Lexus Monterey Peninsula

Drove from Morgan hill to have a recall repair checked on my Lexus. Told them to fix it even though it was going to cost me 149.00. When I returned to pick up they only drove it and decided it did not need to be inspected! I recommend you not bring your car there ever. Brent guy at desk has no idea about the phrase «customer service».

This review is regarding the sales staff. Ugh what a disappointment. These guys are as crooked as they come. January 15, 2015 I purchased a used 2013 CPO Lexus ISF from them, with 2600 miles on the odo. Things started out a little rocky but they took steps to smooth things out and I left there happy with the dealership and my purchase. Fast forward one year. I download My Lexus app on my phone which allows me to see the service history on my vehicle. History they should have disclosed. In fact I even asked them about a particular subject and they answered «no», «see the car fax, this car is clean». This is where my happy experience turned quite sour. The issue, when I purchased the car I asked them if the car had been used at Skip Barber Racing School. Skip runs out of Laguna Seca which is fairly close to the dealership, and at the time they had the Lexus ISF in their program. Like I said they answered no. Well when I downloaded the My Lexus app and clicked on the service history icon, imagine how my mood soured when I read this. 03/​13/​2013 15 MILES. ACCESSORIES INT/​RTL– COURTESY DELIVERY SKIP BARBER RACING SCHOOL $ 250.00 DELIVERY FEE $ 470.00 DMV FEES $ 25.00 GAS FEE $ 745 CLAIM TOTAL. Now why would the car be registered as a Toyota Fleet vehicle but then be delivered to a Racing School? These guys are rotten I tell ya. There’s more. I have found evidence that the factory tires were removed for a while and placed back on. I think Skip uses their own tires for the track and puts the factory one’s back on when they are done. I’ve measured the tire tread and using specific formulas I come up with approximately 8k miles and the car has 11k. Both rear rotors were cracked. I found sand and plant debris in crevasses of the intake manifold. Debris not native to my area. The windshield was replaced by them. Flying track debris no doubt. I contacted the GM and he passed me down to one of his sales managers who contacted me. Initially he denied any connection to Skip Barber but when pressed he says «whats the big deal, you have a warranty»? I tell him I wouldn’t have bought the car had I known it was used there and that history hurts the resale value of the vehicle. He responds «oh well you don’t have to disclose that if you sell it». Then he offers to sell me an extended warranty. Bahaha. The second contact with them yields more denial and stonewalling. I file a complaint with the BBB and this time I get a response acknowledging the Skip Barber connection but they claim it was never used on the track, like now I am going to believe them. I am a reasonable person and not a crook so I made a few very modest requests and if they honored them I would consider the matter over. I asked for new brakes front and rear and a complete vehicle inspection, or a statement from Skip Barber management stating the car wasn’t tracked. (got new rears under warranty) They respond again through BBB with more stonewalling and say in part «we have no idea what the car has been through since we sold it 15 months ago. It left here with a full CPO inspection and met the rigid standards to be considered CPO». Thats also comical because I have the pencil whipped inspection where they checked that the sunroof was functioning properly. Car doesn’t have a sunroof. They said they will honor my request for a brake inspection”. I asked for new brakes, not an inspection from them. More proof of their indifference and stonewalling. BUYER BEWARE! You don’t have all the consumer protections you may think. I asked for arbitration. I have filed complaints with the DMV and the State Attorney General. If Joe citizen did something like this, taking money under false pretenses, he’d be prosecuted and at this dollar amount facing a felony. Unfortunately unless there are more complaints of this nature the AG doesn’t have the time or resources to investigate. That basically leaves me to take it on the chin or take them to small claims court and see how good they feel about their case. If you decide to shop there, good luck. One last time. Why would they register it as a Toyota Fleet Vehicle and then ship it off to Skip Barber, even charging them the DMV fees? I can tell you that Lexus Corp stuttered and said they had no idea why they would do that.

