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Lexus of Wilmington
Wilmington, DE
690 Reviews
This rating includes all dealership reviews, with more weight given to recent reviews.
Sales Price Transparency
Service Price Transparency
Trade-in Experience
Purchase Time
Finance Experience
Workmanship
Service Time
Service Communication
Hours
Sales/Showroom
Monday 9:00 AM - 8:00 PM
Tuesday 9:00 AM - 8:00 PM
Wednesday 9:00 AM - 8:00 PM
Thursday 9:00 AM - 8:00 PM
Friday 9:00 AM - 6:00 PM
Saturday 9:00 AM - 5:00 PM
Sunday Closed
Service
Monday 7:00 AM - 7:00 PM
Tuesday 7:00 AM - 7:00 PM
Wednesday 7:00 AM - 7:00 PM
Thursday 7:00 AM - 7:00 PM
Friday 7:00 AM - 6:00 PM
Saturday 7:00 AM - 4:00 PM
Sunday Closed
Parts
Monday 7:00 AM - 7:00 PM
Tuesday 7:00 AM - 7:00 PM
Wednesday 7:00 AM - 7:00 PM
Thursday 7:00 AM - 7:00 PM
Friday 7:00 AM - 6:00 PM
Saturday 7:00 AM - 4:00 PM
Sunday Closed
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Showing 690 reviews
July 21, 2015
Exceptional When I first arrived at Lexus of Wilmington I was greeted by Doug Horst. The fact that I was approached by Doug within the first few minutes of my ar When I first arrived at Lexus of Wilmington I was greeted by Doug Horst. The fact that I was approached by Doug within the first few minutes of my arrival spoke volumes to me. I'm a 29 year old woman who was on the way to the gym that evening so I was not dressed as appropriately as I had liked. That did not matter to Doug. Not too many people would have taken the time to answer all my question. Doug treated me with the utmost respect. He showed me the many features of the IS 250. Doug also assured me that I didn't have to settle for something in his dealership's inventory and that in the event the car of my dreams was not available, he would be able to find it for me (fortunately my new purchase was available that day). It is due to Doug's professionalism that I will forever be a customer of Lexus of Wilmington and will highly recommend them. More
by MegB
Employees Worked With
Doug Horst
Helpful July 20, 2015
Unhappy My husband and I purchased a Lexus RX350 in June 2013 from Lexus of Wilmington. While we were buying the car, we experienced excellent service. We wer My husband and I purchased a Lexus RX350 in June 2013 from Lexus of Wilmington. While we were buying the car, we experienced excellent service. We were told that the dealership offered loaner cars whenever the car was brought in for oil change or service - and would pick up/drop off the car from our home. We were also told that if we broke down anywhere, to give them a call and they would meet us with a loaner car. The excellent service that we experienced that day, along with the promise of top-notch service in the future, had great influence on us buying the car from this dealership. We recommended them to all friends/family. Fast forward to our routine oil changes. We called Lexus of Wilmington to schedule our first oil change and request a loaner car/pick up and drop off. We were met with great hesitation, as if we were bothering them with our request. We were finally able to schedule. Each oil change after the first one became worse in the service area. Today, we had the car brought in for our 60,000 mile oil change. We were repeatedly pressured to purchase the 60,000 mile service package for $1,100, even once they had our car. When we declined, we were told, "fyi, we don't offer loaner cars for an oil change, so know that for the future", almost as if we were wrong for accepting the loaner car/were made to feel guilty. This completely contradicts what we were told when buying the car. I can no longer recommend this dealership to my family and friends. We plan to buy a second Lexus in the next year, but will purchase from another dealership. If you buy from Lexus of Wilmington, be sure to get everything that they promise you in writing, before buying the car. After posting this review on Facebook, the dealership did call us to leave a voicemail. I felt no need to respond to the voicemail, as it was pretty clear that the "customer is wrong". In the voicemail, we were told that "(they) were sorry if a sales associate told us differently, but that (they) have worked at this dealership for several years and the loaner for oil/service was never your policy." I know what we were told at time of sale, we both heard the same thing, and in fact, we chose this dealership over another due to the policy. Also, I just spoke with a coworker who also is having this issue with this dealership. They were told all about the loaner car program and how a loaner would be dropped off to them for oil changes/maintenance/if they were to break down. They went to utilize the program, and were turned down. Buyer beware and get everything promised at time of sale in writing!! More
by KAYB2015
Employees Worked With
Service department
July 18, 2015
Phenomenal Staff I was referred here by a good friend who had a great experience buying a car here. To say the least, this place was phenomenal. What makes this dealer I was referred here by a good friend who had a great experience buying a car here. To say the least, this place was phenomenal. What makes this dealership so great to me is the outstanding down-to-earth customer service I received when browsing. My dealer (Alex Cordero) was very honest and always kept my satisfaction his top priority. He made the buying process such an elegant experience, I would absolutely recommend to anyone looking to get a great deal, at a reasonable price, along with outstanding service. More
