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Old 03-24-2017, 04:58 PM
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My Koons 2017 Experience and Jeep Waves Help

I ordered my JKU Big Bear with Koons and Craig Benner on 02/10/17. Price was about $1200 less than any dealer I could find in NC. Twelve hour drive round trip and one way car rental @$125 was well worth the savings. Craig was super easy to work with and very responsive while communicating to order. Collected my $1k deposit and order was placed. Within thirty minutes he emailed me a von number and congratulated me on the order. I asked how I can get updates on the build progress and he stated he would inform me throughout the process. I only received updates when I inquired
through email. I knew when my Jeep was sitting on their lot before he did. Jeep arrived 03/02/17. I informed Craig I would be coming in on Friday night 03/10/17 and would be at the dealership upon opening 03/11/17. He stated Saturday's are bad days because they are so busy. I requested the Jeep be flashed to accept a back up camera. I agreed to pay for it and he stated he would have it done. I had to change my plans the Monday prior due to inclement weather coming the weekend I had planned to pickup.
I contacted Craig and informed him I would be coming Thursday 03/09/17. I would be leaving Mooresville at four am and planned to be at the dealership at ten am. Craig told me he would not be able to see me until two pm because he would not be in in the morning and had another appointment at eleven am. I asked if there was someone else who could show me the Jeep and direct me to the finance person to sign my paperwork and hand over my cashier's check to, he said no it has to be him. After some more uncomfortable conversation I told him I would be at the dealership at
ten am that I am sure someone will take my check. I received a text thirty minutes later from Craig informing me that he would change his schedule and be in in the morning. He said it was his birthday and he would have a lunch date and not a breakfast date. On 03/07/17 I received an email from Jeep with a "golden ticket" $500 coupon. I text Craig asking if I needed to bring it and if I could subtract $500 from my total when I go to get my cashier's check. He stated yes and be sure to bring the coupon.
I was at Budget car rental at 9:39 am on 03/09/17. Dropped the car off and had to catch a cab from the car rental to the dealership less than 3/4 mile away because I didn't have an official appointment so no one was available to pick me up from the dealership. Once at the dealership met Craig and looked over the Jeep. The Jeep looked awesome. I asked Craig if he would have service lower the air pressure on the tires to the pressure on the door jam as they were at 43, 43, 42 and 43. He agreed. I asked Craig about the
flash for the back up camera. He stated and I quote " this radio(430N) in the Jeep can't accept a flash for a back up camera". I laughed and had to pull the instructions up on my phone and text them to him so he could take it to service to have it done. A full week had passed since I requested the flash be done and he never mentioned to me that it could not be done until the day I was to pick up. Needless to say the flash was done and he stated he spoke to the wrong person about the ability to flash and accept a back up
camera. Craig asked for my Jeep golden ticket and went to grab paperwork. When he returned he stated that my golden ticket when run through the system was not for $500 but for $1000. So the dealership would mail me a check for the $500 overage of my cashier's check. Filled out paperwork and waited for finance. Get to the finance office and start signing. Justin Sutherland was the finance manager. Very nice person not pushy on the extra offerings. He offered I declined. I asked for a "we owe" paperwork for the $500 overage check. He stated I would not need that, that the check would be cut in a day and mailed out. I insisted on him filling out a "we owe" and he did. Craig met me coming out of finance and we shook hands
and away I went. Installed my dead pedal in there parking lot and let more air out of the tires as they were at 39, 40, 38 and 41 then drove home. One week later guess what I am still waiting on? My check. I call the dealership and the young lady who answers the phone says she can look up the details on my check. She stated the check had not been cut yet and said the total is
for $449.51. WTF. She says they deducted $50.49 because "they" miscalculated taxes. No one was going to tell me anything just mail out the check. I ask to speak with someone about it and she transfers me to the book keeping manager. Her voicemail is full. I call back and she transfers me to another person. Voicemail full. I call back again and ask to speak To Justin the finance manager. Voicemail full. I call back a fourth time, she transfers me to Tom Higgins a sales manager. I get his voicemail and leave a message. I text Craig as well. I wait sixty minutes and called Jeep Wave. Spoke to a nice young lady named Christen. I explain why I am calling, state that I have the "we owe", never received any communication from dealer about there clerical error and express my anger. She immediately agrees I should receive the amount owed and the dealership should cover there error. She places me on hold to call dealership. I am on hold about fifteen minutes. When Christen comes back she is not very happy at all. She states she
spoke with Tom Higgins and that he was the rudest person she has spoken to. He was not receptive and stated the dealership did not owe the $51 that the buyer did. She stated if the dealership felt that way then Chrysler would pay the $51 to the dealership but the dealership had to cut me the check for $500. She stated he would be calling that day. She emailed me a case number and her contact information with in minutes of our call ending. I received a text back from Craig informing me that he left early for the day and he would check on the problem on Monday. I informed him that Jeep Wave was now involved. He then text that he called the finance
department and they stated I would be getting the full amount back. And he took the time to inform me that I failed him on the Chrysler survey by giving him an eight score on one question. Really....you bring that up to your customer, not very professional. I replied that I answered honestly to the survey. I really liked Craig, I think he is a good salesman. But I believe he
has a plate that is to big. He was excellent in responding to all my questions upon ordering, but once that non refundable deposit was made everything kinda fell right in line of a typical car salesman. Finally Tom Higgins calls me after thirty minutes of my call ending with Jeep Wave. Wow what an arrogant, condescending and sarcastic sob this clown was. All in one breathe he takes responsibility for there error, disagrees with me and insults me. "I didn't mean for this to ruin your day and get you worked up" he says. I politely asked him to drop the sarcasm as I don't think it is productive. I politely explained that I had owned two retail swimming pool retail stores
and that if one of my associates would have had a clerical error I would have covered it or at the very least I would have contacted the customer first and explained the error. I sure as hell would not have just deducted money owed to them without telling them. Tom assured me the check would be for $500 and would sent out that day 03/17/17. Sadly Tom Higgins is the type of sales manager that gives the car business a bad name. This guy has no business as a manager let alone dealing with any paying customer before, during or after the sale. Well the check was not cut on Friday. It was finally cut on Tuesday the 03/21/17. I am thrilled with my new Jeep, love it. We were planning to order a GC in about six months. I do not know that we will order with Koons after this. Probably play the dealer game and beat them down locally. I do not regret purchasing from Koons, even though you really are a number in line there. They could learn just a little bit by reviewing those survey's and using a little commonsense when dealing with customers and people in general. Rant over, thanks for the read hope someone
takes something out of this. Like get everything in writing, keep names and use everything available to you for help. IE. like Jeep Wave they were awesome to deal with. Quick, informative, did exactly what they said they would do and most importantly professional and polite.

