Complaints

• Initial Complaint

  01/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to express my profound dissatisfaction and to file a formal complaint against ***** ** ******* for their questionable and potentially unlawful business practices during my recent attempt to purchase a 2008 Lexus RX350. On my initial visit, I expressed interest in the vehicle, which was not yet available for sale. Aware of its maintenance history at Lexus of Wichita, I requested to see the service records to ensure it was maintained according to the owner's manual specifications. Despite assurances that the documentation was coming, it was never provided, and I was later informed that the vehicle had been sold to another party. This lack of transparency may violate consumer rights laws, which mandate clear and honest communication about products and services. Furthermore, I requested documentation justifying the sales price of $13,998, as my research indicated that the price might be above market value. Moreover, the required down payment due to the loan-to-value ratio being 158% further indicates that the vehicle was priced 58% over its retail value. This discrepancy between the advertised price and the bank's valuation could be seen as a deceptive practice, potentially violating fair lending laws. Throughout this process, the dealership's staff, particularly the last manager I interacted with, displayed unprofessional and rude behavior, further exacerbating the situation. Their unwillingness to engage in constructive dialogue and the constant backpedaling on their statements made the entire experience extremely frustrating and disheartening. I believe these practices not only violate ethical business standards but may also infringe upon consumer protection laws designed to prevent such deceptive and unfair practices. I urge a thorough investigation into these matters and appropriate actions to rectify the situation. I am hoping they can recitfy this sitation by writing the credit companies and removing the credit inquiry.

  Business response

  01/29/2024

  The vehicle being sold to another party is a direct result of the other party ready to move ahead with the vehicle prior to additional documentation. The service documents could not be produced due to the fact that the vehicle was still going through our reconditioning process at the time. The price which was placed on the vehicle was supported by the current market conditions of the industry and is not measured against what  bank values a vehicle. There are many vehicles that sell over 100% of the LTV. As far as it being a "deceptive practice, potentially violating fair lending laws" this is not the case as there is not a customer that is REQUIRED to purchase the vehicle at this price. It is an option for our guests to purchase a vehicle or not. Being that the customer applied for a loan on the vehicle we can not remove a credit inquiry due to the customer being denied or not wanting to put money down. After Mr. ******** decided not to purchase the vehicle we called another interested client who paid cash for the vehicle. Mr. ******** was given ample opportunity to complete the purchase.  I hope that this information will help rectify the situation 

• Initial Complaint

  07/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased a new vehicle in Feb ‘23. Paper work was smooth and no issues when picked up the car. Told plates should arrive in March and had until April on paper plates. As March ended and no registration/official plates, began to call and inquire. At first seem liked no big deal, but as expiration got closer and still received no response, no action began to get concerned. It’s now almost August and still nothing — lots of new excuses, but still nothing. Have had dozens of calls, texts, emails, and still no plates/registration.

  Business response

  08/04/2023

  Customer has been contacted and all documents have been sent to his local DMV. They're processing but behind. Customer is also being monetarily compensated for the inconvenience.  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased Lexus car on 2/25/2023. Loan paperwork included fees for service if title, registration, license and tags. They included these fees along with ******** sales tax in loan documents. Questioned salesperson about handling this ourselves since we were out of state and was told this was a set it they offered and they would handle everything. Gave us 60 day tags that have now expired and are 71 days out since date of purchase. Did you sign a contract?: Yes If yes, date the contract was signed: 2/25/2023 Did you have a verbal agreement?: No Product or service involved: Title, registration, license, tags and sales tax Amount paid: ******* Paid by: Loan Describe the first contact between you and the company: I went to the company's place of business Where did the transaction take place?: At the company's place of business How could this harm be remedied?: Refund Refund Amount/Service Requested: ******* plus all late fees incurred Have you contacted the company?: Yes Describe the result, or exp**** why you have not contacted the company: Yes, numerous times. Went to **DMV to turn in tax statement from an accident on another vehicle to reduce my tax burden; stated that no one from Lexus had filed any paperwork on my behalf. 1st time by phone approximately 1 month ago and spoke to Daniele in finance. She said there was a backlog on paperwork and it takes time and she’d look into it. Asked if I could get a refund of fees and do it myself so I could turn in the paperwork for tax statement (as described before). Again, she’d look into it. 4/14/23: received an email from Lexus of Wichita that they needed a copy of my personal property tax statement. Sent a copy that day back to them by email. 4/20/23: text to Lexus of Wichita asking if they knew when I would be receiving plates, title, etc since temp tags expiring soon. Response was working on DLR50 and would update me the next day. Never heard back from them. 4/25/23: I texted them to let them know the tags will expire next day and would I be receiving tags or new temp tags. Text back says David is out of office and they’d make sure he saw my message. Text 4/26/23 to Lexus still have not received tags or communication from your dealership. Tags expire today. Reply: “AGAIN” I have sent communication to title clerk to find out where they are on your paperwork. I have also made my GM aware just now of the situation. My reply was I have been told this before but never get a answer or explanation when this will be completed. If I get pulled over and fined for expired tags who pays for that? Their response is “we pay for it.” Next call to Lexus was 5/4/23 and had to call 6 times to get someone to answer. Salesperson answers phone; I ask to speak to GM and she wanted to know Why! Got the voicemail of Erick ****. Asked for a call back and still have not received one. On Friday 5/5/23 messaged Lexus of Wichita on ******** ********* and did not get a response.

  Customer response

  05/14/2023

  I received a call on 5/10/23 from Stacey at the title company only because they started processing today. The reason I was contacted by Stacey was because the insurance documents sent by Lexus of Wichita had lapsed. I renewed my insurance mid March. I knew there were going to be late filing fees and asked Stacey if she knew what they would total. She figured $** and informed me I  had already paid for late fees upfront when I purchased the vehicle.  I said this was ridiculous and I should not be charged anything because title company was not timely in filing. She said her company did not receive my paperwork until 4/28 from Lexus. This is two days after my tags expired. This is a week after being told by dealership they were contacting title company to see where they were at in the process. This is over a month after I called Lexus of Wichita to inquire about my tags and  was told title company had a backlog, so I inquired if I could get a refund to do this myself. It seems the whole staff is complicit in lying to customers. They knew this would not be filed in timely manner and had me pay upfront fees for their incompetence. This makes me suspicious about what creative accounting they used in all the fees charged at purchase.

  Business response

  05/15/2023

  Mr. *****

       This is the tracking number for your tags for your vehicle: ************. Please let us know of any late fees that you have incurred and rest assured that we will be happy to reimburse you. We will only need a receipt for said late fees. I do apologize for the delay and inconvenience this has caused you. 

  Customer response

  05/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: The late fees paid were $*****, see attachment sent in response to BBB on 5/18/23. Before I approve any settlement please address a new discrepancy I have discovered in the amount of sales tax paid by me for this service. As you can see the taxes paid at dealer  to the State of ******** totaled $*******, taxes actually paid to ******** department of revenue were $*******, other fees were $***** for a total of  $******* for a difference of $******. Other fees were paid for this service separately, so please explain this difference and why I should not receive $** for late fees and $****** for a total of $******.
  
  Sincerely,
  
  Robert *****

  Business response

  06/07/2023

  This customer has been contacted directly and has been followed up with regularly since finding out about his 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. ↩