COVID-19 Alert Level 2 Information

Lexus are open and ready to support you with your car buying and servicing needs. We will be minimising contact through physical distancing and contact tracing policies and respectfully ask that, when you do visit us, you adhere to our strict health and safety guidelines. This is to ensure the safety of everyone.



what to expect when visiting our dealerships

  • Please sign in when you arrive

    For everyone’s safety, we will be collecting contact details from all visitors to our Lexus dealerships to ensure that we comply with contact tracing guidelines. We will monitor the health of our team and only allow healthy employees to enter each store "bubble".

  • Please wait until our staff can assist you

    When visiting our dealerships please wait to be greeted by one our friendly team members. They will let you know about the proceedures to follow while at the dealership. 

  • Please sanitise your hands

    When entering the dealership please use the hand sanister provided. This is to keep us all safe. 

  • Please keep your distance

    Team members will continue to maintain correct social distancing when they’re at work and ask that you do the same when visiting us.

cleaning procedures

All cars will be sanitised before and after any servicing work including recalls, general repairs and WOF checks.

  • Exterior Sanitation

    Exterior touch points such as door handles will be wiped down.

  • Interior Sanitation

    Our team will ensure all interior touch points are wiped down before your car is returned. 

  • Touch Points

    Your steering wheel, gear stick, keys and other touch points will be sanistised. 

  • See you soon!

    We look forward to seeing you our dealership. If you have any other questions about what to expect when you visit your local dealership please get in touch. 

Level 2 Frequently Asked Questions

  • What does this mean for me as a customer of yours?

    Under the level 2 alert, Lexus dealers will be available to support customers but will be following strict health and safety protocols to ensure the safety of both customers and staff during this time. Please contact your local Lexus dealer on [insert dealer number] to discuss the various options they have for you to get your new vehicle delivered or serviced.

    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 assist you as best as possible.

New vehicle questions

  • I have put a deposit down on a vehicle – what happens now?

    If you have put a deposit down on a Lexus, we want to reassure you that your vehicle has still been ordered and will be delivered soon. Your local Lexus dealer will be in touch shortly with an updated status for you on your purchase. Under alert level 2, its preferred to complete transactions within distancing guidelines to ensure the safety of everyone.

    We want to reassure you that new vehicles are still able to come into the country on freight ships, and the majority of our global factories remain open. If there is any delay in your vehicle being delivered, your Lexus Dealer will continue to keep you updated.

  • 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 potentially yes, as under the government’s COVID alert conditions all our Lexus dealers must interact with customers through minimised contact between you and our team. Your Lexus dealer will contact you as soon as your vehicle is ready to be delivered.

    You will be contacted by your Lexus dealer, when they are able to do so, to confirm any further details on vehicle delivery. We ask for your patience as we work through the backlog of vehicle orders as a result of the Alert level 3 and level 4 lockdown.

  • How does this affect your supply of vehicles into the country?

    We are still ordering and arranging supply as freight ships are still able to enter the country. Domestic delivery will commence from the 28th April 2020 or when your Lexus dealer is able to do so under COVID-19 alert level 2 or 1.

  • I want to test drive a new vehicle; how do I go about doing this?

    You can still reserve a test drive with your Lexus Dealer. This will be arranged in a way that minimises contact and suits you and your dealer.

    We will also sanitise all vehicles in between people taking them for a test drive to give you further peace of mind, and to ensure everyone stays safe.

  • I am not happy to wait for my vehicle to arrive; can I get a refund of my deposit?

    Please contact your local Lexus dealership to discuss this. Their contact number can be found on our Find a Dealer page. All transactions under COVID-19 alert level 2 need to minimise contact between our team and you, so we ask for your patience as we work through this new process.

Lexus Finance questions

  • 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 2 conditions, please email financialmentor@tfs.co.nz.

  • Can I return my vehicle to the dealership as I can’t afford my finance repayments?

    The best people to talk to about your financial circumstances are the Lexus Financial Services team. To ensure a prompt response we suggest that you contact them via info@tfs.co.nzAlternatively, you are able to contact your Lexus dealer.

Servicing questions

  • I need to get my vehicle serviced/WOF done, repaired or recall done – can I make a booking?

    Yes, this is possible under COVID-19 alert level 2, please contact your local Lexus Dealer to confirm your appointment. The Lexus Dealer will contact you to their outline their processes and how to best proceed within our physical distancing guidelines to minimise contact.

    All vehicles will be sanitised before and after any servicing work including recalls, general repairs and WOF checks.

  • I was booked in/due to get my vehicle serviced/ WOF done – what happens now?

    Servicing is possible under COVID-19 alert level 3. All transactions will need to be contactless, so your local Lexus dealership will contact you & outline their procedure on how this will proceed.

    Please be rest assured that your local Lexus dealership will contact you when they are able to rebook your vehicle service in or provide servicing for your vehicle in a contactless fashion.

    If you are due to get your vehicle serviced during the COVID-19 alert level 3 please contact your local Lexus dealership to make an appointment. The Lexus dealership will outline their procedure on how this will proceed in a contactless way.

    If you are due to get your service done, and were are unable to do so under COVID-19 alert level 4, please be reassured that this will have no adverse effect on your vehicle warranty, provided you have previously followed scheduled servicing to this point as required under your 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.

    All vehicles will be sanitised before and after any servicing work including recalls, general servicing and WOF checks.

  • I am waiting on parts for my vehicle from my local Lexus dealership – what happens now?

    Your local Lexus dealership will contact you when they reopen to arrange pick up or delivery of the vehicle parts you are waiting on.

  • I have the Lexus Service Package on my vehicle, and now can’t get it serviced in line with the requirements – will this affect my Factory warranty status?

    If you were unable to get your scheduled servicing done under COVID-19 alert level 4 & 3 please rest assured that we will honour this, provided you get your service completed now that your local Lexus Dealer is open.

  • 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 Dealer will be in contact when they are able to do your recall work. If concerned please contact your local Lexus Dealer to confirm and book an appointment to do this work.

  • I am waiting on parts for my vehicle from my local Lexus Dealer – what happens now?

    Your local Lexus Dealer will contact you when the vehicle parts arrive to arrange pick up or delivery of the vehicle parts you are waiting on.

  • I am wanting to buy parts for my vehicle from my local Lexus Dealer – Can I visit the Dealer?

    Yes, this is possible under COVID-19 alert level 2, please contact your local Lexus Dealer to confirm your appointment. The Lexus Dealer will contact you to their outline their processes and how to best proceed in physical distancing way that minimises contact.

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