I had a relatively lukewarm experience that wasn't bad but also was far from good. I noticed on the day I decided to go in that there was multiple appointment availability, indicating that it would not be busy around the late afternoon. I booked an appointment and went to the service center only to see a line of vehicles and at least 5 other Lexus owners waiting to meet with their service advisor. I overheard an advisor mention that 10 minutes ago it was completely dead and that they did not anticipate a sudden rush of customers and all at once. Another customer also complained how they were advised to come in person because it was not busy, only to see the same line that I was now waiting in. I didn't even get to meet with my advisor but another service advisor was nice and kind enough in helping me through the process. Also, he was able to secure a loaner vehicle that had just returned which was the main reason I decided to opt for dealership service. The loaner was OK although I found it funny that they used such a large rear window decal that it obstructed the rear view mirror video picture. Overall, the coffee machine worked well, plenty of water bottles available in the waiting area, friendly service, and decent communication means I'll probably return as long as my vehicle has maintenance coverage but I am uncertain if I would choose to pay full price for service here. read more

I drove Lexus almost my entire life due to car quality and service excellency. It is upset to say something differently today. It was last week, I went to Tustin to make an appointment for regular maintenance, I met a service advisor called Joseph Dithomas, his attitude shock me and refused to provide service. May be I am not good at English, but it's not the excuse to ruin company reputation. My service was set on next Monday at 2:00. I went there before 2:00 but didn't get any service advisor until 3:00. ( I have all pictures taken with my I phone with clock), may be it's busy hour, but it's really upset me. I hope management will improve this situation, I willing to go next time. Thanks. read more

I found a new service advisor. Joseph Dithomas! He has a great personality, great attitude and is honest and not pushy. Helps me with understanding the repair needs and advises and suggests never pushing. I will be going to Joseph when I can as he seems to be great! read more

I brought my vehicle in for maintenance. The service consultant is Jack Dayeh. Mr. Dayeh clarified the potential cause of the issue and provided the technical specifics of the service. Most importantly, he suggested necessary repairs and did not exploit my limited knowledge about cars. His honesty is a rarity in this industry. It is uncommon to encounter such high integrity in the auto repair sector. If you are seeking a trustworthy service advisor, I recommend visiting M. Jack Dayeh. I would also like to acknowledge Mr. Carl Tetiva, the Service & Parts Director, who took the time to ensure that customers received excellent service. Thank you for the outstanding service. Gema read more

Tustin Lexus is awesome if you want an easy, no-stress service visit. It's been a while since I brought my Lexus here for an oil change because it's always been expensive. But this time the oil change was super affordable with the coupon I got in the mail. But it turns out they run some great deals right on their website as well. Wyatt was my service advisor and he was super friendly, kept everything simple, and actually seemed to care about my experience. One thing that really stood out: they washed my car after the service--something most dealers don't even bother with. Plus, there was none of the usual annoying upsell for wipers or cabin air filter, etc. Service was quick, prices were fair, and the whole experience was just smooth from start to finish. Highly recommend checking them out. read more

I have a recall on my airbags so scheduled a service appointment to have it addressed. That's a Lexus problem not mine. So when I set up an appointment they said they don't automatically offer a loaner vehicle and my SUV will be in the shop all day. How is that even quality customer service? I found out that certain Lexus locations are ELITE status and this one is not one of them. At ELITE Lexus locations it's not even a question for a loaner vehicle provided. Not Tustin Lexus. Makes sense and very disappointing especially being under new management. read more

I would not buy another car from this dealership. They only help you when you buy a car then ignore your phone calls when you asked for a payoff quote. They don't return phone calls even you leave a message or emailed to salesman, manager, and finance guy. All are bunch of lazy people working there pretending to be nice. DO NOT BUY ANY CARS FROM THIS COMPANY. read more

