Koons Lexus of Wilmington

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Customer Reviews of Koons Lexus of Wilmington

3.9
Overall Rating
(16)
Recommend: Yes (11) No (5)
Write a review: Sales | Service
sales Rating

Tom Kontis is the best !

by berniek7 on 08/01/2016

We had the pleasure of Tom working with us to get us into a new Lexus !He made the car shopping process the best we have ever had.He was knowledgeable,patient and truly a nice guy!Many thanks to Tom for all his help.He is the BEST !!!!!

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? Yes
44 Reviews
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sales Rating

one person ruined the customer experience

by randysmith14 on 03/30/2017

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

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? No
sales Rating

Sneaky

by Rofamly5 on 02/16/2017

My husband and I went to Koon Lexus to trade in a 2013 Ford Escape SEL for 2013 Mercedes C250. The sales manager was very pushy and treated us like our car was junk because my husband hit a deer and the front bumper was replaced. He made out like he would have to take the car to auction and gave us bare minimum for the trade. On the drive home we realized that the new car had an issue with a speaker and the sunroof moved very slow. The car had very low miles on it and we were made to believe that there were still a couple of months manufacturers warranty on it. 1 week later I took it to a Benz dealership to have the issues looked at and found out that the warranty expired 5 days previously. My husbands car was listed on their website as this wonderful loaded car but they made us feel like it was junk when we traded. Also finance manager told us he would help with getting a refund on packages we had on the old car. Never heard back from him. My husband spoke to the salesman about this issues with the car and not hearing back from the finance manager and never heard back from him either. People like this are why the public has a low opinion of car salesmen.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? No
  • Did the dealer honor all commitments made? Yes
service Rating

Koon's Experience

by tris1010 on 02/15/2017

Right from the start, my Service Consultant Jaz, greeted and treated me like I was family. He was extremely professional and saw to it that my first time experience at Koon's was as comfortable as possible. He even graciously took the time to periodically check on me while waiting for my repairs. It is safe to say that because of Jaz and the rest of the Koon's Lexus family, I won't be taking my Lexus anywhere else but there! A truly A+ experience!

  • Recommend this dealer? Yes
  • Were you satisfied with the quality of work performed on your vehicle? Yes
  • Did the dealership complete the work within the timeframe promised? Yes
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? Yes
  • Did the dealer honor all commitments made? Yes
service Rating

Excellent Service Provided by Jazz

by jrphillips5326 on 02/08/2017

I want to give an outstanding acknowledgement to Jazz in the service center. Our 430 LS is a pride and joy for our family, and we aim to take care of it with the best service. We are very loyal to the Lexus brand, and the service provided by Jazz only extended that. We will be providing our business to him in the future. He provided attention to detail and extreme product knowledge. He was sensitive to budget and price along with winning us over as long term customers. I was extremely satisfied with his worth ethic and customer experience provided to us. Thank you, Jazz!

  • Recommend this dealer? Yes
  • Were you satisfied with the quality of work performed on your vehicle? Yes
  • Did the dealership complete the work within the timeframe promised? Yes
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? Yes
  • Did the dealer honor all commitments made? Yes
sales Rating

becareful of koons selling cars with after market parts

by pissedoffbuyer on 11/18/2016

I purchased a preowned 2009 infiniti g37x from Koons of Lexus. Knowing that it was a used vehicle i opted to buy what they call the gold package where everything was supposed to be covered bumper to bumper. Unfortunately after only 2 months of having the car, i encountered a problem where the car would not shut off. After 10 minutes, I was able to stomp on the brakes and push the ignition to get the car off. I called for a service appointment and spoke with a nice gentelman by the name of Dave at Infiniti of Newark who advised me that the starter was actually put on the car after market and is not covered under a warranty and in fact, they won't work on that part of the car at all. I call Andrew Green, financial manager at Koons only to be lied to and told that they were not aware that the starter was after market. I was told that this is not true because when they get these cars, they are respponsible for checking everything on the car before putting it back out for sale. Needless to say, I'm waiting on contact from someone from consumer protection. Boy was I fooled into thinking Koons Lexus of Wilmington would sell me a good quality used vehicle. NEVER AGAIN!! Please be careful to ask questions if you do decide to use this dealer.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? Yes
  • Did the dealer honor all commitments made? No
sales Rating

Tom Kontis is the best !

by berniek7 on 08/01/2016

We had the pleasure of Tom working with us to get us into a new Lexus !He made the car shopping process the best we have ever had.He was knowledgeable,patient and truly a nice guy!Many thanks to Tom for all his help.He is the BEST !!!!!

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? Yes
sales Rating

Tom Konits Amazing Salesperson

by jwood_09291296 on 07/14/2016

Although I was not quite ready to purchase my New Lexus today Tom Konatis spent over two hours with me. I drove two models both of which I loved. Tom explained every feature to me, and worked hard to make the numbers work for me. Unfortunately the time just wasn't right for me. However, I will be back in September and know for sure that I will request him as my salesperson because he didn't put any pressure on me and was very understanding of my situation. I'm so looking forward to driving my new Lexus this fall.

