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Lexus of Westminster
Westminster, CA
68 Reviews
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Showing 68 reviews
March 08, 2024
Doug Cook is not the brightest person when it comes to making deals. Doug insists a credit application when client is paying with a cashiers check. What a waste of time for us, we bought two Lexus from an making deals. Doug insists a credit application when client is paying with a cashiers check. What a waste of time for us, we bought two Lexus from another dealership the very next day. More
by NoCreditApp
Employees Worked With
Doug Cook
Helpful September 02, 2023
should have learned my lesson from my last lease here in Nov 2020 (that's a different story where Doug tried changing the agreed upon deal 2 times before it was corrected while we were in finance. It's in Nov 2020 (that's a different story where Doug tried changing the agreed upon deal 2 times before it was corrected while we were in finance. It's not surprising all the poor experiences are here. Our 3 year lease is coming up in Nov 2023 so received a Loyalty offer so elected to make an inquiry with a similar proposal to the last deal but utilizing current market RV, MF, and current incentives. Loyalty letter was from SM, Doug Cook, but he relegated Stephen Noh to be the sales point of contact. I used the loyalty email to spell out my exact offer that I was looking for on their in stock model to be fully transparent and expedient. Stephen emailed me so I called him to expedite things. He acted as if he did not see my proposal so I forwarded it directly to him and asked him to follow up on text once he talked to Doug. He pinged me right back a few minutes later and said that their offer and mine had a huge delta, but he wanted me to "come down to discuss". No way I'm going to waste driving over an hour each way on the 405 to "discuss' things. I told him as such and he promptly unsubscribed me from the text thread without even an acknowledgement. This is not only rude, but childish, and completely unprofessional. This is NOT the type of person that should be handling Loyalty clients. May be this dealership management doesn't care. [I got the sense of that from our wonderful internet sales manager at the time who got our previous deal done remotely and smoothly. He left a few months later and alluded to this.] I'm happily returning to our previous dealer in west LA to sign an even more aggressive deal than I had asked Westminster for. Only took 3 emails to confirm the deal and taking delivery tomorrow. The best way to show dealers- don't buy from them and don't put up with their unprofessional tactics. More
by calbear92
Employees Worked With
Stephen Noh, Doug Cook
October 05, 2021
Very Bad Experience to buy car from this dealership, I'm wasting my time to go and buy the SUV from them, Already Signed the doc and pay for the deposit, The Sales (Shooter) call and said I cannot sell you wasting my time to go and buy the SUV from them, Already Signed the doc and pay for the deposit, The Sales (Shooter) call and said I cannot sell you the car, Maybe they are Racist because I'm Chinese who try to save the Taxes money. Not surprising me when i see all the bad review from this Dealership. More
by LCY
Employees Worked With
Shooter
December 20, 2020
My nightmare of an experience with Lexus Service of Westminster began due to an occasional knocking from my car interior that had been bugging me for a while. The saving grace of my experience was that Westminster began due to an occasional knocking from my car interior that had been bugging me for a while. The saving grace of my experience was that I had the sense enough to not let them touch my car and am lucky that I am only out the $175 they charge for a “diagnosis”. I was confident the sound was coming from the sunroof and figured it would be worth a try to get it diagnosed by a Lexus dealer as the vehicle is still under extended warranty. Unfortunately, because my issue was not a mechanical failure and just a noise it was not covered under my warranty. Expecting to get in for a brief and to the point diagnosis after making an appointment I was informed the car would need to be kept overnight. At this point they assigned me a Toyota Rav4 with a crack in the windshield that they had on loan from Enterprise (which was noted on the preliminary inspection). I was disappointed to hear the man next to me was able to get a Lexus loaner while I was given the Rav4 but not the end of the world, just slightly off putting. After leaving my car overnight for 2 days I received the first communication from the dealer that the diagnosis was completed and in the form of a text message found out that what I thought was a simple rattle fix would actually set me back $2,690 and would entail replacing the entire sunroof assembly. After pressing how that could possibly be the most practical solution the tech assured me that the cables in the assembly were the issue and the best way to fix the problem was to replace the entire assembly. They also made sure to let me know that my fog lights weren’t working and could be fixed for $200. Having some experience with automobiles I declined and returned for my car the day after. Upon returning the loaner car, I was held up an excess of 15 minutes after paying the $175 diagnosis fee and needed to leave to get to work. The reason for the delay was because they were contemplating whether I was to be charged for the crack in the loaner car windshield which had already been noted on the preliminary walkthrough. After getting fed up of waiting I had to ask why I was being held up and was informed it was because of the crack and that they would talk to their manager and have