Lexus Santa Monica - Service Center

Tim Nelson is outstanding. He truly cares about his customers. Friendly, empathetic, professional, follows-up with the vehicle and the customer. Goes out of his way to make the customer feel they are i customers. Friendly, empathetic, professional, follows-up with the vehicle and the customer. Goes out of his way to make the customer feel they are in good hands. Doesn't attempt to add unnecessary repairs or inflate the price. Whatever is wrong, if anything, with my Lexus ES 330 is what is wrong. Nothing more. Tim and a couple of his service co-workers are the only reason I still go to Lexus Santa Monica. I believe the quality of the other service professionals have benefited from Tim's presence. Hopefully Tim will be promoted to be the supervisor at some point. His fellow service professionals would benefit from his high standards and mentorship in that position. Tim would be a welcome replacement and significant upgrade from the current supervisor, Daniel, who should not be allowed any human contact. Any customer would benefit greatly by requesting Tim to handle their service. More

I look forward to servicing my Lexus at this phenomenal location. The customer care is great and they respect my precious time. They are very friendly and organized. Eddie Barajas is the best service advis location. The customer care is great and they respect my precious time. They are very friendly and organized. Eddie Barajas is the best service advisor I've ever had. He would be one of the reasons I would get another Lexus when my lease is up (to continue to get my car serviced there). I've gone to Lexus South Bay for service, it is a disgrace and doesn't even compare. More

I have been to the Lexus Santa Monica service shop 3, or 4 times now and all of my experiences, except this last one, have been great. The service was unorganized and exceptionally unfriendly during this vi 4 times now and all of my experiences, except this last one, have been great. The service was unorganized and exceptionally unfriendly during this visit. Not that everyone there was rude but that the employee I was working with did not give me all the information I needed and he simply did not make me comfortable. It's widely known that getting service done at the dealership is more expensive than other mechanics and of course studies have shown how women are more likely to be scammed by mechanics or repair shops than men. Yet, until my most recent visit here I did not feel that was the case. I researched the price and types of tires, front wheel & side mirror I actually could have gone with and the cost of parts, labor + alignment at another shop would have saved me over $600! The person helping me of course neglecting to explain the different options I could have gone with leaving me to think my model could only use one type of tire. When I asked for a write up of all this he didn't include any details! It was a ludicrous report and because it was a holiday weekend I really felt pressured into agreeing quickly so he could get the parts in before my trip out of town. The parts were still late and my car was ready days after the estimated date which had me rushing back from NorCal to return the loaner car before incurring the late fees ($60/day). I could go on about other details but basically the service is hit or miss here and like anywhere, you need to do your research beforehand. More

Jose Gamboa's service at the Lexus Santa Monica service center was amazing. I was on my way to a client meeting and got a flat tire on my RX350, so I brought it in to the Lexus Santa Monica service center center was amazing. I was on my way to a client meeting and got a flat tire on my RX350, so I brought it in to the Lexus Santa Monica service center to get it replaced. I was hoping to get a loaner so that I could still make my meeting, however, I had lost my wallet (or so I thought), so I didn't have a driver's license, so I couldn't take a loaner which meant I was going to miss my meeting. Jose realized the predicament I was in, so he moved my car up to the front of the service line so that it would be fixed quickly so that I wouldn't need a loaner and I could still make my meeting - absolutely phenomenal service! The best part is that when the car was ready, Jose mentioned that he also had it washed for me really quickly (amazing!) and the guys washing my car found my "lost" wallet! It turned out to be the best day ever! You don't find service like this from many brands/companies these days, so I wanted to make sure that I let others know that amazing customer service still exists, and you can find it at the Lexus Santa Monica service center! More

I would not recommend Lexus of Santa Monica Service Center to my worst enemy. The Service managers and employees are only interested in making money off of the service requests. When I first arrived, I Center to my worst enemy. The Service managers and employees are only interested in making money off of the service requests. When I first arrived, I received acceptable service as I listened to Jose Gamboa explain all the services I would probably need today merely by LOOKING at my car and odometer. When I explained that I was only there for a routine oil change (and I had Prepaid Auto Care), he became cold, resigned, and "needed to speak with his Service Manager." When Jose explained the details to his Service Manager, Daniel Cabrera, Daniel treated me rudely. He informed me that after 3 years of loyal and faithful patronage to Lexus Santa Monica, they would no longer honor my Prepaid Auto Care because it was purchased through another Lexus dealership and is not profitable for them. Daniel then walked away and Jose took care of another customer. I am horrified by the lack of customer service I experienced at this dealership, as it is not what I have come to respect and appreciate from Lexus. I will not recommend this dealership nor will I return for any services or purchases. More

I had my LS 400 repaired there and it took off when I drove it! I had to have the car towed back as it was posesed! (sounds funny now, but I could have killed someone!) I have NEVER had this expierience drove it! I had to have the car towed back as it was posesed! (sounds funny now, but I could have killed someone!) I have NEVER had this expierience with a car in my life. They said the trottle was jammed open with something, they repaired it and then it started leaking. This was the reason I took it to them in the first place! They repaired it yet again and then they scratched it! They offerd to repair the scratch but I said "No Thanks" "I'll live with it" I was very dissapionted, they seem nice but the repair shop does not seem to know what they are doing. More

Brought in my Lexus ES 330 to fix seat problem and they just took out a part and the seat whobbles. Took it back two more times before they would replace the whole track for the seat which was under warra just took out a part and the seat whobbles. Took it back two more times before they would replace the whole track for the seat which was under warranty. More

ABSOLUTELY THE BEST More

I DONT KNOW WHAT ALL THESE YUPPIES ARE COMPLAINING ABOUT.... LEXUS SANTA MONICA IS THE BEST. THESE OTHER PEOPLE PROBOBLY DIDNT GET THE DISCOUNT THEY WANTED. THE SERVICE TEAM AT LSM IS AMAZING ABOUT.... LEXUS SANTA MONICA IS THE BEST. THESE OTHER PEOPLE PROBOBLY DIDNT GET THE DISCOUNT THEY WANTED. THE SERVICE TEAM AT LSM IS AMAZING More

I owned a pre owned 93 LS 400 and was happy taking my vehicle to this dealer up through 2001. Similar to Geoff review, I developed very similar opinions over the last few years where I saw lots of turno vehicle to this dealer up through 2001. Similar to Geoff review, I developed very similar opinions over the last few years where I saw lots of turnover with who was helping me in the past. Lack of knowledge showed with the services team and a lack of caring for the customer. For the last three years, I have taken my vehicle to an independent mechanic and will not go back to SM Lexus. More