Lexus Santa Monica

Apathy replaces good customer service. My husband and I have been excellent, loyal customers for over 15 years and have leased 6 expensive cars from Lexus Santa Monica. Our salesman, Ro My husband and I have been excellent, loyal customers for over 15 years and have leased 6 expensive cars from Lexus Santa Monica. Our salesman, Ron Holbrook, has never had to "sell" us a car. We've always called him a couple of months prior to the end is the lease to arrange for the next model. We are easy, no problem, customers who have never missed or been late on a payment. Ron has always encouraged us to turn in the lease a month or so early and they would "take care" of the last payment of the old lease. We know, it's, most likely, been wrapped into the new lease payment but we never complained. Last April, we received a 3 payment waiver offer from Lexus. Ron told us to bring the car in about a month before the end of the lease for the best deal. There was, as always, 1 payment due on the old lease. Of course, the word from Ron was, "we'll take care of it". Not to mention, we had the 3 payment waiver offer. Whatever that really means. Lexus Santa Monica took our old car, we signed the new lease papers and we were finished. 4 months later, we receive a statement from Lexus for 1 lease payment and over $600 in "damages". We were shocked and contacted Lexus SM to help sort this out. Unfortunately, it turns out, they don't really care about good, loyal customer issues are after you drive off the lot. The GM, Mr. Unger, especially doesn't care. We seem to be pests to him. He will not even provide us with his attorneys name and number. We waited for a month, fully expecting Lexus of SM to "take care" of this mistake, we received no response. We, stupidly assumed they "took care" of it. Then, we started receiving outrageous phone calls from a belligerent collection agency. Again, we were truly shocked by this treatment. Interestingly, the collection agency told us that the dealerships will "say anything to get the sale" We contacted Lexus of SM several more times about this. They just passed the blame onto Lexus corporate. No help what-so-ever. We finally had to get our attorney involved and finally got the 1 lease payment removed, but not the "damages" we were never made aware of until 3 months after the new lease papers were signed. Apparently, there is a hole under the front bumper. We had never seen it. How do we know they didn't cause the damage? Why were we not made aware of this at the time we turned in the car? Why were we not given the opportunity to repair this on our own? We reached out to Ron and Mr Unger at Lexus SM again. Again, they blew off our request to "take care" of this issue, as promised. My husband and I have been in sales our entire lives. This treatment is flabbergasting to both of us. Neither one of us would ever treat a customer this way. At this point, it's purely principal. We told Lexus SM we would never buy a car from them again and they simply don't care. Wow... is a few hundred bucks really worth losing a loyal customer who has leased from them for 15 years? Things have changed at Lexus SM, so buyer beware! If you have a problem with your purchase or lease, after you sign, you can just eat it! Next car, BMW or Mercedes. Hope we can find a dealer who respects loyal customers. CB More

Professional Fast Courteous Richard Doherty greeted us with a smile and was our contact from start to finish. The recall service on our is350 was completed in less time than expe Richard Doherty greeted us with a smile and was our contact from start to finish. The recall service on our is350 was completed in less time than expected. The waiting area was very upscale. Overall I was treated like a VIP, a definite plus if Lexus ownership. More

Christopher Young was great! He was very helpful and very efficient. Contacted me promptly when my car was finished. He was professional and reliable. I will call him again for se He was very helpful and very efficient. Contacted me promptly when my car was finished. He was professional and reliable. I will call him again for service. More

Douglas Elliot 5 star service My experience at LSM was fenomenal. Great service, staff and Mr Elliot provided a truly professional customer experience. I would definitely recommend My experience at LSM was fenomenal. Great service, staff and Mr Elliot provided a truly professional customer experience. I would definitely recommend To all friends and family. More

Douglas Elliott Doug was very friendly and professional. I came to the Lexus service center to have my car checked for what I thought was a problem with the car. Doug Doug was very friendly and professional. I came to the Lexus service center to have my car checked for what I thought was a problem with the car. Doug addressed my concerns and was able to have my car seen by a mechanic for a diagnostic exam. Thankfully my car came back with no issues! Thanks Doug! More

