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Koons Automotive, Inc

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Reviews Koons Automotive, Inc

Koons Automotive, Inc Reviews (96)

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Please see the correspondence between both parties belowWe received an email with the same complaint you received thus the correspondence below.....Good Morning *** ***,Unfortunately, as I expected my attempt to help has been misrepresented belowI'm happy to "get a few things clear" and said
in my note below that the following was "an attempt to share my understanding of both perspectives." My comments were only a starting pointI'm fine admitting that I was wrong on the timing of the purchase because again I was "attempting to share my understanding of both perspectives"I did misunderstandBut the facts are correct in that the *** *** was the car of choice for you and you were asked to leave it on the lot until fully inspected and repairedCorrect?In your second paragraph I'm not sure why you state "Again, not for our convenience"? We weren't intentionally trying to inconvenience you, everWhat gain would there possibly be for Koons in this thus why would we do that? We were attempting to repair the concerns with the vehicle, that's all. The ornaments ordered were "custom" to usThey may be standard to the *** ***, but not standard to all other vehicles sold thus had to be ordered direct from the manufacturer as a "custom order"Koons NEVER balked at replacing these items for youKoons never expected you or anyone else to purchase a vehicle without the hood ornament and two front center capsKoons doesn't and didn't hold this against you, everPlease share where and how you feel this was held against you? Again, this is why I cringe at the written word as you have read more into my words on paper than was intendedI simply mentioned the ordering of custom ornamentsThats itMentioned this in an effort to list all items that had been completed on the vehicle so we had a point of referenceThis was never shared as if its being held against you and I cannot understand why you would deduce this from my email. We are happy to provide you with the passenger headlight assembly, even though we did not notice the crack at either of our repair shops when we had your vehicleI will order and have that delivered to you if you like? Please let me know.We will pay for the tubing from *** ($14.49), even though we did not notice this at either of our shops while we had your vehicleIs this acceptable? Please let me know.We are happy to replace the rubber flashing that attaches to the track and window on the drivers side of the sunroof if this will prevent leakageCould you check the two drains around the sunroof first please? If its the drains then you may be ok without the flashing, although we are happy to pay for the flashing to replace that as wellPlease let me knowWe are fans of pretty cars too and want yours to remain that way!Since the remote start wasn't an item on the "we owe", nor have I been told it was promised to you, is this something you can work out with ***? Please let me know.We will happily reimburse you for the *** * Wiper blade ($13.99) and have no reason to believe Koons would have tampered with this item in such fashion as to make it come offIs this acceptable? Please let me know.When I shared "customer complained" of noise, smell or anything else it was simply stating the factsIts ok to complain! We don't hold that against you in any way or deem it trivialIf you don't express the issues how could we ever repair them? It is certainly your right to share and our right to desire to help youIts common in our industry to share "customer complained....." when we are expressing to our technicians, managers, and personnel what needs to be addressed for repairThis wasn't used in a negative way toward you in any way, simply stating the factsI am sorry you perceived this as negative and further don't understand the thought process as the items shared were gladly repaired by Koons. To clarify "As your customer, who spent (and will be spending for the next five years) a fairly large amount of money with your business" please know that your purchase is indeed appreciatedAnd yes, while you did make a "major life purchase" with Koons your obligation to Koons has been fulfilledMeaning that there are no monies due Koons and the remainder of the terms of contract are between you and Consumer Portfolio Services, the bank you financed with. Please share how and where Koons has ever "discredited you or labeled you based on your concerns?" because we have not! We have only assisted in problem solvingSurely you can see from ALL of our efforts we too are "only trying to look our for your safety and well being" as well as satisfy you as a valued customer! Again the original "we owe" shared Koons was responsible for "passenger seat mobility, center caps on front tires and hood emblem"The body damage I originally thought was listed on the "we owe" wasn't listedYet, Koons took care of itKoons also replaced the battery, replaced an A/C belt tensioner, repaired a check engine light issue, replaced both sun visors, drivers window switch, driver door speaker, replaced l/r marker light bulb, replaced driver side wiper blade, front rotors, wheel nuts, r/f fender well, r/f tire and balanced all tires in addition to agreeing to pay for the broken passenger side head light assembly, tubing under the hood, rubber flashing around the sunroof and a wiper bladeDoes this sound like a company that is trying to "discredit, victimize or label" you? I sincerely do not think soYou have written the Attorney General and Revdex.com sharing your concerns regarding KoonsThis is the same company who is continuing to work with you and care for your needsDoes this sound like a company who is attempting to "discredit, victimize or label" you? The answer is NO! We have only tried to help and are continuing to do so. Please share if you would like compensation for the items above and what address you would like the check to be sent to?How can Koons further help youWe are a reputable business who care about our customers.Respectfully,Katrina K***PS I will share these conversations with the Attorney General and Revdex.com as well.-------- Original Message --------Subject: Re: *** - follow upFrom: *** *** Date: Wed, April 08, 2:pmTo: "" Cc: Allen , ***@koonsofwoodbridge.com"Thank you for your replyLet's get a few things clear.First, we saw and signed for the vehicle on the same day, February 28, That was the first day we had ever been to any Koons dealership and it was prompted by the promotional mailer that was sent advertising the chance to win a different ***There was no preliminary visit or waiting periodWe signed Saturday and was told the body work would be finished on Monday, 3/1/and we could pick it up after workAnd so the saga begins. The check for the exhaust kit (which was added on by Rick as an incentive for us to not walk away from the deal on 2/after we found the *** listed online when we got home on 2/after we signed all of the paperwork for less than what we paid for it, NOT simply as a request by us) was because the *** would have had to sit for another week in Fredericksburg for it to be deliveredAgain, NOT for our convenienceI still have the email from Tyler stating that should you feel like clarifying. "Custom ornaments" were not orderedThe *** emblem on the hood and two front center caps on the rims were missingThey were replacedNo one would buy a "new" car with those items missingDon't hold that against us Passenger headlight assembly with *** *** is $ Tubing with *** *** is $ We have not had the opportunity to properly check the windshield washer as there was no movement of fluid without the tubingIt's interesting that your technicians were able to. I suspect the sunroof leaks because the accordion shaped rubber flashing that attaches to both the track and the window on the inside is missing on the drivers sideAlthough, I'm no Master Technician, just a fan of pretty carsWhen I took the *** to *** *** in Charlottesville they were nice enough to run a VIN search to see what options came on my carI have a copy that I could fax if you like but I'm sure you could find it as wellIt lists remote ignition as an option that my