my phone number and payment information in case they needed to charge me for the damage. At this point I also noticed that there was no real breakdown on their estimate and my invoice was simply the transcribed statement from myself describing that I believed the issue came from the sunroof, and this in their eyes was worth $175. I reached back out to the tech that I had originally met with and asked for more detail regarding the estimate and a more in-depth breakdown, when he informed me, he had actually made a mistake and the original estimate of $2690 was actually just for parts and didn’t include labor which would be roughly $1900 in addition to the $2690. After leaving with a terrible taste in my mouth and a feeling that I had been taken advantage of I decided to check one of the other minor issues they had reported, being the fog lights not functioning which I hadn’t even noticed until that point. After a quick trip to AutoZone to try and replace the fog lights to see if that was the issue it took me about 15 minutes to realize that the issue was actually because the two fog lights were not plugged into the battery of the vehicle. These people had my car for 3 full days, charged me $175 and couldn’t tell me that was the issue? At this point I called to speak to someone in customer service and had to call back twice before finally getting in contact with their customer service manager, Vicky. Vicky was completely unprepared for the call and was not aware of who I was. I explained my situation and she seemed very concerned that something could possibly be overlooked by their techs and asked that she investigate and call me back. Vicky called back minutes before the service department closes and had made a 180 degree turn in how she handled the situation and when I asked for my diagnosis fee to be refunded due to incompetence, she had nothing but condescending responses and was trying very hard to usher me off the phone call without any sort of resolve. She assured me that “they work on a lot of sunroofs and that the best way to fix the problem is usually to replace the entire fixture.” This occurred in September and since then, I have done some research and was actually able to fix my initial “$4,690 problem” with a $57 rubber gasket that I installed myself and found that these gaskets are a very common problem and wear out regularly, especially in warm, sunny climates that SoCal experiences year-round. I am disgusted with the overall incompetence of the techs at Lexus Service of Westminster as well as the pathetic excuse of customer service and total lack of acknowledging major mistakes and deliberate exploitation of loyal customers to the Lexus brand. I would urge anyone considering this establishment to go elsewhere as you’d be better off flushing your money down the toilet and doing the work yourself. More
by Brad Boulay
Employees Worked With
Vicky Robertson
October 12, 2020
Dishonoring Written Agreements? It's just another day at Lexus of Westminster Presenting the Dishonorable & Disrespectful; Brian Souza & John Oh, GM If you've read my reviews, you know I tell it like Lexus of Westminster Presenting the Dishonorable & Disrespectful; Brian Souza & John Oh, GM If you've read my reviews, you know I tell it like it is - so here you go... I was guaranteed a specific LC car - IN WRITING - citing a the car's VIN, that was inbound to the dealership. I trusted their word and cancelled an order for another car/brand. After filling out the required credit app and being reassured numerous times IN WRITING that the car was mine when it came in, Brian Souza called me to say that they decided to give it to a buddy of John Oh, the GM, and I could pound sand. Though he did promise to call me back later that day with a resolution. No call ever came. I followed up numerous times - never a return call. It's been weeks. Don't trust Lexus of Westminster; their honor or their commitment. They dishonor their agreements and won't care about it - or you. More
by 1q2w3e
Employees Worked With
Brian Souza, John Oh
June 23, 2020
Bad service The advisor, manager and technician are careless at their job and overcharge.i been there to repair the gas pump after 7 days gas liking again i come The advisor, manager and technician are careless at their job and overcharge.i been there to repair the gas pump after 7 days gas liking again i come back to there complain. They assume that there is another issue with the car that is not even related to the problem that are presented when returning the vehicle or repairing it. I take my car o another dealer it found same problem was buy technicians to installation retainer not correction. More
by letran6
Employees Worked With
Phillip Tr
November 25, 2019
Bait & Switch I visited Lexus Westminster on Sunday. 11/24/19 in AM. Dimitri Goren the Sales Rep greeted me and I let him know exactly what I have budgeted and look I visited Lexus Westminster on Sunday. 