Update 17Jul2026:
The sales manager, MyLinh Salazar,…read morecontacted me saying that I was a valued customer and had indeed purchased multiple vehicles at this location. Lexus would take care of my windshield replacement. Maybe they do care about their customers? MyLinh promised me that she would let the service department know and I just needed to schedule service with them. Everything would be on my file.
Welp, I texted the customer service line to schedule an appointment; the same line I use to schedule vehicle services. Ana couldn't figure out how to schedule and kept deferring. She first told me that they would arrange for a manager to call me; which they did, and I explained the situation. Ana finally said she can schedule my appointment and to find a date/time that works. Once I provided that information, there way a 2-day delay. She told me she needed to talk to her colleague and they'll get back to me as soon as possible. That was June 2nd.. no response via that text line to this date.
Skip forward a week or two, I decided to call the service department directly. I explained the situation, gave them MyLinh Salazar's name and that I would like to schedule a complimentary windshield replacement. Easy peasy.. I got in the books and was scheduled for June 10th at 8am. I came in to drop my vehicle off and they set me up with a loaner fairly quickly, with the understanding that they would call me in a few hours when my vehicle was done. I asked them this question specifically and this was the exact response. 4pm rolls around and I'm curious why they haven't called or provided any updates. I never received a text from the service team, which is abnormal, so I called the service line directly. My service provider called me back and told me they were still waiting for the parts. Why did they schedule a windshield replacement appointment and never order a windshield! Wtf?! So I wasted 2 days of them just keeping my car cause they didn't have the parts to do the job. Austin finally confirmed they didn't get everything in until Friday morning, June 12th. My vehicle was not ready until very late Friday, around 5:30-6pm. I opted to pick up my vehicle Saturday, June 13th, 3 full days later. I'm not sure what's going on with this dealership or their service department. It was a really bad experience, on top of a really bad sales experience (see below) the last 2 vehicles.
18May2026:
One of the shadiest businesses I've ever worked with. I've purchased 3 vehicles here over the years and each time, the experience gets worse. My first vehicle was about 10 years ago when Sterling McCall Lexus actually cared about giving stellar customer service, but I've seen this mentality decrease over the years.. maybe due to demand but it's completely unacceptable. I bought my 2nd vehicle during covid and had to wait for it to arrive from Japan. The negotiations felt like a "bait and switch" experience, where they say one thing and come out with completely something different on paper. Luckily we read behind the lines and called them out on it before the documents were complete. This last time was a year ago, and it was with Finance. Again, a sought after vehicle. I had a deposit down and thought it was weird they took my deposit and didn't call me with the vehicle of my choice, over a year later. This dealership wouldn't give you your position # on the waitlist. When I absolutely needed a vehicle due to an unexpected accident, they magically came up with something in production that would arrive within a month. I purchased a windshield replacement option and they told me I could be covered for tires and windshield. I have documentation that the small print about the windshield replacement having a restriction of under 6" was never disclosed. That is, until I called and had to use it. No information about taking a photo with a ruler, or size restriction; the whole package was a scam. Anything less than 6" is not a windshield replacement, just a small chip repair through Caltex. Shady business all around, from sales to finance.
