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:10/24/2023

  Type:Sales and Advertising 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 bought a 2012 Maserat Granturismo covertible with only 425 miles. I flew over from ****** to see the car befor paying the full prize of $ *****. *********************** told me that the car was perfect besides some small issues that they would fix before the car would be shipped to ******. When I saw the car, they were fixing the electronic on the passanger seat, a minor dent in a door etc. After buying the car, the car stood at Lux Auto Group for about 30 days before it was picked up fore shipping to ******. When the car arrived in ******, the seat had not been fixed, there where missing some engiene covers and a battery cover in the trunk, several parts had not been mounted, no documents documenting the service they told me they had done and the the lamp for power steering said the steering needed service. No I have to transport the "perfect car" about 200 miles to the nearest Maserati dealer. Have tried to send email to ***** and the company without any respons. Once he answered the phone, said he would call me back, but he never did. I guess the repairs will cost me between $ 2-4.000 in ******.

  Business Response

  Date: 12/12/2023

  Customer did fly in and see the vehicle. I think we can all understand and know that a perfect condition used car does not exist, especially when its $45k Maserati since they cost $150k+ new.  Besides that, customer came in. Saw the car and test drove the car. At the moment the only issue was that ONE of the functions of  the passenger seat was inoperable. Since the customer had a long wait time due to shipping across seas. We stored the vehicle at no cost after the sale was made. We also repaired the seat at no cost to the customer and this repair lux auto $2,477.50. Vehicle was also discounted for the customer $3000.00 at the time of purchase. The vehicle was missing a plastic cover somewhere in the engine compartment that took too long to arrive to us before shipment of the vehicle. So once was ordered and sent to the customer directly. Customer at this point is satisfied with outcome and communication and deal that was made. Attached is proof of purchase and eta of parts ordered for customer paid by us Lux Auto.

  Customer Answer

  Date: 01/03/2024

  Hi. Sorry for the delay on my answe, but I have been waiting on the company to fullfill what they have promised to me.

  I have recived some of the parts that where missing on the car and I am waiting on the rest of them.

  Lux Auto Group have held their part of the agreement so far but Im still waiting. They have told me that the missing part will be send to me soon.

  Dougt It har taken some time, **** at Lux Auto Group seems to have a wish to fix this problem and put the company in a better light. Thanks to **** and his efford to fix this

  Customer Answer

  Date: 01/09/2024

  Hi. Sorry for the delay on my answe, but I have been waiting on the company to fullfill what they have promised to me.

  I have recived some of the parts that where missing on the car and I am waiting on the rest of them.

  Lux Auto Group have held their part of the agreement so far but Im still waiting. They have told me that the missing part will be send to me soon.

  Dougt It har taken some time, **** at Lux Auto Group seems to have a wish to fix this problem and put the company in a better light. Thanks to **** and his efford to fix this

  Customer Answer

  Date: 01/16/2024

  Today I recived the last missing parts to the car. After manager **** took over, we agreed on some missing parts that he would ship to me in ******. It took some time, but **** kept his part of our deal, so thank you ****.

  Customer Answer

  Date: 01/18/2024

  Today I recived the last missing parts to the car. After manager **** took over, we agreed on some missing parts that he would ship to me in ******. It took some time, but **** kept his part of our deal, so thank you *********

• Initial Complaint

  Date:09/05/2023

  Type:Product 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 truck Friday 8/25/2023 from Lux Auto $3000 down, Signed paperwork. I had a smile on my
  face until I tried to start it and leave. (Lux Auto) Isn't weird that the starter went out today of all days.
  They said let us fix it for you real fast, we can fix it tonight. I looked at the Owner in the Eye and said I
  must have the truck for cabinet install tomorrow and he said guys will stay late and get it fixed. I drove
  back later that evening at closing time to pick up because I did not get a call otherwise and, (Lux Auto)
  Unfortunately we can't get it done tonight sorry. So, I lost my Install and the cabinet company said we
  cannot use you anymore. Mind you I never left the LUX Auto Parking Lot with the truck, and they kept
  the truck from Friday to Monday. No phone call letting me know what the situation was. I go up to the
  Lux Auto on Monday 1.00 PM and the true colors were shown by the group. I explained what happen
  with my job and ask for my $3000. To My my surprise they said paperwork was signed and they were
  not giving the money. As a business owner myself I personally would never treat a customer like this. I
  hope no-one must go through what Lux Auto has put me through. My first picture of the truck was fluid
  leaking out underneath and hood up not being able to drive and still sitting in the place I bought it from
  4 days later. I will never be able to afford the nice cars that they drive and have in the showroom. Well,
  I guess it is a good thing because the $ 3000 Could have been $ 20,000 Ouch! 8/29/23

  Business Response

  Date: 09/05/2023

  Hello, a portion of this is true. Customer Purchased the vehicle. As soon as customer was going to drive off the property the starter went out. Management had the technicians work overtime until 9pm to replace the starter, the starter was replaced, unfortunately the new starter was a faulty one from the manufacture. Our service team does not work weekends, however we had someone come in on Saturday to install another one. It worked flawlessly.  We notified the customer but unfortunately the customer already purchased one elsewhere. During the duration of the repair we gave the customer a loaner. a 2008 ford f250, which we don't do for anyone. but we understood the inconvenience that this could have caused so a loaner was provided at no cost. The repair was done. overtime was paid. Vehicle was repaired and readily available. the $3000.00 down payment was a non refundable one. However, being this unfortunate circumstance we decided to reimburse the customer $2,000.00 of the $3,000.00.

