The Lexus Experience (not Getting It)

[steeler]

Sold BMW 325, looked at X5, got tired of lofty attitude of BMW dealers. Bought RX300 SE with nav in hope that service would be the difference. Purchasing very similar to any other dealer( have bought 7 new cars in last 10 years and recent experience would not rank in top 3, VWs BMWs Toyatas) The difference when picking up a new car is the small items, after all, you always end up with the car anyway. Sounds churlish but this was the only new car purchase in last 10 years where bottle of wine , toys for kids, flowers for wife were absent, insurance certificate lost, handbook with out of date phone no.s car registration with wrong date of purchase, and whilst small issue, less than half tank of petrol. sounds trivial, but my immediate journey after picking up car was to Derby and back to pick up parents, hadn't even enough petrol in car for first journey,therefore in a week when everyone was queuing for petrol my first Lexus experience was to queue up at pumps to put enough in for 1st journey. Seem to have great car but dissapointed with the service, which is where I came in I think. Hoping my experience will improve during ownership or will be back with BMW . Has any one else had this experience, doesnt seem so according to posts I've seen.

[waddy]

Was this Lexus Sheffield?

I got a top notch reception when I picked mine up from Cambridge.

The same week they sent me a letter through thanking me for the purchase with a £160 vouvher for a local photo studio for some profeesional images of me and the wife.

[aido]

Sold BMW 325, looked at X5, got tired of lofty attitude of BMW dealers. Bought RX300 SE with nav in hope that service would be the difference. Purchasing very similar to any other dealer( have bought  7 new cars in last 10 years and recent experience would not rank in top 3, VWs BMWs Toyatas) The difference when picking up a new car is the small items, after all, you always end up with the car anyway. Sounds churlish but  this was the only new car purchase in last 10 years where bottle of wine , toys for  kids, flowers for wife were absent, insurance certificate lost, handbook with out of date phone no.s car registration with wrong date of purchase, and whilst small issue, less than half tank of petrol. sounds trivial, but my immediate journey after picking up car was to Derby and back to pick up parents, hadn't even enough petrol in car for first journey,therefore in a week when everyone was queuing for petrol my first Lexus experience was to queue up at pumps to put enough in for 1st journey. Seem to have great car but dissapointed with the service, which is where I came in I think. Hoping my experience will improve during ownership or will be back with BMW . Has any one else had this experience, doesnt seem so according to posts I've seen.

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Possiblt drove by you earlier mate, saw a couple of RX's near Derby and Sheffield?

Where did you get her from?

Welcome to LOC btw :D

[billygarrett]

Sold BMW 325, looked at X5, got tired of lofty attitude of BMW dealers. Bought RX300 SE with nav in hope that service would be the difference. Purchasing very similar to any other dealer( have bought  7 new cars in last 10 years and recent experience would not rank in top 3, VWs BMWs Toyatas) The difference when picking up a new car is the small items, after all, you always end up with the car anyway. Sounds churlish but  this was the only new car purchase in last 10 years where bottle of wine , toys for  kids, flowers for wife were absent, insurance certificate lost, handbook with out of date phone no.s car registration with wrong date of purchase, and whilst small issue, less than half tank of petrol. sounds trivial, but my immediate journey after picking up car was to Derby and back to pick up parents, hadn't even enough petrol in car for first journey,therefore in a week when everyone was queuing for petrol my first Lexus experience was to queue up at pumps to put enough in for 1st journey. Seem to have great car but dissapointed with the service, which is where I came in I think. Hoping my experience will improve during ownership or will be back with BMW . Has any one else had this experience, doesnt seem so according to posts I've seen.

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Well my experince with Lexus Newcastle on Sept 1 was first class. Admiitedly no flowers but all details were spot on for my 400h :)

Even Lexus Bradford were great in sorting a minor problem with my removed roofrails.

[steeler]

Was this Lexus Sheffield?

I got a top notch reception when I picked mine up from Cambridge.

The same week they sent me a letter through thanking me for the purchase with a £160 vouvher for a local photo studio for some profeesional images of me and the wife.

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Thanks for replies and welcome, yes Lexus Sheffield

[ColinBarber]

Sorry to hear about your experience but did you contact the dealership manager? If not then how can they put thing right or improve in the future?

[steeler]

Sorry to hear about your experience but did you contact the dealership manager? If not then how can they put thing right or improve in the future?

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Have spoke to dealership, car was pre registered to Lexus UK, I collected car with 17 miles on, therfore 2nd hand car sale, no frills for 2nd hand cars, and only quarter tank of petrol. Strikes me as a cracking way to hack a £34k customer off! Know where I wont be taking my hard earned in future.

