Lexus
reviews and complaints

Lexus called that a dashboard replacement was now in. I had just had my Lexus GX serviced 2 months earlier for 3, 000.00 I agreed to bring the car in for the new dashboard. The next day, Chris from Lexus called and stated that Lexus had accidentally damaged the speaker while replacing the dashboard. They would fix the problem and let me know when I could pick up the car. At 11:30 am, Chris called and said I could pick up the car and that it had been repaired. I told him I would be in the next morning. Today I went in, as agreed, and Chris informed me that he had called this morning at 7:15 am. He indicated in his message that the key had become stuck and they had to take apart the ignition. He also tried to convince me that the ignition had been damaged when I dropped it off. I advised him that the ignition was not damaged when I dropped it off. The car had been running perfectly. I advised Chris that I could wait no longer as I had to get my daughter to school. I overheard Chris tell the guy at the front counter that they would just throw the ignition back together. Lexus damaged the speaker first and the ignition second. I will update this complaint when I hear back from Lexus Carlsbad

I got check hybrid system error came when its only 76000 miles on the car.
Lexus dealer charge me diagnostic cost of $149 and then told me cost for replacement is $7000. I called lexus and they said they cant help since car is 9 years old. I told them how can all the car having battery issue as soon as warranty time over, if they are aware of this issue then they have to disclose it since car real value is way more then buying cost. Very poor service.

No one should b y lexus. Worst car ever

I bought a lexus – a lexus rx350 - in 2007. At about the same time, needing a vehicle for commuting, I purchased what some might say is the antithesis of a lexus – a hyundai – a hyundai elantra (2008), to be precise. Here’s what happened since:

Date lexus ($50, 000 +) hyundai ($15, 000)

Oct 12th 2012 battery failed (32830 mi)

Nov 12th 2012 idler pulley for drive belt failed
(36362 mi)

March 11th 2014 ignition coil #5 failed (42891 mi) replaced drive belts
(on highway – nearly hit by truck)

March 30th 2016 rear caliper blown (61498 mi - $654.40)

April 20th 2016 ignition coil #6 failed (62562 mi - $ 293.47)

April 20th 2016 dealer diagnosed leaking steering fluid
Recommends steering replacement
($1600 estimate - not done yet)

Maintenance items such as regular servicing, brake and tire replacements and such, do not appear in the above list, as also any repairs prior to 2012 (have not kept records). All repairs have been performed at haldeman lexus of princeton, 2630 brunswick pike, business route 1 north, lawrenceville, nj [protected]. The vehicle has been run for pleasure, under normal operating conditions.

The failures are premature, and entirely unexpected, at these mileages. The vehicle is a lexus! In contrast, the hyundai, surprisingly ran fine at 90000 miles +, with no significant breakdowns or repairs, apart from a battery replacement at about 50, 000 mi and drive belt replacement at about 85, 000 miles.

I provided the above comparison to lexus - have yet to hear from them. No doubt, it's difficult to accept that a hyundai can beat a lexus hands down, in terms of what lexus purportedly excels at, manufacturing quality. Looks like we should look elsewhere when its time to buy that next suv.

Had an issue with a safety recall. My car required repairs because of a recall issue before I received the recall notice and I paid $375 to have it repaired. To get reimbursed for this has been a nightmare! The first person I talked to said just send the bill, proof that you paid the bill, and the certificate of title for the vehicle. So, I gathered it up and emailed it to them. A week later I get a message left on my phone from "juan". Juan now wants all sorts of additional paperwork (short of my kids birth certificates) that to me were superfluous.

Lexus definitely wants you to buy one of their high-end cars. But, when it comes to keeping customers satisfied, they fall wayyyyyyy short. I will never buy a lexus again!

