Lexus Southwest Houston Service Center — Attraction in Houston

BUYER BEWARE! Most of the staff here are dishonest and incompetent! I took my Lexus sedan here for a bearing noise. They first said it wasn't covered under warranty then reversed and said it was covered. The advisor Josue (josh) Garcia said i needed both front bearings and i was told they replaced both front bearings. I received a receipt for replacing one bearing. i called the director Larry Miller and he said he would "investigate". He never called me back and then i get sent an email with a new receipt that shows they replaced both bearings. The noise i needed fixed is still there. I send it back and tell them i don't believe both bearings were replaced. it still has a bearing noise. Again Larry Miller states he's going to investigate. He says he will have the techs lift it up and he will take photos of the new bearings. He never sent the photos. He claims he put his top tech on my car and this top tech claims my transfer case is what is making noise and that my entire transmission needs to be replaced. So, they replace my original factory transmission and transfer case with a rebuilt unit. I pick it up after several weeks and the bearing noise is still there but now my check engine light is coming off and on and there is an extension tool stuck under the chassis from the technician that worked on my car and it is also making noise. I take it to another shop for an inspection and they show me the tool stuck in my chassis and they show me exhaust leaks from the gaskets where it was removed to replace the transmission. I take it back to Sterling again. This time Larry says he's going to get to the bottom of it. Again they have my car for over a week. I call them for an update and Larry says they can't figure out the check engine light. I'm furious. I tell him well it's the gaskets at the exhaust. He says he will have them checked and will call me the next day. He never calls. The person that is the hero in all this is Holly Kaminga. Thankfully Larry Miller was off when i went back down there. I spoke to Paul Zapata a service manager there and he is clueless and couldn't care less about my concerns. Holly came over and spoke with me and i told her the entire situation. She immediately gets to work on helping me. She has both bearings checked and sends me photos. Only one bearing was replaced and the gaskets are both leaking. She has the techs redo all the work that was done or wasn't done and the second bearing replacement fixed the noise i was originally having. She updated me daily as the repairs were completed. Holly Kaminga needs to be promoted to Director of Service. Larry Miller, Paul Zapata, Josh Garcia, they should all be terminated! The tech that worked on my car needs to be fired as well. What a joke. I feel sorry for other customers who have no idea what kind of people are servicing their vehicles. I will be contacting Lexus customer service to file complaints...

I went to the Sterling Service Department to get an old change on my RX350. The service representative advise me to replace the passenger side front and both rear tires because they were unsafe in additional to the oul change, etc. The cost to replace them was $786 plus taxes. I agreed to do the service for over $1000 and left the car at the Dealership. When I went back to pick the car the next day, I noticed the have a new tire and the old tire on the front, which caused to car the car to to jolt when you press the break above 40 miles an hour. Neither did I received the complimentary car wash. I payed the bill(over $1000k) and left. About 20 minutes later the service rep contact me to asked me when I was going to pick the car(I guess they were not aware). I explained them the situation and the rep asked me to bring the csr back to for them to take a look. I then drove the car on the road with a technician and he mentioned the sudden shock the car make when we pressed on the brake was because of the rotor or the brake path. We went back and I agreed to the change the brake(I do not want my family driving an unsafe vehicle). The rep quote $365 for taxes plus taxes. They did not honor the 10% discout because according to them the brake path was already a great discount price. I immediately realized they were too money hungry and left the store because It felt to me they were not focusing on the customer experience. They are charging a premium service fee for a...

I Had oil leaking on my way near service center, so I felt let them check it out last night Friday , left car over there due to transmission output axle shaft oil seal not set it right, and charged me 4 hours labor fee $ 792. it can be done within 2 hours according to book for replace a new rubber seal, the advisor Justin is insisting on estimates charging and bad reputation for this company. Car was in shop 1 hour before closing, and got my car back 2 hours after opening Saturday 2/25. No techs will work after closing, scammer. I was asking for manager but said not available lier. This kind of charge , I had to sign the paperwork and paid the invoice # 1234901 in order to get my car back for work again. Overcharging service center……and commission base advisor is not helpful at all…, those people once get money will not come out from their pockets again . Refund me and don’t say you can not find me for any kind of excuses to work with quotes again..you got all my information at car loaner… Updated …after 2 months of whining sound came out , checked the transmission oil level, it was a quarter shortage.....