Lexus
reviews and complaints

We currently own a 2017 NX200t which has been an excellent vehicle. However, for 12 years prior to purchasing this vehicle, we had owned white cars but the color choices in 2017 were so poor we again decided to get white. Now we are purchasing a 2023 or 2024 NX350h but again find the color choices so poor we are left with choosing between white and nori green, neither of which excites us. Both the blue and the red color options look like they belong on much less expensive cars.

We would hope that Lexus would provide color options that showcase the quality and price of the vehicle.

I'm really disappointed on the service and how Lexus service centre in Riyadh is dealing with me. I have made an accident on the 8th of December 2022, and immediately started the process with the insurance company to fix the car and it was too slow because of the delay of dealing with the case by the maintenance engineer/ Ahmed Salah (Northern Ring Road, Riyadh, Saudi Arabia) in addition to his unprofessionalism of not answering neither my calls nor the insurance company calls emails and calls. He tried to cheat and add another unrelated damage to the insurance complaint (I have made it clear to him to not do to avoid additional delay), this has delayed the process for two weeks. Finally, the process has been continued slowly and I been informed that the car is fixed and ready (by Thursday 2 February 2023), but the amount should be paid by the insurance company first. Therefore, I was in contact with both Lexus maintenance engineer and the insurance company representative to expedite the process to collect the car and today (Tuesday 8 February 2023) I been called by the maintenance engineer to collect the car. When I arrived, he discovered that the insurance company have made the payment to another bank account belong to Abdullatif Jameel (not the one that they usually use) and refused to give me the car. Then I talked to the maintenance manager / Ahmed Abdulmaqsud to help either by giving me the car or provide me with a replacement car, but he also refused since the amount wasn’t paid. During this two month I was renting a car and costed me more than SAR 6,000 and I fully convinced that the time easily can be less than one month if the maintenance engineer was an active and professional. I don’t know who did the mistake which cause the wrong transaction because as always, I wasn’t aware about the contact between Lexus and the insurance company. I really request the following:

1. A corrective action on the maintenance engineer

2. A discount amount and securing a replacement car (until Lexus fix their issue with the insurance company which could take weeks)

Finally, I will be complaining to the MoC, Lexus international to follow this unprofessional dealing. Now I really rethinking of not paying a third Lexus car and checking other car brands.

Radio / CD player did not work. Battery died at 37 months, poor service!

Worse yet - brake assist did not employ nor lane centering - resulting in accident.. I needed to understand why. Calls to a Lexus tech nothing! Call to Manager / Supervisor useless... they said call dealership.

My call to SC Dealership a waste of time - they said to call Lexus central! I called Used #4 - the idiot just read me word-for-word the @ manual. I called again hoping someone else... same idiot...

I called again this time chose #2.. complaint - absolute [censored].. They COULD NOT do anything as each dealership is independently owner. For god's sack Lexus is supposed to be First In Class... Instead their service is worse than a Fly by Night repair shop... NEVER AGAIN!

On November 16, 2022 an appointment was made with Lexus of West Kendal, 13750 SW 136th St, Miami, FL 33186 for its normal interval service maintenance, the appointment was set for 11/19. My regular service adviser Esteban was out and I was assigned to Mario Rosel. At that time I also reported to have the a/c checked on the right passenger side and I also advised that I needed the brakes checked. Mr Rosel advised that that the brakes would be checked as part of the service maintenance. The vehicle was kept for 4 days.

No follow-up was received from the Service Advisor Mario Rosel . I spoke with the Service Manager who told me he would follow-up. The Service Advisor Rosel called that the vehicle was ready for pickup on November 23, 2022. On November 24 I called to confirm that the interval service maintenance was performed as the receipt was different from the standard invoice. I was advised that Yes the regular maintenance was performed. On January 3rd my vehicle had a message on the dash that indicated my vehicle required service and to contact the dealer. I brought the car in and advised my service advisor Esteban that the car had been serviced back in November and presumably perhaps the reset button had not been complete. Lo and behold service maintenance (reason why vehicle was brought in in November) was never performed and the vehicle was in undriveable condition as the brakes and rotors were worn. At NO TIME was I advised that service was not performed in the 4 days the vehicle was in their possession. I was mislead to believe that maintenance for which the vehicle was brought in for was not completed. I was placed in a hazardous and dangerous position and the vehicle was not driveable. I am requesting a written response from Lexus as to why this occurred and a refund of $1108.80 for these repairs which would have been avoided if the vehicle had been properly serviced.

