Lexus Servicing by Toyota

[Pauly C]

Okay, I know this has been discussed numerous times before, but I thought it would be worth a quick update on what I've been told (verbally) what I can do after I collect my UX on Monday.  When I asked the Lexus dealer if I could have all my Lexus servicing done at my local Toyota garage (10 mins away as opposed to a 4 hour round trip away to my nearest Lexus dealer) and would it invalidate any warranty, he told me that was perfectly alright and the Lexus (relaxed?) warranty would not be affected in any way.  I've asked if they can point me in the direction of where that is spelt out and laid down.  I briefly mentioned this to my local Toyota dealer and whilst they told me they could service a Lexus, they mentioned it would likely take longer as they'd need to order Lexus parts in....and that it would likely invalidate a Lexus warranty.  I can see that whilst Lexus are telling me it's OK....it could be a different ball-game convincing my local Toyota dealer that, in all respects, it should be OK.

Would be interested to hear your thoughts🤔

[saz318]

10 minutes ago, Pauly C said:

Okay, I know this has been discussed numerous times before, but I thought it would be worth a quick update on what I've been told (verbally) what I can do after I collect my UX on Monday.  When I asked the Lexus dealer if I could have all my Lexus servicing done at my local Toyota garage (10 mins away as opposed to a 4 hour round trip away to my nearest Lexus dealer) and would it invalidate any warranty, he told me that was perfectly alright and the Lexus (relaxed?) warranty would not be affected in any way.  I've asked if they can point me in the direction of where that is spelt out and laid down.  I briefly mentioned this to my local Toyota dealer and whilst they told me they could service a Lexus, they mentioned it would likely take longer as they'd need to order Lexus parts in....and that it would likely invalidate a Lexus warranty.  I can see that whilst Lexus are telling me it's OK....it could be a different ball-game convincing my local Toyota dealer that, in all respects, it should be OK.

Would be interested to hear your thoughts🤔

I would like to know what you find out, but my guy tells me to get a written confirmation from Lexus that the Toyota workshop would not invalidate any warranty, etc.... though Toyota may not honour the included lexus service plans, etc. that come with a new vehicle. 

[ColinBarber]

Technically it wouldn't invalidate the warranty, just that you wouldn't get the new 12 month warranty extension that only comes with a Lexus service.

 

15 minutes ago, saz318 said:

I would like to know what you find out, but my guy tells me to get a written confirmation from Lexus that the Toyota workshop would not invalidate any warranty, etc.... though Toyota may not honour the included lexus service plans, etc. that come with a new vehicle. 

For a new vehicle covered under the initial manufacturer's warranty you can get it serviced anywhere provided they are competent and use parts of similar quality to OEM for the warranty to remain valid. This is the law (Motor Vehicle Block Exemption Regulation).

[Pauly C]

1 hour ago, ColinBarber said:

Technically it wouldn't invalidate the warranty, just that you wouldn't get the new 12 month warranty extension that only comes with a Lexus service.

 

For a new vehicle covered under the initial manufacturer's warranty you can get it serviced anywhere provided they are competent and use parts of similar quality to OEM for the warranty to remain valid. This is the law (Motor Vehicle Block Exemption Regulation).

The Lexus Sales Executive told me I would get the continued 12 month extension on the warranty if I went to Toyota.  As I say, I'll be getting that in writing if I can🤔

[Pauly C]

Update:  It seems that Lexus are telling me that I need to go to a 'Lexus-approved' repairer to get my servicing done that will continue to validate a further 12 month warranty to the 10 year-100,000 mile mark.  Googling a Lexus-approved repairer only seems to include Lexus service centres...indicating that clarification is proving complex and troublesome.  When I asked for this in writing, all I've been sent so far is a link to what appears to be a Lexus statement on Warranty conditions, which states the above.  

[wharfhouse]

32 minutes ago, Pauly C said:

Update:  It seems that Lexus are telling me that I need to go to a 'Lexus-approved' repairer to get my servicing done that will continue to validate a further 12 month warranty to the 10 year-100,000 mile mark.  Googling a Lexus-approved repairer only seems to include Lexus service centres...indicating that clarification is proving complex and troublesome.  When I asked for this in writing, all I've been sent so far is a link to what appears to be a Lexus statement on Warranty conditions, which states the above.  

