Lexus of Stevens Creek Auto Repair Service Center

It seems to me that the whole process of dropping off the car and picking up is slower than it used to be. Since drop off and pick up are at the same location, it creates unnecessary jam in the area. Waiting for the advisers in the car makes the queue looks longer. Hope the flow can be improved.

I had an appointment for a 20K mile service for my 2015 ES350. I was told that the service will take 2 hours. My very pregnant wife brought the car in for service. There was a line of cars out the parking lot that day and she sat in line for a half hour before a valet came by to put a number on her car and told her that the service will take all day long given the number of cars that were in line ahead of her. At this point my wife left since she had to pick up our kids from school later that afternoon and couldn't wait around all day for the service. I called the appointment desk and explained the situation and was reassured that someone from management would call me back. Since no one called for two days I called back and was given another appointment for Friday 9/15. I asked if I could drop the car off the night before and was told I could. I dropped the car off at 8:30pm on Thursday 9/14. I didn't get a call from a service advisor on Friday to let me know my car was ready or if they had any questions. I called on Saturday morning and was told that my appointment was marked "no show" and they didn't know where my car was. I was told that a service advisor would call me back and let me know. I didn't get a call until 3pm. Since I was busy running errands I couldn't answer my phone. At almost 5pm I got another call and the service advisor left me a voice mail that my car was ready. Had I not called on Saturday I don't know how long my car would have sat there without anyone calling me. This, coupled with giving me incorrect time for service (all day instead of 2 hours) has left a very poor impression on both me and my wife and we will not be bringing back our car to Stevens creek Lexus for service and will be letting everyone in our family know not to get their car serviced at Stevens creek Lexus. For the record, we have 5 Lexus in the family (2 ES350, 2 RX350, 1 IS200) that we get serviced at Stevens Creek. Very disappointed.

Excellent service. Best service writer in the world.

While my experience with Paymon was good, the fact that the system did not register my parts to be added to my car was not acceptable. We had to scramble to get the parts we were promised installed in order to return our leased vehicle (a Toyota mind you) and then make it to my mother-in-law's birthday party. I have provided more details in other surveys, but I'm tired of being a broken record. My email is

Mike was very friendly and helpful. He was easy to talk to and answered all of my questions!

Service is great in all field, all the people are friendly and professional, love the service at all

I have already completed a survey rhis morning,

Excellent service!

He was great.

Carlos was excellent !

Ransin's attention to customer service is always a 10+ and one of the main reasons I continue to pay dealership pricing for my vehicle maintenance. Lexus of Stevens Creek always represents the Lexus brand!

Remarkable

3.2 hours for 10k service. Waited 20 min. To check in, waited 20 more min. After finish to get car.

James Luong is very helpful.

Great and fast!

He is fanstatic!

None

Excellent

Lovely staff professional service

A professional approach. Great!!!