Koons Automotive, Inc

[redacted],We apologize for any inconvenience. Sometimes the bank will use the party with the strongest credit when processing a loan, and often this is out of our control. It seems as if your information should not have been submitted at all so please accept our sincerest of apologies. We have...

attached a letter to all 3 major credit bureaus which should help speed along the process of removing the hard inquiries. These letters have been mailed and  a copy sent to you at your home address as well. In our experience it can take up to 90 days for the inquiry to be removed.Kindly,Koons Automotive, Inc.PS....Revdex.com please do NOT submit the attached file so that on line viewers can access it as it contains personal information!!!

Please find attached the last couple of conversations between Koons and [redacted]. After viewing the last submission by our customer its in Koons best interest to relay the conversations that have transpired in writing. Please also find the check that was cut for [redacted]. In addition to the check being in the envelope mailed a copy of her registration, as she requested, was also in the envelope.Thank you,Katrina

Mam,We are sorry for the confusion. At no time did Koons intentionally misrepresent anything to you. As you share the sales man and the manager both shared the price on the windshield was a cash price. We would love to be able to help you purchase a vehicle and have no reason not to assist, this is after all the line of business we are in. After speaking to the manager who assisted you he shared that they really enjoyed working with you. You were polite and very friendly. They tried their best to make a deal happen for you but were unable to. We did not mean to imply that your credit was poor only that with your bureau score the banks we could obtain financing with required a large fee. If we could have helped  you we certainly would have. In addition, your co-buyers state issued id wasn't being held intentionally. Had either of you asked for it it would have been returned. The manager shared that it was on his desk and he just forgot to return it until after he reviewed the options for financing. He also mentioned that there were no other vehicles shared with him that may have been of interest to you. Your first post did not share additional vehicles. Regardless, we apologize for the experience you had at Koons. Our sales man and manager enjoyed working with you and felt you were understanding when they explained the financing situation to you. At no time did they sense hostility or discontent. There was no false advertising involved here as the price advertised is the purchase price of the vehicle when paying with cash. Thank you for your time and again we apologize that we couldn't please you,Koons Auto.

Sir we apologize for your inconvenience. As your mother stated on her [redacted] complaint you were told your pay stubs had to show 40 hours per week. She stated that you couldn't help two pay periods in which you worked less than 40 hours. Unfortunately we couldn't help that either as it was no fault...

of our own. The bank that we acquired the approval from required the 40 hours per week work to validate your income level could sustain the vehicle payment, not Koons. Our hands were tied when your pay stubs didn't show this. It profits us nothing to not obtain an approval on a bank loan for you. Our business is based solely around the vehicles we sale and service. We were also told that the shake was repaired. You chose not to complete a bank interview until the vehicles shaking was repaired. It was repaired. Thank you and we are happy to help you with any of your other concerns at any time!Koons Automotive.

We apologize for any inconvenience. The sales flyer is just that, a flyer used to generate business from a sales event the company has planned. Everyone is a winner whether its $1.00 gold coin or a variety of larger prizes. This is not a scam as our company has given away thousands of prizes from...

