Lexus of Wilmington - Service Center

George Shaer corrected a problem that was caused by another dealership when I was on a trip. He did an excellent job as always making sure everything was done correctly and went out of his way to make another dealership when I was on a trip. He did an excellent job as always making sure everything was done correctly and went out of his way to make sure my car was right and I was sadisfird with the outcome.He is my "go to" service person. More

LEXUS WAS VERY FRIENDLY AND EVERYONE GOES OUT OF THEIR WAY TO MAKE YOU FEEL COMFORTABLE AND FEEL WELCOME. THIS DEALERSHIP WORKS VERY WELL TOGETHER AND HAS EXCELLENT CUSTOMER SERVICE. I LOOK FORWARD TO GOI WAY TO MAKE YOU FEEL COMFORTABLE AND FEEL WELCOME. THIS DEALERSHIP WORKS VERY WELL TOGETHER AND HAS EXCELLENT CUSTOMER SERVICE. I LOOK FORWARD TO GOING BACK. More

Got my new RX 350's first 5k service done here. Service intake process has room for improvement compared to the non-luxury brand service showrooms. The service advisor licked his finger in front of Service intake process has room for improvement compared to the non-luxury brand service showrooms. The service advisor licked his finger in front of me and wiped off a scuff in the car before delivering. Paint near the lug nuts on the wheels was damaged badly during tire rotation. A service loaner's wheels were exchanged for the damaged wheels on my car. The car now drives roughly with these new wheels and not sure if its because of any inherent issue with the swapped wheels. The service manager initially apologized when this incident was reported and mentioned that it was not classy for a Lexus service advisor to lick his finger to wipe off a scuff. The service manager also tried to show the wheels on the car that he was driving mentioning that the paint damage can be expected during servicing but unfortunately, the wheels on the car that he was driving had zero paint issues when both of us looked at them closely although his car was serviced a few times. I was initially skeptical if we can accept the solution of swapping the service loaner's wheels as it did not come with my car. We did not have any choice and I felt that the service manager was not polite during one of these discussions on the phone when he offered this take it or leave it deal. This whole incident could have been easily avoided if proper care was taken while servicing the car. Although the service shop considers this issue 'resolved' , it just left an overall bad service experience for me for a new luxury car having to re-think if this is how Lexus operates their service shops. More

We have been happy Lexus of Wilmington owners for 20 years. There is nothing they won't do to try to please their customers, who they treat like family. The facility is awesome and service is A1. The c years. There is nothing they won't do to try to please their customers, who they treat like family. The facility is awesome and service is A1. The cars are great. On the rare occasion of a problem, everyone steps up and tries to help. We hope to be part of their family for a long time. More

Was greeted immediately when I pulled into the service department. Very clean and pleasant facility with courteous personel. My sales person asked relevant questions and was able to provide me with servic department. Very clean and pleasant facility with courteous personel. My sales person asked relevant questions and was able to provide me with service options that were within my budget while addressing the issues I was having with my vehicle. I was provided with beverages, snacks, and a comforable area to access wi fi and make phone calls while I waited a short period of time for the results of my vehicle's overview. They provided me with a loaner car for one day until my vehicle was completed. Overall experience was excellent!!!!!! More

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