Paul Kasanda

Review of Lexus of Richmond Hill

I went to Richmond Hill Lexus to look at a 2003 RX...

I went to Richmond Hill Lexus to look at a 2003 RX 300 that was being sold as is. Rod walked me to the vehicle. Right away his attitude was aggressive... so take a look inside and tell me if you want it. It s an as is vehicle so there is no room in the price. It s $7000. Tell me if you want it.

I asked to test drive the car. He states they never let people test drive as-is vehicles. We drove twice around the parking lot. I poked the accelerator for a second to gauge the engine. Rod yelled at me. Loud. In my ear.

I parked the car and commented that the engine light was on and that I needed to plug in a code reader to see what the fault code was. He said fine and walked away. The engine code turned out to be an O2 sensor. I opened the hood to look at the engine and noticed silicone holding a cracked engine cowling in place. Rod walked up behind me and yelled what are you doing .

I asked him why he was yelling at me and pointed to the silicone. He reached on to the engine cover and picked up an old headlight bulb. He shook the bulb towards my face and yelled at me again what s this . I replied that it was obviously a head light bulb and that someone must have left it there when changing bulbs. I then politely asked for a different sales rep. He returned with the Used Car sales manager who started yelling at me from 20 feet away you can t plug a code reader into our cars

I replied I can t believe you guy s are still yelling at me. You guys are unbelievable. I asked Rod if I could plug in a code reader and he said yes so yell at him . Rod claimed he was too afraid to say no to me . Then the used car manager shook the old lightbulb in my face and yelled and what s this .

I said holly crap, it a lightbulb that someone left on top the engine. Do you want to sell me a car or do you want to keep yelling at me.

I went to Rod s office. He said did Rod tell you the car has been in an accident ? I said no . He said, did he tell you it has been in four accidents ? I said no . He offered me the car for $6000 instead of the $7000.

I asked him to put a dealer plate on the car so I could drive it around the block. He refused. Then he agreed. When I went for the test drive several more serious problems became apparent.

Obviously, I did not buy the car. My complaint is not that the car was a mess. My complaint is the level of aggression towards the customer.

So this story ends with me driving up the street and purchasing a 2005 Highlander from Richmond Hill Toyota. The Used Car salesman was Bob. He was a pleasure to deal with. The Highlander was being sold as-is. We went for a test drive (no objections). Together we noticed a few problems and agreed on a price.

I don t want any of my complaints with the Richmond Hill Lexus Used Car Sales team to reflect poorly on Lexus. I bought two new Lexus s this year from Tony Graham Lexus in Ottawa. The car s are amazing and The people at Tony Graham are fantastic. My search for an old Lexus or Toyota SUV took me to Toronto because the supply in Ottawa is pretty sparse. My advice to Richmond Hill Lexus is to swiftly replace Rod and the used car sales manager and anyone else that treats customers so poorly.

Looking at other google reviews, my less than satisfactory experience with your used car sales team is not an isolated incident. These two individuals neither like nor respect customers. They don t belong in the same building as a brand so committed to excellence as Lexus.

In their own defense, they will likely make up a story about what a horrible customer I was. So I invite you to check in with Bob at Richmond Hill Toyota or Kevin at Tony Graham Lexus. I m certain you ll get some very positive feedback.

I hope you do the right thing for your dealership and for the Lexus brand.