• Save Up To 15% On Your Lexus Insurance!
      Save Up To 15% On Your Lexus Insurance!
    • Join Gold & Save!
      Join Gold & Save!
    • Get Your Club Gear
      Get Your Club Gear
    • Massive Choice on Lexus Parts
      Massive Choice on Lexus Parts
    • 1000's of Lexus For Sale
      1000's of Lexus For Sale


AdBlock Warning

Parts of this website do not function properly with AdBlock enabled on your device. To get the best user experience on our website, please disable Adblock for this website (domain) on your browser.


dutchie01

Your Lexus Dealer Experience

115 posts in this topic

11 minutes ago, 999101999 said:

Mikeyb999, that mirrors pretty much my experience.  Unfortunate that this is how we as customers are left feeling. Sure there must be very satisfied clients but equally there network and Lexus themselves appear to be failing to address the clients that are having issues and could be bought back to the fold if addressed !

That is what I call "disjointed" experience... Lexus doesn't have control over dealers nor vice versa... If nice dealer tries to solve anything for you "bottom-up" they are likely to fail at Lexus HO level, if Lexus tries to solve it "top-down" they will fail at dealer level. This lack of transparency, shared goals and values are really not great. Lexus cars are great, but in EU after sales support just doesn't match the quality of vehicles. I cannot say they are worse than other brands, but definitely not better.

Share this post


Link to post
Share on other sites
 

2 hours ago, 999101999 said:

Mikeyb999, that mirrors pretty much my experience.  Unfortunate that this is how we as customers are left feeling. Sure there must be very satisfied clients but equally there network and Lexus themselves appear to be failing to address the clients that are having issues and could be bought back to the fold if addressed !

I'd get in touch with Lexus GB as a non responsive dealer is bad.

I agree with Mikey999 about Lexus Cheltenham. Their prep is poor and sales is average at best. They also have a Porsche selling strategy i.e thr cars sell themselves at their advertised price or slightly less. They also offer the worst p/x prices out offer all premium brands and lowest discounts.

I'm a die hard Lexus guy but some offered the dealers are shocking. I'm glad my local dealer, Lexus Bradford are top notch, and tbh, the experience at Leeds has been positive as well. 

Share this post


Link to post
Share on other sites
16 hours ago, PaulWhitt20 said:

I think dealers are missing a trick with curtesy cars. When you go in for service, treat it as a potential test drive. If you take an IS in for service and book a curtesy car they should give you the option of a GS or similar, the car they would hope to sell you next rather than a CT.

 

 

My dealer did that with me. Took my CT in for recall work and got a NX in exchange. Was very nice to cruise around like lord of the manor for the day but I'll stick with my CT for now :happy:

Interesting comment about the Porsche experience. I got that from another dealer when looking to change last time (so I promptly walked out) but Lexus were completely different. Despite not looking like the average Lexus owner (under 30, jeans and trainers) I was treated the same as someone going in to buy new GS. When I indicated that I would be looking at preowned CTs there was no trying to pass me off, the same salesperson stuck with it and there was no hard sell on finance when I said I was paying cash.

Share this post


Link to post
Share on other sites

23 hours ago, rayaans said:

I'd get in touch with Lexus GB as a non responsive dealer is bad.

I agree with Mikey999 about Lexus Cheltenham. Their prep is poor and sales is average at best. They also have a Porsche selling strategy i.e thr cars sell themselves at their advertised price or slightly less. They also offer the worst p/x prices out offer all premium brands and lowest discounts.

I'm a die hard Lexus guy but some offered the dealers are shocking. I'm glad my local dealer, Lexus Bradford are top notch, and tbh, the experience at Leeds has been positive as well. 

My problem is that I am pushed to find time to get my car serviced other than locally. In 42 days of owning my GS it's done 3477 miles. Listers Cheltenham seem okay for servicing, but I understand the views about them. Mind you I have had negative experiences with both BMW locally and Mercedes. 

