Joyce Koons Honda-Buick-GMC

This vet was very rude and did not seem to care about my pet at allHe used the thermometer on my dog and then just wiped it offNot sanitary at allHe dealt with a puppy with parvo in a can then came in and dealt with two other puppies without washing his hands that I could seeThe office was also quite unsanitary

Mr [redacted] ’s son came in for spark plugs to be replaced, Karen H [redacted] , his advisor, recommended several additional maintenance items on the [redacted] with 176K milesOne was a cabin filter replacement, which is in the vicinity of the blower motor, blower cage was filled with debris that needed to be removed Customer’s son gave the verbal approval for the replacement of the cabin filter and the debris to be removedThe typical charge to replace cabin filter is $in labor, the additional $was for the debris removal since we were removing the blower assembly from the vehicle, total charge of $including the filter Once again, the young man who was present in the dealership with the vehicle gave the verbal approvalApparently he called his father, Mr [redacted] after he gave us the verbal approval to proceed with the repair After the filter and blower were removed and the blower was being cleaned out Mr [redacted] called to speak to KarenKaren explained the charges, and that they were already underway, she offered to provide an owner’s choice on the repair which would have taken $offThis was provided in good faith due to the lack of communication between Mr [redacted] and his son and because it was their first visit to our store At this time Mr [redacted] became belligerent with Karen to the point she put Mr [redacted] on hold and turned to Joe C [redacted] for interventionMr [redacted] told Joe that the charge was ridiculous, he told Joe it could be done in a matter of minutes as he does it all the timeMr [redacted] ’s statement that he could fit his hand in this area without any disassembly would be difficult to do and thoroughly remove all debris, this is most probably why the debris was still in the blower assembly Joe explained to Mr [redacted] that we had folded back the glove box, removed the cover for the cabin filter, removed the filter, and the blower assembly to properly remove all the debrisJoe did sense Mr [redacted] ’s frustration at this point so he stated that we would waive the fee of $to replace the filter since we would have had to remove it either way Attached is the copy of the invoice, as you can see there is no labor charged to replace the filter as Joe promised Mr [redacted] , only the charge to remove blower and clean out the debrisThis is exactly what Joe told Mr [redacted] we were going to do and what he would be charged for If Mr [redacted] would like to discuss this further he can call me at ###-###-#### Thank you, Kevin R [redacted] General Manager

I took in my Honda Odyssey to have a tow kit installed It was not a Honda part; I was very upfront about this and they told me they would install it knowing it was not a Honda part I asked if it would cost more or take longer to install, and they initially quoted me a price of $for labor and take hours, but that if they ran into problems or it would take longer they would tell me After two hours, they told me it would take a total of MORE hours to install and an additional $625, and that they would have to make several cuts in the frameThis seemed fishy to me as the manufacturer had stated that it would take approxone hour for a professional to install The instructions have steps I called another Honda dealership and they quoted me $for labor (hours) I found this service deptto be dishonest and not at all upfront with meI was not told the non-Honda part would cost more in labor until hours after my appttime, I was not told that my car would sit in the bay for hours before it was worked on, and I was not given an honest quote of how long it would take It was not until I did my own searching and called them out that they backtracked and said it was a typical 3-hour jobThey undersold it, and then attempted to take me to the cleaners I learned a lot from this experience: don't think that because you have an appointment that your car will get worked on, make sure and ask specific questions about what they're doing and why; get as much as you can in writing, don't trust the initial estimate, because if it's a dealership they're going to hose you

Revdex.com:In reference to complaint ID ***, the business satisfactorily compensated me for the poor customer serviceI consider the case closedThank you for your assistance.
Regards,
*** ***

Mr. [redacted]’s son came in for spark plugs to be replaced, Karen H[redacted], his advisor, recommended several additional maintenance items on the 2006 [redacted] with 176K miles. One was a cabin filter replacement, which is in the vicinity of the blower motor, blower cage was filled with debris that...

