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:02/28/2025

  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.

  In November 2023, I purchased a used car from Lexus of Towson. The dealer arranged an extended warranty at a cost of $4,750, which that amount was included in my total finance application. In January 2025, on review of the paperwork around the warranty, I discovered that I had never received the certificate of warranty from ****** Lexus ******************* I contacted ****** Lexus ****************** who informed me they had no record of my extended warranty and I should contact the dealer who sold me the warranty in the first place. I called the dealer who admitted the warranty was never activated - essentially they took $4,750 and gave me nothing in return. The dealer immediately offered to refund me, but refused to compensate me for the interest on the loan for the cost of the extended warranty (at 7.54% over 15 months = ~$450). There was also no offer of a new warranty as I can only assume this would have cost the dealer more given the time that has passed. It felt like this was common practice for the dealer - where they bank the extended warranty and rely on the customer not noticing. I am still out of pocket for the interest expense and now do not have an extended warranty on the vehicle I purchased. I can confirm I have been refunded for the initial $4,750, and so this complaint is regarding their business practice, and the ~$450 of interest expense that I am out of pocket.

  Business Response

  Date: 03/03/2025

  The wrong plan code was entered at time of purchase which invalidated the extended service contract. The client was offered for us to correct the issue and have the service contract become effective. The customer declined and asked to cancel the policy. This becomes a standard cancellation and the customer was refunded the cost of the policy.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23002431
  
  I am rejecting this response because: it does not compensate me for the interest lost on the extended warranty which was sold to me fraudulently. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:10/08/2024

  Type:Customer Service 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.

  PLEASE SEE ATTACHMENT FOR FULL COMPLAINT Good evening Better Business Bureau/**** ****/*** ******/***** ******/***** ********/****** ****/******* *****, I need your help! My name is **** ***** *** and I purchased a Certified used 2018 Lexus LS 500 F Sport in November 2023 from LEXUS OF TOWSON located in Towson, ********. Lexus Certified vehicles go through a rigorous inspection to be deemed a certified vehicle. The certification inspection included tires, brake pads, rotors, and other parts of the vehicle when I purchased my vehicle. At the time of purchase I was advised that two new tires were mounted on the front of my vehicle to pass the certification. In addition, my front brakes were serviced and Lexus informed me that they replacedmy front rotors and brakepads shortly after purchase due to pulsation when applying the brakes, and I later discovered that Lexus of Towson did not replace my front brake pads. Please note, I brought my vehicle in for each of the recommended service visits since I purchasedthis vehicle. On July 12, 2024, **** ******, Assistant Service Manager, was my service advisor and informed me that I needed new brakes and tires on the ***** AND REAR of my vehicle. Please note that my 2018 Lexus LS 500 F sport was manufactured with staggered fit t tires, meaning the rear tires are larger than the front tires on Lexus LS500 F sport models.On September15, 2024 I began researching the cost and availability for a set of tires for my vehicle. and discovered that my staggered fit tires were mounted incorrectly! My larger tires for my rear were mounted on the front of my vehicle, and my smaller front tires were mounted on the rear of my vehicle. I spoke with **** ********, the Service Manager, who denied replacing my tires due to Lexus error. For this very reason I am notifying the Better Business Bureau of my experience and entire situation. Can you PLEASE HELP?Sincerely,**** M. *****, *************** *******************

  Business Response

  Date: 10/22/2024

  I've spoken with this client and tried to offer a resolution, and he declined. I would like to clarify a few false statements and/or clarify some of his comments. 

  1. We did not state that the front brake pads were replaced. Mr. ***** had a vibration concern when braking which was due to the brake rotors being warped, we replaced them and he confirmed that addressed his concern. He assumed we replaced a different part. His invoice shows that only the rotors were replaced.

  2. About a year after purchasing he came in for routine maintenance and we advised him that his REAR brakes and tires were close to needing replacement soon in the next 6 months or so. Mr. ***** assumed his front brakes were needed as he states above and took it to a different repair shop of his choice. 

