BBB Accredited Business since
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This company states that they are a new/used auto dealership offering auto repair, alignment, tires, brakes, lube/oil, transmission, and new car parts.
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A BBB Accredited Business since
BBB has determined that Lexus of Madison meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Lexus of Madison include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementRic Saatzer, Vice President Mr. Todd Cadle, General Manager
Related BusinessesEast Madison Toyota
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Parts & Supplies - New Tire Dealers Auto Repair & Service Brake Service Lubricating Service - Automotive Wheel Alignment, Frame & Axle Service - Auto Auto Dealers - Hybrid Vehicles
Products & Services
Lexus of Madison sells the following brand(s): Lexus
Alternate Business NamesPAG Madison L1, LLC Penske Automotive Group
Industry TipsAuto Repair and Services Auto-Buyback Guarantee-Terms & Conditions for Consumers Protecting Your Auto Repair Investment
8000 Airport Rd
Middleton, WI 53562 (608) 821-6000 (888) 218-2768 Directions
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Additional Phone Numbers
- (888) 218-2768(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
|7/3/2013||Problems with Product/Service | Complaint Details Unavailable|
Read Complaint Details
Complaint: I bought a Certified Pre-Own Ls model couple months ago, but it doesn't appear as it (Lexus) Certified Pre-Own statement on their website at all. You can go on the Lexus website and look it under Certified Program Overview. It supported to be Hand select, Meticulously inspect with 161 points inspection, and THROUGHLY RECONDITION, etc... There are many scratches they can't fix it (why they still certified), door pillar (the plastic plate) badly scratch but no replace. I know everyone deserve a second change, but I've been waiting patiently for more than two months already, no one ever contact me after the sale, it's horrible. I send them an email few weeks ago to the salesman, Lexus Sale manager and Lexus Customer Care but haven't heard anything back (obviously they don't care) so now I am express myself here. I agreed they're very good at customers service, I dealt with **** **** and he was a outstanding saleman but after that "you on your own". I have all the pictures dated and time to show, scratches on the front bumber, rear bumber, doors and fender etc... too many too tell. You might wonder "why did you buy it?" right, that were my fault because I were too naive to trust in them as I use to trusted Zimbrick European dealer with their honesty, their superior world class service. Another thing that upsetting me is the Navigation software update promised, as a part of the sale they agreed to update for me the most current map which is at least 2012 or 2013 version, whatever available. But when I pick up the car it seem like the car still have the same old map software, there are many CLOSED businesses icon still appears on the map, it funny isn't it, new map without new road but old closed businesses. I can confidently say this is still the old map software because I took the picture and wrote down the current software information before I drop off the car for them to "repair the scratches and update the map". The next day I called back and spoke to the assistant manager in the service department, he were like... "yes we did the update the new software for you" I asked him what year is it for this map, he responded "it 2011". I were like, what do you mean, we are in April of 2013 and the LATEST software for the Ls model they have is 2011??? He said, lexus update their map software every TWO years. TWO years??? Every map company is updating their software every year due to new roads and constructions EXCEPTED Lexus don't have to upgrade their software at least every two year. It not about the cost, but it about their honest, their agreement, their promised, why don't they said it up front that they can't do any work for me, I'm ok with it. Instead of trying to fool me and try to pretend it got fixed then let me to believed it done. It is very upsetting and I never have to deal with this type of situation before, the whole ordeal was terribly stressful and now I'm tired to keep up calling them, it cost my time and energy. I have been a customer of ******** ******** for almost ten years and I can tell you that they are THE BEST, either their cars (BMW & Mercedes Benz) and it services. I hope this will not happens to other customer in the future and good luck if you buying a car from them. It is my first and also my LAST Lexus, lesson learned and I better stick with European car. Again, I did send them a copy of this message few week ago but never heard back from any of them a single word, it's horrible. Is this a way how they support to handle their customer care? I thought after received my message someone would contact me to find out what the problem is or at least an apology but they choose to ignore it.
Desired Settlement: An apology and a clear explanation why they ignore my complaint. They should take a look at the car they sold for me and answer those questions I state above.
BBB of Wisconsin
***** ** ********** ****
********** *** *****
Re; ***** ***** ID#*******
Dear BBB of Wisconsin:
Thank you for bringing this to our attention. Although we have gone through many growing pains·here
at Lexus of Madison over the past six months, we are committed to the highest level of customer
satisfaction and service, towards all of our customers.
This morning, we had a person to person meeting with this customer. We extended our hand and
apologized for what he was going through. We also addressed and empathized with his concerns as
1. We explained the navigation issue he was having as to why the updates were not available yet.
We agreed to install the update at no charge to the customer just as soon as it is released by
2. We also inspected the visual condition of the scratches that the customer was concerned about.
Thev will also be taken care of at no cost to the customer.
In conclusion, I believe we have satisfied this customer's expectations and will continue to move
forward with the above repairs to his satisfaction. We explained that, anything short of a truly
outstanding performance on our part would constitute failure. Please contact us with further questions
that you may have.
Thank you again, for bringing this to our attention.
Lexus of Madison
[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.
BBB's Final Determination: Consumer accepted resolution offered by the business.