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:07/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  6/20/2025. We been told by sale ****** huh. The previous owner of gX 460 is one of Manager work at the dealership when I asked him about the condition of vehicle such as why it has bad smoke smell, if the stains on tire wheel can be removed, if the window tint installed are ceramic. He gave us all wrong info to sell car quickly. Later I found out it is a smoking car and not water stain on tire rim cant be removed. Not ceramic window. I reach out and then the manager ****** simple tell us just return a car. They are a lot of people in line to purchase this car anyway so she is not worried when we reach out .

• Initial Complaint

  Date:07/03/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 Purchased a vehicle on June 29 2025, the dealership sold the vehicle to me with $2000 worth of options. I said that I refuse to buy any options, but they said that the vehicle comes with these mandatory options.When I got home with the printed contract I read that these options are voluntary and can not impede the purchase. When I called them back they said that the options were considered to be mandatory, since they were in lieu of a MSRP markup of $2000 that they didnt disclose upfront, they stated that I have to purchase the $2000 worth of options.I told them that this was a lie and a deception to make me purchase options that I didnt want, that the contract deemed unnecessary but they forced me to buy in order to purchase the vehicle.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My air conditioner stopped working on my 2023 GX 460 Lexus about a week ago so I took it to the Lexus dealership in ********* to get fixed, I brought it to the dealership on6/17/2023 to be repaired and left the car there on 6/19/2023 ****** ****** the consultant called me and said that there was absolutely nothing wrong with the air conditioner and that you can come and get your vehicle. So I got in my car started it up and the Air conditioner still wasn't working I have the factory warranty and I also purchased an additional warranty there was no reason why they shouldn't have fixed it they told me to leave my car again I'm waiting for an update

