Koons of Tysons Corner

Review: After taking my new car (purchased from Koons less than 1 month prior to infraction) to Koons of [redacted], I have had nothing but trouble dealing with their service department. I originally went in because the gauge in my car indicated a low tire (same tire) twice. So I took it to the service department to look at. When approaching the service station, [redacted], greeted me and asked the problem. I let him know that I needed the tire looked at and that I had purchased a Tire and Wheel Warranty from the dealership. At this point I didn't know what the warranty covered (new car..) and let him know that. "No problem, we'll get it taken care of" was his response. He came back a while later telling me he had found a nail in the tire and patched it. He also suggested that I had two other tires repaired as they had sidewall damage and could lead to a "blow out". I mentioned that I wanted to become familiar with the warranty and that I would come back (at this point I am running extremely late for work). He handed me the bill, the recommended service and his personal business card and told me to contact him directly to set up a time for the tire replacement. I went to the desk to check out and the receptionist told me I owed $38.10 (or something like that) and I asked if the warranty covered the repair and she told that I would need to talk to [redacted] about that. Since I had just mentioned to him twice that I had a warranty (and I'm not that familiar with it) I assumed that the repair wouldn't be covered so I paid it and moved on.

Later that day, I called the sales rep that set us up with the warranty. He confirmed that tires with sidewall damage and plugs for tire punctures were both covered and that my warranty shows up in my profile at Koons, so he's not sure why I needed to pay for the plug or why [redacted] gave me an estimate with the recommendations. I'm inclined to believe at this point, [redacted] should've known to take pictures of the tire and send them to the warranty company to be approved for replacement. I guess he was more concerned with taking a customer for new tires than reading their file for warranty information.

I decided to call anyway and set up the appointment to have the warranty replacement tires done and so I called [redacted]'s direct line, from his card, that he told me to use. As soon as I said "warranty" I was immediately told that I would need to call reservations to setup the appointment and hung up on (no transfer?). I talk to [redacted] (the same receptionist that told me to go ask HER coworker about the my fees) and tell her I needed to come in to get 2 new tires put on. She tells me that I need to talk to the parts department to find out if they have the tires for my car. (This is new, I've owned many different cars over the 12 years I've been driving and have never had to find out if there were parts available.) She then transfers (so they do have a transfer system...) to parts, where I am hung up on 3 times before I actually get to talk to someone. When I do, I ask the representative if they have the items and tires needed to do the replacement and he puts me on hold (for an eternity) to search for the part. When he comes back he tells me that: 1) they don't have it in stock and 2) in fact, no dealers in the area have it in stock and 3) that if he tries to place an order for the tires it will be canceled immediately. I ask him why [redacted] would tell me that he could replace my tires for me and quote an estimate, if there are NO tires to be had for my car. Again I am put on hold for a long bit and he comes back to say that they did indeed have the tires in stock that they could replace mine at any time. It is infuriating that this all couldn't be done between the workers of the same company. So, I call [redacted] back to let her know that they did, in fact, have the tires.

At this point, while confirming the appointment, I wanted to make very clear that it would be covered by the warranty. my husband would be bringing the car in, so I didn't want him confused by anything. She responded that she had NO idea that I had a warranty and that she would have to double check if they could EVEN do a warranty replacement at that time...(This seems ridiculous. Warranty replacements should most certainly be able to do at any time, you get a warranty to plan for the unplannable.) She does check and verifies that yes they can do the replacement at that time.

On the day of the appointment, less than 2 hours before (my husband's) scheduled arrival, we get a call that the warranty can't be done at that time, due to the warranty representative not being in the office, or something like that. Since I was going out of town I decided to not schedule a new appointment at that time. I would wait until I got back. I've lost a considerable amount of "cool" by this point and didn't see the need of throwing a fit at this point. When I got back into town I called to make another appointment. I stated very clearly in the beginning that I had a warranty and wanted to make very certain that I could get the appointment at an approved time for this procedure. I even took the day off so I could make sure that I would have enough time for the appointment. We decided on a Friday at 7am.