This was BY FAR the WORST experience I've EVER had with ANY business of ANY KIND in all my 49 years! I initially contacted Lexus of Orlando to inquire about a 2013 White Lexus ES350 they had listed on the Internet at $31, 500. Alesha, their Internet liaison, replied and told me, 'Yes, the car is in stock.' She also sent me info on a second similar car listed at $33, 000, so I felt reasonably certain I'd be making my purchase of ONE of these two white Lexus ES350 vehicles when I arrived at the dealership a few days later.

My husband and I drove to Orlando from Cocoa Beach (an hour away) to make a cash deal with no trade-in…..should have been a quick & simple transaction, right? The day before we drove over, I contacted Alesha and AGAIN she confirmed that the car with the $31, 500 sticker was still in stock and waiting for us. (She even said, at one point, "I personally have checked on this vehicle and it's ready to be parked in your garage!") The $33, 000 car had sold, which was understandable, of course.

Then, on the very day, and as we drove to Orlando, Alesha phoned me while we were on the 417 and about 20-minutes from the dealership. AGAIN, she confirmed the $31, 500 car was waiting to be test-driven. We had our checkbook ready and figured we'd make a deal and be on our way within the hour.

When we arrived at the lot, minutes after Alesha's call, we were literally ignored (and I'm serious) for nearly 15 minutes as we waited inside the showroom. A woman then told us 'Henry' would be with us shortly. Minutes later, we overheard the receptionist say that 'Henry had JUST ARRIVED!' I went and asked for help from someone else and another salesman, Jorge, offered to help us. While Jorge was very nice, he could not locate the car we'd come to see. Three of us walked all around the dealership in 95-degree heat for about 45-minutes as we LOOKED for this Phantom Vehicle that seemed to elude everyone.

Things were becoming clearer to us, by this point (and I'm sure you can see where this is going!).

We explained precisely which car we'd driven over to see and I showed Jorge the multiple emails I'd received from Alesha in Internet Sales. NO ONE COULD FIND THIS PHANTOM CAR! THERE WAS NO RECORD OF SUCH A VEHICLE!

I was infuriated by this time and began phoning Alesha (who was miraculously 'at lunch' and unavailable to take my calls). A manager came and 'pretended' to be concerned and offer his help….which only added fuel to the fire, by this time. HE was as inept and useless as every other person we'd encountered and HE could not FIND THE CAR either! There were multiple salesmen and managers involved by this point, and it looked like a 'Chinese Fire Drill' as they robotically flitted around and bumped into one another as they pretended to 'look for this elusive ES350.' I wasn't sure if we were at a Lexus dealership or watching a bad Laurel & Hardy film!

Finally, after an '90-minutes, ' they offered us an ES350 to drive that had not yet undergone a clean-up and inspection, and the price of THAT car was $33, 500. We drove the car and 'tried to envision' how it would look after it had been properly serviced. By this time, our experience had been lackluster and we began losing faith that this dealership would be able to provide the type of service we demand and expect from a Lexus dealer.

After the TWO-HOUR debacle, we offered $31, 500 CASH for the car that we drove (and that they couldn't have 'ready' for us till Tues or Wed, 3-4 days LATER). The manager said the best he'd do was $33, 000. We explained that since we'd clearly been duped and scammed that we intended to offer not a penny over the price of the car we'd come to see.

In the end, we told the manager to, "Shove it, " and we went to find an ETHICAL AND HONEST dealership!

Not only will I never again set foot in Lexus of Orlando, but I plan to make it my mission to share this disgusting story of classic 'Bait & Switch' tactics with everyone I know, in an effort to save others from being scammed, lied to, deceived and flagrantly screwed by these gypsies!

As owners of multiple successful (and ethical) businesses, my husband and I were highly offended that ANYONE would resort to such slimy, degenerate 'Snake Oil Salesman' tactics just to 'get people on the lot!'

AVOID THIS DEALERSHIP, FRIENDS, AND TELL EVERYONE YOU KNOW TO DO THE SAME!

