Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this formal complaint against Lexus of Tacoma at **** due to their unethical business practices, failure to honor commitments and refusal to refund a deposit despite failing to fulfill their obligations. Despite multiple attempts to resolve the matter directly with the dealership, they have ignored all communications and left my requests unanswered.On September 7, 2024, I visited Lexus of Tacoma at **** to place an order for a Lexus RX 450h+. Since no vehicles matching my specifications were available or incoming, Sales Manager ***** and salesperson ******* added my order to their waiting list and assured me that the vehicle would arrive in 3-4 months. I placed a $1,000 deposit the same day.On October 6, 2024, ******* informed me via text that Lexus had slowed production, but reassured me that my order was still valid and that the dealership would deliver the vehicle as soon as possible. Several months passed without any updates from the dealership.On January 10, 2025, I reached out to follow up, but neither ***** nor ******* responded.On January 11, 2025, I received a message from *******, who stated that ******* no longer worked at the dealership. His response suggested that the dealership had no record of my order or deposit, meaning I had been waiting for nothing. I immediately requested a refund of my $1,000 deposit but ******* refused to escalate my request to the finance department insisting that I must visit the dealership in person to initiate the refund. Since I was out of the country, I requested an alternative refund method, but ******* refused citing an unspecified "store policy" that was never disclosed to me at the time of ********** of today, Lexus of Tacoma at **** has held my deposit for over 5months without fulfilling their commitment or providing a refund.

  Business Response

  Date: 03/13/2025

  Mr. ******* was told when placing the deposit that if he would like a refund, we will refund a deposit no questions asked as long as they are here in person. We took the deposit in person using the customers credit card and need the credit card to issue the refund.

  Customer Answer

  Date: 03/13/2025

  Complaint: 23054830
  
  I am rejecting this response because:
  
  The response provided by Lexus of Tacoma at Fife is both factually incorrect and legally insufficient, as it does not offer any solution to the complaint and further demonstrates the dealerships lack of accountability and compliance with ethical business practices.
  
  1. The dealerships response does not address the core issue at hand: the unlawful retention of my deposit despite their failure to fulfill the agreed-upon transaction. Nowhere in the response does Lexus of Tacoma offer a resolution or alternative means for refunding my deposit, even though they have been made aware that I am unable to visit in person due to my location. This response is a deliberate evasion of responsibility rather than a good-faith attempt to resolve a legitimate consumer dispute.
  

  2. The response fails to identify the individual who provided this statement, raising serious concerns about credibility and accuracy. When I placed my deposit on September 7th 2024, I only interacted with Sales Manager ***** and salesperson *******. No other employees were involved in the transaction. ******* is no longer employed at Lexus of Tacoma, so unless this response came directly from *****, the dealership has submitted a false and misleading statement to the BBB.
  

  3. At no point during my transaction was I informed that a refund would only be issued in person. This claim is an after-the-fact justification designed to obstruct my rightful request for a refund. The dealerships argument that the original credit card must be presented in person is unfounded, as businesses process refunds remotely every day, especially in cases where a customer has legitimate reasons for being unable to appear in person. Additionally, Lexus of Tacoma has never provided any written policy stating that in-person refunds are required, meaning this claim is arbitrary and unenforceable.
  

  4. By refusing to return my deposit through reasonable alternative means, Lexus of Tacoma is engaging in bad-faith business practices. Their failure to acknowledge or respond to my prior communications with them and with Lexus USA further demonstrates deliberate non-compliance.
  
  Given the dealerships continued failure to address my complaint in good faith, I am now formally demanding the following:
  

  1. Immediate refund of my $1,000 deposit via an alternative method (e.g., credit card refund, mailed check, or electronic payment)
  2. An additional $1,000 in compensation for the inconvenience, time and expenses incurred in pursuing this matter, including my complaints filed with Lexus ***, the ********************************** Office, and the BBB
  
  Should Lexus of Tacoma fail to comply within 10 days, I reserve the right to pursue further legal action.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/20/2025

  We in no way are trying to keep your money. We will gladly issue a refund; we just need the credit card physically here to do so. You can reach out to us directly at ************

  Customer Answer

  Date: 03/20/2025

  Complaint: 23054830
  
  I am rejecting this response because:
  
  Despite my repeated attempts to resolve this matter amicably and expeditiously, the dealerships responses have been inadequate and dismissive. I respectfully outline my position as follows:
  
  1. I have clearly and repeatedly communicated that I am currently located out of the country. Consequently, it is impossible for me to physically present my credit card at the dealership as required by their purported refund policy. The insistence on an in-person appearance is not only impractical but also contrary to reasonable business practices.
  2. On multiple occasions, I have requested that Lexus of Tacoma arrange for a refund using alternative methods of payment, such as a mailed check, wire transfer or an electronic payment. Despite these requests, no alternative refund mechanism has ever been offered or implemented.
  3. It is evident that my communications have not been given the necessary consideration. The responses I have received do not acknowledge the constraints of my situation nor do they provide any viable solution. This disregard for my repeated requests is both unprofessional and unacceptable.
  
