The best car dealer experience I have ever had. - Very happy camper
It is easy to provide good service when everything goes right. It is harder to deal with issues when problems pop up. Excellent, world class customer service and true concern for my situation. Simply outstanding!
Over and above - duhmel
Just wanted to mention the out of the norm effort that Chris made for me last week. I left my glasses in the loaner care that I returned. I spoke to Chris and he had one of the valets check the car but they weren’t found. When Chris called me back to say that they weren’t found I mentioned that I was sure that they were in the trunk. Chris went out himself and checked the car and found the glasses in the trunk. I came back the following day to retrieve the glasses, thanks to Chris’ effort.
On the negative side, your process for owner’s checking on the status of completion of the service is very cumbersome. When I called in I was transferred twice and then told that I need to speak to my service advisor Luis who didn’t pick up his phone and told me to leave a voice mail. All I wanted to know was whether my car was ready and I would expect that this information was available on you computer system that the first person that answered my call could check as is done at most dealerships. This multiple call transfers winding up in voicemail is a poor outcome.
Best ever best sellers best deal you can find - Saleh Aqleh
Best seller and front desk every thing was 123 fast easy all the team knows what are thy doing lovely sale person thy keep the word and thy help you to the end love it so much the car is grate with Lexus car of 6 years and unlearned mileage and few month of free oile change on pre owned car that's like dream
Love to all I'm going back to get a car for freind soon
Great Services - Rebeca046
I recently lease a car at this dealer my experience here was excellent. I was looking for a car for a week in different dealer, Infinity they run my credit and they gave me a deal but it was to high and down a lot more. Then I when to Mercedes this people her had me waiting for three days so they can say at the end that they needed a cosigner I did bring the cosigner with really good credit and they where asking for too many papers took everything so at the end they said no. So I when to this dealer Lexus the sale representatives Enrique was really nice friendly, and with a fast service in less than an hour he approve me with a new car RX 350 something that I wanted. The service was fast and good in less than two hours I was driving out with my new car. I highly recommend this dealer with Enrique.
Laid back, attentive service! - karina!
Glauco and Abby were both so easy going and helpful! We went back and forth a few times during our decision making process, and they were both very patient and accommodating. Steve Garcia kept the jokes rolling during all the paperwork. We left feeling like we got great value, and had fun during the process! Thank you!
Lexus purchase - Lexi
Very friendly and went out of their way to make us comfortable with our purchase. There was a bit of confusion around purchase price and what we thought was agreed to but it was not substantial enough not to go through with the purchase.
Best car buying experience we have EVER had! - MLopez1120
Edwin was absolutely WONDERFUL! He possess in depth product knowledge and is very personable. We originally went to Keyes Lexus Van Nuys and had a horrible experience and we are so happy that we decided to go to Woodland Hills to complete the purchase of our 2 cars. Richard was also great. He gave us a fair price for our trade in cars and provided us the best price on the new cars. These two men, Edwin and Richard, are a huge asset to your company and they are the sole reason why we proceeded with our purchase at Woodland Hills Lexus. A+ customer service, A+ product knowledge, and A+ management. They made what is usually a stressful decision, a pleasant experience! Thank You!
Great Service! - Vicente Arzate
Josh was very helpful. They also had a loan vehicle there for me. Great service, will be returning when my next service is due. This dealership definitely takes care of their clients.
A genuine employee who was an absolute pleasure to deal with - jmcm_calif
This is the first time I have ever written a review for a sales person at a dealership, because I was so happy with the service I received from Mayra (I think they spelled her name wrong on here as Myra?) - that I wanted to share the experience with others.
As a rule, I hate dealing with car dealerships. Salesmen who are liars, sharks and dishonest people who are just trying to get the most money out of you that they can for the deal. What I got with Mayra was a breath of fresh air. A truly genuine, sincere and kind person who was as helpful as could be, was NEVER PUSHY and from start to finish made the entire process so smooth.
Mayra is the sales person that all of the other snakes should take a lesson from. She will have my business for years to come and I will be recommending her to anyone who asks.
George was very helpful in my recent service for our 2013 GS - Capnray
This was the first time I dealt with George Chen at Tustin Lexus in our 25 year history of being a part of the Tustin Lexus family. He was very precise in arranging the 35,000 mile service for my GS 350 F-Sport. I was pleased to hear that he has experience in after-market products for Lexus and plan on using that expertise. He expedited the service and was very competitive with Costco and Tire Rack for new tires for my F-Sport. The first Michelin tires were not readily available and we went with the OEM tires as replacements at a competitive price and it was all done by the COB of the same day.
Well done, George!
Vinci (Service Manager) is professional - Eland
The service department has a great customer service, Vinci (Service Manager) is professional and helpful, Always fast and friendly. I can trust that when I leave there my car has been handled by the best.
