Fox Lexus of El Paso

Reviews

• JY

  jason yturralde

  Oct 8, 2026
  1.0
  Very Disappointing Service on a Nearly New Lexus. I brought my seven-month-old Lexus SUV in for what should have been a routine tire rotation, balancing, and alignment. Immediately after leaving the dealership, the vehicle began shaking violently at highway speeds, becoming almost undriveable at around 80 mph. A vehicle this new should not leave a service department in worse condition than when it arrived, especially after such basic maintenance. The only solution offered so far has been to bring the vehicle back in, which unfortunately means this will be the second day I have been without my vehicle. This has been an extremely disappointing service experience. I expect a much higher level of care, attention to detail, and customer service when dealing with a Lexus dealership. What should have been a simple maintenance visit has turned into a major inconvenience and a serious concern about the quality of the work performed. Very poor service and a frustrating experience for a customer who expected a much better from Lexus.
• KC

  Kevin Coles

  Oct 7, 2026
  5.0
  Very professional, kind, attentive, great customer service and quality maintenance at Fox Lexus. I have been bringing my Lexus GX-460 to Fox Lexus for 5 years since moving to El Paso from Washington state. They continue to do quality work on my vehicle. Every person I have made contact with at Fox Lexus are just great and respectful people based on my interactions. I would recommend Fox Lexus to any friends or family members who may be interested in purchasing or service at this location. Making an appointment is easy and they kept me abreast of the progress of the maintenance to my car. They even gave me a rental car because of some additional maintenance work I requested, without me having to ask. Thanks, Fox Lexus service group!
• LC

  Leticia Castillo

  Oct 5, 2026
  2.0
  I am very satisfied with the quality of my Lexus and have been happy with the vehicle itself. Unfortunately, my experience with the service department has been disappointing. Scheduling something as routine as an oil change can require making an appointment months in advance. The availability is especially difficult for working customers, as weekend appointments are hard to come. In addition, loaner vehicles are no longer provided for oil changes, even though a simple oil change can take most or all of the day. For a luxury brand like Lexus, I would expect the service experience to match the quality and convenience of the vehicle. I truly enjoy my Lexus, but I hope the dealership will reconsider its scheduling, weekend availability, and accommodations for customers who cannot easily give up an entire workday for routine maintenance.
• TF

  Timothy Fleming

  Oct 4, 2026
  1.0
  Dropped off the 2019 Lexus IS300 on Monday the 28th of September. I asked for the AC Amplifier to be re-flashed since it is what takes the commands from the dash and tells the HVAC system servos what to do. This particular car is stuck in default mode. Default mode is when the AC amplifier has an issue so it will only let air go to the defrost for safety reasons. At 2:00 I called Eddie Hernandez the service consultant and asked the status of the car. He said that the tech needed to take the dash out to troubleshoot it. He would not give me a straight answer on whether or not the AC amplifier would take the flash. He said that he would get with the technician and call me back. This time he said that the technician Victor tried to flash it again but it wouldn’t take several times. Eddie then told me that he would contact me Wednesday. He never did, Thursday I called him for a status, same deal he said that Victor needed to take the dash out. The AC Amplifier is right behind the glove box. No need to take the dash out to get to that part. Five to ten minute's to get to it. I have been a mechanic for more than 30 years I already took the dash out and replace the entire HVAC assembly with all six servos already attached. Victor said that since I did it then the servos were probably not in right. They came mounted from the Lexus dealer that I ordered it from. Correct part number matched to the VIN before I ordered it. The reason I ordered it is because the lady that I was doing the work for said that it was what you guys said it needed. But she couldn’t afford what she was quoted. This is where I came in. Back to Eddie and Victor. I live on the west side so I told Eddie that I would be in Friday to pick up the car. Eddie was not in so the guy in the office next to his helped me (good guy, give him a raise). I asked questions that he could not answer so he called Victor. Victor refused to give me a straight answer on whether or not the AC Amplifier was bad since it was what I asked to be checked out once they told me it wouldn’t take the flash. He just kept saying that he needed to take the dash out to troubleshoot it and went on about all of the servos being bad. I told him over and over that they came on the HVAC Assembly from the manufacturer and that the AC Amplifier is the brain that tells the servos what to do and if that isn’t working then of course the servos are not working. He then went on about taking the dash out again and that troubleshooting may take a week maybe three. Once again the AC Amplifier is right behind the glove box. Victor says to me hey man I work off of commission I can’t just say it’s the easiest thing and make money I have bills and responsibilities. I said so it’s all about the money for you, not doing what’s right for the customer. He then said that is how we make our money. Which tells me this is a pandemic that has become a norm in your shop, which is taking advantage of the customers ignorance. In the end he said I’d need more time, the car had already been there for five days with zero answers of what I asked for and charged for it. I currently have an AC Amplifier on order. It’s a shame that the technicians have made it a norm to charge the most hours possible instead of looking out for the customer. Terrible and unethical business model that takes advantage of the customer if you guys know about this and let it go. Attached are pictures of my shop in my back yard. Along with the dash already out and the new HVAC Assembly with servos already mounted. I’m not just some guy with no experience.
• VM

  veronica Marquez

  Oct 2, 2026
  3.0
  I’m extremely frustrated with the service I have received regarding my Lexus. I have taken my vehicle in several times because there is a shadow appearing on the rearview mirror. I was advised that the issue had been fixed, but the shadow is still there. I was then told that the rearview mirror is now on back order. It has been approximately four weeks, and despite calling several times and leaving multiple messages to find out whether the part has arrived, I have not received a single call back. I’m also now having an issue with the light for the visor not working, and I was advised that it is no longer covered under warranty. What is most disappointing is how difficult it has been to communicate with the service department. Calls are rarely answered, and messages are not being returned. I have never experienced this level of difficulty getting assistance with a vehicle before. This is an expensive vehicle, and I expect the issues to be properly addressed and for the service department to communicate with me regarding the status of my repairs. I would appreciate someone contacting me as soon as possible with an update on the backordered rearview mirror and a clear explanation of how the visor light issue will be handled.