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Business Profile

New Car Dealers

Spirit Lexus

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/13/2024

    Type:Product Issues
    Status:
    Resolved
    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 gave Spirit Lexus $1000 to hold a car coming to the dealership on 8-30-24. I emailed and called the Salesman, ****** ********, about the car, and he has not responded to my emails, phone calls, or voice messages. I emailed the Sales Manager, *** Cpstick, and the General Manager, ***** ******, about not hearing from the salesman and that I wanted my money back. *** ******** called me, and I returned his call and left voice messages with no response. I emailed *** ********, and there was no response. I called the General Manager, ****** ******, and left a message without a response. I have made several attempts to contact the business with no response. They have taken my money and are not trying to respond to me; I want my money back.

    Business Response

    Date: 09/27/2024

    Hello,

    I have spoken with ****** ***** about her experience with Spirit Lexus.  I totally understand why she was upset and we had a great conversation.  I have kept her name on the vehicle she was interested in and it should be here within the next week.  The conversation I had with Ms. ***** last week was this...  I told her I would refund her deposit and keep her name on the incoming car.  I told her I would call her once the car arrived and if she still has any interest, she will deal with me directly.  Everything is in her court and is her decision.  I was very apologetic for what took place and she seemed to understand the situation.  I would love to still help Ms. ***** and help rectify the situation.  I did leave her a couple messages to make sure she had received the deposit back to her credit card.  One of the messages was left this morning also.  I believe the situation has been handled very respectfully and professionally and I believe Ms. ***** would agree with that.  Please let me know if you need any more information. 

    Customer Answer

    Date: 09/27/2024

    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
     
    Sincerely,

    ****** *****

  • Initial Complaint

    Date:08/22/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    Bought a car on July 30th. I wanted to pay cash for it and put ***** dollars down. I was told by finance that all I need to do is put down 7k instead, so I did. I paid it off by the 6th of August. When I got the paper work, I saw there was too much money on the contract (3k dollar contract) and found it was a maintenance contract. This was not needed since I was paying off the car right away. After speaking with the finance people (In which they told me the only way to have financing on it was having a maintenance contract to have financing, which is untrue), they then agreed and gave me paper work saying that I requested for cancelation. Spirit had to put in the paper work for this to work. I contacted assurant (maintenance contract company) and they did not see anything from them. The finance company (************) told me that spirit had to call them and cancel it, and Spirit refused to (even though the said they did). I then come to find out recently that there is a non payment notice for the maintenance contract. This should have been canceled back at the beginning of August. With Spirit I had been speaking with Hercules and he promised up and down that the contract had been canceled, but clearly that is not the case.

    Customer Answer

    Date: 09/16/2024

    I have contacted Spirit several times

     

    *** ******** and ***** ******** and the salesman *** just laughs at me and tells me to give them 6 weeks to fix this

    *** ********,  one of the managers said no one ripping anyone off while laughing at me

     

    All 3 laugh at me over the phone and the salesman Rib wanted to know if I wanted a newer car since I got my insurance check

    The service contract was canceled by Lexus on the 23rd of August according to Assurant 

    I have no maintenance contract now, but owe Exeter 3000 plus daily interest

    The 23rd of August is when I told Spirit that I contacted the BBB

    I was told by *** ******** it took 3 weeks to canceled the contract because 

    Of Covid 19

    Exeter sent me a bill and my next payment is in December for over $350

    But I have no service contract but owe for one

    I will contact the news organization in St Louis about this rip off there pulling on old people

    Thank you for all your help with this

    ******* Morgan 

  • Initial Complaint

    Date:05/09/2024

    Type:Product Issues
    Status:
    Answered
    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.
    spirit lexus owes me a warranty refund of 1350 dollars and refuses pay up. i have tried and tried, in vain to talk to someone in authority, only to get the run around, please help me

    Business Response

    Date: 05/21/2024

    Guest has been in contact with us. We did have a issue intially because the paper work had to cancelled on the old car deal. This took a little longer but since then a check was issued on 5/7 and mailed. 

    Our records show the check was cleared on 5/17 for the stated amount. If the check was not cashed by the guest, please contact us right away.

    Thank you.

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

  • Initial Complaint

    Date:04/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    10/14/2023 I had maintenance performed on my 2004 Lexus RX330 at Spirit Lexus and I am not pleased with their service. I paid for an oil change, servo sub-assy for the heat, wheel alignment, tire rotation, and windshield wiper replacements.I noticed my vehicle pulling to the left after I picked it up on 10/20/2023 after the service department had it for six days. I immediately took it back for a alignment recheck on 10/30/2023. My advisor stated it was fixed. Well it wasn't noticed the pull again, however this time I went to another Lexus dealership and the alignment was off had to be redone again. I went back to Spirit Lexus ask to speak with the Manager of the ******************* it was stated he was out-of-town. I left my information, receipt of service, and alignment recheck documentation for the manager to review and contact me back. No one has contacted me about this issue.I also noticed my wiper blades were not changed they are the same ones I had on my vehicle from *******. I don't appreciate being charged for products that I did not receive. Lexus dealerships are usually know for the quality of service but Spirit Lexus gets a -1 rating from me.