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? No
sales Rating

HORRIBLE EXPERIENCE

by ashleybatty on 06/30/2016

I gave Lexus of Wilmington a 2 star review only because of the product they offer. I LOVED my is 250 that I leased but the service was HORRIBLE. Thinking back to when I initially got my car, I was ripped off. I still had to put down $3,000 for a lease even though they said they would pay off my last car and give me an additional $1,500 to put down for vehicle. Why was $4,500 needed to put down on a lease when the promotion at the time was around 2,300 down? Yes, I was impulsive that day and I will take blame for not asking enough questions but not until after did I realize what really happened. Either way if a customer doesn't understand it is YOUR job to be professional and not try to squeeze as much money out of them as possible. I did notice that that manager and employee are no longer there. Then, at one point I had a flat tire so I scheduled an appointment and they claimed they had the tire in stock but I sat there for two hours for them to come out and tell me they did NOT have my tire and were out of rentals so I had to drive 40 minutes home on my flat. They said I would be "fine." Thankfully I made it home alright! Then, towards the end of my lease I called and Debra at the front desk refused to even transfer me to talk to anyone. Just like she stated, and which I understand coming in person I would get a better deal rather than over the phone, I still wanted to talk to someone for peace of mind before I came in. Several times she said no and continued to state that she made an appointment for me at 2. Oh, but before that she wanted me to come in at 6pm in the finals hours at 6pm that my lease was up. Im sure they wouldn't try to push me in a corner that night right? Needless to say I was already at another dealership at 2 and by 2:30 a salesman finally called me. He had the nerve to offer me the promotion I got last time which is almost twice as much as the promotion they were running on the website!! Everyone has to make their money but this dealership specifically has nothing but [non-permissible content removed] working for them. Something must be done with management. I realize Lexus is a luxury vehicle and customers go in there no problem and pay whatever. I do have a hard time swallowing that as a current customer, there was absolutely NO benefit or discount as a current customer than any JOE SHMOE off the street. They must not need the business!

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? Yes
sales Rating

Great experience in koons Lexus of wilmington

by zheweizhang on 06/28/2016

We just purchased our new 2016 es350, and we had a such great experience in there! Tom Kontis is so friendly, and he is extremely knowledgable about the vehicles, as well as different buying/leasing options. He made the process really easy and quick. My husband and I so happy with the purchase, and it's the best car buying experience! Tom is the best saleman there for help.

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? Yes
sales Rating

1st Lexus

by SB_2016 on 06/16/2016

I was inquiring about the CT200h. Matt of Koons Lexus was awesome. His customer service skills were impressive; he was patient and extremely professional. Matt was also knowledgeable of the vehicle and capable of answering my questions regarding the car's performance and features. He alerted me when a selection of CTs were in and he exercised follow-thru. It was clear that my satisfaction as a customer was top priority. I was more than pleased with my experience thanks to Matt.

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? Yes
sales Rating

Team Tom K.!

by reneejeff on 06/14/2016

We've been going to Koons Lexus of Wilmington since 2008 and by far this has been the best experience. We would like to thank Tom K. for his great customer service, knowledge, friendliness etc. the list goes on... My husband and I dread when our lease is up and have to go in to renew because we never know what we want and we have to bring our children with us and such. Tom K. made this go around quick, smooth and unforgettable. He made sure we left there with a smile on our face! Tom K. thanks again for going above and beyond!

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? No
  • Did the dealer honor all commitments made? Yes
sales Rating

Thank you for being committed to your 10stars of customers service

by MrsKC2016 on 06/14/2016

I would like to thank Chuck & Leigh for handling the miscommunication error that occurred after the purchase of my new vehicle which in turn happened by exactly an error. I would like to say thank you for taking the personal time & attention to the matter. Please if your reading this review please pay attention to these words "mistakes happen" but the best thing to do is talk to the company to work out any complaints & come to a mutual agreement for both parties. I would like to also thank Mo In service Dept you are the bomb....www.com. If you ever need someone to handle service for your vehicle ask 4 him. Lexus of Wilmington but I know then as Koons Lexus IS a GREAT place to go to have you vehicles cared for . Lexus of Wilmington is fully committed to constantly correcting any issues just talk to them not yell or scream at them or write bad reviews about them but at least give them a chance to fix the problem or anything that concerns you; but if you can't get it resolve maybe inbox me I have a great reputation with them & maybe I can help. I brag about Koons all the time I love how they have treat me since 2007 - Thank you again for making things right. That's why your dealership has the 10 stars. Thank you for reading & please get the word out Lexus of Wilmington is a good place for your next purchase. Also the general manger Alex is very nice also..... I love my new Gx - thank you Robert Sweet for being my sales person & good luck with your position may you encounter many more great customers like me..... And last but not least Jason the service manager is very nice one of my favorite peoples there next to Mo -lol. Keep striving for a perfect 10 Lexus of Wilmington & keep your head up there are still nice people in the world like myself how understand mistakes happen & are willing to let you correct it. I believe there are some really nice employees that work for the company. I'm very satisfied & want to help you keep your **********(10stars) Mrs. Kea-C

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? Yes
  • Did the dealer honor all commitments made? Yes
sales Rating

Best Dealership Ever

by QueenShela on 06/01/2016

Making a car purchase has never been one of my top things to do, but ever since 2009 when I purchased my first Lexus from Koons Lexus of Wilmington they have made my car purchasing experience a lot less painful, virtually painless, and this purchasing experience was no different from my prior two. I want to thank Matt Dietz, Brian Pritchard, and Deborah Dougherty they all went the extra miles making sure I was well taken care of, I want to give special shout out to Matt he was great.