specific vehicle is equipped withThe remote was programmed successfully enough to fully operate every other function including the push to start feature that I paid to have restored, surely it would trigger the remote startWhen attempting to engage the remote start, the fob does lock door as it should, the horn does sound but alas, no remote start. *** * Wiper Blade was $at Advance Auto Parts.Lastly, please know that each "customer complained of noise" and "customer complained of smell" request may seem trivial to you and/or your technicians but I put my family, most importantly my child, in this vehicle every dayThese are not trivial concernsAs your customer, who spent (and will be spending for the next five years) a fairly large amount of money with your business by making a major life purchase, these are concerns that, if left unchecked could lead to potentially dangerous scenariosSo please don't discredit me or label me based on my concernsI assure you I am only trying to look out for our safety and well being. Thanks,*** ***On Apr 8, 2015, at 2:PM, wrote:Good morning *** ~Thank you for your note belowWe appreciate any and all feedback and always do our absolute best to please each and every customer, knowing full well that this can often be an unattainable goal, yet remains our main focus!Koons is happy to put everything in writing moving forward as we have nothing to hideHowever, my only hesitation is that often one can read into the written word things that are being impliedFor this reason I ask if you have any questions to please call me and not assume something from my written wordIn addition, if you find yourself at the point where you need to involve an attorney please share as I will gladly provide the reach information to our corporate attorney.Having shared this, I will speak candidly moving forward in an attempt to share my understanding of both perspectives, yours and our companies, but most importantly with the goal of working this out favorably for all partiesPlease note I will also share this response to the Attorney General regarding the complaint we received.On or about 2/28/you and your husband purchased a *** *** from Koons in CulpeperYou had been to the store 1-weeks earlier and selected the vehicle but our General Manager wouldn't allow the vehicle to leave the lot until it was fully inspected (also VaState law)This was your vehicle of choice, especially for your husband, and its my understanding this is the only vehicle you were interested in purchasingYou had a large amount of negative equity in your current vehicle and Koons was happy to be able to work with you and the bank to trade you out of this situationNote, this was also during the extended snow that our area experienced and the repairs took longer than normalRegardless, Koons was happy to make the following repairs at our expense:Replaced BatteryOrdered a custom ornaments Checked A/C compressor,replaced belt tensionerChecked shock/strut, replaced l/f link pin (very minor play/noise), customer complained of noiseChecked antifreeze and burning oil smell, replaced passenger side valve cover gasket for small leak, customer complained of smellCheck engine light on, replaced knock sensor, replaced oil pressure sensor and circuitReplaced drivers door speaker (blown)Replaced both sunvisors, drivers window switch, passenger seat releasePerformed VaState InspectionPerformed Point Retail Pre-Owned InspectionReplaced l/r marker light bulb, driver side wiper blade, front rotors, replaced wheel nutsReplaced r/f sway bar link pin, customer complained of noiseReplaced r/f inner fender well, r/f tire and balanced all tiresReplaced l/f outer tie rod end, customer complained of noiseAt this point, you had taken delivery of the vehicle, driven it a few days, discovered additional items and Koons had addressed all items you shared, as reflected aboveYou wanted an after market exhaust kit installed on the vehicle and Koons decided, due to the distance you lived from any of our locations, to provide you a check of $to pay for thisYou picked up the vehicle knowing that the visors were the only item still due you from KoonsShortly after this Koons received the visors and hand delivered them to you. Currently, there are additional concerns that I am happy to address.1) The tires on the vehicle passed Va.State InspectionThe entire time your vehicle was in our posession we never had to put air in themMeaning, your vehicle was driven at different times by our lead Master Tech, our Service Manager, our General Manager, and another Master TechNone of these persons had to replace air in any of the tires at any timeCould you have run over something that is causing a small leak?2) Broken passenger side head light assembly ~ this wasn't broken when we inspected the car ~ please provide quote and we'll pay our cost of replacement3) Leaking anti-freeze cap - the cap we installed was not broken4) Missing tubing under the hood ~ this is not part of the VaState inspection process but the wind shield washer was working when delivered regardless please provide quote and we'll pay our cost of replacement5) Leaking sunroof ~ could there be blockage such as leaves or debris in the drains of the seal? Often this causes a build up of water thus a leak6) Remote ignition doesn't work - addressed below but Carfax states on 3/27/Brown's *** in Charlottesville, VA reprogrammedCould they have not programmed correctly? The remote start was not listed on the "we owe" between the two partiesThe $ you spent would have been your choice to make independent of KoonsHowever, we apologize that it doesn't workWere you aware that not all models of vehicles are engineered for a remote start? I'm not saying your isn't, but the key fob and vehicle have to be programmed, or synced, in order for the remote start to workOur salesmen, techs and/or managers could have shared this however since this wasn't on the "we owe" list it wasn't something we discussed with you or agreed to pay for. 7) Fuse box busted - This wasn't noticed by any Koons employee thus we don't believe was busted upon delivery of vehicle8) Carfax no record of damage ~ please see attachedWe provide CarFax's to all customers who request themYou can also visit our website at www.KoonsofCulpeper.com anytime and print your own CarFax at your convenienceCarFax is the industry leading reputable source for reporting any change and/or damage to a vehicleKoons company practices include NOT purchasing vehicles with a salvage historyWe also investigate any vehicle with reported structural damage before purchase, yet a large percentage of vehicles posess thisYour vehicle is guaranteed No Salvage, Junk, Rebuilt, Fire, Flood, Hail or Lemon damageThe actual mileage is correctThere is NO reported loss, structural damage, airbag deployment, odometer tampering, accident/damage, etc Koons would have no way of knowing what caused the front fender to be replaced, if it in fact was, nor if this vehicle was in an accident, as there is nothing reflected on the CarFax. 9) Passenger side windshield wiper broke ~ please provide quote as we are happy to pay our cost for this repair The "we owe" you signed with Koons and we honored listed three items; the body damage, the seat, and the emblems, for Koons to take care ofKoons has honored this as well as many items listed aboveKoons has shared we will pay our replacement cost for the broken passenger side head light assembly, missing tubing under the hood and passenger side wind shield wiper, even though these items were not on the original we owe and we believe were in good working order when the vehicle was delivered.While we understand all of your frustration, and sincerely apologize for it, we hope that you see we have shared in your concern through our actions, follow up, initiation and completion of repairsAs with any vehicle there are many moving parts (literally) yet Koons has been by your side attempting to resolve them as they occurThis is NOT the experience our customers have and certainly not the one we hoped for youBut know, Koons in no way is attempting to victimize you or your husband, how would that benefit anyone, much less Koons? Please provide quotes for the items listed aboveIf you would prefer Koons make the repairs we are happy to do so ~ just let us know.Respectfully,Katrina K***###-###-####

