Terrible, terrible, terrible. Even 1 star is a generous rating for this place. Called service multiple times, left a message along with my phone number (as prompted by their greeting) and NOT ONCE did I get a call back. Calling the department service is a scull numbing adventure in itself because when you buy a "luxury" vehicle at OpenRoad, the best they can do for you is make you talk to some stupid machine for the entire appointment booking process, therefore you have to do some serious finger gymnastics by calling other departments so that somebody transfers you to a human being. Only problem is that during the transfer process, you end up getting disconnected. WTF??? If this is a Lexus' idea of service then next time I'm buying a frickin Vinfast or a Fisker where surely my experience would be less frustrating. I'm taking my business to a more competent dealership and I'll make sure my friends do as well. Not first, but definitely last time I buy a vehicle from OpenRoad. Incompetent and indifferent to the customer. read more

We always have excellent service from David Lai. He is very efficient and friendly which is very important when we have concerns about our vehicles. read more

Fantastic service department ! Have been taking my wife's IS250 there for years. Always see David Lai. They are courteous, prompt, and transparent. Imagine booking a time and seeing your advisor at that time, genius right? Ive now started to take my Audi there for service. Thanks David! read more

BUYERS BEWARE!!! Dealership is shady and irresponsible. They sold me a barely used Lexus and didn't disclose $7000+ in damages (broken rear spoiler, severed radio wires, and window frame guards protruding from the window). The trunk even makes a grinding noise when closing, all due to these issues. The dealership knew about these things before selling and covered it up. Took the car to another Lexus dealership for inspection, and the mechanics confirmed the dealer was aware of the problems before selling the vehicle. Despite having a comprehensive warranty, the dealership is refusing to repair it. Avoid this place and take your business elsewhere!!! read more

OpenRoad Lexus Richmond - Protruding window frame guards on both sides - Car Dealers Near Me - Richmond, British Columbia

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Had a wonderful experience purchasing a used vehicle by Leighton Ng. He listened attentively, was courteous, and worked to make a sale within my budget. The car was detailed inside and out and upon transfer, she showed up with a little gift! He went above and beyond and I would highly recommend working with him. read more

Was in the dealership looking at a car for a good 10 minutes before I finally walked up to the 3 sales dudes who were at the front chatting. 2 of them clearly looked at me and decided to finish their conversation before one of them asked if I needed help. A few moments later, an associate came over. Not sure if he's new, but he seriously does not know much about the UX nor how to sell a car in general. Asked a few questions about the trim levels and he told me to check the website. Not impressed. read more

First both me and my partner are very happy with the cars the lease manager Stacy recommended, it was very suitable for us. Second, when I had a problem the concern was addressed right away by the manager of the branch. read more

I was very interested in a car they had. I asked to put a deposit down. They said no. I called back later and they said too late someone put a deposit down. Friendly enough. Piano and cello are a nice touch. Integrity matters most. read more

After having bought and sold quite a few cars over the last 30 or so years, I know what good service is and what is reasonable to expect from a car dealership. I have to say that OpenRoad Lexus is one very nice dealership! Tomas, my salesperson, was excellent to deal with as was Sara in financing. The dealership itself is nicely laid out with great services for customers. HOWEVER, I am deducting one star because of the condition I received my car in. I get that purchasing a $28k used Ford isn't as prestigious as a $80k Lexus, but at least do more than just run my new-to-me car through the car wash! I got home and spent ONE FULL HOUR and most of a bottle of Armour All cleaning out the inside of the car, and filled my portable vacuum twice with dried pieces of food (including a whole, dried out orange in the trunk), old toys pieces, four pens (!), 50 cents in change, dry pine needles and general garbage throughout the car. That doesn't even include the smudged windows or the dried food stuck to the cargo mat. Disgusting and unacceptable, really. Enjoy your sales and purchasing experience, but take a good look at the car before you drive away and hold them to doing a proper job of the detailing! read more

Excellent sales and service by Philip Ngai and Corinna Chan! They considered our needs carefully and gave good suggestions. Everything was clearly explained and to the point. Our purchase experience was smooth and fast. Service department was very efficient too. They have a nice hangout area while we wait for our car to be serviced. read more

Came here for coffee and cars event today. Although I didn't buy my Lexus at this dealership, the service has always been excellent. Everyone is super friendly and helpful. It's a gorgeous space. I don't feel pressure sales when I walk into this dealership. I will probably buy my next car from these guys. read more

