Reviews

Review Details

• Review fromMark R

  Date: 14/01/2023

  1 star

  Mark R

  Date: 14/01/2023

  Maintenance neglect. They do not perform all necessary tasks and seem to cut corners. I own a 2021 4Runner and I endeavour to take the best care of this car. I am always on time for every service and I instruct the dealer to perform all tasks required at the determined 8000 km interval. I recently took my 4Runner to another dealer and found out that ToyotaTown had never lubricated my driveshaft for its entire life. This was based on the official Toyota Maintenance record. I called ToyotaTown and they admitted that they never performed these tasks. The maintenance schedule requires this to be done every 16'000km. I am extremely disappointed that my vehicle has never had this done. When I talked to the manager he asked me "oh, is your vehicle one that requires the driveshaft to be lubricated?". How do you not know your own cars? Yes, I understand that Toyota has a lot of models but this lack of knowledge is very concerning. You are the place that is supposed to know this. Would recommend customers to exercise caution. I gave this dealer carte blanche to take care of every maintenance task and was willing to pay and they still skipped things. Very disappointed. Reported to higher ups in Toyota.

  Lexus Of London

  Date: 18/01/2023

   We reached out to the guest to address his concern. He is disappointed that we didn’t recommend the propeller shaft service. I have offered to give him  two complimentary prop shaft services and a one year 20km warranty extension on the shaft. I also called the servicing dealer that told him we missed it and had them confirm with the tech that the joint still was full of grease. We have reviewed this with our staff.

  **** *******

  Service Director

• Review fromLinsay A

  Date: 28/07/2022

  1 star

  Linsay A

  Date: 28/07/2022

  SO DISAPPOINTED IN THIS DEALERSHIP. BEWARE. I have owned Toyota/Lexus vehicles for the last 30 years. I have always found the vehicles reliable and I trusted that the dealerships were honest in their workings. This particular dealership is not. My husband took the Lexus in for service about a month ago. Everything was noted as ok with the car. Two weeks later we took the car back in because the tire light came on. They said that the sensor on one of the tire valves was missing.That’s all well and good, except they now said my front AND back brakes needed replaced and the calipers had seized. They said it would cost 3k. My husband asked why the brakes were noted as being ok two weeks ago and now all of the brakes and calipers need done? What’s going on? The service technician danced around the answer and said that maybe they didn’t thoroughly check the brakes last time. So, that leaves me with two options… either you aren’t properly checking vehicles when they are in for service OR I am being lied to. I then booked an appointment for a private mechanic to look over the vehicle. He noted that the front brakes were perfect and DID NOT need to be done. The back brakes are about half way to needing to be replaced. He said come back in a few months for those. It wasn’t necessary to do now. He also stood there spinning my tires with one finger to show that nothing has seized up. THIS DEALERSHIP LIED TO ME… for a major service that could have cost me thousands when it was not necessary. I will never return to this dealership because my trust is now broken. I want others to be aware of this and to tread with caution. When they tell you major work needs to be done on your car for a large sum of money, perhaps get a second opinion. Also please note, this experience is specific to this dealership. I have not had issues like this in the past at other Toyota dealerships.

  Lexus Of London

  Date: 16/08/2022

  Mrs. *****,
  
  Sorry to hear about your experience with your recent visit. I can see that we had not looked at the brakes two weeks earlier and had only completed an oil change service and the tire work. The brakes were inspected six months prior and noted material thickness was similar to what we saw on the last visit. What had changed from six months prior was a vibration you noted when braking on highway speeds. Our notes regarding brake pads thickness do coincide with the other shop you brought the vehicle to for an inspection. From your description from the other shop, I do not believe they inspected the rear brake pads properly. The rear brake pads being seized in the holders will not stop the wheel from spinning freely but can cause brake rotor overheating, brake vibration, uneven brake wear and poor brake performance. I believe we may not have provided more clear information to you regarding the issue and apologize. I think it would be best for us to meet with the vehicle and would be our pleasure to inspect complimentary, with you present, and review the concerns with the brakes for you to make a decision that best suits your needs.
  Please reach out to me directly - **** *******, Service Director.
  
  John ******* 
  Service Director
  Lexus of London
  T. 519-286-0319