Lexus customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Lexus.

Jan

Posted by Anonymous

on 1/29/16 at 11:28PM

Good evening my name is Sylvia Ballentine-Knight, I am the owner of a 2007 Lexus RX 350. I had complained to my service team at Johnson Lexus in Durham, North Carolina that the vinyl across the dashboard was starting to crack, but shortly after that maybe six month later, I received a service recall on the problems Lexus were having with unusual cracking and damaging to internal vinyl decorum. I immediately called Lexus and said I needed to bring my vehicle in for repair based on the recall mandate. They have told me at least ten times that the parts were not in to repair my car. I am contacting you, because just four day ago January 26, 2016 my two year old daughter who was playing in my parked car started peeling the crack and chip vinyl (I initially did not notice her doing this because I was detailing my vehicle) and putting it in her mouth in which a large piece go lodged in her throat and it literally scared me and my husband to death. She was choking--hyperventilating, sweating and was turning blue. I snatched her up and turned her over and started hit her back and mouth swept her in which this large piece of vinyl was pulled from her throat. We are very upset over this matter, because this could have been prevented and yet Lexus negligence could have created a liability issue and because my daughter could have possibly choked to death. I have documented this incident and truly believe this could have been avoided and prevented. I was at Lexus a week ago and they told me it would be 8 to 12 months before they can repair this damage. My husband and I are very upset and we are notifying you of this incident and the problem that I have been experiencing with Johnson Lexus over this dangerous recall. And we need your help to get this problem resolved; I do not desire for my daughter to experience this again.

Jan

Posted by Anonymous

on 1/24/16 at 3:35AM

My name is Osama Sharaf and I am a captain with Saudi Airlines flyin B-777 airplanes. I had an accident a few days ago with my Lexus 430 car. The other driver was going the opposite way on a one way street but did not know since the one way street sign was missing. I took my car to the local dealer in Saudi Arabia to fix it believing it was the best place to do so. The local dealer would not tell me how much he would charge me to fix my car unless I payed US $ 100. I aksked him to tell me the cost verbally if putting it on paper is a problem. He again refused to tell me anything, even when I asked for the cost of spare parts he asked me to pay about US $70 before telling me how much they cost. I then asked him were the candid camera was for my disbelief of what was going on. It turns out that Lexus's policy in Saudi Arabia demands that you pay money before the dealer can give you an estimate or even spare parts costs. Of course I took my car somewhere else to have it fixed and thought everyone should know my story.
Best regards,
Osama Sharaf

Jan

Posted by Anonymous

on 1/6/16 at 11:53AM

I have always used fall Lexus in Beverly Hills. We always do our service on time. Yesterday Jan. 5 2016 I took my car in. I learned they are under complete new management. They came out wit almost six thousand dollars !!!! I asked why wasn't any of this seen a few months ago? They had no answer!!! Cracked motor mounts, bad back brakes, some kind of power steering fluid leak which they say is 2500.09. And more!!! Why does my car drive perfectly and make no sounds?? We decided to have the 70,000 oil change and checkup done and we would talk and maybe go elsewhere, a different dealership. Then they came and said we could not!!!! That we had to do brakes or could not keVe and how much would we pay for the brakes!! In other words they would cut the price!! I am appalled!! I've never been pushed like this!!! My husband was in important meetings and they insisted I keep calling him!! We said ok!! Do the brakes!! That was 10:30 yesterday and it's now 10:47 am if the next day and I still don't have my car. We are now worried about what they are doing to our car!!! We will never ever go to Jim falk Lexus in Beverly Hills again!!! It was never ever this way before change in management!! We are considering selling the car And although we live iur Lexus we think it's time to look at a different maker!!! Very bad experience!!!!! Lexus used to be all about customer service. Now it seems they are all About hard sell. I have no problem at all writing a check for 6000 but the way this was presented I would never let them fix my car!

Shawn Pilato

I would love a call from Lexus!! They dont need this kind of representation!!!

