Koons Automotive, Inc

Review: I purchased a 2005 landrover LR3 with transmission , electronic, and suspension issues that were suppose to be fixed at the time of purchase .....I purchased the vehicle on 10/17/13 ......it took them from that date until 11/6/13 to fix the vehicle...they finally call me and told me my car was ready ....I picked the car up just before closing one evening get half way home and the front end is shaking and the car is shifting funny...the front tires were bald ....the next morning I called to explain my problems and I have been getting the run around ever since ....and the kicker is ....at the time of purchase I was told that I have a service contract for the time of the loan.....sooooo since I have that I decided to get the repairs done on my own only to find that I was lied to and there is NO service contract....so now I am seemingly stuck with a car that I am paying 471 a month for....for the next 39 months that I cannot driveDesired Settlement: I want them to honor the service contract and FIX MY CAR!!!

Business

Response:

To Whom It May Concern,

A Virginia State Inspection was performed on **. [redacted]'s vehicle by [redacted], an independent inspection company not associated with Koons Auto. If there were an issue with the tires on this vehicle it would have failed the inspection process. It passed.

**. [redacted] looked at several vehicles while he was at Koons. Some of our vehicles come with manufacturers warranties and others do not. This varies according to the make and mileage of the vehicle. All of our vechiles come with a 1 month/1000 mile power train warranty and a 50/50 warranty. As evidenced by the buyers order in which **. [redacted] signed, there was no additional warranty purchased for the 2005 Land Rover. There was a gap policy purchased. He may have gotten the warranty information confused between the different vehicles he was looking at.

Shortly after **. [redacted] purchased the 2005 Land Rover he moved North of [redacted], not local to our store. Well over 1000 miles were put on the vehicle in a short period of time. Mr. Koons spoke with **. [redacted], as he was still driving the vehicle, and shared that he would have a Sales Manager contact him, the same day, and they could determine an independent shop to take the vehicle to for diagnosis. [redacted], Koons Sales and Finance Manager, did in fact contact **. [redacted] the same day and was cursed out. There was not a scenario that was acceptable to **. [redacted].

Koons is happy to diagnose the vehicle in our shop in [redacted]. We are also happy to work with a mutually agreed upon independant shop in his area. We are not willing to be cursed out while trying to work through this potential issue.

Thank you,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

It is a lie!!! I only looked at 1 vehicle and it was the one I purchased ..... And I was told that I had a full service contract for the life of the vehicle loan ..... And NO ONE was cursed out because NO ONE ever called me back to set up any repair arrangements ALL LIES!!

Regards,

Business

Response:

Koons has offered to diagnose any issues at our shop in [redacted], this offer still stands. Koons has offered to work with a mutually agreed upon shop in **. [redacted]'s new location, this offer still stands.Mr. Koons did speak with **. [redacted]. [redacted] did attempt to speak with **. [redacted] in an attempt to work out the two offers above. Koons has NEVER offered a full service CONTRACT for the life of any vehicle other than the 50/50 warranty which is for one month or 1000 miles. On the 50/50 warranty, the labor, parts and repairs of the vehicle are computed at Koons cost, Koons pays 50% and the customer pays 50%. Koons offers a variety of additional warranties for purchase. **. [redacted] chose not to purchase an additional warranty. We are happy to work with **. [redacted] on any of the offers above.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

This is not the agreement at the time of purchase . I was promised a service contract for the life of the loan NOT the life of the vehicle the things that were wrong with the car were suppose to be fixed when they gave it to me and nothing was done rear windows not working rear hatch not working transmission slipping ripped middle bezel suspension issues in the front. There was no 50/50 anything they were suppose to fix these issues before I took possession of the vehicle ..... They had the car from 10/17 till 11/4 and did absolutely NOTHING AND THATS NOT FAIR ... I have been consulting with my attorney

Regards,

Business

Response:

The issues continue to change......On 11/26 it was transmission, electronic and suspension issues and now its the rear window, rear hatch, transmission slipping and ripped middle bezel suspension issues in the front. On 11/26 **. [redacted] shared that he had the vehicle repaired. If so what was repaired? Again, Koons is willing to diagnose any issues at our shop in [redacted], or work with a mutually agreed upon shop in **. [redacted]'s current location.

Koons has NEVER offered a service contract for the life of the loan. Never. Again, there are a variety of warranties for purchase and **. [redacted] chose not to go this route. I have conferred with the sales manager on this sale who confirms that a Warranty for the life of the loan was never offered. This the first complaint, that I am aware of, in the history of our company that includes such a claim. It just doesn't occur because Koons has never sold or marketed this option.

Koons is attempting to be fair and reasonable. It does not seem **. [redacted] wants the same resolution as evidenced by his responses.

Again, we are happy to try and assist **. [redacted] in the resolution of the issues at hand.

