Complaints

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.

• Initial Complaint

  Date:05/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 bought a 2025 Lexus RZ 300e last week on April 22nd. I had gone there a day before to test drive the vehicle then planned on coming back the next day with my dad to buy the car. The salesman asked whether we wanted an Appearance Package that had some sort of coating on the outside and 5 year warranty on the inside of the vehicle for an extra about $1,600. I told him that I would talk to my dad about it to see if it's worth doing. Never did I say yes nor did I sign anything for the dealer to do it. The next day, the day we bought the car, the salesman informed us that he had already performed the ************************** as well as a vehicle theft protection system. My father and I asked him why this is not included in the **** and he said that it is dealership installed. But in the paperwork he gave to us in a hard drive says both of these things are optional. But he was telling us that it wasn't and we had to pay for it. I didn't want to argue with him because I knew my dad would make it a big deal which now I look back, it should have been. I feel like we were not taken care of properly and instead we were tricked. Buying a car, especially from a Lexus dealership, should be an enjoyable experience. But now we are thinking whether we even made the right decision buying the car. We have already talked to the manager of the dealership and they said there is nothing they can do about it. I have called corporate Lexus and they wanted to me to talk to the manager again but now the manager isn't responding to my calls. What I am asking for is the theft security system to be taken off the car and the Appearance package which for both we were lied to about them being required to purchase and not optional.

  Business Response

  Date: 05/15/2025

  Hello,

  Thank you for bringing this to my attention. I am looking into your situation.  I will respond as soon as I ca with the hope of finding a resolution we are both happy with.  

  Sincerely,

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

  General Manager

  Lexus of Sacramento

  Customer Answer

  Date: 05/16/2025

  Okay. 

  Business Response

  Date: 06/05/2025

  Hello,

  Upon reviewing the details of your transaction, the products were already installed at the time you purchased the vehicle.  We install them as part of our normal process when a Lexus arrives at our dealership.  By no means do we intend to trick people into buying them.  They are disclosed many times throughout the purchase process.  That being said, in the interest of customer satisfaction, we can disable the security system and refund the Appearance package.  By doing so you will forfeit any benefits associated with the products.  Please let me know how you would like to proceed.  

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:05/07/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Dealer sold me a car without temporary license plate and are telling me California doesnt allow temporary license for out of state buyers which I confirmed isnt true by calling the ***

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On March 1st, I brought my GX550 in, I spoke with ***** and ****, they were amazing hands down they are really good at their job. I was really disheartened when I found out that my antenna cap either flew off or a tree branch fell on it. After taking it through the service advisor, they stated that my car had some sort of foul play and they didn't want to cover it under warranty. I had a talk with the service advisor about the winds and his personal car too. Couple days went by, the service advisor told me that there was foul play, apparently there was a ding on the vehicle. I was frustrated because when I drove the vehicle I didn't hear or see anything. I checked my cameras to see if there was a tree branch that fell or anything, and I also looked at the top of my car to see if there are any dings (This was after they told me that it was foul play, but I took it to an authorized Lexus repairman, and he said that it was manufacturer issue) I even took the vehicle to a different dealership and they told me the same thing. I came by and asked for the service manager just to have a conversation and they told me that the manager had a 2 hour meeting and they didn't seem like they wanted to talk to me. I have many Lexus vehicles with different dealers but none of them would treat us like this, and its very sad.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Lexus LS460L in for service Fri, 9/20. We were sent a diagnostic estimate of $450, it noted ******************* with NO costs provided:-Door Handle opening mechanism -Water Pump Replacement leaking even though no coolant was leaking out -Tire Pressure Control Sensor left rear tire pressure monitor sensor dead We approved $450.00 for diagnostics and were under the impression final costs would be provided once assessed. There was no communication around costs. We believed we were in line with the approved $450.Went to pickup car on Sat, 9/28, the invoice was over $4200.00. I was told to come back when ***** was in.***** called **** ******** on Mo, 9/30, to negotiate pricing. My father unknowingly agreed to $3,530.76 w/o understanding the charges. I went to pickup the vehicle later 9/30, I vocalized I was not aligned with the conversation. I showed the approved estimate of $450.We were happy to pay for work we agreed to have done, but had pricing been disclosed upfront, we would have not agreed to the work. The dealership says they disclosed costs. I have proof their approval platform states NO costs. The technicians **** **** and ***** ******* verified only $450 showed on my end. I asked to speak to a manager, Service Director **** ********. **** refused to let me speak on the car I am legally on. He refused to release the car unless I paid $3,530.76. I had no choice but to pay it.I noticed they retroactively updated their platform with pricing they said we approved. We are requesting a refund for the tire pressure sensors:We did not approve the replacement of 5 sensors as it was only disclosed that they would repair the one. We agree to pay for 1 sensor replacement. Total cost should be 1/5 of $1,514.20, so we request a refund of $1,211.36, and agree to pay $302.84. I noted to ****** ***** and **** we would have had the tire company replace the sensor for a fraction of the cost had we known they were planning to replace them all.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  This dealer sells on **** under Norcal_Lexus. On 12/5/2023 I purchased an aftermarket car amplifier (probably pulled out of a trade in) for $160.88 that stated it was tested and working. I received it 12/8/2023. With life being very busy, I finally got a chance to install it 4/4/2024. I am a professional car audio installer with over 25 years of experience. The amplifier turned on but has a continuous clicking noise out of one channel, the other channels are noisy and theres no output from the sub channel. I wrote to seller explaining and their response was "sorry" can't help.very poor customer service.I should receive at least a partial refund, if not a full refund.

• Initial Complaint

  Date:03/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 concerned my car was never thoroughly inspected prior to me purchasing the vehicle.The previous owner had paperwork still in the car and showed he was leasing the vehicle. I feel like I was sold a car that had problems and I have been left to deal with them. This vehicle was pulled from the back lot and was not even in the used car area for sale. The salesman stated he knew some used car manager and a car all of sudden became available. Heres the issues with the car: the very back row seats are not closing all the way - after closing vehicle it states check back seat .. reported other visits never fixed I lock the car at night by pushing the door handle & using my key fob and when I check car in the AM all doors are unlocked, this even shows on the Lexus app. This caused my car to be rummaged through by a thief. Car continued to unlock itself the navigation screen tends to go fuzzy and has lines like its going out - just like an old television in the Am after heating car and sometimes in afternoon the car will accelerate really fast on its own the seats come with cooling in the front and they dont really cool in the warmer months * Trunk does not open by using your foot as was previously working intermittently * dashboard lights up like a Xmas tree for 6-7 minutes then shuts off. I am starting to think this car is a lemon and has had way to many problems especially for a 2020. I dont feel safe in the car when the doors continue to unlock and accelerate by itself. I have mentioned this to my past agents and nothing has been done. I have since brought the car to the dealership twice and upon receiving my car back there are still issues now with unlocking/ accelerating by itself and now the dashboard has a bunch of blinking lights that come on and they go off after 6-7 minutes. The technician made it seem like there are not many issues that could not be found. Basically making it seem like these things are not happening when they are.