  3. He then came to us after having his vehicle serviced elsewhere with a new rubbing noise concern. We advised that his wheels were mounted incorrectly and were causing the noise. We corrected and he confirmed it was fixed. He blamed this on us. We assumed some responsibility after reviewing our shop cameras. We offered the client a credit towards new tires which were already indicated as needing replaced soon before this and a free alignment (totaling $300+ value). Mr ***** refused this offer.

  4. After further reviewing the cameras, the manager noted that the vehicle he thought was Mr ***** was in fact a different vehicle. Despite this, we still kept the offer on the table.

  I spoke in length with Mr. ***** that there is no evidence that the issue with the wheels being installed incorrectly was due to our technician and if the sequence of events are followed it is much more likely that the independent repair shop was liable as they were the last shop to have removed his wheels. 

   

  I've attached the invoices if you would like to review but we are not offering anything beyond our original offer which I've already advised him of.

   

  465456 - Front brake rotors replacement. No mention of brake pads

  469941 - Regular scheduled maintenance.

  478959 - Regular scheduled maintenance, plus itemized inspection report, showing two rear tires were already in need of replacement, front brakes were fine and the rear brakes were recommended to be replaced soon. 

  482641 - noise correction after he had the brake work done elsewhere. 

  I hope this helps shed some light on his concern. We've spoken now twice and exchanged emails to attempt to resolve but ultimately, he is asking for all work to be done for free.

   

  Thank you,

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

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22388831
  
  I am rejecting this response because:
  Mr. ********* is providing a false statement of what occurred.  I discovered my wheels were rotated incorrectly when price shopping for new tires and noticed the size of the tires mounted on the rear of my vehicle should have been mounted on the front of my vehicle and vice versa.  I initiated the call to Mr. ********* Lexus of Towson Service Manager, concerning this error made by Lexus.  

  Mr. ********* asked me to bring my vehicle for Lexus to correct the issue.  After returning my vehicle to Lexus of Towson for this issue, Mr. ******** admitted to me in person that he reviewed the security cameras in Lexus of Towson service shop and witnessed their service technician errouneously rotate my tires.  He also stated that the technician is no longer with Lexus due to poor performance.  I expressed how this error caused premature wear on my tires.  Mr. ******** then offered $75 off of a $2,000 set of tires and free wheel alignment. After I informed Mr. ******** that his offer was unacceptable and I would be contacting corporate. I sent an email to *** ******, ***** ******, ********************** Director, along with other Lexus stakeholders.  Mr. ********* contacted me and conveniently informs me that the security film is no longer available and changes the report of what occurred with Lexuss error stating they informed me of the error with the wheels rotated incorrectly.  This is extremely unethical and totally unprofessional. In addition, Mr. ********* also stated that Mr. ******** contacted him stating that he mistaken the vehicle he saw.  Mr. ********* conveniently never contacted me to inform me as well. So now there is no proof.  However, we can prove that the technician is no longer with Lexus and he was the technician who rotated my tires in error.  
  Mr. ******** was forced or chose to recant his testimony of witnessing video footage of your service technician incorrectly rotating my tires. As stated during our call, I am requesting to speak with Mr. *** ****** and Mr. ***** ****** with hopes of a fair resolution to this matter, because Mr. ************ Zimmermans offer is not a fair resolution, and we all know that!  I am requesting Lexus of Towson to right their wrong and provide a set of rear tires for my vehicle that they caused to wear out prematurely. 
  
  
  Respectfully,
  **** *****
  
  

• Initial Complaint

  Date:05/13/2024

  Type:Customer Service 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.