Review: I purchased a vehicle at 10:30pm on June 17, 2014. On June 18, 2014 I contacted the dealership to let them know there was a bad sound coming from what sounded like the rear axle. I was told to bring the vehicle back and they would see what they could do. I took the vehicle back by 6:00pm on the 18th of June, 2014 (I had the vehicle less than 24hrs). I told them I was very uncomfortable with that vehicle considering that I have three children to transport daily. I expressed my concerns and told them I did not want that vehicle and would feel better if they put me in something different. I was assured by the gentleman that they would see what they could do to put me in a different vehicle. They gave me a loaner car and told me to contact them the next day, Thursday, June 19, 2014 to work things out. That Thursday, I called Mr. A[redacted] several times and could not get a return phone call. I finally emailed him and he let me know they were seeing what they could do to get me a different vehicle, but in the meantime they took the purchased vehicle to [redacted] to have it looked at and fixed. I told Mr. A[redacted] that was fine, but I really didn't feel comfortable in that vehicle and wanted a different car. He let me know he was talking and working with the general manager to see what they could do. On Friday, June 20, 2014 I attempted to call the dealership several times and could not reach Mr. A[redacted] the entire day. On Saturday, June 21, 2014 I emailed Mr. A[redacted] again to find out if they were ready to try and switch the car. He then told me that I had purchased the car and it was mine and basically that I was stuck. I asked him if that meant they were not willing to work with me on the vehicle and he never responded to me. I sent another email stating that since I had not heard anything I would seek legal counsel. Two weeks later, on July 1, 2014, the finance company called to follow up on the purchase and I explained that I have not had the vehicle since June 18, 2014. They called the dealership and the dealership told them that my originally purchased vehicle was fixed and ready for me to pick up. They advised me to call the dealership. On July 2, 2014 I received a voicemail at work dated July 1, 2014 from Mr. W[redacted], the original salesman that sold me the car. He asked me to call him about my car. I returned the call on July 2, 2014 and Mr. W[redacted]' first question to me was "Where is your car?" my response to him was "You tell me, I dropped it there on June 18, 2014," . Mr. W[redacted] then asked me to come to the dealership that day to work something out. I arrived at the dealership and Mr. W[redacted] had knowledge that I was unhappy with the vehicle and wanted something different and he assured me that they would try to work with me to get me a different vehicle. However it could not be done that day, so I was to take the loaner car again and come back the next day, July 3, 2014. I let Mr. W[redacted] know that I can come back but I could not come until after work and that I could not stay all night as I was preparing to leave out of town on a trip for the holiday. He expressed that he was leaving town too and that it may be better to come the following week once we had both returned and would not feel rushed. He gave me the loaner car back and we agreed I would contact him Monday, July 7, 2014 to set up a time for me to come back. I called Mr. W[redacted] on July 7, and he asked that I come to the dealership on July 8, 2014 to work everything out. I arrived at the dealership around 6:45 on Tuesday, July 8, 2014 and Mr. W[redacted] said he was working with the General Manager to try and get me another vehicle, but it would take some time and he needed me to come back. I agreed to call him on the next day but felt like I had a wasted trip to the dealership. He renewed the temporaty registration again and I took the loaner car again. I contacted Mr. W[redacted] the next day and he asked me to call him on Friday that they were working with the finance company to get everything straight. I called on Friday, July 11, 2014 and Mr. W[redacted] asked me to call him on Saturdy, July 12, 2014 to set up a time for me to come in. On Saturday, July 12, 2014 I called Mr. W[redacted] three times to be told he was busy with other customers and ultimately that he would have to see me the following week on Tuesday, July 15, 2014. On Monday, July 14, 2014 I called Mr. W[redacted] to make sure that Tuesday was still going to be a good day for him. He agreed. Around 1:00pm on Tuesday, July 15, 2014 I called Mr. W[redacted] to confirm that he would be ready for me and that this would be a smooth process. He agreed and set an appointment for 6:30pm. I arrived at the dealership at 6:30pm on Tuesday, July 15, 2014 and Mr. W[redacted] was asking me to fill out another loan application. When I questioned it, he stated that they have to run my credit again because it had been 30 days. I acknowledged that it had been less than 30 days and they didn't need to run my credit again because this time I would have my credit union to finance the vehicle. Mr. W[redacted] then walked around back and forth, in and out of the General Manager's office. I contacted my legal advisor and let her know what was happening at this point in the dealership. I was at the dealership for almost two hours, sitting and not shown any vehicles, but was constantly being told they are trying to work with the finance company. Finally at 8:00pm I was advised by my attorney to leave the dealership because they were not trying to work with me. I placed the rental key on Mr. W[redacted] desk, thanked him for his time and told him I was leaving. Mr. W[redacted] then wanted to run our after me and now try to show me vehicles in the pouring rain. I had expressed that I have already contacted someone to come and get me and that I could no longer wait. Mr. W[redacted] then asked me to take a walk with him in the rain to look at vehicles and I refused based on wearing a dress and high heel shoes with no raincoat. He then brought a vehicle around to where I was waiting for my ride and I let him know that I was no longer interested because it was very obvious they were not trying to work with me. I had been back and forth to the dealership 4 or 5 times, called countless times and if they were really trying to work with me it would not have taken until 8:22pm for him to show me a vehicle after I called at 1:00pm to confirm everything would be ready for me and I had been there since 6:30pm. He then had his General Manager to come out and talk with me. He expressed that they were trying to work with me and I expressed that they were not. I expressed that this had been going on for four weeks and I had had enough. He stated that he was on vacation when I brought the vehicle back and didn't know all of this had happened. I told him he was there every time I came back to the dealership because I looked him in his face each time. Then he explained that they didn't know where the original vehicle was and couldn't find it. I explained that was not my problem and that I would not be dealing with them anymore. I took his card and left.Desired Settlement: Cancel the loan with the finance company and refund my deposit on the vehicle.

Business

Response:

[redacted],Please accept our sincerest of apologies! My husband and I received your complaint on 7/27/14 via email from the Revdex.com while we were out of town. We returned on 7/28 and began the investigation into the issues below. We have discovered the following:On Monday, June 23, Koons took your vehicle to [redacted] so that the rear axle noise could be identified and repaired. It was around this same time we were told [redacted] hired a new service manager. After not hearing from them for several days our staff phoned only to learn that they did not have your vehicle, and had never completed any work on it, or so we were told. Our General Manager and Sales Manager knew that could not be the case as they specifically remember the vehicle being delivered to [redacted]. Two to three different times our GM scoured their lot in search of your vehicle but could not locate it. Our staff continued to call hoping to jog someones memory and locate it. Finally, our Finance Manager walked their lot yesterday and much to the surprise of [redacted] found your vehicle cleaned, serviced, plastic mats throughout, etc. locked within the pad lock back fencing on the [redacted] lot (our General Manager did not have access to this locked/secured area earlier). We found there was a bulletin, or recall, on the rear axle area of the vehicle and [redacted] had completed the repairs to factory standards. Needless to say, the Service Manager was astounded, apologetic, and confused. He didn't understand how this could have happened, nor do we!We attempted to bring your vehicle to our dealership yesterday however [redacted] could not locate the keys. This morning they were found and we were able to retrieve your vehicle. At this point, we have thoroughly tested and reevaluated your vehicle. There are no noises present in the rear of the vehicle and it seems to run perfectly.Again, we are sincerely sorry for this mishap and the circumstances that you had to go through. Specifically, for the amount of time you had to wait on our managers to assist you. We can think of no valid reasons that would substantiate this and can assure you this will be addressed. We trust that being able to use one of our loaner cars throughout this process was helpful to you and your family. Please feel free to come and pick up your car at your earliest convenience. We are also happy to discuss the details surrounding this transaction.Thank you in advance,Katrina K[redacted]

