Lexus Customer Service Issues

I purchased a certified used SUV from McGrath Lexus of Chicago a year ago. The paperwork assured that the vehicle was equipped with four new tires. Despite driving less than 10,[redacted] miles, recent inspection results suggest that the tires are nearly worn out and need replacing soon. The total mileage on the car is approximately 40,[redacted] miles, leaving me skeptical about whether the tires were genuinely new at the time of purchase. When I contacted the salesperson and their manager, they claimed that the service department was paid for new tires before I bought the car. They mentioned that their records for used cars only go back six months, making it challenging to pinpoint why the tires have worn out so quickly. They offered to provide used tires from another leased vehicle once they become available, rather than replacing them with new ones as promised. I vividly recall the tires being Michelin when I acquired the car, and this was also documented in the paperwork. Despite having faith in the certified vehicle, I am now seeking assistance from Lexus to honor the commitment of providing me with the tires that were originally promised.

As a loyal Toyota/Lexus customer, I have purchased or leased 3 Toyotas and 1 Lexus since [redacted]. However, my recent experience with the Lexus IS [redacted] T has been disappointing. Despite only driving it occasionally with [redacted] miles since last September, there are concerning issues with its acceleration and drive-ability. The acceleration is challenging, requiring significant pressure on the gas pedal and resulting in a frightening delay before it accelerates due to the turbo. While my dealer mentions this is normal for a 4 cylinder turbo, it is not acceptable for safe driving. If this issue cannot be resolved, I may have to consider ending the lease early or switching to a different vehicle. Previously, we had a better experience with the Acura vehicles, such as the TLX, despite being less expensive. Thank you, Pete P. [redacted] [redacted]

As Lexus owners since [redacted], my wife and I have enjoyed our Lexus [redacted] and numerous Lexus ES350's. Currently leasing a [redacted] ES350, we plan to continue with Lexus at the end of our lease in May [redacted]. Despite the Michelin tires being under warranty for 55,[redacted] miles, they need replacement at only 22,[redacted] miles. If they lasted as expected, we wouldn't need new tires before the lease ends at 30,[redacted] miles. I kindly request that Lexus cover the cost of replacing all four tires due to the premature wear, in line with the Michelin warranty. Hoping for your understanding and assistance as loyal customers, we trust Lexus will address this matter promptly. Thank you for your attention to this issue. Sincerely, Marsha & Ted L.

I purchased a convertible Lexus in Queens, NY, not yet paid off. I was assured by the salesperson that I wouldn't have any issues with the top. However, now one side is faulty, and the dealership quotes $[redacted] to replace it. The total cost nears 10K just for one side. Despite the dealer acknowledging they haven't seen this problem before, I'm disappointed and frustrated. I am a devoted Lexus fan and always recommend the brand. It's disheartening to face such a costly repair unexpectedly. I am seeking assistance with this matter. Thank you and have a pleasant day.

I recently purchased a Lexus for my wife last Friday. The salesman's assistant advised us to download the Enform app to use the remote start feature. After downloading the app, we encountered issues. Despite contacting the salesman and customer service multiple times, providing our information, and undergoing troubleshooting, we have yet to receive the activation email even after a week. This experience has been frustrating and unusual for my long history as a loyal Lexus customer. My wife is hesitant to provide her card details again, and we are still without access to the Enform remote start feature. This situation has tarnished my perception of Lexus, and I believe this matter should be addressed.

I have been a Lexus owner since [redacted] and have always loved their cars. In [redacted], I bought an NX300, but within six months, my windshield cracked. I initially thought it was due to freeway construction and paid over $[redacted] to replace it. However, three weeks ago, I had to replace another cracked windshield, and just three days ago, another crack appeared from the driver's side to the passenger's side. This is highly unusual to have three cracked windshields in less than a year. After researching online, I see I am not alone in this experience. I am hoping that Lexus steps in to fix this issue and replace my windshield at no extra cost. Please contact me at [redacted] Thank you. - Shawn G.

I recently lost my keys, including my Lexus fob. I have been trying to contact my dealer located at [redacted] Rosa L Parks Blvd, Nashville, TN [redacted], but have not been successful. Despite leaving messages and being promised return calls, I have yet to hear back from the service department regarding programming the new key that was ordered. I am feeling frustrated and disappointed as I am in need of the new key that is waiting for me at the dealership. This lack of communication is not what I expected from Lexus.

