I purchased my 2020 Everlasting Silver Telluride from Waikem Kia, located in Massillon, Ohio. If this experience had not occurred, I personally would have a hard time believing it if someone had told it to me. My experience is almost like the script of commercial or a promotional short film. This was the single greatest experience I have ever had during the purchase of ANYTHING in my entire life. First, the initial encounter I had with the dealership during my cold call was with a young man by the name of Josh Tracy. He was not involved in the sale of the vehicle, but he was gracious enough to answer most of the question we had and let the Wayne and Jeff Ross that we were interested in a vehicle. This was Friday March 6, 2020 and even more impressive, AFTER HOURS. I informed Josh that we had an out of town soccer trip and we would not be home for a few days by email but that the appropriate party could call us while we were away. I had no idea I would be getting my credit checked at half time a soccer game but the persistence of Wayne Ross made it happen. I received an email from Craig Waikem at 2:35pm March 7, 2020 thanking me for prequalification.
After out soccer trip was over and we traveled back home we began to make arrangements to travel to Ohio. Did I fail to mention I was in Texas? Wayne Ross was so helpful in this endeavor he was action as a de facto travel agent. He made suggestions about flight times and destinations, about hotel arrangements, rental car locations and anything else you could think of. He even volunteered to pick me up from the airport. I thought he was kidding. I eventually settled on a flight, from Houston, that would make into Cleveland at 1:35am local time and just like Wayne said, he was there to get me...at 1:35am local time. I was most impressed that anyone would do this for a customer!! My first inclination was whether this guy had a life. My first impression was that this guy’s life is doing great work. He drove me to my hotel, picked me up and took me to the dealership from the hotel the next morning and handed me off to his brother Jeff Ross, who was equally impressive. Jeff took time out of his day to drive me to and from the bank, we talked about our kids, family and life in general. Before we talked about the vehicle, I felt I had known both Ross brothers all my life. They were very generous and authentic. I was comfortable enough with them to let them share their disdain for my beloved Dallas Cowboys without yelling out how many rings we have in Big “D” in response.
Once the business was handled and Jeff handed me the keys, he then began to orientate me on the Telluride. He was very informative and knowledgeable about all of its features. He made sure I knew where every gadget was but informed me as time went on, I would continue to be impressed with the things I would later discover about the vehicle. He answered every question I could come up with and did not leave my side until I was comfortable. Jeff, Wayne and Josh, also knew that I was about to drive 20 hours back to Houston. After Jeff explained everything, Josh, whom I later found out was Jeff’s son, came out to congratulate me on my purchase and wish me safe travels.
I drove out of the lot at about 12:21pm local time in Massillon, OH, headed to Texas. During my trip, Jeff and Wayne called me several to check on my progress and my wellbeing. I also called them several times and they answered question after question with no hesitation or impatience. Because of them, this entire process changed the standard I will have for any other large purchases I will ever make. This is how this process should be for everyone. The other salespersons I have dealt with in any other area should be asked to attend the Wayne and Jeff Ross/Josh Tracy school of how to deal with a customer. They made it easier to purchase my 2020 Telluride than my local dealers. I would do it all over again if I had to. I will also others I know to make the same decision I did. I even got to take pictures of the Football Hall of Fame. Thanks again, Jeff, Wayne and Josh.