On Friday, at 7, I showed up and again was greeted by [redacted]. I handed over the keys and he took her away. About 45-50 minutes later (around 8am) he comes back to me and tells me that he has all the pictures of the tire taken and that the warranty representatives don't show up until 9am so I would need to wait until they got in the office and wait more while they determined my approval status. I specifically made this appointment for a WARRANTY so why was I allowed to come in 2 hours before the representatives even come in? [redacted] also chooses this point in time to tell me that he could go ahead and replace the tires and then I could submit for reimbursement. I'm not comfortable with this for 2 reasons: 1)If I had the money for new tires up front, I would've never signed up for a warranty and 2) what if they decided not to approve? Then I'm out the money for the new tires AND that means I didn't need them, which means I was taken by [redacted]. I tell [redacted] that since I paid for the warranty I wanted to use it and he tells me that in any case I would have to pay upfront and be reimbursed. I know this isn't right, the sales rep (who sold me the warranty) told me so. At this point I am pretty mad and decide to leave. I tell [redacted] that I don't want to wait for the service reps to come in and that once he's submitted the warranty to them that he could call me with the results and I would bring the car right back. He then tells me that that is a good idea because he didn't really need me to waste an hour of his time. I am so mad and angry at this point I don't even say anything to him, just turn and walk away. WHO says that to a customer? Especially one that had your department had ANYTHING right, I wouldn't have even been there yet. On top of that, on my way home I notice that my car vibrates whenever I go above 55mph, something it hadn't ever done before.

I never got the call on what the warranty company says about my tires. I have contacted the "contact us" section on the Friday I took the car in and the following Friday when there was no response. I also contacted them again today, another week later and copied the General Manager as well. They have been continually unresponsive.Desired Settlement: I would like for Koons to tell me whether or not the warranty company approved my replacement.

If not approved, I would like a personal apology from [redacted] stating that he tried to lie to a customer in order to sell tires to someone with a warranty.

I would like to be reimbursed for the plug that should've never been charged to me in the first place.

I would like the vibrating in my car to stop, and this repair to be done by anyone other than [redacted] at no cost to me.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Jun 18, 2014 at 9:41 AM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

Koons' General Manager, [redacted] contacted me and offered to have my tires replaced for no cost to me.

He had a different service manager, [redacted], take care of my car.

Review: I was contacted by the Sale Manager (Joshua E[redacted]) at 4PM on Sept. 15th after purchasing a 2014 [redacted] on Sept. 13th and he informed me that a rebate of $1000 was not redeemable and I needed to either come into the store and pay the $1000 or pursue my own financing. I was then contacted by the Finance Director (Toby K[redacted]) who questioned my integrity at the pursuance of Mr. E[redacted] and was informed by the Finance Director that the deal would be "unwound" and he needed his vehicle that night. I drove to the dealership from my home ~70 miles away to return the 2014 [redacted], "unwind the deal" and receive my 2010 [redacted] at the direction of the Finance Director and had to wait for over 3 hours to find out that my vehicle couldn't be "located". I was then asked to return home with the 2014 [redacted] and the GM (Bryan M[redacted]) would contact me and if we couldn't come to an agreement about "making this deal right" that my 2010 [redacted] would be returned me and the deal would be "unwound"by the Finance Manager (Al R[redacted]). Mr. M[redacted] called me at 10AM on Sept. 16th and apologized (no sincerity, just the word "I apologize") and stated that the deal was a contractually binding agreement even though his Finance Director breached the contract by trying to collect the $1000 for the rebate from me and the dealership would "eat the $1000" as that was the contract. I understand the contractually agreement however, I will NEVER do any business with Koons or the Koons family of dealership again and neither will my associates, family and friends. This not how you treat your customers or fix an internal accounting error and it reflects on the leadership and how Koons conducts business.Desired Settlement: I would like an account of all of this in writing and for Koons to take a page out of their #1 in Customer Satisfaction book and stick to their "unwinding of this deal". Koons initiated the "unwinding of this deal" as was stated by their Finance Director and this was all initiated on their end and they wanted to breach the contract, but when when their strong arm tactic didn't work they fell back on questioning my integrity when this was completely unethical and irresponsible. Mr. M[redacted] stated that the contract is binding, but the right thing to do is undo this deal so we amicably both walk away and I will offer in writing a gag order to never speak of this situation if we agree to these terms.

