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:05/22/2025

  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.

  Date of Incident: 05/14/25
  Nature of Complaint:
  I am filing this complaint against Hoffman Lexus of **** ******** for unethical service practices, refusal to honor a Lexus Corporate voucher, disregard for third-party warranty information, and unprofessional conduct by staff—specifically Isabel S******.
  This is the third time I have serviced my vehicle at this dealership. Each time, I have encountered rude behavior, excessive charges, and substandard service. Most recently, I was presented with a $2,400 bill, including $1,700 in labor and $700 in parts. I was never provided with a written itemized estimate prior to service, which violates *********** state law.
  Specific Issues:
  • No prior breakdown of charges: I was given only a total cost after the work was completed, not a breakdown or itemized estimate before service began.
  • Failure to honor third-party warranty: I submitted documentation for my third-party warranty coverage to Isabel S******, but she ignored it, made no attempt to apply it, and failed to communicate.
  • Refusal to apply $300 corporate voucher: I presented a $300 goodwill service credit issued by Lexus Corporate (Ref: ************), tied to my VIN and clearly applicable at any authorized Lexus dealership. Hoffman Lexus refused to process it, despite corporate instruction.
  • Physical damage to vehicle: Parts were left on my leather seats, causing visible damage, and a new scratch appeared on the exterior of the vehicle after service.
  The dealership is now refusing to release my car unless I pay the full amount—despite the inflated charges, unused warranty, and rejected voucher. This behavior is unethical.
  
  This behavior is unacceptable, and I am requesting the BBB’s assistance to ensure that Hoffman Lexus is held accountable and compelled to follow proper customer service, legal, and ethical standards.
  
  Sincerely,
  ******* ****

  Business Response

  Date: 05/28/2025

  Please be advised that this
  office represents Hoffman Auto Group with respect to the above-referenced BBB
  complaint submitted by ******* ****. We have inquired with the team at Hoffman
  Lexus on this matter regarding the service performed on *** ****’s 2018 Lexus
  ** *** and were advised that on May 9, 2025, *** ****
  arrived at Hoffman Lexus for scheduled
  service. Upon arrival, he was presented with a written and itemized estimate
  totaling $2,395.00, which he reviewed and signed prior to any work being
  performed (see attached). This estimate included the following approved
  services: spark plug replacement; coolant replacement; brake fluid flush; fuel
  injection service; transmission service; cabin air filter replacement;
  differential fluid; wiper replacement; key battery; and full vehicle
  inspection. In addition, Hoffman Lexus performed
  a water pump replacement, which was processed and covered under *** ****’s
  third-party extended warranty. Hoffman Lexus also applied a $300 Lexus Corporate goodwill service
  credit to the invoice. The final
  invoice came to $1,769.10, well below the original estimate. 
  
  *** ****’s
  complaint contains a number of misrepresentations and inaccuracies regarding
  the service performed on his vehicle. First, *** **** claims he was never given
  an estimate when, in fact, he was provided an itemized estimate, which he
  signed. Second, he claims that Hoffman
  Lexus refused to honor his warranty; however, the
  warranty was used to cover the cost of the water pump.  Third, *** ****’s
  claim that Hoffman Lexus declined to apply the
  Lexus goodwill service credit is false, as the credit was fully applied. 
  Lastly, *** **** claims that a Hoffman Lexus technician
  placed a part on the vehicle’s leather seat causing damage and also that a
  scratch was added to his vehicle, both of which are false, as no damage was
  observed by Hoffman Lexus.
  
  *** **** was
  provided a loaner vehicle for 13 days at no charge. He refused to return the
  loaner vehicle after service to his vehicle was complete and the vehicle was
  ready for pickup on May 9, 2025, because he did not have the funds to
  pay for the repair services he had previously approved and signed for and
  asked what he should do. Throughout the situation, Hoffman Lexus staff remained
  courteous and professional, despite being treated unfairly by *** ****. Hoffman
  Lexus provided all options for *** **** to pay
  for the repairs to his vehicle, including financing options that he took
  advantage of in the amount of $420.00 towards the invoice. Upon leaving the
  dealership, *** **** was yelling to other customers in the parking lot,
  stating, "They rip you off here—go to ********."
  
  Hoffman Lexus maintains that
  *** ****’s vehicle was properly serviced on all visits to Hoffman Lexus and
  that *** **** was provided the requisite documentation regarding the services
  performed on his vehicle. If there are any further questions with regard
  to this matter, please do not hesitate to reach out to us at any time.

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: Complaint: ********
  I am rejecting this response because:
  
  
  The business’s response contains multiple inaccuracies, omissions, and misrepresentations of both the service provided and my experience. I was not properly advised on service options, including the availability of a Lexus maintenance package that could have significantly reduced the cost. The dealership mishandled my third-party warranty by failing to submit multiple potentially covered services. Although they now claim my $300 corporate credit was applied without issue, it was initially refused until I disputed it. The service manager acknowledged damage caused during service and promised a ceramic coating to address it — a promise that was never fulfilled. Lastly, their narrative about the loaner vehicle is false; I was instructed to hold onto it while they awaited a payment from the warranty company. This situation was driven by the dealership’s disorganization and profit-first behavior, not any refusal on my part.
  