  We paid the salesman a commission for his services. we repaired the vehicle. We gave him a loaner that was used by the customer. we have to re-market and advertise the unit. unwind the deal with the bank and get hit with a fee. 

  Typically due to these costs deposits are always non refundable. 

  We made an exception to this customer.

  The fluid under the vehicle was Air conditioning condensing just like any other car. 

  As always customers fail to mention the good. they only talk about the bad. 

  customer was given $2000.00 as a refund and that's where this complaint ends.

  Customer Answer

  Date: 09/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My personal  opinion, you knew the starter was bad and wanted me to leave with the truck as is. Also, if the truck was fixed on Saturday, why did you give me a loaner ? I had asked for my money back on Saturday because I had lost my Job and that is when you told me it would be fixed on Monday and put me in the loaner that I never used. When I returned on Monday at 1 PM you said the truck would be completed in 30 minutes. It comes down to one thing, if the product that you were selling was on point, none of us would be here reading this. In my opinion I gave you plenty of time to fix the truck, I put 0 miles on the truck, and you made $1000. This whole situation smells very Fishy like the loaner you put me in, My personal Opinion.  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/22/2023

  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.

  Lux Auto Group misrepresented the car I purchased from them, a 2012 Ferrari California, They said it was in excellent condition, had been serviced and inspected twice. Upon delivery the car was undrivable. Significant damage to gearbox, damaged left axle, rpm failure, Muffler bent and installed wrong with dangerous leaks, all 4 rims bent, CV boots torn, broken windshield, leaking gearbox that needs rebuild, brake light on, brake failure, missing heat shields in gear box, missing original key and books and manual, hardtop inoperable. Tyler F***** the sale person said the car needed nothing was in perfect condition and misprese need the car in every way. I had a certified Ferrari mechanic review and quote me 60K to repair the car that I pay 91500 for and that Tyler said was in excellent condition and needs nothing! They refuse to talk to me. It's been 14 days since it was delivered and the owner will not return my call.

  Business Response

  Date: 09/05/2023

  Dealership has attempted to contact customer 7 times in the past 10 days. We provided customer with all service records. Top being inoperable is not true and gearbox failure is also not true as both were serviced with records before the transaction took place. Both records were sent to customer and approved. The cv axle is a wear and tear item and at the time of inspection it passed. We unfortunately can not be biased and go off the visual inspection of a Mechanic friend of the customers. Either way, Video face time calls were in place in order to assure customer satisfaction. customer was pleased. Discounted the price of the vehicle for the customer and arranged shipping as well. A Pre Purchase inspection was performed by Ferrari of Orlando and also sent to the customer. A recall was the only thing that was unable to be performed by Ferrari due to scheduling issues. during the Pre purchase inspection all it needed as lug nuts which were replaced. Four wheel Were NOT bent. because videos of the vehicle driving in the cock pit at over 75mph was also shown to the customer. A lot of false accusation are being made in this complaint but being who we are we are still going compensate the customer. 

  Dealership is willing to offer $3,000.00 to aid towards any inconvenience. This offer is our final and last offer. 

  Customer Answer

  Date: 09/06/2023

  
  
  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:06/29/2023

  Type:Product 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 bought a car from Lux auto group on March 31, 2023. It’s going on almost 3 months they will not answer my calls now or or not willing to give me a refund did the fraud with me

  Business Response

  Date: 07/30/2023

  Customer and dealership settled with a Trade in at no extra cost. Customer is satisfied with outcome.

• Initial Complaint

  Date:10/27/2022

  Type:Product 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.

  10/05/2022
  I paid lux auto group 1500$ down payment when they approved my loan 2 days later they called back and denied me my loan and repossessed the vehicle with out return my down payment and refused to give it back they say it's a deposit when the paper clearly says down payment
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/27) */
  Hello, your loan was rejected by the bank over 7 days later due to falsified income on the credit application and false pay stubs. Customer was in possession of the vehicle for
  A total of 3 weeks before We had to repossess the vehicle from customer due unwillingness to return vehicle back. We explained to the customer that the Down payment/ deposit was not refundable due to the use of the vehicle, cost of marketing and reconditioning. Vehicle was recovered completely vandalized by customer.
  
  
  Consumer Response /* (3000, 7, 2022/10/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First off when they told me the I was declined by the bank I told them I had no problem bringing the car back just w the return of my down payment and he told me I wasn't getting it back no matter what do I parked the car tell they came and got it never vandalized it barely put any miles on it it was parked for 2 and a half weeks before they came and got it. Bottom line they are not untitled to keep a down payment on account of their mistake or scam but I just want my money I would be happy for a 1000 even they can keep 500 for detailing that was not needed there crooks
  
  
  Business Response /* (4000, 9, 2022/10/31) */
  No funds will be returned to this customer as customer acknowledged that the deposit is nonrefundable. Attached is the Acknowledgment. When trying to reach out to the customer on several occasions there was no answer. Vehicle has been vandalized and we have incurred in a lot more than $1500 worth of damages. As an effort to put this behind, we will offer a $500 credit towards a future purchase when customer is qualified by bank.
  
  
  Consumer Response /* (4200, 12, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Y'all scammed me out of my money, I just don't want it to happen to anybody else and I guess I'll go the next step thanks
  Just look up the 2 definitions deposit and down payment come on yal stole from me and it said I have to do this to attempt to get what I'm owed back which is my down payment in full so keep your voucher and we'll go the next step.