Lexus Customer Service

So, I have problem adding my cellular phone on the mobile app with my brand new 2024 NX450h.

4 tickets opened, 7 days of same answers that never worked, in between tickets.
I decided to call Lexus on December 21st, 2023, starting at 8AM, was put on wait because the first agent does not know how. I was transferred to the connected teams 45 minutes later, the 2nd agent answered with no information of my case, so I had to re-identify my self again, than the agent asked me to wait, the line cuts off at 9:06 AM without be called back. I recalled support at 9:08AM and the first agent, again does not know how to resolve the issue and put me on wait again, I asked specifically for somebody to call me back if the line cuts off.
The transfer happens at 10:30 amd Ekra took care of me and has opened an escalation case. Meanwhile, I've resolvec my issue by my self.

I have used the Lexus dealer for some after warranty service with few problems other than price. Recently I started to hear a noise on wheel rotation or car movement. The service department initially blamed the high end after market brake pads , they replaced them at a very high cost on test drive they didn't solve the problem. They then recommended wheel bearings which had previously been checked by my local repair shop and thought not to be the cause. The dealership then did the bearings but had to wait until next day for part. They gave me a suv for the ride home. When they finished they gave me a bill exceeding 1600 dollars. On ride home I immediately noticed that the noise was still there. A week later the dealership sent me a bill for about 2 dollars for the gas used in the rental car they gave me. Looking for a new car now but will not return to Lexus.

I have purchased a pre-owned vehicle at the lexus located in North Miami. Within two weeks, I had reported 3 issues with the car. I was told to speak with the salesman there; however, the salesman was more into trying to sale cars vs helping with my issues. the service guy in window 2 doesn't seems to like his job as he always gives us attitude, and the service team took more than 2 hours just to replace a little plastic piece which i could have done in less than 1 minute if they would have giving it to me. For a luxurious brand, so far i am not impressed by their service. The whole staff there needs to know their purpose and make sure to deliver satisfying customer service.i am thinking of looking to go to another dealership if that's the kind of service this place is providing to customers.

I bought my Lexus 2020 nx ran perfect then I went to open lift trunk hatch It doesn't work sun Toyota said the motor is burned out warranty over in April 1900$ was the price I only had 10000 miles on it I fill it's unfair.

I bought a 2020 Lexus from Wilde Lexus of Sarasota on April 21 and was over charged by 3441.05 or more. The Sat after my purchase, I tabulated all costs which I should not have been charged. I have been in touch with the GM Chris Lima who did get back in touch with me but have not heard from him again. He was willing to negotiate but as I said I never heard back. I got taken advantage of at this dealership, which is putting it nicely. DO NOT buy or visit Wilde Lexi of Sarasota you will be more than sorry. I am so upset about this but have not figured a way to get a resolution to my dilemma.

Worst customer service & most crooked sales staff

Nexus NX 350/ Seats still dont come up high enough for women or short people! If you use cushion your seat air is cut off. Hard to see out the back and sides , too many blind spots I do change my mirror so I can see behind me as the head rest DONT DONT FOLD DOWN. Car is WAY tooooo DARK entering it at night... dangerous, can't see the lock button until you start your car Needs to light up like a Christmas tree Upon approaching the car it needs to light up inside and out to ck surroundings .. my daughter has a NAVAGATOR and they did it right!!! Other than this I do like my car

2008 Lexus Rz350. 21k miles Cracked dash board always garage kept. Contacted Lexus they said recall over 8 years ago. Sorry good bye. They really
Don't stand by the vehicle. Might problem started about a year ago. Think twice about Lexus
I

I have owned multiple Lexus' over the last 20 years. I currently drive a Lexus IS300. I had new tires but hit a huge pothole and the front wheel blew out. I am 62 years old and in very good shape. So, I started fixing the tire (which I haven't done since high school). I pulled all the stuff out of the trunk and got started. I got the jack provided in the right spot and attempted to crank the jack yo raise the car. Are you kidding me? The jack provided was the worst piece of equipment I have ever tried to use. The quality was so bad it was nearly impossible for me to raise the car. It took me about 30 minutes. I guarantee 70% of the population could have NEVER gotten the car up enough to change the tire. I am SO disappointed in Lexus. That you would put that horrible equipment in a Lexus is beyond my imagination. I will think twice before I buy again. I'm sure you have heard this from many owners before me.

