Lexus Financial Services

I bought a LEXUS 2022 NX 450 H Plug-In, and in July 2023 I received a letter from Lexus for a recall, saying it is dangerous to drive your car as the electric battery can cause a short circuit causing vehicle fire, and wait for the remedy, call us by October, at the beginning of October 2023 I called them, they told me we will open a case, and we will resolve your problem within 45 business days, since then I did not have a single decent communication to inform me of my situation, how it will be resolved, called a hundred times, the answer is always we will call you back, cannot connect with my case manger and today after 6 ms my car is in the garage, I called them they told me the higher manager said that we will answer you after 45 business days again, unbelievable that a big corporate like that, selling expensive cars to customers and that is the way that they solve their problems.

Continues: 2 that were incomplete and not notarized from your College Station office. The most recent discussion assured me I receive a complete notarized document on Wednesday, Feb 21.

When I called to confirm, the doc had not even been processed and now Im told Ill get it Feb 23. I asked for a email copy today so I can be sure its complete and was told that the notarization does not show on an email. I said send it anyway and I was told that could not be guaranteed. Your people either dont care or are incompetent.

Neither is an acceptable position. I have bought 5 cars from youno more. Your handling of a simple request is ridiculous. If I can find the right consumer protection agency, they will hear from me.

I may even go on TV. Your incompetence will not go unreported

The balance on the website, phone and app does not reflect the total amount due. I learned the hard way.

After I thought I paid the car off, I was surprised to see an ongoing balance. I was told that I still owed about 60 bucks. I told them that I never knew or saw that amount via telephone or by app. The representative then stated it would have been best to go to their website as that gives the most up-to-date payment information.

I reassured them that I also checked out the website and all three sources (app, phone, and website) had the same balance. The representative was not helpful and did nothing to accommodate. Lexus Finance is the worst.

A Lexus is a nice car, but I would avoid going through Lexus finance---or avoid buying a Lexus altogether to avoid a headache. This lack of transparency is not good for consumers.

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

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.