Koons Clarksville Chevrolet Buick GMC

Koons Clarksville Chevrolet Buick GMC responded

Ken, I'm sorry to hear that we've fallen short of our high expectations for client care. I will share this feedback internally so we can reevaluate our practices and work to prevent similar miscommunications down the road, but I also want to close the loop on this and ensure we get you the information you requested about your trade. Please give me a call, if you are willing - I will look for your contact details, as well. Best, Keith Williams - Service Manager - 410-988-9522

Koons Clarksville Chevrolet Buick GMC responded

We're glad to hear your service visit was a great one, Gladys! Thank you for the wonderful feedback and for being a valued Koons Clarksville Chevrolet Buick GMC client!

Koons Clarksville Chevrolet Buick GMC responded

Jennifer, While we appreciate the feedback we do feel the need to set the record straight. You do have a second key and the reason it took 4 months is that it took you 4 months to bring the vehicle to have the key cut and programmed. We can't program keys without the vehicle present. Furthermore, we did attempt to send a key company to your location but you were verbally abusive to the employee and they refused to cut and program the key for you. Koons Management

Missjennifer responded

It did not take four months to bring in the vehicle. I was told since I was constantly bringing in the other vehicle for a black screen, I could bring the key to the Nissan and it would be duplicated and possibly programmed. I even have a text message to state this along with a link to self program just in case it did not work. I have all of this via text message. It has taken 4 months to get a key that works and carpet , but my Silverado is still dysfunctional. As far as your vendor who seemed rather impaired when I called him. I explained exactly what I was told. That was that he could come to me or meet me somewhere. He stated in slurred words that could not be possible. I hung up the phone and blocked his telephone number. I promptly called Gessin and he sent the link to do it my self. Based on your ignorant responses an actions, It is evident you do not understand other cultures other than what you have been taught. At your age, position and this ever changing world, it should an embarrassment to you. Change will come and I plan to be a part of it! I suggest you take a free online class. Just a quick note, When a customer has waited 4 months he/she should never have to interact with your third party vendors. I do not require a response for my freedom of speech. The only thing I require is respect and that you fix my vehicle. For everyone else here is my side of the story.... I Purchased 2 vehicles about 60 days apart. Vehicle #1 2020 Chevrolet Silverado (purchased between March and April 2021) Vehicle #2. (Purchased in May 2021) 2019 Nissan Sentra Vehicle #1 complaints (Sold by Gessin) - In April I noticed the tint was peeling from the windows and did not fully cover the window. I contacted Gessin who was then a salesmen. Initially, he told me I had to find somewhere to fix it. I then told him fine, but I was charged for tint during the sale and will need a refund. He then text me his 3rd party and told me to schedule to have my vehicle repaired and that he would have the dealership pay for it. That was resolved two weeks later. The following week while driving the entire screen went black. I waited and tried to turn the screen off and then turn it back on but the screen never came back on. Which meant I was driving and I was lost. Finally the screen came back on. I did not call anyone until this happened 2 other times. I was told to bring the vehicle in. They repeatedly asked me about my cell phone charger. Which I explained I only buy Apple brand products.I did they gave me a rental car that was much smaller than my vehicle. I explained that I needed space to work. They said I would have to pay for anything bigger. When I picked up my truck a week later I was told they changed the fuse. Not even 24 hours later the screen was black again. I called again brought the car in again. Used a loaner again and they kept it a few days again. This time Casey stated there have several Silverados with the same problem. She assured me she would the screen changed out but I would need to stay in the loaner for a few days. A few days later I picked up my vehicle and all seemed well until day 3. Needless to say I have had this vehicle for more than 6 months and the screen has never fully worked. About the 7th time I drove to the Service Manager Keith and explained the situation. Keith got me in a rental car and I came back a few days later, same results. In August I explained to Keith that this is not good. He stated to watch it and see if it happens when I back up. He asked me to call him with the results I told him it does it even if I do not back up. On the week of September 12, 2021 I was at the dealership for an oil change tire rotation and the black screen again. I was there from 7:30 am until 10:30 am when I realized my truck was sitting beside other parked cars. Casey then stated she would get me out of there but could not duplicate the problem. I told her I think it is the entire console and I noticed that the area to plug in the cell phone cord is extremely loose. She did not respond and the ticket processed for me to pay for the other services. To date my truck is dysfunctional. Vehicle #2 complaints (Sold by Rolando Garza) Upon sale of vehicle it was agreed that the dealership would provide a 2nd key and carpets for the vehicle at no additional charge. This was confirmed with the salesman and the Sales manager, Toby Kirk. Several weeks went past. I emailed and called my sales person and never received a response. On July 14 (almost 3 months), I text the used car manager to ask the status of both items. I was told the person who originally made the keys quit. To wait a few weeks and call back. I was also told they would reach out to me about both items. 