needed to be removed.
Customer’s son gave the verbal approval for the replacement of the cabin filter and the debris to be removed. The typical charge to replace cabin filter is $54.00 in labor, the additional $54.00 was for the debris removal since we were removing the blower assembly from the vehicle, total charge of $135.60 including the filter.
Once again, the young man who was present in the dealership with the vehicle gave the verbal approval. Apparently he called his father, Mr. [redacted] after he gave us the verbal approval to proceed with the repair.
After the filter and blower were removed and the blower was being cleaned out Mr. [redacted] called to speak to Karen. Karen explained the charges, and that they were already underway, she offered to provide an owner’s choice on the repair which would have taken $27.12 off. This was provided in good faith due to the lack of communication between Mr. [redacted] and his son and because it was their first visit to our store.
At this time Mr. [redacted] became belligerent with Karen to the point she put Mr. [redacted] on hold and turned to Joe C[redacted] for intervention. Mr. [redacted] told Joe that the charge was ridiculous, he told Joe it could be done in a matter of minutes as he does it all the time. Mr. [redacted]’s statement that he could fit his hand in this area without any disassembly would be difficult to do and thoroughly remove all debris, this is most probably why the debris was still in the blower assembly.
Joe explained to Mr. [redacted] that we had folded back the glove box, removed the cover for the cabin filter, removed the filter, and the blower assembly to properly remove all the debris. Joe did sense Mr. [redacted]’s frustration at this point so he stated that we would waive the fee of $54.00 to replace the filter since we would have had to remove it either way.
Attached is the copy of the invoice, as you can see there is no labor charged to replace the filter as Joe promised Mr. [redacted], only the charge to remove blower and clean out the debris. This is exactly what Joe told Mr. [redacted] we were going to do and what he would be charged for.
If Mr. [redacted] would like to discuss this further he can call me at ###-###-####.
Thank you,
Kevin R[redacted]
General Manager

Good Afternoon,
After reading over the complaint we have issued a refund check to the customer for $827.64 via certified mail. We know that we can not go back in time and change the way the situation was handled but hopefully the refund will help make things better with the customer. We...

offer our sincerest apologies for any stress this situation may have caused.
Attached is a copy of the check that was sent to the customer.
Thank you,
Jenna F[redacted]

We spoke to [redacted] this morning about the repair on his vehicle. We have ordered the appropriate parts and let [redacted] know we would let him know when the parts came in so we can schedule him an appointment to fix the shifter. As for the other complaint, the confusion is when we do...

financing thru our lending source they require the dealer to perfect the lien for the bank. If this fails to get completed we become responsible for the loan. Sometimes based on the bank they require additional funds to do the loan. The taxes and down payment are separate issues.

This vet was very rude and did not seem to care about my pet at all. He used the thermometer on my dog and then just wiped it off. Not sanitary at all. He dealt with a puppy with parvo in a can then came in and dealt with two other puppies without washing his hands that I could see. The office was also quite unsanitary.

[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 so long as the repair is done at no cost. 
Regards,
[redacted]

Our sales manager did meet **. [redacted] on the day described in the complaint. We had a vehicle in stock however the color was not right, we said we could do a deal that was close to their number, but they had to take from dealer stock. The decided to return to another dealer, since they had...

the color **. [redacted] wanted, from my understanding. Not sure what happened at the other Honda store, upon return they said they would take the color we had, still at the same price 26500 out the door. The sales Manger had stated before they left the only way to get close to your number is to take delivery from dealer stock. The offer of 26500 was to far below invoice and we simply could not accept the deal, we offered a counter of 27500, this is when the customer became loud and was asked to quite down as the sales manager could hear them, as **. [redacted] stated in the complaint.
I received a call from **. [redacted] shortly after the showroom incident, I apologised sincerely to **. [redacted] on behalf of the dealership and the Joyce Koons Family, I also offered another 100.00 of the price for the miscommunication that she had endured. She stated that she wanted an apology from the sales manager directly. I stated that I have already apologized for our store and did so sincerely, with voices being raised on both sides I thought it best to let it go.
At any time, we never like having a customer leave in this manner. We accept any reasonable offers from customers many below invoice, this was just one that we could not accept. If **. [redacted] sincerely wants an apology for the miscommunication directly from our sales manager with hope that we would have the opportunity to see **. [redacted] again, I would be glad to have him do that.
Thank you and Respectfully
[redacted]
General Manager

Review: I was at Joyce Honda in [redacted], VA today and experienced very negative customer service. I am appalled at the level and type of service they provided - this requires addressing asap. One of the sales manager there misrepresented the sale price of a new car and quoted a higher price when I returned an hour later (I had left for a short period to consider a different car that was in stock instead of the car I originally wanted which had to be ordered). When I came in, he said he never verbally stated the price he quoted me and flat out rejected any further negotiation - which essentially sounded like I was being accused of lying to get a price I wanted. Had he acknowledged the error and asked to sit down for further negotiation, it would be been fine be he was very stern and unpleasant to a point where I felt he was undermining my existence. During the entire process, the words he used to communicate were offensive and not professional - e.g., I'm not deaf, I can hear you... leave now, etc. Because I was kicked out of the dealership, I called the general manager afterwards to relay the situation. While the general manager apologized, he ultimately took the side of his employee as one might expect and I did not even get a direct apology from the sales manager even after asking for it. A simple apology would have been fine and all that's needed but I find the way they handled the entire situation very distasteful. This is a business integrity and credibility issue and I'd hate for anyone in this area to have to deal with this again. Terrible service, terrible experience, and unsatisfying follow up to address the issue.Desired Settlement: A direct apology from the person of concern.

