Koons Tysons Chrysler, Dodge, Jeep, Ram

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 Complaint: [redacted]
I am rejecting this response because:
This issue has been reported since the day I purchased the new vehicle and four months later it is still unresolved. I also overpaid for a feature that I do not have. 
I was contacted two days ago by the general manager, James M[redacted] who advised someone from Chrysler would be in touch very soon. I have yet to be contacted.
Regards,
[redacted]

This was purely a mixup.  Another client came in the night before, test drove the vehicle, and left a deposit.  The car was parked out front, so the salesperson assumed it was still available for sale.  We are in the business of selling cars and would have no reason to not sell a...

vehicle to somebody.  The manager did apologize for the inconvenience, but we didn't have another vehicle like that in stock

I got to the dealership around 19:43 on a Labor's day. I wanted to buy a car for my sister and already had stock number that we were looking. we call dealership and answering service told us they were working till 21:00. So, we got there hoping to buy a car and met with sales guy closing sales deal.
I went inside and spoke with Tom A[redacted] who was acting sales manager and explained to him why we were there. Mr. A[redacted] didn't seem to be interested in selling anything to us , in fact he yelled around hall to see if there was anybody interested to help. Everybody was standing around chating while we stood inside and outside dealership for one hour. We left around 20:50 and was very disappointed with the way they treated us. I thought a manager should step in to the game and start to help us while sales guy is getting done instead of sitting and ignoring us.

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 Complaint: [redacted]
I am rejecting this response because: This is what the dealership said they'd do when my husband met with the female sales manager on August 14. Today is Sept 4, 2015, and nothing has been received. Rectifying unprofessional/offensive comments made to my husband and me should have been the dealership's top priority when it was brought the sales manager's attention the first time (on August 14). A letter should have been written and mailed the same day. Now, practically an entire month as gone by and no letter has yet come; I believe the dealership hoped that this issue would have been forgotten by us.  Should we not receive this supposed letter within a timely fashion or we feel the contents of the letter are unsatisfactory, we will be implementing other courses of action. It is clear, this dealership is complacent, lacks of professionalism and customer service to their clients. 
Regards,
[redacted]

September 2, 2015Dear [redacted],
It has come to my attention that there was an unfortunate incident where a statement was made that you took offense to. We regret this incident and will do everything that we can to try to make you happy in the future.I have put a note in your...

Service record that you can receive a complimentary full detail during your next visit. I would suggest that you Schedule it at the time of your service so that our detail department will be able to finish your vehicle in a timely fashion.Sincerely,Kerry H
Controller

We are going to reimburse [redacted] for the repairs he is requesting.  We are currently working with him, but not all issues are resolved. We are committed to his satisfaction.

We are working with [redacted] on the vehicle repairs.  Her vehicle would not qualify under the lemon law because it has to be in the shop repeatedly (at least 3 times) for the same issue which has not been the case.  Additionally, the manufacturer warranties the vehicle and not the...

dealership, so she would have to reach out to Chrysler Corporation.  The repairs to her vehicle have been completed

We have sealed the areas where the leaks occurred and detailed the cars so all issues should be resolved

We have addressed all of [redacted]'s concerns.  I am attaching a copy of email exchange with our manager.

[redacted],
I apologize for the delay in responding, but I wanted to find the paper file. The inquiry that shows on your credit report was generated by an online credit application submitted by you and David in May, 2014.  If you would like to reach out directly to me, I can send...

copies of the emails between our sales rep along with a copy of the online application.  We cannot run a clients credit without certain necessary information that we don't have from a vehicle inquiry.  Feel free to call me on ###-###-####, [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]

After [redacted] purchased his vehicle, we realized that his Jeep had been previously delivered (but the sale was not concluded).  Although we are not required to make that disclosure, we believe that our customers should be told.  When [redacted] was unhappy with the form and the hitch,...

we offered to unwind the sale.  We gave him his money back and have unwound the transaction with the bank.  We would not disclose the information on our previous customer as he requested due to safeguarding regulations, so any "financial and warranty incentives" were no longer an option. We do apologize for any inconvenience this may have caused.