I had such a wonderful experience no pressure! Jamal was my sales person really nice person… truthful and upfront he was able to answer all our questions.
When I went to Audi of Monterey Peninsula ‘Cartinelli’, they played a lot of money games. So they really stress me out! Lexus wasn’t like that. Lexus of Monterey really worked with my husband and myself with the pricing/​locating the Style that we wanted. So we are very happy… and we LOVE our Suv…
Thank you Jamal /​Lexus
Gisel

Very disappointed. Just called to get a quote for an oil change cost $ 162.00. Called Lexus of Stevens Creek cost $ 78.00. What the heck. No brainier. Heading to Stevens Creek. Staff was super friendly at Stevens Creek Vs Monterey Lexus.

I recently brought my car in for service and was beyond appreciative of Hap’s care and attention to detail. Hap and the Lexus team could not have been more professional and attentive to detail. I was contacted in a timely manner regarding additional work that was needed and when my car was ready to be picked up. I will gladly return for service and look forward to future transactions at the Lexus dealership.

We are in Northern California waiting for Seaside Lexus to do a dealer exchange for a like to like car. They refused to transfer a car to us. We had a friend drive down to seaside and saw the car.
We want to stick with our dealership because of their service department and the staff.
Thank you Seaside for nothing, your dealership gives the Lexus brand a bad name.

My wife and I had a terrific experience at the dealership. I contacted them via the Internet and started working with Ryan A.
He gave me all the info I needed including the bottom line price.
We checked the car out a few days later and sat down with Michael K.
And in just about 30 minutes made the purchase, took care off the final paperwork and we were done!
That’s the way it should be: full transparency, no pressure and a professional approach.
By the way, I did deal with them a number of years ago and it was not at all a pleasant experience. Apparently there have been a lot of changes since then, all for the better.

After coming back in today and speaking with Hap, I appreciated his honest apology. He made me feel like a valued customer. So many times these days, people will try to use a bunch of excuses to explain away a bad service experience. He took ownership of the situation and I truly appreciate it. We will be back to give it another try (after this warranty job is done today).

First I tried to make an appointment online. After a week of not hearing anything I called to make an appointment for an oil change. I asked how long it would take and was told around 2 hours. I called after 2 hours and was told it would be another 2 hours. As I live pretty far and traffic was bad I got a ride back in 2 hours. I tried to call first, but was passed to several people and back to the girl that answered 3 times and told to hold for the person who was helping me. After 15 minutes I hung up. I got there and was told he would check on my car. After a while I went to see what he found out and found he forgot to check. He called and told me it would be another hour. Yes, 5 hours for an oil change! I did ask about a brake noise also and they said trying to find it was taking a while. Finally after 5 hours he said my car was done and going to be washed, I said forget the wash and just bring my car. I saw it come from the Toyota dealer, why do I take my car to Lexus to be worked on at Toyota? Yes I know they’re the same, but as my husband has a new Toyota I know their oil changes are cheaper! I saw it pull up front and still the service man did not come get me for another 15 minutes even though he knew I was anxious to go. To add to it I gave 15% coupon I got in the mail when I got there, as I was paying the service man said he included my 10% discount, even though I saw in the estimate written «15% off». But I was too tired to even say anything.
I was between trading in for a new Lexus or BMW and after this and some issues last time I feel BMW is the better choice so I can go to a different service department. No need for a response. I was just so upset I felt a needed to vent. Hopefully my next experience will be better.

I love Lexus Monterey Peninsula. Their service department is top notch. I’ve read the older reviews and it looks like their new management is really helping a great deal. I’ve had nothing but great service from their friendly and courteous staff.

2-​years ago: 1-​star; this year: 3-​stars. Huge improvement with their service department! The only issue regards service pricing. They just can’t compete with Jiffy Lube (etc.). Lexus Monterey Peninsula: $ 160 and 2-​hour wait. Jiffy Lube: $ 65 and 15-​minute wait. Too bad, because I would prefer the Lexus dealer; just not the 146% premium.

