Lexus Downtown

Slow. Slow. Slow.
Can’t trust their estimates. Took my car in for warranty work on a 2 year old car. Rust on inside of door. Said they would file claim with Lexus Canada. Would take a few days. 3 weeks later they finally have approval. That’s after I pester them every week. 3 weeks!!!
Said I would be on vacation for a week. Can they please work on the car while I’m away. Nope. Body shop all booked up. Maybe they would have been free if you got the dam approval sooner. Fine. Have to wait till after my vacation to bring my car in.
How long to fix it? A few days they said. End of week for sure. 3 days later. No car. Call them. They need 2 more days. 2 days later. No car. Say they need another day.
Holy. Sure don’t give a crap about your time. Work on a frigging bankers schedule. Maybe if I was putting down money they would move faster. Warranty work isn’t a big money maker for them.
Lexus should be embarrassed that their car has rust after 2 years. They should work harder to fix it quickly as this was clearly a defect. 6 business days for a rust repair? Sounds really long to me.

Service department is very hard to reach and available appointments are usually several days or a week ahead. Service is only available until 2 pm on Saturdays. Quality of service is good once you make contact and get an appointment which is convenient for the dealer. Probably won’t buy another Lexus because of the poor service attitude.

Went in for regular scheduled maintenance with my brother-​in-​law for his leased IS 250 and while waiting poked around the showroom. We were asked by a few Sales staff if we needed assistance, but said no as we’re just in for service.
Then we were approached by Ron who came across as a real Lexus enthusiast, he invited us to sit down and talk to help pass time while we wait. Initially Ron made small talk and made us both feel welcome, all the while still promoting the brand and telling us about the different features and benefits. Once he found what was important to my brother he offered up a deal for an ES 300h (Hybrid) that was hard to refuse… considering we were only in for service and the IS 250 still had a considerable amount of time left on the lease. I was shocked by the lengths Ron went to, to get the deal done. There were no hidden fees and no last minute «bait and switch» tactics.
Overall, Ron was knowledgeable, courteous and professional. I know my brother was thrilled with the service and I was amazed as well since I didn’t make a purchase… yet!

My friend bought Lexus IS250 there and it’s been really unpleasant experience. I came along as his English is not great, so he asked me to help check the papers. Honestly, I had much better experience with buying my Hyundai… My friend arrived to the dealership first and started looking at the cars, then some Asian salesperson came to him and asked whether he is here to buy or if he «just spending time looking at nice cars». When my friend told him that he came to buy a car, the salesperson tried to apologize by making a «joke», he told my friend: «you don’t look like Lexus person». We asked for another salesmen, who was also quite obnoxious — I guess their customers are older and mainly Oriental. Anyway, the purchase process took 3 hours — after 2 hours we were so tired from their pushy tactics that we tried to walk away. The salesperson literally blocked the doors and begged us to stay. Anyway, after 3 hours my friend signed the papers and was a proud owner of new Lexus.
The story doesn’t end there. The car came with so many problems that in the 3 months since purchase it has been in repairs twice. Worst thing is that technicians are so bad that they fix one item and break another. It looks like Lexus Canada really needs to hire better salesperson, better technicians, and improve car quality (I have my Elantra for 3 years and didn’t have a single issue).

Thinking of Lexus for your next car… Don’t! They roll out the red carpet and make you feel real good until you sign, then it is good bye and good luck. They really know there stuff. I leased a RX 350 from Lexus Downtown in April of 2013 and have had nothing but problems with the navigation system. I first reported the problem to Lexus Downtown shortly after I leased the car in April 2013 and here we are in January 2014.
The problem has still not been dealt with except for a lot of polite professional lip service from Vincent Chan the dealer service manager, I found him to be very impatient to deal with given that I am a new Lexus owner and haven’t got a clue what is wrong with the system and he is suppose to be the man with the answers. He spent 30 seconds with me and surmised that it must be a fault with my phone. I escalated the problem to Lexus head office and spoke with Donna Spence, very nice conversationalist; we had quite a few phone calls and shared a few laughs over the months but unfortunately, again received a lot of empty promises and similar lip service with no real action. Donna did make a lot of simple easy to carry out promises to have an updated version installed and even accommodated me with my request to bring it to a different Lexus dealer (Don Valley North Lexus) because I really didn’t want to continue dealing with Lexus Downtown after such poor service from Vincent. She hooked me up with Edmund Lee from service department at Don Valley North Lexus. She assured me he will call me, and make arrangements (which to this day he has never picked up the phone). I called him numerous times and scheduled a service call at Don Valley North Lexus and wanted to assure that they could re-​install an updated version. He didn’t bother to return any of my calls to him. I arrived at Don Valley Lexus and I am greeted by a new person, not Edmund as I requested. They took my car in for service and several times during that visit I asked to speak to Edmund, he was in, but too busy. I left with my oil change and no communication with Edmund Lee. This is the type of response I have been getting on this issue for nine months now. Yes, I am at the end of my rope.
I am seriously contemplating launching a law suit over this, and will update you as my thoughts progress.
Clearly this is the culture of Lexus Downtown, Don Valley North Lexus and Lexus Canada. Clearly they should be avoided.
I cannot recommend Lexus based on the service I have received. If you would like a more detailed account please feel free to contact me.