Lexus of Wilmington

Lexus of Wilmington
2100 Pennsylvania Avenue
Wilmington, Delaware 19806

Sales: (302) 427-4400
Service: (888) 229-3313

Manufacturer: Lexus


Most Reviewed Employees
Dan Hayes Dan Hayes
Sales Representative
John Skehan John Skehan
Sales Representative
Randy O'Brien Randy O'Brien
Sales Representative
Doug Horst Doug Horst
New Car Sales Representative
Charles Rayson Charles Rayson
Sales Representative
Brittini Ferguson Brittini Ferguson
Receptionist
Brian Klecko Brian Klecko
Service Advisor
Bob Barrett Bob Barrett
Sales Representative
Bill Bulford Bill Bulford
Sales Representative
Anna Rousk Anna Rousk
Service Advisor
Need a New Car?

Dealership Amenities
After Hours Drop-Off
Cable TV
Customer Lounge Area
Free Coffee
Free Drinks
Free Loaner Cars
Free WiFi
Parts Store
Pet Friendly
Rental Car Service Onsite
Shuttle Service
Television

Hours of Operation
Sales/Showroom

Monday: 9:00 AM - 8:30 PM

Tuesday: 9:00 AM - 8:30 PM

Wednesday: 9:00 AM - 8:30 PM

Thursday: 9:00 AM - 8:30 PM

Friday: 9:00 AM - 6:00 PM

Saturday: 9:00 AM - 5:00 PM

Sunday: Closed


Service

Monday: 7:30 AM - 7:00 PM

Tuesday: 7:30 AM - 7:00 PM

Wednesday: 7:30 AM - 7:00 PM

Thursday: 7:30 AM - 7:00 PM

Friday: 7:30 AM - 6:00 PM

Saturday: 8:00 AM - 5:00 PM

Sunday: Closed


Parts

Monday: 8:00 AM - 7:00 PM

Tuesday: 8:00 AM - 7:00 PM

Wednesday: 8:00 AM - 7:00 PM

Thursday: 8:00 AM - 7:00 PM

Friday: 8:00 AM - 6:00 PM

Saturday: 8:00 AM - 5:00 PM

Sunday: Closed

Twenty-Four Month Rating: 4.8/5
82 Reviews
Lexus of Wilmington

Overall Score: 5 Star Rating4.8





About Lexus of Wilmington
Certified: Lexus of Wilmington
This dealership is a DealerRater Certified Dealer and is committed to providing quality customer service.

As a Certified Dealer, Lexus of Wilmington has the opportunity to contact reviewers that had unsatisfactory experiences at their dealership. Contact may be made privately, without giving out anyone's email address, through the DealerRater Message Panel with the goal to resolve any issues the reviewer experienced. Reviews will automatically post after the two week reconciliation period has ended.


This dealership is available to supply quotes for new vehicle inquiries.

About Lexus of Wilmington
Krystal Koons is the official spokesperson of Jim Koons Automotive Companies.


mjmazur
5/21/2012 11:29:03 PM

Overall Score: 5 Star Rating   5.0  

Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: John Skehan

My Review of Lexus of Wilmington:
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 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

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Wanise
5/7/2012 2:07:11 PM

Overall Score: 5 Star Rating   5.0  

Reason for Visit: Sales (Used)

I recommend this dealer: Yes

Employee(s) Dealt With: Tony DeGuiseppi

My Review of Lexus of Wilmington:
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 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.

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coos26
4/7/2012 7:34:43 AM

Overall Score: 5 Star Rating   4.8  

Reason for Visit: Sales (Used)

I recommend this dealer: Yes

Employee(s) Dealt With: Dan Hayes

My Review of Lexus of Wilmington:
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 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!!!

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cpbkabatcomcast
4/3/2012 10:51:38 AM

Overall Score: 4 Star Rating   3.8  

Reason for Visit: Service

I recommend this dealer: No

Employee(s) Dealt With: Greg Ritter

My Review of Lexus of Wilmington:
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. 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.

