Complimentary services:

For New Vehicles:

• First scheduled maintenance service provided at 6 months/5,000 miles whichever occurs first
• Second scheduled maintenance services provided at 12 months/10,000 miles whichever occurs first

For Pre-owned L Certified Vehicles:

• Next four factory-recommended services for two years or 20,000 miles whichever occur first

Lexus Luxury Care (Prepaid): Addresses factory recommended maintenance as outlined in the vehicle's Owner's Manual. Plan terms range from 2 to 5 years (up to 90,000 miles).

Lexus Luxury Care coverage can be transferred once from the original owner to a private party; this excludes dealers. A $50 transfer fee applies (click here to see Transferability disclaimer).

Service is recommend at every 6 month/5,000 service interval.

*However, oil changes are performed at every 10K miles, except for vehicles using non-synthetic oil, which are performed every 5K miles. click here to view a list or service performed (model and year required)

To view Warranty information click here. 

To view Owner’s Manual click here

To access visual guide for Lexus lineup click here

Technology — Lexus Enform

Lexus Enform — Offers vehicle guides, roadside assistance, recall notifications, parking reminders and easy service scheduling on select vehicles

• Destination Assist: 24-hour access to a live response center agent to help you locate a specific business, address or point of interest — 12 months complimentary
• Service Connect: Provides information on vehicle’s health and offers updates on everything from fuel level and mileage to maintenance alerts and more via email or the mobile app – up to 10 years complimentary.
• Wi-Fi: Connect up to five devices, and extend your tech capability. Lexus Enform* Wi-Fi provides up to 4 GB of complimentary data for the first year on selected vehicles.

If customer have questions about their enrollment or Enform subscription, advise them to visit mylexusenform.com or call (800- 255-3987)

Color Basics:           

• Red indicates a potentially serious problem or safety issue, but Red may also indicate an important reminder. If it is flashing, it is important and could be unsafe to drive.
• Yellow/orange mean something needs to be serviced or repaired soon. If it is flashing, it is important and could be unsafe to drive.
• Green or Blue is only telling you that a system is on or operating.

Retail gasoline stations in the United States sell three main grades of gasoline based on the octane level:

• Regular (ⓘ) Tooltip content - the lowest octane fuel (generally 87-88)
• Mid-Grade (ⓘ) Tooltip content - the middle range octane fuel (generally 89–90)
• Premium (ⓘ) Tooltip content  - the highest octane fuel (generally 91–94)

If the octane rating used is less than required, damage to the engine may occur and may void the vehicle warranty.

Customers can confirm the information on the lists by checking their Owner's Manual or by referring to the label on the inside of the fuel-filler door

Source: eia.gov / fueleconomy.gov

• Oil viscosities may vary by model
• See Owner's Manual for exact oil type based on vehicle model (0W-40/5W-30)

Quick Reference Oil Guide listed below:

To view a list of Frequently Asked Questions directly from the Lexus site click here

To view a list of additional Product Protection Plans  click here.

Client relations (ⓘ) Manufacturer reps can assist customers with general inquiries, recall concerns, complaints, etc. can be reached in multiple ways.  To see options click on the supported brand: Lexus

Contact information is typically located at the bottom of the linked page.

Ext 7102-2970; Do not Cold Transfer calls.

When to Use:

• Complaints.
• Customer has not received a return call after multiple attempts of trying to reach an advisor, technology specialist, or manager.
• Notifying the dealership a customer will be arriving shortly, before closing.

Available:

• Monday-Friday 8am - 6pm

If no one is available, send an email to the Hotline Attendants (SMLexushotlineemails@Group1Auto.com) and copy the service advisor working with the customer. Do not email all advisors.

Recall Coordinator - Aubrey Lindquist

When to Use:

• If Xtime refers you to the Recall Coordinator, contact so via email only.
• Email must include customer name, VIN, recall description.
• Do not provide an estimated day or time, it sets the wrong expectation and can lead to complaints.

Technology Specialist – Omar Portugal

Service Receptionist Team: Right click here to copy all email addresses.
This link will reach the entire team.