by elorm
Employees Worked With
Alex Cordero
July 14, 2015
exceptional My experience with this dealership is exceptional mostly because of service advisor Rob Payson who is very easy to deal with and is always willing My experience with this dealership is exceptional mostly because of service advisor Rob Payson who is very easy to deal with and is always willing to work with you. It is because of him I take my Rx350 to Lexus of Wilm. for all my service needs. He should be highly commended. I also want to give kudos to Janice the cashier who always is very friendly and to Doug Horst, sales rep who always has time to answer any questions regarding new vehicles when I am just in for routine service. When the time is right I certainly will purchase another new vehicle from him. Cannot forget Leigh Encarnacion, with customer service, always very pleasant and friendly. These people are some of the employees that make Lexus of Wilmington a pleasure to deal with More
by bmmc
Employees Worked With
Rob Payson, Leigh Encarnacion, Doug Horst
July 03, 2015
exceeds customer service expectations Entered the service department with what I felt was a major problem. Jason analyzed it from the the technical and cost aspects. Leigh (customer servic Entered the service department with what I felt was a major problem. Jason analyzed it from the the technical and cost aspects. Leigh (customer service manager) and Debbie (technology expert) joined Jason to resolve my problem that satisfies both Koon's and me. Thanks to Leigh, Debbie, and Jason I am a very satisfied customer. More
by UTURN
Employees Worked With
Debbie and Jason, Leigh Encarnacion
June 30, 2015
Very Courteous and Professional The entire team at Koon's Lexus was first class and our purchase experience was pleasant and without any unnecessary drama. We changed our minds a nu The entire team at Koon's Lexus was first class and our purchase experience was pleasant and without any unnecessary drama. We changed our minds a number of times on delivery date and time and the folks at Koon's responded, never dropping the ball. This is our fourth consecutive car bought from the Lexus of Wilmington dealership. More
by debscar
Employees Worked With
Don Reeder, Doug Horst
June 27, 2015
Class Act - A role model for other dealerships!! I don't usually take my vehicles to the dealer for service, as I have a long time trusted mechanic. But, I had a warranty covered repair needed found I don't usually take my vehicles to the dealer for service, as I have a long time trusted mechanic. But, I had a warranty covered repair needed found by my own mechanic. He convinced me this dealership was well respected. I was doubtful, but they proved me wrong. Every person I dealt with, from answering the phone, receptionist, service advisor and lot attendants were pleasant and knowledgable. I didn't have to wait all day wondering if my car would be completed. They called and emailed immediately. I don't look forward to unanticipated service calls, but I would certainly not hesitate to trust this dealership. More
by shortstuff
Employees Worked With
Steve Martin
June 15, 2015
Lexus of Wilmington Prompt & Courteous Over the years, the service staff at Lexus of Wilmington have been courteous, caring, professional, and prompt in addressing my concerns and providing Over the years, the service staff at Lexus of Wilmington have been courteous, caring, professional, and prompt in addressing my concerns and providing exceptional service. I would especially like to thank Rob Payson, Assistant Service Manager for making me a priority and keeping me safe. Thank you. Claudia Wright More
by CCW2015
Employees Worked With
Rob Payson
June 15, 2015
Mr. Sidik's Although the caring and personal assistance and service provided by everyone with whom we came in contact since purchasing the automobile, it is imper Although the caring and personal assistance and service provided by everyone with whom we came in contact since purchasing the automobile, it is imperative that we state unequivocally the outstanding personal service that Mr. Sidik offered to our needs. he was so directly consulting with us about the status of the automobile that, prior to picking it up, we wanted his own deriving test so that we would feel comfortable of receiving it in the shape we expected. As an educator (retired) I must express the feeling that someday when a position becomes available, Mr. Sidik perhaps should be considered for training duties of newcomers and for renewals of all employees in his field. More
by toulapad
Employees Worked With
Mo Sidik
June 08, 2015
Excellent Experience...As Always Koons Lexus has been an excellent dealership for me for years. The sales department is fantastic and responsive. Pernell J Pressey was the lates Koons Lexus has been an excellent dealership for me for years. The sales department is fantastic and responsive. Pernell J Pressey was the latest salesman I used and he was great! I have bought 5 Lexus from this dealer and every experience has been awesome. The service department is also excellent. They truly care about you and your vehicle. I recommend them highly. More
by Rob M.
Employees Worked With
Pernell J Pressey, Robert Nestor