Amazing customer service at Valencia Lexus Dealership - Reese Harris
Just imagine. I picked up my elderly family at LAX and we were on an extended road trip to Yosemite in my Lexus RX450h when it died on the Grapevine near the top pf the Tejon Pass. It was on a dangerous turn on Hwy 5 with roaring semi's blaring their horns and passing our car with inches to spare. As we exited the car in the 100+ degree temp it quickly became obvious that we were in no small trouble. I arranged to have the vehicle towed and called the Lexus dealer in Valencia explaining our predicament, and could they help. Without hesitation the customer service person dispatched a courtesy van to pick up my family while I rode to the dealership in the tow truck. The courtesy van miraculously arrived at the same time as the tow truck - this was vitally important and "Wow" #1. When we arrived at the dealership a loaner RX350 was waiting for us ready to go, no questions asked. "Wow" #2. Our trip was perfect with many memories we'll cherish for years to come, and had it not been for the fast turn-around our trip could have easily been much less memorable. When I returned to the Valencia Lexus dealer with the loaner vehicle it was determined that no costs would be incurred on the car since the problem was the hybrid system overheating and there was nothing they could fix. In addition and for no charge, the Valencia Lexus dealer updated various recall warnings and washed and vacuumed the car. "Wow's," #3, #4, and #5. All I can say is the Valencia Lexus dealer customer department is amazing, and I have a very heartfelt 'thank you' to say to all involved. Great job everyone!!
In love with my new IS. - Alison Lynn
I picked up my new 2015 IS250 on Feb. 27, 2015 from Lexus of Thousand Oaks. I had emailed Grettel Perricone, Internet Business Manger, the Sunday before & we made arrangements for me to come in on Wednesday to see what we could work out. We sat down with Paul Vallis, Internet Business Manager, (Grettel was never far away) & we talked for a few minutes about what options & color I'd like, he said ok & walked away for a few minutes. As soon as he came back he told me what they could do for me & asked what I thought about it. I was shocked & so happy that I just sat there for a bit with the room spinning around me. If this sounds dramatic then my apologies but I'm just telling you how it went down. It was a very easy time for me. I test drove the car, Paul went with us & answered some of my questions along the way. We got back to the dealership, I met with Maryann Cord in finance, she is so awesome. Easy going, calm, nice. I felt comfortable the whole time I was signing away just being in her company. She is a real asset to the dealership.
Finally we met with Julie Kobayashi, Vehicle Delivery Specialist, who is a walking book of knowledge when it comes to what these cars can do. It's astonishing. She went over the basics with me, not to overwhelm me too much! She is the sweetest! (I'm still learning little things everyday that I had no idea of the day before).
Overall, my experience with Lexus of TO was a very positive one. I'm grateful for Grettel & her endless patience & kindness from Day 1. She has a very strong business presence about her, but at the same time she's truly caring of her customers. I can honestly say I recommend Lexus of TO to anyone with complete & total confidence that they too will leave feeling great.
Credible Salesman - First Time Buyer
This is the first car my wife and I purchased from a dealership. Our consultant, Dominic Lao get 100% of the credit for providing us with a Lexus meeting my wife's wishes at a fair price. Dominic was credible, honest, sincere and provided a balance between the dealership and our needs.
The finance manager, Lynn Slater, was efficient with the vast paper work even with this being a cash purchase.
Great Experience with Martin Riad - Bianca Acevedo
Martin Riad, the management and all the other employees were great! They were friendly, helpful, knowledgeable and not at all pushy. I highly recommend them!
Great service - fdelarue
Rick Corbin has always given total attention to any reasons why i had to service my car and has always provided me with great service. Only great things to say ! :)
Bad initial experience saved by Clem and Frank Lorusso - Nic123
Called Longo Lexus service department for service of my navigation system of my RX 350. The girl that answered the line denied a loaner for the day since the service would take no more than 2 hours, I then asked to speak to someone else or a manager to see if there could be an exclusion.
Instead of transferring me to a manager, she basically whispered "oh my god", then hung up the phone.
Needless to say, I was astounded by such customer service.
Unfortunately I had to fix my navigation system so had to bring my RX 350 into Longo.
When I told Frank Lorusso, he brought in his manager,Clem, who redeemed Longo Lexus service department by not only promising to look into the matter but also by fixing my car within 30 minutes. He further offered me to pick up my car by flatbed for future services.
After leasing with Lexus for the past 3 years I was ready to give up on them after being treated with such disrespect by the initial phone call, but luckily Clem saved Longo 's service department and earned them a 4 star rating.