The good thing about Lexus is the fantastic build quality and reliability of the product compared to the German offerings. 

Share this post


Link to post
Share on other sites

I had a so-so experience buying my GS450h from Lexus Edgware Road.

 

The sales guy didn't know the product, never replied to my emailed questions in writing, and generally was a bit slippery.

 

On a matter of what should have been included with the car from what we agreed, I had to escalate to the sales manager then threaten to involve Lexus UK. It got sorted then.

 

I would not be in a hurry to deal with them again.

 

That said, the 'structural' aspects of Lexus dealers tick the right boxes. You're greeted professionally when you walk in, the coffee is excellent, and clearly effort is spent on making everything look slick. I'm shallow enough to like that sort of thing.

 

I'll be using Lexus Cambridge when the GS needs a service. I already take my Prius to their sister Toyota dealer so comparing the two will be interesting.

 

 

Sent from my iPhone using Tapatalk

Share this post


Link to post
Share on other sites

My feeling are experiences are similar, be it on a shorter timescale with my local dealer.  They have made a mediocre impression mainly down to lack of care and attention to detail regarding vehicle prep. Sales and reception are pleasant.  Senior management don't respond to calls or emails !  Agee with great product though :-)

Share this post


Link to post
Share on other sites

From the moment I pulled up in the car park to when I drove away in my (new to me) IS300, Lexus Sheffield have been astonishingly good. The car was the cheapest on the lot by quite a margin but I'd have been just as happy with that level of service if I'd been buying a £50k whatever. 

Share this post


Link to post
Share on other sites

Its refreshing to hear LOC members experience's with positive dealer engagement as well as poor service.  I wonder is this club blog ever read by anyone significant within LEXUS UK ?   Sadly we will never know!     If we have been treated unfairly or in a less than professional manner perhaps we should complain directly to customer services at Lexus and see if they take a grip of those dealers that fall short of required standards for what is a great brand and product!

1 person likes this

Share this post


Link to post
Share on other sites

27 minutes ago, 999101999 said:

Its refreshing to hear LOC members experience's with positive dealer engagement as well as poor service.  I wonder is this club blog ever read by anyone significant within LEXUS UK ?   Sadly we will never know!     If we have been treated unfairly or in a less than professional manner perhaps we should complain directly to customer services at Lexus and see if they take a grip of those dealers that fall short of required standards for what is a great brand and product!

Couldnt agree more Ian,

We all drive a Lexus AND are motoring enthusiasts one way or the other as we are interested in the LOC and spend time here debating our cars. It will be our common interest to lift the Lexus brand and increase the Lexus service. Brand loyalty seems bigger with us than with other brands. SO, Lexus, are you listening? We are here to help if wanted!

Having said that, i do think that any manufacturer that takes itself serious and has a group of customers organised in a club open for all will listen in as this will provide tons of information that will enhance customer service and marketing efforts. Lexus UK will no doubt have a highly trained Customer Service Department that you can contact on facebook, twitter and by mail and you will get a reply within the hour?  The M/D s of the dealers and all sales directors and managers will follow the LOC activities out of professional interest?

Will they? Anyone working for Lexus amongst the members?    

2 people like this

Share this post


Link to post
Share on other sites

Because they tend to be based on single negative episodes and generally consist of extremes of blame or praise, or even over-praise when

individual staff members are mentioned, I take opinions about dealerships with a pinch of salt.   Not surprisingly, dealers whose staff do their

jobs properly and for the most part anonymously and invisibly (with generously-endowed receptionists with prominent name-badges being a

justifiable exception) inspire little or no comment.   With specific regard to Lexus dealerships, I have over the years used eight or nine in

different countries and, except for rare encounters with people were obviously having a bad day (as I probably was too), I would give them

all similarly high marks for conscientiousness, helpfulness and courtesy, punctuality and, above all, an ability to quickly solve whatever

problem I had, the only jumps in blood pressure I have experienced (and continue to experience) being normal reactions to the size of the

bills for major services and/or parts - not that the need for replacements has been frequent given the good quality of the originals.  And

although I can't say to what extent overall reliability is dependent on good scheduled servicing by honest dealers, my own experience

certainly tells me that Lexus' traditional high scores in independent reliability surveys are deserved.

