Lexus of Wilmington

Prior to buying our first Lexus, we owned an Acura Legend. We absolutely loved the car and intended to replace it with another Acura - EXCEPT! Our Acura dealer's service department was a continual h Legend. We absolutely loved the car and intended to replace it with another Acura - EXCEPT! Our Acura dealer's service department was a continual hassle. On the recommendation of a friend we investigated Lexus of Wilmington, liked what we saw and bought my wife a 1997 ES300. We have subsequently bought a 1999 RX300 and 1995 RX330. We have liked our Lexus vehicles very much, and while our buying experience was relatively pleasant, the real reason for continuing to buy Lexus from (now)Koons Lexus has been our service experience which has been excellent. We have worked with George Shaer for most of our Lexus experience and have found him to be the epitome of customer service. He knows our driving habits and our vehicles and is able to help us make service decisions that keep our driving safe and reliable while helping us to contain service costs. I suspect that he could sometimes generate more service revenue from us, but by extending the customer care he does, we are committed to him and ultimately to Koons Lexus of Wilmington. More

On 4/15/11 I took my 2005 Lexus ES330 into Lexus of Wilmington for its 50,000 mile service and, as usual, dealt with George Shaer, one of the long-time service representatives there. I bought my first Wilmington for its 50,000 mile service and, as usual, dealt with George Shaer, one of the long-time service representatives there. I bought my first Lexus at Lexus of Wilmington in 1993 and we have since bought two more. One of the principal reasons I am so positive about Lexus as a brand is the quality of the service experience. I have been dealing with George for 17 years now. He knows our cars and their service records individually. He provides not only efficient and knowledgeable management of the service process, but expert consultation and advice about service issues as well. It is hard for me to imagine how he could do his job better from my perspective. Lexus of Wilmington understands that time is a very valuable commodity for their service customers, and they have designed their customer interaction process to be very efficient without compromising the quality of the communication that is required. Their provision of loaner cars is a major asset for busy customers, as is their ability to provide those loaners with an absolute minimum of time and paperwork involved. Since many of the loaners are new Lexuses, I suspect a number of new car sales are ultimately generated from people who drive them. I know that was the case for my wife and myself. But the main way the Service Department helps to generate new sales is just the overall ease of the service experience and the quality of the work they do. I would hate to have to go back to any other auto service department that I had experienced before I started with Lexus. More

Having had 7 Lexus vehicles to this point, I can honestly say that I have always enjoyed my experiences . From reception ,to sales ,and most importantly service. Though it is safe to say that some experienc say that I have always enjoyed my experiences . From reception ,to sales ,and most importantly service. Though it is safe to say that some experiences were better than others , none were ever unpleasant.Every effort is made to make the customer experience memorable. Youare made to feel like "family " when you walk in and every effort is made to make you feel comfortable while you are there. More

We purchased a Lexus about 2 years ago from KOONS which is located almost 3 hours from our home. I was in the area and decided to stop as I was having a problem with the bluetooth connection in the car. is located almost 3 hours from our home. I was in the area and decided to stop as I was having a problem with the bluetooth connection in the car. A very nice sales person came out, his name was Doug Horst, he was very courteous and helpful. He told me they have never seen a problem with the bluetooth connection and it was usually owner cell phone problem. We walk into the service department and he ask Lanny Hamilton, assistant service manager, his attitude was not very friendly toward the salesperson and it was very embarrassing for him and me. So Doug went to Leigh Encarnacion the customer service manager. She was SO helpful and explained how we disconnected the bluetooth by accident. She was very thorough, friendly, new how to operate the car system. I was very impressed and very appreciated. I feel that Doug Horst and Leigh Encamacion are a great asset to KOONS LEXUS Lanny not so much unless he was just having a bad day. Florence Scarangella 35 Daisey Ave Ocean View, DE 19970 302 539 1247 More

