Lexus Southwest Houston — Attraction in Houston

Purchased a 24 GX550 from this dealership and prior to the 1K mile service noticed the paint protection film to have issues. It was bubbly and wrinkled in a few areas as well as a piece under the door handle that was peeling. Sterling McCall stated I needed to contact Lexus corporate. I contacted Lexus corporate and they stated the dealership would be responsible. After some back and forth the dealer agreed they would help out and reinstall the film. They documented the defects in person at the 1K mile service. I was working with Matt Torres.

After a month of no communication I reached out to Mr Torres with no response. I ended up calling several times again, with no reaponse. We thought Mr Torres was no longer employed with Sterling McCall so I tried calling the service department directly. The folks that I spoke to were unable to pull up notes or information documented on the paint film issue. After yet another month Mr Torres finally responded to my text asking for an update. He stated we could bring the Lexus in to have the film on the mirrors replaced. I reminded him there were other areas that were defective. Our GX was dropped off for the 5K mile service as well as the replacement of the film. A loaner was provided and we were informed after a few days it was ready for pick up.

Upon arrival we learned the paint film wasn't replaced because Sterling McCall never had it in stock and Mr Torres didn't communicate that critical detail. Why they offered a loaner car for a simple oil change and tire rotation to keep our GX for several days made no sense.

Due to Mr Torres' slow and inaccurate communication we asked to work with another service advisor and was paired with Francisco. He answers our questions and met our expectations.

When it was time for the 10K mile service Francisco informed us the film had arrived and we could have it installed when brought in. I'm unsure who manages the service department text communication, but when they reminded us of the 10K mile service we requested a loaner since we were told by Francisco that the film would be installed during this visit. They responded that they don't approve loaner cars for those services. We asked them to check with Francisco with no response thus we weren't able to schedule the service. I had to reach out to Francisco who did help schedule the appointment along with a loaner car.

The first woman who assisted with the loaner wasn't friendly and in a hurry to take her lunch break. The second woman was friendly and professional. I'm experiencing that half the staff are genuinely friendly and helpful while the rest forget they're employed at a luxury car dealership. I've experienced better and more consistent customer service from Toyota, Honda, Mercedes and even CarMax.

Prior to returning the loaner I filled it up and drove 11 miles to the dealership. Later this evening I was emailed the loaner paperwork which documents a $7.55 charge for 3.4 gallons of fuel. It's disappointing somebody at Sterling McCall believes their credibility is worth $7.55. Doing the math I would've driven over 60 miles from filling up to require the service department to top off 3.4 gallons.

I'm on the waiting list for the squeaky front brake recall for our GX. We've decided to avoid Sterling McCall's poor communication and service and visit another dealership instead. Lexus makes excellent vehicles and the dealerships can't simply rely on a successful product with below average customer service as a business model.

*Update 8/26/25 Francisco did remove the loaner vehicles...

I rarely write reviews for these but this last visit forced my hand to write about my experience. On Sept 16, I dropped off my 2018 LC500 for a 60k service at Sterling McCall Lexus as part of the L-Certified maintenance service. 4 days later, on Sept 20, I returned to the service center and picked up my car. The condition of the car was dirty with dry leaves and dirt on the windshield and side of car, which gave me the impression that the dealer had kept my car outside after servicing (it rained the day before- no complimentary car wash was offered). Given that I was in a hurry as I needed to get back home for work, I quickly examined the car and it appeared fine. Big mistake on my part for not performing a full scan with a magnifying glass.

Please keep in mind that my LC500 is garaged indoors and it’s purely a pleasure car- driven once or twice a month locally (no freeway) for grocery.

On the morning of Oct 17, I was preparing to wash my car (I strictly hand wash at home) when I noticed that the passenger side skirt had several deep scratches- in several even parallel lines that were deep enough where the paint had scraped off and the white was visible. Specifically on the bottom of the side skirt where it’s not visible unless you look. My car was not taken out of my sight for the last few weeks after getting it back from the dealer (twice to a gas station and twice to a restaurant for take out, where I parked in front of the designated parking spot and had my wife wait in the passenger seat) so I immediately knew it may have have happened at the dealership.