Simple oil change I scheduled an appointment for an oil change at 7:15am. Told him what I came in for and what price I was given for synthetic oil so everything was goo I scheduled an appointment for an oil change at 7:15am. Told him what I came in for and what price I was given for synthetic oil so everything was good. After he finished all the paperwork, I went to sit in the waiting room, where I had a good view of all the cars coming in for service in the lot. I see my car sitting in the lot thinking someone will eventually get my car to go get the job done. 8am I still see it sitting there so I decided to go to the front desk and asked for the status of my car. Spoke to a lady and she said she'll get the person that was helping me and she also remembered I came in at 7am so she knew I had been there awhile. Couple seconds later, I saw Angel and told him my car is just sitting in the lot and that I had work at 9am. He said "ohh I thought I had sent it in to the shop already" so he rushed out and told a service guy to rush the car into the shop. 30 mins later the car was done. I left the service center at 8:30am. It basically took them 30 mins to do a oil change, but for some reason I was there for over an hour. Business day starts at 7am and 7:15am is the earliest appointment they had available so i booked it thinking i'm the 1st car in so I should be done quick....not what I had thought. More

Fantastic Service John Lurch provided me with stellar service at Lexus Santa Monica. I had several concerns and he addressed them with exceptional attentiveness and h John Lurch provided me with stellar service at Lexus Santa Monica. I had several concerns and he addressed them with exceptional attentiveness and helpfulness. I have never had such fine experiences with car service. I love the car and the service is impeccable. More

Awesome I had a 7:00 am appointment for an airbag recall. Oscar Najera promptly came to my car at 7:00 am. A few minutes of paperwork and I was in the shuttle I had a 7:00 am appointment for an airbag recall. Oscar Najera promptly came to my car at 7:00 am. A few minutes of paperwork and I was in the shuttle and on my way to work. I received a call when my car was done, washed and filled with gas. Easy, stress-free service. More

Excellent Service! I would like to thank my service assistant who made my experience so stress free. Thank you Oscar Najera for your pleasant and knowledgeable help. Y I would like to thank my service assistant who made my experience so stress free. Thank you Oscar Najera for your pleasant and knowledgeable help. Your attention to detail and your explanation of the problems with my car were most helpful!! I look forward to working with you in the future. Barbara B More

2015 GX460 Purchase Where to start? If I could I give this dealership ZERO stars I would. The only redeeming quality it has it has is that Paul and Josh seem to care. I Where to start? If I could I give this dealership ZERO stars I would. The only redeeming quality it has it has is that Paul and Josh seem to care. I flew down from the top of the state to purchase a 2014 GX,Josh picked me up at the airport (which I greatly appreciated ). The GX was advertised as 'L\Certified', low miles and perfect condition. When I arrived the GX was dirty, scratched, and the certification had been revoked due to a airbag being deployed. I did test drive the SUV and discovered that the drivers front door did not close properly. When I asked to speak to the head of certification, I was left sitting for two hours in the service department while they tried to track the man down. Finally I was able to speak to the manger of certification Tim Nelson, he had no idea why the car had gone through the cert process and had a door that didn't even close. No apology or even excuse. Suffice to say I had to switch gears and start the search over again. Paul expressed reasonable paitence with me as I had to test drive another 5 GX'S. After several hours I finally had it down to two SUV's and asked to discuss numbers with the manger. Roger the used cars sales manger came in and proceed to verbally barrage me with how much money he lost on the car I had rejected. He refused to negoiate a single penny. He left me in tears in Paul's office. I was appalled and insulted. I nearly walked out. However the fact that I had already sold my BMW the day before and was 700 miles from home left me with little choice but to move ahead and purchase a car. Being that I have a lot of experience in purchasing used cars I decided to try negations once more with Roger. It was an awful experience. However, I did get the price down by $500. I purchased a 2015 GX 460 'L\Certified'. The certification document that was supposed to be included in my final paperwork and documents was not provided. While driving the SUV home I discovered two of the seatbelts did not work and underneath the back seat was a cigarette butt. From my research cars that have been smoked in do not qualify for the 'L\Certified' program. Also the 161 point inspection for certification is supposed to review and test each and every safety belt. Clearly they did not throughly inspect the car. I have been reaching out to the dealership on multiple levels for several days with hardly response. Paul has returned my calls, only to say that he doesn't know where the certification document is. None of the management, or finance department has cared to return my calls or emails. (I feel like they got my money and now don't care. Typical used cars salesmen). I called the nearest Lexus dealership to me and spoke to their head of 'L\Certifed' and used sales and they said that car I purchased should not have been allowed on the lot or at least priced appropriately to reflect its true condition. I also learned that I should have received new floors mats for the front, back seats and the rear storage area, as well as key gloves for the remotes. I only received mats for the front and back seats. If you want a true luxury car and experience go to BMW or MERCEDES. They at least deliver quality for the price. And most likely the sales manger won't yell and make you cry. Don't bother buying a certified or pre owned car here, their quality control is a joke. More