I brought my 2016 Lexus IS-200T in for a front windshield replacement on May 13, 2020. I was contacted by the service department to pick up my vehicle on May 14, 2020, I immediately noticed paint damage on the edge of the roof, directly next to the windshield seal. I contacted the service manager right away to file a complaint.
The service advisor scheduled me to bring my car back in on May 16, fast forward to the 27th (11 days later), I received a picture of my vehicle with another DAMAGE next to the bottom part of the window seal, i reached out to Clem Sisneros and he is now claiming that the damage “has been there for a while” because there is rust visible and they will not repair it - after a long discussion with Clem, he finally offered to repair it using touch-up paint!
I was scheduled to pick up the car today 6/6 and when i picked it up, the interior was filthy, covered with dust (which clearly shows that it was left out without a windshield possibly for weeks, a new paint scuff on the hood has appeared!
They (Longo Lexus) have been the only people to work on my car. Based on other Yelp revious this dealership is clearly negligent when handling their customer’s vehicles.
6/8/2020
Philip Z. VERIFIED CUSTOMER
Please fix my email Because There was an error on paper.
Me Man Wong was really professional and I am happy with his service
Philip Z
6/8/2020
Benjamin J. VERIFIED CUSTOMER
Man Wong did a great job getting me in and out of there. Customer service was on point!
6/8/2020
Michael K. VERIFIED CUSTOMER
TJ was great! Love the service and enjoyed the whole experience!
6/8/2020
Chenxu Q. VERIFIED CUSTOMER
It’s always faster than expectation. David is a very nice guy to work with. Very informative, helpful and nice. Even with the mask he keeps smiling which makes me feel warm and home.
6/8/2020
Danny C. VERIFIED CUSTOMER
Beau had arranged the appointment. Although, he had previously mentioned, David Rodriguez, or someone else would help me. When I'd arrived, Man Wong had provided me exceptional service, and I commend him for his professionalism. Please extend my Thanks and Appreciation to Man.
Although, when the cashier (Onar) handed me the bill, they did not include the $40 special for the Four Wheel Alignment Service. But, when I'd notice the amount, it needed to be corrected.
6/8/2020
David S. VERIFIED CUSTOMER
My problem was not with Rene Reynoso but with my overall experience! I had my car taken to Longo by a Lexus Roadside/AAA row truck on Friday and likely arrived at the dealerships around 2pm, I called several times and could not be told that my vehicle was received! I called again on Saturday morning and again was advised that they could not tell me if the vehicle was there! I asked to speak with a service manager and was transferred to a lady named Sylvia, she came on the phone and quickly transferred me to Rene! At no time did this lady ask how she could help me or ask what the problem was!!! Rene went out to the service lot, found my vehicle and called me back to advise me it was there and would be serviced!!! Rene was outstanding, the others I spoke with were simply not!!! I was very unhappy with this particular experience!!!!
6/8/2020
Geo R. VERIFIED CUSTOMER
Taking my vehicle to Longo Lexus and having my service advisor as Rene was the best experience ever! I had took my vehicle over to another Lexus and did not receive the same service nor did I get my issue with my car fixed! Rene and his mechanic were able to find the issue with my vehicle and got it back to me within hours of drop off! I am so thankful for Rene and the mechanic! Thank you guys for your service!
6/8/2020
Shuang T. VERIFIED CUSTOMER
Beau Ly was outstanding with his customer service. I enjoy his conversation and his expertise on my vehicle service requirements. I greatly appreciated the professionalism and immaculate detail cleaning that I received at Longo Lexus. Thank you. Definitely come back for my LX and GX.
6/7/2020
Serina P. VERIFIED CUSTOMER
Kelly Yang has impolite attitude to service customer, actually, he has no idea about his job function at all.
He has no mechanical expertise but give us a lesson with attitude which make us very uncomfortable plus the steering handler vibration symptom can be duplicate but did not solve. Lexus reply it is normal for they have tested several cars all the same. I totally disagree with the feedback, I think no customers would like to drive a car with intermittent vibrated steering handler especially a Lexus.
Kelly Yang talk to us laying back on his chair with leg crossed while we are humbly standing in front of him and his voice is demanding like we are doing something wrong, I really hope lexus can detail review this employee and let him know what is service and customer meaning.
I reserve my back check right for this case and feel sorry for Lexus service.
6/7/2020
William L. VERIFIED CUSTOMER
Why is it that when I showed up to drop off my vehicle, every department was able to find me but when I show up to return the rental car, my service representative wasn’t told? I waited 2 hours in the lobby only to be told “you didn’t check in with the front desk” but yet the complementary vehicle department was able to look for me to charge me for the gas balance on the rental car. This is definitely not Rene’s fault. Longo, get your **** together.
6/7/2020
Deserie B. VERIFIED CUSTOMER
Edgar Anzaldo was great I was completely satisfied with his service!
6/7/2020
VIVIANNE MARIE. VERIFIED CUSTOMER
Man Wong did an excellent job. He addressed my concerns and filed my Claim for the extended warranty.
6/7/2020
David H. VERIFIED CUSTOMER
Good job thanks
6/7/2020
Derek C. VERIFIED CUSTOMER
Jim is the best advisor. Always giving updates and prompt in letting me know what issues were found and lays out all the details needed to make an informed choice
6/7/2020
Sergio R. VERIFIED CUSTOMER
Amazing service by Kelly YNg
6/7/2020
William S. VERIFIED CUSTOMER
Francis is the best and the service was completed quickly and thoroughly.
6/7/2020
Mitchell P. VERIFIED CUSTOMER
Appreciate the updates throughout the service and working to solve any confusion throughout the process!