Lexus of Wilmington

ABSOLUTE WOSRT CUSTOMER SERVICE ABSOLUTE WORST CUSTOMER SERVICE. I went into this dealership on 30 Aug 2018 because of interest in a new lease. I am also a new customer who doesn't r ABSOLUTE WORST CUSTOMER SERVICE. I went into this dealership on 30 Aug 2018 because of interest in a new lease. I am also a new customer who doesn't really have much knowledge on leases'. A dealer, James White, had spoken with me a week or so prior to tell me about all of the excellent offers he can give me. I live roughly an hour away from this dealership, as it is the closest Lexus dealership to my home. I explained to the dealer that I would not make this trip unless I was guaranteed a few things, which he reassured me he could give me even better than what I was asking (expected that a dealer would lie to make a sale). I scheduled an appointment and after 3.5 hours later at that appointment, the "promised" deals were able to be provided. I had asked specific questions regarding my prior lease and the lease agreement payments. The dealer and the accountant reassured me I would not be billed for a previous lease. To my surprise, 2 days later I was billed for my previous lease. I was told by Lexus financial that I was supposed to turn off my auto pay...something I wouldn't have known unless the dealer told me the night I leased my new vehicle. This was something NO ONE told me to do and was THEIR RESPONSIBILITY to tell me. (something another associate told me over the phone). It took me roughly 2 MONTHS contacting the dealership and Lexus financial to find out when I will be receiving my money back. During this time I had sent texts to my dealer, James, and he would reply to my "hello, how are you" texts but ignore me when I asked anything about my lease. I was PROMISED calls back and never received them. I was told they have no idea where my money was. I was promised a check would be written and sent to me from two different calls. Lexus Financial redirected me to the dealership and when I spoke to the same accountant, Hadi, he promised me I was his "#1 priority" and would make sure he finds out where my money went. the following day I never received a call, only to find out this man took 2 days off (doesn't really sound like a priority to me). I called back 2 days later and spoke with Nick, another accountant. He assured me he would find out what was going on and I asked for a courtesy call back and he said he would. Roughly 3 WEEKS later and contacting Lexus Financial, I called the dealership back. I spoke with Hadi again and he once again PROMISED me a phone call back trying to figure out where my money went, after raising his voice with me and cutting me off when I tried to speak. I called back the following day very close to close of business and was told Hadi had the day off. (what a surprise, and a trend) the following day I called back and he redirected me to another sales associate. Along with the debt owed, I asked this woman about my license and registration and 5 DAYS before it is about to expire, she tells me more than one thing is needed to get my permanent plates. This is something the dealership should've contacted me to get or something they should've asked me for the night I got my new lease, ONCE AGAIN something the dealership FAILED to communicate to me. I am EXTREMELY displeased with the customer service I have received. It has been nothing but lies and deceit and more lies. I was brushed off and spoken to like I was just a call to try and end quickly. I will NEVER lease or buy from this dealership EVER AGAIN. More

Everyone should experience buying a Lexus from John . At least once in your lifetime! I have been purchasing new and used cars since 1981. My father was a used car dealer so I have had too many models to At least once in your lifetime! I have been purchasing new and used cars since 1981. My father was a used car dealer so I have had too many models to mention. Within the past year I had purchased a Range Rover Sport for my wife. She takes care of her vehicle as well as anyone I know and keeps them immaculate. We had multiple problems which included having to replace an engine (30k) and multiple trips to very uncooperative dealerships. Last time I said one more issue within next three months and we are selling the Rover. Didn’t go a well before engine light came on again. At that point first thing I said is “it’s time for a Lexus”. Her parents have had 6 of them over almost 10 years (3 each) and never had a vehicle in the shop once. They highly recommmeded John and from start to finish he couldn’t have made the purchase any easier and more professional than he did. He explains everything and he truly cares about doing the right thing for you. I’ve been a Realtor for 32 years and my business is all about service. John and the others involved in our purchase provided nothing less than exceptional Service. Everything I’ve ever heard about Lexus stands true and quite frankly my wife and I both love her Lexus car greater in all aspects than her Range Rover. We will be Lexus owners for life and John will always be our sales rep. More

The best sales person I’ve dealt with! Morgan gave my family and myself a great sales experience! I usually do not like the process of purchasing a vehicle, but right away Morgan made my en Morgan gave my family and myself a great sales experience! I usually do not like the process of purchasing a vehicle, but right away Morgan made my entire family feel comfortable. He wasn’t just trying to sell us a vehicle, he was trying to work for us and meet all of our needs. Our test drive was an amazing experience because he was able to show us all of the features that the vehicle offered and he really seems to have a passion for what he does. I can’t wait to tell all of my co workers and family members about how great my experience was at Lexus of Wilmington :) More

"Paperwork" I think that the salesperson needs to be more efficient with the customers paperwork. If you have been doing this 20 plus years you have dealt with th I think that the salesperson needs to be more efficient with the customers paperwork. If you have been doing this 20 plus years you have dealt with the same banks on a regular basis to know ehat they expect from their customers in all various transactions. More

The best dealership in Wilmington Drew and Morgan just have their heart and soul in what they do. My husband and I felt appreciated from the moment we walked in to the moment we walke Drew and Morgan just have their heart and soul in what they do. My husband and I felt appreciated from the moment we walked in to the moment we walked out with the key to my first car to own all by myself. This could not have been made possible without these two gentlemen. Drew went above and beyond to make sure I had the car, not only was he patient with us but also had great advise. He picked out the best Slaes person Morgan to handle us, Morgna did not hesitate to even drive me around town to collect my paperwork since it was my first time to buy a car on my own. I felt at home and not only did I leave with the car but also friendship and guidance knowing I can come back to then with any questions. This should be the experience everyone should have and I was blessed to have my spouse choose Koons for my car purchase. More