Lexus of Southwest Houston

I always come back to this dealership to get my car serviced! Customer service is always amazing!

Jon Laurenceau was our advisor today. We came in because my 2 month old battery for my NX was acting bad. They did a multi-point inspection and gave recommendations. We got the battery replaced and Jon took care of us. This was our first time doing maintenance at Lexus Southwest since we usually go to Westside Lexus. We had a great experience.

I purchased my 2021 Lexus ES 350 at the end of 2020, and unfortunately, my experience with Sterling McCall Lexus has been very disappointing, especially when it comes to warranty service and follow-up. I have always maintained warranty coverage on my vehicle, including additional warranty coverage that I paid a significant amount for. However, whenever I have needed to use it, getting assistance has been unnecessarily difficult. My first major issue involved my side mirror. When I brought the vehicle in, I was told that the mirror would not be covered because the car had supposedly been hit. There was only a very small scratch, and I did not agree with their conclusion. After going back and forth with the dealership without getting help, I finally contacted Lexus Customer Service directly. Thankfully, the Lexus Customer Service representative was extremely helpful. I wish I could remember her name because she was the person who finally helped get my side mirror approved under warranty. Unfortunately, that was not the end of the problem. I waited approximately two months for the part. I had been told the dealership would contact me when it arrived, but I never received a call. Once again, I had to follow up myself several times until I finally reached the Parts Manager and was able to get the repair completed. Now I am dealing with another frustrating situation. I have already had the battery replaced three times since owning this vehicle. Most recently, my car would not start. At first, I thought the problem might be related to the key because of the message displayed in the vehicle, but it was later determined to be related to the battery. I contacted Lexus Roadside Assistance, only to be told that they could not find my warranty coverage in their system. I was told I might have to pay approximately $90 for assistance such as a jump-start or unlocking the vehicle, and approximately $99 plus additional mileage charges for towing. From around 9:00 AM until approximately 1:30 PM, I had to go back and forth trying to prove that I actually had warranty coverage. I searched through my own paperwork and finally found the documentation. Eventually, they confirmed that I did, in fact, have coverage. My question is: Why was my warranty not properly showing in the Lexus system in the first place? I recently took my vehicle to another Lexus dealership rather than Sterling McCall, where additional repairs and maintenance were recommended. I am now asking which of those recommended repairs, if any, should be covered under the additional warranty that I paid a substantial amount of money for. I am hoping Lexus and the dealership will provide a clear answer and the level of assistance that a Lexus customer should reasonably expect. I purchased a Lexus because of its reputation for quality, reliability, and customer service. I understand that vehicles can have problems. What disappoints me is having to repeatedly call, follow up, go back and forth, and prove my warranty coverage before receiving help. After my experiences so far, I cannot recommend Sterling McCall Lexus for service or warranty assistance. I will update this review depending on how Lexus and the dealership handle my current warranty concerns.

Not a bad dealership but will not honor the coupons emailed to me by this dealership to me. I made an appointment using the link provided in the email and drove almost 2 hours and presented the coupon at check in but only after the service was performed I was told they cannot honor the coupon just because of the make and model of my car. I was disappointed.

Service department is the best of the best in in understanding, explaining and addressing maintenance of my vehicle.

I did a lot of research and test drove a lot of vehicles. I decided to go with the Lexus TX 350. After driving it this first week I know I made the right decision. Julie Bui at Lexus Southwest did an excellent job helping me work through the process. I would recommend her to anyone. She was professional, very knowledgeable about the vehicles, and was helpful without being pushy as I took time making my decision. She is first class! Thank you Julie!

They got me in, did the repairs and had my car ready! Matt is normally my ?service guy,? but Shane stepped in and did a great job in Matt?s absence!

Ashley is outstanding and wonderful as always, she always takes amazing care and provides tremendous service, I always look forward to working with Ashley. Thank you Ashley for always being amazing!

I came in for a scheduled inspection and oil change. Service was pleasant and timely. I was in and out in a little over 2 hours.

Lexus Southwest always gives exceptional service affordable fair pricing and huge shout out to my service advisor Derek