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July 2023 by Verdell J.
Had a free Friday so my fiancée and I decided to take a look at a new car and went here. Our salesman Martin Ervin was friendly and receptive showing us several models and she fell in love with a 2022 NX. At the time we had to leave and crunch some numbers and thats when the horror starts. We determine that it's financially feasible and she drops a $1K deposit on it on Monday. The car needed some touchups and they were placing new tires on it. On Tuesday she was originally supposed to sign paperwork but I told her since the vehicle wont be ready no rush to drive 35 miles for paperwork and call Martin. She called and he was really abrasive and rude but this information never made it my way. On Wednesday Martin wanted her to come sign paperwork again but I said not until the vehicle is ready and we can take the drive on Friday call and tell him. She seemed real hesitant and anxious to make this call which she did on Wednesday morning. She calls me hysterical and in tears because Martin was yelling and screaming at her because he couldn't wait until Friday. I wanted to go there but we knew that wouldn't end well so I am starting my campaign to avoid this Lexus dealership at all costs. The Lexus brand has an impeccable reputation but to have sales people's talk to customers in this manner is totally inappropriate and unprofessional. We were talking about a 2 day difference for signing paperwork and having the vehicle ready but this sales man decided to violate all rules for customer courtesy and yell & scream at a woman who just wanted her dream car. I am so pissed but i will let the power of the pen handle this. If you want to be treated like a customer that matters then go elsewhere. Look at the ratings yourself and AVOID this place!
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July 2023 by Kelley V.
I did an online search for a Lexus. Got a call within minutes from the manager -Drew Scott - asking me to come in and test drive a car. He assured me that Friday night was not an issue even though I addressed it several times saying I didn't want anyone to have to stay over .(that I could come on Saturday) But he insisted on Friday. So Friday night I drove 30 miles to the dealership with an over 800 credit score and $10,000 toplay. From this point on it was a joke. The sales rep - John Mason-told me that due to construction he could not find the car but only the key to the car that I wanted to test drive. instead he said there was one parked outside when we went out there, he asked me to look through the windows at the car and asked me if I could come back on Monday. WTH?? He then boldface lied to his manager and said the car I wanted to drive was blocked in by two other cars that he couldn't find the keys.... to while his wife waited in the parking lot for him to get ready and go somewhere with her. the manager that told me to rush out on Friday ...and told me that everything would be ready for me asked me to come back on Monday? You've got to be kidding me Monday and not open on Saturday. Whatever the reason for this disgustingly poor service that I received made me never wanna step foot in that dealership again, I'll buy my Lexus from another dealership for sure. Not sure if it was a woman shopping alone or the fact that I had a trade-in that they asked me nothing about or knew no way to get around?? Seriously isn't that your job ? instead of asking me what car I like -they asked me what I could afford and then told me that several cars were out of my range .Really?? What a missed opportunity to start a long-term relationship with a customer who would refer many people to them. Straight up wrong- straight up rude -straight up a waste of my time. And my time is just as valuable. Sad - out of touch people . Get your s*** together boys. Nonsense
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June 2023 by Pop M.
Would have liked to buy a new Rx350 here but was so put off by the responses or should I say lack of a response I hesitate to rate this dealership above a one Star. Made an online inquiry. Received an automated inquiry on my trade. Provided the information and someone came on wanting my home phone. I said until we are on the same page I prefer email. No response. Weeks went by and I pursued other options until Greene fired off an email after I asked him what's going on. He apologized, said he just got back and was still interested. I had found an 2023 RX 350 premium on your lot listing for just over 60K and provided that to Greene while he was absent to which he didn't respond that time either. I asked him when he finally responded to look over my emails. It had been a couple weeks and he wanted to reconnect. I was reluctant but asked him to review my offer and simply respond "Yes or No" and perhaps how far apart we are. That was 5 days ago. I'm done with Koons. To get jerked around over a potential 60K plus sale is reflective of a dealership that has no business representing a high end brand. Shame on them and I don't want to hear from these people with excuses or contact information or apologies. Simply not worth reading meaningless scripted insincere responses
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May 2023 by A G.
I have to say I've been coming to Koons for many years. The last 2-3 years I've worked with Danielle as my service representative and I can not speak to everyone else, but Danielle is the absolute best. She consistently goes above and beyond my expectations. On one occasion for example I decided to take my tire off at home and just drop the tire off for flat repair. Subsequently I lost my wheel lock key. Danielle suggested taking a picture of the lug nuts and sending it to her and then picking up a new lug key. To my surprise this worked flawlessly! My car is now 7 years old, and although there isn't a new Lexus I'm in love with, I'm going to certainly buy one solely based on the level of customer service Koons has provided by way of Danielle.
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March 2023 by Jennifer G.
I've had my car serviced here a few times before this one. I've always enjoyed how pleasant the experience WAS. However, this time outweighed the others. I arrived at my appointed time and was ignored for at least 15 minutes. Then the service manager, Tim proceeded to ask me who and what I was here for. I explained. That's when the huffing and puffing started and the long deep sighs as if this isn't his job. It's 4:45 or so and he tells me he won't get to the car today and they close at 6, insinuating that my appointment was too late in the day. So here I am, here for front brakes & some shaking and he goes on to make snark comments about the check engine light that wasn't even on! He was very dismissive to my concerns, uninterested in HIS job and acted slightly disgusted for whatever reason. Even upon giving me the loaner, it was like a "here, bye !" Attitude. I initially walked in prepared to have this dealership fix whatever was wrong and KNEW the moment I was done dropping the car off that I would never come back. THEY ALSO HAVE GOOGLE REVIEWS TURNED OFF so it appears as if they are a solid company. But if that's the case, why turn off the ability to post new reviews ?
