November 6, 2018
I would like to thank Koons Sterling Ford for a great overall car buying experience. The person that really made this what it was is Alex Assefa. I had been searching my local dealerships for a Focus RS, but none were available. I happen to hop on AutoTrader and found one at the Koons Sterling Ford dealership. I chatted with Alex, naturally checked them out on Google - 422 Google Reviews with an average rating of 4.6 out of 5! - and immediately liked his style and gave him a call.
Alex is a non hi-pressure salesman for one. He's extremely polite, straight forward, calm and professional. Throughout the car buying service I was surprised by his thoughtfulness and level of - very helpful - communication.
As an example:
The Focus RS that I was purchasing came with the optional winter tire/wheel package. Alex was on top of his game. Among constant communication (actually over the phone and not just texting), Alex called me to notify that the wheels and tires are all fine. But that they are packaged individually and currently on a pallet.
Alex wanted to let me know planning wise, but above this, when I told him I did not readily have a way to transport all of them at once, he took his time to gather options and present those options to me. I'm not saying this will always happen, but I decided to have the wheels shipped as this was Christmas Eve and I was on my way to visit family. I was not wanting to travel back and forth since I was not going to rent a truck or anything - again, non of this has to deal with them. When you buy a car, you need to be aware of what that entails. For this car, it included additional wheels and tires.
However, instead of shipping them regularly, Alex arranged to have one of their own drivers personally deliver them to me about 1.5hrs away. While I had been more than happy to pay for shipping, I was not expecting hand delivered service from the dealership. I had paid to have the wheels and tires mounted and balanced. Therefore they were not in boxes. Alex noted to me that he much proffered to have them delivered this way so that the wheels would arrive in good condition no matter what. Needless to say, Alex was still on top of his game after the sale. I was out of town, he called to give me a heads up and notify me that the driver would be delivering the wheels the next day. Alex then coordinated communication between myself and the driver initially until the driver was on his way and called me directly. Very polite and all was taken care of.
The reason I want to note this story and Alex specifically, is the kind of forethought, his overall attitude, and his customer service (both at the dealership and on the phone) are just not something you see these days. I've worked in high end customer service - and I am leaving out all the little things he did or specifically didn't do to make sure I was good with everything that was happening. My girlfriend came with me and it was by far the complete opposite buying experience than what I expected. Alex deserves 100% of the credit for this.