I recently purchased a vehicle from Koons and was very happy with there service AT FIRST. Koons promised us (in writing) that they would replace our brakes and roters. They promised it would be done the following day. When we came the next day to pick it up they gave us two different stories. One story being that there worker didn't come in and the other that we have "custom brakes"... we bought a pickup truck... not a racecar... but anyways, we gave them the chance to get it fixed. When we finally got the vehicle back after a couple days they told us that they had replaced all 4 brakes and roters. When I climbed under the vehicle and really looked at the brakes I came to realize that they had lied directly to my face and only replaced one set of them. We brought the vehicle back another day for them to replace the other set of brakes and roters. They also said they would look at the Universal joint... which they never did so we brought it back... AGAIN.. and they said they basically couldn't do anything. After many many excuses and diversions we will NEVER EVER bring our service to koons ever again nor will we reccommend it to a friend or family member. We rather ride a bicycle to work than have to buy another vehicle here.

Review: I have had my car for 7.5 weeks and it has literally been in the the shop for nearly 6 of those 7 weeks. The original reason that I came in for service was because of a severe lack in power due to an unknown electrical/engine issue, bad brakes and the tire monitoring icon itermittingly coming on. I purchased the extended warranty and these things should have been repaired straight away. There has been a long delay in recieving my car, numerous low quality loaners and lots of gas burned returning to the dealership only for my car not to be ready and returned to me dirty, with an empty gas tank and the problem still outstandinng. The electrical/engine issue or the brakes could have KILLED me! Inexcusable.Desired Settlement: If the car is not repaired after latest delivery on 8 September 2014, I am demanding that I get a full refund and my loan cancelled so that I can search for another vehicle from ANOTHER dealership. At this point, I am not interested in doing business with this dealership. They have lost what could have been a loyal customer.

Business

Response:

9//9/14Dear [redacted] and [redacted],Please see the following attachments:Letter from

Koons Auto.**. [redacted]

purchased a 2009 [redacted] from us on 7/18/14. Koons worked diligently

to get **. [redacted] into a vehicle as her circumstances were difficult to

overcome. We work with 40+ lenders and continued trying until we were able to get

her financed. She was gracious enough to come back and forth to the dealership

3 or 4 times during this process. Before the

purchase of this vehicle there was a 27 point inspection performed, in which

this vehicle passed, an internal detail service, and the replacement of the

battery. On 8/4 the vehicle was brought back to Koons with a rattling noise.

The engine shield had been knocked off so Koons resecured it at no cost to **.

[redacted]. At this time it was reported that the passenger side windshield wiper

was inoperative so Koons replaced this, at no charge to **. [redacted]. An intermittent

sensor and the accelerator pedal were also replaced, free of charge to **.

[redacted]. Again, these items initially passed during the inspection process but

Koons repaired them at our expense regardless. In short,

Koons jumped through many hoops to satisfy **. [redacted], each and every time

paying for the potential issue at hand. There were several times when not only

Koons, but other new car dealerships, could not duplicate the problems as

described. Regardless, we repaired each and every issue that was shared with us

and her vehicle was returned to her in good working order on 9/17. An internal

and external detail service was performed along with a half of a tank of gas

installed. Our General

Manager did share with **. [redacted] if the issues could not be repaired we would

attempt to trade her out of the vehicle. All issues were repaired yet **.

[redacted] stated that she received an approval from another dealership and wants

us to buy the vehicle back. It was never discussed that the vehicle would be bought

back if all of the issues were repaired. Koons went

over and above to satisfy **. [redacted]. We returned to her a car in excellent

condition. We repaired items that were in good working order when she initially

received the vehicle. She was in a company loaner vehicle any time that her

purchased vehicle was being repaired. There were no out of pocket expenses to

**. [redacted]. We are

sincerely sorry if this resolution doesn’t please **. [redacted] however; Koons

has made every effort to exceed her expectations.Respectfully,Koons

Automotive

Review: I received an advertisement mailer on June 25, 2014 from Koons of [redacted] ([redacted], VA [redacted]). On the mailer it contained a "Scratch & Win" game card that stated if you match "3 identical numbers in a row (horizontal, vertical, or diagonal) YOU win! If you are a winner call immediately!" When I called the number provided, ###-###-####, I was greeted with an automated message saying "congratulations please proceed to even headquarters to claim your prize." When I arrived at the dealership to claim the prize, I was approached by a salesman. He asked us to sit down and we would get started on buying a car. I advised him that I wasn't here to buy a car today, but to claim the prize that I had won from the mailer. The salesman proceeded by stating that I had not won. When I presented him with the mailer, he said "that's how American advertising works" and that this went out to 50,000 residences with only one winner. Not only was the salesman arrogant and rude, this whole mailer was complete false advertisement. This needs to be corrected so others don't waste there valuable time on a business that obviously doesn't value potential customers' time.Desired Settlement: The $100 it claims that I won based on flier that I received in the mail from them along with a public apology for wasting our time and I'm those of many others.

Business

Response:

Thank you for your comments and concern **. [redacted]!

We appreciate your willingness to come visit our store and are apologize that you were not a winner of one of the 3 main prizes. Hopefully you did walk away with at least 3 or more gold coins.

As you have shared this is an advertisement regarding a sale that we are promoting. Please see on the flyer itself the disclaimers that are listed in two separate areas. I have copied and pasted it here.........

