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Charlita Hearn
Charlita Hearn | Page 6
Sales and Leasing
Koons Ford of Annapolis
2540 Riva Road
Annapolis, MD 21401
92 Reviews
Over 30 years in Management, Sales, Customer Service. Enjoy assisting prospects, family, and friends find the vehicle the fits their needs. Love the beach, dancing, cooking, and movies
Read moreDealership Experience
12 yrs, 7 mos
Industry Experience
13 yrs, 3 mos
Specialties & Trainings
Lincoln Brand Champion
CPO Certified
92 Reviews
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92 Reviews of Charlita Hearn
Verified Customer
December 03, 2023
Excessive delay in mailing the certificate of origin after dealer received full cash via personal check payment day of delivery. 4 weeks to deliver certificate of origin yet was reassured multiple time after dealer received full cash via personal check payment day of delivery. 4 weeks to deliver certificate of origin yet was reassured multiple times during day of purchase that it would be sent 10 business days overnight to my home address. Summary of experience:Too many individuals not following thru on either call backs or getting the certificate out when they said they would. Called on a Friday 2 calendar weeks after purchase and full payment. Registration agent said she would send it out on following Monday. Called next Tuesday and left message as no one picked up. Called again Wednesday before Thanksgiving and left another message, again no callback. Called again Saturday and finance agent found the CO sitting on the registration agent desk, and said she would follow up to ensure it was sent on Monday. I called on Monday and left message and finally received 1st call back from General Manager. He said would look into it and did call back that it would not be sent until Tuesday. I called again on Tuesday and did talk to original registration representative who said she placed it on the front desk last week to be picked up, but no one picked it up inferring she did her job. This is challenging to understand as it would assume no FedEx pickups for 3 business days at a dealership such as Koons Ford. I asked if it was a breakdown in process or someone wasn’t fully framing the miss. I then asked to be sent to General Manager and was sent to his voicemail box. I left a message to ask for callback and provide my experience. I have had no one callback, hence the rating of large dealership with employees not taking accountability for the end customer experience and passing the issue around. Classic large organization and dealership experience. Low expectations were met. Happy to provide anyone specific dates, times and individuals communicated which I interacted with. This will be devoid of emotions and focus on dates and customer expectations set by employees, if there is an intentional effort to sincerely improve customer experience. If this is a canned process no intentionally acts on, then no need to invest either my time or the dealership’s time. More
by jeffreyni
Other Employees Tagged: General manager, finance manager, registration and titling agent
November 30, 2023
Charlita helped me review the car and was quite knowledgeable about all of the buttons and dials. The finance department put the expected amount of on the deal and we came to a good deal together. knowledgeable about all of the buttons and dials. The finance department put the expected amount of on the deal and we came to a good deal together. Thanks! More
by HOMES315
Other Employees Tagged: Andres Zavala , Zach
November 29, 2023
Prompt scheduling, loaner car, and work done in a day. What could be better ? I was advised of a recall which was then automatically included in my service. What could be better ? I was advised of a recall which was then automatically included in my service. More
by DONNELLYM49
Other Employees Tagged: Mike Treas
November 28, 2023
Love Koons Ford Annapolis and its staff. They always give us the VIP treatment from sales to service. Bought and sold and serviced many cars there over the years. They always give us the VIP treatment from sales to service. Bought and sold and serviced many cars there over the years. More
by Kenny_Chis
Other Employees Tagged: Trevor Teed, Darrick Tolliver, Chuck Greenlee, Randy Tucker , Kevin Bracey, Tom Donovan, Heidy Rivero, Joseph Stewart
October 27, 2023
They were all great. Great teamwork and fast and easy process. I got my last 4 card from there Great teamwork and fast and easy process. I got my last 4 card from there More
by LAX2100
Other Employees Tagged: Trevor Teed, Darrick Tolliver, Chuck Greenlee , Kevin Bracey, Tom Donovan
October 09, 2023
My wife and I were interested in test driving Various Fords. We were just looking… I have owned Fords, Buicks, Audis, Hondas in the past. Service by Salesperson Charlita really helped us focus on our Fords. We were just looking… I have owned Fords, Buicks, Audis, Hondas in the past. Service by Salesperson Charlita really helped us focus on our needs. At the end of a long day we drove away with a previously owned EDGE and are happy with our purchase. Thanks! More
by MVEKICH
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