Tustin Lexus - Service Center

The worst experience I've ever had for lexus service. I went in yesterday for an oil change and to get my brakes checked. My wait time was close to 3 hours! They tell me that I have to get my suspension went in yesterday for an oil change and to get my brakes checked. My wait time was close to 3 hours! They tell me that I have to get my suspension or strut or something fixed so I said okay. So, I finally got a loaner car and they sent me off. This morning I get a call at 10am and they told me my car was ready. I go there at 1pm to find out that the paperwork wasn't closed and my guy just stepped out of the office, so they were trying to contact different people to figure out how to close my paperwork. I had gone to Sprouts right before, so I had all my groceries with me too... so I was NOT happy to have to wait for an extra 20 minutes while my milk and fruits just sat there... Then finally I pay my over $1000 for everything and they tell me "okay your car will be pulled up." I get out there and I wait there for another 5 minutes before someone asks me "oh have you been helped?" and I say "Uh they told me my car is supposed to be pulled up right now..." The guy takes my receipt and 5 minutes later I finally get my car. In the meantime, I'm listening to another lady complaining to somebody on the phone about how she had come back to get her car, so dropped off her loaner car... but then they found out her car still needed work or something. But during that time, the loaner car she just had was just given to somebody else who was just driving off with it. So, she had to get another loaner car (probably the one that I just dropped off.) She was MAD. Well, then I asked to talk to the manager and I made my complaints, but who knows if it'll change anything. All I know is that I'm never going back there again. The quality of service was horrible, especially for how much I had to pay. More

Absolutely horrible experience. They did not only overcharge me but also tried to lie about the rendered service. Service managers there are way too incompetent and unfriendly. I was amazed by how ar overcharge me but also tried to lie about the rendered service. Service managers there are way too incompetent and unfriendly. I was amazed by how arrogant they were in dealing with their customers. I guess they were more interested in their own bottom line than taking care of customers. More

I tried to have my IS 250 service for a recall and when I brought it in the first time and left car I got a call 15 minutes later to pick it up that the part was not in stock and it would take 3 weeks for it brought it in the first time and left car I got a call 15 minutes later to pick it up that the part was not in stock and it would take 3 weeks for it to come in. When I asked why I was not informed when I made the appointment Raymond said only the service managers would know that the part was not in stock not the person setting up the appointment. So in other words bring it in and then we will inform you that we can't do the work. Now today I bring the car in after getting a call that the parts are in. I leave the car and was informed car would be ready in 2 hours and that Paul would call me on my cell when it was done. Well 4 hours later no call...so I call the service dept. and I am informed car is ready. The only reason I even took the car in was to have the recall completed. I did purchase the car here and the finance guy was such a creep that I will never purchase another car from this dealership, it reminds me of 20 years ago when all car dealerships were thieves. More

I purchases a car battery at the Newport beach dealership I purchases a car battery at the Newport beach dealership within a two year period.(Within this time frame the battery is fully covered, outside tha I purchases a car battery at the Newport beach dealership within a two year period.(Within this time frame the battery is fully covered, outside that time period the battery cost you half the retail price to replace). When I purchased this battery I did not get it through the service side but rather what they refer as over the counter(I installed the battery myself) When you make a over the counter purchase your part is not recorded as is a service record. In my case the battery was not on record and to replace the defective battery I then had to show proof of purchase for a replacement battery. I keep good records though I could not find my receipt. I called the tustin lexus dealership and talked with the dealership manager about my situation and told the manager that I had purchased my vehicle from them some 8 years prior.I have spent over 60K over the lifetime of this vehicle and had serviced my vehicle with them on a number of occasions. I simply wanted an exchange or I was settling on half the price on the battery. This man told me no business without the proof of purchase. I am not a mean spirited person but I must say if this is now a luxury car company behaves than I will have nothing to do with it. When I talked to this man he reminded me of a used car salesmen trying to take every dollar he could rip you off with. These people are a piece of work that is hurting a great car line! More

