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Lexus of Wilmington
Wilmington, DE
1,174 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 1,174 reviews
March 30, 2017
Lack of customer service I was so excited to purchase my first Lexus. Brian Ogbin was exceptional in his customer service. Then a guy by the name of Oliver Wooten came in to I was so excited to purchase my first Lexus. Brian Ogbin was exceptional in his customer service. Then a guy by the name of Oliver Wooten came in to the picture. He clearly hasn't read John DiJulius's book on customer service. John specifically mentioned Lexus as a five star customer service organization. It's one of the main reasons I chose Lexus. I've meant John several times and even told him I was planning on buying a Lexus because I was so jazzed up about how the company takes care of their customers. My experience at Lexus of wilmington fell well short of my expectations. Oliver berated me about the current condition of my car. When the initial offer that was given to me for my car became less, (Mind you at the last second after initial numbers were discussed) I pointed out that the sale price of the Lexus I wanted to purchase had just increased 8 days ago. I said if we could move forward with the previous price we could make a deal. I showed him examples on Autotrader of similar priced models with the same options and less miles at a lower cost. He stood up and said then you can drive 80 miles to go get that deal. The next part truly scares me. I stated this wasn't the kind of service I expect from Lexus. I stated I was unhappy and would be contacting Lexus. The response I got. "Go ahead, your being recorded on audio and video right now. I own this place so you can do whatever you want." I was completely insulted and embarrassed. I lashed out that this was a ridiculous way to treat a customer. He then told me to get off his lot. He even followed me to the door and in to the parking lot to continue the confrontation. Brian tried pulling him back several times but he said he had no problem "making something of it" in the parking lot. I truly believe the interaction would have turned physical. I considered contacting the police. I really felt disgraced. This was suppose to be an awesome day. I was suppose to enjoy that five star experience I was longing for. I don't believe that Oliver Wooten has any business being affiliated with Lexus. I don't know that I could ever own a Lexus now. I contacted corporate Lexus and I will be in contact with the VP of customer service. I hope that this situation can be avoided for future buyers. I believe that Oliver is very confident that no further reprimand or retraining will be done for him. I hope that is not the case. I'm so disappointed I can't truly express it. Over the bickering of what amounted to be a thousand dollars. For me this dealership just became Spirit airlines. Google the story of their "customer service". They just don't get it and neither does Oliver Wooten. In closing Brian texted me to apologize. He even asked if I would like him to drive the car to me to complete the deal. That way I didn't have to come back. Unfortunately the whole experience has left me pretty shaken. Everyone else I encountered was so nice and accommodating. It only takes one employee who doesn't buy in to the customer service model to ruin an experience. I oversee operations for a hundred plus employees. We train on customer service more than ever. I will certainly be telling this story at every presentation. I don't know if Oliver treated me with a bias because I was wearing a ball cap and jeans. Maybe I would have been treated differently if I showed up in my usual business attire. I've read so many great reviews about Koon's I wish I was posting a different story. This is what happened and apparently they have the audio and video of it. I'm not sure that I appreciate that either. I can only imagine the customers that have private conversations about their buying decisions in the dealership that is being recorded More
by randy.smith21
Employees Worked With
Ollie Wooten
March 23, 2017
Great experience! Don was very helpful from step one to the very end. All questions we had were answered. Overall a very pleasant experience. Thank You Don! Don was very helpful from step one to the very end. All questions we had were answered. Overall a very pleasant experience. Thank You Don! More
by vlad88
Employees Worked With
Don Reeder
March 14, 2017
