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:08/15/2024

  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 vehicle from Lexus of Cerritos I was told that this car went through a thorough 100+ point ****** inspection by ****** certified mechanics and I was told that the car was in perfect working order shortly after I purchased the car the complete hybrid system failed. The car has been to two different ****** mechanics who have both said that the problem would have been caught if it was inspected properly somebody didnt do their job and they refuse to answer calls anymore and literally hang up all I asked was if I could speak with the lot manager so that I can figure out some reasonable solution here I am now being quoted at $6000 after paying $1000 for an initial repair for a complete hybrid system failure this is complete negligence and they should not be able to put a car on the road like that they insisted that it was thoroughly inspected and that the car was running perfectly with no issues whatsoever Im trying in good faith to communicate with them but they refuse to do business as honorable people and instead choose to duck my phone calls horrible way to treat your customers if something is wrong make it right pretty simple

• Initial Complaint

  Date:06/13/2024

  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 vehicle on June 8 and brought it to WA state.There were 2 problems:1. The second key did not work (this was discovered at the time when I intended to leave the dealership)2. I am bringing car to WA state from **. And I needed title on my name to complete car registration. I was promised that will be helped with title transfer and second key fix. On June 10 - June 11 I tried to contact the dealership to ask what is the status of title transfer and discuss the possibility of submitting "rush transfer" that is available in **********. I made a few attempts to call manager who I worked with, sales center and customer support, however I was not able to get any information that I requested. There was no help at all. And I have no idea if the title transfer process was requested. So my ask is:1. Request rush title transfer process and send it to my mailing address that I provided 2. Provide me an update on a status of title transfer by phone number or email 3. Provide me information where can I get my key fixed in ** state area under warranty. Most likely, this can be done in any ****************** center .

• Initial Complaint

  Date:05/10/2024

  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.

  Hello, I bought a used Model X from Lexus on April 27th. That day was Saturday. I found that the car had a fault light on, indicating that the coolant was insufficient. For electric vehicles, insufficient coolant is very dangerous and will cause the electric vehicle to overheat and explode. So I sent the car back to Lexus for repair on Monday. Luxus guaranteed that I could return the car within 5 days. But I waited for 7 days and found that my car had never been repaired. The car was always parked in *****'s repair center. I asked the Lexus sales when my car would be repaired, but he told me that it would take 15 days or even longer. I want to return the car, but Lexus said that I could not return the car and refund the money because it had been more than five days. I want to complain! Please help me

• Initial Complaint

  Date:05/01/2024

  Type:Product 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.

  Leased an 2024 Lexus, i am unable to charge it at my home. ******** told me i would be able to. I am still learning English and i feel i was taken advantage of by AutoNation on Cerritos CA. I would like to return the LEXUS and get a Hybrid.but not from this agency.They lied to me.

• Initial Complaint

  Date:01/29/2024

  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 took the car back to Lexus dealer and told them that the paint on my bumper is peeling. They keep telling me it's not an factory issue I've worked for paint company's and u can tell they didn't put primer so that will make the pain peel the car is still under warranty.

• Initial Complaint

  Date:04/17/2023

  Type:Product 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.

  I purchased a vehicle on 03/23/22 that came with the factory warrant which will be until Sep 2023. I purchased maintenance coverage for 5 extra years which will start effective after the factory coverage ends. Also, the finance manager told me that I can cancel this coverage at any time for a full refund before it starts. Moreover the coverage is good at any *** dealership of my choice. However, the coverage was only available at AutoNations affiliateddealers; the closest *** dealer was more than an hour away with traffic from where I live. I decided to cancel the coverage to get a full refund before it starts but they made me visit this location where I purchased it and that was the only option Ihad in order to cancel it. I went to the dealer and canceled this extended maintenance plan on 03/16/23 however, the refund was issued on 3/28/23 with $144 less. I contacted the Lead Finance Manager 3/31/23 but his explanationwas they only had to refund the prorated amount. There are absolutely no receipt or contract states the refund will be only prorated rate from the purchase date and no other explanationfurther from the dealership. If this is their common businesspractice then this is totally a scam and deceives many innocent buyers.

