Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 23 2025 I took my Lexus IS300 f Sport for a windshield replacement to Mungenast Lexus of St Louis. The following day Jan 24 2025 when I went to pick it up, I noticed a damage on the chrome of the front bumper and immediately notified both the service advisor and service manager. Both stated that the damage happened during the test drive as the facility is well built to accommodate low profile vehicles. However, they said that the dealership is not liable for damages that happens during test drives, and that I will have to bear the cost of replacing the damaged part. I disagreed.The service manager then added that he would have to check his high definition cameras and give me a call later that day. He called on Jan 29 2025 saying that he was unable to view the front of the car, and then stated that it was a bit suspect of me to check the front bumper as if I knew the damage was already there. I then called the general manager and informed him of my issue, he said that he had already seen the photos and the damage was pre-existing as a result of rock chips which is common with low profile vehicles and for that reason the dealership is not going to bear any cost whatsoever.On the second issue, when I drove off after picking the vehicle from the dealership, I noticed a noise coming from the defrost vents as if something was stuck there. I mentioned this to the general manager and he told me to book an appointment with the service department to have it checked. But on the morning of Feb 3 when I was scheduled to drop off the vehicle, I received a call from Mungenast Lexus of St Louis service department telling me to take my vehicle to a different dealership because they have been advised not to accept it.

  

  Business response

  02/05/2025

  It is true that Mr. ******* brought his vehicle in to have the windshield replaced.  We did, in fact, drive his vehicle approximately half a mile to verify that the calibration for the sensors in the glass was functioning correctly.  Upon picking up his vehicle, he walked directly to the opposite side and looked underneath the front bumper.  This behavior was suspicious; it is unusual for someone to bypass the visible side and go directly to an area under the opposite side to "inspect the car for damage. In my 30-plus years of experience, it suggests that the damage was already present, as it was not in his line of sight. He then claimed that the rock chip in the bumper trim was caused by us.  At no point did we indicate that we were responsible for the chip. In fact, the entire front bumper is covered in rock chips. This is extremely common in low-profile vehicles, as the front sits low to the ground, and this is an eight-year-old vehicle with ****** miles.  There is no way that, within half a mile and at low speeds, the bumper could have accumulated that many rock chips.
  Regarding the noise coming from the defrost vent, I want to clarify that at no point during the installation of a windshield do we work on the vehicle's heating system. Initially, I advised him to bring the vehicle back so we could examine the issue at no cost to him.  He agreed to schedule an appointment. However, since then, he has left negative reviews on various websites and contacted Lexus corporate, damaging our reputation for something we did not cause. We informed him that he is no longer welcome at our business, but he is free to have another Lexus dealer inspect the rattle.  They can then reach out to us.  If the issue is related to the windshield installation, we will consider covering the repair costs.
  As you can see from our records, we have been in business since 1989 and have maintained an A+ rating with the Better Business Bureau (BBB) since then. Our reputation in the community has always been excellent and continues to be so. If we are at fault, we always strive to make things right for our customers.  However, in this case, the issues are not related to us; therefore, we will not be replacing the chrome trim.
  *** *******

  Customer response

  02/08/2025

  Complaint: 22897794
  
  I have reviewed the business' response and am rejecting it because:
  The front of  a vehicle is the most likely part to be damaged as vehicles drive forward - there's therefore nothing suspicious about inspecting it. The dealership inspects vehicles for damage once customers delivers them for service, they also have cameras of which they can check and clarify any existing damages. The service manager is on record stating that the damage happened during test drive. I have attached photo evidence to show that apart from the damage caused by the dealership, there's no other damages to the front bumper. It is possible for something to fall into the defrost vents during windshield replacement. The review I left was my true experience and was requested by the dealership (screenshot attached), and should not determine whether the dealership will complete the work satisfactorily.
  
  
  Sincerely,
  
  ******* *******

  

  Business response

  02/10/2025

  We agree the front of the vehicle is the most likely part of a vehicle to be damaged when driving forward. Over 8 years of driving it the front has acquired several rock chips in the bumper including the chrome trim piece in question. At no point did the service manager or anyone from the dealership say, text or write that we damaged the vehicle.  If the customer has it on record, as he stated, and can share that with us we will revisit our decision..We do not disagree that he has rock chips however, the photos he shared do not prove that it happened while in our possession. 

