Lexus Escondido

The dealership provides great benefits for their customers! It is very welcoming, clean and everyone is professional. The best service we have received us from the Service Dept! Specifically, Mat customers! It is very welcoming, clean and everyone is professional. The best service we have received us from the Service Dept! Specifically, Matt! He is this dealahop's best asset! More

Pleasant, efficient, and smooth (Other than having to write a MANDATORY fif teen words Lexus!) write a MANDATORY fif teen words Lexus!) More

My first service experience did not go as well as I expected from one of the top dealerships in Southern California. I bought my car in to have door sill and trunk Lexus lights installed. This was on a expected from one of the top dealerships in Southern California. I bought my car in to have door sill and trunk Lexus lights installed. This was on a Monday morning. I met my Service Consultant, Anthony Lee, who was very professional and courteous. Later that day, Anthony informed me that incorrect parts were ordered which would extend the time my car would need to be at the dealership. When the parts did come in later that day, Anthony made every effort to get them installed and the service completed as soon as possible. When the installation was completed late Tuesday, Anthony informed me that the car would be ready for pickup Wednesday after the paperwork and car wash were completed. Anthony informed me that he would be off that day, but someone would contact me as to when to pickup the car on Wednesday. Unfortunately, this did not happen. I reached out to Anthony that evening to find out what was going on, not expecting an answer until the next day since he was on his day off. To my surprise, Anthony responded immediately. He was very surprised to learn that I was not contacted. He said my car should have been ready for pickup by 10:00 am the latest. He asked that I come in at 8:00 am or later Thursday and to see him. He assured me that my car would be ready. I had to rearrange my work schedule to pickup my car at 12:30 pm. When I arrived I learned from the cashier that Anthony had to leave due to an emergency. Understandable. Unfortunately, in my opinion, things went downhill at this point. The cashier had no paperwork for my car. When the cashier asked another consultant, who just happened to be there, who was covering Anthony’s tickets? The response of “I don’t know. Not me. “was less than assuring. It was delivered in a way that seemed to convey a “not my problem” attitude. Not something a new customer wants to hear! I immediately asked “does anyone know where my car happens to be at the moment?” The one that should have been ready yesterday! I immediately felt that I may not be able to get my car for yet another day. The cashier then took it upon herself to leave her station to go look for my car. Good for her. She should be commended for her understanding of the importance of good customer service. She came back to inform me that the car was being washed and would be bought out shortly. When the car arrived and I was handed the key, I took a moment to do a walk around. I noticed watermarks on the glass and spots of dirt on the car body. It is white, therefore these things are very easy to see. I had to wonder, exactly when was this car washed and did they actually make any effort to towel it down? Not a way to return a car to a customer after service in my opinion. I was so disappointed that I didn’t even look to see if the installations were done correctly. If was after I arrived home that I began to wonder if the installation was correct. I mean, if the customer service quality was so poor, it stands to reason that the technical acumen of the service department would also be suspect. Thankfully, the installations appear to be successful. It appears to me that once Anthony was out of the picture, the system in place to deliver customer service excellence fell apart. My recommendation is to do a root cause analysis to identify the cause and to implement corrective actions as soon as possible. For me, I was very disappointed. My experience with the sales department was excellent. I expected the same from the service department. My decision to purchase a Lexus car was in part due to the implied excellent reputation. I sincerely hope corrections are made. I don’t want to believe that I made a very bad decision to become a Lexus customer. More

Pleasant experience and very friendly people, they gave me a lot of good tips for my 1st time buying a car and other things such as taxes, credit cards, insurances, etc. me a lot of good tips for my 1st time buying a car and other things such as taxes, credit cards, insurances, etc. More

Matt provided excellent customer service! I appreciated his frequent and open communication throughout the process. He was patient with me while I made decisions about how to proceed. This was actually one his frequent and open communication throughout the process. He was patient with me while I made decisions about how to proceed. This was actually one of the best experiences that I have had with your service department. I will request to have Matt as my service advisor going forward. More

Matt Ivko took very good care of me in the Service Department. He provided me with exceptional customer service! Department. He provided me with exceptional customer service! More

Anthony Lee was super helpful! Great service overall. Would definitely recommend these services to my friends and family! Would definitely recommend these services to my friends and family! More

I want to say Matthew Ivko at Lexus Escondido is the best car service advisor I have ever met. He is always professional, kind, and honest, showing his cares of customers. He gives good recommendations and car service advisor I have ever met. He is always professional, kind, and honest, showing his cares of customers. He gives good recommendations and advice on the services. I am very happy that my GX460 is under services with him. I always select Matt as my service advisor. Always five stars! More

An accurate detailed estimate of work to be performed was provided to me. I was kept fully informed of work progress. A comfortable loner vehicle was provided to me. All in all the maintenance was done wit provided to me. I was kept fully informed of work progress. A comfortable loner vehicle was provided to me. All in all the maintenance was done with a minimum fo dusruption to my work schedule More

I love this dealership. First, it’s a beautiful venue; always perfectly maintained. Second, every member of the staff is well trained, courteous & attentive. Most importantly, their service of my Lexus is always perfectly maintained. Second, every member of the staff is well trained, courteous & attentive. Most importantly, their service of my Lexus is always done thoroughly. My service rep Matt has excellent communication, both in person & digitally. Thank you all. More