Fox Lexus of El Paso Auto Repair Service

Excellent customer service. Would highly recommend Ivan Duran for exceptional award if available. The best service I have received

Excelente trabajo muchas gracias

Prompt & complete service. Communication was the best. All questions and concerns were addressed. I look forward to Arturo assisting me at my next service.

Arturo has has an amazing customer service.... I also look for him

Excellent

Dear Paige Fox, I am writing to complain about the poor service that I have received from your business at Lexus Maintenance. Especially the service that I have received from Claudia. I brought the LX600 for the 10K maintenance before 7:45 AM on October 7, 2024, we were the third vehicle. We were provided with a vehicle and were told our vehicle should be ready by 11:00 AM or 12:00 PM. It was passed 12;00 PM and no phone call. My husband called and Claudia seemed bothered by the phone call and was told that they have fallen behind and will call us when the vehicle is ready. Not even two minutes after the phone call I get a notification from the Lexus app the door was opened. My vehicle sat there for hours and nothing was done. We left back to Lexus and decided we would wait for our vehicle. When we arrived, 35 minutes after the phone call and long and behold the LX600 is ready! What a coincidence. We could have stayed and waited for our vehicle to be serviced if it only took less than 40 minutes for the 10K maintenance service. We were told that Claudia was at a meeting and could not talk to us. In addition, the construction workers released water mixed with cement in the parking lot as we were getting ready to leave, they could have waited until we left. We had to drive out in reverse to avoid the gush of water mixed with cement. Furthermore, when I drove the vehicle in the garage, I let it run and the vehicle does not sound smooth anymore. While the attitude and behavior of one staff member may not reflect on behalf of Lexus, I pray she attends customer service training. Thank you in advance regarding this matter and I hope that there will be improvements regarding your service soon. Sincerely, M. Virginia Hertel, Ph.D.

Thank you Claudia ! You we’re awesome

My car was hit getting an oil change.

Ivan and Mike Guillen took care of the problem quickly.

Ivan customer service was A+ as was everyone one else who I met there. I am so thankful I own a Lexus

It was my first time taking my car to the Lexus dealership, I was expecting to have a Lexus service experience not a subpar unsatisfactory experience. This is completely disappointing and unacceptable. The service team should be held to a higher standard of service, including but not limited to: A warm welcoming or acknowledgment as soon as checking in. An active approach on dealing with the issues of the appointment. Communication should improve between customer and service member. A faster turn around on oil change, tire rotation and sensor inspection should not be taking more than 8 hours. Being able to follow up when issue were not fixed or rescheduling to fix the problem at the most. No shuttle was offered for leaving my vehicle. There service team showed no effort in getting my situation fixed. There was no sense of awesomeness by the service member and lack of attention to detail by giving me the wrong car at checkout. There was a lack of communication and response for striving to keep the customer happy according to Lexus customer service standards. I feel very disappointed and let down with the service. *My camera and sensor issues were not resolved

The job was ???? ok. I will may better arrangements next time.

Thank you for your prompt and excellent service.

Everyone was friendly and great. Good job!

The service provided by Lexus and Claudia Gomez was timely and efficient. I like the kindness of the team. I would have liked to have the availability to return home with a rental car for myself as I have done for all these 10 or more years that I have been with Lexus and I did not feel comfortable with the other service they gave me. I have no complaints about the service staff because they have always been kind and fast.

Art Gonzales, my service advisor was extremely helpful and information. I was not completely satisfied because of the wait. I made my appointment online and the day before I was called and since I was at work i couldn’t answer. A voicemail was left saying my 8:45 was not available. I then received an appointment confirmation saying my appointment was at 8:15. I assumed it had been changed since I didn’t answer and because I was off I did not think it was a big deal to arrive early however my advisor was not notified of the change. For the service I went in for I think that a three hour wait time was excessive.

Excellent customer service!

Arturo is very patient and courteous all the time.