Business

Response:

Our sales manager did meet **. [redacted] on the day described in the complaint. We had a vehicle in stock however the color was not right, we said we could do a deal that was close to their number, but they had to take from dealer stock. The decided to return to another dealer, since they had the color **. [redacted] wanted, from my understanding. Not sure what happened at the other Honda store, upon return they said they would take the color we had, still at the same price 26500 out the door. The sales Manger had stated before they left the only way to get close to your number is to take delivery from dealer stock. The offer of 26500 was to far below invoice and we simply could not accept the deal, we offered a counter of 27500, this is when the customer became loud and was asked to quite down as the sales manager could hear them, as **. [redacted] stated in the complaint.

I received a call from **. [redacted] shortly after the showroom incident, I apologised sincerely to **. [redacted] on behalf of the dealership and the Joyce Koons Family, I also offered another 100.00 of the price for the miscommunication that she had endured. She stated that she wanted an apology from the sales manager directly. I stated that I have already apologized for our store and did so sincerely, with voices being raised on both sides I thought it best to let it go.

At any time, we never like having a customer leave in this manner. We accept any reasonable offers from customers many below invoice, this was just one that we could not accept. If **. [redacted] sincerely wants an apology for the miscommunication directly from our sales manager with hope that we would have the opportunity to see **. [redacted] again, I would be glad to have him do that.

Thank you and Respectfully

General Manager

Review: on Friday, April 5 2013, Joyce Koons Honda, Buick, GMC, Inc. sold me a 2010 Honda Accord EX-L as "Honda Certified Used Car". In the same time delarship faild to provide documentation to support vehicle condition.

Looking over "Honda Certified Used Cars 150 point Inspection Checklist" I found vehicle failing on many checkpoints.

I strongly belive vehicle was misrepresented to meDesired Settlement: make things right

Business

Response:

I am meeting with [redacted] tonight at 6:00 PM to go over and hopefully resove any issues he may have.

