Ken Shaw Lexus Toyota Scion

I don’t often write reviews, but this time, they really earned it and I feel obligated to give an honest account of what has got to be the absolute worst of the WORST purchasing encounters. The numerous infractions and red flags at Ken Shaw Toyota Scion were astonishing. We did our research and came prepared knowing exactly what we wanted. What we were not prepared for, was having to deal with 4 different people representing this Toyota Scion location and having to experience such appalling customer service.
The original sales person we dealt with wasn’t available the next day we came back so we had the unfortunate misfortune of encountering a different one that would grace us with her abrasive and disgusting condescending attitude throughout the rest of the purchasing process. Pricing was negotiated for 2 NEW cars in SPECIFIC trims and colours, but they didn’t even check stock and added the «subject to availability» stamps only right before the bill of sales were signed and the deposits were taken for both cars. Lo and behold, NEITHER of the specific trims and colours were available, so they tried to sell us one in a lower trim and different colour; while offering another one that was the correct trim and colour but was a DEMO/​USED car. When we asked about availability outside the GTA/​in other provinces, they said «to transport them in, it would cost an additional $ 1000 per car». Why would you enter into a binding contract for product that you knowingly REFUSE to fulfill? They barely budged on the price of the demo (which was close to the cost we originally negotiated for it NEW) and when a relative said no, a MANAGER walked in and had the NERVE to interject «if it’s just the one car on the table then we will have to ADD $ 200 to its cost» (despite the fact it was for a lower trim and different colour since they refused to transport in the new cars and fulfill the original purchase agreements). The sales person actually had the audacity to say «we are doing you A FAVOUR by even offering you the demo because we normally don’t release demos until they hit a certain number of kilometres» — basically giving us the take it or leave it attitude. You’ll know this particular sales person is getting agitated when she flares her nostrils and this happened practically every time we asked a question. She also added that she was doing us «A FAVOUR by giving us discounts on the rust proofing» when in actuality, the negligible discount was due to the fact the finance guy initially said that there were «no additional fees to bring the cars in for rust proof checks every 2 years to maintain the 10 year warranty» — when in fact, there is a fee and it was their ERROR. Speaking of the finance guy, he was a special gem as well. On the new bill of sale, he DOUBLE CHARGED me for the new license plate fee and when I pointed out the discrepancy, he SLAMMED his pen on the table in an outburst of frustration because he had to re-​do it before I would sign — 2 other family members witnessed both his deplorable conduct and this sales person’s attitude. I had a companion with me the day I went to pick up the vehicle who witnessed the exchange when I asked to take the car for a quick lap around the neighbourhood — her response: «YOU CAN’T DRIVE THE CAR. UNTIL YOU GIVE ME THE CERTIFIED CHEQUE, YOU DON’T OWN THE CAR!» Absolutely unbelievable! Only an inexperienced, disrespectful «professional» would give this type of response.
So to conclude; yes, as their slogan states: they’re «family run, customer driven» alright. More like driven to DRIVING CUSTOMERS AWAY. It’s a sick joke that a manager had chances to right what transpired but didn’t and instead went out of his way to add to the negative experience. That said, I’ve been doing this dealer «A FAVOUR» by telling anyone with ears how HORRIBLE my experience with this dealership was. (I should also add that some of these people are currently in the market for new vehicles as well). So, if you’re looking for shady business practices and abrasive, combative, disrespectful customer service, this place is for you. Had there been such a thorough review of this place beforehand, I would’ve avoided it like the plague. Anyone reading this review would be doing themselves «A FAVOUR» by taking their business elsewhere.

Great customer service they took longer than normal time changing oil for my car and they let me go free.
thank you

I was helping my son buy his first new car. We had been shopping around at various Toyota dealerships. When we were at Ken Shaw we spoke to this nice young woman who at first was very helpful. My son had a lot of question as this was the first major purchase of his own. As we talked and asked questions she became more and more short with her answers. She would often giving one word answers or dismissed my sons questions entirely. Needless to say we did not purchase his new vehicle there. We actually spent a little more at another dealer but like I told my son, if that’s how they treat you before they have you money, imagine how they treat you after? It’s worth spending a bit more for better customer service.

I went to their used car lot looking for a 2010 – 2012 vehicle. First vehicle I was shown had a crack on the front fender but of course was told it was never in an accident and no they wouldn’t look at it. Second car was covered in dog hair. When I asked if they detail cars before delivery I got a giggle and a no. Opened up the hood to find the engine so rusty I’ve never seen so bad. Every metal connection was rusty. The guy had no interest in helping me unless I said I was willing to buy a car that day. This is all after the sales guy I had the appointment with was too busy to talk to me. Then the second sales man to help me made me wait 30 minutes. I will not be recommending this place.
I took my business to a sale man at another dealership who helped me last year and gave me his time despite knowing I wouldn’t be buying right away.

I bought a previously owned Toyota from Ken Shaw, A purchase I regret making.
After the initial test drive I mentioned that I was interested but the car needed better tires and the brakes needed checking.
The salesman assured me that the car had just been traded in and that would all be taken care of before delivery.
I picked up the car late afternoon and none of the repairs were done as I had to buy new tires two months later and had the brakes done one year later.
When I complained to Ken Shaw I was told that the tires and brakes met the minimum requirements for the safety check. That was not what I was promised before
signing the purchase agreement.

Lovely dealership and the sales people were extremely friendly and informative. My problem is actually with the parts department. I needed a new set of keys which cost me over $ 300 for 1 key and 1 fob. And then they tried to charge me another $ 165 to program the fob! Funny, because I looked up the programming instructions on the wonderful internet and programmed it myself in under 1 minute.
I feel that charging $ 165 for this service on top of over-​charging for the keys is dishonest and this totally rubbed me the wrong way.
Not cool with me. I hope that I can save others from this same service, or lack thereof.

It could be premature, but after some research, and a BAD experience elsewhere. I chose to deal with Ken Shaw due to Toyota, and the dealer’s reputation, not because they’re the «fanciest» franchise. Also, a friend’s uncle loves his hybrid Lexus SUV. Sales experience was what it is, but overall I didn’t feel I needed a hazmat suit. We’ll see how happy I remain when I start going for the annual services given it’s the first Lexus I’ve owned.

Switching to Toyota after years with GM is a welcome change, especially when it comes to a fine family owned and operated business like Ken Shaw Lexus Toyota.
I received a great deal on a new vehicle and couldn’t have been happier with the quality of service I’ve been shown thus far. I recently attended an «orientation» session by invitation only for new customers. The intent here was to familiarize the customers with the inner workings of the dealership. No hesitation to answer questions/​comments/​concerns from their customers. Upon leaving, we were given a certificate for a complimentary oil change and a free touch-​up paint pen from Toyota.
The hours of operation of the service department are exceptional. Open till midnight most days. They also guarantee the time it takes to do your oil changes: 39 minutes or its free. No appointment necessary!
When it came time to make a deal I was well equipped to make an informed decision. I had shopped around and saw this dealership in particular as a diamond in the rough. I called ahead to book two test drives, and the vehicles were ready for me when I got there at the agreed time.
There’s a reason why Ken Shaw is number one, and it’s simple, many satisfied customers like myself.

They say that you should never trust a car salesmen… and I never understood why, until now.
I caught the sales person at Ken Shaw Toyota in a lie. So i took my business elsewhere.
My advice, don’t believe the first sales person you talk to. Shop around. And don’t be afraid to call them out, when you think they are stretching the truth.
I’m not disappointed because I was lied to. after all, I expected them to lie. I guess I’m disappointed because the lie was so blatantly obvious. Do I really look that stupid… wait don’t answer that.