Lexus Financial Services Reviews

The LFS website does not allow customers to make simple account profile changes, such as address or phone number updates. I have to wait 3 days to update my address. You have to call customer service, which is very frustrating. Customer service is not always available. This is archaic and needs to be changed, especially when these changes are supposed to be made by the customer online, according to LFS. The Customer Service link also does not work. This has been my experience for several months (almost 1 year).

If available, a score of “Zero” would have been provided as I have experienced the absolute worst Customer Service imaginable. This is my second and FINAL Lexus because their financial record-keeping remains below subpar. There is NO COMMUNICATION between this organization and the dealerships, and when attempting to get clarity and clarity, each organization tells you something different, but it is the CONSUMER who LOSES in the end. I have NEVER been in a situation where folks won’t take my money when trying to either buy or trade a vehicle.

Unfortunately I will never purchase a Lexus again. The car is great, but I ended up paying off my car with Lexus Financial Services and LOSING my right to drive my car. I moved to New York right as I was about to pay off the car. I thought paying off the car would allow me to get my title more easily (as opposed to getting a registered title with lienholder). I needed the title to register my car in New York. Without going into painful details, I needed Lexus' help because there was a dmv issue preventing me from getting the title. Lexus could have helped because they (as lienholder) have all my records.

By far the worst experience I have EVER had with a financial institution. I purchased a Lexus IS300 with all of the extended warranties but decided that I needed to trade it in for something with 4WD or AWD. I told this to the dealership and on Feb 10th of this year I signed the paperwork to cancel the extended warranties. The dealership stated that it takes about 6 weeks to receive your refund. After 8 weeks of waiting I never received a refund, no money was sent to my bank, and Lexus had not called with an update. I call them to try and figure it out because again, I want to trade my car in and the Lexus Financial said that the dealership never finalized the paperwork.

I wouldn’t recommend using them, they are shady. I recently had all my coverages taken off then went to make my March payment and it said due date changed to October with a $525 a month lower payment. Then they went back and changed my due date to March, showing me behind on my payments.

Oh my God…. I thought it's a joke. 🙈🙈 I never thought a Lexus can fool people around! Horrible service. Never ever will get a finance from them again! Customer service is horrible!!!! Manager called “miss communication”, the information from at least 7 people!

Horrible customer service. They owe me over $250 in interest since they wrongly charged me interest on 3 extra payments I had made. I would never recommend their services. They make up lies and tell you they will fix the issues but never do.

So my sister suggested that I got Lexus after having my Cadillac Escalade. The sales people got their stuff together, but Lexus Financial Service is the most disgusting place in the world. They call you like debt collectors. they make an agreement with you and break the agreement. No manager gets on the phone or ever calls back. I even had a person laugh in my face and talk derogatory to me as soon as I can, I’m trading in this vehicle and going to someone else there is nothing like premium service. Please believe me when I say this company is disgusting and I will NEVER purchase a Lexus again. If you get a car with them, do it at your own risk. Just know that although they have some Customer Service people that are good most of them are slum of the slum.

I recently paid off my lease with Lexus Financial Services, expecting to receive my car title in a timely manner. However, they lost my title, leaving me unable to register my vehicle. To make matters worse, they sent my important documents using cheap mail with no tracking number, making it impossible to locate. Despite multiple attempts to resolve the issue, their customer service has been rude, dismissive, and unhelpful. Instead of assisting me, they have given me the runaround and shown no urgency in fixing their mistake. I would not recommend Lexus Financial to anyone who expects efficient and respectful service. If you’re considering financing through them, beware of potential title mishandling, poor customer support, and careless document shipping. I regret trusting them with my vehicle financing and hope they improve their processes.

Just released another Lexus, Traded car in during the time payment would be due. Dealer paid off car as trade. Toyota reported me as delinquent, even though I informed that I was in the middle of a trade. Makes no sense to approve me for a new car loan but allegedly delinquent on the prior. Credit score has dropped 82 points. Now I have to go through this nonsense to clear it up when clearly the car has been traded and paid. As a 3rd time Leaser, this has turned me off. I will not lease another Lexus when this is up.

In October 2024 I was affected by a natural disaster hurricane Milton. I called Lexus to receive a deferral and the agent stated that I would have to pay the payment and I did and signed the paperwork and sent it back through my account. Three weeks went by, and I started receiving late notices for my account which was supposed to be deferred. However, the agent never processed my paperwork and stated that the document was not signed by me however I showed it to be signed so I re uploaded it per the request of the agent and she would process it.

