Lexus Reviews 571

I had a very disappointing experience when buying a used vehicle from Lexus Birmingham Uk. During the viewing I noticed barely legal tyres on the front. I was assured they would be replaced with new. They then put those tyres to the rear AFTER my viewing and expected me not to notice, which to me is reminiscent of a '70's backstreet dodgy dealer.
I was fobbed off every time I called and not once did I receive a call-back as I was promised.
I was also alarmed to find I’d been given all the personal details of the previous owner which I’m sure must be a GDPR breach. I have given #lexusbirmingham every opportunity to correct their errors but neither their sales or after sales managers show any interest.
Both stars go to the salesperson who was professional throughout which is more than can be said for his managers.

i was looked after by Matt Wong of Lexus Leeds, who in my opinion was very thorough in the whole process of getting me a new vehicle to replace my UX. Matt worked very hard to secure the best deal for us and Lexus.
I would highly recommend using Matt if you are in need of excellent service.

Whilst we are delighted with our Lexus UX250h, we recently noticed that the front parking camera had been cracked. It appears to slightly protrude from the front bumper and is therefore rather vulnerable. It's virtually impossible for us to have broken this ourselves due to the auto braking feature. Sadly Lexus are quoting over £800 to replace the camera, the cost being mainly the replacement camera itself. Lexus are suggesting that we make an insurance claim, but I suggest that they stop ripping people off for spares...
Thanks for the reply Lexus but it was cr@toyota who recommended Insurance claim...

Oh dear - so excited to see the new Lexus LBX! What an awful experience at Lexus Poole - tried my best to buy the car - so poor in closing the sale - no one talked to me for days! Manager not available - away for the weekend - what a hopeless dealership

What a smooth, professional, and kind car buying experience from Natasha at Lexus, Carlisle. This was my first experience putting a car solely in my name rather than being included with my husband's, so at times, I was a little overwhelmed with the paperwork.
Natasha was quick to reply to my many emails and picked up the phone to talk me through everything. Over the last six months, Natasha has very kindly kept in touch and offered a lovely level of customer care. I wouldn't hesitate to call her regarding owning this Lexus if I had any queries.

I highly recommend going through this car branch to purchase your next car. Natasha and all senior management have gone over and above my expectations.

Called in at Lexus Preston to look at a car advertised on their website due to the fact that the insurance on our current model has become ridiculous.
We were met by a very friendly guy who immediately furnished us with coffee and biscuits.
Peter the salesman then introduced himself and showed us the car we were interested in. My wife fancied another vehicle and he was very helpful in discussing the difference between the two.
When it came to getting a price on our current vehicle he even suggested I sold it on Motorway as price on there was better than what they could offer.
I must admit that I loved the no pressure approach.
We have brought from this branch before and have always found them above and beyond in their dealing with customers.
Thank you Peter you are a definite asset to this company. The immediate welcome from the “T boy” (sorry forgot your name) puts one in a pleasant mood to begin with.

My Lexus went in for repair at Lexus Leeds today.
Steve who picked my car up from my home is an asset to the company and Katie from the service department was just brilliant from the start to the finish of the process.
A brilliant company to deal with. Superb cars, superb service. Thank you.

Owned a Lexus 450h. Loved the car until it wen tin for servicing. Stoneacre are bordering on criminal in terms of how inept they are. Appalling service that left me with a car that was worthless and on which they wouldn't budge. Sold it immediately and will never buy Lexus again. If Lexus cared about service standards they would never have given responsibility to Stoneacre.

Great personal service. I have just bought my second car from Listers Coventry having used them since moving into the area for servicing as well. I have had a pretty torrid time personally recently and they could not have made the experience easier . Highly recommend if you are looking for professional service from real people who care about happy customers. I cant thank you enough.

Lexus cars are really just overpriced ugly Toyota cars with ugly front grills. You get the same quality and service, but higher prices and of course Lexus hideous aesthetic design.

