Important COVID-19 Information
As the global Coronavirus (COVID-19) pandemic continues to change on an almost daily basis, I wanted to restate Lexus’s support for the New Zealand government’s decision to proceed to a level 4 alert and lockdown of the country.
Lexus remains committed to supporting the local communities that we operate in, and this includes looking after our employees and customers. We are working hard to ensure we meet our obligations in accordance with the government’s expectations and alert levels. At this stage it means the closure of all our Lexus dealerships, and head offices.
We will touch base with all those customers who were waiting on delivery of a new vehicle, servicing of a vehicle, recall work or parts as soon as it is practical for us to do so. If you have placed a deposit on a vehicle, I want to reassure you that we are still ordering and arranging supply of new vehicles as freight ships are still able to enter the country; delivery will have to wait until the country reduces its COVID Alert Level. We will also continue to operate our head office services through employees working from home including our New Zealand based call centre, for your urgent queries.
Lexus New Zealand and its dealer network will continue to provide repair support for all essential services. To view the list of what the Ministry of Transport considers as essential please click here. If you are an essential service, and need help with a repair or breakdown please contact your local Lexus dealership in the first instance or Lexus New Zealand.
We ask for your patience at this time of uncertainty, but also that you look after each other and stay safe. In times of crisis, it is the communities that we operate in that are crucial to ongoing business survival, so I thank you for your continued support.
- Alistair Davis, Lexus NZ CEO
Essential Service Vehicle Support
Lexus service centres are closed. Except for urgent repairs to essential Service vehicles.
If you work for an essential service as defined by the Ministry of Transport (for full list click here), then we are here to help you with your vehicle repair needs. Please contact your nearest Lexus dealership in the first instance or/and Lexus New Zealand.
Frequently Asked Questions
What does this mean for me as a customer of yours?
Under the level 4 alert, Lexus dealerships are not considered as essential service and are therefore closed. The only grounds on which we can physically open is to repair vehicles for other essential services.
However, Lexus New Zealand wants to work with all our customers to help them through any questions they have regarding COVID-19 and our service to them. In your communications with us please ensure the details of your situation are clear so we can assit you as best as possible.
I have put a deposit down on a vehicle – what happens now?
If you have put a deposit down on a vehicle, we want to reassure you that your vehicle has still been ordered and will be delivered when it is appropriate to do so i.e. when the government lowers alert levels and/or the vehicle is available. New vehicles are still able to come into the country on freight ships, and many of our global factories remain open.
Will I now have to wait longer to get my new Lexus vehicle?
If you were due to receive your vehicle in the next month, then unfortunately yes, as under the government’s COVID alert conditions all our Lexus dealerships are closed. However, you will be contacted by your local dealership, when they are able to do so, to confirm any further details on vehicle delivery.
How does this affect your supply of vehicles into the country?
At this stage we are still ordering and arranging supply as freight ships are still able to enter the country. Domestic delivery will commence once alert levels have been lowered by the government.
I want to test drive a new vehicle; how do I go about doing this?
Unfortunately, you are unable to test drive a new vehicle in the current lockdown conditions. However, contact your local Lexus dealership who can organise a test drive booking for you when the government reduces its COVID Alert Level and they are open again.
I am not happy to wait for my vehicle to arrive; can I get a refund of my deposit?
Unfortunately, as the deposit is held with your local dealership, we are unable to process a refund at this stage. Please bear with us and we will work with your local dealership when the government reduces its COVID Alert Level and they are open again.
I am currently paying my vehicle off through Lexus Finance – how do I get a break from my repayments due to financial hardship?
The best people to talk to about your current financial circumstances are the Lexus Financial Services team. They are still contactable during the COVID alert level 4 conditions, please email email@example.com
Can I return my vehicle to the dealership as I can’t afford my finance repayments?
Unfortunately, in the interim as your local Lexus dealership is closed, we are unable to help with taking your vehicle back. However, the best people to talk to about your financial circumstances are the Lexus Financial Services team. Their best contact details are firstname.lastname@example.org in the first instance this is the most prompt service.
I was booked in/due to get my vehicle serviced – what happens now?
Your local Lexus dealership will be open for business when the government reduces the COVID alert levels to a point where dealerships are permitted to open for normal business. Please be rest assured that they will contact you when they reopen to rebook your vehicle service in.
If you are due in the next month to get your service done, you will be able to do so when the Lexus dealerships are allowed to reopen. This will have no adverse effect on your vehicle warranty, provided you have previously followed scheduled servicing to this point as required under warranty.
If your vehicle is due or was booked to get a warrant of fitness, we will honour the WoF contract if it is unclaimed
I was meant to get my recall work done on my vehicle – what happens now?
Your safety is of upmost priority to us, and your local Lexus dealership will be open for business when the government reduces the COVID alert levels to a point where stores are permitted to open for normal business. Please contact your nearest or preferred dealership at that point.
I am waiting on parts for my vehicle from my local Lexus dealership – what happens now?
Your local Lexus dealership will be open for business when the government reduces the COVID alert levels to a point where stores are permitted to open for normal business. Please be assured that they will contact you when they reopen to arrange pick up or delivery of the vehicle parts you are waiting on.
I work for an essential service and my vehicle has broken down/needs an urgent repair – what can you do to help me?
Follow us on our social channels for news and updates.
Visit https://covid19.govt.nz/ for the latest information about COVID-19.