I had just gotten my new car & didn't yet have a service advisor. I pulled my car up, and Brandon greeted me & as soon as I told him my problem he said yes he heard about that from Luis in the Sales Dept. Right then I felt so relieved they knew what needed to be done. The rest was smooth sailing. Brandon called me an Uber & I was home in a flash. The car was done by the time promised. Brandon offered to have my car washed but I didn't have the extra time. Brandon said come back to him & he'll get my car washed whenever I could make it back. These guys rock ! read more

I stopped by to get a small part for my Lexus RX. David Noh at service Department was very helpful and spend time to not only install the part but educate us on how to use it. Congrats to Tustin Lexus in having top notch employees. David Noh, you are an asset to Tustin Lexus. read more

They simply lie about pricing. They blatantly told me their pricing on their site is incorrect to get people to come in. I drove 20 miles when there was a Lexus dealership 1 mile from my house. When I got there, they told me the $139 brake change would be $399. Then I said then what about the $189 promotion on your site? The service advisor said the price is $399 no matter what promotion you use. He then went to say the promotions are just to get customers in the door. Simply bait and switch! That is illegal! They do it so openly like it's nothing. They also don't match pricing from competitors. They have excuses for that too. Do not waste your time going here. read more

Tustin Lexus Service - Bait and switch at its best! - Auto Repair Near Me - Tustin, California

Customer service is the worst I've ever had in my life! The manager, Daniel Kim, completely forgot that I was coming the day of my appointment and had to turn me away asking me to come back the next day, after I had an appointment scheduled for one week. So I came back the next day and he took three days to do an oil change and replace windshield wipers. I did have a loaner car so that was OK. But South County Lexus has the best customer service ever and they get everything done quickly, efficiently, and professionally. So, he waved the service for me without cost and promised to do my next service for no cost. He told me that he would send me an email. He did not. I contacted him again and reminded him and so he said he was making sure he sent the email and then he texted me "sent". But it never came to my email. I let him know and I still do not have the email for the next service. read more

I always like coming to this dealership because the staff really cares and works with you. Steve is a great representative, he always goes above and beyond to make sure I feel comfortable while waiting or provides accommodations if he feels waits are gonna be longer than usual. Always super friendly and nice to have a conversation with, he's always very upfront about everything in regard to repairs but tries his best to help you out. Every visit is always a smooth process with him. If you're looking for someone who truly knows their stuff and treats you like more than just a sale, go see Steve read more

Alert, Alert,Alert, do not bring your car for repairs or maintenance services to Tustin Lexus this people here will mess up your car, my car was serviced at this location and when I got it back the odometer screen had horrible scratches on it, if you leave it here make sure you take pictures from inside and out, I will keep posting until my car gets fixed read more

Tustin Lexus Service - Horrible scratches on the odometer screen. - Auto Repair Near Me - Tustin, California

For the first time i took my car there. Problem originally for AC that was not cold on driver side. But upon general checking ( I guess that is the common procedure when we take our car to get fix at the dealer), they found other problems with my car. It is way pricey but I hope I don't need other repair for along time. Still manageable compared to getting a new car. The gentleman who helped me; Loren R. was very nice and answered all my questions. read more

It looks nice! I couldn't have walked in with a wider smile without the help of the service department. I was greeted with candies, a stubble beard, and under average height. I didn't expect any worst until I left the service department with a left shrug and bump. Thank you read more

Have called at least 5 or 6 times to make a service appointment, put on hold each time. After waiting about 5 minutes each time I finally hang up. New owners are not doing a very good job. I have always thought very highly of Tustin Lexus until now, maybe should take my business elsewhere. read more

I took my 21 GX 460 in because of an issue I was having with my differential lock. Rich was my service agent and we managed to "recreate the issue". Between Rick and Ryan the service technician the issue was fully resolved and they both spent time explaining the situation. The experience was extremely positive. Thank you guys for all your help!! read more

Derek went above and beyond for excellent service. I never once got the sense that Derek was trying to "sell" me anything--it was quite refreshing. He also made it all about convenience and comfort for me--asking whether I prefer texts or calls and predicting questions I had and answering them before I even had to ask. I'm sure I was just one in many customers he had that day, but thank you for making everything such an easy experience, and I will definitely service my vehicle here going forward. One note:Derek was with a customer when I went to pick up my car, and another team member just stepped in to help, as if I were his own problem. I love the camaraderie here and that it isn't some cut-throat environment. Kudos to this location's service, which is quite different from other places! read more

