Lexus Escondido

I purchased a car from this dealership in Dec 2019. In May 2020 at a routine service, I was told that the tire tread was low and they never should have sold me that car with those rear tires. It was deter May 2020 at a routine service, I was told that the tire tread was low and they never should have sold me that car with those rear tires. It was determined they would cover the cost of 2 new rear tires, and I ended up purchasing 2 front tires as well. I did not get the car back for 10 days, but the tires felt fine once I finally got my car back. Here we are, Sept 2021, and I take my car in for some routine maintenance and I'm told that the rear tire tread is dangerously low and I need to have them replaced. I have put 16K miles on these Michelin tires that are warrantied up to 45K miles. I reached out on Sept 23rd and was told that they were busy but would call me back, no call. I reached out on Sept 24th and was told they were too busy yet again, and the receptionist said that she HOPED someone will call me back (which is an unacceptable response because she should have ensured me as the customer that I would get the assistance I asked for). I finally text the person who helped me with initial tires, he said basically there was nothing they could do since they paid for the tires. He also tried to justify this by saying to cut the warranty time in half due to not being able to rotate the tires, which is still another 6K miles from now at this point so that makes no sense. This is completely unacceptable. I filed the warranty claim with the tire manufacturer, and still Lexus Escondido is unwilling to help or have management call me back even though I have asked multiple times. Well now a complaint has been filed with the BBB because clearly they do not care about their car owners satisfaction in their ability to deliver proper customer service. More

Should have better customer service. I went in to see a car I saw on the website for my son. The price was good and the mileage. So we went in like at 6p.m. we asked about the car they brought it so we can car I saw on the website for my son. The price was good and the mileage. So we went in like at 6p.m. we asked about the car they brought it so we can look at it. We liked it went in did paperwork. Not once did they offered for us to take it on a test drive. They did not wash it. The fuel tank was 1/4 full. I ask for a complimentary oil change, they said NO...this is the worst service I expected from a Lexus dealership. I have bought cars before and they fill up the gas tank, make sure the car is washed and explain to you how to use all the function the car has. But, this dealership...nothing...and we did give a big down payment. Management needs to step up and do something about it. Sadly, poor, the worst experience of this dealership. More

Don’t be fooled by the lipstick on a pig dealership. Yes it’s a beautiful dealership with lots of things to attract your attention. The reason is so they can keep you from focusing on their shady business p it’s a beautiful dealership with lots of things to attract your attention. The reason is so they can keep you from focusing on their shady business practices. I bought a Certified Preowned 2018 Es350 with 17,200 miles a few months ago. After carefully inspecting the car and test driving it I was happy to purchase the vehicle. I noticed that the leather had a few small tears and a stain in the paint under the trunk. I was ok with these flaws but was surprised that it had those considering it was a CPO. I agreed to buy the car so they took it back to get all cleaned up while I completed the arduous process of signing the paperwork. Once we walked out to the car I immediately noticed damage to the rear bumper and notified my salesman Garett. He shrugged his shoulders and said it was there before. I disagreed but had just signed the paperwork so I was screwed. So I left. A couple months later it was time for the 5000 mile complimentary service. So I made a 7:00 am appointment. I arrived at 6:45 am and was ignored by the people working there until I forced my way into being attended to after 45 minutes. I then spent 30 minutes with David Alvarado so he could type in all the information he should of had because I literally bought the car from them just a couple months prior. Then a 45 minute wait to get a loaner vehicle. It took 2 HOURS FOR AN OIL CHANGE!!! I was notified at 2:00 pm that my car was ready and that it had a dented oil pan and they recommended I replace it at my cost because the extended warranty didn’t cover it. There is no way that is possible. I drive 95% freeway and I baby my car. The oil pan was dented when I bought the car. It’s their way of providing some Bogus “certification” that the car has passed a 161 point inspection and is near new. It’s a lie and a scam. They’re just another money hungry shady used car dealership out to maximize profits at the buyers’ expense. Avoid this place at all costs!!! More

Myself, several family members, and friends all have nothing but the best experience at Lexus Escondido, especially with Omid Salem! He is Fast, efficient, reliable, and honest👌He's your guy! nothing but the best experience at Lexus Escondido, especially with Omid Salem! He is Fast, efficient, reliable, and honest👌He's your guy! More

I bought a used car and was promised a detail. I’ve been trying to cal Patrick for weeks now he will not return calls. I will now be calling a manager. He was great to work with when buying my car but not n trying to cal Patrick for weeks now he will not return calls. I will now be calling a manager. He was great to work with when buying my car but not now that I need something. I am not getting the Lexus experience I was hoping for like I got with BMW: More

This has to be the worst service department of any dealership I’ve dealt with. They charge you to check out what you’ve already told them was wrong. Frank was not helpful, disrespectful and chastise dealership I’ve dealt with. They charge you to check out what you’ve already told them was wrong. Frank was not helpful, disrespectful and chastised me for not bring my Lexus in every six months to have my car serviced and have routine maintenance performed at a minimum of $190 a visit for “diagnostic evaluation or some bogus charge. I bought this car with a Platinum Lexus warranty. I have owned Toyota’s, Honda’s, GM products a Mercedes and various other cars or trucks. Each have had different maintenance schedules from 15,000 to 100,000 mile plus intervals. Never every 5000 miles or six month with a set fee. I’m calling BS. I bought this car banking on it being low maintenance and it’s longevity. 5 months ago I got a new hybrid battery. That’s when this problem began, hmmmm. More