My insurance company and Lexus agreed to a payout on my totaled lease and the insurance company short paid by $11,000. Now I just received a notice after 6 months that I owe the entire $51,000. What happened to the gap insurance that I signed for? Also why This is awful and trying to work this out but I received no emails or phone calls and the car was a lemon - The air bag never came out after the accident and none of security features worked or the accident would have not happened and lucky to be alive but I am getting an attorney.

DO NOT USE THIS COMPANY. They are a bunch of robots who give no regard to how their lack of common sense disrupts people's lives. And that is because they don't give a damn. I paid my 5-year loan early every month. On my very last payment, there was a misunderstanding about when my last payment was due. As a result, I was 2 days late and these idiots reported me to the credit agencies, causing my score to drop 64 points. When I called to ask about this, I was told to write a letter because apparently their credit department operates out of a black hole and customers are not allowed to speak to a human. Even though they could see I had been responsible, they refused to help me out in any way. Utterly disgusting way to treat a really customer. Lexus Financial, shame on you.

My Lexus was a total loss, insurance paid it off a month ago, Lexus Financial is yet to process payment, I have been calling them, all they tell me is that they are behind on processing payments and I have to wait another 2-3 weeks, I request to speak to a manager and they tell me they don’t have one but they will submit a complaint on my behalf and a manager will call me back, well a week later and I still have not received a call. Horrible company!! Never again!!

Lexus Financial Services is one of the worse customer service companies or organizations that I have had the displeasure of working with over the past 10+ years. The customer service reps do not understand "customer experience". They are rude, difficult to work with, and very unprofessional in transferring back into the queue without notification, hanging up on you, and refusing to give you a supervisor or manager! Terrible Service.

Lexus and Toyota Services are the worst. My insurance company paid off my loan months ago and they still have not posted it. They have over $3K in refund for me. Why isn't someone at Toyota /Lexus doing something about this???? They are stealing interest!!!! Switch to another car, don't trust what they say. They gave an incorrect payoff amount to the insurance company and declined to change it when I asked. They said that I will get the refund in a matter of days. It's over a month now.... Thieves!!!!

Terrible app. I paid my payment TWICE on time and it still says that I was past due and the money if nowhere to be found. I called customer service and they were no help and a bunch of liars. So disappointed with Lexus. I’m trading my car in for a different one because of their system.

I will never buy another Lexus. They process is slow. Customer service is bad. They're liars and do not keep their word. I will never buy another vehicle form Lexus just not to have to deal with their finance department.

It is very difficult to use. I am with them for many years, not much of improvement. Every time you have to call for help or take the risk of missing few days of payment, and soon you will find the report to credit bureau. The app is difficult and many times my friends laugh about getting put in cold and it take good few minutes to starts the app that if it works, they have Mercedes and BMW. And even the ones who have car started from phone their car are worn and I am trying to start the car. And many time I have to go physically to start the car before 15 minutes. I think it is time to move beyond Lexus to something else. They're way behind in the Apps.

I decided to purchase my leased vehicle at the end of the lease period.. I was told by LFS customer care that there is no option for online payment and the only option I have is to send them a Cashier's check through mail (not sure how in the earth is that possible in 21st century). Anyway, I sent a cashier's check along with required documentations to LFS and they received those on 04/10/2024. I requested, constantly followed up and raised tickets with LFS customer care so that I get the title back by 04/30 as that was my registration expiration date. I was told that LFS processing time is 10 BDs (different operator told me 14 BDs) which can't be reduced at any cost and I was suggested to reach out to my local DMV to see what DMV can offer to extend my registration (option was, I have to pay registration fees 2 times... One for extending the registration before 04/30 and then again pay the registration fees when the title is moved to my name).

Lexus makes great vehicles but LFS has the worst customer services I have ever experienced. The only other thing I can compare it to is Spirit Airlines customer service. I leased 2018 GX. When I wanted to buy the at the end of the lease I had worst experience ever. I thought it’s just a one time deal. It was such a drawn and unpleasant experience that I ended up just returning the vehicle. In 2021 I leased a RX 350 from a different dealership. 2 months prior to lease maturity I wanted to trade it in for another manufacturer. Came to find out that the dealership never properly filled out the title paper work and it doesn’t exist. As of today it's been 2 more months and I have heard at least a half dozen or more lies.

