Reason for Visit: Sales (New)
I recommend this dealer: No
Employee(s) Dealt With: Tatiana, James Lavender
My Review of Koons Honda - Koons of Manassas:
To begin, this is the first time I have ever felt compelled to take the effort to write a review (positive or negative) for anything, product or service. My experience with new car sales at Koons Honda was the absolute worst I have encountered (I have been to several DC area Honda dealerships.)
I test drove the car I wanted and sat down, ready to buy. For starters, the salesperson didn't quote any price to me at all (not the MSRP, nor the price the dealership was offering), and tried to find out what I was willing to pay per month, and what length of loan I wanted. I know that dealers often do this, but I firmly reiterated that I was more concerned with nailing down a price for the vehicle. She asked us what other dealers had offered us, and we responded with our ideal price. I had done research with dealer offers and a True Market Value report, so I know that price I asked was, while on the low side, not unreasonable. The salesperson scoffed (yes, scoffed!) and told us the price was unreasonable. We asked (respectfully) what price the dealer could offer, and she went to discuss with the manager. (In my experience, this is where the dealer comes back saying, "Well, can't do your price, but I could sell it to you for...")
She returned with the manager, who said (my best recollection of the wording), "I just wanted to say that I heard the price you wanted, and I can't really sell it at that price, so thanks for coming in. Bye." After we got over our shock at his response, we explained that there must have been some misunderstanding, and that we were interested to hear the dealer's best price. The manager gave us the spiel about low profit margin, supply and demand, etc. (that's fine, I've heard it before), and then quoted us, essentially, MSRP. We asked him (respectfully) if he could knock the price down $400, and he came back with an offer knocking the price down $250. He stuck his hand abruptly in our faces and said, "Thanks for coming in. If you want to take the offer, let her know," and then left. To be honest, I was willing to buy the car at that price, but after the cold and curt attitude of the staff, I wouldn't buy a car from that dealer for any price. Needless to say, we didn't take the offer.
It's hard to capture in words, but the attitude of both employees throughout the process was haughty and disrespectful. There were none of the smiles and friendly words I have encountered at other dealerships. I have been at other dealers where, after 2+ hours of looking and negotiation, I ended up not being ready to buy. The salespeople were courteous and friendly throughout the entire process, even as I was leaving emptyhanded. During my 45 minutes in Koons Honda, I was treated as an inconvenience and with a complete lack of common courtesy and respect. I was friendly and respectful the entire time I was there, never belligerent. I understand that Koons is a large dealership and probably has high customer traffic. I don't believe that this is an excuse for treating customers without the slightest modicum of respect. In my opinion, common decency and a friendly attitude are more than good manners, they are good business.
I've read the responses Koons gives its negative reviews, and I'm not interested in hearing their excuses or explanations. There is no excuse for that kind of treatment.
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