If you're considering buying from Kentson, get everything in writing before making the trip--the…read moreexact stock number, advertised equipment, negotiated price, trade terms, and financing details. For a dealership that puts so much emphasis on its awards and reputation, I expected considerably more attention to detail, consistency, and accountability throughout the process. I went into Kentson wanting to buy the truck. My frustration isn't about $1,000 or a few hundred dollars in trade equity--it's about communication, accuracy, and honoring what was discussed.
I called about a specific F-150, provided the stock number, and negotiated a price over the phone. When I arrived, they showed me a completely different truck that I had asked about the week before. The dealership reviewed the recorded call, acknowledge a mistake and claimed it a misunderstanding, and apologized, but still would not honor the negotiated price on the correct truck. They eventually offered it for $1,000 more than what we had agreed on.
The other truck they showed me was also missing several options their website claimed it had, which made me question the accuracy of their listings.
Before agreeing to purchase the correct truck, I had concerns about some of its early service history. The dealership couldn't explain why the services had been performed, so I tracked down the previous servicing dealership myself, called them, and got the answers I needed to feel comfortable with the vehicle. I did all the legwork to get those answers, and I was even asked to let them know what I found... Insane that the customer has to do this. I would think a salesman would do anything to get answers for a customer in order to secure a sale. Before leaving my first visit, I specifically stated that I did not want the positive equity from my trade applied to the new loan. Nothing was said about the dealership being unable to do that. After I researched the vehicle myself, confirmed the trade value and OTD price, and was on my way back to purchase the truck, I was suddenly told, "We don't do that."
I called back, and during a recorded phone call the salesman confirmed that we had previously discussed the positive equity. He then tried to characterize our earlier conversation as him saying he would "look into it," which is not how that conversation occurred. After multiple previous mistakes had already been acknowledged, this only added to my frustration.
Any one of these issues by itself could have been an honest mistake. My problem is that the mistakes kept happening, even after conversations were reviewed, acknowledged, and confirmed.
I understand that mistakes happen, and I appreciate an apology when one is warranted. However, good customer service is more than apologizing after the fact or saying you're committed to providing a great experience. It's making sure the information is accurate, clearly communicating your policies, following through on what was discussed, and taking ownership when something goes wrong. In my experience, there were multiple opportunities to do that throughout this process, and they were missed.
