Complaints

This profile includes complaints for Johnson Lexus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Johnson Lexus

  1013 Southpoint Autopark Boulevard Durham, NC 27713

• 

  Johnson Lexus

  1013 Southpoint Auto Park Blvd Durham, NC 27713-7327

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:03/17/2025

  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.

  Date of issue: March 14, 2025 No money has been paid as of yet.Nature of dispute: I visited Johnson Lexus to get a car wash at approximately 1030am. A piece of molding on the back of my car above the license plate was damaged and fell off of the car as it went through the car wash. The part was missing when they brought the car back so the car wash attendant retrieved it from the car wash. The damaged part could not be reinstalled. **** ********* the assistant service manager said if I paid for the part they would pay for the labor. I informed him that I did not damage the car so why would I pay for something I did not damage. The cost of the part was $189. The part clicks into the car so there is no labor. I told him this and he said that was the best they could do. I went to the parts department and asked how much the part costs. The parts department in their dealership said $168 and confirmed there is no labor to install the part. They marked up the part by $21. I asked to speak to **** ********** manager **** ******* but he was not available. It seemed to me that this Lexus dealership damaged the car, tried to charge me to replace the part they damaged, and charged more for the replacement part than their own parts department charges.

  Business Response

  Date: 03/17/2025

  I have reviewed this case with our service manager.  In the effort of customer satisfaction we will order this part and replace this time for no charge. Customer will be contacted when part arrives into our dealership.

  Customer Answer

  Date: 03/17/2025

   
  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,
  
  Dvijal *****

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair 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.

  Detailership has not contacted me about returning my registration check. The dealership sent the wrong amount on their check to the **** and it was since returned. After calling the dealership on 22JAN25, the dealership said they would have the check to me the following week. It has now been 2 weeks since that call and the check has not been returned to me.

  Business Response

  Date: 02/17/2025

  I am checking in to this matter.  I will reach back out with an answer as soon as I find out what happened.

  *******

• Initial Complaint

  Date:09/30/2024

  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 drove 3hrs to this dealership on 9/28/2024 to trade up my lease for my birthday, and the exact vehicle i wanted just so happened to get delivered and become available that day, which was perfect. I called ahead of time to ensure it was still available, it was, and it was even pulled up and ready for me to test drive by the time i got there.Once we got back from the drive, before i could even sit down with the salesperson and start running the numbers, he breaks the news to me that at some point during the 25 minutes we were out test driving the car together, one of his **tenured sales managers** of all people, decided he wanted to buy it for himself instead, meaning it was no longer available. The only one on the ****** if that wasnt disrespectful and unprofessional enough, that sales manager (with 30+ years of experience within the company) couldnt even be bothered to come speak to me about it himself personally. He left the salesperson i was working with, *******, to clean up his mess.******* was absolutely amazing, he was so empathetic, kind, and patient, the epitome of professionalism the entire time. He did everything within his power to rectify the embarrassing situation this jerk put him in, but unfortunately i ended up leaving with nothing. I wasted 9 hours of my Saturday, $70 on gas, and my lease is up on Tuesday and i have 0 options.

  Business Response

  Date: 10/11/2024

  Taylar Blouin has purchased a new vehicle from our dealership and is very happy.

• Initial Complaint

  Date:04/26/2024

  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.

  On 4/13/24 we test drove a Lexus Certified ES300h. During the 10-minute test drive we noticed an unusual smell, what we thought was the cleaning solution/sanitizer that was used to clean the interior. We made an offer on the car and picked it up the following Friday. My wife drove it home, since this will replace her car. When we got home, she complained that the smell had gotten stronger, again we thought it was the cleaning solution. The next day when in the car it triggered an asthma attack in my wife as she is allergic to cigarette smoke at which we determined that a smoker had leased the car previously. At this point it was clear that the dealership used chemicals to mask the scent while we test drove it, knowing that it had been leased by a smoker and they chose not to disclose this to us or we would not have purchased the car. We contacted the dealer who had us bring it back in for cleaning and all the dealership employees agreed it was indeed cigarette smoke. The cleaning will never alleviate the residual effect of the smoke so we asked for our money back and we would consider trading it for a new one. We were offered $6,000 less than what we just paid for it because they had to spend a lot of money to get it reconditioned again, in other words, take care of the smoke issue that should have been taken care of and disclosed to use. Given the residual dangers of cigarette smoke, we should have been warned and now we are getting ready to lose thousands because we can't sell it as it, it can't be corrected, and the dealership will not give us our money back even though my wife was told she had seven days to return it. The person we dealt with at Johnson became **** and disrespectful at this point. As a former Military Officer and senior citizen, it is unacceptable deplorable and totally unprofessional in the way this transaction was conducted. And this isn't the first time that this has happened.

  Business Response

  Date: 04/29/2024

  customer has been taken care of.  GSM traded them out  of this vehicle into a ne w vehicle. very satisfied and glad we could resolve this with a  positive outcome.

• Initial Complaint

  Date:12/28/2022

  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.

  I purchase a 2015 Audi Q5 on March 2022 from Johnson Lexus, sales person ******* *****. Down payment 4500.00 on the car. About two weeks after purchasing the vehicle the check engine light came on, I immediately reached out to ******* *****, he stated to call service which I did. Service part request to take it to Audi cause they don't work on Audi. Audi request to bring it in July I did and Audi service dept stated the motor is bad I will need a new motor. I have tried several times to get Johnson Lexus to help me with getting car fix. Cause they sold me a car with a bad motor. Spoke with General Sale Manager but just keep trying to sale me a new car. I don't want another car I want my car fix and back to me. It do have a warranty. I spoke with warranty company and they stated that the motor is covered but Johnson Lexus states I'll have to paid for the car to be fix or I need to purchase this new car. But I said no today 12/27/2022. I was driving loaner from Johnson Lexus but because I would not purchase the 2022 Kia sedan today 12/27/2022. They took the loaner back and stated that one of there service men's will drive me my mother and granddaughter back home Wilson NC from Johnson Lexus in Durham NC which is a hour drive, I drove the loaner car they gave me to see about my car but because I didn't purchase a car they had pick out for me they took loaner back. I'm still without a car cause my car is still sitting at Audi not been work on. I'm without a car don't have transportation to get back and forward work. I did everything they have ask but they refuse to get my car fix. I just want my car fix and back to me. I have sent over $1300.00 in rental car fees this month. I don't have money to keep renting cars. They are responsible for providing me with transportation until my car is fix.

  Business Response

  Date: 01/02/2023

   

  We have spoken with Ms. ***** after receiving the complaint and the car was towed to the Audi dealership for diagnosis. Unfortunately, the vehicle needs major engine work and other mechanical repairs totaling $5000. The extended warranty company is unable to insure that the parts will be covered without a complete disassembly of the engine to determine the root of the issue. Due to the age and mileage of the car, we do not feel that this is feasible. We have apologized that this has happened and we have offered to pay off the loan and refund the downpayment that was made at purchase back to Ms. *****. We are also providing her with temporary transportation while we go through this process. Ms. ***** said that this was acceptable to her.

   

   

  Customer Answer

  Date: 01/03/2023

  
  
  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,
  
  
  
  ****** *****