David was courteous, understanding and efficient. He recognized my service was going to take twice as long as I was advised when booking, and did all he could to accommodate me.
I never met my service advisor. My car sat there all day long and when I finally called at 3pm, I had difficulty getting ahold of anybody. Finally, once I called a different line to have them track down the service department, they told me my car (7:45am appt) would be ready after 4pm for a software recall. Ridiculous! I did appreciate the uber that was sent, as well as my ride with Felix. He is a wonderful man!
I have worked with David for some time now. He is nice, knowledgeable, and reliable. I hope he stays in his job for a long time.
George was polite and friendly and made sure the work was done promptly your men did a nice job washing my NX and detailed the tires
Car was promised by end of day Friday. When I dropped it off I could see how busy you were. I asked David, my service rep, if he was sure it would be ready. If not, I would take the car home and schedule another day. He confirmed it would be ready. I needed my car because I was going out of town and would not be able to pick it up the following day (Saturday). Sure enough, late in the afternoon he calls me to say the car won’t be ready. Now I need to leave work to pick up a loaner. I was leaving town on business and would not return until late Monday, I told him I could not return the loaner and pick up my car until Tuesday morning. He said that would be fine. David promised me they would fill up my gas tank as a thank you for my patience. The loaner, BTW, had a new shifting system different than my car, a 2024 — not an old model. So I could reasonably expect the loaner to operate the same as mine. It didn’t. I had to Google how to put the car in drive — pressing Park to do so is not very intuitive. When I mentioned this when I returned the car, your staff person said “Didn’t anyone show you how to do it when they lent you the car?’ That would be a no. Tuesday in the 6am hour I get a text saying I must return the car or pay a penalty. I told David I would return the car on Tuesday. I don’t need to be threatened. I returned the loaner and picked up my car around 7:30. Took me 10 minutes to defog the windows and press the button that popped up on my screen to complete the service so the car would start —. You guys couldn’t have done that? And, oh yeah, no complimentary gas as promised. Not to mention David’s office reeked of cigarette smoke. I remember when your dealership provided excellent service. Now, not so much. Lexus of Steven’s Creek is looking like a better option.
You held onto our car longer than I thought it would be there but it wasn’t Randy‘s fault.
Eda was fabulous… attentive, thorough, great follow up and follow through. She gives me reason to stay loyal to Lexus.
Randy was extremely helpful on the phone as well as when I brought the car for the dead battery. While expecting a replacement on a 7k mile battery for my 2025 Nx350h in 2 hrs, I was surprised a multitude of tests had to be conducted before a new replacement! After all, the car was purchased new, about 13 months ago. Furthermore, I purchased a 5 yr Maintenance Contract! Additionally, I was informed by 2 Lexus Riadside Assist technicians and 3 Lexus Service Advisers, dead batteries in the NX’s have been an issue. Given all this, I strongly feel a new battery was warranted ASAP! At any okrate, I was put in a loaner for a few hours and fortunately received a new battery before service closed Friday late afternoon. This experience does not bode well for a Lexus new car of 7k miles and makes me feel extremely uneasy about driving this car! Luckily, this time, the car was in my garage when the battery failed. What if I were miles away from home in the dark, alone, twith no cell service? I trust Lexus will address this problem immediately! Nevertheless, Randy was FANTASTIC in informing, explaining and reviewing my previous service, the 1yr service, performed on 12/23/25, about 2 weeks ago, which I had not been briefed on nor did I receive return phone call. As long as I own this car, I will look forward to working with Randy in the future.
I hope someone is reading this and takes it seriously. Thank you.
Elaine T
Thank you for being available, excellent, and helpful. We love LEXUS
My car was serviced promptly and expertly. Randy is very professional and courteous. I would recommend Randy to others. I asked Randy how to release the floor mats cause they needed cleaning and he showed me how to turn the knobs to release them. When I picked up my car it looked like I had new floor mats put in as they were so clean and new looking. I love this service by Randy.
Everyone was so friendly, helpful and knowledgeable. Thank you.
Randy is always always the BEST!
Eda and the service staff were pleasant, efficient, and helpful.
Benjamin Nino has taken great care of me since day 1 and goes above and beyond to ensure everything is serviced and addressed fully. He is very professional, knowledgeable, friendly, keeps me informed throughout the entire process. I am lucky to have Benjamin Nino as my service agent. Thank you!
Randy was so helpful and pleasant. Thank you!
Eda did an excellent job!
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