Lexus Reviews 574

Consistently excellent customer service. My vehicle recently had its annual service, the Coventry dealership went out of its way to make sure it was a smooth experience for me. They communicated throughout with me, kept to timings and willingly collected/ dropped off my car on the day.

After sales customer service is terrible. Their lack of communication is inexcusable. Im getting important information from metropolitan police which luxus should have given customers a year ago. The RXs have become uninsurable yet Lexus aren't willing to support their loyal customers in getting a solution to the issue. Range Rover did and have retained most of their customers. I made an official complaint which has been ignored. Needless to say, I won't buy another lexus, neither would I advise anyone to.

Charlotte, Jerry and Anthony from LEXUS reading were very helpful and friendly when my tire burst on the motorway this week Thursday. Actually better than my local one in Hatfield

I brought a Lexus UX from the Guildford dealership in December 2024 - it is a 2021 so just over 3 years old when I brought it.

I was looking for a Hybrid small SUV automatic car as I had sustained an injury to my left foot which meant I could not comfortably drive a manual anymore.

Having decided on a Lexus UX I was then made aware that the Toyota Rav (From the Toyota Lexus Group) was easy to steal. I was concerned about this because my car would be parked on the road. I raised this issue with the dealership before picking the car up and again when I collected the car. I was assured in no uncertain terms that Lexus UX was a secure car. It is not.

I also had problems getting the car insured - both Churchill and Aviva declined to insure it, which should have been a warning to me. But sadly it was not.

On 18 June my Lexus was stolen in the early hours of the morning. I did not realise it had gone until 2 days later. I am not sure if it is lucky but I was able to find my car and it is now being fixed. Though I still haven't got it back 3 weeks later.

I have contacted Lexus Guildford and explained that I was very unhappy that I had been sold a car which I have now found has very poor security ratings. It took me calling Lexus daily for three days to get someone to respond to me. That person - Luke the Business Manager listened to what I had to say and said he would investigate. He did say he was not aware of the security risk associated with my car and tried to tell me they were very secure. I have been advised by the garage repairing my car they had 4 Lexus with them currently that had been stolen in the same manner as mine. The mechanic actually showed me how the thieves had gained access and I was shocked at how easy it is to get into the car.
Over a week later no one from Lexus has contacted me. I feel that Lexus should at the very least acknowledge that there is a problem as well as provide the assurance that they will actively address the issue that enable the car thieves to access my car with ease. They should also make an effort to remedy the problem on existing models such as mine.

If you are thinking of buying a Lexus UX I would strongly suggest that you question the dealership about the security of the model you are buying and think very hard about whether the information you are given is correct. I now have a car that in my view is not fit for purpose, unless I go to the additional expense of getting a separate immobiliser fitted.

I feel Lexus provide very poor sales and after sales service, which given the cost of the car is more than just a little disappointing.

On Monday 14 July I received this response from Lexus. Needless to say I am disappointed.

‘The customer, and we must not forget the emotiveness of what has happened, is a victim of a criminal act, most likely caused by criminals' part of crime syndicates on an industrial scale who have the time/resource/expertise and tools to steal this and many other cars from most manufacturers.
The customer has an asset which they want and they will stop at nothing to get it. They will also cannibalise and cause destruction if they don't get what they want.
This car had a Tracker and they probably realised this and have caused the damage they have - maliciously and indiscriminately - there is nothing Lexus can do to stop or prevent this.

It may be worth taking a look at the recent C4 documentary (Dispatches) on vehicle crime as you can see how widespread, easy and organised it is. It also showed that the police and authorities cannot cope or do not have the resource to combat this crime, given its scale.
This is ultimately an insurance matter and so this is the route they would follow. There is no fault/defect or flaw and we cannot offer compensation as the root cause is a criminal act.

