Lexus of Wilmington

I found the certified used car I wanted on line. Koons was, interestingly, pricing its used cars (at least the specific units I investigated) lower than other dealers, comparing apples to apples. And I n was, interestingly, pricing its used cars (at least the specific units I investigated) lower than other dealers, comparing apples to apples. And I note that Koons Lexus is a USAA certified dealership. For me that was nice to know. I contacted the dealership. I was given Doug at random. I went to see car, meet Doug, and get a valuation for my trade. It is clear to me that before Koons puts a car on its used certified list, much energy is spent making each unit as close to perfect as it can be. So kudos to the used car department. Kevin (the used car manager) gave me significantly more for my trade than 2 other dealerships (1 of which was a nearby Lexus shop!). Doug was pleasant and attentive. And NOT at all pushy (don't we all hate pushy car sales folks!) Doug was really more than fair all the way around. Some small adjustments needed to be made for me to want the car (I needed the normal wear and tear on the nose air dam cleaned up at the dealership's body shop, and a shift knob replaced due to wear). That was all done with little more than a single mention from me. And the nose job looks terrific! Having Doug work the deal felt almost like he was working for me rather than Koons. In fact, he told me of an as-of-yet unadvertised price reduction on the target car when I was prepared to do the deal at what turned out to be a higher price. He offered that lower price when I never would have known of it. How often do you hear of that happening! And so far the post-sale follow up is quite solid. Doug and his dealership are there if I need them. Already there have been a few minor questions (like how to get my iphone music running through the Bluetooth system). And Doug and his folks helped me, step by step, over the phone. I really feel that this dealership is not as interested in any single sale as it is in establishing great relationships that will last over time. And from this customer's perspective, that is very soothing to the soul. So if you are thinking about purchasing a used (and new, I am sure) Lexus, make the trip to Koons. Visit with Doug. It will be time well spent. More

I was informed during the test drive yesterday, the I was informed during the test drive yesterday, the internet price was nonnegotiable for the used 2005 ES. Really? No, thank you and sorry for the I was informed during the test drive yesterday, the internet price was nonnegotiable for the used 2005 ES. Really? No, thank you and sorry for the person who falls for that. 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

This was my 3rd purchase from Lexus of Wilmington. However, it was my first in a pre-ownwed certified Lexus. I had a new salesman this time. Lance Bartel and he was kind, knowledgeable and patient. I However, it was my first in a pre-ownwed certified Lexus. I had a new salesman this time. Lance Bartel and he was kind, knowledgeable and patient. I came in for service and left with a new car. He guided me through the pros of purchasing a pre owned car and most of all I did not feel mislead as a woman purchasing a car on my own. He was personable and responded to my questions and a follow up service needs. I had a concern and he sent me to Pernell Pressey who went above and beyond to make make sure I was pleased and my car was delivered to me in pristine condition. I even received a follow up call from both of these gentlemen encouraging me to call if I need anything else to make my purchase outstanding or any needs in the future. All of my hesitation and questions were made clear and I felt confident with the expertise of this team. M. Flores 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

After driving away in my new Lexus RX350 I can say that I am completely satisfied with my new purchase. From the first phone call with Alex Hafer followed by the thorough assistance of John Skehan, who expl am completely satisfied with my new purchase. From the first phone call with Alex Hafer followed by the thorough assistance of John Skehan, who explained so simply the car's dynamics to be understood by me, and finally to Drew Greene who took a complicated subject of financing and helped me find was was right for me which gave me the comfort of knowing that I had a great experience and a dealership to back me as I drove out the lot. I recommend Lexus of Wilmington to everyone. More

I have been a Lexus customer (Thompson) for over 20 years and have been very satisfied with the product and the service. I was looking to upgrade my ES300 and the Rx400h was my primary choice. I met with Dou and have been very satisfied with the product and the service. I was looking to upgrade my ES300 and the Rx400h was my primary choice. I met with Doug Horst that day and he spent a lot of time explaining every aspect of the RX to me. Doug was a true professional and gave me the feeling that ‘the customer does come first’. I can honestly say that I have NEVER had such a great experience in purchasing a car. I met with other members of your Lexus organization during the purchase process and their consistency in quality of service was outstanding. I would be amiss if I didn’t mention Drew, Ryan, Kevin and Pernell. I will certainly be a returning customer and will highly recommend Koons Lexus to my friends and family. More

I purchased a "Certified", 2010 RX 350 from Lexus of Wilmington, working directly with Carolyn Cohen and Kevin Glenn working in the Used/Certified section of the dealership. Below is an email Lexus of Wilmington, working directly with Carolyn Cohen and Kevin Glenn working in the Used/Certified section of the dealership. Below is an email I forwarded the day we picked up the car after "ALL" of the items we had discussed were directly addressed by various areas within the dealership. Overall a very positive experience starting with the sales process through delivery. Below is the text: "I wanted to convey how completely I feel my “issues” were addressed by Kevin, Themis, their staff and obviously others at Koons, Lexus of Wilmington. It’s not often that one can identify a list of issues as I did after the sale and initial delivery, having them “heard” and having them addressed completely and, as it turns out, without qualification. It’s obvious that the goal was to make sure the customer, that would be me, was ultimately fully satisfied with not only their purchase but how their concerns were addressed as an integral part of the sale. In fact, I believe that in several areas expectations were exceeded and the vehicle is certainly well qualified as a “Certified” Lexus. Thank you again for your efforts and I look forward to an ongoing association in the future." I would recommend this dealership, and have, to anyone who might ask. More

Koons Lexus went out of their way to ensure a pleasant buying experience. A pre-owned Lexus was purchased out-of-state, and they handled everything beautifully--securing financing, handling the paperwork buying experience. A pre-owned Lexus was purchased out-of-state, and they handled everything beautifully--securing financing, handling the paperwork, even facilitating the purchase of tags & title for the vehicle. They demonstrated a high level of customer service throughout the process and treated me as a loyal customer from the beginning. Would definitely buy from again. More

Carolyn was fresh and honest which are qualities that my wife and I found unique & refreshing. She was patient in showing us all the new technology & options. We felt no pressure to purchase and although it wife and I found unique & refreshing. She was patient in showing us all the new technology & options. We felt no pressure to purchase and although it was later in the evening she was in no hurry to get out of work. My wife was glad to work with a young female in this profession. We send our best wishes for Carolyn's future. Thank-you Bruce & Maureen LaPorte More