Lexus

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.

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)!!

- 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.

Lexus knows they have a problem with these door lock actuators and I was happy they stood behind it, at least they did for a while. When the part failed again for the 11th time I attempted to contact Lexus by phone and email over several weeks. I was promised calls back and it never happened. I would understand if they no longer were going to cover the failed parts as the car is 13 years old, even though these parts have been failing since I 've owned the car for the last 10 years. The issue is that customer service would not even call me back. Rather than say they just can't cover the repairs any longer they chose to just ignore me. Shame on them. I would never purchase another Lexus due to the same parts failing over and over and total lack of respect and customer service.

Tampa Lexus would do an amazing job with cleaning my car anytime I brought it there. Scanlon Lexus car washing is pathetic. Scanlon had amazing service all around back in 2017-2019. When I got my 2nd lease from them in 2020 is was just not the same. The service rep was so kind back in 2017, but when it came time to release in 2020, he was your typical salesman that didn't seem to care anymore. The day I picked up my 2021 vehicle I noticed a week later that the fluids were never topped off, the tires did not have proper pressure which was such a hassle because we were leaving town and had to drive all over the place trying to find a place that had a running tire pump. Just poor customer service. The attention to detail at Scanlon is gone. There was a huge shift in everyone's attitude there.

This past summer I had to call roadside for a flat tire. I waited 2 hours and no one showed up. My husband had to travel over an hour and cancel his clients for the rest of the day to help me. Scanlon Lexus didn't offer any other assistance so I had to call a third party to get the repair done, then Lexus refused to reimburse me. My sales rep didn't respond to any of my emails when I messaged him to ask for help in getting the issue resolved. He went from being this super kind and genuine person back when I had my first Lexus with Scanlon, to completely ignoring me this year. Not sure what happened but he is not the same genuine person I thought I knew.

We were hit by Hurricane Ian recently. When I called Lexus Financial, they would not do anything to help give a little break on making a payment. We just wanted to have a 30 day break and asked if we could put one payment at the end of the lease. I had done this back when we go hit by Irma. They allowed us to put one payment at the end of the lease with no fees or interest. But today I was told it would be a $175 fee. Not really practical for people who have lost so much and have a mountain of bills and repairs to have to pay for. We are done with Lexus. The quality of the vehicles and service has gone drastically downhill.