As stated above, the 3 year manufacturers warranty is NOT dependent on having the car serviced by Lexus so long as OEM parts are used and schedules followed (and this can be proven should a warranty claim arise). However, once this period has passed and the Service Activated (Extended) Warranty takes over to Year 10 (or 100k miles if that comes first) then my understanding is that the car MUST be serviced by a Lexus centre (and not Toyota or anyone else) to keep this extended warranty in place. Here is the web page for the 10 Year Warranty https://www.lexus.co.uk/owners/warranty/lexus-warranty, and here are the T&Cs: https://www.lexus.co.uk/content/dam/lexus/nmsc/united-kingdom/owners/warranty/extended-warranty-with-servicing/LEXUS-WARRANTY-15-03-24.pdf 

The key term in the T&Cs is that all servicing must be undertaken by an “Authorised Lexus Repairer”, which means any repairer located in the United Kingdom or any country which is a member of the European Union and who has been authorised by the Lexus Group to undertake servicing, repair and maintenance work.

Does that include Toyota garages? I doubt it, but perhaps the only way to get a clear answer is to contact Lexus UK HQ customer services and get it directly from them, in writing. In the past others have been told by Toyota that they cannot undertake the Hybrid Health Check or warranty the Lexus hybrid Battery, hence I can't see them being to provide the 10 Year Extended Warranty.

If Lexus CS come back and confirm that Toyota cannot provide a service that delivers on the Service Activated Warranty (and the Hybrid Health Check, which is included in this) I wold be writing a stiff letter to the Lexus dealer principal and cc'd Lexus UK. If Lexus UK confirm that Toyota can services and issue the Service Activated Warranty I think we would all like to know this as for many people it would make life easier given the higher number of Toyota dealerships.

Interestingly my daughter has a Kia Niro. This has a 7 year warranty. Their local Kia dealer they bought the car from and had it serviced a couple of times (and was very good) decided to drop being a Kia dealer, but said that they can still service the car (and will use all approved parts and processes) and that the Kia 7 year warranty will remain intact. If a warranty claim is needed it would have to be done by a Kia dealer but they would be able to provide any necessary service documentation to back up a claim. I was a bit sceptical but checked this out with Kia and indeed that is the case. It's specifically stated in the Kia T&Cs. Without such wording in the Lexus one I would certainly not trust what you have been told unless Lexus UK back that up.

[Pauly C]

13 minutes ago, wharfhouse said:

As stated above, the 3 year manufacturers warranty is NOT dependent on having the car serviced by Lexus so long as OEM parts are used and schedules followed (and this can be proven should a warranty claim arise). However, once this period has passed and the Service Activated (Extended) Warranty takes over to Year 10 (or 100k miles if that comes first) then my understanding is that the car MUST be serviced by a Lexus centre (and not Toyota or anyone else) to keep this extended warranty in place. Here is the web page for the 10 Year Warranty https://www.lexus.co.uk/owners/warranty/lexus-warranty, and here are the T&Cs: https://www.lexus.co.uk/content/dam/lexus/nmsc/united-kingdom/owners/warranty/extended-warranty-with-servicing/LEXUS-WARRANTY-15-03-24.pdf 

The key term in the T&Cs is that all servicing must be undertaken by an “Authorised Lexus Repairer”, which means any repairer located in the United Kingdom or any country which is a member of the European Union and who has been authorised by the Lexus Group to undertake servicing, repair and maintenance work.

Does that include Toyota garages? I doubt it, but perhaps the only way to get a clear answer is to contact Lexus UK HQ customer services and get it directly from them, in writing. In the past others have been told by Toyota that they cannot undertake the Hybrid Health Check or warranty the Lexus hybrid battery, hence I can't see them being to provide the 10 Year Extended Warranty.

If Lexus CS come back and confirm that Toyota cannot provide a service that delivers on the Service Activated Warranty (and the Hybrid Health Check, which is included in this) I wold be writing a stiff letter to the Lexus dealer principal and cc'd Lexus UK. If Lexus UK confirm that Toyota can services and issue the Service Activated Warranty I think we would all like to know this as for many people it would make life easier given the higher number of Toyota dealerships.

