These guys are the biggest rip offs in town. I have a 2005 GX470 that I took in for routine 60K service. I walked out with a hefty bill of 1100 for a basic oil change and fluid recycle. The service was a real fake good..which means they did what they thought was good customer service. I think customer service is more than a nice waiting area with cofffee and a smile. It should be reflected by how your customers needs are satisfied and not just milk the customer to sustain your high overheads. Stay away from this place. If you have a new car and it's all covered under warranty - they may still figure out a way to charge you a fee for the coffee. read more

NO loaner cars? Seriously??? Lexus is on the luxury end of vehicle providers and I would expect much better customer care from a company like Lexus. By not having loaner cars available to customer, it shows this company (and location) does NOT value it's customers time. It doesn't matter if it's a small service that only takes an hour or 2. Without customers, you don't have a business and time is one asset you can never get back. Who really has time to wait for a car while it is being repaired? I'm a Vice President of a company, I'm in school (taking classes to get licensed in a specialized field), and I'm a single mom of a 5 year old. I NEVER had this issue at Tustin Acura. At Acura, their service department went above and beyond to always have a loaner car available for me and always gave great service. I'm appalled and very disappointed. After working a 10 hour day and going to school, I won't mind letting my 5yr old son and 1 year old nephew rain hell at Lexus. You have cars that sell for more than $50,000 but don't have loaner cars for customers. It's pathetic. My belief is that if you get spend a decent amount of money on something, you should get that level of service. read more

This is a long overdue review for Rick Massucci. The 5-stars is for him and the technicians. I've been going to Tustin Lexus for years and even had my husband switch from Newport Lexus to these guys because of Rick. He's one of the honest service reps that you'll likely come across and will give you a fair price. Prior to Rick, I had given up on going to dealerships because it always feel so shady that every time you bring your car in, something conveniently needs to be fixed and at exorbitant prices. Like what one of the other reviewers said, Rick is a standup guy. He's the only one that I ask for so when he's out, I'm screwed. He will lay out my options and be transparent about what it's going to cost me and why. Not everyone there is like him so beware. There's one guy who refused to help me when I asked for the service to be credited to Rick since he was gone for the day. That was so uncool and to this day, I remember that. When I went to pick up my car recently, a couple of us witnessed him trying to rip off an older couple. Lexus leadership team - hire more Rick's please because that will raise your Yelp rating to a higher level. All dealership service departments need someone like him because it's all about trust. On the service front from the technicians, they do a quality and thorough job. They are generally good about being timely in their diagnostics. read more

I LOVE coming here. I've always received EXCELLENT service...I saw some of the previous reviews and I think the service depends on who you get bc I didn't like them when I first went to them. But I found a good service rep and now I won't go anywhere else. I also saw someone complaining about the prices in their review, but the thing is, dealerships will ALWAYS cost more....ridiculously more. So if you go to a dealership, then thats what you should expect...in exchange for the "assurance" that you're vehicle is in good hands. You basically pay a premium. Anyhow, I use Iman as my service rep. I HIGHLY recommend him. I fully trust him which is hard to come by since people are often fooled by repair service representatives. But he is very trustworthy and always provides excellent service. I wouldn't go to anyone else. read more

Came in the other morning with an appointment for the Tanaka airbag recall and brought some stuff to keep me busy while I waited for service cause I was expecting I was stuck there but as soon as I drove up, handed my keys off and the service rep Evan Nguyen greeted me with a friendly smile and was super cool about taking care of the service. He took care of my car service and really went all out to make sure I was super satisfied with everything. He kept me updated on the progress and was really attentive to making sure service was finished before letting me know it was done. Evan stuck around a little later than his usual time to make sure I got my car and still had the best attitude- really surprised with his professionalism. Glad to see that the service dept has great service reps! read more

