ComplaintsforSouth County Lexus

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My name is **** ********* i went to South County Lexus in mission viejo California on Aug 15 2024 for a service to be checked out they notified me that I did not have a extended warranty policy I told them I payed $2530 on May 8 2023 they came back with a paper to sign to make the warranty valid that it was missing my signature they said that I could have the policy or get all my money back so I said I wanted a full refund because this policy was never active so I signed a policy dated Sept 28 2023 I told them it's the wrong date and it's fraud then they had someone come out and bring me a check that was pro-rated I told them I would not accept it so I went home and called mpp the insurance company and they said there was a gold plan created but was denied so they said South County Lexus has my money I have went to South County on 3 different occasions to try to get my money back the last time was on Aug 27 2024 and I called mpp the insurance company on aug 28 2024 nd they said there was another plan for siver that they tried to put through and was denied on Aug 28 2024 so they are fraudulent from the start please help me

• Initial Complaint

  09/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I sold my Lexus to your dealership on June 9, 2024, with ********************* handling the transaction. The agreed purchase price was $34,500, and the amount due to Lexus was $33,909. *** assured me that a check for the remaining balance of $591 would be sent to me within one week.Despite multiple attempts to contact *** via email, I have not received either the check or a response.Additionally, I received higher offers from Auto Nation and another company, totaling $35,500 for the car. I am concerned that South County Lexus might have violated the law by offering me a lower amount and then reselling the vehicle to Auto Nation.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 1, 2020, during a full interior detail of my 2020 Lexus RX 350, the technician used abrasive methods that damaged the perforated leather seats. Upon retrieving my vehicle, I noticed the perforated holes appeared larger and discolored, with visible lines between them. My seats were in great condition prior to the service.I immediately reported the issue to the manager, who dismissed my concerns, citing the lack of pre-service photos of the seats. The technician claimed the seats were like that before he started, but there was no mention of any pre-existing damage to my seats in the service paperwork. At that time, only one section of the perforated seats was torn, so Lexus arranged for a technician to come to my home to repair it. Additionally, they offered to replace my seats at a reduced rate of $1,500 from the original $4,000 cost, which I found unacceptable as I believe Lexus should cover the full cost of replacement.During the pandemic, when I was not driving much and working from home, I was reluctant to contact Lexus due to the lack of accountability and dismissive treatment from the manager. I informed numerous Lexus representatives during follow-up calls about the incident, but no action was taken.As of July 8, 2024, although still working from home, I am driving more frequently and have noticed further deterioration. Pieces of leather are disconnecting at the perforated holes, and flaps of leather are peeling up, exposing the cushioning underneath.I request that South County Lexus replace my leather seats at no cost to me. The seats should be restored to their original condition, as they were prior to the damaging detail service. I have been a loyal South County Lexus customer since 2007, having owned 2 ********************** vehicles. Prior to this incident, I received excellent service; however, I am deeply disappointed that this incident has caused me to lose trust in this dealership.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to express my deep disappointment with the service I have received from this dealership. I have been informed multiple times that my title was sent to ******** on 11/30/2023, as communicated by ****, the manager from the titling department. However, when I called your office on 12/21/2023, ***** informed me that the title is still in your office. This inconsistency is both insane and ridiculous. By now - 12/22/2023 - I don't know where the title is. Because nobody ever provided me with a tracking number or a document number from DMV. The car in question was paid off on 11/17/2023, and I find it unacceptable that I am not receiving the service that should be provided to a customer who has spent $34,000.00 Furthermore, each time I attempt to reach *****, *******************, ****, *****, *******, or ****, I am consistently transferred to their voicemails. This ongoing inconvenience raises serious concerns about the efficiency and professionalism of the dealership.Why should I endure such delays in the proper execution of selling a car and transferring the title to another state? As a result, I have been forced to rent a car during this extended period, and I am requesting reimbursement for the associated costs.Given the uncertainty of when the title transfer will be completed and I can register my Lexus in ********,because my car is sitting with no plates and registration, and I still cannot use it. Sincerely,Olha Starovoit,

