Regency Lexus Sales

I had the pleasure of dealing with Shane Gelhede at Burrard Street Regency Lexus.

Shane was a consummate professional. He is a terrific communicator. A good problem solver. Attentive and empathic, with a great ability to establish rapport.

Regency Lexus is fortunate to have this young man as their representative.

I bought a new car from Frank Fang last week. Mr. Fang’s service was attentive, meticulous and professional. I am very satisfied with the recommended car. I will recommend it to my friends and give it a big thumbs up, five stars

The RX350 I am driving now was from Frank Fang a few years ago. Frank's service left us a wonderful memory. I don't need a car at this time, but I referred my friend to Frank Fang who bought a newly designed RX350 in November. My friend is so happy that makes me very proud of having a car sales consultant like Frank!
When I need to upgrade my current RX350 in the near future I will go to Frank for sure.

John is the best customer care car sales person we have ever dealt with! He is knowledgeable, experienced and cares about ensuring you get what you need. No pressure through the whole experience and always accommodating. I would 100% recommend him to anyone looking to buy a new or used car. The rest of the team that helped us with paperwork and introducing us to our car's features and functions was Leslie, and he was amazingly clam, friendly and patient, very thorough and answered any questions I had. Chester helped us with the paper work and was very organized and clear and prompt.

Buying a car is hard but John and the rest of the team made it a wonderful experience! Thank you so very much!

We had a great experience dealing with Shane Gelhede, he was informative, honest, and accommodating to our schedule. We have young children so shopping for a vehicle between my wife and I is very difficult since one of use has to be home but Shane made it very easy for us. We also love the vehicle he recommended for our family. 100 percent happy with the whole transaction, I strongly recommend seeing Shane for you vehicle needs.

Great Service! I'm really happy with my new vehicle and sales agent was excellent!
Thanks Shane

Excellent customer service. Thanks to our dealer, Eric and to the rest of the staff. I had a such an amazing experience. He’s nice and very accommodating. All things were well-explained.

I recently had the opportunity to interact with Lexus, and while their cars undeniably impress with their quality and performance, there's a noticeable gap when it comes to the customer experience facilitated by their staff.where Lexus seems to fall short is in the staffing aspect. It's unfortunate to note the consistent miscommunication between different members of their staff. There were instances when I was promised certain things, only to find that these promises weren't upheld. The lack of consistency and alignment among staff members raises concerns about their training and internal communication processes. It's disheartening to encounter instances where promises made are not followed through, leaving customers feeling disappointed and let down.

After 15 years with my old car, which was purchased used, I finally decided it was time for something brand new. Being so unfamiliar with the process, I greatly appreciated Shane’s expertise and patience with me, and his overall positive and helpful attitude. Angela was so knowledgeable and took the time to explain the financing and warranty options to me in such detail, I felt very comfortable with the decisions I made upon signing. Everyone at the dealership was very welcoming and friendly, it made my first experience buying a new car easy and fun.

I had the pleasure of working with Frank at Regency Lexus Vancouver. Frank is incredibly responsive, quick, and caring for his clients. From the moment I reached out to him, he went above and beyond to ensure that my needs were met and that I was completely satisfied with my purchase.

Frank's expertise in the automotive industry is impressive, and he was able to answer all of my questions with ease. He took the time to understand my specific needs and preferences. Throughout the process, Frank was professional, courteous, and always had my best interests in mind.

What really stood out to me was Frank's commitment to ensuring that I had a positive and stress-free experience. He went out of his way to make sure that everything was taken care of, and was always available to answer any questions or concerns I had.

