Complaints

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

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  Lindsay Lexus of Alexandria

  3410 King St Alexandria, VA 22302-3015

• 

  Lindsay Lexus of Alexandria

  3410 King St Alexandria, VA 22302-3015

• 

  Lindsay Lexus of Alexandria

  1575 Kenwood Ave Alexandria, VA 22302-2319

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:11/21/2024

  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.

  My certified Lexus NX200t was purchased from Lindsay Lexus a little over 2 yrs ago. A liftgate squeaking noise began around September 2024. Thinking it might be covered by the active certified warranty, I contacted Lindsay Lexus. I was told they couldnt tell me whether it was covered without it being in the shop. I scheduled an appt & before the appt, tire pressure monitor (TPM) issues appeared. When I arrived during check-in, I was advised that I would be charged a $230 diagnostic fee if nothing was found during the inspected, which was not disclosed when they advised me to bring my vehicle to service. So, I spoke with **** ******* (Service Director) who had the fee waived. When the vehicle was checked they couldnt duplicate the liftgate noise or TPM issue. They reset the ********** instructed me to record the liftgate noise if it happened again. I did on 10/25/24 & emailed the liftgate video & continued TPM issue pictures. Repair Shop *******, ****, reviewed the info & advised me that they would need to keep the car for a few days & would provide a loaner car. A service appt was scheduled on 11/14/24 at 4:30pm. When I arrived, service advisor *** had only listed info about the liftgate & when I mentioned the **** he was supposed to add it to the paperwork. When I spoke to the loaner **** I was advised that they needed to put a $100 hold on a credit/debit card until I returned the vehicle in satisfactory condition & the hold would then be released. Service sent me a repair estimate of $1,400+. Upon my questioning warranty coverage, it was found to be covered. The 3 of the **** were eventually found to be faulty & warranty covered. I returned the loaner & picked up my vehicle on 11/19/24 & found that the $100 was not a hold, but had been charged & the next morning I found an addl $112 hold on my bank card. I called & visited them & was told after having a loaner 3 days the hold becomes a ********** was the 1st ****** to have $112 charge & they were checking on it

  Customer Answer

  Date: 12/22/2024

  Due to a nail in my tire (Lexus Tire Warranty covered replacement), I visited Lindsay Lexus again on 12/2/24 because I needed a new tire like the other tires already on my vehicle & due to my Tire Warranty being a Lexus product, it has to be taken to a Lexus dealership. Lindsay Lexus was the closest dealership & had the tire in stock. While there, I requested to speak to the General Manager, Ace *****. Upon arriving at his office, he asked what is it I can do for you? I found that strange, because the Sales Manager who I spoke to about my issue was the one who advised Mr. ***** that I wanted to speak with him. I responded by asking him if he knew about my issue & he responded, yes I know all about your issue, what is it you would like for me to do. After I repeated all the issues I experienced with the ******************* he advised that he would have a conversation with all the involved parties. He offered the poorest **************** of all the others involved & didnt so much as apologize for the bad experience I had.

  I most definitely will never purchase another vehicle from them or recommend them to anyone again. The Management & Service Department can definitely take some Customer Service tips from my Salesman, Mr. ****** ******, who sold me 2 vehicles & a friend 1 vehicle. Mr. ****** is an excellent Salesman & provides outstanding customer service consistently whenever I contact him. Unfortunately, because of others at the dealership, I will no longer do business there.

  Lastly, there lack of response to the BBB after several attempts about my complaint speaks volumes about their concerns with **************** at their business and regards for their customers.

   

   

• Initial Complaint

  Date:08/26/2024

  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.

  Within days of purchasing the vehicle, I noticed several significant issues:The rear window would not operate from the driver's side control panel.The vehicle exhibited shaking at both low and high speeds.The car stalled and hesitated during acceleration.The tire pressure warning light remained on longer than normal, even after the tires warmed up.I contacted **** *****, the Used Car Sales Manager, who scheduled a service appointment on February 23, 2024, just 12 days after my purchase.I picked up the vehicle on March 17, 2024, but did not receive a copy of the service invoice at that time. I was only informed verbally that the issues were allegedly resolved by performing an alignment, adding air to the tires, and resetting the master switch for the rear window. Despite multiple follow-ups, I did not receive the service invoice until May 22, 2024.After retrieving my vehicle, I continued to experience the same issues, which worsened over time.I was advised by **** ***** to take my vehicle to ****** Lexus in **********, ********, for a second opinion, but the service team there could not duplicate the issues, although they suggested resetting the transmission's shift memory, which did not resolve the problem.The shaking became so severe on July 8, 2024, that I was unable to drive on the highway, yet ****** Lexus could still not duplicate the issue after having the car for two days.Upon reviewing my service notes, I discovered that the service department at Lindsay Lexus had noted a bent right wheel on February 23, 2024, yet this critical safety concern was never communicated to me. The stalling and hesitation issues have almost led to accidents on multiple occasions.I contacted **** ***** then was redirected to ****** *****, the General Sales Manager, multiple times. When I finally spoke to Mr. ***** on August 9, 2024, he advised me to file a Lemon Law claim rather than taking responsibility and attempting find a resolution. My car is back in the shop.

