Lexus of Roseville

Unacceptable Customer Service I have a 2014 Lexus ES 350 with 12000 miles, bought it brand new from Lexus of Roseville. After 13 months of ownership it started having a terrible o I have a 2014 Lexus ES 350 with 12000 miles, bought it brand new from Lexus of Roseville. After 13 months of ownership it started having a terrible odor coming from AC when I would turn on my car. The smell is so strong that it makes me sick to be in the car so I contacted the dealership for an appointment. When I got there I was informed by an advisor that this type of problem can't be fixed or covered by any warranty but since I insisted they would do a one time only courtesy service and change the filter and disinfectant the ac system. I picked up my car the next day and driving out I could already smell it again but I thought I would give it a day and see what would happen. Two days later the smell is back and worse than ever. Going over the paperwork from the dealership I realized they didn't bill for parts which means they didn't change the filter and no indication of disinfection of the system either. I am so disappointed in Lexus, the car is new and looks great but smells awful. I have owned a Mazda a Honda and a Toyota in the past and never had this issue. I am paying over $40000 for a car I can't stand to be in because the smell is making me sick. I get nauseas and start to cough when I get in the car and for a healthy 30 year old that is not normal. Lexus needs to fix this problem and stop brushing customers off like it's no big deal. I will not be purchasing a Lexus in the future. More

our 2nd lexus this is our 2nd new lexus rx that we have purchased the car has 139k on it right now recently we had a problem with the cooling system took it to lexu this is our 2nd new lexus rx that we have purchased the car has 139k on it right now recently we had a problem with the cooling system took it to lexus after speaking to roger karker&mikecarlsonthey bent over backwards to correct the car at no charge short time later started having similar problem called they said bring the car in once again fixed the car at no charge out of warrenty and still took care of it we are about to purchase the nx and we owe it all to roger karker and mike carlson More

An Unexpected Purchase My wife and I had been kind of halfheartedly looking a wagons/SUVs to replace my 10 year old sedan. Occasionally, I would check different dealers' we My wife and I had been kind of halfheartedly looking a wagons/SUVs to replace my 10 year old sedan. Occasionally, I would check different dealers' websites to see if they had what I wanted, but apparently I have very discerning taste because what I wanted apparently didn't exist in the used car universe. When I finally saw one of the Lexus RX350s with the options I wanted in the color I wanted available at Lexus of Roseville, I called them up to ask a few questions. I got in touch with Sean and he answered most of my questions over the phone. Well...it was the last day of the month so we drove up to Roseville (about an hour away) on a Sunday night (after Thanksgiving) to look at the car. Once we got there, Sean was with another customer and handed us off to Joe. Joe took us for a ride (even though we had test-driven the same model before) and answered almost all of our other questions. Then it was time to talk turkey (it was the right time of year, after all). We got involved with Chris, the sales manager and started working numbers. This was a new experience for me. I'm used to having a price in mind and negotiating over the actual cost of the vehicle. The way they (and as I've since been told -- most dealers now) do it, they want to know your budget/target payments and will work backwards to get the price/financing that will work. Fortunately, I had worked a few "what ifs" so I had an idea of what my payments should be. We didn't quite get down to the price I had in mind, but they were able to tweak my financing a little to get me to within $50 of my target payments. It wasn't very "hard sell" for a car dealer -- again, the last car I bought was 10 years ago, so I don't know how much has changed in the industry since. They obviously wanted to sell a car and that's just business, but I didn't feel pressured or intimidated by these guys. However, it WAS about an hour past closing and I'm sure they were ready to get home :-). Once we made our deal, it was off to the Business Office to sign all the papers, make the down payments, and make any last minute adjustments. I was interested in the extended warranty, the Lo-Jack, and the interior protection, and Lynn, one of the finance managers was able to adjust my financing even more so I could get the extra options I wanted without changing my payments (they ended up being about $4/month more over and extra 6 months -- no big deal). After signing about 50 pages (I may be exaggerating, but that's what it seemed like at the time) of papers, we had the keys to our new Lexus. The new cars these days have lots of tech in them and Lexus has a staff of Technology/Delivery experts to help you get everything setup the way you want it and explain everything to you. Since it was now about 2 hours past closing, I didn't have the heart to keep poor Brittany there any longer that she needed to be. I'm a pretty tech savvy guy and assumed I could figure out most of the bells & whistles. However, she got my phone paired up with the car and went over the manuals and a few other questions I had. But she told me to give a call anytime I need any tech help with the car. One other little plus (it's always the little things that make the difference), I had driven my car up there to see about trading it in. They weren't able to offer me what I wanted, so we decided to keep it. They had no problem with me leaving my car there a few days until I could get back up to get it. I took Amtrak up right after work and Joe met me at the train station to bring me to the dealership so I could drive my old car home. All-in-all it was an enjoyable buying experience. Although I've only had the car for 1 full day, I was thoroughly impressed with the folks at Lexus of Roseville. I was almost turned off by the Yelp reviews of this dealer, but I've learned that it's really easy to complain about anything on the Internet, so I looked at other ratings and DealerRater.com had good things to say. I'm glad I went and am part of the Lexus family. More