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Just pickup the vehicle from service department, and I noticed the sunroof internal cover was left open. I inspect the section and found the side plastic fall off. I report back to the service guy and they simple just denied the repair and kept saying your job is under the car not sunroof. Even the service manager said same excuse and failed investigate the cause whom it might be. I said the lot boy who drove my parents car to car wash must touched it. They still denied you. I wonder what kind service was that ? Your staff fool around other peoples car and make the damage and you simple just reject from any cause non-related to your service job ? What a joke you are !!! While driving home, the car gps map was also being touched. And its confirm the lot boy wash your car vacuum your car touch every parts inside of your car and damage every parts inside the car without your notice and at end service department will said " Its not our problem !! " I suggest everyone don't even bother go this location for service, especially seniors !!!! You will be ripped off every single penny out from your pocket. Anyone whom wants to challenge going there, I suggest your take pictures on every part of your vehicle before you bring your car in for service. Anything damaged you will not be compensate from this dealer. read more

We leased a brand new ES 300H in September 2019. In December 2019, we noticed the leather on the back seat was loose and lumpy. We were told to bring the car into the dealership for them to look at. After an hour, I was told by the service advisor that the defect was called wear and tear and it wasn't under warranty. I was surprised and reminded him that I only had the car for 2.5 months. He insisted that it was caused by something heavy placed on the seat. I assured him that the only thing that has ever been on the seat was my 90 lb, 10 year old daughter. In the end, I was told there was nothing more they could do for me. Wear and tear was not covered under warranty. I feel I was scammed into buying a defective car. This was our 3rd brand new car from this dealership since 2016, therefore we picked up this car without seriously inspecting everything. We bought it in good faith. I will not give my business to this dealership again. I also do not recommend this dealership to anyone. We still love the brand Lexus though. Just don't buy 1 from Openroad Lexus Richmond. read more

Walked out after being offended for the third time. No customer parking on the lot. So you are parking a block away under trees there are dripping sticky sap. Trek to the dealership only to be confronted by a snooty receptionist asking what you are looking for? It is a car dealership right? Well, then I drove all across town looking for steak and lobster! Okay, I will play your silly games and tell her I'm looking for a new car (duh!) she then announces there are no salesman available please give me your name.....Where are we going with this foolishness? I know where I am going ...straight out the front door... Seriously? I am only trying to spend $100,000! read more

Adam Ma is a rockstar! My father and I went to visit the store late one night, near closing time. When we walked through the front door, dressed pretty shabbily, Adam was the first one to greet us, even before the receptionist looked up. At first, we said we just wanted to browse, but Adam asked us a few questions (not intrusively) that helped us get a better idea of what we were looking for. We did eventually get the car from OpenRoad Lexus, but we have a lasting positive impression of this car dealership from our interaction with Adam and Peter. 5 stars on service - it was only after talking with Peter that we discovered that Adam was the General Sales Manager, great example to your staff! read more

I guess it really depends how you look like to these sales associates. First visit, we were completely ignored. Another visit, ? Manager got a sales associate for us shortly after we arrived. The dealership itself is nicer than the North Shore or Port Moody dealerships in my opinion. The service was pretty good when we purchased a car. read more

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DH wanted to drop by and look around.. which i was not too keen on. He said you will like this place.. which I doubt I would.. but I stand corrected. They have a cafe inside on the ground floor which was pretty nice, but what kept me here is the lounge upstairs.. free Wifi, Nespresso coffee (thanks George Clooney) and Four Massage Chairs with the leg squeezer function. So I am left in the lounge while DH happily window shop. Kudos Open Road Lexus! read more

OMG BEST SERVICE! BEST DEALER! BEST STAFF EVER! I got this crazy V.I.P treatment by Melanie (Service Advisor) and one of the most honest person ever, I told her my concerns from fluid level or when to replace even brake problem, normally any service advisor wants to make a commissions she would've just tell me to replace it but she made me sure and informed me the year, kilometre and used on when I needed to replace my Differential Fluid, ATF Fluid and my transfer case since I purchased a used vehicle from them. Melanie was very thorough on my concerns and I now am satisfied and feel safe of my car. Now what can I say about Pierre, this guys help me on my old 06 is with the Takata air bag recall and explained to me the difference after fixing the recall and told me how now safe for me and my family using the vehicle since I've been worried about the air bag anyway long story short Pierre was awesome! Lol read more

