My GS 300 with 60k had warped front disks which was annoying as I had replaced them at 36k. I contacted Lexus GB who said I should let a dealer technician take a look and they might consider a claim.

I took the car to Lexus Hatfield, who were not the supplying or maintaining dealer, unannounced. They immediately summoned a friendly technician who drove the car with me and agreed it needed attention.

It went from there. The After-Sales Manager, Kevin Riley, phoned Lexus in my presence, confimed the disks were warped but not worn and told them they were springing for this. The car went up on the ramp, Formula One style and the disks replaced. They even rebalanced the front wheels on their super-dooper machine as the new tyres defied balancing by Costco.

During this time Kevin entertains me by showing me round the new models, tells me that my 63k service will be less *** LOC discount and he will leave me with his new RX for the day while its being done. The quoted cost for this big service was reasonable.

Result: The car now drives great, confidence is resored, Hatfield get paid by Lexus GB instead of me, I will be delighted to let them service the car and have them supply the next one.

These people really know what to do to gain a customer. And the coffee was good.

Please post also as a dealer review It's nice to hear some good ones.

great mate.. would it be possible you could add this to the official dealer review system?

Cheers

PS if you have problems with the review system then log out and log back in again

Well I am pleased you had a good experience with Lexus Hatfield, mine has been a mixed bag unfortunately.

I purchased a 3 yr old manual IS200 Sport from them in May 2003 with a 12 month warranty.

I took the car in for a replacement CD/RADIO under warranty but returned to find they had ordered in the wrong one. Not too inconvenient as I work near the dealership, but what I found when cleaning the car 2 days later had me a little annoyed. There were two new light creases in the roof next to the sunroof with a pitch that could have resulted from less than considerate placing of an object coincindentally like a CD/RADIO.

I approached the gent I thought of as the service manager (as I had asked to be connected by telephone in the past) who was very sympathetic and could not give any other explaination for the creases other than those I had suggested. He agreed to make the repairs.

Time went on and I popped in to enquire when the work would be carried out only have my claim for the repair flatly refused by Kevin the "service manager" who said it was impossible that the creases were caused by his guys.

Well I do not believe in impossible as there is always room for doubt in such a case, I expressed my dissapointment and he offered a very unreasonable solution, i.e. I pay 50% (£150) towards the repair. Well £150 if 50% for this minor work would seem a little excessive, more likely the full cost, if not more!

My other grumble is that I complained of clutch judder. The clutch and flywheel were changed under warranty but the judder is even worse now. The dealership has been informed but they say they are unable to do more.

At the end of all this I have to say that Lexus Hatfield does not do it for me in the way it did perhaps for you.

Good luck with any more involvement.

The clutch judder is a common problem, as you'll see on this site. Changing the clutch and flywheel can help but many people have been unable to get it cured completely.

[quote name='Mike246' date='Jul 3 2003, 06:02 PM']During this time Kevin entertains me by showing me round the new models, tells me that my 63k service will be less *** LOC discount and he will leave me with his new RX for the day while its being done. The quoted cost for this big service was reasonable.[/quote]
I've got mixed feelings about Lexus Hatfield personally, as for service prices see this thread here. All the prices [b]don't[/b] include any LOC discount.

[url="http://www.lexusownersclub.co.uk/forum/index.php?act=ST&f=28&t=9374&"]63k service prices[/url]