Very disappointed to learn from the Lexus North Miami service coordinator that the scheduled pickup of my car will not be honored. Reason given was that they only had one driver, and they prioritized customers leave bing closure. I showed loyalty by buying all cars at that dealership during the past 15 years, even that it was not the closest one. Being discriminated because of distance is not fair.

The Lexus dealers in my area in Kansas City seem to be completely unresponsive and borderline unethical. When you talk to them, they do not seem interested in your needs and seem t be only concerned with selling their products for the highest prices they can which in my opinion is not a good or the best value value option , I would not recommend doing business with them at all at this pount.

Hello, I want to make a complaint, I am the victim of vehicle fraud by this dealership, and I want to speak with the general manager of the place, I have a 2022 Lexus gx with a vibration problem and it has been over 6 months They don't want to fix my vehicle, I'm asking the general manager for an appointment to show him the situation I'm having with my vehicle, every time I go to the dealer, the service department never has time to help me, help please, I'm being the victim of a fraud.....

I want the general manager to drive the vehicle with me to show him all the problems the car has....

I really dislike seeing commercials about the great deals for new Lexus when you cannot get one for over a year. You cannot even order one you want - all you get is fill out what you want, give it to your dealer, then you wait, and wait, and wait. I started looking in January 2022 for the NX350 - wanted to test drive before committing to it. Finally in July I was able to test drive - put in my request. Here it is December and no word on one yet. I would be willing to put money down and do a request if I knew I would get the car I want. I am 72 and this will be my last car - I want to get it with all the bells and whistles. My dealership keeps telling me to be patient but it is hard when Lexus is making all kinds of vehicles without the items I want - other people seem to be able to get a vehicle. Yes, I am picky but I want the best one out there - why can't Lexus build items that they know customers want.

I have been very disappointed in Lexus service. We just took out 450 in for its required service (which the cost is way out of line). The written report I received stated all my tires were in good shape. When I arrived home I noticed the outside of the front drivers side tire was shredding. It was just purchased last august. I made an appointment took the car back and was told by the service manager that was normal and it was fine. They also pad every bill with a miscellaneous charge they are extremely reluctant to explain. Prior to this I drove a Toyota Tundra and never had these issues. I would not buy another Lexus. This was s just the most recent issue in a long list of poor service.

Complaint - Loss of my Ownership copy
I bought a Lexus NX300 in 2019 under Lease (3 years) in Lexus on the Park, Toronto. The Sales Representative is R. Lam.
Early July the Lease ended and I bought back the car and I paid off everything. R. Lam helped to do all process, transfer the ownership etc.
R. Lam told me to wait about a month to receive the original copy. Almost 3 months and I do not receive anything in my mail box. I met R. Lam on Oct.5 when I taken my car to service, he asked me to go to Service Ontario.
Frustration during the visit, long line up (2 hrs) but not got through, I have to go other office next day (line up for an hr). The Rep said she could not print the copy or I have to pay extra charge or contact Lexus.
I talked to R. Lam Oct.6 and he insisted that I lost the copy and he could not help anything. I was upset, however, he sounded he was not interested and I made the case annoying and he said he has no responsibility at all.
I have thought that Lexus always provides excellent services to customers even the car sold. Sales Representatives are professional trained; but R. Lam's performance is not my expectation, he has no way to ease customer's dissatisfaction and the way to solve the problem.

