***B A I T E D*** I was interested on a CPO car for sale in Newport Lexus and gave this place a call to see if the car was still there. A gentleman by the name of Christian took my call and proceeded to ask me which car it was. I then gave him all the necessary information about the car and was told that he would call me back. I then receive a call from another gentleman by the name Donn Andrade. Mr Andrade informed me that he will be handling this deal and when will I be able to come down. I told him Saturday and proceeded to ask him if the car is still available and that I will be taking the train down from San Diego (80 miles away). Mr. Andrade informed me that the car is still available at the dealership. I then asked Mr. Andrade if he is able to take an offer. He then tells me that they do not usually "negotiate" over the phone and that you need to be here in person. I replied by saying are my chances good at lease with my offer. His response was a clear "Yes", just come on down and we'll "talk about it". The next day, I take the train from San Diego all the way to Newport Beach Lexus, plus a $20 Uber ride from the train station to the dealership. As soon as I walk into the front door, there was visually like two to three customers inside. But, there were plenty of sales staff just standing and sitting around doing absolutely nothing. Not one person approached to asked me "Can I help you" Maybe because the way I was dressed, race, whichever the case maybe. I then had to walk up to the front desk and had to ask for sales help. I first asked for my initial contact, Christian, in which at the same time, I was approached by Donn Andrade. I asked Mr. Andrade where is Christian? His response, he will not be available at the time. Okay.... Mr. Andrade then asked me "So you are here for the CPO car that you've called about? I responded yes, and we then continued to walk through the pre-owned section looking for my car. To my surprise, it was not there. He even asked me to give him the stock number. By that time, I thought it was strange that he did not even have that. He then says "let me check upstairs". Two minutes later, he comes back and tells me that the car is not here. He then tells me that they have other units available, but they are either out of my price range, or have high miles. He then tells me to come into the office because he needs to go home in 20 minutes for a party. I come from a very respectable family and I was trying to be very respectable to Domm as much as possible. He then shows me what appears to be a crumpled up inventory sheet and tells me that the car is not listed at the same time, Pretending to be dumbfounded, Domm, which can probably see my frustration building up, then tells me that he will go see if the car is there again in which I do not believe he did. At this time, I then realize that I just got shanked in the stomach. Duped into coming into the dealership for something that never even existed in the first place. Just to be sold something else. Classic old school bait and switch to the finest level at a LEXUS dealership. A LEXUS DEALER!! Domm, I mean Mr. Andrade, then reappears again after 5 minutes telling me" You've missed your car by an hour, we are busy and we just sold 67 cars before you got here" Really??? the place was pretty dead when I walked in. So that means that an hour or two before, there must of been a line of people at the dealership buying a Lexus. BS. While sitting at Domm's desk, Domm, then tells me" I don't know what else to do" I've already told you about the other cars and you do not want them". No Domm, I do not want them, that's not what I came here for. Now for the best part. To add to the insult, he then tells me "hmm, for your inconvenience after traveling so far to get here, here is a Lexus key chain. WTF! And yes, he looked me in the eyes and told me that. Trust me, I did everything in my power to hold back. At this time, Domm has gotten my blood boiling, telling me he made notations saying that I was mad, and blamed Christian for the mishap. The more he talked, the more I felt insulted. I just needed to get out of there. At the same time when I was making my exit, a young salesman standing outside asked me if everything was okay. I told him what happened and then he was like "hey let me help you". We then proceeded to walk into the pre-owned area again to go find a car that fits my criteria. The younger gentleman tells me this dealer has no haggle pricing. (Paragraph 1 last 3 sentences) While the younger guy was locating cars, ole boy Domm, appears out of nowhere following him like a little puppy dog, trying to explain to him what happened. We are already in this for an hour and a half. Thought you needed to go home Domm. Why are you still here? At