Lexus Reviews 570

Six month old Lexus LBX has developed strange technical problems. Lexus left me stranded in Málaga miles from home with no courtesy car. Shocking service from dealer and national assistance. I would NOT recommend Lexus.

I purchased my first ever Lexus. A 2022 plate Lexus RX450hl from Glasgow Lexus in December 2023 for 42k and in February 2024 got a call saying service is due at £650. After arguing I’d only bought the car 2 months ago it was oh sorry your service is not due till March. Anyway had to book in for April and pay £650 because I was told my warranty would be affected if I didn’t get car serviced at manufacture interval. What absolute nonsense the car should’ve been serviced before it was sold. Absolutely disgusting from a Lexus garage

Having been in hospital for 2 weeks and now recovering (a month) my RX350h battery was dead and I could not get into the car, (I tried & tried with the key). I called Lexus Hull for the Lexus Assist Tel no and whilst on the telephone asked to speak to the Service Department. Within 20/30 minutes Chloe arrived opened the car (To my embarrassment) within seconds!
She got the car started and it is still running to charge up the battery. I would like to sincerely thank the Serivce Deptartment of Lexus Hull and especially Chloe. All in the finest of Lexus tradition. Again sincere thanks

Richard Randle

I have recently purchased a CT200 from Lexus Cardiff and was very happy with the service from Alex he was informative and helpful from start to finish. I would thoroughly recommend him and all the staff, they were helpful and courteous at all times. Thank you so much and looking forward to driving my newly acquired car!

I am now on to my 4th. Lexus and have always been delighted with the service department at Lexus Newcastle. The Service Manager, Kevin Dand always goes above and beyond to make sure that everything is to my satisfaction before handing my car back and his advice is first rate.

Back in october i had been looking at the Lexus NX went on forums for opinions etc, lexus got in touch and offered to book me a test drive with the local dealership. within 30min i had a call back and book a test drive from to moment we arrived at Lexus preston (lancs) we were greeted & treated like friends, nothng was to much and all our queires were answered no matter how trivial they may have sounded,

I recieved my NX on 7th March delivered to my door, we found a small dint on drivers door ( don’t think anyone in particular to blame as it could of happened anytime from factory to delivery and as it had been raining it was hard to spot with a shiny new car and rain dropplets all over. got intouch with lexus preston not a problem bring it in and we with sort it true to their own word dropped car off and had it back within the hour, all sorted and car got a vacumed as well, i cant fault the service ant treament i got and have no problem in recommending lexus preston as a dealership to get your LEXUS model from in the future.

Our experience with Lexus Edinburgh has been frustrating, arduous, and ultimately disappointing.

What went right? When you’re physically in the dealership, the staff are attentive and professional, making a good impression in person.

What went wrong? Communication was a constant struggle. Simply getting hold of someone required multiple calls and emails, often with no response. Booking a test drive took several attempts, including an in-person visit, just to confirm we were actually scheduled. The test drive itself was smooth, and we loved the vehicle.

Placing the order was relatively straightforward, but from that point on, updates were non-existent. Despite being told the car might be available, we received no proactive communication. Again, we had to chase for information—multiple calls, emails, and even another visit to the dealership (a 50-mile trip for us). Each time, we were reassured that they’d “get right on it”—but nothing changed.

Eventually, we decided to cancel the order via a direct and detailed email. Weeks later, we have still received no response at all.

This experience has left us deeply disappointed and taking our business elsewhere. Given this level of service, it’s no surprise that Lexus vehicles are a rare sight on the road.

Bought a 2 year old UX 250h about a year ago. The idea was to find a car and a brand for life. The plan was to replace it with a fancier version in a years time (right about now). Instead, here I am, locked in an arms race with thieves.

6 months ago a FIRST thieft attempt was made. The thieves used the famous CANBUS vulnerability (which Lexus DIDN'T mention) to get into the car but didn't have a cutter for a mechanical wheel lock.

Lexus Sidcup said I'd have to wait for 1 month to get the molding and wiring fixed. After a (very) angry conversation they did it all within a week, also doing £500 worth of repairs + a tracker.

2 days ago I woke up only to find my UX 250h gone. SECOND attempt. In 2 hours the police returned the car thanks to the tracker's radio directional signal (not GPS - that was jammed). CANBUS vulnerability strikes back! damaged molding, wiring. The thieves also knew about the tracker somehow but couldn't find it. Interior and exterior damage, probably wiring.

Lexus can only fix things in a months time...

In the meantime. 2 theft attempts in 6 months. Will probably have to deal with security by adding more hardware.

Lexus Financial Customer Support channels are incredibly frustrating. If you want to get into the ecosystem (i.e. buy a car on finance) they will be all ears with multiple agents and emails flowing your way.

However, if you want to exit the ecosystem due to any reason, they will dismiss you at the showroom and you can't reach the customer support channels, email, chat or phone.