Vehicle security remains very important and we have set-up an in-house Security team and have spent millions of pounds on devices such as Tracker (which this car had installed). This is an accepted security enhancement device according to the insurance industry. We also know that TMC are continuing to look at the security and global architecture and that software changes on newer models are continuously being improved. I would also venture and say that these criminals are using the dark web to purchase expensive equipment which can only be used for criminal purposes.
We also need to remember that vehicle crime is not new - it has always existed and the methods used varies over time and from model to model- it is now more organised and not random. Crime stats for vehicle crime have also gone through the roof post covid and following the war in Ukraine as the demand for parts etc has sky-rocketed.
Hope this helps but there is nothing we can say or do over the above accept to acknowledge and empathise that Mrs Studham has been a victim of crime

Bought Lexus roadside assistance after warranty ran out which included it. European breakdown included. rang them with a flat battery charge they said it is the weekend so we can’t do anything except tow your car to a garage. The car is not towable and all I need is a battery charge or a jump start. 6 hours later. No update. No call No assistance. Lexus you should,not sell this product 8

Was sold a minor damage insurance policy when we bought our car. Total rip off. Overpriced to earn salesman commission. Made a claim for small chip and it was turned down. Made another claim for small scratch and heard nothing 31 days later.

That’s on top of only getting one key when we bought the car. Wasn’t told in advance or we would not have bought it. Salesman told us it wasn’t a big problem!!! If we lost the key we were totally stuffed as no means of accessing the car.

Got second key after fuss but never buying another Lexus. This is after owning multiple Lexus cars.

Wow Fantastic professional customer service. I have just come back from Lexus at Fort Dunlop Birmingham. I had recently purchased my new Lexus NX 450 Hybrid, fantastic, however being at a certain age and not fluent in IT, I dropped in unannounced to ask if they could help with the digital screen. From the moment I walked in the showroom I was welcomed and greeted by the wonderful receptionist lady Julie who introduced me to their service manager Drew, who could not be more willing to help, he accompanied me to my car and asked how he could help, once I explained what I needed, he showed me in a very professional manner, once he completed he asked if I had any other queries, to which I said no, he then provided a complimentary car wash, all whilst I sat in the luxury showroom drinking a coffee made by Julie admiring their range of luxury quality cars. Julie, Drew you are a credit to Lexus and that's one of the reasons I am a repeat Lexus buyer, Thank you Mr P

When I purchased my first Lexus ,I was very impressed by their professionalism and honesty. This changed when I purchased the replacement from Derby and took out their additional 3 year “car care “ cover ,paying in advance as requested. This car was stolen in less than 1 minute from my drive due to the apparent flaw in the security system enabling it to be by passed. I purchased a replacement from Lexus ,Bolton and took out the same cover on the proviso that my unused two years cover be credited(actually 3 years as I had never claimed) I was then informed that Bolton uses a different Company for this service and it could no credit the unused years. It is bad enough having your car stolen through it having a known fault that some people had been informed of but not me. When purchasing the car in Derby you are in the hands of Lexus and so you assume the care plan is Lexus ,not some other Company with whom Lexus can just take a rake off. This was not made clear. I have since reported this to Lexus and received initially an e mail saying they were contacting Derby but despite my follow e mails I have not received anything else
Many years ago I transferred my allegiance from Land Rover and Jaguar and were impressed that my car was handed over at a tea ceremony emphasising the detail and professionalism associated with an established premium brand. How times have changed!

Never will I ever buy another Lexus or use Lexus Financial services ever again.

For context, I bought 2 brand new cars with Lexus, spent with them circa 75K in total.
I have ALWAYS paid my credit agreement on time.
At one point I felt that my situation might deteriorate and I called them to see what help they can offer, all I've been asking was a 3 month payment holiday.

And this is where it all went downhill. The company treated name like a criminal, interrogating me on everything and I felt that everything I was giving them was used against me. Don't be fooled - they are not there to help you - they are ONLY guarding their own interests, all they care about is whether they can recover their money. Everything you say to them will be used against you and will actually put you in the more disadvantaged position.

In the end I had to pay off my agreement with a higher interest rate credit cards. And I told them about it. But do they care if this is putting me in the financial distress - absolutely no. Nobody cares.

Be careful what you say to them and better ever find a more responsible lender on the market.

