Tustin Lexus Service

I would like to recommend Joe Hurst our salesperson at Tustin Lexus. This is the 3^rd time we have bought a car from Joe and the dealership and Joe is the main reason we keep coming back. He does a great job of explaining the details of the car and his no pressure and honesty makes us keeps coming back to him. We are once again very happy with our new car.

This place is a rip off. The only reason I even gave more than one star is because they at least washed my car before I left without accepting their recommendation for service. I have been having intermittent problems with the air pressure sensors on my tires and they tried to tell me one of the sensors was bad. The service advisor said it was the spare, but the mechanic said it was the driver side rear. Either way it was going to cost $ 280 to replace just one, so hopefully they figure out which one it really is, right? When hubby told them that was too much, they gave him some BS story about the sensors being proprietary and that only a Lexus dealer could replace them. I guess they never heard of Costco Tire Center! Got it fixed there for $ 65 instead of getting reamed by Lexus. I won’t be going back to Tustin Lexus for my other regular service either.

Called this evening for service and made sure there was a loaner vehicle available. She replied sure, we got loaner vehicles. So my wife and I drive down to the dealership in 5 minutes. Wait in the lobby, no greeting, then a service advisor steps out and we respond that we would like service and a loaner vehicle. Says no more loaner vehicles available but we can call Enterprise rent a car. By that time we’re totally disappointed and leave. This is our second bad experience at this dealership. We are done with this location!

I always bring my car to Tustin Lexus to get serviced, I feel like the service guys have always been honest with me. They are professional and friendly and I appreciate that!

Came in for a recall and Iman took care of me swiftly. It was my first time there and they gave me a loaner for a day. Didn’t try to sell me anything extra. They even gave me a car wash and filled my tank of gas. Very satisfied!!!

quick convenient and professional
pricey but they have to use the actual dealer parts
high recommend — clean, professional, clear communications
I work long hours and am not close by — but their service department is open til 9 pm or so — nothing to complain about.
thank you

This service center is excellent. Service advisor, Mr. Mychal C was very helpful and walked me through how to get my car repaired via warranty. My car was nicely cleaned when I picked it up and when waiting for the repair, the courtesy car was definitely a plus without charge. I plan to bring my car here for any future repairs.

Tustin Lexus comes through to save the day. While another nearby Lexus dealership was unwilling to assist me, simply because I didn’t buy the car at their dealership, Tustin Lexus provided first class service when my CPO GS350 showed a concerning symptom when I was driving it home the night I purchased it. My purchase was at a dealership 2 hours away and I was 99.9% sure it was simply a wheel balancing issue. So instead of being unreasonable and requiring me to fight 2 hours of LA traffic for a wheel balance, they were very helpful in discovering yes, it was just a wheel (s) out of balance. Tustin Lexus has earned my business over any other Lexus dealership because they do not treat you poorly simply because you didn’t purchase your Lexus there. The service advisor Derek was very friendly, informative, and professional. He treated me like family and I felt taken care of and respected like any driver should. I would definitely recommend Tustin Lexus for service!