that point, I had enough. I just dispatched an Uber and headed back to the train station. You got me Domm. My business will go elsewhere. This will go up the chain. Holy Fuk. read more

***B A I T E D*** I was interested on a CPO car for sale in Newport Lexus and gave this place a call to see if the car was still there. A gentleman by the name of Christian took my call and proceeded to ask me which car it was. I then gave him all the necessary information about the car and was told that he would call me back. I then receive a call from another gentleman by the name Donn Andrade. Mr Andrade informed me that he will be handling this deal and when will I be able to come down. I told him Saturday and proceeded to ask him if the car is still available and that I will be taking the train down from San Diego (80 miles away). Mr. Andrade informed me that the car is still available at the dealership. I then asked Mr. Andrade if he is able to take an offer. He then tells me that they do not usually "negotiate" over the phone and that you need to be here in person. I replied by saying are my chances good at lease with my offer. His response was a clear "Yes", just come on down and we'll "talk about it". The next day, I take the train from San Diego all the way to Newport Beach Lexus, plus a $20 Uber ride from the train station to the dealership. As soon as I walk into the front door, there was visually like two to three customers inside. But, there were plenty of sales staff just standing and sitting around doing absolutely nothing. Not one person approached to asked me "Can I help you" Maybe because the way I was dressed, race, whichever the case maybe. I then had to walk up to the front desk and had to ask for sales help. I first asked for my initial contact, Christian, in which at the same time, I was approached by Donn Andrade. I asked Mr. Andrade where is Christian? His response, he will not be available at the time. Okay.... Mr. Andrade then asked me "So you are here for the CPO car that you've called about? I responded yes, and we then continued to walk through the pre-owned section looking for my car. To my surprise, it was not there. He even asked me to give him the stock number. By that time, I thought it was strange that he did not even have that. He then says "let me check upstairs". Two minutes later, he comes back and tells me that the car is not here. He then tells me that they have other units available, but they are either out of my price range, or have high miles. He then tells me to come into the office because he needs to go home in 20 minutes for a party. I come from a very respectable family and I was trying to be very respectable to Domm as much as possible. He then shows me what appears to be a crumpled up inventory sheet and tells me that the car is not listed at the same time, Pretending to be dumbfounded, Domm, which can probably see my frustration building up, then tells me that he will go see if the car is there again in which I do not believe he did. At this time, I then realize that I just got shanked in the stomach. Duped into coming into the dealership for something that never even existed in the first place. Just to be sold something else. Classic old school bait and switch to the finest level at a LEXUS dealership. A LEXUS DEALER!! Domm, I mean Mr. Andrade, then reappears again after 5 minutes telling me" You've missed your car by an hour, we are busy and we just sold 67 cars before you got here" Really??? the place was pretty dead when I walked in. So that means that an hour or two before, there must of been a line of people at the dealership buying a Lexus. BS. While sitting at Domm's desk, Domm, then tells me" I don't know what else to do" I've already told you about the other cars and you do not want them". No Domm, I do not want them, that's not what I came here for. Now for the best part. To add to the insult, he then tells me "hmm, for your inconvenience after traveling so far to get here, here is a Lexus key chain. WTF! And yes, he looked me in the eyes and told me that. Trust me, I did everything in my power to hold back. At this time, Domm has gotten my blood boiling, telling me he made notations saying that I was mad, and blamed Christian for the mishap. The more he talked, the more I felt insulted. I just needed to get out of there. At the same time when I was making my exit, a young salesman standing outside asked me if everything was okay. I told him what happened and then he was like "hey let me help you". We then proceeded to walk into the pre-owned area again to go find a car that fits my criteria. The younger gentleman tells me this dealer has no haggle pricing. (Paragraph 1 last 3 sentences) While the younger guy was locating cars, ole boy Domm, appears out of nowhere