Lexus Stevens Creek - Service Center

Takata Air Bag Recall Gone wrong This was my first time taking my 2007 IS250 in for a replacement of the Takata airbag on the dashboard (a recall item). I just recently purchased thi This was my first time taking my 2007 IS250 in for a replacement of the Takata airbag on the dashboard (a recall item). I just recently purchased this vehicle and inherited the issue at hand. I had an appointment at 10:00 am. When I arrived, I waited in the waiting room for a service consultant to assist me with my vehicle, When we finally met, I felt he did not greet me with a sincere welcoming. As we discussed the issues of my vehicle in his office, I felt that his assistance was insincere and rushed. When we walked outside to my vehicle, I noticed he veered off to a different direction to go greet another customer in their vehicle with a hand shake with a smile. Overall, I was not impressed with this Service consultant assistance. This will be my first and last time taking my vehicle to Steven's Creek Lexus Service Department. More

Bad service I don't think they are a good service. The only thing I see it good there is coffee and water during waiting for my car. However, I was waiting over I don't think they are a good service. The only thing I see it good there is coffee and water during waiting for my car. However, I was waiting over 3 hours only in for maintence service 5k miles. I bought new car around 4months the tire defect but I did not know. I did bump in the curb but the impact the tire shouldn't be a big tore multiple places. I also showed them another area that I did not hit, still has little crack. This tire is defected before I hit the curb but they denial, that my fault. They are careless what I tried to tell them. One manage talked to me and tell me stop to listen to him. I am so frustrated and feel disappointed the way he were handling the issue. I thought they stand for the product they sold to customers but they don't. I never buy Lexus again for sure. More

Excellent Customer Service I cannot say enough words about Todd Mentillo with Lexus...he has provided consistent excellent customer service for many years. He is understanding c I cannot say enough words about Todd Mentillo with Lexus...he has provided consistent excellent customer service for many years. He is understanding compassionate and flexible. I feel that I am in good hands with him and that I can completely trust his recommendation. I have an RX 350 that I have known for eight years. Todd has provided excellent service for all this time. More

Damaged Brand New Car. Refused to Admit Fault to Insurance. Update (scroll down for original review): I received a response to my review from the dealership, asking me to contact the Fixed Ops Director & Par Update (scroll down for original review): I received a response to my review from the dealership, asking me to contact the Fixed Ops Director & Parts Manager, Andy Aguilar, to follow up on my experience. Over a couple phone calls and emails, Andy quickly got to the bottom of this, and 2 weeks later, I received a check for the entire amount of the repair. Andy was efficient, professional but friendly, and great to work with. If I had been working with Andy from the beginning, this definitely wouldn't have dragged on for half a year. I'd give Andy 5 stars. Taking into account the first part of the whole experience, updating the review to 3 stars. --- ORIGINAL REVIEW --- Avoid this service center at all cost. Here's my story. Brought my (almost) brand new Lexus GS with 1,000 miles for some minor adjustments. Got a call hours later from service advisor Chet Mielcarz that the front bumper was damaged in their care, possibly by the technician doing a test drive. He kindly sent me two pictures of the damage. The dealership offered to make repairs at a body shop they worked with. Unfortunately, I had very negative prior experiences with the body shop (they neglected to reinstall all the wheel lug nuts -- a MAJOR safety oversight, not to mention paint mismatch and clear coat over-spray onto most of the windshield). After repeated negotiation with Todd Rebhan, the service manager, the dealership still refused to allow me to bring my car to an established, reputable body shop in the area. I had no choice but to proceed with my own insurance. Fast forward a few months, my insurance reported back that Todd had refused to admit fault to the damage, claiming that the dealership only offered to repair the damage out of courtesy. This was despite the fact that Chet and Todd both mentioned verbally that the damage was likely caused by a technician and that the paperwork showed my car was damage-free when I brought it in. I contacted Lexus corporate, who promptly followed up with the dealership. Unfortunately, Todd repeated the same excuse and refused to admit fault. Since then, the Lexus corporate contact has been unable to reach Todd for a week at the time of this writing. Accidents do happen at dealership service centers. All I was looking for was the honesty to admit fault, but the dealership would rather avoid a small repair bill that they had offered to pay for via another body shop anyway. A dealership that would sacrifice customer trust to avoid the bill on a small bumper repair should be avoided at all cost. More

Thank You Mr. Paymon Khajavi!!! I have been a Lexus owner for over a decade and have getting my cars only serviced at Lexus dealerships. My most recent experience(s) at the Lexus of I have been a Lexus owner for over a decade and have getting my cars only serviced at Lexus dealerships. My most recent experience(s) at the Lexus of Stevens Creek in Santa Clara, CA have been the best because of my amazing service advisor Mr. Paymon Khajavi! As we know all visits to the dealer, seeking answers to concerns may not be good news, as It wasn't for me on 6/12/16 when a routine oil change service turned out to be a major repair based on an timing chain and an oil leak! Mr. Khajavi did an amazing job explaining the issue in detail and offered different solutions. The cost of the repair was almost $4000, but based on his honesty and sincerety I decided to have the repairs done at Lexus vs. another mechanic for much less in cost! The repairs were done as promised and I was very happy! On a different occasion, this past Friday 7/16/16, I experienced another issue with my car related to the alternater and battery. I had to get my car towed to Lexus of Stevens creek over night and left a note in it explaining the problem and asked Mr. Khajavi to contact me. To my surprise, Mr. Khajavi called me the next day at 7:09 a.m, letting me know he has the car and will have an update for me by mid day on what was going on. Despite that day's heavy workload, he worked quickly to secure a loaner car for me so I can make it to work on time. He contacted me by mid day as promised and told me the alternater and the battery have both failed and the cost of this repair would be $1000...Again only based on the trust I have with Paymon, I approved for the work to be done, regardless of being able to have it done by an outside mechanic for half the price...Why???? Because Paymon has built an awesome professional and trusting relationship with me and I would continue to get my car serviced there as long as he works at Lexus of Stevens Creek! He's always welcoming and friendly and takes full interest in hearing your concern and is very quick and efficient in responding! Please recognize Mr. Khajavi for his amazing customer service skills and commitment! Your company is lucky and privileged to have Mr. Khajavi representing it! Thank You Paymon! More

High class services from Sales to Services! I am so surprised about the service department in Lexus Steven Creek. It is as great as my sales experience with Ryan. (Thanks Ryan once again) It i I am so surprised about the service department in Lexus Steven Creek. It is as great as my sales experience with Ryan. (Thanks Ryan once again) It is my second time here and Today is my 10k Miles service and Al is being very helpful and able to answer all the question that I have. While explains the detail to me. I am totally satisfied and happy about this entire car buying experience and services afterward. My next car will still be a Lexus! More

Service above and beyond! Ramsin is the BOMB!!! He really went above and beyond to take care of me and my Rx 350 F Sport after experiencing a flat tire. From beginning to end Ramsin is the BOMB!!! He really went above and beyond to take care of me and my Rx 350 F Sport after experiencing a flat tire. From beginning to end, he made sure that every step of the tire replacement process was taken care of (even coming in on his day off to make sure that the inner liner replacement was done the way he wanted). I cannot thank Ramsin enough for everything he has done. He has truly shown what it means for service above and beyond! Thank you Ramsin! More