I came in with a sensor light on my tire going off .. they fixed it within an hour and my extended warranty covered it !!. Nia had explained everything to me and they even washed and vacuumed my dirty car !!!! Now that's service for ya!!! Thank again nina read more

I had taken my Lexus truck to the Open Road Lexus in Richmond for Service on 23/09/2021. I was greeted by Nina Hou, one of the service advisors there. Nina listened carefully to what issues I was having with my Lexus truck and also advised me that her service technicians will look after everything and will have me back on the road ASAP, as I was in a rush. Nina was very knowledgeable and very friendly. Nina called me when my Lexus was ready and explained what repairs had been done and also she was nice enough to pull my truck out for me as I was unable to do so with so many other trucks/cars parked there. Job well done Nina! read more

Jamie at the Parts Service in Richmond Lexus Service department service is superb. He went way out of his way to ask the Lexus driver delivering car driver to help me drop a wheel lock for my Lexus. Moreover, Jamie let him carry all 12 different possible wheel lock to see which one would match mine. North shore Lexus sold me this car without a wheel lock, and because up until now the car did not need any tire change nor rotation, I didn't look for wheel lock until when I drove onto the curb and trashed my right tire yesterday early afternoon. Ironically North Shore Service which I called first gave me mediocre service and offer nothing which address my immediate need - I need car for my work. My family bought 2 car from Richmond Lexus and their service has always been A+ (Edward at the sales is the sales to go - nice, friendly and genuine). Jamie is the guy to help you with service. Thank you. Richmond Lexus, always wonderful experience for the past 16 years that my family have dealt with them. I highly recommend it. read more

I cannot stress how great the sales service is at Open Road Lexus. More specifically Danny Chow. He met all of our sales needs in the purchase of our new vehicle. The attention to detail towards the customer is second to none. I wouldn't go anywhere else. Great experience. Transparent transaction. Awesome service. Can't ask for much more. Will definitely be in contact again. read more

I love this place. How can anyone love a car dealership you ask? When they serve food, treat you like family and has a great coffee machine. The experience is bar none. No pressure sales , and a fantastic service team. I want to plug to my service advisor Pierre Wong. I've known this gentlemen for a few years now through our interactions with my vehicles. His dedication to customer satisfaction and professionalism has lead me to go see him every single time. Mr Wong is a fantastic asset to the open road family and should be recognized for his efforts. read more

Having an issue with my engine and called the dealership in Port moody and they said my car needs to be towed and they don't have a courtesy car and I also they are going to be closed for two days, then I called this guys and it was a lady that just helped over the phone and said what to do just over the phone and my car was just fine and no need to be towed, I wish I knew her name. Thank you for your great customer service and being that knowledgeable and patient. You guys are awesome. read more

I came in with my boyfriend without anything in mind. I originally found a preowned car that I test drove, and I instantly fell in love with. Without any questions Taylor offered us various options in order for to get the best price. Originally we looked at financing the pre owned vehicle, but the payments was out of our budget. Taylor suggested for us to lease a brand new 2019 version, and offered us an amazing price that was within reason! He was extremely helpful! He didn't pressure us in purchasing a more expensive or higher spec vehicle, which made me feel less anxious. He was understanding, and very kind! I would highly recommend finding Taylor if you are looking to get a Lexus! read more

Customer service used to be much better. Now have gone way downhill! Took them 2 weeks to fix a simple problem (my car was still under warranty) because pretty much every single manager with decision making authority went on vacation all at the same time. When I finally got my car back, it was so dirty and dusty from having to sit at the dealer for so long, they didn't even bother to clean it. They used to care about their customers, but I guess not anymore. read more

Absolutely Love coming here. Such excellent service since day 1. When I first bought my Lexus RC I was treated like a VIP! The whole car buying process was great. Every time I come in for a service or pick up new parts, I feel very confident that their experts give my car the best treatment possible. Our family has and will always buy our cars from OpenRoad Auto Group! read more

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We were looking for a new car and was interested in a Lexus hybrid. We arrived in the evening, and we were the only visitors there. We were completely ignored by the sales staff... but the receptionist was quite friendly and offered to get a sales person when we were ready. An Asian sales guy took a glance at me and completely ignored my wife and I. I guess we didn't look rich enough for him. We went over to a neighbouring dealership and bought our new vehicle there instead. read more