I am really surprised to see all these bad reviews considering I have been bringing my car here since I bought it in 2009. I did not purchase my vehicle here but I do take it here to get serviced and have never had a bad experience. Most recently I brought it in for new tires and a battery, I did my research on other tire suppliers and they are actually able to do a price match which I think is really nice. Ed in the service department was super helpful and he found me a great deal for a good set of tires for my car that did not break the bank but are still up to par for my IS250. Ed not only took his time to research the costs and find me the right tires but he moved my appointment up so I could save money as part of a special promotion they were running, not to mention they made sure I got a loaner car as it happened to be a day where I had a lot of errands to run so I was not inconvenienced at all. Brandon in service was also great and very helpful. I love my Lexus and will continue servicing it here and hopefully eventually purchase a new one of these days.

ZERO stars! Bought a 84 month battery for my 93 LS 400 back in June of 2014. The battery went south and had my car towed home. Ran a trickle charge on the battery then tested with my hydrometer. Discovered that 5 of the cells were bad. With that said, I pulled the battery and took it directly to the dealer. After putting me off and dealing with another customer I was told that I needed to bring the car in and have a technician view the issue in order to make a claim on the warranty. REALLY? I mentioned that I would have to have the vehicle towed in as I cannot drive it without a battery. REALLY? So, two tows are required to make a claim on a $ 100.00 battery!!! Now, with all the used vehicles on the lot, a good service center would have loaned me a «used» battery to bring in my car. However good service is not what they are about. I went to COSTCO and purchased a new battery. Everything is fine with the vehicle. Thanks, Lexus of Monterey.

This review deals with the service department. We have bought two cars from this dealership, and our last purchase in July went really well and everyone involved was very nice. We had an Rx400h (we ended up trading it in with our last purchase) that Lexus couldn’t handle. The car’s propulsion system shut down on Hwy 1 in Capitola, so we had it towed here for the diagnosis and repair. For the first week and a half, we only heard from service when we called them. Three weeks into the service, the Operations Manager (David Silkey) told us that there was a problem with the fuel pump, but he could not actually say the pump wasn’t working; he just said that replacing it is the only thing to do and should fix the problem.
We replaced the fuel pump, but the problem wasn’t fixed. The problem ended up being that the body shop that had fixed our car after I hit a deer didn’t properly seat an electrical connection to the fuel injectors. That caused the injectors to stop and the engine and hybrid system to shut down. Had they tested the electrical system before replacing the fuel pump they would have discovered the short in the electrical system. That would have precluded them from replacing the fuel pump which, in all actuality, was fine. The Operations Manager lied to us about the cost of the fuel pump, and then tried to charge us for the loaner car which we never agreed too and which was never disclosed on the contract we signed for the loaner. We traded the Rx400h in, but refused to pay for the pump because it was not a necessary repair to the car and they received a partial payment for the service from the body shop that made the error. I heard nothing from the Operations Manager once I told him that we were not paying.
Fast forward to today and I take our new car in for service. The Operations Manager met me at the the dealership at 7:30 am and told me that they won’t service the car because I «hammered» the sales manager in my survey sent out after the purchase. The problem is that I didn’t give the sales manager a bad survey because the sales experience was good. The Operations Manager told me that «the proof is in the pudding» and that I would have to go elsewhere for service. I called Lexus corporate to get a copy of my survey, and I learned that the dealer only gets aggregated results back from the surveys; they do not get individual surveys back. There is no way to tell from the survey results sent to the dealer how an individual customer answered. The Operations Manager used a flat-​out lie that he could not prove as a reason to deny servicing our vehicle and forcing us to go to San Jose for service while it is still under warranty.
Although our experience with sales was good, we much prefer the trek to San Jose than deal with the unprofessionalism, dishonesty, and disrespect displayed by the Operations Manager. I have come to expect much more from Lexus than this behavior.

