Reviews
JoJo Alon-Roa
Recently had a service done with them and I must say Lexus serramonte never fails. My service advisor was Signe and she went above and beyond. She listened and delivered. Couldnt be more satisfied with their great service. Always great having my car serviced with them. Thanks Signe!
★★★★★ 5 months ago
Alexis Roan
Got my car serviced today and specifically mentioned multiple times to not perform a car wash since the front of my car has PPF. The team who performed the service ended up doing a car wash and MISSED THE NOTE after mentioning that I would like to opt out of this complimentary add on. My car showed scratches from dirty towel marks (something I wanted to prevent to maintain a good topcoat paint). Spoke to the manager of services and they were not showing any empathy towards the mistake his team made. They even questioned if the car actually had PPF which did not help escalate the main issue. It was the advisor who offered to fix the mistakes (thanks Hector) to polish the marks and offer to gas up the car. Lexus of Serramonte, do better and read special instructions provided by the customer.
★☆☆☆☆ 9 months ago
Maria T
The customer service was great, very responsive and gave good advice in how to move forward with the issue of our vehicles without being pushy. Thank you, Allister, our service consultants. Will definitely look for him again in future in case we need assistance.
★★★★★ 5 months ago
Jhulsany G. Futol
Great overall experience! I lined up early for my 8:15am maintenance appointment. About a dozen cars were lined up before they opened. Fortunately, the service advisors worked quickly and efficiently in checking in with everyone. Allister (spelling?) was very polite and made the process very easy. I also asked for a loaner car in case of long delays that would've caused problems with my plans. Jose was also very polite and helpful in helping me get a vehicle similar to mine own. It took about 2 hours. Overall, I had a very positive experience!
★★★★★ 6 months ago
Leo Fong
I took my 2018 GS 350 F Sport for my 15K service today. Upon inspection, they found that the water pump was leaking anti freeze, luckily I purchased an extended warranty and it was covered and replaced with a new one. My service consultant was Dean he was very thorough and made sure everything was taken care of. I purchased my vehicle here and have always had a pleasant experience whenever I brought it in for service. Dean is a gem! Thank you! Love you guys!
★★★★★ 10 months ago
David Szeto
Pete did a great job with my service. The online system bugged and booked him right as he was about to leave for the day, but he stayed to help and was patient with the entire process even though it took a while to complete a system update. Extremely personable and helpful through and through.
★★★★★ 5 months ago
Lauri B
Signe Henriksen provided top-notch customer service! Although I changed my payment preference a couple times, it was no problem. I felt she listened to my concerns and addressed them directly. The services she recommended seemed right on target. She even went above and beyond by assisting me with the installation of the cabin air cleaner. The waiting room was comfortable and I really enjoyed the espresso. Overall, it was a very pleasant experience and I won't hesitate to bring my Lexus here again. Thank you!!
★★★★★ Edited 5 months ago
Cynthia Wollitz
I had an excellent experience at Lexus Serramonte Service Department for my first maintenance service for my new IS. . The staff is very professional and courteous and the dealership is welcoming with exquisite presentation. Many kudos to Erica Guzman for her exemplary and quality service. She is very courteous, knowledgeable and a very good representative of the Lexus brand. Thank you Erica for your service. I will definitely reach out to you for my service needs and consult!
★★★★★ 5 months ago
Carolyn Garrick
The customer service I received at Lexus Serramonte exceed my expectations. I received personal attention and explanation of what was being done to my car and what might be needed in the future. The service has changed for the better compared to when I was there a year ago. Please keep up the good customer service, it makes a difference.
★★★★★ 5 months ago
allen olivo
service advisor great, loaner car great. service tech advised my year-old dealer-installed battery was bad, got a new one on warranty. today, two weeks later, battery light on. heading to dealer tomorrow. my opinion is cause of first battery failure was not diagnosed and now i have to take more time to get that diagnosed.
★★★☆☆ 5 months ago
Clifford Yuen
My service advisor was Allister Anasco for all the years I have been with Serramonte Lexus. He is the best. He is always thorough, knowledgeable and professional. No doubt to recommend him if anyone is looking for an advisor.
★★★★★ 4 months ago
Sheila Pagcu
Tried looking at a car to purchase. Manager didn’t try to make any type of deal with us, and pretty much said that he won’t discount anything for us. Made us feel so unwelcomed and we took our business elsewhere. Jeep actually did anything and everything they could to help us and to get to a price point we wanted, color of the car, features we needed, and everything else we wanted. Bought a new car from them! What a dealership should do. Would never recommend Lexus to anyone.
