Starks Ford of Queens — Attraction in New York

The worst experience I have ever had while purchasing a vehicle. 2nd time I bought a car from Koeppel Auto Group. The first time was a good experience, although it was for a different brand. I remained a Service client for 8 years at Koeppel spending the value of a car on Service throughout that time period. This time around when my wife and I bought a car from Koeppel Ford, it was truly an excruciating experience. A 4 Day process that should of taken a few hours. Our salesmen was new and did not know the answers to many of my questions. It is okay not to know the answer if you are new, you should ask someone who does.. Here is our experience. Day 1 : We knew the car we wanted and mentioned that I had been a Koeppel customer for 8 years, if they can offer us a discount for being such a loyal customer. After my salesman spoke to his manager Wes Hamden, we were offered $500 which I was told was for being a Koeppel loyal customer. I later found out that this had nothing to do with Koeppel, it was a $500 rebate from Ford that anybody who buys a car from dealer available inventory before March 31st is entitled to. Furthermore, I mentioned that my wife works for a specific company and there should be a discount. They said there is no discount for that company. After doing a little research on our own, we found out that the company is a Ford Partner and part of qualifying Plan that would give us a discount. However when we mentioned this, they did not honor the discount on the vehicle. This was in contradiction to what was listed on the ford partner website listing Koeppel Ford as participating with the discount on that particular vehicle. Furthermore, I asked Wes Hamden, the sales manager and my salesmen Mirza what the lowest APR is currently being offered for the vehicle. None of them would give me a straight answer, they danced around the question before finally saying that Ford's APR rate will be somewhere around 7.9% APR. that I should go through alternate financing methods for a better rate. After the 1st day, I did my own research and found out that Ford has 0 APR for 48 months and 0.9 APR for 60 months, so I did the preapproval online and qualified instantly. There was a way to send my pre-approval to Koeppel, which I did. I mentioned this to my salesmen on the 2nd day, and he had no response. Not only that, my credit was run again through other types of financial institutions. My impression is that they discourage financing through Ford so they can offer you some alternate method which might get them kickbacks. Even though there were red flags, we really wanted the car and continued with the transaction because it was a limited edition car. On the 3rd day, the day we bought the car, we had an appointment at 4pm. It took 7 and a half hours for the the transaction to be completed, which is completely ridiculous. It was the end of the month. Which is typically the busiest day of the month for every dealer, so why not hire some extra help on that day every month. Our time is very valuable to us, why did you waste out time? My Salesman kept pressuring us to switch the insurance on the car even though I had concerns and told him I wanted to talk to the finance guy first to make sure we would be getting the 0 percent financing or else there would be no reason to transfer the insurance. My sales person left us sitting in the showroom for 45 minutes to an hour while he inspected the car and prepped it to bring over to our location. We had an appointment for 4pm. Why wasn't the car ready for us. We even had to go back a 4th time because they could not get our license plate off. On that 4th day our salesman offered free crossbars with complementary installation for the roof rack, I took him up on it, but after reviewing the Window Sticker. I realized it was something that I already paid $340 for when I purchased the car but it had not been installed. Pretty Tacky for a company to offer me something that I already paid for, that comes standard on the vehicle...

