Lexus of Wilmington - Service Center

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

I have purchased three Lexus vehicles from Lexus of Wilmington since 1997. From the very first meeting with Leigh in 1997, when she greeted me at the reception desk, I was impressed with her "happy to Wilmington since 1997. From the very first meeting with Leigh in 1997, when she greeted me at the reception desk, I was impressed with her "happy to see me," and upbeat attitude. With my latest purchase of a 2008 Lexus ES-350, she has patiently explained many of the great features. In her present position as Customer Relations Manager, she recently set up my blue tooth hands-free phone and downloaded all of my contacts from my cell phone. I love the handling and responsiveness my new Lexus. I am well satisfied with all of the fine professionals at Koons Lexus of Wilmington, including my friendly, problem-solving service experience with Greg Ritter. D.R. Murray Wilmington, DE More

Lanny Hamilton, Assistant Sales Manager at Koons Lexus of wilmington simply exemplifies customer service. I own a 2008 Ls460, ownership is a pleasure. I am pleased to have him as a representative of lexus an wilmington simply exemplifies customer service. I own a 2008 Ls460, ownership is a pleasure. I am pleased to have him as a representative of lexus and their pursuit of perfection, here is a believer. Thank you Mr. Lanny Hamilton. Michael Carter More

While I brought my car in for regular maintenance, I asked them to check the blue tooth phone connection as it stopped working for me a few months ago. Leigh Encarnacion and I went to the car to see if asked them to check the blue tooth phone connection as it stopped working for me a few months ago. Leigh Encarnacion and I went to the car to see if we could correct the problem. Leigh patiently tried a number of options until she got the blue tooth working again. I was very impressed with her patience and positive attitude. I have been coming to Lexus of Wilmington for 7 years (the length of time I have lived in Delaware) and have been pleased with the work and the staff but Leigh just went above and beyond. More

I was very statisfied with my first service experience at Koons. So far, all of the contact that I've had since the purchase of my Lexus has been very positive. Koons. So far, all of the contact that I've had since the purchase of my Lexus has been very positive. More

LOVE this dealership! I absolutely rave over them! Koon's has a great business model!I've referred my colleague over there and he too just can't believe how great this dealership is! Honestly, as long as th has a great business model!I've referred my colleague over there and he too just can't believe how great this dealership is! Honestly, as long as they keep this business model I will not buy a car any place else and will continue to refer my friends and family to Koon's. More

Always a pleasure to go to this dealership, personnel is superb. Quality work always. Highly recommend Koons. Service is fast and reliable and very friendly. superb. Quality work always. Highly recommend Koons. Service is fast and reliable and very friendly. More