Being a jeep dealership one would expect professional and reliable service. I took my jeep in for an oil change three months ago. The owners manual recommends changing the oil every 8,ooo miles or every six months. I change it every 5,000 (less than 6 months). So, the other day my change oil light came on. I checked the dipstick. It was completely empty. There is nothing wrong with my jeep. No leaks, nothing, which leads me to believe that they didn't fill my car to the level required. I've called several times and left messages for the service manager but they are not calling me back. Horrible customer service.

Review: Made arrangements on Wed 8/13/14 to view and possibly purchase 2013 [redacted] stock# [redacted]. Had to come all the from [redacted] 50miles through I495 traffic, as they wouldn't ship caar to a local Koons. My 88yo father came as well. Spoke to sales person Andy P[redacted] who said car was available. Made plan to actually see car on 8/14 and contacted Mr P[redacted] to make sure all was in order before leaving [redacted] at 10am. Mr P[redacted] gave me the assurance to make the long trip to view car. Agreed to trade in 2009 [redacted] which I currently own in addition to putting down $5000-6000 as well.Was test driving car and another sales person came running out into our path screaming that the care was already sold. No credit check or trade in accessment was done to my knowledge at this point. I finished the ride and returned to the sales room. After the sales persons spoke privately, Mr P[redacted] came back and reported that the car was sold the night before. The keys should not have been available, the car should have been out of the Koons system as available, and the advertisement in [redacted].com should have been down and they conceded a mistake. I spoke to a sales manager and the general manger and voiced my distress in having to get money, paperwork, and spending my (and my 88yo fathers time) and gas driving for nothing due to their terrible mishandling of this sale. Not to mention the disappointment of not being able to purchase the car I had so hoped for.The car is still for sale online, and through the online chat Ive been able to determine that the car is actually still available. So, the dealership all conspired in fraud to con and deceive me into believing the car was actually sold when it really was not. I have no idea why they wouldn't sell me the vehicle. Its completely disgraceful to discriminate who they will do business with and who they will not, and choose to inconvenience terrible and con. No wonder used care dealers have such a horrible reputation.Desired Settlement: I would like action taken as you see fit to this fraudulent business.I would like to know the determination of why this business chose not to deal with me and I wonder how often this actually occurs, it was a tremendous acting job which involved at least 4 people in the dealership working in tandem to con me.I can be contacted by email or phone. Thank you for your assistance with looking into this shady business.

Business

Response:

This was purely a mixup. Another client came in the night before, test drove the vehicle, and left a deposit. The car was parked out front, so the salesperson assumed it was still available for sale. We are in the business of selling cars and would have no reason to not sell a vehicle to somebody. The manager did apologize for the inconvenience, but we didn't have another vehicle like that in stock

Review: my 2006 white [redacted] has been serviced by this dealership for many many problems over the years. It has become unbelievably, just too expensive to hold onto. So the last time it came out of their service I decided to sell it. A few days later, it basically stopped running. I brought it in, it was in, getting misdiagnosed and then diagnosed and repaired again, only to find out after a week, that the >1k problem was that it needed an oil pump driveshaft. After chasing down answers from various people making various phone calls, I was told the part was not coming in for 4-5 weeks. I left a message for the Service Director Lyn W[redacted], no response, found the General Manager James M[redacted] and spoke to him. He sounded apologetic. He made an offer to buy my [redacted] at my suggestion and offered $9k when its worth $14k. I told him I could not afford to take even more losses and would settle for compensation in the form of the cost of a rental car for the entire time it has been at Koons. He said he's work on it and get back to me. He has completely blown me off since then, in spite of numerous phone calls and emails. As I wait to sell this car and my life is on hold. In the meantime, I found out I need a biopsy on my breast. So, I am at a loss.Desired Settlement: Compensation for lost use of vehicle until it is returned to me in perfect running conditions OR purchase immediately of the vehicle by the dealership at its third-party value, AS-IS

Business

Response:

I understand the inconvenience the parts situation with the factory is creating, but we are doing our best to try to get the parts needed for the repairs expedited. We are offering our services at a considerable discount, which is all we have control over.