I originally had a 2008 toyota rav 4 which I purchsed brand new. I had it 13yrs no trouble other than wear and tear. In Feb 10, 2021 I purchased a certified lexus gs 350 for $43000 cash from Brooklyn Lexus. My family grew and I needed a SUV. Traded that into Lexus of Queens with two set of rims. Fyi Brooklyn lexus sold me the gs with a slightly bent rim but that's another issue. For what I tought was just some type of wear and tear on the rim turned out to be a slight bend which gave the tire a slow leak. Now from 2/10/2021 to 7/12/2022 and not much mileage or wear and tear on the gs your dealer told me the gs value is 31000????? The value of your product dropped 12000??? During a pandemic in which the price of vehicles new and used are up???? But it didn't drop because my trade in is on the Lexus of Queens lot for sale for $44000.
Now to my main issue and I hope I don't have to sit in court with this dealer/Lexus. The 2019 rx350 I purchased was online for sale for $4000 less than what this dealer sold it to me for. I was told I had to pay extra to have the car certified the online price wasn't for certified. Now I paid I drove the car home a couple of days later when it rain the parking sensor goes off with an error. I called my salesperson to see how to get this fixed. No call back from my salesperson. Next as the windows now are dirty I tried to use the rear wiper with fluid that too is not working. Now on Friday 7/26/2022 I received my registration from the dealer in which the window sticker was not legible. I went into the dealer to have these issues checked they reprinted the window sticker it's not 100% but it's better than the one I was sent. They advised there is a problem with their printer. Gave me an appointment for today Monday 8/1/2022 in which they returned to me with a bill for $3000 saying I have a rats nest in the car and the rats ate the wiper hose, sensor line and something with the brake system. Now I do not have a rat problem wear I live. The GS I traded in did not have these problems and I park in the same place. Now I came in on Saturday 7/9/2022 left a deposit I was called Tuesday 7/12/2022 in the afternoon to pick up this vehicle. From the mouth of your own salesperson I had to pay for certification. This was not done and if it was, not done properly. There is no way even if there was rats that this much damaged was done this quick. And to add insult to injury the vehicle is in the lexus system with having an error on the diagnostic test 7/12/2022 which they say they cleared but yet this car is not right. This brand/dealer has treated me poorly to say the least. I want to be made whole not robbed and then robbed some more. I am trying to find the people who sold that vehicle to them to see if this vehicle had this problem on their trade in. I believe Lexus dealers, all dealers need to be held accountable. There should also be a post or some way to keep track of cars like homes. ie last sold on 8/2 for $31000

#Lexus

***Poor customer service on a huge safety issue***
How can you have a warranty on your SRS Airbag system but not cover the issue because it is caused by a faulty wiring harness? A car with less than 70,000 miles should not have an issue which causes none of the airbags to deploy when in an accident. If the SRS system is covered then it should be covered if it doesn't work! Why spend all the money for a luxury car that is safe and reliable if the company won't fix a huge safety issue? I am so disappointed and sad with a car that is faulty and not safe to drive with my little girl. We have been working on this issue with you for over a month thinking that you would come through. However it took you a month of putting my family out and not driving this car to just come back and say you can't do anything? An answer to how something so vital to the safety of those in the car could become faulty with no accidents would be nice. However the only answer we received was the wiring harness is not covered but the airbag system is which I feel is a way for the company to not cover major airbag issues. Never in all the years I owned my cars have I had an issue with the safety of the airbags until now!

When the dealer says they don't understand how something like this happened and have never seen it before then it should be something that the company should really look into to ensure the safety off all your Lexus families! How about you not wait until something tragic happens!!!!!

I have the most horrible Service at
Lexus of Brooklyn
I don't recommend anybody to go over there I do regret going over there They are waiting to rip you off

Phone customer service is deplorable. Can't understand them and are not helpful. They disconnect you or keep you on hold for long time. When trying to get remote starting service hooked up they took the funds and it never worked. Two days later still trying and same thing but now they won't refund the money. A Lexus company should not be like this. Their customer service should match the vehicle reputation something they need to work on. Too many other nicer cars to choose from. Lexus figure it out quick. You have so many bad reviews and looks like you don't care.

Spent over 1 hr. on phone calls.
Was disconnected 3x. transferred overseas to wrong department, put on hold for over 40 minutes (total) - never did get to talk to a supervisor. Not what one expects from Lexus.

Lexus Case Manager was of NO HELP Today! They do not stand by their product or name for being A Leader of High Performing Cars!! They make faulty transmissions on "2006 IS 250" Then want to use their warranty as excuse not to replace transmission up to 70K miles when they quit performing at 125K!!! Shame On Toyota for knowingly creating a defective product and not doing your do diligence to replacing or repairing faulty transmissions after the FACT!!

Terrible level of service all around. They never help at all. I used to be a mercedes owner and their level of service is so much better. They actually care about their customers. Terrible Job Lexus customer service!!

I'm a second owner of Lexus nx300 2019 f sport with top options, but the car don't have Apple car play, when I rang Lexus dealership Parramatta they transferred me to service centre and asked me to bring the nx300 up they install firmware for me but I have to pay $249 they rip-off customers anyway they can. Please beware who want to buy Lexus like me have to searching carefully before buy Lexus.

