I am extremely disappointed with the customer care that was received from Lexus Bolton today. I was driving my car last night and suddenly all lights and messages came on, so I called Lexus today to get it checked out and I was informed that I will need a new hybrid battery. My car was originally bought from Lexus Bolton with full Lexus service history which I carried on keeping up, even a slight dent was done by RRG Lexus approved garage. I was expecting the hybrid issue was covered by warranty because it is supposed to be covered up to 15 years if it’s serviced at the dealership. However Lexus Bolton has told me it is not covered because it has failed the hybrid check in July where it went back to Lexus with a warning light on, stating the hybrid filter and fan were blocked. I had to pay Lexus Bolton to have it cleaned and it came back with no faults on the dash however I was told to go back anytime and they will issue me a hybrid health pass certificate. As I am so busy and time has gone on, the warning lights came up again yesterday and the hybrid battery failed. I never had any reminder from Lexus to go back in at any point except from asking me for feedback. I only ever get contacted by Lexus because my service plan is due for renewal or it’s time to service the car which means spending £££. Lexus is supposed to know the vehicle inside out but I don’t know why the hybrid fan/ filter was never cleaned throughout its life and I had to pay Lexus Bolton to get it cleaned, they said because this doesn’t happen often and it only happens to taxis but my car isn’t a taxi🤷🏻‍♂️. It’s sounds like they make it up as they go. I got so annoyed so I spoke to external company for a second opinion where they have qualified hybrid battery level 4 technicians which I was told that it’s quite likely the hybrid battery failed early because it had overheated when the filter was blocked but at the time I was told by Lexus that it was fine to drive it until it was due in the following week plus they confirmed it wouldn’t have any issues. Lexus Bolton always states they pride for their customer service but when problem came up they don’t seem to be denying warranty liability and just want me to spend £2800 to rectify the issue. Before all this every time after I visited the centre they always remember just to call me to get feedback off me and I was even told by the service staff several times, when the survey comes, on a scale out of 10, 8 is not good enough and he will be phoning whoever that gives an 8 to ask why, and a 9 is just satisfactory. I need a 10 🤷🏻‍♂️ To me that just sounds a bit intimidating. And now Lexus won’t honour the warranty or contribute towards the repair. I would urge anyone considering keeping your car full dealer service history with them, I would highly recommend you think twice. I would like to say I have recommended several friends and family to buy from the RRG group and now that I am so disappointed that I am going to get all my friends and family not to buy or use the service or plans supplied from the group again and I also plan to get my service plan withdrawn and go elsewhere. People might think it’s because I have to pay £2800, I would like to say I have the funds and can afford the repair but thats not the point. Irresponsible! 😮‍💨 I will also inform Toyota Lexus GB to make their aware what reputation these are leaving them. Very unhappy.

During our many years with Lexus Bolton Gail’s reception has always been warm and welcoming. On every occasion, she is happy to help and nothing is a problem to her. She generously supplies us with more than enough coffee and biscuits. Gail is very good at her job. Thank you for all your help.

Feeling really let down by Lexus Bolton, I have recently purchased an NX from them. No hard sales and easy purchase as it was the car I wanted. However we was unable to test drive it when we saw it due to a family commitment. The salesman at this point did offer to drive the car over to Stockport for me to drive in a familiar area, however due to work commitments I couldn't manage this and wanted my husband to be present for the drive also. We left a deposit and returned the following week to sign the papers and test drive it. Our salesman was busy so we stood and waited. No one else asked if they could help or get drink ect ( total contrast to the professional service at Stockport who couldn't do enough for you and were amazing, but just sadly didn't have the car I wanted). Our salesman came over and we signed for the car, we asked for the test drive, but was told it was to busy and there was no one available to take us out. We left disappointed but it was one of those things and I had driven a different NX so assumed it would be no different. During the course of the week I contacted Lexus regarding payment and delivery, I spoke to a lovely lady, who advised me I would get a call back. This didn't come until I had to ask my husband to phone. Due to the salesman being off and wanting to hand over the car we couldn't collect from Lexus as I had hoped and so arranged for him to deliver it to me. On the day of delivery I again rang and left a voicemail for him to ring me and confirm the payment had been recieved and delivery time, again no reply came. From an earlier conversation I was expecting the car around 3pm and waited in. At 3.20 I recieved a call to ask me to sort tax out for the car and they had been busy so were leaving soon. As the days are short and it would be getting dark by the time it arrived, I said I wasn't happy. The reply was that I could collect from lexus on Saturday at 9.30am or wait until Monday. As I had been without a car all week already I was keen to recieve my new one. My husband spoke to the salesman and he arrived at 4.30 with the car. Let's just say it wasn't an exciting, pleasant exchange as collecting a new car should be. I phoned Lexus to complain and spoke with a lovely helpful man. The manager phoned me back and was most helpful, he promised the manager working today would call me before 12, to address the issues, as yet I have not recieved this call(it's 14.00hours now). Be wary once you have purchased your car, other potential customers take priority over you and its like you don't matter to them. I am so disappointed. My husband purchased a Lexus from Stockport and had an amazing very different experience. Bolton I think you could learn alot from Stockport. I am now sorry and wishing I had purchased the car from Stockport even though it didn't have the spec I wanted. I feel totally undervalued and let down. The communication is dreadful and has totally ruined my experience.

The initial start to getting the right car at the right price threw up an issue very early on. This was quickly resolved by Laura, she didn't fall at the first hurdle (or any hurdle for that matter). I felt confident with her leading me through my first PCP as there were a lot of questions from me. She came back to me promptly and literally went the extra mile to deliver the car to me as well. I think others could learn from her example.

They advertised a vehicle at a certain price not only on their individual but group and 3rd party websites / search engines. I reserved the vehicle at the price quoted and went to view. The vehicle was shown with a hat and tissue on the passenger seat and used water bottles in the rear. I was informed error on the price, car not available at advertised price, but offered alternatives at other prices. Still waiting for feedback from management

We had seen a Lexus RX450h sport and it was just what we were looking for. We traveled from Lincoln to Bolton to view it and it was just what we were looking for. It had only come in a couple of days earlier so hadn’t really been prepared for the forecourt. We were met by Alex, what a amazing young man. He was so helpful, cheerful and nothing was too much trouble. There were just one or two little marks we were not too sure about. He said they would all go once it had been valeted, even to prove it on some scratches. We went back today to pick it up and true to his word we are very happy with the results. Again nothing was too much trouble for Alex from taking us into Bolton after a banking mix up to helping with the insurance and tax. It was all done with a happy smiling face, so if you want to buy a Lexus go to Lexus Bolton and ask for Alex. We are just driving home thrilled with our purchase and the service we have had

We've been to so many dealership but the customer service at Lexus Bolton (especially by John Farrington, Chris Eastwood) is just amazing and unbeatable. They mad us feel very welcomed and help us trade in our old car for the new one with no problems whatsoever. I'd highly recommend Lexus Bolton if you are looking for a world class customer service. Thanks John & Chris

I bought a RX450h from Lexus Bolton a few weeks ago. I dealt with John Farrington, who's patience and customer skills are amazing, and managed to find the right car for me at the right price. Being a mechanic by trade, and passionate about cars, I flagged up a couple of minor issues within weeks and my expectations have been exceeded, credit to Darren Manning (aftersales manager) who arranged for brand new manufacturer parts to be installed on the vehicle. A brilliant experience top to bottom, an amazing team and a true credit to the brand! I wouldn't go shopping anywhere else from now on, thank you for all your hard work. Just waiting for my wife to get her driving licence and I'll see you soon for a new purchase!