Lexus Santa Monica

BUYER BEWARE! !! All the things you hear about and hope don’t happen when working with dealerships happened when buying my Lexus from Lexus Santa Monica dealership. !! All the things you hear about and hope don’t happen when working with dealerships happened when buying my Lexus from Lexus Santa Monica dealership. Given lots of attention and calls when considering purchase then, once paperwork is signed, zero follow up. Customer service is disappointing, felt sucker punched in gut having just paid a huge amount for my car, and overall incredibly frustrating experience. Bought brand new 2024RX+ in first week of May, 2024. Paid full price plus additional $3k dealership required paint and interior protection options. Signed paperwork with 4 miles on it. Had ahipped to Oregon and arrived with 56 miles on it and a door ding type of dent on front passenger side. Transport driver provided pic of car with dent from pick up at dealership. I called immediately and spoke to Naz the sales person who reassured me that they would take care of it. No contact from them for 6 weeks! I called and left messages, tried to contact managers by phone and email…no response. 2 months in I call, Naz answers. Told to get estimate and let them now how much and they will take care of it. I do that. EST is $208. Again radio silence! Another month goes by and I get Naz on phone. She says that her manager won’t let them pay for the whole amount. WHAT!!! That they will pay for half of the amount and I will need to file a report with the transit company so that they learn to be more responsible when picking up car and doing inspection. 😳 😡 as if I haven’t been patient enough or put in enough effort getting them to do anything!!! So not worth the frustration! EXTREMELY POOR CUSTOMER SERVICE….especially by MANAGERS!!! To this day, I have received $0 reimbursement. While I do love my Lexus, and I swear by our LEXUS Dealership in Eugene, I would not work with Santa Monica Lexus again. More

This dealership uses bait&switch technic please be aware of it! Do not trust this people starting with sells personal ending with finance department. Recently I bought my car from this dealer and they force of it! Do not trust this people starting with sells personal ending with finance department. Recently I bought my car from this dealer and they forced me to sign a contract 3 times! Three different time they invite me to sign a contract! Nonsense! Will hire an attorney to deal with them! More

Enrique Carvajal was the most amazing sales consultive I have ever had the pleaser to deal with. Enrique treats you like he's selling a car to his Mother. There was not a question he could not answer. Took have ever had the pleaser to deal with. Enrique treats you like he's selling a car to his Mother. There was not a question he could not answer. Took as much time as I needed and I never felt like I was rusher or pressured. Do yourself a gigantic favor and go and see him first, there will not be a need to go anywhere else. Santa Monica Lexus should thank their lucky stars he is in their dealership and not one of their competitors. More

This dealership is awful. My car’s paint was damaged by Lexus Santa Monica during a service. They were forced to repair it due to their negligence. They did a botched job! The area that was “repaired” is Lexus Santa Monica during a service. They were forced to repair it due to their negligence. They did a botched job! The area that was “repaired” is now corroding and the paint has come off. They will not take responsibility and fix their mistake. Really disappointed with the customer service, quality of maintenance, repair and service! It is not up to luxury car standards and an embarrassment to the Lexus name. More

Purchased vehicle over two months ago. Feel swindled. Was believed to be a 2k rebate with first month drive off. Signed drive off. Two months later started receiving calls about additional 2k needed f Was believed to be a 2k rebate with first month drive off. Signed drive off. Two months later started receiving calls about additional 2k needed for the lease. Was given the contract again and shame On me did t see they had manipulated an additional 2k into deal using rebate and wanting 2k. My bad I signed it. I will pay it but be very careful with this stealership. Tried to contact the sales manager that made the deal. He didn’t speak to me transferred me to to the finance guy. Done with this place. Don’t want to talk about it even to explain. Will pay what I owe but will never refer or would want anyone to go through this. Terrible feeling. I also would not work with sales person Tracey Tackett. Will waste your time. Brought back flashbacks of old days slick sales guy that doesn’t listen to you. Especially do t make a drive for a deal here. I don’t believe you will end up with what you want. Plenty of other dealers to take your money without the worry of a cal two months later . More