Exus of austin certifys vehicle with extensive body repairs and collision damage with collision work of $10000+ vin: 2t2zk1ba6ac019717 2010 lexus rx350 lease to lexus of austin in october 2012. The vehicle has had the following repairs done: hood repainted, front bumper replaced/rebar replaced/drivers side fender replaced/painted, passenger front door repainted/blended, rear passenger door skin replaced/painted/ rear quarter panel painted, rear bumper replaced. Multiple suspension damage also. This car has been to the body shop 3+ times with total amount of damages exceeding $10000.00. The collision damaged was disclosed to randy hoff our sales consultant. He gives us a very low trade-in value and told me that the vehicle would go to auction and could not be certified by lexus. To my surprise I see it listed for sale on their website as certified pre-owned I checked the service records and it was in fact certified by lexus of austin. This vehicle was certified per service records on 10/22/2012. Absolutely the worst sales and service experience at lexus of austin. They will give you a bad deal and are not service oriented. All lexus of austin cares about is the sale. They will have no problem taking your money. The problem is after the sale they do not care because they have your money. They will not deal on any of their new vehicles and will charge thousands more than the competition even when a quote is shown by a competing dealer. Michael cobb the sales manager at lexus of austin immediately because very rude and defensive when a competing quote from another dealer is shown. He told me I should trust his pricing and that we are friends and I should not get quotes elsewhere. He claimed the other dealer was losing money. The service department is a joke. I brought my brand new lexus in for servicing to program another key. I received a bill later from the service advisor jason king for a hour of labor to program a key. A key takes 10 minutes to program. I never signed anything with them authorizing the labor charge. When I discussed these concerns with the service manager eddy cooke he told me their is separate pricing for his services if I purchase my vehicle from another dealership. He later refunds it after I told him I was going to call the corporate office. They then call me into their office and my sales consultant randy hoff, curtis howard, and the general manager steven walker corner me in their office and harass me for buying my car elsewhere other than lexus of austin and for reporting this to the lexus corporate office. They tell me never to bring my vehicle to their service department since I bought it from another dealer and never to step foot on their property again. They told me since I bought the vehicle in dallas to service the vehicle in dallas. Do not buy from lexus of austin! I have personally saved thousands by buying in dallas. Lexus of austin apparently doesn't service vehicles that were not bought from them. They will give you a hard time and harass you if you service your vehicle at lexus of austin and not buy the car from them. I have completed 25+ vehicle transactions with lexus of austin and without any doubt they are one of the worst auto dealerships in the country.

Lexus of austin certifys vehicle with extensive body repairs and collision damage with collision work of $10000+ vin: 2t2zk1ba6ac019717 2010 lexus rx350 lease to lexus of austin in october 2012. The vehicle has had the following repairs done: hood repainted, front bumper replaced/rebar replaced/drivers side fender replaced/painted, passenger front door repainted/blended, rear passenger door skin replaced/painted/ rear quarter panel painted, rear bumper replaced. Multiple suspension damage also. This car has been to the body shop 3+ times with total amount of damages exceeding $10000.00. The collision damaged was disclosed to randy hoff our sales consultant. He gives us a very low trade-in value and told me that the vehicle would go to auction and could not be certified by lexus. To my surprise I see it listed for sale on their website as “certified pre-owned” I checked the service records and it was in fact certified by lexus of austin. This vehicle was certified per service records on 10/22/2012.