Email - Its been 14 days since I sent the email, and no response as yet, not so much an acknowledgement.
Phone - the wait times are over 45 mins, and only during working hours. How can any reasonable working professional find more than an hour on a working day. Do you actually expect someone to take a day off to call you? Plus the IVRS says you can manage your finances online, but where, the portal doesn't have any such option.

Finally - Chat says there is no agent available.

I purchased a used Lexus RX450 from Preston Lexus and I'm pleased to say the experience was excellent.
Klaudia, met me and my wife displaying both a professional yet friendly manner, which made the purchase so easy.
We look forward to our Lexus ownership.

Ordered a car end of 2024. Not the best service and they didn't even know stock correctly. Always pushed for 5 stars when it should be customer decision. Didn't know about EV chargers and offers etc. Ordered an EV charger and then the headache got real.
Hive start the communication then it goes to British Gas. They discriminate and when called out, they cancel your order. I have filed a complaint with BG but not had any acknowledgement etc. They said Lexus only do a wall box which is incorrect unless Lexus is breaking advertising laws. I sent them the lexus link. Then British Gas came back and said they only do wall boxes. Then why do Lexus/Hive use them. I have given Lexus head office the chance to sort it out. My brother in law uses Lexus for his company etc hence why I went to Lexus.
I have a pedestal, an EV shut off switch.
**Be careful as British Gas have said they will add extra costs to the invoice if they are not happy with any bonding.** My bonding is like new. I wasn't getting ripped off.
I can't add the link but I have provided the proof that Lexus offers both wall or pedestal.
lexus.co.uk
electric-cars
installing-a-home-charger
Mounting: Wall or Pedestal.
Here is what BG said:
Thank you for explaining the reasons for the post however British Gas do not offer a post installation so I will email Lexus and advise that given your only option is to install onto the post we are not in a position to continue with your installation.
UPDATE
After approximately 3 months my car's battery had to be replaced. This is a 74 plate car and not a used vehicle.

Jim the driver who picked up my car was very helpful on time and very communicative would highly recommend

I sold my car in exchange two years ago, but they still keep sending me notifications that the MOT for my old car is due... Seems like they have some issues with their system! 😉

I’m very sad to state this, but I had my Lexus serviced at Snows, Exeter in September 2022. And I found there level of customer service inexcusably racist. With the exclusion of the lady’s and gents on the reception desk - they were lovely. But the chaps I had the misfortune to interface with, of whom were carrying out the service, and the service mgr and Lexus engineers, were insufferable in therir mannerisms towards me as a customer of colour. To make matters even worse they messed up my vehicle after spending 1000’s in service bills. They left me with a steering wheel that was extremely off centre, misaligned wheels making the car veer constantly to the left, and a suspension system that felt as though I was driving a wallowing canoe. Please do not trust these engineers at Snows. They do not treat you cordially. To give you another example of how Snows engineers view people of colour with arrogance and disdain, I was waiting patiently to pull into a customer car parking bay, but couldn’t as a Snows rep was busy squatting in front of my car speaking to another customer. Instead of allowing me to pass him and park, he carried on with his convo for a good 5mins or so, until eventually I had to exit my vehicle, and politely indicate to him that I’d like to park. These people are not representative of what people in Exeter are like! I’ve studied in Exeter, and have fond memories of the predominantly Caucasian inhabitants in this picturesque City. So my advice would be to proceed with caution when considering servicing your car at Snows, if you are blessed with melonated skin tone.

Had a fantastic experience with Phil and the team at Preston over the last 4 years.
I had a company car from 2020 -2024 and visited the service centre numerous times. Nothing was ever too much trouble and I would be given updates regularly regarding the progress of the service.
I often would wait with the vehicle and do some work and they often gave me an office to work on with plenty of tea or coffee too. Great professional service from them all.