  I maintain that Hoffman Lexus acted unethically and misrepresented events to the BBB. I respectfully request the BBB to keep this case open and unresolved until meaningful accountability and resolution are provided.
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 05/30/2025

  Please recall that this office represents Hoffman Lexus in this matter. As demonstrated by the documentation previously provided and contrary to his initial claim, *** **** was provided with a written, itemized estimate totaling $2,395.00 upon arrival, which he reviewed and signed prior to the work being performed. The Hoffman Lexus service team thoroughly discussed all options based on the vehicle’s condition and mileage. No request was made by *** **** for a prepaid maintenance package, and the services rendered were not eligible for that program. To clarify, maintenance packages are not sold through the service department—they are offered at the time of vehicle purchase through the Lexus dealership finance office. *** **** did not purchase his vehicle from a Lexus dealership and, therefore, was not eligible for a maintenance package. 
  
  With respect to the warranty, *** ****’s third-party extended warranty was properly utilized to cover the water pump replacement. Hoffman Lexus followed standard procedures to obtain coverage authorization and processed it accordingly. No additional approved services met the requirements for warranty coverage, and any claim that Hoffman Lexus failed to submit eligible items, much like his initial claim that he was never provided with a written estimate for the repairs, is not supported by documentation. 
  
  With respect to the Lexus Corporate credit, as indicated in our initial response, Hoffman Lexus applied *** ****’s $300 Lexus Corporate goodwill credit directly to his final invoice. This was not “refused” as claimed—it was processed properly and reflected in the final payment. 
  
  Finally, with respect to *** ****’s claim regarding alleged vehicle damage and ceramic coating, *** **** received a complimentary full detail in March 2025 as a goodwill gesture, which included interior and exterior cleaning. This detail service, which was, again, provided at no charge to *** ****, was noted in the documentation previously provided. There was no damage to *** ****'s documented or reported upon completion of the detailing service. Additionally, Hoffman Lexus does not perform or offer ceramic coating services, so Hoffman Lexus would not have promised or offered a product that is not part of its operation.
  
  Additionally, *** **** was placed in a loaner vehicle for 13 days at no charge, including several days after his vehicle repairs were completed on May 9, 2025. At the time of pickup, *** **** stated he did not have the funds to pay for the services he had previously approved. He applied for financing but was only approved for $420.00. Contrary to his statement, the delay in returning the loaner was not related to any pending warranty payment, rather, it was due to *** ****'s inability to pay the final invoice. He was not instructed to keep the vehicle; he simply did not want to return it. As described in our initial response, on one occasion, *** **** expressed his disapproval by shouting to other customers in the parking lot, which was both disruptive and inappropriate. Despite these actions, the Hoffman Lexus team remained professional in its dealings with *** ****.
  
  In conclusion, *** **** was difficult to work with. Despite this, Hoffman Lexus provided transparent pricing, applied eligible discounts, honored his warranty, extended the use of a loaner vehicle, and maintained professionalism. Given this, combined with the fact that *** ****’s story appears to have changed once he was presented with documentary evidence that refutes his original claim, Hoffman Lexus does not believe any further compensation or resolution is warranted. If there are any further questions with regard to this matter, please do not hesitate to contact us.
  
  

• Initial Complaint

  Date:12/30/2024

  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.

  This business performed a pressure test on the cooling system of my car. When you do this test the car loses even more coolant, as it leaks on the floor. They knew I had to go to ********** ****** and they didn't replace the lost coolant so on the way there my engine overheated. This happened on December 26th. Secondly, they found a mouse nest and they left it there.

  Business Response

  Date: 01/16/2025

  This office represents Hoffman Auto Group with respect to the above-referenced BBB complaint submitted by ******* ***********. We have inquired with the team at Hoffman Lexus on this matter regarding the inspection of Mr. ***********’s Lexus LS460 on December 24, 2024, and were advised that Mr. *********** came into Hoffman Lexus requesting that his vehicle be inspected for any possible issues before the warranty expired.  The inspection exposed several issues in need of immediate attention, including a coolant leak at the valley plate in the engine and rodent activity in the engine compartment. Upon being informed of these issues, Mr. *********** declined having any repairs done. Notably, Mr. *********** signed the inspection report, which indicates the issues in need of attention and that he declined repairs. The inspection report is submitted along with this response.
  
  After declining repairs, Mr. *********** left Hoffman Lexus with his vehicle. He subsequently contacted the Hoffman Lexus team via phone and requested a refund. During this conversation, a Hoffman Lexus representative reminded Mr. *********** that he had been informed of the coolant leak and rodent activity immediately following the inspection and had declined repairs. As a result, Hoffman Lexus would not issue a refund of the inspection costs.
  
