Dealer 2-Year Rating

Overall Rating

4.5 / 5
Customer Service
4.6  
Friendliness
4.7  
Overall Experience
4.5  
Price
4.5  
Quality of Work
4.6  
Service
4.8  

Dealer Reviews

Show:  

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Quality of Work

EXTREMELY DISAPPOINTING & FRUSTRATING EXPERIENCE

By Mary P. on 6/21/2017 at 6:48 PM. Helped by John Green; Youssef Al-Moussawi.

Having been a loyal customer of this dealership for over 10 years, I know what a 5-Star experience should feel like here. I have leased FOUR vehicles here. During my most recent experience, they fell short of ALL of my expectations. My last encounter in August 2016 was the worst by far. UNPROFESSIONAL SALES - One of the sales people was too lazy to check the stock on the rooftop for a specific model I was looking for and asked me to come back the next day. - One of the sales people tried to undercut the first person that I was working with and who had done most of the leg work; I had two sales people calling me from the same dealership at the same time. - I overheard one of the Sales Managers speaking to my sales person in a very rude and condescending manner when she was trying to speak to him about a new deal for me. DISORGANIZED FINANCE TEAM - Lexus Financial contacted me to tell me that the dealership had not submitted the necessary odometer disclosure statement nearly 3 months after I returned my old vehicle. - They failed to submit the necessary paperwork to the DMV to transfer my old vehicle back to them. I learned of this 10 months after signing my new lease and only because I received a parking violation in my name for the old vehicle that I turned back in to them. I will say that the Internet Sales Director, who apparently is no longer working here, did contact me promptly after my first complaint and worked out a great deal for me. However, after I took my new vehicle home and received notification from Lexus Financial regarding items that had not been taken care of at the dealership, I attempted to contact the General Manager and I didn't hear a single word back in response. I was willing to just forget about everything and sweep it under the rug, leaving the headache behind me because I really do love my car but 10 months later, I am attempting to contact them again to try to resolve the fact that they never transferred ownership with the DMV and that someone is driving around in a vehicle that is not under my ownership but that is still registered under my name racking up a $275 parking violation. WTH?!?

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Top Shelf Customer Service!

By imjdajr on 5/22/2017 at 5:36 PM.

Josephine and Damon are an excellent combo! My experience with Tustin Lexus started when I spoke with Josephine on the phone on a Thursday afternoon re a certified 2013 IS350C. I was in Arizona but was planning on driving over for the car. Josephine was great on the phone, excited for me and about the car. I was not able to arrive at the dealer until Sunday to complete the purchase, but when I got there the car was out front and ready to go. Josephine guided me thru the sales process smoothly and efficiently, knowing that I would be driving back to Arizona that afternoon she was very considerate of the overall time the process would take. My experience remained excellent when I moved into the Finance office. Damon was fantastic and professional. He took the time to explain the all the benefits of the offers available to me when buying a Lexus Certified automobile. The time in the finance office can be stressful, but Damon kept it fun and relaxing. I have purchased many cars over the the years and interacted with many Finance Managers, and Damon is at the top of the the list.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Paul Kim Under promised and over delivered

By Acupunctureworks on 5/1/2017 at 8:55 PM. Helped by Paul Kim.

Service Advisor Paul Kim is polite, courteous and conscientious. Our service needs were complicated involving different specialities within the service department and an outside insurance vender. After placing us in a courtesy car Paul went to work on the administrative detail that saved us a great deal of expense. This is a additional comfort while knowing qualified technicians are performing factory level service.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great experience at Tustin Lexus!!!

By Kxstylex80 on 4/25/2017 at 8:38 PM.

George Chen was so courteous and kind. He addressed every concern I had regarding my vehicle and he even got me a great loaner vehicle to drive! All I can say is George really made my experience at Tustin Lexus a pleasant one and I would highly recommend George Chen. Thanks George and see you again soon!

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Service Excellence

By 1bad007 on 4/25/2017 at 7:53 PM.

Because they deserved it. They put in the time and effort to make sure they provide excellent service to the customer's satisfaction. A job well done.

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Always fantastic service !

By Whyascreenname on 4/25/2017 at 1:22 PM.

Derek Kincebach always does an excellent job keeping our cars in top condition. He knows the vehicles and makes sure the required maintenance is done when needed.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent service & expert advice !

By Bill & lynne on 4/12/2017 at 7:50 AM.

We have always received excellent service . Rick has always been helpful when we had any questions. We have been using Tustin Lexus since 1996 .We have always been happy with the service & the helpful, friendly people who work there.

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Overall great service

By Satisfied on 4/15/2017 at 3:45 PM.

