COVID-19 (CORONAVIRUS) UPDATE

Given the rapidly developing situation with the COVID-19 virus Lexus UK would like to update you on the situation with our dealer network, and with regard to servicing or repair work you may need on your vehicles.

Our priority remains ensuring the well-being of customers, staff and partners during these challenging times.

Whilst we will continue to do all we can to meet the mobility needs of emergency and NHS workers, the effects of the increased countermeasures of the virus will inevitably have an effect on our operations.

All Lexus new and used car sales facilities will be closed but most remain contactable to discuss your motoring needs.

The majority of our workshops remain contactable to provide support in situations where a vehicle is off the road and requires an emergency repair. The Lexus network will do their upmost to ensure that emergency and critical workers, as well as NHS staff, are kept mobile should they find themselves in this situation.

If you are an emergency or NHS worker, contact your local centre by phone or email in the first instance.
or our UK customer service team by email or webchat.
Members of Lexus Roadside Assistance can call for all breakdown and roadside assistance, using the phone number: 0800 246 866
Routine Servicing, MOT and Vehicle Warranty


If you are concerned about your vehicle’s routine servicing, please do not worry. Lexus would like to reassure you that for the foreseeable future we intend to take a flexible and sympathetic approach to any service schedule or warranty issues.
From 30th March, owners of eligible vehicles will be granted a 6-month exemption from MOT testing. You can find more information on the government website. https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020
Extension of Roadside assistance for Key workers


From 3rd April 2020, Lexus is extending the full benefits of roadside assistance cover to all key workers who own a Lexus. Working in partnership with the AA, we are providing the cover regardless of whether you have previously had Lexus Roadside Assistance membership.

The free cover is being introduced as an open-ended benefit, available until further notice, for all Lexus vehicles, of any age.
Further details of the comprehensive cover available under the Lexus roadside assistance programme, including terms and conditions, can be found here:
www.lexus.co.uk/owners/roadside-assistance
How to obtain assistance


If assistance is required, the vehicle driver should call the Lexus Roadside Assistance Team. Lexus: 0800 246 866

Who qualifies as a key worker?

Health and social care: Frontline health and social care staff, such as doctors, nurses, midwives and paramedics, as well as support and specialist staff in the health and social care sector. It also includes those working in supply chains, including producers and distributors of medicines and personal protective equipment.

Education and childcare: Nursery and teaching staff and social workers.

Public services: Those whose work is required to run the justice system, religious staff, those responsible for managing the deceased and journalists providing public service broadcasting.

Local and national government: Administrative occupations essential to the effective delivery of the Covid-19 response, or delivery of essential public services, including benefits payment.

Food and essential goods: Those involved in the production, processing, distribution, sale and delivery of food.

Public safety and national security: Police, support staff, Ministry of Defence civilian staff and armed services personnel, fire and rescue staff and those responsible for border security, prisons and probation.

Transport: Those who keep air, water, road and rail passenger and freight transport operating during the Covid-19 response.

Utilities, communications and financial services: Staff required to keep oil, gas, electricity, water and sewerage operations running. Staff in the civil nuclear, chemical and telecommunications sectors and those working in postal and essential financial services.

YOU MAY ALSO FIND THIS INFORMATION USEFUL

  • I HAVE A QUESTION ON MY LEXUS FINANCE AGREEMENT AND PAYMENTS

    We are aware that many of you may have concerns and questions you may wish to discuss with us.

    As a result, our Customer Experience team is receiving unparalleled demand at present. So, we ask you to call only if your query is urgent. This will allow us to prioritise our most vulnerable customers.

    If you believe you need help from us, please access our self-service questionnaire.

    These are very challenging times and we do ask for your help and patience as we work to deal with everyone’s queries. Should you need our assistance, we will work with you to assess your individual requirements and tailor a solution for the future. We will be in touch with all our customers with a request and requirements form to be completed and returned to us if payment arrangement is required.

    As an alternative to calling, we would ask you to contact us by email. Please only contact us if you consider your case to be urgent at this time, and we will endeavour to respond to you within 7 days.

    customeroutcomes@uk.lexus-fs.com

  • MY NEXT SERVICE IS DUE WHAT HAPPENS IF I DELAY?

    We are currently unable to carry out routine services or make online service bookings.

    If your car is due a service during this time, please do not worry. Lexus would like to reassure you that for the foreseeable future we intend to take a flexible and sympathetic approach to any service schedule or warranty issues.

    Most of our workshops remain contactable to provide support for emergency workers and NHS staff if their vehicle is off the road or requires emergency repair. Contact your local centre by phone or email in the first instance.

    FIND A DEALER

    or our UK customer service team 0344 701 6202

    or email CR@lexus.co.uk

    Due to social distancing measures both Lexus UK and our Lexus Centres are working with reduced teams. This may mean a delay in our response to you so please bear with us during this time.

  • MY CAR HAS A SAFETY RECALL – WHAT DO I DO?

    During this time, we are experiencing restricted parts supply so we are prioritising parts for emergency and NHS workers if their vehicle is off the road or requires emergency repair.

    Many recall repairs are precautionary and you may be still OK to drive your vehicle. In the first instance, please contact your local centre so they can confirm the status of your vehicle. They will not be able to provide you with a repair date at this stage, but we are reviewing the situation regularly and we will update you when we have more information.

    Our centres will endeavour to respond to customer enquiries but due to social distancing measures both Lexus UK and our Lexus centres are working with reduced teams. This may mean a delay in our response to you so please bear with us during this time.

  • NEW CAR SALES

    All Lexus new and used car showrooms are closed but remain contactable to discuss your motoring needs. Our website remains fully operational.

    Most of our workshops remain contactable to provide support for emergency and NHS workers, if their vehicle is off the road or requires emergency repair.

  • VEHICLE ARRIVAL

    Due to the on-going Coronavirus outbreak, we have had to cease production at a number of our manufacturing facilities globally in the interest of the health and well-being of our employees. At this stage, we cannot confirm when production will resume or when your car will be delivered. This is not a decision we have taken lightly, and we are very sorry for any inconvenience or disappointment caused. Please be assured that your Lexus centre will contact you when normal business operations resume.

  • IF I AM NOT DRIVING MY CAR HOW DO I STOP THE BATTERY FROM GOING FLAT?

    For conventional petrol cars if you have a 12V battery trickle charger then this is going to be the best option to keep the battery fully charged whilst the vehicle is stationary for a period of time. Solar panel chargers are an alternative option. Starting up your hybrid vehicle once or twice a week for approx. 60 minutes will help recharge the battery level. If you have a conventional petrol engine then 20 minutes twice a week will help recharge the battery.

    For Hybrid vehicles’ 12V auxiliary batteries, as they are considerably smaller than those in conventional vehicles you do not need to start the engine but put in to ready mode for 1 hour once or twice a week to keep the 12V battery topped up.