Lexus of Serramonte - Service Center

Continued lack of focus on customer satisfaction. Received an invitation for a VIP diagnostic service and car wash free of charge. Dropped the car off with Service Representative Randy Auyeung at 7 a Received an invitation for a VIP diagnostic service and car wash free of charge. Dropped the car off with Service Representative Randy Auyeung at 7 a.m. He instructed me that the car would be completed by 12 noon. When I returned to pick the car up Randy was unavailable so I had to FLAG down Dean DeCastro who is the service person I usually use. He just handed me the diagnostic report and he was ready to just split. Immediately I responded with what were the results. His response was that there were listed in the report. I asked that he explain the findings, which he quickly did. This interaction made me feel as if I put him out. I have noticed that as my car gets older Lexus attention to me as a customer diminishes. Also the car wash was hit or miss. The customer service I received when the car was new was dramatically different from how I am treated as I customer now. More

Service car excellence Dean DeCadtro has been taking care of my car old & latest since 1999. Has provided the best performance adviser to date, Advised current problems if a Dean DeCadtro has been taking care of my car old & latest since 1999. Has provided the best performance adviser to date, Advised current problems if any for better quality car. More

Excellent and reliable service Dean has helped service our Lexus vehicles for over 10 years and still provides the same high quality customer experience to this day. Went in for a Dean has helped service our Lexus vehicles for over 10 years and still provides the same high quality customer experience to this day. Went in for a recent 10k maintenance with minimal downtime. More

12 Month Service Fast and efficient. Work was completed quicker than promised. The person checking us in was friendly and personable. The waiting area was comfortable Fast and efficient. Work was completed quicker than promised. The person checking us in was friendly and personable. The waiting area was comfortable and had good coffee. More

Always a pleasure, Randy Randy is a fast friendly efficient customer service rep. He knows the Lexus - old and new - no matter what the age. I Recommend him to anyone. Randy is a fast friendly efficient customer service rep. He knows the Lexus - old and new - no matter what the age. I Recommend him to anyone. More

Fantastic Customer Service Randy in the Service department and Raj in the Sales department are exceptional! Great customer service, patient, listened to my concerns and tried to Randy in the Service department and Raj in the Sales department are exceptional! Great customer service, patient, listened to my concerns and tried to accommodate me at all times. Never felt rushed or pushed into making a decision I didn't feel comfortable with - these guys are caring, compassionate, hard-working and both deserve a raise!! JB sold me my car 2.5 years ago and has consistently provided excellent customer service to me as well. I know I can call or text him anytime for help with my Lexus and he will be there to resolve my problem, or point me in the right direction. Bravo JB! Vivian Lee - Happy Customer More

Five star customer service I've been working with David Martinez at the Lexus of Serramonte since 2014 and I can say that this has been one of the most pleasant experience I've I've been working with David Martinez at the Lexus of Serramonte since 2014 and I can say that this has been one of the most pleasant experience I've had with a dealership so far. David and his counterpart Randy go out of their way to make sure that my car is serviced and repaired as per my instructions/request. It is rare to receive such level of customer service these days but these guys should be role models for others in the industry because they are the secret of the Lexus of Serramonte's success. More

Great Job This is my second Lexus car. All purchased here. As always great and fast service, friendly atmosphere! They are beyond GREAT, super super excellent c This is my second Lexus car. All purchased here. As always great and fast service, friendly atmosphere! They are beyond GREAT, super super excellent customer service. Will definitely be back next time.. More

STRESS FREE MAINTENANCE Everytime I bring my Lexus in for Service Dean DeCastro is very thorough and attentive...He's a Class Act. And the services has been amazing Everytime I bring my Lexus in for Service Dean DeCastro is very thorough and attentive...He's a Class Act. And the services has been amazing More

Lexus of Serramonte: 5 STARS I find Lexus of Serramonte to be the best-run service organization I have had the pleasure of working with (and I've been driving Lexus products since I find Lexus of Serramonte to be the best-run service organization I have had the pleasure of working with (and I've been driving Lexus products since 1996). They have clearly designed an efficient, pleasant experience, which they continue to fine-tune (it feels like it was based on The Four Seasons hotels). At the risk of sounding corny, the service organization amplifies the larger Lexus brand: Pursuit of Perfection. The dealer is well organized and emaculate (you could eat off the proverbial floor it's so clean). They have a comfortable business center if you want to work remotely while waiting for your car. And, you can easily visit the sales center to check out the latest Lexus vehicles with friendly, knowledgable, no-pressure sales people. Hang out with the great JB Berera if you want to have a good time while waiting for your car; you'll be glad you did. More