Lexus of Serramonte - Service Center

Honesty at its best! We had a our car towed to Lexus of Serromonte service shop after it would not start, thinking our 2008 IS 250 finally decided to break down. Fortunate We had a our car towed to Lexus of Serromonte service shop after it would not start, thinking our 2008 IS 250 finally decided to break down. Fortunately, the car was in perfect condition but the battery was dead. A potentially bad day turned around...Thank you Lexus of Serromonte! More

Excellent Experience, I called the Service Center at Serramonte Lexus to let them know I reached the 10K mileage mark and needed to schedule an appointment to have my vehic I called the Service Center at Serramonte Lexus to let them know I reached the 10K mileage mark and needed to schedule an appointment to have my vehicle serviced. The person I spoke to was very friendly and polite and after looking at my schedule I was given a date and time that best worked for me. While still on the phone she sent me an email with the appointment information including the service technician’s name. I found it very convenient as I was able to copy and paste the information into my calendar. On the day of the appointment I pulled into the service center while I was waiting in my car for the service technician I was approached by an employee asking if he could help me? I said I had an appointment with Mauricio at 9:15. He soon returned to let me know that it would be a few more minutes as Mauricio was finishing up with another customer. Within a few minutes Mauricio the service technician greeted me and introduced himself. I Found him to be friendly polite and very professional. I asked how long it would it be until I got my car back. He said it would take about an hour and a half to service and clean the inside and wash the outside of my. Which was perfect timing as I had a webinar to take. More

COURTESY ASSISTANCE We had to evacuate our home due to the Santa Rosa fire, and were forced to drive over much garden debris, including tree branches and brush. I wa We had to evacuate our home due to the Santa Rosa fire, and were forced to drive over much garden debris, including tree branches and brush. I was concerned about the under-carriage of our 2013 Lexus and requested Serramonte Lexus check it out. Although they were booked solid for 2 weeks, they graciously agreed to look at the car that a.m. They checked everything and even washed the car and then indicated everything was complimentary. Maybe that's why we have been part of the 'Lexus Family' for over 30 years. Thank you Serramonte Lexus and Freeman Lexus. ...................Jerry Piazza More

10 days of Headache Solved in <30 Minutes by Lexus After washing the outside and engine bay of my Lexus LX470, I got ABS, BRAKE, CHECK ENGINE, VSC, VSC OFF, VGRS lights on the dashboard. And after spen After washing the outside and engine bay of my Lexus LX470, I got ABS, BRAKE, CHECK ENGINE, VSC, VSC OFF, VGRS lights on the dashboard. And after spending 10 days and countless hours probing all the electrical connections and sensors in car for possible short circuits, I finally threw in the towel and took the car to Lexus of Serramonte for diagnosis. Lo & behold, it only took them <30 minutes to diagnose the issue and after the culprit part was replaced, the car is running good again. So I am very pleased with the service. More

2008 RX 400 I always get terrific service at Lexus of Serramonte. Peter McConnel is particularly good at delivering quick and thorough attention to every detail. I always get terrific service at Lexus of Serramonte. Peter McConnel is particularly good at delivering quick and thorough attention to every detail. I will go no where else with my Lexus. More

Consistent Excellence In Customer Service I had no problems rescheduling the appointment last minute. I was greeted immediately upon arrival. Service Advisor Randy Auyeung honored my coupon, c I had no problems rescheduling the appointment last minute. I was greeted immediately upon arrival. Service Advisor Randy Auyeung honored my coupon, checked for any recalls (he even completed a recall on vehicle while it was in for oil change), contacted me quickly for car pickup, and my vehicle was washed and paperwork ready when I paid cashier. Randy replies to emails immediately and is very knowledgeable even when there was a huge influx of customers during a recent software upgrade situation. I'm a very satisfied customer with Randy. Thank you Lexus Serramonte for maintaining excellence in customer service! - Judy Nguyen SF,CA More

Always great service Serramonte Lexus IS great. Friendly, fast, courteous and informative!!! No complaints here!!!!!!Adrian Sadler was very professional with a great perso Serramonte Lexus IS great. Friendly, fast, courteous and informative!!! No complaints here!!!!!!Adrian Sadler was very professional with a great personality. And soo early in the morning. More

Always a Pleasure Working With Dean Driving my fourth Lexus from Lexus of Serramonte. The service is always great. I brought my car in for a service and minor recall issue in the afterno Driving my fourth Lexus from Lexus of Serramonte. The service is always great. I brought my car in for a service and minor recall issue in the afternoon. My car was washed and clean, ready to go the next morning. Dean set me up with a loaner that I having been interested in trying and I will buy my next car there as well! More

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