Lexus of Stevens Creek Auto Repair Service Center

Ramsin was pleasant and gave me a warm welcome. He also answered my call and set the right expections. Marshall was extremely friendly and a great driver. I am overall very impressed with the customer service at Stevens creek Lexus and would recommend to all my friends and family with a Lexus. I did not feel this way 6 months ago in my last visit but I am definitely surprised and happy now.

Mike Babcock has been my advisor for two vehicles and we love working with Mike. Thank you

Marshall Blank was wonderful and I have no colaints with his service. My issue is with the process to set up an appointment. The online system wouldn’t let me select any of the options I needed and booked an appointment that was then never confirmed and didn’t exist. When I finally reached someone by phone in the service department (after trying for several days) the appointment was booked and no confirmation email was sent to me so it appears none of my vehicle information was associated with my appointment. Additionally and most frustratingly, none of the pickup options were told to me. That would have saved me husband and small child time coming to get me and my Lyft fees on the way back. Your service people are great and it was a wonderful process after I got there but the booking process was not ideal.

Ramsin Pourgevargis did an excellent job of taking care of my NX and my visit overall!

Will do. Thanks, Tony!

Thank you very much. Every time you do your best to help us, you are the best

Joshua was great! He took good care of me.

My car had problems on a Sunday, I had to have it towed to the service center and left there. I msged Marshall and he got back to me promptly with getting the car set up for inspection on Monday. He msged me the next day with the offer to get me setup with a loaner car as well as multiple updates on the process of diagnosing the break down and what the service would be. He's always on top of telling me what my car needs and how long it will take, I'm grateful to have Marshall taking care of things for me.

The service was excellent.

Always great service. Tony is great professional and a pleasure to work with.

10

Excellent

very courteous and makes you feel comfortable. Looking forward to seeing him on the next servicing.

I'm very happy with the service. Excellent! Thank you

The service advisor is very helpful and informative. I will definitely recommend my friend and family. I am very happy With the service and repair.

I’ve left my car for service since Tuesday 11/28/17. I also requested to have my car detail and change the 4 tires. My consultant told me my car should be ready the next day which is 11/29/17 and he will call me to follow up. I was waiting for the call the next day but didn’t get any call back from the consultant so i called again the day after which is Thursday 11/30 but noone picked up the phone, so i left a message but never got a reply or call back from the consultant. I called the Martin Ave customer service on Monday 12/04 , they said they will send an email to my consultant to tell him to call to follow up with me for estimated finished time and i waited for 2 days but still no response. I happened to be on a business trip from Thursday 12/07 so i need to know the day i can get my car to return the loan car on time but Lexus failed to follow up with me. I called Lexus again on Thursday morning before my trip and so the representative cannot tell me the time or date my car is done and same thing, will have my consultant to contact with me for more information but ... no call from the consultant. I left for my business trip the same day. I received automatic text message saying my car is ready at 3:45pm on Friday 12/09. I tried to call the consultant again to have him aware of my situation and let them know i am on a business trip and cannot return the loan car and pick up my car until Monday but the consultant phone always go to voicemail. I contacted the customer service again today 12/09 in the morning to explain my situation and the representative said i will have to pay the fee for returning the loan car on Monday since my car was done yesterday. The representative said my consultant should be in the office now but they will leave a message to have him call me but i did not get a call from anyone. This is really frustrating and I don’t think this is a right customer service that a big company like Lexus should provide to your customer.

Great help from Mike.

He is the best ever

Driver was friendly. Tech was also very friendly and able to fix camera issues and explained how it works. Thanks again.

Tony did a great job and had my car ready at the promised time!