Clueless Lexus Customer Service
Thread Starter
Pit Crew
Joined: Dec 2022
Posts: 173
Likes: 51
From: Arizona
Clueless Lexus Customer Service
Trivial issue, but very telling about the "quality" of Lexus customer service phone reps.
I wanted to get a quote for extended warranty (VSA or Vehicle Service Agreement in Toyota/Lexus lingo) for our new car. It turns out that the dealer I bought the car from only sells 3rd party extended warranty and does not offer Lexus / Toyota VSA (which is strange but a different story). So I called Lexus customer service to ask if I could get a quote directly from Lexus / Lexus Financial Services. First, I took about 10 min for the customer service rep to understand what I was talking about. The customer service rep didn't even know what a VSA is, and that it can be purchased through a Lexus dealer. Eventually after acknowledging that she didn't have a clue, she transferred me to Lexus Financial Services. Same story. The customer service rep didn't understand the difference between Lexus VSA and 3rd party extended warranty, and wasn't even aware that Lexus offers VSAs. All she wanted to talk about is if I needed assistance with my loan (which I don't have). Eventually, her best advice was "maybe you should call some other Lexus dealers in your area to see if they know anything about the VSA". Completely clueless and "it's not my problem" attitude. Honestly, it's a trivial matter, but I would expect better response from a "trained customer service rep". At least something like "I will follow-up on your question and either one of our customer services reps or another Lexus dealer will contacts you soon."
I wanted to get a quote for extended warranty (VSA or Vehicle Service Agreement in Toyota/Lexus lingo) for our new car. It turns out that the dealer I bought the car from only sells 3rd party extended warranty and does not offer Lexus / Toyota VSA (which is strange but a different story). So I called Lexus customer service to ask if I could get a quote directly from Lexus / Lexus Financial Services. First, I took about 10 min for the customer service rep to understand what I was talking about. The customer service rep didn't even know what a VSA is, and that it can be purchased through a Lexus dealer. Eventually after acknowledging that she didn't have a clue, she transferred me to Lexus Financial Services. Same story. The customer service rep didn't understand the difference between Lexus VSA and 3rd party extended warranty, and wasn't even aware that Lexus offers VSAs. All she wanted to talk about is if I needed assistance with my loan (which I don't have). Eventually, her best advice was "maybe you should call some other Lexus dealers in your area to see if they know anything about the VSA". Completely clueless and "it's not my problem" attitude. Honestly, it's a trivial matter, but I would expect better response from a "trained customer service rep". At least something like "I will follow-up on your question and either one of our customer services reps or another Lexus dealer will contacts you soon."
Lexus Champion
Joined: Apr 2007
Posts: 11,031
Likes: 97
From: Southeastern PA
So, in other words, you called customer service to inquire about something that they don't deal with and don't sell directly, and you were surprised to find that they didn't know anything about, and directed you to a dealer, who would actually know about it?
was the car bought brand new?
based on lexus' website: https://www.lexusfinancial.com/us/en...greements.html
Qualifying criteria is "Vehicles are eligible for this VSA up to 4 years or 50,000 total vehicle miles, whichever comes first. Coverage is effective from date of first use as a new vehicle and zero miles."
so if you drove it off the dealer lot w/o this VSA, it sounds like you don't qualify any longer, and perhaps only 3rd party warranties are available from here on out? i'm no expert but that's my interpretation.
based on lexus' website: https://www.lexusfinancial.com/us/en...greements.html
Qualifying criteria is "Vehicles are eligible for this VSA up to 4 years or 50,000 total vehicle miles, whichever comes first. Coverage is effective from date of first use as a new vehicle and zero miles."
so if you drove it off the dealer lot w/o this VSA, it sounds like you don't qualify any longer, and perhaps only 3rd party warranties are available from here on out? i'm no expert but that's my interpretation.
