Lexus Hatfield Reviews Summary

Customer Service

Pros:

• "Unfailingly great customer service at Lexus Hatfield, including the welcome, the attention and the excellent performance of the team."
• "Dale served me on the day and he was very friendly, polite, informative and efficient in overall customer service level."
• "I always get great service from Dale, who is informative, friendly and helpful."
• "The customer service was so excellent that I thought that Dale from the service dept deserved special recognition."
• "The customer service I received this morning was the best I've ever experienced at a car dealership."
• "As ever the customer experience was excellent at Lexus Hatfield. Dale was extremely helpful and very professional throughout my visit."
• "I have been a customer of Lexus Hatfield since 2009 and am accustomed to the very high standard of care, service and attention to detail."

Cons:

• "Had a prebooked appointment. When we turned up nobody knew and didn't care."
• "This has led to repeated problems in actually reaching someone in the service dept at Hatfield."
• "Improvement needed generally for the phone service to the high standards they had before."
• "Really strange experience. For a brand with a world class reputation for customer services my experience at this branch was really odd."
• "During the inspection, I did not notice the dashboard was glued with superglue and the interior had superglue on in a very unaesthetic way."
• "I've been lied to 3 times when I asked during the purchase process that the car has only had 1 owner since new."
• "Most of the Lexus branches offer 8.4%Apr for used cars and this branch gave me for 8.9%Apr."

Staff Professionalism

Pros:

• "People such as Dale who is now my regular point of contact know the details of my particular vehicle and so are able to offer a more personalised service."
• "Bruce Lincoln provided his usual excellent and fast back-up in sourcing a new 12v battery."
• "Dale Morton has looked after our 2 Lexus motors for many years."
• "I highly recommend Pravin and the team at Lexus in Hatfield for anyone in the market for a new car."
• "Dale Morton helped us from start to finish with our car service today and answered all our questions made us feel very welcome."
• "Dale Morton has always displayed a high level of professionalism when dealing with me."
• "He consistently goes above and beyond to ensure all of my concerns are addressed."

Cons:

• "Would question their £500 service though if they forget things."
• "The coffee making machine looks well used and could do with a replacement."
• "Air conditioning not working, found out after buying the car."
• "Was given a call to say it's been done. Upon arriving I was told it £59 but I told them that it's showing £50 on their own website."
• "sadly the one element of the experience that didn't match the great experience from the sales guys was the flexibility and appreciation of customer loyalty on rates used which were against the poor customer both ways but one cannot have everything I suppose!!"
• "This transaction actually changed the way I see Lexus now - make sure you pay more attention and not be driven by the trust."
• "However its still been the worth the wait."

Facility and Comfort

Pros:

• "Allowed me to work from the showroom while I waited for my car and the coffee was too good to pass up."
• "Magazines, drinks and snacks supplied for the kids who were waiting which as a parent is a huge pressure offloaded."
• "I chose to wait at the showroom which is pleasant with amply refreshment."
• "Lovely quiet, clean showroom - I was seated in a comfortable area with all the drinks & snacks to help myself to."
• "The lounge is comfortable but you do not have to sit there very long before being attended."
• "The receptionist was so accommodating, clean restroom, the lobby is well organise no clutters."
• "Providing a quite and comfortable place to work during the period was far beyond expectation."

Cons:

• "The car looks and feels brand new."
• "They still drive as they did when they came out of the showroom (combined 170K miles ago!)."
• "Lexus Hatfield themselves have excellent service and great coffee too!!! Extremely welcoming."
• "My car was spotless as it had been cleaned and valet in the highest expectation."
• "The car was also cleaned to near immaculate level."
• "Car received back on time as promised, valeted as well."
• "they went the extra mile with polishing my car where there were some scratches."