  On 19 April 2024, the salesman Mr. *** ****** promised me a hitch for the vehicle that was to be shipped to my home address from ***************. (He did not put it the agreement in writing, but only furnished the name and telephone number of the vendor, Truck'n America on a yellow piece of paper, which I found very unprofessional.) The hitch was never ordered by the dealership and to the best of my knowledge, there was no follow-up. I have reached-out to the General Manager (***** ****), the New Car Sales Manager (******** ***), the Sales Manager (***** **) with no success. I have also raised this issue with the Lexus *********************** (Case ID ************; Tel. # ************), but they were not able to resolve this issue. However, because this is a leased vehicle, I was informed that I only had permission to modify the vehicle with a genuine Lexus part called an Activity Mount, not a "off-branded" one that was to be furnished by Truck'n America. The **** for the Activity Mount is $415.00 and I can purchase it directly from a New Jersey Lexus dealer at a discounted price of $348.00, including shipping. I am seeking a $348.00 reimbursement in the form of a check from Lexus of Towson to close-out this case with BBB.

  Business Response

  Date: 05/13/2024

  Customer is being refunded.

  Customer Answer

  Date: 05/13/2024

  Please see the following email of 5/11/2024 from the dealership.  

  Business Response

  Date: 05/13/2024

  Please see attached 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21697712
  
  I am rejecting this response because: I have not yet received the check from the dealership.  Please do not close this case until I am in receipt of the check.
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 05/22/2024

  I just received a check today from Lexus of Towson in the amount of $348.00 for reimbursement of the cost of a hitch.  

  Thank you for your assistance and please go ahead and close-out this case.  

  Sincerely,

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

• Initial Complaint

  Date:01/22/2024

  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.

  My wife and I bought a used 2021 Toyota Sienna van from Lexus of Towson. We completed the transaction on 12/13/23. We had noticed and asked about a condensation on one of the headlights. We were told that they would look at it while we were signing documents. Later, We were asked to come back at a later date for a manager to physically evaluate and proffer a solution. We agreed to this because we were to return to get our front tag bracket installed when they had them in stock. I have contacted the salesman (Kevin) many times over the past few weeks since to find out if they got the items in yet. After the first time I texted and called to set up an appointment for them to look at the headlight Kevin called back to tell me that they had decided to order a new headlight. Not once did they call, text or email me any updates. The last time I called Kevin told me they had a backup on ordering the headlight, and the brackets were still coming. He rudely hung up the phone after I asked for a manager and told him that I did not believe that they were being truthful.

  Business Response

  Date: 01/22/2024

  We have the headlight on order and the tag bracket is here. We are expecting the headlight to be here by 1/29 at the latest and we'll get the customer back in to install both items. We will call once the light is here to have service schedule the install. We apologize for the delay but the customer was pretty much calling the salesman a liar when he told them they were delayed and they said to him they didn't believe they were ordered, which is not the case. We will have this resolved very soon. Thank you. 

  Customer Answer

  Date: 01/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They have lost credibility as far as I am concerned. They did not initiate any communication about this matter in all this time. It had to take your reaching out to them for them to give a date for the headlights to arrive, and now they have the brackets that they haven't had in over a month. I would like for the case to remain open till the service is completed.

  Thank you.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:08/30/2022

  Type:Order Issues
  Status:

  UnansweredMore 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 brand new Lexus I S300 on May 16, 2022 from Lexus of Towson Maryland. I paid the car off in full and June. Prior to paying the car off On May 24, 2022 I completed a form to cancel the multisheild contract. Mr DaCruz told me that it could not be canceled. This was totally untrue and the contract stated that it could be canceled with no penalty prior to 60 days from purchasse. It's been three months since I initiated the request for a refund and they have yet to refund my account with the amount for the multisheild. I've made numerous attempts to get this resolved speaking with various people throughout the dealership. My last attempt was to reach out to the CEO Barry ****** via email. His office apparently had someone else call me from Lexus of Towson, Dan ******* Dan called me with an outrageous excuse for why my refund has not been processed. He said that they never received the check from multishield. This was totally fabricated and I have receipts. I have an email from one of the managers from Lexus of Towson Mr Silkorsky saying that they did in fact receive the check and they were going to mail it out to Lexus Finance over a week ago. Dan is suggesting that the whole process be repeated. I asked Dan why can't they just refund the money to me and I will pay off my account. In the meantime, I cannot get my title released and the amount that's on my account is accumulating interest daily. His response was that they Could not do that.