following him like a little puppy dog, trying to explain to him what happened. We are already in this for an hour and a half. Thought you needed to go home Domm. Why are you still here? At that point, I had enough. I just dispatched an Uber and headed back to the train station. You got me Domm. My business will go elsewhere. This will go up the chain. Holy Fuk. read more

***B A I T E D*** I was interested on a CPO car for sale in Newport Lexus and gave this place a call to see if the car was still there. A gentleman by the name of Christian took my call and proceeded to ask me which car it was. I then gave him all the necessary information about the car and was told that he would call me back. I then receive a call from another gentleman by the name Donn Andrade. Mr Andrade informed me that he will be handling this deal and when will I be able to come down. I told him Saturday and proceeded to ask him if the car is still available and that I will be taking the train down from San Diego (80 miles away). Mr. Andrade informed me that the car is still available at the dealership. I then asked Mr. Andrade if he is able to take an offer. He then tells me that they do not usually "negotiate" over the phone and that you need to be here in person. I replied by saying are my chances good at lease with my offer. His response was a clear "Yes", just come on down and we'll "talk about it". The next day, I take the train from San Diego all the way to Newport Beach Lexus, plus a $20 Uber ride from the train station to the dealership. As soon as I walk into the front door, there was visually like two to three customers inside. But, there were plenty of sales staff just standing and sitting around doing absolutely nothing. Not one person approached to asked me "Can I help you" Maybe because the way I was dressed, race, whichever the case maybe. I then had to walk up to the front desk and had to ask for sales help. I first asked for my initial contact, Christian, in which at the same time, I was approached by Donn Andrade. I asked Mr. Andrade where is Christian? His response, he will not be available at the time. Okay.... Mr. Andrade then asked me "So you are here for the CPO car that you've called about? I responded yes, and we then continued to walk through the pre-owned section looking for my car. To my surprise, it was not there. He even asked me to give him the stock number. By that time, I thought it was strange that he did not even have that. He then says "let me check upstairs". Two minutes later, he comes back and tells me that the car is not here. He then tells me that they have other units available, but they are either out of my price range, or have high miles. He then tells me to come into the office because he needs to go home in 20 minutes for a party. I come from a very respectable family and I was trying to be very respectable to Domm as much as possible. He then shows me what appears to be a crumpled up inventory sheet and tells me that the car is not listed at the same time, Pretending to be dumbfounded, Domm, which can probably see my frustration building up, then tells me that he will go see if the car is there again in which I do not believe he did. At this time, I then realize that I just got shanked in the stomach. Duped into coming into the dealership for something that never even existed in the first place. Just to be sold something else. Classic old school bait and switch to the finest level at a LEXUS dealership. A LEXUS DEALER!! Domm, I mean Mr. Andrade, then reappears again after 5 minutes telling me" You've missed your car by an hour, we are busy and we just sold 67 cars before you got here" Really??? the place was pretty dead when I walked in. So that means that an hour or two before, there must of been a line of people at the dealership buying a Lexus. BS. While sitting at Domm's desk, Domm, then tells me" I don't know what else to do" I've already told you about the other cars and you do not want them". No Domm, I do not want them, that's not what I came here for. Now for the best part. To add to the insult, he then tells me "hmm, for your inconvenience after traveling so far to get here, here is a Lexus key chain. WTF! And yes, he looked me in the eyes and told me that. Trust me, I did everything in my power to hold back. At this time, Domm has gotten my blood boiling, telling me he made notations saying that I was mad, and blamed Christian for the mishap. The more he talked, the more I felt insulted. I just needed to get out of there. At the same time when I was making my exit, a young salesman standing outside asked me if everything was okay. I told him what happened and then he was like "hey let me help you". We then proceeded to walk into the pre-owned area again to go find a car that fits my