After a poor experience with a Honda CRV I decided to look for a Lexus (being a Yorkshire man I wanted good value!).
I bought a 9+ year old NX300h with only 32,000 miles on the clock and full Lexus history.
When checking the warranty re. the hybrid battery Lexus warrant it for 15 years / 100,000 miles providing it has an annual check (£57 inc.VAT) which I believe is excellent.
For many years I have believed that a car is only as good as it's dealer and I have found Monty's of Sheffield excellent ( I have no association with the dealer).
The car itself is very good. No, it wouldn't suit a petrol head who want's a sports car, but, for our use it is superb.
The interior is luxurious, the car, generally, is very quite and for long journeys it 'wafts' along very nicely.
On two trips across Spain it has averaged 40-45 mpg which for a heavy 2,500cc petrol car is pretty good.
The hybrid system is very clever and efficient (winter does have an effect on fuel consumption) and locally (in a hilly area of Yorkshire) we seem to average around 36 mpg winter and 40 mpg summer.
Many reviewers seem to dislike the CVT gearbox but we have found it very good. Yes, your driving style has to be different, but, I have driven many different cars and find it very relaxing overall. One of the biggest tests is the route from Motril to Granada in Spain and I honestly believe the 'traditional' automatic is more 'vocal' regarding noise.
Minus points are very few - the sat.nav. is over complicated ( I use my old Garmin with all the favourites on board!) and the suspension is fairly unyielding ( I believe this was improved on later models'), but, the car handles very well at speed.
Overall we are very satisfied with the Lexus NX300h and will hopefully keep it for many years!

If you are looking to purchase a second hand car from Lexus Carlisle which is part of the Parks Motor Group, make sure you check what they are selling thoroughly, and then do it again.

This is my experience with them.

I saw a VW Touareg (registration MM69UYW) in the Autotrader. Looked exactly what I was after although priced a little high at just under £34,000.

After a conversation on the phone with the sales rep, I was advised I could secure the vehicle for a test drive by placing a refundable deposit on the vehicle which I did.

I booked an appointment for a test drive that went well. I asked all the usual questions about service history and any issues with the vehicle etc and was told it was main dealer service history and no faults on the vehicle at all.

After visual inspection of the vehicle and the test drive, I found that the rear tyres were only just legal and when I pointed this out the sales rep stated that the tyres would be changed prior to me purchasing the vehicle.

The following day, I got a call from Lexus Carlisle telling me that they would not replace the tyres as previously promised.

It transpired that there was very little profit left in the vehicle due to Lexus having to pay out a considerable amount of money to have a major electrical fault fixed on the vehicle.

I at that point made it quite clear I did not wish to continue with the purchase as the dealership had made a conscious decision to withhold information from a potential customer.

Two weeks later and many emails and calls to the dealers and I'm still waiting for my deposit to be refunded.

How this helps people when making a decision on buying a vehicle from Lexus Carlisle.

Full of airy words about 'customer experience' and 'customer outcomes', but the actual customer service is abysmal.
I had to pay off the PCP agreement that my late father had on a Lexus bought shortly before he died, and Lexus provided me with misinformation about when the agreement had to be paid off, which they later changed. When I paid installments of the loan, no receipt or acknowledgement of any kind was forthcoming.
I'm now chasing them trying to get the account closed, and trying to speak to someone, or get any response is virtually impossible.
The absolute pits.

Update. 10 Jun 25.
Following a discussion with the Site /Dealership Manager at Teeside, l am now pleased to say that the response l received from both himself and the Sales Rep has been very favourable. My car Service Log Book has been updated and l have also received the outstanding paint. Thank you to all parties involved in following through with my issues.

I purchased a Lexus LBX (Age: 7 Weeks Ex-Demo) from Lexus-Stoneacre at Teeside. Living 120 miles from this, l had to take a train to get to their showroom. However, l was picked up from the station by one of the Sales Team. Although the car was handed over in a good condition, l was faced with the following issues:
1. Only one car key was available at the time of collection. The other one was locked away in a safe and the manager who had access to this, was away on holiday so the Sales Rep wasn't able to gain access.
2. Not enough time was allocated for a full handover, although the controls etc were explained to me, otherwise it may have identified some of my other issues.
3. The next day (After driving home) there is a production/quality issue with the Windscreen Washer Bottle - only small amounts of liquid can be added at any one time. It takes approx 2 days to infill half a pint. This matter is on-going with the Tech/Production Dept at Lexus UK.
4. All the tyre pressures were wrong - too inflated. Correct pressure should be 33 PSI but tyres differed from 36.5 - 38.5PSI. Please note the tyres were checked when cold, the next day.
5. There were 2 bunches of leaves under the bonnet. Clearly indicating that although the car had been cleaned inside and outside, l would suggest that fluid levels etc underneath the bonnet hadn't been.
6. The Service Hand book hadn't been completed. There is no evidence (from what l have) of the PDI/Quality check being completed by the Dealership when this car was delivered to them.
7. I ordered a Touch-Up Pen/paint stick and paid at the time of collecting the car. Although various people at different locations are looking into this matter, l have still not received this.
All in all, it is the before and after service l am not happy with. This low level standard of service is not what l expect from a main Lexus Dealership - hence why l have only allocated 3 Stars.

