I've bought two Lexuses from this dealership and went back the other day to buy another and was really disappointed - apparently the staff and Lexuses in general have gone down significantly in quality. The salesman was nice (of course) but I started to feel like I wasn't getting a great deal on the price (I'd done my research and checked out prices on Carvana). I was also trading in my car, which I knew they'd turn around and sell for double, so I was feeling a bit nervous and glad my toddler wanted to go use the restroom. I asked the guy working in the gift shop where they were, and he said they were out of service and we'd have to walk to the next dealership over (Ford). Thinking about walking in the 90 degree heat with my toddler made me feel even worse, but a customer overheard the conversation and told us to go in anyways- and surprise surprise, they were working just fine. We were then directed to the finance guy, and he laid out his speech about buying the extended warranty- which would bump my price back up to the sticker price (well done guys). I said I've owned Lexuses before and trusted their craftsmanship, and he said most of the parts aren't made by Lexus anymore (google Lexus shuts down manufacturing plants) and if one of those parts go, the car shuts off and we'd have to get towed in. "The reputation is still there but not the reliability." I knew he was just trying to scare me into buying this extended warranty but in doing so he let me know something pretty concerning, so I got my title and keys back and said I was going to take my toddler to get some food and think about it. They started to panic, and seeing that they might lose the sale, the finance guy came out of his office with the salesman "oh you were buying a Certified pre-owned car- I didn't know that. The Certified cars have a two/year warranty with the first four visits to the shop covered." Sure he didn't know that. I wanted to go to the dealership so I could see the car in person, and I used to trust this dealership, but I was hustled and just got a bad feeling from the entire experience. I'll be looking at other cars and doing more research and I suggest you do the same. read more

Just had my second experience with their service center and I'm blown away by their level of service. From the person who greeted me, the service advisor and the service manager who called me to schedule my appointment. They all went above and beyond to take care of me. They washed my car and filled the tank. Wow read more

I highly DO NOT recommend Freeman Lexus. Freeman left my 2 rear axel pins loose to the point of catastrophic failure - I own a RWD Lexus. Some celestial force bent those pins and saved my life. I know my cars, not what Freeman was telling me. I went to an independent shop, had them lift the vehicle and there were the pins - loose and bent. This also wasn't Freeman's first try at making a them problem a me problem. I sold the car after being told repeatedly that nothing was wrong. The diagnostics from another Lexus dealership confirmed my suspicions which I used to seal this problem. As a car lover who freely trusted dealerships to do what is right and just - they changed my world. This has been a years long fight that is finally coming to a close. read more

I Sold my gorgeous Lexus RX450h SUV to Freeman and the process was easy . Greg ,the used car manager was competent and didn't waste my time . I always love their service department and this dealership is worth the drive if you don't live in the area . Freeman Lexus 5 stars . THANK YOU ! read more

My mother is over 70 years old and has been a loyal Lexus owner for 15 years. She has always brought her car in for full service like clockwork and is the definition of a loyal customer. She recently went in to buy a new car and the experience was honestly heartless. She explained to the staff that she is currently caregiving for her elderly husband and cannot be out of the house for more than an hour or two at a time. Instead of making it easy for her, they made the process incredibly difficult. They dragged the sale out over four days. Even though she lives close by in Sebastopol, they never even offered to deliver the car. She had to leave her dying husband at home to go pick it up herself because they wouldn't lift a finger to help her. The salesman was also completely out of it. He seemed confused that she wanted the highest trim level and she had to remind him three different times which car she was actually there to buy. Then, when it came to the warranty, the person in charge wouldn't even follow up on her emails. He actually told my elderly mother that she should send him a reminder email to call her back. She paid cash for this car and was probably the easiest customer they've had all year, yet they treated her with zero respect or empathy. It is despicable that a luxury dealership would treat a regular, elderly customer this way during such a difficult time in her life. I am doing everything I can to make sure she never spends another dime at this location. If you value good service and basic human Decency, take your money to a different dealership read more

Bought a new car from Freeman Lexus, was happy with the salesman and transaction. First service was a delight. Wow I am impressed. The loaner car program is fantastic. Everyone was super nice. Sorry to anyone that hasn't had a very good experience here. I'm coming back. When was the last time you "liked" the car salesman?? It's unusual! read more

I feel very taken care of as a Lexus customer. The service is reliable. Both of the customer service representatives I've worked with were genuinely nice and helpful. The loaner car program is epic. I'm a very busy person and I love being able to borrow a car while mine is getting worked on. read more