criteria. The younger gentleman tells me this dealer has no haggle pricing. (Paragraph 1 last 3 sentences) While the younger guy was locating cars, ole boy Domm, appears out of nowhere following him like a little puppy dog, trying to explain to him what happened. We are already in this for an hour and a half. Thought you needed to go home Domm. Why are you still here? At that point, I had enough. I just dispatched an Uber and headed back to the train station. You got me Domm. My business will go elsewhere. This will go up the chain. Holy Fuk. read more

I truly regret not doing a thorough inspection before finalizing my purchase, and I hope sharing my experience helps others avoid the same mistake. Let me be clear: when buying a used car especially from a dealership like Newport Lexus--you need to inspect the vehicle carefully from top to bottom. This means testing every lock on all four doors, rolling all the windows up and down, adjusting every seat, checking all buttons and features, making sure the radio works, testing the air conditioning and heater at different settings, and trying out parking sensors, backup cameras, and any other electronic features. Yes, it can be tedious and feel unnecessary at the time, but taking these steps can save you a lot of trouble down the road. With car sales slowing, many dealerships are focused on squeezing every dollar out of a sale and will often avoid disclosing minor or even significant issues unless you find them first. Looking back, I wish I had insisted on a pre-purchase inspection by a trusted mechanic. In my opinion, every dealership should allow this without hesitation--or better yet, offer it for free if they truly stand behind their cars. But from what I experienced at Newport Lexus, I seriously doubt they would agree to let a buyer get an independent inspection. The moment you show interest, the pressure to sign ramps up, and once the deal is done, their accountability disappears. If you discover any problems afterward, good luck getting them to take responsibility. One of the biggest frustrations for me was how dealerships misuse vehicle history reports. The car I bought was advertised as having a clean record with no accidents. The Carfax report looked great. But here's the catch: not all accidents or bodywork show up on these reports. If someone pays out of pocket for repairs at a local body shop, it often won't appear on Carfax. Newport Lexus knows this. Their staff is trained to spot signs of previous repairs--they can tell if paintwork or body panels have been replaced or touched up. So when a salesperson says the car has never been in an accident because the Carfax says so, they're hiding behind that report while knowing full well there may have been prior damage. This happened to me exactly. A week after buying the car, my mechanic pointed out that one section had been repainted and the suspension components on that side showed signs of prior repair. To someone without experience, this is nearly impossible to notice. I never would have known if I hadn't brought it up with a professional. But for a dealership technician, this should have been obvious and yet, never mentioned it during the sale. When I confronted them, they simply said the car was sold "as-is" and since it wasn't on the report, they had no way of knowing. I don't buy that for a second. Their trained staff had no excuse to miss it during their inspection. Either they ignored it or chose not to disclose it. What's worse, any issues related to bodywork aren't covered by warranty. Even if you find problems the day after purchase, Newport Lexus will say those issues existed beforehand and that the car was sold in its current condition. The moment you drive off the lot, any claims about past damage become your responsibility. If you're seriously considering buying a used car from Newport Lexus, I urge you to slow down and approach the purchase like an investigation. Don't trust the dealership's word or vehicle history reports alone--they won't tell you the whole story. Bring a flashlight, bring someone knowledgeable about cars, or better yet, get a professional inspection before you buy. Ask plenty of questions and pay close attention to the answers. If anything feels off or too good to be true, listen to your instincts. I'm not saying every used car from Newport Lexus is bad, but based on my experience, transparency is clearly not their priority. Once they make the sale, you are on your own. Be smarter than I was and protect yourself. read more

