Tustin Lexus

Drove my dream car off the lot yesterday. IS 200t. Thank you Josephine for all your help. She was amazing. And thank you Lexus of Tustin for making me feel welcome and very comfortable.

First and foremost I have to say thank you to Patrick, for the excellent service! Yesterday my boyfriend and I decided to go car shopping, as soon as we arrived we saw the car we wanted. A beautiful 2016 RC200t F-​Sport, and boy is that car a dream. Patrick came straight to us and right away began to go over the awesome features of the car. Being that it was our first time trying to get a car from a dealership, I was a little nervous because we are both under 25– so I didn’t think they’d take us seriously. But Patrick treated us with great care, he allowed us to look and get a nice feel of the car. He did everything in his power to make sure that this purchase is the fit for us, as well as get an amazing leasing rate! I can reassure you that Patrick is there to help, even after the purchase he was able to let us know that his job is far from over with us. He wanted to make sure that after we drove off, that we still had access to him if we needed anything. That by its self is a great addition– and that’s why I recommend, he wasn’t a sketchy salesman. He was straightforward, very knowledgeable, and genuine. His finance manager was awesome as well, real funny stand up guy!
Thank you so much Tustin Lexus, we appreciate everything you did for us!

Wow! These guys have some brass balls! Let me tell you about my experience, and it was an experience alright. I drive to Tustin Lexus because they are my «local» Lexus dealer and I like to support my local businesses, even if I pay a bit more. I’m shopping with my mother-​in-​law for an IS250, for her, and we settle on a specific color, features, etc. Now comes the part that we ALL dread and for good reason. The good ol’ haggle. After our salesman writes up an offer, which we thought was high (shocker), he brings in his «manager». Now this guy, you have to picture him, straight out of the movie Glen Gary Glennross, big sweaty cheeseball, insulting, rude, and clearly having a bad day. So, after he was done offending our intelligence, the negative energy drove us straight for the doors. After we leave, they start calling us apologizing for our awful experience. They said they wanted to make up for the bad experience with offering us a great price. And so I thought that the price they offered was fair, but I was still hesitant to come back in. After a long thought, I did end up purchasing the car here strictly because of the price. The experience was awful, I wouldn’t shop here again.

Just leased a brand new NX here and I am very happy with my experience. Worked with Peter and he was very accommodating. He and his team did everything they could to get the deal to where I needed it to be. They didn’t have the exact car I wanted so they cut me a deal on one that was actually much more expensive than my initial choice. Thanks Peter and Tustin Lexus!!!

Dropped my car off here for a recall and had George as a service adviser. He was great and so was his staff! My car was repaired quickly and a loaner was provided upon request. Definitely top notch customer service. It was a little slow picking up the car since the key wasn’t in the car when it was delivered to the front.

By far the worst experience in a dealership! Here is my story:
I walked into the dealership to lease an Nx. The sales person, John, was very friendly. He showed me the car and I test drove and liked it. It was not the color I prefered so I was not sure about it. We went into his office and John explained that they don’t have the car in the color I like. He left the room and after a few minutes he came back with his sales manager, Whitey. Whitey took over the negotiations and made me an offer. I said I was not sure about the color and I should think over it. I left the dealership and came back next day to get the car. I figured out the offer was really good and I should compromise the color. Whitey said that the car was gone but he would find me another car. After following up with John for a few days, I got a call from another sales person in the dealership saying that they have the car I like. I went to the dealership and they gave me an offer $ 110/​mo more than Whitey’s offer. When I mentioned Whitey’s offer to them, they simply told me that Whitey is not there and he must have been lowballing me to get me back to the dealership! I asked to talk to a sales manager and the new sales manager showed me such an attitude that I left the dealership right away.
I know some dealers lowball customers to make them come back. But in what kind of dealership they admit to it as if nothing wrong has happened.
I will never get back to this dealership either for sales or for service. I bought my car from South County Lexus and that was a much more pleasant experience.

