Lexus Carlsbad Auto Repair Service

Blanca and the whole team took care of us. That is why we come back. Thank you.

Bernardo is great!

Bernardo did a fantastic job keeping us informed all the way through our service. He could not have been more helpful and made our experience very positive. He is an asset to your organization.

Great customer service, friendly employees and nice lounge area with drinks and snacks for the littles. Great visit and short wait!

Professional and courteous staff. My pleasure working Alex and Nicole Excellent experience

First let me say, I miss John Castillo so much, I never had these problems while he was there. Now as for as my service Rep Blanca. She was very nice and customer friendly. I don’t really know where everything went wrong. On my last service, I was advised of my need of a battery. On this trip in I wanted to place the battery. That was my reason for going in. Since I was there, I thought would have my tire sensor light checked it was on and had been on since Monday and today was Thursday with no leakage that I could tell, but the cap on the valve stem was off, which I know, will cause that light to on, “it happen to me before.” Well I got a call saying, they checked my tire, and it’s unrepairable. “ What”, I say, that is the same tire you fixed in May for a nail, there was no nail in my tire, my brother and I had checked, when we were looking to see, why that light was on. All my tires are relatively NEW. I got a nail in the thread not in the wall and a high quality tire Bridgestone can’t be repaired. The answer was no it need to be replaced and that will cost you 300 + dollars. I lost my composure,. I felt like someone was trying to cheat me. I have never felt that way at Lexus. Why didn’t they know or look to see if I had road hazard on those New tires before coming and saying the cost would have been mine. All my service is done at Carlsbad Lexus for the most part, unless am out of town and need a Lexus dealer. They could have just checked before coming to me with that upsetting message. Blanca was not the person that said I had to pay for the New tire.

Everything is well.

I have waited since last Friday to hear something from the service manager yet nothing has happened. I have a brand new UX (not yet 3 weeks) and already two issues with service that has made me completely regret purchasing a Lexus. I do plan on escalating this since the management has not responded to a lengthy description. The first issue was bubbles under the 3M protective seal. When the cargo mat came in, they advised they could install the mat and mud guards at the same time of fixing the air bubbles. I came in and when I picked the car up the next day, when I got home, they had installed the wrong cargo mat. I was told the car couldn’t be washed due to moisture in the air so I left with a wet car. I contacted my sales person. He asked me to bring it in and immediately saw they had ordered the wrong part. They ordered a new one and I had to bring the car in again. I was not told to set an appointment. When I came in, my service advisor, Kimberly, asked if I would like the car washed and I said yes. About 25 minutes later, she said the car was ready. She walked me to get the paperwork. My sales person negotiated a refill of my tank due to the number of trips I had to make. When I got to the car, it was not washed, only sprayed off and soaking wet. It still had the bird excrement on it. In the driver's area it still had the used plastic and paper and my brand new car smelled like a bottle of mens cologne. Lastly, the new cargo mat was scratched. I dried my car and left. My sales person advised that I should complete his survey and describe the issues in the comment area. I did that on Friday, and was told I would hear from someone by Monday. It is now Wednesday and I have not received one communication from anyone. I could have purchased any car I wanted. I looked and researched for an entire year and was on the fence about Audi or Lexus. In my mind, I so believed in Lexus service that it secured the deal for me. I had an ES years ago from this dealership and service was never less than exemplary. Now, I have no confidence in this dealership. I believe between the service advisor and service management, the issues should have been caught before I even saw the car. Suffice it to say, I am sleepless with disappointment over a decision to purchase from Lexus Carlsbad.

Bernardo is excellent to work with!

Tom was excellent!

I was. Completely satisfied with every detail of my service from beginning to end. I was especially pleased with the extras that were personal to me. Thank you for all you did for me. I would definitely recommend Lexus of Carlsbad if asked.

Thank you, Blanca, for looking into my warranty and saving me lots of money!

Bernardo was communicative and great to work with.

Bernardo Dewes was very welcoming, helpful and pleasant. He made me feel like a valued customer

We love Lexus Carlsbad

1st, I had an appt, then had to wait 45 min. to get called in. Then the serv rep, was busy setting up for a class/meeting on the computer so I was not getting her full attn. The next day I received a call from Alex, who left a message. I calked back and he had gone home. The next day I drove over to Lexus and my serv. Rep wasn't in. Neither was Alex.Bernardo sawing me wandering around and he finally helped me. When my car was finally ready 4 days later I came to get it and my serv rep was not in her office and the light was off. Again, Bernardo saw me wandering around, got my paperwork and told me to go to accounting. A very unorganized experience.

Ashley is perfect 10/10 ????????????

2015 RX350 with 110k mile and bad transmission.

Great service and attention to detail. I especially enjoy having a woman Service Advisor! Your kindness and help is very appreciated. Thank you so much. Carole

Kimberly was very helpful