FOX Lexus of El Paso

So … a bit confused. Interested in a new Lexus (would be our third) to replace our current Lexus. This is new Lexus dealership (Fox Lexus of El Paso) to me as we reloca Interested in a new Lexus (would be our third) to replace our current Lexus. This is new Lexus dealership (Fox Lexus of El Paso) to me as we relocated to Las Cruces for retirement. Initially visited dealership last week … primarily to ensure our golf clubs would comfortably fit in the trunk of ES 300h sedan. I previously did a build on Lexus website (base model with some nice upgrades, etc.) … but learned from Sales that Lexus doesn’t build that set-up and it can’t be special ordered (dealerships are just allocated cars, etc.). OK , so let the salesperson (C. Morales) who approached me on my first visit know I would be fine with the 2025 Lexus ES 300h “Luxury” model which would get me the upgrades I wanted but at additional MSRP of $5K. Issue is I’ve sent C. Morales several communications (email and text) … one email to alert him that although not on my build list … I would be fine with the Triple Beam LED headlight upgrade if the car had all my other preferences. No reply to email … so was concerned it could have gone to a spam folder. So next day sent Text to his cell phone asking him to confirm that he did receive that email with my update. NO response to that Text. I waited over 24 hours and still no response. So today sent follow up Text indicating “Please respond to my communications if you want me to purchase my new Lexus from You. Zero response. I’m being completely “ghosted” by this Salesperson!!! Never experienced that in a sales environment? At this juncture, DONE with Mr. Morales. Question is are we done with Fox Lexus?? Guess that depends on if and/or how they respond. More

So disappointed by Lexus and Fox Lexus of El Paso my wife and I bought a brand new 2024 NX 350 on New Year’s Eve. We were so excited and loving our new vehicle until May 23 when we were driving on route 10 and I bought a brand new 2024 NX 350 on New Year’s Eve. We were so excited and loving our new vehicle until May 23 when we were driving on route 10 heading from El Paso back to Las Cruces and all of a sudden the panoramic sunroof exploded! It sounded like a shotgun blast, which scared the heck out of me and my wife. I immediately called the dealership. They told me to come in right away, so I turned around and drove back into El Paso to the dealership. Once we got there, we were greeted by one of the service managers whose first question was not are you OK but it was are you gonna use your insurance for this. The question threw me for a loop as we haven’t even owned the car for six months yet and it’s covered under a bumper-to-bumper warranty for three years and on top of that I purchased an additional bumper-to-bumper warranty to extend that out further. I responded there is nothing that I had done while driving this vehicle that should have caused this to happen. This happened due to a manufacturing defect either the glass was imperfect, or it was installed incorrectly, causing pressure to build up until the point where it exploded thankfully, we had the cloth roof cover closed or we would’ve had glass all over us. After a while waiting for the service department manager to come, he also asked are we going to use our insurance to which I answered again no this is due to Lexus’s building of the car not wear and tear on a car that’s not even six months old, he then took pictures and said he had to reach out to their Lexus representative for next steps. They provided us a loaner car and we were on our way. Over a week later still no response on our vehicle would be repaired. They reach out to me and say that Lexus authorized them to discount the part 50% and charge the full price for labor. This is absolutely disgusting and disgraceful half of the part is $3000. The labor is another $1400 all of this on a car that again is not even six months old! Here’s the crazy part I have a customer who own a Lexus dealership in a different part of the country and they let me know that their markup on parts is about 50%! So at the end of the day, all they were doing, was not making a profit on the part at the dealership! How gracious of them! To offer your customers a bumper to bumper warranty but then when something actually happens due to a manufacturing defect, you say oh well we only cover half. To me this is criminal! I would tell anyone thinking of buying Lexus to really think long and hard before doing so because of the shady nature of their business practices and lack of standing behind their product and if you really do want to go forward with purchasing Lexus, I would recommend that you do not under any circumstances purchase it from Lexus of El Paso as they do not care about doing what is right for the customer or standing behind their vehicles. More

