Lexus Carlsbad Auto Repair Service

Tom was Great! Has excellent customer service skills. My car detail was excellent

Excellent and fast service. Great communication. Very happy with her help.

Lexus really let me down when my life and my husbands life was in real danger. Tom helped me as much as he possibly could. It was so unnecessary for us to sit in the 805freeway for over 2 hours in rush hour traffic. We feared for our lives. Thanks go out to Tom for taking control

Professional as always

Tom was very helpful and help me understand the whole process.

He was good.

Thomas Morrell was a great help with my vehicle, many thanks. Pat Somerville.

Upon arrival, we go into his office only for me to get bombarded with a questionnaire about when and where I got the vehicle from as if I couldn’t possibly be the owner.. He then proceeded to look up the vin and go into the history of the vehicle and said “oh they already replaced the tires, did the services at Lexus, good service history” “We’re you the owner for these services?” Then typed in my email, looks back at the check in sheet and says “oh, that matches your name.” I’m now feeling unwelcome by those comments. He says that they’ll be able to mount and balance my tires no problem, give them two hours. I proceed even with my apprehension. I leave to go get lunch, he calls me 10 minutes later and says. “We won’t be able to do your car. We can’t put those tires on because they’re aftermarket”. That’s false, these wheels are BRAND NEW in box OEM TOYOTA/LEXUS wheels that I purchased that day. I’ve had that exact same wheel and tire setup on ALL of my Lexus vehicles and there has never once been any issue there. I call back, leave a message and explain that they’re OEM and that I’ve ran that exact setup other times with no issue. In fact, the wheels in question are hubcentric.. He calls back and says “oh yeah, I looked and I see they’re OEM, we can do them, but it’ll cost you more.. That’s why I said we couldn’t do them”. Cost shouldn’t even be his concern at all, unless he’s the one paying for the service. If more work than he quoted me for needed to be done, he should’ve called, given me the new total, asked for my permission to proceed and went from there. I have never in history felt this way at ANY dealership. Not at Audi, not at BMW, not at Toyota, and not even at McLaren. This is completely unsatisfactory.

Tom s very experienced with automotive inconsistencies knowingly directs service tech notions to problems needing attention!! He s a very capable service writer !!

Thank you for the Great Service. First dealership I enjoy going to for service. Enjoy all the amenities.

My car was not serviced because I am having an unbelievably hard time getting the extended service contract transferred into my name from my daughter-in-law.

Excellent customer service

Thank you!

Kimberly Porter is very professional, personable and approachable. She is also knowledgeable and explains in a way one can understand. She does not make a client feel a “time crunch.” She’s a great female in a dominant male profession.

Lexus Carlsbad and my service person, Alex Garza are excellent. Always accommodating, we showed up an hour early and they took our car without delay. Finished routine service before it was supposed to be finished. Changed to Lexus Carlsbad because previous Lexus dealership service center was horrible.

Bernardo always has the customer’s needs at the forefront of our interaction. He helps with making choices about what is immediately needed and what can wait a bit longer in the extra services beside basic maintenance. I ask to work with him whenever I bring my car in for service.

She did a great job.

Thank you Alexander for your warm welcome and efficient handling of the paperwork. Your professionalism made the process smooth and pleasant!

Alex is very professional & friendly

Chris always does a great job. He is very professional,knowledgeable,and advises you of what needs to be done and why. Always on time and calls you on updates and when your car is finished. Highly recommend him for a service advisor. Great asset to the Lexus organization in Carlsbad. Thanks. Tom Ford