Business

Response:

September 24, 2014Dear [redacted]:Prior to the actual settlement paperwork being completed, Koons and client had come to an agreement on figures which the client had signed off on which we call a worksheet.All numbers were clear and understood by both parties. When the contractual paperwork was being completed Koons erroneously gave the cleint an additional thousand dollar rebate which he did not qualify for. Koons then contacted the client in an attempt to correct the error, as all figures were agreed upon prior to settlement. Being that it was Koons who had made the error, after discussions with the client we made a decision to stand by what the client had signed and absorbed the $1000 mistake we had made.Sincerely, Brian MGeneral Manager

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that no matter what this is how Koons does business. Rather than drag this out further and waste more of anyone's time, what is done is done. I will choose to NEVER do business with Koon's and neither will my associates, family and friends. At this point in time, please consider this dispute resolved.

Regards,

Review: Koons has a 2012 Audi A4 AWD 2.0T Quattro Premium 4dr sedan VIN # [redacted] with a window sticker price of $17,284.00 (I have pictures and video of the window sticker and car) I offered to paid the price of $17,284.00 and they said "NO! The car's price is $32,000.00 not $17,284.00!"Desired Settlement: That’s Koons honor thier price on their window sticker of $17,480.00 and which I agreed to pay on the 2012 Audi and be charged with bait and switch, false advertising.

Business

Response:

Dear **. [redacted],

The company who puts our window stickers on our vehicles erroneously used the mileage as the price when printing the window sticker on the Audi. When **. [redacted] looked at the vehicles on our lot, our sales representative explained that the price displayed on this unit was incorrect and that the actual retail price was $32,000 . We never entered into any type of a purchase agreement on this vehicle at the incorrect price. We have offered to discount the Audi substantially, but the offer has not been accepted.

Controller

Review: I took my vehicle in to this service center for repairs on October 5, 2013. The repairs were related to my running over a cinder block from a truck whose load had come lose on the onramp to 495. The repairs required were about $400 worth of service work (mostly replacing the transmission fluid pan and transmission fluid) and $600 in body work (mostly related to repairs to the front bumper and underside. When I went to pick up the vehicle upon notification of completion, however, I discovered a dent in the car's body above the front passenger side wheel well. Koons did not notify me of this but tried to pass it off on me. Fortunately, I caught it and they agreed to repair it.

On October 18th, I was notified that this repair was complete. However, when I went to pick up the vehicle I again discovered additional damage, this time in the form of water condensation in the driver's side headlamp lens. The receptionist indicated that this was caused by a broken seal. The manager then appeared and walked out to the vehicle and said that it must have been related to the accident and that he'd call the insurer to see if they would pay for it. I told him that this was not related to the accident and that I would not have my insurance involved in it.

This is almost certainly not related to the accident and much more related to continued negligence on the part of the body shop for the following reasons: (1) photos taken at the accident scene show the vehicle without issue, (2) there was no indication of broken seal when the servicer or the adjuster estimated the repairs, (3) the accident did not involve any impact or behavior that would cause such damage. It is more likely that the body shop caused this because (1) they replaced the bumper, but due to cosmetic damage to its underside and (2) based on the vendor's track record of damaging the car and not taking responsibility for it.Desired Settlement: I obviously do not want this vendor to touch my car again. Instead, they should pay for repairs made by a more reliable vendor of my choosing (Revdex.com approved, multiple bids can be obtained at their expense). I also would like a letter from the General Manager taking responsibility and guaranteeing (for what that's worth) that s/he will counsel the body shop manager for his gross behavior.

Business

Response:

When **. [redacted] picked up his vehicle, we agreed to fix a dent that was previous damage as a goodwill gesture for customer satisfaction. Both our Service Manager and Body Shop manager agreed that the dent was not done while under our care, but because it wasn't noted at the time of write up, we did the repair at no charge. The second time he came to pick up the vehicle, there was condensation in the headlamp which appeared after a night of rain. The condensation will evaporate in sunshine within an hour, so it would not have been something that would have been seen at the time of the repair. It is possible that **. [redacted] could have broken the seal at the time of the accident, but it is also possible that the seal was worn out given the age of the vehicle. We did offer to contact his insurance company on his behalf to see if they would cover the cost of the repair, but **. [redacted] declined our offer. The seal is not relevant to the bumper repair, so could not have been compromised at that time.

