For over 17 years my family has gone to Don Valley North Lexus for both purchasing and servicing of our cars. It was never the closest dealer or service center, but they were always amazing to deal with and even though it was sometimes an inconvenience to get there we always had our cars serviced there...until recently.
For several months my mom had been considering the purchase of a new car and finally decided on the particulars. Like our previous car purchases, we ordered a CarCost quote. We had planned to go together so that I could participate in the purchase. She is now 75 and people sometimes take advantage of the elderly. This is what I feel happened at Don Valley North. I was away on vacation and my mom received a "VIP" invitation to a promotional Lexus event. She attended the event and informed the salesman that she would be interested in purchasing a vehicle that day if they would give her the dealers invoice + 2% (CarCost price). Purchasing that the day would also allow her to take advantage of the promotional incentives that were being offered by Lexus. A couple hours after signing, I received an email from my mom and immediately called her for the details. She told me that not only in addition to getting around the dealer's invoice price, that she also received additional Lexus rebates. I was shocked when I heard how much she paid..... she didn't get this! She got $250 off MSRP + the Lexus rebates! Are you serious??!!
I immediately called the dealership and left a message with the General manger (Charles Grant - whom I have still not heard back from) and the sales manager (Chris Findlay). I was contacted by Chris and informed him of the details and that I was hoping to right the situation as my mom did not get what she was promised. I know there's no cooling off period that applies when purchasing cars, but I was hopeful that they would at least try and correct (or at least better) the situation. I was wrong. He was demeaning, condescending and just plain rude. He informed me that he had a binding contract and that there was no way he was re-negotiating regardless of what was promised to my mom. He would not do anything to better the situation, because she got a great deal. I told him that this was a horrible and despicable way to treat someone (let alone a long time customer) and that although we might be stuck with the contract, that it would end our dealings with their dealership. He just laughed and said "doesn't affect me, I'm in sales and we have a signed contract. It was a pleasure dealing with you." Click, he hangs up.
I was livid. After this conversation I contacted both Lexus Canada and the OMVIC (Ontario Motor Vehicle Industry Council). Both were sympathetic to our situation but informed me that there was little that we or they could do. The only way out of the contract would be if the dealer was unable to produce the exact vehicle that we ordered (model, color, features etc.) or if they could not produce the vehicle with a reasonable timeframe from the date we signed the contract. We did have a glimmer of hope as Lexus Canada informed us that according to their system, there were no vehicles matching our order in Canada and none were coming as the 2014's were now being shipped.
Several days passed. We finally received a phone call from the sales guy (Moses) who had previously made himself unavailable to us even after numerous calls. After apologizing to my mom and promising to do everything he can to make this right, the salesman in him came out. He wanted to meet with my mom and show her that the color she ordered was really difficult to keep clean and that a different color would be easier to maintain. Sounds suspicious?!? You bet! Funny huh?? How they're trying to push a different color on us - probably after learning they couldn't produce our car.
Later on, they did try and convince that there was a car matching our order in BC and that they would absorb the shipping cost for it, or they could lower the purchase price by this amount if we accepted a different color. We knew from Lexus Canada that there was no car in this color available. We informed the dealership that we would only accept the car we ordered. About a week later we called again to get a delivery date in writing. It was at this time, we were informed that they had just learned that we were unhappy with the deal and that they would be willing to cancel the transaction. We accepted knowing full well, that they were not cancelling the deal because we were unhappy, but because they couldn't get the car we ordered. Fortunately for us, do their own lack of due diligence were we able to get out of the contract. A contract, I feel my mom was duped into.
I think what they did was extremely underhanded and just plain wrong. It only makes it worse that it went all the way up to the New Vehicle Sales Manager (Chris Findlay) and possibly supported by the General manager (Charles Grant). You would think they would treat a long time loyal customer a little (or a lot) better! Needless to say, we will no longer be recommending this dealership, nor will we be having our cars purchased or serviced there. Ditto for their sister Toyota dealership.
Just a warning to all. Again, sorry for the long read but I really felt that I needed to share.
I Recommend This Dealer:
Chris Findlay and salesman Moses
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