Lexus of Tacoma at Fife — Attraction in Fife

Stay AWAY from this dealer if you care for good experience, YOU WILL BE FRUSTRATED HERE! This dealer’s people are not professional trained and qualified to deal with cars and severely lock customers service skills. They are just push buttons employees. Not what you spect from a luxury brand. They are not different that your VW,s Hyundai’s I had four interactions with Lexus of Tacoma at Fife. Every single one pretty bad. First service, I was 6k miles early on the recommended service schedule. I wanted only tire rotation and oil change at just over 4000 miles. I specific ask for these only and I suggested I pay for oil change. Well they did the full 10k miles service and did not charge so I did not question. This is important as you will read later. Third time- it was the fuel door recall, door did not open (on a 6k miles car). When I called the dealer on this I didn’t knew there was a recall. You will think the service advisor will know about this issue since it was a recall already. So they tell me the only thing I can do is bring the car in. I’m about at least an hour sway and I did not had time to bring car right away. Ask how can I open fuel door- she said that there is no way other than bring car in. Well bad services, I ended up looking it up of course there is a manual release. I can’t believe the advice they given. So I bring the car 4 weeks later, just to tell me that the door needed to be order. Could they had told me this over the phone of course I given same info. Now I just wasted at least couple hours without traffic. Well l let the service guy know all these, eventually after few minutes of me complaining he suggested that he will see if there is anything available, well he found one and installed- think about this what you have to do in this dealer to get you stuff done. Now last time - I when for my second complementary service of 10k miles. This is when the oil change needed to be done for free (not really I pay for whey I bought the car) I ask the service guy specific for just my last free service of 10k miles and included the oil change that I was going to pay for it because they had done for me an early oil change. This is import to me and you too, they don’t listen (are not capable, is all about the money not the product or service we pay for) the service rep only choice give me was the 15k miles that I will have to pay for it. Remember I keep asking him for just 10k miles service and I will pay for oil change. Car has 9300 miles and is just over 4 months past “recommended” service, or second free service that comes when you buy a Lexus. Sadly the only choice I was given is the 15k service that now I have to pay for it. I agree to that given me no other choice and choose not to do the oil change since was early again. This is all wrong and BAD customer service. There is two “free service that comes with purchase of new Lexus. I got one at 4k miles and when for the second service of 10k miles at 9300 miles about four months after recommended. Is this looks right? Of course NOT, they only give me one free service charge for second. The only thing here is the 4 months later, but I did ask the dealer before if these free service need to be right on the date. They said not as long is within reason. I think four months only difference is within reason. I did try to complain when I pick the car after service was done. I ask for manager or supervisor. The rep when to talk to this guy couple times. But he said there was nothing they can do and I have to pay for my second free service. This manager did not have courtesy or courage of speaking to my face.

First time I was looking to buy NX350h they were adding $6K (don’t remember the exact amount) of markups and junk items above MSRP (this was in 2022 when inventory was short) yes this dealer is one of those. I did not buy from them, also i was inquiring on the plug in hybrid. To my surprise the bold head sales guy try to tell me that plug-ins hybrid do not exist only hybrids & pure electric. Unfortunately they are the closest...

This has been by far the worst car buying experience we have had.

In December 2024, we purchased a 2023 Lexus LC 500 Convertible. The vehicle was advertised as "used”; However, the LC 500 Convertible had only 250 miles on it and was only owned by Lexus of Tacoma, as a demo vehicle. The purchase price was a six-figure number. After we test drove the vehicle, we mentioned to the salesman Nick Dang, that the windscreen was missing as was the second key and the owner’s manual, to which his sales manager told him to tell us "If you aren't happy with the car don't buy it"!

We had no issues with the vehicle itself, aside from the fact the car was covered in dirt and mineral deposits. All we requested was all of the parts that Lexus of Tacoma, showed in their online photos and the autos window sticker. It took the Dealership 3 days to find the "missing" key and owner's manual. When we got the vehicle home, we noticed that all of the tire changing tools were missing.