Koons Automotive did not replace the alternatorThe alternator was replaced by *** *** *** ***, a business located beside of Koons Autoin Woobridge, VAKoons has no business affiliation with *** *** *** *** but does use this company for a small portion of our automotive repair needsThe
alternator that *** *** installed in the vehicle was purchased through Advanced AutoIt was not refurbishedRegardless, *** *** had it replaced at her lenders expense on 6/1/*** *** *** *** also made repairs to the L/R struts on this vehicle and are currently reviewing their work to determine if they need to warranty it for additional repairsThe key that is claimed not to communicate with the vehicle is the key that came with the vehicle when it was purchasedIts odd that the key worked for 4+ months then just stopped working with the vehicleCould it have been the battery within the key fob that was going bad?In a very offensive and untrue review *** *** claimed to contact the owners of the company via voice mailThere were no such voice mails left for either owner*** *** also called Koons Auto very rude names and wished for Koons to be put out of businessThis is the same business she now wants to help herRegardless, Koons is happy to work with *** *** on replacing her vehicle with one in which she feels is more reliable IF her lender is willing to do the sameHer lender would have to excuse the first loan and assist in a new oneIn short, if *** *** lender is willing to purchase a new loan Koons is happy to work with *** *** in the purchase of another vehicle.Respectfully,Koons Auto

