Steve J

Am I just unlucky?

I’ve enjoyed great customer service from Lexus Derby since 2012 until February this year when my experience turned unsatisfactory. Two of my most recent company cars (Lexus) were purchased and maintained from Derby and I was very well looked after for 6 years until I came out of my company’s car policy and purchased my own Lexus NX Premier from Lexus Hatfield (who had an example matching my desired spec). I live and work close to Derby so continued using them for servicing etc and set up a service plan. 1st service, no health check video received and oil clearly not changed. This was carried out after I complained. An oil sample was taken for analysis but no outcome was received. More recently, I enquired about SMART repairs after receiving an email offering the service. I enquired 3 times over 2 weeks and did not receive a response. Called again today to be told we don’t actually offer a SMART repair service! This is sadly not the Lexus experience I’m used to!