Overall, I would highly recommend Frank and Regency Lexus Vancouver to anyone in need of a reliable and trustworthy team. They truly exceeded my expectations and I am happy with their exceptional service. "

Mario was super helpful and professional. He is bundle of knowledge. Any question I had, he answered. Even due to limited supply of RZ, He deliver me the SUV in very short time. Rest of the staff was also very helpful. We will definitely come back for any future need as well as highly recommend the Regency Lexus. Such a wonderful experience. Thank y

Bought my vehicle from Regency Lexus recently, the customer service, professionalism and dedication of their staff was amazing. A special shout out to Kennard for his expert knowledge and friendly demeanor. Thanks for the new ride! Love it.

I had a very pleasant experience buying a car, and I received a great deal of professional and useful information. Help customers resolve problems instantly, ensuring a smooth and efficient purchase process. Highly recommended Regency Lexus.

My experience here was amazing. I’ve dealt with Frank who was amazing and did his best to help you with my purchase. The communication was pretty smooth. I’ve ended up purchasing two cars from here.

Alvin & Frank's team is very professional in delivering my recently ordered vehicle - highly recommend them to all! The best team!

I would like to thank Jane for helping me with a lease of my second car from Regency Lexus Vancouver! Highly recommend.

I am pretty happy with the team at Burrard, Vancouver location.
Especially thanks to Shane Gelhede, Jenny Chen and Al Alejandro. You guys provide great services and really care for customers. I will definitely recommend this team to anyone who is a Lexus lover. I am enjoying my 2022 RX450h.
Trina Dinh from Surrey, BC

Thanks to Shane for his comprehensive and professional services, we got our dream car and acceptable price, and the whole team, including Kevin and the Jenny provided highly efficient and satisfied services. I believe I would refer Shane and the whole 5-Star team to my friends when they are looking for a new car.

Update, November 29th 2022

Mr, Andrew Lee

I did email my maintenance bill at Port Moody Lexus to you two months ago as you replied me in public you said you would take care the bill unfortunately I haven't gotten any response from you or Regency Lexus. I also noticed you did reply all the reviews here so hopefully I could get your reply as well, I won't regret give Regency Lexus 1 Star. Will see. Keeping update.

Being joined Toyota family for 25 years, This is not what top reliable car brands should do.
This brand new rx450h is the second Lexus we have had and a Christmas gift for my wife and got it on Christmas Eve yay! Happy! Paid for the PDI pre-delivery inspection, I think over $1500, found the towing hitch had no power, the next day is Christmas and all plans cancelled, oh no! Disappointed!
Called Regency no one was on duty and no messages were returned. Finally got it fixed on Jan 7th and was told if no power "AGAIN" they would replace it with a new towing hitch!
NO! So disappointed! The new car only had 323km on it, which was basically driven from the Regency showroom to my home in Mission and then to the Regency service. I asked if there was any credit I can use and get one time free oil change (not maintenance) at regency only in this case I have to drive another 200 km round trip from Mission to Vancouver for 4 hours to use this free oil change.
Also got an email from Regency saying if I get the survey from Lexus to contact them before I fill the survey (I guess that's the way Lexus gets high rate).
And my question is can I get my per_delivery inspection fee back? Regency has to pay my cost! And if anyone see my post please don't buy car at this dealer find other Lexus dealer would be the best choice!

I recently purchased ux 250h from Regency Lexus Vancouver, and it was one of the most enjoyable experience! Especially there was Shane Gelhede's excellent advice and support, and I wouldn't be able to make the right decision without him. I will absolutely recommend him and Regency Lexus Vancouver to anybody who is looking to purchase Lexus!

Bought my first vehicle from Shane at Regency Lexus and I would highly recommend him! Shane streamlined my purchasing experience in a market dominated by the supply chain shortage. He kept me abreast of developments on a regular basis and mitigated what could have been an incredibly stressful ordeal. Shane was courteous as well as prompt when responding to my inquiries, and I would definitely recommend anyone looking for a top notch product advisor to seek him out.

Nice to find a professional dealership that's not acting like a predator for once. Shane Gelhede and Chester Woo were very professional and accommodative throughout the whole process - up to and including the delivery of the vehicle. Great job guys! I would gladly recommend to my friends and family.

