ComplaintsforDARCARS Lexus of Englewood

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the 2nd time I file a complaint against this business, I bought a car from them in september and after I bought the car from them for 3 months I tried to get in contact with them so that they would send me my title and they would decline my calls or send me to voicemail or make me listen to waiting music, they wouldn't return my emails, and I was in an accident in October and my car has been in the tow truck lot ever since and I haven't been able to retrieve it because I don't have the title with me, the car has been there for 91 days and now they will charge me 2216 dollars to take it home because the car is not registered in ohio they charged me extra for an out of state search for the owner. anyways I filed a complaint in december and when they received the calls they contacted me immediately when I had been trying getting in contact for months after the report they told me to close it and that they would send me the title immediately, once again it's been a month now and no word, no title, no reply, no answer to my phone and I am fed up. they have wasted so much of my time for obtaining a title which I bought. I not only want the title but I want compensation for the time I have wasted trying to contact them. I can't drive my car to go get it fixed because I don't have title so I can't get plates and my plates expired 45 days into me purchasing the car.

  Business response

  02/05/2024

  We spoke with Allen from the Motor Vehicle office to confirm that they would process the title only (the customer was asked for social security number and could not provide one, thus the title only). The MV office can take 4-5 weeks to process, and we would suggest that Mr. ***** reach out to them directly to inquire on the status.

  Business response

  02/16/2024

  Hi, Mr. *****'s paperwork was sent from Englewood accounting to our outside tag service. They responded with the request that they needed an Ohio DL and his SSN to register, but Mr. ***** did not have an Ohio license. Our pre-owned manager attempted to reach the Mr. ***** for nearly two months with no success. In mid-December, we finally reached him, discussed his options, and received back the paperwork from our tag service and processed title-only for the customer. As his note below, he did ultimately receive the title. The paperwork was processed as quickly as possible.

  Customer response

  02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  
  This is completely false, for 2 months no one contacted, it was me who tried for hours and hours to get in touch with them but no one replied.

  I am filing my complaint with the attorney general’s office by end of day today.

   

   

  Regards,
  ****** ***** 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from there late september 2023 and was told the title would arrive within 14 days, I proceeded to wait and call the business after 2 weeks to which I was connected to the rep who sold me the car and he didn't look into it at all, It has now been three months and I have not received any update from them. That's not even the worst part, for the past 2 months I have been trying to call them, email them, I even had my lawyer try to contact them and not only have they refused to answer my calls and emails, but as soon as the operator knows its me she sends me straight to voicemail and ignores my calls for the rest of the day, I have called hundreds of times and sent multiple emails. And finally when I get connected to the operator she tells me she'll connect me to the agent who sold me the car and then sends me to voicemail, I have wasted countless hours trying to contact them and have them provide me with what is rightfully mine yet they do not want to answer, and I could have spent all this time trying to contact them doing something more productive.

  Business response

  12/15/2023

  Thank you for bringing this to our attention. Our Pre-Owned Director has spoken with **************. As ************** is unable to provide a SSN, we have asked the *** going to process the title only. It will take 2-3 weeks per the ***. The customer is aware and satisfied with this resolution -- you may close.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The date of my new car purchase was 9/21/23 as also stated on the contract. I begin by stating that I am a ******** resident purchasing a new vehicle in **********. This bad experience begins with a negotiated price with a sales rep then a piece of paper, after the fact, stating a different sale price. I was told that a 2% commission fee of $1,119 was to be added to the price that was just negotiated. I was told by the sales rep that I HAD TO PAY THIS FEE. I said no and she left and spoke to a mngt. person and reappeared with a document working that fee into the original negotiated price. This is the first red flag of an unscrupulous dealership. The next scam occurred when I was told that there was a $250 registration fee. As I paid for the car in full I stated that I wanted to transfer the plates from the Lexus I just traded in and register the vehicle on my own. The management people told me that IT IS AGAINST THE *** AND THAT WE HAVE TO DO IT). At that point I paid the $250 and was told I would get a refund or pay if the cost was higher. In *** vehicles are registered for 2 years. The registration on the vehicle I had just traded in had approx. 22 months left on it which NYS DMV would apply as a credit towards the new registration. As I know for a fact: the transfer of plates to the new car cost me $34.50. As I know for a fact : titling a vehicle in my name costs $50.00 exactly. That would leave a refund of $165.50. Understand that this refund does not come from DMV. it comes from the dealership which collected the $250. With numerous promises,phone calls that I had to make, visits that I had to make to ** from ** I finally received a check today 12/1/2023 only after the ***** OF THE DEALERSHIP called me on 11/30/23 after he viewed my posts about the dealership. They also tried to charge me $27.25 as an additional processing fee. The rear of the contract clearly states you pay for REGISTRATION AND TITLE. NO OTHER FEES ARE LISTED. So how many *** residents have been ripped off? I will also file a complaint with the *** ATTORNEY GENERAL AND HAVE THEM INVESTIGATE THIS. How many *** residents have not received a refund or have paid their processing fee? We shall see. It took me 2 months to retrieve my money. Do you really think people would remember that they are due a refund? I dont.