    Customer Answer

    Date: 05/31/2024

    ********************* SERVICE MANAGER At Spirit Lexus please contact him about my complaint.

  • Initial Complaint

    Date:12/08/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 car and saw that $299 was added to my loan. I asked what the $299 was for and was told that it was for theft protection. I explained to them that I did not want the theft protection on my car and they told me that I had to have it on there. It cost me more money to buy my plates due to this $299 being to my loan. The *** told me to go back to the dealer ship with my paper work so they can take the $299 plus taxoff my loan.

    Business Response

    Date: 12/22/2023

    We deeply regret any misunderstanding regarding the perceived value of the ****** theft deterrent for ******. This anti-theft measure is applied to all our vehicles on the display/storage lot, especially considering the prevalence of theft in St. Louis. In the unfortunate event of a stolen vehicle, **** provides coverage of up to $5000, which can be used to offset insurance deductibles and related expenses. We typically transfer this coverage with the guest's approval. Despite our attempts to connect with ****** on multiple occasions (10/23, 11/04, 11/21, and 12/08) to explain the benefits of the product, we have unfortunately been unsuccessful in reaching her. In light of this, and as we haven't been able to illustrate the advantages of the **** product, we have taken the initiative to issue a refund check (check# *******) for $299 to ******. The check is being mailed today to the address on ******** **, Apt# J. We hope that this resolution addresses the issue to ******'s satisfaction. Should she require any further assistance or clarification, please feel free to contact *********************** or me at ************. Thank you for your understanding.

    Customer Answer

    Date: 01/09/2024

    I have received a check from the company and this is satisfactory to me.

  • Initial Complaint

    Date:08/22/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 car from Spirit Lexus around June 10th. It is August 22nd and I have not received the title and paperwork to register the vehicle. I've called every week since and left many of messages with J.H.He returned 1 of my calls over a month ago after I spoke with the sales manager but have not recently returned my calls inquiring about the status. 5 weeks ago ***. informed me that there may be a duplicate title and that I would receive my title in 2 weeks. I haven't received it and he isn't returning my calls. When I bought the car I was promised a spare key and a full tank of gas when I pick the car up. I didn't receive a spare key and the car had less than a half tank of gas.

    Business Response

    Date: 09/06/2023

    Consumer came in a picked up all paperwork.  

  • Initial Complaint

    Date:07/10/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Spirit Lexus sold a car with more damage than informed me of and overpaid for tags title and registration with the state of MD to which they refuse to refund me stating they are the title company fees to which I did not approve or authorize. I asked them to assist in the proper re-repair of the damages to front and rear bumper to include the structural reinforcement bar that was bent and dented causing a severe compromise to the safety of the vehicle if in a future rear end collision.

    Business Response

    Date: 07/24/2023

    We have since had several communication with Mr. ***** and as of now we believe we have settled his complaint with a check for $1633.00.

    We did not do anything wrong other than follow Lexus requirements for CPO. Unfortunately Mr. ***** wanted more than what was required by us, even after Lexus stated we had followed the proper process. 

     

  • Initial Complaint

    Date:04/20/2023

    Type:Order Issues
    Status:
    Answered
    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.
    Dealer sold me a vehicle that still has a lien on it and won't give me the lien release I cannot license said vehicle

    Business Response

    Date: 05/08/2023


    We sincerely apologize for the delay in providing you with the supplementary documents you requested. The transaction was completed on March 18th, and by March 23rd, we had sent your title documents to you. However, you encountered an unforeseen issue when the DMV requested additional documents, which required us to rely on a third-party bank to provide us with the necessary information.
    Once we received the requested documents from the third-party bank, we promptly forwarded them to you via express mail service on the 28th of March. To assure you of our efforts, we have attached copies of the "proof of delivery" for your review. If, for any reason, you did not receive the second lien release, please reach out to me, **** ***, at ###-###-#### so that we may assist in tracking it down.
    We sincerely apologize for any frustration this delay may have caused. Please understand that this situation was beyond our control, and we did everything possible to resolve it promptly.
    Thank you for your understanding and patience in this matter.
    Best regards,
    **** ***



  • Initial Complaint

    Date:10/27/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 Lexus NX SUV for my wife. I purchased it brand new. We ordered the vehicle just for us and we waited 2 months for it delivered. I have purchased at least 3 other Lexus vehicles from the same dealership and from the same salesman. Every Lexus I have purchased have had perimeter safety sensors...standard. We were shocked to find that this new Lexus did not have safety sensors. We took it up to the dealership and told them the sensors did not work. The tech person told me that everything was on. I called and asked to speak with a manager. The salesman called and said we can pay $1300 to get them installed.

    Business Response

    Date: 10/27/2022

    Good afternoon,

     


    I would be happy to assist. However, Plaza Motors no longer owns the Lexus franchise. Although they are located in the same building as they have been for years the new owner ********************* Automotive is operating the franchise under the name of Spirit Lexus. They purchased this franchise in February of 2022. I do not see the purchase date but looking at our records for Plaza Lexus there was a vehicle purchased in March of 2015 and May of 2012. If this was a more recent purchase, please reach out to Spirit Lexus at ************ you can also email the sales manager ***************************** at ************************************** Thank you and have a great day.

     

    Sincerely,

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

    Market **************************************************** Company

    Customer Answer

    Date: 11/10/2022

    We have our problem solved at Lexus for our Car. Many thanks for your help.

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