Lexus of Fremont — Attraction in Fremont

So, I was in the market for a new car for several months, but I kept putting it off as I was dreading the process. Then with the threat of tariffs, there was so much more uncertainty and anxiety. Although I live in SF, I finally decided to drop by Lexus of Fremont one weekend when I was in the area. I wanted to look/test drive a 2025 NX 350h, as I wasn't sure what trim level and extras I wanted. When I went in, I was greeted by someone in the reception area. I told them what I was there for and they wanted me to provide my contact info (I think phone number and email). I was a little reluctant to provide my phone number, as I did not want to get bombarded by follow-up calls, but I did anyway.

I met w/ Gina, who took me for a short test drive and explained all the features of the SUV. She was very knowledgeable about the vehicle and best of all, I did not feel any pressure from her. The whole process may have taken 15-20 min. Having accomplished what I was looking for, I left never thinking I would be back.

Fast forward a couple of weeks later after many internet searches, I was finally ready to commit. BTW, I never received any follow-up calls, which I was happy about. I put out a request on Costco Auto for the NX, but never received a reply. This SUV is basically sold before it gets to the lot. I went back online and checked other Lexus dealers in the area and the supply was very low. I actually requested an online price for the plug-in hybrid from Fremont because I saw there was some sort special lease.

The next morning, I received a follow-up email from the internet sales manager about the plug-in. I decided during the night, that I did not want the plug-in, so I was not planning to reply. Then when looking at Fremont's site again, I noticed that they actually had the color (exterior and interior) of a SUV that was arriving in a few days. I emailed/texted the internet manager (Ruben), about it and he wanted to know if I could come in to check it out. I told him that I had met w/ Gina before and confirmed that she was working that day

My wife and I drive in from SF and met w/ Gina a couple of hours later. Thankfully, no one else had purchased or reserved the SUV. Surprisingly it was a pretty straight forward process from there. There was no haggling back and forth, since the car was in high demand. We purchased the SUV at MSRP, but there was a couple of add-ons from the dealer (protective clear coat and some other protective coating for the doors), which added about $1400 total. This is not something I would have opted for on my own, but this is something they do w/ all their vehicles.

After agreeing on price and terms, we met w/ Brett in finance. It was quicker than I thought and all in all, we were in and out in about 2.5 hours. The only thing was that there was no car to drive-off w/, as it was still in transit (scheduled to arrive the next day)

I made arrangements w/ Gina to pick-up a couple of days later. The SUV was prepped and ready to go when I got there as scheduled. Gina, gave me another once around in the car and she handed me off to another technology specialist, Lisa, who provided more info.

Anyway, sorry this was so long winded, but I was very happy w/ the purchase and w/ Lexus of Fremont. No high pressure and...

I am compelled to write this one-star review after an exceptionally disheartening experience at Lexus of Fremont. What was supposed to be a straightforward process of signing a contract and picking up a used car quickly spiraled into a series of frustrating events marked by delays, unfulfilled promises, and a complete lack of accountability from the staff.

We were explicitly told to arrive at the dealership around 10 am to finalize the paperwork and take possession of our vehicle. We arrived at 9:50 am. The finance representative was nowhere to be seen until 10:30 am. To add to our dismay, other customers were somehow attended to before us, despite our early arrival. We were not being able to sign the contract until 11 am, a time by which we were supposed to leave for work.

What's more, upon receiving our car, we discovered that the rims were not in the promised condition. Fred Omar, the salesperson, assured us that the dealership would rectify the damage to the rims. Contrary to this promise, the manager, Ahmed, later stated that the dealership would not do any work on the car. This discrepancy between what was promised by the sales staff and the manager's refusal to uphold their commitment is not only disappointing but also indicative of a lack of integrity.

We invested hours engaging in discussions with the dealership, seeking a resolution that never came. Throughout this process, we were met with nothing but a haughty attitude from the staff, further exacerbating our dissatisfaction.

I strongly advise potential customers to reconsider their choice before visiting Lexus of Fremont. The lack of professionalism, accountability, and customer respect we experienced is unacceptable for a dealership of this caliber. Save your time and peace of mind by looking elsewhere for your automotive needs.

Edit: I appreciate Terry's response and the apologies extended regarding my experience at Lexus of Fremont. I have decided not to proceed with the purchase of the vehicle from your dealership.

I feel it's important to highlight that my visit mentioned in the review was not an isolated incident. Prior to the day I wrote about, I had already visited the dealership with the intent to finalize the paperwork. The FIRST visit ended with me being turned away because it was allegedly too late and the finance manager was off work. In my SECOND visit, after long hours of waiting in the morning, I was informed that the car was not ready for pickup (can be picked up in the later afternoon but I was at work). It was only on my THIRD visit, the day after, when I was led to believe everything was in order, that I discovered the issue with the wheel, leading to a request for a FOURTH visit to fix the wheel.

This series of events reflects a pattern of inefficiency and miscommunication.Each visit required considerable time and effort on my part, with each visit ending in disappointment due to reasons that could have been avoided with better internal communication and respect for the customer's time.

I hope this feedback serves as a constructive input for Lexus of Fremont to improve its customer service processes. Thanks Terry for your attention to...

İt is unfortunate to give that review, İ hope management addresses the issues and it gets better in near future.

İ brought my vehicle here for some noise issue after unsuccessful attempts to get it diagnosed in many other dealerships.

What was good:

TL;DR: some people are nice there and they might at least look at your problem.

Yvonne was nice and communicated clearly. People in the parts department are nice. 3.. They at least tried to somehow diagnose the issue in the vehicle.

What needs improvement:

TL;DR: Very chaotic management out there, waiting times are long and they forget things a lot. They might forget to put parts back or forget to update you on important milestones. People seam a bit careless and not compassionate.

When İ visited first time İ had an appointment, but when İ arrived no service manager actually walked up to me and İ ended up waiting like for half an hour or 40 mins (it was a pretty long wait). The worst thing is that they sent me back by saying that no technician was available that day. Please remove online appointment booking option if you are not able to confirm that service will be provided that day ( there were neither able to confirm the existence of the appointment). Finally İ came the next day and was assigned to Yvonne.

İ ended up waiting for my vehicle for about a week, because they forgot to give me an update. From my observation from the Lexus app the maintenance was finished way earlier before that time ( like for several days the car was just parked). İf İ didn't call the service manager İ would probably wait for longer.

They did shallow work, did not really "investigate" the issue properly, and İ still have the noise. i.e issue was not resolved. One of the summary statements was like ' it was hard hear anything properly because of the normal leather to plastic rubbing noise'. This is very disappointing because the solution to that additional noises would be just regulating the recline position of the back seat a little bit.

Not only they didn't fix the issue , but also lost a part in the door handle, while closing it back. When İ was finally picking up the vehicle, they forgot to put a cover on internal door handle which they opened. When İ complained they mentioned that İ could buy one? What?

Good thing is they were finally able to order a new one for me which İ am waiting now to arrive...

However initially they kind of did not care about it and just asked me to call the manager who was out that day. İ also waited for that "advice" for a significant time ( like 20 mins at least )

They do not take any responsibility for damages during car wash. That does not make any sense to me. Also it didn't feel like my car was washed properly.

Everyone out there was so busy, and it is hard to get any attention.

İ cannot speak for the dealership in general, but the service department needs serious improvements regarding the organization of the work process and their...