Complaints

This profile includes complaints for Coliseum Lexus of Oakland's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Coliseum Lexus of Oakland

  7273 Oakport Street Oakland, CA 94621-1949

• 

  Coliseum Lexus of Oakland

  4369 Mchenry Ave Modesto, CA 95356-1516

• 

  Coliseum Lexus of Oakland

  4320 Mchenry Ave Modesto, CA 95356-1500

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:03/17/2025

  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 purchased a used car from the dealership on November 21 2024. On November 25 the car did not start due to a dead battery. I called the dealership and spoke with ******* *****, the salesman who sold me the car, who confirmed the dealership would reimburse me for both the towing of my car to an auto repair shop and the cost of the battery replacement. The total cost was $783.12 ($488.12 from North Valley Fleet Services, the auto repair shop, and $295 from Quality Automotive Servicing, the tow company). ******* asked I send the receipts to themover email, which I did. I asked ******* to reply with his confirmation, which he did on November 26 2024. I continued to follow up with the dealership as time went on and I did not get the reimbursement. After not receiving any check for over two months, I found the contact information for the General Manager on the public website and sent a message expressing my frustration on January 30 2025. I did not receive a response. On February 10th 2025, I finally received the check, however it only covered the work done by the auto repair shop, not the tow. When I reached out to the dealership again, ******* said he wasn't responsible for the reimbursement and directed me to the Used Car Manager, ****** ********. ****** then falsely stated they did not agree to reimburse the tow. I'm filing this complaint in order to receive the $295 I'm owed from Coliseum Lexus of Oakland.

• Initial Complaint

  Date:09/09/2024

  Type:Delivery 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.

  Date of transaction: 05/28/2024 Tire changed, left front bubble impact damage pothole.Road hazard included warrany: ***** miles at the time of repair.2016 Lexus, IS 200T, with about ****** miles.I had changed two front tires on 10/13/2022 with two years warranty. Lexus charged me $256.49 on 05/28/2024. They didn't have to charge me. I am asking for reimbursement.

• Initial Complaint

  Date:08/30/2024

  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.

  Disappointing Service Experience with Coliseum Lexus of Oakland and the Lexus Corp. USA.On June 10, 2024, I visited the dealership after encountering an issue with the retractable hardtop on my beloved 2006 Lexus SC430. As a classic car enthusiast who meticulously maintains my vehicle, I specifically chose the official Lexus dealer for this service.The service advisor informed me that the top was not closing completely and that they needed to replace the entire mechanism. However, I suggested a couple of troubleshooting steps - resetting the computer and inspecting for debris before resorting to such drastic measures. Regrettably, these suggestions were dismissed, and the technician proceeded to close the top manually by cutting the cables. I was shocked that such a solution was deemed acceptable.To compound my disappointment, the initial service paperwork and invoice (attached) made no mention of cable cutting. This lack of transparency further eroded my trust in the dealership.Seeking resolution, I turned to the Lexus Brand Experience website, hoping for direct communication with Lexus Corp. ***. While a courteous lady did reach out, her response left me disheartened. She explained that dealerships operate independently and absolved Lexus Corp. USA of any responsibility. When I pressed for more information, she deftly discouraged further pursuit.As a result, my once-pristine SC430 now bears the scars of unprofessional service. It pains me that no one is willing to take accountability for this unfortunate incident.I implore you to consider the impact such experiences. Our trust in the brand relies on consistent quality and customer care. Is there any avenue for resolution or further investigation?

• Initial Complaint

  Date:01/03/2024

  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.