Service you can count on. - JazMan
Customers for nearly 20 years going back to our first car when it was Bob Baker Lexus. We are now on our 4th Lexus plus a used 2000 Mercedes C230 that lasted forever. On the first Lexus, my wife broke down on I-15 around 2:00 PM, called a taxi to take her to Bob Baker (El Cajon) Lexus and walked out with a new car by 4:30 PM. Boy was I surprised when I received a call that she had broken down on the highway, but not to worry, she was buying a new Lexus. Good people, good service and good cars.
Excellent - wsm
I recently purchased a certified pre-owned Lexus from Lexus of Marin and found the experience to be a pleasure. The process of testing and buying the vehicle was easy, and at no time did I feel any pressure.
Within a few days of buying the car, it was scratched while at work. I was encouraged by the sales staff to let their detailing specialist, Michael, have a look at it. Michael made time around my schedule, was extremely helpful, and had me in and out of his shop in 30 minutes. He knows his stuff and is very particular about his work.
I would not hesitate to recommend Michael for any detailing needs.
Motor City Lexas is Top Notch - DianeAZ
We came in to test drive a Lexus NX 200t and we were greeted by a salesman named for Faraz Ahmed. He was pleasant and very knowledgeable. There was absolutely no pressure which was appreciated. He never said , "what will it take to get you in this car today" like every other salesmen we have talked to! He was amazing!
Once we had picked out the car we wanted, we met with Richard in the finance dept. Again, exceptional customer service. Richard was beyond patient with me explaining all of the numbers and going over different scenarios, until I was comfortable with my monthly payments.
Motor City Lexus exceeded all of my expectations and I would highly recommend. I love my new car!!
Bought pre owned car - Rpj4
Lexus Carlsbad had excellent service and Richard Scioscia made our buying experience effortless. He is very knowledgeable and easy to work with. He listened to our needs and showed us potential cars that fit our specifications. We give LEXUS Carlsbad and Ricard 5 stars.
Very disappointed service, no call back. - Jon H
Unsatisfactory. I’m a first time Lexus owner so this is big disappointment. I took our RX 450h in to Lexus Escondido for the 10K mile service. The only problem we wanted them to fix was the driver-side sun visor. It is hanging down about 1/4 of an inch and it shakes every time we go over the slightest bumpy road. Chris at Lexus Escondido said that the Tech tightened it and if we have anymore problems to let him know. We didn’t even get out of the parking lot and I saw it was still the same.
Very unsatisfactory. Right away we got him to look at it again and he said that it was not right and took a video of the play in the visor for Lexus to review. He said that he would get it ordered and call me when it came in. 6 weeks went by without a call. I called him, got his voicemail, left a message. I never got a call from him.
Extremely unsatisfactory. After a week, called him again and he apologized and said that he would look into it and call me back that day, which was a Friday. For the second time, I never got a call from him.
Completely unsatisfactory. The following Tuesday, I called and asked to talk to the service manager. She apologized and said that she would personally look into it and take care of it. Later that day, Chris called and said that Lexus said that it was within limits and that he was trying to see what they can do about it and would call me back the following day. For the third time, I never got a call from him.
To sum it up, the bumper to pumper warranty is BS. The visor was not like that when we bought the car. The right visor is not like that. Our neighbors Lexus RX 350 visors are not like that. But Lexus Escondido will not make it right. It is not right now and it will only get worse as time goes by.
I have had to waste way too much of my time with this problem. Very, very disappointed in the service received from Lexus Escondido. I will not do business with them again and my neighbors said the same thing.
I don’t expect this to go very far because I know they pay a lot of people to write great reviews and they take down the bad ones. But people need to know that when the salesman says: The Basic Warranty coverage is for 48 months or 50,000 miles, whichever occurs first.
This warranty covers repairs and adjustments needed to correct defects in materials or workmanship of any part supplied by Lexus.
This is clearly a defect that they have decided NOT TO COVER.
Used car purchase - Bert123
in April I purchased a vehicle from the used car department and the transection went very smooth I was extremely pleased however when it came time to purchase an extended warranty he everything changed I try to get the person on the phone to cancel the warranty and there was no response I had to go there twice in person and I am still trying to get my refund back also the plates were sent to the wrong address and it's been a nightmare dealing with the finance apartment and getting my refund back
Their low unacceptable service has damaged Lexus reputation - THY TA
5000 miles service was perfect. My wheels were free from scratch after tire rotation.
10000 miles service was bad and my last visit at this location unless I have warranty service.
Three of my wheels got bad large deep scratch, and even chip at the holes & edge to insert nuts. Obviously, they did not use right tool which were either short socket or long socket without protective plastic.
It took me 4 phone calls before service manager was available to talk to me on the phone.
Once I brought the car in, I believe I met service director and he agreed to have wheel specialist to fix them next week. The thing bothers and makes me unhappy still is his 2 additional comments.
