Disgusting service at LEXUS EMALAHLENI

As a Lexus client for over 2 years, I’ve become accustomed to the great service Lexus gives its clients. So the service I received at your Emalahleni branch on the 7th October 2019 has left me very shocked.

I called Lexus Emalahleni last week to make an appointment to service my car. During which I asked if I can be dropped off at work, I was then told that they may not be able to drop me off (with no address at hand so I’m not sure how this was decided) and that they may only be able to drop me off at the N4!?!?!? You can imagine my confusion- I drop off my car for service then I’m dropped off near the freeway...to do what? To hike to work? To walk? In an age where women are abducted and ****d daily I was being told I’ll be dropped off next to the freeway to find my way to work. I should have just cancelled my appointment then.

I get to the dealership at 7am as agreed, park my car and walk in and not queue (as told by service booking agent). I try to speak to service agents, none are available or prepared to assist me. I was told that someone would assist me upon arrival. At this stage I was wishing I had queued with the Toyota drivers because they are, at least, getting attended to. I speak to a lady inside the dealership, she too struggles to get me assisted. It’s now 20 minutes after my arrival and I’m yet to be assisted. Very unprofessional. Eventually the manager assists me. I had asked a colleague to collect me because of the N4 story. As I leave, I ask the manager that someone collect me in the afternoon, I’m asked how far I work?? Clearly to assess if they are willing to fetch me. No one even took my work address so I’m not sure if they will collect me.

Needless to say, I had to find my way back to the dealership to collect my car because I did get a follow up call from the manager nor his staff to get my collection address. Disgusting and appalling service!! If even the manager of a dealership does not care about customer service, this is a sign that the branch is an embarrassment. No wonder the staff is so unprofessional.

I got 2 calls from Lexus after this traumatic experience; one in response to my initial email to Lexus SA to complain, after sounding appalled by the service I received, I never heard anything back after that. The second was a follow up call to assess the service, I was promised the manager would call to apologize, this has not happened. The reality and truth is that I PAY for this service, this is not a favor or bonus, the reason Lexus cars are expensive is because the level of service is factored into the cost, hence I am even more upset.

What a joke this Lexus dealership is! what a disgrace to the brand. I am also disappointed in Lexus South Africa for not coming back to and giving feedback after speaking to said "manager". This manager is clearly the rotten apple that teaches his stuff to disrespect and ill treat customers. I AM NEVER RETURNING TO THIS BRANCH. Lexus, get rid of this rotten apple.