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Reviewed Aug. 23, 2023
Bought a Lexus SUV over 7 months ago. The dealership only gave me 1 key. They failed to tell me this when I bought the SUV. Recently, Lexus called and told me I should tell them a dealership and they would send them the key. A month later I called Lexus and they told me I am in phase 3 of the program and I will be getting a letter in Nov. or Dec. telling me what to do. I informed 3 different representatives that I wanted to receive the letter at a different address. They informed me that they could not. Spoke to Lexus Supervisor Gus and he said there was nothing he could do.
Reviewed Aug. 6, 2023
If there were negative symbols to include, I would give it -4!!! We were misled by floor sales representative and we were promised to have an LX600 within 4 to 6 weeks!!! We were asked for a $500 to hold the vehicle!!! It has been about 5 months and now we are told it may be 6-12 months?!! Really?!! Liars!!! Lexus has taken a nose dive when it comes to customer service!!! We have been their customer for almost 30 years. This is disappointing.
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Reviewed July 20, 2023
I have purchase an RX 350 F Sports 2023 model with panoramic view roof (it's divided in to two parts one front side sunroof and rear side a separate glass top. On July 18 2023 I was sitting in my SUV waiting to pick some in a parking lot in Arizona around 11.30 am. Outside temperature was 115. Suddenly heard a big scary noise, I went out and checked. Nothing noticed. After sometime I was driving home some abnormal sound noticed suddenly. I pull over to side and thoroughly checked. Find out that my rear seat top sunroof completely shattered and my grand child was inside the miraculously escape wounds.
I went to Superstition Lexus to get a quote. To replace that 4 ft x 3 ft glass replacement cost they quoted me 12000.00 (twelve thousand dollars). It's 1/4 price of the whole car. I humbly request the public that please don't ever buy an RX 350 with a panoramic moon roof. Also it's extremely dangerous to the rear seated passengers. If anyone want more information please contact me.
Reviewed June 28, 2023
I purchased a brand new 2023 Lexus RX500h in late February for just under $70K. It is a beautiful hybrid SUV that has comfort and performance. After 2200 miles, my air conditioner stopped working. I took it to the dealer and they said that a rock must have come through the front grill and into the compressor, which would need to be replaced. This was not warranty work and the bill would be $4000.
I was shocked and went on the internet to find this problem is not uncommon. The large front grill of the new Lexus models seems to have an issue with this as the compressor is placed inside the engine compartment just behind the front grill. I am not happy about a $4K bill so soon after my $70K expense, but I told them to proceed with the repair as I had no real choice.
The car has been in service for over two weeks. The replacement compressor is on backorder and no one can tell me when it will be shipped. The local dealer is trying to help but no one at corporate is able to give me an idea of when it might come and the car will be fixed. I am now hearing that it could be a month or more. Lexus of Bellevue is the dealer and they are trying to help me, but it seems no one at Lexus corporate views this situation as an issue. The dealer is providing me a loaner vehicle, but I have to go back and return it every week for they have time limitations for how long one customer can have a loaner. After owning several Lexus vehicles in my past, I am so disappointed. The company that used to stand for high quality and customer service seems to no longer care.
Updated review: April 7, 2023
I had a huge issue with a used Lexus I had purchased 5 months earlier. Major repair I had to pay out of pocket. I was extremely unhappy. Lexus is the reliable brand. “The pursuit of Perfection.” My confidence in Lexus was shattered. I wasn’t shy about reviewing them as such. I received a phone call from Lexus of Omaha today and was told that they were not happy that I was unhappy and reached out to Lexus Corporate and they were able to reach an agreement where I was given a service credit. This is service, this is how you keep customers coming back. Confidence restored. Lexus of Omaha absolutely earned my business and I can go back to loving my Lexus. Thank you!
Original Review: April 5, 2023
Sad day for me. I have been driving Lexus cars almost my entire driving life. My last car being a 1995 Lexus Ls400 that I had for 9 years that was a beautifully engineered vehicle. Everything that wasn’t a major mechanical part started failing due to age and I decided it was time for a newer Lexus. We all know how hard it has been to find a good used car these days.
I had the good fortune to find two 2010 Lexus Is250s, one in black, one in white. Similar trims, looked at both and chose the black one. The car had been purchased at Lexus of Omaha, all the services were done at Lexus of Omaha. No brainer right? Worked on by Lexus mechanics it’s whole life. Full service records through Lexus of Omaha. I was thrilled. Jackpot I thought. Well here I am 5 months later driving down the road and my car has zero power. I call the dealership and have the car towed there. A day later I receive a call that I am having a fuel pump issue. It’s going to cost 1k. Things fail, it’s a 12 year old car. I understand. Called back the next Monday and it’s still not driving well. They have to replace the other fuel pump. 2000 more dollars. Basically the entire fuel system failed.
