Koons Lexus of Wilmington

UPDATE. Shane U. from Koons Lexus left a note to message him with our info and he would get right back to us — he wrote that he was concerned about the service dept getting caught ignoring their written price for a standard maintenance and overcharging my wife $ 500. I messaged him our info, even sent him a note directly to the dealership. Also filled out the dealerships online survey they sent me. After 6 weeks, have heard nothing in response. NOTHING.

I’d be hard-​pressed to buy anywhere else have TWO wonderful buying experiences here at Lexus of Wilmington. Both times, John Skehan went out of his way to ensure I had the BEST customer experience. This most recent time — earlier this week — John knew I couldn’t get in the for a test drive, so he brought the car to me. Who does that? I felt like Taylor Swift or something… Then, when I got in there to do the final paperwork and pick up the car, it was as smooth as could be… no surprises at all. Before I drove off with my car though, Matt, the technologist, spent a good amount of time with me so that I knew exactly how to use all the bells and whistles my new NX200t has to offer. Check them out. You cannot go wrong! Oh, and by the way, we have all of our service done here as well. They always treat us as if we are their one and only customer.

I purchased a 2010 Hs250H preowned from this facility. After a week or so, I was displeased with comfortability of the vehicle despite the superior fuel effeciency. I contacted the preowned sales manager, Kevin Glenn, who allowed me to swap the vehicle out at my convenience. The customer service provided is superior and unmatched in any of my prior vehicle purchase experiences. My sales rep was Dan, was a very nice guy. However, Kevin Glenn is a classy individual and very honest. I would encourage this facility anyone looking to purchase a preowned Lexus.

Have always went to Koons Lexus of Wilmington to get my 2008 LS460 serviced — will never go there again! Brought my vehicle to dealer because it was making clicking noise from brakes. Was told needed new brake actuator for $ 3,500. Was shocked because the car is 2008 and didn’t expect this from Lexus. Asked service mgr if there was anything they can do since the car was originally purchased from them and it was always serviced there. They refused and said nothing they could do. Contacted Lexus corporate and finally talked them into replacing as «goodwill». Several weeks late, went back to same dealership because noise was still there and now told that car needs 4 new control arms and needs another $ 3000+ in repairs. I told the service mgr (Greg) this was exact same noise I brought car in for a couple weeks ago but he was very rude and confrontational and just kept talking over me and said its different part and this is how much it will cost to get fixed. Asked to talk to GM (Alex) and he was not any help, just kept repeating the same thing over and over again like a robot. Tried to reason with them and stated they have made a ton of money in past from service of this car and this was same noise they just made $ 3,500 from replacing brake actuator but they refused to help. DO NOT GO TO THIS DEALER! Everyone besides Leigh is rude and incompetent. Always had a feeling that the people working in service dept were scam artist and this just solidfied it. Learn from my mistake — go to another dealer or mechanic and get a second opionion before letting this dealership scam you into hundreds and thousands of dollars in repairs!

Purchased a certified RX 400h from here today, but why I kept getting the feeling I’ve experienced better… The only reason you’re getting 3 stars instead of 2 is because I LOVE your cleaning lady! I seriously thought about going somewhere else, but the janitor I encountered in the bathroom was my selling point for this dealership. My sales guy Chuck was a great guy and so he was another pleasant bonus to the overall experience, but I just wished everyone else there had their –ish together. I would prefer getting my answers when I ask not once I’ve driven the hour there, but I guess that’s part of the car selling business. BTW, thanks for the phone call you never gave me Andy the finance guy. LOL… Thank goodness I wasn’t holding my breath waiting for his call or else I would be dead. I refuse to change my rating since it is my rating based upon my overall experience, but next time please do not tell me one thing only to tell me what you told me isn’t the whole truth or someone gave me misinformation. I must say though their used showroom that was once upon a time a skating rink is impressive! Last but not least I love my car!!!