Lexus Customer Service Complaints - page 3

Lexus has the best customer service. I am writing to reflect my and my wife's unhappiness with the new RX 350 front grill! We both drive RX's and have been Lexus drivers for well over 20 years. LS and RX. Lexus designs have always been industry leaders. This is the first Lexus design that people make immediate fun of. "Cowcatcher" front end is the funniest. "Embarrassing" is the worst! We are planning to buy new Lexus' this fall but if the RX front end is still a laughing stock of car reviews and the public we'll be buying competitor vehicles due to looks even though we love the interior cabin design and performance of the RX. Please improve the ugly front grill!!! Sincerely, Chuck Sack Austin Texas

Why is leather seats in 2011 350 substandard and what can I do about it.

lexus dealer Rorich of pittsburgh /Lexus of North Hills one of the same. My air bag recall has been a horrible experience.Add the ignorance of a service manager,
no actual corporate assistance or complant department,months of excuses.At minimum,I have made a 40K mistake.Guaranteed it will not happen again at any of their so called Family of Dealerships.If Lexus corporate would award me a dealership in the Pgh area,I would purchase,establish and run the current Dealership right out of business.

I did 1 year service on my 2015 Lexus LS460L and found out they did not fill washer fluid, actually was totally empty (which had fluid in that when I left the car) tires were over inflated. I was advised to get fuel injectors cleaned. I have only 11000 miles, never heard that fuel injectors need to be cleaned so soon.

I received a airbag recall notice and contacted my local Lexus dealership on December 9th. No one has gotten back to me today is the 19th. My Mercedes dealer is always back to me within 45 minutes. Love the car not impressed by your service.

I currently own a 2010 RX350 and have been trying since July 2016 to purchase a 2016 at that time and now a 2017 without success. My first visit to a dealership, I was completely ignored! Upon return, I did talk to someone who could not answer any questions. I returned again in September and thought things had improved. I was told that since I wanted a Red RX350, there was not one in the State of California, but I could wait for 2017 models (in November) and I could get one. Information was taken and I expected to be contacted....wrong! I have since gone on line(reached a different dealership) to try to get a 2017 Red RX350 and was told I could have a car this week, either Friday or the weekend, whichever day was better for me. Then I received a call and was told there was no Red RX350 for me and I could wait until Mid January 2017 and they have a Red one on order and it "would be mine". Not sure I believe I will hear back. I complimented them on being so busy and selling so many cars, that I was "left out". He did say that they really were busy and if a car happened to show up, he would get back to me. Sorry, this is not great customer service in my opinion. Buying a car should not take this much effort on my part. I love my Lexus and that is why I am trying to get a New One.....should I find another Make, i.e. Mercedes, BMW etc? I am really frustrated and no one can believe this is happening.

I purchased a Lexus in 2012 and traded it in at Park Place Lexus in Plano in 2015. I worked with Kenny Adekoya and my experience was great. I received my refund of the warranty cancellation within two weeks thanks to Kenny. I ended up trading the car in that I got in 2015 in October of this year. I went to Park Place to give the Finance Manager, Kendall a copy of my Odometer statement so that the warranties could be cancelled and a refund sent to me on October 5, 2016. I have yet to receive my refunds. I have called with no return call. I went to Park Place Lexus on 11/7 on my way to work. I spoke with Kendall's supervisor who informed me that he would do some research and get back to me. It is November 15, 2016 and I have yet to receive my refund or a call from Kendall or his supervisor. I assure you that if I owed Lexus money they would be beating down my door! This is so crazy!!

My 2005 Lexus GX470 has not yet been scheduled for an air bag replacement even though I.was originally notified last spring that the replacement would take place on or before September 2016.

When will the replacement take place?

MURRAY RUBIN

Lexus of Edison in Edison, NJ. Worst service I ever had in my 15 years with Lexus. Car needs 2 tire replacement which I agreed but it was on back order. After I left the dealership, I found out that their price of the tire was twice as much compared to some other place that installs tire. I called and asked if my order can still be cancelled and they said it has been cancelled. The following day, they called and told me that they replaced the tires without my approval. The work order indicated that the tire replacement was declined by owner but the service consultant deleted that note in the system and trashed the print out. Tried to reach the service manager but no success. I had no choice but to pay for the overpriced tire. Lexus of Edison, NJ you are a rip-off.