Dec

Posted by loyal customer for 15 years

on 12/28/15 at 9:02PM

Hello ,I am a LEXUS owner since November,1999 until this day, our first car was the RX 300 ,then we have the RX 330 our second car, then RX 350 our third car RX 350 our 4th car and our 5th car is GX 460 for the last 15 years we are loyal customer and never been rewarded for being a loyal customer. recently we are having problems with the dealership we are trying to traded in our GX460 for a lower monthly payments, unfortunately we are like lost and nobody seems to understand our situation , for the last 15 years until this day nobody even care. And Lexus financial doesn't want to work on our loan due to my husband's change of job. For the last 15 years, how on earth you guys will ignore and don't even care our needs, you made a lot of money from us and to this day we are asking favor until my husband start his new job and get his pay check can they move the payments to the last loan payment. We are responsible customer and called up so many times to help us but nobody seems to understand and care. I referred my friend to get a Lexus and they did. I spread positive words about Lexus until this day , Lexus don't care. I guess its the right time to let go of our loyalty, when we get settled with our finances , i will definitely not going back to Lexus unless you guys are willing to meet us half way. If you care you can email us and give us your contact phone number and explain more of this situation. If you really care your 15 years customer.

Dec

Posted by Mohajit

on 12/16/15 at 7:25PM

My LEXUS ES 350 meet with accident truck hit my car and it is total heavy impact (send pictures to Tri country Lexus RT 46 NJ)

Not a single air bag poped up so safety future was not working I would like to buy new Lexus for replacement but nobody from Lexus contact me and advise me why airbag not poped up

If some body will advise me then I will consider to by ES 350

Please advise

Thanks

Mohajit Vaishanav

Dec

Posted by Anonymous

on 12/16/15 at 9:55AM

I am ne of those many unsatisfied customers. Having owned a Lexus for the last 12+ years I am totally appalled at their customer service, bot with ealership as well as he man copany itelf. Iam now waiting for mor than 5 moths to ave my dashboard crack on my 2006 RX400H fixed.Everytime I call he dealership of Meade Lexus at Southfield Michigan gives me a diffrent response.Will thi issu be ever fixed????????

Nov

Posted by Anonymous

on 11/19/15 at 4:08PM

Called three times five minutes plus never reached anyone ridiculous!

Oct

Posted by SamAsh

on 10/29/15 at 6:35AM

Do all NX200t come with ALL-SPEED Dynamic Cruise Control? How I make sure that I am getting the one, that does? Reps on the phone and email have no clue that NX200t comes with ALL-SPEED at all. Unbelievable ignorance and really poor management - not to give technical updates to customer service, unforgivable for such a great luxury brand. Mercedes and BMW have all the correct answers right away. Guess they care more.

Oct

Posted by SAM

on 10/23/15 at 2:36PM

Took my car to Lexus Service center Orlando. Got an estimate of about $3500 for repairs. It was in early October, 2015.
Got my car toed and took to local mechanic shop and they fixed for $692. Repairs Lexus wanted to do were unnecessary,. They wanted to take advantage of me as I never questioned them for last 10 years.

I called customer service ( in California) and they wanted me to email receipts for work done at other shop. I emailed them and after 2 days they came back with a shameless and ridiculous offer, which I will not describe here.

I will like this review to go to CEO of Lexus as I want him to look in to this matter, as it is unethical to provide an inaccurate estimate, and probably it is fraudulent to prepare such an estimate.

I am willing to get my car inspected by a third party. I may also be willing to refer this case of deceit and fraud to a long time customer. But before I go on a legal tangent and involve some agency I will like to have a fair resolution of the matter by Lexus.

Regards

Sep

Posted by KarenD

on 9/18/15 at 10:44AM

I have been waiting for over 3 months for a new dashboard to be replaced in my Lexus RX350. It seems that there are over 1 million others with this warranty extension problem (cracks and melting of the dashboard), and basically I will STILL HAVE TO WAIT! Very exasperating! It makes me think twice about buying another Lexus.

Aug

Posted by Anonymous

on 8/25/15 at 3:35PM

Recently I had battery replaced on my 2010 ES350 Lexus at one of the Lexus dealership.
The cost of battery was $105, and $49.95 for installation for battery that almost 50% of the cost of battery.
Normally battery installation is free which makes $49.95 installation cost by dealership rediculous.

installation.

