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

Pleased with the service with my Lexus even if you lost the service book on the last service and left a lip dispenser in the back seat that caused my Girlfriend to ask a question.Debbie has just got a new black Toyota CHR from CHARLES HURST DUNDONALD and I get to Drive it as I am on her insurance.When you got me a replacement service book you stated there wasn't all service places filled in AND that's because it has only 20,000 miles on the six year car.You can see from the photos that I look after the car and was going to ''THE EVENT'' to see what the trade in value was if I got a new car from you but alas that window is closed.There is no complaint.

I didn't make it to your event because the road there was blocked with tractors etc protesting about the price of petrol.

Poor from start to finish and I have bought 7 Lexus from this garage

I brought my car (CF18 KBJ) to Charles Hurst for diagnosis on the 17th of March. I was called on the day of diagnosis to come and collect the car so I did. I did not hear back from anyone until I reached out a few weeks later. I was informed over the phone recently after I reached out that I have now to bring my car back in so that photos can be taken of the pressure and fixing plate. I am basically being told by the warranty company that it is my fault these photos have not been taken. Why were the photos of the clutch not taken during the diagnosis if it was known what was at fault with the car?I had not received one email or call since I left my car on the 17th of March until I reached out a few weeks later, which is when I was informed over the phone that the car was to be brought back in for photos. I asked for it to be sent in writing and didn't receive anything. I am at a loss, the car is now off the road and has been for some while back now. I have a premium level warranty that no one seems to be able to tell me anything about and I am now being blamed for using the car when I shouldn't have been. It has been nothing short of a disgrace. I would like someone to forward me on any correspondence that has apparently been sent to me in writing from the Lexus service team.

I bought a Lexus approved vehicle at the end of March spending over £47k. Within the first three weeks of driving I had to jump start it three times. Having understood that the Lexus app does not monitor the 12V battery I purchased a bluetooth battery monitor to alert me to the problem until I could get to the Lexus garage. Being nervous of parking it anywhere other than at home I drove my other car and called into Lexus Belfast on Monday and explained the issue. The service manager agreed to order a new battery which he said would arrive between 11am and 1pm the next day and I agreed to jump start the car again and drive it directly to Lexus for 1pm on Tuesday. In order to do this I had to cancel my Tuesday morning shift.I had been able to share with the service manager the data on the battery which by now was falling to 3V overnight.I waited for the car for 2 hours only to find that in fact it was only looked at after 3pm. When it was I was told that there didn't appear to be a battery fault and it wouldn't be replaced under warranty and I would have to drive the car home to Ballymena and bring it back again another day by which time Lexus would have been asked to cover the cost under "goodwill". I believe that having spent over £47k on a car it is reasonable to expect to be able to drive it without needing to jump start it and so I said that I would not be taking the car home in its current state and either I needed a lift or a courtesy car. I was told that neither was available. I was also told that I should have had the car at the garage for 8.30am! I feel that it is both discourteous and shockingly bad customer service to expect me to accept that I should spend another day and the fuel on two more journeys from Ballymena to Belfast to return the car again to Lexus never mind the fact that I couldn't risk driving the car anywhere in the meantime. It was also suggested that the bluetooth battery monitor could be responsible for the problem even though it was fitted only three days earlier and it is factually impossible. Eventually I was begrudgingly told that the battery would be replaced and that " sales could pay for it". It is not my problem who pays for it and I was made to feel that I was being unreasonable. The battery monitor was not returned to me.I have only just returned to Lexus after driving Volvo for 12 years and I am appalled to think that this is how Lexus treat their customers. I have an entirely reasonable expectation that a Lexus approved car will be able to be started reliably without jump leads and that having presented it back at the garage I would not be treated as someone making an unreasonable request.

Helpful, knowledgeable and polite

Dear Sir/Madam,I am writing to formally raise a complaint regarding the diagnostic and repair work carried out on my vehicle.I presented the vehicle with a significant fault affecting braking/driving performance, including warning lights and resistance consistent with braking issues. I paid for a diagnostic service on the understanding that the root cause would be identified and addressed.However:- The underlying issue was not identified- I was charged for a rear calibration/reset, which merely cleared warning lights- The mechanical fault remained unresolved- The vehicle was returned in a potentially unsafe conditionFollowing this, an independent inspection has confirmed that the actual issue is a mechanical defect involving the wheel assembly, specifically a failing wheel bearing (partially detached). This is a fundamental safety issue that should reasonably have been identified during your inspection.Your service therefore failed to:- Exercise reasonable care and skill (Consumer Rights Act 2015)- Correctly diagnose the fault- Provide a service that resolves the reported issueAs a result, I have incurred:- The cost of your ineffective diagnostic work- Additional costs for further inspection and repair- Loss of use and inconvenienceI am seeking:1. A full refund of the diagnostic and calibration charges2. A written explanation as to why the mechanical fault was not identified3. Confirmation of your position within 14 daysIf I do not receive a satisfactory response, I will proceed with:- A chargeback claim via my bank- A complaint to Trading Standards- Legal action through the Small Claims Court without further noticeThis letter is sent in accordance with the Pre-Action Protocol.I look forward to your prompt response.

I was checking my service history on the Lexus link app. It was serviced on 20th December 2024 at a milage of 14,034. On the same day the hybrid check was at 7484 miles. Where did the 7000 miles go. As you can understand this is a concern as my car may have more milage than it was sold to me.