Tustin Lexus

ZERO Customer Service Skills I’ve just come back home after visiting the Tustin Lexus dealership in Tustin, California, and I am upset and shaking because of my terrible experienc I’ve just come back home after visiting the Tustin Lexus dealership in Tustin, California, and I am upset and shaking because of my terrible experience there. I dropped off my car (a 2016 Lexus NX200T FSport) at the dealership at approximately 11:30AM on Friday, January 11, 2019, to get my scheduled service. I returned at 4:00PM. Since the lease on my car is up in March and since I was interested in buying out the lease, I asked to speak with the Finance Manager to discuss options and pricing. A salesman brought me to the front desk, and the woman there asked me why I wanted to speak to the Finance Manager. I told her I was interested in my payoff options. She went into the Finance Manager’s office, came back out, and asked me to write my name on a scrap piece of paper so he can look me up. A couple minutes later, the Finance Manager came out, coldly handed me a piece of paper, and rudely said, “Here. This is your payoff.” Not even a “hi” or “hello” or “how are you.” It was so abrupt that I was taken aback. I asked if he would work with the price (I was planning to pay cash to buy it out), and he just said, “Nope. That is what you pay. Come in with a check. Or you can finance.” I asked, “Really? That’s all you can do?” He said, “Or you can just turn it in and get into another Lexus. Would you be interested?” Feeling very uncomfortable at this point, I said, “No, I’d go somewhere else.” And he just said, “Okay then,” and walked back into his office without another word. I wonder if I was treated this way because I’m a woman. Or because I’m Asian. Or because I’m an Asian woman. Or because he thought I’m stupid and uneducated. Perhaps he was having a bad day and needed to take it out on someone. But I guess I will never know because I will never go anywhere near Tustin Lexus ever again for the rest of my life and neither will any of my friends or family. I don’t like being treated poorly. I don’t like being disrespected. I have owned cars from the Fletcher Jones dealership in the past, and now I know why that dealership is more successful. They actually take customer service seriously there. More

Professional, Friendly and Beyond Amazing Store Sale Manager When I visited Tustin Lexus the first time, I was introduced to Whitey at the lobby. He was very professional and greeted me with a big friendly smil When I visited Tustin Lexus the first time, I was introduced to Whitey at the lobby. He was very professional and greeted me with a big friendly smile. I especially like his sense of humor (why so serious anyway). He is quick and cut to the chase when it comes down to price. When my husband and I went back to work on the final price negotiation, he would come into the meeting room in person and gave us what we wanted. Quick and fair, no back and forth negotiation. Unlike most high level managers who only sit in the office, Whitey frequently walks around the floor to make sure his customers are well taken care of. He is definitely a great asset to Tustin Lexus. Without Whitey, I wouldn’t have gotten the car that I love. My husband and I deep appreciate all his work to make this deal happened. Many thanks! More

excellent service Iman is a great asset to Lexus, my service experience was excellent, Iman is on top things with a great personality, he has a can do attitude and the Iman is a great asset to Lexus, my service experience was excellent, Iman is on top things with a great personality, he has a can do attitude and the knowledge to take care of you and your Lexus. More

Top Shelf Customer Service! Josephine and Damon are an excellent combo! My experience with Tustin Lexus started when I spoke with Josephine on the phone on a Thursday afternoo Josephine and Damon are an excellent combo! My experience with Tustin Lexus started when I spoke with Josephine on the phone on a Thursday afternoon re a certified 2013 IS350C. I was in Arizona but was planning on driving over for the car. Josephine was great on the phone, excited for me and about the car. I was not able to arrive at the dealer until Sunday to complete the purchase, but when I got there the car was out front and ready to go. Josephine guided me thru the sales process smoothly and efficiently, knowing that I would be driving back to Arizona that afternoon she was very considerate of the overall time the process would take. My experience remained excellent when I moved into the Finance office. Damon was fantastic and professional. He took the time to explain the all the benefits of the offers available to me when buying a Lexus Certified automobile. The time in the finance office can be stressful, but Damon kept it fun and relaxing. I have purchased many cars over the the years and interacted with many Finance Managers, and Damon is at the top of the the list. More

Paul Kim Under promised and over delivered Service Advisor Paul Kim is polite, courteous and conscientious. Our service needs were complicated involving different specialities within the servic Service Advisor Paul Kim is polite, courteous and conscientious. Our service needs were complicated involving different specialities within the service department and an outside insurance vender. After placing us in a courtesy car Paul went to work on the administrative detail that saved us a great deal of expense. This is a additional comfort while knowing qualified technicians are performing factory level service. More