Absolutely the worst sales and service experience at lexus of austin. They will * over. They will not deal on any of their new vehicles and will charge thousands more than the competition even when a quote is shown by a competing dealer. Michael cobb the sales manager at lexus of austin immediately because very rude and defensive when a competing quote from another dealer is shown. He told me I should "trust" his pricing and that we are friends and I should not get quotes elsewhere. He claimed the other dealer was losing money. The service department is a joke. I brought my brand new lexus in for servicing to program another key. I received a bill later from the service advisor jason king for a hour of labor to program a key. A key takes 10 minutes to program. I never signed anything with them authorizing the labor charge. When I discussed these concerns with the service manager eddy cooke he told me their is separate pricing for his services if I purchase my vehicle from another dealership. He later refunds it after I told him I was going to call the corporate office. They then call me into their office and my sales consultant randy hoff, curtis howard, and the general manager steven walker corner me in their office and harass me for buying my car elsewhere other than lexus of austin and for reporting this to the lexus corporate office. They tell me never to bring my vehicle to their service department since I bought it from another dealer and never to step foot on their property again. They told me since I bought the vehicle in dallas to service the vehicle in dallas. Do not buy from lexus of austin! I have personally saved thousands by buying from sewell lexus in dallas. Lexus of austin apparently doesn't service vehicles that were not bought from them. They will give you a hard time and harass you if you service your vehicle at lexus of austin and not buy the car from them. Buy from sewell lexus in dallas.

Getting an oil change at stevens creek lexus is a nightmare. They are so disrespectful in that they book 8-10 appointments every 20 minutes, so the service is the worst. I am writing this as I have been waiting over 90 minutes for my scheduled oil change. Yes, I made an appointment and still waited and hour and a half (and still not done yet). They should take fewer appointments if it is going to take 90 minutes for each oil change.

I also told them about my breaks constantly squeaking and they told me that the brakes in the lexus is squeak normally, but if I want to pay for an upgrade, they will not squeak. I asked if I needed new brakes. They said no, but I need to pay for the upgrade if I want them to stop squeaking. Crazy!

Lexus of austin certifys vehicle with extensive body repairs and collision damage with collision work of $10000+ vin: 2t2zk1ba6ac019717 2010 lexus rx350 lease to lexus of austin in october 2012. The vehicle has had the following repairs done: hood repainted, front bumper replaced/rebar replaced/drivers side fender replaced/painted, passenger front door repainted/blended, rear passenger door skin replaced/painted/ rear quarter panel painted, rear bumper replaced. Multiple suspension damage also. This car has been to the body shop 3+ times with total amount of damages exceeding $10000.00. The collision damaged was disclosed to randy hoff our sales consultant. He gives us a very low trade-in value and told me that the vehicle would go to auction and could not be certified by lexus. To my surprise I see it listed for sale on their website as? Certified pre-owned? I checked the service records and it was in fact certified by lexus of austin. This vehicle was certified per service records on 10/22/2012.

Absolutely the worst sales and service experience at lexus of austin. They will screw you over. They will not deal on any of their new vehicles and will charge thousands more than the competition even when a quote is shown by a competing dealer. Michael cobb the sales manager at lexus of austin immediately because very rude and defensive when a competing quote from another dealer is shown. He told me I should "trust" his pricing and that we are friends and I should not get quotes elsewhere. He claimed the other dealer was losing money. The service department is a joke. I brought my brand new lexus in for servicing to program another key. I received a bill later from the service advisor jason king for a hour of labor to program a key. A key takes 10 minutes to program. I never signed anything with them authorizing the labor charge. When I discussed these concerns with the service manager eddy cooke he told me their is separate pricing for his services if I purchase my vehicle from another dealership. He later refunds it after I told him I was going to call the corporate office. They then call me into their office and my sales consultant randy hoff, curtis howard, and the general manager steven walker corner me in their office and harass me for buying my car elsewhere other than lexus of austin and for reporting this to the lexus corporate office. They tell me never to bring my vehicle to their service department since I bought it from another dealer and never to step foot on their property again. They told me since I bought the vehicle in dallas to service the vehicle in dallas. Do not buy from lexus of austin! I have personally saved thousands by buying from sewell lexus in dallas. Lexus of austin apparently doesn't service vehicles that were not bought from them. They will give you a hard time and harass you if you service your vehicle at lexus of austin and not buy the car from them. Buy from sewell lexus in dallas.

