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1.5 141 Reviews

Lexus Complaints Summary

18 Resolved
120 Unresolved
Our verdict: With Lexus's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Lexus reviews & complaints 141

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12:00 am EDT

Lexus Mixed Experience with Lexus International

My experience with Lexus International has been mixed. While the website offers a wide range of luxury vehicles and useful information, the user interface can be confusing at times. The navigation could be improved for a smoother browsing experience. The overall design is sleek, but certain sections could be more intuitive. Customer service was prompt in responding to queries, which was a plus. However, more clarity on pricing and customization options would be beneficial for potential buyers.

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4:15 pm EDT
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Lexus I purchased a used vehicle from this dealership at the very end of May of this year

I purchased a used vehicle from this dealership at the very end of May of this year. It was a 2013 Infiniti JX35 for just under $16,000. 1st, my car was missing a cap to the air intake, and both front and rear bumpers were misaligned. Nino assured me this would all be taken care of ASAP. 3x in 48 hrs the dealership had my car and did nothing. I also noticed that the vehicles cruise control and intelligent brake assist would malfunction, becoming a safety issue that almost caused me to wreck. I tried to return the vehicle within the 2 day period, telling Nino I did not feel safe driving the vehicle, this was a dealbreaker for me. He asked that I let them fix it. I told him if they couldnt fix it, I couldnt take it. He promised to have it done. They kept car for weeks, didnt fix it. I brought it back, several more weeks, then manager calls to say they wouldnt fix it unless I paid over $1,000 for the part. Nino said they could take car back, manager would call. I havent heard back

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10:53 am EST

Lexus Scout GPS

I'm really disappointed in Lexus. You discontinued my Scout GPS navigation on my 2017 Lexus NX200T. I bought the Lexus for the quality, comfort and service support. To be left with no options, nothing in the works for a replacement and just leaving us left high and dry is horrible.

I bought this car to keep for several more years and using the on dash GPS is ideal for my wife who is the primary user of this vehicle.

I would really like if Lexus could find or work with another App that could integrate into the head of the car to work with GPS Navigation.

This is really unfortunate that Lexus did this to their owners. Extremely disappointed in Lexus.

Desired outcome: Provide a replacement for onboard Navigation App for Scout GPS that was discontinued

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  1. Pros
    1. Premium Build Quality
    2. Advanced Safety Features
    3. Innovative Hybrid Technology
    4. Luxurious Comfort & Design
    5. Strong Resale Value
  1. Cons
    1. Premium pricing limits accessibility
    2. Less diverse model range than competitors
    3. Infotainment system lags behind rivals
    4. Hybrid focus may alienate pure EV buyers
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5:26 am EST
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Lexus Lexus

Bonjour,

Je me permet de venir vous solliciter car je rencontre de gros problème de qualité avec mon véhicule auprès de l'un de vos garage.

J'aurais voulu avoir votre adresse email afin de vous envoyer des documents vous expliquant les problèmes de qualité et de manque de respect envers ma personne.

Voici mon email : philippe.[protected]@free.fr

Dans l'attente de votre retour.

bonne journée

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4:36 pm EST
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Lexus 2024 Lexus ES300h

I just want to share something attached to my new car window when I picked it up last week. I spent $55,000 for my new Lexus.

TIRE INFORMATION

This vehicle is equipped with high-performance tires that may experience less than 15000 miles of tread life, depending on driving conditions.

Back in 2019 I had a Toyota Avalon with the same tires. I needed to replace them at 16,000 miles. I'm 72 and I don't drive fast or abuse my tires.

Come on Lexus, I spent $55,000 dollars. You cheeped out on tires!

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10:17 pm EST

Lexus 2011 lexus gx460, warranty enhancement program / air injection pump replacement

Malfunctioned Secondary Air Injection Pump (Code P2445) replaced on 09/12/2014 (62,498 ml), for $1797.41.

Invoice # LECS627387

Because of Warranty Enhancement Program for 10 years and the offer from Lexus for possible "reimbursement consideration" for previously paid repair, the required documents mailed to Lexus Costumer Assistance Center in April 2021.

After 2 month and multiple calls / e-mails, the reimbursement was rejected, no explanations given.

Claimed loss: $ 1,797.41 paid out of pocket for repair covered by Warranty Enhancement Program.

Desired outcome: Full reimbursement.

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12:14 pm EST
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Lexus Lexus GS Vin# JTHBF5BL105004703

I bought this car from your dealer in 2013 and right from the first service at 10000 Kms the brake pads where changed, at 20000 kms pads + discs where changed. Eversince at every 10000 kms interval Brake pads are changed + either a disc replacement or machining. Everytime I complain I receive same answer that we have contacted Japan and the answer this part of the design of the car.

