My experience with Tony Graham Lexus has shown me that their approach to resolving problems is not to fix them -- but to make the customer go away. My 2024 Lexus GX 550 had multiple defects that were acknowledged under Lexus technical bulletins. The dealership's repair attempts caused additional damage to my vehicle, including visible hood dents and braking issues that worsened after service. Despite months of cooperation, documentation, and repeated visits, the problems were never properly resolved. When I had no option left, I exercised my rights and went through CAMVAP, a consumer protection process that primarily addresses the manufacturer, not the dealership. Instead of continuing to work toward a resolution, Tony Graham Lexus chose to cut ties with me as a customer, asked me to retrieve my winter tires, and made it clear they no longer wanted to deal with me -- as if pursuing a lawful consumer remedy was somehow improper. This was one of the poorest examples of management leadership and customer service I have ever experienced. There was no accountability, no collaboration, and no willingness to see a complex issue through. Once the situation required attention to detail and persistence, I was effectively shown the door. Whether it's Lexus Canada or the dealership, both are ultimately responsible for the damage done to my vehicle and the experience that followed. I would strongly caution anyone considering purchasing a vehicle here: if everything goes smoothly, you may be fine -- but the moment something requires real problem-solving, don't expect support. read more

During this unusual time, I had to make a purchase on a second-hand trade-in by email and phone only (because they're in Nepean and I'm in Toronto). Thanh was rather accommodating and helped me through the insepction and purchase process of my new (well, new to me) car, making sure it was thoroughly maintained and taken care of by a local specialist, and was there to hand me the keys and make sure I was satisfied when I finally came to pick it up. A very clean, respectful (yet not pretentious) process. Thank you, Thanh. I am enjoying my car greatly. The drive home to Toronto was fantastic. read more