Lexus
Complaint 144906 Details

To whom it may concern,



I would like to file complain about Richmond Hill Lexus Dealership, that shamefully extinguishes consumer’s opinion about Lexus customer service.

My name is Maria Rozentsvyg, me and my husband Max Rivshin, were loyal clients of Lexus, here in Canada and back in Estonia since 2001. When we came to return our leased RX 350 and choose our new vehicle in June 2012, we were shocked. Unprofessional behavior of sales people in your dealership destroyed our opinion about Lexus promise to provide outstanding customer service.
Men by the name Gregory, asked me what do we want; I replied that I want a red RX350 2013. He said: “No problem, let me finalize everything with your 2009 vehicle and then I will help you with a new one”.
I give him our previous lease agreement, our extended tear and were policy and ownership. After two hours waiting finally, he said that we owe $5000, which he will waive for us if we sign a new lease. We agreed for red RX350 2013. At the moment when we were finalizing all lease documents, Fatima told us, that we don’t actually have to pay for anything, anyway…
Our Extended Tear and Wear policy should cover all scratches. Gregory replied: “I was on vacation, and didn’t know anything about this program”.
OK, everyone can make a mistake.
Two weeks later he called, “Your red car has arrived. Well it’s a dark red, come take a look”.
We came, and he pointed to the vehicle that was in the dealership right from the first time we came back in June, and it was Brown.
I said to him that it is unprofessional manner to lie to your clients and we decide to shop around for some other vehicles and better service.
When, I came to return finally my old car, I asked to work with someone else. What a shock! Gordon, another person form dealership, first tried to prove to me that brown it’s also red. Then, refused to accept car, saying that with extended warranty I have to fix it myself and then return the vehicle. I spent a week on the phone, in collision centers and dealership.
In dealership, Gordon kept saying fix it first, then return. Insurance company kept saying no, return, then we will fix it.
After numerous calls to management of the Richmond Hill Dealership, Gordon finally agreed to take vehicle back. When we arrived to meet with him, he did not greet us, was rude, and throw my old plates in my face.

Terrified with such “Great” Service we left, to find out in Service Ontario that Dealership stole my stickers from the plate!!! What a shame $74 backs worth of stickers were stolen by rude manager of Lexus Dealership!!!

Our lease on RX 2010 will expire in one year from now; I will doubt I will come back to this place. Although, I was very happy with vehicles, they truly were in line with my expectations. Great car, horrible service!!!

I would appreciate apologies,

Maria Rozentsvayg