  As we stated in our original response, he can take it to another Lexus dealership for inspection.  If the vent noise was caused by us we will discuss covering the cost to make the repairs to fix it.

  Please have the Lexus dealer contact us before making any repairs if you decide to take it somewhere.

  Customer response

  02/11/2025

  Complaint: 22897794
  
  I have reviewed the business' response and am rejecting it because: Mungenast Lexus of Saint Louis should by now have provided video evidence from their high definition cameras as a reliable way to verify if the dent on the chrome trim was pre-existing or not.

  Also, it is their responsibility to check and correct any error that occurred as a result of their workmanship. That is what should be expected of A+ rated business - ethical business practices.
  
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchase 2024 Lexus RX350 from Mungenast Lexus, ************* on 10 Nov 23. On the initial discussion the salesman offered me we discussed ****** for my car. As we continued to negotiate the price of the car, I offered less for the new car. We were expecting some discount on the list price of the new car, but he said he would not discount the list price. Knowing they would not come down on the list price, I told him I would make the purchase if he gave me ****** for my car. He said, "I CAN DO THAT" . With that my wife and I went ahead and agreed to buy the car.On 28 Nov, at home I was checking all the paperwork and found they had only allowed me ****** for my cart. The next day, 29 Nov , I visited the dealership to discuss this discrepancy. I started with salesman (since he is the one who made ****** agreement.) He told me there was nothing he could do and mentioned some issue with errors in his paperwork which really didn't contribute to the problem. I told him I was not happy and needed to see someone else. He handed me off to a *************************** ( not sure who he was but he was not the finance guy I saw when I bought the car. I told him I was unhappy because, I agreed to purchase the car on the ****** trade offer not the ****** on the buyers order. Basically he said, he had no proof, about the ****** offer since it was not on the buyers order. He could not do anything. He asked what I wanted I told him, " I needed they to honor the agreement my wife and I had with the sales person".My impression was he was not really interested in my issue, I asked him to push it up the chain, which he did, but the response was the same. No one ever directly asked the sales person ( in front of me) if he ever made the offer. All, during the process, the salesman would neither confirm or deny the ****** offer, but my wife and I clearly remember it. It was the REASON WE FOLLOWED THROUGH with the sale.

  

  Business response

  12/01/2023

  I have attached all the signed documentation showing that the customer was aware of the $11,000 trade allowance.  At no time did we agree to allow more than this for the trade.  As you can see by the *** attachment, trade in value on the vehicle was $11406 in good condition.  The vehicle required the front bumber to be repaired at a cost to us of $600.  We only deducted $406 from his trade value, which puts him ahead $194. The trade was not required to sell the customer our new vehicle, and the customer could have kept and sold his trade on his own.  As you can see they signed and were knowingly aware of the trade allowance we were giving them.  This is a legal binding contract that they willing agreed to and signed.  

  If the attachments did not come through please let me know and I can email them.

   

  Thank you

  Customer response

  12/02/2023

  There was a promise of *********************************************************************************************************************** as a reason for the initial ***** trade and is red *******. Only used to confuse the issue. The promise was made by the sales person, I have a witness. It was the final offer made that secured the deal. All this nebulous data about, I could have bought the car without a trade, very revealing. I bet No one knew you could by a car that way. I guess the did me a favor by accepting my trade. My trade is on the lot now for ****** dollars. Bottom line s deal for ********************************************************************** the transition to the finance office. Like the say YOU CAN NEVER TRUST A CAR SALESMAN even if they proudly expound   We are the only family local owned

  

  Business response

  12/05/2023

  What we ask for the vehicle is irrelevant to what the trade in value is.  There are cost associated with reconditioning a vehicle to make it ready for sale, and cost to sell it.  We are a for profit business this is how we stay open.    You were given a fair value for your trade based on market value using an industry respected third party company (***** Blue Book KBB).  The facts are that you signed multiple legal documents stating we were giving you $11,000 for your trade.  If you have something in writing and signed by us stating we were giving you $12,000 then by all means I would give you an additional $1000.  You had several chances to say something while you were signing several documents acknowledging the trade value was acceptable to you.  Like I said we are not required to take a vehicle on trade to sell you a new car.  We would not and will not pay more for a trade than it is worth.  We gave you exactly what we told you we would for your vehicle at the time of sale and gave you a fair price on your new car.      