We have already paid for a repair under goodwill that was not our responsibility. We are closing our file.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: the business did indeed create the dent that it denies and also damaged the seal to the headlamp. See attached photos from the accident scene and then at the dealership following dropoff (and note the absence of dent) and then compare with the photos taken immediately after the repair. Regarding the condensation, it was not observed before the repair; I do not know how they damaged the seal but do note that they replaced the front bumper and possibly damaged the seal at that time. The seals don't just go, especially on a three year old car in otherwise pristine condition (again: refer to the photos). It is proximate to the site of your repairs and considering your documented history on Revdex.com and elsewhere, it is much more likely that Koons is at fault even if there was no evidence (too bad there is that supports my argument; how bout you?)

Congratulations on closing your file! You should probably know that I have since contacted GM and advised it of both this incident and Koons' "F" rating by the Revdex.com. It didn't close the file and is in the process of taking action. So you might want to keep that file handy.

Regards,

Business

Response:

I am attaching a copy of the bulletin from GM which covers exterior lamp condensation. The repairs that we performed would not have impacted the situation you have described. I apologize for the misunderstanding.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: all the business has done is provided a pamphlet describing the phenomenon of condensation (which anyone with a grade school education would comprehend) without applying anything contained therein to my vehicle. Condensation can also be formed by damaged seals - as is the case in my vehicle. Moreover, condensation was not observed in the headlamp on my vehicle at any point during the previous two years that I owned the vehicle, strongly suggesting that the seals were intact prior to the visit to Koons. You'll also notice that the business dropped its previous unfounded assertion (read: lie) in which it claimed that another damage that it caused - the dent - was preexisting, after I provided photographic evidence to the contrary.

Regards,

Business

Response:

Can you please reopen the complaint? Although the dent was on the vehicle when we did the repair, it could have happened when it was towed in, but I see that it was not there at the time of the accident, so in the interest of customer satisfaction, would like to send the customer a check so he can have his headlight repaired even if it couldn't have happened during our repair.

Consumer

Response:

[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]

Review: [redacted]

I'm not rejecting the offer per se, but want to make sure that the business understands what has happened since there seems to be somelingering confusion. There are three principle complaints: the dent, the ruptured seal on the headlamp, and the failure to resolve the airbag failure warning. With regard to the dent, that damage occured while the vehicle was at Koons. How do we know this? Refer to the photos: the first one, which the business references, was taken on the highway at the accident scene. The dent is clearly absent, as admitted by the business. Then, in the second photo, we see the car sitting in the Koons parking lot (you can even see "Koons" on the building wall in the background). The dent is still absent. This photo depicts the car at Koons following its deposit there by the tow truck; hence it is clear that the tow did not cause the dent. So we can say from these two photos that the car did not have a dent on it prior to its arriving on Koons' property. These two photos eliminate any doubt that Koons caused the dent. HOWEVER, Koons fixed the dent so there's really no issue here. I think it was a little sleazy that the guy who brought the car up from the body shop to the service center didn't say anything about it and tried to pawn it off on an unsuspecting customer, but I'm not requesting any restitution since Koons accepted responsibiltiy and remedied the damage.

Issue number two is the ruptured seal on the headlamp, which is causing the condensation to appear. This is the principle reason that I filed the complaint with the Revdex.com. If the business is willing to send a check to cover the cost of repairing the seal, I will consider it an acceptable solution upon check clearance.

Issue number three is the multiple trips to Koons - under warranty and under recall - to clear the airbag failure message. This should have been fixed the first time (warranty), and definitely the second time (recall). It should certainly not still be an issue today. However, GM has indicated that it will address this at the corporate level and, in the meantime, has arranged for one of its other dealers to do so. If Koons is willing to cover the cost of repairing this defect similar to its proposal concerning the headlamp, I will withdraw this complaint and notify GM that the dealership has remedied the damage.