A+ Car-Buying Experience! Having lived in Delaware for over 40 years and raising a family of four children, we have had countless car-buying experiences--some good, others not Having lived in Delaware for over 40 years and raising a family of four children, we have had countless car-buying experiences--some good, others not so good! Our experience with Doug at Lexus of Wilmington was the BEST yet! At our first meeting Doug patiently listened to our needs and immediately went to work to find the right car for us. He was knowledgable and informative. Most importantly, he acted in a professional, yet caring manner. He was straight-forward and there was no unpleasant haggling. He was always prompt with communication and adjusted his schedule to meet our needs. We could ask for nothing more! Dealing with Doug and the crew at Lexus of Wilmington was the most positive experience ever, and we would highly recommend them for any new or used car purchase. More
by Rosemary
Employees Worked With
Doug Horst
March 12, 2017
Extremely pleasant and very professional Interacting with Mr. Horst to lease a Lexus RX 350 was a very enjoyable experience for me. Meeting with Doug was worth every minute of the drive from Interacting with Mr. Horst to lease a Lexus RX 350 was a very enjoyable experience for me. Meeting with Doug was worth every minute of the drive from Pennsylvania. Not only was Mr. Horst understanding of my needs in a car, he explained every detail with great knowledge. I was very pleased with the service, and would definitely recommend this dealership. Eugene More
by Mercury
Employees Worked With
Doug Horst
March 05, 2017
Awesome JOHN Skeehan was awesome. Very professional knowledgeable and courteous We almost leased a BMW but his follow up and courtesy closed the deal We wo JOHN Skeehan was awesome. Very professional knowledgeable and courteous We almost leased a BMW but his follow up and courtesy closed the deal We would highly recommend him to anyone Bruce A Moore 410-726-5798 More
by Moorely
Employees Worked With
John Skehan
March 03, 2017
Excellent buying experience with Brad. Brad was great to work with and made the process good. He was able to have a car and price that fit my need. Love the SUV. Brad was great to work with and made the process good. He was able to have a car and price that fit my need. Love the SUV. More
by Patties3
Employees Worked With
Brad O
February 28, 2017
Great experience I had a great experience with Kelley gabbard. He helped me in every way possible. I would recommend him to anyone. I also was helped by Debbie Dougher I had a great experience with Kelley gabbard. He helped me in every way possible. I would recommend him to anyone. I also was helped by Debbie Dougherty with setting up my phone for Bluetooth. Thank you for such a great experience. More
by megan dougherty
Employees Worked With
Debbie Dougherty, Ollie Wooten, Kelley Gabbard, Mo Sidik
February 28, 2017
Excellent experience! Being 6' 5" I needed to be "fitted" for my wheels. Cabin space for me as the driver was an absolute must. The RX 350 and RX 450h fit the bill, but n Being 6' 5" I needed to be "fitted" for my wheels. Cabin space for me as the driver was an absolute must. The RX 350 and RX 450h fit the bill, but not necessarily the pocket book. Our sales rep, Doug Horst, suggested we look at a pre-owned Lexus, which we did. Both vehicles were available in the 2016 model year and were offered at a very attractive price. The RX 450h (hybrid) was our vehicle of choice. Doug took care of all the details; calls and follow-up with our insurance company, vehicle registration and the like, readied the vehicle for pick-up as well as scheduled time for some technical training. We were quite pleased with our Koons shopping experience. More
by Road Tripper
Employees Worked With
Technical training by Matt, Doug Horst
February 25, 2017
Professionalism founded car I like at koons lexus DE been negotiating with Doug Horst for couple of days and nothing but pleasure Well informed, respectful, dedicat founded car I like at koons lexus DE been negotiating with Doug Horst for couple of days and nothing but pleasure Well informed, respectful, dedicated usually car dealers driving me crazy but this entire experience was different in very good way Thank you More
by MWKK
Employees Worked With
Doug Horst
February 11, 2017
on time -- on price! efficient service Well done - completely satisfied. Met immediately and prearranged repairs noted upon arrival. Pleased that the went through a standard check list t Well done - completely satisfied. Met immediately and prearranged repairs noted upon arrival. Pleased that the went through a standard check list to insure overall good condition.Condition of car upon departure was excellent. More
by lexus repair
Employees Worked With
Rob Payson, Rob Payson
