I had a great experience at Lexus of Tustin, especially working with Youssef. He is a very honest and straightforward salesperson, which I really appreciated. Definitely ask for him if you visit. I was originally looking at a Tesla Model 3 Performance, and while we couldn't fully come to an agreement on the rate, we got very close. Throughout the process, Youssef and his sales manager were both great to work with professional, helpful, and easy to talk to. They don't play games, and the whole experience felt genuine and stress-free, which is rare at dealerships. They really try to help you and work toward a deal that makes sense for you, not just for them. They were never pushy and took the time to work with us. I would absolutely consider buying from them in the future. Also the place was very clean! read more

I had a frustrating experience working with Jonathan Yiao. From the start, it felt like he wasn't listening to what I was clearly asking for. I submitted my credit application and simply wanted him to build out a deal structure so I could review, sign, and move forward efficiently. Instead of actually doing that, he sent me screenshots of my credit union's approval tiers... which completely misses the point. I didn't need someone to read me what I already had--I needed him to do his job and shop for competitive rates. When I explained that there's a standard window to shop rates without impacting credit, he pushed back and called it "shotgunning," saying that's only for subprime lending. That's just incorrect. I've worked at a dealership myself and was a top sales performer--I know how this process works, and I have excellent credit. I also clearly communicated my expectations on trade-in value and deal structure. I essentially handed him a ready-to-go deal, and he still couldn't execute. At that point, it felt less like a lack of effort and more like a lack of capability. He's calls himself an Internet Sales Manager, but based on the website he's just a sales associate, it doesn't seem like he has the authority or knowledge to actually structure deals. If that's the case, he should be working with a desk manager instead of stalling the process. Overall, it felt like the only goal was to get me physically into the dealership rather than actually moving the deal forward in a meaningful way. That's a low-level approach and not what I expected. Management should take a closer look here and invest in better training. This could have been a quick and easy deal, but it was mishandled. read more

Tustin Lexus - This should have been one of the easiest sales you could close, and it was mishandled. Please take a closer look and address the gap here. - Car Dealers Near Me - Tustin, California

Came here with my wife to try to purchase a USED Lexus NX350H for her. Our salesman Denny was very friendly, knowledgeable and helpful. We took a nice test drive and came back to discuss making a deal and unfortunately that's when things went south. When we exited the car, Denny scanned the window sticker QR code to show us the asking price of the car which was just under $42K. We had been offered $8K for our trade-in by another dealer which they kindly matched for us. However they sneakily raised the price of the NX we looked at to $51K and brought us the deal paperwork showing our 8K trade-in applied leaving a balance of $43K which is over what they originally asked and basically erased the money we would get for our trade in. The sales manager came out to speak with us after I called them out on this and attempted to negotiate with me back down to $36K but by this point I already saw what I needed to see. At one point they even told me they "didn't care that we had a cash offer" because they could get more through financing. I do my best not to badmouth a business but when you see these shady sales tactics it's impossible not to. The staff here were nice but be very careful doing a deal here. read more

The best car buying experience I have ever had! Ask for Savannah and Gilbert if you want an easy, smooth, and no sales tactic experience. We got the best price out of all the Lexus dealerships within 50miles from the OC. Best OTD price given over phone, no upsell when you get there. Savannah and Gilbert are such great team! Will definitely buy from here again in the future. They got a repeat customer . read more

I do not recommend buying a vehicle from Tustin Lexus. In January, I flew in on a one-way ticket to purchase a 2019 Lexus LS500h after agreeing on a price with salesperson David. During the test drive, both David and I heard a clicking/rattling noise from the suspension or undercarriage. Since it was Sunday and the service department was closed, nobody could inspect it. I was disappointed that this issue was never disclosed before I traveled to buy the car. After several discussions, they reduced the price by only $400, and I decided to take the vehicle home. At delivery, I was only given one key, which was also never disclosed beforehand. On my six-hour drive home, I discovered one of the windshield wipers was defective while driving through heavy fog at night. After getting home, I also found that the rearview mirror and sun visor were loose. I contacted David and the sales manager multiple times and requested inspection and service records, but my calls and messages went unanswered. When I contacted the General Manager, I received a generic response stating the vehicle was sold "As-Is" without addressing any of the concerns I raised. My biggest complaint is not the car itself, but the lack of communication, transparency, and customer service after the sale. Based on my experience, I would not recommend purchase vehicle from Tustin Lexus. read more

