Visited Hatfield Lexus to primarily compare LBX model with other small SUVs. Colin managed to fit me in on Saturday morning. Greeted warmly when trying to find a parking spot and again on entering showroom which was dressed up as a special event weekend; offered refreshments. Barely sat down before meeting a cheery Colin who took us to a side meeting area where he asked and listened to what I wanted to do - and in what order. He took details professionally and briefly and concisely explained layout of controls in the vehicle before sending us on our way to test drive the LBX by ourselves. We were disappointed that there was so little room for passengers in the rear seat. As I had already intimated that I wanted to look at an NX model, Colin arranged for me to test drive a Sport 450h model: I felt cosseted behind the wheel; it felt no bigger than our Kuga. Super quiet and able to quietly chat with wife/passenger in back seat - who thought it more roomy than the Kuga. Again Colin waiting to greet us on our return: he quickly assessed that we were impressed - he explained the benefits of taking the finance option even though I had said I was a cash buyer; he explained how it could be closed after 2 months paying off the loan in full. After coming back with an even better offer and the fact that the right spec car would be arriving later that week, he asked if we wanted a few minutes to consider. I agreed that the vehicle and price was acceptable and I would be happy to continue with a midsize SUV - deposit paid and contract signed! Only downside of the experience was that another customer had blocked me in - it took 5/10 minutes before I was able to be released by moving another vehicle.

I've been lied to 3 times when I asked during the purchase process that the car has only had 1 owner since new, but after I purchased the car and received the certificate, I've noticed the number of previous owners was 2. Lexus stated this will not affect the price of the car. I disagree Air conditioning not working, found out after buying the car. I've been told the car had all of the checks completed(161 in total) and although the air conditioning was on the list, it was not working. This makes me question again the honesty of the Lexus team and checks. 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 have been told by Lexus that this is "definitely falls under the parameters of what we deem as acceptable" - again, superglue on the dashboard. During the stage that I have addressed the various issues to the dealer, I've been told that he will arrange and book something in to fix them. Days later been told that nothing will take place. This has happened twice. Very misleading and mixed messages. I am quite surprised on how I was being 'played' by this dealership as I genuinely felt like this. This transaction actually changed the way I see Lexus now - make sure you pay more attention and not be driven by the trust. I am also surprised of what Lexus calls acceptable for an used approved Luxury car car. But lesson learned.