Annie Mai is the best ever. She is professional and really helpful. Thanks so much for your work, so I got to enjoy my new car so soon.

Thank you to Angela Wu and Ken for calm and cordial service in helping us with our Lexus purchase. Always a pleasure to do business!

Went to Regency Lexus and ended up driving back home in a IS300. I was helped out by Annie Mai who is very engaging and made the usually boring process of going to a dealership a lot more fun. Shes been a great help!

Shane Gelhede assisted me with the vehicle purchase at Regency Lexus recently. I would say this is one of my most enjoyable exchanges with the salesman at a dealership. Shane is very professional, knowledgeable about the product and great attention to detail. I would recommend Shane to any family members and colleagues without any hesitation.

As a new customer too Regency Lexus Evans Avenue location.
I want too give 5 Star service recognition too Mr. Adam Lang & Mr William Leung.
I've visited this location twice & the service & personal care is outstanding, they stepped up and made sure I was able too make my next appointment. My car was well taken care of & I felt they were Sincerely there because they Love their Work & the customers they serve.
Thanks too Regency Lexus for having such an amazing staff that represents your company in Good Light, because of their detail in Service Care.
Thank you
Albert Wiebe

Being joined Toyota family for 25 years, This is not what top reliable car brands should do.
This brand new rx450h is the second Lexus we have had and a Christmas gift for my wife and got it on Christmas Eve yay! Happy! Paid for the PDI pre-delivery inspection, I think over $1500, found the towing hitch had no power, the next day is Christmas and all plans cancelled, oh no! Disappointed!
Called Regency no one was on duty and no messages were returned. Finally got it fixed on Jan 7th and was told if no power "AGAIN" they would replace it with a new towing hitch!
NO! So disappointed! The new car only had 323km on it, which was basically driven from the Regency showroom to my home in Mission and then to the Regency service. I asked if there was any credit I can use and get one time free oil change (not maintenance) at regency only in this case I have to drive another 200 km round trip from Mission to Vancouver for 4 hours to use this free oil change.
Also got an email from Regency saying if I get the survey from Lexus to contact them before I fill the survey (I guess that's the way Lexus gets high rate).
And my question is can I get my per_delivery inspection fee back? Regency has to pay my cost! And if anyone see my post please don't buy car at this dealer find other Lexus dealer would be the best choice!

I am very satisfied with shop experience with my sales rep Annie Mai, she is giving professional advice and understanding my needs. I am definitely recommend you to see her if you want to shop for Lexus!

After an unexpected car accident I found myself in the market for a new car. Having always wanted a Lexus I quickly gravitated to that make. After reaching out to several dealerships I quickly found myself making the decision to travel off the island and to Vancouver so that I could deal with Shane Gelhede. From my first contact with him he set himself apart from all of his competitors. Being in sales myself I have a pretty good radar for genuine and this guy could not be more so. He’s a hustler for sure. You’ll get what you ask him for near immediately but he will never try to hard sell you and will always listen to you and put your interests above his own. I have great respect for that and would encourage anyone in the market for a Lexus to go see him immediately. Now, because I’m honest I have to also tell you he was the only good experience I had with this dealership. The finance guy first tried to hard sell me on the maintenance packages then told me it would be my own fault when I regretted not getting them one day. Hey pal, no means no. Respect the consumer and move on. The insurance lady straight up lied and told me the replacement cost insurance through ICBC would be at least twice as much as the private policy she was pushing on me. Turned out it was half as much as the private policy. Make them look up the price of both before deciding. Enough about the negative parts of my experience though. That wasn’t why I wanted to do this review. I appreciated Shane’s approach so much I hope he stays true to that method of sales because a good salesman knows when you put the consumer first everyone wins. Go see Shane at Regency Lexus. You’ll be glad you did. P. S LOVING my Lexus! Thanks Shane!