Again, we contacted our salesman, Nick Dang and received a response that stated, the vehicle has run flat tires, and that Lexus did not include a Jack Kit Assembly for that model vehicle. Regarding our request for the Wind Screen, we were told that “it got lost or stolen”, however our trusted (not) Salesman, Nick Dang will look to see if he can “find” a Wind Screen. Of course, we have absolutely no faith that Nick Dang nor Lexus of Tacoma will follow through. The cost to replace the windscreen and the missing tire tools will be well over $1000.

To add insult to injury, it was not until we got the vehicle home that we noticed that on our Bill of Sale, Nick Dang and Lexus of Tacoma added the cost of 3 options that had been previously been installed in the vehicle 1) Lexus Top Coat Ceramic Diamond Protection (Installed February 16, 2023) 2) Dash Cam (Installed February 16, 2023) 3) Window Etching for Theft Protection (Installed February 16, 2023) .

When we further questioned our Salesperson Nick Dang, we were told that we were not charged for those items. He was obviously not telling the truth, as I ran the numbers myself on the Bill of Sale and all 3-line items had been added to the purchase price of the vehicle. For almost $2,400 in unauthorized charges on our Bill of Sale, we received an external detail. This was after we had already agreed on a price.

Lexus of Tacoma hid from us that fact that the vehicle we purchased, whether new or used, was missing equipment that is advertised as included. Lexus of Tacoma hid behind the "Its a used car" disclaimer and then had the audacity charge us for options that had been installed almost 2 years earlier. Options, I am sure would only be available on a “new” vehicle purchase.

The way we have been treated by Lexus of Tacoma is an embarrassment to the Lexus brand and the O'Brian Auto Group. The O’Brian family should be ashamed of the way they allowed and perhaps encouraged their employees to gas light customers, change purchase agreements and not stand behind their products.

All we have requested is that Lexus of Tacoma do “the right thing" and provide the level of customer service that Lexus is supposedly known for. As expected, based on other customer reviews of Lexus of Tacoma and the O'Brien Group, we received platitudes, gas lighting and no resolution to our relatively minor requests based on the price that was paid for the vehicle.

Very...

Went in for an unscheduled oil change and was taken Immediately and done within the hour. This O’Brien group always on their A game with their customer service. I recommend this group over any other dealer that sells Lexus. They have to Locations Fife Washington and Bellevue Washington. If you have a repair that will take more than 2 hours or you just have a errand to run, They loan you a car and not just a old car, They want you to know they appreciate your business and you will leave to run errands and or your car will take a day , know that you will be in a 2024 500H top of the line Lexus at 59,000 dollar car. I once had my car in there state of the art detail shop that’s on site and I own a dog , The detail shop cleans your car of every dog hair and every spect of dirt like you just bought you car brand new again for 230 bucks. They offer Tint cheaper than any tint shop in the area. The best perk in detail thru Lexus at the O’Brian group your driving a new car til there finished. One other thing to note about this O’Brian group in Fife Washington it don’t stop there they also have Volvo and Range Rover Dealerships on sight. I just get excited about talking about this. Group and been a proud owner of my certified Lexus for over 2 years now. Best service dept ever, professional staff as soon as you enter the driveway, customer waiting area is a great experience they have a full line of drinks and snacks to satisfy anyone waiting for their car over 10 different drinks to suit your tastebuds with. Private seating with dividers for a little privacy and if you have a business call to make they have soundproof cubicles so your business stays your business. The last thing I could say if it’s time to get a new ,used or highly recommended certified car the salesman will greet you in professional attire treat you like family and their finance department is second to none making it a quick painless experience , Lexus of Fife is the group you want servicing your Lexus . “Have a great rest of your year to my extended family at Lexus Fife !!!😎💯” A special Thankyou to my upmost Professional help me anytime I need anything , my go to Service Manager Kenny. The style and expertise is a person you want to have as a manger of your car. The whole service dept on a whole are just Top notch also since everyone can’t have Kenny lol as there service manager or we would not need everyone else. This team in service will be like a Kenny and you will be happy also. I know this review is long but every dept here in Lexus of Fife Washington is worth mentioning other than the oil change I had done on Aug 9, 2024 . Hats off to all the Certified Mechanics you have touching your car the behind the scenes performance men and women that truely make your experience here worth being a lifetime customer to this O’Brian group!!! Proud...