Newport Lexus is a beautiful dealership located in the affluent area of Newport Beach, CA. You would expect a dealer of a luxury brand would make customer satisfaction a priority. Well, don't be fooled by the palm trees and water features. These atheistically pleasing attributes are a pawn to hide their unethical level of customer service.
When I purchased my Lexus at the end of June, it was recommended by Newport Lexus, that I have the Xzilon treatment installed, to protect the showroom shine of my car. Since my car was black, I agreed. A week after I took delivery of the vehicle, I brought my car back to have the Xzilon treatment. My service advisor, Mike Sanders, assisted me with the paper. When I came back to pick up my IS250 the following day, my IS250 came back with noticeable stains on the driver's seat belt, as well as the interior panel of the driver's door. My interior is light tan. There was no possible way that these stains could be overlooked. I immediately brought this to Mike's attention. He told me that he would order me a replacement seatbelt, and have the interior cleaned. He sounded very convincing and I thought he was a man of his word. I expected a call back when the part came in.
The following week when I did not receive a call from Mike, I called him and left a voicemail. He has not responded to this voicemail. Furthermore, I called the parts department to inquire if the seatbelt was ordered. I was shocked to find out that the part had not been ordered. There has not been any follow up on this matter, and I am extremely dissatisfied with the level of service I have received within the service department at Newport Lexus. Lexus has won numerous awards from J.D. Power & Associates for customer satisfaction. Clearly, this was a mistake as they do not require all dealers to adhere to the prestigious level that is associated with an award winning brand.
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