Jules H

Lexus Hull - terrible dealership

My RX450h was by relay theft, 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.