GS is luxury car and expensive too, I believe this is a design fault added to poor quality of the brakes. Lexus should not accept such a fault and leave the problem unresolved

I have done 120000 kms and changed the pads about 11 times, bought 6 new discs.

The other problem which I am facing is with analogue clock in the dash board. The problem started by loosing time then the seconds arm got stuck on the minutes arm. I have been told that the dashboard has to be removed to replace the clock and that is a costly job

I ask lexus what impression this leaves on any one joining me in a ride

Claimed loss: Every service I pay arround 500 to 600 USD for the brakes (parts) added to labour costs

Desired outcome: I think Lexus should resolve problem

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7:30 pm EST
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Lexus RZ Navigation

Hi,I used to have a 2016 350ES and the setting of navigation was OK. not perfect, but OK. In RZ is terrible!. There is no way to assign names or "labels" to addresses.What if you have several friends living on the same name street (Main)? How would you remember which is which?On page 139 in the multimedia manual there is a paragraph entitled "Editing Favorite List". Editing means:adding, changing or deleting, but it doesn't do it. The only option is to delete. It would help if you could realy edit a destination by adding a name, a code, apt#, etc. There are gated communities which require code to open the gate. Are you planning to upgrade the navigation software, because frankly, the way it is, is lousy! Is there an alternative of using a different software in the car?Navigation is something to help the driver, not make it more complicated!I hope to hear from you soon with some good news.

[protected]@gmail.com

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Update by Witold Swierczewski

JTJAAAAB2PA013289

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1:46 pm EDT
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This review was chosen algorithmically as the most valued customer feedback.

Lexus - Lexus Interior

Defective interior. Horrible process to replace or give a time window for customers who experienced this issue. Interior replacement was 7500.00 Lexus gave a service only credit of 2500.00 which can't be used to purchase parts towards the defective interior. Absolutely disrespectful to a customers confidence in some type of quality...

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5:13 am EDT
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Lexus - Unsatisfactory car repair experience and warranty concerns

Dear Japan Lexus, I am wri􀆟ng to express my deep dissa􀆟sfac􀆟on with the recent car repair service I received at your establishment, as well as the handling of my warranty claim. I had high expecta􀆟ons for the quality of service and the adherence to warranty terms, but unfortunately, my experience has been highly disappoin􀆟ng. On 16-Sep-23, I brought my...

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2:56 pm EDT
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Lexus Did not receive a second remote upon purchasing my vehicle.

Bought a new 2024 Lexus NX350 AWD Vin# JTJGGCEZTR5006325 at Lexus of Chandler in mid-June 2023.

I was only given one vehicle remote at that time, quoting manufacturer shortages, and with the promise that Lexus would contact me with the second remote. It is now September, and nothing has happened.

Joseph Collins

1932 East La Vieve Lane Tempe AZ 85284

[protected]

[protected]@cox.net

Desired outcome: I demand that second remote.

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Robertinatlanta
Atlanta, US
Nov 21, 2023 7:18 pm EST

I am in the same situation. Keep being told that there are thousands of owners waiting for the 2nd FOB. I purchased my Lexus around the same time you purchased yours.

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5:03 pm EDT
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Lexus The salesperson of Lexus of riverside

I’m filling a complaint against salesperson Pervez Azmat in Lexus of riverside in California! on Aguest 24th 2023. We reserved Gx through him and provided all information and paperwork. He kept our information and we Meet the agreement and come in person complete the paperwork however when car arrived he said can’t be picked up because of recall and few days later said car is shipped to other dealer not belonging to his dealership anymore! Fully scam and liar! Unprofessional and not respect to clients! Wast our time to wait for vehicle! All liars in this dealer!

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12:58 pm EDT

Lexus Inability to Build Your Own Lexus to Purchase

I am dumbfounded that Lexus has not returned to allowing customers to custom build the vehicle they want. For the amount of money I am being expected to spend I want what I want. Why do I have to sit and wait and see if a dealership near me might possibly get the vehicle I want with the specifications I want?

You offer different color vehicles yet I can not find one within 1,000 miles of where I live. It's insane and outrageously frustrating. It honestly makes me NOT want to deal with Lexus at all, but I really love this car. I have waited for them to change the horrible seats that used to be shaped like an airplane seat which put my thoracic spine in kyphosis and set off my spine issues within 5 minutes of driving it and come back to try again only to find I can not order what I want?

Come on Lexus. Stop using COVID as an excuse and get back to doing things the right way.

Desired outcome: I would like to built the vehicle I want:An orange Lexus 350H AWD NX7, premium package with rich cream nulux interior. PLEASE!!!!! I will pick up anywhere in DE, PA, MD or even NJ!!!

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7:52 pm EDT

Lexus Lexus ES350 2014 stereo system

Vehicle registration number is Queensland 932VDQ.

