Sterling McCall Lexus Clear Lake

Certified Pre Owned is not what you think it is! I recently purchased a Certified Pre Owned 2013 ES 350 with 18,000 miles on it. Almost immediately, I notice as I'm backing out of my driveway, the br I recently purchased a Certified Pre Owned 2013 ES 350 with 18,000 miles on it. Almost immediately, I notice as I'm backing out of my driveway, the brakes are scratching a little bit and something seems off. I take my care in for my initial 5,000 mile oil change and mention to the dealership about the brakes. They explain this car only needs an oil change at 10k miles and to come back and then they will look at the brakes and change my oil for me (first oil change is no cost). When I did come back at 10k miles, I'm told the reason my brakes are giving me problems is that the rotors are bad. It was at this point, I also noticed I had 3 Michelin tires and 1 other brand tire. This all seemed pretty fishy to me. I talked to the manager of the CPO program and after a lot of back and forth, I asked him to see the CPO inspection report they use to 'certify' a car. Well the report showed no problems with the brakes and 4 matching tires. I brought this to their attention and I was told the warped rotors were probably caused by me driving through water and the mismatched tires was probably just a typo (even though the report is just checked off). They then offer to take a used tire off another car or just find a used tire that matches my other 3. I declined this offer. I reached out the GM, Mike Shaw, but he was no help. He dug his heels in that rotors are a wear and tear item only. When I asked him to comment on the CPO report being wrong about the tires, he totally stopped responding to my emails. PLEASE don't fall for the "Certified Pre Owned" trap that I fell into. I paid more money thinking my car was thoroughly inspected to considered 'certified' but obviously this is not the case. If you do consider buying one, make them show you the report, and go over your car from head to toe. Also keep in mind, Clear Lake Lexus is just another used car dealer. The put profits ahead of customer satisfaction. Don't pay extra and don't fall for the CPO 'marketing' hype. I learned this the hard way. More

Poor service from a geat brand I am VERY dissatisfied with the service and experience of Lexus of Clear Lake. I purchased a 2014 Hyundai Equus from this dealership approximately 2 w I am VERY dissatisfied with the service and experience of Lexus of Clear Lake. I purchased a 2014 Hyundai Equus from this dealership approximately 2 weeks ago and have had repeated failures in communication and service since then. I am a prior Lexus owner (several times )who has previously had exceptional service and experiences at local Lexus dealerships. I have never bought a car out of state but considered purchasing from this dealership (since I live in North Carolina) given my positive past experiences and the exceptional reputation of the brand. What followed was truly disappointing and frustrating: The sale seemed to be proceeding well - up until the delivery of the car. The car was picked up to be shipped by the transporter without notifying the salesperson. I was told the car was to be delivered late at the end the work week. Instead, I received a call in my office in the middle the workweek during a busy patient day. I was told that my car was to be delivered sometime that afternoon. I was unprepared to physically meet the transporter since I am healthcare provider and was seeing patients still very late. The transportation company was inflexible insisted that I accept the car that afternoon (even insisting delivery at my office when I was seeing patients). After several negotiated attempts, I finally agreed to delivery at 8 PM that night (as communicated by the sales person). The driver did not arrive till almost 10 PM as I was trying to put my daughter to bed. He was extremely rude and insistent that I accept delivery of the vehicle. The condition of the vehicle was not what I had seen in the pictures. The vehicle was absolutely filthy on the outside and dirty on the inside. The rear tire was almost flat and there was virtually no fuel in the tank. Additionally it took over a week and a half to get my sales paperwork from the dealership. I had the car without the sales contract. I complained about the rude experience, poor condition, and lack of my copies of the sales documents to the dealership that evening. My salesperson apologized by saying -”this never happens but I should have been happy that they delivered the car early” He mentioned that the concerns would be communicated this to upper management. After several phone calls to repeat my complaints- The dealership simply offered $50 for “detailing” or they could “just come by and pick up the car if I wasn't satisfied”. I would not accept the first offer and mentioned that picking up a financed car was not as easy as just handing them the car keys at this point. I asked to speak to the general manager Mike Shaw. I received a text from the salesperson mentioning that I could call him at my convenience. I have left him several messages with no reply. I have called the ”customer service manager” and left several messages with no reply. Almost a week has passed with zero contact from the dealership. I have had to pay to thoroughly clean the entire car(inside and out) and replace the rear tire that will not hold air. No one will take my calls or answers the phone. Now that I have purchased the car, I am ignored. I have never had such a poor experience at a Lexus dealership. I will never again make the mistake of purchasing a premium car sight unseen. Very frustrating and disappointing! More

Fast and great service Awesome team working at Clear Lake they are fast and friendly ! Great service advisor James Proctor always gets me in and out quick and does an aweso Awesome team working at Clear Lake they are fast and friendly ! Great service advisor James Proctor always gets me in and out quick and does an awesome job taking care of my Lexus . More

New Car Experience Lexus Clear Lake has the most friendly an knowledgable staff, whether buying a car or having it serviced. Also as an extra, the lounge is fully stocke Lexus Clear Lake has the most friendly an knowledgable staff, whether buying a car or having it serviced. Also as an extra, the lounge is fully stocked with beverages, snacks, an TV if you're waiting for service or deciding on that new vehicle! I definitely recommend this dealership!! More

Sieng H Excellent service and friendly and I would like recommend some of my friend s and relatives to come and purchase the vehicle grime Clear Lake Dealersh Excellent service and friendly and I would like recommend some of my friend s and relatives to come and purchase the vehicle grime Clear Lake Dealership! More

Excellent Dealership! Their service department is top notch! When I make my appointment they always ask it I need a loaner and they never treat me like a looser because I a Their service department is top notch! When I make my appointment they always ask it I need a loaner and they never treat me like a looser because I am a woman as some dealerships will! More

Wonderful Sales & Finance Team I found a Chevrolet Equinox on Autotrader.com, I live out of state so I had a family member go to the dealership. I would recommend an online buying I found a Chevrolet Equinox on Autotrader.com, I live out of state so I had a family member go to the dealership. I would recommend an online buying experience. I had some service issues that I believed should have been caught during a diagnostic upon trade. They have agreed to reimburse me for the cost of the repair. More

Keep Up The Great Work Ricky I have been going to Lexus Clear Lake for over a decade. Although there are a lot more customers, the service is still professional, courteous, and c I have been going to Lexus Clear Lake for over a decade. Although there are a lot more customers, the service is still professional, courteous, and competent. It is Ricky and the folks like him that keep me coming back. Don't expect miracles at 5:00 PM in the afternoon ... More

Service fept Terrible. Waited 90 minutes then asked for status. They said their guy was out to lunch so they didn't start yet. Waited another 2:30 hours. Asked Terrible. Waited 90 minutes then asked for status. They said their guy was out to lunch so they didn't start yet. Waited another 2:30 hours. Asked for status again. They said "oh it was done an hour ago". No one lets u know, snotty woman worked the desk like you were bothering her. This place is a joke. More

New car purchase Glen Russum is our new car salesman. We are repeat customers. Our purchasing experience was great. Glen is very knowledgeable, experienced, and custom Glen Russum is our new car salesman. We are repeat customers. Our purchasing experience was great. Glen is very knowledgeable, experienced, and customer oriented. He wants to make sure your Lexus experience is 100%. Woody is my service advisor. He is great! From sales to service , Lexus has exceeded our expectations! More