 

Of course, having been a Lexus owner for the better part of two decades I am no longer in a position to offer opinions about other

dealerships, but I must say that the days when new customers were almost startled by the far higher visible levels of enthusiasm and

motivation displayed by Lexus staff compared to their counterparts at, say, BMW or Audi (which were the marques I previously drove)

are long gone.  This does not mean that the quality of work has necessarily declined.  It means that the pressure of work has increased.

What appears to be happening is that staff numbers, especially in the workshop, are lagging behind the volume of service needs

being generated by the cumulative totals of Lexus models on the road in the sales area covered by individual dealerships.   And

although a forced increase in staff productivity irrespective of whether current sales targets are being met might be good news for

the owners of a dealership, it is probably not for customers who remember getting a smile along with their service needs. 

 

Share this post


Link to post
Share on other sites
On 11/08/2017 at 10:54 AM, colin79666 said:

Despite not looking like the average Lexus owner (under 30, jeans and trainers) I was treated the same as someone going in to buy new GS.

excuse me ...  isn't the average Lexus owner 60+ and also wearing jeans and trainers  :yahoo:

and also I quote from  the following too

" That said, the 'structural' aspects of Lexus dealers tick the right boxes. You're greeted professionally when you walk in, the coffee is excellent, and clearly effort is spent on making everything look slick."

When taking my Honda Legend to the Main Dealer .  Barrett's in Canterbury .....  using their free courtesy bus to the City Centre and to their Jaguar Land Rover showroom there, via their other main dealer showrooms en route ........ for Mini and BMW.. .  it is quite clear that it is the dealer offering a tremendous service with coffee, newspapers etc and that is down to the ethos of the BRAND of Barrett's . a long standing family business ...  not just the marque requirements

 

My dealings at the Mazda main dealer in Canterbury were not of a similar quality, where the sales staff couldn't care a monkey's if one wished to view a new car or not ( my 1994 car was in for a free re-call earlier this year )  ...........  clearly not owned by Barrett's and it shows 

hahahahaha ............  maybe it was the jeans and trainers and a 23 year old Mazda that made them think I was broke and not worth bothering with eh ! :whip:

Malc

1 person likes this

Share this post


Link to post
Share on other sites

I'm finding some of these comments really interestingly - I was almost under the impression that my negative experience was the exception, and I don't know anyone else who owns a Lexus to compare.  Colleagues have asked me if the dealership experience is as good as they assume it is so Lexus have done a good job of selling the dream.

My last other dealership experiences were with Citroen, Volvo, VW and Audi.  Despite the VAG bashing they were consistently as good as my best Lexus experiences.  Volvo were Ok, but only used them for my first interim service before the car went back to the lease co.  Citroen were flakey.

1 person likes this

Share this post


Link to post
Share on other sites

To throw in my tuppennies' - about all it is worth as Northern Ireland is a small place so you cannot just drive 100 miles to another city for another dealer. 

I found Volvo through the years quite good, though not exceptional. Costs were a bit on the high side for servicing. The showroom was a little cramped and courtesy car arrangements were complex and impractical. But very little really to worry about. 

I have found Audi very disappointing. They tried to mess us around at point of sale (for the trade-in); they failed to communicate properly when the car was in for a fix; in general, I do get the impression you are treated better further up the scale. Audi UK did little to help. Was left feeling they've become too successful too quickly and are taking customers for granted. One thing I would say against all that is that the showroom is magnificent. 