$49.95 installation cost for a battery that is almost 50% of the cost of battery seems rediculous.

Aug

Posted by Anonymous

on 8/24/15 at 3:51AM

I have a 2013 Lexus. LOVE LOVE LOVE my car. I treat it like a baby. Still smells brand new and has been garage kept. My concern is I am moving to Sunset Beach, NC and will be living in a condo until our home is built and no garage. I am very worried about my car in the sun and sand. Is their a product I should use on my car to protect the paint and do you have a REALLY GOOD CAR COVER that will protect my "baby" from sun, sand, rain, dust, etc. Also my tires would need to be covered as well. Please help when you purchase something as special as a Lexus you want to keep it looking brand new. I would appreciate your help
Donna Childress

Jul

Posted by Anonymous

on 7/18/15 at 8:35PM

I have recently purchased my 5th Lexus, an IS 250. I like many things about the car, but don't like taking it to a car wash. Water gets behind the mirrors and gasoline lid then drips like crazy on the way home leaving ugly stripes. I see the driers trying to get all of it, but seem not to be able to. Mac Busby

Jul

Posted by Anonymous

on 7/2/15 at 3:04PM

Member since:
July 2nd, 2015

Points: 100
100
points
Edit Your Answer

I have a big problem with both of my Lexus 2005 E33 keys .both keys are broken from its case .one of the key broke off and had to use a pliers to get it out .the other key is very wobbly and can brake off any time . i am using the only valet key i have now .It seems the key is designed very poorly .Its outrageous it cost over $300 to get a new key and $150 for a new case.many people are having the same issues.I would appreciate if this problem can be resolved in an affordable way.

Thank you very much I hope to hear a respond.

May

Posted by Anonymous

on 5/17/15 at 8:02PM

I bought a 2008 RX350 (Lexus Certified Used) at Oakville Lexus in Ontario. The vehicle has been a gem mechanically but in 2014 paint on the rear tailgate began to crack and bubble. I took the vehicle
to a Lexus dealer in Calgary where I now live and they noticed that the logo on the tailgate said
350 RX, not RX 350 and that the cracking was actually bondo which was used to repair accident damage. The problem expanded and as Lexus took no responsibility I went to an independent body shop and had the door replaced at a cost of $3000.00. I communicated with Lexus Canada and got the standard tough luck response but my argument was based on the fact that the Dealer
records showed the 350 RX designation on the tailgate which should have twigged someone to
investigate and easily find that the vehicle had been in some type of accident: a large majority of
the door was bondo and guts of the interior of the door showed a fare amount of damage.
I like the vehicle but will probably not go back to Lexus because of their indifference.

Mar

Posted by LEXUS LX 570S Manufacturing Defe

on 3/16/15 at 2:31AM

Hello,

I bought Lexus LX 570S in Qatar from the main dealer Abdul Abdulghani Bros in August 2014. I have paid Qatari Riyal 410,000.00($-112,000/) and it done 6000 KM. I used my car not crossing 100 Km speed till 4000 KM, because it a expensive car. After that i used it above 120 KM speed there is a vibration in the car and the rear view mirror vibrates in which we cannot see whats in the back. I complaint to the main dealer and they told me in 5000 KM service we will check it. Then when i took it for service they told that the balancing to be done, i told them that it should be under warranty but they charged me. Then the problem was same.I called the service and they told to take to the main service center, then they told that the balancing was not done properly and we have check it again and it ok now. then i check it again it was the same vibration after 120 KM speed. Then the next day they told me i have to change the tires, i told the this is under warranty but they refused and the next day i met the service manager and they accepted to change under warranty. then after changing the tires same problem vibration after 120 KM speed plus when they change the tires all the alloy wheel got scratch and one place damage. then i told them this is a expensive brand LEXUS and i want accept it to be repaired. Then the after sales manager from LEXUS QATAR call me to meet him the next day in main service center and told me that there is a Japanese technical engineer in Qatar and let him check it. Then the next day morning i went there and they took the car for road test with the equipment's fixed for diagnosing the the problem. the result was manufacturing defect and they wanted to change the drive shafts. They told me to leave the vehicle there for changing. I did not accept to do so because i didn't buy this car for the service center technician to learn and experiment in my expensive car. My request is to change my car or give me the reports for my car, so i can take the issue to Lexus Head office. If LEXUS HEAD OFFICE receives this mail , please check with your Japanese technical engineer who was in QATAR last week for the report and you can find my name in your owner list.

