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Business Profile

New Car Dealers

Sheehy Lexus of Annapolis

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 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:02/25/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 brought my car to Sheehy Lexus of Annapolis due to issues with the backup camera. When I received the car back, a piece of the cupholder was missing. I contacted the advisor to inform him that the car wasnt properly reassembled after the repair. The advisor told me that whenever I was back in town, I should call them, and they would come pick up the car to fix the issue. However, after calling three different times to have the car picked up, they failed to follow through.I then took time off work to bring the car back to Sheehy Lexus to address the issue. After waiting two weeks for the repair, I called for an update, and the advisor told me I need to pick up the car. He also said that when the cupholder piece arrived, I should just fix it myself. I explained that I do not have the expertise to work on cars, and this is not something I can do. As of today, my car is still not fixed.This experience reflects poorly on Lexus, showcasing poor quality control, failure to honor promises, and an inability to properly complete repairs.

    Business Response

    Date: 02/25/2025

    We have tried reaching out to the client several times and he has failed to return our phone calls. We will not be refunding any money to this client.

    Customer Answer

    Date: 02/26/2025

     
    Complaint: 22984815

    I am rejecting this response because: I have returned the phone call and am in communication with the dealership, so this comment about not returning the call is confusing; I also have caller ID to verify this, available upon request.

    Sincerely,

    Odwayne ******

    Business Response

    Date: 03/04/2025

    Subsequent to our original response to this complaint, our service director spoke with the customer.  They came to a resolution during that conversation.  Per the customers request, they have scheduled for a member of our team to deliver the cupholder divider to the customer on March 13.

    Customer Answer

    Date: 03/04/2025

     
    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.

    Sincerely,

    Odwayne ******

  • Initial Complaint

    Date:02/03/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    First interaction was on 12/20. Originally came in for the car pulling to the right. *** ******, my service advisor stated it would be test driven and verified that the work is correct he then mentioned they go above and beyond for there clients. *** then recommended to do an alignment for ******, which I agreed to, the alignment was done and *** informed that the pull was no longer happening. I then paid the invoice and picked up the vehicle, not even ten feet driving the car was still pulling. I reached back out on 12/23, after the weekend but I had left a message that Saturday saying the vehicle was in fact still pulling. I then went on a test drive with the head diag tech *****, who verified there is a pull and that they will do a deep dive to see whats wrong. *** then called on January 6th, and advised that the control arm was bent and that it will need to be replaced and this will fix the pull. I agreed to the repair again, total for this repair was *******. Once the repair was done again I was told the car was test driven and the car is not pulling. I picked up the car and it was still pulling. I then contacted *** on 1/13 and told him the car was still pulling. We then went on a test drive, ***** and I, and he again verified its still pulling. I then replaced my front tire that was pulling the direction of the radial pull and it was still pulling. I then did another test drive and ***** said the other tire was the issue. I replaced that tire too. I informed *** 1/20 that is was still pulling and would need the diag tech to look, ***** then back tracked and said it was the crown of the road causing the issue. I then had a control car driven with him(same make and model of car) and the car did not perform the same. I pointed this out and ***** then said there is nothing more I can do for you. So in short I paid for an alignment, which missed the bent control arm, a control arm, and two new front tires and the pull is still happening when holding the wheel.

    Business Response

    Date: 02/03/2025

    Guest's vehicle was involved in a minor accident where something was run over in the road. ***** estimate provided for over $4k worth of repairs. Both passenger side wheels were replaced prior to us servicing the vehicle, and an alignment was requested from us by the guest. The alignment was set to the manufacturers specifications, but when the guest left, the vehicle was still showing the same steering symptom that it was brought in for. It was pulling to the right. After further diagnosis, it was determined that the passenger front lower control arm was slightly bent. This can cause the vehicle to drift/pull to one side, even if the alignment is in the correct adjustment window. Replaced passenger front lower control arm and test drove the vehicle. Symptoms are still present. Perform additional checkout and found the tires on the front axle to be worn unevenly. Cross-rotated tires and found the alignment issue followed the change of the tire positions. Recommended that the guest replace one tire as the next step in the process. Guest had the tire replaced elsewhere and returned the vehicle to have the alignment checked. Guest test drove with shop manager, and drove another known-good vehicle and experienced similar driving styles for both vehicles. Shop manager states that the alignment is accurate with not symptoms, guest disagrees. 

    I would be happy to test drive with the guest to see if anything can be done to adjust the specifications to his liking. 

    -**** ******. Service Director, Sheehy Lexus of Annapolis. 

    Customer Answer

    Date: 02/03/2025

     
    Complaint: 22881905

    I am rejecting this response because:

    we have done multiple test drives, the head diag tech has driven this car multiple times and all the sudden doesnt feel the pull/cant do anything further for me, he made this abundantly clear. The diag tech did not do an alignment test drive, holding the wheel straight in a lane on a straight road and seeing the drift to the right. He would take his hands off the wheel and then say its tracking. There was no data that backed his diag, I have data that backs ********** of the road is not an acceptable diag and isnt valid in modern cars. When I asked about the caster again ***** pushed back and said nothing he could do. When we test drove the control vehicle I pointed out numerous times during the drives how there was differences but ***** was saying things like I have been repairing vehicles for over 30 years and it feels fine. ***** mentioned if I am able to repair the vehicle and it drives straight then they would pay for the repair, but refused to put anything in writing and provide disclosures/stipulations.  I would like something in writing acknowledging this and provide clear terms. I will make sure to get before and after videos, or the business can come to me and do a test drive to verify. I will not be going out of my way to accommodate the business. 

    Sincerely,

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

    Business Response

    Date: 02/17/2025

    The rebuttal response has not changed from the initial response. 

    Customer Answer

    Date: 02/18/2025

     
    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.  The business has fixed the issue and acknowledged my issues.

    Sincerely,

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

  • Initial Complaint

    Date:05/23/2024

    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.
    purchased a car from this dealership, and at their suggestion, they did some repair work, which involved painting the area they repaired. There was an issue with the work within approximately 3 weeks. Now, I have a gaping bubble from their shoddy work, which I have an estimate on and the repair place said, it is the paint bubbling and peeling away. My husband contacted the dealership, and they did nothing about their shoddy repair work. They didn't even want to see the estimate. This is NOT what I expected from a huge dealership like this

    Business Response

    Date: 05/30/2024

    General Sales Manager spoke with the guest and advised we are not providing any assistance or additional repairs.

    Customer Answer

    Date: 06/01/2024

     
    Complaint: 21744982

    I am rejecting this response because:

    Sincerely,

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

    Customer Answer

    Date: 06/10/2024

    i do not have the ability to upload the estimate or the photos.  can I have a fax number to send them please

Sheehy Lexus of Annapolis is NOT a BBB Accredited Business.

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