I have found Lexus the best, though I may just knock it down to four stars rather than five, as it were. They've been very good on a recent aftersales problem (much better than Lexus UK, who really haven't done much other than refer me back); the showroom is generally a pleasant place to visit; the front desk service is by far the best (they remember names, state a determination to sort problems, and do it all with a smile). As noted elsewhere, they do seem to treat everyone the same and I like the unhurried and unpressurised feel. One constant failing which maybe knocks the star off is the length servicing can take (maybe where the "unhurried" bit isn't so good) - it is not at all unusual to be casually called at 3pm and asked if they can keep the car, no doubt banking that it doesn't matter much since you have a courtesy. But actually sometimes it does matter, so I'd love them to sort that. 

1 person likes this

Share this post


Link to post
Share on other sites
17 hours ago, Mikeyb999 said:

I'm finding some of these comments really interestingly - I was almost under the impression that my negative experience was the exception, and I don't know anyone else who owns a Lexus to compare.  Colleagues have asked me if the dealership experience is as good as they assume it is so Lexus have done a good job of selling the dream.

My last other dealership experiences were with Citroen, Volvo, VW and Audi.  Despite the VAG bashing they were consistently as good as my best Lexus experiences.  Volvo were Ok, but only used them for my first interim service before the car went back to the lease co.  Citroen were flakey.

To be fair, the majority of Lexus customers get good service and Lexus are consistently better than most dealers but the bad experiences do occur. However, it can be argued that its all subjective and possibly dependent on what service you've had before. 

When you get pampered by your local dealer and go to another Lexus dealer to find that their service isn't up there, it makes you feel that the service is bad - however, it was probably still much better than a Merc/BMW dealer. Having said that, it also depends on the buyer. Some buyers are naturally fussy and want everything to be perfect - therefore, more likely to be unhappy about something that didn't go quite as well as it should have. For others, they just want another car and aren't overly fussed with its condition etc.

Share this post


Link to post
Share on other sites

Lexus Cheltenham - always had good servicing on all 5 Lexus I've had serviced there. Also purchased one brand new Lexus from them and prep & handover was good, no problems. Less good imo are their part-ex prices and willingness to do a deal on their approved used vehicles. The deal I got for a new IS300h was good but I've purchased 3 approved used Lexus and each time this dealership was poor in comparison with others in terms of price and part-ex values so I bought from other Lexus dealerships. One of the sales guys was a little less than honest when I was shopping round for an NX so this dealership would never be my first choice when buying an approved used Lexus. Happy with all servicing here though and it is my closest.

Lexus Derby - bought an approved used IS250 F-Sport unseen from this dealership. Asked all the right questions on phone and via email and all replies were accurate. Turned up to collect the car and it was exactly as advertised except for a slight scrape on one of the wheels. They agreed to repair this free of charge after delivery and did so with no problems. Got a good deal on this car - price and trade-in - well pleased. Too far away for me to use for regular servicing though.

Lexus Wolverhapmton - bought two approved used Lexus from here, an IS200t Sport and my current NX. Both experiences were first class. Quickly got to a deal I was happy with on both occasions and the prep and handover on both occasions was faultless. After-sales care was spot on for both cars too because I had to take each car back for minor work soon after taking delivery. NX went back for a wheel alignment adjustment. Can't remember exactly what the IS200t went back for but it was minor. The reason for going back was to ensure any work was done foc because, for example, wheel alignment is not covered under warranty for obvious reasons.

Visited Lexus Birmingham to get something checked out on one of my Lexus. Can't remember what though. I was promised a call back and never received a call. I could have chased but I got it sorted elsewhere. Can't for the life of me remember exactly what it was though.

Just wish Lexus cars went a bit longer between services though. Probably ok for owners doing 10-12k miles per year but less good for me because I do 20k miles per year which is two services.

2 people like this

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!


Register a new account

Sign in

Already have an account? Sign in here.


Sign In Now

  • Recently Browsing   0 members

    No registered users viewing this page.