I read the bad reviews for this dealership and find myself completely dumbfounded. I have now been taken care of in the sales and now the service department. I have truly had outstanding service. I really do feel like I’m part of the Lexus family and treated as such. I took my car in for service under the warranty. Hap P. was my service advisor. I was greeted with a smile and friendly conversation. He called me and updated me every step of the way when the part took a day longer than expected. When my vehicle was ready and I couldn’t make it in right then to get my vehicle he was super understanding that I couldn’t come until the next day. I mean not to knock Steven’s Creek but the service department is in a completely different side of town from the actual dealer, so you are just a number when you get service there. Here at Monterey Peninsula Lexus, the team remembers you and greets you. What a great feeling! Give this dealership a chance. You will not be disappointed with the 5 star service.

How about no stars. Absolutely horrible service treatment scammers they are rude and are con artists go buy a BMW OR AN infiniti want lexus go to san Francisco. Or san jose

Thank you Lexus Monterey Peninsula for making my car purchase simple, quick and painless. Not only were the sales people extremely helpful, but it was great to have someone explain the technology of the car. Garrett helped pair my Bluetooth phone with the stereo so I could listen to music on my way back home, which was amazing. It’s nice to not need to dig through the manual for little things like that. I will definitely be returning for my first service and appreciate everything.

Drive a 2013 RX450h… The service department; absolutely no courtesy, no professionalism and not welcoming. I will never go back … the service dept. needs a total overhaul.

Lexus makes a great car, but do yourself a favor and buy it somewhere else. I feel this dealership uses deceptive sales practices and that character, Mike in Finance is flat out rude and obnoxious (i won’t deny, that once he started getting aggressive, rude and obnoxious, i was equally rude and obnoxious) looking at some of the other reviews, It doesn’t look like i’m too far off my assessment. I’ve bought 3 cars since and this dealership was by far the worst experience of them all (Lexus Stevens Creek and Marin Porsche were amazing.)
And seriously, anyone even thinking of buying a car from this place, go read the other reviews by fellow Unilocalers. I was blown away, and you will be as well. Even the «good» reviews are praising them for the absolute basics (loaner car, car wash ect. Its like going to a hotel and giving them credit for having a bed and pillow to sleep on)
I hope someone does a cost/​benefit analysis on letting a customer leave their business pissed off. I’m sure if they did, they would soon realize a happy customer is ALWAYS better for the bottom line.

This review concerns the Service Department. I bought my car at Magnussen’s in Fremont several months ago. I received an email to get my complementary first service. Called Magnussen’s and they said it was okay to take it to Monterey’s Dealership for service. Right after that I called Monterey Lexus to see if they will honor the complementary first service they said they will.
I made an appointment and brought it in. Garrett was my service coordinate. He checked me in and asked if I wanted a car wash.
Sure.
Appointment was at 4. Car was done by 430. Dang that was quick?! Serviced and car washed within a half an hour. Not good.
Got a ride back to dealership to pick up car.
Bill was $ 70.30?! What?!
What happened to the complementary first free service?! Better yet, what happened to a courtesy call to let Me know that you guys were going to charge me but gave me a discount because of the «confusion».
To top that off. They didn’t even wash the car. Please, don’t offer a service you can not deliver.
I should have listen to my friends about this place. Horrible customer service. I agree with the other Unilocaler’s here about how bad the service department. Never again will I choose convenience. I’m going to Magnussen’s for all my service needs. At least I know they will appreciate me as a customer.
Now, I have to address Magnussen’s Lexus on Monday to see if they will reimburse me for Monterey Lexus’s fee. I don’t mind as much having to pay. I’m livid about not calling me and telling me about it before you worked on my car.
So I’ll leave you with this. If you want to get ripped off and be offered something they can’t fulfill (wash) then Monterey Lexus is your place.