I've been bring my IS-F and GS-F here for all services for years. Derek is the man!!!!! He is very professional and knowledgeable whom will take his time to explain and follow up with every steps in the process. He had gone above and beyond to help me in many occasions. He is one of the reasons I remain to be a loyal Lexus owner. I live in Westminster but would rather drive to Tustin Lexus than any other dealer services. Thanks for all the help, Derek. read more

got my lexus RC 350 f sport from andy tran. he worked hard to find the car we wanted not the car they wanted to sell us. andy has answered all of our questions pre and post sale. the sales manager, whitey, was helpful thru the sales process as we were asking about three different RC 350s. the finance manager, damom, took us thru the paper work effectively. a few days after the sale we decided to have the car treated with eckbond, therefore, he made arrangements for us to have the eckbond applied. well done team tustin lexus! read more

Not quite sure why the shade has been thrown the service department's way. I've been bringing in my wife's GS300 for almost 10 years now and the FRIENDLY & EXCELLENT customer service ARE THE REASONS I COME BACK REGULARLY. I worked with Paul, Derrick and more recently Brandon Alegre-- who gave nothing but 5-star service. Brandon made sure that everything was taken care of to a tee and provide a friendly, pleasant, efficient and knowledgeable service. After my experience with another local Lexus dealership's sales staff I had reason to really despise going to Lexus for additional services, however the Tustin Service Department has changed that. I can TRUST in the work they do and they are RELIABLE-- and they'll go out of there way to make sure you are accommodated. read more

No one likes to go get there car serviced, but honestly Iman Azimi makes it painless. You're informed on cost, timeline, and process immediately, as well as follow up phone calls or text. You're in and out of the dealership in no time. When it was time to buy my new Lexus Iman connected me with his colleague and made that a smooth transition as well. I probably wouldn't have yet another Lexus if it wasn't for Iman. Thank you for taking care of me! read more

We bring our Lexus es300h to Tustin Lexus for every service. Our wonderful service advisor Iman Azimi helps us every time we come in, he is very polite, courteous and prompt with his service. We will continue to take our business here because of the high level of service and professionalism we get on every visit. read more

I've taken my car here for several years and have worked with Iman Azimi specifically. He is so knowledgeable and trustworthy and I can always rely on a speedy response and timely service. And no BS which is sadly hard to find in the auto world. His professionalism and expertise surpass most and even after moving out of the area, I'll still drive my Lexus to Tustin because of him. If you're looking for a place with top-notch service and customer care, this is the place for you. (Don't forget to ask for Iman!) read more

I've been to this Lexus dealership twice due to two recalls. I've never had a recall before and just came with an open mind, not knowing how long it was going to take or the details of it. The gentleman that helped me that day was very kind and walked me through it, asked if I was gonna hang around but when I said I was gonna try and call for someone to pick me up, he offered me a loaner and gave me the car I was debating over before I bought my car! He called me throughout the day to update me on the progress... My second recall was just as pleasant as the first, since the letter stated it would take approximately 4 hrs to fix, I called ahead and asked if I could request a loaner and it wasn't a big issue. They Actually took longer than expected, called me and informed me if my schedule allows it, I could drop it off before 9pm or offered me to keep the loaner until the next day, which didn't leave me rushing to get the loaner back. They washed my car and returned it with a full tank of gas! Car is running great and I Couldn't ask for a better experience! read more

Tustin Lexus Service has been the best experience by far Iman Azimi is so professional and honest. He is so knowledgeable and reliable, he gets you in and out. Iman always explains the process and why you need it. I drive to Tustin Lexus form Los Angeles just to deal with Iman and his expertise. He gives you 5 star service, I highly recommend him. read more

I am really glad I came here to service my car!! I am not sure why there are many negative reviews, but I guess you can't please everyone. Thank you Tustin Lexus for taking care of my car, especially Paul Kim! Awesome service and I'll be back. read more

I've been getting my Lexus serviced with Iman for years. I have long moved out of Tustin and gave my car to my mom, but he continues to handle everything and go above and beyond. Fast service, sparkly clean car on return and always hooks up a nice loaner :) Iman is the best! read more

So I went back and fourth after reading the reviews whether or not I should give this place a chance to service my car.. I am so glad I decided to my take my Lexus in for maintenance service. Inman is the Service Technician to ask for. He made my experience so pleasant that I will bring my Lexus back to him again and again!!!!! Thanks Inman read more