8/5/2021- After calling the salesman again, I reached out to the used car salesman asking about the mats and keys.No response and a few days later I received text and call and was told I could only come on Wednesdays to get the key made. I informed Gessin I was on vacation for two weeks and had to figure out how to get the car there. He told me to bring in the key and leave it for the key to be reproduced and possibly programmed. Following a 2 week vacation, I arrived on 8/18 per the agreement. I left the key and no one called for another week. I returned to the dealership on 8/27 and expressed my disappointment and disgust and as usual I was rushed out of the door and told to go home to see if the key worked. Prior to being rushed out of the dealership I was told by Toby, Sales manager to go to any Nissan dealership to get carpets for the car. I informed them that it has been several months and I will not travel to get carpets which should have already been in my possession. I then told them to order them and send them to my home. Toby then said, "Oh we can just order them from EBAY." Once I arrived home the key did not work fit the door nor did it open the door. I called Gessin again. He then told me to contact their third party person who makes the keys. When I called the third party he responded with slurred speech and kept asking me to repeat myself. I finally told him that I was told to contact him regarding the dysfunctional key and that we could meet or he could come to me to resolve the tissue. He immediately told me, "You could not be telling the truth." I immediately hung up and the called the General Manager, Raymond Baldwin to discuss the issues with both vehicles. He too rushed me off the telephone, but asked when could I bring the car in to resolve the issue. I then also asked if I could be scheduled for an oil change as well. On 9/21/2021 I drove the Sentra in for the appointments which were scheduled for 9:30 am for the oil change. I spoke with Casey and the mechanic and explained that the vehicle had hardly been driven and probably had less than 20 miles since I purchased it. I was advised to bring the car back in January since we hardly drive it. At 9:38 am I went into the sales department to ask Toby about the key and how long the process would take. He told me he didn't know I had an appointment. I then stated that Raymond Baldwin had made an appointment a week ago. I then stated I have a lot to do and I need to know how much time I need in order to plan the rest of my day. Toby stood up and walked over to Raymonds office and Raymond came out. I explained that once again I am sorely disappointed and disgusted. I had a friend on the phone who can attest to what was stated after this. It has been 4 months and this situation is out of control. Not to mention my other vehicle is still not properly functioning. I then stated," I will never buy another car from this establishment." Raymond told me to go sit in the corner and "act normal." I felt as if he was degrading and condescending. He continued to say, " I think you think every is a jerk. Perhaps it's you." He then stated I missed several appointments. I asked him which appointments. I never any of the appointments I made. I immediately pressed the record button on my phone. I told him I am not going to sit in the corner I simply need to know what is going to happen to resolve these issues. He told me to leave. I told him I am not leaving until my issues are resolved. it has been four month for one key. My truck is still dysfunctional. He then told Toby to call the police. I mentioned I too would call the police this is not fair to me. He(Raymond) walked back in his office. Toby told me while he was dialing 911, "I don't mean no harm, but you deserve this one." Since Raymond was made aware that I was recording he only nodded and refused to talk. As a black woman I was appalled by Raymonds hasty decision and felt it was an attempt to assassinate my character and truly unnecessary. I was not violent, neither did I use profanity, caused or threatened to cause damage nor harm to the facility/others. For my own safety, While awaiting the police I made sure to record myself. I also asked for directives regarding the key. No one responded every one pretended I was not there. I them asked for the Regional/Corporate information, again I was ignored. After the police officer arrived I went out to talk to the police. I explained the issues, and that I would like to have the Regional managers telephone number I heard when the police officer requested a second officer. He told me to wait and came back with no information.He repeatedly stated I can not make them give you information. Raymond came out while I was talking with the police officer the second time waving a piece of paper acting as if he tried to give me the paper before the police officer arrived. I told him I needed nothing else from him. he ignored me and did not help me when I attempted to resolve this issue. I also told him calling the police was a wrong call. I educated him on needing to take a cultural diversity class. I told him I am brown and part West Indian. We are loud when we talk and we get excited when we things are wrong. It does not indicate we want to be violent or hurt any one it is just expressing the way we feel. I was told by the officer to find the Nissan dealership which happen to be in walking distance. I asked for a report number for documentation purposes. This entire ordeal should have been avoided they should have had the keys and carpets ordered prior to vehicle delivery as originally agreed. I waited 4 hours to have my key duplicated along with two recalls which were never made known to me. Not only had this been poorly planned but the Nissan dealership had to have a driver from another dealership bring a key to where we were to have a key cut for me. To date my Silverado is still dysfunctional and I keep getting emails stating I missed my appointments for today. I have not made any appointments and I have never missed an appointment. This has truly been a dis-hardening experience for me and I have reached out for the regional manager and have not received a return call. I have also begin a legal process for assistance.

