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I wanted to send you a note of thanks for the excellent work your service team has done on my Lexus GX 470. Since I picked up the Lexus the ride and the handling has been completely improved. I can now enjoy the comfort and handling on the highway without concern or discomfort from the way it was. Please pass on my thanks to Keith as well for his attention and knowledge in locating the power train problem that the other dealership had trouble locating. Thank you!
I am writing to thank you for having the expertise to hire someone as personable, honest, and just plain nice as Mr. Ollie Rocha. Buying a car is probably something that not many people look back as a truly enjoyable and heartwarming experience. It is often a difficult decision and part of that is putting your trust in the words and knowledge of the salesperson. The purchase of my Lexus RX350 through your dealership and Mr. Rocha ranks as my best car buying experience. He was prompt with communications, knowledgeable and gave good advice. Perhaps all of your salespersons under your guidance perform this way, but he certainly stood out in my car buying experience. The last car I bought
was an Aston Martin DB9 and although it was a good experience, OpenRoad Lexus Richmond and their staff have performed better. Thank you for creating an atmosphere in your dealership that is exemplary.
I’m writing to express my sincerest apologies to some of your staff and also my appreciation for the professional management of your operation. I have been a customer of your Richmond Lexus dealership for the past 7 years. I brought my RX400h in for service last Tuesday and was given a loaner vehicle. After I had returned the loaner vehicle at the end of the day, I thought I had left behind a brand new Georgio Armani jacket in the back seat. Your Service Manager (Ms. Anke Minty) diligently spent the next three days trying to find the jacket for me. To my great embarrassment, I ended up finding the jacket hanging in my closet. I have expressed my deepest and sincerest apology verbally and in writing to Anke and have asked her to help me pass along the same message to all of the other staff involved in the incident. I truly appreciate her high level of accountability and her professional handling of this incident. Once again I would like to express my apology to your company and would also like to take this opportunity to commend you on the good management and training of the excellent staff within your company.
I have always found Nicholas to be very professional, extremely thoughtful, and courteous. He has made my experiences with the OpenRoad Lexus Richmond dealership and their Service Department pleasant and stress free. I want the management team to know that Nicholas certainly knows how to please his customers. Thank you!
Last Friday night, I had a flat tire while parked at Wal-Mart. As I tried calling for Roadside Assistance, a gentleman by the name of Ken walked up and offered to help. He introduced himself as a mechanic for OpenRoad Lexus Richmond and offered help as he noticed that my license plate was OpenRoad. He removed my flat tire and put on the spare while his family patiently waited. I was extremely grateful as it was approximately 10pm on a Friday night. I would like to take this opportunity to express my gratitude to an employee who went the extra mile to help a total stranger. He approached me because he noticed I owned a car from the same Auto Group. I had just purchased a Hyundai Elantra a week ago (you can imagine my distress at the flat tire happening so soon). This gesture of Ken’s was not only kind but professional. It is a testimony of the OpenRoad Auto Group’s commitment towards great service. My thanks go out to Ken and to you for having such an incredible employee on your team.
Upon returning to our cars after dinner last night, we noticed that my friend’s rear passenger tire was almost completely flat. Being that my friend Mags had just picked up her 2013 Elantra on Monday, she was a little flustered at the prospect of something going wrong so soon on her brand new car. Unfortunately, she didn’t have her Hyundai Road Side Assistance information in the car, so we managed to Google the information and contacted them. While she was on hold with the call centre, a gentleman who was out with his young son asked us if we needed help. He introduced himself as Ken and that he works as a mechanic for OpenRoad Lexus Richmond. Thrilled, we took him up on his offer and within a few minutes, the spare was on the car and Mags was on her way. Ken was absolutely fantastic. Being that it was a Friday night before a long weekend, not many people would have stopped and offered help (especially while on an outing with their whole family). But Ken went above and beyond to help us out and get Mags back on the road. His son was a great help as well! I work in a Service Department for a large corporation, so I understand that positive feedback is not always received very often. I wanted to make sure I took time to thank Ken for his wonderful assistance. Knowing that OpenRoad employs such wonderful people, I will definitely be taking my business to you in the near future!
I have been a customer of yours for over 15 years and I must say that I’ve always been very pleased with your organization from Sales to Service. I have used your valet service for most of this time and would be very disappointed if it was no longer available. On one occasion, I had to stop at the entrance to the 17 HWY when one of your valet drivers pulled over to ask if I needed assistance. All was in order as I had pulled over to give assistance to my son on his motorcycle. I have had several dealings with David Helferty over the last year and have found him to be very professional and courteous to me and others around him every single time. In addition, he has gone the extra mile on several occasions to personally pick up my LX570 for service on his way to work and I wanted to take this opportunity to say thank you. David, you’re a real asset to the OpenRoad team and I really appreciate all of your great work!
The purpose of this message is to thank you for your always exceptional service. You have a terrific personality and I just want you to know how much I appreciate all the ways you provide me with superb service. You are a terrific reflection on Anke who we both know sets the standard for truly exceptional service. Thank you!
I just wanted to let you know how refreshing it is to visit David when I come in for servicing. Often he remembers my name, where I have been traveling to, and other personal bits of information before I even sit down. David’s professional yet relaxed personality makes me look for him each time I am in your dealership. This week when I was in for a simple maintenance, David asked me how I was enjoying my car. I responded that all was well but that I would be looking for a smaller vehicle for my next purchase. As I walked to my car, David took the time to show me the CT and contrast it with my car. He pointed out a few facts and figures (just enough for me to keep it in mind down the road). As David saw that I had two bags in my hands, he deftly opened the back door so that my arms could be free (such unobtrusive manners). I work in the financial service area and when I see young, aspiring, helpful, courteous, and knowledgeable employee like David, I just want to scoop him up. I hope you have big plans for David as he has the right skill set to hone in sales and service. He’s a perfect 10 out of 10!
I am writing to share with you my delightful experience at OpenRoad Lexus Richmond. A few weeks ago, I purchased a pre-owned vehicle from one of your Product Specialists, Mr. Ollie Rocha, who has been very helpful and knowledgeable. He delivered exceptional service and support - making the entire purchase process an efficient and pleasant experience for me. Although a minor adjustment was required few days after delivery, Ollie has been very attentive and got my car fixed in no time. I am pleased to have Ollie as my Sales Advisor and would have no hesitation recommending him to any of my friends who are interested in buying cars. Ollie no doubt is a valuable asset to the OpenRoad Lexus Richmond.

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