Lexus Santa Monica Service

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  F T
3 months ago
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?

  Bryan Rodriguez
4 weeks ago
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.

  Patrick McNeal
2 months ago
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.

  Fernando Rodriguez
4 months ago
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.

  Phillip Grauss
5 months ago
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.

  Kevin Myers
6 months ago
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!!!

  Brandon
5 months ago
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.

  Isaac Navarrete
6 years ago
OFFICIALLY DONE WITH lexus!!! PLEASE INSPECT YOUR CAR BEFORE TAKING IT AFTER SERVICE NO MATTER IF YOU'RE IN A HURRY.... YESTERSAY SATURDAY I CAME HERE FOR 10,000 MILE SERVICE AFTER HORRIBLE SERVICE AT BEVERLY HILLS, ONLY TO SEE THIS HORRIBLE SCRATCH....UNFORTUNATELY I FOUND OUT AFTER SINCE IT WAS ON THE PASSENGER SIDE....NOT SURE WHAT WILL HAPPEN SINCE TODAY SUNDAY THEY ARE CLOSED AND WAS TOLD TO WAIT UNTIL MONDAY BY THE DEALER.....I HAVE ALREADY HAD HORRIBLE EXPERIENCES WITH lexus CUSTOMER SERVICE IN SUCH SHORT TIME....I CAN HONESTLY SAY lexus CUSTOMER SERVICE IS GARBAGE....I SIMPLY NEED PEOPLE AND lexus TO BE AWARE THIS SO CALLED "LUXURY BRAND" is nothing compared to AUDI, BMW....and also, this car wash though....Updated on 3/23/18....thank you George and staff for the amazing help. Made this much smoother than what I expected.....although why is it when I try to be happy with my experience I find something horrible after getting service which I'm grateful, I come to find this horrible dent????! Why Lexus? Why?

  Sheperd Cohen Aziz
11 months ago
I ve owned a few Lexus vehicles from various cities and this location has been very disappointing. The service center is separate from the dealership so I can t view and test other cars while mine is being serviced. I m currently sitting here for over an hour waiting for my loaner vehicle despite calling in for it in advance. The people are nice and polite but that s only one part of the experience. Also, as you can see in the photo I posted the ceiling is falling apart in a way that I would not expect in a luxury brand service center in Santa Monica, CA.

  Ashton Mathews
a year ago
My mom and I recently visited Lexus of Santa Monica for service on her 2016 GS 350. The service rep, Mario Rea, was the absolute best. The service at SM Lexus is always great. Mr. Rea went above and beyond to make sure that my mother was well taken care of. Thank you so much Mr. Rea for your great customer service. We will see you next time.

  Kathleen Mcdonough
5 years ago
I purchased my car at Lexus Santa Monica, and have had all my oil changes, warranty covered repairs, and scheduled service appointments done at their service center. Every experience I have had with Lexus Santa Monica has been a positive one! I find the staff at the service center to be very friendly, helpful and efficient! I also love the courtesy vehicle they offer during services, so I never have to miss work or other activities while my car is being worked on. They have plenty of appointment days and times and I have never had a problem getting my car in for service when necessary! I have never felt pressured to upgrade or purchase additional services when I bring my car in, either, which is a huge plus! During my most recent visit last week, Adriane Marmolejo assisted me with my service appointment. She was very friendly and helpful. Adriane called me right after my service was complete and gave me the results of the inspection and provided me with the details of what had been done on my car. I look forward to working with her again at my next scheduled service! Keep up the great work, Lexus Santa Monica! :)

  Cynthia E
2 years ago
Took my car in for a oil change today and everyone was kind and helpful. Service was quick and super convenient to be able to make payment online. Only downside was that my car wasn't even washed. I've taken my vehicle to other Lexus dealers and I'm always happy to see my clean spotless and sometimes even with a full tank. Santa Monica Lexus sure didnt impress me.

