Westside Lexus Service Center

SB

Sylvia Bond

13 Aug 2026

Service is horrible at Lexus. They don't return calls or keep you up to date as to when my car will be ready.

EG

Evan G

27 Jul 2026

Edit: no reply when reaching out to Jacob. It was an empty reply on here to look like they care. They don’t.

Original:
Would have been great if the service advisor told me about the extended coverage for sticky dash on my 2012 is350 years ago when I brought it in for the air bag recall.

Now I’m getting quotes over a thousand to replace.

Dirty business, don’t recommend.

HH

habibur habib Local Guide

25 Jul 2026

I had a very disappointing experience at the Lexus service center today. I have Lexus 2023 es h .I arrived for my scheduled service and waited for 1 hour and 40 minutes without anyone working on my car. After making me wait all that time, the service advisor finally told me that they would not be able to service my vehicle today. I go there 3:30 pm and he 5:15 pm he returned my car keys not serviced

This was a complete waste of my time. If they were unable to service my car, they should have informed me much earlier instead of keeping me waiting for nearly two hours. I expected better customer service and communication from a luxury brand like Lexus.

I understand that unexpected delays can happen, but failing to respect a customer’s time is unacceptable. I left without receiving any service after spending almost two hours at the dealership. I hope Lexus improves its scheduling, communication, and customer service so others don’t have the same frustrating experience.

SK

Senthil Kumar Ramanathan Local Guide

30 Jun 2026

I recently had my second service completed at Westside Lexus, and unfortunately, I did not see any improvement despite the feedback I provided after my first visit.

The service experience feels incomplete because customers have to ask for everything. Even after the service was finished, I had to request the Vehicle Service Report instead of receiving it automatically. Basic communication and transparency should be part of every service visit.

Another disappointing experience was regarding the wheel alignment. I have a few minor scratches on my wheels, and Westside Lexus quoted me $240 for a wheel alignment. Lexus provides one complimentary alignment check within the first 12,000 miles, but I was told it would not be covered under warranty because of these cosmetic scratches.

I am not asking Lexus to repair or replace the scratched wheels under warranty. I simply wanted the wheel alignment performed based on the Lexus complimentary alignment recommendation so my tires wear properly. I don't understand why minor cosmetic scratches should prevent an alignment from being completed under the available coverage.

I also purchased an extended warranty for approximately $2,500 when I bought the vehicle. Based on my experience so far, it doesn't seem to provide much value. At this point, it feels like paying for routine services such as oil changes as needed would have been a better option than paying a significant amount upfront.

Overall, this has been a disappointing ownership and service experience. I will not be returning to Westside Lexus for future service and hope they improve their customer service, communication, and support for their customers.

GA

Gleaux Aesthetics Local Guide

26 May 2026

Extremely disappointed with the customer service I received from Westside Lexus. After servicing my vehicle, they placed a large “Your First Service Is Free” sticker directly on my windshield. However, when I attempted to have the advertised offer honored, I was met with confusion, denial, and unprofessional behavior.

I first spoke with Hope, who instructed me to contact my service consultant, Jong Lee. When I spoke with Jong Lee, she told me that “those kinds of stickers don’t exist.” After she asked me to send her a photo of the sticker, I immediately did so. Instead of resolving the issue professionally, the call was abruptly disconnected, forcing me to call back and request a manager.

I was then transferred to Theresa, only to later find out that she was not actually the manager. After explaining the entire situation all over again, I was finally transferred to an actual manager, who then informed me that I needed to speak with the service manager instead. At that point, after being transferred around repeatedly and given conflicting information, I was beyond frustrated and ended the call myself.

For a luxury dealership, this level of customer service is unacceptable. The lack of accountability, poor communication, and refusal to honor a promotion they placed on my vehicle reflects very poorly on the dealership. I expected professionalism and customer care from Lexus, and unfortunately, that is not what I experienced.

LT

L T Local Guide

21 May 2026

I've purchased two vehicles from this dealership! I recently purchased a used RX350 for my daughter and the driver side wiper arm was misaligned. I tried to do it myself by taking the 14mm bolt out. Apparently it's known for older models that once you take off the bolt it could be still locked and you would have to use a tool to nudge it off. Long story short I told him the issue what they had to do. My service guy told me it would cost me $260 to have them look at it and if the wiper motor was out $700-$1000!

I told him it's not the motor and they just need to adjust it! He told me sorry it'll will be $260! I declined the diagnostic fee and took it down the road to Lexus specialists repair shop and they did it for free!

West Side Lexus I am no longer getting my car serviced at your dealership! Thank you for treating your loyal customers (2 cars purchased) like this!

LB

Liz B

14 Apr 2026

I brought our car in for service here and when I went to pick it up and they brought our car around, we could hear cranking as the rim hit the floor of the garage as our car was being brought around. No one mentioned it or said anything about it I guess thinking we were complete idiots and would ignore or not notice that the back passenger tire was busted. On top of that, there was a huge Crack across the windshield. And the car had been driven.over 100 miles while getting its 10,000 mile service. On top of that, I have GPS in the car and that had been disabled. When I brought it to the attention of the service manager Jacob, he tried to gaslight me and say I brought it in with the tire lije that. Complete lie. And also said the windshield was cracked. The only thing he'd admit to was driving the car to "test drive it" and that the "GPS had to be disconnected during the 'test drive.' Test drive it more than 100 miles?? And remove my GPS? I then went above him to service Mgr Michael who denied all of it. I do not trust Westside Lexus to touch my car again. The managers are dishonest and there's something strange about managers "test driving" cars there for service over the weekend. The fact that he disabled my GPS to me means that he didnt want it tracked where all the car had been. Theres some shady stuff going on in the Westside Lexus service dept. I'll never buy a car here again unless there's a huge change/overhaul in their service dept.

EV

Elisa Veramolina

18 Mar 2026

They ruined my cars air filter. I said I didn’t want it to be cleaned, so they shoved every peace of dust or leftover trash into the filter. Extremely unprofessional, and I was charged $600 regardless and am being refused a refund or any help at all.

MB

Michelle Barron

19 Dec 2025

Where do I begin? Well I purchased my used Lexus here and honestly feel more frustrated each time I deal with them. From the start I should have gotten the hint how sexiest they were when my salesman, Phillipe was more focused on my husband who had nothing to do with the choice of cars.

Since then, my service adviser Charles was tolerated due to who's going to turn down the cover service. He was lovely enough to tell me to drive across Houston with a flat when my tire lock disappeared and I literally couldn’t get the tire off without them breaking the lock.

Well today I stood up for myself asking for a new service advisor. She honestly wasn't much better. I had a multiple malfunctions after my 2020 rx350 broke down after pumping gas. I replaced the battery for more to go wrong. Instead of truly helping, I felt spoken down to multiple times today from the advisor. No sense of concern when spending almost a car payment on a new part and oil change. Being told oh you can get it in the morning while still there was annoying. But best part was the comment of oh thinking of a new car which I may have had they spoken to me. Instead I was able to spend at least fifteen minutes on the lot with absolutely no contact from an employee. Needless to say after today, I would highly not recommend this location.

MA

Majd Al Shaarani

12 Dec 2025

Extremely disappointing!
You can look at the reviews and see that most people complain of one or more of the following:

Poor communication
Rude/disrespectful to negligent treatment
Some cars come out of service with serious scratches and dents
Not very knowledgeable/experienced techs and you quickly lose trust in them
You have to constantly remind them of the issues you have with your cat and they still forget and usually issues are not solved

Now to write a review, one must’ve gone through a lot and maybe for a long time (3 months in my case) and maybe they’re not that bad … I guess they can change oil alright!