(1) Vehicles subject to prior sale.(1) 2006 [redacted] (Stk #[redacted]) Sale price: $9,995.00. $4,200.00

down payment plus tax, title, and license fee of $795.05. $100.00 per month for 72 months at 3.00%A.P.R.

Amount financed $7,200.00 Total of payments $7,200.00. With approved credit.(2)2010 [redacted] (Stk

#[redacted]) Sale price: $10,995.00. $4,208.00 down payment plus tax, title, and license fee of $836.75. $115.00

per month for 72 months at 3.00%A.P.R. Amount financed $7,623.75 Total of payments $8,280.00. With

approved credit.(3)2010 [redacted] (Stk #[redacted]) Sale price: $10,995.00. $4,208.00 down payment plus

tax, title, and license fee of $836.75. $115.00 per month for 72 months at 3.00%A.P.R. Amount financed

$7.623.75 Total of payments $8,280.00. With approved credit.(4)2011 [redacted] (Stk #[redacted]) Sale price:

$11,995.00. $4,317.00 down payment plus tax, title, and license fee of $878.45. $130.00 per month for 72

months at 3.00%A.P.R. Amount financed $8,556.45 Total of payments $9,360.00. With approved credit.

(5)2008 [redacted] (Stk #[redacted]) Sale price: $12,995.00. $4,317.00 down payment plus tax, title, and license

fee of $920.15. $145.00 per month for 72 months at 3.00%A.P.R. Amount financed $9.598.15.00 Total

of payments $10,440. With approved credit.6) With $7,500 minimum purchase. With approved credit. With

credit score of 750 or greater. Non-negotiable. Void where prohibited. Voucher has no cash value. One voucher

per pre-owned vehicle purchased. This is not a rebate. See dealer for details. Cannot be used in conjunction with

any other offer on this flyer. (7)$0 down available with approved credit. With credit score of 750 or greater. Your

vehicle payment cannot exceed 20% of your gross monthly income, vehicle payment totaled with your current

monthly payments must not exceed 50% of your gross income. Must be at least 18 years of age. Any equity deficit

in your current vehicle must be paid or refinanced with new vehicles. Bankruptcies must be discharged. (9) With

approved credit. 1.69% APR financing on select New Vehicles. (10) With approved credit. No payments for 90

days on select New Vehicles. (11) 2007 [redacted] (Stock #[redacted]) Sale price: $3,995.00. Tax, title, license and

$300.00 processing fees are additional. With approved credit.

(*) NO PURCHASE OR DONATION NECESSARY TO ENTER OR WIN. PURCHASE OR DONATION DOES NOT INCREASE

CHANCES OF WINNING. Void where prohibited.

(**) NO PURCHASE OR DONATION NECESSARY TO ENTER OR WIN. PURCHASE OR DONATION DOES NOT INCREASE

CHANCES OF WINNING. See dealer for details. Bring invitation to event location to compare your confirmation

code to prize board to determine if you have won $100 cash or 500 Golden Coins (valued at $500). Winner/

addressee must be 18 years or older, and must bring flyer to event location during the sale dates listed above. a)

All taxes are the responsibility of the prize winner. b) Odds of winning $100 Cash (valued at $100) are 1:50,000.

Odds of winning 500 Golden Coins (valued at $500) are 1:50,000. The designated winner must show valid state

I.D. and must be verified as the designated winner on file c.) This promotion is void where prohibited by law. d)

Dealer not responsible for lost, late or misdirected prize piece. e) This contest is sponsored by the dealership listed

on advertisement. f) Eligibility limited to U.S. residents. Employees and relatives of dealership are ineligible to

participate in this promotion. See dealer for complete contest rules. Any unclaimed prize will not be awarded. Must

be 18 years of age or older to win.

We have verified with the company that promotes the sale/ad and there are specific winners at most of the events. A potential winner must claim their prize and sometimes the prizes do go unclaimed. However, there are also a large percentage of winners that do come forward. The company shared that the winners are protected by privacy laws. They do ask each of them if they can release their name and a statement from them and almost 100% of the time the winner responds "no". I have asked if a winner came forth for this particular sale and am awaiting a response.

Do you by chance remember the name of the sales manager who greeted you and shared the comments below? We have spoken individually to each of the parties representing our company and no one admitted such comments. We aren't doubting you but would love the opportunity to correct the error in this persons ways.

We would like to offer you a free oil change and tire rotation from our shop in [redacted]. If you are interested please let us know.

Again, thank you for your comments. We are a small, family owned and operated business and our reputation is very important to us. We value each and every customer who chooses to purchase with us and make it our goal to satisfy and exceed their expectations.

Thank you again,

[redacted] Koons

###-###-####

Review: I haven't been trying to get my car re-financed and started the process in Feb 2014. Was told it would only take a couple of weeks. The sales person doesn't call with updates regularly, I have to call them. I keep getting I will call you back and nothing. I've even contacted the finance managers and get the same run arround. It shouldn't take 2 months = I'm not buying a car.Desired Settlement: to have them call me and let me know exactly what's going on. It either happens or it doesnt.

Business

Response:

We are sincerely sorry that we have not been able to help **. [redacted]. We have over 40+ lending institutions that we work with and have not been able to obtain an approval that would allow us to refinance her vehicle. It hasn't been for lack of trying. It is my understanding that this has been communicated to **. [redacted] as well.

Respectfully,

[redacted] Koons

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: They aren't communicating anything to me at all. I was told I would get phone calls back and never do. I have to call them and they don't tell me that they can't help me. I'll get back with you. That's the response I get. All I want is for someone to actually call me and tell me what's going on. Not me call them and then get told I will ge back with you. I started this in February 2014 and was told at that time it would take 2 weeks., it's now been two months and nothing has been resolved.

Regards,

Business

Response:

[redacted]. [redacted],

I am sharing with you that we are not able to get your vehicle refinanced. Unfortunately, the banks that we work with do not work with customers in your circumstance or with your credit score. We have tried multiple lenders and have even tried asking for favors with banks that we have good relationships with. We have received rejections from everyone we have reached out to. I have been told that [redacted] (Sales Manager) and your sales person have also communicated this with you as well.

