Complaints

• Initial Complaint

  10/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Oc t 2024. Had a 2016 Lexus with a transmission that was going bad. Our options given to us were to drive until needing replaced or pay 8-9K for replacement. Lexus did not inform us of warranty that would have covered the transmission until they had us (my wife) sign for a new car. I went in a few days later to talk to them with my wife (this is when they told us that the warranty warranty would have covered the transmission). My wife was brining in the title and found the warranty as well that stated that the transmission would have been covered. When I asked them to stand by the warrant, they said that, because my wife had signed a contract that thee sale was already done and that I had to sign for the car.

  

  Business response

  12/06/2024

  from: '******* ******' via Dispute Resolution <*************************************************************************>
  reply-to: ******* ****** <********************************************************************>
  to: "*************************************************************************" <*************************************************************************>
  date: Dec 5, 2024, 6:38 PM
  subject: FW: ******** case #

  Subject: Re: ******** case #
  
  This interaction started as a customer concern with problematic transmission shifting.
  
  When working with service,  it was not apparent that the guest had service contract coverage.
  
  Subsequently, The guest decided to consult with sales and consider trading the vehicle. Trade value was Adjusted down due to current condition. Customer worked with sales consultant throughout the day before deciding to buy the new car and trade in the car with the bad transmission.  Customer conferred with their spouse during their visit to make their final decision about buying the new car and trading the old car, and agreed to buy the new car.
  
  The next morning, the guest and spouse both returned to the dealership together to complete the purchase of the car
  With new information regarding the vehicle extended service agreement.
  
  In response,  A $2500 adjustment was offered and accepted by the guests the next morning prior to taking delivery of their new car in
  
  Respectfully
  **** ******
  GM Lexus of Frederick

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5.11.2024 I test drove a new Lexus RX450h Plus. I was interested in purchasing one, but wanted a different color, etc. I was working with ********************* and he requested a $500.00 deposit (refundable should I change my mind) and ask that I complete a new build online and send it to him and he would put my specs in FOR the next allotment they were expecting for delivery the end of July or early August 2024. In early July (between the 1st and 3rd) I let ***** know that I had changed my mind on the purchase. On July 14th I e-mailed ***** asking the status of the refund. He stated that he checked with Accounting and that they processed it on Friday, July 12th and that it took 7-10 business days to reflect on my card. On August 6th I sent another e-mail asking for a status. ***** responded on August 9th that the person that handled refunds resigned and they are short staffed but they are working on it "right now" although I was told that my refund was process on July 12th in an earlier e-mail. I submitted a dispute with my credit card company on 7.30.2024 and they reached out to Lexus of Frederick with no response as of today, 8.14.2024.

  Customer response

  08/20/2024

  Lexus of Frederick has provided the refund. This can be closed.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To Better Business Bureau,****************************************************************************** Fax ********* purchased a 2013 Mini ****** From Stevinson Lexus ******** at 8337 ************* Frederick ** *****, Phone ************.After I Test drive, I said I don't want to buy this vehicle, because the engine sounds like a diesel engine. Sales Lady ( ***** ) Took me and the car to Mechanic, if there is a problem.******** said this is how Mini ****** sounds like he said This vehicle is perfect. I took Mechanic word and purchased this vehicle on 11-02-2023.I bought it for my daughter( she is in the College). At the end of December , I noticed the engine sound was even worse, so I took it to my mechanic. After diagnosis , the mechanic said the computer is bad, so I called Dealership and asked for help. I purchased this vehicle for $12,393.24, they said we will offer $8,000/ I told them , since my daughter adds 2k miles I will absorb $1000/ and I will buy the next vehicle from you. Dealerships stick to $8,000/.I am open also, if they can repair it.I need your help to resolve this issue. l have been their customer for about 5 years and bought about 10 plus vehicles from them.My email address is ************************* and phone **********.I appreciate your help.Sincerely,*************************** ****************************************************

  

  Business response

  03/20/2024

  from: '***************************' via Dispute Resolution <*****************************************>
  reply-to: *************************** <**************************************>
  to: "*****************************************" <*****************************************>
  date: Mar 20, 2024, 2:18 PM
  subject: 21311189. case

  Hi *****
  
  I met with *************** last Saturday and we were able to resolve this to his
  Satisfaction
  
  Thank you
  
  *********************
  
  General Manager
  Lexus of Frederick
  ************

  Customer response

  03/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to this dealership on Saturday, February 11th 2023 to purchase a brand new Lexus ******. There are two major issues: 1. When I was going through the sales process, the man who ran my credit information gave me an unfair interest rate because he said my credit score was in the 700s. I was certain my score was well over 800 and checked equifax, experian, and credit karma on my phone while at the dealership to confirm. The salesman showed me a piece of paper with a 770 credit score, which directly impacted the interest rate I was offered. I just received the confirmation letter in the mail from ***** ***** auto, who my loan was opened with, confirming that my score was 810. I could have gotten a better interest rate if this rating was used, but the salesman insisted it was not. 2. I was not given options of banks to use for my loan. The salesman printed the paperwork and had me sign without even giving me options. I had to ask if I could use a different bank, but he pressured me to stick with what he chose and didn't even show me my options. Both of these tactics seemed off-putting to me, especially while spending such a large sum of money.

