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821 Reviews of Lexus Santa Monica - Service Center
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January 21, 2018
Christopher Young at Lexus Santa Monica review I highly recommend Christopher Young at Santa Monica Lexus. He was very informative through each identifying issue that needed to be done with my ser I highly recommend Christopher Young at Santa Monica Lexus. He was very informative through each identifying issue that needed to be done with my service. More
by M Altieri
Employees Worked With
Christopher Young
January 12, 2018
NO LONGER A SATISFIED CUSTOMER The level of service at Santa Monica Lexus has sunk to an all-time low. At one time, their customer service was incomparable and spectacular. Not any The level of service at Santa Monica Lexus has sunk to an all-time low. At one time, their customer service was incomparable and spectacular. Not anymore! I took my car in because I was having problems with the climate system. My service adviser, Victor Jimenez, gave me a rental and said he would contact me when it's fixed/ready. Being that the car is a 2010 with an extended warranty, I was told they needed to further test it and would call me when it was ready. Over the course of 5 weeks, Victor somewhat communicated with me via text. I had left several phone messages and zero was returned. I finally received a message that I needed to pick up the car, otherwise I would incur storage fees. When I called back, I was told Victor left Lexus over a month ago. xxx! What about customer communication and quality control? Why didn't someone notify me sooner? All the while I presumed Lexus was dealing with warranty issues and I would be notified when the car was ready, but nothing was being done. I finally received a call from one Daniel Cabrerra, who is supposed to be the general manager, but could not provide me with a justified reason as to why nobody called me. He tried to pin it on me by deflecting blame and I reminded him that it’s not my job to keep calling and calling. It is Lexus’ job to notify me and provide me with updates as to when the vehicle will be ready. It's not my job to keep following up. Angel was my guy in the past and nobody compares to Angel, except for Douglas, who I was informed is no longer there, as well. In addition to the horrible and unacceptable customer service, my gas tank was on "Reserve" when I got it back. This leads me to believe someone drove my car without my authorization while it was SUPPOSEDLY being serviced. In addition to an empty tank, my car had three VERY obvious dings and marks that were not there before. I called Daniel Cabrerra again, and never received a call back to resolve my issues that Lexus Service Department created. Also, I was told my battery didn’t pass the load test, which is a crock of crap because last year around this time, I was told the same thing by Lexus and I immediately took it to Cal Automotive, who is HONEST as the day is long, RELIABLE and QUICK and purchased a brand new battery for half the price. Lexus Santa Monica is a complete and utter DISAPPOINTMENT with HORRIBLE customer service and a worthless service manager. From now on, I will go to Jim Falk Lexus in Beverly Hills and rekindle my professional relationship with Angel Flores! He’s competent, thorough and reliable! More
by julsgaughan
Employees Worked With
VICTOR JIMENEZ, Daniel Cabrera
December 10, 2017
pressured by salesmen The service department is through but I don't appreciate being double teamed as soon as I arrived by the service representative and the tire represen The service department is through but I don't appreciate being double teamed as soon as I arrived by the service representative and the tire representative at the same time. I am a woman and it made me feel that you were only after me spending a lot of money at your dealership not so much as my personal needs. More
by customer
Employees Worked With
Enrique Carvajal
December 06, 2017
good experience with Service consultant. I came to Santa Monica, Nov. 29 for my 12 month service on my leased car. Ray James was extremely helpful and courteous. He had a loaner car ready f I came to Santa Monica, Nov. 29 for my 12 month service on my leased car. Ray James was extremely helpful and courteous. He had a loaner car ready for my while my car was being serviced. making the transaction fast and smooth. He immediately left me his contact phone #. In case I needed it., Sure enough, I had trouble getting the loaner started at one point. He was more than helpful and patient to "walk me" thru successfully. We had good communication, establishing the right time to pick up my car, I live out of the Santa Monica area, therefore making best use of my time. I will be sure to look him up next time my car is due for service. Needles to say that your valet manager, Jesus "Chui" is just as a wonderful person More
by margarita
Employees Worked With
Ray James, and Jesus "Chui"
December 04, 2017
It was for scheduled maintenance on my 2 year old Lexus 300h Adriane Marmolejo was great at getting me in-out in short fashion -- provided pick-up and drop-off service, to my office, all with a smile AND tasty s Adriane Marmolejo was great at getting me in-out in short fashion -- provided pick-up and drop-off service, to my office, all with a smile AND tasty snacks at the dealership -- Lexus Santa Monica is a great place to buy a car -- GO FOR IT! More
by Jeff Murray
Employees Worked With
ADRIANE MARMELEJO
December 04, 2017
Great 1st Time Experience I came in for my 10,000 mile service and chose to wait. I was able to sit in a private office with a desk and comfy chair with a big window overlookin I came in for my 10,000 mile service and chose to wait. I was able to sit in a private office with a desk and comfy chair with a big window overlooking the lobby/general waiting area. While waiting for my car to be serviced, I was able to get a lot of personal work done. More
by slew107
Employees Worked With
Carlos Pelayo
December 04, 2017
Great service department! I come to this location for routine maintenance. Easy to schedule an appointment and great/fast service. Carlos Pelayo was super helpful! I'll be back I come to this location for routine maintenance. Easy to schedule an appointment and great/fast service. Carlos Pelayo was super helpful! I'll be back again. More
by Melissa
Employees Worked With
Carlos Pelayo
November 30, 2017
smooth Patrick Levenson met me at the drive up and let me know he would see that any concerns will be taken care of. He also let me know when my next service Patrick Levenson met me at the drive up and let me know he would see that any concerns will be taken care of. He also let me know when my next service was due. More
by mic
Employees Worked With
Patrick Levenson
November 30, 2017
very good service experience Ray James was my service advisor. He was very helpful and went out of his way to make sure my car was in perfect shape when he returned it to me. Ev Ray James was my service advisor. He was very helpful and went out of his way to make sure my car was in perfect shape when he returned it to me. Even though I came in without an appointment on a really busy day, i got a loaner right away and the overall expetience was positive. More
by drivegirl
Employees Worked With
Ray James
November 29, 2017
New Lexus Owner w Service Needs I am a skeptic when it comes to dealer service centers, but Christopher Young in the service department made my experience pleasant from start to fini I am a skeptic when it comes to dealer service centers, but Christopher Young in the service department made my experience pleasant from start to finish. The only thing that I want when I have an issue with my car is someone who is nice, professional, communicative and who cares about why you are there. Chris was all of that. My USB charger wasn't working, seemed like an unimportant thing. But when your car is new, it bugs you. Chris didn't approach it as a small issue, but simply handled it. It was great. I also want to mention Giovanni with Enterprise. Also, super nice and professional. Glad to be a Lexus owner. More
by pjkimster
Employees Worked With
Christopher Young and Giovanni with Enterprise.