Service Receptionist(s):

Angelika Apodaca

Evelyn (EJ) Grayson

Jazzie Tyler

Katie Medina

Taila Walls

Loaner Team: Right click here to copy all email addresses.
This link will reach the entire team.

Loaner Coordinator(s):

Akeila Thomas

Henry Trejo

Josefina Avalos

If a personal item was left in the loaner, send an email to the Loaner Team.

Acquisition Manager - Lisa Gallagher

Lexus Roadside Assistance will tow the vehicle from public roadways (ⓘ) No unsurfaced roads or tracks, made of materials such as sand, gravel, riverbeds, mud, snow, rocks, and other natural terrain. to the nearest Lexus dealership; additional charges may apply if a customer requests a further location. See link below for additional exclusions/restrictions that may apply.

. .

Roadside Assistance

(800) 255-3987

• New Vehicles:
  4 years from the original in-service date, with no mileage restrictions.
• Certified Pre-Owned Vehicles:
  2 years from the original in-service date, with no mileage restrictions.

The third party service provider(s) listed below can tow a vehicle to this dealership. However, customers are advised to check their insurance policy for possible roadside coverage.  If a vehicle was involved in a collision/accident and also requires service it must be taken to the collision center first for repairs (see Collision drop down).

. .

Imperial Wrecker Service
(713) 298-8495
Distance from Dealership: within 10 miles

• If using a referred towing company, charges can be billed directly to the customers’ Repair Order (RO).
• If using a non-referred towing company, payment maybe required by the towing company upon delivery.

Insurance Claims

To possibly avoid upfront costs, customers should file an insurance claim (ⓘ) Coverage/Compensation can be submitted for Collision, Accident, Vandalism or Theft based on the customer's policy  prior to arranging repairs. The insurance provider will determine cost (if any) for towing/repairs based on insurance coverage. If repairs are done prior to starting a claim, the customer may be responsible for all costs and for obtaining reimbursement (if any) from their policy provider.

Collision and Service Inquiries

If a vehicle was involved in a collision/accident and also requires maintenance service it must be taken to the collision center for repairs first. The collision center will coordinate service.

Customer Pay/Cost Inquiries

• GP1 Collision Centers:
  GP1 Collision Centers offer complimentary visual inspections and estimates. If a customer later decides to file an insurance claim additional fees may apply.

• Third Party Collision Centers:
  For cost inquiries from a third party collision center, the customer will need to speak with that facility directly.

Below are eligible locations customers can use or they can have their insurance provider recommend a repair facility.

Sterling McCall Restoration Center
12202 Murphy Rd
Stafford, TX 77477
(281) 848-4900
Distance from Dealership: within 5 miles

Additional Information:

• Customers leasing a vehicle are required to take their vehicle into a certified collision center for any body work or collision repair. 
• Customers should contact their leasing company to report accidents/damages.

Some manufacturers offer a "locate your parked vehicle" feature accessible through their app. To view a list of manufacturers that offer this feature, click here.

A vehicle could be towed to an impound lot for a number of reasons such as being illegally parked, left behind due to inclement weather, street cleaning, or abandonment. 

City/county towing database (ⓘ) Some metro locations have publicly accessible systems that track impounded/towed vehciles.: Yes

• By Phone (713) 308-8580
• Online (findmytowedcar.com) -  HPD public access database; allow 2hrs from the time the vehicle is towed until it is listed on the website

Additional Information:

• Impounded from a private property/business
  1. Owners should look for towing signs on the property or ask the property owner which wrecker service they used to tow vehicles. 
  2. Owners can also contact whichever police department has jurisdiction in the place where the car was towed from (all wrecker services notify local police).

If a vehicle is suspected stolen, the customer should contact authorities immediately. 

If an owner is enrolled in an additional security plan offered by the manufacturer or third party, police will coordinate with the provider to locate the stolen vehicle.