Purchased a new 2026 RZ 550e FSport and sold a Tesla X. I was told they would write me a check for my Tesla so I agreed to sell my Tesla to them and gave them the title. One week later, I still don't have a check and they told me they are not able to reverse the purchase. After signing the purchase agreement for the RZ and was ready to take possession, they told me there was a chip on the window but the windshield was in stock and I just needed to bring it in and they will replace it. Two days later I took the car in for the window replacement. Also discovered there was a rodent infestation under the hood so they said they would fix that as well. I bought the RZ on Saturday, took the car in for service on Monday and as of Friday, I don't have my new car and I don't have money for my Tesla. They can't tell me when everything will get resolved. They were supposed to email me the purchase contract but never did that either. I spoke to every department manager and asked to speak to the General Manager hoping he could get things fixed. He didn't call so I had to file a complaint with Lexus corporate and Costco Auto. So as of now I'm not in possession of my new car, my old car and no check. This has been the worst car buying experience ever! read more

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One star is too many. We have bought 3 new Lexus cars since 2020. My wife's new Lexus didn't have a key for the lug nuts and I was putting new tires on at a local tire store. So drove here and I asked the service dept if they would either take off the locking lug nuts or sell me a new "key". The service writer brought out someone he said was the manager, who told me that "since I see you don't do service here" he would have to write a service ticket and send the car into the back, which would take about an hour and a half to find which key it was and it would take 3-5 days and $55 to get a replacement. He lied. Terrible customer service. I had to drive an hour away, in Friday traffic at 4 o'clock. I went to Westminster Lexus. The guy came out to the car with a grip of keys and literally 2 mins and 20 bucks later I had a replacement. It's too bad that Tustin Lexus has such a terrible manager. We are currently looking to upgrade to a hybrid but DEFINITELY WON"T be returning here. Looks like we will be returning to Newport or Westminster. read more

Jacob did a stellar job and made the buying experience very pleasant. He's also very knowledgeable on all the important features and details of the Lexus NX 250. Overall a really Nice friendly team at Lexus of Tustin. Very happy and satisfied with the new ride. Superior to other Lexus locations in the area in terms of creating an enjoyable atmosphere. read more

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Wow. Outstanding experience from start to finish. My salesperson was Jaime. He figured out what fit my needs and Barron came to close the deal. What I loved most was the service and efficiency of this dealership. There wasn't any nonsense or dragging out of countless hours. My deal was done within an hour. I love my new car and so does my family!! read more

Tustin Lexus - Car Dealers Near Me - Tustin, California

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Purchased a 2015 300h ES here; only trust servicing my vehicle here. Service people and techs appear A-1 and very knowledgeable.

Wonderful business! The service is 5 star. People are so nice will always come here as my number one Lexus spot.

If I can give this dealership a 0, I would. I recently purchased a used car from this dealership, and less than a month in, I'm already dealing with multiple issues that should have been addressed before the car was ever sold. The alignment was off from day one, the interior was extremely dirty (clearly not properly cleaned), and now I'm being told I need to replace the rear rotors and brakes. For a car they claim was "serviced," this is unacceptable. After calling all day trying to get help, I finally spoke with Jairo Aguilera, who was completely dismissive. I was told these problems fall under "wear and tear" and that I'm responsible for paying out of pocket. That response alone says everything about how this dealership operates. They're quick to sell you a car, but once you drive off the lot, they take zero accountability. The only help offered was if the issue qualified under an extended warranty for mechanical problems--conveniently ignoring everything else that should have been handled before the sale. Between my experience and the number of recent complaints, it's clear there's a pattern here. I would strongly caution anyone thinking about buying from this dealership. Make sure you thoroughly inspect everything, because once the deal is done, you're on your own. Now I'm stuck paying for repairs that should have been taken care of from the start. read more

