Lexus of Serramonte

Nicholas Chang and team provided premium service in delivering the car that matched perfectly our requirements. During the initial test drive of similar model, Nicholas was knowledgeable and provided honest opinions on the different NX 350H Basic/Premium features based on past customer feedback. Such input definitely helped us better analyze the pricing tradeoffs.

Although there was a couple of days delay in the car delivery to the dealership location, Nicholas made sure the service on the day of our car pickup was smooth and also reiterated the different features including setting up the Lexus mobile app.

For the final add ons of financing terms, servicing, GAP coverage, etc. we were assisted by Gustavo. I was impressed with how Lexus finance team worked seamlessly in the background with the credit union that I received the loan approval from.

Overall, had a fantastic experience working with this dealership.

I need to call out my friend Fernando for providing a phenomenal experience. We wanted to upgrade to a car with all the latest safety features. We came in curious about a UX and Fernando quickly arranged a test drive. Came back from the test drive impressed but, still unsure about the safety features. Instead of just talking them through with us, Fernando took us on a test drive where he literally showed us feature by feature how they all work. This sold us on Lexus.

That UX we wanted sold right from under us but, Fernando was on it. He started sending us emails of used UX's as they popped up. Found one we liked a couple weeks later and arranged for a test drive.

We liked it but weren't, 'in love.' So Fernando started asking us more of what we're looking for in our next car. Efficiency, low maintenance, luxury and most importantly safety features were our main factors. Fernando then recommended an RZ which we had not even considered due to the terrible reviews.

Thank god he did because we were wrong! Lexus has improved the RZ's range dramatically in 2024. Efficiency was unmatched because we already had an L2 charger at home ++ it blew the UX away in luxury feel and technology. Fernando even worked with offers on the Lexus website and gave us a great deal. The day we signed paperwork went past hours and Fernando even stayed late to make sure the car was perfectly detailed for our tutorial before driving out.

Couldn't be happier with this experience and would like to recommend everyone to work with Fernando. He has poor taste in F1 teams but he will get you into a car that you LOVE guaranteed.

I think this dealership's service department needs to get it together. It would be my first and last visit at Lexus of Serramonte.

1) Brought the car at 15 mins before check in time and had me waiting for 40 minutes
2) I was told that the vibration on the driver side mirror would take a few days or so to diagnose. My issue? A vibration on the side mirror covered by warranty.
3) Can't provide a loaner and was told to book an appointment 2 weeks if we want a loaner. Disappointing.
4) My review is based on my experience. The people were courteous, don't get me wrong. I feel like they really are just understaffed and under resourced.

I pulled out my car same day and took it to Lexus of Putnam, who was able to provide a loaner same day and diagnose the issue. Lexus of Putnam knows how to treat their customers right. It's farther but I would say it's worth the travel.

What a day, what a day.

We spent most of our day going up and down Serramonte car dealerships. We ended up at Lexus of Serramonte. We were debating a new hybrid Honda or a used hybrid Lexus.

We were at the lot looking around and Tyler came out to help us. We asked about hybrid vehicles and he provided a lot of information. During the test drive he drove the first half and explained the features the Lexus UX has. Too much for me to explain, but it was definitely very thorough. The part that blew my mind was that the vehicle's smart enough to auto slow and stop during cruise control by sensing the vehicle in front. Technology nowadays, sheesh.

When we were waiting for our turn for the financing/signing portions, we checked out the lounge. There were TVs, restrooms, hot/cold water dispenser, and a coffee/hot chocolate machine. I had two cup of hot cocoa .

We also traded in her old 2006 Honda Accord.

We had a really good deal and a positive experience. Ask for Tyler, good customer service and was patient with my wife's endless questions.

We are very disappointed in the business practices of Lexus of Serramonte. My wife and I purchased a pre-owned 2021Lexus NX300h in December of 2023. The problem comes with promises that were not carried out in our agreement. We paid nearly $1,000.00 for special permacoating on the paint. After 2 mos. we noticed water spits on the car. We took the car to a professional detail shop and discovered that we did not get what we paid for and we purchased their services and the water spots disappeared.

We also had an agreement at the time of purchase that our windshield would be replaced due to a chip in the windshield. When the car was prepped for our pickup we were notified that the chip had been filled vs. the agreed upon windshield replacement. Within 2 weeks the chip reappeared and we took it back. The dealership inspected it and refused to replace the windshield as ou originally agreed.

The final straw is that we never received the California License plates that we paid for at the time of purchase. We were told by several employees of Lexus Serramonte and the actual employee who worked with the California Depatment of Motor Vehicles (DMV). Each month we were told our plates were coming. We were sent temporary tags for the paper plates that we drove off the lot with. It has been at least 10 calls and almost 9 months and we still don't have the DMV plates. My wife complained to DMV and after an investigation during month 7 we were told that there was an issue with issuing the actual license plates due to an unnamed issue with Toyota who owns Lexus. We still don't know what the actual problem is with issuing the actual license plates.