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of Transaction: 8/17/23 Amount of money I paid the business: $15,090 What the business committed to provide me: 1 2013 Vovlvo XC60 vehicle Nature of dispute: South County Lexus repeatedly assured me the air conditioning system was working as it should be and it was not in need of repair. This was told to me by multiple employees at the dealership. I questioned this and asked why the inside of the vehicle was not getting cold, they told me it was due to the age of the car and the outside temperature. I asked them if it was the compressor and they said no. They agreed to have the car looked at by an outside repair shop and I was told that they flushed the system, checked for leaks, filled it up with freon and reaffirmed that there was no need to replace the compressor. I pressed the manager the day I purchased the vehicle and he said the car is sold "as is". Within 2 weeks the inside temperature became unbearable so I took it to a repair shop and the compressor had to be replaced ($1,588)Has the business tried to resolve this: I sent them an email and they said they are not willing to reimburse me in any way for the repair. They are claiming the car was sold as is and I contend that they knowingly misled and lied to me in order to make me believe that the air conditioner was working up to specs. My repair shop confirmed to me that the A/C of most well-built cars, regardless of age should cool it down to a comfortable temperature, and the the outside temperature matters to a point but not so much to make it unbearable. Not only do I feel they owe me for the cost of the repair but more importantly, the owner of the dealership should be made aware and they should be cited for bad business and deceptive business practices. I decided to purchase my used car from a new car dealership because I thought their level of integrity would be honorable, especially a Lexus dealer. It seems like all they were interested in was selling a car even if it meant making false claims.

• Initial Complaint

  06/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  6/24 went to buy a car. Was assured clearly through msg that this dealership does not charge additional markup on the model we wanted the nx350h. After much searching found the combination we wanted, and showed up EARLY before opening to ensure it would be available. Test drove it and ready to buy, when we sat down to discuss pricing was told there is a 5k markup on TOP of msrp Told the salesman that I had been in contact with a sales rep through text. He told me, it "must have been a typo" & can check with his manager. Manager let him know that he cant honor it. He then came back and said manager will reduce the markup from 5k to 2.5k. We were ready to leave as that is DIRECTLY NOT what the sales rep had said The sales rep went back to his manager and came back to say he cant honor the direct words of his leading sales rep I asked to speak to the manager directly as were disappointed and he came back to tell me that I misinterpreted the message of the rep. I told him to read the conversation, as there is NO WAY I misinterpreted such clear and direct words about the dealership NOT charging markup on their cars. I have screen shots, Lexus does as well He continued to say i was the one who misunderstood, and that he cant sell the car for msrp as his salesman had said. He told me he was done "arguing with me" All we wanted to do was purchase the car for the exact price that we were clearly and directly led to believe We were ready to purchase this car TODAY but after this experience and posting about it on social media we have been urged to contact you, and to consider a different brand *** or ******** as that is NOT normal. To make an extra 2k on ONE car, they have lost many sales from comments on the posts I made. Many thanked me for sharing my experience with them and that they will NOT shop there and others echoing what happened The manager was happy to tell us that he wont sell us the car, and will sell it later that day to someone willing to pay 5k on top of msrp

• Initial Complaint

  03/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a vehicle on 9/08/2022 from South County Lexus and as of this date have not received a title transfer and registration for the auto. south has replied to a previous complaint that they submitted all the paperwork on 2/12/13. DMV has confirmed thesis not true. as of 3/6/2023 DMV has listed the previous owner as the legal owner. South County Lexus has outright lied many times over this issue including their last reply to BBB.

  Business response

  03/22/2023

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

  I'm not sure who you are communicating with at the *** but you have made many inaccurate comments. These comments and threats are of a slanderous nature. The fees were posted to the California *** by South County Lexus on your vehicle registration within the proper time frame of *********************** purchase. There was an issue with Lexus ********* Services submission of documentation on the previous registered owner. Lexus ********* Services is a different entity than South County Lexus. The corrections needed to be executed by Lexus ********* Services before we could process the next change in title. We have representatives from Lexus ********* Services actively involved in remedying the situation. In fact, a representative from South County Lexus physically visited the local dealer administration division of the *** to pay the additional registration for 2023 and provide you a temporary window sticker until you receive your registration card. Personally having done business with the California *** since ****, I can attest this is not the first time an event like this has occurred. It is not the first time the consumer blames the car dealer either. Lexus ********* Services was the prior lessor of the vehicle and will be the lienholder of the vehicle for your loan. Unless you have paid the vehicle loan off without our knowledge, the control of the title will remain with Lexus ********* Services. If you continue to threaten my company with legal actions and make slanderous accusations, It will be our company seeking damages from your actions. 