  

  Business response

  03/30/2023

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

  Auto dealerships and most lending institutions use ********** credit scoring system.
  They are very Similar to consumer credit scores. I have enclosed the credit scores
  That we pulled from 2 sources.  Both scores were in the 770 range
  
  In this loan for this guest, interest rate was not determined by the dealership
  Anyway. It was determined after applications were sent to two of our most
  Competitive lenders. The approvals are attached. The best rate offered by the
  Lenders was 7.44% for 72 months.  The dealership did not mark up the interest rate.
  Rather, The rate was bought down
  By the dealership using its own funds to provide attractive financing.  The customer
  Was signed at 6.44% - 1% below the dealerships buy rate.
  
  Bill A*****
  General Manager
  Lexus of Frederick
  ****  ************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 25th, 2022 I put money down on a vehicle order form for a new Lexus. $1084 dollars was put down with the expectation that a vehicle could be found. I was told that they were getting an allotment monthly. I specified that I wanted a 2022 RX 450h in Atomic with black or glazed interior. I agreed to a price point of $60,000. Stevinson was not able to produce this vehicle for me. I stated in an email 6/27, 7/15, and 7/18 that I did not want to move forward with this transaction and would wait for the 2023 to come out. I followed up with a phone call on 7/19 and 7/21. Was told a check was issued and I should get it in the mail. This has not happened. I am a widowed 73 year old and I feel that they have taken advantage of me because of my sex and age.

  

  Business response

  08/09/2022

  Hi ****,
   
  I apologize we did not process your refund promptly.  Due to corporate restrictions, we were unable to send a check refunding your credit card transaction.  We could only process your refund to your credit card, and unfortunately the credit card you used had expired.  We have since processed your refund using the new credit card information you provided, and I will be calling you tomorrow to ensure you received your refund.  I do apologize that our actions made you feel like we were taking advantage of you, when I can assure you that was not the case.  I look forward to speaking with you. 
   
  Scott M*********
  General Manager
  ************
  
  

  Customer response

  08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. However, I would like to state that they lied and said a check had been issued on June 22nd.  They also told me on June 19tth that they could not credit my credit card.  However, after a complaint was filed on August 5th with BBB, they credited my card.  I emailed them numerous times and also made numerous phone calls and did not get any satisfaction until I filled this complaint.
  
  Regards,
  
  **** *****

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a 2015 ******** ATS from Stevenson Lexus of Frederick. 2 days ago my check engine light came on, I contacted the service department and scheduled service for 8:30AM 2/18/2022. Upon the inspection they had found that RR Lower Control Arm was cracked and is a major safety concern, including EVAP High Purge Flow. They advised me to go to ******** to get repaired, I called ******** and they're out weeks for any repairs due to staffing shortages. I took my car to another mechanic for a second opinion, the first thing they said is "I can not believe they allowed you to leave the lot, your tire could have come off and flipped your car or caused a major accident". They showed me how the damage to the arm is very old damage they said due to the color change and signs of rust this level went unrepaired for years. I called Stevenson immediately and spoke to Scott H***** a manager. He promised around 11am he would call me within minutes and get resolved, hours later he called me back with a completely different attitude, He said I will go ahead and fix it, with his tone I explained my frustration that this went unchecked and could have ****** me or my children and I asked he not make it sound like he is doing me a favor. He said it is possible that was missed during their inspection prior to selling the car. I tried to explain that I was also told that the Purge value issue code + doesn't happen over night and would have been caught during proper inspection. He said he is not helping with that and he continued to cut me off when I was speaking telling me to Pause. I told him he is escalating the situation and I have the right to be upset, due to the harm it would have caused my family. Scott said I am no longer willing to help you and Hung up on me. Initially I asked the sales rep what the black markings under the bumper were he said someone must had scraped it, the mechanic showed me that was the start of the damage to the control arm

  

  Business response

  03/09/2022

  Thank you for the opportunity to look into the details of this complaint and respond.
  