Be very careful dealing with this dealer. When I went in to lease a Lexus RZ, they first offered me $325/month for a 7,500-mile-per-year lease. Later they said they "made a mistake" with the numbers and could not honor that price. After about two hours of going back and forth, they finally agreed to $350/month instead. Unfortunately, I trusted the process and didn't read the contract closely before signing. When I got home and looked again, I realized they had written 3,500 miles per year in the contract instead of the 7,500 miles we originally discussed. This was my mistake for not double-checking, but it's also a reminder to be extremely careful here. Take your time and read every line of the paperwork before signing anything. Don't assume the contract matches what was discussed. read more

I have been searching for a used Lexus LC500 Convertible after selling my LS460 F-Sport. I found an L-Certified one here, Ultra White with a red Interior. I contacted Savannah Rueles in the internet sales department, she knew I was very serious and immediately got a hold of Gilberto Corral, the Sales Manager and we put the deal together in minutes. Oh, did I mention, I am 1,600 miles away in Kansas City. So the Finance department, Patrick Garland called me to arrange the wire transfer and go over warranty options. This all happened Wednesday, Saturday I wired the money and within a week the car shipped to me. This has got to be the smoothest high dollar transaction I have ever made, thank you all. read more

Tustin Lexus - Awesome car - Car Dealers Near Me - Tustin, California

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I wanted to buy my wife a new car and had no idea what I should get. I know almost nothing about cars and as long as it gets me there dependably, I don't really care about all the ups and extras, or so I thought. I think that all changed when I recently stopped by Tustin Lexus on a Friday afternoon. I was stumbling around the used car section when I was approached by a very nice and knowledgeable "employee" (not a salesperson), Jacob Castro. He walked me around, telling me the pluses and minuses of the various rides. I settled on a super clean late model used RX 350 with ALL the ups and extras. And boy are those extras nice. The fit and finish of this car is top notch. I showed up (just after 9:00 Saturday morning), traded my wife's car in and rolled it into the new buy. In and out, no problem. They didn't push the warranties or pressure me in any way. As the paperwork was being completed, Jairo Aguilera, the Used Car Manager, came over and introduced himself, and said something like, "let me know if I can help." The car is great. We love it. After purchase, I noticed that it did not come with an owner's manuel. I reached out to Jairo, via text and asked him if he could get and owners manuel for a 2017 car?? He said, "Let me see what I can do. I'll get one for you." Okay, I've heard that before. I think he's saying that, but doesn't mean it. He'll probably forget about it and I will too. I waited a few weeks and reached out to him. He was on vacation but got right back to me. He said he hadn't forgotten me and he was still working on getting the owners manuel. A few weeks later, he texted me IT CAME IN! I went to pick it up today and Jairo pulls it out of his top desk drawer and hands it to me with a smile. He said they had to special order it FROM JAPAN! Now that's good service and a great experience. I give this place top marks although a possible downgrade is in order due to the broken coffee/espresso machine. I would recommend this dealership when buying a car. The Used Car Department is great to work with. read more

If you need a new car, go see Michael Bergman. Dealing with him was a great experience, he was so helpful and there was no pressure involved at all. I would recommend anyone to go see Mike before they buy another car. read more

Just purchased a brand new RZ 350 from David, who was exceptional, including the finance manager Paymon!! No hassle pricing which I really appreciate and just a breeze overall! read more

I had a pretty bad experience with this dealership. To make it short bought a 22 Mercedes from them with 53k miles that came with a 30 day warranty as per state of California Law. It kept veering to the left on test drive which I mentioned to sales person and it was going to be taken care of. I took the car in for service for that problem and 2 other annoying noises that started coming from dash and front suspension. After three visits and supposedly ordering and replacing a part for the dash, no being able to replicate noise from suspension and same issue with the car veering to the left regardless of lane or type of street you drive on I went for the fourth time to complain and used car manger Jairo was not very nice and kept telling me there is nothing they can do for even when I asked if his techs may be can't figure it out he kept insisting he will go with what they told him and that it is fixed against my word. I asked him to take it for a test drive to verify the problem still exists and he refused and said again there is nothing they can do. I proceeded to go inside the store and asked to speak to his boss or the GM and finally after seeing the techs and this useless Manager go in and out of some big shot's office I get another Manager by the name of Tom come out take me into a corner and calmly ask me to explain the problem yet again. Then he says let's go for a test drive. The minute he got into the drive he states he doesn't see a problem. Then further down the road he notices it after I kept noting to him that it is veering to the left and he then proceeds to tell me it's the street. We took another street and it did it again and now he says that's normal. We get back to the dealership and he gets out and says I got a good deal on it and I should invest in fixing and paying for it myself since it's. It's not a safety issue. I was beyond upset at this point and we haven't even discussed the other 2 issues that have not been even addressed yet. So much for a warranty and a dealership that doesn't stand behind its product or addresses and fixes what need to be fixed. So in a nutshell shell we went from attempting to fix 3 different issues on 3 different visits to denying there is any issues to admitting to at least one issue since that was the reason for the last test drive to brushing me of and telling me go fix it your self. This is a $22k 2022 Mercedes with 53k not a $1500 2002 Hyundai with 180k miles on it and this is the treatment you get and attitude from that used car manger that would hire to get ash my car and finally the big boss telling me to fix it myself since his techs declared it's already fixed. Totally unprofessional. Be ware. read more

