Lexus of Wilmington - Service Center

Service is outstanding at kOons Lexus of Wilmington. From the moment I walk into this dealership, I am treated with the utmost respect and a feeling like I am the only individual at the dealership. This is m the moment I walk into this dealership, I am treated with the utmost respect and a feeling like I am the only individual at the dealership. This is my fifth purchase from Koons and what keeps me coming back time and time again is the great service and the wonderful employees standing begin the Lexus philosophy. More

Went in for a regularly scheduled maintenance with additional deatailing (it needed it after 18 mos with me!).I was scheduled prompyly, offered a loaner, had an efficient drop-off, and it was finished additional deatailing (it needed it after 18 mos with me!).I was scheduled prompyly, offered a loaner, had an efficient drop-off, and it was finished before promised. George was friendly and took care of everything. My car looks and runs like new AND they took care of a little body work that I hadn't even asked about. More

I bought my 2005 Lexus ES330 At Koons Lexus of Wilmington and they also service it.Over the years I have dealt with a few Lexus dealers and I think that Koons Lexus of Wilmington is at the top of my list.Pic and they also service it.Over the years I have dealt with a few Lexus dealers and I think that Koons Lexus of Wilmington is at the top of my list.Pick up wash/vacuum is part of there service. They are very customer friendly I enjoy dealing with them. More

George Shaer is excellent! He really represents the dealership well and their goal to be the best in providing excellent customer service. I have bought two Lexus' from Koons Lexus of Wilmington and it dealership well and their goal to be the best in providing excellent customer service. I have bought two Lexus' from Koons Lexus of Wilmington and it is because of this great customer service that I go to them. More

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 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