Lexus Carlsbad Auto Repair Service

Very efficient and friendly team!

I feel completely confident in any recommendations made by Bernardo. He is always professional and understands that I am always in a hurry to get in and out. So, he listens to my concerns, or the reason I came in, repeats it back to me, makes the proper notes (I’m assuming because i never have issues. And gets it done. When he says my car is done, it’s done. It’s tough to explain customer service to those who have never experienced it. Today, I feel customer service is a disappearing art. But, Bernardo is keeping it alive and well in his office! It’s the small things that might seem trivial to some, but I really appreciate. Such as he always stands up to greet me (by name) with a firm handshake. Then waits for me to sit down before he sits. In moments waiting for the computer to load, or while typing his notes, he remembers personal details that we spoke about months ago. Such as my daughter’s name and inquires after her health and well-being. It’s not just the question. He waits and wants to know how my family is doing. When business concludes, he runs through everything quickly, ensures that I understand what is going to be done, makes sure to remind me when my next service is due, provides advice about general preventive maintenance, and if all my questions are answered, he then stands up again and walks me to the door and bids me farewell with another firm handshake and a genuine smile. It is always a pleasure to receive such customer service/respect/attention/etc. Especially when it is so rare, and because a lot of people judge and underestimate who I am/what I do because of how I dress when I show up in my 2013 Lexus sedan. Additionally, I sometimes have dirty hands from working on one thing or another with my associates. Some days I’m sure I appear to even be a blue collar worker. A lot of people treat me as such. I have become accustomed to being treated that way. One example of what I mean by my previous statement of “That way” = I show up and am calm and wait patiently for my appointment time. People may check me in. But, they rarely make eye contact or speak with me, or acknowledge me after the check in is completed. However, if someone wearing an expensive watch and designer suit, shoes, etc. with a bad attitude comes in, they cater to that person and my time to wait gets pushed further back. I watch as these employees fall over themselves to try to please an arrogant, likely not nearly as well off as he portrays, person. The difference is that they see that person as more valuable because they see he has those nice things. It’s a socially accepted construct. It’s frustrating sometimes. But, I’ve come to accept that because I don’t wear my wealth and I don’t get loud and rude for no apparent reason that people will generally ignore me. It’s actually a nice thing to be able to blend in where people don’t know me. Bernardo has never treated me like anything except for a highly valued client. He has never inquired about my wealth or status. He speaks to me with respect regardless of how I am dressed, or if I have work boots on and dirty hands. To me, I feel that Bernardo doesn’t care about my wealth. He cares about providing me with quality customer service and it is always a pleasure to have my vehicle serviced at Lexus of Carlsbad. Thank you, Sir. I appreciate what you do.

The service advisor Kim was nice and informative , picked up vehicle today it was not washed . Ashley the service manager is great, but was not happy that whatever i requested to be completed , they could not do. i will call my claims adjuster to see what went on . but can say the two employees do accommodate and help the customer .

I’m happy that I wasn’t high pressured to have things done.

Everything was great ! ??????

Chris was very helpful. He did an excellent job keeping me informed.

fast, friendly, pleasant, thank you so much

Bernardo does an excellent job at customer service and makes it easy for me to do business with your company

Thanks guys!! You guys always exceed my expectations!

Outstanding service!

I was very pleased with the service and intend to contact you the next time one of my Lexus' need attention.

Kimberly was very helpful.

Tom was very helpful and kept informed on my car. I highly recommend him.

Kimberly dod a great job. I like women helping women. In the past I had male service providers that were rude & one seemed to dislike women, even wouldn't look me in the eye but my friend's son, that went with me, he addressed him instead of me, the owner of the Lexus 400 hybrid, 2007, with now 84,400 miles! I sometimes feel like "renting a husband" to come in with me. Thank goodness there are now women service providers! Thank you ; keep hiring women!

She is very kind and nice. Job done on time.

Great experience and commutation by Tom! He let me know what was going on every step of the way.

Everything was handled quickly and well thank you

My phones does not connect anymore to the car. I cannot activate the projector function. I ask Kim about it and she assured me that I will have my answer when I leave with the car. I asked the guys and they brought someone from sales but he couldn’t solve it.. I will call tomorrow to resolve it. Otherwise everything else is good. Thank. Btw both phones iPhone and android were working perfect when we got the car. Very short time after that we were not able to make that connection… Thanks

Kimberly was the best—lovely

Tom was courteous and friendly. He listened to what I had to say and kept me informed on timeline of how long the car would take to be serviced