-
August 2024 by Ihab Hanna
Stay Away for the safety of your car. I took my car there for my first year maintenance. I had coverage for paint and fabric, and I requested to have some scratches removed and marked them with some tape, so they can easily figure them out. I left the car in very good condition. The service rep. (Lauren) took the car, and I was waiting for a call. No one called for four days, and when I called, Lauren informed me that the vehicle had a big nail in one tire (which didn't seem true) and they replaced the tire through warranty, but the scratches were not done as the claim was declined. The worst thing is that they left the vehicle with the tape on in the sun for these five days which has damaged the color of the vehicle. When I called the manager (Sam) he seemed lost, and couldn't even figure our what I was talking about. I called another service manager (Matt) and left a voice mail to call me back, but again no one bother to call. If they do not care about the quality of the service, they do not deserve your business. They do not care about anything except finding a way to rip you off. THIS IS NOT A GOOD PLACE TO SERVICE YOUR LEXUS.
-
August 2024 by Serge Brantman
Im Lexus owner for many years and know several Lexus locations. However Im using only Santa Monica locations although I have closer to my home location. Reason is very simple - great prompt service, very friendly people willing to go extra mile to satisfy customer.
-
April 2024 by Ed V
Sam, the Service Rep was outstanding!
-
March 2024 by Bryan Rodriguez
I brought my Lexus to this place for a Warranty concern this morning. I had a bad experience at first but the service manager Sam Mull and the Service Writer Sam Elmatarawy turned around my disappointment and made the process a flawless success. They go above and beyond for their customers. Definitely recommend this location.
-
January 2024 by Patrick McNeal
Today I took my Lexus into Lexus Santa Monica Serivce Center. It was a great experience. I purchased a vehicle three days prior and had an issue with some vibration at freeway speeds. They were very professional. They provided a loaner vehicle that only Had 440 miles on it. Veronica was awesome and very professional. She walked me aroung the loaner and showed me the new features.
-
January 2024 by F T
Incredible customer service, I was helped by Sam, who was very thorough, yet very fast in checking me in and making sure that he looked into what was covered and what was not under my profile and Car. He also mentioned something I was unaware of, that when you bring a car for service, they will offer you a free courtesy car, so you don't have to arrange a ride there and back to leave the car for the service.They close at 6 pm, and because of traffic I arrived to collect my car just around 6. Yet they were very kind and accommodating and checked me out really efficiently.The only thing I would say is with this being Lexus, I would've expected them to offer a complimentary car wash, even just the outside. And unfortunately that did not happen. Maybe in the future is something to consider?
-
January 2024 by Fernando Rodriguez
Bought a hybrid car in February 2023 from this dealer. At the test drive I heard a noise from the hybrid engine but was told it was normal. When it came to finance, I was told that to get a loan for this car I needed to purchase a bumper to bumper warranty for 3 years at a cost of $3k more or less. After 3 months of using the car, it went totally dead. I took the car to Toyota service, where they told me they needed to replace the battery and special filter, total cost of $800. I called the warranty service which they denied warranty arguing that was not covered. Guess what... The main component of a hybrid car is its battery. I called my sales person who then referred me to the financial manager, who told me they could not do anything for me.My attorney wrote letters, asking to refund the cost involved without any response .If you are buying here, be aware of their warranty offerings, that apparently means more commission for the dealer, but means burnt money for you as a consumer.I'm very disappointed about not having any support from this dealer.
-
December 2023 by Fer Rodriguez
Bought a hybrid car in February 2023 from this dealer. At the test drive I heard a noise from the hybrid engine but was told it was normal. When it came to finance, I was told that to get a loan for this car I needed to purchase a bumper to bumper warranty for 3 years at a cost of $3k more or less. After 3 months of using the car, it went totally dead. I took the car to Toyota service, where they told me they needed to replace the battery and special filter, total cost of $800. I called the warranty service which they denied warranty arguing that was not covered. Guess what... The main component of a hybrid car is its battery. I called my sales person who then referred me to the financial manager, who told me they could not do anything for me.
My attorney wrote letters, asking to refund the cost involved without any response .