Was the car stolen, altered, misrepresented, delinquent in paying fees, etc.? We can't get anyone to tell us why we have not been issued the DMV plates that we already paid for. Lexus of Serramonte has only told us that they will send us a temporary tag that is good for 60 days at a time.

This is a 9 month fiasco with no explanation from Lexus of Serramonte on why our vehicle a 2021 Lexus NX300h cannot receive the DMV license plates that we paid for in December of 2023.

We were interested in the RX350L and asked for a test drive, unfortunately we were told that there were no available sales workers that night. The manager Manny asked us to return the next day. The very next day, we return and Manny notified us that the car we were interested in had sold that morning. He introduced us to Eric Weichardt. The 5 star rating was because of our experience with him.

Within 10 mins of arriving and being introduced to Eric, we were inside a RX350 on a test drive. Eric was knowledgeable about the different years - took the time to understand exactly what we were looking for in a vehicle, asked insightful questions. His extensive knowledge of the inventory and the features of each year was impressive, and he patiently explained the benefits of different models, making sure we had all the information we needed to make an informed decision.

What truly set Eric apart was his genuine care and dedication to finding the perfect car for us, rather than just making a sale. He was honest and transparent throughout the entire process, providing a level of service that is rare in the car-buying experience. There was never any pressure, only support and guidance. His commitment to customer satisfaction was evident every step of the way.

Fast forward 4 hours later, we traded in our BMW for the Lexus RX350. Nearing 10p when we signed the paperwork and were handed the keys. Eric offered to give us a tutorial on the functions of the car which we will gladly take him up on!

Eric is a standout in the industry. We are beyond thrilled with our purchase and the outstanding experience we had, all thanks to Eric.

*Review on purchasing experience*

I had the great pleasure of working with Tyler B. From the very first day I walked into Lexus through the delivery of the car, Tyler was extremely professional, patient, and responsive.

I walked in with the intention of browsing, not buying. I was transparent about this, yet he still treated me well. I appreciated that Tyler actively listened to my concerns and desires for my next car. He made a note of what I wanted and didn't want. He persistently followed up with me without being too pushy. He answered many of my questions (both in email, text, and in-person), questions that were obvious and already previously said. There was a point in our conversation where I found a better offer somewhere else and I asked if he could match it. He told me he could not and even encouraged me to go with the other offer. I thought the relationship would end there. However, Tyler surprised me and found a car that fitted (and exceeded) my needs at an incredible price a few days later. Within 4 weeks of walking into Lexus, I ended up with a new car!

I have high expectations for excellence and service and I do not tolerate arrogant, disrespectful, unprofessional people. Tyler NEVER gave me attitude during this whole process and I definitely pushed his buttons (especially during the negotiation stage). Truly outstanding service for a man so early in his career. I know he will go far as he continues to uphold such professionalism and honesty in his work.

I'm referring everyone in my network and my network's network to find Tyler B. if they're in the market to buy a Lexus. Tell him Megan sent you if you read this review. He'll take great care of you! ;)

Amazing customer service by Erika!

Scheduled an appointment here for an oil maintenance and was greeted by Erika. We immediately bonded over my Kuromi license plate and our obsession for Sanrio hahaha. She was incredibly friendly, knowledgable, and efficient. She also provided me an accurate time of when my car would be ready.

I felt very well taken-care of and received an update via text once my car was ready. Overall one of the best services I received from Lexus and I'd definitely get my services done with Erika again!

I had an extremely disappointing experience with Lexus at Serramonte. Their buying department contacted me to purchase my Tesla, and after emailing back and forth with a representative and providing a payoff quote, I made it clear that I expected them to meet my quote before making the drive. They assured me they could meet my expectations and invited me to bring the car in.

Upon arrival, I was greeted by the same friendly and polite employee, which was the only positive aspect of my visit. She asked me to wait in the waiting room while she prepared a quote, assuring me it would only take 15 minutes.

Ten minutes later, she returned with a quote that was nowhere near what I had discussed with her less than 24 hours ago. She noticed my shock and even asked if I was expecting something else. It was as if our prior email exchange had never happened, despite me clearly stating my expectations.

This experience was a complete waste of my time and a blatant disregard for my clear communication. I am extremely disappointed with the misleading assurances and unprofessionalism displayed by Lexus at Serramonte. I would not recommend this dealership to anyone looking for an honest and straightforward car selling experience.

Fuck this place!!! Me and my family walked seen about 10 plus employees not even a hi let alone assist to help!! Negative stars!!!