I loved your writeup. I had a similar experience with them being super disorganized and just overall not very forthcoming with the finance process. My biggest issue with them was the finance team. I flew there with a 5 hour drive home and I ended up sending about 4-5 hours at the dealership waiting on a finance person to be available. Eventually it was like 9:00pm and I finally had a finance person see me and "start the paperwork process" Even though before that some other finance person told me they were getting it started.
Anyway this is the part that ticks me off the most. Im doing the whole, sign on the electronic table thing and we get to extended warranty stuff and I tell the guy I'm dealing with that I'm not interested. He says sure no problem and that he'll be right back. About 3-4 minutes later a lady walks in and says, "bla blah bla said you weren't interested in the extended ----" I cut her off and told her matter of factly that I'm sorry but I don't want the warranty, I'm extremely tired from being there for almost 5 hours at this point and I still have a 4-5 hour drive home. OH and I haven't eaten dinner yet. I was appologizetic as I told her I know its her job and I'm in sales also so I get it but I really don't have patience for it right now.
She got all defensive and was like I'm just trying to help you (taking it personally are we?).
Anyway - I still was like ok at that point until the guy comes back in the room and he sits down and I'm like genuinely interested on if that's their strategy when people don't want the warranty. I ask him, "How often does that work? like I'm in sales, I'm curious if the whole walk out of the room try someone else trick works and how often." It was like someone looked behind the curtain at a magic show. He got all flustered and was like , "Oh that wasn't planned, we never do that. I just had to complete some paperwork from a previous customer real quick and she asked how I was doing and I mentioned that you didnt want the warranty"
^^^^^^^^^^^^^^^^^^^^^^^^ So.... You're telling me.... I've been here for almost 5 hours. You know I'm exhausted and wan't to leave, and you decided this was the time to go do a customer that's NOT EVEN THERE's paperwork? Either he was lying or he's a complete ***Hole and they have zero respect for the customers time. Either way it left me with a terrible taste in my mouth and I would not recommend them to anyone if they are expecting customer service. If you don't care about customer service, and you know what you're getting yourself into then Koons is a rock solid high volume mill that will give you great prices.
However, that's just about every car dealership. They all are terrible and the model is outdated hopefully in the future consumers won't have to deal with them at all.