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:07/03/2025

  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 Newport Lexus to buy an Lexus RX 350. I offered to pay the advertised price and they asked me about financing. I said I would be financing through my ************. The quote they sent me via email added a 995 fee that was not advertised. They also told me I would have to finance through them in order to buy the vehicle at the advertised price plus the 995 additional charge at a rate 2.5% more than my credit union. I told them that I would pay cash but not pay the additional 995 fee because that was not the advertised price. I have the quote, the advertised price, and the emails as evidence that they refused to remove the additional 995 that was not disclosed in the advertised quote. I uploaded a photo of the advertised price on their website but I also have a screenshot which would not fit on the upload of the emailed invoice with the added fee as well as the text saying they would not remove the fee.

• Initial Complaint

  Date:06/20/2025

  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.

  Last month, I purchased a pre-owned vehicle from Newport Lexus. During the sales process, I was assured by the salesperson that the vehicle had no history of accidents and was provided a clean Carfax report. Upon inspection, I noticed the driver-side fender was slightly misaligned. When I pointed this out, the salesperson briefly took the vehicle to the service department and returned within minutes, stating it had been addressed. Shortly after purchasing the vehicle, I took it to a local Lexus service center for an unrelated safety module issue. During their inspection, I was informed that the vehicle had signs of prior bodywork, including a repaint and fender misalignmentindications of previous damage. The service advisor expressed concern and recommended I return to Newport Lexus to have the issue resolved. He pointed out that the fender misalignment is more significant than I initially realized. When I visited Newport Lexus to address this, I encountered long delays and was redirected multiple times between departments. Eventually, I was informed by the salesperson that I would be charged for the repair. When I requested to speak with a manager, I waited another extended period before I was finally able to locate Mr. *** ******. During my conversation with Mr. ******* I was told the dealership would not take any responsibility for the repair. Initially, he denied any prior damage to the vehicle, citing the clean Carfax report. Later, he changed his stance, stating that the vehicle was sold as-is. Throughout the discussion, I felt he was dismissive, unprofessional, and lacked the transparency and courtesy I expect from a Lexus dealership. As a long-time customer of ****** and ********************** for over 20 years, I am deeply disappointed by this experience. I trusted the dealerships representations and made a significant financial investment based on that trust. At a minimum, I expected honesty and fair treatment.

• 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.

  On Sunday, 03/23/2025, my wife and I went into the dealership to purchase an LC500 for $115,000. ************************** was our salesman. **** began by showing me the workup sheet and I immediately saw a $5000 upcharge on the vehicle. He stated the dealership MUST add this charge into the price to make money on the sale of the vehicle. I refused to pay for this and he came back with the fee off but now had $2495.00 showing for factory tint. (confirmed with the owner it was $995) I again disputed this charge. After an hour of **** going back and forth, he finally removed the $2495 fee. The next day, Monday, 03/24/2025, I went to pick up the vehicle and met with sales manager **** *******. I explained the fact that *** continued to lie and attempted to charge me an extra fee of $5000. **** stated with passion, "Of course we overcharge. That guy right there(as he pointed to a salesman) overcharged a customer today $5000. Do you think I'm going to fire him? No! that how we make our money." I asked **** for the workup sheet that by law must be in my file. **** went through it in front of me and could not locate it. The legal document was destroyed or thrown away. Sales manager **** ********* walked into the office. ****, with a smug demeanor, looked at me and stated, "We upcharge everybody that comes through the door; it's a business; we need to make money. **** proceeded to belittle me by stating that if I couldn't afford the car, they were not going to lower the price. I again advised **** that the purchase was not a problem; it was the fact that this dealership encourages their salesman to lie to customers and overcharge them. I took my cashier's check that I had brought to pay for the vehicle and walked out. On Tuesday, 03/25/2025, I call the General Manager, **** *******. I advised him of what the salesman did (lied) and how the sales managers encourage this type of conduct and tell their customers outright what they are doing. I ****, didn't seem concerned.

• Initial Complaint

  Date:03/20/2025

  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.

  They misrepresented the condition of a car, promised to repair vehicle twice as part of the sale then refused or told me there was a charge, manager admitted to fraud twice, that the repair department presents recommendations for unnecessary work, then that they use that to acquire trade ins and manipulate people into trade ins and new car sales, failed to report another issue with the car they knew about previously.

• Initial Complaint

  Date:03/31/2024

  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 bought a used **************************************** on 03/27/2024 because I want to take advantage of the $4000 energy credit that the *** offer for a used EV or Plug in cars in order to get that credit the Dealer need to start the process as the *** description In accordance with new *** regulations, beginning January 1, 2024, Clean Vehicle Tax Credits must be initiated and approved at the time of sale.Buyers are advised to obtain a copy of the ***s confirmation that a time of sale report was submitted successfully by the dealer.The total information you can found in the web fueleconomy.gov Federal Tax Credits for Pre-owned Plug-in Electric and Fuel **************** financial guy (************* ) is so rude and he refuse to do that his allegations was Is Not my job do that I was called the *** in this moment and put in speaker in order to this guy understand the proses and he started yelling to the person of the *** I sent a email to his general manager (*********************). to get some answers but never responded I think the financial guy is angry because I refuse to get the extended warranty he try to add to my car when I never ask for that also he give me the 72 months term when I said 60 in this order the interest rate is higher.

• Initial Complaint

  Date:05/01/2023

  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.

  My car was scheduled for routine maintenance. My left turn signal was not working. I okayed the Repair but was aghast when I found that they charged me $118.54!!The part itself was $8.54. I was charged $110 to change a lightbulb! When I complaied to the service consultant, and then the service manager, I was ****** told that thats what it cost!Obviously, these charges are egregious! They indicated that it took 1/2 hour which is of course, absurd!