Lexus of Sacramento - Service Center

Striving for an A + I always have my Lexus serviced at Lexus of Sacramento, because everyone works as a team to make the experience the best it can be for their customers I always have my Lexus serviced at Lexus of Sacramento, because everyone works as a team to make the experience the best it can be for their customers. Last week there was a glitch in the paperwork system which caused me to wait an extra hour. The next day when I talked to the service manager, he went out of his way to make it right. Today when I took my car in for the follow up service, the team was back on their A game. Small mistakes happen, but what is important is how a business strives for that A+! More

I made an appointment for Technology help & was disappointed I bought a Lexus because 3 people I knew told me it was the only car they will ever buy and that I would get awesome service in the dealerships. Howev I bought a Lexus because 3 people I knew told me it was the only car they will ever buy and that I would get awesome service in the dealerships. However, that is not what I just recently experienced. I had always driven a Chrysler and this Lexus is a step up for me although I bought it used 2 years old. I have a CT200h and love the mileage and small footprint. In December when my Samsung GalaxyJ7 cell phone would not sync with my car, I called and made an appointment to get help from the technology department so I could use my the phone through my car speakers. I had a Windows phone before and it was working although the contacts directory would not load. Anyhow, I arrived early FOR MY APPOINTMENT and was told by the parking valet guys in white standing outside by a podium I was to wait in my car and that someone would come out to help me. I told them I that had an appointment with Mark Castoreno, but they kept saying 'Oh he is with a Customer. Somebody is gonna come help you.' What? I AM his customer, and I had an appointment! This did not please me... I do not know why they did not allow me to park my automobile somewhere proper, and walk inside to meet the person with whom I had an appointment. I was made to feel that I was not supposed to go inside the building. This was an inconvenience and insult to me I did not like sitting there in my car waiting for someone. I will never listen to those guys again. Finally a very young inexperienced girl came out to my car, and I said where is Mark, I have an appointment with him? I was told again, "Oh, he is with a customer, I am going to see if I can help you." I replied, isn't that why you are supposed to make an appointment, so this does not happen? She just stared at me very lame. This young woman proceeded to totally wasted my time, fooling around inside my car with my cell phone. An hour into this fiasco it was clear she did NOT know how to do what I needed---and did not give me any confidence that I was getting proper assistance with my problem. I am not going to provide the young woman's name, because it really was not her job to help me, someone else messed up here. I became angry and fed up so I locked up my car and marched inside to confront the staff with whom I was supposed to have my appointment. There was no one around. So I took a seat, and using my cellphone I called in to the main service desk and asked to speak to the guy with whom I had an appointment --that never materialized. They said, "He is with a customer." (Turns out I was sitting perched in a chair right behind his desk and he overheard me but was not with any customer.) I replied to the girl, well you tell him that his appointment has been waiting outside for him and now I am angry and I am not leaving until he helps me. I am right here in the service department and I am not waiting outside any longer. When I was finally face to face with Mark Castellano he said noone ever told him that I had arrived and he thought I was a no show. (Really? Because nobody called me to say, You missed our appointment do you want to reschedule?) Mark then made was is best described as a feeble attempt to help me, and quickly gave up without offering me any alternatives. So if that is what you call Awesome Service at the Dealership, I fear somebody is smoking a lot of weed because that is not what I experienced, and I was dressed nicely, my car was clean and there is no reason I should have been treated that way. Eventually a gentleman named Kent Owen came over because he overheard my conversation with Mark. Kent said that he drove the same car, and he was willing to help me figure out a solution. It was determined that perhaps I needed a new phone but Kent then tried very hard to show me some alternatives and for that I am most grateful. Kent spent further time with me to help me figure out how to navigate using apps on my phone which I did not know how to enable. He also showed me how to use the Okay Google thing and an Android App or two. Unfortunately all solutions quit working because the apps stopped talking to me --and so navigating with it was impossible without holding the phone in my hand to press keys while looking at the phone --instead of the road, and I feared that I might have a wreck. In a week's time I uninstalled the navigation app and the OK Google app out of frustration, it was really annoying and proved useless to me. But at least he tried to help me out. A gold star for Kent Owens for Effort and Empathy. He went the extra mile to make me feel valued and gave me a reason to return. Needless to say if I ever need dealership assistance again, I will likely drive out to Roseville and try my luck there. Based on this experience so far, I am not sure I would buy another Lexus were it not that I love my CT200h and am sorry Lexus is not making them anymore. I think it's a great little luxury car and just what I was looking for, a very smooth ride, classy look, small footprint, great gas mileage, and sunroof. (I do wish the clearance was higher, I keep scraping curbs.) Since this fiasco I recently purchased an iPhone and will be needing some assistance once again, to figure out how to sync it with my car, although it seems that the CT200H has limited ability to do that type of thing with the options that my car is equipped with. I may look into buying a standalone GPS thing for inside the car, because my particular car does not have that and you can't add it without replacing the entire dashboard, so it seems. When I bought it, I just figured I could add that. Not so, I was told. Since I bought the car for its gas mileage, and it gets great mileage, I can't say I'm diappointed with the car. Just the service I received overall. Sometime in the new year, 2018, I will need to find another way to navigate, and a way to make hands free phone calls while driving. Or just not do that. At least the phone will ring through the car, and I can receive calls due to the bluetooth control in my phone. But making outbound calls is an issue. Again, I was very disappointed with the poor communication, lack of organization, and unprofessional behavior at this dealership, with the singlular exception of Kent Owen. A gold star, for Kent Owen. Happy New Year Kent. JoAnne B. PS- I am reading down below all the things you wish me to fill in and I am seeing something called quick-service lane for an oil change, tire alignment, or other work in the last 12 months, how would you rate it? I have NEVER heard of that. Perhaps you should hand a brochure to anyone that walks into your dealership, explaining this service? It might be wise don't you think? For my last oil change, I called around for an hour, then found a guy at an independent shop over on Riverside who I went to for that. But if I knew that there was something called "Quick" service at the dealer, I might have done it. Too late! ***4 STARS TO KENT OWEN*** More