I wish that there was something more we could do but our hands are tied. Respectfully, if you will make your best effort to pay all of your bills in a timely manner it will assist in raising your credit score. In 6 months to a year we may be able to assist.

I sincerely apologize and would surely help if I could!

Thank you,

[redacted] Koons

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: I had just talked with a finance manager a week ago and she put me on hold and never got back on the phone. THe sales person [redacted] has not called me back in over two weeks after he told me that there was a conditional approval then. I caled the nest week and talked with a finance manager and he told me it was a conditonal offer and that he was going to look up something and get back with me. He NEVER called me back or anything. I get that I can't get approved. The thing is your people say they will call me back and they don't. No one has told me they couldn't do anything for me it was always :i WILL LOOK INTO AND CALL YOU BACK" that never happened. I have all the time I've called your busniess and talked with someone there. You can also tell that they haven't bothered to call me back at all like they said they would. If they say they are going to call you back then they should and not sit that and say something else.

Regards,

Review: I went in to purchased a vehicle after receiving a sales flyer in the mail. After looking at several vehicles I put a contract on a 2010 toyota corolla. upon reviewing my paperwork and getting a call from the finance company I was charged for a 2011 fully loaded and the finance company also thought that I had purchased a 2011. They said they had talked to me and I had confirm all the details on this purchase. I never talked to the finance the sales person is the one that confirm the details. I have tried going to the dealer several time and talked to the manager and he said that they made an error and would try to help me but every time I go he tells me to come back next day.Desired Settlement: I want the dealer to sell me the 2010 vehicle for the correct price between 10k to 12k, not 18k that was for a 2011 fully loaded.

Business

Response:

12/11/13

Koons Automotive originally began working on a 2011 Toyota Corolla with [redacted] with **. [redacted], but settled on the 2010 Toyota Corolla with the same lender, [redacted]. A 2012 Toyota Camry was also worked during this customers visit to purchase. Please see the attached Buyers Order, that has been funded through [redacted], and is the 2010 Toyota Corolla that was delivered to the customer. This was also the same vehicle the customer drove home the day of purchase.

Thank you,

Koons Auto., Inc.

###-###-####

Review: I purchased a car from Koons Automotive in March 2013. They would not sell me the car unless I purchased an extended warranty thru them. After having problems with the car I made a decision that I no longer wanted the warranty because it did not cover a lot of things and I was paying out of pocket. I asked for a refund on the remainder of the warranty and was told that I did not have the option of canceling the warranty. This information was not disclosed to me when I purchased the car. This is mis leading and down right illegal.Desired Settlement: They should be not be allowed to sell cars with the stipulation that you have to purchase a warranty. They should also let the buyer know that once you purchase a warranty with them you can not cancel it

Business

Response:

The warranty company did cover And pay out on some of the repairs. After she has already used the warranty the warranty company, [redacted], NOT Koons Automotive, will not allow her to cancel the warranty. This is their requirement not ours. We, Koons, do not force anyone to purchase a warranty with a car purchase. If the lender requires it as a part of the loan we have no choice but to require it on that particular deal. Every lender is different but these are NOT requirements of Koons Auto.Thank you,

Review: My name is [redacted] in June 2014 I purchased a new vehicle from Koons of [redacted]. The first week I had the car I noticed the car jerking and sputtering at take off with a hesitation that seemed like a transmission. I immediately called and was told that I probably put bad gas in the car and to call back the next day and speak with the service manager it took me several days to reach him and when I did he told me to run the car to empty put octane booster and fuel injector cleaner in the car fill it up half way run back down to empty then fill it up if it still does same thing to call back well it still continued to the same thing it took me a week to get a call back from the service manager and he told me to bring the car to him that Saturday at 10am so he can see for himself well I was there at 945am he showed up around 1030am called me into office asked me what it was doing he didn't even look at it. he called the service station next door set up an appointment for later that day.. I was at the service station for over 3 hrs and was told the car needed a new transmission and the GM told me to contact their service station Monday morning because the transmission needed to be replaced well long story short they have had my car for over a month I have continually asked to put into something else and that request has gotten ignored. I was a customer with bad credit that they were able to get financing for and soon as I drove off the lot its like I didn't exist I have called cried begged pleaded and they don't care. I pay car payemnts every week for a vehickle I don't have. they have put me into loaners and I am now in my 4th one. I called my sales man and was told I have to deal with my treated badly because I have bad credit what do I expect. I have attempting to reach to the owner with no luck. The warranty company contacted me last week to verify all the the information only to find out later the dealership gave them a false date so that would not have to pay for the transmission but my warranty company would and when I was contacted by the warranty company and answered their questions honestly needless to say I heard from Koons rather quickly because they did not realize warranty company would contact me basically they were trying to scam the warranty company and got mad at me because by giving the warranty company a correct date it blew up and its my fault Koons eyes. The customer service with them has been horrible since the first night I got the vehicle I was not allowed to test drive the car or choose what vehicle I was interested in because of my credit they only had one I qualified for well now I know now that it was because it was a lemon. Then I found out today that it could be another week or more because of gasket they cant get. Can you please help me. I just want them to provide me with a reliable vehicle like they were suppose to and I have begged and pleaded multiple times for a replacement. I have sent my concerns via email to Mr. Koons but nothing is getting resolved. Any other customer would have gone in there screaming cussing etc.. I have done of that and I have not gotten nasty or ugly once. I have been yelled my salesman told if I had better credit I'd be treated better. At this point with the sneakiness, dishonesty and everything else that have done I don't even know if I can trust the repair if and when they ever do it.Desired Settlement: As I've been asking since the first week I had the vehicle I want to put into a different car I've begged and pleaded for that multiple times and have gotten no where. I purchase this car 3 months ago and Koons has had possession more than I have. I just want them to put me into a different vehicle and quit giving me the run around. I have tried and made multiple attempts to get this resolved with the GM, Service Manager & Owner and have gotten no where which is why I contacted you and local news as well. That's all I have asked for from the beginning to be put in something else. thank you.

