Robert Stoll | Page 3

Purchased a 2015 Elantra from this dealership from Scott Kulick on November 23, 2021. The price wasn’t great but average. December 14, check engine light came on due to a bad gas cap so I had to buy a new c Kulick on November 23, 2021. The price wasn’t great but average. December 14, check engine light came on due to a bad gas cap so I had to buy a new cap. Thus far that light has stayed out after purchasing a new cap. I’m from PA and had to do an inspection for my state after they finally gave me my registration. The vehicle failed due to rear brake pads, I had the issue resolved by my mechanic correctly to make my vehicle compliant to my state. I spoke with the dealership regarding this issue and their response was that it met the MD state requirements so they are not responsible nor willing to address the problem. Their belief was that 2/32” left on the pads meets the minimum for the state of Maryland so the fact it fails in PA at the same value is my problem. From my experience with this process it seems to me to be evident that meeting the bare minimum is acceptable practice for this dealership, regardless of the fact it will be below requirements in a month of usage. From my experience in purchasing a vehicle from this dealership and all of the little issues that have transpired culminating in a failure to pass inspection that I was left on the hook to pay for I cannot recommend do business with this dealership or it’s parent group. If the legal minimum of the state of Maryland inspection is acceptable to them they probably aren’t the ideal choice for purchasing a used vehicle from. Had this scenario happened to someone else who was unable to afford the added costs just to legally operate the vehicle in PA this could have ruined them. For me it boils down to ethics and to feel this is acceptable speaks volumes of the dealership and practices that could be expected from them. I would not return and would not do business with this automotive group in the future. If you’re from Maryland and okay with a vehicle that may be as mine was and barely meet the minimum for Maryland this dealership might work for you. If you’re like me and from PA and have to get it inspected when you get the registration, shop elsewhere with dealers that comprehend that even a used vehicle to it’s new owner shouldn’t have such basic problems not even a month into ownership. For the experience I’ve had I could have purchased from a private seller and at least then I could understand and expect this. More

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Excellent Service. Keep Up the Excellent Work.Great Excellent Service. Keep Up the Excellent Work. Great Work. Great Work. Great Work. Great Work. Great Work. Great Work. Great Work. Great Work. Excellent Service. Keep Up the Excellent Work. Great Work. Great Work. Great Work. Great Work. Great Work. Great Work. Great Work. Great Work. Great Work. More

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2018 great deals Bob Erwin was great assisting me with my purchase of a 2018 RAV4, he was persistent and continued to help until I found the vehicle that best suited m Bob Erwin was great assisting me with my purchase of a 2018 RAV4, he was persistent and continued to help until I found the vehicle that best suited my needs. Bob followed up after the sale to ensure my happiness and see if I needed anything else. He along with Vitaly Gurvich and George Thompson worked a great deal for me. A great experience overall, will refer all my friends to Bob, Vitaly and George. More

