Tustin Lexus

I went shopping for a car this past Super Bowl Sunday. My husband and I are repeat Lexus customers and we have bought 2 cars from Tustin Lexus in the past and were pleased with our buying experience; however husband and I are repeat Lexus customers and we have bought 2 cars from Tustin Lexus in the past and were pleased with our buying experience; however this trip was a fiasco! We arrived at the dealer around 4:00 in the afternoon. Ted, whom we had spoken to the week before, greeted us. We were considering a Lexus GS Sedan, but decided we wanted to test drive a Lexus IS 250. We were looking for it in red with navigation. Ted told us he did not have one on the lot and therefore could not take the deal any further. This offended us, as we wanted to test drive one. My husband insisted he show us one in another color. We did test drive silver IS 250 and liked the vehicle a lot, but we still wanted a red one. He checked his computer and found one in stock, but it was stored at their storage facility. He said he would have it brought over and in the meantime we worked a deal. My husband was not satisfied with the numbers Ted brought us. We countered his offer and 5 minutes later he returned and told us "they wanted to think about our offer." We left upset but returned 10 minutes later after I convinced my husband that their offer was reasonable. Ted was ecstatic, sat us down in his office and left us there for a few minutes. When he returned, he said he had made a mistake, and the previous offer was no good. They raised the price a $1,000 and lowered our trade-in value. When my husband complained, he scolded him for not jumping at the first deal when he had the opportunity. We countered again, and came to a deal we could all agree on. The only problem was the car could not be brought in today because the storage lot was closed. He wanted us to sign the papers without ever seeing the car, and my husband said NO WAY! We told them we would come back and sign the papers the next day after we got off work. Ted was not happy, but he agreed and told us the car would be waiting for us. At 4:00 in the afternoon the next day, we got a phone call from the sales manager informing us that he could not honor the deal that was made the previous day. He raised the price another $1,000, apologized and said he would honor the new price. My husband told him we would think about it. That night we went to Westminster Lexus, who matched the original deal we made with Tustin, Lexus. They were courteous and made us feel like we were royalty. We were treated in a straightforward manner there, had a very pleasant buying experience, and most importantly we got the deal we wanted without any run-around. We drove our new red IS 250 home as happy as ducks floating in a pond, and the best part of all was we had a message from Tustin Lexus when we returned home saying they had good news for us. I'm assuming they realized they pushed us a little too far and wanted to renegotiate, but it was too late for that. I will never considering buying a car from them again, and I recommend that you don't either unless you want your blood pressure to go up, and your wallet to go down. Best wishes with your car-buying experience! More

My husband and I have purchased several cars there and have always been treated very well. Everyone is in good spirits and very friendly. Although the paperwork is tedious,they really place an effort to m have always been treated very well. Everyone is in good spirits and very friendly. Although the paperwork is tedious,they really place an effort to make the experience as easy as possible. They treat you personally and go through all the important details about the car and all the features. They take time to go over any questions you have. We are more than satisfied with the service.Nick More

I purchases a car battery at the Newport beach dealership I purchases a car battery at the Newport beach dealership within a two year period.(Within this time frame the battery is fully covered, outside tha I purchases a car battery at the Newport beach dealership within a two year period.(Within this time frame the battery is fully covered, outside that time period the battery cost you half the retail price to replace). When I purchased this battery I did not get it through the service side but rather what they refer as over the counter(I installed the battery myself) When you make a over the counter purchase your part is not recorded as is a service record. In my case the battery was not on record and to replace the defective battery I then had to show proof of purchase for a replacement battery. I keep good records though I could not find my receipt. I called the tustin lexus dealership and talked with the dealership manager about my situation and told the manager that I had purchased my vehicle from them some 8 years prior.I have spent over 60K over the lifetime of this vehicle and had serviced my vehicle with them on a number of occasions. I simply wanted an exchange or I was settling on half the price on the battery. This man told me no business without the proof of purchase. I am not a mean spirited person but I must say if this is now a luxury car company behaves than I will have nothing to do with it. When I talked to this man he reminded me of a used car salesmen trying to take every dollar he could rip you off with. These people are a piece of work that is hurting a great car line! More

