Longo Lexus

Two Incidents of Bad Customer Service Within the last three weeks, I took two of our vehicles for service, 2018 IS300 and 2018 RX350L and had two terrible customer service experiences. Within the last three weeks, I took two of our vehicles for service, 2018 IS300 and 2018 RX350L and had two terrible customer service experiences. First Incident - scheduled an appointment for my IS300 regarding a bad/chemical smell when the A/C is on. Service advisor Taylor SH helped us since Robin Ho is not available. The car was in the service area when I talked to Taylor regarding the issue. She immediately diagnosed the problem as air cleaner and need to have the A/C components cleaned. She gave me a quote of close to $300. I told her to have the technician check it first and to give me a call of his findings. But Taylor insisted that it is the air cleaner and the A/C needs a cleaning (I can’t fathom how a service advisor can override the automotive technician on the car’s problems). I just decided to have the car pulled from the service bay since I can’t get my point across to Taylor and I felt like she wanted to have the sale rather than providing good customer service. I wasted my afternoon that day and still ended up with a car with a bad A/C smell. Second incident - scheduled our RX350L for a 15K service on a Friday afternoon and had my wife dropped off the car. We requested a loaner since my wife has limited time that day (she came from work) and have a seminar the next day. Again Taylor SH, was the service advisor since Robin was off by the time my wife got there. Taylor mentioned that the loaner should be brought back the next day. Since my wife has a work seminar the next day, she mentioned that she might be late and might not make it before closing. Taylor again insisted that the loaner needs to be back the next day and even mentioned that our service was a “baby service” and does not warrant a loaner. She even suggested just to wait for it. Out of stress and frustration, my wife decided to pull our car back from the service bay and cancelled the service. The frustration arises since she only had limited time and busy with her work and felt that her needs were not accommodated and considered. She felt that Taylor has no compassion towards her customers and only concerned of what is convenience to her. I barely write reviews, nevertheless bad ones but had to do it this time. We have been going to Longo Lexus for the past 15 years to service four of our Lexus cars which majority were bought there. We had excellent relationship with Jennifer Nam, service advisor and Victor Reyes, fleet sales manager. Unfortunately for us, Jennifer was promoted to a higher position (I can see why Jennifer was promoted, it was because of her excellent customer service skills. She still even help us schedule our service appointments even though she’s in a different department). We never experienced these kind of frustrations with Jennifer and always had an excellent service from her. Now, we are doubtful if we can still take our cars to Longo Lexus for service after these experiences.☹️☹️☹️ More

EXCELLENT BUYING EXPERIENCE!!!! Excellent Service, in and out in less than 30 minutes. STRESS FREE, HASSLE FREE TRANSACTION.. George was fantastic. Honest, jovial, attentive and just Excellent Service, in and out in less than 30 minutes. STRESS FREE, HASSLE FREE TRANSACTION.. George was fantastic. Honest, jovial, attentive and just wonderful to deal with. Everything went very smoothly. He really listens and he cares about his customers. He's a straight shooter, he won't try to push anything on you. I would definitely recommend him to my family and friends. Will definitely get my next Lexus with George. More

Great experience George Kantanto was very patient and helpful with my purchase. I would definitely recommend George to help with a Lexus vehicle. Thank you George, for George Kantanto was very patient and helpful with my purchase. I would definitely recommend George to help with a Lexus vehicle. Thank you George, for all your help. More