A rare non intimidating Lexus agency where you are not rushed or constantly pushed by overzealous staff.
Very attentive and knowledgeable salespeople, ready to help courteously. Special mention to Mario, a patient and understanding man, rather unassuming but quietly efficient and going to all lengths to accommodate your needs. I warmly recommend this agency to any luxury car prospective buyer.

Just got my NX from Regency Lexus, the sales named Annie is very responsible, thanks to her perfection explanations and being so helpful while searching for my car, so I had made my decision after trying out the car.

Shane is very helpful and very knowledgeable. He has good customer skills and is very good at communicating. I can’t believe I finally have my dream car:) Thank you for your help and all the time and effort you put in for us.

Frank Qian sold me two UX250h, he is a very knowledgeable and friendly team member. Even after the sale he checked up on us and made sure we were happy in every way, no high pressure sales tactics. And then Andrew Lee, their team General Manager, always friendly as well, assisted with one of the UX heading to another province! All-in-all I would highly recommend working with Frank on your new Lexus. After almost 1600 kms, we are super happy with our purchase! KUDOS!

Great experience from start to finish! Annie really pulled through. No hasles, no issues. She's absolutely wonderful! Ask for her!

Recently purchased a new UX and my experience at Regency Lexus was top notch. Annie was an attentive and helpful salesperson and I would recommend getting your next vehicle here!

Just bought a 2021 Lexus nx300 hybrid. Shane Gelhede was very knowledgeable, was always there to answer questions by phone or text. He doesn't pressure you, always shows you the figures so you can compare financing. Chester the finance manager was of great help, no pressure, gives you all the figures, different scenarios so you make the right decisions

I bought my car (NX300) a month ago, but decided to hold on the review because from past experiences, there are some issues that crop up within a month and the experience doesnt stay the same.

We had approached the other 2 Lexus dealerships and 1) They didnt feel welcoming, more interested in a quick sale 2) Terrible trade-in value 3) Felt out of place/talked down.

And thats where we came to Regency and I worked with Kennard for a tradein. He was very warm, knowledgable and willing to listen and walk through the car. He gave me a great tradein value and also found me the car in the color combination I was looking for (chip shortage n all). Test ride was great and we were advised to take a long one, especially due to my wife's back issues to see if it suits us. We loved the car and the dealing to finalize the car was a breeze! The car arrived few days later and we took the delivery.

A few days later I noticed that my old car's loan wasnt settled yet, so I had to chase them a few times, unsuccessfully so. Finally I reached out to the GM (Andrew) who sorted it out. Would have been a truly 5-star experience if I hadnt had to worry about my payout being missed on the old car, but mistakes happen. Anyways, that got all sorted out.

Kennard was available before and after the car delivery for any questions and issues I had. I had a squeaky wiper and he promptly arranged to me to come in the store and had it fixed. I must admit it does feel like the quality of service is good and they care about their customer.

I had my car serviced too (1600km one) and they addressed all my issues (had a bit of a rattle), cleaned it throughly and gave me a first visit gift:). I will drop a separate review for the service dept, but I have read horrible service experiences across other places in the past, and I dread of being at the receiving end of one. So far so good, and I hope to stick with Lexus and Regency.

NX300 is a great compact SUV and we just did a 1400km round trip in BC.few noticeable differences to other cars I had 1) Doesnt feel exhausted 2) Back doesnt hurt 3) Steering has some level of smoothness that makes it so easy and fun to drive 4) Enough power to confidently cruise and pass-thru. I had to share this because its hard to tell all this in a test-ride:)

My only gripe with Lexus is the super noisy Yokohama tires.wish I had the Michellin one's. Cant figure out the logic behind using a sub-standard tire for a great vehicle after charging a premium! I will have to shell out money to have them replaced by Michellin soon.

Thank you Regency Lexus for the great service. Thank you Kennard, Andrew and Raymond.