I love my Lexus SUV. It's luxurious, quiet, and comfortable. It has many great features, it start to slow on its own when I'm too close to a car in front. I can listen to my audio books, It many radio stations. It's a 4 cylinder, but it flyes, whenever necessary. It gets great mileage, beautiful design and many features, which I'm still discovering. I love the safety feature on the mirrors. It tells you when a car is alongside of you so, don't change lanes yet. I love the sky roof. It has lots of places for your "junk" I have never loved a car the way I love this one. Great mileage. Thank you Lexus staff who helped me with this purchase. It was a pleasure. read more

Lexus of Tustin! What can I say. Worked over a couple weeks to lock in a deal with Chad, Tim, and their amazing manager Chris. They came through and I am now officially part of the Lexus Family. They had a personal touch and down to earth team! Shoutout to Ravee as well for showing me how to utilize all the features of my car. Was a personal touch that I really admired with Lexus. If you are seeking a Lexus, this is the place to be. I got the 2025 Lexus TX 350 Premium. We needed a 3 row SUV and we got one of the most reliable brands behind us. The car is next level and the service from start to finish of the buying experience was nothing short of incredible. They are reasonable, down to earth and want to work with getting you the best deal they can give you with competitive rates! Frank from Finance was also amazing at explaining any packages for the Lexus (if interested) and works with you. Thank you again Lexus Tustin for setting up our family for future memories in our Luxurious 2025 Lexus TX 350 Premium SUV. . read more

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Today I came to this dealership, and it was my worst car-buying experience ever. I asked to see some NX and RX that they have at the dealership right now. The sales guy took me around to see some options, and he asked me what color and what I would like the car to have. I was go around with him for 2 hours to find the one I really like. When he already know what I want he took me to his desk and show me the car information on his laptop. He took me to test drive that car, he go around to find that car, after 10 minutes he pull up a car for me to test drive it. After the test drive I just figure out he let me test drive the different Car not the one that he show me on the laptop ( the one he show me on the computer is NX 350h premium, he let me test drive the NX 450h which is not what I looking for) and said that the car that I wanted is some where in the parking. After that, we go back to his desk and deal with him, and when we get the price that I wanted, he said this deal just for today only so we just go ahead and do the paperwork. He took me and my fiance information to run the credit. After he run ours credit and came back say "THE CAR THAT HE SHOW ME ON HIS COMPUTER ALREADY SOLD". I was so shock. Why he didn't tell me that before he run ours credit? He even tell me that he have a car look exactly the same with the car I want it will come at the end of the month, he will keep it for me and give me the same deal if I deposit $2000. So ridiculous!! What the heck they run my credit and come back tell me the car already sold??? I was so up set and leave right after I was there for 4 hours and bring home nothing read more

My experience with Alex, my Lexus advisor, was seamlessly smooth, effortless, and wonderful. From the moment I scheduled my appointment to the time I arrived, everything went quickly and everyone I encountered was helpful and service-oriented. By far, this was the best experience I've had--especially considering I came in for maintenance that I really didn't want to do, but had to. Knowing that my situation wasn't ideal, Alex took the time to explain what could be done and the next steps. His professionalism, patience, and thoroughness made all the difference. Highly recommend Alex for anyone looking for outstanding service! read more