Being a jeep dealership one would expect professional and reliable service. I took my jeep in for an oil change three months ago. The owners manual recommends changing the oil every 8,ooo miles or every six months. I change it every 5,000 (less than 6 months). So, the other day my change oil light came on. I checked the dipstick. It was completely empty. There is nothing wrong with my jeep. No leaks, nothing, which leads me to believe that they didn't fill my car to the level required. I've called several times and left messages for the service manager but they are not calling me back. Horrible customer service.

Review: I purchased this vehicle in June 2013, along with a 5 year, 60k mile extended warranty on the vehicle. The following is a list of malfunctions I have had on the vehicle in the 6 months since I have owned it:

• The heater does not blow hot air on the driver's side of the vehicle, to include defrost. I was not aware of this when I purchased the vehicle, as it was in the summer and I did not use the heat.

o The warranty contract states the following is covered:

“AIR CONDITIONING: Factory or Manufacturer-authorized air conditioning installations only. Air Conditioning Compressor; Clutch,Coil; Condenser; Front Evaporator; Rear Evaporator; Receiver-Drier; Expansion Valve; Hoses and Lines; Low Pressure Cut-off, Switch; High Pressure Cut-off Switch; Clutch Cycling Switch; Front Instrument Panel Control Assembly; Rear Instrument Panel,Control Assembly; Power Module; Air Conditioning/Heater Blower Motor; Seals and Gaskets for the listed components only.”

• The warranty company is stating that is seems to be a piece in the dash that allows the heat to flow from the vents and would not be a covered item. My local [redacted] dealership states this piece would use a lot of labor and cost approximately $1000 to repair.

• I believe a reasonably prudent person, when purchasing the warranty, would assume items of this nature would be covered under the above components description. This is not normal “wear and tear” on a vehicle.

• The emergency brake broke with a normal pull to engage the brake

o The warranty contract states the following is covered:

BRAKES: Master Cylinder; Assist Booster; Wheel Cylinders; Disc Brake Calipers and Pistons; Brake Lines, Hoses, Fittings;Proportioning Valve; Seals and Gaskets for listed components only. NOTE: BRAKE SHOES, PADS, ROTORS, DRUMS AND ANTI-LOCK BRAKE COMPONENTS (I.E. HYDRAULIC ASSEMBLY; ACCUMULATOR, BOOSTER) ARE NOT COVERED AT ANY TIME.

• The warranty company is stating this is also not something that would be covered under warranty. My local [redacted] dealership states this repair will cost approximately $250 to repair.

• I believe a reasonably prudent person, when purchasing the warranty, would assume items of this nature would be covered under the above components description. This is not normal “wear and tear” on a vehicle.

• The factory hard-top roof that was on the vehicle at the time of purchase leaks

o The warranty company states this is never covered under warranty

o There is no way that this top was fine when we purchased the vehicle and suddenly started leaking. The roof leaks bad enough to leave a puddle of water on the dash of the [redacted] and has damaged the factory CD player and speaker. As a first-time [redacted] owner, I was told by the salesman that this [redacted] was built to handle a little water. Please note – the only water in this vehicle is the water that leaked through the malfunctioning hard-top that they sold me on the vehicle.

o Local dealership states they have an outside vendor that can repair roof leaks for $300.

• Check engine light comes on randomly

o This may be covered under warranty, depending on the outcome of a diagnostic test that costs $105. I understand most warranties work this way, but due to the above issues, I am very concerned the company will try to claim this is not due to a malfunction of a covered part. I was told by the warranty company that the repairs must be completed at a [redacted] delearship.

I believe Koon’s was well aware of the issues on the [redacted] and sold me the [redacted] without releasing this information to me. I was also under the impression that I had a “high-end” warranty that would cover any major defects with the vehicle, based on my conversation with the finance manager and the pamphlet handed to me at the time of purchase. I understand this is a used vehicle, but believe Koon’s should repair this [redacted] and bring it up to the quality of the [redacted] that they implied I was getting when I purchased it.

The [redacted] is not safe to drive in its current condition. The lack of an emergency brake and non-working defrost are completely unacceptable. I question the validity of the state inspection given to me when purchasing the vehicle stating the defrost was in working order.Desired Settlement: I would like Koon's [redacted] to repair the vehicle to the normal driving standards at no charge.

Consumer

Response:

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

From: [redacted] <[redacted]>

Date: Fri, Feb 14, 2014 at 11:34 AM

Subject: Complaint [redacted]

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

Good morning.