  Business Response

  Date: 04/27/2023

  Hello *****,

  My name is *********************** and I am the General Manager here at Lexus of Cerritos. This is the first I have heard of your issue. Let me start by apologizing about the lack of explanation, by our Finance Manager, as to the product you purchased, It sounds like our manager should have chosen a product that was more convenient, based on your location. I am also sorry about the explanation/lack there of regarding the "proration" of your refund. When cancelling any warranties, the refund is based on a proration of time used, even if only a short period of time. In your case, there is no reason for them to prorate you for the $144. As a matter of customer service, I want to refund you the amount. So I have your correct mailing address, please email me at ************************ Please include the full name on your file, address and cell phone. Thank you and I am sorry for the inconvenience. ***********************, General Manager.

  Customer Answer

  Date: 04/27/2023

   
  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.
  
  Sincerely,
  
  Young Cho

• Initial Complaint

  Date:03/29/2023

  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 took my 2013 lexus CT 200h to the dealership for noises coming from the engine. I had taken my car to them prior to Covid for rattling in the engine but they could not diagnose the problem after several attempts and weeks of keeping my car. They sent me home and said to return if I heard the issue again. Well, Covid hit and I did not drive my car for many reasons: work from home, everything was pretty much closed, it was a work car and we drove the family car most places during that time. When things opened up again I started to go back to work and drive the car and immediately heard the rattle. I took it to lexus and the head gasket was blown but now my car is not in warranty and Lexus wont offer to fix unless I pay. I asked for a review of the case and they offered me $1500 on a $9000 job because of the trouble. I had to take my car to another mechanic to fix it so I can drive for work and its still having the same issue a year later. If this was covered by lexus when the original problem was reported, it would be under warranty and I wouldnt be worrying about going back and forth to work or dropping my kids off at school while driving this vehicle. Can you please help me? They have all my records at lexus with the issues and complaints dated. They can produce them and show all that happened chronologically. Can you please help?

• Initial Complaint

  Date:03/12/2023

  Type:Order 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.

  My car was serviced (oil change) at this location (Lexus of Cerritos, CA / Autonation) on Sat 01/28/2023. On following Friday, I found leaking marks on my driveway. I took a look and found leaking from under my car. I took my car to a local Lexus dealership (South Bay Lexus) for inspection on same day.After inspection, South Bay Lexus reported that leaking was due to improper oil change. Gasket was not tightened properly. 2/3 of the oil were leaked out at the time of inspection. Paid $394.13 for inspection, new oil change and underbody oil leaks damage from vehicle. Paid $150.00 for removing oil marks on driveway.Reported this issue with Lexus of Cerritos on same day. Provided documents from dealer inspections and payment receipt. 5 weeks pasted, still pending result and follow up with payment reimbursement and service follow up.

  Business Response

  Date: 03/15/2023

  Hello Mr. *************** are sorry for the loose gasket and would like to make up the inconvinience for you. I have requested that a refund, of the fee you paid at the other dealership, be issued and mailed to you. When your next service is due, please make sure to email me directly. I will make sure that we give you good service and do something nice to make us for your previous issue. My email address is *********************** and my direct line is ************.

  Thank you, and again, I am sorry for the inconvenience,

  ***********************, General Manager

  Customer Answer

  Date: 03/15/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service 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.

  Hi my name is *****************************, I purchased a 2018 Lexus Rx350 in 6/2021, when I was in the finance office I told the Finance man I didn't want any extra warranties for paint, windows, tires, just ***************** that's all!!!as it is my APR was 9.5% interests and that's when the cars went really high,,, I was not happy with the interest rate and i went back and forth with him about that and he replied don't worry if you are not late at all in 12moinths i will refinance the car at a 2.9 0r 3.2 APR.. I said ok I believed him I go back and didn't get the help nor the refinance according to them they said they don't refinance car. I ask them if AND they can buy my car at this point because its a very high APR and payment,, my pay off is $48,000 and they were offering me $29,000.. I feel lied too and the finance man put all the warranties I told him not to put and made me sign everywhere with out an explanation of all that I was signing that's fraud having me sign all this documents without giving me the break down of all I'm signing and know I'm stuck with this car that is $20.000 upside down!!!! THAT IS VERY UNFAIR AND HOPEFULLY I CAN GET HELP OR START SOME TYPE OF ADVACACY TO HAVE THIS UNJUST ACTIONS STOP!

• Initial Complaint

  Date:12/30/2022

  Type:Product 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.

  Refund on the service maintenance plan as car was sold on 11/12/2021. Car was purchased 3/2021 and did not use any of the maintenance package.Called lexus of cerritos multiple times, no response from the sales or finance department and especially not the finance managers and VP of finance after leaving numerous voicemails and calls. Emailed finance manager ********* ****** and having no response as well.Requesting to get full refund of the maintenance plan that was initially paid.