Complaints

This profile includes complaints for Lexus of Dayton's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lexus of Dayton

  8111 Yankee St Centerville, OH 45458-1962

  
• 

  Lexus of Dayton

  1777 Lyons Rd Dayton, OH 45458-1866

  

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:03/25/2025

  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.

  Purchased a used vehicle from Lexus of Dayton February 4th. Our salesman was wonderful. The issue was all post-purchase and with the main office, specifically ******, who handles titles, and *****, the GM. The 45-day tag expired 3/21/25. As that date drew closer, I contact the county title agency and Lexus of Dayton trying to figure out what was going on with the title. Title agency confirmed it wasn't in LoD's name yet and encouraged me to call and ask to speak with whomever handles titles. I spoke with ****** who assured me she would call me back that day with an update and I never got a call. After calling several times and leaving vms with both ****** and the GM *****, I finally got one call back from ***** who said ****** called Illinois and they would be overnighting the title to LoD. ***** said he would call me with an update after Illinois calls within the hour with tracking information. Call never came. When I called the days leading up to the 21st, I was informed ****** was out of the office. She was aware of this situation prior, so that was not relevant or helpful. I still have not received a call or even acknowledgment of how this was an issue they should have addressed. Instead, I am out more time, energy, and money since I had to purchase a new 30-day tag in the meantime. Communication goes a long way, as ***** agreed during our one phone call. This is an unacceptable way to handle a business.

  Business Response

  Date: 04/04/2025

  We reached out to the customer and handled the title issue as well as purchase her tags for her and overnighted them to her house.

• Initial Complaint

  Date:07/18/2024

  Type:Product 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.

  On March 12, I traded in my Lexus. Once I received my paid in full notice I called Lexus on April 4 and spoke to ******* ****** regarding canceling my power train warranty. He told me what info to email him, to which I did on April 5. A few weeks went by and I reached back out to ******* as I hadn’t heard from him. He emailed me back - after me emailing him quite a few more times and stated it takes 8-10 weeks and that he told me this. He stated to wait a couple of more weeks and if I don’t receive it, to let him know, and he gave me his cell phone number to contact him with as well. He NEVER told me how long this process took, as I received my GAP coverage back within a week or two after submitting paperwork. After a TON more emails as well as one text, ******* is still NOT responding to me. I called the warranty company and they told me my warranty coverage was never cancelled and that only the dealership can do this, since they receive the funds and then mail me a check- I’ve checked on this as recently as July 15. Still to date no response. At this point, I have emailed Lexus directly as well as the GM Aaron Forland and still nothing. I have exhausted all options to try and get MY money from this company. An attorney is next on my list, after this complaint. Not doing what you say, not giving someone their money and zero communication is unacceptable.

  Business Response

  Date: 08/06/2024

  I apologize for missing your initial email. Additionally, I want to inform you that ******* ****** is no longer with the company. Upon reviewing our records, I can confirm that your warranty was canceled with an effective date of 3/12/24. The amount owed to you is $629.46. Typically, we issue a refund check once we receive the funds from the warranty company, which can take 6 to 8 weeks to process. However, in this case, I will expedite the process and have a check ready for you today.

• Initial Complaint

  Date:05/09/2024

  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.

  Went for routine oil change and tire rotation May 2nd under maintenance plan purchased when I purchased the vehicle. On my way home after the service I noticed a burning rubber smell and rubbing sound when turning right. Called the service department to let them know and was asked to bring it back, when explaining the issues to service consultant *** he told me he knows what they did, they rotated the tires incorrectly as the front and back tires are different sizes on my car and was going to send someone to pick up the car and fix the rotation. I informed *** there was tire rubber in the wheel well, the rims are scratched, and the strut stack is dented from this mistake. Without any further contact they dropped the car back off that evening having only rotated the tires. I called *** to tell him I was not happy with the resolution, that they need to replace the tire, rim and strut that was damaged due to their mistake and he told me he did not see any damage when he inspected it, I had to bring the car back and speak with the Service director Anthony. I brought it to Tire Discounters in Dayton OH for a Brake Inspection and was told the tires, rim, and struts are damaged and need to be replaced before bringing the car back to Lexus of Dayton on May 3rd. Anthony agreed to replace the damaged tires, paint the damaged rim and inspect the struts for damage. My car was delivered to my home today May 8th with two new tires, no repair to the damaged rim and only new coating on the struts. I’m requesting BBB to help me resolve the outstanding problems with my vehicle caused directly by the mistake Lexus of Dayton made and has failed to resolve professionally. During this time we had to leave several voicemails and call back time and time again because of lack of responsiveness. Unacceptable, shady and unprofessional behavior.

