Lexus of Wilmington - Service Center

Danielle Stevens was one the best Service representative we dealt with. She was professional, responsive, courteous, friendly, & helpful. we dealt with. She was professional, responsive, courteous, friendly, & helpful. More

I am a long time customer. A Lexus loaner use to be available. One of the Lexus staff use to be available to drive me back home, 5 blocks away. Sorry I was not at ease with the A Lexus loaner use to be available. One of the Lexus staff use to be available to drive me back home, 5 blocks away. Sorry I was not at ease with the new alternatives. I was quoted work that was found to be a duplicate from my last visit. When my car was finished, that was found out and was not duplicated, so atleast, that was good, so quoted estimate was almost halved. I also question whether my tires were actually rotated, since the uneven pressure on the tires reflected on my dash board, was the same as before the drop off. More

Rob Payson was my Service Advisor. He is very knowledgeable, helpful, and courteous. He is an asset to Koons Lexus of Wilmington. My older Lexus RX350 had factory build Quality issues He is very knowledgeable, helpful, and courteous. He is an asset to Koons Lexus of Wilmington. My older Lexus RX350 had factory build Quality issues on two occasions in the past 3000 miles that required replacement of the Climate Control Amplifier, Servos, and lastly a new A/C compressor. Repairing these items required major disassembly, repair, and replacement of parts inside the car and under the hood. On each of the occasions the RX was returned to me in expertly repaired condition, perfectly cleaned and looking like new. Great service! More

Koons Sales Representative Danielle Stevens is an exceptional person. She is patient, kind and thorough. She explains everything well and goes out of her way to help the customer!! exceptional person. She is patient, kind and thorough. She explains everything well and goes out of her way to help the customer!! More

The service department is excellent and Danielle is professional, knowledgeable and a pleasure to work with. professional, knowledgeable and a pleasure to work with. More

A mismatched tire is installed in our car! We purchased a Lexus certified pre-owned 2019 Lexus ES at this dealer in Aug 2021. We have been doing routine maintenance every 6 months at this de We purchased a Lexus certified pre-owned 2019 Lexus ES at this dealer in Aug 2021. We have been doing routine maintenance every 6 months at this dealer. All checked items were fine in the first two check up. However during the 3rd maintenance in Dec 2022 we were told that there are issues on both rear tires, brakes and alignment that require immediate repairs. When we prepared to send the car for service, we noticed that a MISMATCHED tire was installed at the right rear position, which has different size, width and load from the other three tires. We contacted KOONS for explanation. The service manager refuses to take responsibility and denies that a MISMATCHED TIRE can cause damage to the car. This is a business fraudulent and irresponsible behavior. It’s common sense that a mismatched tire can cause multiple damages to the car including excessive wear of tires, brakes and alignment issues, which is exactly happened to this car. More

Excellent Service. Sean Brigham called and explained in detail. Pickup & delivery car on timely manner. Sean Brigham called and explained in detail. Pickup & delivery car on timely manner. More

The service department is the best. So friendly and accurate. I drive 45 minutes to bring my car there for service So friendly and accurate. I drive 45 minutes to bring my car there for service More

Tim the service advisor is exceptional with customer relations. He honored warranty items at no cost to me even when the issues were attributed to sales department. Because of his reputation I’d feel c relations. He honored warranty items at no cost to me even when the issues were attributed to sales department. Because of his reputation I’d feel comfortable purchasing another car from Koons. Tim is worthy of highest praise Koons bestows in its exceptional team members. More

GREAT PEOPLE GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT GREAT More