We are experiencing major problems with the stereo system in the above vehicle.

When we first start the car for the day the radio stereo system does not work.

When you stop and start it again it works.

The first time we took it to Lexus Springwood Brisbane it was not working at all.

They checked it over and it was working when we got it back.

They were advised that we would have to replace the amp which is $2000.

This problem is still happening. This vehicle has alway been garaged and has only done 64000km. We feel that Lexus should be replacing the amp at their expense.

We would like to continue buying Lexus vehicles but it is a turnoff for us.

Please advise if you can help us.

My mobile number is [protected].

Harry Latter

Desired outcome: To have the stereo system amp replaced

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7:06 am EDT
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Lexus I am complaining about the treatment we encountered at one of your dealerships.

We were told by the sales person Tyler Peck at Lexus of Wesley Chapel in Florida that the car we found on the internet was being held for us and we even had an appointment time to test drive it, however, they sold the car 5 minutes before we got there. This would not be a problem except they knew we were driving 3 hours each way to see this car and they promised us that it would be available. When we were there, I was very upset and it escalated because the sales manager was very rude. This is why car sales people get a bad name and I wish that a great company like yours would teach them honesty and integrity, which goes a long way.

Desired outcome: We were coming to buy this car but it was not available. We would have liked a call hours ahead of time so we could have turned around, but they were not considerate enough to do so.

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4:24 pm EDT

Lexus 2009 Lexus IS 250

My dashboard has become very shiny, resulting in a bad glare while l'm driving. On July 11th, l had a passenger get into my car holding a pizza box. As the individual got into my car, the pizza box bumped the dashboard. In doing so, the corner of the box removed a gooey chunk of my dashboard. I ended up taking the gooey substance off the box, and tried filling in the hole as best l could. The shiny dash has also made it very dangerous to drive, especially when it's sunny. Please let me know if there is anything that could be done to rectify this situation. Thank you!

Desired outcome: A new dashboard, or financial compensation

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7:39 am EDT
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Lexus 2023 NX 350h needs major updates

1. Rear view camera mirror. Cars are too close It looks like they are going to run into you.

2. Rear view mirror recording. It’s a camera, why not let us record?

3. Radio station favorites, how do you re arrange order ? If you choose your favorite station first, it will be at the bottom of the list, this is not user friendly.

4. In cruse mode and approaching a stopped or slower car, it waits too long to slow down.

5. Information screen could be much easier to use. Give us more options. Let me have easier access to things I use the most on the screen.

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10:03 am EDT
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Lexus Sticky Dashboard 2008 Lexus ES 350

I contacted Lexus customer service 7/5 @ 8:30 am to discuss the sticky melting dashboard that is occurring for my Lexus ES 350. The problem started this year and was not aware (did not recieve any notification) of any warranty or issue that was associated with Lexus car melting dashboard. I only found the information as I started to research why the dashboard was sticky and what the solution was. It is extremely dangerous to drive as there is a huge glare on the front windshield from the dashboard. The representative said I am sorry there is nothing we can do the warranty expired, you can call Lexus dealer and see if they have replacement parts and then pay for it. The cost of the the replacement would be more than the replacement of the car. This issue is not an issue of wear and tear it is an issue of faulty material.

Desired outcome: Replacement of sticky dashboard

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P. Boogie CruiZe
, US
Jan 31, 2024 9:10 am EST
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Same exact issue on my 2009 ES 350.The dash is extremely sticky and the reflection in the windshield is annoying and dangerous. I thought I was the only person dealing with that. I have no ideas nor suggestions for a fix

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3:58 pm EDT
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Lexus Car purchase

I purchased a vehicle from Lexus Financial Services (Transfer of equity)

for a 2020 RX450Hl. The Contract required me to purchase insurance at a cost of 741.50 for 3 months coverage. The contract also required monthly payments of 909.52 starting 4/24/23 I have made payments of 3,638.08 however at this time Lexus has failed to submit the title in a acceptable manner to the New York State dept of motor vehicles I have no vehicle to use! The transfer of all maintenance & protection plans were mishandled and I have not recieved all the plans I am supposed to recieve This is Fraud, Breach of contract, and elder abuse all in one transaction Lexus does has not denied this but refuses to compensate me for there negligence going on 60 days with out any support!