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This in nonresponsive to when I will receive my carThe list of items defective with the car should grow because it takes time to access all of the issues in initial war***y periodI have only driven the car maybe miles between February 4, and PresentAbout 90% of that time, I have not had possession of the car, regardless; I have not been kept in the loop of what specifically going on with my carIt does not take this long to rebuild a car engine; it is unacceptable to take this long for any repair*** *** would have first diagnosed the issues and provided resolutions, preventing the extremely long delayI also requested a detailed written list of each repair and an explanation of war***ySince this business presented questions, I have oneWhat dealership can anyone go in the U.S., which takes from February 4, to present to get a car repaired or address the customers concerns?
I also previously requested the paperwork for the bumper replacement, and the “service c" service, which happened right after I returned the vehicle the first time; I have yet to receive itIf this car was thoroughly checked out before being presented for sale then the defects list would NOT be so extensiveThis speaks volumes of the kind of care taken for cars for sale on the Koons Automotive Inc, Woodbridge, VA sales lot
Lastly, I need another temporary registration for the loaner because the one I have expired
Regards,
*** ***

*** *** please accept our apologiesWe wish you had reported this to the General Manager or asked to speak to an owner prior to contacting the Revdex.com but nonetheless we understandKoons will reimburse you half of your repair or $I will have our Comptroller cut and mail the check tomorrow
Again, our apologies for this situation and we are more than happy to help you in the futureAs for our customers who have contacted if you will read the comments back and forth you will find that most all of the situations have been resolved satisfactorily as we have an A+ ratingWe sell to thousands of customers a year and are blessed to be able to assist each of themSincerely,Koons Auto

Koons Automotive and staff sincerely apologize for the obvious miscommunication that has transpiredWe believe the issue was compounded communicating between the two stores and Koons has taken appropriate action to help to ensure this does not happen againPlease accept our sincerest of apologiesWe are happy to see that you now have the spare set of keys you originally desired.Koons Automotive