• Initial Complaint

  Date:05/27/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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'm reaching out to BBB for some assistance in a recent purchase of a Lexus TX 350. I purchased the vehicle CASH, and the dealership ended up running a credit check without our permission on 03/15/2025, and ultimately they ran it 3 times which lowered my credit score, minimally. We did not give them any verbal or written approvals to run these reports. On 04/08/2025, after I confronted the dealership about the unauthorized credit pull, I was pressured and threatened that the dealership would not complete the vehicle sale unless I signed a credit application even though the inquiry had already been done weeks earlier without my consent. By that point, I had already wired the full cash payment. My wife and I were expecting a baby any day, and with our growing family depending on this transportation vehicle, I felt trapped and signed under pressure just to avoid losing the car we urgently needed.But we were in the process of making a new home purchase and when we applied for the new home loan our credit score dropped a tier because of 3 HARD PULLS inquiries. Our new mortgage would be 6.25% versus 6.0% before these hard pulls. Based on what we are borrowing on the new home it results in $600 a month more than at 6.0%. We have contacted the dealership and asked them to remove the credit checks from our history. It is the only credit report run on our credit in the last 2 years, besides our recent application for a mortgage. The dealership is Lexus of Cerritos, ********************************************************************** .... I recently spoke to the general manager ***** ****** ************** and it appears he has no idea as to how to remove those inquiries. Your help would be greatly appreciated.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted AutoNation on 04/25/2025, 04/28/2025, 04/29/2025, and 04/30/2025 in regards the contract number for the following protection plans: 1. Appearance Protection (5 year) $1,295.00 2. Dent Protection $1,295.00 Auto nation informed me the two contracts have not been submitted and do not appear on their system. The agents suggested contacting the dealership (Lexus Cerritos) for further cancellation. I have been contacting the dealership via email and phone to start the process on the warranty cancellations for the vehicle purchased on April 15th, 2025. I am contacting them before my contracts reaches 30 days to receive a full refund. The dealership has not been responding. Make/Model: 2025 Lexus RX 350 VIN: ***************** Reason: I read over the contract/agreements and I do not agree with the coverage on the warranties. In addition, to the unpleasant customer service that has been received within the sales and finance managers. Please advise on the next steps, I can proceed with if the dealership has not been responding.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a car with a known issue. We took the car with the agreement that it would be covered by manufacturer warranty. It was not, I informed the dealership and they agreed to reimburse me for the repair. We bought the car the beginning of February and still do not have the reimbursement. The dealership will not return my calls. It is an ********* dealership I have made a claim with their corporate offices and still do not have a resolution. Additionally, we came with financing from *************** and somehow they got us a new lender with a higher interest rate without us even knowing about the other lender. Our documents do not mention the lender name anywhere. I tried to get information about this too and did not get return calls. Finally, the lender called me because we were past due.The amount they owe me for the repair is ****** I am now asking for that plus a reimbursement for a full detail which was promised at purchase. I dont think I should spend my time going there since they are not reliable.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 did not expect to be writing this statement seven months after purchasing a vehicle on September 3, 2024let alone after purchasing it in full with a certified check for $40,000. A mistake was made in the Title, and rather than owning that mistake and correcting it promptly, Lexus of Cerritos has chosen to remain silent, unreachable, and apparently indifferent.This is unacceptable, and it ends now. We are reasonable people and we came into this transaction in good faith. We expect to be treated with the same courtesy and respect. We are not asking for anything unreasonable. We simply want the documentation corrected, the vehicle title to reflect the rightful owners, and acknowledgment of the dealerships responsibility in this ********* any professional reading this: please understand that we have done everything in our power to resolve this quietly and respectfully. It is now time for Lexus of Cerritos to meet us at the table with the same integrity and accountability we brought to the transaction in the first place. Since November 2024, I have placed numerous phone calls, left message, called and been placed on hold and have been disconnected, and totally ignored by the dealership. We need to have the title correctly processed and registered with DMV. We have waited for seven months for them to resolve their mistake.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Misleading sales practices, failure to honor agreements, and serious mechanical issues with my 2022 ***** Civic, purchased in September ******* for over $30,000, with a $7,500 down payment. Before purchasing, I was promised a warranty, a maintenance package (including oil changes), and ************* by salesperson ********. Despite requesting to review the contract the next day, I was pressured into finalizing the deal that evening.Shortly after, when I attempted to use my maintenance package, I was told to go to AutoNation Orange, which is far from my residence in *********. Upon contacting them, I learned that no maintenance plan was ever included with my vehicle. Since then, I have made multiple attempts to contact ******** and ***** (finance department) for clarification, but my calls and messages have been ignored. I recently received notice that my warranty has now expired, despite my repeated efforts to get assistance. Within seven months of purchase, my vehicle has developed several alarming issues, including:Corroded hoses throughout the car (confirmed by a family members inspection).Road Mitigation System Failure warning.Brake System Failure warning.Adaptive Cruise Control Failure warning.These defects make my vehicle unsafe to drive. Yet, despite reaching out to the dealership, I have received zero assistance. I am requesting:1.Written confirmation of the warranty and maintenance package promised at purchase.2.Immediate repairs for all mechanical issues at no cost.3.A direct point of contact who will address these ************* StepIf I do not receive a response within 10 business days, I will escalate this matter by:Filing complaints with ***** Corporate and AutoNation.Exploring legal options under consumer protection laws and possible Lemon Law claims.I trusted this dealership and feel I was misled. I appreciate BBBs assistance in helping resolve this matter. Please let me know if you require further details.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a 2018 RX 350 L from Lexus Cerritos in the beginning of September 2024 from ****. There was no manual in the glove box. **** mentioned that it may be in the back and if it was not, to call him and he would have the manual mailed to me. We live three hours north of Cerritos. I have called multiple times a different times throughout the day requesting Eddi, the manual, parts, service, sales, someone to help resolve this issue! However, there is not one person there who has the authority nor the follow-through. It seems to relay this message to ****, for **** to follow up with me based on message left or place an order for a manual. The cost of this manual is just under $200 . This was part of the sale which I purchased, and Lexus of Cerritos has not only failed to complete the sale, they have refused to complete the sale due to an incompetent team.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Horrible experience with the dealership and their service!!! Took my car here for 5k maintenance. They did the tire rotation. When I got my car back, my steering wheel was tilting to the right. Had to schedule another service to correct this issue. When I went back, the service advisor drove my car and said that there is no wrong with my car. Called again during the week and I begged my service advisor that there is something wrong with my steering wheel and please check it.. Surely the wheels were not aligned. Fair enough, that's why I brought it in, right? Wrong. After supposedly working on it for hours, I was handed back my keys with a smile and assured that everything was now perfect. Oh, how wrong they were.As soon as I hit the road, it was painfully obvious that nothing had changed. My car still pulled to the left like a stubborn mule, and if anything, it felt even worse than before. It was like they hadn't even touched it!To add insult to injury, when I tried to raise my concerns with the staff, they were dismissive and unapologetic. They had the audacity to suggest that maybe it was my driving or some other issue entirely. Excuse me? Again, I'm no mechanic, but I know when something isn't right with my own car, thank you very much.In the end, I had to take my car to a reputable shop elsewhere to actually get the alignment properly fixed, costing me even more time and money. Needless to say, I will never set foot in Lexus Cerritos again, and I strongly advise others to steer clear (pun intended). Save yourself the headache and find a place that actually knows what they're doing. Trust me, it's worth it.