1. The scratches are expected to happen during tire rotation sometimes. I wonder if any customer would let his dealer to touch their cars if he says that to them. His team did not do a good job which damage Lexus reputation and he should find way to improve and fix it.
2. He suggested that he will refuse to do any service relating to the wheels for me in the future. I wonder he is afraid that the wheel fix would not last or am I such a picky customer in which is he afraid to deal with. Well, his dealer already lost my trust and I would not let any dealer touch my car unless it is free service or warranty service since my best friend happens to be the best mechanic.
Horrible service. Car delivered damaged and dirty. - Bay Area Person
Recently we have been having nightmares with this dealership when bringing our cars for maintenance services. Repeatedly our cars were delivered in dirty messed up condition after the service orders performed. ( e.g. Paint scratches, greasy marks left in interior, damages to tires and rims...etc.). QUality Control has been substantially neglected and monitored at this place. Lexus should be ashamed to have this place operated under its name. Do not recommend anyone to come here for maintenance service needs. We will never come back here for business ever again!.
Service of vechile - NatEs350
Let me say this, I have been coming to this specific dealer for years. I went to the Tustin dealership when I first bought my car and the service was mediocre. I was just another car to get in and out.
At the Cerritos location, with Dorothy Lunney it has been the exact opposite. She is attentive and gets my car handled. She always makes me feel she is fighting for whatever I am asking for to get looked at or repaired. When she delivers my car, I have no complaints.
Dorothy is a sweet, professional woman that cares about customer service. She will do anything that is in her power to help the client with their requests. As far as I am concerned, she goes above and beyond. If you can work with Dorothy, you're in great hands!
What a terrible experience - jackSD
What a terrible experience at this dealership. Avoid at all costs.
My mom from out of town was test driving ES350. She made a wrong turn since she was nervous (not familiar with the car and streets in SD) and couldn’t quite understand the salesman’s (Chuck) directions to return to the dealership. Chuck then reached over to stop the vehicle at the intersection, ordered my mother out of the car to switch seats with him, and then decided to aggressively raced down the surface streets (with my 5-year old in the back seat) as an attempt to intimidate/display his annoyance.
I immediately dismissed Chuck after he intentionally put my family in danger. Afterwards I proceeded to go inside the dealership and asked to speak with Chuck’s manger, Jim Buck. By that time Chuck had already fed Jim some lies (how my mom blew a red light, putting the car and himself in jeopardy) so my concern and feedback fell on deaf ears. Jim wasn’t interested in hearing me out and basically told me to beat it, condescendingly.
Your experience may vary, but do you want to chance it with these nasty individuals? These two employees of Lexus San Diego have single-handedly changed my perception on the Lexus brand. No customers should be treated the same way my family was treated, especially not from a luxury brand.
Can't call it a "Service" department! - TonyFio
Earlier this week we made an appointment for today, Sat, at 11am. On arriving a few minutes early, there was a line of 7-8 cars in the appointment line. I wandered around and asked multiple employees about getting service and was told to just wait in the car. During a 20 minute wait, except for one car that was moved forward, there was no attention to customers in the line.
We finally gave up waiting, figuring if it took that long to get cars into service, what chance was there that the work would be completed today (simple 5000 check up, wheel rotation).
I understand that Saturdays are busy, but what's the point of having customers make an appointment if it doesn't mean anything? Don't make the appointment if you don't have the staff to support it!
nd RX - Napa RX owner
Bob Cascarino sold us our second new RX. In 2005 John Satter and Bob sold us our RX 330 and in Feb 2016 Bob sold us our (second) new 2016 RX 350.
We waited almost 16 months anticipating the new RX and its features. Bob was very patient with us knowing he would eventually help get us into the new RX.
Bob assisted us in ordering the car exterior and interior colors and equipment we wanted. It was made to our specifications and Bob kept us informed through the six-week wait.
Lexus of Pleasanton Service department has always been outstanding keeping us informed and on-scheduled return of the auto when in for service.
I would certainly purchase another Lexus from Lexus of Pleasanton and partivularly from Bob Cascarino.
Buying a new car was, and has been in the past, a great and low-key experience. This is how new car buying should be at all dealerships
Plain Lies - SupplyChainer
I was in the process of purchasing a new GS350. I called and the sales guys (I think it's Hancock) told me that he's offering be $3K below invoice, which is a great deal because of end of the month. I declined. He called back again on the last day of the month and asked me to name a price. We agreed on a price, but he quickly backed out stating that the car was sold. I do appreciate the fact that he lied to me, rather than baiting and switching when I arrived at the dealership. The fact that the vehicle is still at the dealership 3 weeks after he told me that it's sold (VIN:JTHBZ1BL1GA003892) is still available on the lot. I called and had them physically verify that it's still on the lot.