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270 Reviews of Lexus of Wilmington - Service Center
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September 30, 2015
Scheduled Service Outstanding Customer Service Great Customer Service! The Customer Service Rep and Service Consultant took care of my concern with the loaner car. He switched the loaner car to a Great Customer Service! The Customer Service Rep and Service Consultant took care of my concern with the loaner car. He switched the loaner car to a better one that i was comfortable in driving. Highly recommended. More
by quiem
Employees Worked With
Rob Payson
September 19, 2015
Poor service drive Additional problems always arose after recommended service was done. I had tried to call the service department multiple times beforehand to ask what Additional problems always arose after recommended service was done. I had tried to call the service department multiple times beforehand to ask what was wrong with my car and no one answered. Once I decided to just bring my car in, the people there were very rude. I would not recommend this dealership. More
by Li Wei
Employees Worked With
Bruce
September 08, 2015
Title Efficient, effective, pleasant service. Why is it necessary to expend 25 words when 4 are equally expressive. The problem with communication is the Efficient, effective, pleasant service. Why is it necessary to expend 25 words when 4 are equally expressive. The problem with communication is the use of more words than necessary. More
by Antiem
Employees Worked With
reeder
August 26, 2015
Friendly and courteous Staff I waited on my 25,000 factory recommended service with the plan to spend at least 2 hours at the dealership but Mo, my service specialist got me in an I waited on my 25,000 factory recommended service with the plan to spend at least 2 hours at the dealership but Mo, my service specialist got me in and out in about minutes with my car thoroughly washed also. Each time he passes by as I was waiting in the waiting room, he updated me, saying "we will get you out of here in ...minutes. He kept every word. I should not forget that he gave me a discount better than the coupon I had at hand. More
by Nikki
Employees Worked With
Mo
July 27, 2015
A difficult problem solved well by Koons Bruce Knapik, as usual, took very special care to solve my problem with Michelin tires which were producing strange sounds while driving. He went to b Bruce Knapik, as usual, took very special care to solve my problem with Michelin tires which were producing strange sounds while driving. He went to bat for me with the tire manufacturer and he was able to obtain 4 new tires for the car. First class service, done promptly and courteously. Well done!! More
by Happy Lexus camper
Employees Worked With
Bruce Knapik
July 26, 2015
Above and Beyond I have a nine year old SUV. When it went in for service I was doing two repairs that were scheduled. Mo asked me if everything else was fine and I r I have a nine year old SUV. When it went in for service I was doing two repairs that were scheduled. Mo asked me if everything else was fine and I replied that I thought so but mentioned some things that I had observed as I was driving it in for the service. He wrote them down and I left. Very quickly I was notified that there were a couple of other items that needed to be addressed. To shorten a very long story Lexus was extremely helpful in helping me resolve some pretty complicated repairs. Lexus of Wilmington and Mo went above and beyond what I would have expected from any dealership. I now have my SUV back and it is just humming like new. THANKS. More
by car-o-line
Employees Worked With
Mohamed Sidik
July 20, 2015
Unhappy My husband and I purchased a Lexus RX350 in June 2013 from Lexus of Wilmington. While we were buying the car, we experienced excellent service. We wer My husband and I purchased a Lexus RX350 in June 2013 from Lexus of Wilmington. While we were buying the car, we experienced excellent service. We were told that the dealership offered loaner cars whenever the car was brought in for oil change or service - and would pick up/drop off the car from our home. We were also told that if we broke down anywhere, to give them a call and they would meet us with a loaner car. The excellent service that we experienced that day, along with the promise of top-notch service in the future, had great influence on us buying the car from this dealership. We recommended them to all friends/family. Fast forward to our routine oil changes. We called Lexus of Wilmington to schedule our first oil change and request a loaner car/pick up and drop off. We were met with great hesitation, as if we were bothering them with our request. We were finally able to schedule. Each oil change after the first one became worse in the service area. Today, we had the car brought in for our 60,000 mile oil change. We were repeatedly pressured to purchase the 60,000 mile service package for $1,100, even once they had our car. When we declined, we were told, "fyi, we don't offer loaner cars for an oil change, so know that for the future", almost as if we were wrong for accepting the loaner car/were made to feel guilty. This completely contradicts what we were told when buying the car. I can no longer recommend this dealership to my family and friends. We plan to buy a second Lexus in the next year, but will purchase from another dealership. If you buy from Lexus of Wilmington, be sure to get everything that they promise you in writing, before buying the car. After posting this review on Facebook, the dealership did call us to leave a voicemail. I felt no need to respond to the voicemail, as it was pretty clear that the "customer is wrong". In the voicemail, we were told that "(they) were sorry if a sales associate told us differently, but that (they) have worked at this dealership for several years and the loaner for oil/service was never your policy." I know what we were told at time of sale, we both heard the same thing, and in fact, we chose this dealership over another due to the policy. Also, I just spoke with a coworker who also is having this issue with this dealership. They were told all about the loaner car program and how a loaner would be dropped off to them for oil changes/maintenance/if they were to break down. They went to utilize the program, and were turned down. Buyer beware and get everything promised at time of sale in writing!! More
by KAYB2015
Employees Worked With
Service department
July 14, 2015
exceptional My experience with this dealership is exceptional mostly because of service advisor Rob Payson who is very easy to deal with and is always willing My experience with this dealership is exceptional mostly because of service advisor Rob Payson who is very easy to deal with and is always willing to work with you. It is because of him I take my Rx350 to Lexus of Wilm. for all my service needs. He should be highly commended. I also want to give kudos to Janice the cashier who always is very friendly and to Doug Horst, sales rep who always has time to answer any questions regarding new vehicles when I am just in for routine service. When the time is right I certainly will purchase another new vehicle from him. Cannot forget Leigh Encarnacion, with customer service, always very pleasant and friendly. These people are some of the employees that make Lexus of Wilmington a pleasure to deal with More
by bmmc
Employees Worked With
Rob Payson, Leigh Encarnacion, Doug Horst
July 03, 2015
exceeds customer service expectations Entered the service department with what I felt was a major problem. Jason analyzed it from the the technical and cost aspects. Leigh (customer servic Entered the service department with what I felt was a major problem. Jason analyzed it from the the technical and cost aspects. Leigh (customer service manager) and Debbie (technology expert) joined Jason to resolve my problem that satisfies both Koon's and me. Thanks to Leigh, Debbie, and Jason I am a very satisfied customer. More
by UTURN
Employees Worked With
Debbie and Jason, Leigh Encarnacion
June 28, 2015
Class Act - A role model for other dealerships!! I don't usually take my vehicles to the dealer for service, as I have a long time trusted mechanic. But, I had a warranty covered repair needed found I don't usually take my vehicles to the dealer for service, as I have a long time trusted mechanic. But, I had a warranty covered repair needed found by my own mechanic. He convinced me this dealership was well respected. I was doubtful, but they proved me wrong. Every person I dealt with, from answering the phone, receptionist, service advisor and lot attendants were pleasant and knowledgable. I didn't have to wait all day wondering if my car would be completed. They called and emailed immediately. I don't look forward to unanticipated service calls, but I would certainly not hesitate to trust this dealership. More
by shortstuff
Employees Worked With
Steve Martin
