Complaints

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  after leasing a car from ******************** LLC back in 2019, i was given a contract to sign, after signing the contract, they decided to tell me that i need to give 1st month payment of the car, and several other fees (which now i know they were basically as you would call "junk fees") after giving them close to $2400 at signing, i drove off with the car, to get to the point, after picking up from a different state i lived in, the state that my car was in had no sales tax, thats besides that point, i never got my dealer plates, my registration stickers, nothing from them, every time i called, i was being put on hold. Long story short, as the lease was coming to an end in the beginning of 2023, i return the car to a Lexus dealership, when returning the i knew that the residual value on the car has increased a tremendous amount and asked the dealer how much would it be to buy out the car, 1 of the sales reps came out and scanned my vin code on the drive side door and seemed confused as then he starts telling me, "huh the vin is not showing up in our systems" he asks me to go inside and he will figure it out with hes supervisor, the supervisor than starts trying to search for the vin and still cannot find it in the system, then asks me for for my social security number (bc the car was under my name) and still cannot find it, so i ask tell him the dealership, so am i driving a stolen car? they reply no, its probabaly something in the system. (i relized exactly what had happened, im pretty sure the lessor, somehow found a loop hole to get my car off the system so they can buy it out themselves because the residual value of my car was about 25% over the actual value stated on the contract. because i was there for over 3 hours trying to figure out what to do with the car, they told me leave the car, come back tomorrow morning and we will figure it out, next day i come sales rep tells me car has been taken to the auction, hmm, 3 weeks later credit report has judgement.

  Business response

  07/24/2023

  Lexus of Route 10 is unable to identify Mr. ****** in our system.  Using our customer database, we are unable to locate Mr. ************* Additionally, none of our managers have had the interaction recently that Mr. ****** has described.  We believe that interaction took place at another dealership entirely.  The theory presented about removing a vehicle from Lexus' national database is not possible and cannot happen.  I will make myself available to communicate directly with Mr. ****** should he wish.  I can be reached directly at ************, or by email at **********************************

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new car, 2023 Lexus NX350, on 03/04/2023. When I picked up my car on the day, I noticed that they didn't give me a credit card key, from one of the optioned packages. I asked the salesman where the key was? He said this car didn't come with a credit card key. It turned out it did come with a credit card key after I checked with Lexus CustomerService. I then went back to the dealership the other day and the salesman gave it to me after all without any apology. Not to mention my salesman forgot to give me the owner's manuals, I had to ask for it.In **, the car doesn't need to go through emission inspection as long as the car is still within 5-years of manufacture date. In other words, my car was built in March, 2023 which means the dealership should give me an inspection sticker with the valid day till March, ****. However, they gave me 4-years which are valid till March, **** instead. Guess what, I noticedthe issue myself again and I had to go back to the dealership again. I talked to the front desk and the lady transferredme to a guy who takes care of it. He doubted me at first with a bad attitude, he then realizedit was their fault quickly but they didn't say any apology word to me.Very bad experience at Lexus of Route 10

  Business response

  04/01/2023

  We certainly understand ************** frustration regarding these concerns and at no time did we intentionally cause any inconvenience regarding these matters.  I personally have offered to assist ********** with anything he may need moving forward during his ownership experience, and I will reach out personally to re-address these concerns.

*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. ↩