• Stolen Vehicle Locator -  To view a list of manufacturers that offer this feature, click here.
• Lojack Enabled - Customer should report the theft through Lojack
  (police report can be filed through the app) 

Additional Information:

• If not enrolled in any additional security plans - Customers will need to contact whichever police department has jurisdiction in the place where your car was stolen and report the theft.

For customers with Dent Guard coverage:

• Schedule initial inspection and Submit Contact Form
• If the customer would prefer a Dent Guard specialist to go to their location, refer them to Dent Guard (877) 294-0185

For customers without Dent Guard coverage (paying out of pocket):

• Schedule initial inspection

If customers have inquiries about a call they received or a missed call please refer to the priority notes or the communication logs.

If a customer is calling about Service Connect, services due will be listed on the priority notes. 

Do not remove priority notes! For adjustments, email the Service Connect team click here. 

Car Washes and Exterior Details cannot be performed in rainy/snowy weather or freezing temperatures  (32 °F or lower). To see weather forecast, click here.

. .

Complimentary Car Wash:

• Scheduled with service: Yes
• Available without service (stand-alone): No, car washes can only be performed for vehicles coming in for service (fee applies for stand-alone car washes – see Xtime for pricing and duration).

Detail Option(s):

Schedule as allowed; refer to Xtime for all pricing, durations, and package descriptions.

• Basic Exterior Car Wash
• Interior Detail
• Exterior Detail
• Full/Complete Detail

Coupons - must be presented at the time of write up - may be displayed with smart phone / tablet or printed. Max discount on any service without coupon proof is 10%.

• Available: To all (via online or mailers)
• Current Online Specials:  Click Here for Current Online Coupons/Specials
• Competitor Coupons: Accepted – at manager's discretion (case by case)
• Expired Coupons: Not Accepted

Promos - emailed and should not be offered/advertised to customers that do not have an available promo in their Xtime profile.

• Available: For specific customers/vehicles (via email or Xtime)
• Current Promos: Vary - if a customer is eligible for a promo it will be listed in a "Promotions" drop-down when scheduling. If eligible, add to service visit.
• Competitor Promos: Promos are only offered via Xtime 
• Expired Promos: Expired promos will not appear in Xtime (no longer valid)

Super Savings Day - occur monthly and have designated specials for specific days and services. Offers cannot be used at other locations.

• Available: To all (via online or mailers)
• Current Super Savings Day: Vary - see (SDC) Super Savings Day & FAQs for offers
• Competitor Super Savings Day: Not Accepted – only available for the specified store
• Expired Super Savings Day: Not Accepted – only available for the specified date(s)

Recurring Offers - available for eligible customers (ex: senior citizens, military), but not necessarily advertised. Recurring offers do not expire unless specified.

• This dealership does not have any recurring offers

• Schedule as Allowed
• Vehicle must be inspected (test drive may be required) – customers are encouraged to ride along with the tech/advisor in order to replicate noise concern
• Please encourage drop offs/shuttles
• Salvaged/Branded vehicles - if disclosed, do not schedule; diagnostics and/or warranty work cannot be performed

Procedure:

• Complimentary initial diagnosis.

A qualified technician will inspect the vehicle to determine its service needs. Afterwards the service advisor will contact the customer to inform them of their findings and the necessary steps to repair the vehicle.

To view examples of what is intended to be covered during a “Free Initial Diagnosis” click here

• Do Not Schedule
• Refer to the Sales Dept. (Ext. 5329).

• Schedule as Allowed - If there is no availability, notify the customer they can come in, but wait time/repair time cannot be guaranteed (vehicle must be inspected first)
• Submit Contact Form only if there is no availability and customer will be coming in.
• Refer to Lexus Roadside Assistance; (800-255-3987) to verify jump start/towing coverage, if needed.

Please note the images above are examples – they are not the only icons that can depict emergency scenarios

Dedicated Express Lanes: No; all vehicles must use the same service entrance lanes.

HomeLink is packaged as a standard feature, bundled within a specific trim level, or as an option on most new vehicles. It allows customers to wirelessly open/close garage door or front gates.

