| rev:text
| - 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.
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