Koons Automotive, Inc

[redacted]  [redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
[redacted]
[redacted]

You purchased a 2015 [redacted] on 2/18/17.  The vehicle was in good working order and had a total of 49,284 miles at time of purchase.  A [redacted] was provided for you, free of charge, at time of sale.  The attached [redacted] was run on 9/9/17, and is unchanged from the [redacted]...

you received at the time of sale in February.  The current [redacted] and the original [redacted] still do not show any accidents on your vehicle.  In fact, [redacted] lists your vehicle as guaranteed as not being salvage, junk, rebuilt, fire, flood, hail, lemon, having actual miles driven, not a total loss, no structural damage, no airbag deployment, odometer check good, no accidents or damage and no manufacturer recalls.  In addition to this vehicle has been well maintained, please see attached.  Five + months, after purchase, you were involved in an accident in which your vehicle was rear ended.  There was approximately $2300 in damage and your insurance company provided a check for this damage.  You brought the vehicle back to Koons and demanded Koons buy back the vehicle we sold you that was initially in good working condition yet was not wrecked.  Koons did not wreck your vehicle.  Koons cannot prove that there was previous damage on your vehicle and there was an additional 6000 miles, in 5 months, placed on the vehicle.  It was also shared that you had no previous issues with the vehicle prior to the accident.   Koons graciously chose to buy the vehicle back from you at the same dollar amount you paid approximately 6 months earlier, $9999.00, through a trade and repurchase agreement.  Please see attached buyers orders.  Koons did not reimburse you the taxes, tags or warranty purchased, nor should they have.  You chose to back out of the new deal that was agreed upon and wanted Koons to pay off the vehicle you wrecked.   Koons sold you a vehicle in complete working order on 2/18/17 and you returned a vehicle with extensive rear end damage, crushed rear end, and un driveable on 7/29/17 and now are demanding that Koons pay off your vehicle.   Please see attached photos.  Koons did not wreck your vehicle and will not pay it off.  However, once again, Koons is happy to trade you into another vehicle, while providing you with a full refund of the original purchase of $9999.00Thank you 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 [redacted], and find that this resolution is satisfactory to me.  However I would like to note that 2/2017 the car did not pass Maryland inspection, and return to Koons for a rear tire,  lower control arm and misfire when starting.
Regards,
[redacted]

Mrs [redacted],Thank you for sharing the texts, again. This set of texts were sent before you actually came into the dealership. While you were at the dealership we tried to have the tv/dvds added to your deal but were unsuccessful. As you are aware we tried everything we could that would include these. We could not get the deal approved with this additional expense, thus the later conversation you had with the sales person regarding her splitting the cost of the devices/install with you. Again, Koons is more than happy to pay for your installation if you will purchase the devices at our cost. Thank you,Koons Auto.

[redacted]Please accept our sincerest of apologies. ** has experienced a recent family emergency with his mother and he has been in and out of work as a result of her diagnosis. Please know that we will definitely provide you your spare key and would also like to offer to detail your vehicle...

free of charge for the inconvenience. In the future please feel free to contact our sales manager or General Manager as they too can assist you. ** will be in touch as soon as he can set this up. Thank you,Koons Automotive

Her employees denied servicing my vehicle from jump. The week of [redacted] vacation, I notified Johnny, Donna, Stacey and a few others about getting my records. A week and a half went by with no response. Katrina K[redacted] or Teresa. EIther way they have expressed on their side stating they wanted exact dates and etc so that they could build a case. I dont have the exact dates because I was never given a receipt from jump. At first they stated there were no records then one was found and their stry changed. If they dig deeper or if their manager did her job correctly I would have all of my records. After the fact the employees and Mrs A[redacted] have approached me at my work place with a bad temper demanding for a signature and standing over me with her daughter at the side walk as if they were attempting to bully me. This company needs to be investigated. I am over it and will have to replace a part that they repaired. Also, in the receipt given they did not bleed the booster. I have compared the work order with two different service companies and they both state that the 1.4 hours do not add up to the proper service. Please ask Katrina to also send the screen shot of them still contacting me after the fact. The same way they have felons working in their woodbridge facility posing as salespeople are the same way they are covering matters. 
I am rejecting this response because:
Regards,
[redacted]

Dear Sir, We are in receipt of your complaint and apologize for the inconvenience. We've spoken with your sales person at length and he shares that he has spoken with you a few times since the purchase of your vehicle. He shares you all discussed the spare key and what he told  you...

