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:01/22/2025

  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.

  I have a car Lexus RX350 *********************** factory warranty until April. I reported to the dealership on Jan 22nd that I hear a rattling noise in the drivers door constantly and it sounds like some parts hit the glass. Dealership reviewed the case and confirmed that there is a noise, but they declined to fix it because "it's typical for this cars and they compared to another car, and there is no payment from Lexus for that type of work". Basically, they admitted the issue but declined to fix it because Lexus does not believe it's an issue or something like that. It sounds like they want to push me out of the warranty period and then fix for extra payment. I have writing issue statement from the dealership admitting the issue. To me it sounds as a fraud or consumer rights violation to decline the fix on such a ridiculous reason. I mentioned to them what if this "small" issue can lead to a broader damage to the car or even to the driver and they were not able to discuss this further. I opened case with Lexus number ************. So far Lexus also not taking active action on it. My point if issue is also with other vehicles and they know about it and they do not fix it, it means that it's acknowledged by the both dealership and manufacturer itself. Please help me with this case.

  

  Business Response

  Date: 02/13/2025

  I appreciate you reaching out regarding the noise you are hearing when closing the door on your 2021 RX 350. After further inspection, we have determined that this is due to normal wear and tear and is not a repairable component.
  
  If you have any further concerns or need additional assistance, please dont hesitate to reach out to our General Manager ******, at ********************************** or ************. We are always happy to help.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  Date:12/14/2024

  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.

  Purchased a 2013 Lexus LS 460 from this dealer. Because of my location I had to have the vehicle shipped so found a Lexus dealer because they have a high level of standards. Was shown numerous pictures and was assured that the vehicle was clean with no damage, scratches or defects. When transport company picked it up they documented numerous issues with the front and rear bumpers with pictures. In addition it was missing the floor mats and owners manual. The damage has been estimated at around *****. The dealer refuses to talk to us about this matter. Attached a copy of the invoice for the back bumper but the front bumper needs to be replaced as well. Pictures attached are from transport company when vehicle was picked up.

  

  Business Response

  Date: 01/23/2025

  I apologize for any miscommunication that may have occurred. According to our records, the Bill of Lading/Vehicle Inspection Report, which was signed by the dealership, yourself, and the delivery driver, does not indicate any damage to the vehicle at the time of delivery.
  
  For your reference, Ive attached a copy of the signed Bill of Lading/Vehicle Inspection Report.
  
  Please let me know if you have any further questions or concerns.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22687789
  
  I am rejecting this response because:
  The delivery company submitted photos from when he picked up the car at the dealership which are the photos we submitted. He also pointed them out to us when we received the car. He did not mention anything about reporting the damage on the bill of lading he just asked us to sign on his phone. This is our first time having a car shipped and knew nothing about adding the damage to that document. We have approximately 25 plus photos sent to us by the delivery company time stamped the day of pickup.  I have documentation showing the damage at the time of pickup and the pictures on the website when it was posted on Lexus dealer website that do not reflect this damage. I also specifically asked my salesman if there was any damage and he said the car was perfect. Secondly we never received proof of payment received or documentation showing the sale was completed.  Thirdly, no one disclosed the car had been in two prior accidents or had us sign anything to this fact. 

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/13/2025

  I apologize for any miscommunication that may have occurred. According to our records, the Bill of Lading/Vehicle Inspection Reportsigned by the dealership, yourself, and the delivery driverdoes not indicate any damage to the vehicle at the time of delivery.
  
  Unfortunately, we have no record of any damage to the vehicle when it was picked up from our dealership.  Please reach out to our General Manager,  ****** *********** at ********************************** or ************ with any questions.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  Date:11/08/2024

  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.

  I was told on 10/28/24 that they have one Lexus TX500h coming in with the recall addressed and it should arrive in 7 to 10 days. I asked for tracking info, they provided the *** but say they have no tracking information. They took a deposit of $1000 on 10/29/24 and now the sales *** has not been answering my calls or messages since 11/4/24. He kept calling me to sign the purchase agreement so that he can show this sale in the October month and it would benefit him greatly. As a professional myself, I trusted him as the date of delivery mentioned on the purchase agreement was "On or around 10/30/2024". As of yesterday 11/7/24, there is no update from the sales *** or any other person in the dealership of Arlington Lexus. I sent an email to the General Manager, the new car sales manager and one of the ***'s to refund my deposit because I do not want to work with them because of their unethical practices but have not gotten any response yet.

