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:12/22/2022

  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 a lease from the company August 2018, my maturity date was approaching so I went to see if I can get into another lease or finance my current vehicle. I went on 11/30/22 and was approved a new lease vehicle. After about 2 and a half weeks I received a call stating they wanted the vehicle back and that they were not returning any money until after the vehicle was rerurened. I told them they need to refund me the money in order to receive the vehicle back. They showed up at my house with 4 guys driving the lease I left on the 11/30 to retrieve the vehicle prior to returning the money. They pulled up in front of my house with ski masks on like thugs to steal the car back but without any luck because the car was not there. **** while they were waiting they lockd themselves out of the car and had to get it towed back becasuse the car went dead. Looks like damage was done to the care as well. They should have not driven that care back to me when I didnt even have insurance on the care because it wasnt in my possession in over 2 weeks. They need to be resposbble for the damages of the vehicle because they were driving that care around when indeed it should have been already sent to the auction for purchase or at the minimal sitting at their lot untouched. After a week they refunded me the money and was able to swap cars but now I have a car with damage that was not their once it was given to them initially. Lexus needs to be held accountable for the damage because they should not have driven that car without some kind of understanding of what was going on please contact me @************ asap.

  Business Response

  Date: 12/27/2022

  CUSTOMER WAS UNRESPONSIVE WHEN REQUESTED FOR ALL DOCUMENTS. NEVER RETURNED ANY CALLS AND AFTER EXTREME MEASURES SHE FINALLY CAME IN. We reviewed her file and the bank pulled the approval. Customer was given back her full refund same night Tell us why here...

  Customer Answer

  Date: 12/27/2022

  
  Complaint: 18628394
  
  I am rejecting this response because:
  It's a complete lie. All emails will show otherwise that all requested information was forwarded. Also there are several text threads that show that the response was also a lie. And as far as the refund goes it was given back after they couldnt locate the car that they wanted back. They drove the truck from the lot back to my house with thugs to steal the vehicle without giving the refund but ran into a snag because the car was not around. They pulled up with 4 guys in the car and 2 had ski masks on. Also, we have the video footage from security that shows that as well. And while they sat in front of my house for about 4-5 hours, they locked themselves out of the car and had to have a AAA truck come pick the vehicle up top bring it back to the dealer. Why would a AAA tow truck come to pick up a lexus truck, because more than likely they were not supposed to bring that car back to me without my knowledge. Another thing they detailed the car and took out the back flap that covers the trunk. They need to be investigated. The messages and texts threads will show how unprofessional and deceitful they are. I could just imagine what they have gotten away with. My car would have been brought back to me without a refund if they had it their way. I paid them with my ATM it doesn't take almost a week to refund money. I spoke with my back and was informed the way they took the payment was like cash and it would refund the same day. They played many games and had to give the refund because they wanted the car back after being deceitful. I have so much evidence on the lies they have told. And then they damaged the car, it's never ending with them. They are operating like they are from the streets; I couldn't believe they sent thugs to be apartment. Thats another thing they actually came in my building knocking on the door. I really think someone must have lost their minds at Lexus. This has put so much stress on me and my family, especially after just finishing up radiation and being in remission.  
  
  Regards,
  
  *************************

  Business Response

  Date: 12/30/2022

  I have read the response. I am sorry for the stress has caused you, we take no pleasure in having to come and take our cars back. We do have records and recorded calls of us trying to reach you. We also record all of our calls which we had some heated discussions with **************. At this point we want to apologize and work things out. We were never shown what damage you are speaking of. We did how ever put in a brand new battery at no cost. I am open to helping with the damage the Browns are speaking of Tell us why here...

  Customer Answer

  Date: 01/09/2023

  
  Complaint: 18628394
  
  I am rejecting this response because: It is not true. I am not sure who is responding to the complaint, but it is clear that they are not getting the full complete details of the situation from the thugs they sent to my place of residence. Let's be clear they were conversing with ************* because they had him on the paperwork as well as a co-signer. Also, to say they replaced a battery is laughable especially since the reason for the battery dying is because when they brought by my car to my place of residence without my knowledge; the driver got out of the car and locked himself out. They were waiting outside so long that the battery died. The guys were outside the car cursing and acting aggressive because they couldn't believe that they locked themselves out of the car and had to call a tow truck to retrieve the vehicle and send it back to Lexus on route 46. Also, I really do not like for them to act so oblivious to what they have done to the car. Where is the cargo security rear trunk cover? They detailed the car and took the trunk cover. And as far as the heated discussion being recorded, great we have them as well, heated discussion went from both ends. 