was that if we had a spare key, or if one was sent to the store, he would make sure that it was given to you. He also felt as if during the last conversation there were no further issues and you were happy with your purchase. We have attached the original "we owe" denoting the items that Koons owed you at the time of sale. Per the "we owe" Koons is responsible to repair the damaged door on the passenger side of the vehicle. In addition Koons is happy to share the cost of the spare key with you. Please go to a licensed [redacted] dealer, of your choice, purchase the spare key and send a copy of the receipt to:Koons Automotive[redacted]Woodbridge, Va [redacted]Attn: Accounts PayableDenote the address you would like our check mailed to as well please.Thank  you for your concern and we trust this resolves the issue in full.Respectfully,Koons Automotive

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:December 5, 2017 Dear Katrina K[redacted], Koon’s Automotive, Thank you for your December 5, 2017 response to my complaint submitted to the Revdex.com on Nov. 21, 2017. This complaint was submitted after having been promised in the form of a text dated October 5, 2017 that Koon’s Automotive would include the DVD and installation as part of the deal. In your response you read all of the text messages and do not concur with my assessment. You also stated that you are confident the sales person was clear in her delivery of the terms of the agreement. I do not find your response satisfactory and therefore am sending this reject business response.Upon delivery, Ms. H[redacted] never stated that she was resending the promise of the DVD and installation as part of the deal. If she had I would not have followed through with the sale. Throughout my text correspondence with Ms. H[redacted], I was assured that the deal would include both the DVD and installation.   It wasn’t until after multiple follow ups and excuses by Ms. H[redacted] that on Nov. 13th Ms. H[redacted] made me aware of the said change in agreement.    I appreciate your December 14, 2017 offer to sell me the DVD product at your cost and have it installed at your cost.However, I purchased the vehicle with the promise that the DVD and installation would be part of the deal.It is my expectation that Ms. H[redacted]’s promise will be fulfilled. In turn will  rectify our problem and assist in making me a happier customer. Best, 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint:...

[redacted]
I am rejecting this response because:The business address is [redacted] Culpeper Va [redacted]. Financing is under my husband's name [redacted], I am sure you will find him. This doesn't make sense, the day we were picking out a car we were told that we can pick any car from any Koons location if they didn't have one that we liked. Also, we were offered the extended warranty and we were also told that we can take the car for service at any Koons location. The Koons in Culpeper is operating under Koons and they also use the same logo. The Woodbridge location has a big framed photograph of the Culpeper location and the managers in the showroom lobby. Regards,
[redacted]

Koons Automotive is sincerely sorry for the delay to [redacted]. In our research we found that both Bryan and Doug stated they shared "if there were an additional set of keys they would be in the Woodbridge location." [redacted] then called our Woodbridge location where Mr. G[redacted] was caught off guard...

as he had no previous knowledge of this situation.  Both Bryan and Doug should have followed up and and shared whether or not an additional set of keys existed. If there are spare keys Koons always passes them on to the customer, we have no reason to withhold them. It is my understanding that our service manager spoke with [redacted] on 12/18/14. He had ordered the key and fob and [redacted] was to pick them up today, 12/19.  Koons will take care of all costs associated with this and the issue seems to be resolved in full.Thank you,Koons Automotive

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: I have told you numerous times what the sales rep name was from the beginning ( Decker ) and the fact that I am being told that no knows of this sales rep is again very concerning to me that a company could have someone in there building and on their property selling items and yet no one knows who's it is . Orlando from the Fredericksburg location where I purchased my vehicle knows this man. Since I have spoken to Orlando and he is saying that that weekend there was a liquidation sale which you guys paid some extra sales people in to sell your vehicles and that decker was their supervisor , But to me all I see is sales people selling for Koons automotive and he had to check numerous times with Orlando or whomever was in the building to approve this letter that was written at the time of the sale. Then a finance guy came to my work and dared me to come to Koons and try to refinance or trade in my car so he can blow up my interest rate because his uncle had a bad experience at the place I work at. I have gotten nothing but lied to and threatened but employees at your company. Like I said before I would have never purchased this vehicle if this letter wasn't written ....it was the stipulation for me buying that I could come back after 6 monthly on time payments and refinance my car to get a lower interest rate so I wouldn't have to pay 549.00 a month for this vehicle. The exact line I was told is " 549.00 is only for the first 6 months because of the bankruptcy but make this first 6 monthly payments on time and then come back to this location and refinance and the bank will lower the interest rate and your payments will be around 325.00 , think about it if you can make payments of 549 then the bank will know you can make 325 its only logical , but if you come back and don't want to refinance and would rather trade it in then we will give you the amount that you paid back for the trade in as long as no derogatory remarks on your credit  " ( which there aren't anything bad remarks that wasnt there when I bought the car ) thats why I came back in 6 months, which I do not want to trade the car in I love my car but I do need to lower my payments and I feel this should be honored because this is what I was told and if not then the car was only purchased based on deception by your Fredericksburg location. I would really like to get this resolved because I feel I should not even be having to be going through this as the reason why I got the letter.
Regards,
[redacted]