Poor aftercare service. Purchased new car had major issues with the new NX model. Lexus Bolton very poor after sales care. They had the car around 3 months, declined courtesy car, waited weeks for estimates and then parts. The dealership not interested, constantly had to chase them and poor poor response. Avoid purchasing from them.

AVOID LEXUS STEVEN EAGELL!!! First Lexus service they ruined the interior of my car with mud, & failed to fix the tracking on my car. Second service they AGAIN ruined the interior of my car with mud, and this time dented the door of my car! In addition, despite being ILLEGAL under GDPR regs, twice on booking a service their sales department rang me with high-pressure sales tactics to change to a new car! On complaining about this, one of their “managers” from their Peterborough branch rang me - attached - and COMPLAINED that I had ‘complained’, did not agree that they were breaking GDPR regs (which they are), and rather than apologise, told me I could not book my car into ANY of their Lexus branches!!!! AVOID - DREADFUL CAR DEALER, SLOPPY SERVICING AND APPALLING CUSTOMER SERVICE!!!!!!!

While I was driving in a 40 mph zone, my sunroof suddenly shattered with a huge explosion. There wasn't any kind of cause, it all happened instantly. I've read many cases about Lexus that has this chronical issue about the tempering of the sunroof glass. Many reported cases are evident in the UK and overseas, in particular in the US. While I was driving, I was alone, however I have 2 kids, one is a newborn, how scared and traumatised they would be if they were in the car, witnessing a huge bomb-explosion-like sound all of a sudden in a casual morning commute drive? I genuinely thought that someone shot my car as I tried my best not to be involved in an accident which this huge trauma might have led me to. I can't overcome my shock and fear while this incident happened.

I've raised a complaint to the customer service team, firstly I was told by Mark from Sheffield that the sunroof wasn't included in the warranty so I need to get it repaired by myself. What a careless and straight-forward unwilling action of answering your customer!? After I spoke to Claire from customer services, she offered me an inspection at Sheffield site (which is my closest local branch), I was told that they will decide whether it was a stone chip or any other external cause to break the sunroof or was it actually broken by itself. After 5 days of inspection and decision, Claire from the customer services/complaints gave me a very dissatisfying and teasing-like answer and this case hasn't solved yet. The outcome was that they don't have any evidence to prove that the sunroof was actually shattered itself. Claire suggested me to claim from my insurance or if I have a spare 1000 pounds aside, she proposed me to use that to repair. How ridiculous and humiliating this answer is? Is this the solution of Lexus customer service manager? Is this what their customer service representative's solution? Am I dumb not to think of this? I never felt so ashamed and humbled while talking to an authority. This is completely not acceptable. I spent my petrol and time to leave my work and to drive to Sheffield for inspection. This is a 1-2 day decision, although I am getting a decision after 1 week, I still wasn't able to use my car during this time. Who is responsible of my insurance payment, lease payment and my business loss, just because I wasn't able to use my car? It's not safe to use it like that, plus the rain comes inside of the car through the broken glass. All I heard was long and polished sentences of Claire stating that there is not any evidence to show that your sunroof has just shattered. How can find an evidence to prove that there wasn't any cause for sunroof to shatter. Was I expected to mount a camera on my sunroof to foresee that it may shatter? Claire told me that it might have broken while I was driving over a speedbump or parked under a tree so something might have fallen on the car. I asked clearly that have you seen any traces or any scratch that shows the evidence of a physical object fallen on the car? She said no. But she insisted repeating the same answers over and over again and this led the case to come to a deadlock. The whole team and Claire can obviously see that the sunroof shattered towards the outside of the car. How can a physical object make the class break towards outside? She remained silent. It is clearly not any object and the fact that she said it might have happened while driving through a speedbump is funny enough. Is Lexus manufacturing cars that their sunroof might break while driving through a speedbump? Is this the quality of your glasses? Do you accept this answer or do you also find it funny? Do you accept your customer service manager to give this answer to me? The answer and the outcome they provided me was completely illogical and not professional. I'm not a kid to tease with, I'm a director of a company who leased this car because of my business needs, and the main reason I leased a Lexus was the comfort, brand quality an prestige. I leased this car just because it's a Lexus, this car is my first Lexus. Why am I expected to close my eyes in front of this incident (or defect) despite the fact that I'm paying quite a lot to own a Lexus? Is Lexus a Fiat or Dacia-like budget brand to make their customers acquiesce sunroof shattering incident? I would like a professional and well-mannered team to handle this case and find me a sensible solution please.