Love the update to the lounge area as there is now coffee and water for waiting customers. Came here early for my 12:00 appointment, and was told that my oil change and car maintenance check up would take 90minutes, and was quoted that everything would be finished (including a wash) at 1:15pm. Yet, I'm sitting here at 1:40pm in the lounge area with no update. I think my service person went to lunch, but if that's the case, he should pass along my car to someone else. I wouldn't mind if I was over quoted a time, but then I would consider getting a rental so I could make it to work on time. Now it's cutting it close to me being late and I don't know the status on my car. I would appreciate more communication, as I respected their time by coming in on time for my appointment. read more

Second time last time...I went there for the $59.99 Winter Driving oil change special. Had early morning appointment. Waited 2.5 hours (my bad for waiting so long) then went looking for my service advisor. He looked at my ticket, then instantly I got text messages asking me to approve or decline the additional service items their tech supposedly found wrong with my vehicle. The service advisor said their system has glitch in it, which was reason why I not notified right away. So evidently I was unnecessarily waiting for who knows how long. Probably 1 hour at least. At least I got the oil change for good price and car wash. From reading a lot of the other bad reviews, this Lexus dealer does seem the worst. I will make the longer drive to South County Lexus. I can rely on them for a service experience much better than Tustin. read more

Honestly, my Honda dealer did way better than Tustin Lexus does with service. I shouldn't have to shop dealers to get good service for my Lexus. read more

Here is, in a nutshell, my experience with the service department. Service Advisor (SA) - "Oh, it's a $190 diagnostic fee to see what the problem is." Me - "But on the phone you said $95?" SA - "That's only for the brake inspection." Me - "My problem IS my brakes. Would the inspection not cover it?" SA - "Well, it only covers the brakes inspection. Not everything else." Me - ".... I only have a problem with my brakes." SA - "..." Me - "..." When I get my brake fluids replaced and get around to paying... SA - "It's $295." Me - "You said it was $200." SA - "Well the inspection + service was $95 and $200, respectively." Me - "Well, when we started, you said the inspection price is rolled into the service cost if I do the service with you guys" SA - "Well, that's specifically for brake pads." Me - "Okay, you didn't say that when we were working this out." SA - "Well, that's how it is." Me - "..." SA - "..." Me - "No." SA - "Okay, let me see if I can discount it for you." Comes back with a bill for the previously quoted $200. Like why do we have to do this dance? It's like a hospital, trying to charge you for every damn thing they can think of. Jeezus. God, I love the quality of work they have. Everything is super thorough, and you really get peace of mind in the long run. But then you have these clowns in service... If I were rich and had money to throw around, I'd just go to Newport Lexus. Damn, people. I miss Longo Lexus. They were the best. They're still around. Just far. 4 stars because Tustin Lexus honored their original prices and still got the job done. read more

Everyone here is so nice and professional. I appreciate the first two free service calls for my new 350RX hybrid. Unfortunately, they were not able to shut off the various alerts I get on the dash. Some are useful but some say "drive monitor is not available - see owners manual." Pretty irritating for such an expensive car. read more

Awful sales manager team! For this particular dealership - the Lexus customer service you would expect does not exist and they do not present a professional purchasing experience. Very disappointed. Please seek quality customer service elsewhere. read more

I have been to several new car dealerships and this was the very worst I have ever worked with they left my car running with keys on dash parked with windows down upfront where anyone could drive off . 2 brought wife's car in with seat vents not working showed adviser that and plug for car play not working they had car for 4 hours called to pickup said could not find problem drove back still had issues showed service adviser and service manager and tech said computer said no issues but we all saw it was not working had to leave and come back again wasted trip 3 had noises coming from my pano sunroof they had my rx350 for over 2 weeks only after multiple visits they would not answer calls left on hold for at least 30 min each time and had phone hung up on me I went to dealership and had a talk with them and was told By service manager I was getting bumped because mechanics where not going to make as much money on my car to fix but after all that not even 3 hrs later it was fixed one loose bolt in pano sunroof. Then when I got car back it had a scratch 5 inches long on finder thank god I took video in service bay before I left car and it seems that almost every time I got one of my cars back they had another scratch on car and it looked like they used dirty rags on it . Will not do business with this dealership again. read more