Regards,

Review: I Bought a used car thatt had 39,102 miles when I bought it january 9th, 2014 I traveled north till arrived to newyork, newyork where I apparently had a clutch problem keep in mind it hasnt been 30 days yet since the car stopped workin january 28. 2014 when car arrived at repair shop and they diagnosed the issue which took 3 days as well as stayed an extra 3 night after that in time square hotel that I payed for

when I recieved the bill which is 2102 dollars I had no way in payin for it specially car bein prime form of income imnoty able to work and keep up with buillls without car ive been tryn to get in contact the the dealership the whole time in neww york and they pretty much kept giving me the run around now im here on the verge of having to take a break from school as well as being evicted because of lack of income again my car is 85% used for incomeDesired Settlement: I hope dealership can pay for clutch repairs so I can get my vehical back or at least put it towards my monthly car note that I will b able to pay off once I get car back

Business

Response:

I have spoken with the service and used vehicle managers, and it is our position that the clutch did not have any problems when it went though our inspection process. The information we have is that the clutch was damaged by improper use after delivery to the client. We are not going to participate in the repair.

Review: This is the essence of a letter I sent to the service department of Koons Tysons [redacted]:

I am seeking compensation for a poorly executed repair at your dealership that disabled my vehicle and cost me an additional $458.50 to rectify.

On April 16, I brought my 1998 [redacted] to Koons Tysons [redacted] for an oil change and to investigate a check-engine light. The truck had been running perfectly. After your servicing, I was left with a vehicle that could not be driven and an $828.86 bill for Koons’ service.

Here are the details. After checking codes for the check-engine light, it was determined that the throttle position sensor was failing. I authorized its replacement. (The oil/filter change was done, and a power-steering pressure line was found to be leaky and was replaced.)

When Koons’ work was done, the truck would not accelerate as I drove away. When the gas pedal was pressed, the engine bogged down, as if it was starved for gas. (The behavior was just what the service advisor said would occur if the TPS had failed.) I brought it directly back to your service department.

After keeping the [redacted] over the weekend, my service advisor reported that one of the truck’s four cylinders had lost compression (70 psi compared to a normal 125-130 psi in the others). My only recourse, he said, was to replace the engine, which he said would cost about $5,000.

I was astonished that a truck that had been running perfectly well—no lack of power, no tailpipe smoke, no oil consumption—could change so precipitously after your service.

I called two mechanics I know, and they were as shocked as I was. I had the [redacted] towed from your dealership to another shop.

That shop tested the compression and found all cylinders to be in spec. Upon examining the TPS, they found that it had been improperly wired.

The [redacted] now runs fine, just as it did when I brought it to Koons.

I am enclosing copies of my invoices for the work performed at Koons and for the corrective work performed at Kim’s.

As compensation, I am asking for $726.94. This figure includes the labor performed on the TPS installation (minus the senior discount), a share of the shop fee with appropriate tax, and the charge I incurred from [redacted], including the charge for towing the truck from your dealership.

Considering that I am not asking for compensation for the amount of time devoted to this matter, I trust you’ll consider the above figure to be more than fair.Desired Settlement: As stated in my letter to Koons, I'd like payment of $726.94, covering the cost of correcting their faulty repair and including a refund of the Koons labor charge for the faulty repair.

Business

Response:

We refunded [redacted]'s money as soon as we heard about his complaint. (May 19th)

Consumer

Response:

[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.]

I am happy to say that the firm in question responded immediately to my letter and refunded the sum requested. Thank you for your attention to the matter.

