Review of Lexus of Richmond Hill

4 years ago

UPDATE:

UPDATE:

The General manager called me back and agreed to the following:
- 50/50 on a transmission fluid and spark plug replacement
- Replacement of the rear cup holder
- Touched up most scratches
- Attempted to remove the overspray on the hood of the vehicle. There is still some overspray and some minor scratches but they did mentioned that they will do the best they could to remove it.
The Jak at the service department was great and was very knowledgeable he made my experience worth while.

OLD:
I recently purchased a vehicle at Lexus of Richmond Hill and would like to share my disappointing experience with this dealership. Prior to visiting this dealership I spoke with the sales rep to see if my budget for a particular vehicle was reasonable, as I did not want to waste anyone's time. I was told it was doable and to come in to the dealership. I entered this dealership and met with the sales representative Jennifer, we went for the test drive I liked the car, when it came down to talk numbers this is when it took a turn, I was pressured into giving a number I wasn't fully comfortable with as I was pressed for time, upon telling Jennifer that I need my wife to take a look at the vehicle as well and we would come later that same day if an agreed price was agreed upon. I was told and I quote "it s a Lexus why does your wife need to see the car" this comment was in my opinion very degrading and rude, that same day I left a voicemail for the General manager Nadeer Rana (and still to this day have not gotten a call back). I left the dealership and they called back with a price, that we agreed upon after much back and forth, we went to the dealership to sign the deal that same day I had asked for a few items to be fixed before I pick up the car they were as follows; Buff out the scratches (was not done properly), lubricate the door hinges (was not done), fix the rear cup holder (was not done), touch up the paint (not all spots were completed), Buff out the scratches on the rim (was not done).The day came for me to pick up the car and when I arrived to review the car I noticed the vehicle was not cleaned properly and was still dirty. The Leather was not conditioned and was very dry. There was some sort of over spray on the hood and when asked what it was the sales rep told me it was from buffing. Buffing does not cause this issue it smooths out the paint. The sunroof had some sort of residue on the interior of the glass. Upon reviewing the car with the Lexus specialist the battery died and I asked if the battery had been inspected as it was very unusual that a battery would die after 5-10 min of leaving the car in auxiliary mode. I was told by the sales representative that the battery was that it was checked when safety was done. (This was not the case as I requested that they check it again and when they did they had to replace the battery as it was dead which means they lied). After replacing the battery they did not reset the backup camera so the grid lines did not move when the steering moved. In addition there was an error message that popped up stating that there was a malfunction with the AWD system and that it switched to 2WD. When I asked about why the cup holder was not replaced I was told that this was going to cost $2,610 to replace. I spoke with the parts department the next day and found out that the part was only approx. $160.The touch up paint that I asked for was dry and did not have any paint left in it. (Almost as if it were used). Even when I was signing the final papers the sales rep was snatching the paper from me as I finished signing the page. I wanted to take my time and read what I was signing and her expression and body language showed as though she wanted me to hurry up and get out of the dealership. I contacted Lexus Canada to create a case about this, to this day I have still not heard back from the general manager from Lexus of Richmond Hill after leaving him a voicemail 2 weeks again and several messages with the reception. I also emailed him on December 3 2019 and still no response back.