Lexus of Wilmington
Reviews and Complaints

Horrible finance department! They got my deposit and did credit my account. I contacted Lexus parent company and they passed the buck between them and Lexus Financial. I regret ever doing business with them! Choose another dealership or a better manufacturer.

So, I wrote a review 'bout Koons Lexus a while back, on 04/23. Well, since then, the service folks there got in touch with me and fixed up all the problems I had with my used car. Gotta say, they were real nice 'n' polite, and I didn't have to wait too long for my appointment. I'm mighty pleased with how they handled the issue, and I reckon I'll keep on buyin' all my cars from this here dealership. Veronica Lynn

This dealership is really sketchy. I bought a car from them thinking it had a clean car fax, but later found out there was an accident they didn't tell me about. I made them take the car back and give me a full refund. Then I had to take a $300 Uber ride to Pohanka and bought a new car there on the same day. Don't trust Koons, they're a bunch of liars. I don't buy cars just to return them. I gave them three weeks to fix the problem, but in the end, their service manager said they wouldn't do what they promised. That's when I gave up on working with them. They're still trying to sell the car I returned, even though it had an accident and 4000 more miles than what they listed on their website. My photos don't lie, only they do. I have pictures of the car's mileage, showing that I owned it for over 19000 miles, while they listed it for sale with only 15000 miles. I also have photos of the actual time and date of the accident, as well as pictures of the car getting two run flats repaired. Yeah, they were just plugged. Since it's my car, I can do whatever I want to fix it. They can't sell a certified car with repaired run flats. Yeah, Koons lies and is deceptive. Look at what they did to scam Lexus on the warranty. The customer can't have only put one mile on the car since December when it last came in for service. I added the VIN number so that when you Google search it, the 2020 ultra sonic blue 2.0 circuit red ux250h will pop up.

On September 18, I traded in my 2015 Nissan Altima for a 2018 Chevy Impala at Lexus of Wilmington in Delaware. But, Lexus of Wilmington didn't give me back my PA license plate KDP 1835 from the old Nissan Altima that was registered under my name. When I asked about the missing license plate, they gave me the runaround and finally said that the KDP 1835 was gone. At the same time, I also asked about the new PA license plate for the Chevy Impala. They said it would be sent to me by mail. But now, the temporary DE tag that Lexus of Wilmington gave me is about to expire, and I still haven't received either plate.

On 7/15, I bought a 2021 Lexus NX. I drove it for a week and noticed that I had to fill it up twice, which is a whole lot. So, on 7/20, I called the dealership and told them that there's something wrong with the car. The next day, on 7/21, they took it in for service, test drove it, and said that the car is fine. But here's the thing, I'm only getting 14-16 miles per gallon (mpg), while the sticker says I should be getting 22 city and 28 highway, with an average of 24 mpg. The service department, along with ***, the service manager, told me that I need to drive it until 15k miles so that the car can adjust? I've never heard of such a thing before, and this ain't my first new car. Something's definitely wrong when I have to fill up twice a week. The salesperson told me that only 1% of their cars have this issue. I want Koons to either buy back the car or let me trade it for something that actually works properly. I've been fighting with them about this issue since day one.

About 2 months ago, I went online to find a car to lease. I selected a few options and submitted lease financing applications online. Koons Lexus of Wilmington contacted me, even though my credit isn't the best. I mentioned this to them, but they assured me that I was approved for a 2021 IS300 lease. They provided me with down payment information and asked me to come and get the car. However, when I arrived, they informed me that they had just run my credit and realized that I needed a co-signer because I have tier 1 credit. It was a bit frustrating, but we managed to work it out.

The car had only 50 miles on it, but soon after, I noticed that the radio wasn't working. I took it to Koons after having it inspected at Wilkie, but they told me to go back to Wilkie since that's where I got the car. It turns out that the rear spoiler wasn't installed properly, and the car was flooded with 3 inches of water. Now, they have to rewire the car, and I'm worried about potential mold and other issues. It's disheartening to have just bought a car and already have these problems.

What I really want is a brand new vehicle, but it has been 3 weeks of waiting and I haven't heard anything. I don't want to pick up this car; I want a new one.

I had a bad experience at Koons Lexus in Wilmington, DE. They did some shady stuff with my credit without my permission. I'm even thinking about getting a lawyer involved. They kept insisting that they needed my info for "identification" purposes, even though I already had financing through my credit union. I told them over and over again not to pull my credit because I didn't want any more inquiries and I didn't need their financing. But they just kept telling me stories about identity theft and bad checks, like I was some kind of criminal. I tried to explain that my bank could verify the check, but they didn't listen. The finance director asked about my interest rate, even though I didn't need their financing. Then he told me to just enter my info and put in all "111"s for my social security number, promising that they wouldn't pull my credit. So I entered my personal info, but I didn't put in my social security number. And guess what? They still pulled my credit! At first, they didn't want to show me the report, but when I threatened to involve the police, they finally gave it to me. This was definitely some shady lending practices. I told them not to run my credit, but they did it anyway. And they did it without my social security number! They kept pressuring me to enter my info, saying it was a dealership policy because of 9/11 and fraud. But when I asked if it was the car manufacturer's policy or just the dealership's, they said it was just the dealership's policy. But they couldn't show me any written policy or explain why it would apply to a customer with their own financing. I have the actual credit report that they pulled, and you can see that I put in all "111"s for my social security number. And I even have an email thanking me for my "loan application." Just to give you some background, I've been a loyal Lexus customer since 1997. I think maybe they were able to pull my credit because of a previous loan I had with Toyota in 2004. But the dealership didn't know that, and they still pulled my credit without my social security number.