Tustin Lexus

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 "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!

Posted 12/28/08 | Report Abuse

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I paid $250 to have my LS430 detailed here two years ago. I was a little disappointed when I saw on the bill that the car had been detailed by Steve's Auto Detail, where my wife took her car for $150. Making things worse was the quality of the job. My daughter had spilled a red concoction on the back floor mat. When I went to put my computer bag into the back seat, the red stain, which was at least six inches in diameter was still there. The trunk had not been vacuumed and there were other issues. The dealership was able to clean the stain out within ten minutes, but I seriously had to wonder what they didn't do if they missed something so obvious.

Posted 08/09/08 | Report Abuse

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I have never had a problem when I took my RX in for service. Some times they were a little slow, but I was able to get in and out with no problem. I enjoyed working with Eric while he was there, but now he's not, but Dave has taken his place and has been very professional and courtesy with me. I've dealt with Jake Weber as well and found him to be pleasant and fun in negotiating the price for my car. I'd recommend those 2 individuals if you're going to take your car to Tustin Lexus.

Posted 03/04/08 | Report Abuse

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I had my Lexus in for routine maintenance. When my wife and I came at the appointed time to retrieve it, we were kept waiting nearly an hour before someone finally told us they could not find the key. It took an hour and a half for them to either find the key or come up with a new one. During this time I watched other customers waiting an undue amount of time to check their cars in. When the line was getting ridiculous, a young man eating what appeared to be a Carls Jr. burger came out climbed into a car, burger and all, to take it into a service bay. This was our first experience with Tustin Lexus, and likely our last.

Posted 02/01/08 | Report Abuse

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