Tustin Lexus

I came in for a 3:00 PM check engine light scan. I left two hours later without service, without a loaner, and without any explanation whatsoever. Let’s walk through what happened: 3:00 PM – I I left two hours later without service, without a loaner, and without any explanation whatsoever. Let’s walk through what happened: 3:00 PM – I arrive on time for my scheduled appointment. I’m told, “just a minute.” I wait outside on a bench so uncomfortable it felt like a test of pain tolerance. No one checks in. No updates. No service. 4:00 PM – Another customer arrives, without an appointment. He’s immediately greeted by Derek Kincebach, who had texted me earlier but never actually helped me. That customer is given a loaner and taken care of immediately. 5:00 PM – I’m finally acknowledged by Antonio Romero, who casually informs me they’ll need to keep the car over the weekend and… no loaners are available. So to recap: ✅ I drove from South Orange County ✅ I showed up on time ✅ I waited two full hours ✅ I missed a work commitment I planned my day around ❌ I got no service ❌ I got no loaner ❌ I got no apology ✅ The guy who walked in an hour after me, with no appointment, got the last loaner and left happy The message I received? My time didn’t matter. My loyalty didn’t matter. My business didn’t matter. All this for a simple scan. Not a major repair, not a rebuild, just a diagnostic check. One that could’ve taken 5 minutes with a scanner. Instead, I got ghosted by one advisor, brushed off by another, and completely disregarded by a team that seemed more ready to clock out than offer help. I’ve been coming to Tustin Lexus for years because their service team used to be worth the drive. This time? It was insulting. If this is what “luxury service” looks like now, I recommend anyone considering Tustin Lexus to reevaluate who’s actually earning your loyalty. More

Thay sold me a Bad car It has a lot of problems, including an interior with pet hair and broken handles, and the second day after I bought it, a check engine sign appeared. including an interior with pet hair and broken handles, and the second day after I bought it, a check engine sign appeared. More

Purchase made easy with no pressure. Andrew provided choices and options that I was asking for and delivered. Andrew provided choices and options that I was asking for and delivered. More

Excellent and professional service! They paid attention to every detail and took great care of my car. They paid attention to every detail and took great care of my car. More

I didn't expect that this store actually has Chinese services, which made my car purchase very pleasant and smooth, and I understand the specific meaning of each link. I will recommend my Chinese friend services, which made my car purchase very pleasant and smooth, and I understand the specific meaning of each link. I will recommend my Chinese friends to come here to buy vehicles. I hope that this store can provide after-sales Chinese services, which will be even more perfect. I will consider moving near this store. More

James Olson is the BEST! He was able to fit my Lexus in for service with tight work schedule. Not only did he deliver, he is very professional, communicated any issues about He was able to fit my Lexus in for service with tight work schedule. Not only did he deliver, he is very professional, communicated any issues about my car, and made me feel like a VIP! I will definitely come back to Tustin Lexus for all my Lexus needs. More

Steve Rivera was excellent. Professional,friendly, and very efficient. He had me out in no time even with a car wash! Very happy with the service! Professional,friendly, and very efficient. He had me out in no time even with a car wash! Very happy with the service! More

User friendly reservation system; I was able to schedule a reservation at the time I wanted for the following day. They were ready for the vehicle and the service technician explained what they recommended a reservation at the time I wanted for the following day. They were ready for the vehicle and the service technician explained what they recommended and the pricing. I waited for the car and it was essentially ready within two hours More

The whole team went above and beyond to make this happen for our family. Starting with Danica, Steve, Eddie and Patrick. The process was super easy. for our family. Starting with Danica, Steve, Eddie and Patrick. The process was super easy. More

Wyatt Applebury service advisor was very upfront and explained all that was needed for my car service . explained all that was needed for my car service . More