Lexus of Southwest Houston

Great experience! The dealer made the car-buying process smooth, transparent, and stress-free—highly recommend!

Took the vehicle in for oil change and regular service recommended for the mileage. Very efficient and courteous service provided by my advisor Kellly. Car was ready as promised.

I visited the dealership on Dec 15, 2025 with their special offer for oil change of $49.95 on my Lexus ES 350 ( up to 6 quart oil ). However, after 2 and half hour from my appointment time, the Service Advisor, KEVIN BAYER handed me a bill of about $80. When I asked him to explain me a little more about the charges, he started yelling at me and asked me what I wanted to pay several times loudly and other custom was shocked by his behavior. During this process, he walked away and left me unattendtioned two times. He has NO honor, NO professionalism and NO respects to their customers. His behavior towards his costomes working as Service Adviser is absolutely NO acceptable. It was the worst experience I ever have had in a dealership service line. Thanks to his manager's stepping up. Please avoid Kevin Bayer if any of you do not want to have the same experience as I had when you visit the dealership. And I hope the dealership management will take action upon this kind of unprofessionalism, it hurts the busses in a long run.

Very clean, great service great people. My service advisor was very helpful and responsive. I will continue to use the dealership.

My service advisor Matthew Torres is always eager to help and explain what I need in details. He is pleasant , great person to have as my advisor. I am a customer since 1998. I will continue to bring my cars to the dealership and look forward to have Matthew as my advisor. Great job Matt.

This was my first service experience with Lexus, and unfortunately I was extremely disappointed. My service advisor, Jon, was very unprofessional and rude. I was waiting for over two hours and felt thirsty. I was unaware that room-temperature water was available, as water is usually kept in a refrigerator. I politely asked Jon if he could bring my water bottle and also check my brakes, which were making a strange noise. His response was shocking—he replied in ALL CAPS, which felt like he was yelling at me. He said he would bring my water bottle but never did. Eventually, I got up myself and found that Lexus thankfully provides room-temperature water. When my car was ready, I received a text. I replied with a question, but he did not respond for a long time. When he finally did, he simply said, “Come to the service desk and take your keys.” There was no explanation, no update on the issue with my vehicle, and no courtesy of reviewing what was checked or fixed—something I have always experienced at other service centers. To make matters worse, he then asked me, “Why are you here?” which was very confusing and unprofessional. Only after that did he mention that my rental was approved—information that should have been clearly communicated earlier. This level of service was completely unexpected from Lexus. I was very taken aback and disappointed, especially for a first-time customer.

This was my first service experience with Lexus, and unfortunately I was extremely disappointed. My service advisor, Jon, was very unprofessional and rude. I was waiting for over two hours and felt thirsty. I was unaware that room-temperature water was available, as water is usually kept in a refrigerator. I politely asked Jon if he could bring my water bottle and also check my brakes, which were making a strange noise. His response was shocking?he replied in ALL CAPS, which felt like he was yelling at me. He said he would bring my water bottle but never did. Eventually, I got up myself and found that Lexus thankfully provides room-temperature water. When my car was ready, I received a text. I replied with a question, but he did not respond for a long time. When he finally did, he simply said, ?Come to the service desk and take your keys.? There was no explanation, no update on the issue with my vehicle, and no courtesy of reviewing what was checked or fixed?something I have always experienced at other service centers. To make matters worse, he then asked me, ?Why are you here?? which was very confusing and unprofessional. Only after that did he mention that my rental was approved?information that should have been clearly communicated earlier. This level of service was completely unexpected from Lexus. I was very taken aback and disappointed, especially for a first-time customer.

Took too long to inspect the airbag recall. I was waiting for 3 hours and the result was nothing wrong. It did not replace and still took 3 hours to inspect them just unacceptable.

Scheduled weekend service at last minute, was able to get good appt time and discounts on service. Service Advisor (Kelly) was very responsive and accommodating, definitely felt heard and supported. Review found a few items that would need future attention, but was not pressured in getting done immediately. Great experience.

I am writing to formally address several concerning issues I have encountered throughout my recent vehicle purchase process at your dealership, which have led to significant dissatisfaction and inconvenience. To provide a detailed timeline: I initially submitted my interest to buy a car on November 29, 2025. Unfortunately, it took me following up three times until December 5, 2025, to finally receive a response and be connected with a salesperson. On December 5, I visited the dealership, selected the vehicle, and on December 6 at 9 a.m., I returned to complete the financing paperwork. This portion was seamless since I had already secured pre-approval and provided a bank check for payment. Upon finishing the paperwork, I was escorted to my new vehicle, which was parked backed up against the garage, showing only the rear end. Excited about my purchase, I allowed the salesman to take pictures. However, when I arrived home, I immediately noticed paint scratches and peeling on the rear bumper. I contacted the salesman within minutes of arriving home to inform him of the damage. He requested that I wait until Tuesday to bring the car in for inspection and repair; meanwhile, I sent him photos and video evidence of the damage. On Tuesday, while I was en route to the dealership, my salesman Andy called to ask if I could return on Thursday instead because no loaner cars were available. I explained that I was already close and would not turn around. I also expressed my deep dissatisfaction with the dealership’s failure to disclose this pre-existing damage prior to delivery and before I completed the financing paperwork. I subsequently dropped the car off on December 9, 2025. As of today, December 15, 2025, I have neither received the vehicle back nor had the opportunity to drive and enjoy it. Adding further complication to this frustrating experience, I received a call on Friday, December 12, 2025, from an aggressive finance manager named Harry, whom I had never met before. Harry accused me of backing out of the deal and demanded another form of payment, alleging that the check from my credit union had not cleared. When I asked if he had contacted the credit union to investigate, he admitted he had not, implying the default assumption was that customers were simply reneging on deals. I requested he contact the bank and follow up with me once he confirmed the situation. Taking matters into my own hands, I contacted my credit union and learned that the root cause of the issue was a failure on Lexus dealership’s part to provide the complete Vehicle Identification Number (VIN) on the payment document. This clerical error prevented the bank from processing the payment correctly, and the fault lies entirely with the dealership, not with me as the customer. Given these circumstances—the delayed response, failure to disclose vehicle damage, the inconvenience caused by the inability to drive the purchased car for over a week, and the payment processing mismanagement—I am extremely disappointed with the overall handling of this transaction. I respectfully request immediate action to rectify these issues: a complete update on the status of my vehicle repair, a firm timeline for its return, and a formal apology addressing the miscommunications and mishandling I have experienced. Furthermore, I urge the dealership to review internal protocols to prevent such errors from recurring and to ensure customers are treated with transparency and respect throughout the sales process.