My Review Of Koons Tysons GM:
Monday August 23 starts as a lovely sunny day. My wife and I are promptly picked up at 10:00 Am by our salesman Earl Jones and are driven to the dealership to pick up our 2010 Chevrolet Equinox that was ordered in May. The SUV is sitting out by the dealership all clean and shiny. We are taken inside and told to take a seat as Earl has to finish with another customer. After several minutes he comes over and tells us that the paper work is being prepared by Mr. Marine, the sales manager. We are offered drinks by Mr. Jones which we accept. As we sit there we observe Mr. Marine on his computer, his telephone, and his walking to and fro while he is working on our paper work. After about a half hour he comes over and introduces himself and says there are some delays but he is working on it. Later Mr. Jones comes over and asks us how we are paying for the vehicle. In May we had told him that we were leasing the vehicle. It was in his notes as he had given us several figures depending on how much we had put down. He then tells Mr. Marine who appears to be surprised that we are leasing. This appears to cause more delays. He later tells us that he had no idea we were leasing and had to do paperwork all over again. We wondered why we had spent all the time in May discussing the price and financing of the vehicle. It is now approaching noon and my wife has a medication to take that is time sensitive, we had no idea picking up a vehicle would take over two hours. So, we get a dealer plate and take the vehicle home to get the pill and return to the dealership. We "complete" signing the papers and go out to the vehicle to set up OnStar, this takes a while but goes well. It is now afternoon and we are hungry for lunch, in May we were offered lunch by the dealership, now that we had the vehicle, no such offer. We leave for lunch and return in about an hour to finish getting instructions on all the vehicle controls. Mr. Jones is not available so another salesman comes out and shows us all the controls and how to work them. It is now the middle of the afternoon. We go home and I decide to finally look at the lease contract in a non stressful environment. I noticed two major mistakes. First of all we thought we had the credit union price, as we had re done our prior authorization that morning at the dealership, it was not on the contract. Secondly, to close the deal Mr. Marine had offered us the Smart Care program as a goodwill gesture to close the deal as the money factor from Ally had been raised since we received our original quote in May and we were not happy. No one had explained the money factor was not fixed until the car would be delivered, another example of lack of communication from the dealership. Well, on looking at the contract, the "goodwill gesture" was added as a charge, not really good will. I then called Mr. Marine, who quickly recanted on the listed price, "it was a transposition of numbers" sure it was? The numbers are totally different.As for the Smart Care, he tells me it was not offered fro free it was just to lock in the price of oil changes for 36 months.Again, sure? I told him to make a new contract with the new price and to remove the Smart Care and we returned again for the fourth time that day to Koons. When I entered the dealership, Mr. Marine wants to shake hands as a friend. I told him I do not shake hands with liars and just want the deal and we go back to the finance office and sign the new contract. On the way out a repentant Mr. Marine stops us and tells us that we can have the Smart Care for nothing, we had just misunderstood his verbiage, I know, there is no such word, guess it means "when I lie and get caught, I will correct the problem." Since we had spent the entire aggravating day at the dealership we accepted his offer, returned to the finance office and received the Smart Care program. If a dealership as large as Koons can do this to a customer, it is positively frightening how many people must be being taken advantage of. I did notice that GM had closed Bill Heard Chevrolet in Florida for such practices. I really wonder if our case is isolated as there was no communication between Mr. Jones and Mr. Marine, which stressed Mr. Marine or should such a busy dealership be able to handle a situation such as our with out such treatment to the customers.
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