Hi, I am a lexus owner. I own rx350, 2008. My gps suddenly stop working, its not respond when I touch screen. Some time response when I touch heard. So I finger out if I touch heard it will response some time. After some time I got crack on the screen. Then I find out that still my car is under warranty. I brought my car to lexus dealer (hennessy lexus at gwinnett, ga) to check. The man name cj tall me after check every thing, that I have put suction cup on the gps screen to damage this, which is not right.

Since its damage by me, will not going to fix by warranty, if I want to fix that then I have to pay $7000 (seven thousand) dollar. Lexus should have better reason to avoid warranty. This is very bad police. I have used about ten different band name car so far. I have never experience that type of service. I bought lexus to have better performance, better service, and better warranty. I am very disappointed. As a user I am not very knowledgeable about the car part and electronics.

If any thing gets bad, still I will try to use it same way. By doing that it may get more damage. That calls after affect. Everybody will do same thing. First gps stop response, then I touch heard and crack the screen. The crack done by me but its not my fault. Intentionally am not going to damage my car. Nobody will. Still I hope you will solved the problem.

I am an 81 yr. Old widow and took my car in for the 50, 000 mile check up. My bill was $697.69 which I think was unbelievable. There was nothing wrong with the car. No trouble at all. They even put new wiper blades and replace wiper inserts and wash. I never had a problem with them as I had just bought the car from them with 40, 000 miles and supposedly completely gone over and in new condition. I spoke with several people afterwards and they told me no credible repair shop would come any where near that amount.
M.W. Tucson az.

Returned vehicle at end of lease. Had it inspected two weeks earlier at local lexus dealership and was told it was worth at least $5000 more than what it was offered to buy off. Since I wanted to reduce my debts (permanently disabled last year) I paid lease off early - nearly a year early, returned car with nearly 10, 000 less than agreed. When I turned in vehicle, I was told I would receive a notice if anything was owed for wear and tear. Except for a couple of tiny scratches (less than 1 inch), car was perfect. Well, a few weeks later, I received a letter stating I owed over $2, 500 in "excess" damages and wear and tear. I have not paid, can't afford to. What do I do? Lease was not supposed to end until may next year.

I recently had the pleasure of paying for a complete transmission rebuild on my son's 2001 rx 300. At first glance, one might say the car is old so what's the big deal. The transmission is flawed and has inadequate flow for cooling so in the long run it becomes so hot it fails|.

A total rebuild with an external fluid cooler was required to cool appropriately|. Customer service declined any help in covering the $4100 cost?.

I'll pursue a little further before reporting to government agency for recall evaluation!.

I have 3 lexuses and if I wanted my transmission to fail, I would have bought a chrysler/. My loyalty, if not reciprocated, will move to another more deserving brand'. I will purchase 3 new vehicles in the next 4 years and the revenue lexus loses will exceed any reimbursement". My son saved his own money and to have a 40 precent repair of a well-cared for and well maintained vehicle is devastating to a young man just getting started and his brand loyalty is in question.

I would avoid this place like the plague. I was dropping off a lease for my Dad, who was traveling out of state. I had a prescheduled appointment, and I got one series of lies after the other re why they wouldn't accept the car (despite the dealership having called me to set up the appointment). First I was told that the registered owner had to be present; when I asked to see where that was stated in the lease, the next story was that the owner had to sign the forms (despite me having a power of attorney). That seemed like a reasonable request so I agreed to have the forms faxed to my dad and signed by him, but they then said that wouldn't do; the forms had to be notarized. That wasn't a problem either, but I think they were hoping I would have balked at that because at that point they flatly refused to give me the forms that supposedly needed the notarized signature. What it really boiled down to is that they wanted to try to lease another vehicle and were trying to force my dad sit through an unwanted sales pitch. I finally left the keys and the car (despite their refusal to "accept it"). What an awful place. The irony is that I was going to look at a car for my family, but with the hassle about the lease I will look elsewhere.