On a recent road trip to Calif from Texas, we experienced not one -- but two flat tires from road debris in the vicinity of Yorba Linda. Both times we contacted George Glover, Service Manager, who turned us over to Evan Nguyen, Service Consultant. They were not only very professional but very caring in helping us get our tires replaced so we could meet family time commitments. "Thank you"! Highly recommend purchasing the wheel and tire insurance policy from Lexus! read more

After first bad experience (where internet sales manager came out 2 minutes after I posted first review), I decided to give it another chance to Tustin Lexus. I pulled in and there was about a minute wait till someone came to greet me. (few others just passed by me) I started to remember my first visit. However, service person who helped me told me my service (oil change and tire rotation) would take 1.5 hour and it did! I was happy that they kept their word this time. My car was clean and was ready for another 5000 miles. :) read more

I just want to say Iman Azimi was very helpful when it came to servicing my vehicle. He's very nice and goes above and beyond to help!

My wife and I have been coming here since 2005 to have her 99 Lexus serviced. Each time we bring the car in, we are offered either a shuttle or a loaner car. We have never had any issues with quality of work performed by their mechanics. The service advisors always gives us straight answers and keeps us informed. My latest appointment was on 1/28 when I was driving my wife's car to work and the check engine light came on. I immediately took a detour and headed straight to Tustin Lexus. The minute I drove up, I was greeted by George Chen. I told him the issue about the check engine light and also requested an oil change. I was quoted $95 for an oil change which the standard price at Lexus and includes other stuff besides the filter and oil. The check engine price was $140 for their time to troubleshoot the issue and that would go toward the repair. I was offered either a ride to work or a loaner car and I chose the loaner car this time. Later that day, George called me with a status about the car and what it would cost to repair. I gave him the OK to do the repair and he called me back when it was done and said the car is currently in the wash and should be done at 5pm. I get there at 430pm and pay for the repair and also receive a complete analysis of any trouble spots detected during the oil change. The chart shows green, yellow and red. I get the car at 445pm and I am good to go. Although the service was more than I would like to pay, I feel that I got value for the price and I know it was done right. This is the main reason why I have been coming here for 10 years. They also have some of the best hours out of any Auto Service Department. Open late M-F and also open Sunday. I also own a Honda and the service is cheaper but if I need something done, it's usually 1-4 hours out of my day so I say Lexus has a good program with the ride or loaner car. My only regret with this service was not taking some free bottles of water and checking if they still had the video game machine. read more

No customer service. We came in with a pre-approval for a car loan and we knew the model we wanted to buy. No one seemed to care about our business. Or even offered us help. We walked about the office & the car lot & no offered any help. We actually left & went to go to a dealership that cares about their clients. Hopefully, this is an isolated incident. read more

I've been coming here for over 25 years My current service writer is Iman . Iman is awesome. He always takes great care of me from having Julius (longest tenured service tech) work on my car to timely updates if I have to leave my car. Iman is courteous and goes out of his way to make sure all goes smooth, from loaner cars to price. AAAA+++++ all the way, all the time. Also, Tustin Lexus has the best car wash anywhere. read more

We been going to Tustin Service for the past few years and really enjoy Paul Kim's service. We will continue going to Tustin Lexus. Thank you Paul. read more

I love taking my car to Tustin Lexus for all of the service it needs and I love working with Paul Kim more! He makes it very easy to schedule service, drop off etc and always takes the time to explain the charges to me. I'll continue to purchase and lease vehicles from Tustin Lexus and will continue all of the services with Paul. read more

I stopped at Tustin Lexus for help with my new Hybrid. It was a request for help with the audio and was not sure how it worked. Alex Valenzuela came to the rescue! He sat with me and resolved the problem I was having with patience and clear directions. I was able to be on my way in a matter of minutes. Thank you Alex. This is the kind of service you can expect at Tustin Lexus! Ann P. read more