Its sad that the reviews for sales and service are all combined in one. The sales team have always been pleasant. Good follow up. Friendly The service lane? They think they are luxury but they are far from it. Everything they do makes me feel like they are pushing me through the motions and care little to none about providing a pleasant customer experience or building rapport that would make me WANT to choose them for my servicing, my next purchase or to recommend to my friends and family. 1. You pull into a lane as if you're returning a rental car and they corral you to a desk to some guy. Its always someone different and they are not very personable. If you don't mind people who feel like strangers working with you or your car, you'll be happy. If you like a little friendliness, don't hold your breath. I guess this is what you get with such a big place - no personal one on one attention. (They really should study the younger Gen Xers and Gen Yers who actually want to deal with someone that they trust doesn't come across as too busy to even smile. But man, at least that owner spent a million dollars on those palm trees on the drive way. Screw customer service, you've got fine tuned landscaping! 2. Then you are corralled to an area which is comfy - high tables and couches with TV, wifi, a little cafe. All nice. But it takes FOREVER - and Ive come at all hours and a variety of days in the past and the wait is always too long from past dealer experiences I know. 3. At NO time did my sales consultant come over and say hello while I sat for hours waiting for my car - why not? Because Im sure the service lane didn't tell him I was there - another total miss. How do you intend to build relationships, secure referrals and repeat business? My lease is up soon. Thats is the perfect opportunity to start the sale of the next car. Nope, nothing. Instead i got to watch sales and service people wander through the cafe and Tommy Bahamas shop without paying any attention to customers sitting around. 4. Then when you finally leave, they never put your seat back where it was -a total miss in my opinion. This isn't the $8 car wash down the road. This is supposed to be a LUXURY dealer with LUXURY services. Yet, my seat is left pulled all the way to the wheel for the short service guy without a second glance. Every time this has happened. 5. FAIR WARNING TO ALL CUSTOMERS - check your oil change sticker before you go. If you just got an oil change and your car needs one every 10,000 miles, Id be willing to put money on the fact that they put a wrong sticker up that says 5,000 miles in efforts to get people in there more frequently - service is where dealers make their money. They are hoping all these Orange County folks will be oblivious, see the service light come on after 5000 miles and without realizing, they'll come in and pay $125+ for something they don't even need. It is wrong and shouldn't be tolerated. They'll deny it and call it a one time thing - But I assure you, Ive talked to at least 3 other people that have experienced it (more than once and yes, I hung around the cafe once and made these connections with people waiting and since then 3 of them reached out having experienced the same thing. They have since not been back for service) Bottom line, if you want a nice customer experience at a place your are handing over a ton of money, this isn't it. If you want to just be another number they pump in and out of the place - you'll love it here In the meantime, I'm loving my new Audi. Theres something so sweet about German engineering. read more

Horrible experience. I bought a new Lexus IS250 in Newport in 2009, also we bought additional 5years tire insurance there the same day. After that, we did every single maintenance there without suspecting anything. The last maintenance there I was done on 01/16/2013, which is 25,000miles. I was told everything is perfect. Four and half months later (June 6), my car got huge noise from my tires when I was driving on freeway. I parked the car and call roadside assistance, and they can't even disassemble my tire since there was a long rubber/metal strip from the tire tangling on the wheels, so they have to tow the car to the dealer. The service manager checked the car, found that both front tires had the damage, then I was told that I need to buy two new tires because my tires were NATUALLY WORN OUT. I can't agree with that since it was only four and half month/3500 miles after my last maintenance done there, and there was no problem based on them. Tires NATUALLY worn out can't be happened suddenly. Either it was caused by car misalignment they didn't find last time, or it was road hazard which the tires insurance should cover. However, they insist that it was NATURALLY WORN OUT and let me buy two new tires from them at my own expense. Then I bought tires from Costco and did alignment check/alignment in Firestone. Based on the visual inspection and measurement they performed, my car had misalignment problem and the tire unevenness