Hugo Trotman

Conned beyond any comprehension! These people are despicable first-class CON's and deceivers! STAY AWAY!!!! I am a long-term loyal customer of Toyota! I went to this branch to p These people are despicable first-class CON's and deceivers! STAY AWAY!!!! I am a long-term loyal customer of Toyota! I went to this branch to purchase a 2020 RAV4 for my daughter and pick up the SUV on the same day 02/29/2020, when I came across a 'CERTIFIED USED' 2019 Toyota Tundra with 4800 Miles, they had parked in front of their entrance. The similar BRAND NEW truck, 2020 Toyota Tundra was priced at 55K, even though this truck was listed for 52K with 4K miles on it, we agreed on 49K price with the 'General' Sales Manager "GSM", so I went on and completed the paper with the sales guy, while not being told that this vehicle was under a '2 SERIOUS MAJOR RECALLS' until the last minute when I sat down with the finance gentleman, who during the signing off asked me to sign off on bunch of paperwork on his DESK screen tablet, then a sales representative pulls in the office and asks me to 'sign off on additional paperwork because we missed some forms'. So I did go along to his desk and we signed off and all of the sudden every page that I signed had been marked using a pen and asked me to initial to waive their responsibility, which looked very fishy, so I confronted the sales representative Hu.. and told him this vehicle was supposed to be 'certified' and not under any 'Major recalls' list! His response was: "Koons have all the customers sign off on similar paperwork and this recall will be corrected when the manufacturers sends out notices"! BEAR IN MIND THIS ALL OCCURRED IN THE last MINUTES of my 6-7 HRS OF WAITING AROUND. So I went back to the Finance representative and kept on signing paperwork, when we reached the warranty portion, there was a clause describing this as USED 'CERTIFIED VEHICLE' and a deal reached with the GSM initially on the premise that this was practically a new vehicle with only 4K miles on it, as a certified vehicle. So, I stopped the finance representative and said wait a minute: "The sales representative that pulled me out of your office a few minutes ago had me sign paperwork that this vehicle is under several major recall, and does that make a certified vehicle!?" He responded: 'No way, he did, but the truck is shown here as a "Certified Vehicle"? This vehicle is fairly new', so he dug up some more paperwork and saw a CARFAX REPORT signed and initialed all over by Koons Sales Representative waiving liability, then he suggested to add extra coverage for free on top of the bogus maintenance plans he pitched and I fell for in the amount of $8K. I said that the reached prince agreement was based on the 'Certified' vehicle not a recall! The finance gentleman said: 'Therefore I am throwing an extra coverage free of charge on the top of your 80k for $3K". THIS ALL HAPPENED AT AROUND 10:15 PM ON A SATURDAY FEBRUARY 29TH! I was than given a thumb drive and not a single document, and drove off home... when I received the coupon payment, I am looking at the balance and the balance was about the same as the original balance of $49K, even though I put down a $15K down payment! So I asked my daughter for a laptop and told her to plug in the USB and review the sale agreement, and sure enough I found out that I was CONNED & SCAMMED with all kinds of useless maintenance plan for 'Wheels', and so on. ON THAT NOTE, I had her print out all the paperwork and rolled in to Koons Toyota and demanded that Toyota cancel all these plans and make good on the vehicle that was sold under the guise of being a "CERTIFIED VEHICLE". The finance representative was the same guy that had me sign off on all the plans originally and acknowledged that he had me buy useless coverages and that he added additional coverage for a vehicle that turned out to be on a recall rather than 'CERTIFIED VEHICLE' as agreed upon. The finance guy response was that: "I remember and no problem at all, as long as you get the GSM to agree to some sort of deal I have no problem backing you up", who at the time, the GSM's name was 'Warfa, who I confronted and sat in his office, while trying to neglect and refuse to own up to mistake 'intentional in my eyes', and suggested I call and speak to the General Manager "Amar Rana". I have called the GM Amar Rana, on three different occasions last week and left a lengthy voicemail with all the details explaining what occurred, he never called me back, therefore I called Toyota Corporate's "Customer Experience" and opened a ticket explaining the entire thing. The Customer Experience representative open a ticket number and stated that 'Customer Relations Manager from the branch will call you within a 24 to 48 hrs.’' It has been a week and I haven't received a call from the GM Amar Rana, or the Customer Relations Manager that this ticket was assigned to! More

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Outstanding Customer Service - Hugo Trotman Hugo crafted and enabled a wonderful purchase experience. I was on the rebound from a poor experience with another dealer (in Maryland). I approac Hugo crafted and enabled a wonderful purchase experience. I was on the rebound from a poor experience with another dealer (in Maryland). I approached my experience at Koons with distaste. Hugo changed that. I drove away with confidence, and I recommend Hugo to everyone. I came to the dealership through USAA. Hugo was my point of contact, and from the first communication he was consistent and present. He was more than a robo-email. I am an out-of-state customer, so I took Metro to the dealership. Hugo met me--picking me up with the vehicle I was there to see. Further, knowing that I would likely be interested in another, similar vehicle, he had pulled the keys, so that we could move from one vehicle to the other. Hugo was considerate, efficient, and communicative. He informed me without pressuring me. He found the balance among advice, sales, and patience. Hugo's after-purchase followup also has been outstanding. I had a "we owe" that he helped coordinate. Hugo also came into the dealership on one of his out-of-office days to make sure that my vehicle was handled. So, on the rebound from a poor experience, Hugo provided outstanding service before, during, and after purchase. I highly recommend working with him. More

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transparent process, and good deal Last Saturday, I worked with Koons Toyota Salesman, Hugo Trotman, to purchase a 2016 Toyota Prius. The entire process was transparent, fair, and very Last Saturday, I worked with Koons Toyota Salesman, Hugo Trotman, to purchase a 2016 Toyota Prius. The entire process was transparent, fair, and very refreshing compared to many car dealerships. There was a no haggle price, which was a fair price, and all other fees were clearly laid out. Hugo was informative, friendly, and professional. I test drive the car, discussed some details and then decided to purchase. I am pleased with the deal and would go there again. More

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Hugo Sales Consultant My experience working with Hugo was remarkable from start to finish. Hugo’s professionalism was superb and I would definitely recommend his service as My experience working with Hugo was remarkable from start to finish. Hugo’s professionalism was superb and I would definitely recommend his service as well as this Toyota dealership to others. More

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