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:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 recently purchased a 2015 ****** from Scanlon Lexus and my experience with their service department was utterly disappointing. After bringing the car in for service at a ****** dealership, numerous issues were discovered that should have been addressed prior to sale. When I contacted Scanlon to obtain the service records, they made it a hassle for us to retrieve them, indicating a lack of transparency.Upon speaking with ********, the ***************** Manager, he suggested bringing the car back to Scanlon to rectify the issues. Despite assurances, the dealership failed to deliver on their promises. When I followed up the next morning, I was informed that they couldn't replicate the issues, despite evidence to the contrary, including videos from the ****** dealership and personal observations.

  Business Response

  Date: 05/16/2024

  Having served the ******************** for almost 45 years we take a review like this seriously.  The safety of our customers is paramount and comes before making a sale. 100% of cars that we safety are put up in the air and inspected.  We send cars to auction that fail our safety inspections rather than attempt to retail them.  We did provide the following maintenance information that we performed on the purchased 9 year old 2015 ****** Versa with 74K miles: oil & filter change, new 12V battery installed, new front and rear wiper blades, new cabin AC filter, new engine air filter, and replaced the drive belt.  This vehicle was out of our complimentary powertrain warranty by time and miles, the customer did not purchase extended coverage offered at sale, yet we still offered to look into the maintenance items brought to us in an effort to assist.

  Business Response

  Date: 05/16/2024

  Having served the ******************** for almost 45 years we take a review like this seriously.  The safety of our customers is paramount and comes before making a sale. 100% of cars that we safety are put up in the air and inspected.  We send cars to auction that fail our safety inspections rather than attempt to retail them.  We did provide the following maintenance information that we performed on the purchased 9 year old 2015 ****** Versa with 74K miles: oil & filter change, new 12V battery installed, new front and rear wiper blades, new cabin AC filter, new engine air filter, and replaced the drive belt.  This vehicle was out of our complimentary powertrain warranty by time and miles, the customer did not purchase extended coverage offered at sale, yet we still offered to look into the maintenance items brought to us in an effort to assist.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21710006
  
  I am rejecting this response because: The message provided by the dealership mirrors the response to my ****** review and lacks any substantive resolution to the issues I have raised.

  
  ***** contacted us, asking us to take down the ****** review and dissolve the BBB complaint before inquiring how they could make things right. Despite a 20-minute phone conversation with *****, during which he repeatedly asked how they could make things right, no practical solutions were offered. He requested that I bring the car back for yet another review, despite it being in their possession less than 48 hours prior. When I questioned the purpose of another inspection given their inability to find any issues previously, ***** had no concrete response but continued to ask how they could rectify the situation.

  
  I suggested reimbursement for a transmission flush that should have been performed when the car was initially in their possession at ****** miles. *****'s response was to laugh at this suggestion, which I found to be highly unprofessional and dismissive of my concerns.

  
  Furthermore, the dealership's claim that they do not bring cars to auction that fail safety inspections contradicts statements made by multiple senior-level employees. They have informed me that, under Florida state law, a full safety inspection is not required to sell a car. Instead, they merely check the tire tread and ensure the vehicle drives in a straight line before listing it for sale. This lack of thorough inspection is unacceptable and raises serious concerns about the safety and reliability of vehicles sold by Scanlon Lexus.

  
  I am disappointed with the lack of accountability and the poor customer service I have experienced. I urge the dealership to take meaningful action to address these issues and provide a satisfactory resolution. Without this, I feel compelled to continue sharing my experience with other potential customers through all available channels.
  Sincerely,
  
  Sincerely,
  
  ****************

  Business Response

  Date: 05/24/2024

  The client acknowledged having an opportunity to drive the vehicle prior to sale and that they did not purchase any extended coverage or maintenance contract that would cover items after the sale.
  Client was offered to go on a test drive with a Manager if they brought the vehicle back, but demanded payment for transmission service they elected to do four months after the sale before bringing the unit back in.   We declined.
  We explained what a state safety inspection is, and what is required.   With almost 45 years of business here in **********, Scanlon Auto Group adheres to state guidelines on every vehicle we sell.  Maintenance items beyond state safety are not required, but we perform many maintenance items on units prior to sale so our clients have a great vehicle and our reputation for quality can be seen. This unit was fully inspected and reconditioned to our standards and sold with a 30 day or 1000 mile powertrain warranty where we would cover 50% of parts and 50% of labor to repair here at our store.   
  The client mentioned threat of legal action should the vehicle cause an accident because their employees drive the vehicle for work.  We believe that employees have been rough on this vehicle causing the wear seen on the vehicle since purchase. 
  We have fulfilled all aspects of the transaction, are confidant in the quality of vehicle inspection performed and are electing to not assist further.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21710006
  
  I am rejecting this response because: We requested a test drive with the ***************** Manager, who responded, "When you come in at 4:15 PM, I will hand you back your keys." I then asked if we were still going on the test drive, to which he sighed and reluctantly agreed. His unprofessional demeanor and apparent reluctance to conduct the test drive left me questioning the value of proceeding.