Racer
Joined: Oct 2002
Posts: 1,488
Likes: 52
From: FL
was the car bought brand new?
based on lexus' website: https://www.lexusfinancial.com/us/en...greements.html
Qualifying criteria is "Vehicles are eligible for this VSA up to 4 years or 50,000 total vehicle miles, whichever comes first. Coverage is effective from date of first use as a new vehicle and zero miles."
so if you drove it off the dealer lot w/o this VSA, it sounds like you don't qualify any longer, and perhaps only 3rd party warranties are available from here on out? i'm no expert but that's my interpretation.
based on lexus' website: https://www.lexusfinancial.com/us/en...greements.html
Qualifying criteria is "Vehicles are eligible for this VSA up to 4 years or 50,000 total vehicle miles, whichever comes first. Coverage is effective from date of first use as a new vehicle and zero miles."
so if you drove it off the dealer lot w/o this VSA, it sounds like you don't qualify any longer, and perhaps only 3rd party warranties are available from here on out? i'm no expert but that's my interpretation.
Also, as a 5 time Lexus owner I have never heard if VSA. I don't think it was even offered to me when I bought my NX. I wonder if many sales people don't know about it or else they probably don't profit from it.
Last edited by rogerh00; Jul 21, 2023 at 01:31 PM.
Lead Lap
Joined: Jan 2003
Posts: 4,992
Likes: 519
From: Maryland
Manufacturer extended warranties typically don’t start until after the factory warranty expires so I never buy them when I buy the car. I typically wait until the month the original factory warranty is expiring and then buy the warranty. I also used to buy the warranty from out of state dealers that offered discounts on the warranty vs. my local dealer who charged much more.
Lexus Fanatic
Joined: May 2012
Posts: 68,468
Likes: 3,991
From: Maryland
You called the wrong people. Everybody who is trained to assist a customer in one area is not trained on EVERYTHING. Of course a customer service rep is not going to be versed in extended warranties and vehicle service agreements. Especially not one who assists customers with their loan.
It’s like calling your mortgage lender and asking them about the warranty on your refrigerator.
Being satisfied with customer service requires some effort from the customer too.
It’s like calling your mortgage lender and asking them about the warranty on your refrigerator.
Being satisfied with customer service requires some effort from the customer too.
Lexus Fanatic
Joined: May 2012
Posts: 68,468
Likes: 3,991
From: Maryland
was the car bought brand new?
based on lexus' website: https://www.lexusfinancial.com/us/en...greements.html
Qualifying criteria is "Vehicles are eligible for this VSA up to 4 years or 50,000 total vehicle miles, whichever comes first. Coverage is effective from date of first use as a new vehicle and zero miles."
so if you drove it off the dealer lot w/o this VSA, it sounds like you don't qualify any longer, and perhaps only 3rd party warranties are available from here on out? i'm no expert but that's my interpretation.
based on lexus' website: https://www.lexusfinancial.com/us/en...greements.html
Qualifying criteria is "Vehicles are eligible for this VSA up to 4 years or 50,000 total vehicle miles, whichever comes first. Coverage is effective from date of first use as a new vehicle and zero miles."
so if you drove it off the dealer lot w/o this VSA, it sounds like you don't qualify any longer, and perhaps only 3rd party warranties are available from here on out? i'm no expert but that's my interpretation.
Trending Topics
Intermediate
Joined: May 2004
Posts: 385
Likes: 45
From: New Jersey
You normally buy the LEXUS VSA warranty sometime within the 4yr 50k bumper to bumper time period. You can actually buy this type of official LEXUS warranty remotely thru this guy... he has an excellent reputation and his prices are great. Check with him...his name is Jerry Johnson --- all you need to give him is the VIN and mileage & prove ownership. He sets up the warrantyy directly with TOYOTA/LEXUS for you and mails you the paperwork.
Lots of people have used him including my sister.
Warranty Manager (Midwest Toyota-Midwest Ford-Midwest Superstore)
1100 east 30th
Hutchinson, Ks 67502
Phone 800-530-5789
Cell 620-664-8844
Email jerryj@midwestsuperstore.com
Lots of people have used him including my sister.