I have been getting my cars serviced at Regency Lexus in Vancouver for 13 years now and the service has always been so amazing! I also recently purchased a new Lexus and had great service with the entire purchasing process, from the General Manager, Andrew Lee, who helped get the process started, all the way to across the board to the person who helped set up my radio before I drove the car out of the dealership! I have been a happy customer of Regency Lexus for several years, and have no doubt that I will continue to be a happy customer of this dealership for many years to come.

Can’t thank enough to Frank at Regency Lexus - got the best deal for my RX450H!

Had purchased cars from BMW, Audi and another Lexus dealership before, Frank is hands down the best sales guy ever. Straight forward on what he can offer, knows extremely well about his products and services, and willing to fight for you for the best deal. If you ever consider to purchase a Lexus, defiantly get a quote from Frank at Regency Lexus.

Thank you Kennard for the amazing service provided! He is very knowledgeable, friendly and does not practice pressure selling. Everything I needed from him was quickly provided and he made sure he could accommodate his schedule to welcome me at Lexus!

The service provided by Mario Hernandez was excellent. He takes his time when explaining how to do this or that. Always pleasant.

Purchasing a vehicle from Regency Lexus has by far been my most
pleasant car buying experience.
I bought an NX 300H for my wife and our salesman, Kennard Wong,
was both knowledgeable about the product and very prompt with communication. He helped me get a very fair trade in value for my truck
and on top of that he was able to get us a very good deal when a computer glitch errored on the vehicle that we ordered.

If you're looking for a vehicle then I highly recommend Regency Lexus and Kennard. They've earned my business for sure!

Very shady and unethical. I was not told a pre owned car I was coming out to view was smoked in. And I mean SMOKED in! So bad I had to change clothes when I got home. All the windows were open when I got there.just disgusting. No warning and nothing in the ad. I drove for 1 hour to get there. No "sorry we totally scammed you".

What is wrong with these people.

Stay away.

I bought a Cadillac from this dealer. Sales Rep Mario and the sales manager Ken are amazing person to work with. They do their best for everything before the sale, during the sales and most importantly after the sale. It is a blessing for every consumer because we are able to work with people from car industry has such great level of integrity. Thank you very much Mario and Ken for your AWESOME services. You are the only professionals from car industry that gives me worry free purchase experience so far!

I highly recommend to come to Regency Lexus instead of other Lexus dealerships. They definitely step it up when it comes to customer service, and getting you a good deal. I went to Michael to secure an excellent deal on my new 2020 Lexus UX250h! Colin was the person who helped me set up my Lexus upon delivery, and was very thorough when it comes to showing me the features.

Kennard gave such a good experience with fantastic service and was very professional! Everything was so smooth from the start to the very end. I highly recommend Kennard as he will take great care and make the process flawless!

Thanks to Kennard Wong for his excellent service In helping me purchase my first car. He was amazing beginning to end and went above and beyond to meet all my expectations. He has great knowledge in Lexus vehicle and answered everything I wanted to know! Overall, I am very happy with the car and the service I receive.

This was my experience.
Problem #1 - Salesperson gave me and my wife the keys to test drive the car, after driving it I made the decision I was going to buy it so I started discussing payment options and during this time I asked the salesperson multiple times if the car that we were negotiating was identical (feature wise) to the one I test drove, and multiple times he confirmed it was. To my surprise, after actually signing the papers and driving the car home, it did not have the same features as in the one I drove. I called the salesperson and was told that the car I purchased was "package one" and the one I drove was "package two". If I wanted "package two" it would cost me about 10-15% more. I'm aware that dealerships usually give you a more fully featured car to test drive so that you can get the best experience and entice you to buy it, that's why when I was negotiating I made sure to ask multiple times if the car was identical. Honestly, I'm very disappointed and my 1st time Lexus owner experience is ruined.

Problem #2 - After I was given the keys to my car I had no help to finish setting up my car, I had to call them to actually get some support to understand how to get things done.

