Fox Lexus of El Paso Auto Repair Service

Excellent service by Art, as always.

I’m always satisfied with service a Fox Lexus.

To whom it may concern, I recently took my 2024 Lexus NX350 to HoyFox Lexus in El Paso for servicing. Upon returning the vehicle, I noticed a black line in my rearview mirror display. The following day, I returned to HoyFox to show them the issue. Initially, the line was difficult to see with the sun in the way, but it became clear when I placed my phone in front of the camera. Rene kindly took the vehicle back to the technicians for repair. However, when he returned to get it serviced, the technician (Vince) informed him that the issue was simply dirt. Vince attached a napkin to the service order and instructed to clean the camera. This response was both insulting, disrespectful, and appalling, especially considering that the vehicle is under warranty. Rene then brought the issue up to his manager Ashlee Angel who also recognized and acknowledged that the response from Vince was inappropriate and attempted to correct the issue. She then approached the Service Director (Marvin Hirschel), who was firm in his belief that the mirrors display was adequate and was unwilling to make a repair even though he acknowledged that there was an issue with the display on the rearview mirror. The inadequate action taken and the absence of quality support by both Marvin Hirschel and Vince are a disgrace to Lexus’s customer service and highly discourteous to customers who visit the HoyFox facility. This disregard to quality customer service is very disappointing and disgraceful to the reputation of the corporation. If these individuals rather provide lazy and subpar maintenance at HoyFox Lexus then they are truly doing a disservice to the Lexus Corporation and HoyFox in El Paso. My family has been loyal Lexus customers for years, appreciating the quality of their vehicles and the excellent customer service we’ve received during servicing. My husband purchased an IS350 from HoyFox, and my son bought an RC 350 from Sewell in Dallas. I am deeply disappointed that a reputable corporation like Lexus would treat a customer so disrespectfully by attaching a napkin to the service order and refusing to address the issue. This is a relatively new car, just over a year old, that has been exclusively serviced by Lexus. The problem arose during the servicing, and all I am asking for is a resolution. I strongly encourage Lexus to review this case and consider how they would like their customers to be treated.

Arturo was an excellent advisor. The tire that was replaced was excellent, but the cleanup was not so great. The courtesy wash my car was not dry and now has water spots everywhere

I specifically explained to Ashlee about my front tire needing maintenance as it kept getting low and they did not check the tire at all. They just checked for a “visual light on” and decided that the tire had no issues. The next day after I took the car to Lexus, the tire was already at 11 psi again. I have been struggling with the tire for a while and they just decided to ignore me on that specific request. Really bad service, wasted one entire day for nothing and now I have to go back again for them to fix it.

I had a scheduled appointment, yet I still waited over three hours for what should have been a simple tire rotation. That was very disappointing. While I was there, I asked Ashley to speak with the salesperson who sold me my vehicle regarding a scratch on the inside door handle that occurred while Lexus was having my windows tinted. When it was time to check out, I asked about the update and was told Ashley was no longer there and that she hadn’t added the issue to the service notes. The advisor assured me he would call me by the end of the day so the matter could be resolved, but I never received a call. This was my first service experience with Lexus, and I sincerely hope my next visit is much better. I chose Lexus because of its reputation for exceptional customer service, and unfortunately, this experience did not meet those expectations.O

The customer service was terrible. I could not get a hold of the service lady, Ashley. I had to call like three times. I left message twice and they couldn’t get a hold of her. They kept saying maybe she’s at lunch. This was at 12. I called at three. They said the same thing. I finally had to ask the girl to take my number so that Ashley could call me back. I didn’t think that Fox Lexus was so big that they couldn’t find her.. I never got this poor customer service at Lexus. I’m not sure what has changed or if it was just the individual. In the future, I would like somebody other than Ashley to assist me.

Worst service I could have, had to ask for a manger. No customer service skills by your representative.

Lexus people are so nice and generous

I have only ever had positive experiences with your team and I hope to continue to bring you my business.

Thank you for washing my car and for the easy drive-thru set- up, that was easy to get in/out. I love that!

Amazing attention and attitude

Excellent service by Ashley Angel, thank you.

Arturo is great he is very patient and professional, he keeps me updated and informed on what is being done to my vehicle. The process is always easy when I take my vehicle in for service.

Great service

No communication for 5 hours for a routine service appointment. I had to call 6 times and still never got to speak with my advisor. Sent my partner for my vehicle and was sent the charge link that I paid and my partner was Also charged. Called back to get his transaction reversed. No response no answer. Disappointed

Rene was friendly and courteous. Good experience

Ashlee was very nice and professional. She helped me get in and out very quickly. I appreciate her work!

Rene Polanco provided excellent customer service; he was professional throughout our interaction. However, I am disappointed with the service and parts operations at Fox Lexus. ​When I booked my appointment for a fuel pump recall, I explicitly informed the representative that I was traveling from out of town and specifically asked to confirm parts availability. Despite these precautions, I wasted six hours—four on travel and two waiting at the dealership—only to be told the part was unavailable. This experience was entirely avoidable and points to a significant lack of communication and coordination between your service and parts departments.

I needed help with digital aspects of car