I recently bought a new [redacted] Lexus NX300 with only 18,[redacted] miles on it. Unfortunately, I am experiencing issues with the Enform system. It is not receiving text, reading text, enabling voice-to-text, or receiving emails. Additionally, I cannot get my remote start to function using my key fob or the app. Even after spending four hours at the dealer last week with an associate, the problem remains unresolved. While my associate's iPhone successfully connected and performed voice-to-text functions, my remote start still does not work. I am frustrated that the suggested solution was to try using a new phone. I believe that these features should work as intended with my current equipment. I am seeking assistance as I feel disappointed that the options I paid for are not functioning properly.

I have recently purchased a new cell phone that is not functioning properly with my car phone system. 1. I would like my contacts and recent call history to be accessible on my car phone. 2. Although my phone is currently synced with my bluetooth hearing aids, I prefer incoming calls not to be directed to my hearing aids due to the poor sound quality. 3. My previous phone had no issues connecting to the car phone, and I would appreciate assistance in setting up my new phone similarly. 4. Despite visiting Flow Lexus three times to resolve this matter, the problem remains unresolved.

I recently purchased my first Lexus, a [redacted] NX 300h. While the car is nice, I find that many features default to "on," making the dashboard cluttered and operations complex. I believe it would be more user-friendly if the default setting was "off" for non-essential or less frequently used elements. Providing a guide with essential elements defaulting to "on" and a separate guide for optional features called something like "Turn me on, Baby!" could enhance the user experience by simplifying the learning process post-purchase. I suggest expanding focus groups beyond car enthusiasts as the current design feels geared towards a 30-year-old gearhead. Furthermore, the infotainment system needs significant UX design improvements to ensure safety and usability, especially while driving. As someone who chose a Lexus hybrid for its quiet driving experience due to hearing concerns, the noticeable wind noise at highway speeds is disappointing. I hope to continue with Lexus for my next vehicle, contingent upon these improvements. These comments are meant constructively, reflecting the type of feedback I would appreciate in your position. Thank you for providing a reliable and solid automobile option. - Olivia

I had a bad experience with the customer service at Hennessy Lexus in Atlanta regarding my IS350. A couple of weeks ago, I took my car in for wheel damage that I believed occurred while it was in their care for over a week. They assured me they test drove it daily and mentioned checking the security cameras, promising to contact me. However, I am still waiting for their response. Unfortunately, this seems to be their usual way of dealing with issues. I find their customer service to be poor despite any positive ratings they may have. Their lack of follow-up is frustrating.

I preordered an LX600 over a year ago and placed a $5,[redacted] deposit. I was notified yesterday that the vehicle had arrived at the dealership. Today, I spoke with my sales consultant, Vivian Midgley, regarding financing but declined as I have my payment method. Despite this, they refused to disclose the sticker price and insisted on dealership financing. Vivian mentioned a $70,[redacted] to $[redacted],[redacted] premium over MSRP, which was never disclosed when I placed the order. I am frustrated as the vehicle was sold two hours later, after more than a year of waiting. This lack of transparency and sudden premium over MSRP feels unfair and like a dishonest practice.

I recently experienced a frustrating situation with my Lexus UX200. While driving a long distance to Florida, I encountered a flat tire in an area with no nearby tire shops. Despite being told by the dealer that the car could be driven for a considerable distance after a flat tire, I only managed to go 3 miles before needing assistance. The roadside service took much longer than expected, leaving me stranded with my children late into the night. The lack of prompt assistance and the miscommunication about the timeline for a tow truck was deeply disappointing, especially considering my trust in Lexus for quality and service. This unexpected ordeal has made me question the level of customer service and product reliability from Lexus, which I did not anticipate based on my positive experiences with other vehicles from the brand.

