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:04/24/2025

  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.

  Im extremely disappointed with my recent experience at Lexus. Two months ago, I brought my car in for routine maintenance something that should have ensured everything, including my air conditioner, was working properly. Yet just two months later, my A/C went out a problem that shouldve been caught during the initial service.I was originally quoted $69.99. Later, I was told the quote was actually $699.99 (which I never agreed to), and somehow, I ended up being charged over $1,800. When I questioned it, ****** said he quoted $699.99 not $69.99. Either way, I was charged far more than either number, and the whole situation felt dishonest and *************** make things worse, when I brought up my concerns, the manager I spoke to was completely nonchalant and dismissive. He brushed off my concerns like they didnt matter and made it clear that customer satisfaction was not a priority.I feel like I was taken advantage of, and the lack of care and professionalism was shocking. Lexus has officially lost my business, and I wont be returning. I don't know if management changed but I have noticed this location has significantly declined since 2023.

  Business Response

  Date: 04/28/2025

  Good morning, Rain.

  ******, the consultant who was working with Ms. ********* has also been a technician with Lexus for more than 10 years.  He has extensive knowledge about these repairs and the amount of time it takes to complete them, as well as the pricing involved for both the parts and labor time.  I understand that during the recommendation process, time was running short, and Ms. ******** mentioned that she needed to leave quickly. We certainly understand that miscommunications are possible at any time, and we would like to do our best to work this out and find a solution that may work. I have reached out to Ms. ******** via email on 4/25/2025.  She has responded today, 4/28/25, and we will set up a time to speak personally this week.

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I spoke directly with **** *. and accepted his offer regard future service. He was courteous, helpful, and a pleasure to work with. This is the level of service Ive come to expect from Lexus of Route 10, and Im pleased to see it upheld.

  Regards,
  

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

   

• Initial Complaint

  Date:03/10/2025

  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.

  this dealership has become an absolute nightmare. They scratched my car while it was in their service area for a month. I have been servicing my car there for the last five years and something happened to this service area especifically in the last year and a half. My most recent visit involved a lot of work to my 2007 RX 350, I spent on my most recent visit and unfortunately it was an absolutely lousy job. I discovered they had me replacing things that did not need to be replaced at all, and the things that didn’t need to be fixed. They did not fix correctly at all, which is why they had it back-and-forth for almost a month. I tried escalating the situation they had Brad Vale reach back out to me instead of the service manager, Scott Neal’s. I have dealt with Brad and passed issues with my other vehicle and he is not friendly and he’s not professional at all and the fact that Tom the owner allows this guy to be a guest relations. Director. About seven months ago, they also broke my rear camera of the very same car so there’s a pattern here with this service area, be aware!!
  
  I had to bring the car back because half of the stuff that was supposed to be fixed was not fixed, including my trunk that it keeps dropping down and they end up having me replaced the trunk struts when it had nothing to do with the trunk struts, it was the motor. I even spoke with Bob Giaquunto, the general manager for half an hour detailing how unprofessional Brad Vaill is and he assured me he would get to the bottom this situation, and get back to me, and of course he never did. I also filed a complaint with the Better Business Bureau against this dealership, imagine, charging, and recommending to replace things that do not need to be replaced. If you are looking at this review, please get a second opinion do not take their word for it as it is not a trustworthy service area. Very unprofessional staff, imagine a service manager doesn’t reach out to you after all of this happens.TERRIBLE

  Business Response

  Date: 03/11/2025

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

  You continue to reference our dealer damaging your vehicle, despite the attached photograph that is time-stamped and dated, which as you know, and admitted, that the damage was present when the vehicle arrived.  Additionally, you never once, during multiple phone calls, mentioned that you believed that repairs were recommended that were not necessary.  The aftermarket struts on the trunk did in fact fail, and contradictory to your complaints, we did in fact NOT recommend the rear hatch motor at this visit, because there was no confirmed failure at that time, which decidedly goes against your allegations.  You also fail to mention that in order to help ease the end of this relationship, you were refunded for the needed trunk struts in full.  Additionally, each time you were told that someone would follow up with you, a member of this staff, most often myself, did exactly that.  These online complaints continue to become more disingenuous, and have only begun since our dealer severed this business relationship.  Which, incidentally, consisted of you hurling vulgarities at our service manager when picking up your vehicle, and necessitated one of our staff members to let you know if you did not leave our dealer in a timely manner, the police would be contacted.  Again, we are exceptionally comfortable with our decision.

