Lexus Reviews 

If you think you are getting premium, manufacturer-level service after an accident, think again. "Lexus Accident Care" is nothing more than a white-labeled front for Enterprise.
Following a non-fault rear-end collision, I contacted them expecting the swift, premium support that the Lexus brand promises. Initially, I was told the garage would be in touch within 2 to 3 working days—which is already far from the "immediate" help advertised. However, after wasting an hour of my time on the phone, the Enterprise representative finally admitted the truth: it will actually take 2 to 3 weeks just to get the process moving.
This is a complete bait-and-switch. They use the Lexus name to secure your claim, and then hand you off to a third-party call centre where you are just another number in a massive backlog. If you value your time, do not fall for the "Lexus Care" illusion. You are entirely on your own.

Lexus Lincoln

I bought a 4 year old Lexus from Listers. Only after the purchase did I discover that almost every part of the body had previous damage and poor-quality paint repairs. I would never have expected this from a Lexus dealership.

Later, I took the car in for a Hybrid Health Check and front brake pads/discs replacement. Exact millimetre measurements were recorded for the brake pads and discs on all four wheels, confirming the wheels had been removed. Afterwards, I found fresh damage around the wheel nut areas on all four alloy wheels.

The dealership initially denied responsibility. The staff at this branch made every effort to make the whole process unnecessarily difficult and unpleasant. I had to point out every tiny scratch myself just so they would “make a note” of it. I was told they would not accept responsibility because I did not have photos of the wheels before and after the work — but who takes photos of their wheels before every visit to a garage? They claimed they had photos of the car themselves, but when I asked to see them, they refused. They also suggested the damage could have happened on the way to the garage or on my driveway, which I found an extremely unreasonable thing to suggest.

Only after multiple emails and evidence, including the Health Check report, did they agree to repair the wheels. When I arrived, the service manager initially said they would only repair the front wheels because I had “only mentioned the fronts” in my first email, despite later emails and photos clearly showing the rear damage as well. After I challenged this, they agreed to repair all four.

Staff were visibly unhappy and made comments such as “this is a nightmare.” When I tried to take photos and videos of the car for my own records, a cleaner refused me access and a young female manager approached me, pointing and telling me to leave the area. She then locked the gates to prevent me from returning.

At the end of the visit, I was told that if I come to their service centre again, they will refuse to service my car. They were only respectful when they were selling me a car, other than that they treated me like an intruder because I am not English…

Overall, this experience has been extremely disappointing — from the condition of the car at purchase, to the damage caused while it was in their care, the repeated denial of responsibility, and the way I was treated throughout the process. This falls far below the standards I expected from a Lexus dealership.

I just bought a Lexus 300ES 2021 Premium Pack from Lexus Hedge End and I cannot praise them enough about how professional they were. Agi Zytkiewicz assisted the whole process and she was beyond expectations, even thou I did end up at Hedge End because someone else cherished and praised her professionalism and I can say, she didn't disappointed. I've been dealing with cars and big dealers for the past 15+ years but none of them compared with Lexus Hedge End Dealer. Been greeted and treated very good, polite, experience and knowledgeable staff, explained every step of the way, was left and assured with the impression that all my requests will be heard and fulfilled. All they said they'll change, fix, order, fixed, they did it without doubt. Previous experiences with other dealers taught me that so many of them use big words and promises and when they deliver, they don't keep the end of the bargain or find excuses but not Lexus Hedge End. Not that the car needed many fixes but I had my fixations on some particularly points but overall, very impressed. If you want to buy a Lexus and you're in the Hampshire area, this is the place you need to go. Ask for Agi Zytkiewicz and you won't be disappointed.

My Lexus NX 300 needed both passenger side doors changed and the attention from Peter Chatterjee was just amazing, he was in touch with me constantly about how long my car needed to be a the repair shop.
I am pleased with his Customer service.
Jesus A. Adorno-S

We called into Listers Lexus Lincoln to look into the NX, we browsed and after a few minutes Mark Harrison introduced himself. We explained we are just checking our options as buying needs to be carefully considered. Mark could not of done anymore to help us feel at ease, he listened and simply answered our questions. At no time did we feel under any pressure.
Everything was taken at our own pace and the entire process including optios to buy the vehicle explained. Mark and Brett put a great deal together, a fair price for our car agreed. In short, Mark gave outstanding customer service, everything checked and explained. The car speaks for itself. Amazing

Great on sales terrible on service. After buying a CT200H from Lexus CARDIFF, it developed an annoying windscreen washer problem. Driver side washer would not pump properly. They appeared to fix it, but at the same time told me mysteriously a nail had entered my tyre causing a slow puncture which could not be fixed, so charged my £118 for a new one. A couple of weeks later the windscreen washer failed again. I asked them to fix at the next service which cost £450!, even though I had done just 1000 miles. They fixed it I thought, at the same time accusing me of putting in the wrong washer fluid! A few weeks later the washer failed again. I would not recommend anyone buy a car from Lexus Cardiff. This has been an ongoing experience so the date of most recent washer failure

Lack of communication and a very frustrating experience. We had arranged to view a Lexus RX L and were expecting to attend a confirmed appointment, with our own Lexus being considered for part exchange.

