Complaints

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see attached When taking in my car to get work done, both visits incured repairs that I did not authorize nor did I receive a call about authorizing. I did not challenge the bill because I did not understand it and felt threatened by the service technician. Now over a month later they send me another service repair sheet for repairs that I am not even seeing. After talking to my neighbors who repair vehicles there is a question on whether parts were even replaced on my car and I was charged for work not even performed.

  Business response

  01/30/2024

  Regarding complaint #********. The client had authorized all repair and as such all authorized repairs were performed by our service department.  The second repair sheet was sent after our service director and advisor went to client's house to clean mess in garage client stated was our fault. The vehicle had developed a new leak from the valve cover as well as steering rack and an estimate for repair was sent to client. We have given a 20% discount due to the high cost of repair and the client agreed to any repairs done. I have personally reached out and spoken with client and concerns on two separate occasions. Even suggesting due to the age of the vehicle some of these repairs would be far less expensive at other smaller shops. By no means were we suggesting she was not welcome at our store, it was simply a cost and saving for the services needed that could have been done for far less cost to client.  All receipts attached have part numbers that were installed or used as well as cost of parts and labor fully disclosed to and agreed with client before work was performed.  Please let me know if there is anything further we can help with. 
  
  
  **** ***** ******* ******* ****** ************* ***** *********************
  

  
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used 2020 Porsche Macan from this dealership. At the time I purchased I asked how much factory warranty was left and I was told there was no warranty left. I was then sold a $6800 warranty. I first received the warranty and it had terms that were different than agreed. I called the general sales mgr and he was very nice and admitted this was their mistake and said a new warranty would be sent. It never arrived. In the interim I took the car to the Porsche dealership for general service ( six weeks after the above call) and was told that at the time I purchased the car it had 22 months of factory warranty. I immediately called the sales mgr. I told him I never received the new warranty. He seemed surprised. I then shared that I felt I was misled in to buying the warranty due to being told there was no factory warranty left and I no longer wanted the warranty. The Sales Mgr told me that cancelling was no problem and that he would get the balling rolling. This was over three months ago and nothing has materialized. I’ve been told the money was sent when it wasn’t and today i still have no check for $6800. Better yet the General sales manager told me today that he is sorry but there is nothing else he can do. Nothing else he can do? I want my money back and rightfully want Lexus of Santa Fe to handle this immediately.

  Business response

  08/24/2023

  I have attached a copy of the cleared check for the full refund. I do agree the process took much longer than expected and understand her frustrations with the process. The refund is handled by our corporate office so there was a bit of confusion that also led to the delay in payment for cancellation. If there is anything else I can help with please let me know.

  Customer response

  08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ****

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am very dissatisfied with Lexus dealership and staff! I purchased a 2015 Jeep Cherokee, about 10 days later transmission was skipping gears. I took the Jeep back for service to look at and waited about a month to get a update. Lexus gave me a call back letting my wife and I know the Jeep needed a new transmission. I was placed into a rental car for about 2 months. Lexus found me a 2009 Honda Pilot to place me in. (Not my choosing). Lexus’s general Manager **** and I had spoken about no down payment due to just putting 6,200 2 months prior. Lexus drew up a lease which had fallen through with everything we had spoken about being the opposite. Lexus called my wife and I and let us know they drew up a new lease which was going to be “better for us”. ****** in the financial department had our lease ready to sign. Looking at the lease he upped the price on the Honda Pilot, they upped our monthly payment, he gave us less back on the Jeep that Lexus originally was supposed to buy back at “full price”. He added GAP & Enterprise Financial Group “EFG” MAP PLAN. When we questioned the lease and tried to decline the GAP AND 3RD PARTY WARRANTY ****** through it on the manager and said sign or take the Jeep back. Feeling forced my wife and I signed. Now 5 days after signing my Honda Pilot is in need of a new timing belt. I CALLED THE WARRANTY AND THEY DO NOT WANT TO COVER THE TIMING BELT, WARRANTY SAID CALL LEXUS, THEY SHOULD'VE HAD THAT DONE. LEXUS RESPONDED “NOT OUR PROBLEM. My wife called and left a voicemail for **** “general manager” hoping to get it peacefully resolved. I feel like it’s only right after only having the Pilot 5 day and within the Lemon law time period.

  Business response

  06/19/2023

  I believe we have resolved this customer concern, if I am incorrect please let me know. The date she submitted complaint looks like 5/22/2023 and I am quite positive we have spoken since then.
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2015 Ford Fusion on April 18th from Lexus of Santa Fe and I was told before purchase that it had 2 remotes and it only had one that is in bad shape, the BLIS lane safety system does not work and the power mirrors do not work properly either and to top it off the vehicle has a recall notice! None of this was mentioned to me, when I told one of the workers there about the missing remote, he said he will check with the previous owner to see if they have one, I have yet to hear back from him…

  Customer response

  05/11/2023

  This has been resolved. 

*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. ↩