Desired outcome: provide a vehicle that i can utilize til car is registeredprovide reimburesment for money paid while i had no vehicle 4,379.58all maintenance & protection plans transferred as this is causing the vehicle to be properly maintained

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2:18 pm EDT
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Lexus Wilde Lexus of Sarasota

I bought a Lexus on April 21, 2023 from Wilde Lexus of Sarasota. When I went to the fiancé person, after 4 hrs at the dealership, I questioned the price/ costs but he twisted words and I believed whatever he said. The next day, I tabulated and looked at price/ costs and they were over $3400 and possible more of what I should have paid. The sticker price was not even honored, which I had questioned as well and they did not give me my asking price for my trade in, it was well lower. I tried contacting the dealership, ended up the GM had the finance and sales person call me. They were no help, of course, as they were the ones that convinced me of the purchase price. I contacted the BBB and the GM did get in touch. He asked me to come in and we could sit down to discuss. I told him I really never wanted to visit this dealership again, but in the end said I would when possible; I live 1 1/2 hr away. The GM did give me his number, I called to schedule or resolve on the phone and heard back with voice mail, but, have never heard back since. I don’t know how I can get a resolution.

Desired outcome: Difference of sticker price 32,884 not what they charged me, 34,313.05. Should have 9-10k for trade given 8312.00; want fair trade price. Did not ask for anti theft or appearance protections at a total of 1324.00 Thank you.

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Lexus Customer Reviews Overview

Lexus is a global luxury vehicle brand that is a division of the Japanese automaker Toyota. Known for its range of premium cars, Lexus offers sedans, coupes, convertibles, and SUVs, along with hybrid vehicles that blend performance with eco-friendly technology. The brand emphasizes craftsmanship, innovation, and customer service. Lexus vehicles are sold through a network of authorized dealerships, which also provide maintenance and repair services. The company's website offers detailed information on their models, specifications, and dealership locations.

Lexus In-depth Review

In summary, Lexus stands out as a premium brand with a strong commitment to quality, innovation, and customer satisfaction. While exploring www.lexus-int.com, I have gathered insights into their market position, product range, and customer experiences that reflect their dedication to excellence and future-oriented approach.

Company Overview

  1. Brief History: Lexus started as luxury vehicle division of Toyota in 1989. They have grown to become a well-respected name in luxury automotive industry.
  2. Market Position: Lexus is known for high-end market, competing with other luxury brands like BMW and Mercedes-Benz.

Product Range

  1. Vehicle Models: Lexus offers diverse models including sedans, SUVs, and coupes, catering to various customer preferences.
  2. Hybrid and Electric Options: Lexus is strong in hybrid market with several options, and they are moving towards electric vehicles too.

Customer Experience

  1. Dealership Atmosphere: Lexus dealerships are known for their luxury and comfort, making customers feel valued.
  2. After-Sales Service: They provide excellent after-sales service, ensuring customer satisfaction even after purchase.

Quality and Reliability

  1. Build Quality: Lexus vehicles are renowned for their build quality, with attention to detail and premium materials.
  2. Safety Features: They include advanced safety features, prioritizing passenger security.

Innovation and Technology

  1. In-Car Technology: Lexus cars come with latest in-car technology, enhancing driving experience.
  2. Sustainable Technologies: They are investing in sustainable technologies to reduce environmental impact.

Pricing and Value

  1. Price Range: Lexus cars are priced as luxury items, but they offer good value considering their quality and features.
  2. Resale Value: Lexus vehicles maintain a strong resale value, reflecting their lasting appeal.

Brand Reputation

  1. Industry Awards and Recognition: Lexus has received numerous awards for quality, innovation, and customer service.
  2. Media Coverage: They are often positively featured in automotive media for their advancements and luxury offerings.

Sustainability Efforts

  1. Environmental Initiatives: Lexus is committed to reducing their environmental footprint through various initiatives.

Customer Support

  1. Warranty and Coverage: Lexus provides comprehensive warranty and coverage options for their vehicles.
  2. Customer Service Channels: Multiple channels are available for customer support, including online and in-person.

Comparison with Competitors

  1. Unique Selling Propositions: Lexus differentiates itself with a focus on luxury, reliability, and customer service.

Website Experience

  1. Navigation and Usability: The website is user-friendly, with easy navigation and clear categorization of information.
  2. Online Services and Features: Online services such as vehicle configuration and dealer locator are helpful.

Community and Social Engagement

  1. Social Media Presence: Lexus has active social media presence, engaging with customers and fans.
  2. Customer Loyalty Programs: They offer loyalty programs, rewarding repeat customers.

Future Outlook

  1. Upcoming Models and Features: Lexus is expected to continue introducing innovative models with advanced features.
  2. Expansion Plans and Growth Strategy: They are likely to expand their market presence and adapt to industry trends.

Final Verdict

  1. Overall Impressions: Lexus impresses with its dedication to luxury, quality, and customer satisfaction.
  2. Recommendations: I would recommend Lexus to those seeking a premium automotive experience with reliable after-sales support.
  3. Potential Areas for Improvement: While Lexus is doing well, they could further enhance their electric vehicle offerings to meet growing demand.
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