Complaints

This profile includes complaints for Lenz Sales & Service, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lenz Sales & Service, Inc.

  536 S Seymour St. Fond Du Lac, WI 54935-4720

• 

  Lenz Sales & Service, Inc.

  7576 US-51 Minocqua, WI 54548

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:06/22/2024

  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.

  We bought a 2023 ***** CX-9 used and reported to only have ***** miles on the vehicle. We found out today the title of the vehicle is branded. This information was never disclosure to us before the sale otherwise we would have never bought the vehicle.

  Business Response

  Date: 06/23/2024

  I will look into the branded title right away in the morning and provide a response. Im not able to pull the records as Im returning from vacation tomorrow 
  

  thanks

  ***************************

  *******************************

  ************ 

  
  

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I am still awaiting details on how the issue will be resolved as I was never made aware this vehicle had a branded title.  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 07/11/2024

  Good Morning, our salesperson and I are working on locating a Bronco for the customer. When we purchase it back, it will be used as a trade in so they doesnt lose the tax savings 

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

   

  The last three weeks they have only sent me one Bronco and that ****** was already said.  I have changed my request to include 4 door model and no reply from **** if they will be searching for these models.  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 08/14/2024

  I think we are complete with this claim. We bought the vehicle back on trade and the customer purchased a Bronco. I believe she is happy with the outcome. 

• Initial Complaint

  Date:05/14/2024

  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.

  After signing paperwork and making a truck hold payment on the truck the I wanted **** notified me that **** was no longer willing to pay the agreed to amount for my trade-in and I could either cancel the deal and get my money back or move forward taking $1100 less for my trade-in. After asking if I had any other recourse and being told no, I agreed to have my money refunded on 5/10. The agreement on the website stated that I am entitled to a refund within 24 hours and **** confirmed orally that that was the case. It is now 1pm on 5/14 and I have not been refunded.

  Business Response

  Date: 05/14/2024

  Just to confirm, the customer is asking for double what he put down to buy the vehicle? 

  Customer Answer

  Date: 05/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  That is correct. After having broken both the purchase agreement and the deposit agreement I feel I am entitled to at least that.
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/30/2024

  We can refund your initial deposit, but we won't be giving you more than your deposit. 

   

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will accept a refund of my deposit but reaffirm that I should get more for you breaking our deal as Im sure you would insist upon if I had done the same.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Dec 2, 2023 I purchased a vehicle from **** Truck. At the time of that purchase I also purchased 2 extended warranty plans. The first cost $4,969, and the second cost $1345. I later discovered that I could get a single extended warranty directly from the manufacturer with better coverage at a lower cost. On Dec 14, 2023 I then cancelled the 2 warranties purchased through ****. After numerous telephone and email follow *** they finally credited my account $5,242.30 on Feb 21, 2024. When I asked why I wasn't credited the entire amount of the two plans, $6,314, I was told it was because they were two separate plans, and the balance would be credited later. That didn't make sense because the initial credit was more than the larger of the two, but obviously less that the total of the two. Nonetheless I waited a full 30 days, and they still haven't credited my account the remaining balance. I have since tried contacting *************************** by both email and telephone, but he has not returned my messages from 4 days ago. Furthermore, I contacted the two companies the warranties were backed by. ***** from Veritas indicated the warranty contract wasn't received from **** until Jan 25, 2024, and was cancelled on Jan 30, 2024. ******** from ECP indicated the contract purchased from them was never received from ****. They only showed the paint protection treatment, not the "ultimate 5 in 1" mentioned above.

  Business Response

  Date: 04/08/2024

  Sorry for the delay. I checked our side and was told the funds were refunded. I will have our office look into the details of this and respond back to you. 

  Customer Answer

  Date: 04/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:08/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Bought a vehicle online. Paperwork went mostly smooth but rushed. Financing was ok and it did work out. Vehicle delivered in fair time, but delivery drivers left promptly before I could inspect. For the most part everything look ok. Within 2 days the shift into park went on. I could not shut off vehicle or lock it. Next day key fob came up on dash as needed to change battery. When shift light warning comes on, you cant put into park, get out, or lock doors if you get out. Salesperson was aware of issue and failed to disclose it prior to purchase.Also.. windshield crack from a prior repair and salesperson stated he had no knowledge of that. This was a 2021 ***** Trailblazer. Be aware before purchasing and get second opinion. Recommend not buying from them online

  Business Response

  Date: 08/29/2023

  There wasnt an issue with these vehicle prior to it being delivered. I will get with our service department and find a resolution for the issue thr customer is having. 

  Customer Answer

  Date: 09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/12/2023

  Type:Sales and Advertising 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.