9/9/14Dear *** *** *** ***,Please see the following attachments:Letter from Koons Auto.Koons Auto, signed Buyers OrderSigned statement regarding major defects that may occur in purchase of a used motor vehicleSigned Buyers Guide*** *** Vehicle History ReportTo address the documents above first
Please see the Buyers Order dated 5/24/and the formal complaint receipt date of 9/8/~ which occurred days after the purchase of this vehicleNote on the signed Buyers Order in the box labeled Service Contract and noted by the letters "N/A" that no warranty was purchased for this vehicleNote the next page is signed by *** *** and is a notification of major defects that may occur in used motor vehiclesNote the following page labeled Buyers Guide which details the warranty by Koons for this vehicle, since an extended warranty wasn't purchased, is limited, covers the systems listed, for the duration listed and is signed by *** ***Note the following page *** *** Vehicle History Report with notes detailed below.On 5/24/*** *** purchased a *** ** from Koons Auto in ***, VAThe vehicle she chose to purchase was one that was just traded in from another customer, and not purchased initially by KoonsThe vehicle had 79,miles on it at the time of purchaseMrKen S*** was her sales agentThe sales manager who was assisting Kenn was Danny L***I have spoken with Danny and Kenn at length regarding this sale.*** *** mentions Koons wouldn't pull a *** *** for her and that we stated to do so would cost Koons $This is simply not trueKoons pays a monthly fee for the ability to pull car faxes at our locations and for our customersDue to the monthly fee we incur we have the ability to pull an unlimited amount of car faxes, thus there is NO itemized fee per Car FaxWe pull many car faxes, each and every dayMrS*** and MrL*** state that pulling a *** *** was never discussed until *** *** visited the store in September of and she had a copy of a *** *** from another dealer.It is now days past the purchase date of the vehicle from KoonsWe have addressed the issue of a sales person hugging *** *** from the back and taking pictures of her feet, twice beforeThis was addressed immediately after the initial sale and again late fall 2013, although none of our sales staff will admit to either actionWe have continued to remind, reprimand and educate the sales staff multiple times since this alleged incidentWe have apologized to *** *** on multiple occasions, yet over a year later the same issue continues to ariseWe are not sure what action *** *** would like for us to take at this timeAction on the part of Koons HAS been takenA mistake was allegedly made, action has been taken and apologies have been givenIf this event occurred we are sincerely sorry.At the time of sale, again days ago, the vehicle went through a comprehensive Virginia State Inspection at *** *** an independent VaState Inspection stationLindsay passed the vehicle the first time through the station with none of the 27+ inspection points failingSince this time Koons has no knowledge of how many miles have been put on the vehicle, what type of vehicle maintenance, if any, has been completed or whether or not *** *** has been consistent with her monthly paymentsThe *** *** shows no routine maintenance, inspections, oil changes, etcsince the time of purchase, with the exception of an exhaust system checkRegardless, we were happy to try and trade her out of the vehicle late fall of and would be happy to work with her again.Based on *** ***'s credit scores, income, banks we are approved to work with and other determining factors, Koons did attempt to steer her toward a vehicle other than the ***Koons did this because the banks we were working with required additional money down and her payment was higher with the *** than with other vehicles*** ***'s credit score and the banks that were willing to purchase the loan dictate the money down, interest rate and to some degree the type of vehicle she could purchaseMrL*** personally, and because of his experience in car sales, having zero knowledge of any issues with the ***, would have preferred her purchasing a *** or *** typeThis would have required less money down and her monthly payment would have been lessHowever, the *** was the vehicle that *** *** wantedAccording to our staff, *** *** was interested in a high line vehicle, like a ***, ***, etcSome of our staff remembers such comments as when I drive up to a club I want to be seenWhen she returned in September of Koons could have possibly traded her out of the ***, however, she had only been in the car a few months and most banks prefer to see a history, typically 6-months of payments that have been made in a timely fashionShe had also driven approx, 10-12,miles in a few short monthsThis added to the devaluation of the vehicleKoons did advise her to wait a few months then come back and we would try to work with her.In reference to *** *** being treated unfairly we feel this is absolutely NOT trueWe have many single men and women, young and old, who come in the dealership and purchase vehicles independently, or by themselvesWe do NOT discriminate or differentiate between customers in any wayFor Koons it is offensive to imply thisOur sales and management staff is comprised of men and women, young and old, from all facets of life and with a variety of ethnicity, just as our customer base is as wellLikewise, if *** *** felt sexually harassed why did she want to socialize with MrL*** outside of the dealership? MrL*** chose not to socialize outside of the work place as he didn't want to mix business and personal*** *** also shared with Kenn that she would like fix him up with her mother who resides in CaWe only mention these comments as it doesn't seem like an environment where sexual harassment was taking place.The vehicle in question was again purchased days agoThe *** *** does NOT list this as a salvage vehicleKoons had no knowledge of structural damage relating to this vehicleThere is no title branding on this car of any kindThere are no disclosures that Koons did not do what we were required to doThis vehicle was listed as having structural damage in June of and having 31,milesSince June of 'the vehicle has had two other owners, prior to *** ***, an additional 48,miles driven, and a variety of maintenance and safety inspectionsThe *** *** guarantees this vehicle against salvage, junk, rebuilt, fire, flood, hail, lemon and actual mileageIn addition, it was never reported as a total loss, airbag deployment, odometer rollback, or manufacturer recallIn fact, *** *** lists a price adjustment of $1300.00.Our finance department is trained to offer all customers an extended warranty*** *** chose not to purchase one and was aware of the warranty and possible defects that could happen.Please note on page of the *** *** the following highlighted section "According to the National Safety Council, Injury facts, edition, 7% of the million registered vehicles in the US were involved in an accident in Over 75% of these were considered minor or moderate.Regardless, Koons is willing to fully inspect *** ***'s vehicle to determine whether or not any of the current issues are deemed a result of the accident that caused structural damageAgain, two other drivers drove the vehicle for a total of 48,miles after the vehicle had been reported with such structural damageKoons is also willing to try to and get *** *** financed into another vehicle.Respectfully,Koons Automotive

Please se2/29/16*** ***The sale flyer that was mailed was a four part formIt was two sides front back and then you opened the flyer to find another two partsWe apologize if your flyer was torn in any way or not received whole but the full flyer was attached in our first Revdex.com submissionWe had hundreds of people visit our store with the flyer intact so know that the manufacturer did not produce two part flyers.Regardless, we cannot honor a prize that is claimed after the contest dateThe flyer clearly states this....The page you received states above the In home date: Tuesday 02/09/“Then proceed to Koons Automotive of Culpeper during event times to claim your prize.”I have attached the winning numbers for the $and the numbers do not match the number you providedThere was only one winner at each level.There was no attachment with your submission...We apologize for any inconvenience as it was certainly not our intentIf we can assist you with anythingfurther we are happy to....Respectfully,??Kodns Automotive***P.SAlthough the contest flyer is from the Culpeper location we are writing from our home office in Woodbridge

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Their response attempts to make it appear as if the offer of a second key was in question.It was notIt was written on the envelope presented to me by Doug during the negotiationof the saleThen he denied the conversation.Secondly as to the claim MrG*** was taken off guard ,my first two call to the office were sent to his voice mail in where I explained this problemTHERE WAS NO CAUGHT OFF GUARDIt took another two days and another call from me before he and I spoke and I was told to call him backFor over ten days I called his office with no responseONLY ON THE DAY I CALLED AND INFORMED HIM I WAS FILING THIS COMPLAINT DID I RECEIVE A CALL BACK.I do agree the next day we were called and were informed our key was ready to pick up
Regards,
*** ***

