The staff were greta helpfulPolite and answered all questions the production test drive was lovely for city driving but lacked pinch on the motorway

Had a waiting appointment at 8.30am car went to the workshop at 10.30am returned at 11.30 had to wait until 12.50 on the paperwork so I could pay the service as a returning customer that was the longest I have had to wait.

Brilliant

Dear Lookers Vehicle Complaints Team,I am writing to raise a formal complaint regarding a vehicle recently purchased from Lexus Belfast.The vehicle was purchased for £19,600 and collected only six days ago. Shortly after collection, we discovered evidence suggesting that a significant amount of bodywork had been repaired and repainted. Upon raising our concerns with Lexus Belfast, the dealership investigated and subsequently confirmed that Carsmetic had carried out repairs to the vehicle prior to sale.We have since established that the following panels have been repainted:• Front passenger wing• Front passenger door• Rear passenger door• Front bumper• Rear bumper (disputed by the dealership but supported by our findings)Independent paint depth measurements taken across the vehicle indicate substantially elevated paint readings on a number of passenger-side panels. Whilst original factory paint readings would typically be expected to fall within approximately 100–200 microns, we recorded readings as high as 380–400 microns on several panels (see pictures attached for reference).Such readings are consistent with significant refinishing work having been carried out and may indicate the application of filler and/or multiple layers of paint during previous repairs. These readings are substantially above what would ordinarily be expected from factory paint and support the conclusion that extensive bodyshop work has been undertaken on multiple areas of the vehicle.While Lexus Belfast has only acknowledged repainting of the front passenger wing, front passenger door and rear passenger door, we believe the rear bumper has also been repainted. This is supported by the fact that a diffuser retaining clip was found to be broken, indicating that the bumper had previously been removed.We also understand that the front bumper had been repainted prior to the dealership’s involvement and do not suggest that this repair was carried out by Lexus Belfast. However, it remains part of the overall repair history of the vehicle and further contributes to the extent of refinishing work identified across multiple panels.We appreciate that used vehicles may undergo cosmetic repairs during their lifetime. However, we do not consider the repainting of multiple panels, together with paint depth readings approaching 400 microns, to be an insignificant matter. This information was not disclosed to us prior to purchase.Had we been informed that multiple panels had undergone significant bodyshop repair and refinishing work prior to sale, we would not have proceeded with the purchase at the agreed price and would have reassessed whether to proceed at all. The issue is not that we expected a used vehicle to be perfect. The issue is that information which was material to our purchasing decision was not disclosed.During discussions with the dealership, the manager’s position was that the repairs formed part of vehicle preparation and did not require disclosure. We were also informed that the dealership does not inspect paintwork history. We struggle to reconcile this position with the fact that repairs were commissioned and carried out prior to sale.In addition to the undisclosed paintwork, we identified a number of further concerns regarding the vehicle’s condition and preparation. These included scratches and cosmetic defects that remained visible despite the vehicle having undergone preparation prior to handover. We also queried a ceramic coating package which had been paid for before sale, as the condition of the paintwork did not appear consistent with our expectations of a professionally prepared and ceramic-coated vehicle (see pictures attached for reference).We also note that prior to purchase we were informed that Lexus Belfast would service the vehicle, prepare it to Lexus standards and arrange the Lexus warranty. Whilst we have subsequently been informed that service history records are maintained digitally, we have not been provided with any documentation evidencing the promised pre-delivery service, vehicle health check, warranty inspection or warranty activation. We have therefore requested copies of all service, inspection and warranty records relating to the vehicle’s preparation prior to sale.The only resolution offered by Lexus Belfast was to further polish the vehicle and repaint any panels with which we were dissatisfied. We do not accept this proposal. Our concern is not the cosmetic finish of the paintwork itself, but the undisclosed extent of the repairs that had already been carried out before the vehicle was sold.As a result, we have lost confidence in the vehicle and have returned it to Lexus Belfast. The vehicle and keys were left with the dealership and we made it clear that we do not wish to proceed on the basis proposed by the dealership.We chose to purchase from a main Lexus dealer specifically because we expected a higher level of transparency, preparation and customer care. The handling of this matter has fallen significantly short of those expectations.We are seeking a resolution directly with Lookers and would welcome urgent intervention from your customer relations team before we consider taking the matter further.Please confirm receipt of this complaint and advise what steps Lookers intends to take to resolve the matter.Yours faithfully,Bartlomiej Maciaszek50 Ayrshire Avenue, BT28 2WF, Lisburn, Northern Ireland07793 088608Registration plate of vehicle in question: GU69CBY

knowledgeable and friendly salesman

The gentleman to whom I spoke was very informative and couldn’t have done more to explain the various options

My enquiry was dealt with extremely quickly

Helpful prompt service

Told lies by your sales team very disappointing after buying 7 Lexus cars from your dealership

Great communication. Service was as expected and staff friendly and helpful