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Lharris1027
3/30/2012 6:33:15 PM

Overall Score: 5 Star Rating   5.0  

Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Randy O'Brien

My Review of Lexus of Wilmington:
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 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

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JoyMann
3/18/2012 10:19:58 AM

Overall Score: 3 Star Rating   2.8  

Reason for Visit: Service

I recommend this dealer: No

Employee(s) Dealt With: Lanny Hamilton

My Review of Lexus of Wilmington:
Need to improve customer service. When I call to ask about assistance I'm told "nope" can't do that. Tried to get info on European GPS maps info (no help) and dealer info for Europe--no help at all. Amazingly, I found the dealer on the internet within minutes.

If it weren't for Leigh and Lanny Hamilton, I would have had another bad experience with Koons on this last visit. I will never use your services again and tell everyone I know about how bad it is there (with the exception of great service from Leigh and Lanny)

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Response from: Lexus of Wilmington
Added: 3/28/2012 4:40:55 PM
Thank you for taking the time to share your comments regarding our service department. Please note we have found that the European GPS maps are not compatible with your vehicle per the Lexus Technical Field Specialist. We apologize for your experience and do sincerely value you as a customer.

davidjondan
2/29/2012 9:59:48 AM

Overall Score: 5 Star Rating   4.6  

Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Dan Hayes and leigh Encarnacion

My Review of Lexus of Wilmington:
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 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.

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artsy08
2/11/2012 9:17:59 AM

Overall Score: 5 Star Rating   5.0  

Reason for Visit: Service

I recommend this dealer: Yes

Employee(s) Dealt With: Lanny and Jim

My Review of Lexus of Wilmington:
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.

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Dgonze
2/8/2012 9:40:11 AM

Overall Score: 1 Star Rating   1.4  

Reason for Visit: Service

I recommend this dealer: No

Employee(s) Dealt With: Greg

My Review of Lexus of Wilmington:
NEVER buy a car from this dealer if you think you will ever need to take the car back for service. The service department is terrible. The first time they tried to tell us our tire sensor light was on because our mechanic damage all 5 sensors and it was going to cost over $200/sensor. Took the car back to our mechanic and he fixed the computer chip; nothing wrong with the sensors.
Second time our mechanic said we needed a new transmission after 50,000. They tried to say there was nothing wrong with the transmission (warrenty was running out in 6 months). Our mechanic called and threatened the service department. Service called us and said they would put in a new transmission but it would take several days to get the parts in. They wanted us to return the loaner car and drive our car until they got the parts. Wanted us to drive a car when the transmission was going!!!!
AND when we picked up the car after getting the new transmission the gas tank registered 0 ZERO miles until empty.
NEVER TAKE YOUR CAR TO THIS SERVICE CENTER

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Response from: Lexus of Wilmington
Added: 2/21/2012 4:38:54 PM
Thank you for taking the time to share your comments regarding our service department. Please note we are diligently working with our customer to resolve the issue at hand.

Leigh Encarnacion
Customer Service Manager
Koons Lexus of Wilmington
(302)427-4400 Ext. 1615
leigh.encarnacion@koons.com


CNSRJH
1/27/2012 10:10:33 AM

Overall Score: 5 Star Rating   5.0  

Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Ray, John, Doug, Leigh

My Review of Lexus of Wilmington:
I have purchased two Lexus vehicles from Lexus of Wilmington since 2001. With my latest purchase of a 2012 Lexus RX350 John and Doug in Sales were very thorough and patient in explaining the cars many great features. Leigh, Customer Service Manager, was very pleasant and useful, evidenced by her setting up my wife's blue tooth hands-free phone and downloading all of her contacts from her cell phone. We love the handling and responsiveness of the new Lexus which we quickly tested on a long trip. I am well satisfied with all of the fine professionals at Koons Lexus of Wilmington, including the quick and competitive financial negotiation with Ray the Sales Manager. While not tested yet under the new dealership, I am sure the maintenance service team will be as helpful and on their game as the previous owner. I would highly recommend giving this dealership a look if you are in the market for a Lexus!

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