Like I said, I’ve had multiple Lexus vehicles and I’ve never had a major repair. I take great care of my vehicles. My Ls400s seals on the wheels deteriorated before any major parts failed. The hood latch on my es300 rusted away and broke before any major failings of mechanical parts. What happened to Lexus quality? 5 months in and I’m spending 25% of this cars value to keep it operating. Purchased from a Lexus dealership, serviced by a Lexus dealership. I thought Lexus stood by its products and customers. Not my experience. Don’t let the hype fool you, that Lexus vehicles are one of the most reliable vehicles you can buy. Especially one that has was well taken care of, such as the example I purchased in November. That you can buy an older Lexus confidently. My confidence in this brand vanished in an instant.
Guy I work with purchased a Kia for way too much money. A few months later he was having his engine replaced under warranty. My words to him were, you should have looked at a used Lexus. Who was the first person to text me. He was. “I hear your Lexus is in the shop???? :)” I won’t put myself in the position to be embarrassed again. I have to say, Lexus of Omaha can be really great. My purchasing experience. Service communication, timely repair, loaner Lexus, all great things. Great customer service in so many ways. When it came time for Lexus to stand next to a product they just sold me, off their lot, inspected by them, serviced by them? Nothing. They handed me a giant bill and let me on my way.
I will struggle to purchase a used Lexus ever again (unless it’s a 1st or second gen LS). I will struggle to recommend a Lexus vehicle to anyone I know or work with. Really bummed out. Was hoping an FC would be my next one, the gray one parked out front of LoO. Looked amazing. My IS250 looks amazing even all these years later. Don’t let looks fail you. Lexus isn’t what it used to be.
Reviewed Feb. 2, 2023
I purchased a 2023 Lexus ES and only ONE day later I leased a Lexus NX, both from the same dealership. The first car was driven home and was 17lb overweight on tire and needed an alignment. The 2nd car had the wrong VIN number and the contract, tag and all information had to be re-done. There is ZERO quality control. I called Consumer Affairs and spoke to a very nice, empathetic lady named Elle who said I could contact her again if I needed to. She sent the case over to a 'manager' named Israel, who called and said they 'don't handle anything like this - only cars that have warranty issues'. So I spent $125,000 and Lexus does not stand behind its brand, reputation, care about its customers and you actually cannot call back your original person. STAY AWAY.
Reviewed Jan. 25, 2023
I purchased an RX last week and had some issues with the infotainment system that it came with. It would not load my wife's profile, who's the primary driver. I contacted customer service yesterday, and the Case Manager that I contacted was very nice and helpful. Found out the issue is that the vehicle could not create a user profile because I had opted out of a trial internet connection for the vehicle. They fixed that my agreeing for a trial. Today, I tried to set up the profile again, and this time, the vehicle can see the profile, but cannot change to it. So I contacted Lexus again. I asked whether it's possible to speak to the lady I spoke with before - she knows the background. They said I would have to call tomorrow because they have decided to transfer my call to someone else, who is only available tomorrow! When I asked a few times whether someone can help me now, the lady grudgingly said she can help.
After half an hour of trouble-shooting, removing car from profile, re-adding, resetting and starting from scratch, I found myself in exactly the same situation - the vehicle profile has become "Guest" instead of my wife, who's the primary driver. Their final suggestion is to drive the car to the dealer and see if they can help! It's no longer worth spending any more time on it. We don't really need the internet bells and whistles that the Lexus comes with, anyhow, so we're going to use it logged in as "Guest"! We feel like Lexus is overpriced, overbearing, over-rated and maybe should be overthrown (lol)!!
Reviewed Jan. 16, 2023
Worst SUV I have ever owned. So many problems it`s insane. Lexus is over rated. All my other trucks and cars put together didn`t have these problems. 6 months old. 6500 km on the SUV. Crazy. Been to dealer 6 times so far and called roadside assistance 1 time.
Reviewed Jan. 5, 2023
I have a 2019 Lexus NX300 with 35K miles. On December 26th 2022 the car stalled without warning on the interstate almost killing me and endangering those around me. I took the car to the dealership on the 27th who after a 3 hour wait said they didn’t know what’s wrong with it. They later called me and asked me if I can take the car and test drive it, which I was not comfortable with since they didn’t actually identify the cause of the problem and it would put me and others in harm's way. After 11 days, this is the sign-out I received:
- The engine light came on for an electronic board issue due to the engine or throttle malfunctioning- they told me that this wasn’t really an error and they cleared the error by resetting the electronic board.
- I got a notification from my Lexus app that there is an error with the all wheel drive which was not addressed, nor mentioned to me.
- The battery needed to be replaced.
So all in all sounds like I wasted a ton of money on this “Luxury” car which really is a piece of *crap*. I will be getting rid of this car asap and would advise future car buyers to stay away from the Lexus brand.
Reviewed Jan. 1, 2023
I have had Lexus for over 20 years. I have leased. I bought my current Lexus which is 4 years old. I also purchased extended warranty. Well this rx450h has plastic window covers on several places. All of which have melted. The car is kept in a garage and at 40k miles. They started melting at 20k. I asked service department about them and to replace is 2k. For melting parts... Of all my past Lexus none had this. So I decided I am no longer going to buy cars from Lexus if they are going to sell cars that melt. Beware they don't cover melting parts...
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