For questions, activations or aftermarket purchase, refer customer below:

Homelink 

(800) 355-3515

An Ignition Interlock Device (IID) requires the driver to provide a breath sample before the engine will start. If the IID detects alcohol on the driver's breath, the engine will not start. The driver will be periodically required to provide breath samples to ensure the continued absence of alcohol in their system for ignition to remain on.

Device installation, issues, removal:

• Do Not Schedule (dealership is not authorized to work on this device).
• Refer customer to Texas DPS for authorized locations.

Maintenance/repairs on vehicles with IIDs: 

• Schedule as waiters only (ⓘ) Customers with an Ignition Interlock Device (IID) / Breathalyzer on their vehicles are automatically ineligible for loaners/rentals and submit Contact Form

• Do Not Schedule
• Refer to the Sales Dept. (Ext. 5329).

Pre-Purchase or Pre-Buy Inspections are not performed at this dealership

Radio Codes:

For vehicles 1998 and older, schedule as allowed

• Vehicle and registered owner must be present for code to be provided
• Registered owner must present picture identification (Driver’s License)

Lexus does not have radio codes for 1999 and newer vehicles.

Navigation Updates:

• For pricing and availability, refer to Parts Dept (713-995-2630)
• Schedule as Allowed

Schedule as Allowed

Procedure:

• Schedule as allowed; however walk-ins are accepted (ⓘ) Due to limited walk-in availability, scheduled visits are highly encouraged.

Requirements that must be disclosed:

• Refer to Xtime information icon.
• Walk-ins - wait times cannot be guaranteed (first come, first serve).

Additional Information:

• Emissions testing is only required for some metro counties.
• New cars are good for two years, after which any applicable inspections are required annually.
• Vehicle Inspection History - verify the history of a Texas vehicle inspection (VIN required)
  Only history through the end of the previous day or older is available.

Source: dps.texas.gov

For questions about Vehicle Registration/Renewals see Dealership Information Tab

Refer to the Technology Specialist (see PERSONNEL) for customers needing assistance with how to use:

• Navigation
• Bluetooth
• Hands Free Dialing
• Lexus Enform
• Audio System
• Voice Commands
• Cruise Control
• Climate Control
• Smart Access System

If customers are reporting that any of the items above are not working please schedule a service visit with an advisor.

Vehicles impacted by vandalism (ⓘ) Vandalism is when a person intentionally damages the property of another. should be referred to Sterling McCall Restoration Center (REFERRALS; 281-848-4900). If a customer has Comprehensive Insurance (to see coverage details click here) they should reach out to their provider first.

Internal Damage (regardless of an insurance claim or customer pay): Schedule as Allowed

Examples:

• Animal/Rodent Damage (chewed wires, nests)
• Sugar in the gas tank
• Sensors were damaged
• Stolen catalytic converter

External Damage (regardless of an insurance claim or customer pay): Refer to Sterling McCall Restoration Center (REFERRALS; 281-848-4900).

Examples:

• Broken Glass
• External Parts Damaged (Broken Mirrors, Antenna, Lights, etc.)
• Intentional Fire
• Paint Damage (Graffiti/Spray/Scratches)
• Wildlife Collisions

If the damage affects both, refer to Sterling McCall Restoration Center (REFERRALS; 281-848-4900) (they will coordinate with Service). 

• Saturday: Schedule as allowed, please note repairs/diagnostics could carry over to the next business day. Advisor will provide more information during initial meet. 
• Sunday: Service Dept. CLOSED

Windshield/glass work, including tinting, cannot be performed during Holidays or during rainy/snowy weather; to see the weather forecast, click here.

Client relations (ⓘ) Manufacturer reps can assist customers with general inquiries, recall concerns, complaints, etc. can be reached in multiple ways.  To see options click on the supported brand: Lexus

Contact information is typically located at the bottom of the linked page.

Drop Offs:

• Customer will have their own transportation.

Early Bird/After Hours:

• This dealership does not have drop slots for early bird/after hours.
• However, vehicles may be towed in after hours and security will let them in the gate through the White Chapel St. entrance.