I was in search of a pre-owned car since my old faithful decided to give up. Jim Koons Automotive was my first choice since my wife had made her last 2 purchases with them. I visited several different koons decided to give up. Jim Koons Automotive was my first choice since my wife had made her last 2 purchases with them. I visited several different koons locations with Lexus of Wilmington being my first. The car i was interested in initially was sold like a couple of hours before i got there, but Doug and Jeff still were more than willing to allow us to test drive 2 others before leaving even though they were past their closing time. We left without making a purchase and continued to search other locations including Koons Annapolis Toyota, Koons Tysons Corner Toyota, Koons White Marsh and others. Representatives from all locations followed up in the days following. About a week later we got a call from Koons Lexus with information on a new promotion. We got there the next day and fell in love with a 2005 ES330 with the super low odometer reading of 15280 miles. Half way through the processing of the paperwork we saw another one that we had overlooked and asked if we could see that one. Doug was more than willing to assist even though we were halfway through the process on one car. We ended up looking at a couple more but in the end we stuck with our original decision. It is no surprise that we ended up right back where we first started our search as Koons Lexus was certainly a cut above the rest. The proffessionality, patience and warmth that Doug, Alex and the rest of the team displayed exemplified what true costomer service should be. In the weeks proceeding, we kept in contact as we took care of the necessary issues to complete the sale. Everytime i speak to a rep from Koons Lexes, whether by phone or in person, i am impressed. I would definately reccomend Koons Lexus to anyone in search of a car. More

I visited Koons Lexus is search of a used Lexus LS. The general manager introduced me to Doug Horst to assist me. Doug advised me that they had a new showroom for their used inventory and took me to the l general manager introduced me to Doug Horst to assist me. Doug advised me that they had a new showroom for their used inventory and took me to the location. The inventory was excellent and in no time at all I had selected the vehicle I wanted to purchase. From that point on Doug was amazing in his knowledge of the automoble and assiting me in a hassell free purchase. I must add that the used car general manager was also a pleasure to deal with. Doug's knowledge of the automoble and his overall assistance made my experience truely unique and pleasureable. More

I purchased my Lexus in 2000 and it was actually a pleasant experience! The salesperson was SO friendly and honest. She is no longer working there or I'd mention her name. I have been taking my car ba pleasant experience! The salesperson was SO friendly and honest. She is no longer working there or I'd mention her name. I have been taking my car back to Lexus of Wilmington for 11 years and have always had fantastic service. I am especially impressed with the prompt and courteous attention from both George Shaer in the Service Dept and Leigh Encarnacion in Customer Service. In all those years my car has been ready when promised except for one time...and that time only an additional half hour was needed. I am always provided with a new, clean loaner when I am not able to wait for my car. The waiting room is attractive and comfortable and a wide selection of beverages is always offered. I would highly recommend this dealer to anyone who is looking for quality service as well as wishing to be treated with courtesy and respect. More

I would like to commend Leigh Encarnation, who in serviced me on the rather complex blue tooth / cell phone setup, a feature I had not used since I bought the RX about 18 months ago. Leigh did an ex serviced me on the rather complex blue tooth / cell phone setup, a feature I had not used since I bought the RX about 18 months ago. Leigh did an excellent job both programming and showing me how to program this nice hands free telephone feature. Also, I brought my 350 RX in for its 20M mile maintenance. As usual, the service and courtesy of the service folks was excellent. I enjoyed working with Al over the 11 years and 3 cars I have brought from this dealership. He goes the extra mile whenever necessary. More

I have had several Lexus' since 1993 and the service department is the number one reason I keep coming back. They all have great personalities and are wonderful to work with every time I come in for ser department is the number one reason I keep coming back. They all have great personalities and are wonderful to work with every time I come in for service. I truly enjoy taking my car in for service! Not a chore at all. More

My daughter saw a 2008 IS250 online at Koons and her and I went and met Ronny. He made my duaghter feel comgortable with our decision to purchase the IS. It was exactky the color she was looking for and Ron I went and met Ronny. He made my duaghter feel comgortable with our decision to purchase the IS. It was exactky the color she was looking for and Ronny gave us a wealth of information about this vehicle including the certified warranty. It was like purchasing a new vehicle. He was easy to talk with and he had no hidden agenda. I would recommend Konns and especially Ronny to anyone looking for a new or used vehicle in the future. Thanks Fran Chudzik More