I would like Lexus to repair and cover the cost to solve my issue. I'm smart enough to claim this from my insurance, but why would I accept a defect that was in the car already, especially like a brand like Lexus with a huge reputation and prestige? I'm not going to accept the answers of your customer service provided me.

Lexus Leicester

This is the first time I’d had a Lexus car 🚗 from the point of walking in and going to get information, test drive, the experience was outstanding especially Phil Litchfield excellent customer service he made me feel comfortable offered coffee ☕️ I today picked up my new Lexus UX300e and wow the car is amazing Phil talked me through everything and I didn’t feel rushed great customer service highly recommended!
Thank you Phil.

Had our Lexus NX for 5 years and is brilliant . However, they failed to tell us of the security issue despite a full service and MOT in February at Sheffield . I have since learned this was on watchdog March 13th and thieves are able to over ride the cars computer CAM bus with a simple device . Three days ago my car was stolen from my drive.

I never had any problems under the old ownership of Lexus Gatwick but my experience with an expensive 10 service on my Lexus under the Steven Eagell ownership was very disappointing.
1. When I dropped off the car in the morning I was kept waiting a long time before the service administrator saw me.
2. On returning late afternoon, having been told the service was completed, I was kept waiting even longer than in the morning.
3. I told the service administrator in the morning that the tyre pressure warning light was continually on and that I was told on the phone when booking the service that this might just need a reset and would be looked at, and I think it was already noted on the paperwork. However, this task was not completed and I had to wait even longer while the car was taken back into the workshop and the problem investigated.
4. The problem turned out to be a sensor in one of the wheels and a guesstimate of the cost to replace was given to me. I asked for the actual cost to be emailed to me for the subsequent booking in of the car for repair. I never received an email.
5. Despite the service book being left in the car for stamping it had not been completed.
6. Later looking through "your service documentation" I found the brake fluid had not been replaced.
7. I also found the "hybrid health check failed" but no mentioned was made of this to me on collecting the car!
8. I left both keys for the batteries to be replaced but I have since had a message displayed in the car that a car key battery is low!

Purchased used RC 300. Car was not prepared for collection and dents/scratches addressed as promised. 3 hours later the car breaks down with electrical/battery issue and has to be jump started. Told by sales person before driving the car away that I could return the car if I had any issues. Currently not being honoured.

They upgraded the UX system (media and maps). Great, well now everytime I get in the car unless I sit and wait I get a blue T&Cs screen everytime. You cannot move past the screen when driving. If I sit and wait I can accept it but everytime.

It's really annoying me.

Lexus customer service is awful. Promised the team who deal with it would call back twice. Haven't heard.

Arranged an appointment with the dealer (I couldn't make the initial one) and trying rearrange they never replied (or I never received it).

No point in contacting the email address as I'm still waiting on head office responding.

The customer care and attention that we received throughout all interactions, especially on the day of vehicle collection, was of the highest quality and efficiency levels.
Mr Philip Litchfield - in particular provided us with meticulous professional care, attention and time.
I would thoroughly recommend this sales executive and the LEXUS Leicester dealership.

Awful service, booked an appointment to see a car yesterday for today and I was going to travel 2 hours + for this, and then get told the car is sold now, but when I called up yesterday was not told about an appointments for today morning, if I had know then I would have booked earlier slot. Why book someone in and then have another appointment too, when you know someone will be coming from 2 hours+. Constantly being told “someone is here to view, they are about to take it on test drive”. Awful service, would not recommend, planned the day around this and booked appointment to get told this. What’s the point for an appointment then?If you want to be messed around and treated like you are buying a house who have multiple bookings go to this dealership