Lexus of Stevens Creek Auto Repair Service Center

James Luong is an excellent consultant! He is very knowledgeable, efficient and gets the job done! He's awesome!

Marshall was great. Thanks!

Great help and service from Frank today!

Alyssa took great care of me. Lexus is lucky to have her representing the brand!

No complaints.

Gary was very professional, kind, and answered all questions

Good

Ramsin Pourgevargis is nice , I am satisfied with the way he treats me.

As always my service advisor was professional and pleasant. Thank you!

Excellent service, he eased my worries when I unexpectedly had to work late and wasn't able to pickup my car the same day.

Ramsin is awesome and I appreciate and rely on his expertise regarding our car. While I also appreciate technology and the use of text to notify me the car is ready, I prefer that text to come from him instead of some machine. I pay a premium to service my car at the dealership, and having a personal service advisor keep me up to date is important to me.

Perfect

James provides the best customer service!

Seemed a little distant and it as friendly as the ones we have dealt with before.

Brought my car in for the manufacture recall & oil change on May 6, 2017. Initially, when I called to make the appt, I was told that it would take 5 hrs for my car to get serviced. I chose a day that worked best for me. A day where no loaner cars were available, but that was ok, because my Fiancé was able to pick me up and take me back to the service center. When I arrived to my appt that morning, I was welcomed by staff per usual. I usually go to this specific location for all my car needs as it is closest to home. Not thinking twice about anything that morning, I walk into the lobby, being approached by one of the advisors shortly after. As I am sitting in the office with Justin, it was nothing less of good customer service, until, he told me that the car might be ready by 5p and then asked me if It couldn't get done in time, would lexus be able to keep my car until Monday. I told him that it would be inconvenient for me especially without having a loaner car. He then proceeded to tell me that he will try his best to get my car done by 5p, if not, he would do his best to give me a loaner vehicle. I asked him to please update me whether or not they'll be needing to keep my car, and he said that he would contact me to let me know. 7:30a to around 3:30p, I have not heard from him. So I took the initiative and called lexus for an update. The person who answered told me that he would send my advisor an email and that I would get a call back. Few mins later, the advisor called, and the conversation we had over the phone, was slightly different than the conversation we had that morning before I left his office. He basically told me over the phone that he had already told me my scheduled pick up time, which he never did. But because I'm not one to complain or argue, I said ok. Then he went on about how they close at 5 - 5:30, but to not be there no later than 5:45p since they will be closing. So I arrive around 5:30p and I go into the office for paper work. Normal routine. He then told me that they were finishing up my car and that it was getting washed and that it would be out soon. He asked me to wait in the lobby. As I am waiting, I get an e-mail at 5:46p telling me that my car was ready. I continued to wait, and one of the receptionist that evening asked me if I was waiting for my car, I told her I was, and she then told me that it would come out on the side where we drop off our cars. I told her that I was still waiting on the paper work from the advisor and that I have not paid yet. Finally, Justin comes out with my paperwork and I proceed to pay. He again assures me that they will be bringing my car out. I continue to wait outside, being as patient as I can be knowing I was already late to an engagement I had that evening. There were 2-3 employees outside, which one had told me that they were just putting dressing on my tires. And that it would be out. When my car finally comes out, it was not washed at all. It came out completely unwashed, nothing!! I walked up and immediately said "are you kidding me??!" The whole time I was waiting, I was told my car was being washed! And it obviously was not!! Then one of the employees had asked me "if you have time we can bring it to the back to get it wash" I told him of course I wanted it washed and that it didn't matter anymore because I was already running late. Unapologetic, all the employees that were around walked off, like nothing happened. At this point I'm completely frustrated and angry. I get on my phone to tell my Fiancé what was going on, and the same receptionist walked out , ready to go home. She must have heard me talking on my phone, because she then turned around and again asked me if she can help. I briefly explained to her what just happened, then asked me if I wanted to speak to the manager, Todd. I told her yes. She leaves and I continue to wait. Again, I watched my car being driven around the other side of the building, unwashed. The guy driving it finally parks it to where I am standing and tells me that the car wash is closed. Then another employee approached me with vouchers. Telling me to bring my car back for a wash. I was done, I just wanted to speak to the manager in regards to the service I received. The employee again tells me that he would go get Todd. I see the same employee who asked me earlier if I can wait for them to wash my car, approaching me. And I immediately asked him "are you Todd, you're the manager?" Mind you, this is same gentlemen who asked me then left without hesitation, without any compassion about the terrible service that I just got. I'm thinking to myself, great no wonder why the employees seemed so careless. So I began with telling him my experience from making my appt up until the end. He basically told me that I experienced every pothole that the company was going through, in which they were trying to fix. Told me sorry & handed me his card. To bring my car back for a car wash. My experience at lexus that day was completely off! From the beginning to end. Besides the receptionist, I want to say her name is Jessica, who was the ONLY one who was helpful, all the other employees that I encountered that evening were very unprofessional. Management included. All the years I have been going there for service since 2008, my experience that day was completely unpleasant. I will not be bringing my car back to that location. I would rather drive 30 min from home to get it serviced else where. I hope that nobody else has to endure what I went through. In hopes that this "comment" will help the company better their customer service in the future.

Excellent service as usual. Thank you!

Not complete the job as paper work say

Service was good. Center was good to wait in.

Another excellent service experience...thanks Sherwon

James Luong is a excellent example of quality customer servicemanship.