Warranty Manager (Midwest Toyota-Midwest Ford-Midwest Superstore)
1100 east 30th
Hutchinson, Ks 67502
Phone 800-530-5789
Cell 620-664-8844
Email jerryj@midwestsuperstore.com
ClubLexus Stories
Celebrating Lexus & Toyota from Around the Globe
8 Tips for Improving Your Hybrid or Plug-in Hybrid's Efficiency!
Michael S. Palmer
10 Best Lexus Models No One Remembers
Joe Kucinski
TRD Off-Road Premium: Best 2026 4Runner, Except This One Thing
Michael S. Palmer
Top 10 Lexus & Toyotas to Drive Before You Die!
Joe Kucinski
Top 10 Lexus/Toyotas With The LEAST 5-Year Depreciation
Joe Kucinski
Lexus LC500 Convertible Auction: A Preview of Rising Values?
Brett Foote
GX 550 vs TX 550: Best 3-Row Luxury Lexus Family Hauler
Michael S. Palmer
9 Best Lexus Models You Can Buy for Half Price (And 1 You Shouldn't!)
Joe Kucinski
2026 Lexus NX Buyer's Guide: Models, Features, Prices & More!
Brett Foote
Lead Lap
Joined: Nov 2001
Posts: 4,580
Likes: 88
From: CA, Mid OC
I did not enjoy my experience with Lexus customer service. I had my 2014 IS250 F Sport for four months (I should have gone with the 350, which I did 2 years later) and came home to a dead battery after the car sat for three days while I was on travel. The car barely had enough juice to show anything on the dash. I called customer service from my cell phone and ended up talking to three reps, all of whom proudly told me I can call Lexus roadside directly from the car. They even described the location of the switch. They didn’t seem to grasp that none of that works if the battery is dead.
Lexus Fanatic
Joined: May 2012
Posts: 68,468
Likes: 3,991
From: Maryland
I did not enjoy my experience with Lexus customer service. I had my 2014 IS250 F Sport for four months (I should have gone with the 350, which I did 2 years later) and came home to a dead battery after the car sat for three days while I was on travel. The car barely had enough juice to show anything on the dash. I called customer service from my cell phone and ended up talking to three reps, all of whom proudly told me I can call Lexus roadside directly from the car. They even described the location of the switch. They didn’t seem to grasp that none of that works if the battery is dead.
Thread Starter
Pit Crew
Joined: Dec 2022
Posts: 173
Likes: 51
From: Arizona
You normally buy the LEXUS VSA warranty sometime within the 4yr 50k bumper to bumper time period. You can actually buy this type of official LEXUS warranty remotely thru this guy... he has an excellent reputation and his prices are great. Check with him...his name is Jerry Johnson --- all you need to give him is the VIN and mileage & prove ownership. He sets up the warrantyy directly with TOYOTA/LEXUS for you and mails you the paperwork.
Lots of people have used him including my sister.
Warranty Manager (Midwest Toyota-Midwest Ford-Midwest Superstore)
1100 east 30th
Hutchinson, Ks 67502
Phone 800-530-5789
Cell 620-664-8844
Email jerryj@midwestsuperstore.com
Lots of people have used him including my sister.
Warranty Manager (Midwest Toyota-Midwest Ford-Midwest Superstore)
1100 east 30th
Hutchinson, Ks 67502
Phone 800-530-5789
Cell 620-664-8844
Email jerryj@midwestsuperstore.com
Lead Lap
Joined: Nov 2001
Posts: 4,580
Likes: 88
From: CA, Mid OC
Roadside greeted me once again and I was so thrilled when they told me I could have called them right from the car. At this point, I realized no one I was talking to could comprehend the effects of a dead battery on electronics in the car. Continuing the conversation and being told again about the splendor of roadside assistance from the car was akin to pushing a rope. I called my sales guy at Longo and he sent a flatbed for it with a loaner. Great service from Longo. Roadside and customer service were not helpful.
Lexus Champion
Joined: Oct 2019
Posts: 18,096
Likes: 1,740
From: Ohio
Ive noticed more and more of stuff like this, so much is being offloaded into "smart" systems and automation that service is suffering badly.
Thread
Thread Starter
Forum
Replies
Last Post