Thank  you for your concern. Koons Automotive shares in this concern and is NOT refusing to release the  title to  you or the Credit Union.  Koons Automotive  is bound by signing and cashing the check from your Credit Union to record a lien. The verbiage on the back of...

the check stated "by cashing this instrument the dealer is required to record a lien against said vehicle".  In addition, we have a letter from Virginia Credit Union stating the title has to be mailed to them....please see attached. We understand that you have shared you want to pay your own taxes and tag fees independent of the dealership, and that your Credit Union shares a lien does NOT need to be recorded. Our sales manager, Jonathan R[redacted], has spoken several times to [redacted] at the Credit Union who continues to confirm this as well.  However, Ms. Cash will not provide this in writing to Koons Automotive. Koons hands are tied. We have cashed the Credit Union check, thus binding ourselves to record a lien. In order to record the lien we are required to pay your taxes and tag fees which total $586.59. Now that you have paid Koons the taxes and tag monies we will proceed with recording the lien and will mail  you your tags. Hopefully this resolves this matter in full.....Thank you,Koons Automotive###-###-#### (Title Manager)

Thank  you for your comment. As you know we are in the business of selling vehicles. We have no reason to continue to ask for proof of income unless the banking institution we are working with is asking us for the information. We only asked you to provide what was asked of us. We would have loved to have sold you a vehicle. Loved to! The banking institution we were working provided a pre approval which means if you can provide proof of what you have shared on the credit application they will approve the loan. The bank did not feel as if the proof provided was sufficient, or authentic, this had nothing to do with Koons. Koons trusted the information you provided and allowed you to take our vehicle pending the bank approval, which never happened. At this point we had no choice but to take the vehicle back. You paid $500 of $650 due. Koons refunded you $250. So you drove a vehicle for two months for $250. We consider this a very fair experience and wish you nothing but the best. If you could help us collect money due since Aug/Sept of 2015 from your close family member we would be most appreciative. Respectfully,Koons Auto.

2/14/16Revdex.com1411 K. St. NW10th FloorWashington, DC 20005[redacted]Alexandria, Va [redacted]Complaint ID#[redacted]Dear [redacted] & Revdex.com,Thank you for taking time to contact us. We value you and appreciate your feedback. We apologize you feel the circumstances...

surrounding the purchase of your vehicle were less than desirable and that you feel Koons was transparent and dishonest. This is never our intent! Please note Koons sublet the paint work on your vehicle to another body shop as we do not have a service facility at this location. This could account for the amount of time it took to perform the work as we have no control of another businesses schedule. We are happy to ask the body shop to redo their work if it is not acceptable to you and warrants being repaired. We have reviewed the paperwork in your deal jacket. The application that we submitted to the Credit Union had your social security number typed in it. The number ends in [redacted]. We have a copy of this if you would like to view it. This social security number, ending in [redacted], matches the social security number pulled on your credit report. We also have a copy of this if you are interested in viewing it. The payoff authorization paperwork you signed has your name on it and a social security number that you hand wrote in ending in [redacted], not [redacted]. We have a copy of this if you want to view it. The registration paperwork for the trade-in vehicle had ONLY your name on it, no one elses. The title to the trade-in vehicle had ONLY your name on it, no one elses. We are happy to provide all documents for your viewing. Because you signed the pay-off authorization, the registration and title were ONLY in your name and you signed a power of attorney allowing us to reassign the title of the trade, we could proceed with paying off the loan and reselling the vehicle. We have done so. Your trade-in sold shortly after it was traded in and has been retitled to the new owner. Again, thank you for contacting us. We are more than willing to look at your vehicle, confirm the deficiencies in the paint work, and repair the work if needed. Respectfully,Koons Automotive[redacted]

