I've ordered two new IS's in the last 20 months from them, Alan and Jason sorted me with the first one for the Mrs and both of them we're superb. Last September I picked up the second and was looked after by Wayne, had some good chats with him, mostly non purchase related and he was a great bloke. I've had a few calls from him to see how things are going. Admittedly, I've had nothing go wrong with either of the cars yet so not had to get back in touch but I feel confident things would get sorted promptly.
When I purchased my first IS200 in 2001 from them I did have a few things that required attention that always got done promptly under warranty. It had a leaking water bypass pipe that was replaced, a new set of wheels due to corrosion, 3, yes 3 new radio/cd players (the 6cd multi changer was problematic back then) and then I had some paint complaints sorted too.
Now a little story. The winter of 2002 I skidded on black ice off a dual carriageway and smashed it through somebody's garden wall at 6 o'clock in the morning. When I called the RAC they asked where they should take it, I asked them to dump it at Lexus in Chester as it was undrivable and I didn't want to get it moved twice ( I was only in my twenties then so didn't know what to do with it). Now, I'd love to have seen the face on the first person that went into work that morning at the relatively new dealership and seen a 2 year old IS smashed up. I gave them a quick phone call in the morning when it opened and although they didn't have a body shop repair facility, they assisted getting it sorted at one of there authorised repair facilities with the insurance.
Somewhere, on an old memory card, I still have the photos of the crash, I'll have to dig them out, I think the repair bill was somewhere in the region of £9K. Back in 2002 that was a lot of money.
So, I can't complain really with the service from them.