Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Leased a vehicle from the North Miami location in 2023 and purchased the *************** package. Was told that the warranty covers any damage to the tire and Lexus would replace with a brand new tire. Brought the car for service since there the front tires have nails.Spoke with the service manager and was advised that only 1 tire would be covered since the other tire is considered ************ Which makes no sense since both tires have the same issue. Why would 1 be covered and not the other.They proceeded to tell me that I would have to contact the tire manufacturer since the life of the tire is under the 50K miles. I don't understand why I have to call the manufacturer, isn't this their job to do??? This is a leased vehicle and the tires were purchased by the dealer, not me!Escalated the issue to the general manager and was told something completely different. Apparently, the tire warranty is displayed on the sticker price and its usually a lot less than what the manufacturer covers. But they sell you the tire as if it was a brand new tire when you're driving the car of the lot.None of this makes any sense! I have purchased and leased vehicles for the past 20 years and have never run into this issue. Spoke to my sales advisor and was told that the dealer simply does not want to honor the warranty, since they want to make money. I had to purchase a tire for $400, when I'm paying for a warranty for the next 3 years. This will be my first and last time dealing with Lexus. Customers should not be sold warranty's under false pretenses. This should be illegal.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On October 25, 2023, I made a refundable deposit of $1000.00 on a vehicle that I was purchasing online from Lexus of North Miami to Lexus of North Miami via my credit card. I have been calling and emailing and calling the company as they sent me the wrong key fob and to date has not refunded the $1000.00.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 10/29/23, I took my daughter ********************* to Lexus of North Miami to buy a ****** Corolla 2021. She took the car at 10:00 pm. Next day, I noticed the car has mold and mildew like stains throughout the seats. Inside the trunk by the spare tire there is calcium build up all around the trunk, which shows clear evidence of a water flooded car. I brought the car back the same day. The proof of mold and mildew like stains was undeniable, the calcium builds up was so severe that it was brought to the attention of ****, one of the Manager. She told us and I quote:" We can't take the car from you now because it's too late,the personal that should take care of that had already left, we will investigate the problem,if this is something that can be fixed **************, if you are not satisfied after we fix it, you do not have to keep the car"When I brought the car back the next day, I spoke to ****, the problem was so severe that he started the process of selling me another car immediately. On 11/02/23 **** called to tell me that the car is cleaned, I need to pick it up. But, he refused to provide me the result of the Mold, mildew and calcium build up investigations that he and **** had promised to perform on the car. I told him that my daughter has asthma she can't drive a car that has mold and mildew. That's a death sentence for her. Since we refused to buy the overpriced car **** wants to sell us, he told me once the paper was signed the car was hers, whatever problem the car has is her problem. **** had given me 3 options: ****** my daughter accepts to buy the new overpriced car, or the moldy and water damaged car will be dropped at her house, then their lawers will go after her for the down payment of the car that wasn't finalized yet. Finally, mess up her credit if she does not pay the car. On 11/02/23, the car was dropped at my gate, blocking my driveway with no key. According to **** the car key was thrown over my front door, but ***** had never found it.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am writing in response to the credit inquiry documented on my credit report, which I am disputing. This inquiry is related to my visit to Lexus of North Miami on 10/15/2023. During that visit, I provided consent for the submission of my credit application solely for a *********** credit pre-qualification, with reference #*********. Our sole purpose was to explore financing options exclusively through ***********.To our disappointment, we later discovered that our credit report was used without our consent to seek credit from multiple banks, a course of action we did not authorize. This unauthorized utilization of our credit information has raised significant concerns for us and the potential to adversely impact our credit scores.It's important to highlight that we clearly communicated our preference to the sales agent at Lexus of North Miami, specifying that we wished to proceed exclusively with ***********. It is distressing to discover that our instructions were not honored, resulting in unauthorized credit inquiries.Given these circumstances, we kindly request the following actions:1. An investigation into the unauthorized credit inquiry associated with our visit to Lexus of North Miami on 10/15/2023.2. The removal of this inquiry from my credit report due to the lack of proper authorization.[ Santander, Space ******************* *************** **** of America, JPMCB Auto *************************** Services 3. Confirmation of the removal of the unauthorized inquiry upon completion of the investigation.Our goal is to ensure that our credit report accurately reflects our true credit history and that unauthorized inquiries do not adversely affect our financial standing.Thank you for your attention to this matter.