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Car purchase good. Service dept horrible! We purchased a new Toyota Highlander about 5.5 weeks ago. as far as the sale and purchase goes, we don't have any complains. Our salesmen (Drew) was n We purchased a new Toyota Highlander about 5.5 weeks ago. as far as the sale and purchase goes, we don't have any complains. Our salesmen (Drew) was new to the dealership and did a fine job. Regina from the finance department, did a superb job with us. Her customer service was outstanding! When we purchased the vehicle, we purchased an add-on, simple side molding. After inspecting the vehicle,we as well as Drew acknowledged that the molding had been installed wrong and was quite crooked. not a big deal, but after paying over 40K for a car we would like for it to be replaced correctly. We were assured, by Drew, that he would get it taken care of ASAP. I didn't hear anything from Drew for a few days so I contacted him. He told me that they needed to order the parts and then he'd set up a time for the installation. The following week, Drew told me to come in on a Tuesday, anytime between 10 and 2. I took off work, went in on Tuesday. When I arrived to the dealership service department, no one, new anything about me, my vehicle or the parts. After speaking to over FOUR people, the decision was made that we had fallen through the cracks and I was assured that the parts would now *really* be ordered and that the service department would call me as soon as the parts arrived, to be installed. I was fine with that. One week passed, nothing. Two weeks passed, nothing. Week three, we finally called the service department. They knew nothing. Our salesman was dealing with a family crisis, so we respected that fact and went to the new car sales manager, Dan Harkins. My husband spoke with Dan, he could not have been more kind and apologetic. Dan passed on our name to the director of the service department, Robert Stoll. A few days later, now we are four weeks out, Robert made one attempt to call us and left my husband a brief message on his cell. I should also add, the night we purchased the vehicle, we noticed some black marks throughout the tan interior on the doors and dashboard. We asked Drew if he could please have that cleaned and he personally cleaned up what we could see that night. The next morning, in the day light, we found several more black marks throughout the car and some black debris that look sprayed on the back interior rear walls, as well as gooey sticker debris in several spots. We did not make a big deal out of it, but my husband did ask Dan if they could please, at least clean out our brand new vehicle. Had we been able to fully see all of this, in the day light, we would not have drove off the lot with it like this. I personally returned Mr. Stoll's call the following Monday. From the onset of the phone call, Mr. Stoll came off very abrupt and unapologetic for his service department and the mistakes they had made. When I first explained to Mr. Stoll who I was and what the problem was, he didn't even seem to be familiar with the situation at all. He was rude and abrasive from the onset. He made zero attempts to ease our frustration of something so small taking over 4 weeks after the purchase of a brand new vehicle. I found him to have little to no customer service skills or even simple politeness. He told me to bring my car in the next day and he'd look over the vehicle. When I arrived the next day, I very politely requested to see Mr. Stoll. Mr. Stoll greeted me with a very cold and abrasive demeanor, he did not introduce himself, he did not offer to shake my hand, he just said "where's the keys". I handed him my keys and he walked off. I began to follow him, not knowing what the plan was. He got in my car, turned it on and began to drive it in the bay. I tried to speak to him as he pulled the car in. When he got my car in the bay, he said "so what the molding is jacked up on this side?" I tried to explain to him what had occurred from the beginning. He VERY rudely with an attitude interrupted me and said "who's this Drew anyway, I've never heard of him?!" He then also said, "NO, we will not be replacing *both* pieces of molding!" I was at that point just trying to get a word in and explain what Drew AND Dan had agreed to do for our vehicle. He wanted nothing to do with me speaking. As he was briskly walking around my car, completely ignoring anything I said, He said "you *crucified* me on the phone yesterday! I don't want to hear what you have to say!" I have NEVER experienced such poor and unprofessional customer service in my entire life. This man was incredibly disrespectful and arrogant. I made several attempts to ask him to please, listen to what we had been told by Drew and Dan, he stormed off and speedily walked towards the sales floor, not even acknowledging I was still there or speaking. As he walked off, I requested to please give me someone else to deal with. He kept going and ignored me. I even asked the other associates in the service department to please find me the dealership manager that I would not be treated with such rude disrespect. Mr. Stoll is the most unprofessional, disrespectful, rude person I have ever met in a business setting or otherwise! He actually bullied me, the customer, as if I had personally done something to him, by simply requesting to have repairs done to our BRAND NEW vehicle that HIS service department should have been on top of weeks ago! It was as if after we signed the dotted line, we just became a number and they dropped the ball. He is the DIRECTOR of this service department. This was ultimately HIS responsibility. I had felt so upset, shaken, threatened after I left the service department that day, I will never be able to go back there again. Since we paid the extra money for a service agreement, I will now drive over 45 minutes to have my vehicle serviced. This man is a customer BULLY and has no business dealing with the public! Although Dan made sure the vehicle was repaired and cleaned, there was still sticker goo in the interior and he made NO attempt at all to apologize for his service mangers offensive behavior toward (what SHOULD have been) a valued customer. When I told Dan I would never return to this service department, he made no attempt at all to keep me as a customer. This is the second vehicle we have purchased from Koons, we will NOT be back! More

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Great service dept Been a customer for years. Todd, Dan, and Bob are great in service. Very easy to work with. Brooks is a great salesman to and Bill is great in the s Been a customer for years. Todd, Dan, and Bob are great in service. Very easy to work with. Brooks is a great salesman to and Bill is great in the shuttle. More

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