many dollar ranges. All of our flyers are run first through the National Do Not Call and Do Not Send databases. Please note that the flyer clearly states "Preferred Customers our records show that you are a finalist of one of these five prices". If your number matches a number to one of the five prizes  you are a finalist. You then need to come in and spin the wheel to see which of the five prizes you won. The flyer also states "you could be the winner"....This is not meant to mislead or misrepresent our business but to promote a planned sale for the company.Thank you for taking the time to inquire.Koons Automotive, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:i was not told that the 7489 was the "cash price" of the car until after all my info was given to the salesman and the finance manager took my paperwork. I specifically stated that I wanted to finance the car and at no time was I ever aware that the 7489 was a cash price until my credit and my my co borrowers credit had been checked at which time I was told the car was then 13000 some dollars with 2000 off. 1000 for my car and 1000 cash that the salesman knew I did not have. I told the saleman I did not have any cash and would have a trade in.I asked about other cars on the lot and I was never ever given a price for any car that I asked about. 7489 was displayed on the windshield and there was nothing stating that it was a cash price.we sat there for almost 5 hours without any answers to any of my questions about any vehicle on that lot. Did I also forget to mention that my moms state issued id was kept almost the entire time we were there they said because the copier wasnt working .Extremely unprofessional. And if our credit was so bad why were you going to finance 11000 dollars at payment well beyond what I told the salesman I could afford. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I have documentation to prove that one or more of the statements in the reply of the business is incorrect.  Naturally, I expected the business to go on the defense.  The documented proof will be presented in a court of law that I will be having my counsel to submit to the Stafford County clerk of the court (County of location for the business).  The planned defendants in the court case will be [redacted] and Koons Automotive of Fredericksburg (Brian S[redacted], Matthew D[redacted], and Douglas J[redacted]).  The aforementioned planned defendants will be getting court summons after the submission of my complaint.  I desire no further responses from the business.  I plan to let the Stafford County circuit court make the final determination of my case once my complaint is submitted and heard before the court.The business is correct in stating that the deficiencies noted on the "we owe" statements were completed.  However, this only partially satisfies my overall complaint.  My major complaint is that I was grossly overcharged for the used vehicle compared to what I would have paid at a new [redacted] dealership for a brand new, never owned [redacted] had I had better credit.  I had tried obtaining financing beforehand through other sources for buying a new vehicle from a new dealership but was declined due to having a poor credit score (very low 600's).  I had mistakenly taken Koons Automotive to be part of the Koons new car dealership in northern Virginia that had numerous advertisements in the newspapers and on television .  Much to my disappointment, I found, after the fact, that Koons Automotive is a completely separate and independent dealership from the Koons new car dealership in northern Virginia that did the great amount of advertising.  I'm sure the word Koons is not a registered trade-dress but the use of the same name for car dealerships, nevertheless, caused confusion for me.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To Whom it May Concern,On 3/12 a lead source by the name of [redacted] submitted the attached application to Koons Auto. [redacted] must have submitted an online application to a source on the internet while in search of a vehicle. We would have had NO other way to obtain his information. There would...

have been a box on the application that he checked which allows our company to to pull his credit, thus the box in the bottom left hand of the application is marked "yes". Koons Auto has complied with all state and local regulations in obtaining this bureau. Mr. Herb W[redacted], sales manager, contacted [redacted] after his credit was run. Thank you for the inquiry. Koons Automotive

2/26/16To Whom It May Concern:Thank you for the notice regarding your concern with with our scratch, match & win marketing flyer.We have copied the flyer in its entirety and included it in this attachment. Please note the highlighted areas that clearly state "5 DAYS ONLY THURSDAY, FEB. 11-...

MONDAY, FEB. 15!". On the second page it clearly states "Due to advertising deadlines etc." The in Home Date of 2/9/16 is just that... the date the postal service was to have the flyer "in the home". On this same page it clearly states "Then proceed to Koons Automotive of Culpeper during event times to claim your prize!"From a business perspective this is very clear. There is a contest, during a given time frame, before and after the time period is not during the given time of the contest.Koons has had the pleasure of satisfying many winners with a variety of prizes throughout this contest, and others. However, the only way the contest works is as described above.We apologize if this seemed misleading as that is surely not our intent. Again, we had several potential customers who won a variety of prizes.Please let us know if we can be of further assistance. We do try to please!Many Thanks,Koons Auto

9//9/14Dear [redacted] and [redacted],Please see the following attachments:Letter from
Koons Auto.**. [redacted]
purchased a 2009 [redacted] from us on 7/18/14. Koons worked diligently
to get **. [redacted] into a vehicle as her circumstances were difficult to
overcome. We work with 40+ lenders and...