This is an honest review of my personal experience from four years ago with the service department. This is a bit of a long winded story but I feel compelled to share this. It has been quite some time since this incident has happened and I can’t tell you why I have been so delayed in sharing my story until now but I figure I might as well say what happened. I purchased my Lexus at this dealership and had an AMAZING purchase experience. My sales rep (who no longer works there) was so cool and charismatic, and I could’ve gone to Newport Lexus for the same price but decided to go with Tustin just because of the sales rep! He was so touched, he even threw in free dark alloy tires (Heck yea!) Anyway to cut the chase on my story… I made the mistake of falling for the «tires for life» scam. Yes. It was a scam. Dealerships won’t admit it but their actions totally fall in line with what scam artists would pull! I was so convinced that I would be making good on the «investment» of buying in the «tires for life» program that when everything fell apart, I felt like I was literally scammed and duped. I am ashamed to say it now, but the cost of the program was a whopping $ 3000. The bundled it up with a Zylon (paint protection coat) and leather seat protection warranty. I can’t believe I was so convinced back then, that the program was a good investment decision. What happened was, I knew that to be continually enrolled, I had to remain a loyal customer and make sure I do all services at their service dept. and the services have to be done in a timely manner. For close to three years, I was going back there and paying their PREMIUM prices for oil changes and routine services like 10k, 15k, 20k serives… turns out all is just… a carrot on a stick. When it came to getting my first round of free tires (I knew the program stated still need to pay for installation fees and tax btw) the service rep said I failed to get tires balanced in the past year! And that the contractual agreement states I needed to get those tires balanced annually. Even though I have been going to the Tustin dealership on a continual basis, they never mentioned this was a necessary part. I was under the impression that all necessary services were being performed. So they kicked me out of the tires for life program. I went back and argued three more times with a couple other service reps and asked to speak with the supervising manager. It was so frustrating and got to the point where I even cussed out the guy on the phone… Yes, I had a full melt down. It was that stressful and heartbreaking to be scammed that way. I decided to call back and apologize (in the end the manager wasn’t personally responsible and wanted to make sure he understood where I was coming from. I didn’t know where else to turn… So I decided to call Lexus corporate hotline. I was forwarded to their customer care department and they figured out that I could be rewarded a voucher back for a portion of the fee I paid. It was only a small portion of the program fee (I think the voucher was for $ 750) but the gesture signaled a bit of closure for that situation. To be honest, I never really felt like this wrong was fully corrected and I am still bitter about it. Why would they have set up a program to fail and have almost every customer get bumped out because they didn’t remind the service rep to include an extra action item for maintenance (isn’t that the service reps job?!?). During this whole fiasco, I found out they did end the program. They probably realized in the end it was just too much trouble and we’re trying to find any excuse to bump out people. What an efficient way to lose customers, right? I hope my experience is helpful in shedding some light on how insanely inconsiderate the service dept is in retaining their customers. It is definitely NOT a sustainable business model.

I stopped at Tustin Lexus for help with my new Hybrid. It was a request for help with the audio and was not sure how it worked. Alex Valenzuela came to the rescue! He sat with me and resolved the problem I was having with patience and clear directions. I was able to be on my way in a matter of minutes. Thank you Alex. This is the kind of service you can expect at Tustin
Lexus! Ann P.

They are HORRIBLE! At all costs avoid them and Newport since Newport is owned by the same people! I worked with a guy name Michael he was horrible. They charged me to do a full inspection of the car I wanted to buy for $ 280 to make sure that everything was up to par. I paid the 280 everything came back as perfect. I bought the car find out that it needs all new tired, breaks, and alignment! WTF! I called Mission Viejo Lexus, they inform me that the SAME check there is FREE!!! I bring it to them after I fix all the issues TUSTIN DIDNT NOTICE and they find minor fame damage OMG! Tustin basically screwed me. I talked to the manager Renée and Stephen, both of them blamed me! They said they’re sending me back my money and will see… I’m so upset that they messed up! I’m probably going to sue them for telling me it was okay…

I live in Chino Hills and use to live in Irvine and Tustin in my former life. I still come out to Tustin Lexus to get my car checked out on extensive service/​maintenance. I love being a part of the Lexus family and looking into my 5^th Lexus! Super excited. Thank you Tustin Lexus for providing great service and I love that I always get my car back washed and with a full gas tank. You guys are awesome.

I had my 5,000 and 10,000 mile services performed at Tustin Lexus. My service advisor was Derek. He is very professional and shows a passion for his work. My IS is modified and I never was concerned that anything would be damaged. I am a bit particular about my cars and I was very comfortable leaving it for service.
The 5K service doesn’t take a lot of time. Derek estimated the time and I had the choice to wait or take a shuttle to work. I waited and the service was completed as estimated, then I was on my way.
The 10K service took a lot less time than expected. I left the car with Derek and went to breakfast with my brother. When I got back to the dealership, the car was ready to go.
I strongly recommend Derek and Tustin Lexus for service. Derek is extremely professional and personable. My car is golden until the next service interval.

Brought my Lexus in because locks in the back wouldn’t work and one window wouldn’t roll up.
I called before bringing in the car to make sure a loaner was available. The gal took down a lot of information and said one would be available in the morning when I dropped off the car. It wasn’t…took 1.5 hours to get one.
It took three days for a diagnosis! They said the entire piece in the door needed to be replaced which would cost $ 1350. Got a second opinion… $ 350 later the window and two locks work great! It was an electrical problem. Could they not figure it out so they were going to replace everything?
So I paid $ 140 for a rip off diagnosis!
We usually go to South County Lexus. I wouldn’t go back to Tustin. Why I decided to try Tustin, I’m not sure. But I’ve never had these problems at South County!

