fourbanks

Forget Halfords or KwikFit - both equally useless. i agree on that part, they should never be used by a car under warranty as it would become invalid

thanks rich 🙂

Having just had my first service by Lexus Gatwick, I've noticed the level a little higher than normal also a smell of petrol this I'm told by the Lexus master Mechanic of 20 years as being normal does anyone have any views on this that differ from above thanks

The bottom line is they don't enjoy their work, and it's as simple as that

I find the standards overall have very much declined over the past couple of years, and that's with me having direct contact with Lexus. The trouble is very simple, they can't get the right sort of staff who are passionate about the brand. There are a few very few I have met who do make the grade, but not in sufficient numbers that can make a difference. Iv'e just recently been on a fact finding mission to find Takumi Masters from all brands of cars and with much regret they're all in the same boat, just a couple of great staff per garage I think the most iv'e found is around a dozen car staff in the whole of Sussex at Takumi Masters level

I had my car serviced today at Lexus Gatwick and although the service was OK the car wash at the finish was dreadful so don't bother with that, plus I had to get various black marks off the seats so all in all for just under £300 not good just an oil change and filter and a stamp in the book

Thanks, Brian my car has had to be rescheduled now for next Friday, noon

Please do Brian as my car goes in for a service on Monday

Not great Steve thanks for the explanation

i think the reasons for poor service are varied and as I know the Lexus staff at senior level at head office it doesn't take away the fact I get bad service like being ignored and never addressed by my name by local staff who should know it but never do god help us, that's all I can say. The staff levels of service overall are well short, and I'm not seeing any changes. i should also add that the other manufactures are no better

Hi Steve can you elaborate on what didn't meet your expectations

i only follow people who are the very best in their fields of work, I don't guess

This change of business only effects the Marshall group, who had purchased the Lexus franchise 2/3 years ago if you were with any other group like Lexus Guilford ( Inchcape) then nothing will have changed, and you will continue to be served by your local Lexus dealer inchcape are by far the best to deal with and a trip to Guildford is a good option having said that, my car is due for a service next week at Toyota Gatwick, so will report back how this pans out later the Lexus technical team there is very good, led by Tim and providing he's around things should be OK

At this time, to book a service you need to speak to Steven Eagle head office on 01908 248888 and ask for Joe (female) until further notice. as she and her team are dealing with all the service bookings

The change over was last Monday the 3rd of July there is no parking at all and is crammed full of cars, so you will need to park in the service bay only and although full you will need to take advice on the day Tim is the top mechanic over there, so try to get him to see to your car if possible. If you run into any trouble with the staff, then you will need to call Steven Eagle on 01908 248888 and put a complaint in

As to why this transition took place is anyone's guess, but from my own personal observations were that the Marshall group were never at a level that I personally required being from the old school only time will tell if the change over lives up to a more professional standard Further reading https://cardealermagazine.co.uk/publish/exclusive-constellation-forced-to-put-toyota-and-lexus-marshall-dealerships-up-for-sale/277398

Conformation for those in West Sussex for the transfer of business as i posted earlier above Lexus Gatwick Important Customer Announcement As a customer of Lexus Gatwick, we are writing to inform you that the Steven Eagell Group has acquired the Lexus franchise in Gatwick from the previous owner, Marshall Motor Group. The Steven Eagell Group is the largest Lexus retailer in the UK, with 12 dealerships across the South East, East of England, West Midlands and now Gatwick. We are recognised by Lexus UK for delivering outstanding levels of customer satisfaction. We strongly believe in a long-lasting relationship with our customers, and our primary objective is to provide complete customer satisfaction at every opportunity – whether purchasing a new car or simply requesting a replacement headlight bulb. As part of the transition, we will be closing the current site and temporarily relocating to the Toyota Gatwick dealership at The Drive, Gatwick Rd, Crawley RH10 9AN. As a Lexus customer, we wanted to personally let you know and reassure you that we will continue to provide the same level of excellent service and take care of all your vehicle needs, including maintenance, new and used vehicle sales and financial services. Further details regarding permanent relocation will be communicated nearer the time. The Marshall Motor Group privacy policy enables the transfer of customer and vehicle data to Steven Eagell Ltd. This ensures we can continue to operate the franchise and communicate with you effectively. We are pleased to let you know that the integration of customer records has now been completed, so when you contact us, we will have all your information to hand and will quickly be able to meet any requirements you have. At Steven Eagell Ltd we take your privacy seriously and will only use your personal information to administer your account and to provide products and services. We will never sell your data on to third parties. Under the UK General Data Protection Regulations, we are required to inform you as to the lawful basis under which we process your personal data. When we have a new product, service, offer or exciting event we’ll tell you about it by sending you personalised communications by email, phone, SMS or post. In most cases we rely on ‘legitimate interest’ as the legal basis upon which to process your personal data (full details of our lawful basis for processing are in our privacy policy which can be accessed at www.steveneagell.co.uk/privacy). We will also remind you when your service is due or other relevant products are due for renewal, as well as periodically inviting you to participate in customer satisfaction surveys. You can update your marketing preferences or opt out completely from receiving communications from Steven Eagell Ltd at any time, by visiting www.steveneagell.co.uk/opt-out. Further information about how we process your data is provided in our privacy policy, or if you have any further questions regarding how we process your data, you can contact our Data Compliance Team at dpo@steveneagell.co.uk. We anticipate you may have some questions regarding ongoing transactions, so to help, we have produced a summary of Frequently Asked Questions and contact details, covering: Future/existing service or MOT bookings New/Used vehicle orders and deposits Service plan transfers Finance applications The existing team from Lexus Gatwick will be moving to the new temporary location, enabling us to continue to provide a first-class service to all our customers. The Lexus Gatwick team look forward to seeing you again soon. Yours sincerely, Steven Eagell Chief Executive Officer

No, they're not real leather

The leather is wear and tear, not covered unless extreme. As for the lamp assembly, that should be covered as the car is takumi. Having said that, most dealers have never operated at that level of service, and are negative, so in reality that won't be covered sad to say

Paul Dillon has now moved over to Volvo as a director from Lexus with the Marshall franchise. i think one of the main reasons for the overhaul of Lexus is that Marshall Motor Group is backed by the Constellation Automotive Group, the UK and Europe’s largest market-leading integrated digital car marketplace. The Group operates some of the most well-known brands in the automotive industry including WeBuyAnyCar, BCA and cinch of which i think are bad players and no doubt Lexus think that also?

Superb car, far better than cars of today with a very quiet hum from the engine when driving

Mine is the cream TAHARA and TERRANE KHAKI, which is rare

Just to let you know that the transfer of business from Marshall franchises to Steven Eagle Group has been completed. From tomorrow, you will now find that you will need to use the local Toyota dealers in many of the areas affected, as Lexus will have moved in this in turn will make the sites extremely busy, and I will report back on how the Lexus part of this changeover is affected by customer service once I get to see for myself if any improvement has been made

No bill but if you phone the AA they will confirm 🙂

3 years is correct bill with the AA MARSHALL FOR ME WAS VERY POOR AND NOT TO BE RECOMMENDED