ComplaintsforLexus of Melbourne

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 11th, 2023 I paid Lexus of Melbourne (Melbourne, Florida) $350.00 to procure license plates and register my vehicle in Maryland. At that time I was told by Lexus of Melbourne's Finance Department that this would be completed within three to five business days. More than three weeks passed without Lexus of Melbourne fulfilling their promise. Needing my car for work, and with my Florida 30-day temporary tag about to expire, I registered the car in Maryland myself. The day that I registered (in-person), I inquired with Maryland's DMV staff if my car had already been registered. They checked and confirmed that no such transaction had taken place. I have been asking Lexus of Melbourne for my reimbursement of $350.00 since March. Lexus of Melbourne staff has told me, on multiple occasions, that they will provide a refund to me, if the third party (AllStates Title Service) releases the funds to Lexus of Melbourne. Recently, I contacted AllStates Title Service. Their employee informed me that I am due these funds, but they cannot credit the funds unless Lexus of Melbourne makes the request. It is my understanding that Lexus of Melbourne refuses to request the reimbursement from AllStates. Because of the lack of follow through by Lexus of Melbourne and AllStates, I took time off of work to register and collect my tags and have taken time out of my personal life to request the amount that is due to me. I have tried to resolve this issue myself by conversing with Lexus of Melbourne and through the Florida Department of Highway Safety and Motor Vehicle's MV Compliance Examiner since March 2023 to no avail. I hope that you can help me resolve this reimbursement request. Thank you. Regards, **** *****

  Business response

  06/26/2023

  
  06.26.23

  
  Attn.: Ms. *******

  
  Re. Case #********

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

  
  2019 NX300-H Lexus/Vin# *****************

  
  Thank you for notifying us of  Ms. ******* Better Business Bureau Complaint regarding her request for reimbursement of the Registration and Titling fee charges for the out of state purchase of her 2019 NX300-H Lexus vehicle.
  Once again, we would like to extend our sincere apologies for any misrepresentation of the time frame required to process an out-of-state (Maryland) vehicle transaction for the registration and title work.  This process generally takes a minimum of six to eight weeks working with a designated title and registration agency after purchase of the vehicle vs the initial “three to five business days” that was quoted inaccurately at the time  of the vehicle purchase (02.11.23).
  
  Due to the time constraints and the expiration of the temporary thirty-day tag that was provided to Ms. ***** she proceeded to personally register her vehicle in Maryland with the Maryland Department of Transportation (MDOT).  We were not notified at the time that Ms. ***** was concerned that the temporary tag was going to expire, we certainly would have issued a secondary temporary tag immediately.  This would have  provided Ms. ***** with the additional time for the tag and title work to be processed routinely to MDOT through our title and registration agency. 
  
  We have since received confirmation that the Maryland “Title Response” has been finalized (see attached documentation #1) on 05.16.2023.  At this time, we are advising that Ms. ***** proceed to contact the MDOT directly for the refund of the funds she paid as listed on the MDOT Transaction Receipt #************* dated 03.04.23 (see attached documentation #2). In the event there are any miscellaneous monies  returned to us by the state of Maryland or our title and registration agency they will be forwarded to Ms. ***** directly.
  
  Thank you for your time.

  
  Sincerely,
  Rachel H. W***
  Guest Relations
  Lexus of Melbourne

  Customer response

  07/17/2023

  
  Complaint: ********
  
  I am rejecting this response because Lexus of Melbourne fails to provide proof of registration payment.

  For clarification are you informing me that ********* paid for my registration? Maryland Department of Transportation has no record from  ********* of registration paid. I will not get a refund unless I can show that ********* paid my registration. I need proof that *** ****** paid the Maryland Department of Transportation so I can prove that they were paid twice. 

   

  
  Sincerely,
  
  **** *****

  Business response

  08/01/2023

  Attn.: Ms. *******
  Re. Case #********
  
  *** **** ** ***** **** ************* *** ********** ** *****
  
   2019 NX300-H Lexus/Vin# *****************

  
  Thank you to the BBB for your patience as we continued to review Ms. ******s request.

  
  As we have stated previously, if there is any refund obtained from either the MDOT or *** ****** Title Service we will forward it to Ms. ***** with the highest matter of urgency.

  
  Since our last response we have received a refund for Ms. *****. We were advised that the state of Maryland only required a $100.00 Excise Tax Fee for her transaction. Florida does not get a Sales Tax since Maryland has an Excise Tax not a Sales Tax. With that said, Ms. ***** will receive the full amount for these transactions as noted below:

  
  Tax                          1,703.88
  Other Fees          120.00
  Title/Reg              350.00
                                  2,173.88
  Dealer Paid          28.15
                                  2,202.03
  Processing fees  (170.00)
  Refund due:        2,032.03
  
  The check refund (see attached documentation # 5) has been mailed to Ms. *****, at her **** ************* **** ********** ** ***** *******, on 08.01.23 by Lexus of Melbourne.
  
