Northwest Lexus

Dear DealerRater, I am writing this complaint to express my extreme disappointment and frustration with the recent purchase of an RC300 car from Northwest Lexus. Despite my initial excitement, I reg express my extreme disappointment and frustration with the recent purchase of an RC300 car from Northwest Lexus. Despite my initial excitement, I regret to inform you that my experience with this dealership has been nothing short of unacceptable. During the negotiation process, your sales representatives offered me a set of winter tires as an incentive for purchasing the RC300. However, I declined this offer and specifically asked if I could bring my own winter tires instead. Your staff agreed to this arrangement and even extended an additional offer of one season free, acknowledging my loyalty as a customer. To my dismay, when I arrived to collect my rims for the summer season, I was given a different set of rims than the ones I had seen at the time of purchase. I was informed that the rims I initially saw belonged to the previous owner. I am utterly perplexed as to why this vital information was withheld from me during the day of purchase. Subsequently, I have visited Northwest Lexus dealership on numerous occasions within the past two months, hoping to resolve this matter. Regrettably, their manager, Stefano Giannace, has been uncooperative and unhelpful in addressing my concerns. Despite my requests to escalate the issue to the general manager, it seems that both Stefano Giannace and the general manager have displayed a lack of concern for providing adequate customer service. As a customer, I am deeply upset by the lack of transparency and the dismissive attitude demonstrated by this dealership. This incident has tarnished my perception of the professionalism and integrity I expect from a renowned establishment such as Northwest Lexus. I insist on a swift resolution to this matter. I demand that you rectify the situation by providing me with the correct set of rims that were promised to me during the purchase of the RC300. Additionally, I expect a written apology from your dealership for the inconvenience and frustration caused by this ordeal. Please consider this letter as my formal complaint, and I anticipate a prompt response outlining the steps you will take to rectify this situation. Failure to address this matter adequately will leave me with no choice but to explore further actions, which may include lodging a complaint with relevant consumer protection authorities and sharing my disappointing experience with potential customers through various online platforms and social media channels. I trust that Northwest Lexus values its customers and upholds a commitment to exceptional customer service. I sincerely hope that you will address this issue promptly and restore my faith in your dealership. Thank you for your attention to this matter. Sincerely, Saji More

I was passed onto another sales person, Mukesh Das when the frist person I was paired up with was slated to go on holidays. I am from out of town about 2 hours away so it involved some back and forth to ar the frist person I was paired up with was slated to go on holidays. I am from out of town about 2 hours away so it involved some back and forth to arrange a viewing. Mukesh explained everything related to the buying process throughly. He arranged for the summer tires to be remounted on the rims for me but unfortunately 3 of the rims were damaged by the service department. It wasn't his fault and they never should have left the service bay in that condition. I got quotes and have resolved the issue to my satisfaction now after some negotiating. A little more time could be spent explaining some of the newer features on the car but youtube has been a great help for that. I currenlty have the Lexus Dealership in London doing some warranty work on the fuel door alignment and the indash CD player that doesn't work and needs to be replaced. I also took apart all the brakes and serviced them the week after I got the car home and most of the slider pins were very stiff or siezed and not sliding. None of them were rusty, however since the brakes aren't engaged a lot on a hybrid they don't move as often and can get gummed up causing the brakes to drag which reduces efficiency. With these issues I have had to deal with in the first few weeks I am suspicious of the extensive service or 130 point inspection the car was supposed to have gone through. With only 29 000 kms on it I wouldn't have thought to look at these things either, but because I am so particular I wanted to check everything out myself. I always service all my own cars because I am more through than the dealerships and this proves my point. From my experience so far the sales team was excellent but you can see why I am not as impressed with the service side. More

Excellent Customer Service. She was helpful and friendly, questions were answered and explained well and in a professional manner. Satisfied customer indeed! She was helpful and friendly, questions were answered and explained well and in a professional manner. Satisfied customer indeed! More

