Lexus of Cerritos - Service Center

I always come to this dealership for all my services and I always go to Service Advisor Jamie Lee. He always provides excellent service and I trust him to be honest and reliable. The rest of the service dep I always go to Service Advisor Jamie Lee. He always provides excellent service and I trust him to be honest and reliable. The rest of the service department is great also, everyone is friendly and helpful. More

I recently had an excellent experience with Ms. Jeanie Williams. I was introduced to her shortly after I purchased my CPO LS460 and from our first meeting it was obvious that she is a woman who is serious Williams. I was introduced to her shortly after I purchased my CPO LS460 and from our first meeting it was obvious that she is a woman who is serious about customer service excellence. When my car was in for painting and detailing, she made sure that everything went smoothly. When I needed the car to travel and it made it impossible (time wise) for the detailing to be done with excellence, Ms. Williams assured me that upon return from my vacation that she would get me in and have the car detailed. I called, got an appointment promptly, got a rental car and the next day I returned to the dealership to see my car gleaming! I was so pleased. Kudos to Ms. Williams, the professional who detailed my car whose name regrettably escapes me and the team of service professionals at Lexus of Cerritos. More

Tom Ryan has continually shown to both his colleagues, superiors and clients that he cares by being reliable, diligent and that he has a positive attitude with regards to his work, by completing his work superiors and clients that he cares by being reliable, diligent and that he has a positive attitude with regards to his work, by completing his work on time, not wasting the time of his colleagues or clients, and he manages both his time, colleagues and clients time in the most efficient and effective means possible for all concerned while both maintaining an excellent product and maintaining excellent client relationships for the Company. Please allow me to state….that as a client, when Tom has personally returns my serviced vehicle to me: • I am always assured that the price for the workmanship is fair • Tom has personally over seen the service • He has done his homework on this vehicle and thus is confident in his recommended services to be performed that will extend the longevity of my vehicle, • These services will enhance both my intrinsic and extrinsic value for the vehicle and, • That the completed service meet or exceeds the industry highest standards…Tom just will not allow for second best service to be performed on his client’s vehicles. More

This dealer always make you feel special and comfortable. I love going there and I know they will take care of me. If you haven't had anything to eat they will feed you. They provide drinks also. You are I love going there and I know they will take care of me. If you haven't had anything to eat they will feed you. They provide drinks also. You are always greeted by name as if they are your family. More

Wonderful staff at this Lexus dealership. Will return for more service. Tom Ryan is someone you can really trust in any service department. The coffee and donuts are a nice touch. for more service. Tom Ryan is someone you can really trust in any service department. The coffee and donuts are a nice touch. More

Tom Ryan.. What can I say, HE'S THE BEST! I highly Tom Ryan.. What can I say, HE'S THE BEST! I highly recommend him if you are going to get any kind of service/maintenance done to your car. He will Tom Ryan.. What can I say, HE'S THE BEST! I highly recommend him if you are going to get any kind of service/maintenance done to your car. He will take good care of you from getting you the most convinient appt time to getting you out as smoothly as possible with a nice clean loner car. No matter what the situation you have going on with your car, he makes it that much more comfortable helping you resolve the issue. He is great and good at what he does. He knows what he is doing so you can definitely trust him with your car. Go to him, Lexus of Cerritos, TOM RYAN in the service department!!! More

I’m on my second LS purchased at Lexus of Cerritos. Without question, the periodic servicing of my LS is a very satisfying experience! Sarah Ventresca the Assistant Service Manager is the best custome Without question, the periodic servicing of my LS is a very satisfying experience! Sarah Ventresca the Assistant Service Manager is the best customer service orientated person I’ve ever run across. Extremely professional, polished, well-spoken, knowledgeable on every level and above all easy on the eyes. A perfect combination! There is no greater value than to excel in Customer Service. Let me be clear, Customer Service is 9/10’s of EVERYTHING! That’s why I will be back to Lexus of Cerritos! Scott Burrows Long Beach, CA. More

I took my Lexus 350 RX to the service department because about every 4-6 times I started it, it wouldn't start and I would have to start it again. I took the car in once and they changed the battery and I t about every 4-6 times I started it, it wouldn't start and I would have to start it again. I took the car in once and they changed the battery and I took it home the same day. It still had the same problem. I took it back and left it there for 4 days. They couldn't find the problem because it would start for them every time. I took the car home. Finally when it continued to have the problem I took it back one last time, and Dean, the technician, called me, asked for specifics, made some repairs, kept the car for 4 days to be sure that the problem wouldn't reoccur. From then on the car has been working perfectly. The only reason I kept returning to the dealership was that I initally spoke with Terri Taylor on telephone. She is a treasure for the company and kept encouraging me to give the dealership another chance. She called me several times to check on the status of my car repair. During the second visit I spoke with Gary Benner, the Service Director, who listened and promised to problem solve. He was very professional. However, I wish that it hadn't taken 3 visits for the problem to be solved. Dean was the hero and I am so appreciative. At the beginning of my dealing with Cerritos, I would have given them a low rating, but at the end, I feel satisfied because of my interactions with the above mentioned employees so my rating is higher. More