My family and I had such a great experience at Freeman Lexus. We were assisted by Paul Goodman. He is a senior service advisor, very knowledgeable and delightful. My son lost his key to his car, and needed to purchase a new one that needed to be programmed to his car. Paul was very informative and his customer service was exceptional. Everything was a success. Thank you Paul for your expertise and service. read more

Freeman Lexus - Car Dealers Near Me - Santa Rosa, California

My mom took her lexus into this dealership to ask them how much it would cost to have them replace the side marker lamp in her passenger side mirror. They quoted her 1000.00 I told her eff that sh÷# and let me do it. I bought a lexus brand side marker lamp for 75 bucks on ebay and a 5 dollar trim and clip removal kit from amazon. I watched a tutorial on how to replace it on youtube and I fixed it my damn self in 15 minutes. How can this establishment justify trying to charge an older, trusting woman 1000 bucks for 200 dollars worth of work and parts? Is that how you treat female customers? Because you felt ahe didnt know any better and you were gonna try to take advantage of her lack of knowledge and desperation? Too bad some people dont have kids that wont stand for some greedy fux that want to take advantage of their parents. My mom had the money to pay your rediculous price, but no way in hell was I going to let your dealership rip her off. Get some decency and stop screwing over hard working people. read more

A huge thank you to Andrew. He was so helpful and so professional. Lexus is very lucky to have him. read more

Thank you, Freeman Lexus for helping us with our car while we were on vacation! Unfortunately our hybrid was having issues while we were on vacation and had to get out car towed into Lexus. Thankfully Freeman was able to give us a loaner car and attended to our car all within a couple days. Nothing is more stressful than car troubles while you are on vacay almost 4 hours away from home. The people at Freeman really helped us feel at ease during such a stressful situation. If you are looking to get your Lexus serviced, I would highly recommend Freeman Lexus. read more

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Bad costumer service, traveled 80 miles just for the wrong parts! Twice! Wouldn't recommend

Very positive experience selling my used Lexus GX460 to FreemannLexus dealership today. I worked with Greg Adair, pre-owned manager. He was very fair on the price, i did my research and found a good negotiated sale price. He was organized & handled the paperwork in a very timely manner. It was all completed in less than an hour and i walked away with the check! I bought the Lexus there & did all the maintenance and service at the same dealership. I would definitely buy/sell a car with them again in the future. read more

Live in Marin, but choose to venture to Santa Rosa-Freeman Lexus for vehicle needs. Have purchased last 4 vehicles from Freeman and high marks to Ivette Ulloa in Sales and James Henry in Service. Brought car in for scheduled service and 2 coffee and a bag of fresh popcorn later , was out in less than 2 hours. Oftentimes we have nice conversations with some of the other folks waiting for their cars too! (wouldn't happen in Marin) When looking for our current SUV, I was concerned about the ride height difference between the 2 sized tire/wheel combination and Ivette drove both vehicles up to the showroom next to each other for me to check out- Dealership is clean, showroom cars are eye candy, and waiting room doesn't smell like rubber or burnt oil like some other repair facilities. Yes, the Restrooms are also clean, in case you need to know. read more

Diane Freeman personally reached out to me when I had a situation with service. She addressed the problem and resolved it. I was so appreciative of her interest and investment in her team, and dealing with how to make the best service team experience possible. We have bought 4 Lexus SUVs and 1 Toyota over the years, the service department is very important to us. Thank you for keeping Lexus personal relationships number 1 with customers read more

Wish I could give them 0 stars. Do not go here! Had a warranty on this car and the blinker wasn't working, brought it in to get fixed, was told that the problem was water. They then proceeded to take apart the car not find the problem and charge us 3k for wasting their time. They finally let us pick the car up after we paid and the car was filthy. We have been Lexus owners for over 5 years and have never dealt with service like this. If I could take back bringing my car here I would. Do not go here. read more

Love this place. I go here for all my Lexus needs. Of course they are a little pricy it's a Lexus dealership but like I always say you get what you pay for. read more

Just a follow up from my 1 star review last year... If any of you were wondering if Freeman ever made it right after causing the destruction of my beloved 430 sc... The answer is... no. I gave them ample opportunity to make it right... but they refused. I miss this car every day. I still haven't replaced it since every other car seems like a poor substitute for the car I had. If I hadn't brought it to Freeman for an oil change, I would still be driving it... no question in my mind. I regret this decision. I was a fool to trust this people. Interesting side note: While shopping for my next car, I was stopped in at a used dealer I'll call "Toy Cars" that I had bought two cars from previously. The sales guy there had also just bought a car from Freeman. He needed his first oil change, and they offered to pick it up at his work and return it. Upon return, there was a razor knife blade (like the ones car detailers use) sticking out of the side of the tire. He told me that when he called up to complain, Freeman told him "It must have happened on your lot... you guys do a lot of detailing over there, so it happened on your lot... It wasn't like that when it left our lot". You know? This sounds an just like what they told me that my car wasn't leaking water when it left the Freeman lot. I'm starting to notice a pattern here... I miss this car every day. I can't believe that Freeman refused to make this right... but I'm starting to see that this is how business gets done there. I miss my car! I'm still sad about it almost every day... read more

