Phone tree unnavigable; can't get a representative, and when you do they are not knowledgeable. Great car, horrible service.

Good car but worst financial services ever. They added extra fees after agreeing to fixed lease payments in writing. I called to request adjustment and they were completely unwilling to help. I will never buy another Lexus. read more

Resolution specialist Alberto was over talking me on the phone the entire time as I am asking a general question how long does it take a lien to release once the payment's been applied. He says he cannot tell me that info but also said it takes 10 days, I ask him 10 days from what day, which he also refuses to admit. I'm not happy with how I lost my cool but he took me from zero to 100. I do these bank calls quite literally every day for work and this one was just basic information which he did not even have the respect to give after we sent over $23,000 to them. If you would like to research the call, please contact me. I hung up with the Rep at 3:10 today. read more

This is literally a trash company and service. they hotline is hard to get through and their website has problems always, seems to prevent u from contacting them. If you have emergency, this is the worse financial service. Will never use them. read more

I have been a client of Lexus for the last 15 years. Every 3 years I was leasing a new Lexus LS460 and last 3 years Lexus LS500. Every time I surrender my vehicle at the end of the lease I had to wait for 60-90 days to get my security deposit back from Lexus financial. And every time it is same stores ( we are very backup, we don't have a supervisor to approve this refund, etc). Every time you called them it is the same answer, we will check and let you know when you can get your money back. Then you call back a week latter and it is all over again. Very unprofessional behavior. They always collect your refundable security deposit before you getting your car. But when it comes to return this deposit, it is always with great delays. read more

I am writing this review to share my experience with Lexus and specifically Lexus Financial Services. I purchased a Lexus in February 2024. The initial sales process went well as would be expected of a luxury vehicle. However, it quickly fell apart when I began dealing with Lexus Financial Service. I called multiple times requesting a copy of my vehicle title. Just a front copy. Each call, Lexus Financial Services refused to provide me with a copy. Every associate I talked with at Lexus Financial Services stuck with the same mantra. I do not own the vehicle, they refused to verify that my name was on the title, and in the same breath told me they had not received the title from my state of residence. I called Illinois Secatray of State who confirmed my name is on the title, I am the owner of the vehicle purchased, and that Lexus Financial Services has received the title. I want to point out that I received the vehicle registration from the Secretary of State's office within weeks of the purchase and am now writing this review two months after the purchase. It is more than reasonable to expect Lexus Financial Services to possess the title. I reached out to the dealership for assistance who advised there was little they could do. As this is occurring under Lexus's umbrella, and the dealership pushed Lexus Financial Services, I have growing concerns that all of Lexus's entities are not a trusted partner when conducting its business. I will let anyone who reviews this post come to their own conclusion if any of Lexus's entities can be a trusted partner. read more

The balance on the website, phone and app does not reflect the total amount due. I learned the hard way. After I thought I paid the car off, I was surprised to see an ongoing balance. I was told that I still owed about 60 bucks. I told them that I never knew or saw that amount via telephone or by app. The representative then stated it would have been best to go to their website as that gives the most up-to-date payment information. I reassured them that I also checked out the website and all three sources (app, phone, and website) had the same balance. The representative was not helpful and did nothing to accommodate. Lexus Finance is the worst. A Lexus is a nice car, but I would avoid going through Lexus finance---or avoid buying a Lexus altogether to avoid a headache. This lack of transparency is not good for consumers. read more

I decided to purchase my leased vehicle at the end of the lease period.. I was told by LFS customer care that there is no option for online payment and the only option I have is to send them a Cashier's check through mail (not sure how in the earth is that possible in 21st century). Anyway, I sent a cashier's check along with required documentations to LFS and they received those on 04/10/2024. I requested , constantly followed up and raised tickets with LFS customer care so that I get the title back by 04/30 as that was my registration expiration date. I was told that LFS processing time is 10 BDs (different operator told me 14 BDs) which can't be reduced at any cost and I was suggested to reach out to my local DMV to see what DMV can offer to extend my registration (option was, I have to pay registration fees 2 times... one for extending the registration before 04/30 and then again pay the registration fees when the title is moved to my name). I requested LFS to send me the title through expedited shipping and they said they will send it via regular USPS mail without tracking number unless I share my a/c number with UPS/FedEx (which I do not have). Finally, they sent the title on 04/26 (13th BD) through regular USPS mail and I received it on 05/01. Currently, I can't drive my car as the registration has already expired and I am scheduling an appointment with DMV. What a pity Lexus Financial Services... This is how a luxury car brand Lexus is dealing with it's customers. I will be extremely careful dealing with you next time and spread my loving experience with the world. read more

I would start by saying BUYER BEWARE!!! I would give this a zero start reviews if I was able to!! I have been a loyal Lexus owner for 20+ but have never leased before. This was my first lease and when I turned it in I disabled my checking account information knowing they owed me money back. Despite removing my account information several weeks later the money was withdrawn. This occurred in January and despite multiple phone calls still have no resolution to the over 800$ we are owed....The zero customer service and inability to get my money back is unacceptable....For 3 months I have been hearing "a check is in the mail" but clearly it's not. I was a loyal Lexus owner but no longer! Any company that would align themselves with scam artists I will no longer do business with...avoid at all costs!!!! read more

I paid off my lease on 6/7/2023 at the dealership because that's what Lexus Financial ("LF") finally told me is required in my state (after several LF representatives told me conflicting information). My dealership didn't send the payment until 6/15/2023. I have proof from the dealership that the payoff arrived, and was received by John, at LF on 6/16/2023. I've called everyday (except for one day), and the LF agents have been most unimpressive in that they give me inconsistent information and some of them have attitude. I do not understand how LF has not yet processed my payment and sent me title when I paid Lexus over 2 weeks ago. I should have title to the car by now, or the account should at least reflect payment received. It's incredibly frustrating. It should have been handled more efficiently and, at the very least, LF representatives should have consistent, accurate, detailed (as in, up-to-date) information to share with me. I would not recommend Lexus Financial to anyone. I have wasted so much of my time and still have zero resolution. read more