Business

Response:

9/11/14To

Whom it May Concern,Thank

you for contacting Koons Automotive. We appreciate and share in your concern

regarding your treatment from our place of business and your vehicle. We also

appreciate your conscious decision to maintain your positive outlook and

control while visiting us. As you share, cursing and becoming upset solve

nothing. In 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 phone. We 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 situations. Please share the service manager that you spoke with and

who was to meet you at 10am and which location you were meeting at. Our service

manager is a female and our service location is in [redacted]. We mention

this because you may be speaking of [redacted] which is located in the

same building as we are but there is no affiliation with each other regarding

businesses. Your

vehicle purchase was on 6/19/14. It is our understanding that a repair was made

to your vehicle within the first couple of weeks of purchase. Koons paid for

this repair. Typically this would be covered under our 50/50 30 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 cost. Since

this period had expired when the need to replace the transmission was

identified using it was no longer an option. The extended warranty you

purchased didn’t become effective until 60 days after the purchase. It is also our

understanding that around day 56 the vehicle was identified as needing a new

transmission and you were placed in a loaner car during this process. Our GM

and Service manager share that it took several days to actually co-ordinate and

deliver the vehicle to our shop which put the 60 day mark in question. They were

NOT attempting to scam the warranty company. In 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 TRUE. The actual sale date of the vehicle is placed on the

warranty paperwork at the time of purchase. How else would the warranty company

know what date their product becomes effective, 60 days later? Since ALL

parties involved knew the start date there was no deception taking place. We

apologize if your sales associate spoke negatively, degrading or harshly to

you. That was not his intention, nor does he remember it that way. He 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

manager. He shared at that point you were in the best hands and there was

basically nothing more he could do to help anyway. We

work with customers of all credit back grounds daily. To some extent your

credit may limit your purchase. Banks assess potential customers as risks based

on different factors. Some of these include credit scores, income, timeliness

of payments, revolving credit, etc. When 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, etc. So to a large degree your credit does

affect your purchase, especially in so far as the amount of vehicle you can

purchase. Having said all of this you should have been allowed to test drive

the vehicle before purchase. You also should have had multiple choices of

vehicles to purchase. This is a current point of discussion between Koons and

your sales associate. Please accept our apologies. We 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 care. On Saturday, 9/6,

you visited the store with a vent knocked out of the back of your vehicle. Our

GM showed you where someone sitting in the back of your vehicle had to have

accidentally kicked this out. He also showed the matching one that was in place

on the other side in the back. This was not something that Koons had done to

the vehicle but regardless was taken care of, at no charge to you. He also

cleaned the engine, at no charge to you. You asked to be traded out of the car

and he shared that most banks like to see 6-8 months of timely payments. At

that point we will be happy to work with you and trade you into another

vehicle. In addition, while you were in a loaner vehicle, for almost a month, you

lost the keys to the car. You 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 expense. After 3 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 cut. This is an

expense that we should not have had to incur as Koons didn’t lose the keys. We

do care!You

share that you weren’t able to reach the owners, yet Mr. Koons has personally

spoken with you and you all have emailed

back and forth several times over the last few weeks. We do care!Koons

replaced the transmission, at our expense, and you have had your vehicle back

for a week or two. On Saturday you mentioned to our GM that you are hearing a

noise under the hood. So what does our GM do? He immediately set up an

appointment on 9/13 with a local shop to check out and diagnose the possible

noise, for free. We do care!From

what we have detailed and experienced the customer service seems to be top

notch! We do care!Respectfully, Koons

Automotive

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:They are continuanlly stating the care was out of 50/50 warranty. The car began having issues during the first week I received the vehicle it was well within the time frame.. It has now been OVER 3 months and the car still is not running right. I was told I could take the car anywhere I wanted to have it looked it and I would have to have this done thru my warranty but that means I would have to pay for the diagnositic or I can use the service station next door them and they would waive the diagnostic. however, after speaking with the manager at [redacted] I would have to drop the car off and leave it and would have to find my own transportation to and from work until they resolved the issue or figured ot what was wrong with it. I have had nothing but problmes with this vehicle since I purchase it. There was not an appointment set up for me on 9/13/14 I was told to set the appointment up myself with [redacted] the Mgr @ [redacted] and that's when I was told I would have to leave the car. As far as the scam with he warranty company you already have the emails between myself, Donna (Service Mgr Koons of [redacted]) and Mr. Koons. Donna herself told me that Koons intentionally "sat on the car" for a couple weeks with the intentions of warranty company paying for the repair not Koons. Koons got VERY upset with me when they got caught and told me so. It's been one thing after another. I have asked since the first week I had the car to put into something else it has now been 3 months and I am still having problems. it still sputters, acts like it wants to cut out and "hops" and jerks you around. I just want what I am paying for. This has gotten crazy and way out of hand and I am being made to look like the bad guy. I just wanted a different vehicle nothing for free I am sure Koons had several more vehicles on there lot in the same price range but they refused and I have been getting the run around since the first week. Yet, they consider this exceptional customer service. I don't think so. They also made reference to the fact that they don't know who would have told me to put the additives in the car because it would be bad gas well that came from Danny - Service Manager @ [redacted]. Trust me I am not making this stuff I just want a good vehicle. I am purchase a car for $14.000 and it doesn't even run right. Just put me in a different car if [redacted] doesn't want to deal with it fine I will go to one of their other locations let them do the swap that's all I want. I am not trying to get something for nothing. All I have wanted since I got the car was to be put into a different car that runs. I cant continually take time off of work to get this taken care of. This should have been resolved months ago. That's it!