★☆☆☆☆ 3 weeks ago
victoria star
Despite our previous positive experience with this location, our recent visit was disappointing. We had previously dealt with Dean de Castro, but we were transferred to Allister. When Allister reported the necessary services, he conveyed a sense of urgency. It is unclear whether this assessment came from the mechanic or Allister himself. The initial report from Allister was as follows: 1. Brakes were reported to be in “2mm” and rotor required replacement. 2. Ball joints were leaking and needed to be replaced. We subsequently obtained a second opinion from another Lexus service location, which provided a less critical assessment: 1. Brakes were still in the yellow tier and rotor could be resurfaced. 2. Ball joints were not leaking but only seeping. We also had 4 tires replaced and an oil change which we don't have any complaints about. For over 15 years, we have consistently relied on the services provided by Serramonte Service. However, this particular instance was an unfortunate case of a malicious suggestion.
★★★☆☆ 4 months ago
James Lim
Jason Wu was great. Very helpful and pleasant to work with. Only thing that made this a 4* wasn't anything Jason did, but who ever turned off my auto e-brake setting should've turned it back on or not have turned it off. For anyone else who would've NOT known how to turn it back on, would've thought something was wrong with their e-brake not engaging or disengaging shifting in and out our Park.
★★★★☆ Edited 4 months ago
Sandra Flores
We recently brought in a previously owned vehicle for substantial service work, and the experience was excellent from start to finish. Dean DeCastro provided outstanding customer service—he was transparent, accurate, and respectful throughout the entire process. His professionalism and clear communication made a significant difference. Truly a great example of customer care done right!
★★★★★ 4 months ago
Michelle Camacho
I had such a great experience at Lexus! Erica and the service team was helpful , courteous, and kept me updated throughout the process. My car was ready on time and came back spotless. I really appreciate how smooth and stress-free they made my whole visit!
★★★★★ 4 months ago
Eric Chen
Went to Lexus and got assigned Eric (coincidentally the same name!). Everything was explained well and the service really felt like they were giving you the best experience. Got my oil change and tire rotation done with complementary car wash / vacuum too! Would definitely come back again.
★★★★★ 3 months ago
Harvey Tripp
I had a wonderful experience. My outer rear tail light led assembly went out a few days ago, so I went to Lexus to get it replaced. I needed the part ASAP as to avoid getting at ticket for broken tail light. The parts came overnight, very speedy. When I wanted to check in my car for service, they were pretty slammed and told me it would take a while to get to my car. The service manager Dean, was extremely helpful. He took some time to help me specifically and got the job done in 15 minutes. He also helped install new rear car hatch struts all free of charge, saving me hundreds of dollars.
★★★★★ a month ago
Ru F
The worst experience I could have ever expected, especially from Mercedes. I purchased an E class last month. My vehicle was having malfunctions with the heating system. It was glitching and not turning on the heating system. It is currently winter time is very cold in San Francisco. I brought the car in the following week. They told me they did not have an appointment for me until three weeks out and did not have a loaner vehicle available until then. I returned from my appointment date and they told me that it was scheduled for the following week. I asked to speak to a manager and finally after an hour of debating and pleasing to them how important it is for me to have my heating system since it’s freezing outside they agreed to give me a loaner vehicle and take my car in for Repair told me that Needed to update. I was supposed to receive my vehicle back in two days, but it took them over a week when I brought back the loaner. They told me that it had a scratch on the lower passenger side bumper that I was completely unaware of and did not cause they tried to show me before and after pictures, but in the photos, you cannot see the lower bumper at all, especially on the right driver seat they asked me to pay them $500 which I refused and told them that I would need to speak to my insurance first once I got in my car I realized that the problem was still there, and the heating system did not work. I called to try to schedule to bring the car back and the guy by the name of Oscar was very nonchalant and very unprofessional from the very beginning until the last call, I made to him asking him when I could bring the car in. He said whenever you want to, and I explained to him that that’s not the case that I need to make an appointment he told me he would call me back. I asked to speak to a manager. He told me a manager would follow up with me. It’s been two days and no one still has reached out to me. It actually caused me to go and sell my vehicle and get into a new Mercedes that unfortunately got me $10,000 in a whole upside down. I will never recommend them ever again. The Mercedes-Benz in Belmont took the best care of me. I got a new car with no malfunctions. They even gave me a huge gift box with a swag bag a blanket and a thermal cup. They gave me complementary mats for all weather purposes and spent over six hours with me asking me the right questions letting me test drive over five different vehicles and I finally got what I wanted unfortunately I took a huge loss from the ceremony Mercedes dealership. Please beware do not go there. Do not deal with their sales team or service team very unprofessional and will try to blame damage damages of their loaner cars on you to get a $500 charge.
★☆☆☆☆ 2 months ago
Nguyen Khanh
I had an excellent experience at Lexus service today with Radley. He checked my car very quickly and was extremely professional and helpful. The service was smooth, efficient, and honestly one of the best service experiences I’ve had. Radley made everything easy and stress-free. Highly recommend Lexus service at Serramonte and definitely ask for Radley Abarrientos if you can!
★★★★★ a month ago
