Lexus of Wilmington Service Center

I purchased my car from Lexus of Wilmington late last year. My sales experience was not out of the ordinary but their service department is a nightmare. The department as a whole is very young and inexperienced, and there’s no institutional knowledge or standard practice on how to handle people coming in the door. Heritage One is just having them churn and burn customers. Purchased my new car late in the day and sales coordinated having service work on it for final detailing, punch list items and delivery. There’s 5 guys standing around not doing anything from the moment you arrive. No communication; no acknowledgement that you need to be helped. The service rep who assisted me literally said “Just tell us what you want us to do, dude”. Fought like hell for me to not take a loaner since t

I have had toyotas and hondas for last 20 years but this was my worst experience with any dealership so far. There was a recall for a part on our Lexus TX , we scheduled an appointment a day before for the recall fix. When we got to the service centre for the appointment, they tell us that they don't have the part and so we need to come back another day and this dealership is about 30 minutes away. But unfortunately this is not where the experience ended. I also had a low pressure sensor warning for one of the tires so since i was already at the dealership, i asked them to take a look at it - biggest mistake ever! After 3 long hours of waiting, they finally get the car back. The task was to simply put some air in that tire and they didn't even do that right. When we checked, they had put

I’ve been a client since 2015. Bought two vehicles from them, both have been great cars and I used them for service and repairs on my RX. Everyone is very professional: from customer service, sales, financing to auto service. But big shout out to Danielle from service. She always goes the extra mile when my vehicle is in for service or repairs. The repair crew pay close attention to detail and they always leve my car looking and smelling new again. Thank you Koons -Wilmington Team.

Excellent Dealership. Especially greatful to the manager Alex B. for his great service, listening skills, and business attitude.

Rob was my service advisor and because of his lack of professionalism and HORRIBLE communication, I had the worse customer experience that I've ever had at this Lexus dealership!! He made me feel as if I was not not a priority and unimportant!!! My car was in the Lexus garage for 8 days and during this time Rob did not respond to several of my texts messages and calls or was extremely delayed in returning my calls. He took 6 out of the 8 days supposedly trying to save me money (which never happened) by finding a used part and to see if the car could be welded. Each task should not have taken more than a day or so. Every time that I did get the chance to speak with him there was a different excuse as to why things were taking so long. I was not even given a loaner car (I asked the 1st day w