Bought the 2021 nx 300h. Stock tires were so cheap that I consider them dangerous. I tried seeing if they would replace them with a safe tire and they wouldn't. I contacted Lexus and the case manager told me they don't warranty tires and that I should have negotiated new tires when I bought the car. How was I to know the tires where so horrible? Customer service with Lexus is pointless

I will never buy a lexus again the whole company suckes they have no customer care the only thing they care about is lexus I'm disappointed and disgusted that I'm getting rid of my lexus gs 350 GARBAGE

Jamerson did a great job helping me get help from my extended warranty great job. Car fixed?

Mr Goh from the Lexus CDLC team workshop was very attentive n friendly. Very professional when he changed my flat tyre. Goh was very efficient when I called him for help n reached to the rescue within 30 mins. Two thumbs up Mr Goh kah hua. ??

I had a great experience sending my car for service yesterday .. my usual complaint with brakes making noise was attended to by Benjamin who took the time and heart to listen to my complaint. The brakes was well service and look forward to be served by Benjamin again.

Very good service and done in a timely manner. Always very satisfied.

Had a great experience with your rep. (Latoya L.). She went over and beyond to make sure that my concerns were taken care of. Good customer service is hard to find and I make sure that when I do get it, I compliment the service provided. Thanks Ms. Latoya.

Jim Hudson Lexus in Augusta GA, always give 110% customer service. I have been a customer for over 5 years and never have been unhappy. From my service guy Kris Norman to the service manager and sales manager. Superb customer service.

I own a 2016 Lexus ES350 and am very unhappy with Lexus policy regarding remote start features. I am forced to pay a yearly fee to Toyota to be able to remote start my car after the first complimentary year of service. Why? Most manufacturers provide RS as standard. Lexus should provide a RS system that is free with the smart key and paid if one wishes to use a smartphone system. I plan to purchase a new car and will consider other makes due to this policy.

Had a problem with my GX - Staff was very helpful and fixed my car right away - highly recommend

I have a 2010 Lexus 350RX which has only 40,000 miles. In Dec. 2016 the amplifier stopped working so I had it checked at our Lexus dealer and they said it would cost approx. $850 to replace. As the car has so few miles (and the warranty had just expired a few months earlier) I called customer service at the HQs in Torrance, CA. and hoped to get some consideration in the cost to replace the amplifier.
I spoke to a customer service rep. named Chelsea who said she would discuss our problem and get back to me in a couple of days. She did call back in two days and said because of the low miles, and our 34 year history as Lexus owners, the company would cover the whole cost of replacing the amp!!!! $850.00!!
What a great goodwill gesture which shows what a "class act" Lexus is!!!

LEXUS NOTTINGHAM

I would like to formally put in writing the excellent service your Lexus Nottingham branch provided me and my partner whilst deciding on the right Lexus model to buy. From the very beginning - looking online and eventually following up with telephone calls to more than one Lexus branch we were geared towards your Nottingham branch.

We live in London and made arrangements to go to your Nottingham branch to see the car we now purchase. The helpfulness and very professional service we received from a young man - Matthew Cole - could not have been any better. There was no rush, complete customer care and 100% helpfulness that swayed us even more to purchase the car we now have. When you spend a lot of money you expect that kind of service but I would like noted that Matthew did over and above his customer care and we hope that he will be recognised for his very professional approach.

We would be grateful if this very complimentary message could be passed on to both the senior personnel of Lexus and indeed management at Lexus Nottingham and Matthew Cole. It is all too easy to receive complaints - its always nice to receive compliments where due.

Kind regards


Cathy James/Nicholas Etienne

I own an '08 RX400 and am in search of a new car. I like my Lexus very much, but will consider another one when your design team regains its senses. The current models rank right up there with edsels. Hideous. New does not automatically mean better.

I have just taken delivery of my new is250 f sport car 2015. The experience at lexus chatswood and staff was exceptional. From the moment i made early enquiries about a new lexus, until today when it was delivered, i cant say enough about the customer service. Jimmy chen deserves an extra mention, he was very knowledgable about his product, he had a very friendly demeanour and did not pressure me to buy. I was happy with my changeover price and all aspects of the new car experience. The girls at the front desk were marvellous and very respectful, i immediately felt at ease. Today the changeover went smoothly and Ben was very helpful in unpackiing all the techno features of my new car. Would highly recommend chatswood lexus to any customers wanting to buy a new car. Thank you again. Love this car.