Thanks,

Mar

Posted by ci5859

on 3/13/15 at 3:30PM

Who d pero you talk to about a verification vehicle that have issues within 2 das of having the vehicle

Mar

Posted by DBC

on 3/11/15 at 4:01AM

I purchased a used 2008 lexus is 250 from performance Lexus ....mason ohio. this has been the worst purchase ever. Brakes replaced ($$$) after 8 months and tiresults will be replaced this weekend ( 3 one brand, 1 tire new ..another brand). I bought a used lexus for the long term quality. Boy, Was I Wrong ?

Jan

Posted by lexus NX

on 1/28/15 at 9:21PM

Just purchase brand new Lexus NX300h from Lexus of Naperville at the time of delivery I notice
scratches on my windshield , gladly show to delivery salesman he took some pictures and promise order new windshield for me .After month dealer contact me to get windshield replace
I ask if windshield will be original Lexus part not aftermarket and I was promise work will be done
in dealership promises not in some aftermarket shop .
After I brought my car to dealership for installation I spend some time inside talking to sales , car was pick up on freezing rain and moved to aftermarket shop to installed windshield
without me knowing job wont be done in dealership
After asking where my car was , they try to lie to me , car was inside
After few minutes service manager came and told me they screw up
everything is lie after lie in this place !!!
Best part was writing on my service ticket "windshield scratches not seen at time of delivery , guest noticed after vehicle was driven under different lighting" I Can't believe dealer trying to blame me , after I purchase brand new $51000 car with scratched windshield
Second problem was sales person when I inquire about this car over the phone told me car has
led headlights after looking first I did not notice car had single not triple led style headlights
After signing all paperwork , during final delivery explanation , I notice different style headlights
Sales person promise they will order correct one and swap for me .Service manager promise me they will order headlights and parts person Larry will call me same day to inform me when I can come back ,Nobody called whole week
Today after 1 week I called Lexus of Naperville and ask for parts guy Larry first they put me on hold
First guy answer the phone and told me car is too new , my parts - headlights on backorder
after keep asking for Larry , hold again for 5 minutes
Larry told me those Headlight don't apply to my car
I told him to check lexus web site to see they are available on Hybrid model
After few minutes I got tired talking to people who are constantly changing answers

STAY AWAY !!!!
My car never connect phone thrue Bluetooth to play Pandora radio and constant disconnect me when I try to play any music
Driver seat goes back when driving on expressway - exit mode
Service told me to wait for fix from lexus ???!!!

Jan

Posted by Anonymous

on 1/2/15 at 11:48AM

Hello my name is Dennis Smith & I live on Long Island. In 2012 my wife & I were looking for a new Lexus RX 350. We visited Lexus of Massapequa. The sales girl was very efficient , however, when it can to our trade in, the offer was a total disgrace. We were trading in a 2011 Toyota Avalon Limited, with every option available at that time with only 4005 miles on it. We had been to other dealers and were told the trade in value was $24,000.00 to $25,500.00. That manager told us it was only worth $18,500.00. We questioned him about it, he said that was the best he could do and if we wanted the deal, that was his best offer. We were essentially dismissed. The next day we bought a 2012 EX 35 Infiniti.

Moving on to Wednesday & Thursday of this year ( 12/31--01/15). Once again looking for a Lexus RX 350 ( size being an issue with the Infiniti) I went to Smithtown Lexus, the Salesman was just a bit abrupt when we couldn't come to an agreement, again dismissed. I fully understand that you are in the business to make money, and not give cars away. I am looking for a fair deal.