  Customer Answer

  Date: 03/11/2025

  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:07/22/2023

  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.

  after leasing a car from ******************** LLC back in 2019, i was given a contract to sign, after signing the contract, they decided to tell me that i need to give 1st month payment of the car, and several other fees (which now i know they were basically as you would call "junk fees") after giving them close to $2400 at signing, i drove off with the car, to get to the point, after picking up from a different state i lived in, the state that my car was in had no sales tax, thats besides that point, i never got my dealer plates, my registration stickers, nothing from them, every time i called, i was being put on hold. Long story short, as the lease was coming to an end in the beginning of 2023, i return the car to a Lexus dealership, when returning the i knew that the residual value on the car has increased a tremendous amount and asked the dealer how much would it be to buy out the car, 1 of the sales reps came out and scanned my vin code on the drive side door and seemed confused as then he starts telling me, "huh the vin is not showing up in our systems" he asks me to go inside and he will figure it out with hes supervisor, the supervisor than starts trying to search for the vin and still cannot find it in the system, then asks me for for my social security number (bc the car was under my name) and still cannot find it, so i ask tell him the dealership, so am i driving a stolen car? they reply no, its probabaly something in the system. (i relized exactly what had happened, im pretty sure the lessor, somehow found a loop hole to get my car off the system so they can buy it out themselves because the residual value of my car was about 25% over the actual value stated on the contract. because i was there for over 3 hours trying to figure out what to do with the car, they told me leave the car, come back tomorrow morning and we will figure it out, next day i come sales rep tells me car has been taken to the auction, hmm, 3 weeks later credit report has judgement.

  Business Response

  Date: 07/24/2023

  Lexus of Route 10 is unable to identify Mr. ****** in our system.  Using our customer database, we are unable to locate Mr. ************* Additionally, none of our managers have had the interaction recently that Mr. ****** has described.  We believe that interaction took place at another dealership entirely.  The theory presented about removing a vehicle from Lexus' national database is not possible and cannot happen.  I will make myself available to communicate directly with Mr. ****** should he wish.  I can be reached directly at ************, or by email at **********************************

• Initial Complaint

  Date:03/31/2023

  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.

  I bought a new car, 2023 Lexus NX350, on 03/04/2023. When I picked up my car on the day, I noticed that they didn't give me a credit card key, from one of the optioned packages. I asked the salesman where the key was? He said this car didn't come with a credit card key. It turned out it did come with a credit card key after I checked with Lexus CustomerService. I then went back to the dealership the other day and the salesman gave it to me after all without any apology. Not to mention my salesman forgot to give me the owner's manuals, I had to ask for it.In **, the car doesn't need to go through emission inspection as long as the car is still within 5-years of manufacture date. In other words, my car was built in March, 2023 which means the dealership should give me an inspection sticker with the valid day till March, ****. However, they gave me 4-years which are valid till March, **** instead. Guess what, I noticedthe issue myself again and I had to go back to the dealership again. I talked to the front desk and the lady transferredme to a guy who takes care of it. He doubted me at first with a bad attitude, he then realizedit was their fault quickly but they didn't say any apology word to me.Very bad experience at Lexus of Route 10

  Business Response

  Date: 04/01/2023

  We certainly understand ************** frustration regarding these concerns and at no time did we intentionally cause any inconvenience regarding these matters.  I personally have offered to assist ********** with anything he may need moving forward during his ownership experience, and I will reach out personally to re-address these concerns.