Regency Lexus Vancouver Parts & Service

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.

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.

I don’t usually write reviews but felt the need to share my positive experience here. Eric Hsieh was my service rep and he has been incredible. I recently bought a used Lexus elsewhere and unfortunately had some problems with it already. Eric has been super helpful and made the experience a lot better. He took the time to answer any questions and always returned calls promptly. I would definitely recommend dealing with him if you are looking to service your car here

Bought tires and had them installed at Regency Lexus Vancouver. Very good value, amazing service, great staff and a high tech service bay that was cleaner than my house! Very impressed!

Assistant Manager Martin Donaldson provided us top notch service. Patient, understanding, professional and knowledgeable. Highly recommend dealing with Martin and Regency Lexus for your parts and service/repair needs.

Sorry David, I must have touched the wrong side of the phone half awake in the morning. Didn't get a chance to finish the review.
Your service is impeccable by itself. Couldn't say the same for all others in the shop. You need to move to a different dealer.

Even though the news about my car wasn't good I appreciated how well the Service Dept took care of me and the problem at hand with my vehicle. They were courteous and helpful and considering it is a dealership and the expectation is that it would be expensive I actually found them to be good value for the money.

Very responsive and customer service oriented. Will have my car service there again for sure. Well managed service department.

Thanks to Raymond Li and the team for the professional and friendly services. I am a totally satisfied customer.

Stellar customer service by Martin! Very professional, fast and helpful. Highly recommended!

Great service location, very great service. Staffs were very accommodating from the moment I stepped out of the car to check in until the service was done.

Great friendly service and knowledgeable service adviser Alexander
Put tire pressure to 36 when should be at to 33 though but other wise great

Excellent, concise service; service manager is very compassionate and adjusted costs of repairs; thank you

Always excellent! Now that they are back on Evans Ave, their level of service, from dropping off to collecting my car, is even better than before.

Fantastic fast and efficient service. I had a problem with the engine light and a misfire. Dan and the team got me in straight away and sorted the problem in no time. Very happy with the overall level of service. The new facility is outstanding and the art very beautiful!

We bought our car at Regency twelve years ago and they have always taken good care of it for us. We have over 220,000 kms on our car and recently ordered a new car from Regency. We look forward to continuing our great relationship with Regency for many more years!

Great service! Shout out to their concierge, team member David, Raymond, and Alexander, they are always so helpful, patient, and professional!

As usual, David Pham is always friendly. He always makes it clear as to what services are required and the associated costs. Glad to deal with him. Excellent job!

Top service. Professional staff. Friendly but professional atmosphere. Love the updated facility.

Excellent service, very professional and courteous, highly recommended to all Lexus owners

My key fobs were not communicating with my Lexus. I went in and they solved my issue while I waited, which was no more than 5 minutes. They declined to charge me. These guys are amazing!

Their new facility is nothing short of luxurious. I actually look forward to my car breaking down now! Haha!

This 5 stars just for David Pham. Brought my car in for service last week. David was professional and extremely helpful. He's knowledgeable and very kind. If you come to Vancouver Lexus for service, you should ask for David Pham. He will not make you disappoint.

Because of what Chloe said I’m thinking of buying a Lexus just so it can have a problem so I can bring it in and meet alex at this point

Always great service from the service department, Raymond Li has always been very helpful and caring during every visit we had at this location.

My go-to advisor is David as he always strives to provide impeccable service and give honest advice. I've been a Regency customer since 2013 and recently I got a new Lexus from another province. I was unaware that BC is one of the few provinces still requiring a front license plate, and my car came without the holes drilled in front! David went above and beyond to help me get the front plate mounted correctly (don't try this yourself), and got my car washed as well. Loyalty breeds more loyalty and I'm excited to see their new facility next time, congratulations Frank, Adam, David, and the entire team!

Excellent, efficient and timely service.
Very welcoming, comfortable and clean waiting area.
Raymond Li is very knowledgeable and friendly.

Great Service, Knowledgeable and Friendly Staff, Efficient and easy process from scheduling to drop off to payment and pick-up.

Raymond Li helped me deal with a major issue with my Lexus. His service was excellent. He was very informative every step of the way. I will be using Regency Lexus for all my servicing in future.

The team at Regency Lexus always take the time to talk to the customers to ensure they are satisfied with the service. While I was waiting for my car to be serviced, I noticed each customer was greeted properly and the staff engaged with much care and attention. The waiting lounge is clean, well spaced out and I enjoyed the custom coffee machine. It pleases me to be able to talk to a service advisor who truly cares about me and my vehicle. Well done and I look forward to seeing the new service center when it is ready.

