I love Lexus, for reliability, their naturally aspirated V6 & V8 engines. But nothing great can be said about their Lexus centers. I had a GS250 a naturally aspirated V6 with really low mileage which I sold last week and decided to buy an ultra low mileage RC200T from Lexus Glasgow. It was for me to road test and get use to its functionality before investing in a GSF OR RCF. Which are really expensive if you are a cash buyer. The reason I choose Lexus was primarily because of their customer satisfaction ratings. The key tool Lexus thrives on to lure returning buyers who choose Lexus rather than the popular big three. MB, BMW & Jaguar. Who outsells more cars by an astronomic margins in UK. My first purchase of my Lexus experience was hit by a forgery scandal where the salesman involved forged my signature on an insurance document. The management was apologetic and in good faith serviced my car for free the following year. To which I thought it was an one off and great customer service to carry out my service out of good faith. How ever I never expected that unscrupulous practices still carries on when Lexus is all about great customer experience and transparency.
The sale of the RC200T from Lexus Glasgow was after much reassurances that the car was perfect with no damages (the images are cleverly photo-shopped) and will be ready with a full service included. I paid upfront the whole amount and paid for two tickets to fly the following weekend 25.01.2020. Which gave them ample time to fix the car or inform me that the car was not perfect as described but provide a fault detail. So I can cancel the purchase, ask for the refund and not waste time or expenses. I even paid for a hotel that evening in the peak district to break the long drive back.
At the time of collection, my wife noticed the service was not done and to make it worse the car was in appalling condition. Which was lost in translation when asking if the car had no damage and the body work perfect. Most panels of the car (under inadequately lit showroom) had more stone chips than I could count. And the ones which were significant was touched by a child. The engine hood had a ripple dent, which meant the whole hood had to be redone. The front bumper was the worse with grazes and so much stone chips I gave up looking. The salesman and the sales manager had all missed when the car was inspected. My wife and I was left stranded and out of pocket with no apology, no reimbursement for the loss of time and travel expenses. Now with the arduous effort of asking for my money back. Damn poor customer service, will never ever buy a car from Lexus based on a salesman reassurances. Cannot be trusted, fancy leather chairs and a coffee machines don't make up for poor service. Never again. Lexus cars might be built by great engineers and craftsman in Japan. But they are sold by salesman in UK that are more likely to be see on BBC Rogue dealers. Thank you Lexus for making me loose faith on decency, being transparent and customer service. The images are of the car with the locations of the damages to the body circled.