was VERY obvious and not happened within 3500miles. I called Newport, they insist that it was not their responsibility. They insist that they performed tire check and it was even and 5mm above in Jan which was good. And they said that when I towed the car in, it became 3mm BELOW, should be my own problem. But the truth is: even when the accident happened, outside of both front tires were still very new(should be more than 5mm above) while the inner side of both front tires got serious damaged (should be much more than 3mm BELOW). I didn't feel any unusual during these four months, and all my four wheels are good without even scratch. I can't understand why they decided a such UNEVENESS tires as naturally worn out. And I can't believe why they didn't inspect my tires (though they said they did). When I called in pretended that I am a new customer, they will assure me how wonderful their service is, and they will definitely check tires unevenness every time etc....DON'T TRUST THEM. But when I told them my situation, they will change immediately, said SERVICE MANAGER's decision is the final decision! Their neglect out me into dangerous, and I will never use their service again. STAY AWAY FROM NEWPORT, don't buy any additional services they provide, premium price will not make you worry-free there! They make me feel that it was my big mistake to buy Lexus from them and used their service for almost four years. BTW, my car is still under warranty, and I still kept my two front tires in my garage as evidence and I was remind of the HORRIBLE experience every time I saw the tires. read more

Please read until the last ! BIG SURPRISE is here !! After i sign the contract , this Lexus financial lady Lisa giving me bad attitude, (I was surprised she is the manager. ) She called me for 2 years tax return for my company on 6/10 Tue. I said i do not have time to go there so if i can email her. She said NO YOU NEED TO COME IN. I said i don't have time so whenever i have time i will. Today 6/16 5pm she called me again. LISA :You didn't come in. ME : I didn't have time to come in. LISA: Can you come in today? ME : No i don't have time today. Let me see my schedule and call you back ok? SHE START SCREAMING. LISA: NO!! YOU DONT CALL ME BACK JUST COME IN! What is wrong with her? LISA: YOU JUST NEED TO COME ASAP!!! I said ok i will. As soon as i hung up she called me another time and left A voice mail. IF YOU DONT KNOW WHEN YOU CAN COME IN, YOU COME HERE TO RETURN YOUR CAR!!!!! Again, i told her i will call her back for my schedule BUT SHE SAID NO. At very last it was ok for sending my tax return by email why did i need to come in from the first place? ============================================================= And you know what happen? this is the surprise! I emailed Mr. president A.J. D. of Newport Lexus about this. He CC my email to other Lexus people and also other company called "brandtailers" the company doing their business marketing. CAN YOU BELIVE THIS?? THE OWNER OF NEWPORT LEXUS DID CC MY EMAIL TO OTHER PEOPLE!!!!!!!!!!!!!! WITHOUT TELLING ME ANYTHING!!!!! I see comments from him on bad reviews ONLY and TELLING to take care of the customer but that is a lie JUST PRETENDING. IF YOU EMAIL HIM, HE WILL CC TO OTHER 22 PEOPLE. His reply was awful, OWNER: She was just doing her job. (Is it really her job? giving me bad attitude and screaming at costumer? ) OWNER : She contact you 5/24 and she was waiting until now. (THIS IS ANOTHER LIE !! FIRST TIME SHE CALLED ME WAS LAST WEEK 6/10!! AND I MENTION HER I DO NOT HAVE TIME TO COME IN! I OFFERED EMAIL TO HER BUT SHE SAID NO. FIRST TIME SHE CALL ME SHE TALKED TO MY ACCOUNTING MANAGER , ADN MY ACCOUNTING MANAGER HAS A RECORD FIRST TIME SHE CALLED ME WAS 6/10 ) The owner was just protecting his staff not customer. This is how they treat their customer. How they think about their customer. The satisfaction of our customers is our highest priority, ????????? Oh really.... THEIR HIGHEST PRIORITY IS HOW THEY LOOK FROM PEOPLE READING YELP REVEWS NOT THE REAL SATISFACTION OF THEIR CUSTOMER. I KNOW LEXUS HAS good car. BUT NOT THIS LOCATION. You know here is not the only location you can buy Lexus !!! AM I COMING BACK TO THIS LEXUS FOR NEXT LEASING ? ABSOLUTELY NOT!!! BTW How come yelp does not have ZERO star? read more

