Lexus of Santa Barbara

This dealership service dept always appears understaffed and not of the high quality that it used to be several years ago. When calling in for an apt or with a question you can never get a service advisor to answer phones ( no matter which advisor you are trying to reach). service dept advisors need to be available for phone contact (not a secretary that can't answer questions and can only relay message to advisor that you called). Very frustrating to call in for help or to schedule service. The message we get as customers is we are not that important. Lexus service of the past was a hallmark of the dealership and was a main reason we purchased a Lexus. It used to be excellent but is no longer that way at this dealership. Another quality failure is that the service department never can finish car when promised. I really think that your advisors and staff are trying to do the best job they can within the present system. They have good attitudes and are friendly. Maybe the dealership needs to change the way it is set up. More staffing ? Better training to focus on customer satisfaction as priority. Change system so that a customer can talk to advisor when calling in. Better management to deliver car as promised on time. Something needs to Change.

Service performed on time as promised . Friendly staff explained what was done and what me needed in the future

Repairs were identified and explained so that we understood the purpose of the repairs, and could make an informed decision. A realistic timeline for repair was presented, and the car was finished as promised. Martin is friendly, and took the time to explain the repairs to my 16yr old son, as we want our son to be a part of these adult life skills.