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:01/27/2025

  Type:Order 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 p a urchase 2005 ****** from Lexus of Louisville. Paid $1,000 deposit on 12/31/24 ..paid balance of due amount of $10,000 on January 3rd 2025. Via bank wire.
  The total purchase price of $11,000 included enclosed delivery of car to my address as stated in complaint and dealer has not delivered. The dealer has retained my $11,000. I offered dealer to keep my $1,000 deposit I made and return my $10,000 On January 9th. And multiple times since. They refuse and they will not deliver my car in an enclosed carrier like they said. I talked to the general sales manager, ***** ****** who arranged the deal on 12/31/24 and he and I negotiated the price. I wired in all the cash that they received on January 3rd 2025 and today is January 24th 2025 and I still do not have my car. They will not return my calls or text and they have my $11,000 .They did not return any copies of the paperwork and they also overcharged me taxes in the state of Georgia which they are not allowed to do by my state law. That is my responsibility.
  
  I'm willing to let them keep the $1,000 deposit. I simply rwant my $10,000 as they've had that for over 3 weeks now and I've had ample time to deliver the car. They still have the car on their lot in Louisville.
  
  
  So in summation I've paid $11,000 for a 2005 ****** with 55,000, mi on it that is still sitting on their car lot.
  
  I'm willing to let them keep my $1,000 deposit but since they won't deliver the car in an enclosed trailer like they said, I want my $10,000 back. I talked to the attorney general's office and they recommended that I file a complaint with the better Business bureau
  
  They have been paid since January 3rd $11,000 for the complete price of the car ..tax titles, fees and delivery of the car and have failed to deliver, I'm asking for a $10,000 refund. They can keep my $1,000 deposit. They could easily overnight a refund of $10,000 and keep my $1,000 deposit as they still have the car. They have cut off communication with me.

  

  Business Response

  Date: 01/27/2025

  A refund is in process. Your communications have not been clear. We will refund the purchase asap.

  Customer Answer

  Date: 01/27/2025

  
  
  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,
  
  
  
  **** *****
  

  
  

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• Initial Complaint

  Date:09/19/2024

  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.

  When inspecting the vehicle at pickup/purchase I pointed cosmetic concerns out to the salesperson (****). He brushed them off as “within spec”. Concerned that this was an error, I immediately had the vehicle visually inspected and notated by **** ******, service director of both Lexus of Nashville and Lexus of Cool Springs. **** shared by concerns and we scheduled a full 161 point inspection at Lexus of Nashville. ******, diagnostic specialist and master technician who’s been there 13 years, performed the inspection and confirmed mine and ****’s assessment that the issues of concern would have disqualified the vehicle from being L-certified. He’s relayed this information to *** ******, service manager at Lexus of Nashville.
  
  Concerns are as follows:
  
  - Front bumper has scuffs, and the wrong color touch up paint was used to remedy rock chips, and repaired poorly at that
  
  Emailed all this to *****, GM at Lexus of Louisville.
  
  ***** agreed that this should’ve been done before sale and told *** to move forward with repairs after seeing the initial estimate. Work completed ended up costing slightly higher than the estimate, and now ***** wants me to pay the difference and is refusing to pay for the full repair that was necessary to make the car L-Cerified, as advertised at sale.

  

  Business Response

  Date: 09/25/2024

   We feel confident that we have responded properly and taken care of your concerns. Goodwill has been applied to satisfy the customer along with agreed upon repairs. This was purchased used as is. 

  Customer Answer

  Date: 09/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the car was not sold “used as is” as stated. The car was sold L-certified and did not meet the standards required for that certification. I’ll be reaching out to ****** again in regards to this matter. 
  

  Managing Partner
  ****** ******
  *****************************
  ***** ******** ******
  *********************** - Personal
  
  
  General Sales Manager
  ***** ******
  *****************************
  ***** ******** ***
  ***** ******** ********
  ****************** * ******** *****
  
  **********
  
  ****** *****

• Initial Complaint

  Date:02/27/2024

  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.

  From November 2023 until today, I have taken my Lexus in to get everything evaluated and replaced/ fixed etc. now we are in the end of February 2024, and I went back for the 4th time to explain my car is not safe to drive and when I spoke with ***e more the executive manager, she told me they can't do anything and they have exhausted their options.... Well, I have a 7 year old autistic daughter in need of 24 hours care and my Lexus is the only vehicle I have to use. I explained repeatedly to all service consultants and managers I want my car back in tip top shape with full detail etc. and gave them no budget! I have had to take my car back 4 times since November and it sounds worse now than it did to start with!! The executive manager lies and states she personally paid for the bearings, over $2000, and my response, I've paid you all over $16000 and come back over 3 times and you are telling me you don't know what else you can do, but represent your head service guy, ****, as the best being there for almost 33 years? No! I am beyond frustrated and no one should have to hassle with their car repairs as I am having to do now. The previous car I purchased from the, was a 2012 blue Ford edge and a few weeks later, my parts start to literally fall off, and saw they were gorilla glued together! Absolutely the worst place! Fake presentation, but all about hustle and $ to get you out the door. So I am stuck driving my autistic daughter in an unsafe vehicle I paid to be like new! Scared and if anything is to happen to my family in this Lexus it will be 100% on Lexus of Louisville, specifically *** ***** **** ***** *** ******

  

