Tustin Lexus - Service Center

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

What a terrible experience this turned out to be; far different from my other dealings with the service dept. I have never been treated so rudely in my life. I brought my car in to have the Xzilon "pro different from my other dealings with the service dept. I have never been treated so rudely in my life. I brought my car in to have the Xzilon "protection" redone as I have previously done. The service people were extremely confrontational and advised me that this could only be done once a year ( they have never told me that before!) and that if I was unhappy I should talk to the Finance dept and ask for a prorated refund. Attitude was take it or leave it - When I asked to talk to the finance mgmr who had sold us this ( high pressure) and specifically stated that if we were not happy with it we could bring it back and have it retreated (no limit) he was very beligerent and condescending and demanded to know what the problem is. I explained to him that my car was not smooth to the touch and was not repelling water spots like he claimed it would. He said that it was not supposed to. When I told him that he said we could bring it back if we were not happy with it and have it redone, he told me he never said that and I was putting words in his mouth. I then told him service said we should ask for a prorated refund since we were not happy and he said there was no way he would do this. Well at this point, my husband had had enough and proceeded to tell the finance manager what he thought of his attitude and service and the finance manager told us to leave and NEVER COME BACK and that if we didn't leave he was going to call the police! What happened to the professional staff that used to work here? After purchasing 2 brand new cars here plus my parents purchasing 2 brand new 4 series car plus all the friends I have referred to this dealership, needless to say i will not be returning. I am also seriously considering purchasing a BMW or Mercedes for my next car. Please do no purchase the Xzilon program as you will be wasting your money! More

Dissatisfied after receiving the 15k service! Thinking that it would be logical or be well taken care of if I brought my car back to the same dealer/service dept where I bought it...but proved me wrong! that it would be logical or be well taken care of if I brought my car back to the same dealer/service dept where I bought it...but proved me wrong! The car came back w/ a scratch on the driver/left-side back door that the srvc dept denied and "offered" to detail at my expense! I swear the scratch wasn't there before -- someone else, you can question this, but me? No, I look/inspect my car everyday and park it as far away from other cars as possible. So I "know" it wasn't there before! I would have to seriously think twice about bring my car back there/Tustin again! Good luck and if you know of a better service shop, please share the info? More

Dissatisfied after receiving the 15k service! Thinking that it would be logical or be well taken care of if I brought my car back to the same dealer/service dept where I bought it...but proved me wrong! that it would be logical or be well taken care of if I brought my car back to the same dealer/service dept where I bought it...but proved me wrong! The car came back w/ a scratch on the driver/left-side back door that the srvc dept denied and "offered" to detail at my expense! I swear the scratch wasn't there before -- someone else, you can question this, but me? No, I look/inspect my car everyday and park it as far away from other cars as possible. So I "know" it wasn't there before! I would have to seriously think twice about bring my car back there/Tustin again! Good luck and if you know of a better service shop, please share the info? More

Terrible service drive. Tiny and totally non-intuitive. A grubby tech in a drab uniform, shirt untucked, walked up and asked me to step out of the car so he could write down the info ON A YELLOW POST-IT NOTE grubby tech in a drab uniform, shirt untucked, walked up and asked me to step out of the car so he could write down the info ON A YELLOW POST-IT NOTE! Walked me inside to a desk with a consultant who wasn't familiar at all with the software on which he was working. <br><br>I had booked the appointment online and received a quick confirmation, but when I got to the dealership, they had no idea who I was, why I was there nor had captured any of my data from the online form and was made to regurgitate it all again. IT'S ABOUT RESPECTING OUR TIME, PEOPLE!<br><br>The loaner car was nice though, and was no hassle at all. That was the only saving grace of the experience. That, and the car was ready on time, though it was only in for a 10k mi service. More