We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

New Car Dealers

Tustin Lexus

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Car Dealers.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/28/2025

    Type:Order Issues
    Status:
    Unanswered
    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 2011 Lexus ISF from Tustin Lexus and agreed to put $2500 down payment. I went into my account and noticed an additional charge of $950 on top of the $2500. I have proof and a copy of the form that I signed, which only authorizes $2500 as a down payment from my credit card. I also have a signed retail sales contract which only shows $2500 charge for the down payment. No where on the retail sales contract does it state anything about a $950 charge. All Im asking is to get that amount refunded, the $950.

  • Initial Complaint

    Date:09/05/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Very disappointed in the way my vehicle was serviced. I brought me vehicle in for my 10k service and a few creeks and rattles in the car. This his been the first time where I have dropped my vehicle off and received the vehicle back in a worse condition. The techs installed a sound deafening and did a horrible job. They scratched my interior of the vehicle as well. I even addressed the issues with the supervisors and provided them photo evidence that my vehicle did not have those scratches prior to me dropping the vehicle off.They scratched my gauge cluster lens as well. They took my car back to fix the issues. I received a text from a supervisor that everything was fixed and taken care of. Upon picking up my vehicle I saw that most of the things were fixed except for the gauge cluster. So one I was lied to that the work was done and ontop of that my vehicle was not given to me in the condition where I first dropped the vehicle in. I was told they would reach out to me for a solution, but its been over a week, my messages are being ignored. I would not recommend anyone to go here to get their vehicle serviced. They messed my car up, wont take responsibility, and wont even help me.In the pictures below the sound deafening was fixed, but thats all. They are not helping me and im being ignored. I have lost trust in this service center and will not be coming back. I will have to replace the gauge cluster lens out of my own pocket. And I have to go to a different shop that is willing to help me

  • Initial Complaint

    Date:08/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    BUYER BE**RE... I started my complaints against this place everywhere I can. Next will be legal action. I'm an out of state buyer, and noted on all my paperwork that my car needs to be registered in the state of **********. I receive paperwork saying my car is registered in ********** - weird I don't live in **********. I bought my car here in May. I'm still waiting on paperwork. Apparently it's going to take a lot longer, because the clowns here dropped the ball and registered in the wrong state. I've been dealing with *****, who i've asked for paper trail story, to figure out what happened. He keeps changing it saying he has all original documents and then all of a sudden he doesnt. then he gets frustrated with me, when I ask him to send it to my state so I can drive legally. He blames Lexus Financial. I talked to the ** DMV, CA DMV, Lexus Financial and Lexus Corporate and all this went to CA because of the paperwork that was filed from Tustin. My trip permit in ** is expired. ***** thinks they can give me another one, just by talking to them, unfortunatelly thats not how it works here. The interesting part is, all parties involved cant understand why Tustin Lexus sent docs to CA, if all my paperwork says im a resident of **. The CA DMV were actually the ones that said to file complaints, this is dirty business. My car is parked and I cant drive it, because no one can get the paperwork from **.

  • Initial Complaint

    Date:02/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 (2019 Lexus RX 350) was not starting after a battery replacement. I had it towed to Lexus Tustin in December 2023. The staff and leadership said the purge valve needed to be replaced and it would cost over $600. The purge valve does not affect the engine starting or not. I informed them of this multiple times and they then stopped responding. I had the car ultimately towed again - as again, it would NOT start, where another mechanic inspected and said the purge valve was fine.

  • Initial Complaint

    Date:11/08/2023

    Type:Order Issues
    Status:
    Unanswered
    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 November 1, 2023, I entered into a contract with Tustin Lexus in Tustin ********** for the purchase of a used certified 2020 Lexus ES 350, VIN#*****************. The dealership refused to provide me a full copy of the sales contract and only provided a copy of the first page. I delivered payment in full for the vehicle by wire transfer on November 7, 2023, in the amount of $36,093.81. On the same day I went to the dealership to take possession of the vehicle. The dealer refused to provide me the vehicle unless I entered into a new sales contract. I declined stating I already executed a sales contract on November 1, 2023, and demanded they provide me a full copy of the November 1, 2023, sales contract and the vehicle I purchased. The dealership again declined to provide me a copy of the November 1, 2023, sales contract, declined to provide the vehicle purchased, and declined to immediately reimburse me for the vehicle. I am owed $36,093.81 for reimbursement of full amount of the sales price I paid to the dealership as well as $35.00 for the wire transfer fee I paid, and interest at the legal rate in ********** of 10% which begins accruing on November 8, 2023, at a rate of $9.89 per day. Tustin Lexus has violated California Civil Code section ****** which states "An exact copy of the contract or purchase order shall be furnished to the buyer by the seller at the time the buyer and the seller have signed it.Additionally, Tustin Lexus has misrepresented certain information to me such as stating they needed me to execute a credit application even though I confirmed I intended to pay in full for the vehicle. Tustin Lexus responded stating they needed me to execute the credit application because it was required under the Patriot Act. I informed Tustin Lexus the Patriot is no longer in effect as it expired in 2020. I believe this misrepresentation amounts to fraud in the inducement in its attempt to get me to execute a credit application.

  • Initial Complaint

    Date:11/07/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 just found an unauthorized inquiry from Sep. 03, 2023, on my credit report. I have never done business with the company in question before, and I did not consent to this inquiry. Regarding this, I have gotten in touch with the creditor, but they have not responded. Please look into it and quickly eliminate it from my credit report.

  • Initial Complaint

    Date:03/26/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Good Year tires from Lexus on 01/31/2019 with 65K ml or 6 years Treadlife Waranty My mileage was ****** Now my mileage is ****** I was at ****** and asked to rotate my tires but was told they are flat and I need to buy a new tires I called to Lexus dealer and talked to Lexus representative ***** I was told they will help and Replace tires or give me discounted $45 price per tire I scheduled appointment on 3/20/23 When I came to my appointment I talked to Service Advisor ********** and Service Manager ************************* They both refused to replace tires or give me $45 discounted price ************************* told me my warranty is expired and he didnt want to help me at all He just prepared quote with total price $846 to change tires So I just drove 23K miles instead of promised 65K miles or 6 years

Tustin Lexus is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.