  To Whom It May ********* bought the Lexus 2016 NX 200t from Lexus of Collisium in Oakland, CA on 12/02/2023. I wanted the ** model. I was ready to leave the dealership. I needed a car due the acicdent. I felt the pressure to give in. On the way home, The navigation system ( info sysytem turned off, black screen). I gave it a week or so to see if it would correct the errors. In the AM ( around 7-7:30am), the car turned on the radio and went silence . Then it began to reboot for 3-5 minutes and it came to a final message " A program canot be read. Please consult to a dealer". This happened every morning and my commute is more than one hours. There was not any sounds, music, navigation (map) for that long drive. In the evening , it booted less time and worked on and off. I left message for financial manager and other people to call me back. None was replied. So I called the general phone number and the sale manager picked the phone up and 1-2 days later I set the appointment up. I have the loan since 12/18/23 in the evening after waiting for few hours but they could not figure what was wrong. *****, the service department called me today and told me that he think the audio battery is not working and power train warranty is not covered. I have to pay $ ******* or so. He is not sure if it is working but it is start. If I may get my money back and return the vehicle. I am very frustrated right now and felt like cheated. I've got into the car accident a week before this purchase. I financed and did not want to buy but had no choice due to safety features that saved my life from the accident. I left ***************************, Sales Manager messages but havent got calls back yet and multiple attempts with staffs as well. I am really disappointed and need a car to go to work and I work 7 days a week. I am driving the car without properly functioning. I really appreciate your help to resolve this matter in the timely manner. Thank you ********* Mobile# *************

  Business Response

  Date: 01/10/2024

  Good morning, this issue has been resolved.  We worked with *************************** on Friday and cancelled the sale.

   

  Thanks,

   

  Coliseum Lexus of Oakland

• Initial Complaint

  Date:08/16/2023

  Type:Order 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.

  I was signing a lease on a car by myself for the first time and they did everything to make sure it was within my cap budget, when there were discounts that could have been added on to make my amount due lower and unnecessary attachments that I did not agreed to. Financial manager ***** then called me a month later saying that there was something wrong with the contract and i had to re-sign immediately or they would repossess the vehicle. It felt like a threat so I no longer felt comfortable continuing business with them. They gave me an option to reverse/cancel the contract as if it never happened and refund my money. They implied that the issue with my first contract that it was never finalized, they reassured me that I would not have any credit inquires from them. Now a couple months later, when my credit was declined I check my report and I had THREE HARD CREDIT CHECKS from this company. It feels that they just did business with me in a very unethical and fraudulent manner and its still haunting me even months after i thought I was done with the situation.

  Business Response

  Date: 01/09/2024

  I did look into the complaint, we were able to relinquish the customer from the financing obtained from the vehicle purchase and I reached out to the credit reporting company to request the inquiry removal.  Sayed is copied on the email as well as he will be following up on the status of the request.

   

  Thanks for bringing me into the conversation.

   

  Coliseum Lexus of Oakland

• Initial Complaint

  Date:07/29/2023

  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.

  5/23/23--5/26//23 I had $2,354.65 work done @ Oakland Lexus for overheating. At that visit I noticed that some parts were quite a bit higher than MSRP compared to their own parts department. I questioned the significant mark up and was initially told by ***************** "that must be a computer glitch". Coincidentally Lexus *********** had quoted me $3,135.22 (***********************, Advisor-11/23/19) for installing a reconditioned alternator. When I said the part was overpriced - I was told exactly the same thing; that it must be a computer glitch. The actual Alternator part cost $216 (which I purchased elsewhere) & labor @ Lexus to install was $268.55. I think significant ******** (might) be systemic with Lexus &/or discriminatory as I am an elderly woman. 7/1/23 my car overheated again. I had it towed to Lexus because I thought it was related to the work I just had done. I was told my radiator was leaking & part needed to be ordered. Since 5/23/23 work & my concern over parts being marked up, *************************, Asst ******* was assigned to work with me. He says parts are contractually marked up, cannot be altered & is not a computer glitch. However: I was then charged MSRP for parts. Lexus could not repair until 7/5/23. I towed my car elsewhere 7/3/23 & at that time Lexus could not find my car key. I asked them to mail it to me when found. **** called 7/5/23, apologized for loosing my key & asked what I want to do about return. I have repeatedly asked for key to be mailed. ****'s direct number does not have a welcome message; but he has responded to my voice messages in the past using his direct number: ************. I have confirmed they have my current address; but they have still not returned my key! Not to mention that they lost it in the first place! I WANT MY KEY RETURNED. I'd like BBB to look into possible discrimination - marking up parts (?more) to older women or other groups at risk to be finacially taken advantage of & to advise them to immediately return my property.