I have a Lexus RX Sport which has been a brilliant car for the 3 years that I have been driving it. I bought it from Lexus Hatfield and took out all the insurances sold by the dealer including Complete Wheel Protection. This provided for up to 10 alloy wheel repairs for 3 years and cost £490.
I recently tried to have one of the alloys repaired. The repair was approved by the insurer "Premier Solutions" and was assigned to a repairer. They took one look at the picture of the wheel and informed me they couldn't repair it. I was the assigned a further 5 repairers over about 8 days, who each in turn declined to make the repair. I was told that these particular alloy wheels could not be repaired as it was impossible to get a colour match. I then contacted Lexus at Hatfield who were aware of this problem as they told me the only way to get the alloy fixed was to respray all 4 wheels a different colour.
They promised to get back to me with a date to get the repaired sorted, but they have never come back to me.
I believe I was mis sold this insurance cover and would recommend any future customers do not take out this cover.

I went to do a full service on my Lexus CT in Ipswich. I was informed that the service would take about 3 hours. The cost of the service was £505. I picked up the car after about one hour and fifteen minutes. I thought to myself that they really are good and fast. Two weeks after the service I went to do an MOT and the car failed the test. Ineffective handbrake. That's when I realized that for so many things that should be done during a full service by Lexus Ipswich service it should take 3 hours not 1 hour. To sum up Lexus Ipswich service did not do the job that it should have done and took the money for it. I do not recommend this service and will never go there again.

We just received our new LBX TAKUMI DESIGN.
The car is fantastic. We ordered the car from LEXUS CARDIFF.
The customer service we had was faultless from star to end.
Pater who was helping from Toyota at Lexus due to a member of staff leaving, put all our worries to onside not knowing what was going on with our car. He was amazing, couldn't do enough for us. He made the process very smooth. He also picked us up from home to take us to the showroom. We appreciated this very much. He even let us take our dog Chester with us. He is a real gentleman and credit to your company. The whole experience from Lexus had been fantastic. From Shaun, Peter, customer service staff.
A special thanks to Ollie who did the handover who was very knowledgable, and helped us understand the workings of the vehicle .

Experiencing the worst customer service with Lexus Financial Services.

I've been trying and failing through multiple avenues to get hold of LFS. Their call queues just go unanswered - I've given up breaks at work/finished work early to try to get through, waiting in queues well over an hour to never speak to anyone. I have sent multiple emails to them dating back nearly a month with no answer. Live chat doesn't exist as there's never an agent available.

How on earth does anyone get to speak to these people???

I have a Lexus NX which has been a fantastic car. At the point of buying it I took out all the protection insurances sold by the dealer. As the saying goes you only find out how good something is when you need to use it. Today my car has got a puncture so I contacted them and was told they cannot do anything until Tuesday as they do not work weekends and Bank holidays. At the point of this product being sold to me I was not advised that it only covers weekdays. This policy cost around £500. Obviously punctures must only happen in the eyes of lexus on weekdays meaning this policy is not fit for purpose. I am now in a position whereby if I drive the car and damage the alloy it becomes my fault. I had to give 1 star as there was no option for none. Please think carefully before buying this product.

I’ve been looking to change my car and one of those on my shortlist was a Lexus RX. Visited Lexus Glasgow to look at the vehicle and find out some specific information. Salesman promised to get back to me with the information and arrange a test drive. He never followed up my enquiry. As the vehicle did meet my requirements, I decided to try again and spoke with a saleswoman and arranged a test drive. On the day of the test drive, I unexpectedly finished work early and phoned them to see if I could attend earlier than planned. The receptionist said she would try and get someone to assist me. When I attended, however, I was told no one could assist me. So I left. No offer of hospitality, no effort to ask me to wait for a short time, while they got someone to help me and since then no contact to follow up and arrange a test drive.

So, all the claims that Lexus make about quality and customer service are just words. If this is the experience before someone buys a car, I can only imagine it would get worse after a purchase. Needless to say, I won’t be buying a Lexus.

Lexus Hatfield , applied for a test drive , apparently I need to decide which model I want to buy before I test drive so I need their advice first ??? bizarre I thought a test drive was to decide which model to purchase, apparently my money isn’t of value here very condescending !!!