Before that appointment took place, the vehicle was sold to someone else and the reservation was refunded. We were not contacted beforehand to explain that the car would no longer be held or that another buyer was proceeding.

For a premium dealership, I expected much clearer communication and better handling of a customer who had already reserved a vehicle and arranged the next stage of the purchase.

Very disappointing experience with Lexus Reading. I paid to reserve a specific RX L, after which the dealer contacted me and booked a viewing/test drive and part-exchange valuation. They even confirmed in writing that the reservation had been removed because I was coming to view the car.

Despite this, the vehicle was sold to another customer before my appointment, my reservation fee was refunded, and I was not informed beforehand or given the opportunity to proceed.

Talked to manager - The manager’s tone was defensive and confrontational rather than customer-focused. Instead of acknowledging the issue , seeing the email conversations, he repeatedly challenged my account, told me he had to trust the salesperson’s version, and focused on the fact the car had already been sold.

As an existing Lexus customer, I expected much better communication and a reservation process I could rely on.

Terrible customer service and unprofessional sales practices at Lexus Leeds. I was a cash buyer fully prepared to purchase a used vehicle at the full advertised asking price, but the dealership repeatedly refused to answer basic, reasonable questions regarding the car's condition, previous damage, age-related marks, or service history for a remote purchase.

When I first made an offer below asking price, the salesperson outright refused to negotiate and bizarrely advised me to look for a car closer to home rather than deal with remote buyers, stating they wouldn't proceed with a sale. Once I immediately replied to confirm I was willing to pay the full listed price, I reiterated my request for a basic condition report. Miraculously, within 15 minutes of that email, I was told a "local customer" had suddenly walked in and placed a reservation on the vehicle.

It is completely disingenuous to shut down a full-price remote buyer by refusing to answer vehicle condition queries, only for a convenient "local reservation" to magically appear the exact moment you agree to the full asking price. Prospective buyers beware of dismissive communication, information manipulation, and questionable sales tactics if you are trying to buy from afar. I have saved the full email chain to substantiate these practices.

Not what they used to be. Genuinely shocked at 3* average in UK and 2* average in US/Can. Bought an RX450H+ new in Sept 24. Always took the 3 year service package out on this and my previous Lexus RX450H. Firstly the trade in value was 3k less than what I got on Motorway... Booked 2nd service in for 1st Sept, car has only done 7500 miles and mentioned a trim on the lower bumper has separated. Got phonecall to say would I like the windscreen wipers replaced as they are worn (£50) and what about the 2 front tyres which have 4.5mm of tread but there's scuff marks on the walls, I said no to both. Then the kicker "the bumper will need to come off and possibly a new clip put on, that will be £60 in labour. No... picked car up and told the lady I wasn't happy as trim separation should be a warranty issue, she went upstairs and tried bless her but came back to say sorry but they were insisting on payment. Not what you expect on a 70k+ when new car with 7500 miles and it's my second Lexus. IMHO they are heading for the similar situation Mercedes found themselves in around 2000 when the "bean counters" took over. I will keep the car for another year or 18 months but after that. Who can say..pity

Lexus Bristol. ⭐⭐⭐⭐⭐

Excellent service and a fantastic car-buying experience

We visited Lexus Bristol last week and ended up purchasing a Lexus UX 250h. From the moment we walked into the showroom, we received an excellent level of service and felt that we were genuinely in good hands.

A special thank you to Ben, who looked after us from start to finish. He was professional, friendly, patient and extremely helpful throughout the whole process. Everything was explained clearly, and he took the time to show us all the features of the car and make sure we understood everything before completing the purchase.

The whole experience was relaxed, professional and completely hassle-free. The team were very welcoming and always happy to help, which made such a big difference.
I am absolutely delighted with my Lexus UX 250h and very happy with our decision to buy from Lexus Bristol. I would highly recommend the dealership and especially Ben to anyone looking for a professional and trustworthy car-buying experience.
Thank you, Ben and the Lexus Bristol team, for making the whole experience so enjoyable!

Coventry Lexus continues with excellent after sales services. The dealership always takes care when I’m looking to buy and makes as much effort in the years following a sale. I’ve called in today with a query about a warning light, I was asked to wait whilst they looked into the tyre pressures and welcomed with a drink too. All sorted after a relaxing 30 minute wait. Thanks again for your consistently good customer care.