Avoid Tustin Lexus like the plague. This dealership is run by a bunch of arrogant people that show no compassion to the customer. Their service charges are ridiculously high; they wanted to charge me $850 run by a bunch of arrogant people that show no compassion to the customer. Their service charges are ridiculously high; they wanted to charge me $850 for the 30K services which is 3 times higher than what Westminster Lexus charges. When I confronted them about their high prices, they acted like it was a privilege to have my car serviced over there. Their whole staff from the service manager to the valet is arrogant, clueless, and rude. I will never go back there. More

Over the years we have purchased five LS series cars. Love the cars, hate the purchase experience and the price. My wife and I have always had service work done by Tustin Lexus but never buy there. Too m Love the cars, hate the purchase experience and the price. My wife and I have always had service work done by Tustin Lexus but never buy there. Too many egos, just horrible experience. So we always look on the internet for best dealer pricing or for certified used. Never going to do anything but try to get service work done by Tustin Lexus. More

I have visited Tustin Lexus on several occasions for service and parts on my RX and ES. The consultants were friendly and helpful. Even though some of my work was minor, they offered me a loaner car, service and parts on my RX and ES. The consultants were friendly and helpful. Even though some of my work was minor, they offered me a loaner car, which was a nice touch. The parts department was helpful several times as well. As with most dealers, their prices are generally higher than what you can find elsewhere, so I don't always use them. But I have never had a problem when I have used them. I would not hesitate to go back if the type of service warrants a knowledgeable repair shop. Although I have not purchased a car from them, their sales people have been cordial and not intrusive when I have just been looking. More

Took our Lexus in for a recall repair, we had a appointment. Said the repair would take three days to fix. No loaner car only a chevy Cobalt from Enterprise car rental. Not as safe to drive as our appointment. Said the repair would take three days to fix. No loaner car only a chevy Cobalt from Enterprise car rental. Not as safe to drive as our lexus, Said we would like to reschedule our appointment for a later date. So we got the oil changed ($95) and waited 3 hrs..... As we went out to get in our car, Two loaner cars with people who had come in after us.....Drove off into the sunset! Oh well, Got into our car and it said we had a oil change due in 350 miles......they never reset the onboard computer. So back into the shop it went, finally got our car home..no recall repair, they said they will call us when a loaner car is available... ok we will be waiting by the phone........ More

Took our Lexus in for a recall repair, we had a appointment. Said the repair would take three days to fix. No loaner car only a chevy Cobalt from Enterprise car rental. Not as safe to drive as our appointment. Said the repair would take three days to fix. No loaner car only a chevy Cobalt from Enterprise car rental. Not as safe to drive as our lexus, Said we would like to reschedule our appointment for a later date. So we got the oil changed ($95) and waited 3 hrs..... As we went out to get in our car, Two loaner cars with people who had come in after us.....Drove off into the sunset! Oh well, Got into our car and it said we had a oil change due in 350 miles......they never reset the onboard computer. So back into the shop it went, finally got our car home..no recall repair, they said they will call us when a loaner car is available... ok we will be waiting by the phone........ More

Took our Lexus in for a recall repair, we had a appointment. Said the repair would take three days to fix. No loaner car only a chevy Cobalt from Enterprise car rental. Not as safe to drive as our appointment. Said the repair would take three days to fix. No loaner car only a chevy Cobalt from Enterprise car rental. Not as safe to drive as our lexus, Said we would like to reschedule our appointment for a later date. So we got the oil changed ($95) and waited 3 hrs..... As we went out to get in our car, Two loaner cars with people who had come in after us.....Drove off into the sunset! Oh well, Got into our car and it said we had a oil change due in 350 miles......they never reset the onboard computer. So back into the shop it went, finally got our car home..no recall repair, they said they will call us when a loaner car is available... ok we will be waiting by the phone........ More