Fox Lexus of El Paso

My hubby and I just purchased a brand new f sport here yesterday. The car was mainly for my hubby but please note that I will be joyriding occasionally since this car is really awesome! Scott has awesome customer service, he had the car ready for us in the show room with a cute bow on it! He took the time to help us set up our seat settings and explained everything that we needed to know about the car. I know Lexus has better customer service than any other brand, but Scott definitely sealed the deal for us. This car was special ordered for my hubby from Arizona because he wanted certain features, and they made it happen (really fast, I might add). We previously owned an older Lexus and this new one had so many new features that Scott was willing to show us. He was also so nice to our kids that we brought with us, got to know all of us by name, and didn't get annoyed when my 5 year old was spinning around in a chair super close to one of the showroom cars (yikes). I am so surprised that the tags were already on the car, and all of the paperwork was ready when we got there. For my next car I am really swaying towards a Lexus solely based on the customer service (and I am an Audi driver). I really appreciate the fact that this transaction did not take all day, they offered incentives ($4500), and treated my WHOLE family with respect. Side note: there is a lady in one of the corner offices with fruit snacks for the kids!

After 12 previous Lexus, all of them RXs, and three from this store alone, I somehow got a lemon.I shared photos and videos with the GM to help fix the problem, but no response.After 8 days of putting my car in service with a local service center, the problem persisted.The Lemon law or buy back process is horrendously long, so I asked Fox Lexus to do an exchange.Their only offer is a step down for $80 / mo more.My current car is AWD Premium Plus but he is trying to give me a Basic one for more money.WHY?Because there's no equity in the current car.Gee... it's a lemon and it came from your store!It's not time to make more money from me as a new sale, it's time to eat it and do the right thing!At least you could use this car as a loaner... I drive long distances! I can't be stuck on the road at night, again!

Everything at this Lexus dealership including Toyota nextdoor is over MSRP and everything has an addendum or mark up with added features I don't necessarily want like ceramic coating , especially when I'd like to add my own paint protection brands after I purchase the vehicle . Paying over MSRP to any dealer is what makes them cocky and continue to add marks ups and addendums . Don't do it folks, it's just a car . Be smart shop around even if you have to drive somewhere a little further. They will make it seem as if it's your only chance and you'll never see one like it again. Yet you might actually find one cheaper with more options elsewhere. First time I came here I was going to get a is 250 F sport back in 2014 before I moved but I waited looked online and found that in Austin they had several is350 F sports same exact price as what they where selling the 250 for , with the same options and a way nicer staff that where pleasant to work with . I came back after several years now in 2023 and 3 Lexus vehicles later since I had bought that is350 all bought in Austin Lexus at Stonelake and they are still playing the same BS games here in El Paso Lexus . I was looking for a new RX 500H f sport. I saw that they had a white one with red interior on the lot and wether it's low inventory , Covid or nothing at all this dealership has always been very difficult with markups and super condescending when they speak with you. I explained I wanted to pay cash with a trade in for my mother to have a new car before going back out of town and that they would either remove the mark up and allow me to pay MSRP which was still ridiculous since in Austin they actually are having a Golden opportunity sale rite now with below MSRP or I'd take my business elsewhere . They did not want to budge so once again I didn't buy anything from them and will most likely just stay away permanently. They probably are thinking it's a blessing anyways because they only want suckers and people who show off and throw money around . They will be wonderful with you while they are suckering you rite into a high APR or making you pay a ridiculous mark up . All the free water compliments and getting called boss by every dude in the building won't help when your smart enough to see through the routine . When I told one of the sales reps I was going to buy a Mercedes or Audi if I had to even though I've owned three Lexus and I'd rather my mom have one as well because they are reliable the lady proceeded to explain to me that Lexus is reliable and is run on Toyota parts rite after I just told her the same thing and that I am currently driving an RCF like I don't know these things . When I told her I just said exactly that she says " oh ok so your an expert " like I was offending her and she absolutely needed to be petty as soon as possible. It just confirmed that they don't listen they just are on robot repeat mode talking facts from their echo chambers and only care about getting you to hurry up and buy . It's a shame because people that aren't ignorant to this can see that they are sharks and it's sad because customers are what keep you in business not your fast talk. I get it businesses function on making money not losing money! But as a customer I really don't care how much money you lose as a Lexus dealership . I care more about how much I save lol . You can and will get it out of someone else anyway and if your sales team is really that amazing it should be easy with all the other vehicles you'll sell in that same day to all the other victims .

So I get home from work and my wife and I are out running some errands when our Lexus flashes a warning to take it to Dealer. Call the dealer from the car and schedule a service call for Monday with Jessie. Arrive at 8am, inform him of the issue and get a shuttle ride back home. So the day goes by and he gives me a few calls and finally gives me the results and I'm happy with it. Shuttle picked me up and took me to go pick up my baby, saw some other Lexus cars to check out but I'll hold on to my baby. Highly recommend those place for any service issues if you have a Lexus, they've always treated me right. Even got a courtesy wash

We worked Roman to get a NX300 and he made the entire process simple and smooth. My wife and I live in Austin but saw the car online. Roman sent us multiple pictures/videos of the car, was very responsive, and professional. I would 100% work with him and Fox Lexus of El Paso again! Highly recommend!

Great customer service from beginning to the end. Tina was very responsive to any questions or concerns.

My wife and I stopped by this dealership to look at a new car, but Aaron D. made it a waste of time. I've bought from here before and always thought Lexus was a badge of honor to own--now it feels like anyone can own one, or sell one for that matter. Aaron didn't bother going over the car with us. My wife asked a couple questions, and he just shrugged it off, clearly more interested in closing the deal than showing us anything. You could tell he was only after the paycheck. We left, bought elsewhere, and honestly, I'm disappointed. I don't usually write reviews, but this drop in standards got to me. Might as well head down Alameda and pick up a Lexus there instead.

We purchased two vehicle from Fox Lexus in February 2024. The first vehicle only came with one key fob due to production constraints, the second one is supposedly to be delivered in about 8 months. The vehicle was shipped and had all four hub cap covers cracked. Supposedly new ones we to be delivered in 2 weeks. Three months later, nothing. The biggest issue is that after having spent $200,000 buying cars from Fox, no one ever bothered to timely follow up keep us updated as to the status - crickets. When we called no one would call back or answer the phone. Just all around poor follow up and lack of communication. Once they make the sale, no one is to be found.Pretty pathetic. I would not recommend Fox. There are other car dealers in El Paso. Fox has gotten too big for his britches.

Very disappointed in a shop I used exclusively for 4+ yrs. Beware: management is focusing on up selling-grabbing the dollar-and neglecting care of clients. I called to schedule an oil change/tire rotate today and they would not provide a loaner-a first for me in my 25 yrs of driving Lexus. But I was told since it was time for my next major service I could sign up for that and get the loaner. The problem: they didn't ask me what my mileage was. And I am not yet at that mileage marker. Last time I was given a loaner with a crack across the entire windshield...and was told I'd get a follow up call about an issue-the tech took pictures. It's been 6 weeks...still waiting....Good thing I do lots of driving as I can visit Lexus elsewhere for a customer waiting area larger than a restroom...

The lexus service department is extremely slow . Had a 1000 appointment for a 5k service - they finished at 5 pm!! I have never had this issue at other Lexus service centers in DFW area. That service should have taken 2 hrs tops . They did give me a loaner but still the entire days was wasted. They definitely need to do better . The El Paso /Lad Cruces area needs a much better Lexus dealership /service center - not shared with Toyota . The staff is very friendly though .