I will be filing a formal compliant with the Court after 30 days.

I went to get my vehicle serviced on December 10th for a routine tire rotation and 70,000 mile service. The technician tells me that I needed a new water pump and that I couldn't drive my vehicle because my engine may lock up. I was so scared to drive my vehicle home but no lights came on in the dashboard and I don't have a lot of miles on it. Nothing is wrong with my water pump so I had to buy my own antifreeze and put it in my vehicle because they didn't. This was something they should have done for a sevice that costs $387. Not one ounce of antifreeze has leaked since I put it in there. I will never go back to this particular dealership ever again. They are just telling you things to try to get money.

Lexus does not care about their customers. They will not update their 5G service for vehicles without the capability, so we are all faced with no remote start - one of the main reasons we bought the car. Lexus’ main goal is for you to buy new cars instead and will do nothing for their customers, including providing key remote start as an alternative. Do not buy from this company, as they do not care for their customers.

The radio and speaker system in my 2019 Lexus 350 have very poor quality.

The surround sound is almost nonexistent. When the sound is supposedly equally distributed to front and back speakers, the driver can only hear distinctly the sound coming from the front speakers. The sound often changes drastically when the station is changed - the volume has to be adjusted. The speakers also sound very cheap when speaking on the phone. - sort of like walkie talkies.

Regardless of what adjustments are made, the driver cannot get a full surround sound that one would expect from a luxury car.

I took my ES 350 2019 to Mead Lexus on three occasions. First, on December 14, 2019. The technician performed a computer upgrade to get the radio to sound better; this did not improve the sound. I also sat with technician and compared the sound to another 2019 ES 350. The poor-quality sound was the same in both cars.

The dealership has not resolved this issue. I was told that I could buy another 2019 ES 350 with an upgraded Levison sound system. This would increase my Monthly note by $125.00. The contract would be for 72 Months; this deal if accepted would cause me to pay an additional $9000.00 for the loan.

I would also have to eat the $1500.00 I paid in taxes on my current car.

Additionally, I would lose the pre-certification status that I now have on my

vehicle. I do not feel that this is a fair deal to a long-term customer - I have

bought four vehicles from this dealership. I feel very much under-appreciated as a customer.

I have sent 2 requests about this incident to the customer service contact, no reply from them.

I have leased a new 2023 NX350h on Nov. 27 at Open Road Richmond as agreed on the contract to remove the dash cam from my old Lexus to re-install to my new Lexus.

I was told by a Manager(not sure he was Sales), someone would contact me to bring back my new car to re-install it but nobody contact me so far, it's been more than 3 weeks by now, not happy with that not good service, at least let me know when...

Lexus needs to provide a fix so that I can continue to use the Lexus Enform Suite on my 2017 ES 350. Apparently the upgrade to 5G is preventing me from using the technology that I relied on to do such things as a remote start of my vehicle. Many Lexus owners must be experiencing the same problem and the dealership where I purchased the vehicle is unable to address the problem.

My family and I bought a “Lexus IS250 2015” back in 2018 at CarMax. The mileage was about around 17,000 to 18,000 mileage. A year later 2019 we had an AC servo motor problem, meaning 1 side of the car was blowing hot and the other side blows cold. We got it fix from CarMax recommend mechanic shop and everything was okay. Until a little over a year later 2020 same reason happened this time CarMax took care of the problem but it happened again in 2021. This time we had Lexus local dealership fix it under warranty costumer support. Now same reason is happening again 2022 another AC problem we had it diagnose by CarMax and told us it’s the servo motor failing again. I just don’t understand why the same problem keep happing to my car. I understand I’m still under warranty with CarMax but once my warranty ended in 2023 I’m on my own. Every fix on this servo motor with out warranty is over $1,000+ Please Lexus figure this problem.