Interestingly my daughter has a Kia Niro. This has a 7 year warranty. Their local Kia dealer they bought the car from and had it serviced a couple of times (and was very good) decided to drop being a Kia dealer, but said that they can still service the car (and will use all approved parts and processes) and that the Kia 7 year warranty will remain intact. If a warranty claim is needed it would have to be done by a Kia dealer but they would be able to provide any necessary service documentation to back up a claim. I was a bit sceptical but checked this out with Kia and indeed that is the case. It's specifically stated in the Kia T&Cs. Without such wording in the Lexus one I would certainly not trust what you have been told unless Lexus UK back that up.

I have just been onto Lexus CS at Exeter, and they will give me confirmation - in writing - that I can have my UX serviced at my local Toyota garage that will NOT invalidate the 10 year/100,000 mile warranty and will keep it going up until that point...looks like I have a result.  I will share the wording/details of said written confirmation when I actually get it.

[wharfhouse]

18 minutes ago, Pauly C said:

I have just been onto Lexus CS at Exeter, and they will give me confirmation - in writing - that I can have my UX serviced at my local Toyota garage that will NOT invalidate the 10 year/100,000 mile warranty and will keep it going up until that point...looks like I have a result.  I will share the wording/details of said written confirmation when I actually get it.

Look forward to seeing it as I'm sure many others on here will. Well done for determination in getting it put in writing. 

[Duggie B]

A lot of Lexus dealers are also Toyota dealers and I know both our cars are serviced at the Toyota workshop apparently by the Lexus trained Technicians, (all the training happens at Burnaston I believe where Lexus/Toyota head quarters are located)....seems logical as most components would be shared across both marques vehicles likewise the technology.

[Pauly C]

Just now, wharfhouse said:

Look forward to seeing it as I'm sure many others on here will. Well done for determination in getting it put in writing. 

Thanks Phil...it's not come directly from Lexus HQ so to speak, but if I encounter any further problems - specifically with my local Toyota garage - and any others, I will take it up directly with Lexus HQ.  The Sales Executive at the dealer I'm picking it up from is being quite clear and confident in giving me this advice...so that is reassuring.

[wharfhouse]

If Toyota / Lexus state that all (or some) Toyota dealerships are an "Authorised Lexus Repairer" then the rest of the Service Activated Warranty follows through. As @Duggie B says quite a few dealerships already have both Toyota / Lexus facilities - in Reading, Berkshire, my local dealer (Jemca) has a Lexus facility and a Toyota facility next to each other (we've bought cars from both and get them serviced there) - they don't currently share the same workshop but have separate ones but I always thought it would make sense to have a shared workshop to make it more effective for them (or maybe they do share facilities if one is busy and one has space free). The Jemca bodyshop in Bracknell handles both Lexus and Toyota body repairs in the same facility. Maybe there are changed afoot? 

[Pauly C]

This is what I've just had from the Lexus dealer supplying my new car, and from whom I will be collecting it on Monday...interesting but I somehow feel the potential 'fly in the ointment' is going to be my local Toyota dealer🤔

Hi Paul,

 

I can confirm that as long as the vehicle is serviced by Lexus or a Toyota dealer using original parts and having the hybrid health check you will still be covered by the Lexus warranty.

 

Kind regards

 

[wharfhouse]

19 minutes ago, Pauly C said:

This is what I've just had from the Lexus dealer supplying my new car, and from whom I will be collecting it on Monday...interesting but I somehow feel the potential 'fly in the ointment' is going to be my local Toyota dealer🤔

Hi Paul,

 

I can confirm that as long as the vehicle is serviced by Lexus or a Toyota dealer using original parts and having the hybrid health check you will still be covered by the Lexus warranty.

 

Kind regards

 

Not trying to be difficult - but I wouldn't take that wording as confirmation that this applies to the Lexus Service Activated Extended Warranty for the 10 years / 10k miles and would personally read this as it applies only to the 3 years Manufacturers Warranty (in which case it is correct). It also mentions about having the hybrid health check completed and I know from others here that Toyota dealers have clearly said previously that they are not able to do this for a Lexus car. This wording is not what you have been told verbally. I would send this to Lexus UK and ask them to very specifically confirm the situation with respect to the Lexus 10 Year / 100k Miles Service Activated Warranty. 

