Tabitha M

Appalling Servicing Experience

I am not one to post negative reviews normally, as I think most people are just doing their best. The response we have just had from the Assistant Service Manager Kashif Karim, however, is so astonishing to me after the service we've had from Lexus Cambridge, that I feel somewhat out of options and am resorting to sharing my experience in the hope that it might prompt a better response from them. tl;dr version is that their customer service and reliability is astonishingly bad, certainly as far as the Service side of things is concerned (we've had nothing to do with their Sales) Here is the timeline and the response, for anyone interested in the details: 07/06/25 Car booked in for MOT and service on 13/06/25 09/06/25 Email received: appointment cancelled unilaterally by Lexus and rebooked for 26/06/25 26/06/25 Confirmation received that car is booked in 04/07/25 Health check report received 21/07/25 I call Lexus to ask why I haven’t received the MOT or service report 22/07/25 No update received; I call 8 times and finally email. Lexus calls back at 20:15. I ask for a courtesy car. 23/07/25 Call from Lexus with update and plan; no courtesy car provided. 24/07/25 I call to chase, explaining I’m leaving the country till September and won’t be able to collect the car if delayed further. 25/07/25 I call again and email to confirm our agreement: * I will collect car 26/07/25 before 12:30 * The following will have been done: * Service * Clean (not done as promised in previous years) * Key battery replaced (not done as promised) * Light and tyre fixed as per MOT failure 26/07/25 * I call twice to chase * I email to chase * Receive reply that car is about to be brought round * Later get missed call after the agreed deadline – car not cleaned 28/07/25 Car ready for collection, six weeks after originally booked in. I have already left for my holidays as warned. 24/09/25 I email Lexus to say I’ll collect car on 02/10. Lexus confirms this is “ideal” and car is ready. 02/10/25 * I call to double-check readiness. Lexus has no knowledge of arrangement. * Lexus says they’ll find the car and call back within 5–10 mins. * I call 20 mins later to chase; it’s now too late to collect. * 40 mins after first call Lexus says car is located but battery flat. * I ask Lexus to fix the battery and deliver to the garage I’d booked. * Assistant manager emails blaming me for delay and saying I must pay to recover vehicle; I reply attaching full timeline. * 17:55 email received: “Currently I will not be recovering the vehicle out on your behalf... on Monday I will respond back to yourself.” No apology or urgency. 02/10/25 My husband emails asking for contact of person responsible for licensing Lexus Cambridge – no response. 03/10/25 * I email assistant manager asking for manager’s details – no response. * Lexus posts public Google reply apologising and asking me to contact “feedback” to escalate; I email feedback – no response. 06/10/25 * My husband calls once asking to speak to deputy manager Kashif Karim. After repeated refusals he’s put through. * Kashif claims he hasn’t responded because the relevant person is “off sick”. * He refuses to connect my husband with the manager, saying the manager is “on an important Zoom call”. The car remains at the garage. I am still waiting for it to be in a fit state for me to collect it.