Three times using LFS and not once had I had a single issue with the service or the brand itself as a whole. Always paid on time. Never needed any customer service. Titles were sent to me at the end of all loans in good time. I don’t see why so many people have a negative view about LFS.

I recently paid off my loan which Lexus messed up the payments on. I paid my entire loan off and instead they took my monthly payment leaving me with a $30-$60 balance I didn’t realize I still owed until I received a late text message. I paid it right away. I had never paid late, asked for an extension or missed a payment for the entire length of the loan. They reported that late payment right away and left a derogatory mark on my credit report and were unwilling to reverse because of their policy to report true and accurate information…At this point, I used to swear by Lexus. I don’t care how much I love their cars, I will NEVER give them another dime of my money ever again. This derogatory mark could potentially hinder me furthering my career all for $30-$60 after giving Lexus over $40k of my money.

I made a one-time payment to Lexus Finance (with the payoff noted on their phone app, website, and telephone--specifically stating that as long as I paid the full amount off by a certain date, the payoff amount was "X".). After I paid off the amount, I was surprised to see that I still owed about $60 dollars on the car (after paying off tens of thousands). Lexus finance would not budge; they claimed that the amount owed was higher than what I saw (or heard) from all 3 sources available (app, website, and phone). This is misleading and I am happy I paid this car off shortly after. I can only imagine the lack of transparency and deceitfulness that occurs. Nice ride, but I would recommend seeking an alternate means of payment or avoiding Lexus altogether.

Unpleasant Experience with Lexus Financial Services - Lack of Transparency and Deceptive Practices. I am writing to express my deep dissatisfaction and disappointment with the recent experience my family had with your financial services, particularly at the **Northborough, MA branch**. The lack of transparency regarding fees, charges, and payment terms has left us feeling deceived and taken advantage of.

I purchased my car from Lexus at the end of my lease. They cashed my check on 8/26/23 and claimed they sent out my Lien Release, Bill of Sale, and Title on 9/7/23. After countless phone calls I was told it was missing and they always send these docs via snail mail. Who sends important paperwork without a tracking number. I was told they only use snail mail. Then the other day I received my Lien release only via Fedex. Then I received a letter dated 9/21 saying my title isn’t available and therefore they can’t send it out. First I was told that it went then a letter came and told me they don’t have it. Now after spend a total of 20 minutes on hold with a specialist who said they can’t afford to send documents FedEx or with a tracking number Then she told me I don’t need the Title or Bill of Sale to register a car, which in MA is not the case. I need to resolve this ASAP and no one is helping. HELP!!!

I purchased a car in February 2023. Unhappy with the current interest rate climate, I made several large payments to principal. 33% of loan paid off in four months but there was unapplied principal of $3000 that sat on the account for a few months. Instead of applying it properly they advanced my payment to be due eight months in advance of course so they can make their interest. There must've been an unapplied payment for the month of April, instead of taking it from the $3000, they were holding, they reported my payment as late despite having $3000 in unapplied monies on my account. I protested this and they applied it but then it placed my account into arrears and they reported me to the bureau. It took multiple phone calls and a firm letter to make them fix it ...

I paid off my lease on 6/7/2023 at the dealership because that's what Lexus Financial ("LF") finally told me is required in my state (after several LF representatives told me conflicting information). My dealership didn't send the payment until 6/15/2023. I have proof from the dealership that the payoff arrived, and was received by John, at LF on 6/16/2023. I've called everyday (except for one day), and the LF agents have been most unimpressive in that they give me inconsistent information and some of them have attitude.

I used to like Lexus and their Company. (Our Family is a Loyal Lexus/Toyota since 1982) I set up an automatic payment on Lexus Financial Services. Every month they withdraw from our business Acc (It was set under a business). I thought that was a nice and easy-to-use feature. For unknown reasons, their website didn't work, and they didn't withdraw our company's money for two months. They never called me, but once they called, I paid them right away. They reported to my credit bureau, Experian, who dropped my credit points by -139. Is that fair? I called Lexus Financial many times. All the Lexus employees said nothing they could do. Now, I can't get any loans. Any suggestion?