Regards,

Review: I purchased a 2008 Yukon Denali XL from Koon's Tyson Corner on 17 May 2013. I was looking to purchase a Suburban LTZ, but there wasn't one available on the lot. The sales person, [redacted]) showed me a 2008 Toyota Sequoia, I told him I wasn't interested, he showed me a couple other vehicles, I asked about the 2008 Yukon and was told it was sold, a customer was making a deposit the next morning. [redacted] then spoke with the used car sales manager, I looked at the vehicle and purchased it trading in a 2011 Hyundai Sonata Limited, and giving them a $2,500 down payment. Koon's offers a 7 day exchange policy if the customer isn't satisfied. I drove the Yukon the weekend, I received a single key, no remotes or headphones for the DVD system. I was told to come back on Monday and they would supply the remotes, but due to it being a used vehicle they didn't have the headphones. This was a 30K purchase. I took the truck back on Monday, spoke with [redacted] and told him I wasn't satisfied and wanted to utilize the 7 day exchange program and wanted to see if the Toyota Sequoia was still available. I was told, "it was sold online at an auction that morning". However this car was still sitting on the used car lot. I expressed to him I wanted to find something comparable to the Yukon, I felt as though I was given the run around, [redacted] expressed he wasn't sure about the 7 day exchange policy and that the used car manager had 4 other individuals in line waiting to speak with him. I left and told him I would be back prior to that 7 days expiring. After making a few phones calls, between [redacted], myself and my spouse, we settled on a 2010 Chevy Traverse LTZ. [redacted] then stated that the used car manager wasn't in on Monday so which was it? I submitted an email online at Koon's site, stating my concerns as well as I left a message with the used car manager. I didn't test drive this car nor did I check to see if all the electronics worked. I waited resigned all the necessary financial paperwork. [redacted] was more than accommodating with getting the headphones for the DVD system, I received 3 keys and 2 remotes. However, I did not receive the navigation DVD to use the navigation nor did I receive an owner's manual. [redacted] did ensure me he would get those items to me. I drive the vehicle, attempt to use the DVD system and it's not working. I've spent $27K on a SUV, that I can't use the navigation or the DVD system. That was the sole purpose of purchasing this vehicle. I traded in a used 2011 with all the electronics working, two working key fobs and in return I get a car that isn't working. I'm highly frustrated and disgusted with the vehicle purchase and with this dealership. In filing this compliant my hope is that no other consumer has to experience the lack luster customer service that I've experienced. At this point, I gave up a perfectly good used car in my Sonata for a SUV that I can't use all the things that were advertised in this SUV. It's poor that a dealership of this magnitude would advertise and sale a car that isn't 100% even if it is used.Desired Settlement: I would like to have a vehicle that works according to the advertisement that Koon's solicited. It stated that the DVD and Navigation worked. As I stated the car that I traded it worked and I gave them $2,500.

Business

Response:

See attachment or check attachment tab.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I did not speak with the used car manager at any point and time. The salesperson called me on last week to do a "follow up" which at the time I stated I was still having issues with the DVD player and as of 17 June, the check engine light came on. My issues have not been resolved.

Regards,

Review: Koon's GMC accepted my vehicle for service on August 23, 2013. I advised the service agent ([redacted]) that I my engine light was on. **. [redacted] advised me that he was the Hummer guru and would take care of me. Hours later **. [redacted] advised me; and showed me a work order, itemizing issues found with my vehicle. Many of the issue, I knew; and he advised me, that were not the cause of the engine light, but he suggested that I have them fixed. **. [redacted] explained that the main issue was the leak in the power steering hose, a sensor misfire, and oxygen intake system. Koon's repaired the described issues ($2,451.45) on August 26. When I got in my vehicle to drive off, I found that the engine light was still on. I advised **. [redacted], and he had the mechanic take the vehicle away. Minutes later it was brought back and the light was now off. Two days later the engine light again came on. I brought the vehicle back Sept. 16, where **. [redacted] and the mechanic ([redacted]) advised me that they did not perform the correct tests the first time, and missed looking at the cylinder head, head gasket, and intake gasket and valve cover gasket, and that I now needed those replaced as well ($3,526.00). My complaint is that Koon's fixed the small ite** that I could have gone without replacing knowing I would have to come back to replace the major issues which would cost $3,526.00. This is a very common practice among dealers providing services to females who may not know what to ask or what may need replaced in their vehicle. I choose dealerships because they know more about my vehicle than the average "mom and pop" repair station. These are professionals that I trust to provide a honest service. Koon's took advantage of me, and no telling how many other customers. Please pull my service records with them- I use their service quite often... I'm a dedicated customer. I will be pursuing in civil court as well.Desired Settlement: Either repair the major issues I originally came in the dealership for at no extra cost; or refund the amount I paid for the minor unnecessary repairs conducted through dishonest practices.

Business

Response:

Our General Manager, [redacted], has spoken to **. [redacted] and we have made arrangements to repair her vehicle. The amount of money that she paid for the original repairs will be applied towards the second repair. Although the repairs were warranted, we felt that in the interest of customer satisfaction, this is a reasonable solution. It was not possible for us to forsee a cylinder head failure prior to the initial repairs, but understand the financial burden of the consequences. **. [redacted] agreed to this solution and we are going to get her vehicle into our shop asap.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I received my vehicle today, October 19th, and I am satisfied with the repairs.