  

  Business Response

  Date: 12/05/2024

  We apologize for not being able to provide the new vehicle you placed a deposit on within your desired timeframe. Please know that Lexus of Arlington has refunded your deposit. If you have any questions or need further assistance, feel free to reach out to ****** *********** at ************ or *************************************************.
  
  Thank you for your understanding, and we hope to assist you in the future.

• Initial Complaint

  Date:11/07/2024

  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.

  I came to the dealership because I saw an online ad about the used car that for my budget and interest. It was on October 12, 2024. The person whom I had an appointment with through their online system was busy so he referred me to another person. The woman sales *** was Ms ******* She was nice enough to talk to but she didnt disclose any information about the car I was about to buy. She told me that it was fine and that there was no problems with it. She very much insisted on me buying it pretty aggressively claiming that the car was great. I gave in as I wanted that model and the price was ok. They went ahead to trade in my card and gave me a price to buy the new car. However, when i got home and started looking at the documents online and found out that the car was badly painted, there were interior problems and more. She never mentioned any of that when I specifically asked her. Of course when I tried calling them , they ignored my calls. I am very disappointed and upset with that business. They took advantage of me being a single woman who trusted them.

  

  Business Response

  Date: 11/18/2024

  I'm sorry you are not fully satisfied with your recent vehicle purchase from Lexus of Arlington. Your feedback is important to us, and we want to address any concerns you may have.
  
  At the time of your purchase, you were provided with a CARFAX report that detailed all instances in which the vehicle was brought in for maintenance. For your reference, I have attached a copy of the signed CARFAX report from your purchase.
  
  Should you have any questions or require further clarification, please do not hesitate to reach out to our General Manager, ****** ***********. He can be reached at ************ or via email at *********************************** ****** would be happy to assist you with any concerns you may have.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22524232
  
  I am rejecting this response because:
  The carfax document did not show that the paint job on the car was so poor that it has already peeled to the metal.  One of the tires leaks air,  so it needs to be fixed. The tires are mismatched. The car had cockroaches inside, that no one told me about. The fab was a single one so I have to pay over $500 to get a copy. The front plate holder was missing and I wasnt offered to have any help if obtaining the correct plate holder. I was assured that the car is in a great condition by ****** ******. I specifically asked her what was wrong and why it was not certified. She didnt give any specific answer. Im so disappointed in the Arlington Lexus dealership that I would never recommend them to anyone. 
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 12/27/2024

  I apologize that you are not fully satisfied with the purchase of your new vehicle.
  
  At the time of your purchase, you did sign a customer satisfaction form confirming that the vehicle met your expectations. However, our ultimate goal is for you to be completely happy with your experience.
  
  To address your concerns further and find a resolution, I encourage you to reach out to our General Manager, ****** ***********, at ************. He will be more than happy to assist you.

  Thank you,

  ******* ****

  HR Director

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

• Initial Complaint

  Date:07/19/2024

  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 a vehicle from Lexus of Arlington on June 26, 2025. They added numerous charges for warranties, totaling nearly $10,000, without my knowledge. I instructed them to remove these charges, as I did not request or authorize payment for the warranties. Instead of removing all the warranties, they removed three but left two remaining. Furthermore, instead of deducting the extra fees from the three warranties, they added those fees to the price of the vehicle. They sent fraudulent documentation to the lienholder, inflating the vehicle's price and hoping I wouldn't notice the change or the remaining warranties.I have contacted the dealership multiple times to speak with the general manager, but I have not received a call back or email response. I have even visited the dealership in person, only to be told that no one was available to assist me with this fraudulent matter. Additionally, I spoke with the lienholder, and they, too, have been unable to reach the dealership. Despite this, the dealership continues to sell vehicles, misleading customers into thinking they are receiving a great deal.Please advise me on what I can do to resolve this matter and how I can get my money back from this dealership. Please also inform all consumers of Lexus of Arlington about these practices. I have more documentation to support my case if needed. I have attached two supporting documentation. Thank you.

  

  Business Response

  Date: 08/08/2024

  I apologize that your recent purchase did not fully meet your expectations. We have processed the cancellation of your warranty and issued a check to ************************** your lienholder. I've attached a copy of the check for your reference.
  
  If you have any further questions or concerns, please do not hesitate to reach out to our General Manager, ******, at ************.
  
  Thank you for giving us the opportunity to assist you.

  Thank you,
  ***********************

  HR Director

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

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22015209
  
  I am rejecting this response because:The dealership has not provided an explanation as to why the contract submitted to the lienholder reflects an inflated price of $34,464.05, when I purchased the vehicle for $31,330.05. I have documentation, including the original contract, that was sent to me on the date of purchase, confirming this amount.
  I would appreciate clarification on why the vehicle price was increased by $3,134. The first attached contract is the one I signed on the date of purchase and received via email with the other documentation. The second contract, which reflects the higher price, was fraudulently sent to the lienholder.
  Please address this issue as soon as possible.
  