Avoid Tustin Lexus like the plague. This dealership is run by a bunch of arrogant people that show no compassion to the customer. Their service charges are ridiculously high; they wanted to charge me $850 run by a bunch of arrogant people that show no compassion to the customer. Their service charges are ridiculously high; they wanted to charge me $850 for the 30K services which is 3 times higher than what Westminster Lexus charges. When I confronted them about their high prices, they acted like it was a privilege to have my car serviced over there. Their whole staff from the service manager to the valet is arrogant, clueless, and rude. I will never go back there. More

My only regret is that I didn't read some of these fantastic reviews before I made the monumental mistake of stepping foot on the Tustin Lexus lot. It turned out great for me, as I did not buy a car fantastic reviews before I made the monumental mistake of stepping foot on the Tustin Lexus lot. It turned out great for me, as I did not buy a car from these low lifes. Trust me, even if you have to pay more money for a car elsewhere, you are going to want to do it. The review describing coming to an agreement on the price, and then having them renege on the deal applies to me as well. I heard that the the Orange County Register will be running a story in a month or so regarding "Ethics and the Car Buying Experience." From what I hear, it chronicles generally the tactics employed by car salesman to "get the deal done" at all costs - the article will also rate individual Orange County dealerships based on customer service - Tustin Lexus will be one of only two Orange County dealerships that will receive a "D" grade as a result of customer complaints and dealings that "shock the conscience." More

Over the years we have purchased five LS series cars. Love the cars, hate the purchase experience and the price. My wife and I have always had service work done by Tustin Lexus but never buy there. Too m Love the cars, hate the purchase experience and the price. My wife and I have always had service work done by Tustin Lexus but never buy there. Too many egos, just horrible experience. So we always look on the internet for best dealer pricing or for certified used. Never going to do anything but try to get service work done by Tustin Lexus. More

I do not recommend this dealership to anybody. My car got total and I had to buy a car. Because I have a newborn my husband was looking for a car for me. After dealing with Ted Chaplin and Kamron for severa total and I had to buy a car. Because I have a newborn my husband was looking for a car for me. After dealing with Ted Chaplin and Kamron for several hours my husband came to agree on the price for a 2007 Rx 350. So he drives 40 miles to pick me up and I have to leave my newborn with a relative at home and drive 40 miles back there to close the deal ,guess what? after we went to great length to acquire the funds they say that they can't sell the car for the price they were agreed to.Ridicules.Bunch of Liars. Don't waste your time and your money. More

I have visited Tustin Lexus on several occasions for service and parts on my RX and ES. The consultants were friendly and helpful. Even though some of my work was minor, they offered me a loaner car, service and parts on my RX and ES. The consultants were friendly and helpful. Even though some of my work was minor, they offered me a loaner car, which was a nice touch. The parts department was helpful several times as well. As with most dealers, their prices are generally higher than what you can find elsewhere, so I don't always use them. But I have never had a problem when I have used them. I would not hesitate to go back if the type of service warrants a knowledgeable repair shop. Although I have not purchased a car from them, their sales people have been cordial and not intrusive when I have just been looking. More

Took our Lexus in for a recall repair, we had a appointment. Said the repair would take three days to fix. No loaner car only a chevy Cobalt from Enterprise car rental. Not as safe to drive as our appointment. Said the repair would take three days to fix. No loaner car only a chevy Cobalt from Enterprise car rental. Not as safe to drive as our lexus, Said we would like to reschedule our appointment for a later date. So we got the oil changed ($95) and waited 3 hrs..... As we went out to get in our car, Two loaner cars with people who had come in after us.....Drove off into the sunset! Oh well, Got into our car and it said we had a oil change due in 350 miles......they never reset the onboard computer. So back into the shop it went, finally got our car home..no recall repair, they said they will call us when a loaner car is available... ok we will be waiting by the phone........ More

Took our Lexus in for a recall repair, we had a appointment. Said the repair would take three days to fix. No loaner car only a chevy Cobalt from Enterprise car rental. Not as safe to drive as our appointment. Said the repair would take three days to fix. No loaner car only a chevy Cobalt from Enterprise car rental. Not as safe to drive as our lexus, Said we would like to reschedule our appointment for a later date. So we got the oil changed ($95) and waited 3 hrs..... As we went out to get in our car, Two loaner cars with people who had come in after us.....Drove off into the sunset! Oh well, Got into our car and it said we had a oil change due in 350 miles......they never reset the onboard computer. So back into the shop it went, finally got our car home..no recall repair, they said they will call us when a loaner car is available... ok we will be waiting by the phone........ More