Lexus Hull

My RX450h was stolen after owning it for just 7 months. I wanted an exact replacement and found it online at Lexus Hull - 180 miles away. Due to the distance involved and the fact that I had no car in which to travel, I purchased the car after viewing a video. This would be the 4th preowned RX I had purchased from a Lexus dealer in 15 years. Based on my previous experience and my trust in the Lexus brand, I had no hesitation in purchasing the car without viewing in person - big mistake. This is a very condensed overview : The car was delivered by a third party and was covered in tree sap with a layer of dirt on top. I had the car washed but the tree sap remained- it had to be chemically removed. Now clean, it reveals that the bonnet and front bumper are peppered with iro 60 stone chips. If the car had been delivered clean and I was able to see the condition of the paintwork, I would have rejected it. Lexus Hulls' solution was to send me a touch up pen - I declined and said it needed a respray. They refused but organised for my local Lexus dealership to repair the stone chips - they did a truly shocking job with large blobs of paint put onto (a selection) of small chips. I emailed Lexus Hull with photos who then washed their hands of me, saying there was nothing more they could do. I wrote to Head Office complaining and a suddenly a respray was offered. However, Lexus Hull then refused to supply me with a courtesy car for the 3-4 days I would be without my car. Yet again I had to contact Head Office and a courtesy car was provided. 4 months after delivery, the bonnet and bumper were resprayed and the car finally looks at it should have done, when delivered. It was a terrible experience having my RX stolen. Having been a loyal Lexus customer for the past 15 years, I did not anticipate buying a replacement car from Lexus Hull, to also be a terrible experience.

Travelled down from Scotland after being assured of its condition. It took until day before arriving that the car was Lexus Approved and there would be breakdown cover etc attached . Car had 150 point check that highlighted faults but was advised faults were fixed or would be “ok”. Upon arrival car indicator full of water and had been “missed” , no paperwork for breakdown cover but a telephone number supplied that turned out to be wrong. Once home car booked into dealership as no windscreen washer fluid getting through to screen , this had been noted as a choked jet on 150 check but dealership confirmed faulty pump that had been opened but not replaced. Windscreen wipers hadn’t been changed but had been noted on 150 check . Car was put out without getting repairs it should have had before being handed over , had to drive for 2 weeks without screen wash . Further faults now on car and after contacting warranty number advised it was RAC warranty line , Lexus have now confirmed my warranty and dealership now assisting but as of yet not repaired . Lexus customer service was expected not back street garage

Car in for a medium service so we chose to get a lift to/from the centre of Hull rather than wait or take a courtesy car. We had a nice mooch around Hull and were called and picked up and taken back to the dealership where the service work had been done and the car had been cleaned inside and out. As always very pleased with the service work which was all explained including a note on the tyre depths.

As it was a recall of the passenger airbag, there were no fees paid by me, but they still gave me first class service and attention.

A business operated on the basis that the customer is both valued and important and nothing seems to be too much trouble for the staff - both sales and service

This is the best Lexus garage that I have dealt with. The garage and staff provide a first class service leaving you feel a valued customer.