I won't be coming back for any business in this place. I hope this serves as an alert to people out there.don't trust just in the words of the salesperson, make sure you go into detail when looking at what you're getting. I learned my lesson the hard way, don't do the same.

If you want a Lexus go find Amy Wu. She listens to your needs and isn’t pushy. Onsite insurance broker makes the whole experience smooth and seamless. Parking can be a bit tight

Service at its best always. Very attentive, friendly and cost efficient. Frank and the boys are the best.

Incredibly rude and distasteful from Mr George Zhao.

Details
I asked Mr George about more details regarding the purchasing process as I'm new to BC.he curtly replied that as long as I have money, I can drive anything away. That was rather unhelpful and unbecoming of a highly recommended company like regency lexus. Hope it's a one off! Cheers.

Amy Wu provide a wonderful customer experience. She is the most professional sales associate I have ever seen. Thank you Amy Wu and Regency Lexus for everything.

I have dealt with the Regency Lexus Showroom since I purchased my 2nd Lexus in 2016. It was time for an upgrade so I returned to see Mario Hernandez, the most wonderful Product Advisor. He assisted me in finding a newer Lexus to Lease. He was fair and truly cared that I was happy with my new purchase. I would recommend If you are looking for something new of maybe not so new, stop by and Visit Mario.

Bonny

Took my 2020es350 there yesterday to install dash I met with Danny Chen assistant service manager who was very polite well spoken listen carefully to what was looking for then suggested the product work best for my car he even made sure gave opportunity to choose where want to place my dash cam this kind of service is just world class I strongly recommend if got anything dealing with your Lexus car Danny your guy I also want take moment to shout to the tec person who installed the cam Edmond great job guys congratulations? Continue to fly the regency Lexus name high am happy and please with mr Chen professional attitude towards customer's remember folks if ever go to regency ask for Danny Chen he your guy thank you Danny Chen thank regency Lexus

Nigel thomas
Proud owner of 2020
ES350 F sport

My husband and I are interested in an 2017 Lexus RX350; we called the sales center to check whether this vehicle is still available so we don’t waste our time, round trip will take us 80 mins.
Simon, the salesperson, ensured me this vehicle is still there. We got there, 40 mins later he still could find where the vehicle is, he Ask us to go home and said he will call once the vehicle can be located; and it is possible that SUV have been sold by other sales person. No apologies being made to provide wrong information.
What a joke! Completely wasted 2 hours of our time. We are never going back there again.

Chris Ting is the best Sales Associate. He is very kind and treated us like family. He got me the best deal and made my day. Chris Ting put good effort and gave the best service. He welcomed us to the Lexus family and made our bond more stronger with the brand.

I had another experience customer experience at Lexus Regency when I picked up my new RX-350 today. Colin, Eric and Chester were knowledgeable, helpful and efficient!

Lack of communication and could make a better effort into servicing potential customers.

I was interested in a used car posted online and texted the number provided for the listing, but failed to get a response. I followed up with the the dealership over the phone to check if the same car was available; however, the salesperson over the phone noted that the car could not be located. Three weeks later, the same car was reposted online and when I texted the same number on the listing, the salesperson noted that the car has already been sold. This experience has been frustrating and the level of service has been subpar.

We just attended "Feel the Wild" book launch event n absolutely loved the experience. Beautiful and gracious hosts, delicious food, friendly and courteous service. Got our signed copy too. Thank you!

I went to all 3 Lexus dealership in the lower mainland and proceeded with Regency Lexus. I stumbled upon sales rep Chris Ting via their online chat service. Chris was respectful, offered excellent service and, of course, a great deal without the back and forth that other dealers make you go through. Best of all, all the costs are transparent and there were no hidden fees (ie doc fees, accessories, etc.) that other dealers try to hide in their quotes and telling you that it's mandatory. Since then, I have recommended Chris to two of my family members and both of them purchased a vehicle from Chris.