Our 7 year old 2008 RX400h SUV experienced a failure in the AC system rendering it completely discharged and broken. We had ORL perform a diagnosis on the issue at a cost of $150 resulting in identifying the issue as a leaking evaporator core. The quote was approximately $2450 parts and labor plus taxes. I talked to Nina H and asked if she could provide a discount and was able to take 10% off the previous quote. DAY -11: Asked Nina if she could perform the repair for $2k all inclusive. She agreed. I requested an email quote so that I could have it writing (wisdom/experience counts here folks). I reviewed it and it appeared correct, and then called back. Unfortunately Nina had already left for the day so I talked to a service coordinator and booked the repair in advance. Today was Friday and booked the service for the following week Tuesday to allow for ample time to order in the necessary parts. I also emailed Nina back advising her that I was confirming the service and that the appointment was booked. In my email, I requested a call back to have final confirmation that everything was in order. DAY -8: It's Monday, no call from Nina. DAY -7: I called ORL and spoke to Nina. I asked if everything was order and that I was expecting a call, and she told me that "oh, it looks like you've booked everything already". Well, yes, I did, but I specifically asked you to give me a call so that I know you have everything properly prepared for me when I drop off the car. DAY 0: We drop off the car bright and early @9:20am as scheduled for the service. It was an 8 hour labor repair so we were expecting it to be done by the end of the day. My wife gets a 2016 RX350 as a loaner and does the pre-inspection 360 specifically looking at the bodywork. We get a call late afternoon from the service adviser David L that there's been delays so they will need the car another day. It'll be ready for tomorrow. Slight frustration, but OK, we'll accept that. DAY 1: We get an update call from David in the afternoon that the car is not ready and ETA is indeterminate. In order to complete the repair they need some missing 'O rings' and that the warehouse is showing back ordered and no ETA. No date or promise can be given when the car can be finished and it's now literally in pieces and undrivable. I specifically gave a week and half advance schedule so that you could prepare for the repair and have everything that was needed. I ask for a discount in lieu of the situation but David informs me that they're losing money on the deal because Nina made a mistake in the quote. Ooops. DAY 2: We get the next update call from David in the afternoon that the car is magically ready. That's great! Some good news. Then David informs me that the bill will be $22xx. I ask what the extra $200+ is for and he tells me it's the taxes. I tell him that the agreed price was $2k with taxes and that I have an email from Nina. My wife even confirmed the agreement when dropping off the car. I offer to forward him the email but he says he already has a copy. David tells me he will look into it. DAY 3 AM: David phones me in the morning saying that he will "match" Nina's quote. Whilst I appreciate that we will complete the transaction as agreed, you have made me feel like you're doing me a favor by completing your end of the deal. DAY 3 PM: My wife drives the loaner back to Lexus and does the post-inspection 360. The inspector advises there's a chip on the rim. The pre-inspection never involved the rims so why is this post-inspection more thorough than the pre-inspection, now with a fine toothed comb. My wife pays for the repair with Pierre W and takes back the car. Pierre was the only pleasant adviser we have dealt with, thank you Pierre. We inform him that we're not paying for any damages at this time because the proof and justification is insufficient. Pierre tells my wife not to worry about it "yet" and would inform David. My wife leaves quite upset of being accused of the damages. On her drive home, she is feeling unsettled and gives Pierre a ring to take a picture of the damage just so there is a record of the damage in question. Pierre spends some time to look into it and informs her that the damage was from the previous driver. At the end of the day, the car appears to be fixed properly at the agreed on price, but the experience was completely unacceptable from every angle. We have not felt like a respected or valued customer at any point in the process, beginning to end. In a world where customer service is everything, I see this as a huge failure by ORL's service team. Where profit margins on the product itself is ever decreasing and slim, post-sales business is everything. I hope this review enlightens at least one person of the the attitude given to some customers @ ORL. We won't be returning to ORL or any related affiliation of OpenRoad, nor ever buying a Toyota/Lexus again. read more

I had called around to get quotes for an oil service this was one of the two. The other lexus dealership on Burrard was like 30$ more for the exact same thing and this location was closer. i brought my car in for an oil service on Saturday - then found out there was a major recall on a part in my engine I think the cap gear and a few other minor recalls. What I thought would be an hour appointment turned into a few days lol. I was helped by Wilson - super nice guy he explained everything to me and let me know it would take a few days give or take depending on whether or not they had the parts in. He gave me a choice for the type of courtesy car I wanted to drive, I got an opportunity to test out the ct200 hybrid which was pretty sweet. The best part is they don't actually make you top up gas at the end - that is service!! I also had the batteries in both of my RFD key fobs changed, plus I had to ask them to look at one of my tires because the pressure kept going down and they repaired the nail in it for 60$+taxes. Oil service fr synthetic was 150$+taxes and the key fobs were 22$. I am extremely pleased with the level of service and integrity from OpenRoad and Wilson and will be doing all of my service appts here! read more