To whom it may concern,

I was a proud Lexus owner I was so excited to buy (finance) my first Lexus (2014 is 250 f sport) due to its legendary dependability, reliability, styling and it's creature comforts. I meticulously maintained and cared for this car. After the 1st year of ownership the dealer tells me the inside shoulder of the front tires wear out after about 15-20k miles. That seems premature to me, he responds Lexus used soft bushings on the lower control arms so while braking the inside shoulders of the tires become worn. Ok not a problem I love this car and can deal with that I said. Now a year later out of nowhere for no apparent reason the radio\gps just reboots continuously. After bringing it to the dealer I am told it's a ("common known defective issue") defective unit and it's going to cost me 6k and it's indefinitely back ordered ! I am told my only other option is a used one for $2500 and either avenue could leave me in this same position a year or two from now... Up until today I loved this car and I ranted and raved about how great it was. Three close friends bought Lexus' because of the great experiences I had with mine... I have 3 years left on the loan and this most recent issue with the radio makes me just want to try to get it fixed and sell the vehicle. I'm not going to lie I'm extremely disappointed.

-Steve

Greetings. I purchased my vehicle and paid it off right away. I went in for service recently and I was told my transmission is bad. I do not understand how this can happen to such amazing luxury car. I am wondering if this is a recall issue? I cannot be driving a Lexus that is very pretty and well cared for with a bad transmission. Please help me in any way possible as I am a single mother with student loan debt trying to fix my life then this happens to me. I am a public servant on my time off which means I assist in pantries and as needed for our seniors and our communities and I cannot drive around knowing my transmission is bad. Urgent help is necessary.

I bought my Lexus 450H 18 months ago (3/2021) I LOVE EVERYTHING about the car, except the vent under the windshield. My car smelling musty when the AC was on after having it 14 months. When I took it to the service department, it was completely full of leaves and debris. They had to do a deep cleaning, removing my grill, and charged me over 500 dollars to get the musty smell to go away. This is a brand new car, and I live where there are trees. I assume a lot of other people do too!

The worst part was that the service manager who has been with Lexus for 26 years basically said it was my fault bc I let the leaves stack up in there. I have asked him if Lexus has a custom piece to protect the vent while Im parked to prevent this from happening again, and they said no. I have looked and looked, and still have not been successful in finding something to help the issue. This is a major design flaw, and I think it's wrong that Lexus does not have a solution.

I have been vacuming out my vent once a week to keep the debris from stacking up.

Lexus should have a cover the cleaning fees under their warranty if they can't supply cover that prevents this debris pile up from happening.

A couple of weeks after purchasing my 2022 Lexus ES 350, the bottom of the driver seat became very uncomfortable and, to my disbelief, I was sitting on a transversal bar (I am not sure if the padding was very thin or the bar was protruding). I called the Service department and scheduled an appointment, the bottom of the seat being replaced. At the time of scheduling the service, I required to have the defective part replaced with a power cushion extender, but the answer was 'no', these seats being installed by the factory only. I would like to mention that, after my long commute, I am having severe lower back pain. I got to a point where I don't want to drive this car.

I contacted Lexus customer service and I explained my problem with the seat, requesting the seat(s) to be upgraded, but I was astonished by the answer received: either purchase a seat cushion or trade in the car, the dealership being the decision maker. Despite expressing my dissatisfaction and disappointment with the brand, my complaint fell on deaf ears. The conclusion I reached is that I am at the losing end of the bargain, being stuck between a rock and a hard place: either I have to bite the bullet, continue driving this car and deal with the back pain or take a financial loss for the trade in.

I have been a long time Toyota and Lexus loyal customer, owning six Toyotas and three Lexus vehicles; however, my last experience has been a nightmare.

I took my 2021 Lexus 450H in for a 15,000 mile service. When I got my car back I found they had done a fuel injector flush. Are Lexus engines that poorly made that they have to have the fuel injectors cleaned at 15K miles? I have owned various Lexus RX's since 2001 and this is the first time they have ever done a fuel injector flush. I think they should have advised me before performing the service.

1st of June 2021 was the first day to pay deposit for the new Lexus LX .me and my husband went to our local Lexus dealer. I wanted the LX car 2022 and also my husband wanted a LX car 2022. We paid the deposit for both cars on that day. 

My husband received his car in February 2022. They told me that I might receive my car in April 2022. April came and they told me that I will not receive it this month do you have to wait another month. Each month  i go they tell me to wait.