Dear Lexus, you ought to be ashamed to have Tustin Lexus Service represent your brand. Tustin Lexus "Service." Super blasé customer service. There's a reason why I haven't been here in years. Super unwelcoming miserable vibes, inferior no-can-do lackluster customer service, and way overpriced (more than triple the cost I normally pay). Why do people come here? Thank you for today's reminder to not return. Swipe LEFT, folks! You deserve better. And Lexus Corporate, protect your brand! This place needs more eyeballs on them, and more training on pleasant customer service. Tustin Lexus Service is a prime candidate for Undercover Boss! Lol. Thank u, next.... read more

Disgusting liars. Before going in, I confirmed with sales agent Jonathan about the lease special and his internet sales partner. 10,000 annual miles Down-payment $4000 36 months at $349. Residual of 49%. Made an appointment at 1pm today and went in. After test driving they write up a complete different quote. 10,000 annual miles Down-payment $4000 36 months at $373 Residual 52%. When I confronted them about why they changed it, they said they $349 is for 7,500 miles. Well the ad says otherwise. I wish there's a way to report them for false advertisement scam. When I called up another lexus dealership they confirmed that it's 10k $349. Stay away from these con artists. read more

Tustin Lexus Service - Auto Repair Near Me - Tustin, California

Recently dropped by car off for some work with the A/C unit. I was helped by Evan Nguyen for the entire process, and it was seamless and stress free. Was given a great loaner car so I could get to and from work while the car was getting worked on. I'm pretty particular with my car and Evan would regularly text me updates and photos to ensure that the car was in good hands. Upon pick up, Evan went through every detail regarding the service and what was done. Highly, highly recommend going to Tustin Lexus for any service, and ask for Evan! read more

Complete rip off. I had my engine light on with VSC , it was the gas cap. $4000 later after I approved them to do all that was "wrong"with my car, the lights were back on. It was all my problem. Oh and Brando, you could have at least offered me water or coffee. read more

AVOID AVOID AVOID. Customer service is relatively non-existent and the lack of professionalism is astounding. If you want to purchase a car from a dealership where everyone is given a manager title yet no one is managing. From Tammer, manager, to K'Lee, sales associate, to Ray Wood, general manager to the some of the service department, not one person is there for the customer. The "managers" will hide and your calls, texts, emails will not be answered. They will however send out spam emails to see if they can sell you a car. You are not greeted and will walk around the very small dealership wondering if anyone works there. Read the reviews for Tustin Lexus. The new ownership is not any better in reviews than the old ownership reviews. There are other dealerships under the Tustin Lexus owner umbrella. Take your money, time and purchasing ability to another dealership who puts the customer first. I purchased a used car and within 2 days had a problem which would be considered a safety concern since you can't drive with the convertible top half up and the trunk half open. I began calling, texting, emailing to no avail. Stopping buy and no one is available or left for the day. Finally got a hold of Lamont, used vehicle, sales manager, after calling and coming into the dealership. My car finally was to be looked at by service. An appointment was made with a phone call from service and a follow up service email. I brought the car in the morning and I was told by James "advisor" that I would hear from someone. No courtesy car was available for me although they have 60 in their fleet. I did not hear from someone. I called and was told James would call me back. No response. I called again 6 hours later. No response. Had a car service drive me to the dealership. I see my salesperson who sold me the car literally run around the corner of an office to avoid me. I spoke to another manager who told me there were 20 cars ahead of mine in service that day and he had no idea why mine wasn't looked at. The manager finally said I could take my car and bring it back and it "should" be looked at tomorrow. Car dropped off again and kept for 2 days. I had to rent a car at my own expense to get home and back. End result was brake light bulbs replaced and convertible top diagnosed but not fixed. On my own to get it fixed at a huge expense to me. Not only was I looking to buy my weekend car but also my daily driver which would have been a higher end purchase. Tustin Lexus had many excuses and did not correct the problem. The car had a True360 point inspection along with a dealer inspection. The convertible top problem and leaking hydraulic fluid should have been addresses and noted. It makes you wonder if the salesperson who took the car in on trade knew of this problem and did not note it. I will say that Alan, used car service manager did return calls and kept me in the loop once the car was being inspected by a service tech. What was to be a fun weekend car purchase has turned into a nightmare. I would gladly bring the car back but that was not an option they would accept. The lack of integrity by personnel and lack of customer service to me, was and is astonishing. Shame of you Tustin Lexus. read more