9/11/14To
Whom it May Concern,Thank
you for contacting Koons AutomotiveWe appreciate and share in your concern
regarding your treatment from our place of business and your vehicleWe also
appreciate your conscious decision to maintain your positive outlook and
control while visiting usAs
you share, cursing and becoming upset solve
nothingIn the future please visit our store and ask the General Manager,
Sales Managers, of Finance Managers to speak with the owners, if you aren’t
able to reach us via phoneWe believe the resolution to your concerns could
have been expedited We
have no knowledge of who may have shared the use of different gas exchanges and
cleaning elements as a resolution, but know this is one that often works in
similar situationsPlease share the service manager that you spoke with and
who was to meet you at 10am and which location you were meeting atOur service
manager is a female and our service location is in ***We mention
this because you may be speaking of *** *** *** *** which is located in the
same building as we are but there is no affiliation with each other regarding
businessesYour
vehicle purchase was on 6/19/It is our understanding that a repair was made
to your vehicle within the first couple of weeks of purchaseKoons paid for
this repairTypically this would be covered under our 50/day warranty
This is the period of time after the purchase of the vehicle when Koons will
perform work at our cost, you pay 50% and we pay 50% of the repair costSince
this period had expired when the need to replace the transmission was
identified using it was no longer an optionThe extended warranty you
purchased didn’t become effective until days after the purchaseIt is also our
understanding that around day the vehicle was identified as needing a new
transmission and you were placed in a loaner car during this processOur GM
and Service manager share that it took several days to actually co-ordinate and
deliver the vehicle to our shop which put the day mark in questionThey were
NOT attempting to scam the warranty companyIn our experience all warranty
companies contact the customer prior to work being performed, this is standard
procedure, not a surprise to us! But to share that Koons was attempting to scam
them is just NOT TRUEThe actual sale date of the vehicle is placed on the
warranty paperwork at the time of purchaseHow else would the warranty company
know what date their product becomes effective, days later? Since ALL
parties involved knew the start date there was no deception taking placeWe
apologize if your sales associate spoke negatively, degrading or harshly to
youThat was not his intention, nor does he remember it that wayHe did share
that he was becoming aggrevated because you continued to contact him regarding
the repairs and he had already put you in touch with our GM and Service
managerHe shared at that point you were in the best hands and there was
basically nothing more he could do to help anywayWe
work with customers of all credit back grounds dailyTo some extent your
credit may limit your purchaseBanks assess potential customers as risks based
on different factorsSome of these include credit scores, income, timeliness
of payments, revolving credit, etcWhen your credit is assessed and a
potential bank has agreed to approve your loan, they dictate to us the amount
of the down payment, interest rate, etcSo to a large degree your credit does
affect your purchase, especially in so far as the amount of vehicle you can
purchaseHaving said all of this you should have been allowed to test drive
the vehicle before purchaseYou also should have had multiple choices of
vehicles to purchaseThis is a current point of discussion between Koons and
your sales associatePlease accept our apologiesWe do care!In
reference to the point you highlighted, Koons not caring, I can share many
situations in which Koons has demonstrated that they do careOn Saturday, 9/6,
you visited the store with a vent knocked out of the back of your vehicleOur
GM showed you where someone sitting in the back of your vehicle had to have
accidentally kicked this outHe also showed the matching one that was in place
on the other side in the backThis was not something that Koons had done to
the vehicle but regardless was taken care of, at no charge to youHe also
cleaned the engine, at no charge to youYou asked to be traded out of the car
and he shared that most banks like to see 6-months of timely paymentsAt
that point we will be happy to work with you and trade you into another
vehicleIn addition, while you were in a loaner vehicle, for almost a month, you
lost the keys to the carYou wanted Koons to come and bring you another
vehicle to drive and cut new keys to the loaner car, keys you had lost, at
Koons expenseAfter days, and you not having keys made, Koons at our expense,
towed the car back to our shop and paid for new keys to be cutThis is an
expense that we should not have had to incur as Koons didn’t lose the keysWe
do care!You
share that you weren’t able to reach the owners, yet MrKoons has personally
spoken with you and you all have emailed
back and forth several times over the last few weeksWe do care!Koons
replaced the transmission, at our expense, and you have had your vehicle back
for a week or twoOn Saturday you mentioned to our GM that you are hearing a
noise under the hoodSo what does our GM do? He immediately set up an
appointment on 9/with a local shop to check out and diagnose the possible
noise, for freeWe do care!From
what we have detailed and experienced the customer service seems to be top
notch! We do care!Respectfully, Koons
Automotive