  You guys had no issue getting the car once the money was returned. All the heated discussions and the playing around with you guys driving that car when it was in your possession is the problem. Mileage was put on that car, and I don't trust anything you guys could have done especially after being livid because you couldn't locate the car: hence removing the rear trunk cover. We have video and text messages as well to back up all claims. Seems to me someone is covering up a few things and I don't like it because this could have been handled much better. 

  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/29/2022

  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.

  I initially put down a deposit for a new nx350h with sales **** and the vin was reserved for me for the vehicle to arrive in a month. **** left and a new sales ***** took over my account. I was told 1 month later that my vehicle was sold to someone else. ***** disappointment with this mistake - I asked for refund which ***** promised. Waiting for weeks I discovered that ***** also left the business and after countless calling, I was finally able to reach the manager and he promised will be refunded in 3-4 days. Now 2 weeks has gone. The whole ordeal has been over 3 months now with no refund

  Business Response

  Date: 12/06/2022

  CUSTOMERS CHECK WAS CUT AND SENT OUT Tell us why here...

• Initial Complaint

  Date:10/26/2022

  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 a 2018 Lexus is300 fsport from *************************************************. The car was listed for $29k and some change, after going through the whole process, I put down $3300 and was told i was accepted by the bank, i received a call to bring the car back because the bank denied me Knowing this couldnt be right because they wouldnt let me drive a car off the lot if the loan wasnt accepted, So i call the sales person (******, who no longer works there anymore) as well as (****, who aswell doesnt work there anymore) and they tell me to come in and look at the agreement. After doing so i leave again WITH THE *** and everything was all good except they never gave me a copy of the agreement. So i head back for the agreement to finf out the car was now listed at $39k and theres only $3k worth of fees and taxes. 29k plus 3k doesnt come out to 39k so theres an extra $6k that no one at lexus knows where it came from. Now i speak to ******, he tells me to come back in 7 months to put me in a new car. FAST FORWARD 7 months Oct 25, 2022, I go to lexus to meet with ****** and he cant tell me where the extra money came from and He cant do nothing for me until the car is in positive equity. After stating that theres been money added on to the final cost of the price multiple times, ****** proceeds to say the total price of the car (where the money was added on to) has nothing to do with my situation. He says my situation has to do with my interest rate. So no one at lexus knows where the additional $6000 came from and they want me to continue paying the loan until it is in positive equity so they can take me out the loan. Tri county Lexus scammed me for an extra $6000 which cause my interest amount to be higher as well and now theyre saying theres nothing they can do for me. After putting down $3300 on a $29000 car, the total cost would be $25700+ $1000(GAP INSURANCE) + 2800$ in fees and taxes the total cost of the car shouldve been $29500 with a 11% interest rate

  Business Response

  Date: 11/07/2022

  We will reach out to customer and go over complete contract being this is an old transaction may be limited and what we are able to do for client

• Initial Complaint

  Date:10/19/2022

  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've had so many bad experiences with this dealership that I'm not sure with which issue I should start. Right off the bat I should've known better than to buy a car from Tri-County Lexus. I read dozens of scathing reviews but their advertised prices were amazing. Numerous reviews mentioned bait and switch tactics but I called twice and both salespersons that I spoke with assured me that the advertised price was accurate: $27,500 for a 2018 CPO NX300 Fsport. So my husband and I drove the 3.5 hours from southern PA to the dealership. Our salesperson, *****, was very friendly but eventually it was revealed the price was actually $30,500... $3k more than advertised. The reason given was that it was certified. It was advertised as such so I'm confused as to why the listed price was $27,500. I'm going to assume that it's not illegal to advertise fake prices but in my opinion it's deceptive and unethical. Against my better judgment I purchased the car anyway, after the used car finance person was able to beat the interest rate that my local credit union offered me, ****% (this will be important later).The next sketchy thing that happened was that ***** sent me some to contract to sign that didn't mention the dealership warranty or cpo warranty that were listed on my paperwork. He told me that it didn't matter but I refused to sign it and I never heard from him again. Fast forward to the end of September... I'm getting concerned because my temporary registration is going to expire soon. I begin calling the dealership on a daily basis, up to 10 times a day for 2 weeks. This is not an exaggeration. NO ONE ANSWERED. At all. At any department. And the voice-mail box was always full. Unreal. I don't understand how a company can do business like this. I called every number that I could find online and every salesperson that gave me a business card. I sent emails. I filled out the contact form on their website multiple times. All to no avail. After about 2 weeks occasionally so

  Business Response

  Date: 10/21/2022

  Hi spoke Mrs. ********************************** will have plates for them on Tuesday / We also agreed to pay them $1280 towards the overage in interest rate from what she was quoted 

   

  Regards

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