Complaints

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Additional charges were added to my loan via Mcgrath Westmont Lexus 3/20/2023 their financial team that did not align what was agreed with the salesman and myself who was also unaware of this until i went back to try to sell it back to them 8/31/2023. First they sent me an email stating they would pay highest price for my existing car and then when I brought that car in for maintenance where I was approached by the sale manager to where he explained he could lower my monthly cost and save on gas with the new 2023 UX250h, after we agreed to the terms I entered the financial department. First they did bait and switch in which I had to bring back the original car I thought I purchased and in which they switched out and quickly put together the new financial agreement. I never received the original copy of the contract until I received the first payment statement on May 4 2023 and noticed that they had over charged me and added additional items. The interest rate the sales manager and I agreed to plus the price of the car did not align. First I went back to the dealership and inquired if they would buy the vehicle in which they refused and only if I decided on a trade in. Next I contacted the Lexus corporate about this matter on 9/2/2023 since I feel they take advantage of retired 66 year old disabled veteran by adding(sneaking) in additional costs. Lexus corporate validated the additional items added in the price but stated there was nothing they could do since the dealership is just an affiliate and they could arrange a surrender of the vehicle. At this point I will have to claim hardship and will have them take the auto back since I cannot afford the monthly payment on a SSDI income. I honestly feel there are many others that have been victim to their illegal practices and now my credit is ruined.BEWARE OF THIS DEALERSHIPS FINANCE DEPARTMENT

  

  Business response

  12/12/2023

  I've investigated the facts with this complaint,  what I've found is that the customer has claimed to have fallen on some hard times financially, so he brought the vehicle into the dealership to sell to us in which he was surprised by the fact that there is negative equity after purchasing the vehicle within a couple months of his purchase.  He asked us to buy it back for the full payoff, in which we did not agree.  Therefore, he's creating false acquisitions to try and get us to unwind the deal.  
   
  Please see the attached agreements with the correct VIN# and agreed upon numbers, all signed by the customer willingly.  I find no wrongdoing by McGrath Lexus in this transaction in any way. Therefore, we will not be taking the car back as the customer has requested.
   
  I've also discovered that the vehicle was repossessed by Lexus Financial due to ******************** not keeping his end of the Retail Installment Contracts obligations.  
   
  Please let me know if there are any further questions in this matter.

  Customer response

  12/12/2023

   
  Complaint: 20900989
  
  I am rejecting this response because:
  

  1) i was coerced into trading in my car to reduce my monthly cost(that did not turn out to be the case).

  2) after getting the car home I was called to bring it back since they told me it was the wrong car they sold me(Bait and switch) which then lead to the finance department to execute their Yo-Yo financing practices for the different car, 

  3) now adding Additional charges for different car, adding "Tie protection" "residual cost for the alleged under value of traded vehicle and now with a higher APR percentage, all items myself the sales team DID NOT AGREE to.

  4) )The car was not repro'd it was voluntarily surrendered via the advise of Lexus corporate ****************** after they reviewed my contract and since I now ended up paying more per month.

  It also came to my attentional that this illegal business practice is wide spread

  "Toyota Fined $60 Million for Allegedly Deceptive Practices".... MSN

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

  

  Business response

  12/13/2023

  Please see the attached documents, as they clearly showing the facts.   ******************* agreed and signed for the exact vehicle that he took delivery of, with the options he choose to accept and without the options that he choose to decline.   Then he choose to default on his agreement with Lexus Financial and go into repossession.   At this point ******************* may have cold feet and regrets about his purchasing decisions with the vehicle he purchased from us, but we find no fault of any lack of integrity or full disclosure just as the attached documents prove as fact.   

  Thank you, McGrath Lexus

  Customer response

  12/14/2023

   
  Complaint: 20900989
  
  I am rejecting this response because:
  

  As i stated previously everything I stated was the truth and I'm not sure how these folks sleep at night taking advantage of Loyal unsuspecting truth worthy customers I will never purchase another vehicle from these heartless folks again.

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

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified Lexus is November of 2021. For almost 6 months this vehicle was only driven 5 times on very short trips. My family owns 2 other vehicles so I did not have to drive often at all. Starting in the middle in June of this year, I started a new job and started driving the vehicle. Within 4 weeks, the service light came on and I made an appointment thinking that I just needed to get the oil changed. When I went to pick my vehicle up, I was told I needed front and back breaks, wheel alignment and one of my tires would need to be replaced soon. Being I hadn't driven this vehicle often at all, I didn't understand why I would need all of these repairs so soon. I voiced my complaints to the service guy and was referred to the Certified sales manager. It has been a week and I have called 4 times and have not received a callback as of yet. At the same time, I continue to receive emails about these repairs that need to be done. At this point, I feel like I was sold a vehicle that needed this repairs from the start. This is absolutely poor customer service. I am sadden and very disappointed because I have brought a vehicle from this dealer before and the business has always been my go to for any type of service.

  

  Business response

  07/20/2022

  We have spoke with the customer and are taking care of her front and rear brakes on Tuesday the 26th

*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. ↩