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Business Profile

New Car Dealers

Park Place Lexus Grapevine

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 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:01/06/2025

    Type:Service or Repair 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.
    On 26 December, 2024, I brought my car in for an oil change and to pick up my new Lexus from Park Place Lexus Grapevine. No problems noted at the time of my arrival and I dropped my car off for an oil change and filter (almost ****** miles) and went over to complete the purchase of my new Lexus. That is when thir service desk notified me that my car did not start and I needed a new battery, which I paid for. I was asked to add battery terminals, which I did not purchase at the time. The battery terminals were the only defect noted on my service order. When I got my car home, I notices a loose hose and a broken nib on the air intake cover. Subsequently, I returned to have the battery terminal cables replaced and asked to have the air intake cover repaired. I was told that I had a 3rd party air filter installed and that the cost to replace the broken air intake cover was $740.91. This broken air intake cover was not found during the oil and filter change. It was not found during the replacement of the battery (next to the battery). Not sure if it was incompetence or an attempt to hide damage, and I am glad that I discovered it. What added insult to injury is that the dealership wants me to pay to repair this damage. I want the dealership to repair the damage, as I believe it was done during the servicing of my 2014 Lexus ES350.

    Business Response

    Date: 01/06/2025

    Greetings *****, and thank you for sharing your feedback. Were extremely disappointed to learn of your recent Service experience. We value your business as a Park Place client.

    I would love to speak with you directly in regard to your sentiment. I have reached out to you personally, and have left you a voicemail. At your earliest convenience, would you mind giving me a call back? Thank you. ******* ****, General Manager. ************.

    Customer Answer

    Date: 01/15/2025

    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. After reviewing my complaint, Park Place Lexus Grapevine called me to schedule the repair: sent someone to my home with a free rental car; picked up my car, returned it and picked up the rental car, with no costs to me. They treated me as though I was their most important. I cannot thank them enough for all that they did to make this right. This is what makes an auto dealership grate. 

    Regards,

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

  • Initial Complaint

    Date:12/30/2024

    Type:Billing 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.
    Used car sales was to hold a car for me to come and look at. A hard hit was done on my credit for an auto loan. I did NOT apply for an auto loan.

    Business Response

    Date: 03/25/2025

    Hello, and thank you for sharing your concerns. Wed like to provide some clarification regarding the situation. Our team received direct written consent from you via text message to proceed with the credit application process. In addition, we have a screenshot of the completed and submitted online credit application, which serves as legal authorization to pull credit.
    At Lexus Grapevine, we prioritize transparency and take great care in handling our clients personal information with the highest level of integrity. If you have any further questions or would like to discuss this in more detail, we are happy to speak with you directly. Thank you again for the opportunity to address this matter. ******* ****, General Manager.

  • Initial Complaint

    Date:06/24/2024

    Type:Service or Repair 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 2018 ******** **** GLE from Park Place Lexus Grapevine in March of this year. This has been the worst car buying experience I have ever had. From the initial salesperson to the used car department manager, to the general manager, I have been endlessly gas lit. From the initial exchange with the sales guy, *************************, I was sent text messages with a link to a social media post about why men and women cheat. Very alarming. From there ******* was verbally aggressive, condescending, intentionally intimidating and demanding. Upon first seeing the car, one of the first things I asked about was the radio because I have a long commute to and from work. I wanted to make sure that the CD player worked, that it had blue tooth connection and that the speakers were good. To ensure this, upon separate occasions, both ******* and **** paired the radio to my phone via Bluetooth. They did this because I wanted to make sure the Bluetooth was working.The cars radio increasingly malfunctioned and **** refused to look at it. I speak with *******, and he tells me to take it to their dealership in ****** to get it diagnosed. The radio would go out for long periods of time and then it would just go out all together and have a black screen. The service department tells me that the previous owner installed an after-market Bluetooth in the car and that is why the radio is malfunctioning. I tell ******* this and he is refusing to fix the radio issues. Park Place sold me a car that was flooding, and the radio is shot. I am asking for the radio to be fixed and the blue tooth to be replaced with the correct ******** **** Bluetooth part. I would not have purchased this vehicle knowing that it had all of these issues. I was not informed about any of these issues up front. These issues were intentionally withheld from me. I am asking for an immediate response and for my radio to be fixed and restored with the appropriate Bluetooth parts.

    Business Response

    Date: 07/01/2024

    Greetings ******. We are extremely disappointed for the frustration that this has caused. Our General Manager, ***********************, communicated that his team was able to resolve your sentiment. Records show that ************ reached out to a Master Technician from our ************* ****** location, who successfully located the problem. It seems there was an aftermarket wireless CarPlay device downloaded to the vehicle. Your vehicle has been reset to factory standard, and your Bluetooth is now fully operable. Thank you for your patience with the process of sourcing the root of the problem and trusting us to make it right. 

    Customer Answer

    Date: 07/01/2024

    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,

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

Park Place Lexus Grapevine is NOT a BBB Accredited Business.

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