Where do I start of poor service, anyway to be minus 5 star rating 1. About one year ago Northwest Lexus sold me an SUV and about 45 minutes later called me, the SUV I had purchased was sold to another star rating 1. About one year ago Northwest Lexus sold me an SUV and about 45 minutes later called me, the SUV I had purchased was sold to another customer 2. After much back and forth they sold me different SUV which I purchased ceramic coating as paint protection, when I picked up the SUV I informed the sales associate it did not look like it was ceramic coating & was assured it was, took the SUV to a professional detailer who confirmed it was not ceramic coated, contacted Northwest Lexus to inform them of the finding, and about a day or two later admitted the detailer had not ceramic coated the SUV. They offered for me to bring back the SUV to be ceramic coated and they did. When I picked up the SUV the dealership made it clear do not wash or dry the SUV with clothes as it cold scratch as it is a black vehicle, and it is full understood. 3. Took the SUV for the 24,000 service and Northwest Lexus washed the SUV and left surface scratches all over the SUV & a few deep scratches from what it looks like using dirty clothes with debris. Spook to the service advisor & then was told to speak with the service manager who indicated I should of indicated forNorthwest Lexus not to was the SUV, interesting statement from the Northwest Lexus manager when it was the same dealership who applied the ceramic coating on the SUV & made it clear for me not to use clothes. After I indicated to the service manager I also never asked for the SUV to be washed, they offered to fix the issue. I indicated 3 issues in a row with Northwest Lexus & I never want your dealership to touch my vehicle. Just like baseball 3 strikes and your out If you ever purchase a vehicle from Northwest Lexus and decide to get ceramic coating make sure they are actually doing it, and if you decide to take your vehicle to Northwest lexus for service take pictures of your vehicle before they take it in. More

Excellent Customer Service with Alawi Al-Baalawy. Great work ethics, supported me in my purchase of NX 300. Pleasant staff all around. :Will recommend them for friends. Will go there again and ag Great work ethics, supported me in my purchase of NX 300. Pleasant staff all around. :Will recommend them for friends. Will go there again and again for future purchase and services. Communication with them via phone and email were astounding. Keep the great customer service going. More

Excellent, Super service at Northwest Lexus! We approached Mukesh Das from the showroom for purchase of a pre-owned vehicle. He was just amazing throughout the entire process and helped us and We approached Mukesh Das from the showroom for purchase of a pre-owned vehicle. He was just amazing throughout the entire process and helped us and kept us posted on each and every update that he had. Furthermore, He has helped me with all possible ways to get perfect first car in Canada. Mukesh is very humble, supportive and going extra mile to help us. Overall, we had a very good experience dealing with him and would recommend him for sure for smooth processing of your car purchase process! More

Contacted them regarding trading on a 2022 RX 350. They said they would call me to 'start the appraisal process' on my 2015 RX 350. Never called so I sent three follow up emails and still no response. They said they would call me to 'start the appraisal process' on my 2015 RX 350. Never called so I sent three follow up emails and still no response. Terrible customer service. More

I drove to Northwest Lexus to purchase a vehicle advertised on Autotrader. It turns out that the ad was false. Now I know not to read their ads. advertised on Autotrader. It turns out that the ad was false. Now I know not to read their ads. More

Ask for KOSTA DIMROCI, he is the best! He is amazing and makes the process really smooth. He goes above and beyond for his customers and tries to help as much as possible. Great service an He is amazing and makes the process really smooth. He goes above and beyond for his customers and tries to help as much as possible. Great service and they know they’re stuff. I had a wonderful experience purchasing my second new vehicle at this dealership. The process was stress free and pleasant. Kosta was very thorough and knowledgeable. He was able to find me a vehicle that suited my needs. I recommended anyone to go see Kosta. Daniel Manibert was also great in his explanation of all the functions of the car, before I took it home. I highly recommend this dealership to all my friends and family! More

Damaged my car window tint during detailing then tried to up charge for the work and refused to provide a survey when they found out I was dissatisfied. They only give out surveys to customers who give 5 to up charge for the work and refused to provide a survey when they found out I was dissatisfied. They only give out surveys to customers who give 5 stars (via text…”if you give 5 stars for your service reply with YES, if you were not 100% satisfied reply NO…when you reply no you don’t get a survey and no one calls you.) Won’t be going back. More