Mr*** ~You came to our store without sharing you were coming to purchase a vehicle you had found on the internetYou never shared that you wanted the internet pricing for the vehicle you purchasedPlease share a copy of the ad, from the internet, that you presented to our sales
team. Please see the *** lead that you replied to via the internetThis was the lead that enticed you to visit Koons. Koons over allowed for the two vehicles you traded inThat of a *** *** with 97k miles and a *** *** with 170K miles, per your requestYou were given $for both vehicles and the value of both vehicles was $or lessThe *** *** just sold for $600.00.Respectfully,Koons Automotive

*** ***,Please see the "we owe" attachedThis was written at the time of sale, between you and your salesman, and then you signed showing acceptance of these two itemsYou have been back and forth to our location several timesOne of these you complained about waiting hours for the detail of
your vehicle (as promised on the we owe)However, one of the hours waiting was because you arrived an hour earlyYour salesman had shared that the detailers arrive at 10:00am yet at 9:am you were at the store. During this detail you complained that it only took two hours even with two people detailing your vehicleYou shared that it should have taken at least or hours as it takes you this long to perform a proper detailIn addition, even though there is not a tire promised you on the attached "we owe", Koons installed one at our expenseAfter this you came back and wanted another tire. At this point you did speak with MrKoons who asked you to please share the "we owe" that stated Koons owed you even one tire much less twoMrKoons was waiting to hear from youThe "we owe" is attachedAgain, no tires were promised yet Koons installed one at our expenseWhen you spoke with our General Managers assistant on Wednesday of this week, you shared that you had left voice mails for the owners wife who also had not returned your phone callsYou shared her extension was This is absolutely not trueNot only is this not her extension but she meticulously returns ALL voice mails left on her phoneRespectfully,Koons Automotive

9/11/17We are in receipt of your Revdex.com complaint.As you are aware you have made several accusations regarding Koons AutoWe appreciate your input and have tried to work with you on each of these to uncover as much information as possible.In reference to your vehicle repairs, we have asked for
specific time frames your vehicle was in our shop, copies of receipts of your cash, copies of receipts for parts you, and Koons, ordered, etcWe have received none of the aboveWhen we search our systems for repair orders only one is generatedThis ticket, RO #***, is attached and was for services rendered on 2/7/The labor rate was billed out at $50.00/hour even though our rate for labor is $85.00/hourThe hours turned on this ticket are hours so $50.00/hour x = $which is what you were charged, and paid. There are two parts on the ticket, a brake reservoir cap which Koons ordered and you paid for on the ticket and a brake master cylinder which you suppliedThe repair order is correct.You approached MrKoons once requesting your receipts and he asked you to please see our service managerThis was not a three week process.Katrina K*** never accused you of not getting your vehicle serviced, never threatened you and never said anyone wasn't concernedPlease see ALL attached correspondence from herMany questions were asked in an attempt to get to the bottom of what was potentially occurring, but no accusations were madeThe repair order Katrina gave to a person to give you had already been received, by you, the week prior, from the same person.When these and other allegations were brought to John and Katrina K*** attention they acted immediately to attempt to verify themJohn had a meeting with all of the technicians shop manager and assistant managerThere was only one time that anyone could remember actual service to your vehicle, RO attachedThere were other times when your vehicle was put on a lift to inspect but no actual work was completed.The week after your vehicle was in the shop at Koons, February of 2017; it was also taken to *** for serviceTwice again after this your vehicle was taken to other shops for service.We were able to verify that an employee was using a company vehicle, he was attempting to purchase, for personal useThis has been stopped and addressed fully with the employee and two managers who were at faultCompany written policies have been put in place for this situation moving forward.Koons uses a selective hiring processIt is not illegal to hire a felonWhen we choose to do so the situation is thoroughly investigated and discussed.As for slandering you and your current employer we cannot verify this accusationThe manager you claim was slandering you was simply engaging in conversation with another employee, not you or your current employerThis manager shares that no slander was taking place just simple discussionsWe have however experienced a situation in which one of our locations has been quoted $for a job that typically costs $to complete, from a woman at your current employerAfter speaking with a manager, at your current place of employment, the price was reduced to $which is in line with pricing we have paid in the past.Lastly, we have responded to the review made by *** ***, assuming this is you....Our sincerest apologies for any miscommunication on the part of Koons, although unsubstantiatedWe wish you nothing but the best!Koons Automotive, Inc

Thank you for reaching out. As *** *** is aware Koons did promise to repair the sunroof in his purchased vehicle, along with other minor cosmetic repairsKoons has satisfied all cosmetic repairs in a timely manner and is currently actively attempting to determine a solution for the sunroof
repairsKoons had Sunroof Specialist diagnose the issue and they determined that the cables for the sunroof need to be replaced.These cables are only available to *** dealers thus Koons has contacted *** of Alexandria to obtain the necessary itemsWe have also contacted *** *** to determine the cost and amount of time needed for the installation of said cablesKoons is currently waiting for *** ***'s response so that *** *** can be contacted to perform said repair. Thank you,Respectfully,Koons Automotive

