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821 Reviews of Lexus Santa Monica - Service Center
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March 21, 2018
Efficient I had ordered special rims when I leased my car a year ago but never picked them up to install. Even though the purchase order said that it had to be I had ordered special rims when I leased my car a year ago but never picked them up to install. Even though the purchase order said that it had to be completed within 60 days Tim, the service rep, took care of it, ordered the rims and they were installed the next day. More
by Lexus#7
Employees Worked With
Tim Nelson, Roxanne Colatrella
March 19, 2018
As scheduled I was taken care of as scheduled, on time. My service representative, Sam Neal, was knowledgeable and helpful. The waiting area was clean and stocked I was taken care of as scheduled, on time. My service representative, Sam Neal, was knowledgeable and helpful. The waiting area was clean and stocked with coffee. My car was ready to go a little sooner than quoted. I’m a happy customer. More
by Beth
Employees Worked With
Sam Neal
March 12, 2018
Refuse to replace recalled panels after employee mishandled The Santa Monica, CA Lexus dealer and Corporate Executive Office, REFUSE to replacement panels due to employee mishandling of order. I first made cont The Santa Monica, CA Lexus dealer and Corporate Executive Office, REFUSE to replacement panels due to employee mishandling of order. I first made contact with Lexus of Santa Monica in October of 2016, regarding the panels with Service Assistant Victor Jimenez, he told me to come in for an inspection and told me it would be a while until the panels came in because the factory in Japan was running slow and he already had a customer who had been waiting several months. He told me to call in and check with him every three months or so, and I did exactly that. I would leave voicemails and he would call me back most of the time. Every time we spoke he would give me an update mentioning some customers were waiting over a year, and the factory delayed and at times halted production, and he would call whenever the panels arrived. I called in on 2-19-18, and asked to speak with Victor and was told he was no longer works with Lexus of Santa Monica. A woman needed Lorraina Flores, took the phone call, she very quickly told me there was no record of the panel being ordered their system, I replied no way there must be some mistake I have been speaking to Victor about this for order a year now. Lorraina replied there were was no order in the system and there was no text communication regarding the replacement. I was shocked and asks why would I have texted him about the replacement, I only text him when I was bringing the card in for service there was an issue and it just so happened that we discussed the replacement over the phone and in person and I didn't think I needed to document the conversation because the car has had several recalls and I have had them all and never had a problem, I would have never foreseen something like this. Lorraina also told me she was unable to contact Victor and insinuated I was not the only person this has happened to, she then told me I could reach out to corporate office where I was given the complete run-around for about a month. I first spoke with several customer experience representatives a woman named Cassy then it was "escalated" to Brook Malacen, then it was "escalated" to Marion on 2/21/18 and finally ended with Executive Corporate Office, a very koi and dismissive woman named Lindsey Tor, who told me there is nothing she can do and it is not a corporate problem the best thing I could do is to call the dealer back. What do I do? Do I sue Lexus? I called the dealer back and left a third message for GM Matt Uger, but I have not heard anything back from him, it looks like they are very much aware of the foul play by their employee and don't want to accept responsibility and be held accountable for their employee's actions. More
by password
Employees Worked With
Victor Jimenez
March 05, 2018
Professional and Helpful Service Team I took my car in for normal service (30,000 Mile) and detailing due to minor paint scraps. Adriane Marmolejo was extremely helpful and made the exper I took my car in for normal service (30,000 Mile) and detailing due to minor paint scraps. Adriane Marmolejo was extremely helpful and made the experience fun and easy. I love the service team at Lexus Santa Monica and would recommend them and especially Adriane to anyone. More
by Ryan J Knudson
Employees Worked With
Adriane Marmolejo
March 01, 2018
Recent routine service & trouble-shoot of electrical problem Patrick Levenven always provides professional client service and takes the best care of my 2006 Lexus SC430. The service was efficient as always. Tha Patrick Levenven always provides professional client service and takes the best care of my 2006 Lexus SC430. The service was efficient as always. Thank you, Patrick. More
by DAB
Employees Worked With
Patrick Levenson
March 01, 2018
Great staffs! Sam Neal was best! I took my Lexus LS460 for oil change. He didn't sell any extra services so I can trust him! (last time other guy selled me lots Sam Neal was best! I took my Lexus LS460 for oil change. He didn't sell any extra services so I can trust him! (last time other guy selled me lots of extra services....) I will going back with my LC500 this week for maintenance. More
by Go
Employees Worked With
Sam Neal
March 01, 2018
Professional and very responsive tp customer George Morales is a dedicated and caring individual and provided me with excellent service. He went above and beyond in answering my questions and in George Morales is a dedicated and caring individual and provided me with excellent service. He went above and beyond in answering my questions and in assuring my needs were met. I appreciated his sincerity and professionalism. More
by Lexus Lee
Employees Worked With
George Morales
February 28, 2018
service with a smile My maintenance visit went very well. Partrick Levenson was very helpful, professional, and made my experience painless. My service was completed in a My maintenance visit went very well. Partrick Levenson was very helpful, professional, and made my experience painless. My service was completed in a timely manner and ready for pickup in less than two hours. More
by michael nelson
Employees Worked With
Patrick Levenson
February 26, 2018
Couldn’t have asked for a better experience Hands down the best service experience ever. Adrianne Marmolejo took care of me in an efficient, timely, and professional manner. The estimate was ac Hands down the best service experience ever. Adrianne Marmolejo took care of me in an efficient, timely, and professional manner. The estimate was accurate. The car was washed, running smoothly, and returned to me super fast. More
by Yourmom
Employees Worked With
Adrianne Marmolejo
February 26, 2018
Satisfied Christopher Young offered the type of service I expected, but rarely received. I expected the service manager to be knowledgeable, and honest. Did Christopher Young offered the type of service I expected, but rarely received. I expected the service manager to be knowledgeable, and honest. Did the well, and not trying to hook me for service that I did not need or want. I do not like to be hustled. A satisfied customer, Wang More
by Wang
Employees Worked With
Christopher Young