update to add full story now that Im done with this dealer, So I went to Newport Lexus a few weeks ago , I was excited i got to see Norm he greeted me. I thought wow no way i will get bad service everyone talks about this guy online. awesome, right? Well not so fast. I didn't get the same jolly happy fun guy everyone talked about. Actually i got the grumpy old man talk about being shocked. I asked about a Lexus is250 its a hot car right now its was one of my choices to get within my budget. By the way he didn't actually greet me with Hi Im norm i seen it on his card he handed me when he walked up. I begin to look at one of the cars talking to Norm about it but it felt like I was pulling teeth. He began to talk to me about this beautiful car in front of us and how the IS 250 was great. Only thing is we were looking at a Gs350 not even the model i was looking at it, he didn't care enough to notice that it was the wrong car. I arrived dressed in down clothes comfortable some old cargo shorts pair of toms and my t-shirt was old and torn also. I went to run an errand in Irvine and noticed Lexus was there with out thinking I stopped but why would what I had on matter? So I left no car kinda bummed that i was treated sort of sub par. He wouldn't even look me in the eye i was so shocked and just floored. I decided to go back a week later on a Saturday dressed nice as if i was going to a nice dinner with a dress code. Norm was there he came out greeted me "Hi I'm Norm "and so on. What a different experience wow he was talking up a storm Im one of the sales managers ill get you into a car with a good deal dont worry i will discount it you wont pay MSRP. hmmmmmm nice guy but the week before I had the opposite experience. I didn't bring that up I turned down the option to test drive the car and left. My mind was made up i went across the street the next day dressed in the same crap clothes Norm wouldn't look at me in ,and now drive a c class Mercedes and i couldn't have had a better experience from the word Hi my name is Tom how can i help you? Its ok Norm if you are reading this, karma, I feel for you when it comes back around. Maybe its not too late treat everyone the same and you may be able to avoid it coming back around, maybe this is it coming to you to teach you a lesson. I find it interesting that the reviews that are for good service are for ONE sales person when they have many. Also even more that all the reviews for the service department are subpar. too bad you have to click 1 star wish i could find a negative one. Shameful business and shameful practice. Newport Lexus you should be ashamed. ...karma read more

So far this dealership would rate as a zero for me. I purchased a 2015 RX 350 F sport from them in August. This was a used vehicle. I took the car home after trading in my 2013 RX 350 F sport. The car was fine (it had been detailed and smelled like that) until a few days later, I noticed a smell coming from the air conditioning vents. The smell was a moldy, mildewy smell only when I ran the air. I don't drive much as I mostly work from home. My daughter came to town about a week later and when she drove the car she said the same thing. The car smelled really bad. Around the same time, the dealer contacted me to see how things were going with the car and I stated the car smelled and I was going to attempt to change the air filter. This was via email and his response to me was "Wow". I then continued to drive the car and whenever I got in the car my throat started to burn and I felt nauseated. Mind you, there is so much perfume in this car to me, trying to mask this smell that I can't even drive it anymore. I call the dealer and talk with a manager who agrees to let me bring the car back and they would give me my money back minus tax, license, and certification costs. This equals roughly 4,000.00 dollars! I am willing to take this loss because this car literally makes me sick! I tell them my husband is working and we can coming in on the weekend. He states "everyday you wait the car goes down in value". I tell him, fine I will come in today. This was Saturday. He states, "well you have to come in Monday through Friday". I then ask to speak with his superior and he gives me the number to another GM. I called him on Sunday and explained the situation. I am not trying to scam anyone here, I am willing to take a loss on this car. Obviously, I love this make/model as I have owned one for the past 5 years. Mine had a lot of miles and I preferred a newer one. So far, the GM has not called me back and I am very disappointed in this dealership. I have worked with other Lexus dealerships and I am sure they would not be treating me this way. I will update this review if they resolved this issue with me. UPDATE: Instead of calling me, this dealership has completely backed out of their original deal to buy the car back from me on YELP!! What a sad way to conduct business. The service of trying to eliminate the smell by adding more perfume doesn't exactly work for me and that's what I told the manager who agreed to buy the car back from me in the first place. I would advise all of you to beware of this dealership! read more