[gas]

I would complain, thats no way to treat a customer even bmw gave me champange when i bought a second hand car

[AlexUK]

Sorry about your experience with Lexus steeler.

I bought a second hand RX (latest edition) from Lexus Poole & when I picked up the car with my wife. We were ushered into a seperate show room where our car was waiting, you would of thought it was brand new by the way it was presented. They had thrown in a boot mat (the one with the rubbery raised sides with Lexus logo imbeded) also the rear bumper protector.

We got a full tank of petrol & my wife got the flowers. We also had the phone call from Lexus a few days later. We just can`t complain!

We did not get quite the same treatment from Toyota on either of our new Rav 4`s

Regards Alex

[ColinBarber]

I would complain, thats no way to treat a customer even bmw gave me champange when i bought a second hand car

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They don't give you free champange, they probably just stick an extra £50 to the cost of the car so you probably paid twice what is was worth.

[gas]

no it was good champange and got flowers as well, i have to say bmw where very good, i just think lexus should have put more effort in

[Bartierx300]

:D I've had six new Lexus in six years, can't say i have ever recieved any champers or flowers, but i do tend to do a deal on purchase, perhaps thats why. Did go to one of there casino evenings last year and the champers and canapes were free all night so can't really complain. A boqeut of flowers for the wife would be nice though.

[AFICIO]

I have to say that the service I received when I picked up my new RX400h from Lexus Birmingham was 1st class.

Although when I got the car there where no freebies, the salesman gave me the Lexus Collection booklet to look at and choose a few items. Also about a couple of days later I received some lovely flowersfor my wife, and true to their word, a week or so later my wife had a lovely new Lexus 5 in 1 Jacket and the kids had new teddy bears all from the collection booklet.

Whenever I have dealt with them, both the service dept (Battery was dead on remote control for rear DVD - replaced FOC) or just popping in to the showroom to say hello to the salesman, everyone seems to know my name and can't do enough to help. I even received a call the following day asking if the service received for fitting my remote Battery was to my liking!

This is my first Lexus and I am very impressed with the service I'm getting. :)

[fergy]

Steeler...remember to put a review for the dealer in the reviews section http://www.lexusownersclub.co.uk/reviews/ that way "bad" dealers get known to the general Lexus owning population and know to avoid them. Afterall that is only way they will get better...

[steeler]

Steeler...remember to put a review for the dealer in the reviews section http://www.lexusownersclub.co.uk/reviews/ that way "bad" dealers get known to the general Lexus owning population and know to avoid them. Afterall that is only way they will get better...

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Thanks for the reminder Fergy, am giving dealership few more days to respond further, if at all, after which I will append my review in the dealers review section (have no fear)

[aido]

To be honest I've never dealt with the sales side of Lexus Sheffield but I've been to the dealers many times now for the service side, and Gary and Chris deserve special mention for never letting the side down, they've both always been excellent and in my experience I can't fault them, hope you get everything resolved.

[Lexusjohn]

Sold BMW 325, looked at X5, got tired of lofty attitude of BMW dealers. Bought RX300 SE with nav in hope that service would be the difference. Purchasing very similar to any other dealer( have bought  7 new cars in last 10 years and recent experience would not rank in top 3, VWs BMWs Toyatas) The difference when picking up a new car is the small items, after all, you always end up with the car anyway. Sounds churlish but  this was the only new car purchase in last 10 years where bottle of wine , toys for  kids, flowers for wife were absent, insurance certificate lost, handbook with out of date phone no.s car registration with wrong date of purchase, and whilst small issue, less than half tank of petrol. sounds trivial, but my immediate journey after picking up car was to Derby and back to pick up parents, hadn't even enough petrol in car for first journey,therefore in a week when everyone was queuing for petrol my first Lexus experience was to queue up at pumps to put enough in for 1st journey. Seem to have great car but dissapointed with the service, which is where I came in I think. Hoping my experience will improve during ownership or will be back with BMW . Has any one else had this experience, doesnt seem so according to posts I've seen.

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:tsktsk: Sorry to bring this to your attention but you PAID for a FULL tank of fuel (ALL CARS COME WITH A FULL TANK on FIRST PURCHASE NOW)I would have about turned and insisted on them filling you up. I can't understand them not doing this! :shutit:

[fergy]

Sold BMW 325, looked at X5, got tired of lofty attitude of BMW dealers. Bought RX300 SE with nav in hope that service would be the difference. Purchasing very similar to any other dealer( have bought  7 new cars in last 10 years and recent experience would not rank in top 3, VWs BMWs Toyatas) The difference when picking up a new car is the small items, after all, you always end up with the car anyway. Sounds churlish but  this was the only new car purchase in last 10 years where bottle of wine , toys for  kids, flowers for wife were absent, insurance certificate lost, handbook with out of date phone no.s car registration with wrong date of purchase, and whilst small issue, less than half tank of petrol. sounds trivial, but my immediate journey after picking up car was to Derby and back to pick up parents, hadn't even enough petrol in car for first journey,therefore in a week when everyone was queuing for petrol my first Lexus experience was to queue up at pumps to put enough in for 1st journey. Seem to have great car but dissapointed with the service, which is where I came in I think. Hoping my experience will improve during ownership or will be back with BMW . Has any one else had this experience, doesnt seem so according to posts I've seen.