Hello,
The bottom line is that Koons has tried and we do care! Again, you can take the car anywhere you want and have the repairs made. But depending on where you take it there may or may not be a diagnostic fee. Koons was trying to avoid you paying this fee thus we set up an appointment with the manager at [redacted] on your behalf. We confirmed this appointment with you and you did not show. We will also diagnose, for free, and repair any issues at our shop in [redacted] however, you did not want to drive to [redacted]. We have tried! We cannot diagnose an issue when we do not have availability to the vehicle.
Our General Manager has ridden with you in the car and none of the issues you describe could be dulplicated.  At this time you even shared that the engine not firing had only happened once.
Again, the DATE of the Warranty purchase is listed directly on the paperwork of the warranty. There is NO way that Koons could attempt to scam the warranty company, nor would we!
We have shared that we will gladly attempt to trade you out of the car after 6-8 months of timely payments. Until then it will be counter productive for both of us.
If you choose to let [redacted] diagnose the issue you are experiencing, and they can duplicate the issue, Koons will gladly allow you to use a loaner vehicle. We were never approached regarding your use of one until this exchange.
Respectfully,
Koons Automotive

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 10679607
I am rejecting this response because:  My acceptance of a response from Koons is contingent upon the fixing of the ding on the right front door of the vehicle.  In reference to the business' last reply, I have attached a copy of the advertisement that shows the advertised price of the vehicle at $23,995 whereas the vehicle was sold to me for a total of $32,225.50.  This is a price increase of $8230.50.  It is true that Koons allowed me $5000 for the trade-in but in returned increased the price of the vehicle by $8230.50.  Even if they had only allowed me $2000 for the trade-ins, I would not have felt that I was unconscionably cheated had the $2000 been deducted from the advertised price versus the $5000 from the grossly increased price I was charged.  I became vulnerable to being cheated because I had poor credit and they had obtained credit approval for me.  Had my credit been good I would have never gone to a used car dealer in the first place.  I will be submitting a separate complaint to the Revdex.com indicating the unconscionable increase in price I was charged for a used vehicle that had some deficiencies that needed to be corrected.Hopefully the attachment with Koons last response will not go public unless the personal information on it is redacted.  The attachment included my social security number as well as other personal information.
Regards,
James [redacted]

Sir,We have spoken with the store General Manager and Assistant Manager. Unfortunately, neither of them remember these promises to you nor, according to them, did they put anything in writing. Please scan a copy of what you share you received from our location so we can view it and verify its...

authenticity. In the history of our company, and to our knowledge, we have never put such promises into writing. The reason we choose not to put such promises in writing is because there are no guarantees that we can obtain the financing needed at a later date in time. We always do our best to obtain the best finance rate for our customers but no one holds a crystal ball into the future to be able to guarantee such pricing. There are other factors involved that are beyond our control as well, such as your timely payment, the condition of the vehicle, mileage on the vehicle, etc. Therefore it is merely impossible to promise and guarantee such claims. Please provide a copy of what you share was put in writing to you. We are happy to assist you in any way that we can and will work our hardest to provide the best possible deal we can.Thank  you,Koons Automotive

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: Dear Koon’s, Once again, thank you for your response. The purpose of my continued need to include the text correspondence between Ms. H[redacted] and myself is that you fail to understand my complaint.  1.       At no point did Ms. H[redacted] communicate to me that the tv/dvd was removed from the deal that she had put in writing would be included. It is my feeling that this was avoided due to how important the features were in the closing of my sale. 2.       At no point did the finance department indicate that the tv/dvd was removed from the deal based on any additional expenses. This may too have been helpful when providing good customer service while reviewing the contract. 3.       A conversation that Ms. H[redacted] would split the cost of the devices and installation never occurred. 4.       As stated in out text messages prior to the purchase, I made Ms. H[redacted] clearly aware that the tv/dvd was a paramount feature for me or I would not be making the purchase.  This is evidence in the text correspondence when Ms. H[redacted] shared that she had a second buyer that was interested. Please note my clear response stating that “without a tv/dvd, the second buyer could buy it”. Instead Ms. H[redacted] assured me over again both verbally and in writing that” the tv/dvd would be part of the deal and that she would take care of me”.   5.       It was not until Ms. H[redacted] benefited from the close of the sale and I drove off the lot, that she began changing her promise. This is evidenced in my text offering to return the vehicle and Ms. H[redacted]’s response promising that she would take care of me. 6.       It was far after the sale that in texts messages that Ms. H[redacted] talked about her purchasing the tv/dvd from outside of Koon’s. She ask me to send her pictures of the ones that I like from [redacted] (picture in text message).  I ask:1.       Are you able to provide any evidence that Ms. H[redacted] or your finance department communicated to me that the tv/dvd would not be part of the deal? One would think good customer service would have included such information when knowing how important a tv/dvd was to me and my happiness with the sale. 2.       If Ms. H[redacted] offered to pay for half of the tv/dvd installation, why is Koon’s offering installation for free, but requesting me to buy the tv/dvd?  3.       How much proof do you need from me to demonstrate that Ms. H[redacted] told me if I purchase the vehicle she would take care of the tv/dvd? Does it make sense that I would continue to invest as much time as I have otherwise?  I know that Ms. H[redacted] has only been with your company only for a few months. Based on my experience with her, I can’t help but question why she lost/left her last job if she built reputable relationships with previous customers.  The sad part is that the promises Ms. H[redacted] made to me through Koon’s or outside of Koon’s has tarnished my relationship as a Koon’s customer. One can’t help but assess that Koon’s puts their sales people first, not their customers. 
Regards,
[redacted]