  Attention: Lenz Truck Center: C/O: Owner or General Manager ********************************** I am writing this letter regarding the recent purchase of a vehicle from Lenz Truck Center. I will start by saying that after serving my country in the U.S. Army for 28 years the purchase of this vehicle from Lenz Auto has by far been one of the most traumatic experiences that I have ever endured in my entire life or than being in a war zone. Before the deposit was accepted, I was told to hold up my license and take a picture of myself with my license because there is so much fraud on the buyers side. I now know that there is real fraud on the sellers side. I think the real reason for the picture was to determine my ethnicism, so I can be treated differently. I was initially searching for a vehicle online with the hope of buying a truck for my husbands upcoming birthday. A friend of mine was able to locate this truck, a 2022 *** **** Sierra ****** at Lenz Truck Center. The pictures and video of the vehicle indicated reference low mileage (**** actual miles) and the vehicle was in pristine condition. After being provided with further details on the vehicle by the salesperson, ************************** I was able to pay full price for the vehicle without any financial assistance. Even though the contract stated paid in full after receiving the vehicle, I was told I had to pay in full the $65,599.00 before the vehicle could be shipped. The contract was misleading. The customer ********************** I was receiving began to change. ****************** even made an unnecessary comment on why I did not want it shipped directly to my house because it was supposed to be a surprise birthday present to my husband. The agreement was finalized, and the vehicle was delivered on 2 June 2023 around **** hrs. The vehicle was delivered extremely dirty, and the delivery driver informed me that it was picked up from the dealership dusty. Although, I understand the distance and weather conditions the vehicle traveled through the vehicle would be dirty. I knew I needed to take it to the car wash quickly before I put the Happy Birthday banner on it. The documentation provided by the delivery driver validated the vehicle was too dirty to inspect and staring at me was the engine light. The delivery driver informed me that at the time of pick up the ENGINE LIGHT was on in the vehicle. The delivery driver unloaded the vehicle and as I began to inspect the vehicle for the first time. Once I saw the check engine light on and I immediately called Mr. ************************ the salesperson. He told me he could not do anything because he was over a thousand miles away and told me to take it to a *** dealership. First, I do not drive any vehicle with the engine light on. ****************** nonchalant attitude made me terribly upset. I asked **************** for a copy of the thorough inspection of the vehicle which he did not provide. **************** told me the vehicle had a thorough inspection. Even though the vehicle has a warranty, I never thought I would need to take this vehicle in for maintenance on delivery day. My husbands birthday present ruined the day. At that very moment I was livid, and my blood began to boil. I needed my husbands help to get the vehicle in for service. After **************** made the sale, he never offered an apology for anything. **************** made the sale and good riddance. There was no customer ********************** after the sale. **************** has not been in touch with me, nor has he provided any documentation. Today is 11 June 2023, the vehicle is still at the *** Dealership in maintenance. I want to return the vehicle for a full refund. I did not buy a vehicle to put it in maintenance. I was in total disbelief, disappointed and extremely upset to be treated in such a manner. This experience has made me feel less than a person and that I was not a valued customer. The ***************************** ************************ was not familiar with the term service after the sale. This vehicle was supposed to be a surprise and a gift, and it was in that I got the surprise of my life; an utterly horrible experience which I will never forget, but will relive repeatedly in my head. I have purchased vehicles over the years; however, this was my first online purchase and due to my experience with purchasing this vehicle from Lenz truck center, it will undoubtedly be my last. I attempted to speak to the salesperson by phone and text that went unanswered as well as other Lenz Truck center representatives but never received a return call since it been in service. In closing I would like to say that in instances where I receive good let alone excellent customer **********************, I make a point to write a comment card or submit a glowing review detailing my experience but, in this case, I absolutely cannot do that. This was an unimaginable nightmare that has left me shattered to the core and I would strongly discourage anyone from purchasing a vehicle from this company online. There is a saying that goes you dont get a Second Chance to make a First Impression. I truly hope for other customers that *********************** is not your sales representative of the staff at Lenz Truck Center.I want to return this vehicle back to Lenz Truck Center.

  Business Response

  Date: 07/11/2023

  Sorry for the delay. I did send an email to the customer explaining what we've done to accommodate this issue. We spoke to the dealership, and they stated the wrong part was ordered and the new part was available to install. Unfortunately, there are several parts and services which do fail; however, the Manufacturers are always willing to cover them under warranty. 

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/09/2022

  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.

  In May of 2022 I purchased a vehicle over the phone from ****** because I had a planned induction on the birth of my 5th child and so I needed a reliable vehicle, fast. The 2016 Acura MDX was listed at $27,997.00 on their web site. I had a trade in valued at $3,250.00 with $2,000 to pay off. So the agreed amount to finance was $25,000 and my mom was ** singing . As we were rushed through paperwork online he added $1,500 gap **verage, which we did not need, and $4,500.00 for a service plan that we did or receive any information to follow up on. $32,500.00 financed. NOT what we agreed to. We have **ntacted management and there has been no response to calls, emails or follow up to the $7,500.00 dollars was added to our finance agreement.