I have received a response from the dealership in reference to my complaint listed above. The situation has not been resolved at this time, but they state they are working on it.

Review: I purchased a 2011 [redacted] from them on March 1, 2014. I had to take the truck in to a [redacted] dealership in [redacted] the next week because they did not balance the tires correctly and it was causing a bad vibration on the truck. I called Koon's and faxed them the bill for the work which they said they would pay. They told me the would overnight me a check to refund my expense. This never happen. I had to call them back at least 5 times to find out where the check was. I was told it was coming and would arrive by Tuesday of the following week. This also never happen. I then had to call them again to find out that the check had never been written. They were finally able to do what they said and I got the check 2 weeks after I had the work done.

Along with this problem they are suppose to be mailing me floor mats for my truck and an antenna piece. This was promised on March 1st when I bought the truck by the sales rep and I have still not received anything. They never once called me to inform me of what was going I had to call them several times again to find out why I have not yet received my parts. On March 21, 2014 I talked to the sales rep [redacted] who said the parts where in and they would be mailed out on that day. He said I will call you back with a tracking number. Yet again this never happen. On Tuesday March 25 I called back again to find out what was going on. He told me I think it got mailed let me check and I will call you back. He never did. Five hours later I called and he acted like he could not here me on the phone and keep asking am I there. I called right back and got his voice mail. Today March 26 I called and talked to a sales manger [redacted] and told him what was going on. [redacted] was the same person who said he would mail me the check the first time also. He said he would check on it and get it taken care of and call me right back with the info. After 3 hours had past I once again had to call them back and keep getting his voice mail.

They will not contact me unless I call them and they don't follow through on their word.Desired Settlement: I just want my parts so I can be done with Koon's.

Business

Response:

We have addressed all of [redacted]'s concerns. I am attaching a copy of email exchange with our manager.

Review: I brought my 2001 convertible [redacted] to Koons to have the hydraulic tank re-filled with fluid as this is what I suspected was making the convertible top inoperable (low hydraulic fluid). The service manager gave me a verbal estimate of $60 to $100 to access the tank, which required some labor, and fill it with fluid. He then proceeded to say if it was not low fluid that was making the top inoperable then there would be a $385 diagnostic to see what was wrong. I specifically said no, I just wanted the tank filled with fluid and that I wasnt interested in paying over $1000 to fix the top (my intention when stating the figure was including the $385 diagnostic). However, despite making myself clear several times that the work I wanted done was only to refill the hydraulic tank, the service manager placed the diagnostic on the work order, which I signed. However, it was listed in such a way that it was not clear that it was actually what was going to be performed. There was no total line item for a final estimate, other work I had requested on the order (replacing a brake light) had no estimate. I therefore assumed that this was only for informational purposes, in the event the top was still inoperable after filling the tank. I felt I had made it abundantly clear that I only wanted the tank refilled, so I did not have as much concern as maybe I should. The service department called me the next day and left a voicemail to tell me that there was a leak in the pump and lines and that it would be around $2000 to fix the top, that they could fill the pump, but all the fluid would leak out in five days. I called back and left a message, I stated that I just wanted the pump filled with hydraulic fluid. I assumed that if there was a leak, the top would be operable again for a short period of time until the fluid leaked out. Frankly, I was dubious that the fluid would leak out that quickly and I wanted to see for myself how long the top would remain operable after refilling the tank. When I arrived to pick up the car, the top was in the closed position (I had dropped the car off with the top down). I assumed that the tank had been filled and the top was at least temporarily operable again. When I was given the bill, I saw that I was CHARGED $385 FOR THE DIAGNOSTIC. I said I refused to pay for that work and demanded to talk to the service manager. The service manager informed me that basically when we were discussing the diagnostic (which he brought up in the first place) and I stated I did not want to spend $1000 on major repairs that I was essentially agreeing to the diagnostic, WHICH WAS NOT THE CASE. He knew full well I was clear from the get go I only wanted the hydraulic fluid refilled and did not want a $385 diagnostic done. He then pointed out that the diagnostic was put on the work order and that "I had signed it. Have a good day, sir." This was a deliberate act to conduct unnecessary work and he was well aware as to what he had done. He also made the statement that the labor involved in accessing and filling the tank costs "just as much as the diagnostic" which was a DIRECT CONTRADICTION of the $60 - $100 estimate he quoted me when I initially requested to have the tank filled. I was livid but it was clear at the time I had no choice but to pay the bill. Upon leaving the dealership, I attempted to open and close the convertible top, the top opened slowly, and when I tried to reclose the top, nothing happened. It was in the exact same condition it was when I brought it back. Assuming they had refilled the tank as I requested repeatedly, and there was a leak, the top should have been operable at least temporarily. I have no evidence that any work was done at all on the car. I was very upset and returned to the dealer and confronted the sales manager as he was walking out of the office, I pointed out the top was still inoperable, I was very upset, that he had contradicted himself by telling me that it would only cost $60 - $100 to fill the tank initially, and that his company had essentially stolen $385 from me. He told me "I dont have to listen to this, talk the general manager." The general manager heard the confrontation and walked out to talk with me. I explained the situaution and he told me the top would be completely inoperable until I did the major repair, did not offer any reimbursement and only told me that "he was brought on from another dealership to make things run better here," which clearly indicates to me that they have been having customer service and disreputable business practice problems in the past." What it boils down to is I have no evidence that any work was done on my car, I had unauthorized work done.Desired Settlement: I would like the dealership to refund the $385 as I did not authorize this work to be done, furthermore, I have no evidence that any work was done at all on the car.

