Lexus of Southwest Houston

I purchased my 2021 Lexus ES 350 at the end of 2020, and unfortunately, my experience with Sterling McCall Lexus has been very disappointing, especially when it comes to warranty service and follow-up. I unfortunately, my experience with Sterling McCall Lexus has been very disappointing, especially when it comes to warranty service and follow-up. I have always maintained warranty coverage on my vehicle, including additional warranty coverage that I paid a significant amount for. However, whenever I have needed to use it, getting assistance has been unnecessarily difficult. My first major issue involved my side mirror. When I brought the vehicle in, I was told that the mirror would not be covered because the car had supposedly been hit. There was only a very small scratch, and I did not agree with their conclusion. After going back and forth with the dealership without getting help, I finally contacted Lexus Customer Service directly. Thankfully, the Lexus Customer Service representative was extremely helpful. I wish I could remember her name because she was the person who finally helped get my side mirror approved under warranty. Unfortunately, that was not the end of the problem. I waited approximately two months for the part. I had been told the dealership would contact me when it arrived, but I never received a call. Once again, I had to follow up myself several times until I finally reached the Parts Manager and was able to get the repair completed. Now I am dealing with another frustrating situation. I have already had the battery replaced three times since owning this vehicle. Most recently, my car would not start. At first, I thought the problem might be related to the key because of the message displayed in the vehicle, but it was later determined to be related to the battery. I contacted Lexus Roadside Assistance, only to be told that they could not find my warranty coverage in their system. I was told I might have to pay approximately $90 for assistance such as a jump-start or unlocking the vehicle, and approximately $99 plus additional mileage charges for towing. From around 9:00 AM until approximately 1:30 PM, I had to go back and forth trying to prove that I actually had warranty coverage. I searched through my own paperwork and finally found the documentation. Eventually, they confirmed that I did, in fact, have coverage. My question is: Why was my warranty not properly showing in the Lexus system in the first place? I recently took my vehicle to another Lexus dealership rather than Sterling McCall, where additional repairs and maintenance were recommended. I am now asking which of those recommended repairs, if any, should be covered under the additional warranty that I paid a substantial amount of money for. I am hoping Lexus and the dealership will provide a clear answer and the level of assistance that a Lexus customer should reasonably expect. I purchased a Lexus because of its reputation for quality, reliability, and customer service. I understand that vehicles can have problems. What disappoints me is having to repeatedly call, follow up, go back and forth, and prove my warranty coverage before receiving help. After my experiences so far, I cannot recommend Sterling McCall Lexus for service or warranty assistance. I will update this review depending on how Lexus and the dealership handle my current warranty concerns. More

Service department is the best of the best in in understanding, explaining and addressing maintenance of my vehicle. understanding, explaining and addressing maintenance of my vehicle. More

I came in for a scheduled inspection and oil change. Service was pleasant and timely. I was in and out in a little over 2 hours. Service was pleasant and timely. I was in and out in a little over 2 hours. More

Lexus Southwest always gives exceptional service affordable fair pricing and huge shout out to my service advisor Derek affordable fair pricing and huge shout out to my service advisor Derek More

The service consultant was very friendly and efficient. I was able to get a loaner car even though I came in the afternoon. Very good experience overall. I was able to get a loaner car even though I came in the afternoon. Very good experience overall. More

It was a great experience. Jon was so helpful and a joy to work with! Jon was so helpful and a joy to work with! More

Great customer service and hospitality! I would recommend them to anyone needing their Lexus serviced! I would recommend them to anyone needing their Lexus serviced! More

I was very disappointed that I was charged for this service as I thought it was the 2nd one that was supposed to be included with the purchase of my car! Apparently, they counted a 30 day fluid check service as I thought it was the 2nd one that was supposed to be included with the purchase of my car! Apparently, they counted a 30 day fluid check one month after I took delivery as the first one! Very frustrating! More

My experience with Lexus dealership was smooth and unbelievable. Thank you Syed for walking me through every step. You are great! unbelievable. Thank you Syed for walking me through every step. You are great! More

It is always good to have car serviced and the work needed is communicated before it is done. Matt Torres has been my service advisor for 8 years and always does a great job. needed is communicated before it is done. Matt Torres has been my service advisor for 8 years and always does a great job. More