Letter I sent in complaint: Letter I sent in complaint: ---------------------------------------------------- Paul Kaiser 1750 East Ocean Blvd Long Beach, CA 90802 Kaiser.pau Letter I sent in complaint: ---------------------------------------------------- Paul Kaiser 1750 East Ocean Blvd Long Beach, CA 90802 Kaiser.paul@gmail.com 3/4/2011 Lexus of Cerritos Management Team Lexus of Cerritos 18800 Studebaker Road Cerritos, CA 90703 Re: Service appointment request for my IS300 Dear Management team, On February 24, 2011, I phoned Lexus of Cerritos (877-203-0544) service line and spoke with a rather curt female to request an appointment for my IS300. This woman asked me if I had ever had my car into Lexus of Cerritos before. I have not and answered “no”. Next she asked me for my VIN# in order to create the appointment. Caught off guard and sitting in my office, I did not have this information. She ungraciously informed me that in order to make an appointment I would need to have my VIN#. Surprised I mentioned that “…the previous owner of my car had always serviced it at Lexus dealerships so certainly the car would show up in there system. Once I brought it in she could check the number.” Reluctantly she made the appointment Circumstances out of my control were such that I was unable to make that appointment. On March 4, 2011, I once again phoned Lexus of Cerritos and spoke with a male about a new appointment. A male answered and once again asked me if I had ever had my car into Lexus of Cerritos. I said “no.” Next he too asked me for my VIN# and I replied similarly saying “I do not have it with me but the car has been there before with the previous owner.” I was coarsely told that I must have a VIN# in order to make an appointment. In order to navigate around this man’s customer hindrance I had to explain how another woman at Lexus of Cerritos already made me an appointment last week without the VIN#. That wasn’t quite good enough and the unpleasant conversation continued to the point where the Lexus of Cerritos employee was speaking over me. I have an appointment for next Friday at 6:30 which I have no intention of keeping now that this all has soaked in. Please cancel that post haste. After being pushed to annoyance with Lexus of Cerritos (without ever stepping foot on the property) I promptly phoned Lexus of Westminster. Answering the phone was a delightful professional woman very happy to help. She did not ask for a VIN#. This is the Lexus service I expected. In more than 20 years I’ve never once been asked for my VIN# when simply making a service appointment. Volvo does not ask me for my VIN#, Mercedes, nor did BMW, not even the Saturn dealership I frequented in college request a VIN#. My assumption now is that these two individuals have either been instructed to prevent appointments without the VIN# or are perhaps lazy and would rather not type in all of the customers details. In a down economy to be anything but uncomplicated and pleasant when setting up appointments with new customers is a very confusing customer retention practice. Personally speaking this experience has prevented Lexus of Cerritos from ever handling my vehicles. Furthermore I shall not consider any new purchases from Lexus of Cerritos, nor shall I refer to it favorably. This letter is not a request for resolution. As far as I am concerned the situation was resolved by Lexus of Cerritos. I shall never step foot inside of Lexus of Cerritos under any circumstances. A copy of this letter has been sent to Lexus corporate and I will also be commenting on the community review website Yelp about my experiences. Incidentally Yelp already shows 3 out of 5 stars for Lexus of Cerritos; a rather poor score for a company JD Powers routinely rates at the top of Customer Service in the US Market. Clearly my opinion of Lexus of Cerritos is shared by many. I am very disappointed because of the lack of customer service that was provided. The unprofessional attitudes I encountered were unsatisfactory and unlike any other Lexus experience I’ve encountered to date. In short, I can buy a car from anyone. Lexus of Cerritos has made it abundantly clear that I now know at the very least, where I won’t be buying a car. Yours sincerely Paul A Kaiser More

I purchased my 92 LS400 from this dealer a few years back. I have had the car in a few times for service. They screwed me when I purchased the car, they tried to screw me on the service of the vehicle back. I have had the car in a few times for service. They screwed me when I purchased the car, they tried to screw me on the service of the vehicle at least twice. Their response when I complained was go ahead and sue us, we have high-powered attorneys on retainer.<br><br>This is a dealer owned by AUTONATION. I will never, ever deal with an AUTONATION dealer ever again. I have subsequently purchased another Lexus through another dealer, and I got a GREAT deal, and was treated with kindness, respect, and dignity...with a great deal, to boot!<br><br>I completely understand that dealers are there to make money off of you. Fine. But when they repeatedly xxxx you, that's just nort right!<br><br>They have lost ALL of my business PERMANENTLY!!!<br><br>I love Lexus, I hate Lexus of Cerritos! More