  Kimeko M
2 years ago
When I got my first Lexus back in 1997, my husband and I would both get our cars serviced at this location. So I hadn't been there since maybe 2000, but I went back a week or so ago, nothing has changed, still providing quality service as well excellent customer service!!! Glad to be back with them! Shout out to Mario Rea, service advisor!!

  Wayne L. Wilson
6 years ago
My experience at Lexus Santa Monica turned out to be very good thanks to Miguel Santiago. I had procrastinated taking the car in knowing that it might be an expensive repair job. Miguel was courteous, knowledgeable, and did an excellent follow through in making sure my car was serviced properly. And once the job was started there was no problem in immediately receiving a loaner vehicle. I am satisfied with the job and the customer service!

  hot choi
a year ago
Great place to get your Lexus serviced. Quiet and clean waiting area with plenty of chairs and tables spread out so you can maintain distance from others. Oil changes were pretty fast when compared to other crowded dealerships. Had my brakes replaced and did the routine maintenance here.

  Tim Wilson
2 years ago
Can't give them 5 stars but my experience started at 0. Took my car in for regular service 6/15 and was told I needed new tires. Agreed to buy new tires from them but was told it would take 2 days for tires to come in. No communication from them until I call Friday and was told Tuesday 6/22 they'd be ready. Then Wednesday. Finally picked up the car today - 9 days later.What bumped my review was Sam's (Service Manager) response when I escalated. He called back regularly and was up front and straight with me on the situation. And he discounted the labor charge and filled up my car with gas - that's good customer service.Having said all that, service centers need to do a MUCH better job communicating to customers about part shortages. If you read the news you know what's going in the Auto industry but please COMMUNICATE BETTER with customers. We'll understand if you are honest.Because of Sam, I will take my car back there for it's next service appt.

  Sonja Peterson
7 years ago
My service rep, Angel Vasquez, is always terrific. He does everything to make the process as easy as possible. Lexus Santa Monica Service Center has always been great. I got a loaner car, my service was finished exactly when Angel said it would be, and Angel texted me when the car was ready to be picked up. I appreciated the car wash. Very good experience.

  David Trim
6 years ago
For years I have had a great experience doing my car maintenance at the Lexus Santa Monica Service Center. Over time, I developed high trust with my service rep, Angel. We recently bought a new Lexus, in part because of my years of true satisfaction with him and the service center. Now he has moved on and I just began with Juan Carlos who is also terrific, friendly, helpful and detail oriented. The only reason my review is not 5 star is because the cashier team on my last visit was, I guess, distracted. Normally it would not have mattered that it took me over 40 minutes to check out with them after finishing with Juan Carlos , but I happened to be in a big hurry that day. I understand that things take time, but the cashier team was taking people out of order and fielding non-urgent personal phone calls in the middle of my transaction. Juan Carlos came to my rescue and I finally got waited on. I have normally had such a consistently good experience here, I don't want to make this some kind of rant. I simply hope that Lexus will be inspired to refocus that team on excellent service like I have received so many times before.

  Amy Stanton
9 years ago
Angel Vasquez took great care of us at our recent service appointment. He was very helpful, and made sure that he kept me up to date via text about when our car would be ready. We will definitely be on the lookout for him next time we visit the Lexus Santa Monica Service Center - he is a real pro!

  Joe Araki
6 years ago
Lexus Santa Monica is the best service center. All the staff are courteous and professional. The waiting lounge and restrooms are very clean, spacious and comfortable. Most important of all is my service advisor, Richard Doherty.He listens to my request and definitely gives all my options. His recommendation allowed me to make the right decision. Richard is very friendly, patience, and concise. I feel very fortunate to trust Richard and his team with my car. Great experience---I highly recommend this service center.

  Lore Meline
6 years ago
Patrick Levenson has been my service consultant at Santa Monica Lexus for about 2 years now. He always takes super good care of me and my Lexus 250IS. He is very helpful, friendly and gives great advise. The service has always been done to my complete satisfaction and on time. I would never go anywhere else to have my car serviced.