Hello,
We were in Lexus, in Latham NY yesterday Oct 13, 2016 for our 30,000 mile service.We asked two times,prior to our departure, if all maintenance reminders had been turned off.We were told unequivocally they had. We have used this dealership three times thus far and each service experience has been the same. It is very annoying to have to drive 19.5 miles each way to have them turn them off and quite frankly it does not instill confidence that the work has been done correctly.We called today because this time a maintenance reminder comes up about the Engine Oil and Engine Filter.We were alarmed and pulled over immediately because the last thing we want is a seized engine.We called and the service representative stated "oh that's just the reminder we forgot to turn off".How do we know unequivocally they haven't forgotten the engine oil if they can't remember to turn off the reminders? I just attempted to make an appointment to drive back there tomorrow and their web page does not allow us to make an appointment or leave a comment. That is why I am writing you. We want to have evidence that we are attempting to have an appointment to rectify this situation and that we would like the service department show that they actually placed oil in the engine in front of us because we are driving back to Florida and would like to have confidence in our Lexus. Please pass this on to them so they respond and make us an appointment for 10/15/16 at 12:15pm which showed that it was available however when I attempt to book it, it will not allow. Thank you for your attention to this matter.

I am writing to you again complaining about my 2013 Lexus 350. The last time I contacted you it was about needing a break job when there was less than 20,000 miles on the car. You were very helpful. Now, when I dropped my car off for my 30,000 mile service (at $671.00), I mentioned that the light on my radio would get bright and then very dull. I have been informed that the radio is defective and needs to be replaced (it is under warranty thank God). I also was informed that I will need new tires very shortly. I was under the impression that I was buying a top of the line luxury car but I guess I was wrong. I expected that if I spent $55,000 on a car, it would have higher quality than the cheaper ones. Wrong again, I should have bought a Ford. The coupons that are e-mailed to me are never for the time that I need them (oil changes, tires, service etc.)to help offset the cost.

Lexus hates the Safari internet browser. They "updated" the Enform desktop software and now it doesn't support the Mac and Safari and they know it and refuse to fix it. It all worked just fine before the "upgrade" and now Lexus just doesn't care. I've had numerous conversations with their "customer service" reps and have been told that they're working on a fix. It's been broken for at least 3 months. I've been promised return phone calls from supervisors and, so far, no calls.

Any suggestions on who to contact at Lexus, besides wasting time with customer service?

My name is John Bauer i bought a 2009 certified used Lexus and i i had truble with it after less than 30,000 miles Lexus said it was out of warrente because it had been 3yrs since we bought this car at Lexus of Lansing michigan my wife drives

4 year's ago I bought a 2008 Lexus from North side Lexus and now the right back side of the car paint is peeling off.called Lexus and was told nothing they can do I HAVE THE CAR FAX WHERE THE CAR NEVER BEEN IN A ACCIDENT so why is the paint peeling I would never have through Lexus would not stand behind there car paint job.so I have to drive my car and it looks bad.when people ask why my car peeling I tell them Lexus paint not good.and I still can't believe Lexus did nothing about my car.

I having issues with the customer satisfaction department with Lexus. The rep has closed my concerns after discussing my issues with my local Lexus dealership department manager. Between the both of them they have decided that the issues is because of old scratched CDs even though a new one played the same way as the so called " old scratched" CDs . I tried to report to both entities these old CDs played in the old radio they replaced and I have not used the replacement radio for the CDs until recently. I do not know if the problem I am having is a manufactured flaw in the replacement radio but they state my case was closed and they " stand behind" the case managers decisions. So here I am with a CD player not working like the old CD player.

We purchased a Lexus is250 in Florida. After driving it for about a year the door panels and the dashboard began to melt. Literally like goo up and melt! We received a letter from the dealership that this issue was under a warranty enhancement program and we would be able to receive replacements from Lexus at no cost to us. Thrilled about this we put our name on the list and began to wait for our car to be fixed. ONE YEAR LATER only 5 cars have been fixed. Upon calling Lexus to complain they said "they are on back-order." However, they can continue to make new cars and sell those. What I hear is they are not standing behind their product and do not care about the customers who already have given them money... Just new customers. The car is so bad that we virtually can not drive it. The goop from the doors has melted on to the seats and it ruins your clothing. The goop from the dashboard has begun to melt onto the steering wheel and the dashboard has also ruined the shift pannel as the goop has melted onto it. Their warrenty program is a SCAM! They are fixing 3-5 cars every 6 months to say they are doing something. They offered me a dashboard cover which will clip on, but that would forfit my place on this non-existant list. I have never been so angry. I spent 20k on this vehicle and it is a piece of ***!

Upon calling the Lexus corporate line I was told that a manager would call me back on Monday. It is now Thursday and she is just now getting around to it. When asking her why she informed me "I SIMPLY FORGOT" Lisa from customer care who claims to be a manager actually laughed at me when I asked her to esclate my claim to the next level. She said "HAHA MAM WE ARE ALL AWARE" I have never been spoken to in such a rude and disrespectful manner. I am appaled by their lack of care for their customers and I can not beleive they have people who have so little respect for their clients calling pretending to be managers.