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

Thank you for your comment.This is not how it has been explained to us from our managers or the sales person you were working withWe apologize for your experience and wish you nothing but the best.Respectfully,Koons Auto

To Whom it May Concern Koons Automotive General Manager, Lyndon G***, has bent over backwards helping *** *** and will continue to do so until the issues are resolvedThe original list that *** *** presented was not items that needed to be addressedThe list continues to grow each
time *** *** returnsRegardless, MrG*** will continue to work with *** *** until the issues are resolvedThe timing of the repairs are not always under our controlSome items have been repaired by the dealer manufacturer in which we have to get on their service calendar and other by us, yet we have to wait on parts, etcWe have no reason to intentionally hold *** *** vehicleWhat purpose would that serve? How would that benefit Koons or the customer in any way? Our service manager has also been in contact with *** ***He can call ###-###-#### any time during our regular business hours and receive an update on his vehicleWe are trying and are happy to apologize but we have NOT purposefully attempted to give you the "run around"Some things are out of our control. Thank you,Koons Automotive

Mam,We are sincerely sorry for the confusionYou are welcome to purchase the vehicle at the cash price of $anytimeThis cash price was advertised on the windshield and the sales person and manager also shared that this was a cash priceWhen the store attempted to finance you in this
vehicle the only place they were able to get the deal purchased also assessed a very large fee due to your credit historyUnfortunately, there is nothing that Koons can do at this pointIf we could we certainly wouldAt no time did Koons attempt to mislead, defraud or misrepresent the pricing of this vehicle to youWe apologize if you felt so but this is NOT how we operate our businessWe do our absolute best to please each and every customer100% customer satisfaction is our goal, although we know its not easily attainedWe would be happy to assist you again at any time.Thank you for considering Koons Auto.Koons Auto

Koons Auto apologizes for any perceived dishonest, evading, inappropriate or harassing treatment you have felt or received from our dealershipCertainly that is not the intent of our company nor practices we engage in or supportWe appreciate you sharing this information so that Koons can address
it and improve our services.Let us begin by sharing that the sales person you were working with is no longer with Koons AutoSteps were taken so that the experience you shared will not happen to anyone elseThank you.The issue with the brakes was a simple misunderstanding between managers within our companyWhen your vehicle was sent to Fredericksburg our Sales Manager relayed that *** *** and *** (a company we share building space with but are not associated from a business perspective) had already checked out your vehicle and that our Service department was to repair the door lock actuatorsOur Service manager verified this was all that was needed, ordered the parts and made the repairThe repair order ticket was opened on 5/13/and closed on 5/19/but he's sure the vehicle wasn't in Fredericksburg that longKoons spent $in repairing of the lock actuatorsWhether or not the issue with the brakes was relayed or not is something the Service manager denies and the Sales manager shares he relayedRegardless, on 5/26/Koons paid *** *** and *** $to make this repair and the brake work was completedPlease accept our apologies for the confusion.As for the emissions, the county of Prince William requires that all vehicles purchased in this county have emissions performed before they can be tagged or titledPlease visit the Vadeq website for a complete explanation of why this is needed (air quality/pollution, etc.)This is NOT the responsibility of Koons to pay for or perform but the customer's responsibilityThere are signs posted throughout our dealership and finances offices stating this and you were made aware during the process of financing your vehicleWhen asked, Koons will sometimes defray this costOn 6/11/Koons Auto reimbursed you $for this expense in check #***Please see attachedIt is NOT up to *** *** and Lube to determine what Koons pays and whenThank you.As for the leak you are experiencing feel free to contact a sub-contractor we use for such issuesThe Company is *** and we are confident they will be able to assist youAt the time of sale the insulation in your trunk had not been compromised thus Koons feels no obligation to assist in this repair.Again thank you for contacting KoonsWe appreciate the opportunity to assist and value your businessWe wish to add you to our long list of satisfied clients.Respectfully,Koons AutomotivewwwKoonsofWoodbridge.com

Mrs. [redacted],We apologize that it has taken us several days to respond. However, we have fully investigated this situation, to include reading all of the text messages and do not concur with your assessment. We are confident the sales person was clear in her delivery of the terms of this agreeent....

Regardless, we will gladly sell you the product at our cost and have it installed also at our cost. Hopefully this will rectify the problem and allow you to become a happy customer and enjoy your purchase! Respectfully,Koons Automotive

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Description: Auto Dealers - Used Cars, Auto Repair & Service

Address: 15610 Jefferson Davis Hwy Ste 101, Woodbridge, Virginia, United States, 22191-4151

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