Lexus UK

We have just recently acquired our latest Lexus.It is the 6th or 7th Lexus we have had. It is the first time that we have had disapointments. and even worse we find ourselves unable to convey our disappointment and receive any response.

excellent experience

Great place to work.

They are the best

Shocking service experience at Hatfield for car repair.

Contact centre responsiveness and proactive follow up.
During the 3 month period I had a need to correspond with your contact centre, namely the accident repair team frequently I struggled to get through to a person often greeted by an answering phone. Most individuals I encountered were unresponsive with the exception of Ellie and Kirsty (who were very responsive, took ownership and proactively tried to assist me - Kirsty in particular deserves a shout out for her helpfulness). Rachel in particular ignored many of my e-mail teach outs as I was struggling to get through to anyone on the phone.

Duration of the repair.
When I booked the bodywork repair, I was advised the duration of the repair was 5 to 10 working days. It was a 3 week lead time before I could get my booking confirmed with a supporting courtesy vehicle. I explicitly had a conversation with Ellie Marshall a few days before my car was picked up for collection for repairs to ensure that the required body part was at the workshop to start the work on my car which she confirmed was the case over the phone. My car repair took 4.5 weeks in total before returned to me Friday 23rd September. I received limited proactive reach out to me during this period to manage my expectation on completion date. I had to proactively reach out myself only to be informed the part for the wrong side of my vehicle had been ordered and the team were unable to confirm initially a date when the correct part would be delivered to the body workshop.

Return of the vehicle.
The driver who returned the car was curt. I was advised by the driver at pick up my car would be valeted upon return. It wasn’t. The exterior in particular has dirty windows and dust around the areas where the repair took place. I was also told my vehicle would be returned to be with the same fuel in it at the point of collection. This was not the case. Although the drop off driver showed me the attached receipt for £10.12 the level on my fuel guage is only half a tank not between three quarters and half a tank my gauge level was at when the car was collected.

All in all I have had an awful aftercare experience not one benefiting of a luxury brand such as Lexus. This is my first and likely to be my last experience with Lexus as my car selection choice. I will also not be recommending Lexus to any friends or colleagues as it feels like all the brand focus is on the sales and the rest of the whole offer elements around service experience are lacking.