Westside Lexus Service Center — Local services in Houston

None of my appointment details were conveyed from the person who made the appointment to the service consultant. Karla asked if I was there for an oil change and tire rotation. I responded with "I am here for much more than that." Big delay in sorting this out when I needed to leave for another appointment that day - it took much to long to get me out of there in the loaner I needed as they were not expecting me to need one because that was never passed on either.

I also am a member of their "Tire and wheel protection" program which I was sold when I purchased my lexus. They were not prepared for this service and when I told Karla that this was the main purpose for me coming in for service she seemed annoyed. And then she told me on this Saturday morning that they would need my car until Wednesday if I wanted the Tire and wheel service. You could tell that they didnt want to do it. I held firm and said that I paid $1000 extra at time of service to have 5 years of protection and I needed to get it done.

I instructed Karla to call me before any maintenence was done outside of the oil change and tire rotation so I could approve or deny the services based on the cost. I heard nothing all day Saturday and I dropped it off at 8:15am.

So Monday rolls around and of course they want to sell me a bunch of services that I didnt want so I denied those being done.

I called back to speak to Karla my service consultant and they receptionist "Joyce" transfered me to a Nathan's voicmail. Then I called back and told her this and then she told me that Karla doesnt have a voicemail. So I said - can you transfer me to someone who will pick up the phone in Service that can track her down. She then transfers me to another agents phone that did not pick up. Why would I leave a voicemail on any of these peoples phones If I dont even know if they will be in that day or not. Joyce was the rudest Lexus receptionist I have ever spoken to in my life and this is my 6th lexus vehicle - never experienced someone who would not respond after I asked her a question and 30 seconds I am not exagerating 30 seconds would go by and she would not say a thing. I said "Are we just going to sit here in silence amazed at what was going on and she responded - I was just going to wait until you were done! - Well 30 seconds of silence has passed so how much more time do you need to realize my question is over - She had the biggest attitude in the world.

So I never got transferred to my service consultant and didnt receive a call back for hours later. I then told her the services I wanted and instructed them to proceed.

I told her when she finally called me back on Tuesday afternoon that I would not be able to pick up my vehicle until Wednesday at 7am sharp because I had an appt in my office at 8am.

So I get there at 6:55 wait for them to open the doors go into pay for the services and then they tell me to wait for my car. I see the car attendant come back and say he cant get the car out because its blocked in. I dont know why this issue was not being dealt with when I was checking out and paying for my service. I had to wait for them to get someone else over there to get my car out. When I received my car it was not washed or vacuumed out at all - nothing was done that normal lexus dealerships do everytime.

This experience has got me even considering buying a non-lexus vehicle next year as there doesnt seem to be a Sewell Lexus equivalent in Houston. I would never go back to Westside Lexus again Nor would I recommend any of my collegues to do so.

Horrible experience...

1.0 star rating 1/24/2018 1/24/18: I am 52, and I have been dealing with and driving Lexus cars since they first came out (1 gs300 and 3 Ls430), 1 sc430). After working my job of 30 years, I even sold cars for 2 years and own several classic cars. So my point is I know cars and the cars business. Saying that I must say the service I got form Westside Lexus is the worst I have ever had. I live in St. Louis and found a low mileage 06 Ls430 (50,074). The service history was excellent, the car fax was clean, and it even was a 1 owner car that was regularly served at Westside Lexus. The car was for sale at MBK Auto Group (they purchased it from Westside Lexus.). I had them send me a copy of the title, and was able to find and talk to the original owner, who assured me the car had never been in a accident or flooded. So, since the car was regularly served at Westside Lexus I ask MBK would that take it to them and have it checked out for me. THEY HAD NO PROBLEM TAKING IT THERE. So, my next step was to call Westside and explain to them that I was having the car brought to them, and I live in St. Louis, and to really look the car over for me. So, I agreed to have the a oil change which came with a "WORLD CLASS INSPECTION". (Since owning Lexus cars, this is always done and recommendations are given with service). Once the car arrived, I was given a call to let me know it was there, and a day later to let me know the service has been done. I was told that it was really a nice car, and what they "observed", was: washer fluid low, next service check brakes, Throttle body is clean, and all tires require inspection next service. I even asked the service guy would you buy this car, and he replied, Yes I would. So feeling good about the car I paid for the service, and notified MBK that the car was finished, and for them to set up shipping. Here where things get interesting........ When the shipping guy dropped the car off it had 51,001 miles on it ( 27 MILES SINCE LEAVING THE DEALERSHIP). When the car arrived it was around degrees, so I let it run for a while and checked it. The first thing I noticed was a burning oil smell. Next, I noticed the cars heat never got warm. So I left for work, and checked the radiator the next day and found the overflow BONE DRY. I also noticed oil spots in my drive way. So, now I'm getting worried. So I called the Lexus dealer here and set up an appointment (could not get me in for a week). I noticed it was leaking oil pretty bad (Made a mess of my driveway). So I watched the oil level closely, and waited for my appointment day. Since I would need a safety inspection I told them to go ahead and do it (this is the same inspection and printout that should have been done at Westside.) After looking over the car they called me into the service area and this it what they found: (I video recorded everything)

