Lexus El Cajon

I just had a feeling I was going to have a bad experience at this Lexus dealership. I did not buy a 99 cents big mac, I bought a 60k vehicle but this people at the service department DO NOT appreciate us. I scheduled service the very first one 5k which I pre-paid at the time of purchased. My appointment was at 9:30 I arrived on time and waited in the car for almost 30 minutes before I was greeted; you can tell right away that these people were very unorganized. Finally the rude female service advisor approached and asked for my name, she said I wasn't hers so she leaves and I got Alex. They told me ever since I scheduled the service, that it would take around 2 to 3 hours so I got a loaner. Let's say the car got checked in at 10 am, it was supposed to be ready around 1 pm, max 2 pm from what they promised. I called at 4 pm I asked for Alex and nowhere to be found, I asked if my vehicle was ready they put me on hold, the guy dealing with this on the phone turn out to be freaking rude when I started asking questions of why NOBODY had the courtesy to give us a call and keep us posted about the service, I had to call. Here is the bottom line, in order to deliver excellence to Lexus Customers you would need to have a Great General Manager and a Great Service Manager and therefore train everyone on Excellence. All of these people that I interacted with, have no idea of what Excellence is for a Luxury Brand. Everything was very marginal at this dealership and marginal is unacceptable. This month or next we are replacing the 2013 SUV that my Son drives, before this experience I was really thinking of coming back to this dealership and purchase brand new Lexus SUV, after this, not a chance. Because of this, I now will be driving all the way from Santee to Escondido to Service my car. Unbelievable!!! The cherry on the top, I wonder what in the world is going on inside the shop, can you believe that they change my Radio settings leaving a Spanish radio station and they did not even bother to set everything back the way it was, they also set a cell phone into my car system, they also left my driver seat completely different the I left it. I need to clarify that I am extremely happy with the car, I definitely regret purchasing it at Lexus of El Cajon, Sales people at the time of purchase were not very professional either, they behaved like if I was at a cheap used car dealership. Thus is not my first Rodeo, I have been driving Luxury cars for more than 45 years. People you need to demand EXCELLENCE! Thank you.

We saw a RX450hl advertised on Carfax and stoped by the dealership to see the car. We were greated by Valerie Guzman and she made us feel very comfortable. She has a very warm personality and showed a lot of interest in our needd and wants. She showed us the car and we decided to move forward with the purchase. She handeled the transactions with dignity and great understanding. We made the purchase and are very happy with the experience.

We saw a RX450hl advertised on Carfax and stoped by the dealership to see the car. We were greated by Valerie Guzman and she made us feel very comfortable. She has a very warm personality and showed a lot of interest in our needd and wants. She showed us the car and we decided to move forward with the purchase. She handeled the transactions with dignity and great understanding. We made the purchase and are very happy with the experience.

I have no idea where to being with my experience at Lexus El Cajon. I'm completely upset and now have to pay and fix an issue that it wasn't even the original reason why I brought it in but no one had the common courtesy to tell me that my car rear brakes had an issue even though they had the car going on 3 weeks and the car mechanic which I was told took it home to try and recreate the original issue but if he had it for the time he had and took it home then he would hear the rear brakes going out it's not a sound that you can ignore. Plus on top of that I had a loaner car that they didn't do a prior inspection on and was told it would be safe for my son and I. Well thank god I dropped my son off at his dads because driving home on a downward slope with no light indicator the car tire went out. No nails nothing just went out. Scary experience for me since on the downward slope on the fast lane cars driving passed me with an unplanned tire going out I was able to get to a gas station in an area I wasn't familiar with and than having to wait for a tow truck for 3 hours . Then when I return the car I get told well things happen and treated like I'm crazy with no empathy. The car mechanic that helped me treated me like I had no idea what I was talking about since he has been working on cars for 20 years and I'm a woman and have no idea what I was talking about I just agreed to be done with the conversation because I know I wasn't going to be heard. Lexus of EL Cajon has made me look like a crazy person for the situations that I was faced because they weren't in it and now paying for something that could've been addressed but making me aware of it prior or that wasn't even an issue with the car when I took it in.

I have no idea where to being with my experience at Lexus El Cajon. I'm completely upset and now have to pay and fix an issue that it wasn't even the original reason why I brought it in but no one had the common courtesy to tell me that my car rear brakes had an issue even though they had the car going on 3 weeks and the car mechanic which I was told took it home to try and recreate the original issue but if he had it for the time he had and took it home then he would hear the rear brakes going out it's not a sound that you can ignore. Plus on top of that I had a loaner car that they didn't do a prior inspection on and was told it would be safe for my son and I. Well thank god I dropped my son off at his dads because driving home on a downward slope with no light indicator the car tire went out. No nails nothing just went out. Scary experience for me since on the downward slope on the fast lane cars driving passed me with an unplanned tire going out I was able to get to a gas station in an area I wasn't familiar with and than having to wait for a tow truck for 3 hours . Then when I return the car I get told well things happen and treated like I'm crazy with no empathy. The car mechanic that helped me treated me like I had no idea what I was talking about since he has been working on cars for 20 years and I'm a woman and have no idea what I was talking about I just agreed to be done with the conversation because I know I wasn't going to be heard. Lexus of EL Cajon has made me look like a crazy person for the situations that I was faced because they weren't in it and now paying for something that could've been addressed but making me aware of it prior or that wasn't even an issue with the car when I took it in.

We have purchased 6 Lexus from this dealership but after yesterday we will never purchase another Lexus from them. I will be driving all the way to Lexus Escondido instead. Their customer service (Patty) is awful and apparently purchasing an older Lexus for your 17 year old pre-law student isn’t going to get you any help. We were continuously told her little CT200 is old. The parts department and sales guy. I guess assumed those were our only Lexus we owned. My daughter asked so do they need to know we also have 4 other Lexus that are newer to get some help.

My parents and I were there today to order one LS500H and two NX350H all 2025 models. We even disclosed that it has been a long journey for us to arrive to this day, and that we decided to place an order with this dealership because our family has been buying cars with them in the past. The sales agent did not care to help us at all, she was so focused in pushing her cars in inventory, she told us that we would need to wait 2 to 3 years!! Buyers beware, they won't try to help you, they will want to sell what they want not what you want. Please know that we ended up going to Lexus Kerney mesa and we have ordered our three cars!! Marty was our salesperson at kerney mesa and he was very professional and courteous!!

Went to check a trade in vehicle and upon arrival David helped me through the purchase/ trade in process and we were able to make a quick deal that was easy, transparent and straightforward. I got a great offer on my current vehicle and made a very fair deal for my new vehicle. Will absolutely be back once it's time to purchase a new car again. Overall awesome team and great purchasing experience!

Francisco Dimas Sales Associate was very helpful for us in helping to choosing the right Lexus he explaining every detail in the car that we like (Lexus RX350) so definitely my Wife and myself Make the right decision in buying it, do to his Great experience we do recommend him. ask for him he will give you a good deal

Customer experience was an 8/10 salespeople were courteous, and when I spoke with the sales manager, he was curious as well. Dealership was clean and tidy.