[RONNIE W HODGEKINSON]

28 minutes ago, wharfhouse said:

Not trying to be difficult - but I wouldn't take that wording as confirmation that this applies to the Lexus Service Activated Extended Warranty for the 10 years / 10k miles and would personally read this as it applies only to the 3 years Manufacturers Warranty (in which case it is correct). It also mentions about having the hybrid health check completed and I know from others here that Toyota dealers have clearly said previously that they are not able to do this for a Lexus car. This wording is not what you have been told verbally. I would send this to Lexus UK and ask them to very specifically confirm the situation with respect to the Lexus 10 Year / 100k Miles Service Activated Warranty. 

This is a Big Grey Area Your Getting into Here With All The Different Permutations Of Service and Warranty..One person Saying This and the Other saying That..I Note The lexus HQ guy not specifying if his Comment relates to the First Three years of Warranty which technically lexus or Toyota Would Cover But Whether the Relax Warranty in the Following  Seven years Be covered by Both Dealerships.. There does not appear to be a Concensus of Deliberation...Therefor I Personally will Have all my servicing done through the Lexus Dealership..It Costs a little more But worth The Peace of Mind In This particular Jigsaw

[ColinBarber]

50 minutes ago, Pauly C said:

This is what I've just had from the Lexus dealer supplying my new car, and from whom I will be collecting it on Monday...interesting but I somehow feel the potential 'fly in the ointment' is going to be my local Toyota dealer🤔

Hi Paul,

 

I can confirm that as long as the vehicle is serviced by Lexus or a Toyota dealer using original parts and having the hybrid health check you will still be covered by the Lexus warranty.

 

Kind regards

 

I'm assuming your profile is correct and you are looking to purchase a 2020 model that is out of manufacture warranty and therefore:

Only Lexus HQ can authorise Lexus Relax warranty claims so I'd recommend you check with them and not take the word of a salesman/dealer. Toyota dealers are typically locked out of accessing diagnostics on Lexus vehicles and they cannot register hybrid health checks to obtain the warranty. Even franchises that operate both (and share premises) still have to be careful in not bending the rules - e.g. only Lexus trained technicians performing certain tasks.

Many Toyota dealers won't service a Lexus vehicle (even without offering a warranty) - they risk losing their Toyota franchise.

Lexus has toyed with the idea of allowing all Toyota dealers to service Lexus vehicles but to my knowledge that hasn't happened yet. The main push back is that Lexus franchisees have to invest a lot money on facilities, training and demostrator/loan vehicles, more so than Toyota dealers. In return for their investment they expect a certain amount of service revenue and would not be happy for that to disappear.

[Pauly C]

Guys….I will follow this up accordingly, and will report back.  I feel the salesman’s response has some weight behind it, and gives me some leverage if things turn sour - for whatever reason - further down the road. Not the stress-free start to my Lexus ownership I was hoping for🙄

[VFR]

5 hours ago, Pauly C said:

Okay, I know this has been discussed numerous times before, but I thought it would be worth a quick update on what I've been told (verbally) what I can do after I collect my UX on Monday.  When I asked the Lexus dealer if I could have all my Lexus servicing done at my local Toyota garage (10 mins away as opposed to a 4 hour round trip away to my nearest Lexus dealer) and would it invalidate any warranty, he told me that was perfectly alright and the Lexus (relaxed?) warranty would not be affected in any way.  I've asked if they can point me in the direction of where that is spelt out and laid down.  I briefly mentioned this to my local Toyota dealer and whilst they told me they could service a Lexus, they mentioned it would likely take longer as they'd need to order Lexus parts in....and that it would likely invalidate a Lexus warranty.  I can see that whilst Lexus are telling me it's OK....it could be a different ball-game convincing my local Toyota dealer that, in all respects, it should be OK.

Would be interested to hear your thoughts🤔

From my experience Snows of Exeter are very good and I will shortly be having my last service there (almost 10 years old )

You only service it once a year so in the scale of things ?, and you can always visit Ikea while you are there.  😉

Or why not a Toyota of some kind instead ?

[Pauly C]

3 minutes ago, VFR said:

From my experience Snows of Exeter are very good and I will shortly be having my last service there (almost 10 years old )

You only service it once a year so in the scale of things ?, and you can always visit Ikea while you are there.  😉

Or why not a Toyota of some kind instead ?