I recently had an exceptional experience at Newport Lexus that has completely transformed my perspective on automotive service, prompting me to switch dealerships for all future maintenance needs. The customer service at Newport Lexus is nothing short of outstanding, marked by professionalism, efficiency, and genuine care for their customers. Previously, I encountered significant challenges with my regular Lexus dealership in Mission Viejo when a service light appeared on my vehicle. Despite multiple calls, I was informed that loaner cars were available only on a first-come, first-served basis, requiring me to arrive before their 7:00 AM opening to secure one. I explained that my weekly work schedule from 7:00 AM to 11:00 AM made this difficult and requested an exception, but my requests were denied. Even after leaving a message for the manager, I received no follow-up, leaving me frustrated and without a solution. In contrast, my experience at Newport Lexus was a breath of fresh air. Conveniently located near my physical therapy office in Newport Beach, I called at 11:15 AM and was promptly offered a 1:00 PM appointment. Upon arrival, I was warmly greeted by Mr. Chris Cortez, who efficiently handled the intake process and provided me with a loaner vehicle, allowing me to run errands without disruption. He assured me that my car would be serviced and ready the same day--a rarity compared to my previous dealership's multi-day turnaround times. Throughout the process, I received timely text updates, including videos detailing my car's service and personalized over the phone explanations and recommendations, which demonstrated their commitment to transparency and professionalism. By 4:20 PM, my vehicle was ready, meticulously serviced, and even washed--a thoughtful touch that my former dealership often delayed by hours. Additionally, Newport Lexus has consistently gone above and beyond. On several occasions, I've stopped by unannounced with minor questions, such as resetting my odometer, activating the heads-up display, or connecting my Bluetooth. Each time, their team assisted me immediately, right from my car, without requiring me to enter the dealership or wait. This level of convenience and attentiveness is unparalleled. Thanks to Mr. Cortez and the exceptional team at Newport Lexus, I now have his direct contact for future services, and they've earned a loyal customer. I wholeheartedly recommend Newport Lexus to anyone seeking a seamless, professional, and customer-focused service experience. read more

Extremely disappointed with Newport Lexus. Due to Lexus of Henderson great service, I decided to stick with Lexus. Unfortunately the vehicle I was seeking was not available in Las Vegas. I spoke to Natalie on a Monday in regards to the NX F Sport $27,600, she was very informative and advised to call when I was ready. I booked a flight for Thursday. I called Wednesday and got the Manager Jeff. He stated the price of the vehicle was $32k. I was on the website at that moment and it was still for the $27,600, which I screenshot and texted to him. His approach was very aggressive and he said he could not honor it. The direct website www.newportlexus.com had a different price than the www.lexus.com site, regardless they are both valid sites and it is not the customers fault the websites did not merge in communication. I asked to speak with another Manager, Alex. He was able to honor the price. I got pre approved with my credit union for the better APR. When banker called they gave him the runaround with the price. I had to do a 3 way call with Alex to get this rectified. Alex assured me he would be my point of contact when I arrived. The next day I fly in, only to be met by Shawn. Alex had leave due to an emergency. Shawn was very confused about the price. Very frustrated at this point since I just flew from another state to have a smooth purchase. The manager on duty was aware of everything but would not come out to meet me. I asked if I could get weather mats complimentary. Shawn's response was no because I got a "great deal", which he continued to say, maybe because he was not making commission it was okay to treat your customers less. To be honest, this is what your website advertised! In addition I noticed 3 dots on the driver side window, which Shawn said it would wash off. As I drive off with the Car I have invested in. Only to see 3 little cracks in the windshield. The next day I am back home to Las Vegas. I spoke to Alex in upset tears with the poor communication, lack of customer service and horrible experience to only get an apology! It has been 2 weeks now, I have yet to get a courtesy call. "Sorry" does not change or fix the experience. Since I do not live in the same state, the local dealership is not responsible for fixing this. I would give no stars if I could! read more