continued trying until we were able to get
her financed. She was gracious enough to come back and forth to the dealership
3 or 4 times during this process. Before the
purchase of this vehicle there was a 27 point inspection performed, in which
this vehicle passed, an internal detail service, and the replacement of the
battery. On 8/4 the vehicle was brought back to Koons with a rattling noise.
The engine shield had been knocked off so Koons resecured it at no cost to **.
[redacted]. At this time it was reported that the passenger side windshield wiper
was inoperative so Koons replaced this, at no charge to **. [redacted]. An intermittent
sensor and the accelerator pedal were also replaced, free of charge to **.
[redacted]. Again, these items initially passed during the inspection process but
Koons repaired them at our expense regardless. In short,
Koons jumped through many hoops to satisfy **. [redacted], each and every time
paying for the potential issue at hand. There were several times when not only
Koons, but other new car dealerships, could not duplicate the problems as
described. Regardless, we repaired each and every issue that was shared with us
and her vehicle was returned to her in good working order on 9/17. An internal
and external detail service was performed along with a half of a tank of gas
installed. Our General
Manager did share with **. [redacted] if the issues could not be repaired we would
attempt to trade her out of the vehicle. All issues were repaired yet **.
[redacted] stated that she received an approval from another dealership and wants
us to buy the vehicle back. It was never discussed that the vehicle would be bought
back if all of the issues were repaired. Koons went
over and above to satisfy **. [redacted]. We returned to her a car in excellent
condition. We repaired items that were in good working order when she initially
received the vehicle. She was in a company loaner vehicle any time that her
purchased vehicle was being repaired. There were no out of pocket expenses to
**. [redacted]. We are
sincerely sorry if this resolution doesn’t please **. [redacted] however; Koons
has made every effort to exceed her expectations.Respectfully,Koons
Automotive

Please find my attached response to Koon's Automotive.[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

2/12/16,Dear [redacted],We apologize for your troubles while working with Koons Auto. Trust me when I share Koons wants 100% customer Satisfaction. We know it is not always attainable yet still our #1 goal!Your vehicle has had the following work performed:Emissions Inspection Va. State Inspection 27...

point pre-owned inspection 3" brake light assembly replaced Machined front and back rotorsReplaced two tires and balanced othersWe have spoken with personnel outlined in your note and trust that the lines of Communication are open and will be utilized in both directions.It is our understanding that you were in the Woodbridge location this week and each of your concerns isbeing addressed.Please do not hesitate to contact us again if you have any further concerns.Respectfully,Koons Automotive[redacted]www.KoonsOf Woodbridge.com

I do appreciate your efforts. Yeah our credits were pretty much exact same and I was not working at all. I just never understood why they ran it twice through their system and about a total of 10 times. That's an excessive amount. I've financed cars before through dealerships and at most was 3 hits. I did received a copy of the letter regarding this matter. I just hope the credit bureaus will honnor the request.Thanks for your time,[redacted] [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Mr. [redacted], We appreciate your perspective and would like to share ours. This particular vehicle was listed on line before the total repairs had been completed. The repairs were more expensive than anticipated and we had no option but to raise the price to cover our costs. We were in the...

process of adjusting the price online when you became interested in the vehicle. Even with the additional fee, that Koons spent, the vehicle was still several thousand dollars less expensive than you had been able to find elsewhere, according to your comment to our personnel. Our sales person said he contacted you and said "what if I could get management to split the fee with you" and  you were interested in this. The sales person at no time had the authority to make this decision on his own, Lyndon did not approve the decision, even if it was relayed as a "what if." This is why Lyndon was adamant that we could not sell the vehicle without the recon fee as Koons was not in the position to lose money on this vehicle. Again, we apologize for the situation and are happy to help you with any other vehicle at any time, or with this vehicle at the correct price point. Thank you,Koons Auto