  Business response

  12/11/2023

  Hi ***, I'm happy to hear that we were able to issue your refund. We appreciate you reaching out.

  Customer response

  12/11/2023

  
  Complaint: 20945699
  
  I am rejecting this response because: DARCARS OF ENGLEWOODs response to this complaint makes it appear that they are an upstanding dealership.  They are not.  Only after numerous phone calls and numerous visits to this dealership and a phone call from the owner(attempting to do damage control), did I in fact receive a refund.  This should be a warning to all ************** RESIDENTS that DARCARS  will keep your money for at least EIGHT WEEKS . They will not respond or provide you with your refund unless you continuously reach out to them. They will also charge you a 2% commission fee after you have negotiated a price.  They claim you dont have to pay this but you will as they will incorporate it into the sales price.  This is not, in my opinion, a dealership that you would want to deal with.  POTENTIAL BUYERS BEWARE.  i have also reached out to the **************** Attorney General through Consumer Affairs and will reach out to all social media outlets.  I would like this complaint to be posted on BBB as it will warn other potential buyers.   Thank You.
   
  
  
  Regards,  ********
  
  ***********************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BRAND: LEXUS YEAR: 2019 MODEL: RX300 COLOR: ATHOMIC SILVER VIN#: ***************** Saturday 05/13: I got there 4.30 pm and left 10.00 pm aprox. Ms. Yvette V******* was the sales rep, she showed the cars outside but said it was better to see them in her computer, then she insisted in driving the car but I said no because it was too late so she said she was the one who would drive it, but never mentioned that it was for a test driving before a purchase and she never mentioned that the car had some damages inside or about the Carfax. She said that the car will never have an accident because it detects another cars around and can stopped by itself which is not true, the car only has sensors that were mentioned. She offered some kind of warranty of $2,450.00 which I didn’t understand for what, but I never accepted because at the end she gave me the option of not taking it, that was so weird for me, because later when Mr. S** showed the offer, first he said that the monthly payments would be $615.00 per month for 60 months, when I said no he said I will give you a discount so payments went to $570.00 per month for 75 months, so he said the warranty of $2,450.00 is free but it seems is included in the monthly payments. In the contract also appears another warranty called GAP of $1,020 they said is another warranty to cover the insurance of the car, but they make me buy an insurance too that night. At the end I will pay around $47,500 which is not a fair price for a car that has damages and is obvious that the warranty is included in this amount. Then, she asked if the credit can be ran, I said yes please only to see how much the monthly payments would be, but she started to fill the application form without my consent, she prepared everything to do the sale without asking me, I was still waiting for the monthly payments but she was always avoiding that question and never gave a reply until the Financial Manager came too late at night, his name is Mr. S**, so then he prepared all the papers. Then I asked him if I can pay the total price if I get a loan from the bank, and he said no, that it’s better if I do it after 6 monthly payments, which was weird for me too. They never explained exactly the details on what they were charging in spite of I was asking several times, they were trying to confused me, engaged with the car and pressed me to sign the contract which I didn’t understand some clauses, then they kept saying is late you should sign so I finish to sign. When I got home after driving the car, I felt something wrong on the wheel alignment and brakes and when I turned it off, it started to come a very bad smell of cigar and on the next day I noticed the damages. Sunday 05/14: I started to check the car very early in the morning, so I was surprised that the driver’s seat had 3 big burnt wholes of cigars in the back, and some others smaller in the same down seat. The smell of cigars was stronger and in the left side of the drivers at front where is the airbag is, ere are some stains/marks of cigar and