  Customer response

  12/08/2023

  Complaint: 20939298
  I see that further conversation with you on this issue is futile.   I see that further conversation on my part if futile.  I disagree with you and  but understand your position. You were not  part of the the initial sales discussion with *******.   I will no longer pursue this BBB complaint but consider we still disagree and will send you the used license metal license plate frames that were put on my new Lexus.  I will contact BBB with this decision and you will no longer have to respond to my issue.  I was promised ****** trade and it was not transmitted through the system.  
  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have had this car for 4 months and it has been in an out of their shop for 3 months with various issues including the emergency brakes, transfer case and transmission issues and fuel injector sensors.  Every time I bring it to the shop and drive it home the check engine lights immediately come back on within a day.  The car has came to a screeching halt in the middle of the expressway and my wife no longer feels safe to drive the car.  I have only been able to drive the car for a month.  I have begged and pleaded with them to provide me another car of equal value and I would be willing to pay the difference in price.  I paid $50,000 for the car, $8000 down and made 4 payments of $1000 a month.  They told me they could only get me into another car if I paid them $10,000.  I should not have to lose all the money I have paid for a car I've only been able to drive for a month because of their failure to repair it.
  

  

  Business response

  06/01/2023

  Mr ***** did purchase a pre-owned 2022 Hyundai Genesis from us on 01/14/2023. At the time of purchase the vehicle had 8004 miles on it and is fully covered under the Hyundai manufacturers factory warranty.

  He did bring his car in to us for a check engine light on 03/06/23.  At that time the vehicle had already been driven 2100 miles with no issues since he purchased it (I believe he put around 4,000 on it now). Since the vehicle is still under the original Hyundai warranty and we are a Lexus dealer we can not perform factory warranty repairs.  We recommended Mr ***** take it to a Hyundai dealership to have the repairs fully taken care of without ANY cost to him.  After reviewing the CarFax history, today 6/01/23, I do not see where this vehicle has any reported repairs previous to this one. I do see where carfax reported an accident involving a hit object/ damage to undercarriage on 04/26/23. While we don't know the extent of that damage, it may be possible this could be part of  the cause of the current issues with the car. It is our understanding that the transmission failed which hangs low on the front of the vehicle. 

  We have attempted to speak with they Hyundai dealership on Mr ****** behalf but have not been able to get them to return our calls.  It is our understanding that Hyundai will make the repairs under warranty when the parts become available.  The auto industry like many others is faced with global parts shortage issues due to the pandemic. We are also being told that Hyundai has provided Mr ***** with a loaner vehicle while they wait for parts. 

  The average vehicle is made of around 30,000 parts. While manufacturers do not intend for them to fail, they are still pieces that can and will fail.  this is why the manufacturer places a warranty on their products.  Hyundai is not refusing to make the repairs, they are simply waiting for parts to become available.  In the meantime they are provided Mr ***** with a loaner vehicle at no charge to him.

  At the time we sold the vehicle there where no known to us issues before we owned it or before we sold it.. while its unfortunate that an issue has risen since his purchase, Hyundai has not refused to repair it. If we had sold the vehicle with issues, or Hyundai refused to repair it we would consider purchasing the vehicle back. If Mr ***** would like to trade the vehicle in after the repairs are made, we will give him a fair market trade in value for it.   With new vehicle availability improving world wide , used vehicle prices are dropping.  The value of his vehicle has dropped considerably, but the cost of a different pre-owned vehicle is also dropping. 