My wife and I have been coming here since 2005 to have her 99 Lexus serviced. Each time we bring the car in, we are offered either a shuttle or a loaner car. We have never had any issues with quality of work performed by their mechanics. The service advisors always gives us straight answers and keeps us informed.
My latest appointment was on ¹⁄₂₈ when I was driving my wife’s car to work and the check engine light came on. I immediately took a detour and headed straight to Tustin Lexus.
The minute I drove up, I was greeted by George Chen. I told him the issue about the check engine light and also requested an oil change. I was quoted $ 95 for an oil change which the standard price at Lexus and includes other stuff besides the filter and oil. The check engine price was $ 140 for their time to troubleshoot the issue and that would go toward the repair.
I was offered either a ride to work or a loaner car and I chose the loaner car this time.
Later that day, George called me with a status about the car and what it would cost to repair. I gave him the OK to do the repair and he called me back when it was done and said the car is currently in the wash and should be done at 5pm.
I get there at 430pm and pay for the repair and also receive a complete analysis of any trouble spots detected during the oil change. The chart shows green, yellow and red. I get the car at 445pm and I am good to go. Although the service was more than I would like to pay, I feel that I got value for the price and I know it was done right. This is the main reason why I have been coming here for 10 years. They also have some of the best hours out of any Auto Service Department. Open late M-​F and also open Sunday.
I also own a Honda and the service is cheaper but if I need something done, it’s usually 1 – 4 hours out of my day so I say Lexus has a good program with the ride or loaner car.
My only regret with this service was not taking some free bottles of water and checking if they still had the video game machine.

I recently needed my key code for my Lexus that was lost and I stopped by Tustin Lexus to see if they would be willing to help. This key code is a code that corporate Lexus holds that gives the directions to cut a master, and as I am the owner of the car I am entitled to it. However with that being said getting this code is generally the equivalent to pulling teeth because it makes the parts and service department no money to simply give me this code. Tustin Lexus could have easily played dumb and told me to take a hike, but instead they were great. I first spoke with Jim who then then referred me to Ariel who took care of me. He checked my paperwork to make sure I was the owner of the car and then took the time out of his legitimately busy day to email corporate to get the code. Within five minutes I was out the door with what I needed.
This was a simple act of kindness that Tustin Lexus could have easily blown off but they didn’t and that is what I will remember.

When will the management of this dealership wake up and do something about the overall performance of the Service Department? Seriously, I sat and read the review of others AFTER I (unfortunately) took my vehicle in for its first service. Nearly all the reviews are negative as is mine. I am taking my car to Newport Lexus from this point forward.
They called me at noon to say the car was ready. My wife went to pick up the car. They made her wait an hour and a half in the lobby while other customers sailed right past her to get their cars. She asked for te car 20 minutes in and was told that it was being washed. At 45 minutes, the «manager» got involved and told her they were making some minor adjustments. Do they have a big bag of excuses from which they pull this stuff from? Whatever.
The only reason I gave them two stars is that they offered my wife free coffee and water… silver lining I guess.
Steer clear of this diseased dealership.

Terrible service from Mychal. He was very defensive when explaining to us the technician’s advice on services needed. It would have been a lot better of he just explained it to us and let us make a decision instead of being forceful and rude.

Please do yourself a favor and go elsewhere. They will most likely break your car & your bank account.
My car was running smooth and perfectly fine before I took it in for a minor maintenance. I don’t know much about cars but I know that it’s NOT the same after they perform the maintenance on my car & if anything, it got worse. I wish I had never took my car in.
I knew that they charge more than other dealerships but I went in anyways because it’s close to me. If they had done a good quality service then is wouldn’t complain about the cost BUT, I had to take my car back in the day after because I smell stuff burning in my engine. Guess what? THEY PUT A DIRTY OIL FILTER IN when it’s supposed to be brand new. Really??! This is unacceptable! Not only had I waste my time to wait for them to redo the job, the result was questionable. Bottom line is, I will never ever return for service ever again. You should do the same.

I’m currently sitting in the wait area after I brought my car in. I knew when you get your car serviced, don’t expect to get in and out when there is people in front of you. I barely pulled up and was immediately greeted by Paul kim. He asked what was wrong with the car and I told him my side rear view mirror was shaking when driving on rough road. He took me into the office and immediately got to work. He told me it would be an hour and half everything should be done.
He made me feel comfortable and made me feel like I’m in good hands, very helpful.
This is my first time getting my car serviced here and I loved the experience. They are on top of it. Great job.