kind of break fabric. I started to feel sad and disappointed because that’s not the way of selling, so I called Ms. Yvette to her cell and explained to her what I mentioned, she requested me to take the car to her office stating that they will fix it. Monday 05/15: I left the car at 7.30 am in her address, then she called me during the day to asked me to pickup the car the next day because of the smell. Tuesday 05/16: I picked up the car at 12.30 m, a guy that speaks spanish was there so I explained to him my frustration, so I mentioned him that if the problems cannot be solved I won’t take the car and I prefer to return it, his reply was you cannot do that, he said they can only fix it or trade the car. When we went to check the car the wholes were kind of fix only in the back, but the very small wholes in the seat are still there so they can’t fix it, but the worst thing is that the stains cannot be cleaned, they said that they need to replace the part dissembling all the front of the car, so I didn’t agree with. I said that I don’t want a car like that it has too much things they never informed, they fixed the smell, brakes and wheel alignment, but I said that I preferred to return the car so they said no, there’s nothing they can’t do, so I said that price is not fair for this bad issues and for the way they made the sale. If they would tell me about all this issues, I would never signed and bought it. I wanted to return it on this date but they said NO you cannot do it, so I said ok I’ll talk to my attorney. They only accept to change it or to fix it. Ms. Yvette told me she will do the best to help me is not necessary to call a lawyer or the police, they you can return it and they will give your money back but I need to take the car back home and then come back the next day to her office. Wednesday 05/17: I called Ms. Yvette by phone to request the CarFax, and she sent another documents except the CarFax, I called her and let her know, but she said that’s the Carfax. Then I noticed that when I ask her something she is always avoiding to answer my questions. I asked her lots of times to check the documents she sent, she insisted that the correct Carfax was sent to my email. I mentioned again that I don’t want the car that I would like to return it and she said no you can’t do that and there’s nothing we can do to help you unless you change the car, on the other side, she said a contract was signed, and I said of course I signed it but I was never been informed about the damages, warranties and prices in a good way. I requested her to cancel the contract without penalties, she said no we can’t. then I said I will call the police, I will sue you and she said you don’t need to do that they will accept the car and will refund your money, but she said she will be off on Thursday and asked me if I can come back on Friday so I said no because I want to leave the car and cancel the contract soonest then she said ok come on Thursday. Thursday 05/18: I received a call from the dealer he was a guy telling me that I can’t return the car and asking why I don’t change it, I explained to him the story and that I really don’t want it anymore, he said I am invited to go and talk to the manager Mr. T****** so I went at 6.00 pm after my work to talk to the manager and they said he left so I asked who can assist me with my issues the receptionist asked me to come back on Friday. Friday 05/19: I went at 12.30 m during my lunch time but they said that the manager was really so busy with another customer and he would delay around 2 hours, so the receptionist said we will call you the manager and me I can translate for you, I said thank you I’ll wait for the call so she said after we call you we will give you an appointment to come and discuss about the problem. I never received a call or a schedule for the appointment. Saturday 05/20: I went to their 2 offices and tried to talked to the manager Mr. T****** but the receptionist said he is not in, and when I went to the another office a guy next to the receptionist said sorry but there’s nothing we can do for you the car can’t be returned. I believe that as they see me by myself and alone they are not paying attention to me. Could you please help and assist me?

  Business response

  09/26/2023

  Our General Manager spoke with this guest via translator and came to an agreement on May 26, 2023. You may close. Thank you!