• Initial Complaint

  06/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 03/11/23 i went ahead and signed a lease agreement with Lexus for a 2023 NX 250, the vehicle was delivered 2 weeks later as agreed. When the vehicle was handed to me they only had one key and i was assure they will be sending me a second key eventually . Is been more than 3 months and still have no second key to the vehicle which is becoming an inconvenient for me. I have attempted to contact Lexus of North Miami and i was told they will solve the problem and once again nothing, when i attempted to call again i left a voicemail and no one has call me back, they seem to be avoiding solving the issue. I will like to get the spare key as soon as possible.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I leased a vehicle at Lexus of North Miami with a business client. At the end of lease you get forced to go to the dealership where they upsell you on certification if you want to buy your lease. They market it as a god deal. BUT 5 months ago I bought brand new Michelin tires at Lexus of pines (also owned by same group) they upsold me great tires with a smooth ride and they are the same that came with the car I gladly paid the big bill. fast forward to certification time. Lexus of North Miami stole my new michelins that they upsold me a bit ago and they installed garbage Korean substandard tires with a horrible ride the car drove perfect and now it is rough and pulls. They messed up our perfect car. No manager will talk to us they all point fingers. The gm doesn't take calls trying since Monday and nobody cares. they promised us a key and they had the car for a week but they want us to to come back for a 6 hour process next wed at 2 pm for a key to be made. I am a disabled police officer we have no way to keep going back and forth and the tire fraud is egregious. The entire Lexus certification process at this dealership is in my opinion fraud. There is supposed to be a hundred plus point check and lots of other stuff but none of this was done and the documentation they gave us showed only 4 items done. So stolen tires, waiting time getting ripped off being ignored and being told " you got a god deal ". This is not a good way to do business in fact its evil thanks

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 2022 I bought my lease. *********************** was my finance manager. He added a service warranty which I never asked or needed. I've gone multiple times to the dealership trying to remove the service warranty and each time ******* uses the same line that he will work on getting it removed. It has been 6 months and I cannot remove the service warranty. I called the service warranty, ***************** Services, and they cannot find my account. I'm not sure what service warranty ******* added to my account because the warranty company cannot locate the service warranty. All I want is to remove the service warranty from my auto loan. The removal should be retroactive as I have been trying to do this since February 2022.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In May of 2022 I purchased a car from this dealer. I traded in a car for which they offered ******** I paid ******** leaving a difference of ****** which should be returned to me. To date I have talked to my sales person, several receptionist whom have asked for a detailed explanation and *** in finance who referred me to *****, who has never answered one single phone call. No one has the decency to call or acknowledge my request but as it is typical in these situations when it was time to buy everyone was cordial and receptive. I would like to know what else can be done for me to receive what is owed to me. And it goes without saying that I will never recommend Lexus to anyone in my family and friend circle.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a used car from Lexus of North Miami and after taking the car to be inspected I found the car had been in several accidents with multiple body panels repainted and not aligned properly. This information was never disclosed to me and they sold me the car claiming it had a "clean history" without any prior accidents. If I had known this information it would have prevented me from purchasing the vehicle. I made a complaint about the dealership and the following day the sales manager ******************* called me directly screaming and making violent threats to "ruin my life" and "physically **** me down" if I did not remove negative reviews posted online. I filed a police report for simple assault. I felt my life was threatened as he has access to my home address and was screaming obscenities at me while making the threats. There was also a trade-in as part of the purchase and they have still not paid off the balance on my trade-in which is negatively affecting my credit.

*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. ↩