This place rocks! Derek, in repair services is good as it gets. If you, want a quick review, these guys are HONEST. Great communication, explained the issues to me very well (I don't know much about cars) and presented me with different options to fix my car's issue. The pickup and drop off process is very convenient I came to Tustin Lexus at the recommendation of 2 coworkers and was very pleased. read more

Had my 2016 ct200h serviced here twice. Nick and Rick were extremely friendly and helpful. Services were done promptly and in professional manner. Very comfortable waiting area. read more

I have been taking my cars to Tustin Lexus for service for 15 years. I have experienced excellent customer service and a knowledgeable service team. My service advisor, Iman Azimi always keeps me updated and thoroughly explains any work that needs to be done. I recently purchased a pre-owned 2014 GS 350 from another dealership that needed some repairs, and Iman and Steve Brunworth, the Service Manager went above and beyond to get my new car working perfectly. I recommend Tustin Lexus' Service Department. read more

Really pleased with the servicing of my 2007 LS 460 L. Follows the extend warranty service and provides good advice to provide a cost effective service without cutting corners. Had my car serviced in the past 3 years with my advisor,Paul Kim, replaced suspension other issues. Engineers appear very proficient. Customer service always very friendly. Very effective use of tech with useful reminder. Thank you, Paul. The Best!!! read more

Well I've had trouble reaching out to this service center in so many ways. The manner in which they answer the phone. listen to your problem believe youfollow through with what they say. I won't purchase my next Lexus from Tustin. And if you need service or parts for a current Lexus you should try a different shop. So frustrated! Never a pleasant experience. I went in more detail on a different review. read more

I always have an excellent experience leaving my car for service here. Iman is efficient, explaining what I needed and why, gets me in and out quickly, is personable, and was very patient when I had to keep a loaner car for an extra couple of days. I liked the SUV I had, it gave me a feel for what new Lexus cars have in terms of new features. read more

I had such a wonderful experience here at Tustin Lexus. I brought my 2011 Lexus IS250 here because my "check engine" light came on. Albert quickly came to help me out and told me I had to leave the car overnight. He gave me a loaner car, the new 2014 Lexus IS. The next day I get a call from Al, and he told me that the alternator was acting up, which caused misfires in my engine. Unfortunately, it would cost about $900 for parts and labor. I had to decline the repairs at the time. When I picked up my car, Lexus Service gave me a full tank of gas, washed my car, inspected my whole car, and fixed a recall all at no charge. I am really happy and will definitely bring my car here again. read more

Steve is the man. He is shop manager. I brought my GS430 in because I was having TPMS issues. Steve fixed it for free on the spot even though he could've charged me 150$. read more

Have a Lexus RX330. Lexus had a problem with dashboards cracking. Major problem. . Under a warranty. I have waited 1 YEAR for the Dashboard to be replaced. Get same old line from them they are not responsible. Actually one service manager laughed and said it would probably not come in. My car is a 2006 It only has 119,000 miles. They are supposed last for 200,000 miles. The horror is who would buy a used Lexus with the Dashboard cracked. The service Department is rude. A year ago I was 50 on the list. I hope I don't die first. Never get another Lexus. They could care less read more

Very disappointed and feel ripped off. We blew the radiator on our Lexus SUV and the vehicle was towed to Tustin Lexus because it required a " genuine" Lexus part. The Lexus service dept. did not have the parts to repair the vehicle and it was not drivable. It was a Friday before a holiday and we were on our way out of town. I was told to rent a vehicle from Enterprise as no loaner was available to go out of town for the holiday. An $800 repair ended costing an additional $500 in rental fees because this dealer would not allow me a loaner as all other dealerships had in the past. It was not my fault that the dealer did not have the Lexus parts. I contacted the service & general managers on multiple occasions and they would not assist me in any way. I have owned many Lexus vehicles and had service at 10 different California dealerships. This Lexus dealership is the worst I have ever dealt with. read more

$2100 for a timing belt and water pump! That's downright ugly and sad. I was laughing sarcastically after I called. Westminster gave me $1025 Mission Viejo $1600 Going to Westminster! (RX350 2005) read more

