Doug Cook is not the brightest person when it comes to making deals. Doug insists a credit application when client is paying with a cashiers check. What a waste of time for us, we bought two Lexus from another dealership the very next day.

should have learned my lesson from my last lease here in Nov 2020 (that's a different story where Doug tried changing the agreed upon deal 2 times before it was corrected while we were in finance. It's not surprising all the poor experiences are here. Our 3 year lease is coming up in Nov 2023 so received a Loyalty offer so elected to make an inquiry with a similar proposal to the last deal but utilizing current market RV, MF, and current incentives. Loyalty letter was from SM, Doug Cook, but he relegated Stephen Noh to be the sales point of contact. I used the loyalty email to spell out my exact offer that I was looking for on their in stock model to be fully transparent and expedient. Stephen emailed me so I called him to expedite things. He acted as if he did not see my proposal so I forwarded it directly to him and asked him to follow up on text once he talked to Doug. He pinged me right back a few minutes later and said that their offer and mine had a huge delta, but he wanted me to "come down to discuss". No way I'm going to waste driving over an hour each way on the 405 to "discuss' things. I told him as such and he promptly unsubscribed me from the text thread without even an acknowledgement. This is not only rude, but childish, and completely unprofessional. This is NOT the type of person that should be handling Loyalty clients. May be this dealership management doesn't care. [I got the sense of that from our wonderful internet sales manager at the time who got our previous deal done remotely and smoothly. He left a few months later and alluded to this.] I'm happily returning to our previous dealer in west LA to sign an even more aggressive deal than I had asked Westminster for. Only took 3 emails to confirm the deal and taking delivery tomorrow. The best way to show dealers- don't buy from them and don't put up with their unprofessional tactics.

Very Bad Experience to buy car from this dealership, I'm wasting my time to go and buy the SUV from them, Already Signed the doc and pay for the deposit, The Sales (Shooter) call and said I cannot sell you the car, Maybe they are Racist because I'm Chinese who try to save the Taxes money. Not surprising me when i see all the bad review from this Dealership.

My nightmare of an experience with Lexus Service of Westminster began due to an occasional knocking from my car interior that had been bugging me for a while. The saving grace of my experience was that I had the sense enough to not let them touch my car and am lucky that I am only out the $175 they charge for a “diagnosis”. I was confident the sound was coming from the sunroof and figured it would be worth a try to get it diagnosed by a Lexus dealer as the vehicle is still under extended warranty. Unfortunately, because my issue was not a mechanical failure and just a noise it was not covered under my warranty. Expecting to get in for a brief and to the point diagnosis after making an appointment I was informed the car would need to be kept overnight. At this point they assigned me a Toyota Rav4 with a crack in the windshield that they had on loan from Enterprise (which was noted on the preliminary inspection). I was disappointed to hear the man next to me was able to get a Lexus loaner while I was given the Rav4 but not the end of the world, just slightly off putting. After leaving my car overnight for 2 days I received the first communication from the dealer that the diagnosis was completed and in the form of a text message found out that what I thought was a simple rattle fix would actually set me back $2,690 and would entail replacing the entire sunroof assembly. After pressing how that could possibly be the most practical solution the tech assured me that the cables in the assembly were the issue and the best way to fix the problem was to replace the entire assembly. They also made sure to let me know that my fog lights weren’t working and could be fixed for $200. Having some experience with automobiles I declined and returned for my car the day after. Upon returning the loaner car, I was held up an excess of 15 minutes after paying the $175 diagnosis fee and needed to leave to get to work. The reason for the delay was because they were contemplating whether I was to be charged for the crack in the loaner car windshield which had already been noted on the preliminary walkthrough. After getting fed up of waiting I had to ask why I was being held up and was informed it was because of the crack and that they would talk to their manager and have my phone number and payment information in case they needed to charge me for the damage. At this point I also noticed that there was no real breakdown on their estimate and my invoice was simply the transcribed statement from myself describing that I believed the issue came from the sunroof, and this in their eyes was worth $175. I reached back out to the tech that I had originally met with and asked for more detail regarding the estimate and a more in-depth breakdown, when he informed me, he had actually made a mistake and the original estimate of $2690 was actually just for parts and didn’t include labor which would be roughly $1900 in addition to the $2690. After leaving with a terrible taste in my mouth and a feeling that I had been taken advantage of I decided to check one of the other minor issues they had reported, being the fog lights not functioning which I hadn’t even noticed until that point. After a quick trip to AutoZone to try and replace the fog lights to see if that was the issue it took me about 15 minutes to realize that the issue was actually because the two fog lights were not plugged into the battery of the vehicle. These people had my car for 3 full days, charged me $175 and couldn’t tell me that was the issue? At this point I called to speak to someone in customer service and had to call back twice before finally getting in contact with their customer service manager, Vicky. Vicky was completely unprepared for the call and was not aware of who I was. I explained my situation and she seemed very concerned that something could possibly be overlooked by their techs and asked that she investigate and call me back. Vicky called back minutes before the service department closes and had made a 180 degree turn in how she handled the situation and when I asked for my diagnosis fee to be refunded due to incompetence, she had nothing but condescending responses and was trying very hard to usher me off the phone call without any sort of resolve. She assured me that “they work on a lot of sunroofs and that the best way to fix the problem is usually to replace the entire fixture.” This occurred in September and since then, I have done some research and was actually able to fix my initial “$4,690 problem” with a $57 rubber gasket that I installed myself and found that these gaskets are a very common problem and wear out regularly, especially in warm, sunny climates that SoCal experiences year-round. I am disgusted with the overall incompetence of the techs at Lexus Service of Westminster as well as the pathetic excuse of customer service and total lack of acknowledging major mistakes and deliberate exploitation of loyal customers to the Lexus brand. I would urge anyone considering this establishment to go elsewhere as you’d be better off flushing your money down the toilet and doing the work yourself.

Dishonoring Written Agreements? It's just another day at Lexus of Westminster Presenting the Dishonorable & Disrespectful; Brian Souza & John Oh, GM If you've read my reviews, you know I tell it like it is - so here you go... I was guaranteed a specific LC car - IN WRITING - citing a the car's VIN, that was inbound to the dealership. I trusted their word and cancelled an order for another car/brand. After filling out the required credit app and being reassured numerous times IN WRITING that the car was mine when it came in, Brian Souza called me to say that they decided to give it to a buddy of John Oh, the GM, and I could pound sand. Though he did promise to call me back later that day with a resolution. No call ever came. I followed up numerous times - never a return call. It's been weeks. Don't trust Lexus of Westminster; their honor or their commitment. They dishonor their agreements and won't care about it - or you.

The advisor, manager and technician are careless at their job and overcharge.i been there to repair the gas pump after 7 days gas liking again i come back to there complain. They assume that there is another issue with the car that is not even related to the problem that are presented when returning the vehicle or repairing it. I take my car o another dealer it found same problem was buy technicians to installation retainer not correction.