Regards,

Review: After brokering an internet deal and finalizing via telephone, on June 10 I went to the dealership to purchase a 2013 Buick Encore from salesperson [redacted]. Immediately he rescinded a $500 GMC certificate because my non-GMC car was older than the 1999 threshold. He ultimately returned the credit. I signed paperwork including financing, bill of sale, etc. with the promise that the vehicle would be delivered on June 11 to my home - after it arrived from another dealership. After several phone calls of delay on June 11, [redacted] finally told me the vehicle was sold (after I'd legally bought it and changed my insurance to cover the car). [redacted]'s manager, [redacted] became involved, initially offering to build me a car (which would take 8 weeks before delivery) or to give him and [redacted] 24 hours to find another Encore for me. To date, they have not returned my calls, nor have they initiated any communication with me. In effect, I bought a car they didn't own for a price they couldn't give in another model. Classic, stereotypical bait and switch.Desired Settlement: I would like to be absolved of any legal responsibility of this car, preferably with a certified letter from Koons.

Business

Response:

See attachment or check attachment tab.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I am not concerned or worried about the legal obligations of a car I do not own. My complaint is that the company engaged in an unscrupulous practice: bait and switch.

1. When I arrived the purchase price was increased. 2. I was sold an expensive, extended maintenance package. 3. I was sold a vehicle that the dealership could not provide - and subsequently failed to find a comparable vehicle at the promised price.

Regards,

Business

Response:

[redacted] <[redacted]>

I have received your recent letter where **. [redacted] has rejected our response. I thought I had addressed her concerns in the original complaint. She states that we are engaged in an unscrupulous practice of bait and switch. We would have loved to have found the vehicle that mirrored the vehicle she had wanted to purchase, but were unable. I am not certain how I can address her concerns at this point, so my original answer will have to stand. If I can be of further assistance, please feel free to call me on ###-###-####.

Thanks for your time and attention in this matter.

Sincerely,

[redacted], Controller

Koons of Tysons Corner, Inc.

Review: I purchased my vehicle with a $1700 3 year warranty. Soon after I drive off the lot after purchase I find a used DVD in Thr vehicle stuck in the radio. They someone missed that when they did a certified vehicle inspection. Then a few weeks after I take it in because of rattling and the engine mount is cracked they refuse to change that as part of the warranty they have given me but I said I would just return the car then because I was still under the term agreement to bring it back. They charge me$100 the vehicle one fee and fix my vehicle after I treated to return it. I take it in recently because my headlights and inner door power locks sed working. They tell me it's $4097. And the warranty people went out and refused my claim because of a DVD player I had installed. The wanted to chatgeme $2000 of labor 15 hours and $2000 for 2 wiring harness. Not to mention they told me my diagnostic was $125 on the phone when I get there I have $18 of "shop supplies" for a diagnostic? My brother a certified mechanic fixed the $4000 issue in 15 minutes for less than $7.Desired Settlement: I don't think I should have to pay the $18 for shop supplies for the $144 diagnostic fee. Especially since their is nothing telling me what they used. They changed their price from when they spoke to me on the phone to when I picked up the pact. And they should have to change the buisness practice to inform the customer of the issues with their vehicles. They where trying to scam me today $4000 for an issue that cost a certified mechanic $7 and 15 minutes to fix.

Business

Response:

See attachment or check attachment tab.

Review: Statement I wrote to kia and koon corporate

I'm writing you to inform you of two events that affected our (my wife and myself) experience in your establishment. On the first experience we were involved in negotiations with one of your employees Jimmy. We came in and spoke with Jimmy about what price we wanted to pay for a particular vehicle (2014 [redacted] blue soul exclaim) they told us no a few times and offered a price of around 20800. We told them we couldn't pay more than 20 for this vehicle. After awhile, Jimmy went and came back with a price of around 19500, circled it, and stated this was the final price from the sales manager. I told him that I was putting 3000 down and he said ok and left. I had a question about some finance paperwork and went to speak with the sales manager Alan. He told me what the paperwork was and showed me what the price of the vehicle was after my 3000 dollar down payment. They put the price back up to around 20800. In extreme disappointment my wife and I left. We kept in contact with Jimmy and felt that maybe the last experience was a fluke, so we came back on Monday August 25th to look at a 2015 kia soul plus. We took the vehicle for a test drive and on the test drive, we asked about a feature we liked with the last vehicle. It was a feature where when the driver is involved in a collision the vehicle alerts emergency services to your location. We asked Jimmy if this vehicle had this feature and he stated yes. The existence of this feature is what led me to purchase this vehicle. The safety of my family is very important and I knew that with this feature if an incident occurred they would be in good hands. The problem is this feature is not available on this vehicle, it is only available where UVO was installed on a vehicle, which was not explained to us until after we purchased the vehicle. We discovered this around 2 days after looking through the owners manual. We alerted Jimmy to this fact via email and on Thursday the 28th of August he contacted us via telephone and stated he was going to arrange for us to switch vehicles. I called back to ask if I could get a link to the vehicle he mentioned and he stated to me that there was nothing he could do even though he mentioned that we could switch vehicles. I hung up and called the sales manager Alan and he stated that there's nothing they could do due to the fact that it was longer than 24 hours. I asked Alan if this feature could be installed on the vehicle and he told me to bring the vehicle in to be looked at. When I came in the next day next Alan informed me there's nothing they could do at this point and to get the feature myself from best buy. I feel I was stonewalled at every step of this last experience for a feature that was stated to be on this vehicle and a feature that I feel that I've already paid for.