For the past two years, we had no problems with Lexus of Santa Monica until last week and boy, this is a disappointing and fateful one. I had a lot of respect for Lexus of Santa Monica until last week. At Santa Monica until last week and boy, this is a disappointing and fateful one. I had a lot of respect for Lexus of Santa Monica until last week. At this point, I would recommend that you never buy from nor service a vehicle at Lexus of Santa Monica. I can never trust them again, and this is why: Most people don't have four in-car HD cameras installed in their vehicle recording 24-7 - but we do. I disclosed this to the service advisor so they wouldn't roll the windows down, as I always do. 7:40 AM - I was the only customer at the service drop-off and was promptly helped. I told the service advisor we needed the 6-month service as well as "fuel injection" service, which I was told we needed at the last service. I was quoted just under $400 by the advisor. I signed and walked off to wait - and shortly realized thereafter that I signed for a separate "throttle service" (~$200). Promptly returned to the service advisor and was told that it was part of the "fuel service" discount package, which apparently has two parts - "fuel induction" and "throttle service." I decided we didn't need "throttle service" this time and asked them to remove it and just check to see if we needed it and to let me know. We were never told we previously needed it and I was not advised as the service advisor wrote the ticket that he was adding "throttle service." I had only recalled previously being told we needed fuel injection service. Conveniently, they no longer have access to previous service notes - all gone - poof! That was the first curiosity, but I chalked it up to miscommunication because I asked for "fuel injection" service. Now, I truly question if it was miscommunication or whether an additional service was added to simply charge me more. In the end, we were told the throttle is fine and doesn't need any service. At least they were honest about that - I think... 9:15 AM - The service advisor cashed me out and I was on my way at 9:20. I contacted them three times later throughout the day because the brake measurements were not on the invoice (never heard back until the following morning). That was the second curiosity. That night, I retrieved the data from our in-car cameras and started to review it. I found the following: 7:52 AM - vehicle entered the shop 8:00 AM - vehicle pulled into bay and hood opened 8:03 AM - vehicle raised 8:17 AM - vehicle lowered 8:20 AM - hood closed 8:24 AM - vehicle left shop and left to sit on the east drive (the only car for a long time) 9:20 AM - I left after cashing out After speaking with the service advisor and service manager, the fuel induction service takes one technician 30-40 minutes (usually on the ground) plus the time for the 6-month service. Our vehicle was in the service bay for a total of 20-minutes with one technician. This was the third curiosity. The vehicle sat in the east drive for almost an hour before they notified me that it was outside just sitting and waiting, conveniently just out of sight if one was looking out from the lobby. This was the fourth curiosity. The service manager has only offered to inspect the vehicle so that they can confirm for themselves that the service was not completed. He explained to me that he reviewed their video and that my timeline matches up with what he also saw. He has offered no other option nor explanation. To any reasonable person, it is not a reasonable request to return the car to them knowing what I now believe about Lexus of Santa Monica, based upon my video. Why am I now expected to blindly trust them and spend more of my time so that they can verify what I already believe? How is this helpful to anyone but them? I'll let you decide what you think happened during the 20-minutes in the service bay, but based upon the words of the service department, it doesn't seem within the realm of possibility that a 30-40 minute ($200) fuel induction and the 6-month service could have occurred in 20-minutes total, with the car in the air for 14 of those minutes, since the fuel induction service is usually completed on the ground. Oh yea, they billed $247.50 for labor for those 20-minutes in the service bay!!! With this experience, should you take the chance with Lexus of Santa Monica? Do you have the means and expertise to independently verify the work that you paid for? It's always a leap of faith with vehicle service, but Lexus of Santa Monica has shown to me that they should not be trusted or that they are worthy of my business. In fact, ths behavior appears to lean toward something entirely different, and not just ethically... You be the judge with your money. I have noticed a steady decline in service over the past two years, but chalked it up to a corporate need to continuously address the bottom line and cost cut. However, after this experience, I won't let the shiny, beautiful and impressive Lexus vehicles deceive me ever again about the behavior of the staff at Lexus of Santa Monica and how LA Car Guy has decided to manage this dealership. You have now been warned. More