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:06/08/2025

  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 purchased this Lexus Certified Pre-Owned RX450h (VIN: *****************) on July 31, 2023, with the understandingbased on the dealerships representations and a clean Carfax reportthat the vehicle had no prior damage or repairs and had passed the rigorous Lexus 161-point inspection.The vehicle did sustain prior damage to the driver's side rear door, which was repaired before the sale and not disclosed at any point during the purchase process. This constitutes a material misrepresentation, regardless of whether the issue appeared in the Carfax report. As Lexus and its certified dealers are held to a higher standard under the Certified Pre-Owned program, any such prior damageespecially when it affects insurance claims and the vehicles trade-in and resale valueshould have been disclosed.The discovery of this previously undisclosed damage directly contradicts the assurances I received at the time of purchase, and had I been made aware of it, I would not have bought the vehicle. While I appreciate your offer of $1,100 as a goodwill gesture, this does not resolve the fact that the vehicles value, integrity, and certification status are compromised.Additionally, under Massachusetts General Laws Chapter 93A, this situation may be considered a deceptive business practice, which gives me the right to seek legal recourse, including up to treble damages and attorneys fees. However, I am still hopeful that Lexus and its dealership network will resolve this matter without the need for escalation.Therefore, I respectfully reiterate my request for one of the following resolutions:A full refund of the purchase price, or A replacement vehicle of equal or greater value that meets all Lexus Certified Pre-Owned standards and has no history of prior damage or repairs.I believe this is a reasonable and fair resolution based on the facts and the impact this has hadand will continue to haveon the vehicles value and my ownership experience.

  

  Business Response

  Date: 06/12/2025

   Good afternoon,
  
  July 31st 2023 the Guest purchased a 2022 RX-450h with ****** miles on it, He purchased it certified. Lexus of Watertown followed all the guidelines of certification as we do all our certified vehicles. The vehicle went through the 161-point inspection and part of that inspection is to make sure the panels and bumpers are lined up properly per the Lexus certification manual. There was no visual indication the vehicle had prior damage nor did the Carfax have any history of an accident. Per the Lexus certification manual a vehicle is disqualified from certification if it has one of the following:
  
  1) Frame Damage
  2) Total Mileage unknown (TMU) 
  3) Branded Titles....Salvage, Dismantle, Junk, Flood, Rebuilt, Reconstructed, Lemon Law Repurchase and Manufacturers buy backs.
  
  The manual goes on to say by rule:
  
  Body work/body damage that cannot meet Lexus Certified Mechanical/Appearance guidelines will be disqualified.
  
  The vehicle purchased by the Guest clearly passed this part of the inspection or we would have not sold it certified nor would the Guest have purchased it. The Guest has driven the vehicle for almost two years, the vehicle has approximately 64k miles on it currently which represents approximately 24k miles more than when it was purchased. (At purchase the vehicle had ****** miles)
  
  A vehicle can be sold certified if it's been in an accident, if we know about it we pass that information onto the purchaser. All Lexus Certification guidelines were followed on this vehicle before the Guest made the purchase. Lexus of Watertown tried to assist the Guest in good faith by offering $1,100 which represents the difference between what the Guest received from ********************* and the cost to replace the damaged door. Please note the complainant was recently in an accident in the same location of the vehicle were discussing, his insurance company would not pay the full cost of the door replacement.
  
  When issues arise with a Guest it's my responsibility to work towards a fair conclusion. When one of my Managers briefed me on the initial complaint I directed him to try to assist the Guest in a small way. The reason I said small way was an attempt to assist a Guest who purchased close to two years ago and has put approximately ****** miles on the vehicle since purchase date. The vehicle has been in the Guests possession since the purchase date, the Guest now lives across the Country. If the Guest would like to trade the vehicle in I would be happy to help, I would appraise the vehicle what its currently worth today based on todays miles and current vehicle model year.
  
  Ill conclude by stating Lexus of Watertown tried in good faith to assist a Guest when many Dealers in a case like this would likely not offer anything due to the time and miles since purchase date. There also could be an assumption that the damage outlined in this complaint could have happened while in the possession of the ************** close the case with the Better Business Bureau and put resolution to this complaint with the Guest Lexus of Watertown in good faith will stand by the $1,100 offer made to the Guest.
  
  ******* *******
  Director of Sales
  Lexus of Watertown
  Phone: ************
  Fax: ************
  *************************************************************

  Customer Answer

  Date: 06/12/2025

  Reject Business Response in the BBB portal.

  Thank you for the response and the offer of $1,100. Unfortunately, I must reject this resolution.

  The core of my complaint is that the vehicle was misrepresented at the time of purchase as a certified pre-owned Lexus with no prior damage. Upon professional inspection, it was found that the damage to the rear door and quarter panel clearly pre-dated my recent accident, including misalignment and substandard prior repairsdetails that should have disqualified the vehicle from certification.