Just purchased my new 2022 Lexus wow !!! Great service everyone so nice !!! No pressure nothing but great service Robert was great so friendly. Ibette was so nice took her time to explain everything in the car made us feel like family!! Truly recommend this place what a great experience!! read more

Freeman Lexus - Car Dealers Near Me - Santa Rosa, California

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Ivette was great throughout the entire process of buying our Lexus. This will be the 4th Lexus we've owned and Freeman seems to be the best Lexus Dealership. I love my new Lexus! read more

We went twice one day to buy a car there that my husband found online. The first time no acknowledgement whatsoever so we left after about 20 min and came back a couple hours later, again barely acknowledged but we're at least able to take the car on a test drive. Came back and wanted to purchase and the salesman Mitch said are you really wanting to do something tonight? Mitch sounded like he should've retired a few years prior. Ended up going to Audi of Marin and purchased a new car there. They were glad to help a customer. Wouldn't go back to Freeman Lexus ever nor would I recommend them to anyone. read more

I spent weeks car shopping. And honestly car shopping SUCKS! Especially right now with everyone wanting to buy hybrids. But when I came across Freeman Lexus I was very happy! The person I worked with throughout my whole experience was Mark! He was the best salesman to work with! I live 2hrs away from the dealership and he was so quick answering my questions, sent me pictures and videos of the car I really wanted. Also gave me options before making that long drive to Santa Rosa! I highly recommend Mark Brill! Very patient, professional, and goes out of his way to make his clients happy! Thank you Mark! read more

I absolutely have LOVED working with this dealership to purchase a new vehicle. Chris Samler was my sales representative and was patient, not pushy, very honest about my new and trade in deal an spent a good amount of time going over my new vehicle's electronics, GPS, etc. I have normally dreaded going into dealerships in order to expose myself to rude/crude sales people who will not work with me to negotiate a fair deal or are so damn pushy and likely dishonest ( bait and switch tactics) that I walk out in disgust. I can attest to the fact that my sales purchase experience with Chris, his sales manager and the finance manager was a complete 180* from my past experiences. If you're shopping for a Lexus, it's well worth checking out this dealership and asking for Chris. Your sanity is worth it. read more

This review is solely based upon an interaction over the phone and the customer service I received with one individual only and does not reflect the business as a whole. This morning I was trying to get in contact with a service advisor to ask a quick general question about my navigation system as I was having some trouble with the functionality and was thinking it may an electrical problem. So before I scheduled an appointment or drove over I was hoping to get some insight that may help. Here's where the issue came about; I called, selected option 1 for LEXUS, option 1 again for SERVICE, and the operator or receptionist answered the phone, I believe her name was Karen. I said, "hello I was hoping I could be transferred to a service advisor to ask a general question about my navigation system." And she said, "okay, who would you like to speak to? We have three service advisors today" and proceeded to list their names. I let her know I had no preference and she connected me through with one of them. After a few rings, no answer, which was totally fine. I figured they may not answer but in the back of my head knew that I could call back and just try to see if the other two were at their desks to see if I could catch one of the three in the moment without having to leave a message and wait for a call back, whenever that may have been. But I was very wrong for assuming this! After the first service advisor didn't answer, I called back. Option 1, Option 1, Karen. I said, "hi there, I just passed through to a service advisor, but they seemed to be away from their desk. Could you pass me through to the next advisor that may be available?" So this was NOT an okay request per Karen! She immediately shifted her tone and responded. "Well, did you leave a message?" I said, "oh, I was just hoping to catch someone without leaving a message, as you said there were three advisors available today, I figured I could call back and try again?" Karen was now irritated. She was either too busy to help me in that moment get a quicker response from one of the service advisors available, or she just straight up didn't want to. After hearing the frustration in her voice it made me feel like I was doing something wrong. What is wrong about wanting a quicker response knowing that there may be other service advisors that may be able to answer my quick question? What's wrong about calling back to exhaust a few options that were originally presented to me? Nothing. Karen is in the business of customer service and is the "voice" of service for this Lexus branch. I wanted to write this to let this branch management know that instead of WANTING to HELP me in any way she could with my inquiry, Karen left me not wanting to call back because I may have to speak with her again and may upset her unknowingly and not only create a bad day for me, for her (from what it appeared), but to the next customer she picks up the phone with or interacts with personally. Please please please evaluate her performance. Please give coaching on what this interaction was from a consumer lens. There should never be excuses, especially with this current environment. Please do not contact me. I do not need an apology or any response. All I need is for Karen to do better. Be better for the company you represent! read more

