Lexus of Wilmington

Please read this! Trust & respect of customers are important About a month ago, I called in the morning to make an appointment to buy a used Honda minivan. I was going to be coming from over an hour away, so I a About a month ago, I called in the morning to make an appointment to buy a used Honda minivan. I was going to be coming from over an hour away, so I asked the salesman to verify that there were no problems with the vehicle. He promised I'd be very pleased. I came in to discover that they hadn't honored my appointment, and the car had just sold. I was offered nothing for my troubles, so I took a moment to gain my composure and asked to talk to my salesman again, who identified himself as the used sales manager. I calmly told him that I was disappointed that I took time off work, was allowed to drive over an hour, paying nearly $20 in tolls alone for the trip, to simply be told the car was sold. Instead of showing any remorse, this manager got heated with me. I calmly explained that I was the one who had been treated wrong, and that I was surprised that he was the one who was the one getting heated. He offered up some reasons for their decision that hold no water when you consider that he was a manager, I'd made an appointment, and wasn't even given a call. Finally, this manager took a minute to think things over. He must have felt foolish for getting heated with me after the treatment I received, so he said he was going to cut me a check for $75. The only catch was that he was going to "mail" me the check. Yeah, you guessed it. The check never arrived. I don't know if anyone even reads these reviews, but I'm a good person who was completely treated with disrespect and dishonesty. Trust me. I'm not writing this review out of anger. I'm simply letting anyone out there know that if management operates like this, Koons Lexus of Wilmington is the last place you should consider buying a car. I absolutely don't need to hear a follow up response from the dealer. Every word I wrote is true. More

It's just okay Initially I was pleased with my experience at Koons Lexus, but the measure of customer service cannot be determined by how well you are treated when y Initially I was pleased with my experience at Koons Lexus, but the measure of customer service cannot be determined by how well you are treated when you’re spending money, rather it should be measured on how well they respond when a problem arises, and in this area they are lacking. I purchased a vehicle from them 3 weeks ago, within 3 days of the purchase I notified Tony of an issue with the aux port and I hadn’t heard back, I then called again with a different issue which turned out to be my error and Ollie did a great job assisting me with it. I then mentioned to him the issue with the aux port since I hadn’t heard back and he informed me to make an appointment with the service department. I made the appointment only to be told that yes there is an issue with the aux port but that it’s not covered by the warranty. Tony called me later on that afternoon and the only explanation he could offer me was that the radio itself does work and that “they don’t check plugs” he then tries to tell me of a place that I could take it to have it fixed. This made me really upset because I did not think it was reasonable for him to suggest that I spend more money fixing an issue with the car that he just sold me. Fast forward to this past week I receive a call on a Monday morning from Leigh the manager informing me that she wanted to help me out with the issue of the aux port; she left me a message informing me that it was her day off and she was calling from her personal number and asked that I give her a call back…impressive right? Wrong! I returned her call and left her numerous messages only to never hear back from her. She never even had the decency to return a call and tell me she could no longer help me if that was the case. So I’m left to assume that there is nothing that she can do. So while my buying experience was okay this whole issue has left me feeling as though once the ink is dried and the check is cleared they could care less, while the issue may not seem big, imagine you pay 20,000 dollars for a vehicle and with every bump and turn the radio turns off. It’s annoying, and to think that you now need to spend more money to have it fixed because per them “they don’t check plugs.” I don’t believe that I was asking too much, so I could never recommend them to anyone knowing that if they had an issue it may not be taken care of because once it’s sold and your check has cleared you are no longer their concern. More

Lexus service My Lexus was serviced today for its first oil change and regular maintenance. All went well and I was very pleased. Mo was very helpful. Thanks. My Lexus was serviced today for its first oil change and regular maintenance. All went well and I was very pleased. Mo was very helpful. Thanks. More

Great experience! I recently purchased a barely used 2014 IS250. Lexus of Wilmington was very easy to deal with. I worked with Pernell Pressey. What a pleasure!!! T I recently purchased a barely used 2014 IS250. Lexus of Wilmington was very easy to deal with. I worked with Pernell Pressey. What a pleasure!!! The whole transaction was very smooth and a quick process. I hope to work with Pernell when I purchase my next car. I highly recommend him. More

Great overall service/experience From the time I first expressed interest in pursuing my first Lexus, until the time of agreement, exceptional customer service was provided to me by b From the time I first expressed interest in pursuing my first Lexus, until the time of agreement, exceptional customer service was provided to me by both Doug and Robert. Doug was very reasonable and helpful, even providing assistance on his day off to help secure our deal. Thus far my first experience with Lexus has been excellent, and I look forward to the extended relationship More

Great job! Mo did a fantastic job helping me with my service! He knows everything there is to know about Lexus and really helped me! Thanks a lot Mo!! Mo did a fantastic job helping me with my service! He knows everything there is to know about Lexus and really helped me! Thanks a lot Mo!! More

Positive, professional, competent service by ALL personnel My interactions with the Lexus salespersons were exceptionally good. I had some questions about the RX350 I was purchasing which required that my int My interactions with the Lexus salespersons were exceptionally good. I had some questions about the RX350 I was purchasing which required that my intended vehicle be serviced outside of the typical procedures when purchasing a vehicle. Not only were the salespersons (Doug and Pernell) consistently attentive, receptive, and responsive, but also the Sales Manager (Oliver) personally looked after my vehicle as if it belonged to him! Sidebar: Olliver, the Sales Manager, is one of the most competent, yet unassuming gentlemen I have ever encountered when purchasing a vehicle. My experience with all of the personnel at Lexus of Wilmington...including the Business Mgr (Brooks)..is such that I'd return to them in a heartbeat for another car, and will recommend to all of my colleagues that they deal with this dealership when buying a vehicle. More

BEST CAR BUYING EXPERIENCE!! This was the best car buying experience. I had the pleasure of purchasing my first Lexus on 3/28/15. Pernell Pressey was my sales rep and he was gre This was the best car buying experience. I had the pleasure of purchasing my first Lexus on 3/28/15. Pernell Pressey was my sales rep and he was great. He didn't pressure me he was extremely honest and made me feel comfortable. The whole Wilmington team were all very nice and accommodating with my 4 yr old who was with me. More