• Initial Complaint

  Date:06/14/2024

  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.

  June 13, 2024 came in for oil change for my 17 Lexus RX350 less than 60,00 miles with working AC. I was advised when receiving my keys I was advised all fluids was topped off you good to go. I Have not had any problems with my vehicle till now since I had it. Now no air and pull up in my driveway overheating sign pops up. I Called back and spoke to a supervisor ************ of what occurred, states dont drive it bring it back or have it towed. I believed they drained my coolants while topping it off and did not fill it up. Checked the oil no oil on dipstick. This is a real serious issues whats going on with my car done by your dealership this is not how my car was when I brought it here. Lexus Lindsay of ********* should be responsible for the repairs and the cost of my vehicle being repaired back to like it was when I brought it there. I paid $134 for an oil change which possibly was not conducted, which caused my vehicle to overheat. There was no oil or coolant after I left the Lexus Dealer. No oil on dipstick. Called back again this morning they gonna see what they can do,

  Business Response

  Date: 07/09/2024

  The client came in for service but told both her service advisor and the service manager that she had limited time for them to complete the work quickly.  Her oil change was complete but the normal full inspection of the vehicle was not completed due to her lack of time. Other than her oil change, no other fluids were drained from her vehicle, merely topped off. We she came back to the service center when her vehicle was overheating, the oil was measured by a Certified Technician and found to be at proper level as recommended by the manufacturer. The issue with the car is that it had a water pump failure, which has nothing to do with the oil change performed by Lindsay Lexus. Although we performed the oil change as requested and it was done correctly, we still reimbursed the client the cost of the oil change based your email, however, we will not be held responsible for the preexisting issues the vehicle had prior to bringing the vehicle in for an oil change. The vehicle is seven years old and had component failure. 

• Initial Complaint

  Date:04/15/2024

  Type:Sales and Advertising 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 4/13/2024, we negotiated and agreed upon and finalized (in writing) the terms and conditions regarding a vehicle lease (including a trade-in value for our existing vehicle) from **************, the Sales and Leasing Consultant representing Lindsay Lexus in Alexandria, VA for a new 2023 Lexus RZ450e (Premium Trim with a MSRP of approximately $63,160.00). A day earlier on 4/12/2024, when we first visited the dealership and met with ************** and ******************, the Sales Manger, that the vehicle was available from Lexus of *********** in ********** and a deposit of $500 deposit was required to hold the vehicle. ************ was 99.9% certain that the sale was going to occur, unless there were unforeseen logistical issues transporting the vehicle to ********. On 4/15/24, we were advised by ************ that Lexus of *********** sold the vehicle to another party, even though we had a bonafide deposit on the vehicle. (This excuse is contradictory to the possible "logistical" issue which may have prevented the sale of the vehicle to us.) He also explained that he was unable to secure another 2023 Lexus RZ450e from another dealership.

  Business Response

  Date: 04/26/2024

  Mr. and ******************* are correct that we took a $500 deposit to procure a 2023 Lexus RX450e from another Lexus dealer.  Based on the Lexus national inventory system and in speaking to a manager at the other Lexus dealer that had the vehicle in stock, we were told that they were certain the vehicle was avaible for us to trade and that they would get back to us on Monday the the 15th since we had contacted them on Friday the 12th.  When we contacted that dealer on Monday, they told us that the vehicle had been sold.  Each Lexus dealer is indepently owned and we have no control over another Lexus dealer selling a vehicle that had been promised to us.  Lastly, the client is mistaken in thinking that a deposit to at Lindsay Lexus would have any bearing on another dealership selling a vehicle that is in their inventory.  Lastly, we tried to find the client a replacement vehicle at other Lexus dealerships, but due to the fact that they are looking for a 2023 model year Lexus after the first quarter of 2024, there are hardly any left in the country and we were not able to locate a vehicle for the client. We immediately notified the ******** and attempted to refund their deposit. They refused to provide information for intial 48 hours after being notified that we were refunding them their deposit but have since given that information and we have refunded thier deposit.  Although the situation is mutually frustrating for both parties, the intent of the Lindsay  employees involved was to procure the exact vehicle the clients wanted.  The Feldmans are more than welcomed to contact me directly if they would like to discuss the matter further. 

