ComplaintsforLexus Of Cherry Hill

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new vehicle on October 27th. We live in ************, but purchased the vehicle at Cherry Hill Lexus because they were the only dealership within 500 miles that had the vehicle we wanted. We did not trade in a car because out previous car had been totaled, However, we brought our previous vehicles license plate though so they could just transfer the registration. When we got there, we were told we did t need the plate be a use they were issuing is a new registration. I felt this was unnecessary , since I had the old plate in my hand, but it was the end of the day and we had a long trip back home. We ended up with a Temporary registration card and plate that expired November 25th. We reached out multiple times prior to expiration and were told they were still waiting on it. I had to drive down to have mudflaps on Nov 28th and was told they couldnt get the registration because they were missing a signature since both my wife and my name are on the vehicle. I was asked to sign a paper with no letterhead, that read I (my name) am (my spouses name)s husband. This was supposed to be good enough to get the registration submitted properly. I asked for an updated temporary plate because ours was expired, but was told we couldnt get one because we live in **, not **. We then were told on the 6th that they had gotten the registration and were sending it to us. We received the paper registration in the mail on the 7th, but no plate. We called again today because we havent received the plate and was told they dont have answers for us, but that another customer from ******* has been waiting for 3 months for her plate. We are in jeopardy of being pulled over by police every time we drive because we do not have the proper plate. The dealership has offered to pay any fines, but cannot compensate us for any time lost explaining the situation to the patrol. We also plan on moving to the other side of the US next month and will put us further from the dealership.

  Business response

  12/22/2023

  In looking into your deal here is what I discovered. As you indicated, the deal was supposed to have new plates.  However, the registration for your prior vehicle was in the deal and got attached to the paperwork that went to PA ***** vehicle. We have contacted MV and they said we can pick up the form needed to complete the new tags tomorrow.  So, we are sending a driver to do so and with the Holiday they are closed Monday - Wednesday.  They said we should be able to come to PA to pick up the plate Friday and we would drive it to your home/office.  Please provide me with your best contact number or if you prefer email, so that we can set up the delivery of your plate.  We do apologize for the errror and would love to valet your car and get a full detail before you head to *****.  

  We are unable to issue a 2nd PA temp tag by law.  If you are uncomfortable driving your vehicle without the new tag, we can put you in a loaner car. 

  Please advise.  

   

   

  Customer response

  12/30/2023

  
  Complaint: 20992673
  
  I am rejecting this response because:
  
  You have our name and number to contact us. Even if you didnt, we called three times and left three different messages for three different managers with no response. Finally got a hold of our salesperson who went to one of the managers and was told to apologize to us because they have been too busy to call us back. You should be returning our calls promptly and being the 1st ones to reach out to us. Not waiting for us to call you. Issue still not resolved.
  
  Regards,
  
  *********************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was ready to by a new Lexus. My credit is excellent and I know what I want. I just needed to test drive it. I contacted the salesman who sold me my last Lexus, *************************, who responded to my first outreach. I sent messages trying to find out of the model I am looking for is on the lot and to schedule an appointment. Nothing. I reached out to *********************, Sales Manager, who responded to my first outreach by letting me know when he's be working the next day. I sent messages trying to find out if the model I am looking for is on the lot and to schedule an appointment. Nothing. If your sales person and sales manager aren't responding to someone who is ready to buy a car, knows the model, and has the credit, what are they doing?

  Business response

  12/05/2023

  I do apologize for the lack of communication, as that is not our standard operating procedure. I did pass on your contact information to our sales consultant ******* and sales manager *************, They should be reaching out to you momentarily.

  Thank you for giving us another opportunity to earn your business,

   

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

   

   

  Customer response

  12/05/2023

  
  Complaint: 20960320
  
  I am rejecting this response because:
  

  I see a missed call from an 856 area code that came in while I was eating dinner.  The caller did not leave a message, so I don't know whether the call was from someone from Lexus or not.

  I also received an e-mail from **************** - neither of the people you mentioned in your response - apologizing for a late response, but I still don't have the answer to my basic question about whether there is an NX250h on the lot to test drive.  It's a simple question.  I'm going to try a different dealer.  I want to work with another group of people.  This is silly.