  Rosa Brice
5 years ago
I have been taking my car to Santa Monica Lexus Service center for over 10 years. Ray James my service advisor is always upfront and honest about what service needs to be done. The rest of the team from the staff who greets you to the cashiers are always very pleasant.

  Kate Williamson
5 years ago
My service advisor Patrick Levenson is an absolute gem! He went above and beyond for me and saved me a ton of money! I ve moved around a lot over the last few years and have gone to several different Lexus dealerships on the west coast and Patrick and the rest of the Lexus of Santa Monica have by far the best customer service I ve ever received! I will always bring my car and service needs to them! Y all are amazing! Me and my Lexus love you!

  Judith Adelson Jewelry
9 years ago
I brought my car in for its 20,000 mile check up. I was introduced to George Connolly and he took me immediately. We went through the necessary information quickly and George was humorous, respectful and efficient. My rental car was waiting. The next day, when I returned the rental and picked up my car, I was met by George who again was courteous, efficient and warm. My own car was ready andit took only minutes to retrieve it.My experience with George Connolly was the best one I have had in my 20 plus years of owning a Lexus. There was no wait and absolutely no hassle.I have absolutely no reservation about recommending him when you visit Lexus.

  Phoebe Sarason
9 years ago
Santa Monica Lexus service center has been consistently the best service center I have ever worked with. Rafeal Navarro was kind, courteous and informative. He was patient and thorough when describing what our car needed. He called us promptly and had our car ready, of course clean and in great shape in no time. We dropped our car off the morning of New Year's Eve and it was ready by lunch time. Thanks for so many years of extraordinary service. Great coffee and snacks, too!

  David Thomas
9 years ago
Very pleased with Lexus Santa Monica. Everything from the ease of use of the website to schedule an appointment, to the customer service upon arriving. I was assigned Mr. Ray James as my consultant. He was very professional, courteous, and accommodating. He was very accessible by cellular phone, and was very responsive to texts regarding updates with my vehicle's service needs.I have to say that because of the service and quality treatment at Santa Monica, I will more than likely purchase another Lexus vehicle there in future.

  Calman Kurtzman
9 years ago
I was greeted shortly after arriving by Heidi Cabrera. She was very helpful and knowledgeable concerning my needs. I was impressed with her efficiency and was out of the shop just a few minutes after I arrived. The service was completed promptly and my planned day went without a hitch and without any alteration due to prolonged time for the service. I have always been pleased with the treatment I receive at Santa Monica Lexus and you can be sure I will continue as a loyal customer.

  BJ KO
5 years ago
My favorite car dealership - for sales and service --been coming for years because of customer service and recommend to all my friends who have Lexus cars- Even one friend who came with me ending trading her car by another maker and bought a Lexus on the spot. My service rep Richard Doherty provided me with years of excellent customer service , follow-up with data and expressed genuine concern for any issues. Thank you to the top management for having such fine and kind caring employees- customers do notice!

  Herbert Glasgow
8 years ago
George Connolly at Lexus of Santa Monica is a perfect example of "good customer service", courteous, professional and personable. When I offered him my key, he immediately offered a simple change in my placement of the key ring which made it much easier to separate the keys for valet service. It is the little things that count. He was efficient and fast, getting my car set up in the system and arranged a loaner car with a minimum of fuss. When my car was ready, I received a call from him and was able to pick it up in really good time. The whole experience was effortless, thanks George!

  Armando Lopez
9 years ago
On line appointment procedure, fresh coffee and a clean restroom! Ray James, my service manager, took care of my recall promptly! They let me use a brand new Lexus SUV for the day and when my car was finished I received notification promptly. NO CHARGE!My car needed additional work but I appreciated not having to suffer through a hi-pressure sell. Mr. James pointed out the issues with my car and told me to bring the car in when I was ready. Great service and quality care.Thanks Ray! I'll be back soon!