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Lexus review: Rip-off

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2:44 pm EST
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I originally gave Richmond Hill Lexus a 5 star review when I purchased my RX 350 in 2022. Unfortunately, I am now changing that to a 1 star rating due to my recent experience with their service department during the lease buyout process.
As part of the buyout, I was told the safety inspection had to be completed at Richmond Hill Lexus. However, Ontario regulations state that any DriveON licensed inspection station (including independent mechanics) can issue a Safety Standards Certificate — there is no requirement to use the dealership. Despite this, I complied and booked an inspection on November 19.
After the inspection, service advisor Brandon Wong claimed the front and rear brake pads and rotors needed replacement (approx. $2,200 + tax) and that the front window tints exceeded the legal limit. My mechanic later confirmed the brakes were good for at least 20,000 km, but since the safety had already failed, I replaced them. The tint installer confirmed the tint was 30% and legal, but I removed it anyway to comply.
I returned for a second inspection on November 26, expecting the buyout to be finalized. Instead, service advisor Calvin Choi informed me that the front and rear caliper piston boots now required replacement at an additional $1,600. This was never mentioned during the first inspection, and it is hard to believe such failures occurred within a week and only 500 km of driving.
I escalated the issue to Lexus Canada, who redirected me back to the dealership. The service manager, Patricia Graham, responded with a generic explanation about inspections being based on the vehicle’s “current condition.” When I challenged the inconsistency, she never replied.
This raises serious concerns about transparency and fairness. I cannot help but feel penalized for not performing the repairs at their shop. Other dealerships, such as Ajax Lexus, allow customers to provide a safety certificate from any licensed inspection center — Richmond Hill Lexus does not.
On top of the questionable inspection process, I had to drive 90 minutes each way twice, taking time off work, and spent $500 in inspection fees, plus the stress and inconvenience. In the end, the finance team agreed to accept a safety certificate from an external center, proving the dealership’s duplicity in handling the buyout.
This experience has been costly, frustrating, and deeply disappointing. For anyone planning a lease buyout, I recommend staying far away from Richmond Hill Lexus, part of the WEINs group.

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