Tustin Lexus

Awesome car.. HORRIBLE CUSTOMER SERVICE..you've been warned! Here’s my car buying experience from TUSTIN LEXUS: It’s a long-read but worth it! I went in on Dec. 30th to look at a CPO 2015 Lexus RC F that they Here’s my car buying experience from TUSTIN LEXUS: It’s a long-read but worth it! I went in on Dec. 30th to look at a CPO 2015 Lexus RC F that they’ve had on their lot since earlier October. I knew there was probably some wiggle room as this is a high end 2 door sports coupe with essentially 2 useable seats and a price tag of almost $50k used. I was greeted by KEITH IMOTO who was very personable, knowledgeable and not pushy or aggressive. He let me go on a long test drive including the freeway to get a feel for driving the 467hp beast. The car is beautiful, handles like a dream and with only 12,600 miles and certified, it was a gem. Tustin Lexus matched the offer I had from CarMax for my 2014 Lexus GS350 F-Sport which was fair giving that it was wrapped and would probably be auctioned off even though it was also certified and only had about 37,000 miles. I didn’t haggle on the trade in offer even though I knew they would make $2K-$3K off of it. After haggling back and forth for what seemed like hours with Keith Imoto, in comes their used car manager DARRICK USIADEK who comes across gruff to say the least! I was trading in a $21K car along with coming up with another $5K cash and this pompous guy comes in and tells me how perfect his car is and basically said I could walk over the final $170.00 I was asking for……I came up a half a dozen times and included more cash and you were going to let me walk over $170 on a $48K car with 50% down???...I should have just left right then and there out of principle at that point! Thankfully Keith agreed to the deal and I was glad to be done dealing with DARRICK USIADEK!! Fast forward 2 weeks and I get a rude call from DARRICK USIADEK telling me that THEY made a mistake and I needed to come in a pay almost $600 in title and registration fees that THEY forgot to add in the contract. I’m like xxx???!!!.... We made a deal and you’re calling me asking for almost $600???!!!.... No apology from DARRICK, just a demand to come in and pay…..but he did offer a “free” tank of gas for THEIR mistake……what a @&^%$#!!! How does this kind of mistake get by their sales guy, their used car manager AND their finance guy??!!! I feel like it was planned to get the deal done before the end of the year and they would deal with the details and get the extra money from me later……. like they were trying to do. I immediately called NEWPORT LEXUS, their sister company, who I also bought my previous Lexus from who were GREAT to work with and spoke with their used car manager about this situation. He said this was highly unusual and would call TUSTIN LEXUS to see what he could do. 5 minutes later I get a call from RAYMOND CHANG who I assume is their business manager who was apologetic but still wants me to come in and pay the almost $600 for THEIR MISTAKE. He offered no concessions so I finally agreed to paying half and nothing more. I can’t believe I was the one who had to offer to pay half and they didn’t step up and admit THEIR MISTAKE and pay for ALL OF IT! TUSTIN LEXUS is a joke of a business and all of their managers need some serious training on good customer service!! I’m still pissed that I had to spend $285 extra for THEIR MISTAKE on a $48k car that I bought with $26k down…..that’s one heck of a way to earn and keep a valuable customer…..NOT!!! My advice is to skip TUSTIN LEXUS and their xx games and go to NEWPORT LEXUS who will be servicing my CPO LEXUS because I will NEVER go back to TUSTIN LEXUS…. EVER! More

ZERO Customer Service Skills I’ve just come back home after visiting the Tustin Lexus dealership in Tustin, California, and I am upset and shaking because of my terrible experienc I’ve just come back home after visiting the Tustin Lexus dealership in Tustin, California, and I am upset and shaking because of my terrible experience there. I dropped off my car (a 2016 Lexus NX200T FSport) at the dealership at approximately 11:30AM on Friday, January 11, 2019, to get my scheduled service. I returned at 4:00PM. Since the lease on my car is up in March and since I was interested in buying out the lease, I asked to speak with the Finance Manager to discuss options and pricing. A salesman brought me to the front desk, and the woman there asked me why I wanted to speak to the Finance Manager. I told her I was interested in my payoff options. She went into the Finance Manager’s office, came back out, and asked me to write my name on a scrap piece of paper so he can look me up. A couple minutes later, the Finance Manager came out, coldly handed me a piece of paper, and rudely said, “Here. This is your payoff.” Not even a “hi” or “hello” or “how are you.” It was so abrupt that I was taken aback. I asked if he would work with the price (I was planning to pay cash to buy it out), and he just said, “Nope. That is what you pay. Come in with a check. Or you can finance.” I asked, “Really? That’s all you can do?” He said, “Or you can just turn it in and get into another Lexus. Would you be interested?” Feeling very uncomfortable at this point, I said, “No, I’d go somewhere else.” And he just said, “Okay then,” and walked back into his office without another word. I wonder if I was treated this way because I’m a woman. Or because I’m Asian. Or because I’m an Asian woman. Or because he thought I’m stupid and uneducated. Perhaps he was having a bad day and needed to take it out on someone. But I guess I will never know because I will never go anywhere near Tustin Lexus ever again for the rest of my life and neither will any of my friends or family. I don’t like being treated poorly. I don’t like being disrespected. I have owned cars from the Fletcher Jones dealership in the past, and now I know why that dealership is more successful. They actually take customer service seriously there. More

Professional, Friendly and Beyond Amazing Store Sale Manager When I visited Tustin Lexus the first time, I was introduced to Whitey at the lobby. He was very professional and greeted me with a big friendly smil When I visited Tustin Lexus the first time, I was introduced to Whitey at the lobby. He was very professional and greeted me with a big friendly smile. I especially like his sense of humor (why so serious anyway). He is quick and cut to the chase when it comes down to price. When my husband and I went back to work on the final price negotiation, he would come into the meeting room in person and gave us what we wanted. Quick and fair, no back and forth negotiation. Unlike most high level managers who only sit in the office, Whitey frequently walks around the floor to make sure his customers are well taken care of. He is definitely a great asset to Tustin Lexus. Without Whitey, I wouldn’t have gotten the car that I love. My husband and I deep appreciate all his work to make this deal happened. Many thanks! More