Koons Ford Baltimore - Bait and Switch Tactics, Out Right Lies and Contradictions
New Car Purchase and Negotiations - Complaint
Resolution Update on 08/11/2012:
The sales manager contacted me and got everything done for ed withinme that I requested within 3 days. I am very happy now
BALTIMORE, MARYLAND -- I went to Koon's ford with the intention of making some big changes in my normal vehicle style. I am a wounded combat veteran and have health issues that are deteriorating, so I wanted to drive something I knew I wouldn't be able to in five years, my dream car, a brand new Mustang. I was greeted outside by a sales associate, Jerard[snip]. In the beginning Jerard was a pleasure to work with, he appeared to be just as eager and excited as I was at the prospect of this new vehicle. When it came down down to fine tuning of the details, there was some back and forth on color combinations as well optional packages. In the end, we determined that the 5.0 was out of my price range with the options I wanted, so we decided on the V-6. I made it clear as to the color, and options I wanted in the vehicle. When Jerard could not provide this from his lot, he began searching a 150 mile radius looking for the vehicle I wanted, from a dealership willing to trade with them.
This process was taking a few days and I decided that I wanted to go elsewhere to find my vehicle as I had contacted other dealerships that were able to get the exact vehicle I requested and get the financing approved. My husband and I are dual military, and have had near perfect credit, unfortunately having to move from our Home left us short on the mortgage a time or two and we had high balances on cards etc. No Bankruptcies, repossessions or collections. I say this because, my credit later became an excuse for a bait and switch move. When I notified Koon's ford that I wanted to walk away from the deal, I received a call from Jerard within hours stating that he found my vehicle!! He texted me a very blurry window sticker and said the car was already on it's way. Then he called to tell me that he was looking at my beautiful car right now!!
I was so excited, my husband and I immediately went to the dealership and began signing the paperwork. I should have gone in the vehicle first and checked that everything was there as it should have been, but while looking in the vehicle, the features were such that you wouldn't be able to visibly detect a difference. when we got in the car to start it with Jerard, I noticed immediately there was no navigation on the display. At that point, he replied, "Yeah, it's not there, but you have Sync so you get voice command GPS as an app, which I was willing to deal with.. He made no other mention of the vehicles other short comings and I happily drove off the lot.
When I got home and attempted to back up, I noticed, there was no back up camera!! I stated that the electronics package was a must, as well as the comfort package! Now I was willing to accept the voice GPS but no back up camera either, at this point I became very disappointed. At this time, I began looking for the heated seat buttons and they were not there, the buttons were instead trunk release, hazard and traction control... Now I was pissed. When I notified Jerard of my feelings, he tried over talking me and began throwing out excuses as to why the vehicle was not as agreed. I had said in passing when first considering the Mustang that you may not need a back up camera, but that was only a thought and I clearly said I wanted the electronics package. I said I want this fixed, either install the back up camera and I will forgive the navigation and comfort package, or cancel the deal and give me back my trade. At that point I was advised by Jerard that it was too late, because they had already sent the pay off on my trade in. this was on the 18th of July. I was told I had no other options but to buy after market equipment and install it myself. This was unacceptable to me, so after much arguing, they agreed to re- work the contract and add the cost of the back up camera to the deal. We agreed and dropped of the car for tinting and installation.
Shortly thereafter, I was hospitalized due a rapid decline in my health. During this time the work was to be completed and my spouse and I needed to resign the contract. When we were called by the management, my husband informed them that I was hospitalized and we would sign the documents as soon as we could. The day I was released from the hospital, Jerard contacted me and asked about our car. I informed him that I had just been released and would be there the next day to sign unless he could deliver. At this time, Jerard informed me that the camera had not been installed because it took too long to sign the contract even though I was in the hospital and that it was impossible to rework a deal and that at this point, there was nothing else that could be done.
I regretfully picked up the car and decided to weigh my options on how to proceed with the situation. I had been told that their survey was of utmost importance and that if there was anything less than excellent, to call them first and allow them the chance to fix it. Then, when I came home from the hospital, I came home to a letter from my prior lien holder stating that my loan was now now 30 days past due and I had been reported to the crediting agencies. The letter was dated July 28. When I called Koon's Ford and asked how this happened when I was told that it was paid on the 18th, I was told that it was because, they had to rework the deal so they had to hold off on payment. Yet, I was told it was paid already on the 18th, so I could not cancel the deal... Bait and switch.. and now the lies start coming.
I refused to accept this and called asking for management who would not call me, they made Jerard call me. He blamed the late pay off on my decision to re-work the contract, but failed to tell me that the trade in hadn't really been paid off yet. When I began addressing the fact that I was a soldier who was sick in the hospital and a customer and they could have helped facilitate me signing the documents while hospitalized. At this time Jerard now stated that the deal was canceled not because it took to long, but because I could not be approved for additional $900.00 on my loan therefore the canceled everything. Really, $900.00. They had even ripped my back plates off in effort to install the camera. Then replaced the temp tags with a white piece of paper written in crayon... So you were going to install the camera, had the parts and then the bank said no... Yeah right.. Why has the story changed yet again?
I have placed a request to Koon's ford corporate office to address my utter disgust with this company, but they have not replied. I tried to follow standard military procedure and follow a chain of command so this could be handled at the lowest level, but it appears now that no one is willing to help. I informed them that I wanted a letter written to my prior lien holder explaining the reason for the delinquency so that it can be removed from my credit report and I want the back up camera they already ordered installed in my car. If they are willing to do this I will be happy, I will fill out the survey as they would like and they will never hear from me again unless it involves maintenance etc. If they are honorable enough to do the right thing, I will remove my postings or follow up with the changes they provided me, otherwise, it's here to stay.
As for now, stay away from Koon's dealership. They are so eager for a sale that ethics and morale has gone out the window. that's just not something a person who lives by those values and has fought a war for, should have to accept. I especially urge my fellow brothers and sisters in the military, retired, veterans etc, to not support this dealership who cares so little for the people that keep them in business.