  Business Response

  Date: 12/09/2022

  Im sorry to hear of your disappointment. Please let me know what management youve been contacting so I can figure this out 

   

• Initial Complaint

  Date:10/20/2022

  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.

  October 2021 Purchased a 2020 *** X2 Seller failed to disclose there is no warranty, car is from ******, multiple issues wrong with the vehicle (********* has proof that **** knew about these issues), buyer was informed there is a warranty (not true), seller unwilling to discuss these issues with *** dealer I called **** to tell them of the issues with this vehicle, which they denied knowing about, but is documented that they had it to ********* for these issues prior to sale

  Business Response

  Date: 10/20/2022

  We have  been in contact with *** in ******** trying to rectify this situation. The vehicle went there for a recall, and later these items were discovered. The customer is wanting to have an attorney involved, but we are not sure what type of refund the customer is looking for. We have told her we will make sure the repairs are covered, but it was purchased 1 year ago and we don't know the details what is needing to be repaired. We are obviously wanting to resolve any issue with the customer. I can be reached at ************ if someone can tell me the timeline of these issues with the vehicle. Thank you. *************************** GM - Lenz Truck Center

  Customer Answer

  Date: 10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  **** is unsure what type of refund I am requesting so I will clarify. Full refund for the amount I paid for the car in October 2021. I am asking that they purchase the car back from me due to the nature in which they sold it. They are being untruthful about why they took it to ********************** prior to selling it to me. They switched out the speedometer after ********* refused to do it (since the car is from ******). It is also noted that **** was aware of the electrical panel issues prior to sale, and did not disclose. The also were untruthful about a warranty, that does not exist (a ******** warranty would only help me if I were ********). To be very clear, they need to purchase my vehicle back from me for what I paid October 2021
  
  Regards,
  
  *************************

  Business Response

  Date: 10/25/2022

  The customer has mentioned she will be getting a lawyer involved. I tried to call ***** at *********, however, was not able to leave a message. We are looking for documents so a valid timeline can be drawn. I'm unsure of what exactly is wrong with the vehicle nor do we have an estimate. I'll work on getting this resolved for ******. 

   

  Customer Answer

  Date: 10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  ***** from ********* provided the exact amount to be billed for the repairs, so I am unsure where confusion lies.  Yes, I have retained counsel due to lack of communication with **** staff.  The timeline for issues with my vehicle was provided, and discussed, with ***************************, and I have a bill from May of 2021 when **** took the car to *********.  I am unclear where the confusion still lies with this.  I am requesting reimbursement for my vehicle, which is what I have been saying the whole time.  I need clarification on the questions that are unanswered 

  Regards,
  
  *************************

  Business Response

  Date: 10/30/2022

  My comment was made prior to obtaining the information from *********. We are waiting for the vehicle to be fixed at *********. As I mentioned last week, we can provide a loaner, let me know if that is something you still dont want.

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I still do not require a loaner vehicle, but would rather just return the X2, or get some sort of compensation for the lack of warranty, which I was told I had, as is listed on the title 
  
  Regards,
  
  *************************

  Business Response

  Date: 11/05/2022

  **** did provide a seller agreement to the customer. There is no hurry on our end, but I wanted to respond so the case showed we did respond outside of BBB. Thanks

• Initial Complaint

  Date:09/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We bought a 2015 ***** suburban from **** Trucks in *********** on 5/2/22 for $44,943.00 with ****** miles. We put $10k down. We told **** we would pay out of pocket to have all the rust showing completely fixed so rust would no longer be an issue down the road and paid $2,034.92. We went back after they fixed the rust because paint bubbled. The pain bubbled because they washed it too soon and they said they used an inferior product in the painting process. After they fixed that the rust has completely come through all the spots we paid to have them fix. They quoted us roughly $8k to fix all the rust and was going to give us a credit for the work they already did worth of roughly $2k since the work didnt hold up. They said it was going to be soo much because they had to replace the whole front fender and the whole rear quarter panels, they had to replace the whole panel due to rust issues. When I talked to *** their shop manager he said they didnt know how bad the rust was because it rusted from the inside out and its so bad we need to replace all the panels to stop the rust. I asked for a refund for the work they did that it rusted back through and my texts where ignored. When I Spoke with the owner *****************, about the vehicle he said we just got back luck and could trade the vehicle back in but he was only going to give us $25k after just paying almost $45k a few months prior. We wouldve never bought the vehicle knowing it was going to need $8 in rust repair on top of the $45k we paid and the $2k we paid and were told that would completely fix all the rust.

  Business Response

  Date: 09/20/2022

  Good evening,

     We understand the repair we did wasn't done correctly, so we will agree to refund the $2,034.92 for the work that didn't result in a good product. 

  Thanks

  ******

   

  Customer Answer

  Date: 09/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************