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  #2  
Old 04-12-2017, 07:09 AM
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Re: My Koons 2017 Experience and Jeep Waves Help

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Originally Posted by prw029 View Post
It was finally cut on Tuesday the 03/21/17. I am thrilled with my new Jeep, love it. We were planning to order a GC in about six months. I do not know that we will order with Koons after this. Probably play the dealer game and beat them down locally. I do not regret purchasing from Koons, even though you really are a number in line there. They could learn just a little bit by reviewing those survey's and using a little commonsense when dealing with customers and people in general. Rant over, thanks for the read hope someone
takes something out of this. Like get everything in writing, keep names and use everything available to you for help. IE. like Jeep Wave they were awesome to deal with. Quick, informative, did exactly what they said they would do and most importantly professional and polite.
Long post and at least it worked out for you. I think like any dealer they are only as good as the staff and as long as everything goes smooth you are golden. I had a similar issue at my local dealer but in my case they tacked on window etching which I never wanted in the first place and was never actually done. When I got home I re-read the paperwork and guess what there was a $299 charge on to my paper work called "dealer add-on" I called my sales guy who was top notch but he said I need to talk to the finance guy, when I spoke with him he was on the path saying that it's a great discount for insurance and I should be fine with it. BS I said, one they didn't actually do it and two my insurance company doesn't honor it for crap. So I told them to send me a check for it and I had to get really nasty for them to finally do it. A week later the check showed up but I wasn't sure it was actually going to take place, my only saving grace was that they forgot to actually apply it to the windows. Had they done that and they sneak it on during prep which in my case they forgot because I rushed them out of prep for pickup. All in all you have to watch every little bit and folks can call the incentives like prior pickup to see what the golden ticket value actually is.