Always a pleasure to get service done with Evan N.'s help at this location. This place makes sure covid-19 measures are in place and that others respect the 6 feet apart distancing. read more

Daniel Líu and Alex Kim gave me a very good price yesterday on a car. They had very excellent service and patience. I highly recommend looking into these salesmen without them I would have probably reconsidered. read more

This review is for the parts department, but you can draw your own conclusions about how it relates to the service department. I'm about a week in to my ownership of an 05 LS430 that is nearly perfect with a few small exceptions. It needed a new latch for the center console, so off to Tustin Lexus I went. Tustin Lexis charged me $81.82 for the small plastic part, which Tustin Lexis represented on its invoice to be the "list price." Come to find out, Longo Lexus' on-line parts site states a list price of $60.61 and sells the part at a discounted price of $47.37. Let's do the math: The Tustin Lexus "list price" is $21.21 (26%) over the Longo Lexus stated list price and $34.45 (58%) over the discounted price Longo Lexus sells the same part for. Needless to say, I will not be taking the car to Tustin Lexus for ANYTHING. My other gripe is the complete lack of on-site parking when I stopped in to order the part and when I returned to pick the part up. On both occasions, I had to find a spot on the street, which was no easy task, because the streets surrounding the dealership are filled with parked cars likely belonging to car dealer employees. read more

I do NOT recommend this service department. I believe they are dishonest. Here is my experience: I brought my pristine condition, 2022 Lexus in for its first service. I don't do much driving and it had only around 5000 miles. In broad daylight, the service department representative inspected the vehicle and noted on the "pre-service inspection" paperwork that there was zero damage on the vehicle meaning, no dings, scratches, dents, etc. Later, when I came to pick up the vehicle, I immediately noticed a ding at the bottom of the driver-side door, which wasn't there before. I immediately told the service department representative and he verbally admitted on the spot, that the ding was NOT there when I brought in the car and he inspected it a couple of hours prior. He then said Tustin Lexus would send the car to the Newport Lexus body shop and repair the damage at their expense and that I should take the car home and call them back to arrange an appointment to bring it back in for repair. I left and two minutes later the service department representative called my cell and requested that I return to view a "video". I returned and he showed me a grainy video which he purported claimed that the small ding was there when I brought in the car. The driver of this vehicle was NOT visible in this video and it was not clear to me that you could see the ding in the video. I told the representative that I didn't believe the damage as pre-existing, and that either someone there changed the timestamp or had someone else drive the car around after the damage was done to avoid any responsibility. He then refused to accept any responsibility for damaging my car and then, from my position, mispresented who caused the damage, claiming it was pre-existing - even though the paperwork and his own verbal admission indicated the opposite. I later showed the ding to a 30-year body shop expert who told me it was most likely caused by when the service department carelessly opened the door while on their lift. He said that he had seen the placement of such a dent many times previously in his career caused by the lift of service departments. I tried calling the General Manager and the Service Department Manager the next day leaving complaints on their respective voicemails and neither returned my calls even to hear my complaint. Then I called Lexus Corporate a couple of days later and spoke to a Customer Service person who registered my complaint and she said she called Tustin Lexus and asked them to contact me. They never did. Also, I filed a claim with my insurance company and the claims adjuster tried to investigate, but again, Tustin Lexus has, so far, ignored them as well and has not returned their calls as a professional courtesy. It's been several weeks and complete "radio silence" from Tustin Lexus. I will never do business with them again and I'm warning the general public against doing so as well based on my negative experience. read more