  Business Response

  Date: 05/28/2024

  We have inspected the vehicle and sent the video to the customer, tires were replaced due to the tires lightly rubbed a suspension component. There is no damage to the rim from from this, the wheel didn't touch any part of the vehicle just the rubber portion of sidewalls on the rim guard of the tire. We touched up under coating on the area that had the rub mark and checked the the alignment. The vehicle is in factory spec, nothing damaged or bent. Video and pictures were taken and sent to the customer. Only damage on the rims is from curb or road rash, nothing indicating there was any contact to any type of metal surface on the rims or suspension. 

• Initial Complaint

  Date:08/15/2023

  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.

  On 7/6 I purchased a 2016 Nissan Altima. On 7/14 the bank rejected my loan because the dealer added my income as $2,600 weekly instead of monthly. The dealer also put the car had a higher value on the loan and the bank rejected because of that as well. I even emailed the dealer my check stubs. As far as I was concerned my car was my car, until I went to go make my first payment on 8/11/2023 and I was told I had no loan. The dealer never notified me, so I called them trying to be helpful and honest. But now they are not willing to negotiate and I’ve tried to reconcile the situation but they will not budge. I did not make this mistake, I did everything correct on my side. And now they want to make the deal a even worse deal because of their mistake and inability to file proper documents

  Business Response

  Date: 08/29/2023

  We are sorry for the inconvenience of having to resign the paperwork to fit the bank approval.  We did discount the vehicle to ease the hardship.  Thank you for getting this resolved.

• Initial Complaint

  Date:07/12/2023

  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.

  On June 1st, 2023 I purchased the most expensive car they had on the lot ($70,000 Range Rover) and from the day I drove it off the lot it had an issue with one tire (worn down under half the tread life, while all the other tires were basically brand new and it had a leak due to a hole in it) as well as a chip in the wind shield & a distinct noise/vibration at speeds around 79 mph. On Sunday june 11th I called, emailed, and messaged the dealership/ my sales person, Todd, and he said he would forward my message to the Sales manager and it took a week before anyone reached out to me. Finally on June 16th I set up a service appointment with the sales manager, David, so he could evaluate the two issues and he told me to drop the car off on Thursday July 6th (TURNS OUT THAT’S HIS DAY OFF). I show up, he's not there and there's no service scheduled for me. Over the course of a week I called in to talk to the manager about my Range Rover. I probably called 15 times (because at least 5 times I’d be told I was being transferred to him and then they would just hang up the phone.) All the other calls would be sent to his voicemail. The 2 times we actually did speak I told him that with the tire having 2 pre-existing issues, anything other than replacement would be unacceptable to me. It’s a $300 piece of rubber on a car I paid $70k for. He also told me the a perfectly smooth and quiet car suddenly making a noise consistently the moment it reaches 79 mph was “ totally normal”. GIVE ME A BREAK. I’ve driven and ridden in many luxury and ordinary vehicles in my life and it is absolutely not “normal” for sudden noises and vibrations. Finally after being without my car for nearly a week, he told me okay he’d talk to his people in service and call me right back. Never heard from him until I made 3 more phone calls the next day(now july 11th) and he called me back after 5pm to tell me they found the leak in the low tread tire and got it fixed, explicitly what I said I did not want.

