Lexus Financial Services
Reviews and Complaints
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Verified Reviewer |
Sharonville, Ohio
Poor customer service
- - On Oct 23, 2023, a male rep refused help due to proxy presence with my older mother.
- - I provided account number, VIN, and buyer’s name; no assistance.
I am writing to express my deep disappointment and frustration regarding the incredibly poor customer service I received during my call to your customer service line on October 23, 2023, between 2:44 PM and 3:00 PM (EST). The call was made on behalf of my elderly mother, who was seeking assistance with obtaining information on the remaining balance needed to pay off her vehicle due to the accrual of interest over time.
The call began when a male representative answered, and I promptly provided all the necessary information he requested, including the account number, VIN number, and the buyer's name.
Despite my willingness to cooperate and provide the required details, the representative refused to assist me simply because my mother was not physically present to validate my representation on her behalf. This experience was both frustrating and unreasonable, especially since it was not my first time calling on behalf of my mother.
I had previously called your customer service on her behalf, and the previous representative should have left a note in your system to indicate our situation. In fact, my phone number should already be recognized as one associated with my mother's account. Imagine the distress and inconvenience this situation would cause if your own parents were elderly or disabled and unable to communicate effectively.
It is deeply disheartening to be denied assistance solely because I cannot physically represent my own mother during the call.
I must also highlight that this was not my first negative experience with Lexus customer service. The first time I called, I was greeted by a female representative who, despite her official tone and appearance of competence, was unable to address our core issue, which was determining the remaining adjusted balance after canceling the insurance on my mother's vehicle.
I implore Lexus to reconsider and improve its customer service practices to ensure that such situations do not reoccur. It is crucial that customer service representatives are empathetic and understanding when dealing with situations involving elderly or disabled individuals and their proxies.
Please take immediate action to rectify this issue and provide us with the necessary information to pay off the vehicle.
I hope that my concerns will be taken seriously and that Lexus will work to enhance its customer service experience. Your assistance in this matter is greatly appreciated.
Cathy Kam
- Ambiguous fees and payments
Preferred solution: A prompt reply to our concern
User's recommendation: Keep track on your own finance - and reduce your reliance on such poor customer service
Columbia, Maryland
Your "two-step authentication process" for login is frustrating!
You send a six digit code which does NOT appear at the top of the screen which is open. So I have to switch screens to go to my email in order to retrieve the code .
. .but then I cannot return to the previously opened screen!!!
User's recommendation: I wouldn't recommend even trying to deal with Lexus Financial Services online process until they do a better job in making it consumer friendly!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerSPEAK TO AGENT PLEASE.
Checking on ? Double Payments for Nov 23.
Suppose to have AUTO DEDUCTIONS every month, but saw my due date was on the 23rd of Nov 23, which is a holiday and made a manual payment for the 21 of Nov 23. Realized later that my AUTO PAYMENT will be on 24 Nov 23 instead. Can 2nd payment be for 23 Dec 23 if it shows up?
Please let me know ASAP. Thank you.
Preferred solution: If 2 payments show up for Nov 23, can one be for Dec 23? Thanks.
New York, New York
Payment not posted
I paid 700.00 I call you tell me a credit of 700.00 was posted . The payment was not posted. I am pissed
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerTerrible Customer Experience
I paid off my lease on 6/7/2023 at the dealership because that's what Lexus Financial ("LF") finally told me is required in my state (after several LF representatives told me conflicting information). My dealership didn't send the payment until 6/15/2023.
I have proof from the dealership that the payoff arrived, and was received by John, at LF on 6/16/2023. I've called everyday (except for one day), and the LF agents have been most unimpressive in that they give me inconsistent information and some of them have attitude. I do not understand how LF has not yet processed my payment and sent me title when I paid Lexus over 2 weeks ago. I should have title to the car by now, or the account should at least reflect payment received.
It's incredibly frustrating. It should have been handled more efficiently and, at the very least, LF representatives should have consistent, accurate, detailed (as in, up-to-date) information to share with me.
I would not recommend Lexus Financial to anyone. I have wasted so much of my time and still have zero resolution.
Preferred solution: I would like this resolved, as in, I should have title for the vehicle I paid in full for weeks ago.
Just automated response
Wish to purchase car through Lexus financial and have been unable to contact a representative Please get in touch with me as I havent had much luck in reaching you
Preferred solution: Purchase carvpacket
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerNot good to service members!
So far all they done is lie to me and play me around like I’m some kid, they don’t communicate using emails and they don’t have an international phone number. Over all they’re the worst financial service
If youre a service member and you stay overseas I advise you dont use this service. I repeat dont use them.
Theyll make your life a living *** more than it already is. Ive been on the phone with them for over 1 month trying to get an approval letter to move my car overseas and each time I call they absolutely dont even know what theyre doing.
Even their supervisor had no clue on what to say or do. Worst financial service ever!!
- Non
- Bad to service members
Preferred solution: Apology
User's recommendation: Don’t use this service!!
Failure to follow customer request to return Certified check to customer.
Customer was completing a normal vehicle purchase at the end of the Lease.
Customer certified check was mailed to LFS as instructed by LFS.
Customer called multiple time to determine if check and purchase documents were received by LFS. "The initial set of documents" should be considered lost and customer will replace them including a second Certified Check.
After ten days, customer requested the original set of documents be consider lost in the mail.
Customer sent a "replacement set" of documents including a second certified check. The replacements were sent overnight by USPS and were received the next day, by LFS.
Customer Service complied the notes, but cashiering does not read the notes.