Vice President/General Manager

Joyce Koons Honda Buick GMC

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: Due to the stress and anxiety this situation caused for me and my marriage, I am just now getting around to writing this complaint. My husband and I had an absolutely terrible and scarring experience with Koons Honda of [redacted]. We purchased a 2012 [redacted] Explorer from the dealership on July 19th by trading in our [redacted] and financing the rest. We had a "We Owe" agreement with the dealership that they would replace the rear cupholder and passenger-side DVD player instead of holding up the sale for what, we were told, were simple items that would be rectified in a very short timeframe. We did not receive the keyless entry code upon the sale of the vehicle and our salesman, Steve, told us that he would contact the previous owners to get the code when my husband called 7/20. As of 7/27, we had no update and no code. We were also not told at the time of the sale about the multiple recalls on the vehicle, which was fantastic to find out a few days later when lights started going off in the car, as I am pregnant and the salesman knew that at the time. My husband sent an e-mail on 7/27 outlining these concerns and we received a response from Kevin R[redacted] on the 28th stating he forwarded our e-mail to Chris R[redacted], the General Sales Manager as Kevin was out of the country and unable to address the situation. I believe Chris contacted my husband via phone as I do not see any e-mail communications at this time before my husband sent another e-mail on August 5th. My husbands e-mail stated "to recap our buying experience of a 2012 [redacted] explorer, in the two and a half weeks since our purchase, we purchased a vehicle that was missing parts, we agreed to a we-owe contract - still have not received them. I was told that I could not get the keyless entry code for ten days because you "couldn't get in touch with the people who traded the car in" - I only received the code because Joe A[redacted] understood the frustration and actually took the time to assist me after the sale. (Joe A[redacted] works in the Service department and assisted us when our airbag light came on). My wife and I were sent home in a vehicle in which the airbags were not operable. Then, your dealership sent me to a [redacted] dealer in Warrenton instead of taking the time to fix it safely for us. Jeff S[redacted] did agree to pay for the repairs, only to find out the car had two active recalls, not one. The "we owe" items - the DVD player and the cup holder have not been installed. I have been told that it takes a long time to ship from the west coast - I ship for a living and know exactly how long it takes to ship a package from the west coast. Lastly, we will be cancelling the "warranty plan" you sold us for $3,000. We will be escalating this matter through other avenues going forward - this was and still is a very disappointing buying experience and we will be sure that others know how Koons does business." My husband received a response from Kevin R[redacted] on August 6th stating "Please accept my sincere apologies for the many items either missing or in need of repair. We should have given you a loaner and had the repairs made on your behalf not send you to the [redacted] dealer. I have checked with our parts department on the cup holders and the headrests, cup holders are here, the head rest were shipped from the west coast yesterday, I am expecting them to arrive today or tomorrow. Steve, Chris, and I will be in touch as soon as it hits the dealership. Again, I apologize for your inconvenience, I will help in any reasonable way possible to correct the issues and try to have you as a satisifed customer once again." Kevin provided the tracking number and stated it would arrive early Thursday afternoon (august 7th). Per the tracking number, our items were not ordered until August 5th - WEEKS after the sale of our car. We also received an e-mail from Chris R[redacted] on August 5th stating "I do apologize for the experience that you've had to this point. I can understand the frustration that you and your wife have had with this purchase. I would like to know what we need to do to make this right (outside of the things owed) or would like to give you and your wife the option to return or exchange the vehicle. Again, I do apologize and will be looking into this matter to see what has taken so long to get this handled." We were called that week and told to drop the car off Sunday morning and they would replace the head rest and the cupholder. We were given a loaner car and told it would take no more than two days. My husband received a call Monday afternoon saying they were done and everything works and is great - we were very excited and he left work early to sit in traffic to pick up the vehicle - ONLY to find out the DVD player was still inoperable. The people at the dealership said they would have to send the car to the [redacted] dealership "who knew what they were doing" in order to fix it. At that time, we were so upset and stressed out that we wanted to return the vehicle as we were told we could. This is when the 100th nightmare began. At no point did Chris, Kevin, or anybody state that we would have to buy back our [redacted]. So, our [redacted] sat at the dealership for almost a month going through God only knows what, for us to have to buy outright since the dealership paid off the loan and you can't finance a 9 year old vehicle. Like I said, I am pregnant and this was a $5,000.00 expense we weren't expecting to incur. We told Chris we were told at the SALE that the sale of the [redacted] and purchase of the [redacted] were handled as two different transactions, so why couldn't we just return the [redacted] and walk away? He kept stating that was our only option and with a smirk on his face, said we didn't have to return the [redacted] if we didn't want to. What were we supposed to do at this time? We had NO vehicle, the [redacted] which was legally ours was in a million pieces at a dealership who clearly was incapable of doing ANYTHING correct, we wanted nothing more than to get out of the business with the dealership. We said fine, we will buy the [redacted] back and we went to the dealership on August 12th to settle. This is when Chris R[redacted] presented us with a service bill for the [redacted]. This is what is really disgusting about this dealership, the nerve to charge us MORE for all of this - for service we did NOT authorize on car that was NOT ours at the time? The bill totaled $827.64 which included $361.19 to top off fluids and perform the 27 point inspection (Which by the way, we had done at this exact dealership on June 10th and paid $37.50 - but all of a sudden it's required again, a month after we already had the oil change and fluids topped off and costs ten times as much???) $16.00 for the inspection (which we had done at THIS DEALERSHIP at the same time as the oil change) $28.00 for emissions (which was not needed) $109.95 for parts (this clearly was bogus) and $312.50 for detail and "restoration". This was an absolute smack in the face and again, another hit to us which we couldn't have been hit any more at this point. We had to pay this OUTRAGEOUS bill in order to get OUT of business with this AWFUL dealership so we did so, but I 100% want my money back for this outrageous bill. I want a refund for $827.64 as these were BOGUS charges, we did not authorize them, we were clearly being bullied and discriminated against and treated EXTREMELY unfairly given we were charged repeatedly and tenfold for items we ALREADY HAD SERVICED IN THIS SHOP A MONTH IN ADVANCE. What SHOULD have been an amazing experience to buy a car for me to be safe in for my pregnancy and to put our first child in has been an absolute nightmare. Do NOT have Chris R[redacted] from the dealership call me as he causes us much anxiety and clearly has zero regard for customer service or doing the right thing. Again, the only way this dispute will close is when we are refunded the $827.64 for the heinous bill we were forced to pay. We have told everyone about our awful experience with Joyce Koons Honda and will never shop with this dealership again, nor will we buy another Honda or [redacted] again after this experience. Also, another smack in the face which reminded me to complain, that Joyce Koons Honda did NOT transfer the tags back to our name as they said they did. We realized that we were driving a car not registered to us when we did not receive our personal property tax from [redacted] County. Yet another thing Joyce Koons Honda has screwed up and put us in ANOTHER financial hardship.Desired Settlement: Refunded AT LEAST $827.64 for the money we had to pay. This doesn't even cover the emotional distress, mileage, and other costs we incurred during this month-long nightmare.