Business

Response:

We have refunded the money

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.

Regards,

Review: I purchased a new 2014 Jeep [redacted] on April 23, 2014 from Koons Jeep. One of the options I wanted on my new Jeep was a [redacted] feature in which Jeep labels it 'Connectivity Group/Package." This "connectivity group" allows for hands-free cell phone and the streaming of music via [redacted]. This feature is important to me and something I wanted in a new vehicle. I purchased a Jeep that was labeled as having the "connectivity group" on the website, the new vehicle sticker, and the invoice given to me. The charge for this feature is listed at $500.00.

Upon my drive home after purchasing the Jeep, I noticed that it was missing the buttons to make a hands-free phone call. I called the dealer to notify them of the issue and sent photos of the radio, steering wheel and VIN. I was told I needed to bring the Jeep back to the dealer to have it inspected. I did this and was notified by the service manager that the Jeep I purchased was not wired and did not have the correct radio and steering wheel for the "connectivity package." I have also noticed that the radio has not been correctly re-installed in the Jeep as it sticks out further then supposed to.

I was also told I would be contacted by a manager to solver this issue. After many voicemails and emails I have still not been offered a solution to this problem that is satisfactory. The hands free feature is a very important and legally necessary feature that I paid for and that is on the sticker/contract of the Jeep I purchased. As of now, Koons offered me a 5 year, 60,000 mile warranty to fix this solution.

I have contacted Chrysler directly and have been working with a customer service agent in an attempt to fix this issue. The service agent has been very nice and helpful but he is not getting any cooperation from Koons. He has advised that his calls and emails are going unanswered and being told someone will be contacting me, but they never do.

There are a few issues here:

1. I purchased and am paying for a vehicle that is listed as having features that I want and that are legally complaint in the state I reside. These features are not in the vehicle.

2. I cannot believe how bad the customer service at Koons Jeep has been in attempting to fix this problem. Not only in dealing with me, but in dealing with the Chrysler customer service agent.Desired Settlement: My desired outcome would be the following:

1. To make the Jeep have the connectivity group and all the features that accompany that group as the sticker lists and that I paid for.

2. Provide me with a new vehicle that has this feature (if adding the feature is not possible)

3. Provide the lifetime Chrysler warranty of current Jeep (million mile warranty).

Business

Response:

July 23, 2014The Revdex.comWe agree that this is a serious problem and have been working with Chrysler Corporation for resolution, but it is not moving at an acceptable pace. Our Chrysler rep is going to reach out to Paris and explain what is going on, so for now, we need to put this complaint on hold for future resolution. This vehicle was mis-built by Chrysler and is not something that we can repair. Our General Manager, James M[redacted] is working directly with our contacts at Chrysler, but they have told us that it will be at least two more weeks before we have an answer.Sincerely,Kerry HController

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: