Lexus of Wilmington - Service Center

We purchased a Lexus about 2 years ago from KOONS which is located almost 3 hours from our home. I was in the area and decided to stop as I was having a problem with the bluetooth connection in the car. is located almost 3 hours from our home. I was in the area and decided to stop as I was having a problem with the bluetooth connection in the car. A very nice sales person came out, his name was Doug Horst, he was very courteous and helpful. He told me they have never seen a problem with the bluetooth connection and it was usually owner cell phone problem. We walk into the service department and he ask Lanny Hamilton, assistant service manager, his attitude was not very friendly toward the salesperson and it was very embarrassing for him and me. So Doug went to Leigh Encarnacion the customer service manager. She was SO helpful and explained how we disconnected the bluetooth by accident. She was very thorough, friendly, new how to operate the car system. I was very impressed and very appreciated. I feel that Doug Horst and Leigh Encamacion are a great asset to KOONS LEXUS Lanny not so much unless he was just having a bad day. Florence Scarangella 35 Daisey Ave Ocean View, DE 19970 302 539 1247 More

I purchased my Lexus in 2000 and it was actually a pleasant experience! The salesperson was SO friendly and honest. She is no longer working there or I'd mention her name. I have been taking my car ba pleasant experience! The salesperson was SO friendly and honest. She is no longer working there or I'd mention her name. I have been taking my car back to Lexus of Wilmington for 11 years and have always had fantastic service. I am especially impressed with the prompt and courteous attention from both George Shaer in the Service Dept and Leigh Encarnacion in Customer Service. In all those years my car has been ready when promised except for one time...and that time only an additional half hour was needed. I am always provided with a new, clean loaner when I am not able to wait for my car. The waiting room is attractive and comfortable and a wide selection of beverages is always offered. I would highly recommend this dealer to anyone who is looking for quality service as well as wishing to be treated with courtesy and respect. More

I would like to commend Leigh Encarnation, who in serviced me on the rather complex blue tooth / cell phone setup, a feature I had not used since I bought the RX about 18 months ago. Leigh did an ex serviced me on the rather complex blue tooth / cell phone setup, a feature I had not used since I bought the RX about 18 months ago. Leigh did an excellent job both programming and showing me how to program this nice hands free telephone feature. Also, I brought my 350 RX in for its 20M mile maintenance. As usual, the service and courtesy of the service folks was excellent. I enjoyed working with Al over the 11 years and 3 cars I have brought from this dealership. He goes the extra mile whenever necessary. More

I have had several Lexus' since 1993 and the service department is the number one reason I keep coming back. They all have great personalities and are wonderful to work with every time I come in for ser department is the number one reason I keep coming back. They all have great personalities and are wonderful to work with every time I come in for service. I truly enjoy taking my car in for service! Not a chore at all. More

Being a woman, I appreciate the peace of mind Koons Lexus of Wilmington gives me. At the recomendation of my father, I purchased my first certified pre owned Lexus and have never looked back.They have assist of Wilmington gives me. At the recomendation of my father, I purchased my first certified pre owned Lexus and have never looked back.They have assisted with sales/service and auto body repair. The first thing I noticed is customer service-you are treated with respect be it whether or not you have a brand new car or a 5 year old car. I always have had problems with service-not so at Koons-they listen to you when the car comes in for service to diagnose any issues. They are flexible as far as getting the car getting there which works for different schedules. As far as sales go-Leigh is the face of the dealership-always ready to assist customers to make sure their Lexus experience is one they want to repeat. She does a wonderful job of doing that. More

I gave a superior rating because Leigh helps with every aspect of the service. She is courteous, and goes out of her way to make sure I have received the highest level of service possible. I feel very c aspect of the service. She is courteous, and goes out of her way to make sure I have received the highest level of service possible. I feel very comfortable knowing that Leigh is in charge of customer service, ready and willing to take care of any problems that arise. Ciro De Saro More

Dealership is outstanding with every visit. The next time I buy a vehcile it will be from this dealership due to their excellent customer service. Service department is very efficient and knowledgeable. Ther I buy a vehcile it will be from this dealership due to their excellent customer service. Service department is very efficient and knowledgeable. There seems to be a high level of integrity and honesty among the staff. It is very easy to discuss problems with the car. More

Koons Lexus of Wilmington showed much grace and generosity to my family. After a salesman in service demonstrated insensitivity to our personal situation, customer service was very willing to make generosity to my family. After a salesman in service demonstrated insensitivity to our personal situation, customer service was very willing to make it right. Leigh Encarnacion and Greg Ritter answered the call of duty to correct the infraction committed by the salesman. We are extremely pleased with how they proactively addressed it in word and deed. May God bless Leigh, Greg and Koons Lexus!!!! More

There is little presssure to buy, sales staff are knowledgeable. Service hours are flexible, free loaner is a plus, unfortunately for the buyer, Lexus is able to get good price(s) for their cars and knowledgeable. Service hours are flexible, free loaner is a plus, unfortunately for the buyer, Lexus is able to get good price(s) for their cars and service work, but I still trust the service enough to bring my cars here for most of the work after the sale. More

We concur that Koons Lexus of Wilmington is excellent. Not only do they sell a quality product, but also they back what they sell with competent service and support. Our most recent experience with Koo Not only do they sell a quality product, but also they back what they sell with competent service and support. Our most recent experience with Koons Lexus of Wilmington was for our first service on our new 2010 GX 460. The service was under warranty and we also had the vehicle completely detailed. We had the use of a 2010 RX 350 loaner with less mileage than our own vehicle! At the end of the day our GX was ready, but it was not convenient for us to return to the dealership. No problem ... we kept their loaner overnight and exchanged it for our GX the next day when it was convenient for us. Our previous experience was for the software update that caused Consumer Reports to temporarily recommend against the GX 460. Our GX was the first to be updated, it was done on our schedule and at our convenience while we had lunch at a nearby restaurant. By the time lunch was over our vehicle was updated, washed and returned with a full tank of gas, which was expected. What was unexpected was that we also received a new set of floor mats! Prior to our GX 460 we owned a 2006 RX 400h. We left the RX at home for several weeks while we were on vacation, but returned on a weekend to a dead battery! Not only that, but also a late-December blizzard! We called Koons Lexus of Wilmington early on Monday morning and their service manager Greg Ritter took our call. Before the morning was over we had two emergency crews from Koons Lexus of Wilmington, but neither could restart our vehicle. We were provided with a loaner and our vehicle was taken in on a flat-bed tow truck. As our repair was unscheduled and complicated by record snowfall, we had the use of their loaner vehicle for four days while our vehicle was repaired, plus we had the next service maintenance performed. Our vehicle was returned to us on Christmas Eve with all repairs, maintenance and detailing complete. Meanwhile we were able to finish our Christmas shopping using their loaner. These recent and relevant good experiences with Koons Lexus of Wilmington are typical and have kept us in the Lexus family for sixteen years. We have owned ten Lexus vehicles, not all of them purchased at Koons Lexus of Wilmington as we also lived in Arizona and Florida, but all of them serviced at Koons Lexus of Wilmington when we would visit Delaware. We have had experience with Lexus dealerships across the country, but Koons Lexus of Wilmington is more than their match. Once they have completed their long-awaited remodeling, Koons Lexus of Wilmington will have eliminated their only disadvantage, i.e., their thriving dealership is housed in a cramped and obsolete building that while ideally situated for their customers is limited by the physical structure of the building. Fortunately, that problem can be solved with money, which Koons Lexus of Wilmington is willing to spend for the benefit of their customers. More