On 1/1/15 I went out to Southampton Lexus to look at a 2013. This time we were close and I might have come up to their price, but something else shady transpired. I had just left Southampton when I received a call from Smithtown. He somehow knew that I had just been at another dealership. I was taken aback by him knowing this, he then went too far when he tried to poach me away from the Southampton deal and salesmen, promising a better deal.

Too bad Lexus Sales people do not come close to matching the excellent reputation of the product.

We have owned three Toyota Avalons, an amazing product, however, due to the unprofessionalism of Lexus' personnel, we will be shopping for other brands.

Finances can always be arranged but lack of trust is another issue.

With regret,

Paula and Dennis Smith

Nov

Posted by Cubano

on 11/12/14 at 12:02PM

McGrath Lexus Westmont, Il. After purchasing tires, 5k miles later I was told the tires were bad.
Good Year replaced the tires but I had to pay almost $400 out of pocket for mounting and balancing.
Which I wouldn't need to do if the product wasn't defective in the first place. They sell the product but they don't have anything at all to do with the guarantee.
If your washer breaks doe Sears give you a motor in a box and say,"here you go good luck"?

Oct

Posted by grsu

on 10/9/14 at 11:33AM

looking for closest dealer in cda idaho area we moved here from Texas and have had a lexus for years... and expect more from a lexus dealership than what you have to offer in spokane. went on showroom floor and we're not acknowledged till we asked for help... the showroom smelled terribly like sewage and cars are blocked off in the street with construction fencing... not very impressive.. we need a dealership that has more to offer or we might need to find a new line of car to purchase

Aug

Posted by Insook

on 8/25/14 at 9:35AM

My 2010 RX 350 power back door is suddenly not working. I tried On and OFF button in the glove box. Any suggestion? Potomac. Md

Aug

Posted by Anonymous

on 8/7/14 at 3:30PM

I have a 07' Rx 350 with 95000 miles on it and i have had a lot of problems with this car. when i first bought it i thought it is a peace of mind car since it is a " lexus" and that i paid quite a big amount of money for it but i was wrong, its the worst car i ever owned. I have owned several cars from used to new but all of them were really worth the money except this "lexus" . The first 50000 miles were fine but after that the car was acting up quite often which also cost me quite a bit of money even though i always had my car serviced very regularly for maintenance. the parts on these newer lexus models are poorly built and of course poor quality mainly because lexus either tried to cut cost or they just care about the looks and ignore the quality. I have lot of friends who own lexus cars and lot of friends who own other japanese luxury cars and to be honest the ones with the lexus cars had to bring their cars in for repair quite often compared to the other ones with acuras and infinitys which rarely need repair. Im thinking about selling this car and it will be the last lexus ever in my life, my next car will be any other brands but lexus.

Jun

Posted by Gaylyn

on 6/18/14 at 5:22PM

Tom Williams Lexus in Birmingham (leeds) Alabama uses bait & switch techniques that are unethical and probably illegal. I've been a loyal Lexus customer for over ten years and i will no longer get my car serviced at Tom Williams. Nor will i buy my next car there. I went in this past week twice to buy a car and was horrified at the tactics they use to sell cars.
They should lose their LEXUS franchise immediately.

Viewing Lexus customer service reviews 51 - 75 out of 92

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Lexus customer service reviews

Jan

Posted by Anonymous

Jan

Posted by Anonymous

Jan

Posted by Anonymous

Dec

Posted by loyal customer for 15 years

Dec

Posted by Mohajit

Dec

Posted by Anonymous

Nov

Posted by Anonymous

Oct

Posted by SamAsh

Oct

Posted by SAM

Sep

Posted by KarenD

Aug

Posted by Anonymous

Aug

Posted by Anonymous

Jul

Posted by Anonymous

Jul

Posted by Anonymous

May

Posted by Anonymous

Mar

Posted by LEXUS LX 570S Manufacturing Defe

Mar

Posted by ci5859

Mar

Posted by DBC

Jan

Posted by lexus NX

Jan

Posted by Anonymous

Nov

Posted by Cubano

Oct

Posted by grsu

Aug

Posted by Insook

Aug

Posted by Anonymous

Jun

Posted by Gaylyn

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