Lexus Carlsbad Auto Repair Service

Excellent service. 5 out of 5 stars. Thank you !!!!

Dropped off car on 1/17/24 with Chris who told me Ryan would be following up and updating me on car. I never received any updates. Called on 1/20/24 3 times to try to get an update. Was told Ryan out and Alex would be helping me. 1st call left voicemail for Alex at 9:30. No call received. I called again 10:30. Nice lady who took my call walked over to Alex and was told he was with a client and would call me after. He never called. I called again 12:30 and nice lady once again walked over to Alex to ask him to call me. He called me and told me car was being worked on but technician was out and he would update me on 1/22/24. He never did. I called again on 1/23/24 at 12:30 for an update from Ryan and was told he was at lunch and he would call me once back. Never received a call. I called again at 2:50 and finally reached Ryan who told me front bumper issue was due to damage to my car that technician could see on the driver's side and they had photos from previous service showing the damaged bumper. At the prior service on 12/18/23 for front parking sensor falling off, Ryan told me that technician had to thoroughly inspected my bumper to determine if there was any external damage that could have caused sensor to fall off or if it was manufacturing defect and under warranty. He also said front bumper needed to be taken off to evaluate clips and cables inside to ensure there was no defects inside. Kept car for 3 days since this involved extensive work and evaluation. Conclusion by technician was there was no external damage to my bumper that would have caused parking sensor to fall out and it was manufacturing defect with failed adhesive and would be covered under warranty. When I picked up my car 1/23/24 Ryan tells me that technician never inspected front bumper at all 12/18/13 and he only looked exactly at parking sensor and nothing else. The visits on 12/18/23 and 1/23/24 are in stark contrast to another. Ryan now tells me the technician has found damage to my front driver's side bumper that caused gap under headlight and I need to take it to body shop to have it repaired. I viewed photos of my car with Ryan and explained to him this is vastly different from what he told me on 12/18/23 visit that the technician thoroughly inspected my front bumper to look for any damage that would have caused parking sensor to fall out at which time I would be liable for covering the cost to have it replaced. I told Ryan that there was something amiss with attention to detail on both visits. Ryan responded with a shocking statement for Lexus and a Lexus employee. Ryan stated that he liked working with employees that had no attention to detail and that technicians can only look at the exact thing that he writes up. He boasted about not having any attention to detail himself and was very happy that the technician who worked on my car lacked any attention to detail. I am was truly shocked and dismayed. This goes against everything that Lexus stands for and why customers continue to buy Lexus and recommend their friends and family. It is attention to detail. Many times I have brought my car in and technician caught things and bring it to my attention. Ryan is telling me something completely different. He tells me technician is only allowed to look at the very exact thing that he writes up and ignores everything else about the car unless "a bumper is falling off and literally dragging on the ground" at which time a technician may say something but does not have to since it was not written up. I feel I have been lied to and duped by Ryan on one or both occasion. I have been a loyal Lexus customer for the past 15yrs and have purchased 7 vehicles in this time. Never ever have I been treated this way with absolutely no communication, lied to and duped. This is shocking behavior which is not in line with Lexus and Lexus customer service experience. What separates Lexus from BMW, Mercedes etc is the customer service. Unfortunately, I have experienced the worst customer service at a car dealership in my entire life. Please ensure this feedback gets to service manager so they know what their employees are doing behind their back and how they are representing Lexus as it's ambassadors. I will also be filing a formal complaint with BBB and Lexus in Plano, TX to let them know what kind of people service manager at this facility is hiring outright lying and deceiving loyal customers.

Kim is amazing! She is smart and super personable! She is a true asset to your team and I always enjoy working with her! Until next time, Briana

Kimberly did a great job. Thank you. Paul

Chris was attentive and accommodating with providing me info on my Lexus RX 350. I will continue to have my Lexus serviced with Chris.

Tom was awesome! Went above and beyond.

Lexus service has been great. The best in class of all the brands I’ve owned thus far. Reason enough for me to purchase another Lexus when the time is right. Kim Porter was outstanding. Very communicative and accommodating.

Kim Porter was awesome as usual! Called me an hour ahead of my car being ready which gave me time to get up there. Love that. Also was very happy with the loaner car selection. Enjoyed driving a brand new RX.

Very pleased with the service provided by Lexus. I like the prompt communication and follow through. I Always feel welcome and confident with the department.

Second time working with Tom. He’s been great both times. Thank you.

Quick, direct, and very professional

Bernardo's Dewes excellent communication and diligence in keeping me informed about my car's maintenance are truly commendable. Bernardo's commitment to customer satisfaction reflects the high standards of service at Carlsbad Lexus. In addition to his informative updates, Bernardo's stood out for his friendly demeanor. His approachable and personable attitude further enhanced the overall positive experience, making the maintenance process at Carlsbad Lexus even more enjoyable!

Thomas was very professional and provided excellent customer service for me. State of the car would be done in two hours and it was everything worked out great. Five star experience.

Thank you to the team for excellent service. Appreciate the communication from Bernardo. Gracias.

Tom is awesome! We live almost an hour away but he made it worth the drive.

Service was terrific.

Very satisfied

Thanks for your friendly service

Good customer service

Bernardo is great! He goes out of his way to be helpful and responsive. I trust him to advise me about my car.