My lexus rx 330 popped the molding on the quarter window. The window is intact and not in need of replacement. However, in order to correct for the loss of the molding, a strip of v-shaped plastic about 1" wide, i'm told I have to purchase the entire window. This is ridiculous. I've since discovered, this plastic part pops out a lot and lexus knows it. There are many people posting on lexusownersclub.com and clublexus.com, complaining about this.

Lexus offers absolutely no warranty on oem tires on your brand new lexus. That risk is all on the owner. This certainly is not explained at purchase. These tires cost nearly $300 each and no warranty. Certainly lexus has enough power with michelin to get the same warranty michelin offers through costco — huh?

To whom it may concern.

Subject: lexus customer support is nightmare.

On thursday 7/22 I took my ls430 to fort wayne lexus to check the low level whining sound. The problem was diagnosed as rear left bearing. The repair was quoted $661 and I agreed.

I was told tomorrow friday is open. I told the service mgr. We plan out of town travel at 3:00pm. He indicated if I bring the car by 11:00am, I will have the car back on or before 3:00pm. I dropped off the car at 10:30 on friday 7/23.

I went back to the dear at 3:00 to pick-up the car. I was advise by the service mgr the car will not be done before 5:00pm. There was no offer of accommodation for our weekend plan. I went back to the dealer at 5:00 just to be advised by assistant service mgr the is not ready and it needs additional parts at the cost of I believe $600 and that the part must be ordered. Still no offer of a loaner to salvage the weekend.

I asked to have my car back together as I do not wish to proceed with the repair. I was told it is not possible. I did not authorized additional cost and upset went back home.

Saturday 7/24 I called the service mgr to reinstate that I do not wish to proceed and would like the return of my car. He indicated the car can not be put back together.

Being upset, I called lexus hq, [protected], option 4 "customer satisfaction department". After waiting some 20 minutes I got to speak to gina holland and explained my situation. She indicated someone will contact me within 2 working days, that would be monday 7/26 or tuesday 7/27.

To make sure I called lexus again on monday 7/26. Again, waiting for about 20 minutes or so I got to speak with jessica monian who assured me I will receive call from jose martinez by tomorrow tuesday 7/27.

No call from mr. Martinez on tuesday 7/27.

On wednesday 7/28 I receive call from scott larman, dealer's parts manger who I have know for many years, offering small discount for the additional part and asking me, on a personal level, to authorize the repair, to which, I agreed, I agreed not for token discount but because of the good man who called. I picked up the car the next day, thursday 7/29. Done.

Being upset not have heard from lexus hq I made a follow up call on friday 7/30 and again after 20-25 minutes I got to speak to briana barkley who put me on hold to check if mr. Martinez can talk to me. About 5-7 minutes later she returned and advised mr. Martinez is currently busy and can not talk to me and that he will call me. I asked for the name of higher level manager. She said ms. Deidra charles. I asked if she would return my call!

On saturday 7/31 not having heard from mr. Martinez as yet, I decided to write to ms. Charles to express my dissatisfaction for the way in which lexus, arrogantly disregard my complaint and ignored my calls.

On friday 8/06. Perhaps after receiving my letter, I got a call from mr. Martinez, apologizing for the way they handled my case. He gave the reason for not having enough personnel to handle as such complaints... And that there were a few other unhappy customers for the same reasons!

Its worth noting I never heard from ms. Charles. It is unfortunate she did not have professional curtsy/decency to acknowledge my calls and letter.

I had expected a lot from lexus and I am totally disappointed and dissatisfied for the way in which they reveal themselves. And for this reason, I propose to rename the organization, "customer dissatisfaction department".

The purpose of this writing is to alert consumers of lexus baseless and false advertisements, "the pursuit of perfection". Buyer be aware. If customer support is important to you, don't count
On lexus.

Ray farashahi
[protected]
[protected]@comcast.net
08/12/10