When I was looking to purchase a used vehicle, I ended up going to Koons Toyota in Easton, MD. I know many people have anxiety and horror stories when it comes to car purchases, so I was hoping for the best when I entered their doors. However, now I have a bad experience of my own to share.
After test driving the vehicle I was interested in with my salesperson, Keith Wenck, I felt like I was in capable hands. The other employees involved in the process seemed helpful and were falling all over themselves to get me in the vehicle. However, as soon as I cut the check, the helpfulness and communication went right out the window, just as I had feared.
A few days after my purchase, I encountered a few issues with the vehicle and contacted my salesperson. Thankfully, the issues I had with the vehicle weren’t major mechanical problems that left me stranded. After a ton of miscommunication on their end, they did have me bring the car into the service department, which was able to confirm what everyone involved already knew about the issues I was experiencing. The service department was defensive when I brought the vehicle in and, quite frankly, rather dismissive when telling me that it was my problem, not theirs.
Even after this interaction, it was clearly indicated by the salesman that he was making an effort to get these issues resolved for me and that he just needed more time. That was the last I heard from him despite numerous efforts to reach out to him.
Looking back on the events of the past month, the bottomline when it comes to my experience with Koons Toyota is pretty clear cut.
The salesman who seemed helpful and in my corner at first, ultimately left me with a handful of unresolved problems and didn’t bother to return my followup calls or emails. It was all about the sale, and my time or concerns were not a priority.
If things weren’t left open-ended, I would’ve walked away thinking that I had found a dealership and brand that I could depend on in the years to come. Obviously, that’s not the case.
I see on many of the previous reviews that the General Manager is quick to respond to negative reviews. I guess that’s a positive and part of the playbook, however, if the sales/service teams communicated better from the start, I wouldn’t be posting this review.