Lexus of Serramonte

Dependable as always I have been a customer of Lexus since 1981. I bring it to Serramonte Lexus always. Services were done promptly with courtesy. I will recommend to I have been a customer of Lexus since 1981. I bring it to Serramonte Lexus always. Services were done promptly with courtesy. I will recommend to others . . More

Upcharged for services declined/poor customer serviceth I made a 7am appointment and brought my car in for 50k mile service on 8/18/17. Dean tried to sell me the "middle service." When I asked what the di I made a 7am appointment and brought my car in for 50k mile service on 8/18/17. Dean tried to sell me the "middle service." When I asked what the difference was between the basic and middle service, he said the middle service cost $10 more and provides zMAX fuel additive. He did not provide me with a comparison chart to see the difference, like other advisors had in the past. When I declined the upcharge, he handwrote "no zMAX" on my work order. He told me my car would be ready by 8:45 or 9am. At 9am, Dean had not called or come to the waiting area. So, I went to talk to the cashier. She told me that he was with another customer but she would check with him. 15 minutes later she came by and said he was still talking to another customer but she would try and get his attention. I went back at 9:30 and found my car was ready, but only because I went to check. Dean never came back to tell me how my car was or what was done. When I got home, I reviewed the invoice and saw that I was charged for the value service that i explicitly declined. I called and left email messages for Dean and still have not received any response. I even left a message with Vy Le, the internet sales consultant, because there is no one in the service department who wants to return my call or emails. Vy was the only one who responded, but he could not give me an answer as to why I appeared to be upcharged. Apparently, I need to find somewhere else to get my car serviced because this type of customer service is unacceptable. I saw and heard other advisors come to talk to their customers and explain what was done to their cars. Yet, Dean never came to me or even called to tell me what was done to my car. I don't like to be sold something I did not want. Furthermore, I do not like to be ignored after making several attempts for clarification. Lexus of Serramonte sends me so many surveys, but I don't think they take them seriously. More

TERRIBLE Customer Service Took my car in for scheduled service via appt. Was told about 1 1/2 hours for service. It was about an hour and a half I get a phone call from the g Took my car in for scheduled service via appt. Was told about 1 1/2 hours for service. It was about an hour and a half I get a phone call from the guy who took my car saying car was being washed and would be ready in 5 to 10 min and then hung up. How personal is that? After a 35 min wait, I had to ask Where is my car??? In all, was there over 2 hours, no one told me if my car check out ok and oh by the way another guy waiting next to me was just as pissed as I as he was waiting well over 2 hours after being told 1 1/2 hours and no one talking to him. Service Dept at Serramonte has been going downhill for some time now!!!!! More

Excellent Service!!!! Staff @ Lexus of Serramonte are superb.. Great group of hardworking people that really cares.. LENNY , Thanks again . Appreciate the effort to mak Staff @ Lexus of Serramonte are superb.. Great group of hardworking people that really cares.. LENNY , Thanks again . Appreciate the effort to make our visit so smooth. More

Always efficient and delivered on time Lexus of Serramonte is where we purchased our 350IS in 2006 and we have maintained our loyalty since but Not after being serviced several times in an Lexus of Serramonte is where we purchased our 350IS in 2006 and we have maintained our loyalty since but Not after being serviced several times in an emergency or for convenience at other repair shops. I am sure there are competent repair shops, but non as full service and efficient as Serramonte Lexus in my 10 years of owning the car. The staff makes the difference. Dean Dean the Dancing Machine De Castro has provided attentive service and humor for these last 10 years. And the staff speaks every language and is multi-cultural. More

Great Experience I have had my 2006 RX330 serviced here for years. Everyone is always super friendly, the service is excellent and they always was my car and it looks I have had my 2006 RX330 serviced here for years. Everyone is always super friendly, the service is excellent and they always was my car and it looks great. More

Terrific Service From the minute you drive up to the service center you are welcomed with a smile. They are super efficient and fast. 1.5 hours to the minute my car From the minute you drive up to the service center you are welcomed with a smile. They are super efficient and fast. 1.5 hours to the minute my car was ready. Thank you for being awesome! More

35,00 Service Excellent Service! Only took 1.5 hours to complete. I'll definitely return for future service needs! Wish I knew about the waiting room tho! Excellent Service! Only took 1.5 hours to complete. I'll definitely return for future service needs! Wish I knew about the waiting room tho! More

Efficient & On Time Made appointment and brought ES300H in for 20K service. Very efficient and timely from reception to the car wash finish. Service rep was polite, helpf Made appointment and brought ES300H in for 20K service. Very efficient and timely from reception to the car wash finish. Service rep was polite, helpful and accurate in his estimate of time. Waiting room better than most with coffee, pastries, several TVs, a number of sitting areas and computer friendly. The hour went by quickly. More

Very good price and customer service Very good price and Service Aaron was very attentive and helpful Treated like a customer with no pressure to buy what I didn't want Very good price and Service Aaron was very attentive and helpful Treated like a customer with no pressure to buy what I didn't want More