Excellant Buying Experience Normally buying a car is very stressful for me, but this buying experience was so comfortable for me, start to finish. The salesman, Charlie Hunt, wa Normally buying a car is very stressful for me, but this buying experience was so comfortable for me, start to finish. The salesman, Charlie Hunt, was so helpful in making sure I understood the whole process. The entire sales team was very professional. I would deffinately recommend this dealership to my friends and relatives. More

Brought car in for the 10,000 mile service on our ES 300h. We also reported a problem with our AC System. A sour putrid smell is coming from our AC system. We were told that all new cars have this issue 300h. We also reported a problem with our AC System. A sour putrid smell is coming from our AC system. We were told that all new cars have this issue... which is complete BS... I'm not that naive. When we picked up our car we were told that the smell was resolved by cleaning the air filter and cleaning the system with some sort of AC air freshener. After about 2 mins of driving, I noticed the odor was still there. The next day, while driving for about 2 hours the odor seemed less noticeable but then after parking the car for a few hours and then driving again, the odor was back with vengence. I suspect there must be a engineering design flaw with the condensate system of the AC. Something definitely needs to be fixed here. A close friend of mine was in love with our car and was seriously interested in purchasing the same car in the next couple of months. We had dinner with them last night and he noticed the bad smell coming from the AC. I told him what was done to fix (not fix) the problem. He has now said that this would definitely be a deal breaker. He is planning to find a different vehicle to purchase. I reviewed some other comments from other Lexus owners online this mornging and found that this is a problem with several other ES owners. I think Lexus needs to investigate this and initiate a repair campaign. I believe that sales of this particular model will suffer do to this issue. We are seriously considering selling and getting a different car unless this problem is solved. More

Great service, but why was my tire flat, must have been some gremlins that punctured the tire . Grateful that I wasn't on the road when the tire went completly flat. some gremlins that punctured the tire . Grateful that I wasn't on the road when the tire went completly flat. More

I have worked with Mike Carlson for several years when bringing my vehicles in for service and he is always professional and courteous. Mike does an excellent job of keeping me apprised of the status of bringing my vehicles in for service and he is always professional and courteous. Mike does an excellent job of keeping me apprised of the status of my vehicle. More

Joe was absolutely the best. I've been car Joe was absolutely the best. I've been car shopping a lot, for the last 3 weeks and he was a breath of fresh air! Knowledgeable about the vehicle Joe was absolutely the best. I've been car shopping a lot, for the last 3 weeks and he was a breath of fresh air! Knowledgeable about the vehicle. Friendly and professional. What a great guy! I've been very favorably impressed by all the people that I worked with at this dealership. I also test drove a CT200h in the downtown store which is where I was headed but I decided to stop in the AutoMall and see what they had on the lot. I had no intention of buying. However, Lexus of Roseville had the exact car that I wanted on the showroom floor. Red! Beautiful! Hybrid, and yet, not at all like the other hybrids on the road. And though I thought it was out of my price range, Joe worked hard to get me an offer that worked. It was meant to be. I am very thrilled. The attention to detail was amazing. I have never seen a car as clean as this one was when I drove it off the lot, not a fingerprint or speck of dust anywhere. My phone was paired to the car and I the technology trainer was very knowledgable and patient in training me about all the 'stuff' the car does and all the screens on the dash. Extremely helpful. Thank you, thank you! Thank you Joe and Lynne and everyone at Lexus. More

Overall, I'm very satisfied with the service that I experienced at Roseville Lexus. exellent customer service! I delivered the service on time that they promised. experienced at Roseville Lexus. exellent customer service! I delivered the service on time that they promised. More

I've been using Roseville Lexus since I bought my car and have always received the best service. I truly enjoy working with Scott, he always takes into account my day and what my needs are when I bring and have always received the best service. I truly enjoy working with Scott, he always takes into account my day and what my needs are when I bring my car in and is always prepared. More