Thank you Lexus Service Thank you for your excellent service and professionalism at Lexus Sacramento Service! From your greeting upon arrival, service advisor Ryan, transport Thank you for your excellent service and professionalism at Lexus Sacramento Service! From your greeting upon arrival, service advisor Ryan, transportation desk, shuttle service by George, cashier and car delivery I always have a great experience with you guys! Keep up the great work and customer service it is much appreciated! Sincerely, Keri Valdez More

Excellent service in all areas. Mike was wonderful. He explained to me in detailed what was being done to my car. He answered all my questions and went abov service in all areas. Mike was wonderful. He explained to me in detailed what was being done to my car. He answered all my questions and went above and beyond with helping me. Thank you. More

Pleasant and convenient place —Great service Brandy promptly met with me, clearly explained the service, made a valuable suggestion and was responsive to my concerns about time. My wait for the s Brandy promptly met with me, clearly explained the service, made a valuable suggestion and was responsive to my concerns about time. My wait for the scheduled maintenance was less than projected and I was off to my next appointment on time. More

Amazing Customer Service On Dec 15, 2017 I was in Sacramento at UC Davis Med Center, approximately 80 miles from home, when my 2011 Lexus RX 450 would not start. I only have On Dec 15, 2017 I was in Sacramento at UC Davis Med Center, approximately 80 miles from home, when my 2011 Lexus RX 450 would not start. I only have about 50,000 miles on the car, have always had it serviced at my home dealership and have never had a problem with it. After calling AAA to arrange a tow to the closest Lexus dealer (which turned out to be Lexus of Sacramento) I called the dealer. It was 5:45 pm and I saw online that the dealership was open until 8 pm. I had not realized that the service department closed at 6 pm. Despite that I was able to arrange for a loaner (my car was under extended warranty). Every single person I interacted with at the dealership was exceptional; receptionist, cashier, service consultant. I am very happy with the service I get at my home dealership and very loyal to my service consultant. However, I do not believe i have ever experienced better overall service and support before from ANY dealership; especially in such a difficult situation away form home. More

Professional, knowledgeable, courteous Dave’s team is very professional and performs to a high standard. I am very pleased with the quality of work that is done at this dealership. Dave’s team is very professional and performs to a high standard. I am very pleased with the quality of work that is done at this dealership. More

Best ever!` Everything always goes as arranged, from setting the appointment, to discussion of work to be done, to the amount of time necessary. The personal con Everything always goes as arranged, from setting the appointment, to discussion of work to be done, to the amount of time necessary. The personal contact is always very friendly and helpful. The quality of the service is impeccable. More

Always an easy service appt Coffee and tea, water bottles, donuts or bagels while u wait. Watch tv or use a private computer cubicle. Or get a loaner car. Great! Coffee and tea, water bottles, donuts or bagels while u wait. Watch tv or use a private computer cubicle. Or get a loaner car. Great! More

James at Lexus of Sacramento is always friendly and ready to help. The staff works hard to provide you great service in less than the time anticipated. They are an awesome grou is always friendly and ready to help. The staff works hard to provide you great service in less than the time anticipated. They are an awesome group of people. More