  Business Response

  Date: 08/28/2023

  Good Morning ******
  
  Happy Monday as per our conversation this morning concerning *********************, as I had explained to guest when she came in for service at our store that not all parts are sold at MSRP some items are on a parts matrix. When I assigned **** to help her, I told him to make sure all parts where at MSRP for her. I explained to her that we had no affiliation with Lexus of *********** as she had a bad experience with them in the past. . As far as her key is concerned attached is a copy of *** receipt stating that her key was returned to her and signed for. 
  

  
  

  Customer Answer

  Date: 08/28/2023

  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. 

  The business took well over one month to eventually return my key. They initially mailed it to an old address which was exposed under the last mailing label when I  eventually received. The business lied to me and said that they had originally mailed it to the correct address; but it was returned due to nobody being available to sign for delivery. I am happy I eventually received my property; but I do not appreciate the deceptive practices used at this business. 
  Not only deception about the return of my property that they had lost; but also their lack of transparency about the sometimes enormous inflation over MSRP they charge for parts when having service at their establishment.

  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/24/2022

  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.

  8/24/2022 BAR **********, your complaint has been closed and made part of the repair facilities master file. I did inform you they are not willing to repaint your vehicle's spoiler, add Navi to your vehicle and are no longer willing to buy your vehicle back and you pay the difference for the one you want. You can contact my supervisor whose contact information is listed below if there is something you would like to discuss.******************************** Program Representative II ****** of ********** Repair ******************* ************ *************************************************May 16, 2022 at 12:10 PM This is to up-date you with the car issues I took the car to Fremont Lexus dealership in ********************** person stated that they cannot do the repairs under the warranty.he gave me a document showing the part number and the labor cost which about $1300.and both confirmed that there is two different colors paint on the car. I waited three hours because they were closing at the end of the day.The body shop manager inspected the car and the head Manager at the repair shop inspected the car.while I was at the dealership in Freemont, I explained to the that the compatibility with GPS is not working, they tried it, and still does not work. The part that the Oakland dealership's the deceiving General Manager who stated that they installed a recovery system instrument, which supposed to have alarm, is not working also. The IT person at Fremont dealership, did not have any answer why the alarm is not working. I asked to get the car in for service! they asked me to wait to see the repair general manager who never showed up.***********************BRAND ENGAGEMENT ADVOCATE May 06, 2022 at 01:13 PM Dear *******,Your case has been documented at our National Headquarters under case number ************. If you have any other questions or concerns, please feel free to contact us. We are glad to help at any time.Sincerely,*** Lexus ***********************

  Business Response

  Date: 09/05/2022

  To whom it may concern<

  We offered ************** a fair resolution months ago and he declined. we have supplied the BBB, several other Governmental agencies as well as Lexus Corporate with all of the communication details with **************. We feel that we have approached ****************** concerns in a responsive, sensitive and sincere fashion. If you need any other information please let us know.( I also attached a written reponse)

   

  Sincerely

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

  General Manager

  Coliseum Lexus of Oakland
  

   

   

  Customer Answer

  Date: 09/05/2022

  first thank you the good people at the BBB. I appreciate your help. 
  
  

  
  

  Complaint: 17765510
  
  I am rejecting this response because:

  *First, he admitted that the car he was selling us as new was used. We went to buy a new car, not a used one, he has the car inside the show room and marked as new car. As we are about to pay of the car, a manger came and stated this car was sold before and we consider it new. The general manger is deceiving and lied here.

