Lexus of Wilmington

My husband and I were shopping for a lease at a Lexus dealership in a different location. We were receiving unsatisfactory service at that dealership when a coworker of mine suggested trying Koons of Wi dealership in a different location. We were receiving unsatisfactory service at that dealership when a coworker of mine suggested trying Koons of Wilmington. We begrudgingly decided to take a ride to check them out. We met with Tom Rae who was very knowledgeable and patient with us throughout the process. After going over financials, we decided to purchase a certified preowned. The general manager, Alex Hafer, personally came and went over the numbers with us. He was amazing! I cannot say enough good things about the customer service at Koons Lexus of Wilmington. We will definitely be customers in the future and look forward to continuing this new relationship. -The Hatt's More

Working with Doug was great, he was very easy to talk to and listened to my needs. In the end we found a way to get me the used car I wanted for a little less than expected. The only part of the experienc and listened to my needs. In the end we found a way to get me the used car I wanted for a little less than expected. The only part of the experience I that was not excellent was the other associates did not smile when smiled at, which surprised me, given that they were sales staff. I don't know if that's part of the Luxury experience or just a fluke, but it was noticeable. The recenty renovated building is gorgeous and nicely air conditioned. 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

My husband and myself have known John Skehan for the past 3 1/2 years now; ever since we stepped into the dealership in Wilmington. He walked up to us and extended his hand. He was courteous,informative and 3 1/2 years now; ever since we stepped into the dealership in Wilmington. He walked up to us and extended his hand. He was courteous,informative and answered all our questions. We bought our first Lexus and were thrilled with it and all the staff (including the car wash every time after service. John was very patient with us showing how to work all the gadgets. During the years, we have gotten to trust John to give us the right answers and all the equipment we want in our cars. We now are on our second Lexus and as long as John remains at Lexus of Wilmington so will we. Matt & Joyce Mazur More

This purchase experience by far exceeded our expectations. We initially worked with Leigh who eventually turned us over to Tony. From the moment we walked into the dealership, everyone we came i expectations. We initially worked with Leigh who eventually turned us over to Tony. From the moment we walked into the dealership, everyone we came in contact was courteous and friendly. Leigh and her staff took great care us, and allowed us sufficient time to drive the vehicles of our choice. They were very accommodating and informative. My 6 year old was with us and the staff even made her visit very pleasant. This dealership truly treated my family exceptionally well and without hesitation, I can say they did everything right when I came to car purchasing experience. More

AWESOME Customer Service. I began my search for a RED ROCKET aka Lexus SC430 about a year ago after selling my HD. Due to back issues created in Iraq I could no longer balance a large MC. A nice conver ROCKET aka Lexus SC430 about a year ago after selling my HD. Due to back issues created in Iraq I could no longer balance a large MC. A nice convertible was in order. I tried out many other brands of hard and soft top convertibles and always came back to the Lexus. A very quiet ride with the top up and very cool with the top down. WOW factor of 10. So now about Koons Lexus, called and spoke with Dan Hayes, very cordial, professional and not pushy. I hate high pressure salesman. I knew what I want and they had it. Checked out shop work that had been done etc. A very beautiful Red SC430 with saddle leather interior. And the best part was it only had 27k on it and a 2003. Emails back and forth and telephone conversations etc. Gave Dan a deposit, flew into Philly, he picked me up and off to the dealership we went. Had to go to the storage facility to see the car first. Just as advertised and presented. Another short ride to the actual dealership, paperwork in order, some orientation, a check of the wind sock and off I went northbound. Made better time headed north than expected (most likely driving too fast but way fun). Arrived home and put this beauty in the garage and pinched myself. Still could not believe I had actually gotten the car I wanted, color and all. Oh actually got a service plan at a very reasonable rate, 3yrs or 36k. Two hats and two key fobs, very nice little additions. On the way home speaker in the front was crackling and I had forgot to have them put on the front license plate bracket as required in NH. Went to the local dealer and had a new speaker and the bracket installed and got a reimbursement check in the mail shortly after!!!!! Love this car, the follow up by Leigh was another great PLUS for Koons Lexus,she went out of her way to insure I was a happy customer. I will always consider this dealership for their honesty and integrity and customer service. SO if you see a red flash go by you and you happen to catch the NH Veteran license plate on the rear R-RCKT that would be my wife Trish and I out just have fun!!! 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

I purchased my first Lexus IS from Koons Lexus of Wilmington July 2011. I actually called the dearlership to inquire about my desired vehicle and I was fortunate to speak with Randy O'Brien in the sa Wilmington July 2011. I actually called the dearlership to inquire about my desired vehicle and I was fortunate to speak with Randy O'Brien in the sales department. Randy found the perfect Lexus IS just for me. I was truly taken aback by his knowledge of Lexus vehicles, professionalism and customer service. He also took the time to review the features in my car and advised me to call him anytime if I had any questions. This was the best car buying experience for me until March 29, 2012. I honestly thought it couldn't get any better but I was wrong. I called Randy once again to discuss the purchase of Lexus ES. Thanks to Randy I drove my brand NEW Black 2012 LEXUS ES 350 off the car lot on March 29th, 2012. The experience was better than the first. Once again he provided EXCELLENT Customer Service. He reviewed all of the new features such as the navigation system, Lexus Telematics services and he actually programmed my cell phone. I can not begin to express the excitement and satisfaction I felt when I drove my new Lexus ES for the first time. Randy, please know your assistance with the purchase of my Lexus IS and Lexus ES is greatly appreciated!! You are the best!! In a couple of years, you will recieve a third call from me... When I'm ready to purchase the Lexus GS!!! Lynette Harris More

We have been dealing with Koons Lexus of Wilmington for years now. We are on our second RX350. We just love Lexus brand vehicles. We have been working with everyone over the years and have been very satisf years now. We are on our second RX350. We just love Lexus brand vehicles. We have been working with everyone over the years and have been very satisfied. The most recent purchase was a 2009 rx350 certified. Even though after a few miles we found a couple of items that needed attention the team at Koons jumped right on it and took care of it. Dan Hayes was so easy to work with, he makes you want to come back next week and buy another vehicle from him, the experience was so pleasant. Leigh Encarnacion is outstanding! I have never met anyone quite like her! She makes you feel like family, it is an amazing experience. You feel like you have known her for years....Her follow up to requests are prompt, and she goes way out of her way to make sure you are happy with your ownership experience. Her excellent interpersonal skills are natural, she is truly interested in what you have to say. She gets a five star rating! The dealership is undergoing a major upgrade, I am impressed with all the teams and how they are working around all the construction. Jim Koons should be proud of this team. More