I own a 2010 Rx450h. I am approaching my 100,000 mile. This automobile is the finest car I have driven. The car has been serviced regularly throughout the 100,000 miles at a total cost of $7500. Amazing! And every mile I continue to drive this car I am amazed that it runs as well if not better than the new Rx400hs I have driven. Every mile i drive continues to be a joy... a beautiful car with a beautiful ride... it continues to be a wonderful driving experience.

i skidded xmas eve on black ice and hit a guardrail at 25 MPH with my 2003 Lexus 300 ES sedan.. That Lexus really was solid and the inner fender sheet metal upports saved the engine compartment from being damaged as well as saving my body from injury as well..Its a very safe car and built like a Mercedes for half the price!

I have been driving my LS 430 for six years and have had it serviced at Lexus of Louisville. Their service is the best I have ever received since starting driving sixty-five years ago. Service Advisor Joe Brooks walks on water.

I have purchased three RX's from IRA Lexus in Danvers and have been extreamly happy with the sale and services. The people on this site ahve also been very helpful and have answered far too many of my questions without hanging up on me, thank you, Brian....

I worked for a Lexus dealership before in Long Island, NY and customer service is certainly a priority. Now, I drive a Lexus and I have usually found Lexus Service to be more than accomodating. Lexus of Queens was my only subpar experience with Lexus. Rallye Lexus and Lexus of Englewood were both excellent. Both dealerships picked my car up from work, leaving a loaner for me to use. When my car was done, they dropped it off and picked up the loaner. No hassle. They never tried to push questionable repairs... which I have seen Hyundai and Jeep service do to my friends.

Bought a certified 2009 used Lexis IS 250. I loved the paint, seats and the all wheel drive. Since it was a certified Lexus, Brent told me if I had any problems let him know. Apparently the car had covered up paint problems when I purchased it. Brent and I both saw no problems with paint when I purchased it. I am sure that Stevinson Lexus was unaware of the paint problems. I think whoever had originally leased the vehicle patched it before turning it back in. About a month later when the paint problems showed up I called Brent and he said bring it down and they would take care of it. They took care of it no hassles, no questions and loaned me a car for a week which was a big deal since I lived in Casper, Wyoming, 300 miles away. Brent never pressured me to buy to the 2009 Lexus or any other vehicle, no bull, no BS, just honesty. I looked for a used Cadillac CTS at other dealers on my way down and was tired of their BS. Dealing with Brent Turner at Stevinson Lexus was a breath of fresh air. I cannot afford to purchase a new Lexus, but with the certified Lexus warranty being as good as many new car warranties it is a great car for the price. My wife and I have both agree that our next vehicle purchase will be a certified Lexus from Brent Turner at Stevinson Lexus of Lakewood Colorado.

We purchased a New 2008 Lexus RX 350. Actually it seems to run quite well, we have some 57,000 miles, and follow the scheduled maintenance. We are a retired couple and I mention this for a reason so people know e dont beat our car. Our headlight went, found out it is the Ballast and they want to charge us some $2000 to replace the unit. Now some may say that's what you get for purchasing an expensive car, while we say as owners, since we purchased an expensive car why do headlights go out and cost a "Ridiculous" $2000 to replace. I had a Porsche in my younger days and had a Transmission problem ( No ---not from speeding) and Porsche replaced the trans at N/C, yes not one penny to me. Now that's customer service,,, do I have a Porsche today--Yes, will I have a Lexus in the future NO. The Bluetooth is just terrible in the car and we try NOT to use it due to poor audio to the people we call, and the Navigation system is way to expensive, and cumbersome to use and can easily be replaced by installing a cigarette lights powered unit. Now this is a true reflection of what a Lexus really is.

We bought a new Lexus RX350 this last week from Lexus of Portland. A wonderful experience and Dave and Shaun were incredible.

I'm a automotive Tech that's been working on and driving cars and trucks for over 45 years.

I recently bought a used GS400 Lexus, and I must say that it is best car I've ever driven. And I've driven an Aston Martin DB7, all the Porsches, all the Honda's, all the Toyota's, all the Oldsmobiles, Infinity's, Acura's, Fords, Chevy's, Pontiac's, Chrysler
and more.

It has the best of all worlds:
1. it handles like a sports car.
2. it has more power that a lot of 'Fast' sporty cars.
3. it is relaxing and just plain fun to drive.
4. the luxury features are just perfect!

I have had thirteen Lexus cars and although they have not been perfect, I must say that service at Portland (oregon) Lexus is. they go out of their way to exceed expectation's of the customer and they succeed in doing so. I have referred many friends to the Robert