BOTTOM LINE: I DID NOT GET WHAT I PAID FOR. BE CAREFUL WHEN PURCHASING AN IS AND DO NOT EXPECT TO RECEIVE ANY CUSTOMER SERVICE.

There is a class action law suit against Lexus for the IS models. We will be persuing this. When told we could trade in the vehicle and not have any reprocutions on the value based on this defect my dealership said "Well going rate on the auction is 8k, and I would have to auction it off because I can't put a car with doors like that on my lot." So BS for not being penalized for the condition of the doors and dash!

I got a note from Lexus Division,ToyotaMotor sales, USA, Inc. 19001 South Western Ave,

Dear Lexus Owner:

Lexus would like to advise you of an enhancement of portions of your Lexus new vehicle limited warranty. This program will extend the warranty coverage for repairs related to any cracked and or sticky/melting dashboards as a result of heat or humidity on 2007-2008...... and 2005-2008 model year

As soon as I got this note I took my Lexus- RX400h To Harvey Lexus, Bossier, Louisiana and the service agreed that my vehicle dashboard crack is due to heat and humidity and I was told they will order one Dashboard for me. After several month I was called the Dashboard in and I dropped my vehicle at Harvey Lexus Dealer. Later own I was called and informed that my Dashboard was of a wrong Color. I was told sorry we will order you another one. Several month went by and once again I was called and informed that they have received my new Dashboard. Once again I dropped my vehicle at their service department Later on once again I was informed that they have ordered a wrong size Dashboard. It has been several month and I have not heard from them even though I have called them to see why it is taken so long? they replied that they have not received the part. How would you feel if you put your self in my shoes? In Dec I bought Lexus Gx460 2016 for my wife and I was about to get a Lexus for my daughter but I have decided not to deal with Lexus ever again.

Service at Lexus bossier city is horrible and they really don't car if you complain this is so sad to me because I love my car and this is the only dealership close for service. There level of service is on the bottom of a scale

I visited Northside Lexus and my service advisor had the mechanic to test drive my car regarding my complaint, which I have been there for several times. I guess the first guy couldn't determine what the noise was so he asked his coworker to listen to it. He states was it is, now there possibly a charge. when I have a guarantee on my car and I have brought my vehicle here several times for the same issue.

I have an IS 250 that is very clean and the door panels are coming apart. I have called the dealership so many times I can't even tell you. I get nothing. Just call back when we the other parts are in . They have the dash but not the side panels so they will not do anything at this point. This has been going on since 2014. I could not sell my car if I wanted to the door looks terrible. This is ridiculous how long this is taking.

30 days ago I purchased a brand new 2016 LEXUS ES300h, second vehicle I bought from this dealer (Lexus of Edison). 2 weeks after my purchase and signed contract I started receiving demanding calls from Daniel Mercado the financial manager that I owe $500 and need to come in immediately and have my contract re written!!! No apologies no mention of errors!! Now they let my temporary registration expire because they haven't processed my paperwork, and I cant drive or work..my vehicle is for business use. When I called them I was advised to continue driving and they will pay for my tickets!!!

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.

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

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!!!

Hi
I would like to share with you that have very unhappy; fraudulent and ridicules customer experience with my 2015 Rx 350 lease from Lexus of Watertown
The dealership push me to pay extra $ $365.04 on car delivery more than week after I actually sigh ; finalize and paid the deal on car and not allow me to take my car before I paid them
The process then Lexus of Watertown ask for additional money week after I actually bought the car looks like Fraud practice from customer experience that I never expected from Lexus brand

Bellow history of my deal with date
1. 12/18/2015 I finalize the deal with Lexus of Watertown sales person and finance department for $399 month with $1000 on delivery Note that agreed deal included NY taxes and car NYC registration and all other associated fees
This day I sigh all lease papers and paid $1000 deposit

2. 12/28/2015 I came to Lexus of Watertown and finalize the deal by electronic signature with finance department
Note that 12/28/2015 day that my lease started and I paid all the money required
The dealership not able to deliver car to me on same day; they ask me to wait delivery for one week so they can complete the car registration process
3. 01/05/2016 ( one week after I lease my car ) I came to Lexus of Watertown to pick up my car and Lexus of Watertown surprise me with news that I should paid them additional money or they not allow me to take my car
I tried to talk to finance department then with general manager then with sales manager and they not able to resolve issue; They tried to make me believe that this usual practice to charge extra money week after deal is complete.
As Lexus customer I think this really inappropriate practice to charge extra money and not allow me to take my car after deal sighed and finalized
I was put in situation when I should pay extra or cancel deal and lose even more money because I paid deposit taxes and other fees upfront when sign the deal