Lexus of Stevens Creek Service Center

I’ve been to Lexus service centers in San Diego, Carlsbad, Denver, Las Vegas and now San Jose and across the board have always been impressed with their quality of service, and level of customer service.
Being new to San Jose the experience at Stevens Creek was hands down the best I’ve had. From the valet, the front desk secretaries, to Andrew the service specialist I dealt with they went above and beyond my expectations.
All Lexus dealers have incredible pride in their work and their products however here you can tell they enjoy going to work and genuinely enjoy the people they interact with on a day to day basis. The level of care and conversation was genuine and impressive.
⁵⁄₅

The roommate and I bought a used 2013 Lexus CT200h from Stevens Creek back in March of 2015. He noticed the mirror was loose after we took the car home, so when I went to the dealership to finish up our paperwork, they directed me to their service center to get it fixed. I drove straight here from the dealer.
I arrived late in the afternoon without an appointment. (Though the dealership may have called ahead to let them know I was coming? I can’t remember.) There were a few customers looking around and maybe waiting, but I was able to quickly speak to one of their representatives. Unfortunately, I got here close to closing so there weren’t any service personnel avail to take a look at my mirror. The customer service person was super helpful with scheduling an appointment for a later date so the roommate could bring the car back. She said if the service was going to take a while, they’d give the roomie a loaner car. Turns out, when he went, it was super fast and he was in and out of here in no time.
I may have been one of the lucky ones and just walked in on an off time when they weren’t busy, but I found their services to be quick and efficient. Can’t really ask for much more from a service center.

Based on customer service, these guys deserve 5 Stars! James Luong is my Service Advisor, and he is the best! He always gives me he’s expert opinion on what needs to get done now, versus what can get done in the future. He does this to ease the burden of the outrageous rates they charge.
Based on their rates, I’d have to ding them a little because their rates are just flat out silly. Do you get what you pay for? That is argumentative. If you are getting a minor or a major repair done, they are able to give you a nice loaner car at no charge. I do have to say that having that option has helped me out a great deal. Waiting for a courtesy shuttle hasn’t really worked out for me in the past.
Overall my experience here has always been positive. If you show up early enough, there are pastries and goodies available in their customer waiting/​lounge area. Everything in this particular area is complimentary. From water, coffee, soda, and snacks, it is ALL complimentary.
Conclusion:
Excellent customer service — They offer a convenient/​complimentary loaner car service — Service Advisors are knowledgable and friendly!
«I’LL BE BACK!»

Mostly I use this site to draw attention to good experiences. But, on occasion it falls to the responsible sailor to flag the icebergs for other mariners.
Unfolding over a 3 week period, we just experienced some very poor car dealer/​service behavior. Lexus of Stevens Creek was nearly predatory to suggest we do a $ 9,900 repair on our vehicle when, at first unbeknownst to us, there much more reasonable, smarter options available with used parts for the 8-​year old vehicle (that we bought there new; now, with it back in good operating order from another shop it’s now worth, wait for it… about $ 9,900!).
It seems they calculated we’d either remain uninformed suckers or their strong-​arm tactics would get us to buy another car from them (it nearly worked). This is the precise behavior that makes car dealerships unsavory to deal with, with Lexus Stevens Creek leading the pack.
Fortunately, we did our homework and found the much better solution I alluded to, above.
Oh, and at one point one of their customer service people suggested that if I replied positively to a customer satisfaction survey they asked me to take, that might help us get a more generous resolution to the rare hybrid inverter failure that happened to our car (to our family). Review reader beware!
Lexus and Lexus of Stevens Creek missed many opportunities to make this right for us, long-​time, multi-​car members of the Lexus family — demonstrating their greed and untrustworthy nature in the process.
Does this reflect the mindset of their top managers? Who can say, but they could have proactively found a solution. In any case, the result nearly cost us much more than it needed too and was a drawn out for weeks — unnecessary and unsatisfactory.
With many good options, we’re done with Lexus of Stevens Creek and, perhaps, Lexus itself. You’ve been warned.