I purchased my vehicle July 2020. I was given a 3 month paper tag. I called the DMV on 10/08/2020 because I still didn't receive my license plate. They had no record of my car on file...not with my vin...n paper tag. I called the DMV on 10/08/2020 because I still didn't receive my license plate. They had no record of my car on file...not with my vin...not with my paper tag number. They said the dealership did not send them the paperwork. I called Lexus Escondido right after and spoke to Karen, the person who sold me the car. She said she would contact the finance manager and have someone call me that day. I received no call. On 10/09/2020 in the morning I called Lexus Escondido and spoke to Priscilla and explained to her my situation. She said "Margie" was on a call at the moment but she would forward my information to her. I called Lexus Escondido AGAIN hours later and spoke to Priscilla and she told me the same thing she told me earlier. So I decided to drive there since this is an urgent matter...that I had no control over. When I get to the dealership I'm seated and wait a good 30-40 minutes before Colin Jones the finance manager decides to finally talk to me. And he says he doesn't know what happened to my paperwork and it must've been a computer glitch to cause my paperwork to not be sent to the DMV. He said they were about to close, and the "dmv lady" wasn't there. He said worst case, he would give me a loaner vehicle. I told him I live in Chula Vista, and I work as a health care provider all weekend, long hours, my husband is a healthcare provider as well and works all weekend too and we could not drive back to Escondido due to our work schedules before my tag expires. He assured me he would have someone bring to my home a loaner vehicle. I told him that whenever I called him, I was told "Margie is on a call". He told me Margie didn't even work that day. So I got lied to and was given the run around. He gave me his cell phone number and told me he would be reaching out to me, and to call him if I had any questions. So imagine my surprise while at work the next day I get a voicemail from a staff (Andrew) at Lexus Escondido saying they have a loaner vehicle ready for me to pick up. I called him back and told him I'm working and Colin told me he would have someone bring the loaner to my home, Andrew said he would call me back. He never called back. Sunday, the same thing happened again, this time Karen leaves a voicemail saying I can come pick up the Lexus loaner, and she would fill up my gas tank, and give me a gift card for their restaurant. I call her back and explain to her that I told Colin I am working all weekend and will not make it before they close to get a loaner car...she said she would call me back. She never did. I called Colin, considering he gave me his personal cellphone number, he never picked up or called me back. They are liars, and so inconsiderate of other people and their time considering they didn't do their jobs. So now what? I'm supposed to sit here CARLESS not to mention paying for a car I cannot drive. Or maybe they want me to risk getting pulled over by the police for an expired license plate? I have gotten the run around from Lexus Escondido from the very beginning!! This is ridiculous. I did nothing wrong! They were quick to take my money from me to get this car. But now when they made an error, they don't want to step up and help resolve my issue?? I CANT DRIVE MY CAR!!! More

Highly effective negotiator salesmen I was very happy to buy my 2020 NX-300 from two professional salesmen. Sam and David, came down to my affordable price. I was very happy and pleased w I was very happy to buy my 2020 NX-300 from two professional salesmen. Sam and David, came down to my affordable price. I was very happy and pleased with both of them and I want to thank them for second opportunity to own Lexus vehicle. More

Buyer beware of Lexus warranty on windshield chips, dent repair and tire/rims. Service manager, Ron does not have the professional skills to be any type of manager. He should be fired as he is a disservice repair and tire/rims. Service manager, Ron does not have the professional skills to be any type of manager. He should be fired as he is a disservice to the Lexus company. I took my car in to have a window chip repaired under my warranty and took it back the next day to show them that it looked funny and it just did not look right at all. The advisor took a look and assured me that it was filled/repaired and I was good to go. Within a weeks time (approximately 5 days) there is a big 12 inch crack going up across my passenger side window. Sent a picture to the advisor and asked him how are they going to take care of this. He said it was beyond their repair and he emailed me a quote on a whole new windshield replacement at MY expense! I did not want to deal with Ron the service manager due to a previous issue about a paint issue I had on my car and he was okay with me being told to use paint thinner to clean my car by the auto detailer and the service advisor all while the same time he rudely told me he is flagging my account so I that I won't receive anything "for free" at this dealership, along with rudely telling me to bring back "his rental" by 5 pm or he will start charging me etc.. So with that being said with out all the details, I knew I did not want to deal with him and his lack of customer service skills, I called the Lexus customer service. Told them I had an urgent matter and was getting no help from the dealership. The gentleman from customer service said he spoke to Ron and he couldn't understand why he was giving him such a hard time and was not willing to help in any way. So the customer service person reached out to the GM, Matt. After a few days, I didn't hear from him and I called and left a couple messages after 3-4 days. Still nothing. So I had no choice but to purchase a new windshield out of my own pocket. I finally called back to set an appointment to meet with Matt and we finally got to talk about this issue. This occurred yesterday and he never gave an apology for one, he never apologized for not returning my messages etc.. He never offered to reimburse me for the windshield replacement, he also did not care that I was told to use paint thinner to clean my car. There was nothing offered to resolve the matter. There were plenty of ways to address the issue that they caused. I asked for my warranty money back because I did not receive the service I paid for. Matt gladly said he will do that and later in the day he will reimburse that me. Then he sends me a text afterward and says he can't issue me the money in return but can place on the back end of my car loan. So he did not keep his word and I still am not asking for any other compensation and I still need to have the windshield calibrated for $576 that again, they still are charging me to have done there after all this. It's been hassle after hassle. I feel horrible for the owner to know that these are the men in charge of her customer service for high end luxury vehicles. And here I sit and wait to hear anything/something back from anyone from the dealership... Buyers, Please do not purchase any of this dealerships warranties as they can change and make different rules. I am still dealing with Matt in getting my money back for the warranty as he last gave his word and now it’s been noting but hassles. Matt and Ron are the worst persons to represent Lexus. Any other Lexus will go above and beyond because they care for their customers but obviously not this More