  
  Regarding the transmission payment, ***** asked how he could make things right and requested that we bring the car back in. We explained that this would disrupt our business as the car is already scheduled for the week. We asked him to clarify what would be done differently this time, considering the car had been in their possession less than 48 hours ago. I suggested that they reimburse us for the transmission flush we had ****** perform earlier in the week, as it should have been done before the car was sold. ***** said he would discuss this with the Manager and GM and follow up with me, but I have yet to hear back from him or anyone at the dealership. 

  
  Sincerely,
  
  ***** Tings

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Scanlon contacted me to have an inspection of my beautiful, perfect, **** white Lexus sedan. It was still under warranty so I asked them to pick up the car since I am elderly (95). Their driver picked up my car on/about July 6. (I have been stopping an atrial fibrillation drug and my dates may not be accurate due to ill health. I believe the driver brought the car back the next day.) I live in a retirement center and my car is kept in a parking garage with no car parked on the driver's side. I was confined to my bed for a few days after the car was returned. When I went to use it some few days later, lights on my dash board indicated that the driver's door was not totally closed. I only went a few blocks but when I returned I had the same problem. This happened again on another short trip and I assumed the dealer's employees had sprung the door when cleaning the car interior. I called Scanlon and their employee said "no problem I will send the driver out and we will fix it. " I think I called on July 14th and they picked it up on the 17th. I was in bed the whole weekend so didn't need the car. Supposedly they had ordered a piece to attach to the car and the door so it would close. I was to have it by 9AM on the 18th since I had a late AM appointment. When the car didn't come I called ****, a service employee. He said the car was damaged and he would send me a photo. The photo was astonishing. It showed that the car had been hit by something very hard - the damage was on the narrow panel where the driver's door met the back section of the car. The damage kept the door from closing entirely. It looked as if someone had the car door open and another car or something heavy had hit the door. I was more than shocked - It made me sick. I loved this car and knew asts my age it was my last. It was a real luxury to buy this car at my age and I made sure the car was always perfect. It was truly one of the joys of my life to have this beautiful car after a life of hard work. My life had been spent teaching school, going to law school at ******************************************************************* his 40s with Parkinsons (cared for him 30 years). I was the money earner of the family until I retired at 67. We started out with nothing and this car was a thrill for me. Scanlon disclaimed knowing anything about the damage. The door was to cost $4000. After friends called Scanlon to complain about Scanlon's attitude the dealership finally agreed to pay for the door. They continually implied however, that I had caused the damage. I got sicker and sicker and could not get out of bef. My blood pressure went over ************************ bed medicated. Scanlon said their shop videos showed no damage to my car in the shop. I told them that the driver who brought the car back to me the first time must have had an accident with the car. I still absolutely believe that. Finally, I had a friend call and tell them not to contact me anymore since after 2 earlier strokes I was endangering my health by dealing with them. But! The car door still had to be painted. Scanlon sent it to the body shop twice and supposedly got it back with a streak both times. Scanlon then supposedly painted it a third time. In any case the car door paint has a large portion of the door that is a very light grey not white. The car was all a pearlized white before the damage. Scanlon says they are done and wont do any more.! If I sell the car a buyer would see the paint problem and the value of the car would be reduced. I do hope you can help me without me having to deal with them personally. My son, ***********************, has taken over any contacts with Scanlon. His contact is *******************, the Parts and Service Manager.

  Business Response

  Date: 08/23/2023

  
  8 23 23
  At ******************* request, we are currently working with her son ***** to resolve his moms paint concerns. ***************** is currently not happy with what she feels are defects in her paint on the drivers door. According to her discussions with dealership personnel, there is yellowing on the bottom of her drivers door and a dark spot in the middle of the outer door panel. We have made an additional good will offer to allow *************** to obtain a second estimate to repair the vehicle to her standards, at a body shop of her choice.At that point, we are willing to consider reimbursing ***************** for those repairs if they are not exorbitant and if she agrees to sign off that she is 100% satisfied. As of last night, this offer has been declined via her son *****. **************** has been a pleasure to deal with and we are open to any and all discussions with him to find amicable resolution to this very unfortunate situation.