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this review has nothing to do with the service performed on the vehicle as they did an excellent job. My issue is the following, I was given a loaner car with under a 1/4 tank of Gas, surprised by this so I took pictures that shows proof of time and location as I couldn't believe it... Ive never experienced this at any other dealer. According to the contract, I was required to put back what was given to me (<1/2 tank) Upon returning the vehicle with a little over 1/2 tank I was told I was required to fill the car back up full or Id be charged about $7.00 per gallon missing. despite returning it with MORE then I was given and that not being what the contract terms and condition stated for the loaner I reached out to *****, she assured me this was a mistake that would be corrected that day. I was never called back, nor were my messages returned. . She has yet to reach back out to me I and has missed all calls. Before writing this review I saw the "owner" comments on poor reviews to reach out to customer realtions ********************************************* or ************) they also have not reached out to me. Poor business practices.

  Business response

  08/22/2022

   CRM *************************** followed up please note on 8/15/22 per *********************, Service Director spoke to the guest. Customer requested a complimentary detail in lieu of the credit. Customer is satisfied.  Thank you, ***************************

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a deposit of $1000 toward a purchase of a vehicle. The time to take delivery took too long, so I took delivery from a different dealer. I requested a refund of the deposit on February 23, 2022. I still have not received the refund.

  Business response

  04/25/2022

  ******** *****, CRM reached out to the guest to confirm he had received his $1000. Customer has received please close. Thanks ******** *****

  Customer response

  04/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ****

• Initial Complaint

  09/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within the months before the ** went into lockdown due to the ******19 Pandemic, I had my car serviced and paid for a replacement cargo net which I have never received. I spoke with the service department back in October 2020 and was told that I could come pick up the cargo net at the shop. I went to the shop in November 2020 but the staff was unable to locate the cargo net. Since February 2021, I have called several times to request my cargo net. Each time, I am told that Lexus will order the cargo net and someone will call me back when it arrives. No one ever calls back. Last month I was again told that it was being ordered and someone would call me back. It is unconscionable that the company took my money but refuses to provide the item I purchased. I do not know what more I can do but Lexus of Englewood is an unethical company and other consumers should be aware of it. No one should be allowed to charge a person for an item and then not deliver it. That is fraud.

  Business response

  09/13/2021

  CRM *************************** followed up with the General Manager, ***************************, please note:  He spoke with ******************* and will be re-imbursing her for the part. She is going to let me know if she would like to pick it up or have it sent . Please close. Thanks ********
  
  
  

• Initial Complaint

  07/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2018 Lexus and traded my 2020 Acura TLX on Wednesday July 28.2021.The price of the Lexus was $31,000. For my trade they gave $22,500. I had negative equity the balance went onto the price of the Lexus. I had given $4,400. dollars towards the tax and their fees plus the *** fees. Today I had gone back to return the car because, I was not told of the knocking in the engine and other issues that is going on with the Lexus. I do not have the purchase order paperwork or any paperwork on the Lexus. I had mentioned to the sales person whom sold me the car I would like to return the Lexus and just give me my own car back. Giving me the runaround and, was told that I am going to have a financial loss. I want my money back and my own car back the Acura TLX .

  Business response

  08/11/2021

  CRM *************************** Followed up with the dealer which took some time to come to an agreement. Per ************** General Manager - Just confirmed all promised work is being handled and customer is very happy now . Please close. Thanks Sherelene
  
  
  

  Customer response

  08/11/2021

  
  Complaint: 15713949
  
  I am rejecting this response because: I am still waiting to see once the vacuum pump is installed if it indeed resolves the engine tapping issue. Definitely sounds like its valve train related. They are changing the shock and also are fixing the two front bent wheels. I am waiting to see once the work is done if it fixes the engine issue. I understand if it doesnt fix the problem the technician will have to dig deeper. At this moment they are working with me but I am not happy.
  
  
  
  Regards,
  
  ***********************

  Business response

  08/18/2021

  CRM *************************** followed up with ***************************, General Manager, please note dealer has addressed all of the customer's concerns and dealer is awaiting a shock to come in to complete the job.  Dealer has handled the noise by changing the vacuum pump.  Please close. Thanks ***************************

*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. ↩