   

  Best regards,

   

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

  Managing Partner

  Customer response

  03/23/2023

  Maybe **************** should respond to the actual statements his employees have made tome. One, they state that that an application for a title was "a temporary registration certificate." Two, their response to the ********************** on Fe 12th or 13th was " they had suited all paperwork to the *****  That is absolutely denied ny the ***** I personal;** spent three hours at the *** on <arch 9, 2023 attempting to discover the truth.  In fact,. I learned that a;; transaction South Lexus had submitted was officially can canceled on March 6,2023 for lack of complete paperwork.  ********** Vehicle Code states the dealer must transfer title within c certain time frame.  It has been over six months and that has not been accomplished. It is the dealer's responsibility to hav e the paperwork completes (I paid them to do that.  Bottom line , they have failed miserably.  If they wish to take legal action,  I will be willing and able to defend my actions, I have documented proof of their incompetence.

  Business response

  03/31/2023

  The title for the vehicle purchased by ******************* was received today 3/31/2023  from Lexus ********* Services. A representative from South County Lexus will be making a personal delivery of the title to the Placentia DMV on Tuesday to have it processed. 

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The option I selected did not have to do with my car loan, rather my services provided to me by ****** Lexus. I have a car loan through my ************ and not the dealership in which I purchased a certified car through Mission Viejo dealership in 2013 and have had my car for almost 5 years with less than 100k miles (Lexus CT-200H). I have taken my car to be serviced by Lexus and not once did anyone make me aware of advice me that I had a block issue with my engine that caused me to take my car multiple times to not only the dealership but other shops due to cost to get things resolved. I was told it was my coils, spark plugs, the tires or breaks in which I fixed and still had issues and the engine light remained despite even fixing and getting a brand new water pump. After spending over 3k I went to Lexus to see what was wrong even though I fixed my car and did was advised to me and found out the the block had a rod and needed to be replaced which would cost me 10, 600. **** in which was labor alone. When I asked to speak with a manager he was always not there and they told me to call corporate. When I pushed back and told them someone dropped the ball somewhere they called me back and stated that they would cover the part and not the labor and after going back and forth I was still going to have to pay **** out of pocket. I want to understand how I did my part, bought a car that was certified and already less than 5 years of having it needed a new engine. I would like for this matter to be closely reviewed and that the cost of the labor to be reduced if not covered fully by Lexus.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me junk car theres a lot of issues, which they dont want to repair or fix, the break is vibrating, the engine is stalling sometimes, the windshield is sand blasted, the front grill is with hole, Im paying almost 43K for this, the sales people never ever call me to fix the issues, BBB I need your help.

  Business response

  02/16/2022

  This 2015 ******** **** vehicle was sold on October 21, 2021 with ****** miles. ******** came in on January 10, 2022 with ***** miles with many complaints and what appears to be buyers' remorse. We attempted to assist but customers time driving the car exceeds the time and mileage limits for our return policy. We will gladly repair items that are covered under his extended warranty. We can also perform additional requested repairs at customer expense. None of the issues stated were brought to our attention during the 5 days after his purchase. His warranty can also be used at any ******** **** dealership. 

  Customer response

  02/16/2022

  I dont accept the business response, I call ****** the finance department that do the the paperwork to be sign 3 day after I got the car that the car has a lot of issues, he said bring it back so they can check it, but I got sick last December I call him again , he said to bring first or second week of January because the the dealership is busy, so I went on January complaining of the said issues, they only fixed the stuck up foot break, but the other issue was not, the sales people doesnt want to talk to me, its my biggest mistake I purchase the can on that dealership, people there are not helpful, please help me resolve this matter.

  Business response

  02/17/2022

  We had your extended service contract cancelled with the insurance company at your request. We addressed the concern with your emergency brake. All other issues can be done at your expense. You can also trade the vehicle in if you are still unsatisfied. 

  Customer response

  02/18/2022

  I dont accept the South County Lexus response, please do something about this issues, Im spend to much for this car, I want to enjoy riding, please fix the issue, this people didnt even bother to call me, they sold a junk car to me, ***************************, finance manager please help me.

*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. ↩