  If there are any further questions with regard to this matter, please do not hesitate to reach out to us at any time.

• Initial Complaint

  Date:07/21/2023

  Type:Billing 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.

  Hoffmans collected $1181.75 from me for the registration of my ** car. The actual cost was $940.20. I had to ask multiple times for a refund and when I received the check it was for $19.90. They do not respond to my complaints. It was by far the absolute worse transaction i have ever been a part of. I sent a message asking for an explanation and letting them know I was finally fed up with their lack of professionalism and got NO RESPONSE. I suspect if the file for my purchase was reviewed, you would find some pretty questionable business practices. I want to know why they even had to collect my ** registration when I've always done it myself. It just gave them this opportunity to steal money from me.
  My lender even had to call the manager to get the title. Absolutely not professional.

  Business Response

  Date: 08/23/2023

  Our accounting team sent an additional check to *** of $45.6 that was refunded to us by the out of state registration company on 7/15/23 and was sent out from us on 7/21/23.

  Customer Answer

  Date: 08/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the amount refunded is still a long ways from what was collected and what the state actually charged for my registration. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 09/05/2023

  We apologize for any miscommunication. It appears the fees were not communicated correctly. Attached is a breakdown of charges and refunds with the back up. No additional refund is owed.

  Customer Answer

  Date: 09/13/2023

  There has still never been an explanation as to why they collected over $240 more from me than what my registration actually cost. They have never sent me my second key for my car. I will continue to warn people from using this company.  No explanations whatsoever only an apology for bad communication.  If they would have communicated properly,  I would have never purchased from them the absolute reason car dealers and salesmen are often looked upon as sleazy.

  Business Response

  Date: 09/22/2023

  In our last communication we provided a breakdown of the expenses to explain the cost of each item. I included them again and am happy to assist in any additional way. 

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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 am writing to complain about poor customer service relations after purchasing a ******** **** on or about May 4, 2023.
  The vehicle was obtained on May 24, 2023, and a *********** in-transit plate was issued, that expired on Saturday, June 24, 2023. I never received my *** **** registration.
  During the interim, I and my husband had called numerous times repeatedly from June 10, 2023, up until June 24, 2023, to inquire about the status of the registration. A service that was paid to Hoffman Lexus in order for myself not to have to go to *** **** State Department of Motor Vehicle to title and register my vehicle.
  These calls were not courteously returned, nor answered via text message, call, or e-mail.
  On June 24, 2023, my husband was able to speak to a person (for the first time in two weeks), an operator directed our call to a manager, who was informed that numerous messages were left in the past and that another message sent would be futile. Prior to speaking with Walter, I left a detailed message on the voicemail of the manager at Hoffman Lexus of East Hartford on June 22, 2023. He too, never responded to my call.
  The manager, Walter P******* the second person who actually spoke to us, was helpful in the beginning of our conversation, but became apparently upset towards the end of the call, actually stating that he has customers to attend to and hung up the phone. Not noting that I too am a customer to be attended to and my problem was not resolved.

  Business Response

  Date: 06/29/2023

  Our team has reached out to the customer and sent a dealer plate through ****** on Monday, June 26th.

• Initial Complaint

  Date:12/19/2022

  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.

  I purchased a vehicle in August and I still haven't received the title. I called them multiple times and was told every time to wait another week. Now its already been 4 months. I' m paying for insurance and parking lot and for the bank. I lost money and time, I did got to the dealership in person several times. Without registration I can't work.

  Business Response

  Date: 12/19/2022

  Our team has communicated with the customer and they were at our location today. We have their title for them and their paperwork is at the ** **** The customer needs to provide us with the correct insurance card which and then we will be able to get to the next step of the process. 

• Initial Complaint

  Date:11/30/2022

  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.

  I purchased a warranty for Hoffman Lexus. I purchased a 2020***** had the car for a year and sold the car in October. I have tried to get a refund from the remainder of my warranty. I have contacted Al numerous times. I did receive a call from him, and he left a message explaining that I needed to email him with all the documents. I emailed him on November 15 with more than what was needed. However, since then I have left messages called again and left another message for someone named Mike. No return calls from anyone. Unfortunately, because Lexus did not sell the warranties the dealership sold an aftermarket warranty to me there is nothing, they can do to help me . All I want is what is owed to me. I wouldn't purchase a car from there ever again. I guess if you're not there to purchase a vehicle they want nothing to do with you

  Business Response

  Date: 12/02/2022

  Our Hoffman Lexus Business Manager, Al left a message for the customer on November 14th and explained exactly what was needed to help with the cancellation. She sent it all in that day and I forward it to our accounting office to
  process. Typically a cancellation takes 6-8 weeks when a bank loan is taken. In this case, she proved that the
  loan is paid off, which reduces the time to 3-4 weeks. Our team has expedited the issue for her and she should expect to receive the refund within
  2 weeks.

  Customer Answer

  Date: 12/05/2022

  
  
  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,
  
  
  
  ****** ******