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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:
$51,355.00

Total Amount Settled:
$0.00

Complaint Experience

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, some complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

13 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
0	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
11	Unanswered

13 complaints against Lexus Corporation

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7/3/2025

RESPONSE: Complaint was not answered Amount in Dispute: $35.00 Amount Settled: $0.00

Customer Complaint

6/9/2025

June 6 my 2024 lexus 350H was dead. The battery was dead and no power after sating park for 4 weeks. Call lexus roadside who took it too Jim Hudson Lexus Augusta GA for repair. Call service dept about loan car at 0730am after 3 phone calls around 10am manager call and stated no loaner car is available. This is ok with me but you have a deliver program and someone will bring your car home. During the day trying 2 times to reach service tech and left several messages to call me about my car . NO ONE call until 230pm a guy name Alex stating car is ready for pickup. I ask to deliver it to my house and I was told ," We do not deliver and we do not loaner cars out to customer who do not buy cars from this store." I call him liar because I got loaner cars in the past, But" I will come and get my car." I was mad at this time and I know whatever I said it will get worst. I got uber for $35.00 and went to the dealership. By this time I was calm down and I took my car. It was the worst and long day because this Alex guy is new and need more training. If he was call me and keep me inform with the work on my car; Know the policy , I think would have been a better day. I need my $35.00 for uber when you have a deliver service Resolution Sought It was the worst and long day because this Alex guy is new and need more training. If he was call me and keep me inform with the work on my car; Know the policy , I think would have been a better day. Customer Sevice is the key and knowing the policy

4/7/2025

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

Customer Complaint

3/12/2025

Had 2020 ES350 in for 40,000 check up. Advised me my battery was low. I had 2 services completed but declined a new battery. I did question how my battery could be low that advised me it was not Lexus battery. I retreived my car left and about 9 days later car would not start. dead... Called roadside assistance and Juan with AAA opened the hood and said oh this is your problem. The back cable was not attached securely to the terminal. He got a wrench and tighted it real tight. He remarked you may not even need a new battery because the loose cable had drained it. He tested it and reported that it wasnt bad. He advised me that is was a Gel battery which is normally better than the usual battery and had a 5-6 year life. This battery was 09/22. My complaint is very simple. HOW COULD THIS HAVE HAPPENED. HOW COULD YOUR MECHANICS LET A CAR LEAVE THE DEALERSHIP WITH A CABLE NOT COMPLETELY ATTACHED. There is no good explanation as far as I'm concerned. First off, the mechanic had just a week earlier had his hands on the battery. If he overlooked that is just shotty workmanship. Now I question all my repairs. maybe it wasn't even attached when he tested it. The service department didn't say I needed a new battery but they did say it was very low. I just don't understand this and Im not sure how you can even fix this for me. I'm thankful it wasn't dark and I was in the city when I needed help. Resolution Sought I'm not sure but I do think something should be done as an apology. I've spoken to a lot of people, and they still can't believe it happened at the Dealership Service Department. Maybe at a backroad auto shop but not at Lexus. Your Service Department should be embarrassed, 2/14/2025 service dead battery 2/28/25 Sewell Lexus Ft Worth, TX

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