Lexus of Stevens Creek Auto Repair Service Center

Thanks for the Uber ride.

As always Tony Machado is amazing at what he does! Thank you for EXCELLENT service!!

Utterly terrible. Deserved no ratings. But Melissa and one red shirt guy near podium did not disappoint me. I made this 3pm appointment for 10,000miles maintenance 2 wks ago. I have email to show I scheduled it 2 wks ago. Today I arrived 2:58pm. I am sure I was never late for this. I confirmed that I have 3pm appointment on the display/screen over a podium. I told that I’m here for 10,000miles maintenance to the guy in black service shirt. I was told to stay in the vehicle. So I stayed. I had a sign #2 on the roof of my vehicle. However until 3:20pm when I asked one guy in red service shirt about what is going on, literally NO ONE checked in. I saw many service persons passing by my vehicle. I had even eye contacts. But no check-in. It was like I was abandoned. So I asked the red shirt guy. He told me every person who can take care of me was busy. So I understood. Some other guy checked in and told me same thing but nothing happened. The kind red shirt guy kindly checked in me every person is on the calls or something. He also apologised. That was okay. But remember I had this appointment 2 weeks ago. Finally Melissa showed up at 3:35pm. She firstly appreciated my patience and did really quick job. I’m thankful for that. I don’t know what deserves my 30min patience for the appointment I made 2 weeks ago because when I entered the office, not many persons on calls. If they are really busy, they could’ve let me know when I arrived. I was just so frustrated with no check-ins before kind red guy and Melissa. Again they were nice. But the entire experience at Lexus of Stevens Creek was horribly disappointing. I visited this place many times but never been disappointed. This is first time but really got me unsatisfied. My previous visits actually made me wait for some time or longer but I did not get to being upset because there have been caring gestures every now and then while I waited. I hope this helps you all serve other future guests with a bit more welcoming demeanor. I did this because I like Lexus also because I didn’t want to get to dislike Lexus. Just saying like: Hi looks like you are waiting for a bit of time but I can check with inside and see what I can do for you, is nice to show caring demeanor. Plus I was supposed to have Uber pick m up at 530pm in front of my office. No notice nor arrangement seemed to be done until I called your office. I did ask Uber arrangement. By the time at 545pm I got picked, Melissa called me. I want to believe she double-checked my car’s maintenance is done. But it would have been greater if she could do that earlier, maybe before 530pm, if she were able to think of what I have experienced earlier. I was expecting some notice/text or call for some delay. I’m not upset with her for this but it just wasn’t good enough to make some recovery of my credit to your service.

Best service I ever had. It’s such a great pleasure to get help from Marshall. I have been pleased by the high-quality service from him. Thanks Lexus ! You have chosen a dedicated, patient, knowledgeable, informative staff member to be part your team.

thank you Adrian for your awesome customer service and willingness to communicate with me safaris f my vehicles

Chris was wonderful, but car wash was inferior. Had to rewash my side windows when I got home because couldn't see at night because of dirt on them. Still have tree pitch on car -- and bugs in grill. I know, picky picky, but that's why I have a Lexus. And I repeat: Chris was great! Thorough & polite.

James is always professional, available and accomodating

He is ok

James was great. He managed to complete the maintenance by the time I requested. Shuttle service was terrible. I was supposed to be picked at 2pm but no one showed up so I waited outside for 40min. For the first 20min, there was no updates, so I was just anxious whether I missed a ride or gave the driver a wrong number. I called the dealership twice and I got the update but it all didn't work so I took uber at my expense and moved to my next appointment in Cupertino, which should be easily made in MY Lexus if I could get a ride at right timing. Shuttle service person said they can't pay for the uber from Santana Row to Cupertino and I agreed on the phone, but I believe this was an unnecessary expense.

Great Service I love it

Great service. Thanks for keeping me informed.

Carlos provides superb customer service. Thank you Carlos!

Tony was great! He explained everything well

You’re the best, Frank!

Excellent customer service..

Thank you Paymon for explaining the issue very nicely to me. I also appretiate very much your time in showing me what was wrong with the car in tour workshop. Once again thanks a lot.

Excellent

Good service

As usual the service was great. Tommy has a very pleasant attitude and he goes the extra mile to make sure you have the type of service you desire.

Tony Machado is very professional and knowledgeable.