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August 2024 by Hannah White
I recently had an extremely frustrating experience with Lexus of Serramonte's service center. I brought my car in after my car was stolen, and they quoted me a staggering $14,000 for repairs, including replacing the sunroof and re-programming the key. Their proposed solution involved taking apart the entire dashboard to replace the ECU, as they apparently tried to re-program the key and failed. The service member was unable to articulate the exact reason that they needed to replace the computer, other than, "we tried to reprogram it and it didn't work."
To my dismay, their diagnosis turned out to be completely off. I decided to get a second opinion at another dealership, and they were able to re-program a new key swiftly and efficiently—without needing to replace the immobilizer and steering column ECUs. The total cost from the Lexus of Pleasanton Service Center was significantly lower ($4000 total), which only highlights how unreasonable Lexus of Serramonte's quote was.
I am deeply disappointed with their service. Not only did they attempt to overcharge me, but the service member I interfaced with was pushy and rude. They took two weeks to send me the initial quote, and after a little more than a week after the initial quote was sent (in which I was trying to get in touch with other service centers for a second opinion), they threatened to charge me a "storage fee" for my car.... when they were the ones who took 2 weeks to send me the initial quote in the first place! I can't believe I paid $500 for an incorrect diagnostic and a failed attempt at a key re-program. Either they are inept at their jobs or just complete scammers.
I would not recommend this service center based on my experience. If you value honesty and reasonable pricing, it might be wise to look elsewhere.
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August 2024 by Sharan Naribole
Nicholas Chang and team provided premium service in delivering the car that matched perfectly our requirements. During the initial test drive of similar model, Nicholas was knowledgeable and provided honest opinions on the different NX 350H Basic/Premium features based on past customer feedback. Such input definitely helped us better analyze the pricing tradeoffs.
Although there was a couple of days delay in the car delivery to the dealership location, Nicholas made sure the service on the day of our car pickup was smooth and also reiterated the different features including setting up the Lexus mobile app.
For the final add ons of financing terms, servicing, GAP coverage, etc. we were assisted by Gustavo. I was impressed with how Lexus finance team worked seamlessly in the background with the credit union that I received the loan approval from.
Overall, had a fantastic experience working with this dealership.
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August 2024 by Just In
We picked up a new NX350h here, and I would saw we got a fair-good deal (not excellent). Fact of the matter is our sales guy knew the car in and out and was way more informative than other Lexus sales I've interacted with. The manager also seemed determined to get the sale through.
The problem with this place is there's absolutely no dealer incentives here. No willingness to budge on particular vehicle options. No free oil change nor any other service/parts/merchandise coupons for a new car customer. This was really disappointing, and overall as we were happy with our purchase I wouldn't give repeat business unless the deal was, what I consider, excellent.
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August 2024 by Ran Ye
Gary is awesome! The service was great, very smooth!
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August 2024 by Abdul Matin Rahmany
Great customer service by Manny the sales manager he is one of the best person to deal with very professional and polite we really appreciate the business, recommended 100%.
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August 2024 by Martha Lybarger
Excellent customer service!
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August 2024 by Jayden Li (me222wwww)
I am extremely disappointed with my experience at Lexus of Serramonte. I took my car in for service, and during their car wash, they damaged the paint on my vehicle. To make matters worse, the manager, who was supposed to assist us, was too busy chatting with his coworkers to address the issue. We were forced to wait for two hours without even being acknowledged. Not only did they fail to offer ANY compensation for the damage, but the lack of professionalism and customer service was shocking. I expected much better from a Lexus dealership. I will not be returning and would not recommend this place to anyone.
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August 2024 by Sox
Poor customer experience visiting this dealership. There was no sales person that approached me. I even left my contact information with a sweet attendant gave him specific information on which car I wanted to buy/lease from them directly.
It has been 3 business days and I have not gotten a call.
I’ll just have to take my business elsewhere.
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August 2024 by Dirk Lu
We encountered with Mason, not a very nice sales and impatient. He wanted to make a quick sale in 10 minutes or he will help with the next customer. He really wanted us to buy the “new” white es 300h which has 2000 miles on it , but my wife likes the is350 better and then he started verbally pushing us out, telling us we should check out other dealers. Thanks to Mason, we finally got our brand new is350 from another Lexus dealership the same day!!!!!
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August 2024 by Thien Trac
The sales process was good but the after-service after the purchase is horrible. Overall experience was unsatisfied, inconvenience. With the price of the car, we were expecting better car buying experience,
I bought the car with Max on Sunday, 07/28/24, the test drive, pricing, and payment were less than 4 hours which was not too bad. Within the deal of the car, we agreed on the floor mats, cargo mat, and crossbar. We weren't aware of the part department close on that date so all the parts agreed on were unavailable. Max told us if we come back on Monday, they should have ready, but we can't due to work schedule so we told him we will come back on next Saturday, which was ok
On Friday, 08/02, texted to confirm if the parts are available to pick up the next day and would need help setting up the digital key. Response on digital key but No response for part availability. First red flag
On Saturday, 08/03, we arrived when the dealer opened to avoid busy. The sale man was with another customer so we waited. After 1 hr, our salesman asked another salesman to help us out to printed part receipt. We brought the receipt over and was told only the mats were available, they didn't have any crossbars available and we would need to install them ourselves. They informed us that they will order and would need to come back again on early Monday to pick up (are you kidding me?- Second red flag). After back and forth, they were willing to ship the part on Monday so we could receive it the next day.
Was also asking for help with the digital key, and were told to come to service department to get help, we know we don't have appointment so we waited, also only 1 person in the whole dealership that can help with that @@. We been told to wait 5-10 minutes, which end up to be 2.5 hrs wait
Monday, 08/04, texted our saleman, he said he was off until Wednesday, so called the part department at 4 pm and the excused this time was part arrived late in the afternoon, not able to ship (why did you told me on Saturday to pick up early Monday?)- Third red flag
Tuesday, 08/05, called in the morning, was told for sure the part will be ship out same day and tracking will be provide. Learned my lesson, in the afternoon, called to confirm, and was told the person in charge of shipping this already left for the day
Wednesday, 08/06, texted sale man again for update, he couldn't get hold off the the person in charge of shipping, called the dealership and was told that person is off until Thursday
Thursday, 08/07, was informed that the part will be ship out on Friday, 08/08 instead of Monday like originally promise by the dealer
Very disappointed with the overall service, with the price of the car, this doesn't seem to be "luxury"
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August 2024 by James Lyons
We had a great experience leasing our new RZ300e from Lexus of Serramonte. The price was perfect and the service was even better. We worked with Victor who was professional, knowledgeable, and made our experience very easy. Over the years we have purchased and leased many cars. This was as good as it gets.
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August 2024 by Vee A Almazan
From being best to worst. I highly recommend Gary as the salesman. Very professional. Reason for 1 star is the management. Regret of buying my 4th Lexus with them. Dishonest management and greedy. The new management has changed from being the best to worst. Will never go back and will not recommend.
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August 2024 by Michael Yee
This is why our family keeps coming back to Lexus of Serramonte after all these decades! Radley, Kristian, Antonio, Pete, Bobby, the people at the front desk, and everyone has been super helpful and friendly every single time. There are lots of benefits from owning a Lexus, so check it out! This support makes a big difference.
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July 2024 by Chris Wallner
The sales staff was professional in the purchase of a used luxury vehicle. The purchase process was easy and without pressure.
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July 2024 by Kennedy Ma
Victor, really helped my father and I out. Great discount and was able to get us out in under 3 hours so my dad could catch a flight. 10/10 experience. Thank you Lexus of Serramonte.
