Complaint Review: KOONS FORD OF ANNAPOLIS

They misled on price by charging over the advertised price (not tax & tags) and passed off a car with body damage.  When we went to them to resolve issues, they said that the extra cost was for MSI Fees although these fees were never discussed during the sales process or shown on the salesorder as a line item added to the advertised price. Instead this fee was conveniently added to the advertised price and shown as the new base price on the sales order.  The GM claimed that he didn't have to show
it as a line item because the State of MD requires MSI for every used car sold.  True, but...

1) that's a cost of goods sold and I couldn't find another dealer with a disclaimer for price not including MSI,

2) anything over the advertised price should be listed as a line item on the sales order, and

3.) show me one shop in the state of MD that charges $1,400.00 for a MSI.  The average is around $75 from what I can tell. 

They also claimed to not know anything about body damage even though it was obvious in the daylight (sister picked up car in the evening).  The door had 4 drill holes where they had popped a dent out and the paint was grainy on the whole door.  The GM went as far to say as "its not my car now" and "IF I want to help you, and I don't HAVE to help you.. keep that in mind", as he walked out the door.  He finally agreed to the what would be the least expensive repair job to him by wet sanding and touching up paint.  He finally admitted that his Used Sales Manager should have never bought the car but didn't seem to have any issue passing the problem along to the customer.  He wouldn't budge on the MSI fee, take car back (after 48hours, one day was Sunday) and still swears they never saw damage.  No apologies either. 

In reviewing their record on Better Business Bureau, this was not an isolated event.  Quite a few complaints regarding delivering defective, damaged vehicle and for not honoring sales price. 
See BBB Complaints: http://www.bbb.org/greater-maryland/business-reviews/auto-dealers-new-cars/koons-ford-of-annapolis-in-annapolis-md-11444/complaints#breakdown , and also other review sites such as Yelp, Yahoo, Edmunds, Dealer Rater, etc ). 

Sadly, with a little professionalism, they could have resolved these issues and maybe at least salvaged the service business for themselves.  As it is, none of us will ever be going back.  We have notified friends, family and all the contractors we know who have bought trucks from them in the past.  Formal complaints to BBB in the works.