I will disagree with any bad review about this dealership. I just bought a new Lexus IS tonight. The service was top notch, I got exactly what I was looking for hassle free. Josh was great and gave me one of the best experiences I’ve ever had at a dealership. I will defiantly be coming to this dealership for years to come. They have earned a customer for life

I want to say Tustin Lexus has lost my loyalty as a customer for good. My family and I have bought numerous Lexus vehicles here and I am sad to say we and the rest of our family and friends will no longer be coming back. Word of mouth runs strong and this place is now a complete joke. Even if we have to pay more at another dealership and be treated with respect, we definitely would.
Sales is a reflection of the service and if a glimpse of what we witnessed tonight, no thanks. We can take our money elsewhere. I don’t know what happened to this dealership. Worst experience ever. The sales manager is incompetent, unprofessional, and has absolutely no sense of manners.
After waiting over an hour for a price, the sales consultant finally walks in with his sales manager. The sales manager in a snowman tie, gives the usual explanation and we gave him our offer. He then proceeds to snatch the 2 papers in front of us off the desk. Stands up and with a terrible attitude says «I am TRYING to work with you and if you don’t want to work with us then forget it.!» Walks out without even acknowledging us. Leaving the associate in an awkward situation.
When a sales consultant is behaving more professional than his own manager, it’s probably because the manager is long overdue for a refresher course on basic professionalism. Probably doesn’t have OR needs to get RE-​Certified for a Master sales manager title.
What a complete IMBECILE…

Can’t say that I bought a vehicle here but I can say that we won’t be buying a vehicle here. We came to Tustin Lexus for the first time ever to check out their cars on a Saturday. I didn’t even realize there was a Lexus here because it’s hidden in the corner of the Auto mall. After walking around outside for a good 15 – 20 minutes we decided to come inside hoping to get noticed.
On our way out the door a sales person comes around asking if we’ve been helped. We told him no and that we were looking at an SUV. He took us out to the lot and we viewed a couple of options. I then asked if we could test drive 2 of them to compare between the smaller one and the larger one. The response back? «I can only let you test drive one because we are busy today and short handed. If you want to test the other one you’ll need to come back on a weekday when we aren’t busy». So basically what he was saying is «I believe I have better possible clients out there and I’m not willing to spend my time on you unless I have nothing better to do».
Being thick skinned I brushed it off and said ok we’ll test the larger version with the sport/​F branding. He says ok and when he comes back he proceeds to hop into the regular version. Sensing our shock that we weren’t going in the requested sport version he proceeds to state” If you’re going to buy the F version today we test drive that — if not we’ll take the one I’m in” Wow…
Wife decided to still test drive it and the only reason they got 2 stars is because at the end of the very short test drive (around the block — not even on to El Camino or Tustin Ranch) the sales guy was «nice» enough to answer her questions. By then though I had already made up my mind that this was not the place to make our next purchase.
Coming on Unilocal I see that I’m not alone in my thoughts about this dealership.

THE WORST EXPERIENCE WITH A DEALERSHIP. EVER.
*** PLEASE AVOID THIS PLACE LIKE THE PLAGUE IF YOU DON’T WANT TO DEAL WITH THE WHOLE SWITCH & BAIT TACTIC ***
Usually when I receive negative customer service, I will fume about it and then move on. But my experience last night with Tustin Lexus was SO horrendous, I need to write a Unilocal review about it. Long story short: we were given a written & verbal offer from Josephine for a new car as I wanted to return my lease early and get into another Lexus. She pretty much matched an offer from another Lexus dealership (this one farther away), so we decided to drive to Tustin as it was closer. She wrote the offer out via text and confirmed that she had our exterior and interior color on the lot. Cool.
I prepare all my pertinent documents and we drive an hour through traffic to get there. Josephine greets us, walks us into her office, and first thing she says is: «So, we don’t have the car you want.» Um, what? She tells us that they don’t have the base model we want, but oh so conveniently, she has a model that is $ 4k plus more. I immediately get frustrated and ask my fiancé if everything was confirmed before we had to drive down here. And JOSEPHINE goes… «Oh, don’t get mad at him… THIS IS MY FAULT.» (literally her words). Wow. Then she tries to ramble on about how we’re getting a good deal by putting down $ 2k more money and paying more monthly. Yeah, GREAT DEAL, Josephine.
Needless to say, we walked out of there QUICK and will 200% never be back here ever again — neither for a sale or service. And I will gladly tell everyone else (including 2 of my immediate family members who currently own a Lexus) to never come here for a sale. Shame on you, Josephine for trying to slime two people into an upsale by lying. Thanks to your horrible service, I will make sure none of my acquaintances ever give Tustin Lexus business.

Josephine Lio was superb and a pleasure to work with. The negotiation was quick and made the car buying process a breeze! She is very well informed and knowledgable of the technology and specs of the vehicle. She made sure to go through each and every possible aspects of the vehicle prior to delivery.
Dave Strader, in finance, made the signing super fast and easy. He made sure to thoroughly explain the numbers that I was signing. He also advised me of the 90K service agreement that would save me a ton of money in the long run since the 30K, 60K and 90K maintenance will cost substantially.
Overall, I would highly recommend Josephine Lio to all future Lexus owners! Happy buying!!!

I was referred to Chris Ramos from a client of mine so I figured why not give him a shot. From my initial conversation to close, he made sure to always go above and beyond. Coming from an industry that revolves around customer service and attention to detail, I definitely appreciate it when I interact with people who value these practices in their respective fields. Chris was extremely patient (it took over 3 months for us to decide what car to get) was never pushy and never ever once tried any grease ball «car salesmen» bs. If you decide to buy a Lexus you need to come see Chris, tell them Alex and Christine sent you!

Bought my very first car — 2016 CT200h F Sport — from these guys last week, and it probably won’t be the last time that I get a car from here.
Damon was very professional (as opposed to the salesmen at other dealerships that didn’t take me seriously because I look very young for my age) and helped to get me a better deal than I was even expecting. I really appreciate the fact that he was very patient and set aside time to show me the different functions of my car, as well as help to set it up. He even got the guys to wash and vacuum my Civic that I had been driving around in for the past 4 years. Damon mentioned telling them to fill my tank up, which didn’t happen, but I really appreciate him going above and beyond for me (which he should get a nice bonus for — ahem). He even let me persuade him into driving my car out of the dealership’s steep driveway because I was paranoid about scraping it after only having owned it for about 20 minutes :)
My boss is thinking about switching from her Benz to a Lexus now after seeing my car, so I will be bothering her to come here when her lease is up!

The service department is always fast, efficient and honest and I never have to wait that long and I truly appreciate that!

The guy that acts like he wanted to help did NOTHING. He started talking about the legalities like he’s a lawyer or something. Here’s the legality of it, it’s my vehicle. I own it. You serviced it before I owned it. Now I want the service records so I can properly maintain it. Eff you you effing jerks and your crap ass stealership. Reason #1 why I would never purchased a new car ever.
They want me to bring my car 100 miles for service so THEY can determine what service needs to be done and keep me in the dark about what service has already been performed so they can presumably double dip charging me for something that’s already been completed.

I’ve bought 4 Lexus here, last one was some 7 years ago. Then I switched into the German brands. I still keep two of the 4 I bought. They have never wronged us. Actually, just came home with my 12 year old LX470 cruiser from a 2400 mile trip.
The service adviser, Rick Masucci, has been there for years and I even knew his predecessor Robert Ambrose well too. Rick is easy going and reasonable, all his advices are trustworthy and very true. All service appointments are quick in and out and no hassle. It is really nice to have this dealership in your neighborhood.

Came in was greeted immediately by John Greene. He made our car buying experience wonderful. Very calm, relaxed, professional sales man. By far the best car buying experience we have had. We will definitely be coming back next time we are in the market.

When it comes to customer satisfaction Tustin Lexus is horrid. I bought my car a week ago and noticed deep scratch on the moon roof and a small dent (2 days after the purchase. Car was not driven and was parked in the garage until last week Thursday). I notified the dealer and a week later visited to show them.
Brad (sales manager) was not available so, I spoke with Chris (sales manager) and he acknowledged both issue. He told me he was going to talk with Brad. However, when i spoke with Brad over the phone to follow up, he said Chris didn’t see any scratch on the moon roof. I specifically told Chris to take photo but he said the scratch wouldnt show up in the photo.
Now I am waiting to hear back from Tustin Lexus. I hope this issues are resolved within this coming week.
I was going to recommend Tustin Lexus to a friend but after this experience I will not. Make sure you check your car thoroughly at the dealer before signing any paper work. Worse first time car buying experience.
Also make you follow up with the issue because they are very slow and will not get back to you in timely manner.

I guess I’m too young to be served here. I walked the lot with my girlfriend for 15 minutes until we saw a sales guy came out of the building to help… nope! He was on his phone scanning the lot, saw us then continued to stroll around, hang up his cell, then walked back in. We were in plain sight but he couldn’t even be bothered to help these 20 somethings.
So we left and went to Newport Lexus, which I understand has the same ownership but the service quality was the complete opposite. I bought on my first visit there and the service quality a couple years after my purchase has been 100% positive! EVERYTIME!

Got my Lexus isf from Tustin Lexus. When I was on my way to get one from Las Vegas. What made me get it from them was the price was much cheaper.