ComplaintsforLexus of Akron-Canton

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The dealership has not paid the balance for my trade/in vehicle as agreed in the contract.

  

  Business response

  03/12/2024

  Thank you for contacting me. The trade was paid off on March 11th, 2024. This should resolve this complaint.

  Sincerely,

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

  General Manager

  Lexus of Akron/Canton

  Customer response

  03/14/2024

   I am rejecting this response because: The transaction (trade-in and new purchase) took place on Feb. 17. I desire an explanation of why the loan was not paid until March 11.

  

  Business response

  03/19/2024

  The title work can take time due to the BMV, the number of registrations and titles they get, and the process with our office. Title work does not occur in 24 hours at any dealership in the United States. Thanks

  Customer response

  03/20/2024

   I am rejecting this response because:
  The negligence or unsavory business practices of the dealership has resulted in me receiving numerous notifications of the loan being deliquent.
  
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a car from this dealership with the understanding that it was a “demo” from the dealership. They also insisted at the time of purchase that the car needed Smart Shield protection, in which I purchased. I have recently found out from another Lexus dealership that I’m the 3rd owner of this so-called demo AND it has had not “one” but “two” engines changes because of oil problems with the engine. I “thankfully” was given a copy of the ITEMIZED “16” page report of this vehicle from the other dealership. The report also indicates that this car has also had “3” applications of the Smart Shield procreation with each purchase. Unfortunately, I feel like I’ve been raped. How can a dealership get away with not disclosing that the engine has been changed twice? Such dishonesty of someone making a major purchase of a name brand. COMPLETE FRAUD…. I will continue to seek further action until I’m completely satisfied with this complaint.

  

  Business response

  04/20/2023

  BBB Response:
  
  Dear BBB Representative: In response to ****** **********’s claim, Lexus of Akron would like to provide the following response. We did not sell the client a “demo” vehicle. A “demo” is a new car that a dealership manager drives for a short period of time and that the dealership later sells as a new car with miles on it. No manager drove this car. It was sold new to the original buyer and later sold to Ms. ********** as a Pre-Owned (used) vehicle as reflected in the Retail Buyers Order that Ms. ********** signed at the time of purchase. The CarFax report, which was also reviewed and signed by Ms. **********, clearly reflects that the vehicle had previous owners. 
  
  Lexus of Akron-Canton replaced the original, defective engine and valve seals on the engine prior to Ms. **********’s purchase. The new engine is covered under the Lexus New Car Warranty of 4 years, 50,000 miles, whichever comes first. The engine was not replaced a second time as stated in the complaint. The engine repairs were done correctly and are covered by the manufacturer warranty.  This work does not impact the operation or longevity of the vehicle in a negative way. We provided the complete service history to Ms. **********  prior to the BBB complaint, but we are happy to provide this again should she need it.
  
  Ms. ********** chose to purchase the Armor All application, which we applied pursuant to her request. If this product was sold to a prior owner of the car, we would still re-apply it to each customer who chooses to purchase it. This product adds an extra layer of protection to the vehicle and does not harm the paint in any way, shape, or form.
  
  We are extremely disappointed that Ms. ********** feels that her experience with Lexus of Akron-Canton has been anything less than exceptional, and that she is not happy with her car. We work hard to provide a very transparent, positive experience for every guest. While we cannot refund her purchase, we are happy to answer any other questions she may have.
  

  Customer response

  04/25/2023

   I am rejecting this response because:
  
  The car dealership NEVER provided a COMPLETE service history of this car.  No one ever offered to me the 16 page service history that Lexus has on file. The Carmax report does not have all this information in their report as well. My original complaint to my sales representative was on Monday, April 3rd asking her to please have her manager return my call on Tuesday, April 4th.  I have yet to hear from them. 
  

  

  Business response

  04/27/2023

  Please see the attached Carfax that the client signed off on. She was given this before taking delivery of her RX and acknowledged by signing. Please also note that the vehicle was purchased "AS IS". 

  Thank you,

  *****

*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. ↩