If you are buying here, be aware of their warranty offerings, that apparently means more commission for the dealer, but means burnt money for you as a consumer.
I'm very disappointed about not having any support from this dealer.
-
December 2023 by Aliza Nikayin
Great customer service , they do take care of you and your car.
-
November 2023 by Ruby R.
My service person at the Lexus repair shop on 11th Street in Santa Monica is awesome and his name is Mario. He's always kind and accommodating and goes out of his way to make sure that you feel like a valued customer. So if you go to the repair shop or service shop there actual Mario. Awesome awesome
-
November 2023 by Phillip Grauss
Total ripoff...I went to Lexus SM Service because of an oil leakage I had noticed with my car. While I did agree to a $259 inspection fee that would go towards the cost of repair, in hindsight, that itself was a ripoff — these guys can easily identify the reason for an oil leakage so it really should have been about half of that or less. Then I got the proposed bill for my repair: $4,300...if I wasn't in grad school (ie no current income), and if the car was worth a lot more, maybe I would have considered, but they didn't offer me any alternative to this or any suggestions on what I should do. I decided to return to my longtime mechanic back in the Bay Area and he said they didn't even get the diagnosis right. We were able to fix the issue for about $250, or a 95% discount... These guys are the epitome of a car service repair shop trying to take advantage of you.
-
November 2023 by Lloyd S.
Came in for some tire and air pressure problems, and Mario took care of us very kindly and efficiently. Excellent customer service by Mario! Highly recommend!
-
November 2023 by Malibu B.
Purchased my first Lexus a couple years ago. Paid thousands of dollars for an extended warranty. I've had ongoing numerous issues with the navigation system. The dealership and manager makes a lot of excuses about why they cannot fix her ongoing problem blaming it on outside issues that have nothing to do with the fact that Lexus has navigation issues. Good luck trying to get a hold of the general manager. Centrally located easy to get to great coffee, nightmare, trying to get something resolved.
-
October 2023 by Brandon
DO NOT GO HERE Complete rip off, took my car here for a inspection for $260, they said adding thicker oil might help and said I needed a USED MOTOR WHICH WAS $10,000+ as well as trying to upsell me on other irrelevant issues. THE NEXT DAY IT BROKE DOWN they didn't warn me . I got a tow truck and the driver gave me more useful advice than these morons . He laughed when I told him that they said that the issue was my motor and recommended that I get my alternator check and get thicker oil and even gave me a possible quote of 1 thousand dollars. DO NOT GO HERE THESE PEOPLE DO NOT CARE ABOUT YOU THEY ONLY WANT YOUR MONEY.
-
October 2023 by Kevin Myers
DO NOT GO HERE. THEY WILL KEEP YOUR CAR 5 TIMES LONGER THAN ESTIMATED, DAMAGE YOUR VEHICLE, AND REFUSE TO FIX IT.I scheduled service with Eli's in April, waited until my appointment on August 16th, as they needed 4 months to order parts for a 10 day repair. On August 14th, I was told I had to drop off my car that day or I would miss my August 16th appointment. I immediately left work and drove my car to drop it off. This was a simple scratched bumper repair so not urgent, but I didn't want to wait months for another appointment.Two weeks after dropping the car off and paying for a rental, I reached out to Eli's to get my car back. Instead, I find out they needed to order parts and would keep my car another two weeks.I continued to reach out repeatedly, as $35/day for a rental was adding up. Emails would go unanswered for days. Connie, the manager, would average 2+ days to provide any update on my 10 day repair.Finally, after 54 days and $2300 in rental costs, I was offered my car back only to find the second I drove it off the lot that the alignment was so messed up that the car was unable to be driven. I pulled right back in and explained the issue. Eli's put me into a rental, kept my car another 4 days, only to tell me they were not responsible, refused to fix my car, and that I had to return the rental immediately.Connie and Eli's stated they are not responsible for any damage to the vehicle because how could they know what it was like when I brought it in. I drove the car to the lot, and now it is unable to be driven, which Connie acknowledged, but still refused any responsibility for the damage Eli's caused while they had the car for 54 days.AGAIN, NEVER BRING YOUR CAR HERE. ZERO STARS!!!