Poor service and Unkindness When I asked, they respond irresponsibly and didn't help at all. I regret buying ES350 there. read more

My first time here at this location after moving from SF where Serramonte Lexus really spoiled me and my family. We have been with Lexus faithfully last 20 plus years. We got new SUV last year and there was a small part around the driver door need to be changed so that came here in July, part dept guy helped me took his time order part and I paid so we can take care following week. He was very professional so I left with a paid invoice. Almost waited for a month and called if they ever received that part. They said oh yes we got your order and its right here. I said how come no one called me....... So no sorry no apology... They told me to bring the car to service. I called service and cashier have no clue what I am talking about and I said, Mam plz transfer me to someone in the office and Thank Al Philip for all the help and explanations and honestly you are the reason I am giving this location 4stars. Somehow, Lexus created amazing services all around the locations in all departments but this location needed to work on few departments including whoever answers the phone calls. If I am driving back here definitely I'll call if Al is working on that day. O forgot to mention after all that part was ordered in July was not the same what we needed but at the end, all worked out. So Thank you again but this could be done little easier and faster. read more

Tustin Lexus Service - Auto Repair Near Me - Tustin, California

Got an oil change here for the first time. Iman was my service advisor. He was super helpful and honest. Didn't feel pressure to doing anything unnecessary. I was hesitant to bring the car after seeing the reviews here but will be back again for future service. They lost one star at checkout. The lady at the desk was super rude and not helpful at all. Asked her a simple question and she said "it's in your paperwork" and didn't bother to explain or have someone answer the question. There was no one in the place so didn't see the reason to be rushed. The other girl was playing on her phone, complaining about being bored. Definitely the checkout expletive could be improved with a little professionalism. Thanks Iman for your help! read more

As other reviewers have said, this place has unacceptably horrible customer service. Dropped my car off for servicing and no one was there to greet me when I got out. I had to talk to the cashier/customer service to get a service advisor (#FAIL). The person who helped me was incredibly impersonal and I don't think made eye contact with me once. I mentioned if they can take a look at one of my tires that had a patch and he curtly replied with "all they do is check the air pressure." What happened to "Sure, we can do that for you." WTF is wrong with your communication skills? I knew my car was done since it was driven to the front area. I waited about 10 minutes to see if the service advisor would get me but he was nowhere to be found. Annoyed, I went to the cashier and told them my car was done. The person that was MIA needed to "close me out" so someone else did it. The cashier was actually much more friendly and helpful and the service employees should take a note of that. This is one of the worst dealerships around and I will not go back. They should take a lesson from BMW/Audi (especially Audi) who have this down pat. I miss the level of service I received from South Coast Audi! read more

The service is as crappy as they say. Coming from Park Place Lexus to this is a total fall from grace. I wouldn't recommend this place at all for service. Do yourself a favor and find a trusty independent shop specializing in Lexus who can do the work minus the arrogance read more

I came here in March and got a service done along with the airbag recall and the side panel recalls. I came home and the inspected the car to find that the back panel was left open and the plastic wrap on my back seat. The exterior handle keyhole cover was also missing. I had contacted Derek and he was nice enough to try to rectify the mess that the mechanic had left behind but unfortunately, I had to leave the next day. Derek had told me that he was going to contact me within the next couple of months when the parts to complete the recall comes in. It has now been 3 months and I've heard nothing. Derek was kind and took care of me but his service guy needs to get it together. This week, I decided to use my AUX to find that it isn't working. At first I thought it was the cable but when I tested the cable with my bose stereo speakers, it worked fine. It was working fine before I had it serviced here. I understand that mistakes happen but when I have to pay for a service that was an issue due to their mistake, it's unacceptable. read more

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