  The Lexus CPO program requires that body damage not meeting appearance guidelines disqualify a vehicle. This damage clearly should have been caught during the 161-point inspection. Given that I relied on Lexus CPO standards and the dealerships representation, I believe a more substantial resolution is warranted.

  Both insurances, mine and the other persons rejected the claim, as well as the dealership. 

  I respectfully request a reconsideration of your offer or further inspection of the vehicles certification eligibility.

  

  Business Response

  Date: 06/20/2025

  Good afternoon,

  What we offered we believe is fair and reasonable based on the facts I outlined in my initial response, this is our final good will gesture regarding this case. Please note the complainant continues to be concerned with the future value of his vehicle, we would be happy to take it back in as a trade-in now or anytime in the future for a fair market trade-in value without depreciating the vehicle due to the damaged door.

   

• Initial Complaint

  Date:03/18/2025

  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.

  Heard a squeaking noise coming from 2010 Lexus RX350. Brought the vehicle in via appointment on Fri, 7MAR. Previously notified from routine service the drive belt was in the yellow in terms of ***lacement need, and based on the noise, notified Lexus when making the appointment, that may be the cause. Lexus confirmed that was the issue and ***laced the drive belt ($300). Picked up the car on Sat, 8MAR, no issues. On Thurs, 13MAR, noticed a loud knocking noise. Made an emergency appt with Lexus for Fri, 14MAR. My husband took the car in, waited 1.5 hours, Lexus identified the water pump was leaking and needed to be ***laced, along with the dry belt, and recommended the cooling pipe be ***laced due to a small leak and known corrosion issue ($2800). We were aggravated that we just took the car in a week prior and left being told everything looked great. Somehow a week later, however, they needed to address a new problem in the same exact area that was previously missed. Not wanting to be back in the service shop the next week, we agreed to the full recommended service/quote. Picked up the car on Sat, 15MAR, being told again everything else looked great. On Mon, 17MAR, I heard a rumbling noise on the front right side of the car, continually getting worse. My husband made an emergency appointment for Mon, 17MAR, and called out service *** to confirm. He dropped the car off; it is currently being looked at/serviced. We are expected to hear a diagnosis Wed, 19MAR. Our service *** has been beyond excellent, instilling care of a valued customer, and providing a loaner vehicle. Our frustration and problem is that we have now dropped off our car at the service center 3 times within 1.5 weeks. Each time we are told everything is fixed, no issues and yet we have poured in thousands of dollars, time, days off work, and gas into addressing a simple noise concern. We have lost trust in the service center and the quality and value of a customer you pay for with **********************.

  

  Business Response

  Date: 03/20/2025

  Good Afternoon,
  
  As of today ( 03.19.2025) **** our fixed operations director has met with the guest face to face. **** arranged a road test with the guest and tech to pinpoint noise heard. Once we have a full diagnostic ****** commitment to the guest will be to mitigate costs as much as possible in an attempt to regain his trust and to prioritize future repairs and maintenance.

• Initial Complaint

  Date:11/13/2024

  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 had a car service for my car 2021 RX350 AWD in Lexus Watertown.The report indicates that my rear brake pads are 3mm, while the front brake pads are 6mm. For an 2021 RX350 AWD, the rear pads should wear less than the front pads, but this is not the case with my car.The technicians confirmed that this was abnormal but could not provide any explanation.They promised to call me on Monday, November 4th, but I have not received any call as of today, November 13th.I am very concerned that the car I purchased as new might actually have been used from the beginning.This is unacceptable. I need a clear explanation and resolution immediately.

  

  Business Response

  Date: 11/13/2024

  Good Afternoon,

   

  He was in recently for regular maintenance with his vehicle on 11.02.2024. At that time, we recommended rear brake pads and rotors as they are measuring at 3mm.The fronts are at 6mm.  He currently has ***** miles. He declined our recommendation for brakes.
  
  When his 2021 RX was at 5287 miles there were warranty brakes in the rear due to a vibration. Since then he has not had any brake work done.
  
  He is convinced something is mechanically wrong with his car because his front brakes are at 6mm.
  
  I called him immediately and invited him back in so we can re inspect his vehicle and address his concerns. 

• Initial Complaint

  Date:06/14/2024

  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.

  Several times I have brought my 2007 Lexus for car service to fix minor issues. The car always comes back with more problems that happened while they had the car. Recently went in for a car key programming for a spare key. When I picked the car up, the ** had been disconnected after they were explicitly told to do nothing else to the car. The car did have issues with the ** being stuck in the ON position, but its June! I wasnt going to spend the money on that problem until later in the year. When confronted about what happened, they said perhaps it was time for me to buy a new Lexus! So bad! I want them to share in the expense of now fixing this issue. People be warned!

  

  Business Response

  Date: 07/01/2024

  The situation has been resolved with the client we had them come in and we were able to repair the A/C system at no charge. They had an aftermarket radio in the car and the resistor shorted we had it replaced all was good. When they picked up they appeared to be happy with the results.