To whom it may concern:

To whom it may concern:

We were very disappointed with the service we received at the Lexus dealership in Richmond Hill, Ontario. During the visit, we had picked the NX300 model and requested the model with a Red interior and a Grey pearl exterior since we had previously seen this colour scheme before in another dealership located at Don Valley North.

The sale representative didn't confirm the detail with us about the colours of our desired vehicle and unprofessionally told us that she had another client waiting and asked us to the financial manager's office without any further confirmation of any of our requested details on the car we were looking to purchase. When I asked my husband to go to ask her about the Configuration and Pricing Summary, all she gave us was the "vehicle order guide' without any colour specification shown since she was busy with another customer. I had never had this kind of experience with any other auto dealerships in Canada! But we thought we could trust Lexus as it is a big corporation and didn't expect anything sketchy to happen. A couple days later, the sale representative called me to tell me that she only had a 50% chance to find the car that I wanted and would let me know as soon as possible. I had no idea there could be a percentage of chance that I could get the vehicle I was looking to purchase, and once again found it unprofessional that I was given a VIN number on an agreement if there was not even any definitive answer as to whether or not I would get the car I wanted. I didn't understand what VIN number she put on the agreement if she did not even find the specific vehicle I was looking for. No matter she call us or when we want to clarify more information at our first visit , she keep said she was that her client was in front of her and that she was very busy. This was the third sign of something odd going on that I did not expect from such a big company like Lexus. A couple days passed and she told us the car we wanted would probably be available for pick up either Thursday or Friday. Then, on the Tuesday night (October 23), I received a text message from an unknown number, thinking it was just a spam message. I later realized it was the sales rep who was texting me a new VIN number from a weird phone number that I did not even know. This was just another sign of improper service and I no longer felt comfortable purchasing this vehicle from the weird process that came with purchasing a Lexus.

Accordingly, we decided not to take this deal since the VIN number had changed and we could foresee more last minute changes against our will if we had continued with this deal. Additionally, the service we had received from this sales rep and her colleagues added onto our doubt with this purchase, and really broke my trust with the brand of Lexus.

She had forced us to sign a paper without even confirming the vehicle we wanted or checking the company's inventory, and to cover up her mistakes she in turn gave us dishonest service that I now suspect as fraud. The lack of transparency from this sales rep was surprising, and when I had asked for my money back, she rudely said that she was taking the next day off and that I would only be able to get a hold of her manager.

Up to this day, I don't understand how a sales rep with poor product knowledge and inadequate customer service, one who could abandon a customer in need after taking their money, can serve as a face of Lexus. I am appalled that I still have to pay for the mistake of this abysmal, unprofessional, and deceitful employee of Lexus. I am requesting a refund of $1000.00 from Lexus in sequence of these events happening at the Richmond Hill dealership.

Waiting for your reply!