Tustin Lexus

Tustin Lexus provides quality service. The service representative, Evan was thorough in explaining and follow up. He was courteous and pleasant to deal with. The place is clean and organiz The service representative, Evan was thorough in explaining and follow up. He was courteous and pleasant to deal with. The place is clean and organized with fast transactions. Thank you. More

A horrible experience filled with incompetence. I made an appointment for my 80k scheduled maintenance and car painting. They didn’t have my paint in stock so I pre purchased it. I was told they ha I made an appointment for my 80k scheduled maintenance and car painting. They didn’t have my paint in stock so I pre purchased it. I was told they have someone who comes into provide bodywork. I followed up on the arrival of my paint then said spoke with the advisor again. He ensured me a loaner and service. When I arrived he forgot about the appointment and eventually provided a rental with a colleague. The next day he called to say my car was ready and mentioned no mishaps while I was at work. I woke up 2 hours early (6am) before work to drive from Long Beach to Tustin to retrieve my car. I texted the service advisor that I was on my way but there was no response in 30 min. I then called and spoke with another advisor asking him if he could prepare my car and paperwork I would arrive in 20 min. He said ok and he will have my paint ready for me. In disbelief I responded you all were supposed to paint my car that’s why it was at your location overnight. He notified me they didn’t perform the service due to liability but would give me the paint. I told him I do not want the paint to keep it. I need to go to work. He notified me I would need to go to parts as well to receive my refund. I was livid. Upon arrival the latest service advisor wasn’t at his desk so they tried to give me another advisor he said no have her wait in his office. Eventually he came in asking how I was doing as if he didn’t just talk to me. He didn’t have the paperwork prepared and multiple time tried to convince me to keep the paint and had it at his desk. I was beyond frustrated I was not heard and not one person completed anything asked of them. There was no remorse and truly I could careless attitude. He finally called parts and told them I didn’t want the paint. I was refunded. Went to my car which still had the plastic over the seat and carpet protector on the drivers side. I drove out of my way for a service not provided, by a staff that presented themselves as incompetent. I could perhaps understand if the service area was busy or if I mistake was made and quickly discussed or even if I was addressed with remorse followed by fulfilling my other request but instead I had to stand up for myself and continue to argue my wants. This was my first bad experience with Lexus and truly a disappointment. More

very good service. matteo was able to get the car very quickly and give us a good deal on the car matteo was able to get the car very quickly and give us a good deal on the car More

Derek Kincebach handled everything flawlessly for me. My vehicle needed new back brakes and an alignment. Both were performed with excellence. Derek provided an estimate beforehand, and Tustin Lexus even My vehicle needed new back brakes and an alignment. Both were performed with excellence. Derek provided an estimate beforehand, and Tustin Lexus even offered a 10% discount. Thank you very much for taking care of me and my vehicle. I appreciate you! More

Transaction was smooth. A little disappointed that I had to come back for the extra key since they didn’t check before driving off and declined to fill my tank. A little disappointed that I had to come back for the extra key since they didn’t check before driving off and declined to fill my tank. More