Terrible! I don’t usually review unless the place sucks!
I bought a brand new 2016 ES300h and while driving on road it started showing an indication of flat tire. When I parked — the tire was pretty flat,
Called and got it replaced by spare.
Next day took the car to the stevens creek service center and they say the tire needs a replacement!
Its been less than 1.5 months I bought the car!
They didn’t find a nail. The tire was ripping and they say the rim is not smooth.
My mistake: I didnt check rims of 4 tires when I bought the car!? Who does?
The manager Dunkan just didnt want to listen. Kept repeating «i understand but tires are not covered»!
Wait time of over 2.5 hrs and $ 215 spent on a car less than 1.5 months old!
I already hate this car and an wondering what comes next!
My suspicion– they give a $ 500 discount when u finance thru them and put bad tires!
So they can claim back their money!
How else can a 1.5 month old tire rip?
I have seen people get in terrible accidents and still tires are intact!! and here a tire is ripped!
Terrible terrible!

What the heck. I called in, make a reservation and here are my straight forward rating.
Loaner: ¹⁄₅ No loaner for less than 3 hours service. Wtf
Attitude: ¹⁄₅. Hello, my first lexus, I’ve been to many Lexus dealers — my cousins and friends car. This is the worst service center. I know lexus has high volume sale but stop that arrogant cocky shitty attitude. I guess I should have to stay with German car.
And no email confirmation. They told me whoever avaialble that time will help me with service. Is this how this Lexus of Steven Creek work?
I just wanna slam my 2 months old car right straight back to the show room.

I am currently waiting for my Dad’s Lexus to be repaired. However I notice that two employees came up to me and think that I am two other people at separate times. I am not happy with the fact that these employees cannot recognize faces correctly or even bother to look up the IDs of people they are looking for. While it’s a nice place, I am not happy however these employees look really confused and have a hard time knowing faces.
This has never happened to me before and I certainly think this is a employee issue rather than a computer issue. It would be nice if someone actually trained employees to know people by face or just look for them via ID on the computer.
I probably will never return and I am very upset at this location’s lack of employee training and customer service etiquette.

I’ve always been satisfied with Lexus, but Sarah and the Stevens Creek service team took it up to a whole new level. The car needed an oil change and filter. I received 5 star service including text updates and a comfortable waiting area. The car was clean, and even ready to go bit earlier than they promised. A very nice service experience.

Andrew is the man!
I usually don’t go to dealers as they tend to be pricey and quality of work tends to be sub par. My experience here as changed my opinion. I came for an oil change shortly after purchasing my car. I met Andrew as he was the first advisor available. He was very polite, knowledgable, and timely. He was up front about the costs and explained what work was being done clearly.
The prices to my surprise were not that more then a 3^rd party shop. The quality of the work was great as well. Not one time did I have a problem. I have been to other dealerships and worked with other advisors for my past cars. I can’t say I have had anyone as good as Andrew. He is the reason I continue to bring my car in for all my services.
Quality of work: A+
Customer Service: A+

Yup, I’m a fan! #teamlexus You gotta love the Lexus service, you can drop off your car and get a loaner if service is estimated over three hours. Or what i like to do is bring my laptop and just surf the web on the free wifi with the complementary coffee and cupcakes! Staff is nice and friendly and knowledgable.
A couple things I can complain about, first is the wait. I’ve been to other places and it takes 30 – 45 minutes to do an oil change. Over here it takes them an hour and half to two hours just for an oil change. One plus is the complementary car wash and vacuum which is nice but with two hours they better wash my car. Also want to complain about the appointments, I give them props on making it easier to get an appointment scheduled online but it takes 2 – 3 weeks to get the earliest appointment! I guess it’s natural because its only one location for all the lexus vehicles.

