Koons Lexus of Wilmington

Reviews 4

RA

Randy Smith

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 hasnt read John DiJuliuss book on customer service. John specifically mentioned Lexus as a five star customer service organization. Its one of the main reasons I chose Lexus. Ive 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 wasnt 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 dont believe that Oliver Wooten has any business being affiliated with Lexus. I dont 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. Im so disappointed I cant 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 dont 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 didnt 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 doesnt 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 dont 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. Ive read so many great reviews about Koons I wish I was posting a different story. This is what happened and apparently they have the audio and video of it. Im 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

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F.

F. LaVerne Depte

Absolutely the best experience!!! I shopped around 3 dealerships and chose Koons Lexus of DE because they were the most anxious to do business with me. My sales person was Jim Ruggiero who waited 45 minutes on a Friday after they had closed to help me purchase my car. He had a great personality and good at his job. In August, 2015, I had just bought a 2016 Mazda CX5 with all the upgrades and it was a sharp car. I was a little disappointed in the size and over all luxury. While out shopping, I parked my car next to a new 2016 Lexus RX 350 about 2 weeks before purchasing my first Lexus. Once seeing it, I had to have it and now that I have it, I am loving this car and its new design. I am so very pleased with the service I received at Koons Lexus of DE. On that Friday night, we agreed on the car and they gave me a generous trade in and put me in a new Lexus sedan for the 10 days it took for my special ordered car to come in. Once in, the car was gorgeous and I really appreciated the tech person who took over an hour to make sure I knew how to use all the features. I was also happy that she helped me capture the moment by taking great pictures of me and the car. Finally, yes I would recommend Koons Lexus of DE. Their facility is beautiful and we enjoyed siting around the fireplace while we waited for the car. All the staff that we met were very friendly.

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HA

Hassan Hayat

I bought a 2017 GS 350 from here. It was a very smooth transition. I came to pick up my 2015 GS form getting serviced and saw a 2017 GS in the showroom and figured I would upgrade. Kelly the sales rep ran the numbers and we came to an agreement after some negotiations. Drew the finance manger is great. He got the paperwork done very fast. Took me less then 10 minutes to go through all of the paperwork. I did get the Tire & Wheel protection through Lexus, I highly recommend getting that if you get the premium wheels. I had that with my 2015 and it came in handy several times. Came in the next morning to pick up my car since the car needed to get detailed. Debbie the technology specialist went through all of the features of he car with me and setup my hands free for me. She took her time to make sure I was comfortable with how all of the features worked . I would definitely recommend Lexus of Wilmington to my family and friends. They have an exceptional staff form sales to service. They have some of the friendliest service staff.

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VE

Venus Davis

I had an amazing experience here last Friday my service person was Jazz and his supervisor Moe gave me customer service that I havent seen anywhere else. They should perform customer service trainings for other Lexus dealerships and anywhere else that are struggling with customer service complaints. I would never return to my original Lexus dealership its worth it for me to pay gas and toll, so I can feel appreciated as a customer rather than someone just collecting my money and sending me on my way. Everyone I encountered there was friendly and wanted to do everything to make me feel comfortable and to make sure my needs were being met starting with the young man that greeted me when I pulled in (didnt catch his name). I highly recommend this location they will get my business and my referrals. Thank you for all you guys did it was truly appreciated. It was nice to see that all dealerships arent the same and yall stand out from the rest definitely a breathe a fresh air.

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