Business

Response:

Good Afternoon,

After reading over the complaint we have issued a refund check to the customer for $827.64 via certified mail. We know that we can not go back in time and change the way the situation was handled but hopefully the refund will help make things better with the customer. We offer our sincerest apologies for any stress this situation may have caused.

Attached is a copy of the check that was sent to the customer.

Thank you,

Jenna F[redacted]

Review: My 20 year old son made an appointment for a spark plug change only, at this dealership, and that was all. He was told that the cabin filter was in need to be changed, which he agreed to for 30 dollars unsuspectingly. While the car was still at the dealer, he called me (his Father) to explain that they were going to charge him 100.00 extra because they found a nest that needed removal. I told him not to approve that. It was way too much money to remove a nest and I would do it for him. I myself called the dealership and told them not to do this and was told by Karen (nastily) that unfortunately I was too late and that the work had already been done, and that my son had approved this. On the contrary he had only approved the filter replacement not yet the complete dismantling of the blower motor to get the nest out which they decided to do without authorization. Every year I get this persistent nest out with my hand and it take 3-5 minutes total. Obviously they saw his age and took advantage. I then called the service department manager(Joe C[redacted]) and told him of this problem as well. All I got from him was that he would take off 20% which to me is still completely too much for something that was not asked for and added on without authorization. I am 60 years old and have been around the block a few times, they obviously saw that the kid could be swindled because of his age and ignorance and took complete advantage of this. I my opinion this is not how to operate an honest business and there should be some compensation of this charge to my son as he did not authorize the nest being removed until after he saw the price and questioned this but still did not OK the removal because he was not aware that they would be dismantling the entire blower. I called immediately to make sure they would not do this and they said it was too late which, I do not believe because they did not finish with the car until an hour after the job was supposedly already done. This dealership is deceptive in its practices, dishonest and inflated unnecessary repairs and cost.Desired Settlement: I would like to see a refund of the price for the labor for removing the nest from the blower which was not requested or authorized!!

I will have the receipt upon request.

Approximately $54.00 Dollars sent to:

[redacted] Manassas Park Va, 20111 Phone ####-###-####

Email: [redacted].com

Business

Response:

Mr. [redacted]’s son came in for spark plugs to be replaced, Karen H[redacted], his advisor, recommended several additional maintenance items on the 2006 [redacted] with 176K miles. One was a cabin filter replacement, which is in the vicinity of the blower motor, blower cage was filled with debris that needed to be removed.

Customer’s son gave the verbal approval for the replacement of the cabin filter and the debris to be removed. The typical charge to replace cabin filter is $54.00 in labor, the additional $54.00 was for the debris removal since we were removing the blower assembly from the vehicle, total charge of $135.60 including the filter.

Once again, the young man who was present in the dealership with the vehicle gave the verbal approval. Apparently he called his father, Mr. [redacted] after he gave us the verbal approval to proceed with the repair.

After the filter and blower were removed and the blower was being cleaned out Mr. [redacted] called to speak to Karen. Karen explained the charges, and that they were already underway, she offered to provide an owner’s choice on the repair which would have taken $27.12 off. This was provided in good faith due to the lack of communication between Mr. [redacted] and his son and because it was their first visit to our store.

At this time Mr. [redacted] became belligerent with Karen to the point she put Mr. [redacted] on hold and turned to Joe C[redacted] for intervention. Mr. [redacted] told Joe that the charge was ridiculous, he told Joe it could be done in a matter of minutes as he does it all the time. Mr. [redacted]’s statement that he could fit his hand in this area without any disassembly would be difficult to do and thoroughly remove all debris, this is most probably why the debris was still in the blower assembly.

Joe explained to Mr. [redacted] that we had folded back the glove box, removed the cover for the cabin filter, removed the filter, and the blower assembly to properly remove all the debris. Joe did sense Mr. [redacted]’s frustration at this point so he stated that we would waive the fee of $54.00 to replace the filter since we would have had to remove it either way.

Attached is the copy of the invoice, as you can see there is no labor charged to replace the filter as Joe promised Mr. [redacted], only the charge to remove blower and clean out the debris. This is exactly what Joe told Mr. [redacted] we were going to do and what he would be charged for.

If Mr. [redacted] would like to discuss this further he can call me at ###-###-####.

Thank you,

Kevin R[redacted]

General Manager