Horrible horrible company! I was put into collections without knowing I had a balance after I turned in my lease. And this is 2 years later. No communication from them whatsoever. They claimed to have sent me letters, but was sent to the wrong address. Never received calls either. I only received a call because collections called my family member, not even me! If they really want their money, they should’ve been more proactive than sending a letter to the wrong address. Phone call? Email? Check the DMV for an updated address? No, instead they just send you to collections without any knowledge. Like what other reviewers said, they don’t tell you anything upon returning your vehicle. I do not recommend at all leasing from this company because their financial services is just terrible. Extremely poor communications. Expect to go into collections if you work with them.

Car stopped suddenly while in the highway and did it on several occasions risking an impact from behind, and or trying to return to the highway. Also did it in several occasions in the middle of several red lights. Very dangerous vehicle to drive in this setting.

Lexus does not provide a confirmation letter of payoff. Their letter is a subject to the occurrence of certain things but there is no follow up when those occur. When verifying for credit purposes they will provide a verbal notification but nothing in writing that an account is up to date or closed. Their response is they cannot provide such confirmation. Very poor legal document or verification.

A year and a half ago I had an issue with the dash port on my 2013 Lexus Ls600HL at the time the warranty was expire. The leather was pealing from the sides. When I asked my service advisor at Lexus Palm Beach he inform me that he was going to submit the replacement for my car and that my car was eligible for the replacement. I submit the pictures and details as per his request. Every time I went back to do my routine services I would ask him about the dash port his response was always, “Ooh yeah it's on backorder. When it comes, I’ll let you know.” I figured because it was during Covid it was taking longer.

It took more than an hour times two to reach to an agent and they couldn't solve the problem which they over charged me for two months after I closed my deal with Lexus. I simply asked for a refund and stop the payment in the future and they have trouble doing that.

I’m terribly disappointed that a payment cannot be made by debit or credit card. An organization this large should have that availability for its customers. I feel it’s very prehistoric that the only option is checking or savings account.

Had an accident, Lexus sent settlement info to incorrect address; 100% their error. I discovered the issue because a flag came up on my credit reporting derogatory. When I contact Lexus, they will not even speak to me to resolve it. They sent it to collections...and that company is really pathetic. Now that they know it is a Lexus error, they will not work with me to resolve the error with Lexus - they just want to collect. So now I sit with a bad credit marker after paying every payment on time for several years...and I have a total number they state I owe, with no documentation to review. No one will help correct the error from Lexus Financial. And the same with their collection agency. I would advise not tying yourself into Lexus/Toyota Financial.

This is my third year of the lease, and multiple issues. Let's start with yearly Personal Property... My county charges Lexus, who in turn charges me.. I can pay it at once or in monthly increments. EACH year they mismanage my funds, and do not pay the tax, but to my lease... When I correct them they try to charge me a late fee, and have even reported me to a credit bureau.

I see that I am not the only person who was treated terribly by Lexus Financial Services. This is an astonishingly bad company that provides the worst customer service and support in financial services. DO NOT LEASE A LEXUS OR WORK WITH THIS COMPANY. They let a little $5 adjustment to my auto-pay lease payment accumulate and reported me to the credit bureaus without any notification. It's criminal how poorly they treat their customers. As you can see with all of the complaints they are a terrible company. Unethical borderline criminal.

I returned my 2017 Lexus lease to the dealer and had prepaid for minor scratches to the car when I got the lease. To make a long story short this car was in the Lexus shop 9 times in 3 years because the tires were all losing air. Finally they found the problem to be the rims so they had been driving the car all the time during the 9 service visits. Then I get a 350$ over mileage charge which happened because the dealer drove the car so much. I spoke with Lexus Financial and they were of no help. All they said was, "It’s not our problem." I won’t argue over 350$ but they lost a customer. I just bought my 21 year old daughter a BMW so Lexus lost a customer due to their terrible service.

I have purchased several vehicles from Lexus and Lexus Financial held the note. In 10 years, I have never missed a payment and never been late. I am self employed and when COVID-19 hit, my business suffered badly causing me to file Chapter 13 Bankruptcy in order to save my company. I did not include Lexus in my plan and was continuing to pay them as I always had. Then Lexus would no longer accept my payments, and I spent 2 months trying to contact them. Lexus then sent me a notice that they would take my car (2010 Lexus RS450H) for a $5000 credit but I would have to pay off the difference. I asked about the virus situation and offered to pay it off for the KBB value of $7000.00 and they refused to work with me. Now they are not accepting my payments at all, and my last payment they accepted was February 2020, and no one can take any payments from me.