Lexus Escondido Auto Repair Service

Tony is a delight to work with. He was very responsive to my questions and needs. I will always request Tony to handle my Lexus needs

Quick. Easy. Excellent work and customer service as always!

Thank you Tyler , you are always so helpful and knowledgeable! Thank you for answering all my questions.

Jesse was professional and kind from the beginning, would definitely work with him again. Answered all my questions.

Lexus Service Feedback - 9/2/2024 The check-in was very friendly and smooth. Mark, the assigned service person, was nowhere to be found for over 30 minutes. During the wait, no one attended to me nor followed up on my case. After 30 minutes, I decided to find someone to help, at which pint I saw that the check in person talking to a service person (which later I found out was Mark). He informed Mark that I am waiting and Mark looked at me and went back to his office and got on his phone and computer. So, I approached the check in person who informed me that that was Mark. I told him I have to get back to work so how long will the wait continue. He informed me that Mark will be with me shortly. Around 1:40 pm, I decided to contact Mark in person in his office. I informed him that "we had an appointment at 1:00 pm. He looked at me said “I was just reviewing your ticket”. To my surprise, no greeting, no hand shake, no introduction, no remorse for being so late or making me wait, and no apologies for being rude or ignoring me. I told Mark that I am here for 5-year service and the second key. He said let me see if we can get you the key and called someone. He said “there is no answer so I do not know if they will do the key today but he will put it on the paperwork. I thanked him. I told him I had to get back to work and we got in to loaner conversation. After some confusion, I agreed to take the loaner. He told me that it is going to take at least two hours for the 5-year service and marked 3:45 to 4:00 pm pick up time on the paperwork. He then informed me that since it already late so if they do the key the car will have to kept overnight. This came to as a surprise since I had arrived at 1 pm. I told him that I cannot leave the car overnight since we are going out of town on a trip unless the loaner is extended beyond 24 hours. To which he declined to extend the loaner. He asked me for the best phone number to reach so I provided my personal cell number. Around 3 pm I conversed with the Service Manager (I think her name is Jessica) and requested her to please make sure that the car is ready for pick up no later than 4 pm since I have to pick up my daughter from school at 4:30 pm. She was very helpful, professional, and willing to help. Immediately, she reached out to the service floor personnel. Thanks to her my car was ready for pick up by 3:35 pm. While I was waiting for the car, my interactions with several other individuals were very positive. Peter in the Café was very friendly and service minded. He took care of my order with attention to details and inquired about allergies. Christie at the Loaner Desk was very friendly, service minded, willing to go out of her way to help with the loaner car. Henry at the Loaner Desk was very kind and answered a few generic questions. Peter and Henry were true service oriented. Alejandro in Tech Support was very cordial and service minded and gave me an excellent quick tutorial (due to time constraint on my end). He is the first and only person provided his business card. Gabriella, Cashier, was very nice. When I asked her what service was performed, she did briefly explain. However, no one explain the paperwork, services performed, or the vehicle inspection checklist. No one else professionally introduced themselves nor provided their business card. When the car was ready for check-out, I never received a call or text at my personal number. When time to check-out, I was waiting at the cafe and I saw Mark holding some papers and talking on his cell phone in the same area. When he was off the phone, he told me that my car is ready and walked away towards cashier. He handed the paper to the cashier and walked away without any conversation, explanation of the services performed, proper handshake, good by or thanks. He was absolutely rude, unprofessional, and uninterested in providing the service from the minute he saw me. His behavior and lack of professionalism can only be attributed to Discrimination. When I returned home, I learned that the floor mat on the driver side was removed. However, if this was explained during the visit, it would have avoided me calling for the reason and whereabouts of the floor mat. Also, the side view mirrors were fully functional before the car was serviced. However, after the service they are not functioning. We provided this information to Robin Bosco in a follow up email on 8/29 and still are awaiting a response. This is definitely not the Lexus service I have been used to since I bought my first Lexus in 1989/1990. But, thank you for the opportunity to provide the feedback. I hope you will find this useful in training others and you will not mind when I share it with the Lexus Corporate Office.

I’ll be honest. The customer service from the time I called when I was stranded on the freeway til the time I came in was absolutely exceptional. The feeling from everyone was making sure there was no inconvenience felt but they were there to help. What started out as a rough day ended as a pleasant one knowing I was in good hands. Kudos to Tony and the Lexus staff!

Very thorough, ensured I picked the right service to prevent me wasting money in the future. Great job!!!

Number 1 dealership!

Jesse was excellent. He was very helpful dealing with my insurance company and keep me updated throughout the repair. He made sure everything was fixed perfectly! Thanks to Jesse I’ll keep coming back to Lexus Escondido

Happy to do so. Tony was knowledgeable and communicated. Very well.

I am that guy,The one businesses hate.I expect near perfection.Lexus of Escondido gives me exactly that.This is why this is my 3rd car from this dealership. Thankyou

Tyler is outstanding and is amazingly customer service focused. He is also extremely knowledgable. I trust him completly and feel very fortunate to have him as my Service Consultant. He is a great asset to Lexus Escondido!

Great service

great service

Very professional but costly Tyler was great!

Well done

Very good experience with Christian as my service consultant.

I was glad to asked several questions on the maintenance service and both agreed to get it done. Yes, Jesse was informative and did a great job. I will ask for him next appointment.

Never called about the additional cost to repair and paint front right wheel. Only told car ready for pick up. Addionally, the 3 software and network issues were not fixed. Explanation from technician on paperwork stated no issues and no adjustment to safety back up cannot be done. On or off only.

Tony was great!