A week later and Freeman Lexus is by far THE worst ran dealership. I've spoke with Andrew, Paul, Eric, Cali, everyone is unprofessional, condescending and indignant. Finally, today, Paul admitted that nothing has been done to my car, it's just been sitting there all week, because Lexus won't take responsibility for the water damage. I know how the industry works, and it's built to break clients down so that they don't push further that the dealership is capable of going. They won, great work Freeman. read more

I've been shopping for the right car for a little while. Then when I went onto the Lexus website, and I found the car I've been looking for! Gave an email in and Chris responded quickly and professionally. They worked well with my lunch time frame for my test drive. Let's just say I was sold ! Went back and forth to discuss what I promised myself i'd be able to pay monthly and Chris helped me figure it out!! Went in later in the day to buy my car and that's when we went through the process and I had met Lars a nice gentleman with the finance department. Super funny guy and all around the most awesome experience I've had when going through a dealership would recommend them to anyone I know looking for a new or used car !! read more

I've had my IS 250 serviced here regularly for almost 5 years. The service has been fine and the waiting room is nice. This year I decided to compare estimates and saved 35% - 40% by having the same work done at Automotive Excellence and Tire Pro. The savings were more important to me than the amenities at the dealership -- I'm glad I shopped. read more

After dealing with sleazy salesman all day, we ended up at Freeman Lexus and found Chris, who was a breath of fresh air! He was very helpful and getting us what we needed. He was also very communicative during the two day process. Their prices were also more than fair, and they were even willing to negotiate even during Covid. Even the loan process was pretty easy! read more

Yesterday I had the pleasure of purchasing a certified pre-owned Lexus NX300H from Freeman Lexus in Santa Rosa. The entire team was courteous, respectful and unlike the stereotypical "pushy" car salesman. In fact, quite the opposite. In particular, I would like to thank Ivette Ulloa, our Sales Consultant, for going above and beyond. Even staying late on a Friday night to complete our transaction. Additionally, I would like to thank Lars Reppin, the Finance Manager, who took extra time to help us make the best decisions on financing and options. He made this an enjoyable experience and, I thought, gave us the same good advice that he would give to a member of his family. Thank you to Manager Greg and to all of the sales staff that helped us, including Mark and Chris too. This was, without a doubt, the best experience that I have ever had with purchasing a car. Thank you Freeman Lexus. read more

Freeman Lexus - My new Lexus NX300H. I love it! - Car Dealers Near Me - Santa Rosa, California

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My wife and I came here to look at a car we saw online. I called ahead to make sure it was still there and by the time we arrived it was parked out front washed and ready for a test drive. Chris was very friendly and helpful. He was more than willing to work with us on a deal so we could purchase the car. The experience was great we highly recommend you visit freeman lexus if you are looking to purchase a car. Even if it's not a Lexus. (we bought a Honda Accord from them) After Chris helped us we sat down with Lars the finance manager to finalize our purchase. I was prepared to put up a fight since we had a bad experience before with this process but to our surprise he was very nice. He was informative and really explained why he recommends certain services they provide but was not pushy. Also he reworked the pricing 3 times in order to make it work for us. We had a great experience buying our car from Freeman. Would definitely buy from them again and highly recommend them to others. read more

Chris, in Lexus service department, went above and beyond to help me that I'm blown away by his dedication to his customers. When there were issues, he made a flood of calls for me to resolve it and he didn't even stop even when it looked hopeless. He kept plugging away and that is truly the magic of Chris and Freeman Lexus because he involved his managers to the highest level. Together, they were able to resolve my issue beyond my satisfaction. I just wanted to cry from gratitude because we live in a world were allegiance is monetized and they demonstrated that this is not the case for them! Made me feel incredibly special. So, to Chris and all of Freeman Lexus, you have my undying loyalty and appreciation! read more

Went to their website "Contact Us". Filled out a request for service needs/quote to Service Department selecting call back as my preferred option. Never heard back after several days. Filled out a request to get a part price to Parts Department selecting email as my preferred option. Never heard back after several days. Not sure why dealership promotes this and then does not bother to call the customer back (or email the customer back in case of Parts Department). I tried to call them and was forwarded to Service Department where I got voice mail. I expect more from a Lexus dealer. read more