  On 7/24/2021, Ms. ********** purchased a pre-owned 2015 ******** ATS from our Stevinson Lexus dealership.  Ms. ********** returned her vehicle to our shop on 2/18/2022, more than 6 months after purchase, with a check engine light on.  The vehicle and all its emissions systems were working as designed at the time of sale.  All components on vehicles wear over time and the point of failure is random and unpredictable.  Additionally, if there was anything wrong with the purge valve around the time of sale the vehicle would have failed the emissions test needed to register the vehicle.  The vehicle passed emissions which proves the valve was working properly when sold to the guest.
  
  While in store on the 18th we found that the control arm was also damaged, and it was expressed to the customer to be a safety concern. Several technicians examined the damage and all were in agreement the damage was not old.  They further stated that it in no way would have lasted 10,000 miles in its condition.
  
  When the guest called and spoke with Scott H***** and indicated “she had just purchased” the vehicle, Scott immediately told her we would fix it as a matter of customer satisfaction and was very apologetic believing that she had “just bought purchased” the vehicle.  It was later in the conversation he discussed that she purchased the vehicle 7 months ago and had driven it 10,000 miles, however, he was willing to stand by his offer.  When explaining to Ms. ********** that he was trying to help her out in this unfortunate situation, she became abusive stating that he wasn’t “doing her any favors” and interrupting him. Mr. H***** calmly stated to Ms. ********** that it might be best to end the conversation until they could speak professionally, then she hung up.  Ms. ********** called back approximately 2 hours later but was still in an escalated manner, so Mr. H***** asked to table the discussion until things settled, she then hung up on Mr. H***** a second time.
  
  This vehicle was purchased “as-is”, in the opinion of our master technicians these two issues were not present during at the time of purchase.  Given that our goodwill gesture is not going to result in an amicable relationship, we respectfully withdrawal our offer.
  
  Sig
  Scott M*********
  ________________________
  General Manager
  Stevinson Lexus of Frederick
  8337 Raspberry Way
  Frederick, CO  80504
  ************ ******** *****************************
  www.stevinsonlexusoffrederick.com

  Customer response

  03/09/2022

  Complaint: ********
  I am rejecting this response because: I had never mentioned I just purchased the vehicle why would I say that when there is clearly a paper trail as to when I purchased the car. When I brought my car in for the check engine light it was found that the control arm was damaged. My concern was after multiple mechanics viewed the car they expressed it was neglectful that your company allowed me to drive the car from the service center in its condition as it was a hazard. I never wanted nor requested anything to be done for free. Scott H***** was the one whom escalated the conversation he was abusive and used extreme misogynistic tones and verbiage during our conversations to intimidate me. The shear lack of proper investigation is clear that you have no intention on training your staff on how to properly address customers concerns, you've taken one side. As mentioned before pull the phone call as my report to the situation is correct and Scotts lies are the ones being taken into full consideration. Scott only offered to fix the control arm to get me to not render a complaint, as specified I was prepared to pay for the repairs/parts. I did say "do not act as if you're doing me a favor", as it was only offered to avoid a complaint. My entire complaint was the fact that I could have been ****** or injured as the control arm was Broken not cracked. I have all documentation and photos to prove that.  
  
  Regards,
  
  ******* **********

  

  Business response

  03/11/2022

  While we take very seriously the safety of our customers, as stated in our previous response our master technicians that viewed the control arm damage, stated it is their expertise opinion that the damage occurred after the purchase or would have been impossible to be driven the additional 10,000 miles that were driven since purchase.  Additionally, we did advise Ms. ********** this is a safety concern during her visit on the 18th; advising that the vehicle be taken to ******** as soon as possible for the repair as we do not stock ******** parts.
  
  We kindly ask that this complaint be closed.
  
  Patty F***
  Marketing Manager
  ************
  
  

  Customer response

  03/11/2022

  Complaint: ********
  
  I am rejecting this response because: The indication was that the control arm had a hair line crack in it should have it looked over by ********, Through photos I have sent from reputable mechanics it shows the control arm was completely broken and by allowing a vehicle to leave their service center was neglect on your companies part. The car tire could have come completely off the vehicle and injured myself or others, it was downplayed by Scott H***** the severity of the issue.  I have provided the photos as proof, if your service center is unable to obtain GM parts you should not be selling nor servicing GM vehicles. I never asked for a "free repair nor parts or labor", this is a matter of taking responsibility for your neglectful oversight and lack of caring for your customers safety. I have already had this repair completed by a licensed mechanic  
  
  Regards,
  ******* **********

*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. ↩