Koons Mazda of Silver Spring

Koons Mazda of Silver Spring responded

Please allow me the opportunity to hear more about your concerns. I am Brian Orlove, the General Sales Manager and would like to get involved with your complaint. Would you mind sharing with me who and what happened so that I can help? We do not do business this way and would like the opportunity to get with you and help remedy your poor experience with us. You can contact me at either brian.orlove@koons.com or call me at 301-890-6100. Thank you for your time and we do appreciate your response.

GG4179 responded

Thanks for the courteous reply Brian. I actually contacted the dealer directly before I posted this review, but received no response. Below is a description of the experience my wife and I had at the dealership. On Saturday 2/12 my wife and I went to Koon’s Mazda in Silver Spring to get more information on the Mazda3. Our experience with the staff at the dealership was in a word, unprofessional. I am not used to being treated as an idiot. I have a Ph.D. from Johns Hopkins in Biochemistry, Cellular, and Molecular biology, my wife has a Masters in Environmental Engineering. Perhaps I should have made this clear from the start, but we are in fact not stupid. The sales person who dealt with us, Chris, did a fine job showing us the car (although he got quite flustered trying to explain how the sky active engine worked, I do understand that he is not a mechanic). However, he became irritated when I told him that we were not going to buy the car that afternoon, and would require 48 hours to come to a decision. When we went back into his office we had questions about trim level and availability. Chris could not work his computer. He blamed it on the Windows operating system. He left to get some help. When he finally came back to the office, he started with small talk. He tried to convince my wife to get her company to support a cremation business he was being paid to lobby for. It was uncomfortable and weird. After this he was finally able to show us a few cars that met our criteria. We wanted to know what the price of each model was. It took Chris over an hour to figure out the cost of the vehicles, and he seemed very unsure even after all that time. While he fumbled with numbers, we watched as several other sales people played on their phones. Chris also made an embarrassingly low offer on our trade in (other dealers offered us triple the amount). He said that the car had been in several accidents. This was a flat out lie. When we challenged him, he admitted that the Car Fax service was down, and he had no way of knowing how many accidents, or what type, the vehicle had been in. He also had a very hard time figuring out what the cost of the vehicle would be with a trade-in. We finally just asked him if we paid in cash how much would it cost. After leaving again, he came back with a number. To top it all off, we mentioned that we were going to Subaru to look at other cars. Chris said that we were starting a bidding war between them and Subaru. This was insulting. Perhaps Chris didn’t realize that he had already lost our business. While we like the Mazda3, and may still purchase one, it will not be through Koon’s Mazda. I hope that in the future Koon’s can train it’s employees to operate the inventory software correctly. I would also hope that the level of professionalism in the dealership is raised. In short. I was not “wowed”.

Koons Mazda of Silver Spring responded

Thank you so much for sharing your visit with me. Your experience with us is not what we expect from our sales staff. I do thank you for taking the time to share with me your experience and we truly apologize for this. The only way we know of a problem is when a consumer takes the time to share their experience whether it be good or bad. You say that you may still consider a Mazda. Please allow me the opportunity to make your Koons experience a much better one by allowing me to help. I take a lot of pride in customer satisfaction and it would be a privledge and an honor if you would allow me the opportunity to make this wrong a right. Once again I thank you for your time and your words that you have sent and hope you give me the opportunity to "WOW" you with excellent service and pricing. I look forward to hearing back from you and please share my apology with your wife also. Sincerely, Brian Orlove, GSM

GG4179 responded

Brian, Thanks for the apology, it really does mean a lot! I'll share your response with my wife and if we decide to give Koons a second chance could I request to deal with you directly?

Koons Mazda of Silver Spring responded

It would be my pleasure to help. Please let me know when I can be of service to you. By the way since you were looking at Mazda's; they have for the holiday weekend an additional $500.00 rebate that ends on Monday. Just a thought. By the way my contact information is: Brian Orlove General Sales Manager brian.orlove@koons.com 301-890-6100 (have them page me since I am all over the dealership) And thanks for understanding our growing pains. I will make it up to you if given the opportunity.

Koons Mazda of Silver Spring responded

I just wanted to reach out one more time to see if you have had time to reconsider and allow me the opportunity to help. I also wanted to remind you about Mazda's extra $500.00 rebate that will end tonight. I just wanted you to be aware of this. I also wanted to thank you again for taking the time to let us know of our your poor treatment. We have addressed these issues in our training meetings and have made the whole sales staff aware of perception and what is expected of them during business hours. I thank you for this insight. Sincerely, Brian Orlove

Koons Mazda of Silver Spring responded

Just wanted to let you know that they did extend the President's Day $500.00 promotion just in case you had decided to go with Mazda. I am still hoping you will put me to work and let me show you how Koons Mazda truly does business. Thanks again for your consideration. Brian