I recently took my car to Len Stoler Lexus in Owings Mills, MD in July [redacted] to fix the air conditioning. Initially, the air conditioning was fixed, but after 5 days, the air quality dropped, and I was told the filter needed replacing. Following the filter replacement, the air worked for 3 days, only to find out the compressor needed replacing, leading to over $[redacted] spent. Despite the inconvenience, I expected better service from a dealership, with a thorough inspection rather than just adding Freon and changing the filter, delaying the compressor diagnosis. The advisor's request to return if the air stopped working seemed unnecessary, given their prior knowledge of the compressor issue. Feeling taken advantage of, especially being a senior on a fixed income, I was disappointed with the lack of upfront information about the compressor. I hope for better service and transparency in the future.

I owned a [redacted] Lexus ES330 purchased from Koons Lexus of Wilmington, DE. After spending over $[redacted] for routine maintenance in early May [redacted], my car broke down near Harrisburg, PA, causing me to miss my father's 96th birthday celebration. The engine was beyond repair, requiring a costly replacement of $5-7K. I ultimately sold the car for scrap at a loss. The experience with Koons Lexus service was disappointing and expensive. Moving forward, I switched to driving a Nissan Pathfinder Platinum SUV, which offers superior service in comparison. If there's a possibility of me considering a Lexus in the future, I would expect reimbursement for the blue book value of my old car, the service expenses incurred prior to the breakdown, and fair compensation for the diagnostic costs. Koons Lexus of Wilmington needs to be held accountable for their poor service quality and pricing strategy.

I recently purchased a new 5-year, [redacted],[redacted]-mile extended warranty plan from Crown Lexus in December [redacted]. However, Crown Lexus is now claiming the plan was already in effect before I bought the car, thus refusing to honor it. This seems illogical - who would knowingly buy a warranty that predates the car purchase? Certainly not me! During the car purchase, I was led to believe it was a new plan starting in December, the same month I bought the car. Additionally, I had to negotiate a reduced price due to false advertising of the car's features, which should have alerted me earlier. I advise caution in dealing with this dealership, as they are not taking responsibility for their misleading sales tactics.

While traveling to Northern California, we purchased a [redacted] NX350H from Lexus of Steven Creeks in San Jose. Unfortunately, due to time constraints, the salesman was only able to quickly set up the car, and it came with just one set of keys. I have a few questions: 1. Can I visit any Lexus dealership in Southern California for a tutorial on operating the car? What steps should I follow? 2. How can I acquire the second set of keys before July? I was informed that it will be available by then. Unfortunately, returning to Steven Creeks Lexus is not feasible. Any assistance is appreciated. Thank you.

I recently discovered that the dashboard in my dad's car started melting about 1 and a half months ago. After contacting Sterling McCall Lexus, I was directed to Lexus Customer Service and then back to the dealership. Unfortunately, I did not receive any assistance or offer to resolve the issue because the warranty expired in January [redacted]. I unknowingly purchased the car in [redacted] with no mention of the melting dashboard defect or any notifications about it. I believe it's unfair for the dealership to refuse repairs for a defect unbeknownst to me as a customer. I am hoping for a fair resolution from Sterling McCall or Lexus to have the dashboard replaced, as I cannot afford to pay for a manufacturer's defect. It is important for me to have this matter addressed as a valued customer.

I recently noticed that the dashboard in my [redacted] Lexus ES [redacted] is melting. I purchased the car in [redacted], but was not informed about this issue. The Lexus Dealership, Lexus Headquarters Office, and Sterling McCall are all refusing to address the problem. I was unaware of the defect, and now that the manufacturer's service plan has expired in Jan [redacted], I am unsure of my options. Should I be held responsible for a manufacturer's defect with a 10-year service warranty when I've only owned the car for 3.5 years without any prior knowledge of the issue? I am seeking assistance to have my car repaired promptly.

I am seeking contact information for Scott Thompson, the CEO. I bought a [redacted] Lexus RX [redacted] on January 20, [redacted]. However, I discovered after completing all paperwork that I would only receive one fob initially and the second would arrive in two weeks. After contacting Escondido Lexus multiple times over 5 months, I recently learned that the second fob will not arrive until September, 9 months after my purchase. A delay of this magnitude for a small item is unacceptable from a multi-billion dollar company. This will be my last Lexus purchase; I have previously purchased 12 new Nissan vehicles over the past 20 years and now understand why. Disappointed, J. Hunter