I don’t want to make a mountain out of a molehill on all this Brian….honestly…all I want is to be fully informed so I am fully aware of what I’m up against before I collect my car😉

[wharfhouse]

17 minutes ago, Pauly C said:

I don’t want to make a mountain out of a molehill on all this Brian….honestly…all I want is to be fully informed so I am fully aware of what I’m up against before I collect my car😉

Absolutely - I would want it clearly stated in writing - way too many arguments happen based on verbal promises or a poorly worded document. In the past in these sort of cases I tend to write what I want confirming (in detail) and ask the seller to reply confirming what I have put rather than rely on their vague wording. 

[VFR]

1 hour ago, Pauly C said:

I don’t want to make a mountain out of a molehill on all this Brian….honestly…all I want is to be fully informed so I am fully aware of what I’m up against before I collect my car😉

No you are dead right (IMO) to want things confirmed and I would want the same.

I went into my local Toyota dealer in Barnstable as like you it would save a long drive, they also confirmed that they could not carry out the Hybrid check which puzzled me as they have many hybrid models themselves.

I will use Lexus as doing so guarantees the car (just in case) so it is a no brainer but painful on the wallet on occasion. Now I am coming up to 10 years I will look for other options I think. 

[DavidCM]

Regarding Lexus/Toyota dealerships and the example of Lexus Reading directly adjoining each other...Lexus Hedge End(Southampton) again directly adjoins the Toyota dealership.But,in this instance,the workshop is shared.I don't know if there are dedicated mechanics for Lexus but I would have thought there must be some crossover for purely business common sense.

[ColinBarber]

1 hour ago, VFR said:

I went into my local Toyota dealer in Barnstable as like you it would save a long drive, they also confirmed that they could not carry out the Hybrid check which puzzled me as they have many hybrid models themselves.

The HHC is a semi automated test which connects to Toyota’s servers to authorise the test and send back results so the warranty is logged. It’s the backend that stops a Lexus vehicle being tested at a Toyota dealership. 
 

The test is no different between a Toyota or Lexus vehicle and your dealer has the equipment and skills required, they just aren’t authorised to carry out the work. They could in theory run all the individual tests but without the 12 month warranty extension there is little value in doing so. 

[RONNIE W HODGEKINSON]

16 hours ago, Pauly C said:

Guys….I will follow this up accordingly, and will report back.  I feel the salesman’s response has some weight behind it, and gives me some leverage if things turn sour - for whatever reason - further down the road. Not the stress-free start to my Lexus ownership I was hoping for🙄

End Of Confusion and Disparity.. Just stick With Lexus....Problems are only as Big as you Make Them..!!!!

[Pauly C]

7 minutes ago, RONNIE W HODGEKINSON said:

End Of Confusion and Disparity.. Just stick With Lexus....Problems are only as Big as you Make Them..!!!!

Yep, you are right Ron….I came to that conclusion earlier.  If I want a Lexus and the extended warranty I need to be prepared to make the yearly 4 hr round trip to make it so….just clarified by my local Toyota dealer’s service department….who cannot help me out.  I believe it is a slightly different story with repairs, as long as said repairs do not directly link to a subsequent warranty claim….just annoyed that the Lexus salesman told me different😡They’ll no doubt tell me it would all be fine their end….and that the issue is with Toyota🙄

[wharfhouse]

2 minutes ago, Pauly C said:

Yep, you are right Ron….I came to that conclusion earlier.  If I want a Lexus and the extended warranty I need to be prepared to make the yearly 4 hr round trip to make it so….just clarified by my local Toyota dealer’s service department….who cannot help me out.  I believe it is a slightly different story with repairs, as long as said repairs do not directly link to a subsequent warranty claim….just annoyed that the Lexus salesman told me different😡

Yes, repairs can be done by anyone and it should not affect the Lexus Service Activated Warranty unless the repair can be shown to have caused a failure that you are trying to claim for due to using the incorrect parts or procedures. It was worth pursuing the right answer as it could have proven very expensive to have suddenly found out that the warranty was not in place following a service by Toyota (although it sounds like Toyota acted correctly and gave you the right information). 

I can understand why a 4 hour round trip can be frustrating, but hopefully it's only once a year and Lexus cars don't spend much more time at the dealer other then regular servicing.