Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I visited the store on Nov 16th, made the deal with the salesperson that a Lexus nx350h luxury trim, $3000 discount from ****. Regarding to the salesperson, t reason the final price was not fixed because we dont know which car I could get. I waited nearly two months for the car to arrive, and it finally came in early January. At the time of purchase, the salesperson used the price on the spec sheet that was shared with me to calculate the final price. The **** listed was $58,179, with a $3,000 reduction applied to determine my total.However, after getting home and reviewing the documents more closely, I noticed a discrepancy. The illuminated door *****, listed on the spec sheet with a value of $460, were not installed on the vehicle. Consequently, the **** on the actual window sticker was $57,719$460 less than what I was led to ********** no point during my visit was this discrepancy mentioned, nor was the window sticker shown to me for verification. When I contacted the dealership to address the issue, I requested either a $460 refund for the missing part or for the illuminated door ***** to be installed at no additional cost. Unfortunately, the manager strongly refused both requests.I feel misled by this experience, as I paid for an item I never received. I am seeking assistance in resolving this matter.

  Customer response

  02/06/2025

  Better Business Bureau:
  
  Thank you so much for your help. I got call from the salesperson mentioned that they agree to install the part WITHOUT extra charge. This resolution is satisfactory as I mentioned in the original complaint. 

  Default note: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

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

  
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a Lexus UX250h from Ray Catena Lexus in ************ on Mar 3, 2023. I was told that dealership will be taking care of registering car to ** and provided a temporary registration that expired on Apr 4, 2023. I have been calling them repeatedly to get status. Earlier they will take my number and promise to call back. But no one ever called. After Apr 10th, I received callback from my sales associate ***********************, saying that there was some change in their paperwork department and it was not filed and registration work never started. I have been trying to talk to manager who is apparently never available. Every time I call their office, only thing I hear is that its in process. I have no information as to the status of my registration application. I have received neither a tracking number to ensure the application has been submitted (despite several requests) or the paperwork to apply myself. I am currently unable to legally drive the vehicle.

  Business response

  04/27/2023

  GOOD AFTERNOON ALL, the client is completely correct, we as a company failed, at this moment we have delivered the client a loaner car and will have the plates and registration completed mid week next week. we have spoken to the client apologized profusely and will put a process in place to make certain we do not make the same mistake again.

   

  best ****************

  Customer response

  04/28/2023

  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.

  
  I have received loaner car. I am hoping plates/registration/title to be delivered once process is completed. 
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

*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. ↩