Lexus Carlsbad Auto Repair Service

Job well done

My car was dropped off 11:30 am 2/19 for a 55k service plus an alignment. I emphasized to Chris I would need the car back 2/20 as my husband was driving to Las Vegas early 2/21. On 2/20 at 12 noon I called the service department as I hadn’t heard any status. I asked to get an estimate of time. The woman on the phone said Alex would call me back. At 3:00, since I hadn’t received a call, I phoned again and said I would start driving there and would wait for my LX 570 if still not done. Evidently, the technician didn’t even receive my car to begin the work until after I phoned at 3:00pm a good 28 hours after I dropped it off. I was able to wait for the service and left the dealer 5ish… The clear lack of communication is frustrating. Why would it take so long for a simple service? Because my “advisor” Chris was off that day there was a lack of communication? Ridiculous. If I had not called at 3pm I guarantee the car would not have been completed. Additionally, The people taking the calls to schedule service who are at the call centers are worthless. They can never give me any clue on what service I need when my car signals maintenance is required. Thus I don’t know if I can wait for a quick service or need a loaner car. Also, Before I arrived on 2/19 I got a call that morning saying a loaner would not likely be available. I scrambled to make last minute arrangements- which was stressful. Then a loaner was available after all. The service department’s saving grace is Kim Porter!! I have dealt with her in the past and she is always organized, knowledgeable and courteous. She went out of her way when rats chewed through our wiring to get us an appointment. She is a true gem and the reason I will be loyal to Lexus Carlsbad. As I was checking out several folks were lamenting that the service at Lexus Carlsbad, which was once beyond stellar, is suffering. Please make the organizational changes necessary to provide your clients with the excellent service they have come to expect from your dealership.

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Good service department . Julian explained the car very well. Thank you

Appreciated the wonderful customer service.

Very attentive and reachable

Always a pleasure to work with Bernardo when I’m having my Lexus vehicles serviced at Lexus Carlsbad…

Tom was great. He explained everything well, was very personable, and represented the dealership well. I would definitely recommend him as a trusted advisor.

The customer service at Lexus Carlsbad is top notch!! I’m always so impressed and appreciative!

Happy with Ryan's friendly,fast and complete service . He keeps me updated with the status of my vehicle via text messages. Thank you Lexus Carlsbad and Mr Ryan for maintaining a great service!

Excellent

Ryan was outstanding! Very knowledgeable, professional and friendly!!

Lexus Carlsbad provides excellent customer service via happy staff - it is a main reason we remain customers.

Did a horrible job cleaning my car… scratched my screen up immensely and o only have Lexus clean it. Asked for help with my sports car… scratched that & then left me completely hanging. Not satisfied at all with my service.

Awesome service

Fine, I will communicate that I was very pleased by the service and the warm, and precise attention . I am always pleased by Lexus Carlsbad. Thank you for your pleasant and thorough attention. Donald M

Great service by Thomas!

Ryan is the best advisor that I have had for Lexus since 2006 with 2 different vehicles. He is detailed and has the customers needs in his mind when making recommendations.

Great and quick service

Kim was amazing. She communicated everything from start to finish which was perfect as it was my first visit time bringing my car that I just got a couple months ago. I couldn’t have been happier with the excellent customer service with everyone that met. Thank you!