Lexus of Serramonte

Reviews 3

ED

Edward Marshall

Please do yourself a favor and DO NOT have your car serviced at Serramonte Lexus. I have a 2014 ES300h and the windshield needed to be replaced due to a crack from a rock. I brought the car in and had the windshield replaced for the 1st time. The rubber seal around the window was not properly seated and I pointed that out when I picked up the car. Why they did not notice this and say something really surprised me; I had to point it out. The service advisor told me it would work itself out over the next week which of course it did not. I returned the car for the 2nd time and had the windshield replaced and the result was no better. The excuse was this is a difficult job and would not look as good as the factory windshield. I said this was unacceptable. Thus, I had to bring the car back a 3rd time before the windshield was properly replaced. Sadly, it gets worse, the problems do not end here. After the third replacement there was grease all over my headliner. I had to bring the car back a 4th time to have them clean the grease off. After a short period of time I noticed that there was a problem on the right windshield pillar. I brought the car back in for the 5th time and they said there was a clip that broke during the windshield replacement and they would have to order it and replace it. In addition, I pointed out that since the windshield was replaced I was getting very poor sound quality from my hands free system when placing calls. They said the poor phone issue would be solved by resetting the system, which they did. I returned for the 6th time to have the broken clip replaced and have them look at the hands free again as the call quality was no better. You are not going to believe this – when I picked the car up I noticed the problem on the right side was not fixed. That is because they replaced the clip on the left side, NOT the broken one on the right side. It reminded me of the story where the surgeon amputates the wrong leg. In addition, they reset the phone settings on my phone itself which again did not fix the problem the phone issues. Now for the most unbelievable part, they got more grease on the already cleaned headliner. Now the car goes in for the 7th time and they fix the broken clip on the right side and actually look at the Mic and say is has some sludge on it and needs to be replaced and while the car was in they clean the grease. It had now been cleaned so many times that when they cleaned it this time the wore a hole completely through the headliner. The service advisor said the upholstery shop might be able to repair it and they would take a look when I returned to have the Mic replaced. I returned for the 8th time and they replaced the Mic. I think the system is better but does not seem as good as when it was new. As for the headliner, they never took it to the upholstery shop but I was not sure I wanted them to, no telling what else would be damaged if they did. They have absolutely NO QUALITY control at this service department – STAY AWAY.

TE

Teresa Wu

​Before we even had a chance to approach the doors that opened up to the dealership, someone from the dealership also happened to be entering the door and was already greeting us making sure we were attended to right away. Sales consultant Vy Le was asked to take care of us and as soon as he asked if he could tell us about the car we went in to take a look at, the RX 350 and 450h, we were just blown away by his in-depth knowledge of the products he was selling and the features the RX series had to offer. We went in with no intention on buying a Lexus and had thought that we were pretty much set on a BMW X3, and I have to admit, Vy basically sold us on the RX without ever coming across as selling a product to us. He had a good response to every question we threw at him and never pressured us to buy at all. We sent him the specs of the car we wanted the next day, and since there was a similar car in stock and we agreed on price, we were back at the dealership the next day. I emailed him in advance that our ETA was 5:15 PM and asked if he thought hed be able to get us out in an hour. Although we were unable to get out in an hour (dont think its possible at any dealership), Vy made the closing transaction as quick and painless as possible. Vy was there waiting by the door with the keys of the two cars we were to decide between as we had arrived. As he showed us to our car, we drove pass the service area and Vy noted the state-of-the-art renovations Serramonte Lexus had undertaken. He also mentioned in passing later that because of the large updated service facility, we would not be expected to have to wait more than an hour to have our car serviced in the f​​uture and that our car would be worked on as soon as we arrive. Even after the sale was made, the level of service never wavered. Vy immediately brought our car to be detailed as we were finalizing the financing and paperwork with the finance manager. During that time, he had all the settings on the car preset for us. After patiently waiting for us to completely transfer all our belongings from the old car to the new car, he was ready to tell us more about what to expect from the car, how to best utilize the features, and some Cliff Notes from the owners manual so that we didnt have to wait to read the owners manual to figure out. Had we not had to run home to our little one, we wouldve definitely stuck around longer to let Vy educate us on the car. In conclusion, we were extremely happy with the product purchased and the level of customer service received. We would not hesitate to give our business to Serramonte Lexus and Vy Le again.

DA

Damaris Cruz

This was the most painless process and Fernando was amazing, everyone treated me with the outmost respect even though my credit is not the greatest, he gave me options and explained everything, step by step and made it so easy for me to make a decision and going into such a big commitment. I absolutely love my new SUV and I will definitely recommend friends and family to the dealer. Thank so much Lexus of Serramonte. So, it has been 3 months since I wrote this review but this is the service Im getting now... I guess since I took a used car out of their hands now I dont deserve the same kind of service, Im pasting an email I sent yesterday to the Sales Manager Larry Abunda and I have yet to get a reply... "Hi Larry, My name is Damaris Cruz and I bought a car back in March and at the time of signing it was pretty messy to begin with, there was an IT issue going on and there was an IT person going in and out of the room because Jobelle was having a hard time getting the program to work AND there was a guy name Michael in training and he was making all these jokes and just doing extra uneccesary talking which after I had been there for a few hours it was pretty annoying. Anyways, I was told at that time that they couldn’t find the contract for tires and wheels and I was quoted the cost of the coverage monthly and I agreed to it but because there was no contract in your program I couldn’t sing it but that someone was going to call me once it was ready to sign. Well, it has been three months and no one called. Today I tried calling financing multiple times and couldn’t get a hold of nobody so I texted Fernando and of course he answered my question somewhat. So I kept calling this afternoon and again, no answer. At about 3:45-3:50 called again and pressed “4” and got hang up on, so I called again and asked to speak to the floor Manager and I got Jobelle, and when I reminded her of everything that went on the day I signed she stated she remembered and now she is telling me a completely different thing then what we talked about then and I was already not happy and she kept laughing I literally had to tell her to stop because I wasn’t laughing and I think I gave her a whole lecture about professionalism, in any case now I can’t get the coverage and pay it in monthly payments like I was told but pay $1300 + up front. So sorry for the rant but I am not happy with the customer service that I am getting, it is not the service you hear about in your greeting when calling."