  Sincerely,
  *****************

  

  Business Response

  Date: 09/12/2024

  I want to apologize for any confusion regarding your contract. Our General Manager, ***********************************, would like the opportunity to review the details with you personally.
  
  Please feel free to contact him at your earliest convenience at ************ or via email at **********************************.
  
  Thank you for your understanding, and we look forward to resolving this matter.

  Thank you,

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

  HR Director

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

• Initial Complaint

  Date:07/02/2024

  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.

  I ordered a vehicle with a $1,000 refundable deposit in July 2023. After waiting the better part of a year and having little to no dealer initiated communication, I was informed (after my initiated email) on May 7, 2024 that the vehicle had arrived at the dealership. I indicated that I was unable to arrive at the dealership midweek with no advanced notice. I asked to come to the dealership on that Friday or Saturday. I was told I had 24 hours to get the vehicle. After my objection I was told I had 48 hours within which to come to the dealership and purchase the vehicle. Disgusted with the lack of communication and the ensuing lack of accommodation, I asked for a refund for my deposit. Since this time in early May/2024 I have asked repeatedly for a refund on my deposit. I was most recently misled in early June when I was told that it was mailed to me. After 3 weeks of waiting for the check in the mail I again initiated conversation with the dealership. I was then advised that the check was actually never mailed. I asked that the check be mailed and a tracking number be emailed to me immediately. It has now been 5 days from which the dealer has refused or failed to provide a refund or tracking number for said refund. I am concerned about potential fraud and obvious failure to treat a customer with due care and regard.

  

  Business Response

  Date: 07/09/2024

  We apologize for any inconvenience caused as we were unable to meet your needs.
  
  Our records indicate that a deposit refund check for $1,000.00 was issued to you and has successfully cleared our bank. Please find a copy of the cleared check attached for your reference.
  
  If you did not cash this check or require any further assistance, please let us know, and we will be happy to help.

  Thank you,
  ***********************

  HR Director

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

  Customer Answer

  Date: 07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  It is sad that it took a complaint through BBB to get action on their end. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/28/2024

  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.

  I purchased a vehicle and I explained to them I want companies fully supported by Lexus. They sold me a 3rd party Tire and Key warranty that I have to go through loops to get repairs for. Not to mention they sold me a vehicle with poor tire and break quality. I have tried calling the finance department several times. I really believe they are getting kickbacks from the warranty company they are using because the cost is a few dollars less than the actual Lexus warranty. The mileage on the car was less than 24K so why not give me the Lexus tire warranty?

  

  Business Response

  Date: 07/11/2024

  I apologize for any dissatisfaction you have experienced with the warranty you purchased for your vehicle. We strive to provide our customers with the best products and services, and it is regrettable to hear that we did not meet your expectations in this instance.
  
  To address your concerns, please be informed that you can cancel your warranty at any time by visiting the following link: ******************************* and completing the cancellation form.
  
  Please note that if you financed your vehicle, the cancellation check will be sent directly to your lienholder. If your vehicle was not financed, you will receive a check directly.
  
  If you have any further questions or require assistance with the cancellation process, please do not hesitate to reach out. Our customer service team is here to help and ensure your experience with us improves moving forward.

  Thank you,

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

  HR Director

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

• Initial Complaint

  Date:03/20/2024

  Type:Sales and Advertising 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 visited ********************* LEXUS dealership in Arlington **************** at 1510 *********** Arlington Heights, ** ***** on December 15, 2023 to purchase a 2024 LEXUS TX500h. When I was approached by the salesperson, I asked him first if I can talk to the finance manager since I had the intention on using the car as a ******* Limousine and I needed to know if there was a Finance manager on duty who knew how to file the Rolling Stock Tax exemption FORM RUT-7-A. As per the ******** compiled Statute Chapter 35 ILCS 115/2d limousines are tax exempt.There were 3 finance managers working that day to whom I spoke separately regarding to Rolling Stock Tax Exemption as the vehicle was meant to be used as a Limousine in the ***************.I was told by the finance manager ****** that commercial loans will not exceed 48 months, which will make my payment too expensive. I wanted to amortize my loan over the life of the car allowed by the *************** which is 7 years. I was advised to purchase the car as a personal car to get that kind of financing and supply the FORM RUT-7-A to be filed with the State to get the Tax refund.I provided the form RUT-7-A to ******************** manager the next day who told me that the refund will be applied for and to expect it after few weeks. I stopped at the dealership on Friday 2/23/2024 for my second car service. I went to check the status of my refund. I was told that ********* fired!I asked the new finance manager about the status of my refund; he told me that the dealership cleaned ******* office and that theres no refund application pending. I was assured that he would submit an amendment to the state for me to get the refund. Its been almost a month and I havent heard from the dealership or received any refund.

