Great summary for the folks purchasing through Koons
@wtez. Having lived in the DC metro area for a bit, I have previously purchased from Koons as well.... my first Ram in fact, back in 2003. They were actually really easy to deal with and gave me a great deal for a unit already on the lot, because it was the end of the model year. I paid cash and it was late in the day, so i pretty much skipped all the finance mumbo jumbo, so i had a very different experience than yours.
That being said, i just got off the phone with March (the finance manager) at Mark Dodge. I spent an hour on a Zoom call with him, and much of that time was just shooting the s#!t. My point here is that Mark Dodge is also a huge volume dealer, giving most customers the BEST price and they are absolutely the best group of folks i've ever dealt with at any car dealership anywhere, period. They presented me with an amazing price on the first contact...no haggling required. They kept me up to date on the progress and responded to texts quickly when i reached out. They offered me $2k more for my trade than any of the online outfits (Carmax, Carvana, KBB, etc), and when it came time to talk finance, they did exactly what i asked, made their pitch for their extra services, took the time to play with the numbers, and further sweetened the deal on one of the optional packages. I don't know how they are making a profit, even at this high volume, but i can tell you, they are definitely earning repeat customers with their outstanding customer service, and that goes a long way in this day and age.
Just to be clear, this isn't a rant about Koons or a boast about Mark Dodge; it was a counterpoint to your statement that we shouldn't expect "high-touch service" AND a great price on a new vehicle. MD has proven that the two are not mutually exclusive.
I'll be picking up my truck next week and can't wait to meet the team and shake their hands.
Cheers!