  Business Response

  Date: 08/01/2023

  BBB called business about the complaint. They stated that the issue was taken care of and a tire was given to the customer.

   

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service 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.

  On June 30, 2022 I purchased a pre-certified 2019 Lexus UX sports. It had a little over 19000. miles. I put 10k down and financed over $33,000.00. At purchase there were scratches on the vehicle which the salesman said will be resolved. I drove off the lot with the vehicle and later scheduled an appointment to resolve the scratches for July 18, 2022. On July 18, I took the vehicle to the dealership to resolve the scratches. The salesman offered me a complimentary tank of gas and a loaner for the day. On this day, the salesman totaled my vehicle I had for only 3 wks when going to the gas station. Although Lexus of Dayton said they take full liability for the accident, they want me to contact my insurance to request a rental. They wanted their loaner back. On Aug 1, they brought me a vehicle to swap out the 1st loaner. They want me to sign an agreement taking the loaner out as a test driven vehicle. This agreement has restrictions that I can not drive out of state. I run a business and have to drive out of state at times or other family situations. They frauded the documents from my original test drive of the vehicle I purchased and crossed out the information of the vehicle I purchase and hand wrote the information about the loaner that I had. I was only expected to have for 1 day. This is not the document I signed to take out the loaner for one day. The information about the loaner was hand written. It was hand written on this sheet so it would contain my signature. I refuse to sign this test drive agreement because I am not test driving this loaner they are providing. If I had my vehicle this would not be a problem. I want all the cost of my vehicle paid and my deposit returned so my business with Lexus of Dayton is completed.

  Business Response

  Date: 08/06/2022

  We don't have rental cars or loaner cars in our pre-owned department.  We only have pre-owned cars that are for sale.  We offered Shannon a pre-owned car to drive and the only documentation we have are test drive agreements.  We are working with our insurance company to settle the accident claim as soon as possible and recommended that Shannon could reach out to her insurance to see if they would provide a true rental car so she doesn't have any restrictions.  We are also working with our insurance company on getting her a rental car.  We cannot refund the money as this is an insurance claim and out of our hands.  We doing everything we can to speed up the process.

  Customer Answer

  Date: 08/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have no liability for the accident and should not have to file a claim with my insurance company which ultimately affects my ratings with the insurance company. Lexus of Dayton informed me on July 18, that they take full liability for the accident. I want to be made whole after this accident which was due to no fault of my own. 
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 08/22/2022

  As stated before, our insurance is taking care of everything.  As I understand when the final settlement is done you will be whole on the vehicle.

  Customer Answer

  Date: 08/23/2022

  
  
  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,
  
  
  
  ******* *****

  Customer Answer

  Date: 09/06/2022

  Consumers Duplicate Complaint to Reopen

  Consumer’s Original Complaint:
  In a previous complaint #********* the dealership stated I will be made whole. The salesman had an accident in my vehicle on July 18, 2022. I purchased the vehicle June 30, 2022. I agreed to the terms of the previous complaint because the dealership said I would be made whole. I put $10,000.00 on the vehicle. After the insurance paid off the loan, I only received $5100.00 from that payoff. I am at a loss of $4800.00. The company did not honor what they said they would do in the previous complaint and in fact, the current manager, Travis was rude and hostile toward me when I asked about being made whole. The previous manager sent me an email stating I would get my $10,000.00 back in addition to the refund of the service plans and the amount left over after the insurance payout. This is why I indicated I was satisfied with the outcome from complaint #********* But this has not occurred. They do not return calls.

  Consumer’s Desired Resolution:
  Refund

  Business Response

  Date: 09/16/2022

  We did return your call and refunded you the money.  You stated we were short around $400 which we are working on resolving ASAP.

  Customer Answer

  Date: 09/19/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I am waiting to be made whole from the accident. They indicated they are working on the shortage, until then this is not acceptable. 
  
  Sincerely,
  
  
  
  ******* *****