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Lexus Corporation complaints

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PO Box 259001 – Mail Drop E3-2D
Plano, TX 75025-9001 | Get Directions

(800) 331-4331

http://www.lexus.com

Monday-Friday: 7:00 AM-4:00 PM

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Total Amount in Dispute:
$1,032,839.00

Total Amount Settled:
$0.00

Complaint Experience

29%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

28 complaints against Lexus Corporation closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
6	Refuse to adjust, relying on terms of agreement
19	Unanswered

28 complaints against Lexus Corporation

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1/22/2024

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

12/27/2023

My 2020 nx300 mic not working. I can hear callers they cant hear me and I can't give voice commands. Tried many things as per Lexus advice over phone not working. 2020 nx only 18500 miles. I have car 6months and ralrley use it due to sickness but wife uses it and it needs to work. Resolution Sought Fix the problem.

10/1/2023

RESPONSE: Complaint was not answered Amount in Dispute: $320.00 Amount Settled: $0.00

Customer Complaint

9/5/2023

I have issue with the palm beach lexus service department and the Lexus brand management department regarding service that was not performed on the day I brought my Lexus to the dealer nor the brand management case manager. I brook my Lexus 2011 IS 250 C for my 40k car maintenance and had an oil change, they supposedly replaced my air conditioner filter, replaced brake fluid and added windshield wiper fluid all for the low price of $520.00. I was at the dealer from 1-4:30 and was driving home when it started to rain and I tried to clean window but the fluid that the dealer placed in fluid container would not come out. I returned home and called the dealer and they stated check the container to make sure the fluid didn't leak out. The container was full so when I had the chance to go back to dealer to see why my washer fluid was not pumping the dealer wanted to charge me a $250 diagnostic fee??? I told the service rep. I'm not paying for a diagnostic that was performed when I was there for my maintenance. The service rep. came back after a few hours and stated the cost will be $320 since I needed a new motor that pumps the washer fluid. I told him to talk to the supervisor because I was there for maintenance check, diagnostic and whatever number point inspection, called same day of service after paying $520 for service so why do I have to pay for labor again when the technicians should have checked that fluid was working after they supposedly topped it off. Resolution Sought I will pay for part but nothing else since this should have been resolved when I was there. It causing me time, gas and frustration that is not necessary if everyone did their job properly in the first place. I'm also very dissatisfied with brand management. The first person I talked to on Monday, August 28 was very helpful and repeated exactly what I stated. Then a case manager was to contact me, she did, we never spoke, so finally Thursday, the 31st, another manager, I had to repeat scenario.

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