Tustin Lexus

Alex Kim is an awesome person, I have dealt with him, and I just keep returning back to him I just keep returning back to him More

My sales guy, Tim, was amazing and took very good care of my parents and I as our first time there at Tustin Lexus. Tim was very patient and knowledgeable in explaining my dream car. Tim’s service and was 10 my parents and I as our first time there at Tustin Lexus. Tim was very patient and knowledgeable in explaining my dream car. Tim’s service and was 10/10 and one of the biggest factors where I felt right in buying my dream car at Tustin because of his service. However, looking back, where things felt unfair and where the service failed me as first-time car owner/buyer was my experience with the finance manager, Paymond, and sales manager, Cherie. If I had known better and if it was not the weekend, then I would have considered to call my bank and loan through them. However, the short turnaround time had me loan through Lexus. The interest rate that I was given by Lexus initially was 8% for 60 months, but Paymond decided that 8.46% interest rate for 72 months is “better” for me and that he said it would make his job “easier” so that the bank wouldn’t give him a hard time…in the moment I couldn’t fully comprehend that and felt rushed to sway his way. Firstly, the interest rate advertised by one of Tustin Lexus employee over the phone for my exact car model was said to average 6-7% and I have a good credit score of more than 720, yet I felt that I have been price gauged with such high interest rate by Tustin Lexus. In addition to my interaction with the finance manager, Paymond, I felt that majority of our conversation was him trying to sell me the pre-paid maintenance package for a long time to a point where my dad with his broken English simply told Paymond that we are ok without the maintenance package and would like to proceed with the other parts of the paperwork and be considerate of the other people waiting after us. Paymond immediately got heated and raised his voice and said to my dad, unreasonably, to “CALM DOWN SIR. I was going to do your daughter a favor. I was going to give your daughter a $1,000 discount (for the maintenance package)!” -at that moment I told Paymond to stop and just talk to me because I felt so uneasy with Paymond’s inexcusable temper at my dad when my dad barely spoke nor was even being rude. This truly upsets me that I couldn’t do anything more in the moment to defend my own dad because we were so close to finishing up a long day (7 hours total) at Tustin Lexus and I just wanted to get this paperwork over with and leave. Paymond continues to be rude and laughs while telling me that I should be the one filling out his survey later on and rate him well and not to let my dad fill it out. Paymond also miscalculated my car payment to where I had to take out my phone calculator to make sure the numbers were adding up after the tax difference. I felt rushed to calculate and even after I told Paymond that I’m not getting the same numbers as his computer screen, he starts to tell me that I’m doing it wrong, but luckily I told him to hand calculate for himself. To his surprise, my math was correct and I saved myself approximately $1,000 from the error of Paymond’s numbers that he entered. After signing the car paperwork, Paymond shakes my hand, then my mom’s, then my dad’s and he tells my dad one last time “remember that I did your daughter a favor (giving me a discount for the prepaid maintenance package) and you will see. The entire interaction with the finance manager, I felt that he was trying to target my dad for simply saying how we didn’t want the maintenance package initially and to continue forward with the rest of the application. This makes me feel like selling this maintenance package was a business scheme of Paymond to get money out of it otherwise why is he carrying this rudeness towards my dad the entire time. I called Cherie the sales manager about how the interest rate that I was charged seemed unfair especially after asking those around me. Cherie became extremely rude to my father in law and there’s not enough text to explain in this text box. Tustin Management never followed up with my poor interaction with Paymond. More

I went in for oil change and there wasn't any heavy pressure to do anything else, they told me the problems and when I told them I'll fix it later nobody tried to pressure me which is something I appre pressure to do anything else, they told me the problems and when I told them I'll fix it later nobody tried to pressure me which is something I appreciate More

I had a very good experience at Tustin Lexus. Jorge is very nice and very helpful. Jorge explains thoroughly my questions and suggests every maintenance needed to be done. Thanks Jorge. Jorge is very nice and very helpful. Jorge explains thoroughly my questions and suggests every maintenance needed to be done. Thanks Jorge. More

Evan Nguyen was the Tustin service representative who provided excellent service. Also, I appreciated the video, which showed me the unexpected extra work recommended. provided excellent service. Also, I appreciated the video, which showed me the unexpected extra work recommended. More

At Lexus-Tustin i made an appointment with Lexus Advisor- Evan Nguyen who I had seen before for my Lexus maintenance. I requested an oil change and asked him what he recommended other maintenance he Advisor- Evan Nguyen who I had seen before for my Lexus maintenance. I requested an oil change and asked him what he recommended other maintenance he would recommend. We agreed on a transmission and Water Pump which the technician found leaking. I respected Evan recommendations and trusted his maintenance recommendations, The dealership technician and Evan I could always count on them to do an excellent job! Evan is an excellent advisor and always approaches customer clients in a professional manner! I will always come to Tustin Lexus and Evan for my auto maintenance! Russ Rinella More

Best Lexus dealer in town! Super friendly! It is a pleasant experience! Will definatly doing business again! Super friendly! It is a pleasant experience! Will definatly doing business again! More

Brett Moore is the man! No xx and genuine. Super helpful! Was very transparent and wasn’t a pushy jerk at all. Worked with my numbers. Made sure all my questions were handle No xx and genuine. Super helpful! Was very transparent and wasn’t a pushy jerk at all. Worked with my numbers. Made sure all my questions were handled and I was satisfied. Thanks Brett. More

Customer service was good until we signed. After that K'lee didn't give finance the information. Finance was a mute after I refused the extended service plan... lol... I would give the dealer After that K'lee didn't give finance the information. Finance was a mute after I refused the extended service plan... lol... I would give the dealer one star, but the girl that helped at the end was awesome. There was a number of things missing. Extra key, floor mats, removable jbl speaker, cargo net. She called K'Lee (K'lee left without thanking us for the business) to find out where they were. The only thing the had was the extra key. My wife and I bought two cars this day, and we both agree, we will never buy another car here again. We wont suggest Tustin Lexus to our friends and family. Hopefully, they will work on their customer service. I know dealerships rely heavily on NPS scores. More

I was lied to twice about vehicle and I will never go back to Tustin Lexus .. back to Tustin Lexus .. More