Complaints

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/15/24 I leased a new 2024 Lexus RX 500h from this dealership. At that time they supplied me with only one key stating there was a shortage for keys. They promised me the second key within 3 months. 3 months has passed. Today I went to the dealership to inquire about the second key. They said there was a shortage and that it would be an additional 3 months. They also said there was nothing they could do and that it was a Lexus "corporate" problem.Last year I had the same problem with a 2023 Lexus I purchased from this dealership. I waited over 6 months for a second key and the only reason the dealership supplied it then was because I complained and threatened them with filing a complaint to the BBB. When I did that, the second key was provided within a couple of days.I don't really care where the problem is. To me, the customer, ********************** is the "corporation". I want my issue fixed. I paid for two keys when I leased the car. I have documentation from this dealership that they owe the key to me. I also had a verbal commitment from them that it would only take 3 months to get it. That amount of time has passed. Since I experienced the same problem with a 2023 Lexus, I I know that the only way to get a second key is to lodge a complaint. I consider the customer service from ********************** to be far below acceptable.

  Business response

  07/03/2024

  At the time of delivery (March 2024), ******************** was advised by his Sales Consultant ************************* that he will receive a letter in the mail from Lexus Corporation within 3-6 months. That letter will notify ******************** his second key is available. There are approximately ******* Lexus RX vehicles impacted by this issue. On June 16, 2024, Lexus informed its dealers they are ahead of schedule and that impacted RX owners will receive their letter sometime in July. When ******************** receives his letter from Lexus in July, he may contact us to schedule an appointment to have his second key coded to his vehicle. 

  Customer response

  07/08/2024

   
  Complaint: 21899457
  
  I am rejecting this response because: 1. the expectation was set by Lexus of Naperville to receive the second key within 3 month - NOT 3-6 months. And  2. This is not a new condition.  As I stated in my complaint, the 2023 Lexus I bought previously from this dealer#hip a year before had the same issue and it took over 6 months to get a second key for that vehicle.  I was ASSURED that Lexus had greatly improved this situation.  That was a lie to get me to believe the delays of second keys had improved and to buy the newer vehicle.  Lexus, as a corporation, has not solved this issue and has inconvenienced its customers for well over 18 months and probably longer.  Lexus of Naperville lied to me and set false expectation for this issue.  Now they cannot ( or perhaps will not) live up to the expectations it has set.  
  
  Sincerely,
  
  *****************************

  Business response

  07/12/2024

  I investigated Mr. ********* statements and found them to be untrue. In addition, in his initial communication, ******************** included a document we provided him at the time of delivery regarding his second key. That document clearly states he is owed a second key with no specific time period promised.  ******************** acknowledged that document.

  
  As previously stated, Lexus informed its dealers on June 16, 2024, they are ahead of schedule with the second key process and that the approximately ******* impacted Lexus RX owners will receive their letter sometime in July. As of today, Lexus began sending letters to those RX owners and the second keys to their associated Lexus dealers. When we receive Mr. ********* second key from Lexus, I will personally contact him to schedule an appointment to have his second key coded to his vehicle. 

  Customer response

  07/17/2024

   
  Complaint: 21899457
  
  I am rejecting this response because this is just more dealer BS.  In this latest message the dealer says my previous statements were "untrue". So I lied about being told that the second key delivery times were  down to 3 mos., eh?  Well, there nothing quite like calling a long time customer a liar to keep their business.  And Lexus of Naperville "investigated" my claims?   Sure they did... How could they find out anything about what was said?  Who would admit to anything?  

  I WAS told the second key delivery time would be no more than 3 months.  Now more than 4 months has passed and I still have not received a second key.  

  As I stated previously in my complaint, this is not the first time I experienced this particular situation.   Many Lexus customers have not been provided a second new key at the time they bought their cars for well over 18 months, probably longer.  One would think that after this amount of time, Lexus could get things back on track.  They haven't.  It isn't a priority.  And this dealership has now resorted to lying to their customers and to the ********************** regarding their actions.  It's typical car dealership CYA.

  Unfortunately, Lexus of Naperville has sunk to the level of many other car dealerships.  They excelled in quality and customer service up until a couple of years ago.   ************** has changed.   The whole attitude of the dealership has changed.  The environment now experienced by the customer has changed - and not for the better.  Now, Lexus of Naperville does not care about their customers once the car is sold and they will tell customers anything to close the deal.  From now on, I'm taking my business elsewhere.

  Sincerely,
  
  *****************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am a ******** resident who purchased a vehicle from Lexus of Naperville on 09/02/2023. The dealership is supposed to mail the title to my home address within 6 weeks, however, it has been 7 months since my purchase and Lexus of Naperville has failed to provide the title to me. I have contacted the dealership many times, via email and phone, to inquire about the status of the title transfer and why its taking so long, but am continually told, their agency is working on it. The last two emails I sent to the dealerships title clerk have gone unanswered.I have purchased vehicles in IL before and always received the title in just a few weeks; 7+ months is simply unacceptable.

  Business response

  04/03/2024

  Dear BBB *******,

  As you can see on the attached title, the ***************** mis-spelled the lienholder "Lexus ********* Services" on November 16, 2023 (two and a half months after we submitted the paperwork). This is an unfortunate and time-consuming error made by the *****************. On December 26, 2023, the lienholder, Lexus ********* Services, rejected the title and return it to our dealership. Our Out-of-State Tile Clerk, *************************, promptly contacted the ***************** to review the error. No one there was able to assist her. After many attempts, the ***************** finally refused to make the necessary correction to the title. Therefore, ***** had to obtain authorization from Lexus ********* Services for an acceptable abbreviation of their name on the ******** title as the lienholder. Once received, ***** re-applied for a corrected title thru the *****************. When the ***************** corrects their error, they will mail the tile to **********************. ********************** is fully aware of all of this information. ***** has communicated this information to her. Again, it is an unfortunate and time-consuming error by the *****************. We have done everything in our power to resolve this matter. It is up to the ***************** to correct their error and mail the title to **********************. Since it took the ***************** 2 1/2 months to process the previous title, the corrected title should be arriving soon. Please advise me if you require any further information. I am happy to cooperate.

  Sincerely,

  *********************, General Manager, Lexus of Naperville

   

  Customer response

  04/08/2024

   
  Complaint: 21517714
  
  I am rejecting this response because:

  I appreciate your enthusiasm, however, the error is not on the ***********. The lien holders full name simply exceeded ********** character limit, and the inability to make direct contact with ** does not mean they, refused to make the necessary corrections. For future reference, ************ is the correct number to call. 

  Please provide the tracking number for the corrected title application ***** mailed to MO. I called the state this afternoon and was advised an application for a corrected title has not been received; corrections are only one week behind, so anything mailed in February would have been received and worked by now.

  If you are unable to provide tracking info for that application, please print and mail a new application for a corrected title, with the approved abbreviation from Lexus ********* Services, and provide the tracking info here once completed. 
  
  You may find the form here: ********************************

  We appreciate the state of ILs continued cooperation and dedication to resolving this issue.

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

*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. ↩