Lexus of Wilmington - Service Center

Dealership is horrible to work with. Do not go there for service and strongly recommend going to another dealership. Brought my 08 LS460 there for brake noise and was told needed a $3800 brake actuator. The service and strongly recommend going to another dealership. Brought my 08 LS460 there for brake noise and was told needed a $3800 brake actuator. They were not willing to do anything even though the car has always been serviced there. Called Lexus corporate and finally talked them into goodwill fix and lexus repaired at no charge. Several weeks later, went back to dealership because of same noise and now told needed new control arms and will cost $3200. Tried to explain to service mgr and he just kept interrupting and very rudely said there's nothing they will do and it was separate issue even though noise was same. Asked to speak to GM and he was no help at all. Just kept repeating same thing over and over again. Couldn't believe they would put someone like that in charge of a Lexus dealership. Learn from my mistake. Before you get any work done or buy a car from this dealer, go to another Lexus dealership and shop around to get another opinion!! More

I must say again, the service at Lexus of Wilmington for the first 2 years were exemplary, especially the Leigh Encarnacion, customer service representative. The January 2012 service fiasco made us very ap the first 2 years were exemplary, especially the Leigh Encarnacion, customer service representative. The January 2012 service fiasco made us very apprehensive but we accepted the following complimentary services: -35000 mile maintenance service -car detailed We asked while they had the car do they offer Pa.inspection and emissions. We were told they did and the fee would be approximately $70, so we scheduled Weds.6/6 and Thurs.6./7. After they picked up the car Weds. AM we received a call from Todd (service adviser) and were told the inspection could not be done without replacing 2 tires at about $550.00 plus front end alignment at about $150.00. We told them do not have the inspection performed at all but do the maintenance service and detail ONLY. We wanted to “shop” for 4 tires ourselves. We did not hear from Lexus so on the second day, Thurs. 6/7 at 4:30 PM, we called and were told by Todd that Greg Ritter (service manager) would call us. Needless to say, nobody called us. No call on Fri.AM until all of a sudden the driver showed up at our home about 10 AM. To our surprise the inspection was done with no note or explanation? The driver had no knowledge of any of the circumstances. In addition, the entire front bumper and outside mirrors were filthy and never touched, some detail job? We immediately called Leigh (customer service representative) and she said she would have Greg call us. We did not hear from him until a voice message on our home phone that he called (4:30 PM Friday). That was 6 HOURS after the driver left the car with NO EXPLANATION. Greg called again on Mon.6/11 He discussed with my wife the thirty- seconds of thread on the tire and Pa. law governing inspection criteria. That does not excuse the initial miss-communication, nor shall I say “incorrect/minimal/inconsiderate/delayed” communication of the service department and its manager Greg Ritter? To make matters worse,I found out later that he took the opportunity to “rehash and re-ignite the service fiasco” from January 2012 that the General Manager Alex Hafer stated in April 2012: “due to its closure ( service fiasco Jan.2012) not more time is necessary to be committed to it”. I guess Greg Ritter disagreed with Alex and decided he knew better. More

Over the past 2 years Lexus of Wilmington service was impeccable. Leigh Encarnacion has been a superb Customer Relations Individual. Unfortunately we have come across a very disturbing episode recently. impeccable. Leigh Encarnacion has been a superb Customer Relations Individual. Unfortunately we have come across a very disturbing episode recently. Let me explain: Prior to my 30,000 mile service of January 9, Greg Ritter (service manager) and I agreed on the phone that certain inspection items were to be performed on my vehicle and others were not. The agreed upon price he gave me was $325.00 complete. The next day I called and told him the invoice charges were in excess of $325. He told me he noticed the cabin air filter was very dirty so the technician replaced it at a cost of $46.00, with no charge for installing. Then there was a $10.00 charge for touch up paint. The total should have been $381.00 instead of $465.37 or an overcharge of $84.00. He said he would look into the difference and call back ( that was Jan.9). We waited a week but no call from him. Even after leaving several messages on his voice mail (he rarely responds), and the telephone tag game occurred, he still never took care of the issue for the past 2 months. I gave up on him and entered a dispute with the credit card company and the BBB of Delaware. My wife called the Customer Service Person (Leigh) Friday March 9. She called back to say the $84.00 credit would be issued. She said she spoke with Greg. Greg Ritter himself never had the common courtesy to call us directly nor apologize for his negligence. WE DESERVED THAT MUCH! I believed his word was his bond but now I am not sure? 4/3/12 Update:After a frustrating 3 month period, Leigh finally resolved the issue with the $84.00 credit to be posted to our credit card. More

Excellent customer service, very efficient and fast. Kimberly is always courteous and friendly and remember me by name. I enjoy having wifi available to me. Kimberly is always courteous and friendly and remember me by name. I enjoy having wifi available to me. More

I have purchased three Lexus vehicles from Lexus of Wilmington since 1997. From the very first meeting with Leigh in 1997, when she greeted me at the reception desk, I was impressed with her "happy to Wilmington since 1997. From the very first meeting with Leigh in 1997, when she greeted me at the reception desk, I was impressed with her "happy to see me," and upbeat attitude. With my latest purchase of a 2008 Lexus ES-350, she has patiently explained many of the great features. In her present position as Customer Relations Manager, she recently set up my blue tooth hands-free phone and downloaded all of my contacts from my cell phone. I love the handling and responsiveness my new Lexus. I am well satisfied with all of the fine professionals at Koons Lexus of Wilmington, including my friendly, problem-solving service experience with Greg Ritter. D.R. Murray Wilmington, DE More

Lanny Hamilton, Assistant Sales Manager at Koons Lexus of wilmington simply exemplifies customer service. I own a 2008 Ls460, ownership is a pleasure. I am pleased to have him as a representative of lexus an wilmington simply exemplifies customer service. I own a 2008 Ls460, ownership is a pleasure. I am pleased to have him as a representative of lexus and their pursuit of perfection, here is a believer. Thank you Mr. Lanny Hamilton. Michael Carter More

While I brought my car in for regular maintenance, I asked them to check the blue tooth phone connection as it stopped working for me a few months ago. Leigh Encarnacion and I went to the car to see if asked them to check the blue tooth phone connection as it stopped working for me a few months ago. Leigh Encarnacion and I went to the car to see if we could correct the problem. Leigh patiently tried a number of options until she got the blue tooth working again. I was very impressed with her patience and positive attitude. I have been coming to Lexus of Wilmington for 7 years (the length of time I have lived in Delaware) and have been pleased with the work and the staff but Leigh just went above and beyond. More

I was very statisfied with my first service experience at Koons. So far, all of the contact that I've had since the purchase of my Lexus has been very positive. Koons. So far, all of the contact that I've had since the purchase of my Lexus has been very positive. More