   

  Customer Answer

  Date: 04/26/2024

  Please see the three emails from earlier today regarding the $500.00 refund.  While I do accept their response, my wife and I were under the impression that the $500.00 deposit on the vehicle secured the transaction.  Evidently and unfortunately, this was not the case and the vehicle was sold to another party.  In any event, I would prefer to wait the 7 - 10 business days until my credit card account is credited for the $500.00, since an earlier refund this week never materialized from a "pending" status.  I will notify BBB promptly when this occurs in order to close-out the case.

  Thank you for your assistance regarding this matter.

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

   

  On Apr 26, 2024, at 12:24?PM, ************************* <********************> wrote:
  
  Thanks *****.  I did see it posted in a "Pending" status two days ago, but for some reason it disappeared.  I'll keep watching for it to be reposted.
  
  
  *****
  
  On Apr 26, 2024, at 11:43?AM, ********************* <***************************************************************> wrote:
  
  
  ?Dear *****,
  Thank you for reaching out. I wanted to inform you that the refund for your deposit of $500.00 has been successfully processed on April 22, 2024. You can expect it to reflect in your account within 7 - 10 business days.
  If you have any further questions or need assistance, feel free to reply to this email. We appreciate your business and apologize for any inconvenience.
  Best regards,
   
  
  *********************
  Sales Professional
  ************
  **********************************************************
  
  ************
  Alexandria, VA 22302
  www.lindsaylexusofalexandria.com
   
  Good Morning Nazir,
  
  I just checked my **** statement and noticed that the $500 refund for the deposit on the 2023 RZ450e that you were unable to secure from Lexus of *********** still has not been credited to my account.  When you have a chance please, I would appreciate if you could please check with your finance office and provide me with an update of when I can expect to see the credit posted to my account.
  
  Thanks!
  
  *****
  ************

  Customer Answer

  Date: 05/01/2024

  [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,
  
  ******** And ***************************
  
  

• Initial Complaint

  Date:02/15/2024

  Type:Product 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 November 20, 2023, we purchased a Autocare plan from Lindsay Lexus of Alexandria for $2,635.00, we cancelled the plan on November 24, 2023, and was within the 30 days of cancelling period. We were told that it would take several weeks before we would receive the check. We later met with Lindsay finance officer ********************* on 2, February ****, He contacted Lexus and gave us check number ******, they informed us if we did not receive the check by the 18 February 2023. To call them back and they would cancel the previous check and produce a new check. This is unacceptable to us.

  Customer Answer

  Date: 02/18/2024

  We have not received the check as of 18, February ****. We were instructed by Lexus to notify them if we had not received the check by the 18 February. We plan to call them 19, February ****, and inform them that we have not received the check as of yet..

• Initial Complaint

  Date:10/27/2023

  Type:Product 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 am requesting a full refund of the $500.00 deposit I put on a car at Lindsay Lexus with the express promise and condition from the dealership that if I did not buy a car from them for any reason whatsoever that my deposit would be refunded to me in full. Date of transaction: March 29, 2023 I had various correspondences and documents codifying the agreement and promise to refund my deposit:- Email from Lindsay Lexus on 3/28/23 stating Deposit 100 Percent Refundable. - Bank Card Charge Authorization form on 3/28/23 where I clearly wrote in the comments, "Agreed deposit is fully refundable if I do not buy a car from LIndsay Automotive." LIndsay Automotive received this document and proceeded to charge my card for $500 clearly understanding the stipulations.- Emails sent on October 15, 19, and 24 requesting the refund and the October 24 email referring to the phone conversation I had with the Sales Representative clearly referring to our phone call conversation earlier that day to ensure their finance department issues the 100% refundable deposit by Friday, October 27 at the latest. The business has not tried to solve the problem. Thank you

  Business Response

  Date: 11/27/2023

  ******************** did request a refund but when the accounting department attempted to refund the money, they required confirmation of the last four digits of the same credit credit card used by ******************** to place the deposit. This is done to reduce the chance of fraud and proper accounting of funds. They left two messages to obtain this information from the client. Once the information was obtained, we processed the refund to ************************ credit card on 10/30/2023, (see attached).  This dealership has no interest in holding on to anyone's deposit that does not wish to purchase a vehicle from us. Please let us know if you have any other questions or concerns. 

  Customer Answer

  Date: 11/28/2023

  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. 
  
  Regards,
  
  *****************************