I have been a service customer at Tustin Lexus for many years, and with at least three Lexus cars over that period of time. I've been very happy here, but now I find out that service writer Nick Nehrir is not working there anymore. He probably left for whatever reason because he did a great job. But whatever, he's moved on, and I need to find a new service writer to trust with work on my car. Anyone have any suggestions or recommendations? I like the place, and most everyone seems personable but I'd like to start up with the best so that I can just call or write the same guy every time, who knows me and what I like to do and don't like to do to my car. It's 18 years old, runs like new but I'm not usually doing ALL of the service items it doesn't need at any given point in time. Thank you! read more

Tustin Lexus - Car Dealers Near Me - Tustin, California

Can't say enough about these guys, in particular Mike Bergman. He was upfront, honest and got me the best deal on my wifes new RX. Hw went the extra mile and reached out a few days later to see if she needed any help with her new ride. I shopped around and I am happy that Mike came through. The whole process was upfront and easy. Thx Tustin Lexus and Mike Bergman read more

Tustin Lexus - Mike delivering new car - Car Dealers Near Me - Tustin, California

Very thankful with salesman Brett for his excellent customer care! I beyond super happy and stoked with my brand new 2025 Lexus ES350 luxury package! I am so loving it! Can't thank Matt enough for allowing our transaction to run so smooth! Will definitely be coming back! Tustin Lexus send us home very very happy! read more

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I had a great experience finding and getting a brand new TX from this dealership. I shopped around a ton for a new car and spoke to a lot of salespeople over the course of a month. Alissa (Internet Sales Manager) was by far the friendliest and transparent out of everyone I spoke to whether Lexus, Audi, Toyota, BMW. I dealt with some rude and shady salespeople and thankful that Alissa was able to help me find a car. read more

I wish I could leave a better review, but my experience has been extremely frustrating and unprofessional. Not only am I now approaching two months without receiving my registration tags, but I later found out my DMV paperwork sat at the dealership for over a month after I purchased my vehicle. From what I was told, my DMV paperwork was not filed until about 35 days after purchase. Because of that delay, everything else has been pushed back -- and I still have not received any paperwork or tags from the DMV. This delay is not due to the DMV. It was due to the dealership failing to properly and timely file my paperwork, despite me being told multiple times that things were being overnighted or handled. I have heard the same promises several times, yet I am still waiting. I have emailed the General Manager multiple times and have not received a direct response. Instead, my emails continue to get passed down to other employees to respond, and the issue remains unresolved. If you are considering purchasing here, please be aware of this experience. Registration processing is a basic part of purchasing a vehicle, and this situation has been handled very poorly and unprofessionally. read more

What a great experience! Found some damage on a new Lexus that was purchased from another dealership. The other dealership didn't offer me let's just say the same type of help that Tustin Lexus offered. Long story short Bernie at the parts counter took such good care of us and we are up and running. The entire process was so smooth and so easy. Knowing that the damage I found on the car wasn't really my fault this dealership gave me a discount and for that I was super thankful. The next time I need a Lexus I will go nowhere else but Tustin Lexus. Thank You! Thank You!! Thank You!! read more

Purchased a new 2025 Lexus here a few months ago and have some issues. Been on hold 30+ minutes to talk to someone in Service. This is completely unacceptable, especially for a Lexus dealership. Answer the phone! read more

I brought my vehicle in for maintenance. The service consultant is Jack Dayeh. Mr. Dayeh clarified the potential cause of the issue and provided the technical specifics of the service. Most importantly, he suggested necessary repairs and did not exploit my limited knowledge about cars. His honesty is a rarity in this industry. It is uncommon to encounter such high integrity in the auto repair sector. If you are seeking a trustworthy service advisor, I recommend visiting M. Jack Dayeh. I would also like to acknowledge Mr. Carl Tetiva, the Service & Parts Director, who took the time to ensure that customers received excellent service. Thank you for the outstanding service. read more

Sold my Lexus ES300h to Tustin Lexus. Steve Vela was great to work with. Fair price, paperwork all went smoothly and they even paid for a long Lyft ride back to my home in Westlake Village. Another great Lexus experience! read more

