Lexus Clear Lake — Attraction in Houston

It is with profound disappointment that I write this review. Unfortunately, I will never do business with your dealership again. If you were the last Lexus dealership in this town, I would abandon the brand altogether and move on to a different manufacturer.

On November 23rd, I brought my Lexus in for its 10,000-mile maintenance, confident in the quality and service the Lexus name represents. However, what followed was an experience I never expected—one that left me feeling dismissed, unvalued, and utterly disillusioned.

I was informed that because I purchased my car from a Lexus dealership out of town, your dealership is not obliged to honor the Lexus maintenance agreement, which clearly covers my 5,000- and 10,000-mile services. Instead, I was advised to drive nearly three hours to the original dealership for servicing because it would “cost too much” for your team to complete my maintenance. Alternatively, I was told I could use my pre-paid service package—essentially asking me to pay again for something I’d already paid for.

Confused and frustrated, I asked to speak with the service manager to understand why my 5,000-mile service was completed without issue, yet the 10,000-mile service was being denied. I was told the service manager was on vacation and advised to call the Lexus customer service hotline or “keep trying” to contact the dealership where I purchased my vehicle.

Determined to find answers, I insisted on speaking with someone in-house who could address my concerns. David, the gentleman at the vehicle drop-off area, initially insisted there was nothing more that could be done, though he remained polite. I persisted and eventually spoke with a man named Tony in sales, who acknowledged he wasn’t involved in service matters. Finally, David sought out another manager who reluctantly came out to speak with me.

This individual’s demeanor was not only unfriendly but also deeply condescending. His patronizing comments, combined with his unwillingness to resolve the matter, were both insulting and disheartening. He reiterated David’s explanation, stating that “we don’t have a budget to cover your 10,000-mile maintenance” and that “this was a dealership-specific arrangement.” He suggested I return to Austin, as they would “probably do it for you.”

Defeated and exasperated, I left your dealership and drove to another Lexus dealership, where my 10,000-mile maintenance was completed promptly and without any resistance. They confirmed, as I had always understood, that my service was indeed covered by the Lexus maintenance agreement.

Shortly afterward, I received a call from the Austin dealership, which further confirmed that my experience at your location was entirely out of line with Lexus standards.

I write this review not only to express my profound disappointment but also to emphasize the irreparable damage this experience has done to my trust in your dealership. What should have been a routine maintenance visit became an unpleasant ordeal.

This is not what I expect from Lexus—a brand I chose for its reputation for excellence, integrity, and superior customer care. Your dealership’s actions have not only tarnished my perception of your location but have also forced me to reconsider my relationship with the brand as a whole.

I hope this feedback serves as an opportunity for reflection and improvement. No customer should feel the way I did when they step into a...

Visited this location May 18th. Getting in contact with people here is horrible. They don’t return calls so it’s no point of leaving them a voicemail. I even tried reaching out to Lyza Postel, GM and got no response. Was interested in purchasing a 2016 Infiniti QX60. Wasn’t able to make a deal which is fine but that’s when the customer experience went down. Originally customer service was great when I showing seriousness of purchasing the car and put deposit down. Fast forward it’s the 23rd and I finally heard back from my credit union. They advised that they didn’t want to do the deal because the year and price of the car is high. Along with having high mileage. I tried to negotiate price to get deal completed and Crystal, sales person was firm on NO price isn’t negotiable. She said for me to take into consideration that they are fixing the back passenger door damage as to why the price is higher. The back passenger door looked like it was involved in a side swipe leaving extensive amount of damage. So I made several attempts to get in contact with someone higher up in the sales department and finally got Antonio “Tony”, pre-owned sales manager and he wasn’t bulging much either. I texted Crystal to advise I wouldn’t be moving forward with deal it was like she didn’t care and was unbothered. So I reached out to Deja in finance to advise to refund my deposit I put down and advised why I wouldn’t be moving with forward the deal. She proceeded to tell me ok that it’s taken care of. Then asked why won’t I just use one of their lenders that she sure they can get it approve. Getting approved isn’t the problem and I told her what my credit union said. So I’m like based on what they saying it don’t make sense just to use on of your lenders just to get the deal done. When you’ll not bulging on price which is the problem. It was the 28th and my deposit still wasn’t refunded. So I called Deja that morning directly no answer left message. Called her again directly after 4pm still no answer. So I called main number asked for finance and after second transfer attempt Deja answers. Once I told her who I was she says “oh I was just calling you back” LIES how you calling me back but answering an incoming call. When I advised her it’s been 4 days since we spoke and I haven’t received a receipt of refund nor my refund. She got quiet and came up with another quick lie I can tell. Because she says oh normally when we issue a refund it a click of a button. But “in my case” she will need my card information again to have refund process. So at that point I’m like ok why did you lie to me on the 23rd and told me it was processed. Or once we got off the phone and realized you needed my card information why didn’t you call me back. She says laughs and says “that’s why I’m calling you back now” I said no actually you didn’t I’m calling you back 4 days later and it took several attempts. Then blamed it on the busy Memorial weekend holiday but I brought it to her attention this all happened before the Memorial weekend holiday. She asked me for my email address which she didn’t do last time point proven it was never processed and she lied to me. I got confirmation immediately and received my refund finally...

Please do not let this rating reflect on Phil in the Service department, he gets 5 stars. Others in the service department such as Luis, who was very nice to work with and deserves recognition as well as Johnny, are not a part of this negative review. I feel that these gentlemen are and trustworthy and helpful. The entire Sales team I’ve encountered has caused a terrible experience. I see where the insult referring to used car salesman comes from and why other reviews call this place a Stealership. Tony Tomps, Sales Manager- 0 stars. Not following through on his word and lack of communication. Funny how these people will harrass you to make a sale but disappear into thin air when an issue arises after they have your money. Lexus Clear Lake will sell you a used car that needs thousands of dollars in work, and their response after the fact is “it’s a used car”. They don’t do any of the recommended maintenance for the mileage, for example 60K miles that I bought this car at, let alone things actually needed before selling it to you. We came in for our first oil change with a costly list of things needing to be done. It seems like nothing is covered under the extended warranty we paid thousands of dollars extra for. They would not even replace a faulty fuel cap costing $50 without a $400 diagnostic test first. I am told it’s their company policy according to Fidel. Fidel, Service Manager- 0 stars. He said that they are discounting the recommended work stripping all the profit they were going to make from the transaction. He must not think I can do simple math because it’s only a 20% discount. He also said I may be better off waiting for a 50% off promotion that they do from time to time. Hmm the math is not quite adding up telling me they are doing me this big favor, and poor them making no profit lol. He thinks he is smart, and I don’t know I’m being manipulated but in reality, I recognize it after being manipulated by the sales department. I asked for the offer (equaling approximately 20% off) in writing which he agreed to and failed to provide. Then he proceeded to hassle me over the return of a loaner car when I had been trying to get a call back all day about the status of my vehicle so I could pick it up. Only to get a call an hour before closing. Sales talks bad about Service saying they are just trying to sell you things you don’t need. Service says Sales has the ability to make things right and cover these things. However they refuse to make things right. This makes Lexus Clear Lake as a whole seem untrustworthy. This is my first time buying a used car, which was for my daughter, and we feel taken advantage of. I did not negotiate a thing during the buying process, and paid full asking price. I trusted them to do the right thing and they have not. As I told them, I just paid off my Cadillac xt6 and was planning to buy a new Lexus GX from them. They have treated me very poorly, I will not be doing business with them again. Neither will my friends and family whom I will warn along with anyone else the topic comes up in conversation with. This is mostly due to Tony and Fidel. Again, Phil...