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:07/03/2023

  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.

  These crooks sold me a 2017 Tucson, which I was told was in good, reliable condition. I also bought the extended "end to end" warranty. I have had issues with it since day 1 and got the full run-around with it. They even set me a service appointment 3 weeks out and then turned me away when I got there, saying they didn't have ******* mechanics or diagnostics equipment, which is fine if they didn't have me drive 40 miles each way to tell me this. When I finally got the truth from a ******* dealer, it was revealed there's roughly $4,000 in repairs needed for the A/C, which are covered under warranty, and about a $***** worth of repairs, which are not. Lexus of Wesley Chapel wouldn't even give me the warranty information to get the A/C fixed until I threatened to show up in their lobby and was on the way there. Their sales manager refuses to take any responsibility for this. He very snarkily told me they make sure the used cars they sell get a test drive and an oil-change, and that's it. I have only driven this car for less than ***** miles and shouldn't be having these problems. Some of the items found today were: Tune up needed @ $249.99 (done every 10,000-12,000 miles), **** Induction Cleaning @ $229.99 (done every ****** miles), and a leaking upper radiator hose @ $453.30. Since I was so egregiously lied to, I want Lexus of Wesley Chapel to cover these items.

  Business Response

  Date: 07/03/2023

  **************** purchased a 2017 ******* Tuscon from us on April 5, 2023.  The vehicle had ****** miles on delivery.  **************** wisely purchased a zero deductible, Platinum extended vehicle service agreement to cover any repairs (not recommended routine maintenance) for 3 years or ****** miles.  As part of our safety inspection, we make sure that we complete a safety check to verify that there is a safe level of tread on all tires and that the brakes are at a safe level, plus we check to the best of our ability for any signs of any leaks anywhere on the vehicle.  During the inspection and servicing the vehicle that **************** purchased, before placing the vehicle for sale, we replaced two front tires (mounted and balanced), replaced brake pads and rotors for the front wheels and completed an oil change.  We also provide a CarFax for each used vehicle that we sell and make sure that, before the buyer purchases the vehicle, they have an opportunity to review it.  We also insist that they sign a copy of the CarFax verifying they have had an opportunity to review it.  We neither advertised to the effect, nor told **************** that all recommended ******* services had been performed.
  
  When we called **************** back on June 30th, the same day that she emailed us her complaint, we told her that the recommended (not required) services that she is referenced are not something that we would have done for any of our used vehicles, other than for a Certified Preowned Lexus.  In fact, we told her that this is not something we would have done for a 96k mile Lexus which was being sold AS / IS, just like her 2017 *******.  We were not surprised by this complaint via the BBB, as **************** threatened both in her email and during the phone call that she would lodge a complaint unless we reimburse her for the additional services that she paid at the ******* dealer.  We told her that we had done nothing wrong or mislead her in any way and that if she felt the need to contact the BBB, then that would be her decision.

  We are attaching a copy of the Repair Order from when the vehicle was serviced prior to being offered for and ultimately retailed to ****************, plus a copy of the CarFax that **************** signed.

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20261828
  
  I am rejecting this response because:

  It is clear by the actions of the dealership that they knew this vehicle was in need of extensive repairs when they sold it to me. They told me it had a clean bill of health, and that was a lie.  Otherwise, why try at every opportunity to deny me service?  They clearly did not tell the truth and then tried to prevent it from coming out.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/23/2022

  Type:Billing 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 recently leased a vehicle at Wesley Chapel Lexus. I was turning in an old lease for a Lexus Nx 2020 to a Lexus NX 2022. I worked with the finance department to start a new lease. I was told that I had to make my first payment which I did. I had just made a payment on Oct for the old lease and so when I was told I had to make a payment I thought it was for the month of November. I received a a notice for a payment for the month of November. When I called Lexus Financial and also Lexus of Clearwater the finance *************** was very rude and I told him that I had already made a payment in October he stated he didnt know that I should have told him and I he tried to explain that I will not have to make a payment at the end of the lease. The conversation escalated and I called Lexus and spoke with the sales manager *****. He said he spoke with **** and that he was going to be disciplined. Never once did the manager ***** mention anything regarding the payments and how to fix that. I made a payment in Oct for the old lease and made a payment for the new lease. I shouldnt have to make another payment until December. I am very upset with Lexus of Wesley Chapel.

  Business Response

  Date: 11/23/2022

  We issued a refund to ************* for the full amount in question with our deepest apologies.

  Kind regards,

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

  General Manager 

  Lexus of Wesley Chapel

  Customer Answer

  Date: 11/28/2022

   
  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,
  
  *****************

• Initial Complaint

  Date:08/24/2022

  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.

  Placed a deposit on a vehicle of $1000.00 on July 23 with Sales Rep Charles.
  Wife and I decided to not purchase a Lexus but a Cadillac.
  Was told by Charles that a refund would be issued on Aug 11th.
  Have not received my $1000.00 deposit back.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/24) */
  We have refunded Mr. ******* the $1,000 deposit. Our apologies for the delay.