I had been very satisified with Lexus service until the change in loaner policy. I have a Lexus RX350 which I took in for 30k service ($600-700).
I was shocked to learn of the new loaner policy. Now, you must pay $25 plus fuel and mileage any time you get serviced. Chances are the loaner will be a corolla. What set Lexus apart was superb service from the purchase of the vehicle to aftermarket servicing. My Service Advisor is great, probably the only reason I did not go to another dealership.
When you buy a 40k car, you expect there to be a different level of service. If you need a loaner car, think another Lexus dealership or make. I also own a Volkswagen. They have extended hours in service, free loaners (no surcharge), shuttle service, and superb consultants.
Tip: shop other Lexus dealerships for service. each one has different policies related to loaner cars.