Notes from my first and last Lexus vehicle
04-01-17, 10:03 AM
#1
Lead Lap
Thread Starter
Notes from my first and last Lexus vehicle
I leased a top end GS350 ($63K approx) and wanted to post a few thoughts. In my years of ownership, the dealers make or break the relationship and I was amazed at the dealer definition of "luxury". Showrooms are pretty and nicely laid out, but service for me goes beyond the wooing and selling, but also servicing and interest to keep the customer brand loyal. So the first thing I've noticed is Lexus IS NO different from any other manufacturer. The environment is just prettier, but the staff no more qualified, and in several of my experiences, less so in the servicing of the vehicle.
My wife and I expected something very different than what we bought into and went to the extent of reaching out to the manufacturer several times. Issues stemmed from electrical, mechanical, and customer service issues. Corporate is very good at one thing in particular, excuses and re-direction. While we often were told how nice the car was or looked, we often invited these opportunities to tell others the truth about the car and our ownership experiences. Despite our attempts to seek redemption from the manufacturer, our solutions provided were often grim and poorly thought out if nothing less than laughable and ignorant. Options like trade the car in and take a large financial loss on the trade, or being told things were normal when they clearly weren't. Now I know a lot of you are going to ask what happened and that isn't the point of this review. And I do realize we do get bum cars from time to time. But our experience was not idea, rather as far from as you can imagine.
The only purpose in writing this is that I wished I had known this before leasing our car. Dealer/manufacturer promises and advertisements fell so short of the mark we feel more luxury from our Honda dealership. Car values for Lexus are incredibly over inflated to the point the car was worth a quarter of what it listed a little over 3 years ago (this equated to $12k less than what my lease termination valued the vehicle at). And in the end, the dealer and the manufacturer have our money as agreed, we have several years of regretful ownership, the dealer damaged the car several times, another dealer lost the car keys, another dealer couldn't find the car for an hour, and the same dealer forgot they even had the car for 2 whole months. When pressed, we would be re-assured Lexus cares and wants to make things right only to as quickly be told there is nothing they can really do.
In closing, I wish you the best with your vehicles and hope these issues don't fall to you. If any new customers to the brand read this, realize we are a single incident and know this, but if you do end up having issues this brand will not back you as we have seen time and again.
Cheers
My wife and I expected something very different than what we bought into and went to the extent of reaching out to the manufacturer several times. Issues stemmed from electrical, mechanical, and customer service issues. Corporate is very good at one thing in particular, excuses and re-direction. While we often were told how nice the car was or looked, we often invited these opportunities to tell others the truth about the car and our ownership experiences. Despite our attempts to seek redemption from the manufacturer, our solutions provided were often grim and poorly thought out if nothing less than laughable and ignorant. Options like trade the car in and take a large financial loss on the trade, or being told things were normal when they clearly weren't. Now I know a lot of you are going to ask what happened and that isn't the point of this review. And I do realize we do get bum cars from time to time. But our experience was not idea, rather as far from as you can imagine.
The only purpose in writing this is that I wished I had known this before leasing our car. Dealer/manufacturer promises and advertisements fell so short of the mark we feel more luxury from our Honda dealership. Car values for Lexus are incredibly over inflated to the point the car was worth a quarter of what it listed a little over 3 years ago (this equated to $12k less than what my lease termination valued the vehicle at). And in the end, the dealer and the manufacturer have our money as agreed, we have several years of regretful ownership, the dealer damaged the car several times, another dealer lost the car keys, another dealer couldn't find the car for an hour, and the same dealer forgot they even had the car for 2 whole months. When pressed, we would be re-assured Lexus cares and wants to make things right only to as quickly be told there is nothing they can really do.
In closing, I wish you the best with your vehicles and hope these issues don't fall to you. If any new customers to the brand read this, realize we are a single incident and know this, but if you do end up having issues this brand will not back you as we have seen time and again.
Cheers
Last edited by BarrettF77; 04-01-17 at 10:10 AM.
04-01-17, 10:19 AM
#2
Wow that's unfortunate. Thats a lot of issues, seems like with people than the car brand itself. I have been to two Lexus dealerships and I prefer one over the other because of the people. While I haven't had any major issues as of yet, I am sure when they come I hope the people behind the problem are knowledgeable and courteous. I am not sure what brand you go to next but good luck in your endeavors.. that was really sad to hear though.
04-01-17, 10:22 AM
#3
Lexus Test Driver
Ha! You just ruined the reputation of both J.D. Power and Consumer Reports with your negative review - because they both have ranked Lexus as the #1 vehicle brand for many years in both service and dependability. It's unfortunate that [for some reason] you have been nothing more than an outcast to the Lexus family of excellence for three years!
I understand that Rolls-Royce has pretty decent customer service...
I understand that Rolls-Royce has pretty decent customer service...
Last edited by bclexus; 04-01-17 at 10:42 AM.
04-01-17, 11:15 AM
#6
This dealership haven't asked you to give them a 5* rating after each of your service with them?
That's where you can ding them. In these internet days, it's easy to post your reviews online and they haven't worked hard to make sure you don't do that.
I don't care what the brand is. It's all about the individual dealership.
Fortunately my dealership service has been great and for us local so-calers, we have several other dealerships around so they do compete each other rather than being at their mercy if there's none locally.
That's where you can ding them. In these internet days, it's easy to post your reviews online and they haven't worked hard to make sure you don't do that.
I don't care what the brand is. It's all about the individual dealership.
Fortunately my dealership service has been great and for us local so-calers, we have several other dealerships around so they do compete each other rather than being at their mercy if there's none locally.
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04-01-17, 12:26 PM
#8
I've been to some really crappy Lexus dealers. There are a few diamonds in the rough that will go above and beyond for the customer. But in my experience they are pretty rare. Maybe 1 or 2 I can think of here in the Bay Area. Good luck moving past this!
04-01-17, 02:30 PM
#10
rare
I have had 10 (yeah ten) Lexuses over the years and have never has one mechanical problem of any type. Either you got the one in a million or
have another agenda. As for dealership experiences, I guess you've had bad luck there too.
have another agenda. As for dealership experiences, I guess you've had bad luck there too.
04-01-17, 03:22 PM
#11
Lead Lap
His post history is good so I believe he's genuine. I think he just happen to get a bad build or came across a crappy dealer. Either way its too bad he's soured on the whole Lexus brand. Hopefully he'll give Lexus another chance. Start with a different car and different dealer.
04-01-17, 03:48 PM
#12
Sorry to hear this. Could you tell us what the electrical and mechanical problems you had? The GS overall has had VERY few issues. Good luck with whatever your next car is
04-01-17, 04:04 PM
#13
04-02-17, 08:59 AM
#15
I have owned three different Lexus from three different dealers. My dealer experience has been outstanding at all of them. I've owned an awful lot of vehicles including several other premium brands. My experience is that Lexus is the gold standard of customer service. Too bad you got a bad one.