Lexus of Stevens Creek Auto Repair Service Center

I’ve been bringing the NX to Roseville since we bought it and after having Sophia take care of it I would have to say I’ll stick with her and let you guys do the service from now on. ???????? Definitely give her a 10+ rating!

Samson Du was courteous and informative.

Samson was courteous and informative. 10/10 from me, he even got my car back from the Colman location much earlier than anticipated. Great service.

Thanks Randy for your great service and thoughtfulness to have the paint ready when I pickEd up the car. I waited 40+ minutes to get my vehicle after paid at the cashier, somehow they couldn’t locate my car.

Samson was professional and made the transaction great and easy for me I’ll be back

Paymon is the best. Always efficient and professional. We enjoy working with him.

Hes was great. But it took just over three hours for the service to be completed. I had thought it would only take about two hours. Everyone I encountered at the service department was friendly and helpful.

Strongly satisfied

Ramsin did an excellent job facilitating the service recall on my RX450h. He arranged for the loaner and had the vehicle cleaned nicely. Thanks so much for his efforts.

Very good service

The experience was perfect, Minh was helpful and attentive throughout. Thank you

Paymon is awesome! Great customer service! :)

Great to meet you Sophia Shin

As always, Ramsin gave first class service. Polite and helpful..

Quick service, full tank of gas and car wash. Cannot complain.

Great service

Excellent!

I’ve never had such bad service before at Lexus. This is why I bought a Lexus and have refused to buy a new cart. This changes everything because I don’t want to risk having another experience with you. Here are some comments. I hope you take them to heart. 1. You need to believe clients when they claim there are problems with their car. 2. You should not be defensive, aggressive, and condescending with your remarks. 3. I do not appreciate my intelligence being questioned - Yes, I know about Covid 4. Yes you deserve a day off but you shouldn’t give me excuses like that. 5. I know you are busy because of Covid,etc but emails from customers should be a high priority especially since you mentioned that email is a good way to contact you. 6. It would be nice to get periodic emails from you given that you had my car on & off for a full month. 7. None of my concerns felt heard by you. 8. You do not have the right to compare my email response to you (within 24 hours) as comparison to your delay of almost a week - very not appropriate. I do not work for you. 9. You should not threaten me with “no service” unless I stopped arguing. Obviously poor customer service. 10. Your first words to be shouldn’t be “You need to pay for this” - if you read my entire email and watched my videos - you would have known my concern wasn’t the leather. 11. All this could be avoided if you “heard” my concerns and mentioned that you will look into this instead of trying to send me away. Instead of insulting me about the email, all you had to say was I’m sorry that it took so long for me to get back to you instead of insulting me regarding Covid and being condescending on my email speed. 12. You are incredibly rude - I hope you were just having a bad day but you weren’t exactly nice to my wife either on the phone. 13. 3 visits for this maintenance is not great. The first one was because YOU forgot about the radio knob and fan piece that you had mentioned on the phone that you would get for me. 14. I didn’t have my car for month. 15. Your email to me to let me know that my car is ready had no indication of perception of an upset customer. It would have been nice if you had mentioned that you were sorry for a poor interaction. This makes me think that you feel that our encounter was appropriate which us wrong. In thought the customer was always right in situations like this. 16. This is my perception. I’m sure that yours is different. I’m happy to talk to you if you don’t feel that I’m correct in my perception. Of course by calling me to debate this issues wouldn’t be the right thing to do, An apology would be nice along with what you are apologizing for. 17. I retired now but I was an administrative physician who taught courses on customer service. I sometimes volunteer my time to give talks on service. The only thing that was a positive from this experience was that it gave me a bunch of examples on what not to do. Cliff ****-****-xxxx

End of day pickups I know must be challenging but waiting for over 25 min to get your car was not what I had in mind.

Good service