Esquire V

Review of Lexus of Richmond Hill

A Message to The Owners: Lexus of Richmond Hill ...

A Message to The Owners: Lexus of Richmond Hill is trending in the wrong direction... I have exclusivley owned Lexus vehicles for the last 14+ years and today was the first time i've ever considered looking elsewhere because of the service or lack therof that we received today (August 10, 2016).

I have been in the market for a 'daily driver / winter vehicle' and have been shopping around for the past 2 months. My wife and I visited Lexus of Richmond Hill today in hopes of finding a 3rd vehicle for our household.

Our experience was a nightmare to say the least, from the time we entered the dealership to the time we left . Although both receptionists' were idle upon our arrival, we were never greeted nor acknowledged... both were too busy playing with their personal phones. We carried on and inspected ALL of the vehicles in the showroom from the; NX, RX, CT, GS,IS and even the LS which is our dream car. Over the course of approx an 1 hour, not a single sales agent approached us, let alone acknowledged us. With the exception of a couple hard working sales agents who were with other clients, all were too busy huddled in the Manager's office playing with their phones or going out for a smoke. Ultimately, we were waiting for a senior sales agent anyways. Without singling anyone out -only a certain few who've been there for years and have put in work and continue to do so with pride.

This past year - I've noticed a significant change in the sales team from Sales Manager down... a change which I believe is detrimental and damaging to the Lexus brand. The new sales team, which in my opinion, are a bunch of young unprofessionals that are lacking class and the simple understanding of the "customer experience." Perception is everything folks!!!

Eventually, we sat with a senior sales agent who we respect and admire for his professionalism. We tested a few models and fell in love with 1 in particular. The sales agent tried his best and did everything he could to create a 'win -win' deal. Ultimately, approval from the sales / leasing Manager for the OFFERS (within reason) we presented was required. If i'm not mistaken - the sales manager's name is Vince Beincas, shaved head with a long strip of hair slicked-back down the middle.

Sadly, things didn't work out as Vince didn't want to budge.... We advised our sales agent that we would go home and discuss over dinner. We decided it was time to leave (3hrs later). As we proceeded, we noticed our sales agent walk to Vince's office to advise him of our decision... We will NEVER forget Vince's reaction as he disrepectfully threw his hands in the air and mouthed the words "!@#/ THEM!" I cant imagine how belittled the sales agent must have felt, especially in front of his young counter-parts, which again, were huddled in the Manager's office.

At this point, we looked at each other with shock and decided to b-line it for the exit.

This is the first time in 14+ years that I am considering even a domestic vehicle. You would expect class A service for class A vehicles which is just not happening at Lexus of Richmond Hill. This new breed - from the Sales Manager to the front desk requires some serious basic training.

I just scheduled an appointment with Audi. My option B.

*Update* visited Uptown Audi... my wife and I were welcomed as soon as we walked in. The staff from the front desk to the business manager went above and beyond to provide a customer centric experience.

We purchased a new performance top of the line S model.

Sincerely,

SV