Complaint ID#[redacted]Dear [redacted] & Revdex.com,Thank you for taking time to contact us. We value and appreciate you and your feedback.Weapologize for not sending a final response in the allotted time allowed by Revdex.com as we take pride inresponding and attempting to rectify any and all situations. My wife had a family member pass away in NC and was out of town for a bit thus our delay,We apologize that you may feel Koons was transparent and not honest. This is never our intent We began conversing about this note in the middle of December. Not once was a name given, nor legible to be read, until middle of January when you shared the person was Decker. We have spoken with all of the employees at the Fredericksburg location and no one recalls this conversation or note, again our apologies. Regardless, we have no reason to lie to you. In all the years that we've been in business We've never had a customer come back with a hand written note of this nature. Our employees know and have appropriate paperwork with Koons letterhead that represent virtually every situation that we could encounter. We are not lying, calling you a liar, or trying to be dishonest in any manner. We will be happy to help you refinance the vehicle, if we can find a bank willing to do so. We work with over 40+ lenders so there is a great possibility that we can help! We will work with you on the trade in amount and   promise to provide fair trade in value with the condition and mileage on the vehicle taken into consideration as Wel.We sincerely appreciate your Service to our Country and would like to share that we value you and your Service. We have no reason to treat you differently or disrespect you in any way. It is our pleasure to be able to Work with you.Again, thank you for contacting us. We are happy to help in your refinance process if at all possible. In the interim I have included several free oil change coupons and free detail certificates for your personaluse.

Ms. [redacted] ~Please see the attachments. 1) The check for reimbursement for your emissions. Check # [redacted] for $28.00 dated 6/11/15. As shared earlier, Koons is not obligated to pay this for our customers. This is your responsibility. Koons will often pay for the emissions if asked. You did not ask, yet when confronted Koons did pay on your behalf regardless. This check has not been cashed as of 7/13/15. Koons can stop payment on this check for $35.00 and reissue to you at your new address. Also attached is the check request and the actual emissions report. Please advise.2)  The Buyers Order or "bill of sale" dated 4/29/15, not 4/25/15 as you suggest3)The Koons 30 day Warranty as signed by you at the bottom. Please see this warranty is for a duration of 30 days or 1000 miles, whichever comes first. Water damage is not covered under this warranty. In your 6/16 Revdex.com review you shared that "you contacted Koons 2 weeks ago to inform them that my trunk insulation was compromised and water was leaking in." Two weeks prior to 6/16 is 6/2. This is several days after the warranty period expired. 4) Protective Warranty. Please read the attached warranty. No where on the warranty does it state that "the consumer must report car issues to the dealership before pursuing repairs." This is news to Koons as we have never heard this from the warranty company Protective. Koons does not approve or deny Protective warranties, only Protective does. Protective is not associated with Koons Auto. from a business perspective. Please contact Protective to locate a service facility in close proximity to you. Protective has participating service facilities throughout the US. As for the brakes it was a simple mistake. Again, all that was relayed to OUR service facility in Fredericksburg was that lock actuators were needed. Our repair facility had no knowledge of work that was needed on the brakes. Regardless, Koons paid for [redacted] and Lube (again not associated with Koons Auto. from a business perspective) to repair the brakes. Reference service repair order on first Revdex.com submission. The date of 5/26/15 is only the POSTING date and NOT the date of repair.  Again, 5/26/15 is the date our Assistant Service manager posted the tickets from the repair of your brakes. Please do NOT attempt to mislead with these dates. We apologize that we are not able to please you with our response. Koons is not attempting to mislead or misconstrue the facts only relay them. We wish you nothing but the best!Respectfully,Koons Auto.