I purchased a 2017 Lexus GX 460 from Open Road Lexus in Richmond in Oct 2020. I experienced issues relating to the driver side control arm bushings after driving it off the lot. The SUV was inspected by a Toyota Certified Master Tech and confirmed the bushings required replacement. For months I complained to Open Road Lexus of my issues. Their mechanics were incompetent and unable to identify the issue. They also would not validate my independent mechanics report that is a Certified Toyota Master Tech. I finally gave up and took the suv to Regency Lexus. I was treated with the utmost respect from Regency meanwhile the head Manager for Open Road Lexus Dan Levy called me and was extremely rude. Questioning if I knew what it was like to drive a truck.

After taking the suv to Regency they confirmed the bushings were cracking and required replacement.

However now the SUV was out of warranty. The total out of pocket cost to me was $480. This really should have been fully covered under warranty. At this point I didnt care about the cost I just wanted my SUV repaired.

David Pham from Regency Lexus provided me unimaginable customer service. The level of care and attention to detail was a breath of fresh air.

Thank you David Pham for your amazing care and attention to proper customer service.

Me and my family will never step foot in another Open Road dealership.

I am looking for another lexus for my wife and it will be coming from Regency Lexus.

Recently i visited your store, Mr Raymond li helped me in short notice, for my new NX 300 car, technical help, he is very helpful and very cool person, in my first Car service also he provided great service, he was very helpful. Appreciate his kind help.
AJAY GUPTA

Great service, great staff and sure because of professional guidance from Service Manager Daniel Jabillo! Would recommend all Lexus owners to bring their cars there for repairs or servicing without a doubt!

The service is impeccable. The gentleman helped me is helpful and polite, communicate with me for what stage the service in. They sent reminder a day before the service. The service timely and the whole service took 1 hour. I love the car wash and vacuum. Feel comfortable after the service.
However, I did send an email to respond for the email to notify me for the service appointment, no one respond. They did not specify it is no-reply email address. At the end, I called and got it resolved.

Very kind and professional service. Special thanks to Alexander from the parts & services department who is excellent with communication and is overall a great person to be doing business with!

2021: My car had to go under an extensive and complicated repair. David and Daniel did really go above and beyond, understood my needs and concerns, treated me with outmost respect and professionalism, and are amazing people to deal with all around. They are not the closest Lexus service centre to me, but all the mentioned attributes make me to willingly travel a bit farther each time and receive the best service out there.

2019: I'm beyond satisfied with the service these guys provided at the Regency Service department. They gave me a loaner for a full day even though I had not requested and booked one in advance. The service was done sooner than what they had anticipated, my car was washed, the interior was cleaned and they even went above and beyond by putting some new brackets that were missing initially in the interior (free of charge).

Absolutely excellent service. Raymond in service took great care of my vehicle and I. The prices were fair and the work done was top notch.

I had a great experience going for my annual car service. Dan was exceptionally helpful and also knowledgeable. He explained everything to me in great details. I am thrilled to be able to write a review for him. Thanks again Dan!

Went in expecting a mini dealership - had to replace the battery on my remote and was so grateful for not having to find the mini dealership and having the battery changed for me by Regency Lexus

These guys continually outdo themselves in terms of offering top shelf service. Boss man Frank is an absolute class act and his staff are as caring and professional as they come. Keep up the outstanding work

I had a major service performed by Regency Lexus this week. I found their service to be above and beyond what I expected. Friendly and competent staff and work completed on time and as promised complete with a beautifully washed and cleaned vehicle. Excellent.

Excellent service! Staffs are welcoming and helpful. The Regency service team provided a professional and friendly services. Car has been cleaned and sanitize as promise. Highly recommended their touchless car wash for my black color car. Super great job for Regency Lexus service team as always. I highly commend their excellent service.

Adam Lang is a friendly and professional service advisor. I was happy to have my 2018 RX 450h serviced in this location. Thanks Adam

I bring my car to have the service from Regency for the first time, Raymond give the excellent service to me, he’s very friendly and ready smile made the experience even better than I expected. Thanks Raymond Li.

Great service and extremely friendly and helpful. They go out of their way to provide you with a loaner car if possible, and are very efficient at getting the job done.

David Pham, Service Adviser dealings were very professional. He kept me informed about repair and time it is taking to troubleshoot and repair my Lexus Rx350. Although it took much longer than I anticipated to repair yet David and his service manager recommended reasonable charges. I would recommend to use this lexus service department for all your servicing needs. Thank you David

The personal at Regency Lexus were very professional and dedicated. They provided me with a great service on timely fashion. Simply they made me feel that my business was important to them.

I would gladly use their services again.

Great service! David Pham was very helpful, courteous and efficient upon arriving at service desk. Craig was also very helpful and responsive on the phone, great team service!