I just want to give a big thank you to Steve Rivera, my service advisor at Tustin Lexus. From start to finish, he was incredibly professional, honest, and genuinely helpful throughout the entire process with my car. I brought my car in for brake service, and Steve took the time to walk me through everything step by step. He clearly explained what needed immediate attention and what could wait, without any pressure. That kind of honesty is rare, and it really helped me feel confident in the choices I was making. He kept me updated the whole way through, and even showed me under the car so I could actually see where the damage was. That transparency meant a lot to me--it didn't feel like just another transaction. They also provided a rental car, which made things way easier. I didn't have to cancel anything or worry about getting around while my car was in the shop. And when I picked my car up, not only were the brakes taken care of, but it was freshly washed and spotless. That extra touch really stood out. Steve's attention to detail, communication, and overall customer service made the entire experience smooth and stress-free. If you ever need work done at Tustin Lexus, I highly recommend asking for Steve Rivera--you'll be in great hands! read more

First impression, used car lot......., they had (3) LX600's parked at the entrance, couldn't tell if they were new or used as they didn't have window stickers.... We were greeted and told "all models" were parked on the wall, we go over to look at the wall oh' cars. We asked, all but the "GX", where's a "GX", oh we had an "end of month run".....interesting, your website showed (4) in stock. "Oh, they were but we had an end of month run".....so you mean 1-1/2 weeks ago they were gone and you decided to lure me down!!!!????? Thank you for the waste of 3 hours of my time Tustin Lexus!! Parking lot is set up all wrong, no cars they showed having, no salesman available..... No thank you, I'll never be back read more

I recently purchased a Lexus RX 450h from Escondido Lexus, but I am local to OC, so I contacted Tustin Lexus to get some assistance with learning the tech. I was told they had a tech expert named Miguel that could help, and I asked if I could make an appointment. I was told to just come down, so I said I'd come at 1. When I arrived, Miguel told the receptionist he was just leaving. She explained that I came specifically to see him, and he said no one told him and simply walked away without an apology or attempt to reschedule. This is my first ever Lexus, and I was greatly disappointed by the experience. However, Jacob Castro (I hope I got his last name correct; I had to research online) completely turned my experience around. Jacob introduced himself, said he saw what happened, and he asked if he could help me. Jacob is in Sales, and this was completely outside his responsibilities, but he took time out of his day to help introduce me to the features on my new car. Jacob was incredibly knowledgeable, exceedingly patient, and genuinely kind, which really salvaged my overall experience with Tustin Lexus. I'm so grateful for his exceptional service and would highly recommend seeking him out at Tustin Lexus if you want an amazing sales experience. I hope his Management Team sees this, because they should know the 2 extremes of service I experienced at their dealership. read more

*UPDATE* - Dennis the Service Manager recognized the delay and poor service and offered a genuine apology. Adding one star for his professionalism... First time having car serviced here. Maybe my expectations were too high. I had an appointment, arrived early and was told service would take no more than 90 minutes. At the 2 hour mark I checked and service rep said it was done but I pointed out one of the tires was low. He looked and said "oh yeah, you have a nail, can you wait?" This after I received notification that everything checked out with no issues. I'm concerned about their attention to detail. Also, it's been more than 2.5 hours already and still waiting. read more

My mom bought a used Lexus from Tustin Lexus yesterday. She wanted a certified used Lexus, so I contacted several dealerships from Woodland Hills to Orange County. Tatiana was able to give me a guaranteed best and final price. She kept her word and there was not a single cent added to the final price she quoted. This was very helpful and it saved us a lot of time. I would highly recommend Tatiana. She is a true professional who goes above and beyond. read more

After driving to 3 other Lexus dealers, we stop to Tustin Lexus and found exactly what we needed. I looked online for Lexus hybrid, I requested more information about the one a liked and Tatiana was very responsive. I followed ups with her email, went to see to car and fell in love of this place . The most decent dealer place in the area. Alex help us with the drive test. We didn't make the decision on the spot (I wish we did , it was going to save us a lot of time ) , we went back on a Saturday at 7:30 pm (they close at 8 ) and they happily helped us with the transaction even if they had to do some overtime for us . Thank you Tatiana , Alex and Patrick (the coolest finance guy ) read more

This service department, team and everything is amazing. The last few times I've come in here for an oil change, new tires etc... I've always been taken well care of. This time I worked with Alex in service and he was fantastic. He was very responsive, was super knowledgeable and worked for me to get the job I needed done, complete. 10/10, the service I receive here is why I always come back! read more