Regards,

Business

Response:

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

Review: Purchased a vehicle on 4/14/2014 and noticed that no inspection sticker was displayed. I was informed by the salesperson that it was in the file folder. During ride home, warning lights popped on. Contacted dealer and was informed to return vehicle back to have it looked at. Was en route to dealer a couple of days later and vehicle broke down less than a mile from dealership. Transmission failure. Police officer gave my son & I ride to dealership. Vehicle was towed to dealership later that day. I had informed [redacted], Car Sales Mgr. of the warning lights and had created a list noting those along with other issues as well. He stated that these issues will be taken care of while the vehicle is in their possession. Dealership gave me a loaner car to use. I was later informed that the transmission didn't have any problems at all. During the course of initial inspection, which the vehicle failed due to brake rotor requiring replacement. Once replaced, vehicle was returned to dealership. On the vehicle's return to dealership from repair shop, driver experienced transmission issues. Vehicle was then returned back to their repair shop at Koons Automotive, [redacted], [redacted], VA [redacted]. On 5/6/2014, [redacted], Service Repair Mgr. @ Koons, informed me that the transmission was replaced and a brake hose had to be replaced as well along with the emissions testing that was also needed. She was hoping the vehicle will be back in [redacted] no later than 5/8/2014. The sales manager sent me an email informing me that the vehicle was ready for pickup on 5/8/2014. Upon picking up vehicle from dealer, there were still warning light issues that didn't get resolved as promised. [redacted] had informed me to take it to [redacted] dealer for them to determine what's causing the warning light issues. The next day (5/9/2014), I drove the vehicle to [redacted] of [redacted] in order for them to determine the cause. In order for them to run the required test, the cost would be around $150.00. [redacted], Service Manager from Koons Automotive, informed me that she can have their company pay for that service [redacted] was providing. Upon completion of [redacted]'s inspection, it was determined that there was approx. $3,3025.56 worth of service that needed to be completed. 1st repair (est-$1,120.10) of rear tires requiring replacement because of separation (both rear tires at 4mm, inner edge wear)how did these tires pass inspection????, 2nd repair (est-$1,292.64) of brake & DSC lights are on due to failed steering angle sensor( must replace steering column switch cluster and program vehicle), 3rd repair (est-$423.06) of Adaptive headlight malfunction, must start by removing both headlights and checking units for moisture and corrosion, 4th repair (est-$189.76) for wheel alignment of new tires installed. Later that day, I'd text message and sent email to both [redacted], Sales Manager & [redacted] about the findings of [redacted] repair quote. [redacted] had informed me that this would require General Manager's approval. Sales Manager, [redacted], then pushed me to reach out to [redacted] who is the finance manager, who in turn informed me that he will be speaking to the General Manager regarding this matter. I had sent the sales manager a text manager a message that he was washing his hand clear of this concern by having me contact [redacted]. I'd contacted [redacted] again on 5/12/2014 asking for an update. I sent an email to both [redacted] & [redacted] on 05/14/2014. I have made visits to the dealership to speak with the GM, but was told by [redacted], that the GM wasn't available at that time. I waited fro a couple of hours prior to speaking with [redacted], and he invited me into his office on two separate occasions to speak with him regarding the matter and both times the GM was not available. I'd even recorded a conversation where he stated the concerns will be taken care of. As of today, no one from there organization has contacted me back.Desired Settlement: To be reimbursed for repair of the steering column switch cluster ($1,292.64) that I will be paying out of my pockets, because of the possible endangerment of myself or passenger(s) riding in my vehicle due to the current vehicle steering malfunction. Also to pay for the remaining repairs amount of $1,730.92 that should have taken care of by the dealership upon my presenting them with [redacted]'s Quote of Repairs.

Business

Response:

Please see the response attached. Upon receipt of whether or not the work has been completed with the vehicle, Koons will reimburse **.Parks for what is described in the letter.

Thank you,

[redacted] and [redacted] Koons

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,

Business

Response:

Please see attachment.

I spoke with **. [redacted] at length last week and he and I agreed that Koons would pay for the following repairs:

$250 for 5ED2/Interface Rain/light sensor

$300 for 9D12 Internal Battery Discharge

$150.00 testing fee

$1292.64 brake/dsc lights

$423.06 Adaptive headlight malfunction

I mailed a check for $2415.70 to [redacted] on 6/26/14 along with a copy of the Va. State Inspection from [redacted] Stores #[redacted] in [redacted], VA. As I shared with **. [redacted] there was another inspection from All Tune and Lube on 2/25/14. **. [redacted] was also concerned about tinting on the dirver side and passenger side windows. I assured him that this would not have passed Va. State Inspection if the tinting was an issue. Please see inspection report regarding other glass, mirrors, doors marked ok. In addition, Koons did not agree to pay for the two additional tires and balancing as they too had passed the Va. State Inspection. Please see inspection report stating regarding tires are ok.

The final correspondence was completed by voice mail and text. I left **. [redacted] a voice mail on Thursday, 6/26/14 confirming what Koons would pay for and received a text back from **. [redacted] agreeing to this and stating that this was fine and he appreciated our response.

We sincerely appreciate **. [redacted] contacting us through Revdex.com and are happy that we were able to answer and resolve his concerns. We encouraged **. [redacted] to stay in touch and shared our personal phone numbers in the event of any future concerns.

