Lexus of Wilmington - Service Center

"Apotheosis of Leigh Encarnacion" I am an EXTREMELY PROUD owner of my first Lexus! an ES 350, 2010... Gorgeous... I was an Internet and Direct Sales Manager for NewarkToyotaWorld for I am an EXTREMELY PROUD owner of my first Lexus! an ES 350, 2010... Gorgeous... I was an Internet and Direct Sales Manager for NewarkToyotaWorld for a few years, a few years back. I loved showing and selling pre-owned Lexus vehicles. I drove a Pebble Beach edition ES 350 for work, and found a new dream car. I always wanted something like that car. That's how I knew Koons was a different category of elegance. In 1991 when Lexus outsold both BMW and Mercedes Benz they took #1 import sales. They also remade the service with luxury. I was part of THIS club? Hopefully never need the privileges. It all started with an air bag recall. I called to get the details if my vehicle needed the air bags adjusted. It did and I made plans to drop it off the next day in Wilmington, I live in Rehoboth DE. I terribly overbooked myself and had to change plans. I asked if a pick up service was an option. It was, just had to wait a few days. No problem. This is where miscommunication made problems. I was spell bound with the fact they would come here. I will say I must have heard wrong in my excitement, I must have. I thought it was said a truck would pick up my car, load it on a flat bed to save miles and gas, and leave a loaner. Everything but the truck happened. I told Joe to tell the techs to press the unlock button 3xs for the remote start. In case they disconnect the battery or to test to make sure the RS was working. Also all windows were fine, he checked them. I received a call back from my service writer Ant H. He told me the window was making noise and it may just need tightening. We also had an issue when I asked presumably the gas tank be full as they found it. I was told he couldn't promise a full tank like I had, but it won't come back empty. I was questioning my expectations. Joseppi returned my car. Gas was full, but my remote start didn't work, my window was compromised (I wouldn't dare try a drive thru!) and I was sickened and disappointed. Then there was Leigh Encarnacion. I received a follow up letter within a few days of getting my poor Lexus back, way worse shape than she left my house in. I was calling, I was mad. I caught Leigh up to speed and she was on it. She and I stayed in constant communication as she started fire fighting my issues for me. I told her I was extra cold without my remote start...she listened. My turn. With Leigh stuck in the office, I went to Sound FX where I paid $300 to have it (RS) programmed to my Lexus fob. I said what I knew to the manager and then Leigh calls. I handed the phone so they could talk. Half hour later my car is being remotely started, and cost me nothing. Bravo Leigh. Remote start..handled. Next morning Fed Ex delivers a Pebble Beach Lexus golf shirt for me from Leigh...she listens well! Now I have faith restored in Lexus. Leigh told me she would cover a window diagnosis to see the extent of my window problem. Saving me $139. I make an appointment to go to the dealership and do so soon after. I met Leigh, what a representative of the totality of hard work and service made look effortless when done with such amazing grace.The stateliness and demeanor of an ambassador with a Princess Diana type sincerity and compassion. That's Leigh. She was crystal clear on what she could and couldn't promise. She had me acknowledge I could leave in the rain with a window that can't go up without spending money. I told her at this point I had their full trust and to open up my babies door and see what they see. Steve was in charge that day in service. We waited like it was a life or death surgery for a loved one... Steve walked over to me, and she's ok. All the nuts and bolts were there and needed a good tightening, could of cost a lot. I never would of had that window checked without Leigh. There is the hour labor charge Steve warns, I agreed but wanted a word and to say goodbye. Leigh covered the cost of labor on top of everything else, including keeping me calm. She shared some stories, listened to me, and truly made a friend for life.... I would help her move. So its done? Nope. I was on my way back to the beach and Pandora didn't start playing... I left my phone at the dealership!!! I wasnt even home yet and had another 9-1-1 emergency dealing with my car?.. nope. Leigh called me back at 9:35pm and told me she would take care of it. This really happened, I was embarrassed asking for ANYTHING else from her. She apologized for me having to wait for my phone! Clone her. A couple dozen peaceful hours later my FedEx guy puts my phone in my hand. Wheww, what a saint, Leigh Encarnacion. I looked at the phone it had 1 percent left it was barely alive. I said me too buddy, me too. I'd rather see Leigh than Oprah for president! Thanks again. George Hollingsworth Shout out to Frank in parts, he's a 7 or 8 star employee also!! More

Great Service Steven Degnars has been great to work with. He gives great advice and when I need to talk to him about my RC Couple 300, he always ready available to Steven Degnars has been great to work with. He gives great advice and when I need to talk to him about my RC Couple 300, he always ready available to provide great advice. Whenever I need service for my car I can always count on Steven, he makes want to buy another Lexus just on the service he provides. He gets 5 star in my book and if I could give more than 5 I would. Thank you Steven. More

Fabulous Team Corey and Mo in service were professional, attentive and extremely helpful. I wandered over to sales and was greeted by John Skehan and Thomas Little. Corey and Mo in service were professional, attentive and extremely helpful. I wandered over to sales and was greeted by John Skehan and Thomas Little. Great guys. Once again they were very attentive and helped answer my questions about a new car lease. I love ?? Koons Lexus of Wilmington because of their service, friendliness and professionalism. More

Rob goes above and beyond! treats us like family ALWAY'S! We love Rob ! He treats us like family! We trust him always . He is spot on with ALL 3 of our Lexus's! When he gives us a repair quote we trust his r We love Rob ! He treats us like family! We trust him always . He is spot on with ALL 3 of our Lexus's! When he gives us a repair quote we trust his recommendations 100% We highly recommend his team! Mr. Robert Levy More