Tustin Lexus - Car after service - Car Dealers Near Me - Tustin, California

I recently purchased an LC500 from this dealership via the Internet. It was not a positive experience. This is the 4th Lexus I have purchased, and I have never encountered this level of service from any other dealership. When the car finally arrived it was perfect. However, communication during the process was abysmal. Once the dealership received the money, communication virtually ended! The driver was late delivering the car and spoke no English. He gave me FOUR keys, including two for a new RX350H! I notified the dealership of the error, and they didn't even respond to whether they wanted THEIR keys returned! I am not a complainer. In fact, I have written letters of commendation for individuals here at Hilton Head Lexus. Tustin Lexus needs to improve its operation. read more

Buying my 2026 Lexus NX 350h Premium from Tustin Lexus has been one of the biggest wastes of time I've ever experienced and I'm not exaggerating. From the start, I was completely transparent. My previous vehicle, a 2025 Honda Civic Sport Touring was totaled in a not-at-fault accident. I provided everything: dash cam footage, insurance documentation proving I wasn't at fault, and confirmation that my loan payoff was incoming and documentation for my GAP insurance. I even told them I was willing to wait longer for a fair APR. They looked me in the eye and assured me, "Don't worry we can still get you a good rate." After a lengthy discussion, we agreed on a 5% APR through Lexus Financial. I left feeling confident the deal was solid. Then, two and a half weeks later, they called to say they "couldn't get me approved" and had "tried their best" for two weeks. That's simply false. I checked my credit report there was only the initial inquiry dated the day I signed. No followup. No effort. Just a convenient lie to pressure me into accepting an 8% APR... or returning the car. By that point, the car was already on my insurance. It even had a minor but paintdeep scratch on the front bumper from a shopping cart someone let roll into it. Nothing catastrophic, but enough to complicate a return, insurance claims, paperwork, potential rate hikes, and the nightmare of restarting my entire car search from scratch. And yes, I'd already grown attached. They knew that. And they used it. When I pushed back on the $15,000+ in added interest over the life of the loan and asked to cancel the premium warranty I never wanted, the finance manager shrugged and said, "You can always pay it off faster." He claimed the warranty couldn't be removed, even though I'd clearly stated my maximum monthly payment was $1,100, and this new rate bordered that. I knew that wasn't true. But every conversation went in circles: they kept fixating on the sticker price while ignoring the actual cost driven by their bait and switch APR. Originally, I'd negotiated a payment around $870/month. Now I'm stuck at $1,100 all because they weren't honest from the beginning. My only recourse? Refinance as soon as possible and try to cancel the unnecessary coverage, which I've started looking into already. Then there's the accessories. I only accepted this vehicle, despite not getting my preferred color or interior, because they promised in writing all-weather mats, edge guards, a front sunshade, and full window tint. A month passed. Nothing. When I followed up, they told me everything was "already ordered." Turns out? It was never even sent to the parts department. After I visited in person, the parts team finally placed the order. I received the mats, edge guards, and sunshade the next day. For the tint, I was told I'd get a call within days to schedule an appointment. That was over two months ago. I've been strung along ever since. I called repeatedly, then went in again and spoke with a sales manager, who apologized and admitted they'd never scheduled me it was "long overdue." He promised someone would call to book my preferred Saturday slot and even gave me his business card. The next day came. Then a week. Now nearly two weeks later and still no call. I called again. This time, the rep insisted on digging up names and blamed a former employee Chase, who, by the way, was the only good part of this entire experience. When I asked simply to be scheduled for the tint, she said it "had to be escalated" and that she couldn't book me herself. Again: "We'll call you." and again no call ever came. I don't care who made the mistake. I just want what was promised and paid for. Getting it has been impossible. For comparison: when I bought my Civic at Spreen Honda in Loma Linda, they scheduled my tint within days. When the edge guards fell off a week later, they replaced them immediately no questions asked. At Tustin Lexus? The edge guards were never even installed. Every interaction has been a complete waste of my time, energy, and trust. I'm already on my second payment still driving a car missing the very features I compromised on and still waiting for someone at Tustin Lexus to do the bare minimum they already agreed to. This isn't luxury. It's laziness, dishonesty, and disrespect wrapped in a shiny luxury badge. Don't waste your time like I did. read more