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October 2022 by Romeo R.
I came into the location on Saturday October 28th. I met with Kia, very sweet salesperson. We first walked in and I stayed I wanted to buy a car. The manager who said hello when we first walked in said Kia will be with me in a moment. I waited 10 minutes, I introduced myself to her and I introduced her to my partner as well. We went into the office and told her what I was looking for, etc. she repeated back something completely different. Then a manger came in and said I hear your lookin to buy a car and I said yes and he said he had vehicles that were $10k above my budget. I just looked at him, and I told him what I was looking for. Kia then drove us to the other lot and I had said when I first caCame in that I needed a car with leather and no cloth and a roof is a must. The vehicles I was shown didn't have leather and the other didn't have a roof. When we were looking at the garage down the road, Kia took a personal phone call. I was very surprised by this. I normally only deal with Wilkie Lexus, this is my first time coming to Koons. I came back to the location and I was told I had to wait for a manger to come out. After 5 minutes of waiting, I come out of her office and I see the manager and 4-5 others in his office and he finally came out and I just said thank you and left. Kia was very nice, but didn't give that attention that I thought I would of gotten as a valued Lexus customer. When I left to drive back to Philadelphia, I stopped at Union Park GMC and got the best customer service and no waits to speak to a manager or sales person.
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September 2022 by Jena F.
One of the worst experiences I've had in a very long time. Danielle in the service department was nothing but unprofessional, rude and very short from the moment I walked in the door! While I was waiting for my car, I was absolutely shocked by how the service team spoke to other customers on the phone - I guess this is a normal way of doing business. I can't believe this is a Lexus organization!
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June 2022 by Neil D
Patty is the best. She will be able to help you with whatever you need.
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June 2022 by Andy D.
Whoever the lady is at the front desk was really rude when I tried to tell her that service won't pick up. I also was waiting on a pick up appointment scheduled for 10:15am. It is currently 5:15pm. Very disappointed in Koons, thought Lexus would have better service considering it's a luxury brandOn top of that they tried to charge me $450 a tire last time I came there lmfao. I then call back couple months later now it's $218 a tire. Just wow. Unbelievable.
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April 2022 by Gunnee mujahed
At first I resisted the warm friendly and efficient atmosphere. Then I met Sean in repair and he made it impossible for me resist being a full-time customer with a 401k I'm sold! The most compelling vision was the amount of trade in cats from Ford Nissan Porsche audi and Gmc lol ? ? ? ?. Six sigma is the bread and butter of the Toyota/Lexus way
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December 2021 by edward Fletcher
We went to Koons Lexus in October and ordered a 2022 Lexus NX the salesperson asked for an received a $1000. deposit. She said this would insure that we would have first choice when they got their allocation of new 2022 carswe also sold our 2019 Rev 4 to Koons Lexus in October however Koons Lexus took a month and a half to pay us even after they had a clean title for the carWe got a call from Koons Lexus last week an were told our car would be in at the end of the month we were asked to come in to complete the paperwork on the carwe went to Koons Lexus this past Tuesday 12/28/21The salesperson said that the car would be delivered to our home a few days later.When we got to the dealership we were told that there was a $5000.00 dealership premium added to the MSRP because these cars were in high demand... REALLY!!! we ordered our car three months ago and picked out the Lexus NX allocated to Koons Lexus a month ago we were told that this would insure that we would get the first car the dealership got. We said no deal to the added premium... After the salesperson talked to the manager we were told that they were going to wave the premium. The new figures they put in front of us were full of mark ups and over chargesWE cancelled the order got our deposit back and leftBoth my wife and I felt like we needed to take a hot shower after that experience with rip you off Koons LexusBuyer be ware
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October 2021 by Claudio Vilches
Bought a vehicle.... friendly place... only thing was that it took longer than usual to get the financial paperwork completed.... other than that, I would recommend to my friends
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August 2021 by Ashley W.
I bought my car in May. There was a 3 month trial for the Enform system, but I never got to use it because of a part that needed to be ordered. I've called multiple times, been told someone is going to return my phone call, even went to the dealership, and now I'm going on 4 months with the car and Enform and the car mic don't work. I'm now going to Lexus in Towson since this one is completely unreliable after they sell you the car.
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April 2021 by Steve S.
Very shady dealership. Purchased a car with a clean car fax and found out later that there was undisclosed accident that they knew about. I had them take the car back and refund me all my money. Took a $300 Uber ride from their dealership to Pohanka and bought a new car that same day. Do not trust KoonsIn response to your lies.I don't buy cars to return. I gave you 3 weeks to fix the problem. Only in the end did your service manager say no I'm not installing what you promised to do. That's when I finally have up working with your dealership. You are still trying to sell the car I returned with undisclosed accident and 4000 more miles than it lists on your website. My photos don't lie only you do. My Google review has all the photos there of this carPhotos of the mileage on the car, me owning it 19000+ and it for sale in your website 15000. Photos of actual time and date of the accident. Photos of it getting two run flats repaired. Yes plugged. Since it's my car I can do what ever I want to fix it. They can not sell you a certified car with repaired run flats. Yes, Koons lie and deceptive. Look what they did to scam lexus on the warranty. Customer can not only put one mile on the car since December when it last came in for service.Added vin number so Google search will pop up JTHR9JBH5L2028826