  *Second, the car we got! before we got it, they showed us a car, then they told us the car that we will get was going to be exactly like the one they showed us. It turns out to be false and they again deceived us.

  We found mis color match and they refused to correct it or repair it, there is functions that is not working and hey refused to repair it. They ignored the warrant and the Beaure of Auto confirmed that this general manager will not repair the new car under warranty.

  this general manger again lied, because we never heard from Lexus headquarter at all. Lexus is bad company because they never responded to our complain against this bad dealer. where is Lexus representative in all this abuse and deceiving? Lexus is complicate in this elder abuse and deceiving.

  if there a good attorney out there, please contact me, because this is fraud by not honoring the warranty, ************************* abuse, and deceiving elders abuse into a junk Lexus. I need help. An attorney who can put this dealership out of business.

  put this dealership out of business so they do not abuse anybody anymore.

  why the genral manager is the one who respond to all the complaints, where is the owner of this business, I challenge him/her if he/she would contact me. 

  I did not know that this dealership has bad review and that this business must stop doing business now. stop hurting people especially elders.

  Thank you
  
  Sincerely,
  
  *****************

  
  

  
  

  Business Response

  Date: 09/14/2022

  To whom it may concern, 

  We spoke with the *** and explained that the way the vehicles are made at the factory that the spoiler is made of fiberglass or some sort of plastic and the body panels are metal and the way that the paint lays on the two different surfaces may appear slightly different. The reason Fremont Lexus could not cover a repaint or replacement of the spoiler under warranty is because there is not a paint defect to cover under warranty. As far as the *** is concerned the vehicle does not have ***. The vehicle is equipped with Apple Car Play and Android Auto which allows Mr. and *************** to use their cellphones if they are compatible, up to date and with the latest technology for *** thru the vehicles dashboard display. If he would like to come in and have someone show him how to use it I am willing to do that ,or I will see if we can get another Lexus store to show him how to use this feature. At this point the offer we made to exchange his vehicle for one with Navigation and he pay the difference for the additional equipment has long sense expired. So if he wants to get another vehicle he will have to trade it in. In closing we have tried to be reasonable, that is why we made the offer. We provided ************** with all of the information he requested before he purchased the vehicle. I personally exited him when he purchased the vehicle and he and his wife said they were happy. 

  Sincerely 

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

  General Manager

  Coliseum Lexus.

   

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17765510
  
  I am rejecting this response because: The general manager and his manager is the masters of deceptions and abuse, and they are again lying.

  The paint is defective and there is no excuse for having two different colors on the car, that means Leus cannot match the color, which is simple thing for any car company to do. We did not pay top money for top car to have two different colors, this is defect and bad quality control company.

  the question is why Fremont Lexus dealership is willing to take my money to correct the color if it is not defective? they will take my money to correct make the color match. why is that not cover under warranty? Lexus is bad company, do not buy their cars, they have the worst costumer service, they committed elder abuse and they deceive people.

  The Manager who had deceived had a chance to contact his telephone when I visited them, he could not because the Bluetooth is bad. The Manager took the key to the car and left the meeting to try to get the connection works, he could not. The General manager claimed that the car has GPS???? it does not. He is lying and deceiving again.

  where is the owner of this Lexus dealership, where is the Lexus representative to come and see the car and take this defective car. Fremont Lexus dealership would not perform any work on the car, because I did not buy the car from them, they told me take i back to where you bought it. unless is pay for the work, they would not honor the warranty. Defective color and other things. Get Lexus representative, or Lexus district Manager to inspect the car.

  The manager admitted that they were about to sell a used car to me as it was a new car. All my life, I never bought a used car. I went inside the dealership to look at a car that has New's car invoice on the window. The Manager stated that, at that time, he was sorry, and he will take the car out of the showroom and will post big sing to show that this car is used. They fired the poor girl (saleswoman) who was working with us.

  I need a good attorney, to put this dealership out of business.

  
  
  Sincerely,
  
  *****************

  Thank you, BBB,