  

  Business Response

  Date: 03/27/2024

  First and foremost, I want to extend my sincere apologies for any miscommunication or inconvenience you may have experienced during this process. It has come to our attention that there was a misunderstanding regarding the financing options available through Lexus ********* Services.
  
  Unfortunately, Lexus ********* Services does not extend financing for vehicles intended for use as taxis, limousines, or in services such as Uber. This policy is established by the lender and is beyond our control. I understand how frustrating this must be, especially after completing the purchase process.
  
  Additionally, I want to clarify that the taxes you paid are standard and required charges on all vehicle purchases. These taxes are not specific to your situation but are part of the legal requirements associated with purchasing a vehicle.
  
  Please accept my sincerest apologies for any inconvenience or confusion caused by this situation. We always strive to provide clear and accurate information to our customers, and it is regrettable that we fell short in this instance.

  If you have any questions, please reach out to our General Manager, *********************************** at ************.

  Thank you,

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

  HR Director

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

• Initial Complaint

  Date:02/16/2024

  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 bought a used car in December through Lexus of Arlington. As part of the purchase I had a paint protection film (PPF) package added to be installed after the purchase. When they went to install it they found there were spot on the hood that wouldn't have allowed it to maintain a good seal so they didn't install the package. I was told I would receive a refund for the package price but never did. They've stopped returning my emails and calls. This package was listed on the We Owe/You Owe page of the purchase paperwork.

  

  Business Response

  Date: 03/19/2024

  I want to extend my sincerest apologies for any inconvenience you may have experienced during your recent interaction with us. Your satisfaction is our top priority, and it is disheartening to learn that we may have fallen short of your expectations.

  In order to address any concerns or issues you may have encountered, I would like to personally invite you to reach out to our General Manager, ***********************************, at ************. ****** is dedicated to ensuring that every customer receives the highest level of service and assistance, and he will be more than happy to help you in any way possible.

  Your feedback is invaluable to us, and we are committed to resolving any issues and making things right for you. Please do not hesitate to contact ****** at your earliest convenience, and he will work diligently to address your concerns and ensure your satisfaction.

  Once again, I apologize for any inconvenience you may have experienced, and I thank you for bringing this matter to our attention. We value your business and the opportunity to serve you, and we are committed to providing you with the exceptional service you deserve.

  Thank you,
  ***********************

  HR Director

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

  Customer Answer

  Date: 03/20/2024

   
  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:06/11/2023

  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.

  I sold my vehicle to Arlington Lexus on June 1st 2023. At the time of the transaction I was told the person who approves outgoing checks was on vacation until June 6th, therefore I did not receive payment for the vehicle I sold. I found this understandable at the time and agreed to sign over the title expecting to received my payment when that person returned from vacation. Multiple attempts have been made to contact the dealership on June 8th, 9th, and 10th, including a physical visit to their facility on June 9th. I had contact the dealership at 12:46pm on the 9th, and was told my check was ready for signature, but the person authorized to sign it was at lunch, therefore they would sign upon return. I proceeded to visit the dealership the evening of June 9th at approximate 7pm to pickup my check, only to be informed my check could not be located, and that the person who authorizes checks had gone home for the day. I was asked by the manager on duty to call the dealership on the 10th.I called the dealership on the 10th at 12:23 and I was given a different excuse of why the check is not ready. I asked to speak with the sales associate that I dealt with during my transaction on the 1st and was told he was helping other clients, therefore I left my contact details with the operator. After not hearing back, I called again at 2:43pm and was told the sales associative I dealt with was on vacation. I asked to speak with the manager, and was not transferred, instead I was provided additional excuses by the operator of why my check was not ready, including once again stating the manager authorized to sign outgoing checks is on vacation. This despite the same operator informing me the check was ready to sign the day prior when that authorized person returned from lunch. I made one additional attempt to contact a manager on the 10th, and was told they had left for the day.

  

  Business Response

  Date: 06/22/2023

  I apologize for the delay in you receiving your check.  I do show that a check was issued and cleared the bank on June 13, 2023.  Attached is a copy for your reference.  If you have any questions, please reach out to me at ************.

  Thank you,
  ***********************

  HR Director

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