Reed Jeep of Kansas City — Local services in Merriam

I had a great buying experience at Reed Jeep. Everything from my first contact through financing and finalizing my purchase was easy, transparent, and professional with absolutely no pressure. I've been buying cars for 35 years and this was the best experience I have ever had. That is the quick summary. The TLDR details are below if anyone is interested in details.

I had already looked up the 2021 Hydro Blue Pearl Jeep Wrangler 4xe (Unlimited Sahara) on their website while looking for Jeep 4xe's in my area. I was happy to find out the dealership participates in the Costco Automotive program. I signed up and quickly got an email with contact information for the authorized dealer contacts. Mike Sullivan (Sales Manager) reached out to me the next morning before I had time to call. I scheduled an appointment and met Mike at the dealership where he introduced me to Chris Jones (another authorized dealer contact) who was my salesperson.

Chris was amazing. We test drove the only 4xe they had on the lot as the car I was interested was still being shipped to Reed Jeep from the manufacturer (apparently this model is selling so well they can't keep them on the lot). Chris was very knowledgeable about this brand new model and features of the plug in electric hybrid powertrain. The buying process was extremely transparent with Chris showing me the MRSP, the invoiced cost, and then the amount of my Costco discount. Even though I was going through the Costco program Chris made me feel like a valued customer and was enthusiastic about helping me evaluate the vehicle I was interested in and I placed a deposit on it the same day.

Chris updated me regularly on the status of my vehicle as it was shipped from Jeep's manufacturing plant in Toledo, Ohio to the dealership. He also explained everything I could expect from the financing process including cost for both buying and leasing showing payments with various down payments and what documents to bring with me to the dealership the day my Jeep arrived. While we waited for a few minutes for the finance team to have all of my paperwork ready (I didn't decide between buying or leasing until I arrived at the dealership), he helped set up the Sirius Guardian account for my vehicle. Then after I completed everything he walked me out to my new Wrangler and made sure I was familiar with all of the features.

Adam Webster in the Finance Department was just as easy and wonderful to work with as Mike and Chris were. He reviewed a few options for additional protection products with me and pointed out which ones he recommended and why he didn't think some of the others would be a good value for me. Financing was simple and Adam got me a great interest rate.

I couldn't ask for a friendlier, more professional team to work with. Mike, Chris, and Adam made me feel valued and were helpful with information and on point advice when I needed it. This is car-buying done right. As I said at the top of the review - the best experience in 35 years of buying cars, including once at a (competing) Dodge Chrysler Jeep Ram dealership where I used to work. I've attached a pic of my new Jeep sitting in the parking lot of apartment complex. I'm glad to be a Jeep owner once again, and happy I chose Reed Jeep...

They have a sign hanging up that talks about their values - honesty, diligence, teamwork, performance, golden rule - and how they honor God through selling cars according to those values. Here is how they did that...

I scheduled a test drive several days ahead of time. I texted one question about the vehicle (re: the cruise control feature) well ahead of time to allow them time to look into it if needed. The salesperson responded quickly with a "Yes" to my question. I asked the question again during the test drive, to which the in-person answer was also Yes. Note that, during the test drive, there was not an opportunity to use the cruise control... it was rush hour so there was heavy traffic everywhere; also consider that I was driving a car I wasn't familiar with in a city I was not familiar with, and that I had received a definitive answer from a supposedly trustworthy and knowledgeable salesperson.

The vehicle was clearly listed for a specific price online. I decided to move forward with the purchase only to notice an additional $900 for a paint protectant that had already been applied. If you would like to argue that it was an honest mistake, just know that the salesperson's response when I expressed my concern about them trying to pull a fast one on me was. "Well, it's not like we can remove the protectant, so..."

After purchasing the vehicle, I found a rental agreement in the center console from a customer they had previously lent the vehicle to. The document had a bunch of personal information on it (drivers license #, phone #, address, birthday, and more). If I were an identity thief, I would've hit the jackpot (I texted the person and let them know I had found it and subsequently shredded it).

After I purchased the vehicle, I could not figure out the particular cruise control feature I'd inquired about and couldn't find it in the owner's manual either. So I texted the salesperson and asked about it again. More than a day later, I received a response that they had previously answered my question based on an assumption about the vehicle rather than actually checking the vehicle itself. Fortunately, since I had it in writing that they had given me incorrect information, I was able to reverse the sale and return the vehicle.

At no point during any of this did anyone apologize. Maybe they don't actually know the meaning of diligence, honesty, values, etc., bc I saw active and abundant dishonesty, carelessness, etc.

Being a shady car dealer is one thing, but to unapologetically do all that in the name of God is the slimiest.

I've included a photo of the values sign in addition to another large sign/banner they proudly display despite the glaring typo on it....

TL:DR - A Nightmare Experience at Reed Jeep, AVOID.

I feel compelled to share my utterly horrendous customer experience with Reed Jeep as a cautionary tale to potential future customers. What was supposed to be a straightforward starter repair and oil change turned into a disaster that left me both emotionally and financially drained.

After having a tow company drop by car off on Saturday, September 30th for what should have been a routine starter replacement and oil change, I was appalled to receive a call NINE days later, only to be informed that my car required an entirely new engine.

To be VERY transparent, I was told that given my car engine style the repair would take a few more hours than normal because the starter is essentially hidden away. That said, how on earth did it take nearly a week and a half to reach such a conclusion?

The level of incompetence demonstrated by the staff at Reed Jeep is staggering. This entire ordeal has left me questioning the integrity of their technicians and the quality of their service.

To add insult to injury, the lack of communication was abysmal. No updates, no progress reports - I was left completely in the dark, constantly having to chase them down for information that should have been readily available. It's as if they had no regard for the time and money I was investing in their services.

When pressed about this lack of communication, the staff tried to tell me that they have call logs reaching out to me and my parents (who got involved because I couldn’t afford the engine on my own). Each time I called, their phone systems were on the fritz, staff was having issues with calls being forwarded to their cells, I was transferred to the switch board of a different dealership… twice, and two voicemails I left were “never received.”

Furthermore, the astronomical bill I received for the "services" rendered was nothing short of extortionate. I received a 30% discount (the bill was still $1,500 after said discount) upon asking for my bill to just be written off given the service department wasting 6 working days of my time, without a vehicle. It's abundantly clear that Reed Jeep prioritizes profit margins over customer satisfaction and ethical business practices.

In conclusion, I implore anyone considering using Reed Jeep to exercise extreme caution. My experience is a testament to their lack of professionalism, expertise, and basic decency. Save yourself the heartache, frustration, and financial loss - steer clear of this dealership...