Don Valley North Lexus

I purchased the extended warranty from the dealer but is unable to claim it.
At the time of purchase, I am told unlimited dent repair, but I am asked to pay addition on the repair. Small amount, but don’t want to pay by principle.
Something between Titan Endurance, King Dent, and DVNL dealer not working together.
They got 1 additional star for great staffs, smooth workflow, and courtesy car wash.

I know I already asked if you can give zero stars but why not… A DVN Lexus E– commerce guy contacted me so I forwarded the large detailed letter to him. Eventually I did get a call back from a customer care person at the dealership. Basically passed the buck to Lexus Canada regarding the car part price. «we don’t set the prices for parts» Yes but of course that does not explain all the other issues which were well within your responsibility. Basically just got an apology and that they are working to improve. I even had to re iterate what is in the letter so this call back brought zero satisfaction. Considering what they charge per hour for service I am kinda shocked at how cavalier they are. Hey whatever, prob is that DVNL and other dealers are owned by the same company so you will need to got a bit farther to avoid their crazy rates and parts price.

Terrible.
I inquired if I could get a screw in my key fob replaced. It’s been a year and no response. However they’re service department calls me every month or so to offer me overly expensive repairs that I clearly showed no interest in getting done there.

Overall, fantastic experience.
Here is my story: After going to Lexus of Richmond Hill (which is closet to home), I was not able to reach a deal with the rep and decided to try DVNL.
To my surprise, the rep (Moses) did a fantastic job. I was able to strike a deal that was much better than Lexus of RH had offered and within an hour we signed the paperwork.
Overall, I received a 1% loyalty discount for being a past lexus customer, a shorter lease term and a lower monthly lease payment than I received at the other dealership.
I received my car a few weeks later and since then I have been nothing but pleased with it and my dealings with Moses.
Room for improvement: The only reason I didn’t rate my review a 5 out of 5 is because similar to the other reviewer, I found I had to keep on top of the deal by constantly following up to make sure everything was ok and on track for a proper delivery. A small price to pay, but it would have been nice if they were a bit more proactive.
Suggestion: As the sales reps are quite busy, the dealership may want to consider hiring a dedicated customer service rep to only following up with customers once the paperwork is signed, but before actually delivery takes place (especially for a dealership of this size). This would take some pressure off the reps so that they can make more sales, but still keep customer service at an optimal level.
My other suggestions are directed at Lexus Canada. After dealing with multiple dealerships on 2 separate purchases, I was really disappointed in the lack of transparency of each encounter for 2 reasons:
1) Most other car dealerships provide their reps with proper computer software (i.e. the one with the blue screen) to show customers a detailed electronic breakdown of their payments. This allows one to adjust certain variables to arrive at a deal quicker vs. having the rep always bother a manager to get this data. Give your reps more tools, and they will sell more cars!
2) After agreeing to a deal and heading over to the finance person to write up the paperwork I was surprised that they asked me to sign a legal contract that was not what we agreed to. They told me what I signed was separate than what they submitted to head office for approval (I.e. The difference was with the interest rate). I did not feel comfortable signing something I did not agree to based on their «word» that I could cancel at any time, and that this is how they always do things. I even asked to write a disclaimer into the contract to void it the lower rate was not approved, but they would not allow this. Something similar happened on 3 separate occasions at different dealerships, so it is not an isolated case. Luckily, each time I ended up getting the deal we verbally agreed to vs. what I had signed, but had this gone the opposite way it would have been very very ugly! Note to head office — fix this issue quickly.
Overall, I enjoyed my experience at DVNL and will be referring others and coming back here to buy my future cars.

I purchased a used car from Don Valley North Lexus and they charged me additional $ 800 to do safety on the car.
The sales man at the dealership told me that they were going to fix the brakes if I paid the additional $ 800 for safety which I did before this incident.
They also took over a week to hand over my keys. Which I had to visit them regularly, since they keep saying. «Come tomorrow»
After a month the brakes suddenly stopped working completely while i was driving from work on the highway. I took it to a mechanic and there was no brake pads left in the car and I only drove 4500 KM since I purchased it. I had to change my all brake pads, all rotors and all four calipers, which I had to pay over $ 1000 with tax included.
They completely stopped returning my phone calls and not answering any of my calls.
When I went to the dealership they ignored me for over an hour I was left hanging in the lobby.
He said «Its an safety issue, and he’ll take care of it». And kept quiet about it never answered my calls again.
This happened a year ago.
But I constantly hear similar stories from people when this convo comes up.
Please research your dealer before you make any purchase. Sales people will tell you anything to sell you garbage. They only care about their commissions.
They have zero respect for the customers. Will make you wait and ignore your phone calls to make you go away.

They simply will not call you back when they say they will. This has got to be the worse service I have ever experienced. The service is like slow torture,. 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.