Regency Lexus Vancouver Parts & Service

We purchased a 2023 Lexus NX350h from Regency Lexus and had recently brought the car in yesterday for the scheduled complimentary inspection after 1 month. There are two issues that we wanted to address.1) Upon taking delivery of the car, we noticed that the steering wheel was off centered to the left, even though the car was driving straight regardless of road conditions (including flat even surface). After the technician test drove the car, we were told by the Assistant Service Manager (Martin Donaldson) that the car was driving straight and was not pulling to left at all, and therefore, there was no issue to address. It became clear that neither Martin nor the technician listened to us carefully, if at all. We never said the car was not driving straight. What we said was that the steering wheel was off centered while the car was going straight. Now we have to live with looking at an off centered steering wheel while the car is driving straight.2) The left side mirror and the housing was shaking/buzzing while driving on the highway…. On the other hand, as comparison, the right side is perfectly secured and didn’t have any shaking/buzzing. We thought it was a simple fix but again, we were told by Martin that the technician determined the housing/mirror was already secured, so no issue to address.This is our first Lexus vehicle and we cannot be any more disappointed in how these issues were “addressed”. We thought those were very minor issues that could be fixed easily...but disappointed with the outcome. So we would not recommend this dealership to anyone for service, and would try a different dealership to address these issues.

I had a fantastic experience with Regency Lexus service today. My service advisor Eric was an upmost professional and after reviewing the car history was able to find necessary items that required maintenance while bypassing items that were already done or deemed unnecessary.A lot of dealers won’t do that. They’ll just snow you and recommend you do everything and the kitchen sink. This kind of honesty, commitment to customer service and genuine care is refreshing.Thank you Eric and Regency for making this a wonderful experience. I’ll be back for sure.

I had an incredibly frustrating experience with a service center that left me feeling utterly dissatisfied. Despite booking my service well in advance, the entire process turned out to be a complete disaster. Allow me to elaborate on the numerous issues I encountered.To begin with, I made a reservation for the service two weeks ahead of time, assuming that the service center would have a clear understanding of the time required for the job. However, to my disbelief, the advisor assigned to me seemed completely clueless about the estimated duration. This lack of basic information left me feeling frustrated and uncertain about the entire process.When the day of the service finally arrived, I was shocked to learn that the time frame for completion was still undetermined. The service center casually mentioned that it could take anywhere between 3 to 4 hours. This ambiguity was not only inconvenient but also highly unprofessional. As a customer, I had expected clear communication and accurate time estimates.Adding insult to injury, I was denied a loaner vehicle, despite my anticipation that the service center would have arranged one for me. Apparently, such arrangements needed to be made two weeks in advance, a requirement that was conveniently withheld from me. This lack of proactive assistance left me stranded without transportation, further disrupting my day.To make matters worse, the service center failed to offer a viable alternative such as a taxi service, stating that their coverage was limited to a maximum of $25. As a result, I was left with no choice but to endure an extensive delay in getting my vehicle serviced, which resulted in a significant loss of my valuable work hours.Overall, my experience with this service center was nothing short of a nightmare. The lack of communication, failure to provide accurate time estimates, the absence of a loaner vehicle, and the unwillingness to assist with transportation alternatives all contributed to a colossal waste of time and an extreme inconvenience on my part.I would strongly advise against using this service center if you value your time and expect a smooth and professional service experience. This establishment's disregard for customer satisfaction and inability to fulfill basic expectations has left me deeply disappointed, and I will be actively seeking alternative options for future vehicle servicing needs.

Regency Lexus Vancouver Parts &ServicesIs the best place to get the service for your car.The Gentleman Reymond responded my Voicemail immediately and booked me an appointment according to my schedule.Fabulous service, respect and attention.I am so excited with the service and my next Car diffidently would be a Lexus again.The Venue is always clean, staff are in clean uniforms and looks sharp .these all together convince me to drive all the way from North shore to here.Small coffee room with great coffee and cake were awesome. Specially for early morning clients like me .I would admire the management and appreciate hard working of all of your staff.Arash

I loved the swift and friendly service (in-person and over the phone) carried out by David and Alexander who made sure my car received immediate attention due to a depleted battery. They accommodated an appointment change without fuss and proceeded to have their technicians mitigate the problem and give my car a complimentary wash. I can now drive my car without having to jump start it. Thank you!

Superb customer service from Adam and his team during an emergency visit last week. The pragmatic and customer-centric advice was greatly appreciated. This is the best Lexus service shop in town.

I have been going there for almost 15 years! Staff are all absolutely amazing! Frank the director is the friendliest and the most helpful person ever. Daniel, David, Adam, Alexander, etc. I have worked with almost every service advisor there; they are all amazing people. Very professional service centre, and they perfectly know what they are doing. Advanced facility with robot operated machinery. You will certainly be in safe hands there. I highly recommend this service shop; top of the line, for sure.

Great service all around at Service. They also have a huge lounge upstairs with free snacks and drinks. Great for setting up shop and working on-site while waiting for your car to get serviced.

LOVE LEXUS IN VANCOUVER. Treat you special, in that they welcome you and seem genuinely interested in meeting your needs. They understand what service" means.... wanting your vehicle to be taken care of. They aways let you know what is needed before they proceed."