11/24/19 in AM. Dimitri Goren the Sales Rep greeted me and I let him know exactly what I have budgeted and looking for, so both of our time is not wasted. I let him know I'm driving from Irvine to Santa Monica Lexus to lease a vehicle that we have come to an agreement with already, however, I noticed the same vehicle locally here at Lexus of Westminster. I carefully explained and detailed to Dimitri that I have a deal with my budgeted price, payment and interest rate program. If they can match it, then it will save me a drive to SM and if not, that's fine and to just let me know so I can get back on the road to SM. I needed to be back to Irvine by a certain time for another appointment, so my time was limited. Dimitri said ok let me check with a Manager, Gary Twombley. He came back and said yes, we can do EXACTLY what you asked for just put down the first payment of $600 which I agreed to. I asked 6 TIMES if I can see it in writing and he assured me they can do the deal. He came back with a credit app and told me to fill it out so we can finalize the deal. I asked him once again that everything is the same as the current deal given which I showed him and he stated once again YES. Upon that verbal agreement and clear understanding, I filled out the credit app and they came back and said everything’s great. After reviewing it, the price we agreed upon was thousands more and I told this is incorrect, please go back and adjust this to the number you PROMISED and CONFIRMED with me. He went back and said sorry these are the numbers. I was in disbelief and shock of what just happened. This is blatant BAIT AND SWITCH sales tactics and nothing shy of LYING to the customer. This is an obvious case of horrible business practices after they already ran my credit and wasted more than 2 hours of my time causing me to miss my window to drive to SM. Dimitri had his head down and Gary just looked cold with no remorse and unapologetic. More
by Mike H
Employees Worked With
Dimitri
February 28, 2019
Told us one thing, got stuck with something else First I will get the pros out of the way, beautiful large dealership with a nice inventory. Our salesman was nice while showing us the cars (this was First I will get the pros out of the way, beautiful large dealership with a nice inventory. Our salesman was nice while showing us the cars (this was a front) and knew an ok deal about the vehicles...basically he presented nicely. They negotiated a little with the price and we made a deal for them to takeover and return our previously rented vehicle and purchase new car. We told them our previous cars lease end date and they pulled up the information (or supposedly did) and told us they would make the last payments and we were free and clear of the car. We ageeed and sat down with the sales manager who also was a great pretender(nice way of me saying this guy was a complete liar. Looking back there were many red flags from this guy but there’s a reason he’s the sales manager (he’s good at selling). They manipulated and rushed us throughout the deal, offered us a lower apr rate that ended up changing and going higher since we didn’t have it signed in writing, make sure these guys give you everything they promise in writing because they will smile and lie to your face and then you get screwed paying way more than was originally bargained for. The WORST part about this deal was when 2 days after we got the car the salesman calls to tell us we have to make an additional payment on the car we returned. This came at a big shock. They somehow miscalculated/didn’t look at the actual payments left on the car (or purposely misinformed us) to make us make the deal....it’s beyond me at this point but it seems like child’s play that they should of easily had that information to look into (and was their simple responsibility to do so), especially when we asked them to make sure of it several times. Both the salesman and sales manager insured us there would be nothing left on the car to pay and we asked him to double check this information with Toyota financial...this is when he said there’s no need “it’s simple math” ..telling us the car is done in May and since the lease deal started in May we won’t be paying another month when it’s turned in. We later called in to speak with the manager, a different guy from the one we made the deal with (this guy was higher) and this guy was COMPLETELY rude and arrogant (think scummy used car salesman) and in other words basically told me to go **** myself since we signed the paper that said were responsible for additional charges on the return (which they assured us there weren’t any) So long story short we got stuck with the payment which went 100% to waste (could have been driving the car another month) and our APR is 1% higher than what we agreed to. They used the standard scummy salesman/manager tactics but I was not aware of them until after researching. I would not recommend nor trust this dealership and hope you are very cautious and do your research if you dare make a deal with them. More
by David B.
Employees Worked With
Kenny, Bryan, Doug
February 20, 2019
Painless and Smooth Make sure you ask for John Pham when purchasing a Lexus. He is hands down the best salesman I have ever worked with. He is a joy to talk to, does not Make sure you ask for John Pham when purchasing a Lexus. He is hands down the best salesman I have ever worked with. He is a joy to talk to, does not cause any awkward of uncomfortable situations, and made leasing my Lexus IS300 completely stress free. I really enjoyed the process with him. This is how car buying should be. John makes fair offers, provides friendly customer service, and allows you to be in and out of the dealer in no time. I was able to immediately enjoy my car instead of stress about money and paperwork. Make sure you ask for John Pham so you get the same smooth, pain free, and happy car purchase as I did! He is truly a professional at his trade. I recommend him and Lexus of Westminster to all! More
by Louit
Employees Worked With
John Pham
February 20, 2019
Fantastic My experience at Lexus of Westminster was exceptional. I purchased an used Toyota Sienna, and still received top-notched treatment. Michael Huh was ou My experience at Lexus of Westminster was exceptional. I purchased an used Toyota Sienna, and still received top-notched treatment. Michael Huh was our salesman. He was attentive, comprehensive, and honest. The deal was quick and painless. Thank you More
by Shelley
Employees Worked With
Michael Huh; Brian-finances