  Business Response

  Date: 03/11/2024

  Please see attached invoices for customer from November 2023 to present. Total amount spent with Lexus of Louisville is $7,059.62. Customer is including an invoice from a body shop for $2973.05, work that was not completed by Lexus of Louisville. November 24, 2023, original visit, repair order had specific complaints and request for service that was completed and addressed. Vehicle had been in an accident, and was to go to a body shop for repairs after maintenance work performed. Found tie rod end loose , causing damage to power steering rack. January 26,2024, customer returned with noise complaint. Technician found snap ring not fully seated in drive axle, causing boots to be dry from repair performed at another facility. Front drive axle was replaced. Customer returned on February 19, 2024 with noise complaint. Shop foreman found front control arm bolts to not be fully torqued and front wheel bearings to be bad. Lexus of Louisville covered repairs of approximately $2000.00 retail as a goodwill gesture to customer. At pick up, customer test drove vehicle and confirmed noise was not present. Customer was advised that further repairs needed to be performed by a body shop. On alignment, shop foreman found rear knuckle bent, that Lexus of Louisville does not have tools or capability to repair, repairs needed to be performed by body shop. 2 weeks later, customer came into dealership and spoke to Parts and Service Director. Director reiterated that Lexus of Louisville has completed all mechanical repairs to their ability, and further repairs needed to be performed at a body shop of the customer's choice. 

  Customer Answer

  Date: 03/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The original invoice and service notes CLEARLY STATED, I have no cost limit, I want my car to be fixed and work like any other Lexus. I was never informed by ******* ****, service consultants, that they could not fix my car properly and never advised to go to the body shop. *** ****, executive, stated to me when I came in the last time, after making me wait until she ate her lunch, 30+ min, that they can only do some mechanic work, which was not stated until then and to get the rest fixed at the body shop. The total cost from my invoices are not all included due to Lexus using my mother's name and address for the last 2. Every time I had to take it back in, they found something else major to fix.... When I stipulated $ was no issue as long as everything was addressed and fixed. It was not. My car sounds like a horn consistently now and I have no way of fixing it from their negligence. I have a special needs daughter and this is my only means of transportation. They have all original info typed on the first invoice. I am completely dissatisfied! And *** lied twice regarding work they did and didn't do. She definitely should not be a manager or work there when she can't honor the Lexus code. My family has bought over 7 vehicles from them and to have this type of treatment I believe is inhumane and not safe! I can also send a audio recording of the car as well if that needs to be addressed but they have been a total nightmare! Definately against the response from Lexus. Taking the next step.

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

  

  Business Response

  Date: 03/14/2024

  Lexus of Louisville has performed the repairs to its best ability. Furthermore we have explained in detail the repairs made and do not perform Brody repairs required by an authorized collision center. We have invested several thousand dollars in goodwill at this point and do not feel obligated to continue. 

  Customer Answer

  Date: 03/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  My vehicle is not safe to drive, as the head mechanic at Lexus over 33 years stated as well. I am not ok with their response and do not feel that any good graces have been made by the company, if anything, they have made it worse! I was never told they could not do any or all mechanic work at their facility, except the replacement of my front hood.  If I needed to take it to a body shop I would not have had a problem with it and done what I should have been advised. The Lexus company is severely going downhill and very sad. The way I was treated was also not appropriate. My first vehicle I bought was on their lot, a **** **** ****, and they gorilla glued the turn signals shift and blinkers in, which fell apart within a month! They had no response to that either. *** is a horrible "manager" and for her to think after having my vehicle in their service area 4 times since November, that because she put some money into repairs that it is finished and I should be appreciative? Every time I came back they would find something major wrong with the car, when the car was originally brought in for a detail, 120 point inspection, and specified fix anything that could be a problem because as I said from the beginning, the cost at the time was not a issue . Now I am not letting this go. I have been kind and patient and respectful to all staff when I really was so mad and frustrated, and they treated me as a bum, and not respectful and lied multiple times playing the blame game. I will take this higher if need be, and also make it known through social media and the news stations the audacity of this "luxury" company, there is nothing luxury about them except the cost of a vehicle they learn commission on. Money hungry is what they have turned into, which is so sad. I feel sorry for anyone who has to deal with them.
  
  Sincerely,
  
  
  
  ********* **********

• Initial Complaint

  Date:01/05/2024

  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.

  We had a tune up done and then started experiencing some issues with the vehicle sputtering and giving us a low oil pressure light. We took our lexus to Lexus of Louisville to have them diagnose the issue. They kept the vehicle for a couple of days and said they took it apart trying to figure out the issue and the only thing they could find was metal in the oil and that we needed to get a new motor costing thousands of dollars. We thought something sounded wrong per we had just had the oil changed and no metal was found in that oil. We took our vehicle to get a second opinion somewhere else. The person only had the vehicle for two hours and found the issue. The vacuum hoses had been put on incorrectly when it was put back during the tune up. The hoses only had to be put on properly to solve the issue. If Lexus of Louisville had truly taken it apart trying to find the issue the hoses should have been put on correctly from them taking it apart. They lied about finding metal in the oil and tried to get us to buy a new motor unnecessarily. We will not be upgrading our car with them per they now appear untrustworthy. How they conduct their business today affects what business they get tomorrow

  

  Business Response

  Date: 01/15/2024

  Customer has been refunded.