I’ve been in communication (via text) with my service center rep, David, who has assisted me from my check-in process to pick up. I sent him about a dozen pictures from different angles to show the scratches and explained everything I wrote above. He apologized and said he will speak to his service manager regarding next steps. Today, Oct 21, he responded that due to how much time has passed, there’s nothing Sterling McCall can do. All he mentioned was that the service center quoted $600 for restoration. $600 is not a large sum and had I caused the damage myself I would have no issue getting it fixed but the fact that Sterling McCall refused to even look at the car in person or provide any level of responsibility or service for the damage (that most likely was caused from their service center) severely disappoints me. Out of curiosity, I took my car to a repair center for quotes and the repair center said the scratches look like someone underestimated the car hoist lift mechanism height and slid it underneath prematurely, which explains why only one side had the damage. Note that there is no damage to the front or rear bumpers, just strictly the passenger side skirt which measures approximately a foot and a half. About the same size as the leg of the hoist lift when swiveled underneath the car.

In light of the lack of basic customer service (at least make the bare attempt to inspect the damage) and no regard for after-care of the vehicle, our family will no longer be doing any business with Sterling McCall. I hope this review raises awareness for all customers to check every inch of their car (yes even the low hanging parts) before driving off or else you may face a scenario like I did. Fortunately, there are other Lexus dealerships in the greater Houston area so I’ll be taking my new car sales and servicing to West Side Lexus going forward.

Appreciate you...

My husband and I had a really bad experience here. My husband had been looking for a GX 460 SUV and we found one here. After looking at it we saw it was a little beat up so we paid $1000 to take it for a couple hours. On our return we tried to have them take down the price so we could use the money to fix it. The salesman Gilbert would not budge. He printed out a mint condition, same model vehicle and showed us how it was competitively priced. We had to point out some safety features, including the biggest being no reverse lights, handles that rotted off in our hand, and visor that fell in our face while we were driving. After blaming his boss, he agree to fix some things on the vehicle. With the signed agreement on, safety features that needed to be fixed we were ushered to the finance department. We paid $7000 down and finance the rest. My husbands ID had a crack in it so they asked if we would go to Costco and pay for a membership just to have a card with his picture on it. We left with the promised the vehicle would be ready in three days.

At the three day mark, I received a call asking if we got the ID from Costco. I asked about the vehicle but I was told it was not done. Then we went through a period with no communication. Finally, in the second week I Was able to get a hold of the salesman who told me that the vehicle had air conditioner issues. I then asked to speak to supervisor Dane and explain to him that they had all of our money and we had no vehicle. I also voiced my concerns that they were a luxury Lexus dealership that was selling a vehicle that had issues, including body damage and air-conditioning. He promised me that he would have the vehicle cleaned up very well and the body damage taken out. As far as the ID, I chose to go with a more legit way of filing with the DMV for a new ID. Worst of all, he admitted to me The course of action the salesman should’ve took was holding the thousand dollars and proceeding with the damage repairs.

In the second week they called me and told me the vehicle was ready for pick up. My husband went there and to our surprise. There were no reverse lights. Being so frustrated, we asked for our money back and we’re told that they could not give us our money back because it was past the five days return policy. After being completely irate because they put the loan through while we never received the vehicle. They told my husband that they could buy the vehicle back and he would just have to sit there and wait. Meanwhile, they fixed the reverse lights. My husband was completely frustrated he just took the car and left. We now have a car payment and have just received the vehicle!! I pray we have a reliable vehicle because that was the worst dealership experience I have ever had. If not for the name of the Lexus on the dealership, I would’ve thought that we were being taken for a scam by the way they ran this...