  We are confident that this will resolve this case accordingly and once again thank you to the BBB for their continued efforts to ensure all parties have been satisfied.
  
  Sincerely,
  
  Rachel H. W***
  Guest Relations
  Lexus of Melbourne

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Jan 7 we emailed the General Manager and have had no response. On Dec 29 our vehicle was picked up to be serviced, and returned to us at 5:00pm. It was dropped off with the keys in the vehicle, as we've done many times before with no contact. As soon as we entered our driveway we saw the front right headlight was now cracked. Immediately we called the service department (at 5:41pm) and no one answered so we left a voicemail describing what we were looking at. We were confused because this wasn't damage we could have overlooked prior, but also the report by Lexus that day checked everything and detailed the headlights were without damage. The headlight could not have been cracked during the 30 minutes the car sat in our empty driveway after it was dropped off to us. Someone called us the next day and left a voicemail. They indicated the point of contact would be Michael ***** So at 4:00 I called, was told he was gone for the day and I should call him back in the morning when he would be in. The next day, I called at 9:09am and reception put me to his line. I left a voicemail for him when he didn't answer. He did not call me back, so I called again at 12:42, this time leaving a voicemail with the service department when no one there answered. At 1:30 I drove the vehicle down. Unfortunately, there had been no internal communication throughout all of this and Michael *** said he had no idea what I was there for. He could not get past hyper fixating saying "You didn't leave me a voicemail."  I described that we really couldn't do anything more than to have called the service department as we did, and let them know. He was balking and saying "there's no way". He dismissed me and said he would "look into it" and "I'll call you on Monday". "Monday" "I have your number, I'll call you on Monday." So I waited, but he didn't call me. It's been over a week since that Monday passed and no one followed up. I also emailed all of this to the manager on 01/07 and no response.

  Business response

  02/25/2022

  Business Response /* (1000, 8, 2022/01/17) */ Mrs. ******** noticed damage on the headlight and reported so to the service department. The damage around the fog light was noted on the drop off and pick up of the vehicle and signed for by the customer. The vehicle was not damage while in our care. Documents are attached. We sincerely apologize for the lack of communication as we have had a change in command of the Service Department. Mr. Ruben ******* our new Service Director, is more than happy to discuss with the customer. Consumer Response /* (3000, 10, 2022/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dr. ******** cannot verify that is the paper he signed prior to the transporter taking the car. The transporter filled it out and gave to him to sign, but did not note any damage written or verbally. Dr. ******** did not see him do a walk around of the vehicle. We're also confused to why both the transport and return forms appear to have been filled out by Mr. Hoye, what we are now learning is the former service director. The handwriting on these forms all appear identical to Mr. Hoye's in his response to the BBB. Please find attached a copy of the paperwork filled out by the actual transporter and signed that morning by Dr. ******** to release the loaner vehicle to him. These forms Lexus IS now purporting as accurate were not filled out in the same writing. The transporter has a distinct use of symbols to write the date which he also used in verifying Dr. ********'s driver's license. These forms do not appear to have been filled out by the same person present in our driveway that morning, they look like they were filled out by Michael ***** Lastly, the date noted on the return form is completely different 12/30. Why would the transporter know what day it is in the morning but forget by evening. Along those same lines, Mr. ******* response at the bottom is concerning. "Mrs. ******** noticed the day after drop off damage to the front right of her car including a broken fog light. I told her we would review it but can't be responsible a day later." This is easily verifiable by Dr. and Mrs ********'s phone records which corroborate the accuracy of the timeline given in this complaint. We noticed the damage immediately, we reached out to the service department immediately. We are all confused to the reason Mr. **** wrote representing Lexus of Melbourne dismissing responsibility on this basis. It seems like the former director intentionally mischaracterized the situation on these papers, and then filled them out himself. I'm shocked the new service director is so easily choosing to turn a blind eye to the fact the paperwork filled out within the actual service department explicitly states there was no damage to exterior lights. If there was a broken exterior light and you're saying it came that way, why was it not noted by the service department on the form? Instead , why are we apparently embracing the forms appearing to not match the transporter's writing, that have the wrong date written on them, and sure look like they were written by the now replaced service director. Thanks for the reach out through BBB in the case of a change in employees though. For the future someone from Lexus reviewing this complaint and seeing how many times we reached out to you, may want to consider reaching out to us themselves regarding consumer concerns if it's being blamed on a changeover internally. Glad we have BBB to facilitate you taking interest in your responsibilities to the consumer. To be clear, to date, still no one from Lexus has contacted us besides through this BBB form, and so we are not satisfied with the response from Lexus of Melbourne. They should provide transparency and respond directly to consumer complaints themselves, especially after we have gave them repeated opportunity. I would still like it explained to us why the paperwork we received states no damage to exterior lights and now on January 18 suddenly you've produced forms that contradict yourself. And in spite of all our attempts to communicate since Dec 29, you're just now uncovering these. If we had not issued this complaint we would have continued to be ignored so I'm thankful for BBB efforts.

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