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Amazing facility and wonderful staff. Staff Makes car buying experience hassle and stress free. Highly recommended ! Jeremy the General Manager is friendly and approachable. Great experience here and a must visit!! Thumbs up for OpenRoad! read more

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Thanks, Ken for all your help and great service! I really appreciated the time, care and effort you put into making my experience at open road Lexus a memorable one! I highly recommend your service see you next time read more

I bought my first car from here! A 2014 IS 350 F-Sport! The salesman made me feel comfortable and the staff there makes you feel genuinely appreciated! Service department treats my baby with so much care, clean wash and interior detail every time! Highly recommend this dealership for anyone looking into getting a Lexus, they've got a massive selection and an amazing staff! Thank you Openroad lexus ! read more

Purchased a used vehicle back in the summer of 2018. The advertised price on Autotrader.ca was significantly less than what was advertised on their company website. I noted the discrepancy and showed them a snapshot of the Autotrader.ca pricing. Apparently, an error on their part, as the advertised price was likely the trade in price, but they honored the pricing, accepted my lowered offer and requests to fix certain aspects of the car. All in all, was a very positive experience. read more

GREAT Customer Service as ALWAYS! Special thanks will go to Pierre Wong who is always of extremely assistance. I've been coming to OpenRoad Lexus for 2 years now and since that time he was my guy to call or come if i have any question with my Lexus. Pierre took his customer service skills and professionalism to such a level that I didn't even know exist. He is very honest, listens to customer's needs and comes up with solutions and tips to truly help and make the experience more enjoyable and easy. It feels like he is truly your friend and just happens to work there. Thank You OpenRoad Lexus. I will not buy another vehicle anywhere else in BC. read more

Leo at Richmond was the most respectful car salesman I've ever dealt with. And I don't think it's just him. After his sales manager looked over my trade-in, they offered me a fair price and didn't say anything negative about my trade-in. Most other dealerships try to say bad things about your trade-in so they can offer a really low trade-in value. Also their car's asking price was $1,000 lower than a similar one that was the same year, lower model, made a weird noise when starting, and had the check engine light on. So their prices are very reasonable.This was definitely the best experience I've had buying a used car. read more

Manager needs to learn how to talk nicely and answer the questions

The best service ever. I totally recommend them to anyone, great staff and a awesome lounge room.

This dealership is great. I also had Leo who showed me the CT200h and the IS250. He was extremely polite and pleasant, respected my options to choose a car that I liked and not to settle on a specific color or a higher model that would not be useful for me. Not once did he pressure me to make a decision or get a car that I may not like but was currently on the lot and available. He was very honest and told me pros and cons about my choices. I have been there twice and still has not made a decision, yet he continues to be super pleasant. He made the experience of looking for a car less nerve racking and very enjoyable. I would recommend coming here for your next Lexus. read more

We were in the market for a newer Lexus GX460 or Toyota 4Runner. This dealership had a 2015 4Runner advertised on CL so we made an appt with Ollie to go and see it. He was prompt to come out and take us out for a test drive. He had another client setup right after our test drive so he was quick to go to them, I totally understand. My wife and I discussed it and decided to try to make a deal. Ollie was busy so he passed us up to Helen. What turned us off was that she kept on putting down our current GX470 which we wanted to trade-in, saying things like "Oh my god, that's such high mileage", "we wouldn't sell that on our lot", " It's too old", etc. It's a 2008 with 166k's on it. Not that high at all considering the year. Any how, long story short they said to wait a day for them to get back to us with an offer for our trade-in, and that they would only go down by $300 on the 4Runner. $300 for a car listed above $40k. We got a call the following day offering us the minimum value on our car for $14500. Needless to say we did not go back to them and instead purchased a GX460 from Jim Pattison Lexus on the north shore....The sales professional LEO, was amazing. He let us take the car out for a test drive on our own, he answered our questions, and had a great attitude. Never fealt rushed like Open Road Lexus. The sales managers we dealt with were also extremely nice (Christion & Dan). read more