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May 2025 by P F
I bought my first Lexus from the original dealership in 2001 a certified used 1998 LS 400 from Bobby Jones. I drove my car for 19 years. Back then the customer came first and my service needs were met above and beyond expectations. Present day purchased a 2018 ES350 in 2020 from Newark Toyota World the car I brought in for service due to diagnostic that had to be addressed by a Lexus dealership. What service advisor Rob Payson needs to remember that not calling to give updates, phone tag having others answer and just total lack of professionalism or me calling and getting that old cliche “ I was just about to call you” hurts your profit line. Surprise!!! Probably did not know that I am so well educated in business practices. Customer retention and loyalty are the sole responsibility of a service advisor even more than sales. Once the car is sold and expectations are not met providing service/ maintenance of the vehicle people move on to other dealerships and rightfully so.
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April 2025 by Elizabeth Schneider
At Lexus of Wilmington, Bri Collins was so friendly, knowledgeable, and helpful in our purchasing experience. There was no pressure and he was very accommodating. We would recommend him as a salesperson!
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April 2025 by Linda Hayes
Rob was my service advisor and because of his lack of professionalism and HORRIBLE communication, I had the
worse customer experience that I've ever had at this Lexus dealership!!
He made me feel as if I was not not a priority and unimportant!!! My car was in the Lexus garage for 8 days and during this time
Rob did not respond to several of my texts messages and calls or was extremely delayed in returning my calls. He took 6 out of the 8 days supposedly trying to save me money (which never happened) by finding a used part and to see if the car could be welded. Each task should not have taken more than a day or so. Every time that I did get the chance to speak with him there was a different excuse as to why things were taking so long. I was not even given a loaner car (I asked the 1st day when I dropped off my car). This has not been the typical Lexus way. Over the past 12 years, I have always been able to get a loaner. This long process and lack of communication not only left me without transportation for over a week but also left me feeling a bit uncomfortable about what may be happening to my car. 👀
The communication was so bad that the service dept at Lexus of Wilmington has lost a good customer who has been having her car serviced there for over 12 years. It's a shame that it had to come to this but I refuse to go through this again!!
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January 2025 by Steven B. Mason
Great on time service every time. Same service when picking up parts as well!
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October 2024 by Charles Ritvalsky
Man these young guys are on fire. The energy isn't a yesterday you need this to get that. They are eclipsing upon all the Light they can soak up. The service is commedable particularly sales, detailing wasn't bad and the Black Coffee was superb
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September 2024 by TONY T.
Go somewhere else if you can. Nice building/rookie staff
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June 2024 by Joel Repass
Poor service with a premium price.
Update: I called Leigh and aired all my grievances. These included parts they broke during service that should’ve been replaced but weren’t, shoddy work done to the car(mainly the wiring), leftover parts in the engine bay that should’ve been discarded, they broke the sending unit and then tried to charge me for a new one, and a fuel leak at the Schrader valve after they ran fuel tests. Another mechanic later informed me that my car could’ve caught fire, and I was fortunate that it didn’t. Additionally, they left the windows open, resulting in wet upholstery inside the car that was damaged as a result of this. They also provided an unprogrammed new key and repeatedly lied over the phone telling me they ordered parts and then I’d call a week later and they would tell me they needed to order the parts forgetting they had already told me they had ordered them. I would drive by the shop every day and I would never see the car being worked on. Rob, my service advisor, never once called me during the service process and my car was there for months. Leigh initially promised to address these issues if I sent an invoice from the other mechanic, but she never followed up. I know this sounds like another angry review but I promise this is the whole truth and nothing but the truth. If you’re younger or own an older Lexus, I strongly recommend avoiding this place due to their subpar service and extra charges. I was left with a hefty bill and nothing to show for it.
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June 2024 by Karen ALLEN
I had the worst experience with the service department. I had my gx470 , towed here and was told they could give me a replacement key. Amanda then call back to say that the software wasn't working and that she would keep me updated. Unfortunately, they never programmed my key and then lied about having the key. I will never come to this dealership to buy anything. We wasted our money having it towed here. We, had to end up calling a professional key smith
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May 2024 by Sohail Yousuf
Darren was amazing! I highly recommend him for your next purchase. Ask for him by name!
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March 2024 by K.C. Truong
Great services.
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March 2024 by Sheba Magembe
Very good service as always ??. My car was picked up, serviced fully, cleaned and returned back. I love their effectiveness.
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March 2024 by Marcy Wright
Excellent
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March 2024 by Bill Northey
Great service and completed very quickly.Service: General repairs & maintenance
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March 2024 by ClubMaster Steele
The service staff at Koons Lexus is always welcoming and eager to get through the process of servicing your vehicle and even just to answer any questions. I had a question on parts and my service agent Rob had a parts agent come out to answer my questions. Other staff members who were just passing by extended greetings and were very friendly. My service agent Rob was helpful as well as the parts agent. Great service all around at Koons.
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March 2024 by Folashade Fawehinmi
Courteous calls. Prompt arrival for pick-up and drop off.
Clarity about recommendations. Ability to recognize customer relationships with dealer. Smooth transaction with rep. Thank you for all that you do.
