Lexus Escondido Auto Repair Service

Love this dealership and it’s warm and caring people

Ben and Abel went above and beyond to help me. I appreciate everything they did to resolve my concerns.

Was offered free diag since it’s a repeat visit of the same symptoms. But all the tech did was disconnect my dash cam, and run what appears to be a vehicle health check for codes. My seat memory was reset which led me to believe they performed a vehicle hard reset, so I’m not too sure if they ran the codes before or after it. Estimate mentioned that they will reach out to FTS but it doesn’t appear like they did. Since I work at Temecula Valley Toyota, at this point, I’ll rather take my vehicle in to our sister Lexus location since I trust the techs there.

David was wonderful

I was pleased with the service I received from Matt.

Great service! Really appreciate Anthony’s communication skills and ability to keep me up to date on the service performed on my car.

Anthony had great hospitality

He did a Great job at making sure all of the different jobs on the car were completed to our satisfaction.

Shaynah was fantastic. She explained everything clearly and kept me well informed throughout the service. She is one of the reasons I feel Lexus Escondido is the best Lexus dealer to visit and I will continue to come back. Thanks Shaynah!

My advisor Anthony did an outstanding job on keeping me informed on the status of my vehicle.

Thanks Matthew!! My car looks amazing :) you and your team at Lexus Escondido are always so awesome! Highly recommend :)

Vanessa was extraordinary! Thank you all for the excellent service.

High $ value

Not really sure what happened with my service this time. I dropped my vehicle off for 55,000 mile service on Saturday morning. I was told I would receive a call about 3:30 to let me know whether the service was complete or whether we should pick up our vehicle on Monday instead. That call never came. I did not hear anything on Monday either. Late Monday afternoon I called in to check status and I was told it was still in process and someone would reach out to me the next day. This was surprising since the service seemed to be fairly quick items to go over, not like a repair that required troubleshooting. But, I again, heard nothing all day on Tuesday. I called in about 3 PM on Tuesday and after a call back I was told the vehicle was ready & I could pick it up anytime before 5:30 or the following day. I let the woman on the phone know that I would be picking it up that day, before 5:30. I had some issues with the loaner car not starting while I was refueling (key fob battery low, maybe?) so it took me longer to arrive at the dealership than I had hoped, but I arrived a few minutes before 5:30. I thought I had just made it before closing and expected the pick up would be quick. The man at the service bay instructed me that service closed at 5, not 5:30. He wanted to know if I was SURE I had not received an after hours link. But the woman on the phone did not even offer after hours pick up as an option - she said by 530, or tomorrow. He kept trying to explain to me how the process works and how my car had to be brought down. I could see the cashier’s closing up through the window and I explained that my service was covered by warranty and there would be no bill thinking he was concerned about running a credit card because he asked about the after hours link. Finally he was like okay, whatever, we will get your car. He told me to go to the cashier and he would get my car. The cashiers were not particularly friendly and blamed me for being there after hours without scheduling “after hours”. I explained that I was told 5:30 on the phone and they demanded to know who told me that. I explained that it was the person who called me back but I did not know I was being set up to fail and therefore did not take down the person’s name. I also said, the time on my paperwork said pick up was 10/22/22 at 5:30 and the cashier snapped back at me and said no, we close at 4 on Saturdays! So, I don’t know why my paperwork says 5:30, but again, these are the expectations that I had based off of information I received from the dealership which, together, did not have me questioning the 5:30 pick up. If those times are not correct, that is not my issue as a customer. I did, however let that person who called me back and told me to pick up before 5:30 know I would be there before close and I expected that the person returning my call would have requested my car be brought down and would be ready for pick up, etc. That was not the case. The service department was outwardly very frustrated with my “late” arrival because they were trying to leave for the day. I had a couple of people flag me to check my paperwork and I felt like I was being talked about in the headsets between staff in a negative way. I still have not heard from my service advisor and I received no feedback relating to a question I had relating to rear windshield washer. I did not mean to an inconvenience, but I definitely felt that way. In fact, the only person who did not make me feel terrible was the woman who delivered my car to me who met me with a smile and apologized for the wait. Had I known I needed to be there before 5, I would have left earlier to make that happen. I do live 40 minutes away and I had to refuel before dropping off the loaner car but I could have picked it up the following day if I felt I did not have time. As I mentioned I encountered some issues getting the loaner vehicle door unlocked and then getting the vehicle started after refueling. I was not even given an opportunity to discuss the loaner issue I had with anyone. I have worked enough customer service type positions over the years to know that it is frustrating when someone comes in late, or at closing, but I have always been trained to never let the guest feel the frustration, especially when the guest was given incorrect information from in house. This is my second incident with the dealership that has left me feeling frustrated/dissatisfied but I usually am very pleased with the service and interaction and I usually feel like I am in the loop on what is happening. Instead, I was already frustrated by the lack of communication from ANYONE at the dealership over the course of essentially three days but I remained hopeful for a smooth pick up and Lexus mussed the mark on that too.

Timely and inclusive of all my nee--excellent job

Took a little longer picking up my vehicle than usual as I waited around 15 minutes before the vehicle arrived.

Your dealership is incredibly great..! Matt is one of the best service representatives that I have ever encountered! My next car will also be a Lexus..!

Great

David was professional, friendly, and provided excellent service.

David was very nice and helpful. I really appreciated all his help to mr