Lexus of Serramonte - Service Center

I recently had an extremely frustrating experience with Lexus of Serramonte's service center. I brought my car in after my car was stolen, and they quoted me a staggering $14,000 for repairs, including rep Lexus of Serramonte's service center. I brought my car in after my car was stolen, and they quoted me a staggering $14,000 for repairs, including replacing the sunroof and re-programming the key. Their proposed solution involved taking apart the entire dashboard to replace the ECU, as they apparently tried to re-program the key and failed. The service member was unable to articulate the exact reason that they needed to replace the computer, other than, "we tried to reprogram it and it didn't work." To my dismay, their diagnosis turned out to be completely off. I decided to get a second opinion at another dealership, and they were able to re-program a new key swiftly and efficiently—without needing to replace the immobilizer and steering column ECUs. The total cost from the Lexus of Pleasanton Service Center was significantly lower ($4000 total), which only highlights how unreasonable Lexus of Serramonte's quote was. I am deeply disappointed with their service. Not only did they attempt to overcharge me, but the service member I interfaced with was pushy and rude. They took two weeks to send me the initial quote, and after a little more than a week after the initial quote was sent (in which I was trying to get in touch with other service centers for a second opinion), they threatened to charge me a "storage fee" for my car.... when they were the ones who took 2 weeks to send me the initial quote in the first place! I can't believe I paid $500 for an incorrect diagnostic and a failed attempt at a key re-program. Either they are inept at their jobs or just complete scammers. I would not recommend this service center based on my experience. If you value honesty and reasonable pricing, it might be wise to look elsewhere. More

Our sales representative Eric was very attentive, informative and knowledgeable. He helped to make this car purchase a seamless experience. Other staff we dealt with during this sale were very profes informative and knowledgeable. He helped to make this car purchase a seamless experience. Other staff we dealt with during this sale were very professional and friendly. More

I arrived a few minutes early for my 12:15 appt. on 11/2 for an oil change for my RX350. Mr. Mauricio Rodriguez told me,with a car wash it, would take approx 1.5 hours. I said that was fine. He asked me if for an oil change for my RX350. Mr. Mauricio Rodriguez told me,with a car wash it, would take approx 1.5 hours. I said that was fine. He asked me if I was staying in the area & I said yes I would be walking around the neighborhood. He took my cell phone number & said he would text me when my car was ready. Before I left I asked if part of the inspection process included the brakes and was told no, it was just a visual inspection. Mr. Rodriguez said he could quote me a price for a brake inspection but I DECLINED. I left the dealership at 12:30 expecting to get a text by 2:15 at the lastest, allowing 15 extra minutes. I finally received a text at 3:05 telling me he had my brakes inspected something I DID NOT AUTHORIZE OR ASK FOR and that I needed new front ones which I had suspected to be the case. I was at the dealership at this point and asked the front desk if my car was ready. They informed me it was not and that Mr. Rodriguez would be out to speak with me in a few minutes. When he greeted me he offered no apology or acknowledgement that I had dropped off my car almost THREE HOURS prior & that he told me it would be ready in approx 1.5 hours. He said "he did ME A FAVOR" & had my brakes looked at. Since I specifically said NO to the inspection before I didn't consider this a favor. He asked me if I wanted them fixed yes or no. I said not without knowing the price. When I showed him an email dated 2 days earlier from HIS service department quoting a lower REGULAR price, he said he couldn't explain. I suspect he added a brake inspection cost to the quoted price. I asked him how long it would take to fix the brakes. He said about an hour. Well last time he said about 1.5 hours and I had waited almost 3 so naturally knowing he had no concern about wasting more of my time I said no. I asked him where my car was and he asked if I wanted it washed? I said something along the lines of "you've had my car almost 3 hours and it hasn't been washed yet?" He said he was waiting on my reply to his 3:05pm text!!! So basically from 12:30 to 3:05 they changed my oil and performed a brake inspection that I told him I did not want. Now in all seriousness he asks me if I want to wait for a car wash. I told him no. I also said IF he had called me within the first 90 minutes to let me know about the brakes I would have authorized the work on both the front and back. Regardless Mr. Rodriguez SHOULD HAVE shown me the courtesy of texting me after 1.5 hours to inform me they were running HOURS BEHIND, he knew I was walking in the neighborhood. He called to have my car brought around but too late they had started to wash it so I had to wait even longer. OVER 3 hours after I dropped my car off for a simple oil change I drove off the lot. More

My first two and only visits to the service center was weird and left much to be desired. The first time I brought my 2020 GSF was for my first complimentary service as well as informing them of the b weird and left much to be desired. The first time I brought my 2020 GSF was for my first complimentary service as well as informing them of the brand new brakes that are squealing under medium pressure. The service advisor for this visit said because the brakes are new, they need to be broken in. This advisor also didn't know the service intervals for this car and had to go back and forth with the other service advisors before taking my car in. I didn't know what to make of it, being my first visit, so I went with the flow and took his word that the brakes need to be broken in. Couple thousand miles later, and the brakes are still squealing in the same manner. This time, I also wanted to see if I can get a key card from Parts and have Service program it for me and was assigned a different service advisor. I told him about the brakes and how they are still squealing, and he dismisses them by saying brembo brakes are naturally noisy. Having heard two different stories with the brakes now, I told this advisor that I've had brembo brakes on other cars before and they don't make noise. He continues to dismiss it, but at this point I didn't care enough to remember what he said before telling me to have a seat and he'll call me when the key card is programmed. 2 hours go by and my service advisor comes back to tell me that they are having trouble programing the key but found an update for my brakes and made an emphasis on how these squealing brakes can only be changed once under warranty. He then asks if I want to order the parts, and I said yes. Another 30 minutes go by and he returns to tell me that they can't program the keycard because this option was probably only available for the Canadian spec. He then says he'll call his friend that owns a GSF with a keycard to see how he did it and will call me the next day. ( I did some research after this and it looks like the key card should work based on other successful testimonies, but I haven't had a chance to try it yet) It's been about three weeks nows and I've sent an email to him, with no response. Is this kind of customer service normal at Serramonte? More

Went in for car service came out with UX fsport hybrid. Car of my dream. Thank you Eric and Serramonte Lexus. Car of my dream. Thank you Eric and Serramonte Lexus. More