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? Yes
sales Rating

Thank you

by Bsaiedy1234 on 05/03/2016

I had the pleasure dealing with Dillon Zebrook. it was a nice experience indeed. Dillon went above and beyond even delivered my car to Baltimore. It was worth it to drive up to Delaware from Maryland. I highly recommend this dealership especially Dillon.

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? Yes
service Rating

EXCELLENT SERVICE

by Jonesie22 on 03/27/2016

I leased my NX200 Fsport from Koons Lexus. I love the friendliness of the staff. The first time I wasn't intimidated by purchasing or leasing a vehicle. I love the personal commitment from the staff educating me on the car's technology. I'm not driving away unprepared or nervous. I just had my 5,000 mile maintenance and walked out with a very nice loaner since my car was getting a full detail. Rob, in service, called to give me the status and was very friendly and honest. When I picked up my car, it looked like it came right off the showroom floor. I appreciated that they took their time with it because if it was rushed, you know it wasn't done according to Lexus' standard. I'm extremely happy with the service from all the staff at Koons Lexus. You will NOT be disappointed!

  • Recommend this dealer? Yes
  • Were you satisfied with the quality of work performed on your vehicle? Yes
  • Did the dealership complete the work within the timeframe promised? Yes
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? Yes
  • Did the dealer honor all commitments made? Yes
sales Rating

Sales of shame

by espionosaaaa on 02/29/2016

Sales persons are not knowledgable of cars and cornered customers to buy cars. Finance department do not explain procedures and paperwork clearly and blames customers. Don't work with them if you don't want to wait for 3 months for your registration to be correct. Sales manager is rude and ignorant. They don't take critiques very well at all. Instead of apologizing and fixing the issue, they scream at you and make you promise that you won't write bad reviews online. The only thing they care about is their reputation, not their customers.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? No
  • Did the dealer honor all commitments made? No
sales Rating

deception

by rennie67 on 12/28/2015

I was on line looking at cars the other night. Well next morning I get an email saying I was approved. So I call the sales man up and I decided to take a trip in there. To make a long story short. I was there for over three hours no approval no car. They could of told me this before I walked in there. I will never recommend this place to no one.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? No
service Rating

Disapointed new lexus customer

by angelpam13 on 10/20/2015

I purchase my car from Koons Lexus about one year ago, the deal was made and when we came to pick it up, the car was not even ready after we waited an hour, They did bring it out to us but the sales manager had not informed our salesman. Then I have been to the service shop for two uneventful oil changes which are fine, however when I just can for the 15k service, well, 1hr and 15 minutes turned into 3hr wait without some one keeping apprised. They were adding a alignment(which I agree to) but took over 1 1/2 hrs and I had to find someone to get my car, This made me late for Dr. appointment I had scheduled. They did knock $50 off my bill, however, time is a great commodity and I would not have waited, but dropped my car off. Hopefully future service will be much more pleasant and efficient as a new Lexus customer, I just expected more.

  • Recommend this dealer? No
  • Were you satisfied with the quality of work performed on your vehicle? Yes
  • Did the dealership complete the work within the timeframe promised? No
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? No
  • Did the dealer honor all commitments made? No
sales Rating

Absolute Worst Car Buying Experience

by expertreview1 on 09/05/2015

This was the worst car buying experience of a lifetime. The Salesmen and the Managers at Koons Lexus Dealership in Wilmington, DE have no class and zero respect for the customer. Do not go to this dealership with children as the staff have no regard for shopping with your family. My children and I waited outside for several hours while my husband finalized paperwork. Meanwhile, the Sales Manager and Salesman arranged for another customer to test drive our vehicle that we were purchasing. Since the couple did not have a trade-in Koons Lexus of Wilmington decided the couple were "Better Buyers." At this point after deal was discussed Salesman and Manager began changing terms. Never have we been treated so badly while making a purchase. Car Buyers beware! The Better Business Bureau does not think highly of these bad business partners.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? No
service Rating

Excellent service

by firemom2000 on 08/04/2015

Bruce Knapik Service Advisor excellent service reprehensive.

  • Recommend this dealer? Yes
  • Were you satisfied with the quality of work performed on your vehicle? Yes
  • Did the dealership complete the work within the timeframe promised? Yes
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? Yes
  • Did the dealer honor all commitments made? Yes
sales Rating

dishonest, disrespectful, and disregarded my time

by CarBuyer21234 on 06/03/2015

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.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? No
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