Tustin Lexus - Service Center

I came in for a 3:00 PM check engine light scan. I left two hours later without service, without a loaner, and without any explanation whatsoever. Let’s walk through what happened: 3:00 PM – I I left two hours later without service, without a loaner, and without any explanation whatsoever. Let’s walk through what happened: 3:00 PM – I arrive on time for my scheduled appointment. I’m told, “just a minute.” I wait outside on a bench so uncomfortable it felt like a test of pain tolerance. No one checks in. No updates. No service. 4:00 PM – Another customer arrives, without an appointment. He’s immediately greeted by Derek Kincebach, who had texted me earlier but never actually helped me. That customer is given a loaner and taken care of immediately. 5:00 PM – I’m finally acknowledged by Antonio Romero, who casually informs me they’ll need to keep the car over the weekend and… no loaners are available. So to recap: ✅ I drove from South Orange County ✅ I showed up on time ✅ I waited two full hours ✅ I missed a work commitment I planned my day around ❌ I got no service ❌ I got no loaner ❌ I got no apology ✅ The guy who walked in an hour after me, with no appointment, got the last loaner and left happy The message I received? My time didn’t matter. My loyalty didn’t matter. My business didn’t matter. All this for a simple scan. Not a major repair, not a rebuild, just a diagnostic check. One that could’ve taken 5 minutes with a scanner. Instead, I got ghosted by one advisor, brushed off by another, and completely disregarded by a team that seemed more ready to clock out than offer help. I’ve been coming to Tustin Lexus for years because their service team used to be worth the drive. This time? It was insulting. If this is what “luxury service” looks like now, I recommend anyone considering Tustin Lexus to reevaluate who’s actually earning your loyalty. More

Excellent and professional service! They paid attention to every detail and took great care of my car. They paid attention to every detail and took great care of my car. More

James Olson is the BEST! He was able to fit my Lexus in for service with tight work schedule. Not only did he deliver, he is very professional, communicated any issues about He was able to fit my Lexus in for service with tight work schedule. Not only did he deliver, he is very professional, communicated any issues about my car, and made me feel like a VIP! I will definitely come back to Tustin Lexus for all my Lexus needs. More

User friendly reservation system; I was able to schedule a reservation at the time I wanted for the following day. They were ready for the vehicle and the service technician explained what they recommended a reservation at the time I wanted for the following day. They were ready for the vehicle and the service technician explained what they recommended and the pricing. I waited for the car and it was essentially ready within two hours More

Wyatt Applebury service advisor was very upfront and explained all that was needed for my car service . explained all that was needed for my car service . More

Very customer focused, and always trying to please the customer. Didn't ever had to wait. customer. Didn't ever had to wait. More

Steve Rivera was excellent. Professional,friendly, and very efficient. He had me out in no time even with a car wash! Very happy with the service! Professional,friendly, and very efficient. He had me out in no time even with a car wash! Very happy with the service! More

Great service and quick! Reasonable pricing and helpful. The only drawback is they are very busy. But overall great Reasonable pricing and helpful. The only drawback is they are very busy. But overall great More

Excellent facility and service! Will continue to use them. They make you feel very special. Will continue to use them. They make you feel very special. More

Great service! The best coupon offered for oil change. Will return for future services. Thanks! The best coupon offered for oil change. Will return for future services. Thanks! More