Wait times for repairs will vary widely since an accurate repair/wait time cannot be determined until diagnosis has been performed by the technician.

There is no shuttle service at this dealership.

Requirements (ⓘ) Customers with an Ignition Interlock Device (IID) / Breathalyzer on their vehicles are automatically ineligible for loaners/rentals:

• Brand: Lexus only
• Year: No Restriction Provided
• Vehicle Mileage: No Restriction Provided
• Total Duration: 54 min or more

Requirements that must be disclosed:

• Driver Must be 21 yrs. or Older
• Valid Driver’s License
• Valid Major Credit/Debit Card (ⓘ) Not Accepted: pre-paid, or digital credit cards.
• Current Proof of Full Coverage Insurance (to see coverage details click here)

All items must match the name of the person who is taking the loaner vehicle.

For security reasons, customer must present the items listed above each time a Service Loaner is released.

Early/Late Loaner Pickup:

• Loaner will only be available at scheduled date and time of service.
• If customer is requesting to pick up a loaner earlier or later, please contact a SML manager for approval.

Loaner Models: Below are the models the dealership uses as Loaners.

If a certain model must be reserved – a manager will need to be notified to see if accommodations can be met.

• RX
• NX
• ES
• IS

Additional Policy Information (to be disclosed by advisors):

• Mileage: No Restriction Reported, but must remain in the state of Texas.
• Non-Smoking Policy– Subject to a Cleaning Charge, if smoking occurs
• Tolls: Complimentary 
• Fuel: Customer is responsible for returning the vehicle with the same amount of fuel as provided or be charged based on current fuel rates
• Damages: Customer is responsible for all damages.
• Pets: No pets are allowed in the loaner vehicle (only exceptions is a Service Animal that is trained to perform tasks on behalf of persons with disabilities).
• Returns: Loaners must be returned within 12 hours of being notified service is complete. – Subject to a $95/Day Charge added to invoice.
• Other terms and conditions may apply as detailed on the Loan Car Agreement.

This dealership does not have Rentals.

For the welfare of our drivers, valets are not allowed for:
drivability concerns, safety issues or emergency scenarios.
Valets are also not allowed for insurance claims.

Requirements (ⓘ) Customers with an Ignition Interlock Device (IID) / Breathalyzer on their vehicles are automatically ineligible for loaners/rentals:

• Brand: Lexus only
• Year: No Restriction Provided
• Vehicle Mileage: No Restriction Provided
• Total Duration: 54min or more
• Travel Distance for Pickup: Vehicle must be within 15 Miles from the dealership for pickup

Additional Policy Information:

• Driver Departure Times: Refer to Xtime for availability
  (Arrival times could vary based on weather, location, traffic, etc.)

Requirements that must be disclosed:

• Driver Must be 21 yrs. or Older
• Valid Driver’s License
• Valid Major Credit/Debit Card (ⓘ) Not Accepted: pre-paid, or digital credit cards.
• Current Proof of Full Coverage Insurance (to see coverage details click here)

All items must match the name of the person who is taking the loaner vehicle.

For security reasons, customer must present the items listed above each time a Service Loaner is released.

Loaner Models: Below are the models the dealership uses as Loaners.

If a certain model must be reserved – a manager will need to be notified to see if accommodations can be met.

• RX
• NX
• ES
• IS

Additional Policy Information (to be disclosed by advisors):

• Mileage: No Restriction Reported, but must remain in the state of Texas.
• Non-Smoking Policy– Subject to a Cleaning Charge, if smoking occurs
• Fuel: Customer is responsible for returning the vehicle with the same amount of fuel as provided.
• Damages: Customer is responsible for all damages.
• Pets: No pets are allowed in the loaner vehicle (only exceptions is a Service Animal that is trained to perform tasks on behalf of persons with disabilities).
• Returns: Loaners must be returned within 12 hours of being notified service is complete. – Subject to a $95/Day Charge added to invoice.
• Other terms and conditions may apply as detailed on the Loan Car Agreement.