I have found out that people paid the deposit after me received the same car already. This is unfair. They should distribute the cars depending on the dates of the deposit. I went to Lexus many times complaining about my situation telling them that I want the car. they tell me they want a bigger [censored] shipment to give me the car. And now they are not allowed to give the same house two cars. I don’t understand the rule it is unfair and unethical to put a rule such as that. One car is under my name and the other car is under my husband‘s name why am I not allowed to receive a car and the other hand my husband received a car already months ago. 

Until today I have not received the car. I went the first day they opening the deposit for the new Lexus LX 2022 and after more than a year I still did not receive my car. 

I am loyal to Lexus my old car is RX and I have it for more than 10 years. I do not want to take another car different brand. 

I was in a fender bender type accident (see photo attached) and my car was taken to a garage (advised by ins. co.) on May 31, 2022. The garage advised they would have my car back to me in approximately a week. At the end of the week, the garage called and said my part, a blind spot sensor, would not be shipped until July 8, 2022. When July 8th came around we were advised by Lexus that the part would not be in until Aug. 4, 2022. Now I had a rental car, but it capped out on June 29th. I'm now out of pocket almost $1,700 In an attempt to get my rental paid for by someone, I contacted Lexus on the following dates:

07/11/22 - 1:43pm Advised Courtney was my go to person Case #[protected], indicated I'd get a call the next day.

07/14/22 1:08pm Never received call back

7/15/22 1:13pm Talked to Luis, Courtney's boss, said he thought he found a part would get back to me.

07/25/22 10:29am Never received call back

07/29/22 9:53am Never received all back

08/01/22 5:22pm 21 days after initial call Courtney called to say they are looking for part.

I used to think a lot of Lexus. That changed on June 24, 2022, when my 2015 Lexus RX 350 broke down on I-95 as I was driving from southern Rhode Island to a medical appointment in Boston.

My engine light and AWD light went on. I saw a rest area ahead so I pulled in. I was towed to Herb Chambers Lexus in Sharon, MA.

Herb Chambers Lexus’ diagnosis found that my car’s third piston had failed and said that the engine either needed to be replaced or rebuilt. They said the least expensive option was to replace the engine with a used engine which would cost around $8600, including parts, labor + tax.

That is a lot of money, especially for a vehicle with only 106,600 miles. Frankly, I expect a Lexus to go at least 200,000 miles without such a major repair. Acuras, Infinitis, Jeeps, Subarus and other brands go 200,000 miles, according to JD Powers & Car and Driver. A Lexus should too.

By the way, Herb Chambers Lexus of Sharon returned the car to me with the engine in pieces.

I called Lexus corporate to see if they would help (I hoped Lexus would pay half the cost of replacing the engine) and spoke with Liz, a Brand Engagement Advocate. She turned my case over to Brian who called a few days later to say that Lexus would not assist me in any way because I’d let my warranty lapse and had not done regular maintenance (eg, oil changes) at a Lexus dealer. The nearest Lexus dealer is 22 miles from me. I had regular maintenance and mechanical system reviews, as Lexus prescribed, done at a local garage. I specifically asked Brian if Lexus would cover 50% of replacing the engine. He reiterated that Lexus would not assist in any way.

This should serve as a warning to anyone who is thinking of buying a Lexus. I will never buy another Lexus for these very basic reasons: 1) The Lexus engine failed after 106,600 miles and 2) Lexus corporate’s lack of accountability for their shoddy workmanship.

The supervisor at LEXUS ROADSIDE ASSISTANCE, namely Lilian , located in Heathrow, Florida, I have been calling her for the past six months seven days a week and have left massages for her and she has never called me back.

She has no customer service etiquette and she is lazy and she likes hiding behind her phone and won't call customers back .

I have a 2021 LC500. I ran over a piece of metal that punctured my tire. We purchased the wheel & tire warranty when we bought the car but I called Lexus roadside assistance to tow the car to the dealership. At 2:30 pm I was told that the tow truck would be there in 88 minutes and to stay with my vehicle. At 4:50 I called back because no one had showed up only to be told that no one wanted to take the job and for me to try to call back early tomorrow morning! No one even bothered to call me to tell me that they weren't coming.

We spent over $120,000 on this vehicle and it's ridiculous to receive this kind of treatment. This was our first and last Lexus!

Terrible!