Review: I purchased a car through this dealer on august 3 2013, my uncle and myself signed the contract. 4 days later they called and said they got a better deal with an extra 1000 down payment required, I told them that I didnt have the extra, because I had already paid the initial 1000 they asked for originally, but they said they would work with me and resolve it later, so I resigned the contract on the 8th of august and I was told the original contract would be null and void, I received a text message from the finance manager, (which I thought was unprofessional especially for a company well known) and she told me that her GM wanted to inform me that they were going to "flat out cancel" my new contract, which was already finalized because I called the bank to verify, and that they had already submitted my original contract with another bank, my first issue is that they were the ones who pushed me to sign at 2000.00 when I had told them it would take me time to come up with it. and my second issue is that, why would they keep 2 contracts? I feel that is a violation of privacy, because first of all, what if they submitted both contracts to 2 banks and im stuck paying 2 loans. if they were going to keep the original contract why would they bother to tell me that it would be null and void? the guy who was supposed to call me and collect the 1000.00 was very rude, he yelled at me and then hung up, when I later questioned the finance manager, she basically said get over it because he is "going through a hard time" I have the texts to prove all of this. everyone goes through a hard time, but I don't go around yelling at customers or hanging up on them. my uncle has a 700+ credit score and I have a 560 credit score, I dont understand why they are treating us as if they are doing us a favor by letting us keep the car, but playing around with my loan.Desired Settlement: I want this dealer to cancel my first original contract that I signed on 8/4/2013 because that is what they told me they would do. there is no reason why they should have kept it on file. also I do have intentions of paying my remaining down payment, but I do not need or want their employees calling my workplace or texting me about it. ive seen fast food restaurants that are more professional then this.

Business

Response:

Complaint # [redacted]

On December 10, 2015, I went in to browse the used cars at Koons Automotive 401 James Madison Hwy. Culpepper VA. After test driving I felt pressured to agree to apply for a car loan. I repeatedly told the salesman I planned to pay in cash and was not interested in a car loan. I was taken into the office where I was asked for more personal information, which I gave before leaving, thinking I would come back. I thought everyone understood I did not want a loan.
1 week later I went back with my husband and another salesman continued to pressure me into a car loan and again I said "no". We did not see a car we were looking for so we left.
On December 20, 2015, I received a letter from a bank stating that my loan request of $8,706.75 was denied. I never asked for Koons Automotive to submit a loan request. I never verbally agreed or intentionally signed anything for a loan. The only thing I signed was to test drive a truck. I was told this was routine to test drive the truck and was not told my credit would be checked or a loan requested.
They also submitted a loan application in the same amount under my husband's name. He was not with me the day I test drove the truck.
On December 22, 2015, I talked to the sales manager at Koons. She was very rude and confrontational.
Bottom line, their business practices are unethical and shady. This can compromise our identity and credit information. I was told by the sales manager that my personal information will be retained by their office for 5 years according to VA state law.

Koons knowingly sells cars with frame and unibody damage. The car they sold me was announced at the auction they bought it from with frame and unibody damage. Had I known this I would not have purchased the car. It is compromised and if in another accident any one in the car can be seriously injured. I will not take that chance with my kids. They should not be allowed to play with people like this.

Review: In February 23,2013 I purchased a vehicle from Koon's with an extended warranty . My truck is now not operable and covered under said warranty upon calling the warranty company was informed that it had been cancelled. I was never informed of this and have been paying for the warranty in my monthly truck payment to the bank. "

I have contacted Koon's about 6 times in three days and NO ONE will respond to the issue. I have been hung up on, talked to rudely . I am now paying for a rental truck since I have no other means of transportation.

Also no one wishes to tell me who or how I can reach the owner of Koon's Automotive until I contacted Revdex.com.Desired Settlement: I want either the warranty on my truck for which am paying for or a refund. Then I would like for someone to apologize to my wife for the extreme disrespect she was shown on the phone with a salesmen at this location . Also reimbursement for my rental car.