I've come to a conclusion that the sales team is either grossly uninformed or uses deceptive practices to convince patrons to purchase their vehicles. I personally will not be coming back to purchase another vehicle or have my vehicle serviced at your location, but my hope is that by informing you of this that further damage can be prevented with future patrons and your establishments reputation.

Thank you for your timeDesired Settlement: I would like the feature that I was told I was paying for

Business

Response:

I don't believe this complaint is for Koons of Tysons Corner. I do not see this client in our database. Perhaps it belongs to Koons [redacted] in [redacted]?

Review: I bought a new Jeep from Koons in July and had a pleasant experience with sales. However at only 2,000 miles, the engine light turned on. So, I called up and booked an advanced appointment with Koons service to take the car in for diagnostics. I arrived around 3:40 p.m. and waited around for about 2 ½ hours with one other person in the waiting room. Finally, I got up and went to check on the status on my car. They told me, after waiting three hours, that they will need to work on my car the next day to complete a 2-3 hour job and change out the oil pressure switch. They said I could leave the car that night and that they would drive me to the metro when the shuttle comes back. I asked about a rental car and inquired if it would be covered under my MOPAR Vehicle Protection Plan and they said no. So, the shuttle arrived around 6:40 p.m., and I informed the guy I would be calling around 5 p.m. the following day for another ride. He said okay and that night I got home at 9 p.m. via Metro.

The next day, I called to check on my car and was hung up on about 2-3 times. Finally, someone told me that my car was finished, but [redacted] still needed to finish up the paperwork on it, but I could head that way. I said “okay.” An hour later, I arrived at the Metro at 5:20 p.m. and telephoned the cashier about the shuttle. The cashier informed me vaguely that the shuttle was enroute, but would not offer any specifics such as heading to or from the dealership. Twenty minutes later I am still waiting, knowing the dealership was only about 2-3 miles away. During this time, I see all of the other dealership shuttles come and go more than once. Forty minutes later, after the shuttle failed to meet its own scheduled pick-up time of 5:40 p.m., I called the cashier back.

Now agitated, because I have been standing at the Metro waiting all this time, I asked about the shuttle again. The cashier says the shuttle has not been back to the dealership yet, and it is about two minutes away. Hmm, how did she know that if she couldn’t tell me earlier what the shuttle was doing?? So, I requested that she made sure my paperwork would be ready to go, because at this point all I want to do is get home to walk my dog. She said okay and sorry. About ten minutes later, the cashier called me back to tell me the shuttle was on its way.

Overall, I waited one hour to be picked up and another customer waited two hours. Unbelievable! The ride lasted for about 15 minutes during rush hour and during that time the shuttle employee informed us that it was not his fault for being so late and that the shuttle was sent out to [redacted] VA to pick up one angry customer (sent 19 miles during rush hour traffic)! So now they had three angry customers. When I got to the dealership, my paperwork was not ready, and I was told it would be emailed to me. Horrible service!Desired Settlement: Complimentary Service and Change of Company Habits!

Business

Response:

Our General Manager, [redacted], has reached out to the customer and resolved the complaint. We apologized for the inconvenience, and offered a store credit toward future service. We have also met with customer service staff to correct the situation for future clients.