Lexus of Wilmington - Service Center

On 1/13 i came in to get regular maintenance on my vehicle, i sat down with a advisor named Kevin Dowd and told him specifically I'm trying to spend as minimal as possible, being that i can go elsewhe vehicle, i sat down with a advisor named Kevin Dowd and told him specifically I'm trying to spend as minimal as possible, being that i can go elsewhere for cheaper maintenance, he legit handed me a tablet and says, can i get a signature and doesn’t overview or break down the work being done, he doesn’t even bring up the end price when i first sit down, if he had done any of that, this could have all been avoided, because i would have went elsewhere. He tells me the work will take 3-4 hours and i say okay…while waiting i get a text notification on the multi point inspection (as you can see below totally $0.00) and they had a few recommendations listed that i denied, because i planned on taking my vehicle elsewhere, a few hours go by and im told my vehicle is complete, i get back to the dealership and sit down with Kevin Dowd, he then in turn tells me my total, which is $500+ USD, i am totally confused at this point, i ask him respectfully, hey does my warranty not cover that? and i would like a accurate break down on what im being charged for before i make a payment, turns out Kevin Dowd is a new and inexperienced employee. He then goes to Joseph Sweitzer who is the service director and explains the matter, i am then called into a room where i am greeted with hostility, all i wanted was a accurate breakdown of the charges and to see if my 2 year warranty was intact to cover the charge, i was told my warranty did not in fact cover it because according to Joe Sweitzer it was 4 repairs over the course of 2 years which wasn’t to my knowledge, i asked him for a overview of my warranty, that he didn’t provide rather he tired to intimidate me, by saying he would call the POLICE on me as a paying customer, because i said i felt like i was being scammed, which was totally uncalled for and wholeheartedly Unjust behavior, i am African American young black male and we all know in this country interactions with police can easily go left, i felt belittled and i am genuinely leaving this review so that no one else of color has to go through what i went through on January 13th…ive reached out to headquarters and filled a report and even tried to speak with the GM Andrew Miler and was yet again greeted with hostility over the phone to the point i had to hang up these men Joseph sweitzer and andrew miller tried to belittle me as a african American male and claimed disrespect, when in fact i was trying to get my point across and get a understanding. I will not be spending another dime on maintenance at this establishment. More

Service Dept. Rob Payson goes above and beyond expectations every single time my car needed service. He has kept my Lexus on the road for 12 years. It looks & driv Rob Payson goes above and beyond expectations every single time my car needed service. He has kept my Lexus on the road for 12 years. It looks & drives like a new car thanks to Rob! More

Rob Payson always takes good care of me and my car. He provides excellent customer service and always give me good information as to what my car needs and why. Having your car serviced is never fun, bu He provides excellent customer service and always give me good information as to what my car needs and why. Having your car serviced is never fun, but he makes the experience easy and enjoyable. More

Desafortunadamente nuestra persona que nos vendió el carro estaba ocupado pero Anthony nos ayudó a hacer un appointment de servicio por nuestra guagua. carro estaba ocupado pero Anthony nos ayudó a hacer un appointment de servicio por nuestra guagua. More

Manager has been trying hard to communicate to lexus corporate about issue with car. However, no solution has yet to be provided corporate about issue with car. However, no solution has yet to be provided More

Rob was great in helping me have my Lexus serviced. I bought the extra warranty coverage and the service is top notch! I live almost 90 minutes away from Wilmington, but they pick up my car and deliv I bought the extra warranty coverage and the service is top notch! I live almost 90 minutes away from Wilmington, but they pick up my car and deliver it! And it always comes back shiny clean! More

I’m always satisfied with Lexus of Wilmington. They have been friendly and courteous, good service. The dealership is also very clean . They have been friendly and courteous, good service. The dealership is also very clean . More

Rob Payson has been servicing both of my cars for years. Couldn't be happier! Couldn't be happier! More

Rob was my service advisor and he’s been nothing short of communicative and great! 10/10 customer service and experience communicative and great! 10/10 customer service and experience More

Rob Payson has been my service advisor for a long time. I trust him to let me know what my car needs. I would not take my car to anyone else. I trust him to let me know what my car needs. I would not take my car to anyone else. More