COVID-19 Alert Level 3 Information

Lexus remains committed to supporting the local communities that we operate in, so we are transitioning to contactless methods for servicing and selling vehicles during COVID-19 alert level 3.

We will stringently follow the Ministry of Health’s guidelines, to make sure our customers, and employees are safe during this time so our interactions with you will be different for a while.

Lexus Care

  • CONTACTLESS TRANSACTIONS

    All our transactions under alert level 3 will be contactless to ensure the safety of you and us. We can offer all our normal services in a contactless way, including new vehicle sales, servicing and test drives. Please contact your local Lexus dealership to chat through what will work for you.

  • CLEANING PROCEDURES

    Rest assured when you take a car for a test drive, or drop one off for a service, all vehicles will be thoroughly sanitised after any contact with a Lexus team member or another member of the public. This means that it may take us a bit longer to prepare your car.

  • CONTACT TRACING

    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".

  • SOCIAL DISTANCING

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

Level 3 Frequently Asked Questions

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

    Under the level 3 alert, Lexus dealerships will be available to support customers but will be following strict protocols to ensure the safety of both customers and staff during this time. Please contact your local Lexus dealership 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 vehicle, we want to reassure you that your vehicle has still been ordered and will be delivered when it is appropriate to do so. Your local Lexus dealership will be in touch shortly with an updated status for you on your purchase. Under alert level 3, all transactions need to be contactless and we are working with your local Lexus dealership to enable them to deliver vehicles in this way.

    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, we will continue to keep you updated through your local Lexus dealership.

  • 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 dealerships must interact in a contactless way with customers. We are working with your local Lexus dealership around the best way to do this, and we will contact you as soon as your vehicle is ready to be delivered.

    You will be contacted by your local Lexus dealership, when they are able to do so, to confirm any further details on vehicle delivery. We ask for your patience at this time, as not all dealerships will be able to open under COVID-19 alert level 3.

  • 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 from the 28th April 2020 or when your local Lexus dealership is able to do so under COVID-19 alert level 3, 2 or 1.

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

    Yes, this can be arranged with your local Lexus dealership who can organise a test drive booking for you from alert Level 3. This will be arranged in an offsite unaccompanied way that suits you and completed in a contactless way.

    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 3 need to be contactless, 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 3 conditions, please email financialmentor@tfs.co.nz.

  • 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 for any on-premise customers, 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 contact details are info@tfs.co.nz in the first instance and this is the promptest service.

Servicing questions

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

  • 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 work for an essential service and my vehicle has broken down/needs an urgent repair – what can you do to help me?

    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 and/or contact Lexus New Zealand

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