   

   

  
  
  Regards,
  
  ***********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While driving my 2019 Lexus ES350, the car randomly began to receive multiple code errors. For safety reasons, I had it towed to this Lexus corporation on 09/18 at 11pm. However, there has been no resolve to date but the diagnostic fees keep getting tacked on. On 09/19 morning, I received a call from Lexus and I explained the exact codes I was getting. I was told that the technician would diagnose the problem which would cost around $179.00. On the evening of the 19th, I called him and I was told that they were unable to replicate the problem even while driving the car. On the 20th, I called again, and this time I was told that they could not replicate the problem again, but when they took it for a wash the problems appeared on the dashboard. He said they are unaware of what is going on so they would attempt to replace the battery in hopes of fixing the issue. The total price was around $574.00. On the 21st I called again, and the problem was still there. The tech said that they must dive deeper into the diagnostics and that it will be another $537.00. The car was with them over the weekend, and I called again on the 25th. Upon calling, I got the same answer that they were still unable to diagnose the problem despite paying about $1,100 at this point for repeated diagnostics charges. On the 26th, the dealership called in the morning and told me it will be another $537.00 and they will look at the grounded wires which PROBABLY was the issue as per LEXUS. The tech said that if we cannot fix the problem, he will call me again to get further repair approval. In conclusion, I have been charged obscene amounts for just "diagnostics", and for which there has been no issue found. This car was bought at the same lexus dealership, and they have been unable to even diagnose the issue at the very least despite me having already paid in excess of $1700.00. This is not even the repair fee. They have been taking random shots in the dark and charging money for each test they run.

  Business response

  09/30/2023

  Upon receiving this complaint I Immediately spoke to my service and parts director ********************* who then reached out to our client and they resolved any concerns. The client was happy to speak to ***********

   

  Thank you,

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

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband ******* and I have been taking our Lexus for service at Lexuss of Cherry hill for 2 years now. Every time we go they constantly tell us we need tire alignment or other services. This is supposed to be a luxury dealership and you do not receive courteous service. We went today and paid around 900 dollars for service and they had the audacity to charge us $15 for the courtesy loaner. We have never been charged for a service loaner vehicle. Plus we pay for a tire package that we bought when we bought the car but cant use it because they said the tire was worn and we didnt have a flat. I have paid for 3 tires in 2023 with a tire package. Bottom line is that we feel we are being upsold on service and being taken advantage of. In addition, the treatment at the dealership is poor at best, not like the service I receive at Audi or **** **** never go to this dealership again and am posting social media posts to my town to not go here either. I want to be compensated for the tires that I had to purchase and the the plethora of alignments they keep saying I need.

  Business response

  08/07/2023

  I had my service and parts director reach out to you directly and he informed me that he did speak to you and offered you compensation.  He is not in today. He will be in tomorrow and I can then respond to the exact remedy in details.  That is why I had not responded, as it appeared to be handled.  

   

  Thank you,

  *******

  Customer response

  08/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased car off lease on March 8, 2023. It has now been almost 3 months and LEXUS Cherry Hill cannot delivery me a clear title after story after story after story of mistake after mistake. This has caused me great anguish and frustration and aggravation waiting for something I need to move on. We have asked for a refund of all processing and legal fees to assist with this unreasonable delay and have not been given an answer. Still waiting for clear title in my name.

  Business response

  06/05/2023

  Good morning. This situation just came to my attention from our title clerk late on Friday . Immediately after learning about their motor vehicles issues, I did have our GSM call the client and let them know that we will be giving them a refund.  And the gentlemen that made the initial error is no longer employed here. I do apologize for the length of time .  If I had known about it sooner I certainly would have resolved it.  I spoke to our title clerk about making upper management know right away in the future. 

   

  Thank you for your continued business.