1. Replace right front lower control arm bushings $597 2)Found both valve cover gaskets leaking $600 3)Hood struts no longer supporting the weight of hood $468.88
2. Recommend timing belt and water pump based on manufacture standards regarding Time. $1525 5)Replace front and rear brakes $437.00 x2 6)Found coolant reservoir/radiator low
3. FOUND DRAIN PLUG TO BE FINGER TIGHT AND LEAKING OIL. All together $4438.79 Now if they would have did what the Lexus Dealership did here in St. Louis I would have had the option of backing out of the deal, get the car at a reduced price, or have the selling dealership fix...

I am writing regarding the deceptive behavior that is being practiced at Westside Lexus.

I brought my vehicle to your dealership 06/05/2023 because my vehicle would not start and informed them that my vehicle is under warranty, which was looked up and verified.

After day 1 I was told a diagnostic was run, and no determination was made on why my car would not start. After day 2 I was told to bring my spare key to the dealership After day 3 I was told there was "rodent damage" I was told the ridiculous explanation that "because of the evidence of mouse footprints on my battery, it was determined that a mouse cut one of the cables leading to my battery" and that was the reason my car would not start. *so after the THIRD day of looking under my hood and inspecting my vehicle, touching and moving things around under my hood, touching my battery, wiggling this cable and attaching that cable...I was told there were "mouse footprints" on my battery. How ridiculous.

When I went to collect my vehicle, my receipt reflected

$687. for "labor and parts" and "shop supplies" for $20.00

My receipt also reflected that I "declined" a recommended alignment which I did not. No person EVER spoke to me about an alignment, yet it was reflected on my receipt that I declined the service.

Being that I am extremely disturbed at this series of events, I returned to the dealership and spoke to Jacob Hershman the Service Manager about my receipt and the issue of declining services. He never gave me an answer about my receipt and why it did not detail the parts that were used, or the amount for labor. I also asked Mr. Hershman several times to call Thompson Truong over and ask him in front of me if he discussed my car needing an alignment. He told me Thompson was busy and I told him I didn't mind waiting. He then told me Thompson was too busy to be pulled from what he was doing. Reluctantly, Mr. Hershman agreed with me that I could not have declined services that I was never informed about. He looked at some notes, and said that the tech recommended the alignment, but the advisor in fact never relayed that information to me. He then said, if I still wanted the alignment, that he would "take care of it" just come back and talk directly to him about it.

This entire series of events is fraudulent, deceptive, and insulting. Fraudulent- I never declined services Deceptie- A receipt that does not reflect detailed services performed Insulting- "mouse footprints" as a diagnostic result after 3 days of investigation

As a consumer, I have rights. The Deceptive Trade Practices Act, outlines steps that I can take to resolve my issue with this dealership. The first is to speak with management of the dealership which I am attempting to do with this email. I will continue to move up the company chain and ultimately file a complaint with the Texas Attorney General, the BBB, and the Federal Trade Commission if need be.

As a retired military disabled veteran, I believe in the fair treatment of not only service members, but all individuals. Businesses should NOT be able to get away with deceptive practices and misleading behavior. I paid the amount charged to get my vehicle repaired because I had to, but I will NOT return to this dealership to ever have my vehicle serviced again, and I will not recommend this dealership to anyone for...