Lexus Carlsbad Auto Repair Service

Nice guy, very polite.

As a comparatively new Lexus owner, Ryan was very helpful to me. He walked me through the process, and put me totally at ease. He was professional in every respect and a pleasure to deal with. He represents Lexus Carlsbad in the possible way.

Very professional and curtious

Chris was super sharp and a delight to work with. (This coming from a proper motorhead that usually refuses to go to dealerships)

Chris is always willing to answer my questions and concerns. He also has good knowledge about Lexus vehicles

Excellent service.cares about the customer

My wife and I both brought our cars in for oil changes for 10am appointments. I informed our service advisor that I needed the can back by 1:00 We didn’t seem like a problem given it was just a basic oil change. We didn’t hear back from our advisor and returned back to the dealership at 1:30. Upon returning, we went to the cashier to pay for our service assuming both the cars were completed. We were then informed they needed At least an additional one hour to complete the oil change. Not being naïve to a car repair. I realize that met the cars were never touched during the three hours. They were there. Our advisor met us in the waiting area and said I hope this won’t be a problem, which was surprising to me given I informed her that morning that I needed the car back by 1 PM because I had a meeting. So I replied that will be a problem given I explained to you 3 1/2 hours earlier the reason why. Which time she explains that we need to understand that there were people before us. I have never had anybody in the customer service field ever say to me I need to understand. Requesting a car back 3 to 3 1/2 hours later after a basic oil change is not unreasonable. I think she handled it incredibly unprofessional , and not keeping with Lexus Brand. We have just relocated here from Florida with multiple Lexus in our family. I’m sorry to say I cannot see It making sense for us to utilize your dealership for either services are purchasing of new Lexus vehicles going forward . I If she had handled this more professionally, I’m not sure I would’ve taken such offense to the incident. I’ve never seen somebody in a professional manner roll their eyes or act much like one of my daughters during their teen years. If we were the only ones to provide this type of feedback to this particular service advisor, I would be surprised, i’m not somebody that typically leaves negative feedback and the situation could’ve been de-escalated very simply by her. I even provided feedback to her that telling a customer that they need to understand and that other people were in front of us was insulting to try to convince us that waiting 3 1/2 to 4 1/2 hours for an oil change should be completed is customary. Thanks Gary I utilized voice to text for the feedback so please excuse any typos

Job well done.

This was a horrible experience at Lexus of Carlsbad. We took 2 of our Lexus cars in for oil changes at our assigned appointment time 10a. We decided not to wait and took a loaner car, since our cars wouldn’t be done until 1pm. We arrived back to Lexus to pick up our cars and were told they needed 2 more hours because neither car was done or even started! We were very upset that our advisor Rachel didn’t call us and inform of the delay. Once Rachel came out to talk to us we informed her that this was unacceptable. However, Rachel handled the situation so poorly! Especially after she told us “you need to understand there are customers ahead of you”. Needless to say this experience has left a bad taste in our mouths and will be taking our cars elsewhere.

Thank you Alex.

Kim Porter was very courteous, efficient and timely in arranging service for my Lexus.

Chris is a true professional. Excellent customer service

It took 2 days to get my oil changed, but they did an amazing job cleaning my car!!

Kim Porter is the best.

Give him a raise

Chris is the bomb!

Kim Porter is the best! I trust her 100% with my car. She is thorough, professional and very kind.

Out standing customer service.

Thank you for your service.

Bernardo did a great job ensuring that my car was taken care of and explaining what needed to be done and the issues that came up. As usual, everything was simple and easily taken care of. Thanks!