Thank you

Business

Response:

12/4/14To Whom It May Concern,

Review: March 09, 2013 I purchased a 2012 [redacted] at Koons Automotive, Inc in [redacted], Va. There was a stratch on the drivers side door that I asked to be fixed and it was upon my picking up the car. Two months later I had the first oil change done. No problems. Then in late July I had the second oil change done and was told two things. 1) The tires were nearly bald and would not allow them to be rotated and balanced. 2) It was possible that the car had been in an accident prior to it being sold to me. I immediately called Koons Automotive, Inc. and spoke with one of the owners. When I told her about the tires the first thing she did was laugh and state how long it had been since I purchased the car and that they were not liable for tires that I had been driving on for that amount of time. I explained to her that I only drove this car to and from work four days a week to the tune of approximately twelve miles per day, forty eight miles per work week and to Maryland once or twice a month to the amount of either one hundred miles per trips which never exceeded two hundred miles a month and was usually only the one trip. My concern was how could these tires be so used down to the metal if they were in any good shape to begin with. My second complaint was due to the fact that a few days prior the air conditioner had stopped working. No longer blowing cold air at all. At that time, I also asked her if the car had been in an accident and she said no, not to her knowledge. I also told her that the repair they had done on the drivers side door due to the scratch was showing signs of the primer coming through the paint. I was told that they would repair that for me and she would look into the issue with the air conditioner. I realized at that point that the tire issue was all on me and did not matter to this company. I was later told that she had good news for me and that was that the air conditioner probably was a warranty issue. If it was not a warranty issue I would have to pay.Desired Settlement: Due to my finances and believing this to be only needed Freon in the car I went through the winter and just recently had the car checked. Even though I was told by the owner at Koons Automotive that she ran a check on the car and it had not been in an accident, I learn that yes it was in an accident and a bad one that has caused the problem with the air conditioner. I make payments every month on a car that needs major repairs from before I even bought it. I just want them to be accountable.

Business

Response:

6/30/14To Whom It May Concern,Please see the following attachments:Letter from Koons Auto.Koons Auto. Buyers OrderSigned statement regarding defects that may occur in purchase of a used motor vehicle [redacted] Chevrolet Invoice for passed Va. State Inspection [redacted] Warranty Check with manufacturer warranty information dated 11/7/13 Signed Buyers Guide[redacted] Vehicle History ReportTo address the documents above first. Please see the Buyers Order dated 3/9/13 and the complaint date of today ~ which is 478 days after the purchase of this vehicle. Note on the signed Buyers Order in the box labeled Service Contract and noted by the letters "N/A" that no warranty was purchased for this vehicle. Note the next page is signed by [redacted] and is a notification of defects that may occur in used motor vehicles. Note the following page faxed over today by [redacted] Chevrolet noting a passed Va. State Inspection. Note the following page the [redacted] Warranty Check (with my notes from the call) with the manufacturer original warranty and pulled 11/7/13, same day I was contacted by [redacted]. Note the following page labeled Buyers Guide which details the warranty by Koons for this vehicle, since an extended warranty wasn't purchased, is limited, covers the systems listed, for the duration listed and is signed by [redacted]. Note the following page, [redacted] Vehicle History Report with notes detailed below.I remember this call like it was yesterday because I felt sorry and had compassion for [redacted]. When she contacted me on 11/7/13, 243 days after the purchase of her car (not late July), she was very upset, noticeably crying and talked for a long period of time without allowing me to comment. When I was finally able to speak I apologized for the apparent issues with her vehicle and attempted to help resolve them. I shared with her that I was truly sorry and thanked her for contacting me. I never laughed at her and have never laughed at any customer of Koons. We are a small, family owned and operated business and I understand what our reputation in the community means for our business. Regardless, it is not my personality to gloat at others misfortune. Thus, I would never laugh at a customer, especially one I was trying to help! I remember this call well because I felt close to the situation. [redacted] shared that she "was a single mother, 53 years of age, struggled to make the almost $300/month car payment, the a/c stopped working 3 months prior but she had failed to let anyone know, there was a paint scratch on the door that had been repaired and the primer was showing through, there were white spots all over the door, the first oil change showed damage to the strut box, she drives 6 miles/day to work, lives in [redacted], was taking her vacation to go babysit her grandchildren and wouldn't be back for 10 days." While I am not single I am close in age to [redacted]. I took notes on this call in an attempt to assist her. The same day, 11/7/13 and again 243 days after the vehicle was purchased, I pulled the her file, realized that she did not purchase an extended warranty, verified her vehicle passed Va. State Inspection, contacted our paint and repair sub, pulled a [redacted] and called [redacted] back. I shared with her that our finance department is trained to offer all customers an extended warranty and I see where she opted not to purchase it and was aware of the warranty and possible defects that could happen. That I had verified her vehicle passed Va. State Inspection by an independent dealer, [redacted] Chevrolet in March of 2013. That the tires had passed inspection and there was no note that the a/c wasn't working at the time of inspection. I shared the information regarding the original manufacturer warranty I identified via [redacted] and was excited to share she should contact the local [redacted] dealer and verify if the a/c could be repaired under warranty (note date in bottom left hand corner of [redacted] as 11/7/13 same day of her contact to me.) I asked her to call me when she returned from her trip to baby sit her grandchildren and I would schedule the repair of the scratch to her door panel. By the end of the conversation she apologized to me for being so upset and talking ugly initially. I shared that I understood and only wanted to help.Approximately 10+ days after [redacted] should have returned from her trip to baby sit her grandchildren I tried calling her again. I was trying to schedule an appointment to paint and repair the scratch on her door and verify if she had been able to have her a/c repaired. I had to leave a message at the number she provided me of [redacted]. On 12/11/13 and 12/18/13 again I left messages for [redacted] and did not hear back.It wasn't until the Revdex.com complaint on 6/30/14 that the issue of the vehicle being in an accident was brought up. So today I pulled a [redacted] that details the vehicle history. On the first page you can see that an accident/damage was reported. On page two you can see where the vehicle is guaranteed no problem for Salvage, Junk, Rebuilt, Fire, Flood, Hail or Lemon. It was also not ever reported as a total loss, structural damage, air bag deployment, odometer damage, or manufacturer recall. The minor accident was reported on 2/24/12 in Maryland and was totally repaired. 6/19/12 the vehicle passed a DC Inspection. 3/11/13 [redacted] Chevrolet performed a Va.State Inspection where a maintenance inspection was completed, vehicle washed and detailed, and the safety inspection completed. On 4/4/13 another VA. State inspection was performed and the vehicle passed. Please note on page 4 of the [redacted] the following highlighted section "According to the National Safety Council, Injury facts, 2007 edition, 7% of the 245 million registered vehicles in the US were involved in an accident in 2005. Over 75% of these were considered minor or moderate." It is not against the law for any dealership to resale a vehicle that has been in a minor accident with no structural damage or that isn't reported as a salvage vehicle.In my opinion, I find it wrong that 235 days after I initially spoke to [redacted] and 478 days after the purchase of her vehicle, [redacted] is filing a Revdex.com complaint. Koons has been nothing but nice to [redacted] and has attempted to help resolve her concerns! It is not Koons fault that phone made to the number provided us have not been returned. We cannot schedule work if we cannot reach the customer. As noted and acknowledged by [redacted]'s signature three times (on the Buyers Order, paper noting defects, and Buyers Guide) there is no obligation on the part of Koons to repair anything on this vehicle. Regarding the tires, it's not that they didn't matter to Koons but at some point and surely 9 months after a vehicle is purchased, the normal and routine maintenance and repair become the responsibility of the owner. If the tires had not passed inspection Koons would have purchased and installed new tires at our expense. But all 4 tires passed Va. State Inspection. If the issue with the air conditioner had been reported in a timely manner, for instance within a month or so of the purchase, or even in the heat of the summer, Koons would have scheduled a service appointment. But to wait until November when a device potentially failed 3 months earlier is negligence on the part of the owner.Regardless of the issues, Koons is still willing to repair the scratch on the door panel if she will contact us us at ###-###-####. We have no ill will toward [redacted] and only wish the best for her.Respectfully,

Consumer

Response:

I am sending this email in regard to our phone conversation a few days ago regarding my closed complaint towards Koons Automotive in [redacted], VA.