My family got kicked out! My family went to visit Longo Lexus this late afternoon to look for car models for future purchase. My husband went to the front desk to ask for the c My family went to visit Longo Lexus this late afternoon to look for car models for future purchase. My husband went to the front desk to ask for the car showroom and got directed to go down to the basement. We did not ask for a salesperson to go with us since we are just looking at different models first, not sure if we are buying it today yet. When we were almost done, a salesperson Victor Reyes approached us. He asked my husband if we have a salesperson come down with us. My husband said no. Victor said we should have a salesperson follow us and cannot come see the cars by ourselves. Victor made us feel like we are trespassing and we are not welcomed at this dealer. This made us very uncomfortable. So my husband said to us in our home language that we should go home. Victor then accused my husband that my husband is calling him names, which is not true. He does not know our language and assumed my husband is calling him names. My husband kept saying he did not call him names and Victor kept arguing rudely with my husband that he did. Victor said he is going to call the security to kick us out. We walked out ourselves and my husband told Victor he is going to complain this to the manager. Victor said he is the manager but he actually is not. Then my husband went to the front desk to ask to speak to the manager but was told it would be a long wait. So, we headed home. When my husband called the "real" manager Craig Wolson on the phone, Craig kept backing up Victor and said Victor would never say those things to a customer. That made us feel that we are lying and we made things up. If there were a CCTV at the showroom with sound, that can be the proof. Craig kept wanting to hang up, he told my husband multiple times on the phone "end of conversation" to shut my husband up. This shows Lexus has very poor customer satisfaction training to their staff, and very poor management skill training to their managers and supervisors. If I were the manager there, I will listen patiently on the phone to let the customer vent. I will tell the customer that I will talk to Victor and will make sure something like that will never happen again to another customer. And then, I will offer an apology. But none of the above was mentioned on the phone. Poor job Victor Reyes and Craig Wolson. Now you are making Longo Lexus lost a future customer forever. Also, lost a Lexus customer forever. I am sure we are just a grain of sand on the beach and Lexus won't care. Lexus know they will not go bankrupt just losing my family as a customer. How sad! More

What a Disappointment Five stars for David Parada who took care of me. His Service was great and he was very honest. Amazing day to day update. Not so welcoming by most sta Five stars for David Parada who took care of me. His Service was great and he was very honest. Amazing day to day update. Not so welcoming by most staff at the dealership sales area. Only one guy was open and welcoming at the front desk. My experience and new knowledge has made me regret buying my low mileage 08 IS250 there and can't wait to trade in this car for a subaru or for another Lexus at a different dealership forsure. Definitely never going back. I would only return for their service. The car didn't last a week without airbag problem and Dash lights in both tach. and speedometer going out. Got to drive my buddies IS350 and the car was far better then my IS250 in all aspects. Power, reliabilty( IS350 has a dual injector setup instead of GDI), and overall experience. Now I have to put more money into the car in hopes the carbon build up doesn't worsen and pray everyday for hopefully 4 years out of the car in hopes it don't die. More

They make you feel like family Ph AAA told them what we were looking for,they contacted Longo we spoke to Fred Williams,made an appointment.we got everything we wanted. Ph AAA told them what we were looking for,they contacted Longo we spoke to Fred Williams,made an appointment.we got everything we wanted. More

Excellent service George answered all of our questions he didn’t play games and offered everything they could above and beyond. We left feeling like we had a great car George answered all of our questions he didn’t play games and offered everything they could above and beyond. We left feeling like we had a great car a great deal and great service and will definitely return for the next one. We will also recommend this dealership - George especially - to our friends and family thank you very much More

great serice Gary has excellent customer service answer all my question and show me all different option very helpful i will recommend to my friend thanks Gray Gary has excellent customer service answer all my question and show me all different option very helpful i will recommend to my friend thanks Gray More

Great service I am very satisfied with this place. I just bought a new car Lexus IS convertible from george. This is very helpful and very nice. I recommend to eve I am very satisfied with this place. I just bought a new car Lexus IS convertible from george. This is very helpful and very nice. I recommend to everyone. More

Not willing to deal Was happy to give Longo first crack for my business however they didn't have the car I wanted and weren't willing to really deal on a future vehicle. Was happy to give Longo first crack for my business however they didn't have the car I wanted and weren't willing to really deal on a future vehicle. I guess I will give someone else my money. Jessica is nice but Steven was not really- claimed he didn't know who Jessica was when I first phoned such that I got cheesed off and hung up but still had the gall to add himself to the lead. More