Has anyone heard of eBay? Well, there are Toyota and Lexus dealerships that sell parts on eBay. I called Tustin Lexus and they quoted me a cabin filter for $78 and I found the exact one on eBay for $25. They wouldn't even lower the price on the filter because people aren't educated that they can shop elsewhere online to get a better deal. And it is simple to change it yourself. There is no way I would take my car here to get it serviced besides warranty work. The regular maintenance schedule prices are expensive. All the stuff on a regular maintenance is check this and that and just changed oil at 10K miles. $150 for a oil change is crazy. Don't be a sucker and let them know they are over charging you. Also ask for the online discount coupon that they usually will give you when you tell them they are over priced. read more

no and no and BIG FAT NO! as a customer, i do not expect to be treated like a queen, but that doesn't mean i don't deserve decency and courtesy at any given point. this lexus dealer's service department sucks...really aweful in every possible way! 1. do not, i repeat, do NOT hang up on me. there's nothing that throws me off the edge more than this act of rudeness. if i wanted to wait to speak to a service consultant in person, my wish should be granted. do not try to convince me that he's busy, no other consultant is available and their manager also is not available. do not hang up on me when i am on the other line, waiting!!! HELL NOOO!!! where are your manners and professionalism? 2. do communicate within your department and follow up promptly. my time is precious, just as yours is, and when you can't get things done within the promised time frame, it'd be nice to follow up to let a customer know what is to be expected. don't try to excuse yourself by blaming the technicians and how they failed to inform you. 3. do value the cars you sell, service and the customers who drive them. if you cannot provide a loaner car, then at least make sure your customers can drive off with cars that are comparable to lexus. your phone message says you have over 100 loaner cars in stock, yet you could not spare me one? you should've seen the reactions of other customers at the enterprise rental car place (which by the way was a chaos on it's own). none of us left with happy face when the wait to get a small sedan rental car was 30 minutes. apparently, a little bit of b*tching and whining got me a new lexus suv loaner (and magically my car was fixed in 3 hours which they couldn't get it done the first 24 hours). read more

79 reviews and this is my very first 1 star review. I would give this place zero stars if I could. I went here only because Newport Lexus didn't exist at the time. They charged me 700+ for a tune up which should have been 300 or less However, this was the worst: A few years ago, I brought my car here when the brakes started squealing a little. I had only had the car for 2 years and it had about 20,000 miles on it so I knew that it would be covered by the warranty. I dropped it off and had a friend pick me up. They called me a few hours later and said that it was done. I picked it up and when I got back near my apartment, it was squealing again. Wtf, right? So I called them and asked what the deal was. Me: Hi, I just had my car in for the brakes squealing and it's still doing it. Guy: What's your name? Me: Nancy Guy: Oh yeah, hi I remember. It's still squealing? Me: Yes. Guy: we already fixed it Me: No you didn't. Guy: Well...we can't fix it because your car is past the 5 year warranty. Me: my car is only 2 years old Guy: Well...It has over 50,000 miles on it Me: It has 20,000 miles Guy: Um...........um..........I guess.........you can bring it back in...... Wow, seriously? Do you think I'm stupid? Or do you just think that I don't know jack about my car? Even worse, this was the SAME GUY who I talked to earlier in the day about bringing in my car in the first place. Sooooo it was under the warranty in the morning and not in the afternoon? NEVER going back here ever again, especially when Newport Lexus is only a few more minutes ago and has fantastic service. read more

This place is a rip off. The only reason I even gave more than one star is because they at least washed my car before I left without accepting their recommendation for service. I have been having intermittent problems with the air pressure sensors on my tires and they tried to tell me one of the sensors was bad. The service advisor said it was the spare, but the mechanic said it was the driver side rear. Either way it was going to cost $280 to replace just one, so hopefully they figure out which one it really is, right? When hubby told them that was too much, they gave him some BS story about the sensors being proprietary and that only a Lexus dealer could replace them. I guess they never heard of Costco Tire Center! Got it fixed there for $65 instead of getting reamed by Lexus. I won't be going back to Tustin Lexus for my other regular service either. read more