Tony Graham Lexus
299 W Hunt Club Rd , Ottawa, ON, K2E 1A6
Member since December 20, 2013
299 W Hunt Club Rd Ottawa ON K2E 1A6Overall Score
Tony Graham Lexus684 Reviews
53Review Ratings Breakdown
Consumer Reviews
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April 20, 2016
Brilliant service!
Written By: Steve O
April 13, 2016
Written By: Peter
April 13, 2016
Written By: Peter
Hong Fu
January 16, 2016
It was pleasure to have Hong Fu as our sales associate. She is professional, genuine and helped us to choose the car that fitted out needs and budget. She is driven to deliver great customer service that will lead repeat customers. I will contently be happy to come back to Tony Graham Toyota and provide referrals. Thank you Hong, you are the best.
Written By: Amina
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Over Promise - Under Deliver
December 11, 2015
In late October I signed an agreement to purchase a Lexus CT200H. Upon signing I was informed that I should receive the vehicle before the end of November. Fast forward to mid-December and I reached out to Lexus to understand status of the delivery date only to be informed that it remains in production and could take 6-8 weeks before delivery. I was given the option to purchase a "test" car in stock (250 km), same colour with additional features, at a discounted rate, but much higher than the base car I requested. The other option I was provided is to shoulder half of the shipping cost of a matching vehicle located in Vancouver. I find it difficult to understand, in this day of predictive inventory management systems that the 2-3 month delivery timeframe wasn't known upfront and communicated to me. Lexus prides itself on customer satisfaction and my experience to date has been one of frustration. All requests for updates on delivery status have been made by me. If there is going to be a delay I would expect Lexus to proactively contact me to inform me of the situation. I also don't believe that I should shoulder half of the cost of shipping the matching vehicle located in Vancouver when the committed delivery date has not been met. I plan to talk directly to the manager to see if there's a fair and reasonable resolution to this issue. I will provide a follow-up to this review when there's an outcome, and hopefully, a resolution to this. This is a case of over-promising and under-delivering, not a good start to my experience with Lexus.
Written By: Barry
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October 17, 2015
Can't say anything but good things about my 2012 Lexus RX350. I have 65000km of carefree driving with nothing but regular oil changes. The last regular maintenance was a wonderful experience with no delays and no surprises. All I needed was a brake inspection and Lube and still had 50% pad wear left. I will be keeping this beauty untill the new bigger 2016 RX350 comes out next year.
Written By: Dan F
October 17, 2015
Can't say anything but good things about my 2012 Lexus RX350. I have 65000km of carefree driving with nothing but regular oil changes. The last regular maintenance was a wonderful experience with no delays and no surprises. All I needed was a brake inspection and Lube and still had 50% pad wear left. I will be keeping this beauty untill the new bigger 2016 RX350 comes out next year.
Written By: Dan F
Monique and Pierre
October 03, 2015
Lately we bought a pre-owned ES 350 at Tony Graham. My wife and I being very close to eighty, David Tran made the experience smooth and positive. It was a pleasure to deal with the thoughtful David and the service provided by him and Tony Graham made this a worry free experience. P. S. The car is a pleasure to drive
Written By: Pierre
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No longer a satisfied customer!
September 10, 2015
I've purchased numerous vehicles from Tony Graham Lexus and considered myself a loyal customer who religiously followed the servicing schedule set out by Tony Graham Lexus. Recently I experienced an issue when servicing my Lexus RX350 at Tony Graham Lexus. During a scheduled 120,000 Km service Tony Graham Lexus replaced a front wheel bearing which had earlier been replaced (5,300 kms) by a competitor. The repair was mistakenly authorized however I strongly feel it was an unjustified repair...I explained situation to Tony Graham Lexus Service, the Service Manager and our Sales Executive without satisfaction. Our last recourse was to email mgraham@tonygraham.com however no response. There was zero acknowledgement of ownership for the situation from any of the Tony Graham Lexus team. I was not looking for a 100% refund but did expect Tony Graham Lexus would ensure I remained a satisfied customer. In the end customer satisfaction didn't mean all that much to Tony Graham Lexus.
Written By: S
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No longer a satisfied customer...
August 28, 2015
I've purchased numerous vehicles from Tony Graham Lexus and considered myself a loyal customer who religiously followed the servicing schedule set out by Tony Graham Lexus. Recently I experienced an issue when servicing my Lexus RX350 at Tony Graham Lexus. During a scheduled 120,000 Km service Tony Graham Lexus replaced a front wheel bearing which had earlier been replaced (5,300 kms) by a competitor. The repair was mistakenly authorized however I strongly feel it was an unjustified repair...I explained situation to Tony Graham Lexus Service, the Service Manager and our Sales Executive without satisfaction. Our last recourse was to email mgraham@tonygraham.com however no response. There was zero acknowledgement of ownership for the situation from any of the Tony Graham Lexus team. I was not looking for a 100% refund but did expect Tony Graham Lexus would ensure I remained a satisfied customer. In the end customer satisfaction didn't mean all that much to Tony Graham Lexus.
Written By: S
Hello, It is an unfortunate situation when repairs are incorrectly performed at our competitors, and then repaired correctly with us. I do remember this situation and we spoke on numerous occasions about it. The wheel bearing was noisy and had play when your RX350 was in for service. The wheel bearing was brought to your attention because we don't want any of our guests to be driving an unsafe vehicle. The repair was authorized and then performed. After the vehicle was ready was when it was brought to our attention that the wheel bearing was previously replaced at one of our competitors. At that point in time you requested some money back. It was then suggested that you go back to the competitor who did the previous repair, which had failed after 5,300km. You advised Tony Graham Lexus that you couldn't go back to the competitor who did the previous repair. I understand that it's tough to pay for a faulty repair, and then have to go to another shop to pay for a proper repair. It is my hope that we continue to see you so that we can keep your vehicle in good repair, continue to provide excellent service that you have become accustomed too and give you the peace of mind with a 2 year, 40,000km warranty on the repairs that we perform. Chris Carey Service Manager Tony Graham Lexus 613.225.2223 Ext. 671 ccarey@tonygraham.com
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