I purchased a 2021 Lexus NX 300h F-Sport Premium Plus, priced around £29k, from Lexus Birmingham in Sept 2024. Purchasing experience was good as the sales staff were helpful and welcoming. However, when I informed the dealership of irritating noises coming from underneath the car, the attitude of the General Manager became highly uncaring and unprofessional. … The service department had three unsuccessful attempts in Sep, Oct and Nov to sort out the issue, but unfortunately the noises persisted. It turned out that noises were due to the ‘creaking of chassis and suspension related components’ that made the car dangerous to drive and unfit for purpose. This meant that during Sep-Nov, we had been driving an unsafe car, without knowing that we were putting our lives in danger, though the GM at Lexus Birmingham knew the situation full well. In fact, by not taking the matter seriously, the GM’s inaction equated to ‘reckless negligence’ which is a criminal offence. … In Dec, I formally requested that the car be taken back, and full refund organised so I could purchase another car. In doing so I was exercising my right under the Consumer Rights Act 2015 (CRA) to ‘reject the car as a serious fault existed at the point of sale’, but the GM kept quoting company policies. Eventually, after several emails in Dec 2024, the GM agreed to refund what I had paid, minus usage charges. Although, following the CRA, the GM could have resolved the matter much earlier, he was intentionally delaying it. All this is well documented in my emails to the GM. … It is important here to mention that we returned the car on an afternoon in Jan 2025 but the following morning the car appeared for sale on Lexus UK website. I doubt very much that the problem of noise was resolved. A question arises here that if Lexus Birmingham did manage to fix the problem in one afternoon, then why their multiple attempts at resolving the issue remained unsuccessful. Now my worry is that if the next buyers do not test drive the car properly, then they may purchase the said car that is ‘unfit for purpose’. … At the time of writing this review on 28 Jan 2025, the car is still being advertised for sale via the Lexus website. I would suggest that Lexus UK look at my emails to the GM and investigate the way the GM at Lexus Birmingham deals with customers and how he conducts his business at the dealership. I would also suggest the buyers to be aware when purchasing at Lexus Birmingham.
................ Rehana (Zaigham) Mahmood

Disappointed with Poor Service Experience at Sidcup Lexus

I’m deeply disappointed to be writing this, but my experience with the servicing team today was unacceptable.

I had booked a service online following the usual procedure. Given that the garage is 45 minutes away, I clearly noted in the booking that I required a hire car for the day, as I needed to pick up my two young children from nursery. This morning, after an hour-long drive through traffic to reach Sidcup, I was informed on arrival that no hire car had been arranged.

I was directed to the service manager, who read out my booking notes, confirming that I had indeed requested a hire car. She also mentioned that a voicemail had been left to inform me there were no cars available. That was the extent of their effort to communicate this critical information.

When I questioned why they hadn’t made additional attempts to contact me—such as calling again or trying alternative communication methods until they got a response—the service manager’s responses were both dismissive and unprofessional. Her exact words were, “Do you think we should have continued trying, yeah?” followed by, “There are no cars available today. I can’t magic up a car for you.”

During this conversation, another instance of unprofessionalism occurred. Nearby, some Sidcup Lexus staff were swearing loudly in their conversation, which the service manager also overheard. She interrupted our discussion to shout “Oi!” at them, calling attention to the inappropriate language. This added to the overall feeling of poor standards and unprofessionalism throughout the experience.

This situation caused significant inconvenience to my family and me. My wife had to take the children to nursery before heading to work, resulting in her being late to her office. I then had to drive an hour to drop off the car, disrupting my own workday. On top of all this, I was subjected to condescending behavior and poor communication from the staff.

Adding to the irony, while this ordeal was unfolding, I was receiving emails from the Lexus sales team about potential new cars—highlighting a glaring contrast between how Lexus handles sales versus servicing.

I chose Lexus for its reputation for prestige and exceptional customer service, but this experience has left me questioning whether I want to continue my relationship with the brand.

Lexus Bolton
An approved used car no longer means approved used! They buy them by auction without a Lexus service history, they are vague about the history of the car and dodge awkward questions. They argue the toss with you when you call them on it and make you feel like your a problem.
They showed me a figure which I could afford and didn’t clearly explain that there would be another payment to come out due to there being some negative equity on my trade in.
This was never the case before and the staff couldn’t work out what it was and didn’t come back to me until 3 weeks after I asked. (I had to contact them)
They promise to contact you and don’t bother.
They then often say they have been on holiday even though there is no out of office on their email. From walking in before you’ve decided to buy a car they try to force additional products down your throat, extra insurances paint protector etc.They even add them to the price without you wanting them in the hope you’ll feel awkward refusing them. Whilst being excited about collecting a new car they try and groom you to leave them 10/10 reviews when Lexus Uk call for your opinion.
Then to top it all off they send a manager in to groom you some more.
They even call you a few days after you’ve driven away to ask if you’re happy with the car then try to make sure you’re happy to leave them full marks.
Just so we’re clear that this isn’t just the staff the manager is the biggest lier of them all. Don’t use Lexus Bolton!! Don’t take anything for granted!!! Ask as many questions as you can, Wait for answers!! Don’t be took in by them pretending to remember your name and offering you coffee!!!

Mid-sold a used vehicle in regards to service history. Had to pay out of own pocket due to the mis-selling, no response from Lexus hierarchy, only customer relations. No urgency when the customer (us) is out of money, but when you owe them money they’ll be straight on the case.

Lexus Preston is such a nice place no pressure selling here the whole experience was just wow I kind of felt at home and didn't want to leave ii did not buy a car but was made to feel important and appreciated even after telling the staff that I was only window shopping even after that they went above and beyond giving me coffee and even offered food I will be back once I'm confident in making the move to ev. From what I've looked at at other dealerships lexus looks the way forward.