1 STAR: ANY TIME A CUSTOMER HAS TO GET CORPORATE INVOLVED TO DO THE RIGHT THING THERE ARE MAJOR ISSUES WITH LEADERSHIP WITH IN THAT STORE! Decided on a car from this dealership after much discussion with the salesman and GM (Mr. Ali Zaka). The sales staff and sales manager were all nice and professional. However, the GM who is highly competent, is a huge a concern; he lacks integrity! He was nice and cooperative initially but it all changed when I identified an additional repair after the agreed on terms. (Firstly, he would not drop the outrageous "processing fee" or drop the price of the car to offset the ridiculous fee. Secondly, after I showed him a list of 7-8 cars I planned to look at after, he even jumped on line and confirmed that his price was the 3rd highest in the region but was still willing to let me walk. I decided however that while the car was pricey it was a good value based on my needs. Thirdly, part of the due outs to me was to repaint the rear bumper (scratches and clear coat peeling), and replace a transmission seal all which were completed in a 2 week period.) The day of signing the purchase order, I put a very large down payment down and was transferred to the loan department to complete the purchase. When the loan department (female??) learned that I only needed a small amount of money (between $5-8k), her tune changed and she stated that she wouldn't be able to get me approved, that's after running a credit check. She stated that bank will be me a loan for such a small amount! I called my bank and was approved over the phone in 10 minutes - what a joke! Bottom line is that she didn't want to be bothered doing the paperwork for such a small commission. She was also extremely rude to Moe Farooqi, salesman, who was very professional and didn't deserve being chastised by this lady, especially not in front of a customer. I am finally told my car is ready for pick up (2 weeks). When I arrive to take possession I noticed numerous dents in the hood (similar to hail damage) that weren't present the day I signed the purchase order. I was upset and told them I would not take the car and wanted ALL of my downpayment back. The sales manager who was extremely patient said he would call Mr. Zaka for guidance. When Ali Zaka, GM, was informed that I was not taking the car in its current condition and wanted my money back, Mr. Zaka stated I could have my money back minus the cost of his repairs (paint work, transmission seal). I told the sales manager that response was unacceptable. The next day I contacted KOONS Hq, Ms. Beth Kerr, (703) 790-9800, and explalined my circumstances; she is an excellent advocate for the customer and listened intently. The next day I received a phone call the next day from the GM that my car was going to be repaired to my satisfaction!
KEY TAKEAWAYS: 1) Do not give dealerships a large down payment; minimum suffices until you are ready to finalize finances - THEY COULD HOLD YOUR MONEY HOSTAGE! 2) Do not take possession of any car until you are 100% satisfied, regardless of how far along in the process; it's still their car! 3) if you decide to throw the dice and purchase a car from Koons you better have Ms. Kerr's contact information as she's your only hope for a positive outcome should issues arise.
FINAL THOUGHTS: KOONS brand/name is being tarnished because they are not hiring personnel with high integrity. Remember, it starts from the top down at each dealershp. My opinion, the best dealerships are those driven by customer satisfaction, honesty, and integrity!