Nhung Dao

Review of Lexus of Sacramento

I originally contacted Lexus of Roseville's Servic...

I originally contacted Lexus of Roseville's Service Center for assistance (because I purchased my car there) on some worries I had on a possible engine start issue and they ended up brushing me off. I felt like they didn't genuinely care about taking care of my car concerns. The agent who I called originally told me I didn't need to schedule an appointment and to just "swing on by". I gave her my availability and stated I could come by on a Friday after 4PM. She said sure, that's fine. I made time to come by and contacted her via email beforehand to confirm our meeting time, and to request if I could come by earlier--to which she replied that an appointment would be best and that Friday was not good. I asked her on the telephone a few days prior to that if she was sure she didn't need to take my name down, or if she was sure we didn't in fact need an appointment--to which she replied "just come on by and we'll take a look at your car." Puzzled by the interaction and her contradicting statements, I called to request an explanation for her miscommunication, but received her voicemail box. I left a message requesting a call back, and still have not yet received a response since 10/14. I don't think she intends to call me back. Oh well.

From such poor customer service on their part, I decided not to seek assistance from Lexus of Roseville's Service Center any more. It was then that I submitted a message to Lexus of Sacramento's main Service Center webpage and promptly received an email response from Christina Carson on the same day. She addressed my concerns, advised me to come in for a check up, and advised me of what the process would be like should I drop off my car. She followed by asking if I wanted to schedule an appointment to come in. I sent her my availability, and she was able to schedule me on the day I was available to come in.

When I arrived, I was greeted by friendly staff at the drop off location, and was then greeted by Christina personally. She welcomed me into her office and discussed my concerns about the car, also going over my car's history to see what other servicing needed to be done. She advised of a recall part that needed to be serviced, and also pointed out what maintenance servicing my car was almost about due for. She listened to my questions and gave advice on what she believed to be the best route of action as she understood my work and school schedule and, with such a narrow timeframe, she took that into consideration and I really appreciated that. She made me feel comfortable and the interaction was easy going not forced like how I feel with other advisors at other car companies (I used to own a different car make).

After meeting with Christina, she gave me a tour of the office, and showed me where I needed to go upon my return when servicing was done. I was then provided with a loaner and the agent on that team provided great customer service as well (Angelina Martinez). She provided me with the same car model so that I would be comfortable and not be uneasy with an unfamiliar car. I was happy she took that into consideration. Thank you!

Overall, I was extremely happy for the friendly and genuine customer service that I received at this dealership. Thank you all for being so down to earth and making me feel like a welcomed patron of your company. I appreciate your assistance!