  If you look at our history, we have an incredible rating and very few complaints over the years.  This is a direct reflection of us doing the right thing and taking care of our customers.  With the facts above you can see that we did not sell a vehicle that had problems at the time and Hyundai is not refusing to make the repairs. Its unfortunate that the parts are on backorder, but that does not constitute us purchasing back a vehicle that will be repaired at no cost to him.  I am sure since he drove to us specifically to purchase this car, he will be happy with it once it is repaired.  

   

  Customer response

  06/08/2023

  Complaint: ********
  
  I am rejecting this response because: The accident was that I hit an object in the middle of the road and it scratched underneath the car. I didn't even do an insurance claim on it. Suntrup is refusing to drive the car to me because they don't feel safe driving the car, neither do my wife or I. I spoke to Elliot Silk this morning and told him I told I didn't feel safe driving the car, and he said they don't want drive the car to me but will bring it on a rollback. This indicates to me they don't feel safe either. The accident happened after I had a transmission put in and has nothing to do with any repairs to the vehicle that were done prior. 
  
  
  
  Sincerely,
  
  **** *****

  

  Business response

  06/21/2023

  As stated in the original response, the vehicle is still covered under the manufacturer warranty.  If a certified Hyundai dealer made the repairs I dont understand why anyone would feel unsafe driving it.  If the customer has concerns with the dealership performing the repairs, I would suggest taking it to another Hyundai dealership for a second opinion.

  If the customer would like to trade the vehicle in on a different vehicle we will work with him.  Since the vehicle did not have these issues when we sold it, and it is still covered under factory warranty, we will not refund the customer for the vehicle.

• Initial Complaint

  01/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased this car on 09-27-2022. I was told that I would received the title in the mail in a few weeks, then I could go to the Dept. of Motor Vehicles and transfer the title and pay the sales tax. A few weeks went by, near the end of October, and I received nothing. I called the dealership and talked with the lady who handles the titles. I also, went to the dealership and talked to her in person. I found out that when I was sold the car the dealership did not have the title from the auction. They had just received the title in late October and the letter of authenticity was dated wrong. It was dated 10-11-2022, which is 14 days after I bought the car. The title lady said that she was contacting the auction house and requesting a correct letter of authenticity. During this time the personalized plate arrived at DMV, but I was not able to pick it up until 01-11-2023. The wait went on from October. On November 14 I took a shot trip to Branson, Mo. On November 15 I received a call from the title lady at Lexus stating she had all of the correct paperwork and I needed to bring the car back to have it re-inspected for safety and emissions. I returned home on 11-17-22 and took the car to Lexus on 11-18-22 and had the inspections done. The guy from service gave me the two inspections, which is assumed were my copies. He confirmed they were. On 11-22-22, the title lady e-mailed me and called me. She said that I had the only copies of the inspections and she needed them or copies. I took photos and sent them to her, as well as faxed from the *** store. She later told me that all paperwork was turned in to DMV on 11-23-22. On December 9th, I received a postcard from DMV stating that since the sales tax was not paid, all my registrations would be suspended. I called the lady at Lexus and she paid them and I reimbursed Lexus on December 10th. Car should never been offer for sale without all correct paperwork available. The dealership created this problem not DMV. Title 01-11.

  

  Business response

  01/25/2023

  The customer has been contacted regarding the titaling issue.  Unfortunately the auction made a mistake on the title they sent with the vehicle.  The state of MO had to review the title application in order to issue a new MO title.  Due to Covid the state of MO was behind and this caused a delay in receiving the new title from the state.  This was out of our control.  We did pay all late fees, filled his tank with gas and gave him a key chain per his request. We do appoligize but this wa\s out of our control.

  Customer response

  01/25/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I never received a tank gas.
  
  Sincerely,
  ******* ****

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Before I purchased my 2015 Lexus ES350 I asked about the hood because it looked like paint issues in the picture to me and sales person told me nothing alarming that i know of. Every day it gets worse and now it doesn't even look like paint on there. I have had contact with the sales person and dealership but no one will resolve this issue. I'm not even able to resell my car because of the paint.

  

  Business response

  03/23/2022

  Left the customer a voice message at 11:30 am on 03/23/22.  We are waiting on a return call.

*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. ↩