The Service Dept at Freeman Lexus does professional and reliable work. If they need to keep your car for a while they will offer a loaner vehicle for your convenience. Very friendly and accommodating Service Technicians. These guys do a great job! read more

We were looking for a hard to find Lexus NX 450H+ plug-in hybrid crossover and had just about given up hope. But Mitch Lader was a wonderful salesman at Freeman Lexus in Santa Rosa who helped us fine tune our search and get on the waiting list. He was kind and patient and very knowledgeable about the the different Lexus cars and options. He never pressured us to buy or gave us a hard sales pitch. When our number came up and we got our car, he helped us trade in our old car for the best price possible. He also spent a lot of time with us explaining the features of the new car. He was just a knowledgeable, super nice guy who was a bright light in the discouraging process of buying a new car today. I will also say that we found all the people at Freeman Lexus to be very friendly and helpful. read more

Ivette, Robert and Beejan are great. I was able to secure a limited edition Lexus at a great price. Ivette provided me a up front and transparent price over text and assured me there would be no surprises or bait and switch once at the dealership. I was going to make a 2 hour trip up to Santa Rosa so I felt comfortable making the drive. Once I got there, the car was as described and completely mint. I requested that there would be no front license plate installed, I also wanted to keep the window sticker completely intact for collection purposes, and Ivette made sure it was done for me. The process was quick and painless. My wife and I were completely satisfied with the experience and we definitely recommend shopping at this family owned dealer, they really value their customers and ensure that you are happy with your purchase. read more

Mitch was amazing. He gave me space to make my decision, wasn't pushy in the slightest, offered to come in on his day off to give me more time to think and then stayed late to help me purchase my car. The guys in the back doing the detailing were asked 9 minutes until closing, (which I know is the worst ask so I couldn't be more grateful for everyone helping me make this purchase happen) to detail my car before we left. Everyone there was an absolute pleasure to work with and they gave me a great deal on a great car, which in this market is worth noting! read more

Came here today for new keys: One with fob/buttons and one door key. (Expensive, but our lockout episodes depleted all but one of our AAA service calls, so I had little choice!) The young valet greeter was really sweet and professional. Paul, the service pro helped me decide what to get and where to keep the new spare keys. Another service guy came in with ideas of hiding places for the keys, too, (tall, thin, didn't get his name,) so I appreciated their help. Mario in the retail shop was patient and funny while helping me choose an organizer that holds my phone, lip gloss, etc., and the cashier, didn't get her name, was really sweet, too. Paul then went over the suggestions their mechanic made, and looked up my car's previous owner's service records which was really helpful. It took about an hour, but the staff made it enlightening and enjoyable. :-). Update: Paul called yesterday to ask if everything was working well with the new keys, etc., and I told him yes, and that I'll need to come in to get the window buttons on my driver door fixed. He said, "Try this first..." and told me 4 steps to follow and VOILA! All 4 buttons work again! Thank you, Paul! :-D read more

It's always a nice feeling when you hear the service writer mocking you. Honestly the service department here leaves A LOT to be desired and their elitist attitude is the worst. Before I bought my car at another Lexus dealer I stopped by, you know check the local guy, they treated me as though I couldn't afford the car I was looking at but the joke is on them, I bought the same car two days later elsewhere. I should have taken that hint and stayed away..... lesson thoroughly learned. Friends don't let friends go to Freeman read more

I had a great experience from Freeman Lexus about the service of my LC500.People are courteous and respectful. They are on the ball about what to do with my car. I have a peace of mind that my car is in good hands. Thank You Freeman Lexus. Jerry D. (Healdsburg Ca.) read more

Submitted on behalf of my Dad, Frank Arriaza. Earlier this month, having just purchased an iPhone, and while I was on the way to an appointment in Santa Rosa, I found that my new phone would not work in my 2020 Lexus 300 Sport. I drove to Freeman Lexus for help with the phone problem. Upon my arrival, I was approached by Ivan, a greeter, who immediately asked if he could help me. Ivan was wearing a mask and was very polite. I told Ivan my phone was not able to call out from the car. Without any hesitation, Ivan asked all the pertinent questions to solve my problem. After a short time, he went to the office to consult with a colleague. On his return, Ivan was able to show me how to use the phone successfully. The experience was pleasant and memorable. Ivan's bilingual expertise was appreciated. I left Freeman Lexus, satisfied with my interaction, thanks to Ivan, a good representative for Freeman Lexus in Santa Rosa. read more