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Business Profile

New Car Dealers

Lexus of Thousand Oaks

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Lexus of Thousand Oaks's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lexus of Thousand Oaks has 2 locations, listed below.

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    Customer Complaints Summary

    • 7 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:03/05/2025

      Type:Product 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 purchased a used ford f250 from them at the end of January. When making the purchase I noticed some issues with the vehicle which I was told would be resolved before purchase. Only to find out they would not stand up to their word and work on anything. After I signed the paperwork I was then told no you signed as is and we will not do anything we mentioned.

      After taking vehicle to a Ford Dealership I was advised that this vehicle has been submerged in water and is defective due to that. Now I have a vehicle I can’t use.

      Business Response

      Date: 03/07/2025

      I appreciate you taking the time to reach out regarding your experience with our ***us of Thousand Oaks dealership.

      First, I'd like to apologize for the lack of hospitality you have experienced. This is not who we are or who we strive to be.

      Two things I'd like to ask of you:

      1. What issues did you notice prior to purchasing the vehicle? What were you told would be resolved? Do you have any text messages, emails, or something on paper that shows that?

      2. Do you have a statement, pictures or proof of the claim that the vehicle has water damage and was submerged in water? When we acquired the vehicle, our technicians did not notice anything out of the ordinary during the reconditioning process. There is also nothing on the Carfax that would indicate the vehicle was submerged (insurance claims, total loss claims, etc.). I have attached a copy of the Carfax for your records.

      Our General Manager, Adam Chirchick has been trying to reach you at the phone number you provided, but he is unable to reach you.

      Adam or I look forward to hearing from you.

      Thank you.

      -A*** *******
      Customer Experience Manager
      ***us of Thousand Oaks
      Swickard Auto Group

      Business Response

      Date: 03/07/2025

      Hi team-

      I forgot to attach the Carfax. Can you also send this to the guest? Thank you!

      -A***

    • Initial Complaint

      Date:12/09/2024

      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.

      Complaint: 22651454



      I am rejecting this response because:

      We will bring the car in for repair of these multiple issues, and are working to compile a list of issues as they are ongoing. Once the repairs are complete, we will accept the response.



      Regards,



      M****** ********


























































      Business Response

      Date: 12/09/2024

      I appreciate you takin the time to reach out regarding your experience with Lexus of Thousand Oaks.

      I'd like to apologize for the lack of hospitality you experienced from our team. This is not who we are or who we strive to be.

      I have spoken with our Service Manager, Justin Shores, and he has spoken with you regarding your experience and setting up a time for you to bring your vehicle in for the recall.

      Please continue to work with Justin as I have confidence that he and his team will be able to complete the recall and provide a better experience for you.

      Thank you.

      -A*** *******
      Customer Experience Manager
      Lexus of Thousand Oaks
      Swickard Auto Group

      Business Response

      Date: 12/16/2024

      I appreciate you taking the time to reach out regarding your experience with Lexus of Thousand Oaks.

      I am sorry to hear about the issues you are experiencing with your new vehicle and the lack of hospitality you have experienced. This is not who we are or who we strive to be.

      I understand you have spoken with our Service Manager, Justin Shores, and we have the correct contact information, and you will be working with Justin directly going forward.

      Please continue to work with him and I have confidence he will be able to provide you an extraordinary experience.

      Thank you.

      -A*** *******
      Customer Experience Manager
      Lexus of Thousand Oaks
      Swickard Auto Group

    • Initial Complaint

      Date:08/27/2024

      Type:Order 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 bought a 2025 Lexus NX 250. When I was signing all the paperwork I was sold item I didn't want and wish to have the contract torn up and redo the contract and they said I couldn't.
      After taking a closer look at the contract I needed to do it with in next three days for no extra charge to me. They said I couldn't.
      My son and family went back to dealership to clear this all up and nothing happened and didn't take the charges off.

      Business Response

      Date: 08/30/2024

      I appreciate you taking the time to reach out regarding your experience at Lexus of Thousand Oaks.

      I am sorry to hear about your experience in the finance department in regard to the aftermarket product you were sold that you didn't want.

      This is not who we are, or we strive to be.

      I have spoken with our General Manager A*** ********* and he or one of our Sales Managers should have contact you to resolve your concerns.

      Thank you.

      -A*** *******
      Customer Experience Manager
      Lexus of Thousand Oaks
      Swickard Auto Group

    • Initial Complaint

      Date:06/07/2024

      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.
      Bought an extened warrentee and was told had to buy Permaplate. The car is a lemon and Toyota has agreed to buy back car but the extras must be refunded to date of purchase for full refund from dealed. Called half a dozen times over last 4 days and no one will help me. Messages to Finance department remain unanswered. Extended warr was 2290. plus permaplate was 735.

      Business Response

      Date: 06/08/2024

      I appreciate you taking the time to reach out regarding your experience with Lexus of Thousand Oaks.

      I am sorry to hear about your situation and I apologize for the lack of communication from our team.

      Our General Manager, A*** *********, has reached out to you to address your concerns.

      Thank you.

      -A*** *******
      Customer Experience Manager
      Swickard Auto Group

    • Initial Complaint

      Date:12/26/2023

      Type:Billing 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 had my car taken in for service. It was key for 6 days. Upon picking it up, the car was in super drive and had 400 miles added to odometer reading. I’ve called and asked for an explanation to no avail or response. I know the odometer because I had just switched the car title and drove it straight to the dealer. I want an explanation, investigation and to be paid for the use of my car for 6 days. I’d also like a letter to give to insurance explaining why I have so much mileage on the car so quickly.

    Lexus of Thousand Oaks is NOT a BBB Accredited Business.

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