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20466755
  
  I am rejecting this response because I am unable to accept Scanlon's offer of resolution.  First of all, I am totally unable to interact with them - interacting with the Scanlon employees has cost me countless days in bed with my blood pressure soaring.near 200.  I have had to cancel appointments because I was unable to get out of bed.  As I mentioned before, I am 95, have had 2 strokes, have a pace-maker and cannot tolerate my physical reaction to what Scanlon has put me through by constantly disclaiming their responsibility for my beautiful car being damaged and by trying to lay that responsibility on me.  I find their actions to be humiliating and disgusting as well as morally and ethically wrong.  I cannot continue to endanger my health by interacting with Scanlon.  Shame on them!

  Now, on the positive side.  Unless something unexpected goes wrong with the repaired, driver's side door I am done with Scanlon!  I do not want their money for the door repainting nor will I sign or negotiate a release.  I just want nothing to do with them. - no interaction  I was told by ********************* or his subordinate, ****, from the Parts and ****************** that in order to fix the door it would have to be dismantled piece by piece.  (Each bolt, piece of leather, or any other part of the door would be removed and then put back  into a new door hull).  Since this process was done it seems to me it leaves the possibility of a problem with the door cropping up in the future. When reading the reviews on the Scanlon web site I vividly remember one review that said a Scanlon customer had had his car fixed at **********************  and that the car rattled ever afterward.  I have no problems now but I do realize a problem could arise with the door at some point.  In any case, their treatment of me throughout this whole episode makes it impossible for me to interact with them and I would never sign a release of any kind.  They may keep their  repainting money  - they have however lost their good reputation. 

  Note:  Since I bought the car new there may be an occasion to contact a Lexus dealer if something comes up that would concern my warranty.  If that occasion comes up I will have another family member or my attorney handle the matter.  

  Thanks to Better Business Bureau for your  worthwhile work.  *******************************
  
  
  *******************************

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We bought a certified used Lexus at this dealership on 9/19/2022. We brought the vehicle in for a scheduled service by appointment on Saturday January 7th 2023. We waited 2 hours 45 mins at the dealership. When they finished "servicing" the vehicle we looked it over to find that nothing was serviced. We contacted the Service Director when we returned home (2 hour drive roundtrip) and voiced our concerns. He checked the cameras in the service department and informed us that the vehicle sat in the shop and was never serviced at all. They offered to pick up the vehicle at our home and gave us a loaner on Friday January 13th 2023. They did not finish the service in a timely manner. It took 14 days! We were unable to make plans because every few days they said it would be ready which it never was. We received a call saying it was done (after many excuses) on Thursday January 26th 2023. We called them several times during the 2 week duration to see if it was ready and each time got an excuse as to why it wasn't ready. (The technician was out. Oh we got a new computer system etc.) Then they said it would be ready and then called back to say it wasn't ready just as we were getting ready to make the hour drive. We offered to drop off the loaner vehicle to them and on the way back to the dealership we got a chip in the windshield which was beyond our control. They want to make us pay for a new windshield after all of this! We will have our future service done at another Lexus dealer. We will be calling Corporate headquarters to make sure Lexus knows that they were charged for services not rendered,

  Business Response

  Date: 02/08/2023

  Thank you for reaching out to Scanlon Lexus. Please allow us this opportunity to respond to your comments. During your service on 1/7/23 the technician did not rotate the tires because all four tires measured the same tread depth of 7/32. We feel that the technician had the best intention, but ultimately should have rotated the tires. We have counseled with him accordingly we love training opportunities like this. Our offer to pick your vehicle up was intended to mitigate additional inconvenience on your behalf and we appreciate you letting us do so. Further, we appreciate your patience as we worked to make the vehicle right. While we worked on your vehicle, we provided you a complimentary 2023 Lexus GX 460 to use so you would not have to disrupt your plans. The windshield chip was unfortunate and out of your control and out of ours. However, any damages the vehicle incurs while on loan are the responsibility of the user. This applies to windshield damage just as it does flat tires, accidents, etc. We would like to reiterate that we did not and will not attempt to collect money from you for the repairs but advised you to contact your insurance company as they must replace damaged windshields free of charge under ******* state statute. Thank you again for your feedback. We take it seriously and use it to improve every day.

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