For myself, I had a shocking experience with Lexus Cambridge, awful customer service, poorly led from the the top, would advise anyone dealing with them to ensure you have everything in writing, dont believe what they tell you. And dont expect any help from Lexus UK.

1★ — Avoid Lexus Hatfield (Steve Eagell Group)
Paid £72,000 for what I was told was a new Lexus RX 450h+ PHEV. The vehicle I actually test drove (182 BHP) was not the same specification as the one delivered to me (145 BHP) — only discovered this after finance was already signed.
At handover: windscreen scratch, paintwork/bumper damage, a charging fault, missing boot accessories, and outdated navigation maps. A visible scratch on the rear door was ignored by the sales manager until I escalated it myself to the sales executive.
A £72k "new" car had to go back into the garage for a month to fix these issues. On return: new damage (scuffed door trim, scratches near the windscreen/dashboard, bumper paint chip), missing wheel locking nuts (a safety issue), no inspection report, and the person delivering it had no idea what work had been done.
Communication has been consistently poor: a promised courtesy car didn't turn up with no insurance confirmation, a collection date was wrongly given as "July 7th," a promised callback from the complaints team never came, and General Manager Nicholas Brenner has refused to provide CCTV footage I formally requested (of the test drive and the touch-up repair), calling my complaint "repetitive" and issuing a dismissive "final response" without addressing a single point or providing any actual evidence.
Sales manager did confirm in writing an £8k discount (£4k finance contribution + £4k dealer discount) — worth noting given the vehicle wasn't what it was represented to be at the point of sale.
Thoroughly unprofessional and untransparent handling from a dealership claiming to sell "new" vehicles for £72k. Now escalating to the Financial Ombudsman Service

Tried using the main Lexus website (twice) to contact someone regarding a 1st service for our recently purchased nearly new LBX (bought 2nd hand but not from a Lexus or Toyota dealership) but no response. Begs the question - why do Lexus have this on their website as a means of contact if they are not going to bother to respond ? Have now booked the car in for a service with a local garage for convenience (not a Lexus or Toyota dealership).

I'm not sure where Lexus get their reliability / quality reputation from. I drive Lexus UX with full Lexus service history and yet the wretched thing constantly lets me down and refuses to start to the extent where i carry a jump pack in the boot. It has been checked multiple times, last time the deduction was "because i keep both keys in the same draw" typical Steven Eagell nonsense when we all know there is an inherent fault on the system ! I have driven withe the steering wheel out of alignment because the service team can't correct it, and have a constant door rattle in my right ear. Worst car i've ever owned, and i only put up wit it because i can't afford to change it.

Very poor customer service. Trying to get settlement figure from both dealership in Belfast and Lexus ‘customer experience’ but NOTHING no responses at all
This is my first Lexus and it will be my last. Once the dealership in Belfast sold me the car they may as well have moved as they do not respond

Recently took delivery of a Lexus NX and I cannot praise the service received enough. Paula Doolin from the Preston Showroom has been absolutley fabulous.
Nothing was too much trouble and her customer service was A* ! Thank you and we would be more than happy to recommend Lexus Preston to anyone.

My experience with Lexus Financial Services has been extremely disappointing.

The first issue is accessibility. For customers who do not speak Swedish fluently, the automated phone system is only available in Swedish, making it unnecessarily difficult to reach the correct department.

The bigger problem is the lack of coordination between Lexus Financial Services and their debt collection partner, Lowell. They appear to operate independently and expect the customer to act as the intermediary.

In my case, I accidentally paid both Lowell and Lexus Financial Services for the same invoice. Lowell later informed me that I had overpaid and that I was entitled to a refund. Meanwhile, Lexus Financial Services contacted me claiming that the following month's payment had not been received.

When I asked Lowell if they could transfer or reconcile the overpayment directly with Lexus Financial Services, they said they couldn't. Lexus Financial Services gave a similar response, saying it was "complicated" and that they could not coordinate directly with Lowell. As a customer, I was left to resolve an issue between two companies that work together.

This process was frustrating, time-consuming, and completely avoidable. Companies in a financial partnership should have processes in place to handle situations like this without placing the burden on the customer.

Based on my experience, I would not recommend taking an interest-free loan through Lexus Financial Services. The financing itself may look attractive, but if anything goes wrong, the customer service and coordination between Lexus Financial Services and Lowell leave a lot to be desired.

I hope Lexus Financial Services reviews its customer support processes, improves support for non-Swedish speakers, and establishes better coordination with its partners.

Poor customer service while trying to buy a car in the Cardiff dealership
Very disappointed with the salesman who was not friendly and seems he didn’t want to deal with my queries. He was very abrupt.
I am going to another dealership to buy a car. I told the receptionist what had happened. Never ever had such bad customer service!