  Customer response

  06/05/2023

  
  Complaint: 20136377
  
  I am rejecting this response because:
  
  They never issued a title to me. Its not about a refund!. They have lied and deceived me from day 1. Maybe they never paid the taxes to Jersey or kept title to accrue more loans. Its not about the **** ITS WHERE IS MY TITLE TO  VEHICLE?? SORRY I FEEL THIER IS DECEIT AND CHEAT ON THIER PART!!. I PAID $29000+ FOR PAYOFF. NO NO TITLE!!!  WHERE IS MY TITLE I PAID FOR. I HAVE ALL PAPERWORK.  THEY DANCING AROUND THE ISSUE!! LYING CHEATING CROOKS!!

  
  Regards,
  
  ***********************

  Business response

  06/09/2023

  ************ purchased her lease and the finance manager at the time inadvertently checked the title paperwork with a lien attached.  *** paperwork was sent up to motor vehicle and since she paid cash there would not be a lien.  *** financial institution had to give ** a lien release letter to send to the state. so that they could take the lien off of the title.  ***y send the wrong letter 3 times, each time it was rejected by motor vehicle. As I mentioned prior, the situation was just brought to my attention on Friday June 2nd.  At that time when my title clerk made me aware, I called up to motor vehicle and we got the clear title finally this morning. We did reach out to ************ on Friday and she did not respond.  So we have been communicating with her attorney. *** clear title with no lien arrived today and has been fed-exed to her. At no time was ************ lied to, unfortunately this error made by our finance department took a long time to resolve. I have spoken to the team to let them know tat I must be made aware of any issues immediately so that they can be resolved in a much faster time frame. We have resolved it now with **************** attorney. 

  Customer response

  06/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  Sent: Monday, June 19, 2023 7:51 PM
  To: ******************************* <************************************************>
  Subject: CH LEXUS

   

  Hello ****

   Thank you for your email. I finally received the title on june 9 and REIMBURSEMENT  for legal fees. Thank you for your help and time in this matter but it as it may I still allege they do this when  money is needed to run company. Yes 

  Case closed. It was a long uncalled for aggrevation!!

  Stay safe stay well

      ***********************

  
  
  Regards,
  
  ***********************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did not see an option related to my complaint. I paid (in full) for a 30-month lease at this dealership. The issue involves the trade value for the $30,000 car I traded. I spoke with a family member who studied law and is an attorney. He said It should have received a refund and not paid the dealership over $7000. The 30-month lease (******) is for less than what I paid in full for the trade in finance car. The main issue and concern is that I had the (trade in vehicle) for a very short time. I barely added any miles on it, and it was in the same condition at it was given to me. I wondered if this has occurred with other customers. I've asked my relative attorney member to review the terms, amount I paid, trade in value, etc. I normally would not file a complaint. However, after speaking to an attorney and others, I am starting to see what their concern and complaints are in this matter. Basically, they are all saying I should have received a refund and not paid additional monies, since the 30 - month lease is for less than the full amount I paid for the financed Lexus. I am very curious to know if this has occurred with other customers and if so, how often?

  Business response

  10/25/2022

  We did speak to this client on Friday and resolved the matter.  The pre-owned market has been changing over the last few months and the trade value had changed. In the spirit of keeping a great client happy we did issue her a refund.

   

  Thank you,

   

  *******

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I traded my Lexus 2018 ES350 for a 2022 RX350 on 3/10/22 at Cherryhill Lexus. My salesman was *********************.I negotiated ****** for trade in and ****** off MSRP. To my surprise after reading the paperwork at home.They only gave me ****** for my trade in and full sticker price for the *** I called ***** the next day and told him what was on the contract. He said he was going to look into it pull the file and get back to **** didn't hear from ***** for a week, so I contacted the *** Ed ****** and he said that ***** was off that day but would look into it and get back to me. The next day ***** called me and stated he pulled the file, and he clearly wrote ***** for the trade in and 500 off MSRP. He then told me the **** *********************** would call me to discuss the situation. A week later ***** called me and stated that it was approved, and that Cherry Hill would refund me ****. I waited 2 weeks and no check was sent to me. So, I contacted Ed ****** again. ***** texted me 5/5/22 and stated the check was cut and would be sent out the next day. I'm still waiting.

  Business response

  07/27/2022

  The refund that he requested was sent some time ago. This matter has been handled.

  Ed Sunday

  Customer response

  07/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************************

*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. ↩