Essentially, the customer service personnel are very polite, but are ignored by cashiering, and Cashiering ignores the requests from customers. And the customer service personnel are prohibited from enabling a customer to speak to Cashiering Personnel.
I want my first check returned as requested multiple times.
User's recommendation: Don't waste your time talking to LFS Customer Service.
This all started back in October. I had a rate increase of my taxes
I sent in a check for $2.46 which to clear my bank. I then sent in payment online for $65.56 for personal property tax for the town that I live in in Missouri this was cleared on January 9 since this time Ive had $1.23 left on my account The $65.56 cleared my bank but theyre still showing I owe $1.23 I have called over 14 times I cannot get this issue resolved it is a simple fact that someone keyed in the wrong amount, Ive had customer service call me back and been nothing but rude This is not my fault. I do not owe this money and I cannot get anyone to help me.
- Are and confident and will not help me
Preferred solution: Full refund
User's recommendation: Please either retrain replace our fire. Who’s over over financial services with Lexus I cannot do their job.
I can’t call to make a payment the number is out of order or something how do o pay my bill
I called to make a payment and the number is disconnected or something no notification or email or phone call letting in the mail .. my bill is do tomorrow and I dont like to be late or wonder how I can reach someone to pay this bill its up to the business to keep me informed on any changes in there process on billing
- It was easy to pay my bills
- Number suddenly being disconnected
Preferred solution: How I can pay my bill without worrying Simple
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Verified ReviewerDissatisfied with the way LFS handled my lease buyout
Both the Lexus dealership and I contacted Lexus Financial Services several times to inform LFS that the vehicle I was leasing was being purchased at the end of the lease. LFS kept insisting they had not received a check from my bank for the lease buy-out purchase.
After getting many annoying calls saying I had to bring a check to the dealership, I called my bank branch manager who said a check for the full purchase price was sent to their billing Dept in Carol Stream IL. Apparently, the left hand of LFS financial services doesn't know what the right hand is doing.
Needless to say, I will never be using their financial services to lease or finance another Lexus vehicle
- Poor customer service
Preferred solution: None
User's recommendation: It’s very convenient to go through LFS to lease a Lexus vehicle, but you would be better off going through your own bank because it’s less expensive and the customer service and experience will be much better.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerVehicle payoff
Attempting to reduce the payoff amount for my Lexus. There was no one the answer my questions.
I would like to negotiate payoff amount. Thank you.
- Could not reach lfs contact
Preferred solution: Price reduction
Fort Collins, Colorado
Poor customer service
First off I never write bad reviews about anything or anyone until now. I just don't buy from that company again.
However, this time I'm little (okay a lot) upset at this multibillion dollar corporation. I leased a new 2017 RX350 for my wife a little over three years ago. She liked it so much she wanted another RX. So we decided to upgrade to the 2021 RX 450H luxury addition.
It came with a $64,000+ price tag. We were happy to upgrade and turn in the 2017. I just received an invoice from Lexus Financial Services for excessive wear and tear siting mismatched tires (False they are the same size and only had about 10K miles on them.), excessive mileage (358 at .25 per mile 89.50). I'm okay with that charge we did go over miles however seems very ticky-tac.
And then came the almost $1000 windshield they said they have to replace it even if it had been repaired it must be replaced. (it was a crack less than a half an inch.) I'm calling BS on this statement as we are in Colorado and I guarantee there are a lot of leased vehicles turned in with repaired cracks in the windshield and the customer doesn't receive a bill for a replacement. I told the representative the crack was repaired and apparently the repair had failed. Insurance would not have replaced it either as the crack less a dollar bill in length, they would have repaired it.
I was not told of the windshield issue when we turned the vehicle in, (to HM Brown and Associates) as I would have had it repaired prior to turning it in as it would not have cost anything through insurance. I was informed by another car professional they do not replace the windshield before they send it to auction they just post that information on the auction report and send through as is. If that is the case then they are steeling! If they are that desperate for cash I wonder what else they're doing to cut cost and or steel from customers that don't know any better.
The representative at Kuni Lexus (where the vehicle was returned to) took a picture of every little small ding scratch and filed a report stating all the information they found. (See pictures below and notice the ruler) The vehicle was used as daily driver there is going to be some wear and tear. We took very good care of the vehicle while it was under our care.
I explained to the representative we installed a clear bra (at my expense) to help protect the vehicle from rock chips, that didn't seem to matter.
I tried several times to try and get this resolved to no avail. Furthermore, I am strongly considering going to another manufacturer and replace the current RX and will never use or suggest to anyone to use Lexus/Toyota Financial Services.
User's recommendation: DO NOT PURCHASE WITH THIS COMPANY!!
Los Angeles, California
HORRIBLE CUSTOMER ADVOCACY AND SERVICE
I recently leased a vehicle w/ Lexus of Woodland Hills Ca. Horrible dealership.
Stay away! I brought the issues to LFS who agree the dealings were horrible yet they can do nothing about it because the dealership is a franchise. I/ve spent hours on the phone trying to rectify the situation to no avail. The dealership falsified the dates on my contract.
After 21 yrs w/LFS -Lexus no more! Brand change!
User's recommendation: stay away from Lexus and LFS. Try another brand. Mercedes, BMI, etc.
Rude represenitive
When you call Lexus financial and want to cancel your automatic billing it should be easy.The customer service representative was extremely rude.As a customer I should be treated nicely even if I am upset.
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You want to talk about a comment being subjective or not? I graduated in 1st class honor in linguistics.
And I can tell you that no comments are 100% 'neutral' - meaning your comment is also included and should be considered "subjective". This is a place where I am allowed to express my opinion and comments in - so if you don't like it - feel free to walk away.
Who are you talking to?