I am writing to express my deep dissatisfaction with the service experience I had during my first appointment at your dealership. As a new Lexus owner, I expected a high level of professionalism and efficiency, but my experience was far from that. I arrived promptly around 7:00 AM for my scheduled service appointment and checked in with Han. I then waited patiently in the waiting room. At approximately 8:35 AM, I received an email stating that my vehicle service was completed. Trusting this update, I continued to wait without any further communication. I tried to reach Han via text on his cell phone, but my messages went unanswered. Frustrated, I went to the front desk at about 9:20 AM for clarification. I was informed Han was assisting another customer and they would have him provide an update. Nearly twenty minutes later, at 9:39 AM, Han finally came out to inform me that my car was indeed finished. When I pointed out the excessive delay for what was supposed to be a simple oil change, I was told my car was completed at 8:48 AM. This means I unknowingly wasted nearly an extra hour sitting in the waiting room with no communication or explanation. Moreover, it felt like I was treated differently compared to other customers, which raises concerns about the quality of customer service and respect at your facility. This first impression has left me feeling extremely disappointed and undervalued. I urge you to review this situation carefully to ensure that other customers do not face similar frustrations. Clear communication and respect for customers’ time are basic expectations that were clearly not met in my case. I hope you take this feedback seriously and take the necessary steps to improve your service process. I look forward to your prompt response and a resolution that reflects the caliber of Lexus.

Today's visit at the dealership was great. The process from the time I dropped off my car off to the time it was picked up was seamless.

Made a last minute appointment. Showed up at the exact moment of my appointment. And was immediately greeted. Service took a while. But was expecting that. Kevin was quick and courteous.

Marlon Remero is very helpful. It will be much more convenient for me if I can have loaner car

Service Advisor Hans Schackmann gave excellent customers service from the time I get to the dealership to leaving the dealership. Thorough inspection of my vehicle and oil change service. Highly recommend Hans taking care of anyone who steps into this Lexus dealership

Came in this past Friday for an oil change and had a great experience thanks to my service advisor Kinsley. She got me in and out quickly with no hassle, and kept me updated the whole time so I always knew where things stood. What really stands out is how much she values the customer relationship, she makes you feel taken care of rather than rushed through. If you're getting service done here, ask for Kinsley by name. Thank you, Kinsley!

I love Lexus sterling mccall. They are are cordial and receptive to their customers. Kelly was very knowledgeable about what was going on with my car. They are very timely on the repairs. They work quickly and make you very comfortable while you wait. They are top rate repair and customer service.

I was very impressed with the dealership. Good pricing on the vehicles. Fantastic salesperson. Made the experience enjoyable.

I’ve purchased my last three vehicles from Lexus Southwest, and that says a lot about the overall experience here. It’s not just the sales team that keeps me coming back, the service department is a major reason as well. I’ve been working with service advisor Jose Gutierrez for the past few years, and I really appreciate his professionalism, friendliness, and the way he takes the time to fully understand my concerns and make sure everything is handled properly.

I love take my car here for service and would recommend to friends and family come here.

My car in for service my service contact was Hunter took care of issue and kept in contact with me regarding part order status, loaner car and when my car would be ready. Great service! Thank you

Amazing rep, quick and thorough. Would highly recommend to friends for additional services in the future.

The facility is clean and people are friendly there, our service representative Matt Torres is very helpful. Recommend.

Great experience working with this dealer. Friendly staff, fair pricing, and no pressure. Would definitely recommend!

The service advisor is very friendly, warm and professional. The service is prompt, efficient and seamless. The charge is very fair. I love your service.