Koons Clarksville Chevrolet Buick GMC responded

We appreciate you taking the time to provide us with feedback. I apologize for the frustration regarding the change in price for the truck and for the trade-in value. Our team does all they can to make sure our prices are as accurate as possible. It is never our intention to mislead our guests. If there is anything I can do to improve this experience please contact me. Thank you. Toby Kirk - General Sales Manager - 410-988-9522

Koons Clarksville Chevrolet Buick GMC responded

Thank you for taking the time to review us, Davis! We appreciate your business and are happy to hear that you had such a successful purchase experience working with Roger, Moose, Toby, and Desmond. Drive safely in your new 2021 Chevrolet Silverado LT, and we hope to see you back at Koons Clarksville Chevrolet Buick GMC down the road!

Koons Clarksville Chevrolet Buick GMC responded

Thank you for taking the time to leave Koons Clarksville Chevrolet Buick GMC your five stars, Linda! Providing a seamless car-buying experience for our valued guests is our goal, so we will certainly give Eric your kudos for a job well done. We are glad he could send you home in a car that is right for you. Have a great day!

Koons Clarksville Chevrolet Buick GMC responded

Congratulations on your Buick Envision! We are so happy to read about your experience working with James, Lane, and our Koons Clarksville Chevrolet Buick GMC team and truly appreciate you recommending us. Thank you for your business! We hope to see you for your first oil change.

Koons Clarksville Chevrolet Buick GMC responded

This is a very concerning review to read, and it certainly doesn't sound like the transparent and accommodating service we pride ourselves on here. I assure you that it is never our intention to mislead our customers, and I sincerely apologize for the lack of effective follow-up communication on our end. I will be sure to share this feedback with my team, and we will work to ensure that we improve our communication going forward. If there is anything more you would like to share with me, or if there is anything more I can do to assist you, please don't hesitate to give me a call. Thank you, Toby Kirk - General Sales Manager - 410-988-9522

Koons Clarksville Chevrolet Buick GMC responded

Chaz - Thank you for taking the time to review us! We are thrilled to hear that you had such a successful experience working with the Koons Clarksville Chevrolet Buick GMC team. Drive safely in your new vehicle, and congratulations! We hope to see you again down the road!

Koons Clarksville Chevrolet Buick GMC responded

I sincerely apologize for your disappointing experience. We strive to make the purchasing process straightforward and transparent for our guests, and I am sorry to hear that this was not better reflected in your time working with us. I assure you that we will use this feedback to prevent this type of mixup from happening in the future. I understand your frustration here and would appreciate the chance to speak with you to see if I can do anything to help clear things up. If you are interested in having that conversation, please give me a call at your earliest convenience. Thank you, Toby Kirk - General Sales Manager - 410-988-9522