OpenRoad Lexus Richmond

PURCHASER BEWARE: I purchased an NX350 from OpenRoad Lexus and was assured the vehicle had no outstanding cosmetic or mechanical issues. That turned out to be untrue. After taking delivery, I discovered Lexus and was assured the vehicle had no outstanding cosmetic or mechanical issues. That turned out to be untrue. After taking delivery, I discovered multiple problems that required repair. The dealership eventually addressed most of them — except for one major issue that remains unresolved. The moonroof has a broken seal, and water is leaking into the interior of the vehicle. This defect was present at the time of purchase, and despite repeated attempts to have it corrected, OpenRoad Lexus has refused to repair it. A luxury dealership should stand behind the vehicles they sell, especially when issues are identified immediately after purchase. Instead, I’ve dealt with delays, unanswered emails, and a refusal to fix a problem that clearly existed before I bought the vehicle. If you plan to purchase a vehicle from OpenRoad Lexus, inspect it in extreme detail before signing anything. Take photos, document everything, and make sure all issues are repaired before you take delivery. Do not rely on verbal assurances. I expected far better from OpenRoad Lexus, and I am an extremely unsatisfied customer. More

Took our Lexus in for routine maintenance check. They found a nail in a tire and repaired the leak but now we have to keep putting air in the tire so clearly they didn't fix the leak. They said we n They found a nail in a tire and repaired the leak but now we have to keep putting air in the tire so clearly they didn't fix the leak. They said we needed to replace the engine air filter but we declined as we had just replaced it. Seems they didn't even check it before saying we needed to replace it. They were to clean the inside of the car but didn't even open the truck as it wasn't cleaned. They washed the car but we had to rewash it as the drivers door was completely missed. We've reached out to them 3 times for comment on the engine air filter and haven't heard back. Very, very poor customer service. Would not recommend. More

Jamie showed up late to our appointment and just rushed through the paperwork, barely explaining anything. The only thing she spent any time and effort on was to up-sell her add on insurance packages to co through the paperwork, barely explaining anything. The only thing she spent any time and effort on was to up-sell her add on insurance packages to cover the car. She quickly then shuffled my parents over to insurance to finish up. While we were waiting we saw her walking around chatting and eating with her co-workers. Gotta love how much these people get paid to put in maybe 20 minutes of work and then go off to mingle amongst themselves. Disappointing and unprofessional, might as well be replaced with a self service kiosk. More

Title: Disappointing Follow-Up and Lack of Communication Regarding Digital Key and Battery Concerns I am a customer of OpenRoad Lexus Richmond and own a 2023 Lexus RX350h. I am updating my experience Regarding Digital Key and Battery Concerns I am a customer of OpenRoad Lexus Richmond and own a 2023 Lexus RX350h. I am updating my experience after spending considerable time trying to resolve a Digital Key issue and seeking clarification regarding my vehicle's service history. Following battery-related service work, my Digital Key stopped functioning properly and could not be paired. Over an extended period, I made approximately three separate service appointments specifically to address this issue. Unfortunately, several of those appointments did not result in the intended diagnosis or repair due to internal dealership issues, and the problem remained unresolved. During my most recent visit, Jeffery was professional, patient, and very helpful in explaining the situation in Cantonese. I appreciate his assistance and would like to recognize his efforts. I was eventually informed that the Digital Key issue only required a system reset. Once the reset was completed, the Digital Key was able to pair again. However, by that time my complimentary Connected Services subscription had already expired, meaning the Digital Key and related connected features were no longer available without a paid subscription. My concern is not that the subscription expired. I understand these services require payment after the complimentary period. My concern is that I was unable to properly use the service during part of the complimentary period because the issue remained unresolved despite multiple service visits. While reviewing my records, I also discovered that my vehicle experienced multiple battery no-start incidents over approximately 14 months. I reviewed all service invoices in my possession and was unable to locate any documentation confirming when a battery replacement was performed, despite being advised that a replacement had taken place. I contacted Lexus Canada, who advised that dealership service records must be addressed directly with dealership management. I subsequently contacted dealership management seeking clarification regarding the battery replacement history, repair records, and service timeline. Unfortunately, as of the date of this review, I have not received a response addressing these questions. What disappoints me most is not the technical issue itself. Problems can occur with any vehicle. What is disappointing is the lack of communication, lack of follow-up, and the absence of clear answers regarding my vehicle's service history. I hope OpenRoad Lexus Richmond will review this matter and improve communication with customers when concerns remain unresolved for an extended period. More

Worst customer service at the service desk, never seen anything like that took our vehicle for service, so unprofessional. anything like that took our vehicle for service, so unprofessional. More

I recently purchased my vehicle from OpenRoad Lexus Richmond and had an outstanding experience with Daniel Jung. From start to finish, Daniel was incredibly professional, patient, and truly customer-or Richmond and had an outstanding experience with Daniel Jung. From start to finish, Daniel was incredibly professional, patient, and truly customer-oriented. He took time to answer all my questions and made sure I fully understood every step of the process. His genuine care and attention made my Lexus purchase smooth and enjoyable. I highly recommend him and this dealership to anyone shopping for a Lexus. Thank you, Daniel, for your excellent service! ⭐⭐⭐⭐⭐ More

This was a terrible experience, mainly due to the Finance Manager, Jamie Hsiung. Multiple interactions over the phone and in person felt rushed and dismissive. She constantly appeared frantic, made typos on Manager, Jamie Hsiung. Multiple interactions over the phone and in person felt rushed and dismissive. She constantly appeared frantic, made typos on the contract, and did not take the time to ensure accuracy or explain details properly. To make matters worse, she claimed she had another client waiting, only to leave and go to lunch (we saw her walking around eating right after). The entire process felt careless, unprofessional, and stressful. I would not recommend dealing with the finance department here. If they weren't the only dealership with the vehicle in stock, we would have gone elsewhere. More

I am Very thrilled with My Lexus NX H highbred 2026 Our sales person Daniel Joung is outstanding with vehicle knowledge, customer oriented, so polite & very patient with us during the whole process. His pr sales person Daniel Joung is outstanding with vehicle knowledge, customer oriented, so polite & very patient with us during the whole process. His presence were available all time ! Also Benny Lee took time to give details our new very first Lexus . Over all the staff were on top of it . Will certainly recommend the Richmond location to all our friends & family in the future. Daniel & Benny keep up the great job at the Richmond location . Thank you so much for all staff who were involved in our great experiences. More

Wrost experience, I got appraisal from somewhere for my car they said we will beat this while on calling after 3 times discussion on call said we will give you 1000 $ more and send me your credit card numb car they said we will beat this while on calling after 3 times discussion on call said we will give you 1000 $ more and send me your credit card numbers but I was not comfortable I said I will come and we will do deal in dealership but when I went they said we can only give that much amount which was 4000 less than my appraisal so they lie to me from the starting this happened second time More

Worse service from the lease sales Manager, have appointment to discuss my lease options and she handed out the paperwork and walk me out of her office with out asking me if I would like to see anyt appointment to discuss my lease options and she handed out the paperwork and walk me out of her office with out asking me if I would like to see anything else. More