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Business Profile

New Car Dealers

Lexus Carlsbad

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/30/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a used car from them a month ago solely on the **** warranty up to 100k miles . We were told multiple times that it was the **** warranty and we could use it anywhere for repair. I would have never of purchased the car with these miles if that wasnt the case . I dropped my car off at **** for some issues and was told there is no warranty . I called Lexus and spoke to manager who talked down to me and said it was a 3rd party warranty thru century. I had already called century to confirm my contract because that wasnt showing and they said I can only get work done at Lexus of Carlsbad . So there are 2 lies right there ! The manager didnt seem to care what I was told by their sales team and basically was no help . I want a refund for the extended warranty I also purchased and was lied to about where work could be done and the ease of getting said work . All a lie

    Business Response

    Date: 06/02/2025

    Hello *****,

    Thank you for reaching out, I am really sorry to hear that you're unhappy with the warranty. I completely understand how frustrating this can be. I'd love to help make this right.

    My understanding from that last that I was informed, is that your husband spoke with ******** directly and there may have been some clarification on the warranty provided through Lexus Carlsbad. If this is not the case, I will make sure to explore the best possible resolution for you. We really do care about your guest experience and want to ensure that you are left feeling valued and cared for.

    Regards,

    Lori 

    Customer Relations Director

    Customer Answer

    Date: 06/02/2025

    yes I did have him call my husband because he kept saying we must have misunderstood what they told us about the warranty , there is no misunderstanding when my husband works as a ford mechanic and wanted to make absolutely sure the warranty was a **** warranty before we purchased and we were told it was . We would have never have purchased the car with the miles it had on it if we knew otherwise . 3rd party warranties pick and choose what work they will cover . We also cant do the work at any other dealership reguardless of what we were told. I feel lied to , dismissed and pushed off . This is fraudulent misinformation and its not ok. My husband was not ok with the response . I feel that your business should cover the cost of a **** warranty

    Business Response

    Date: 06/03/2025

    Hi *****,

    Thank you for sharing this information with me. Communication is key I am going to look into your concerns further and will get back to you as soon as I have more information. I so appreciate your patience and look forward to following up with you.

    Regards,

    ****

  • Initial Complaint

    Date:02/20/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing a complaint against Lexus ****************** and ****** Motor ****************** for misrepresentation in a business auto lease, which resulted in financial hardship and unnecessary refinancing costs.I applied for and was approved for a 2-year business lease under my LLC with Lexus ******************.After taking possession of the vehicle, I was informed that the lease was not structured as a business lease, forcing me to refinance under my personal credit.When that became unsustainable, I was forced to refinance again under my wifes name, leading to financial strain, unnecessary fees, and credit complications.The lease has now been terminated, but I am still dealing with financial harm caused by Lexus/******s misrepresentation.Resolution Sought:I am requesting one of the following resolutions:? Full reimbursement of all financial damages, including lease payments, refinancing costs, and credit harm.? Vehicle return, with Lexus/****** paying off the remaining balance to ****************************, releasing me and my wife from any further financial obligation.Lexus and ****** engaged in misleading and deceptive leasing practices, causing financial harm. I urge the BBB to hold them accountable for their actions and ensure they resolve this matter fairly.

    Business Response

    Date: 03/03/2025

    Good Afternoon,

    I didn't want any more time to pass without responding to the guest's complaint. I would be happy to look into this further to assist the guest of something that Lexus Carlsbad did to create the concern. After reading the guest complaint, it states that the guest is filing a complaint against Lexus Financial and ****** Motor ******************. I am with Lexus Carlsbad, the Car Dealership. 

    Please pass along to the guest that I will happily look into his concerns and complaint from our side. We are not the actual lender; I will find out how approval could take place and then Lexus Financial can change the structure. I look forward to hearing back from you, as we definitely want to take care of our guests.

    ***** ***** is not with Lexus Carlsbad any longer. I would be the contact moving forward for both Lexus Escondido and Lexus Carlsbad.

    Regards,

    **** *****

    Customer Relations Director

    *****************************************************************************

    *************

  • Initial Complaint

    Date:11/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I took my car in for an oil change on Thursday Nov 14. I was told that they would not have my car done until Friday. I went out of town and work full time so I returned my car Monday 11/18.When I returned my loaner car they informed me that they accidentally overcharged me $355 for a $264 charge. She had to credit me back the $355 and then recharge my account $264. The Refund never posted so I was charged $620. I had to dispute the charge with the bank after trying to settle it only to find out that they could not figure it out on their end.Tuesday I then began noticing a Thud noise while driving my car. It was so noticeable that I called to bring it back in. They told me that they couldn't take it back until Thursday 11/21. That same day 11/19 I received a text stating that If I wanted to avoid a $99 loaner fee that I need to return the car on 11/19, to which I responded the car was returned on 11/18?!!! Today I caught that they charged my card $99 on 11/19, when I didn't even have possession of the loaner car. They have yet to fix my car and I am disputing all of the above charges with my credit institutions.

  • Initial Complaint

    Date:07/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I would like to report price gouging and taking advantage of the consumer. My cars idol has been running rough for years intermittently. They could never figure out the problem until an error code came up. They wanted to charge me over $14,800.00 to fix it. My husband replaced the spark plugs and the issue was solved. How can they justify pulling out my engine just to look at it?They should have started with the simplest problem first such as the spark plugs. I will never do business with Lexus again. I hope the BBB can do something about this attempted robbery. Sincerely,*************************************

  • Initial Complaint

    Date:02/14/2023

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I sold my TESLA model S to Lexus for 34k on 1/14/23. They were supposed to pay off the remaining loan and mail a check for $3,950.27. The loan had been paid off. The title was transferred to Lexus and they even sold the car to a 3rd party on 1/17/23. I keep emailing to see when I will receive the final check and there has been no response. Im looking to just get them to send me the remaining money owed per the agreement we signed 1/14/23.

  • Initial Complaint

    Date:09/11/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a used Lexus from them whose CarFax report was pristine. The body looked amazing with no visible damage. When I washed the car for the first time the wax or whatever coating they put on the car to obscure the damage washed off. When I notified the dealer they said they will discuss with the company that dies the pre-sale painting, then agreed to have the damage repaired. When I received the car back after the damage repair, it actually looks much worse. They didnt match the paint on the touch-*** and the scratches and damage are still obvious. The customer service manager was to have reached back out to me, but never has. They refuse to paint the front bumper 5where the majority of the damage is).

Lexus Carlsbad is NOT a BBB Accredited Business.

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