I bought my 1^st Lexus about 3 weeks ago. My PSI light kept coming on after I would put air in one of the tires. At first I thought i was leaking air because the little screw was missing from the air sucker thing. Once I replaced the screw and placed more air in the tire, the light would still go on.
I called Lexus Thursday morning explaining my situation and asked if I needed to schedule an appointment. The man on the phone was really sweet and courteous. He told me the exact location and that an appointment was not needed.
So, today (friday) on my lunch (1pm) I went over to Lexus. The guy who checked me in saw a nail in the tire. I sat in the waiting room for all of 10 minutes and was then called into Andrew’s office (service consultant). After telling him what was going on he asked me if I wanted a loaner (car) so I can continue with me day. I was in and out of the service center within 45 minutes.
At 330 Andrew called me saying that the techs were able to patch the tire and I can come today or tomorrow to pick up the car. He waived the $ 25 fee as a courtesy and got the car washed!
I’m so impressed with the level of service I received from the time I called to receiving the scary /​not so scary call about the tire. Hope this level of service continues. Thank you!
P.s.
Mom’s don’t be afraid to bring your toddlers here. They have a really cool seating area where the kids can see the cars being worked on.

My IS 250 has been out of warranty for a couple years now so I’ve been getting service done at TLC in San Jose but for a recall I had to bring my car in to Lexus. After reading other reviews I must say my experience was actually great!
–Friendly staff
–I was in and out with a loaner car within 20 min.
–I got my car back right away in clean condition.
–AND they even filled up my gas tank!

F**king terrible service, just like their dealership.
The other dealership would suggest what you need when getting your car serviced. This place is like «it’s your own business, we don’t care, we just want your money.»
Get a lexus from somewhere else. Stevens Creek Lexus is not about customer service, they are about sucking your money.

My Lexus Is 250 car didn’t start and it cranks, So my insurance did jump start. Took the car to Lexus of Stevens creek because my battery was replaced 2 year 5 months ago and it is still under warranty. i got a ride back home, they replaced the battery and told me the total price is $ 136. You know the labor charge for replacing battery is $ 85 which is insane. My previous dealer charged me $ 40 and these guys doubled the price.
I didn’t argue because it is my mistake to take it to this place. Never ever recommend to go here for servicing.
Lesson learned: Do little research on prices before you take car here.

We purchased our RX350 from Stevens Creek and have been servicing this vehicle at Martin Ave. Recently called the service department 2 weeks ago for 15k miles service and were advised $ 360. Called on 2 diff occasions to speak to 2 diff service personnel on diff dates, and were quoted the same price of $ 360. Ended up calling Lexus of Freemont and was quoted $ 110 or something which is 3x less the price at Martin Ave. Maybe they offer gold plated flakes with their $ 360 price which I may not be aware of.
Ended up getting the vehicle serviced at Lexus of Fremont even though it is 10+ miles further, and were impressed with the service.
I called Martin Ave service department this morning and spoke to the manager (won’t disclose his name out of courtesy), and he acknowledged this as a system error which they are working on fixing. C’mon this is a highway robbery of customers in plain sight.
Recommend comparing the prices before taking your vehicle to Martin Ave. service center.

I typically receive great service here, however my last experience was less than par.
I came in maybe a week and a half ago? My tire pressure light came on and I brought it in. Very quickly a nice gentleman checked my tire pressure. My front left tire was at 25! He drove it around back and filled up my tires. He said he looked at my tires and didn’t see anything.
Fast forward to last Sunday, my tire pressure light comes on again. I bring it in to Lexus on Monday and what do you know. There are 2 nails in it! It would have been nice to have had a thorough check my first time in. However, I understand mistakes happen. Lexus gave me a loaner car and I was told to return it by 9am the next morning. However when I talked to the front desk agent, she let me know I had 12 business hours after I got the call that my car was ready to bring it in. Not sure why I was told two different times?
Around 9am this morning I got the call that my car was ready for pickup. I came in after work around 6pm to pick it up. It took a solid 25 minutes for them to bring my car around. Not sure why it would take so long when my car was supposedly ready to go this morning? I understand it’s the end of the day and everyone wants to go home, but I don’t understand why there was such a long wait to literally drive my car around to the front?!?
In all, the service here is just okay. I definitely appreciate all the snacks they have in the waiting area! The should definitely look into investing in some phone chargers.

