Lexus of Fremont Service — Attraction in Fremont

Katayoun Hessari 17445 Bollinger Canyon RD #239 San Ramon Ca 94582 May 21,2025

To the Management of Lexus of Fremont, Dear Mr. Ray

I am writing to share my experience as a long-time customer of your dealership.

I lived in Fremont for ten years, and throughout that time, I entrusted my vehicle to your team for all services. One notable experience I had was in 2016, when I brought my car in for an oil change. Due to the negligence of one of your staff members, my vehicle encountered a serious issue just a few hours after I picked it up. At that time, Mr. Arnold was overseeing my service. When I contacted him immediately, he responded promptly, arrived at the scene with two others, took my vehicle in, and provided me with a loaner car.

The process of replacing my car’s engine—at your company’s expense—took about a month and a half. Upon return, my car had been detailed, and I was given a complete list of the work done along with recommendations for future service. Mr. Arnold’s professionalism was exceptional and left a lasting positive impression on me.

It was because of this outstanding experience that, despite now living in San Ramon, I chose to bring my car once again to your Fremont location. Unfortunately, this recent visit was deeply disappointing.

Firstly, on the day I dropped off my car (a Thursday), no loaner vehicle was provided. This caused major disruption to my daily life for several days. Mr. Dan, who was assigned to handle my service, informed me later that he had been unwell—but he had failed to delegate follow-up responsibilities to anyone else, which I believe reflects a lack of professionalism and foresight.

After several phone calls, I returned to Fremont on Monday to request a loaner vehicle—something that Mr. Dan should have proactively arranged. When I came back a week later to pick up my car, I was dismayed to find that the following requests had not been properly addressed: Securing the spare tire in its proper location Fixing the cupholder compartment beside the driver Reattaching a part of the trunk interior that had come loose without cause

Most disappointingly, the car was returned to me in a very untidy condition—completely contrary to my expectations based on past experiences—and no report or checklist of the work performed or recommended services was provided.

When I asked about these matters, Mr. Dan told me I would have to pay even for putting the spare tire back in place. His tone suggested that I might be financially incapable of affording such a service—a remark I found deeply disrespectful and offensive.

When I left your dealership that day, I felt regret rather than the satisfaction I once associated with Lexus of Fremont. Sadly, the lasting trust that Mr. Arnold had built with me over years of dedicated service was overshadowed by Mr. Dan’s poor conduct.

I share this feedback with the hope that your management will take the necessary steps to uphold the high standards that once distinguished your dealership. I trust you will look into this matter seriously so that future customers do not have similar...

Lexus Of Fremont (Swickard Auto Group) is the best Lexus dealership in the Bay Area. They have outstanding employees representing the Lexus brand. One of the best is my Service Consultant Christina Fulkerson. She is continually looking out for me and my Lexus vehicle. Christina is always very thorough, professional and thoughtful. If you are ever worried about bringing your Lexus in when your service representative is out. You don’t have to worry about that here. Because again, this dealership hired some really great people. While my Service Consultant was out. I had the pleasure of working with Andy Mui. I had an unexpected problem with my vehicle. A problem that required me to bring in my car right away without an appointment. Not only did he take in my Lexus to be serviced. He found a loaner vehicle for me when I didn’t have an appointment. And, at a time when the service department was busy. That’s above and beyond service for a customer that was not his assigned client. Not only is Lexus Of Fremont’s Service Department excellent. So is their Body Shop. Greg Olsen, Spencer and everyone else in that department are simply the best. Their work is top-notch. I have had work done on my car due to it being out in the elements because I didn’t have a parking garage. And later, because someone hit it in an accident. Greg went over everything with me in detail. He is upfront with his assessment and what needs to be done while he is walking around the vehicle with with you. So, no surprises. When Greg and his Body Shop were done with my vehicle. It looked as if nothing had ever happened to it. That’s Lexus craftsmanship at its best. And, hats off to the employees who wash and/or detail Lexus vehicles here. My car looked like it was brand new when I got it back. So, thank you very much Lexus Of Fremont for helping me keep my car maintained and in great shape. Thank you...

I recently had the unfortunate experience of dealing with Lexus of Fremont’s service department, and it was nothing short of a disaster. The incompetence and lack of communication were utterly staggering.

I brought my vehicle in on Monday morning for a “Hybrid System Malfunction” and was left in the dark for a full 48 hours with absolutely no updates on the status of my car. My assigned service advisor was completely unresponsive—ignoring my repeated calls and voicemails. The one phone call I did receive from him was completely irrelevant, as he asked bizarre questions that had nothing to do with the serious issue I had brought the car in for. To make matters worse, they repeatedly tried to upsell me overpriced tires instead of focusing on the actual problem at hand. It was clear they were more interested in pushing sales than resolving my vehicle’s issue.

After escalating my concerns, the only response I received was a text with a link to a video assessment of my car—no explanation, no details, and no clear timeline for the repairs. The communication was completely inadequate. It wasn’t until I escalated my concerns to the Service Manager via email that I finally received some attention. The manager called me, apologized for the lack of communication, and was helpful in explaining the situation with my car and the next steps. While I appreciated his efforts, the damage had already been done.

What should have been a simple battery issue turned into a frustrating two-day ordeal because no one bothered to prioritize my vehicle or keep me informed. This entire experience has been incredibly disappointing, and it’s a far cry from the high standards I expect from Lexus. I sincerely hope the dealership takes immediate action to address these communication and service issues, as this is not the kind of customer experience I expect from a...