Honestly I wish I could leave zero stars, this was by far the absolute worst retail experience I’ve ever had in my entire life— in terms of professionalism and customer service, especially considering the kind of investment that I was going to make. I would never recommend any one to this dealership and would not do business with them under any circumstances. I spent over a half hour with someone over the phone comparing two cars, even going so far as arranging finance options , sending personal bank information and scheduling an appointment to see both of them the next day in the evening. I received two separate confirmations throughout the day asking if I was still coming in for my appointment, including a phone call from Christine in the morning and a text message in the afternoon at 6;30, 30 minutes before our scheduled meeting. When I arrived for my appointment with a (male) friend I was quickly notified that both cars had been sold that day by another representative, one that I had not met or spoken with. He (Raj) offered me horrible options that were not even close to what I wanted, as they were not even similar makes, models, years or mileage. The sales person claimed that he had notified me of both cars being sold when he called earlier that day and simply left a message that said to “ call him back,” despite the fact I got two other separate requests from other representatives to confirm my appointment from the dealership that same day, ( a phone call and a text) one of them barely an hour before my appointment. To add insult to injury throughout this entire time the sales person was also only speaking to my friend, and trying to “reason with him” even though I was the person buying the car. This was a blatantly sexist cherry on top of an already uncomfortable, unprofessional and frankly disastrous situation. I asked for the original representative’s phone number, and when I reached her, she told me that she was unaware both cars we had discussed on end had been sold within 24 hours of us speaking , and she told me that she would arrange for me to see a 2014 forester (which is atleast close to what I wanted) immediately with another sales representative. We met the other representative and walked back over to the lot in the freezing cold following a another man who didn’t seem to know where he was going or what he was looking for. After this became apparent to the sales person as well, and we walked the whole lot looking for the car, the second man went into the office only to return and inform us that the car was not even on the lot and could not be accessed at all. The sales person told me I could e back the next day despite already wasting half a day going to the bank and sitting through traffic to make this work. At this point I called the original representative who I had spoken to, Tiffany , who apologized profusely, saying she could try to arrange to make the second car work, but at this point I highly doubt that this can be amended considering the levels of awful that this experience was. Throughout this entire process Tiffany and Will are the only people I have no complaints over, and the rest of the experience has left me absolutely disheartened and furious about the lack of ethics or professionalism in an Already difficult process which requires a huge amount of trust , which this dealership has irreconcilably lost. I will share this review on every public platform to discourage people from having the same experience I did, and will not remove them until koeppel makes an effort to amend their horrible...

Excellent Ford Dealership with excellent leadership and customer service professionals. If you are going to Ford for Service Mr. Andrew Paulino (Service Director) has a sound and solid team of professionals to meet all your needs. Ryan in Parts is excellent with customer service concerns regarding your vehicle and will make time when needed. Mr. John Knoesel (Owner Loyalty Manager) is great at following up with you post service to ensure everything went well and you are satisfied, he is consistent and will make it right if it's not. Bridgette Burbs at Quiklane is simply put Phenomenal. You will be in and out for Service within a reasonable time and she wilm take care of you and your car with the utmost care and compassion (see my review at Quiklane for further). The team here is simply Professional and offer an Unparalleled customer experience each and every time you come in. I wouldnt trust my 5.0 with anyone else but the team at Koeppel Ford, what are you waiting for ? GO NOW.

I found myself today having questions regarding the paddle shifters/use/safeguards and any possible damage that could occur in regards to use. I initially conducted my go to there at Ford (Mrs. Bridgette Burns) for assistance and she transferred me over to Parts. Somehow I got Sales by accident (not a problem ) but preferred to speak to someone in Parts. I informed them I would just call back another time. After failed research regarding my concern was found in my manual and not wanting to bother Mrs. Burns for the 2nd time in one day I called Ford Motor Company directly. I didnt receive the answers I was looking for their (maybe I should have went to Detroit at this point huh? 🤣) but instead I called Bridgette back and she assured me she would get me in touch with Parts and it would be handled and it was. Bridgette informed me she got in touch with Parts and even told me who I would be speaking to when I got transferred......Ryan. (Thank you Bridgette Thank You)

Ryan was a blessing to talk to. I know the business I work in Sales and I get it , you guys are busy and dont have time to chat with customers all the time when their is work to be done and you have a Bay full of cars and a waiting area to match, but I want to thank Ryan for taking the time to talk to me. This Gen Mustang comes with Paddle Shifters and the rules of use arent totally transparent in the OM. Ryan spoke to me about them and put them in terms i could understand ....DRIVING MANUAL lol, it began to make sense to me much better after that, he also gave me advice on shift points and reassured me that Ford has my back with the bumper to bumper warranty. YOU CANNOT TEACH that type of customer service relation and reassurance anywhere I tell you, either they have it or they dont, its that simple. I appreciate Ryan for his time and explanation and he told me if I have anymore questions feel free to call him anytime , I appreciate that I truly do.

Mr. Knoesel & Mr. Paulino, I've said it once I'll say it again , this is a very solid team you have their at Ford, I haven't seen customer service like this for some time anywhere around. Koeppel Ford you...