Most service advisors I've had contact with are great. They are up front and no pressure over the last 12 years. Rick is the best!

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

5 star sales and service!

By Kchawav on 4/14/2017 at 9:48 PM.

Fabulous sales and service. Highly recommend this dealer for all your Lexus needs! Accommodating and friendly. I will certainly go back for all my future Lexus needs of any kind.

I would recommend this dealer.

Overall Rating

4.4  

5   Customer Service
5   Friendliness
4   Overall Experience
4   Price
4   Quality of Work

good and prompt service

By steveb on 4/12/2017 at 2:18 AM.

When i bring my car in for service, i have been dealing with Derek Kincebach for the past three to four years. He is a nice young man and does his best in recommending the proper service needs.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Integrity Sums Up Tustin Lexus

By Josh12 on 4/13/2017 at 7:01 PM. Helped by Paul Kim.

Took my 07 Lexus IS250 for Takada airbag recall replacement, the dashboard was a bit tacky/damaged cause stiff after 10yrs so with removal flaked a bit around edges. They took it back and repaired under recall warranty providing a loaner. End result excellent work, i maintain in high quality my vehicle and the dash now is like before looks new. Thanks Tustin Lexus!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Car Purchase

By jd on 4/12/2017 at 4:09 PM.

Peter Chan was great. He is the consummate professional and extremely helpful. His knowledge of the business and demeanor are qualities we look for when dealing with purchasing/leasing our vehicles.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Radio repair.

By John McClain on 4/12/2017 at 2:40 PM.

Al Phillips in the service department was super helpful. The part arrived within 2 days and was completed promptly and without any issues. Highly recommend Al from service for attentive and professional customer service!

I would recommend this dealer.

Overall Rating

4.8  

5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Excellent

By Third grade teacher on 4/12/2017 at 7:18 AM.

Derek has always taken great care of me and my Lexus RX! I appreciate the excellent service! The door locks were faulty and they were replaced with no problem. Derek has also kept me informed on when I'll need brakes and tires. I appreciate the update so I can plan for the added expense.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

tustin Lexus IS the best

By Alfalfalf on 4/12/2017 at 3:28 AM.

I've owned 2 Lexus cars and my family has had a few as well. I've owned other makes and models but Lexus IS the best. Not only was buying made easy here but it goes further. THE SERVICE. Too many times other dealerships ruin their reputations by ending their relationships after the salesman sells you the car. It's like they stop caring about you the minute you drive off the lot. At Tustin Lexus I've had great experiences buying my cars and even better experiences servicing them. It's like their always willing to help. Iman Azimi has been my goto service representative for years . If you ever buy a Lexus, take it to Tustin Lexus and ask for IMAN...! I recommend this dealer.! Al

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent Service

By Corey on 4/12/2017 at 1:31 AM.

George Chen provides excellent service, backed by Tustin' s excellent service manager and staff. I trust no other Lexus dealership in the are like I trust this one!

I would recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

Really poor experience with lexus of tustin/Newport Beach

By One lexus lover on 3/28/2017 at 12:07 AM. Helped by Would rather not say...think the integrity comes from the top down!.

We were planning on buying a newer used Lexus....we were cash buyers. We choose a vehicle..it was at the Newport location...our agent drove it up to Tustin...we loved it, agreed on a price, shook hands and asked if they wanted a credit card deposit or check and we would return the following day to pay and pick up the car. Our salesman began the paperwork and we left for an appointment we needed to go to. The following am...our salesman called and said the owners son had sold the car!.. They had another with more miles and one similar but 2,000$ more. We asked if they would negotiate...which we felt fair but the answer was no. On our way back home we bought a car...same price lower miles at DCH Lexus of Oxnard....our experience with them was wonderful! But not so with Tustin/Newport!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Very Professional service from George Chen

By Pragueboy on 3/7/2017 at 3:09 AM.

I went in without an appointment for my First service maintenance-5k-10K service on 2/24/2017. Mr G. Chen is very professional, friendly and gave me great service. Thank you very much.

I would recommend this dealer.

Overall Rating

4.0  

4   Customer Service
5   Friendliness
4   Overall Experience
3   Price
4   Quality of Work

Good Service

By Norseman on 12/13/2016 at 6:26 PM.

Iman has always been polite and prompt with me when I have brought my car in for servicing. He is a good person to work with.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Helpful & prompt!

By Johnny7 on 11/6/2016 at 3:04 PM.

Rex Urasaki is extremely friendly and he makes customer comfortable working with him. He provided prompt customer service and also would provide answers and detailed information to any question customers may have! It was a pleasure working with Rex and I would highly recommend him to anyone buying a Lexus!

I would recommend this dealer.