Lexus has some of the best helpful, caring & courteous employees that cater to your needs. Irais De Santiago is one of them...she always answers my calls to remind me of my service updates I love that.... employees that cater to your needs. Irais De Santiago is one of them...she always answers my calls to remind me of my service updates I love that....Thank you for caring. More

Service Everytime I come to get my car service, the customer service is the worst. I know that my car has to get serviced but I wish there was another here in Everytime I come to get my car service, the customer service is the worst. I know that my car has to get serviced but I wish there was another here in El Paso. No matter which service person I get, they are rude and so disrespectful. I was tempted to buy another car from Lexus but decided against it being that this service is so bad, I can only imagine what the sales department is like. More

Worse Shopping Experience Everything was well until documents were signed. Our new Lexus was supposed to be deliver Saturday/Monday, everyone ignored texts/voicemails and rece Everything was well until documents were signed. Our new Lexus was supposed to be deliver Saturday/Monday, everyone ignored texts/voicemails and received a dissapointing message from Scott(Salesman) blaming service for the mishap. In addition, payoff check never sent as promised causing additional headaches for me. Please wear a formal attire when going to Lexus of El Paso everyone will judge and help you depending on looks. Very dissapointing! RR More

Warranties Transfer I took my Lexus to get service, since we bought the car in Hawaii all the paperwork and warranties had to be transfer to El Paso because they couldn’t I took my Lexus to get service, since we bought the car in Hawaii all the paperwork and warranties had to be transfer to El Paso because they couldn’t pull out the info of the car in their system. The service consultant fill out paperwork and gave it to one of the managers so they could forward the info to (which I thought it was in Hawaii) to retrieve the info of the car. Last week I called the service department to schedule service, and I asked if the info on the car was received. The service consultant said it was not received yet; keep in mind it has been about 4 to 5 months. I asked for the number to call myself to see what was taking so long. The number I was given by the service consultant was the incorrect number, it was a number here in Texas. I had to call two other places to get to the correct department. I called the Lexus place in Hawaii and they told me that the paperwork would be transfer in one to two days. If the paperwork was not received, how come no one in the service department contact me and let me know. I have been waiting for this paperwork so I could get my car service and see what was still covered under the warranty. More

Great customer service!! Great customer service!!! My salesman was on top of everything and very professional. He addressed all my needs and was able to get me the car I alway Great customer service!!! My salesman was on top of everything and very professional. He addressed all my needs and was able to get me the car I always wanted. More

OUTSTANDING SERVICE I just want to Thank my Lexus Service Consultant Ms. Cynthia Amador-Ramos for the Outstanding service I received yesterday on a replacement part due t I just want to Thank my Lexus Service Consultant Ms. Cynthia Amador-Ramos for the Outstanding service I received yesterday on a replacement part due to a recall. This has not been unusual, for I have received this kind of service , since purchasing my Lexus in 2006. She is one of the reasons I return because of the trustworthiness, Professionalism & knowledge I have come to know. I just wanted to take time out to let people know the dedication Ms. Ramos has Always shown to satisfy her customers and to provide the utmost service for the Fox Lexus of EP!!! GREAT JOB to her and her Crew... A VERY PLEASED CUSTOMER!!!! THANK YOU FOX LEXUS for caring, competent employees!!!! More

Hi cannot believe that I cannot bring my car in for an inspe I have never had so much difficulties as I have had Wood Lexus service I called to bring my car in for inspection sticker and they told me they did no I have never had so much difficulties as I have had Wood Lexus service I called to bring my car in for inspection sticker and they told me they did not have enough technicians I've taken it in for an oil change only and have waited for over an hour and a half.. I have dealt with Toyota when I had my camera and I have excellent service oil change took place then an hour mr. Martinez what's an excellent service rep who always kept in touch as to the progress of my vehicle.. I would never get another Lexus simply because of the service department which in my opinion is unsatisfactory. Jose Rodriguez 915 603 8242 More