I also don't suggest pre-paying or finishing all the paperwork until you actually are picking up and post inspection.
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Old 04-18-2017, 06:27 PM
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Re: My Koons 2017 Experience and Jeep Waves Help

Just read your experience and I had a comment about the dealer rating system. I too ordered a Jeep, but from my local dealer. All in all, it was a pretty quick car-buying experience. Pretty much the quickest to date for me. I was there for about 20 minutes ordering the Jeep, then I was there for about 2 hours taking delivery and doing the finance paperwork. In that total 2:20 time spent, I must have heard "make sure you give us all 10's on the survey" about 25 times. Like, it was getting comical how many times they told me that.

While doing the financing, they told me that two banks came back with the same, lowest interest rate. They were Bank of America and San Mateo Credit Union. I said "I do my other banking at BofA, so please give me that loan". Filled out the paperwork and headed on my way. A couple of days later I got the survey from Chrysler and I gave them all 10's just like they had asked me to do, over and over.

Then the fun started. I'll spare you the details, but the short version is that they signed me up with a loan from San Mateo Credit Union even though I asked for BofA. Clearly they got a bigger kick-back from SMCU. I called the finance guy, voicemail full. I called the sales manager, voicemail full. I wrote the sales manager a detailed email, no response. They absolutely did not give 2 shits about me.

To me, it seems like Chrysler has ruined the customer service experience with their rating system. The sales people only care about getting all 10's, they don't actually care at all about giving quality customer service.
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Old 04-18-2017, 07:53 PM
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Re: My Koons 2017 Experience and Jeep Waves Help

Just ordered through Craig today. Super easy to deal with so far. Hope is goes smoothly.
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Old 04-19-2017, 12:29 PM
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Re: My Koons 2017 Experience and Jeep Waves Help

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Originally Posted by prw029 View Post
I asked Craig about the flash for the back up camera. He stated and I quote " this radio(430N) in the Jeep can't accept a flash for a back up camera". I laughed and had to pull the instructions up on my phone and text them to him so he could take it to service to have it done. A full week had passed since I requested the flash be done and he never mentioned to me that it could not be done until the day I was to pick up. Needless to say the flash was done and he stated he spoke to the wrong person about the ability to flash and accept a back up camera.
Well, I can say, Craig was correct.

Does the flash work? Sure does. But it is a hack that Jeep never supported on the Wranglers.

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Originally Posted by prw029 View Post
She says they deducted $50.49 because "they" miscalculated taxes.
Taxes are due to the government, period. You have to pay them, IN FULL, regardless of who made any errors.

In reading your post, you seem to then spend a lot of time and effort attempting to not have to pay your taxes, and believing that the dealership has to "eat" the additional taxes due. IMHO, that's not a reasonable fight to take on, even if the nice girl at Wave agrees with you.
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Old 04-19-2017, 12:30 PM
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Re: My Koons 2017 Experience and Jeep Waves Help

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Originally Posted by wills360 View Post
Then the fun started. I'll spare you the details, but the short version is that they signed me up with a loan from San Mateo Credit Union even though I asked for BofA. Clearly they got a bigger kick-back from SMCU. I called the finance guy, voicemail full. I called the sales manager, voicemail full. I wrote the sales manager a detailed email, no response. They absolutely did not give 2 shits about me.
What was the leader's name on the paperwork you signed? The CU or BofA?
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Old 04-19-2017, 03:25 PM
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Re: My Koons 2017 Experience and Jeep Waves Help

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What was the leader's name on the paperwork you signed? The CU or BofA?
Just took a look and the lender's name is not listed. They just put a bunch of "N/A" in all the boxes.
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