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:tsktsk: Sorry to bring this to your attention but you PAID for a FULL tank of fuel (ALL CARS COME WITH A FULL TANK on FIRST PURCHASE NOW)I would have about turned and insisted on them filling you up. I can't understand them not doing this! :shutit:

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It was pre-registered so that is probably what they will say is th reason for no full tank of fuel.. Though in my mind that would be a very poor response

[Lexusjohn]

Sold BMW 325, looked at X5, got tired of lofty attitude of BMW dealers. Bought RX300 SE with nav in hope that service would be the difference. Purchasing very similar to any other dealer( have bought  7 new cars in last 10 years and recent experience would not rank in top 3, VWs BMWs Toyatas) The difference when picking up a new car is the small items, after all, you always end up with the car anyway. Sounds churlish but  this was the only new car purchase in last 10 years where bottle of wine , toys for  kids, flowers for wife were absent, insurance certificate lost, handbook with out of date phone no.s car registration with wrong date of purchase, and whilst small issue, less than half tank of petrol. sounds trivial, but my immediate journey after picking up car was to Derby and back to pick up parents, hadn't even enough petrol in car for first journey,therefore in a week when everyone was queuing for petrol my first Lexus experience was to queue up at pumps to put enough in for 1st journey. Seem to have great car but dissapointed with the service, which is where I came in I think. Hoping my experience will improve during ownership or will be back with BMW . Has any one else had this experience, doesnt seem so according to posts I've seen.

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:tsktsk: Sorry to bring this to your attention but you PAID for a FULL tank of fuel (ALL CARS COME WITH A FULL TANK on FIRST PURCHASE NOW)I would have about turned and insisted on them filling you up. I can't understand them not doing this! :shutit:

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It was pre-registered so that is probably what they will say is th reason for no full tank of fuel.. Though in my mind that would be a very poor response

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Realy should have filled it. Any work or returned lexus I have had was "topped up" whilst in there care!

[baby_lexus]

That is poor. My car just came back from the dealer who is 160 miles away. They filled up the tank before handing it over to me.

Good service.

[steeler]

That is poor. My car just came back from the dealer who is 160 miles away. They filled up the tank before handing it over to me.

Good service.

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I'm afraid the service gets worse at Lexus Sheffield, called at dealership and raised my concerns so they could be passed to the dealership director, guess what ?, no response, decided to address my concerns in a letter personally addressed to dealership director, and guess what ? no response. This is the worse car buying experience I can remember. Am off to dealership review section to place my thoughts and stars , shouldn't take long. Looks like I'll be back with BMW sooner than I thought

[dipstick]

Whilst of course the dealer experience is important, surely you spend a very few hours with the dealer in comparison to the time spent with the car itself.

Maybe it might be cutting off your nose to spite your face to ditch a Lexus for a BMW on the basis of a poor dealer, especially when the consensus seems to be that in general Lexus dealers are better. Use another dealer, but enjoy your car!

[steeler]

Whilst of course the dealer experience is important, surely you spend a very few hours with the dealer in comparison to the time spent with the car itself.

Maybe it might be cutting off your nose to spite your face to ditch a Lexus for a BMW on the basis of a poor dealer, especially when the consensus seems to be that in general Lexus dealers are better. Use another dealer,  but enjoy your car!

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You're right dipstick, and financially it may be a non starter anyway, but the most frustrating aspect of my purchase was whilst I was more than happy with a BMW, I was a little tired of the dealers lofty attitude hence a move to Lexus. However I dont know how more "lofty" you can be than to completely ignore a customer's concerns, both verbal, and especially in writing.!!

[Darren G]

I too have experienced terrible service from Lexus Sheffield, didn't have the car ready when it was supposed to be, jobs not completed as agreed at time of sale, tyres very very low tread on inside edge. Had to take vehicle back to have jobs completed which they should have completed before I picked it up, they promised to fill my tank, they never did.

Been in touch with customer services, they couldn't help.

Lexus supposed to be one of the best, my experience so far not very good. Shame really because I love the car.

[stevet]

Wow, that's one thread resurrection. Nearly 9 years old!

Good to shame and name though.