I have taken my car here thrice and service has been great!
Two times for the 5k and 10k servicing, and once because someone smashed my window in the Tenderloin… I had left my Justin Bieber CDs in the front seat… the guy didn’t steal them, he just smashed my window and then proceeded to smash the Bieb’s CDs :’(
jkjk…I left my gym bag out in the open… but I digress!
People are very friendly, place is stocked with snacks, sodas, water, coffee and a place to hangout and do work. They also provide you with a private chauffeur to drive you to get food or get back to work — way to make me feel like a king :)
I’m hoping I don’t need to come back for car problems, but if I do… I wouldn’t mind too much.
Thanks y’all!

Dear Lexus Service Department,
I believe that how you do anything is how you do EVERYTHING. Today’s service wasn’t a big deal — should have been one of those no brainer easy peasy milestones. But today — you confirmed my belief that while Lexus the Car is a solid reliable vehicle — Lexus the Service organization does not live up to its luxury price tag for client care. I knew you were busy at 7 am when the line of cars to check in for service stretched out to the street and you gave me a loaner for a service that I should have been able to wait for. When I returned and not one, but two mistakes were made in the course of one of the simplest maintenance routines on my car — I knew that I must have had the junior amateur technician today.
Why is this a big deal? Because how Lexus does ANYTHING is how they do EVERYTHING. I regularly entrust your organization to do things to my vehicle that mean «life or death» if they are done correctly or incorrectly. Today you made mistakes on two minor things that were immediately evident to me. So how can I trust that you nailed the other items on the service checklist that I can’t verify?
Yep. I have to trust that junior amateur Lexus technician only screws up the small stuff. Not the things that would really hurt if they go wrong when I’m cruising down I-​5 to Los Angeles by myself in the middle of the summer.
You see — I’m a big believer in long term relationships. When I get a car — it’s not just the cost of the vehicle that matters to me. It’s the cost of the long term service relationship that ends up mattering even more. Ironically, the best value I’ve gotten from Lexus service over our 7 year relationship is how NOT to approach client care in my own professional life. It’s been an expensive lesson.
Thanks,
Not Your #1 Fan
p. s. I’m getting the 7 year itch & Oh BTW — My next car won’t be a Lexus.

This review is based on the parts dept only. Service may be a whole different story altogether, but I’m not at the point where my car needs servicing yet.
I phoned in an order for a suspension bolt. Next day, I realized I needed 2 nuts so I phoned in and placed an order for those as well. Rather than driving over and picking up one part at a time, I opted to wait for everything to arrive so I can kill 3 birds with 1 stone. I called and asked for a physical check – got the confirmation that it was there. Of course when I got there they only had 2 of the 3 things.
Since I needed that bolt badly (was using a temp bolt), I went home and jacked up my car to put it in. Low and behold the damn bolt was short! We verified that the correct part number was on the bag but what was inside the bag was something else! This $ 6 bolt caused me so much grief because of the amount of work needed to put it in, which now must be removed again when another bolt was re-​ordered. Of course, this was ANOTHER trip that I had to take after my nut came in. FML
I’m sure you’re wondering why would I order a bolt and 2 nuts from a dealership instead of going to Home Depot. Answer: These are special flanged nuts that are locking to prevent it from shaking loose which aren’t available in ordinary hardware stores. Besides, even if Home Depot carried something so specialized, chances are these bolts will be in a bin that’s empty because they’re always out of stock on the things you need! When it comes to nuts, I always need 2 and always give me the longer bolt. Damn Japanese…

Lexus of Stevens Creek’s Service Center is by SJC. Made an appointment online via their website… and the earliest appointment was 2 weeks out… at least I was able to reserve a loaner vehicle too!
Promptly arrived at my scheduled 7 am appointment and the valet had a few cars ahead of me. …the process was rather cumbersome… having you wait in the lobby until a Service Adviser calls you to his «office»
My Service Adviser, Todd, was professional and cordial, on par with a true luxury dealership experience. …no up-​selling of unnecessary services.
The loaner vehicle desk was quick and efficient. Nicole put me in a 2015 Lexus IS 250 with 970 miles on the odometer for the duration of the repairs with a full tank of gas. (The car is weak… but that’s another story)
Car was ready mid-​afternoon, unwashed, as requested, with a brand new car battery, and my tank filled with gas!
…now that’s a true luxury experience.
Tip: Request the service a la carte for best pricing (e.g. Oil Change only vs. 10k «service»)