  Regrettably, I find that I have no alternative but to pursue legal remedies, including the initiation of a formal fraud complaint with the ************************ and/or the commencement of court proceedings. This step is not taken lightly, but it is necessary due to the dealerships persistent failure to engage in a fair and reasonable resolution of this matter.
  
  I am deeply frustrated by the continual delays and the apparent unwillingness of Lexus of Tacoma to resolve this matter without forcing me into protracted legal action. I had hoped to avoid such measures and I am disheartened by the need to expend further time and resources on what should have been a straightforward refund process.
  
  In light of the foregoing, I hereby demand that Lexus of Tacoma issue an immediate refund of my deposit within 3 working days. Failure to comply with this demand will compel me to pursue all available legal actions without any further notice.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my Lexus in for service to Lexus of Tacoma on March 24th, 2023. The service was for four items: oil, coolant, brakes, and rear differential fluid change. I paid $842.92 for these items which included 4 hours of labor, which is the minimum time required to complete these items competently. After bringing my car home, I noticed my dash cam showing the car in the service bay for only 45 minutes. I have video with time, and gps stamps. 45 minutes is not nearly enough time to have completed the items. In addition, the fluids, besides oil, show no sign of being changed, as verified by a 3rd party. The proof exists with the dirty fluid, and dash cam video, that the work was not completed. I complained to the ** who offered no assistance. Its a provable case of fraud, and I will be pursuing compensation for the incomplete work through every other means available as well. To be specific, I am asking the dealership to refund the cost of non completed work. As an aside, I had purchased my car from this dealership years ago, and always had it serviced here before, so Im deeply disappointed in their treatment of me in this instance, as a long term customer.

  Business Response

  Date: 03/29/2023

  The items paid for were completed as they should be, and the store would like to bring the vehicle back in to verify with the customer. These are priced as service items, not by how long it takes to complete them. Technician availability and skill level has a direct impact on time it takes to complete these services.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19853950
  
  I am rejecting this response because:

  Lexus own video shows work not being done, and also, no test drive, as per odometer.  In addition, 45 min work for $600 is price gouging, even if all work was done, which it wasnt.  

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 2, 2022 I leased a vehicle from Lexus of Tacoma and they were deceptive in regarding the interest rate and cost for upgrades. The salesman **** was deceitful and provided me with false misleading information about the deal. He told me I would be getting a 2.4% interest rate to lease a car for 39 months for payments of 447/mo and told me if I wanted to buy it would be over 6%; however I later found out on December 13th that after speaking to the sales manager **** that leased vehicles do not even have a interest rate and Im leasing the car for a rental rate that my rate is equivalent to 3.9 percent as well as purchasing the same vehicle would have only been ****%. This is shady practices and very misleading. **** also was misleading with add on features. He didnt tell me I had an option to not include the low **** and chip protect. This was included in the deal until my fianc noticed it said subscription next to it and asked if it was optional and he then informed us it was. If my fianc didnt notice or ask then it would have been included in the purchase without me knowing I didnt have to purchase it. **** was also deceptive in the application process when I told him how much I pay for mortgage he said he is going to say I only pay half even after I disagreed. I expressed my concerns with **** the sale manager and He basically told me that **** wouldnt have told me that. This dealership was deceptive and misrepresented the truth in various situations its unethical and fraudulent.

  Business Response

  Date: 12/14/2022

  I spoke with **** and her fiance on December 13th.They were both unhappy with the transaction as it related to a lease rate and what that rate translated to.I explained as did our finance manager that her money factor translated to an approximate rate of around 3.9.They were both adamant that they were told 2.49.We pulled our deal for them with all disclosures they were shown which all included sale price,trade,and on a retail transaction an interest rate.They were also shown a lease proposal that they ended up going with that showed again a sale price,term,amount for trade ,and payment. We always have guest sign off before anything moves forward to our business office.There was nothing deceptive and **** was given a number of choices all clearly spelled out.        Thanks    ****************************;   General Sales Manager