Thanks so much,

[redacted] Koons

###-###-####

Review: I went into Koons looking to purchase a car, I did notice that not one of their vehicles had pricing which I found strange. After waiting a long time almost 2 hours for a price on two of the cars I was interested in, I said to my mother lets go this is ridiculous. In the parking lot a salesman ran after us ([redacted]), very suave on his chat and somehow convinced us to give him the chance to save the day. Again the waiting period was forever, finally I received a price and decided to move forward with the purchase. Another lesson I should have learned never pick up a car at night. To add more fuel to this fire, they delivered the car to me on empty after [redacted] told us that they will fill the car with gas, in addition, I took the car to be inspected, turned in the receipt and still almost 4 weeks later no money. We need to move back to the night I purchased the car, after signing the contract and getting ready to leave, [redacted] came running out and told both me and my mom that when [redacted] calls you have to lie to them and tell them that you paid the full deposit. Pretty shocked by what he said and basically it told me that this dealership has no problem in committing fraud as long as the end of the day the bottom line increases for there pockets. The owners son walked out to shake our hands, to funny if you think about it, I am sure that when he shook our hands, in his mind he said another sucker to put on our list, he is nothing but a kid that should not be playing this role, his abilities still require the school yard, has zero skills on customer service 101, his father [redacted] the owner, as they say the apple doesn't fall far from the tree. These employees that work for [redacted] at Koons Automotive are following the lead and direction of the owner [redacted], it all starts at the top, when you look up in the showroom there is a second floor, as he sits completely ignoring what is happening with the consumers, his only thought is the mighty dollar, come on his employees were very direct with the orders to lie to [redacted], why would anyone buy a car from thieves. As the time moves on, still more lies and refusing to fix any problems on the car, infact [redacted] you know the owners son, said to us, what do you want you bought a used car, and then the gloating was so apparent, he then proceeds to advise us that this car sat in [redacted] for 3 years, and here I came they saw a sucker and went in for the kill, he refused to say why the car was sitting for so long. This is where the cherry is on the cake, for me I was 100% done with all of them. I gave them specific dates with the permission to withdraw a specific amount that would total $500.00. My last payment was scheduled to be withdrawn on Thursday, December 5, 2013. Tuesday morning I went too school and needed to pay for parking, I went to use my bank card and was declined, I said to myself this can't be, I checked my bank to find out that [redacted] from Koons went ahead and charged my bank account for $168.00, he received a decline, she then made the decision to try multiple transactions in several denominations until she pulled the money out, she was able to det $116.00 and left me with Zero dollars in my account. It was bad enough that there word and agreement can't be trusted, it's so completely horrible that they would behave in such a criminal manner and continue trying many other denominations until they got the money out. [redacted], [redacted], [redacted], [redacted] nothing but the lowest form of thieves. Every step of this entire process consisted of many underhanded low life con artists that each day sets up there schemes all in the name of the mighty dollar. In this one company a number of people with practices of fraud, you could only wonder about the life they live outside of Koons, it's pretty scary if you ask me. The looks that we received, when we went back the following day after the ordeal with the bank, we tried to get an answer to this question?, who gave [redacted] permission to go into my account and make multiple transactions trying to get money out of my bank, why would they feel this was ok especially when my last payment was not even due. [redacted] told us we have a better chance of seeing God there is no way that they are taking back this piece of Sh** car, so tell me what you both want, that's all he kept asking over and over. So now it's Friday December 6, 2013 and still no credit received back to my bank account from the money that was stolen.Desired Settlement: I want to return this car, nothing is right with this entire deal especially dealing with people that have no problem in stealing, and refusing to give information on the car, especially the owners son [redacted], all he knows is how to scam a consumer, I am sure he learned this from his father [redacted] who never made it his business to get involved in this situation, all he did was hide. We asked to see him several times, all you saw were men huddling in a back office, running back and forth thinking or better yet making you think your getting the deal of a life time, when the truth is you are being scammed without even feeling it.

Business

Response:

12/13/13

After a conference call with [redacted] Koons, [redacted] (the lien holder) and [redacted] any and all issues have been resolved. This was the FIRST conversation Mr. Koons has had with **. [redacted] and again, all issues have been resolved. By all accounts it was a very smooth, easy flowing and good conversation.

Koons would like to dispute several of the comments in the complaint to Revdex.com. Koons strongly disagrees with the attitude of the email and all comments regarding Mr. Koons and his son, [redacted]. Mr. Koons is actively involved at all 3 dealerships and has never told his employees to lie, nor does he believe they do. [redacted] Koons NEVER told **. [redacted] or his mother, [redacted], that we had had the vehicle on our lot for 3 years. This is a lie and was confronted with **. [redacted] in a separate conversation by [redacted]. Since this confrontation **. [redacted] nor his mother have raised this false allegation further. Please see the attached carfax which clearly states Koons purchased the vehicle on June 10, 2013. The carfax also shows that the vehicle has never been in an accident. Koons did have warranty work performed on the vehicle (at [redacted]) which is also reflected on the [redacted]. [redacted] Koons would have no reason to share that we had this vehicle for 3 years. This was a lie!

Koons received (and saved) an unwarranted 6+ minute voice mail from [redacted], who is not on the buyers order for this vehicle. See attached Buyers Order. Many of the comments in the Revdex.com complaint were echoed from her as well. Again, unwarranted and untrue.

Regarding the credit card transaction, this was an honest mistake. See attached promissory note. Payments were to be run on 11/21, 11/28 and 12/5. When the promissory note was receivedin the accounting department the payment due on 11/28 had not been collected, however accounting did NOT know that a payment had been run on 11/15. On, 12/2, again when the pnote was received in accounting, the payment was attempted. In accordance with the promissory note that **. [redacted] signed "In addition, if credit card transaction does not clear (approve) on the date designated for the transaction, borrower gives permission for the Payee to attempt additional transactions until such time as the agreed upon amount due is paid in full." As evidenced by the promissory note in which **. [redacted] signed there was NO THEFT on the part of Koons! The promissory note gave Koons the ability to go into his account and obtain payment, this was HIS permission granted. Thus, Koons further did not attempt to deceive or defraud him in any way! NO criminal act was performed! **. [redacted]'s permission was granted for this transaction, and others.

On 12/3, after receiving the scathing voice mail from [redacted], again not a signor or co-signor on the vehicle, Koons IN GOOD FAITH refunded the $116.00 that was run on **. [redacted]'s credit card on 12/2. Please see attached receipt of refund. Koons did NOT have to make this refund but chose to in GOOD FAITH. In addition, to refunding the $116.00 Koons wrote off $70.00 in fees **. [redacted] claims he received.

All parties agree that this matter is resolved in full. The only remaining action item is for **. [redacted] to bring his vehicle to Koons service department for our technician to make an adjustment to a door on the vehicle, if he chooses to.

Respectfully,

Koons Automotive

Review: I purchased a 2010 Honda C-RV on 5/29/13 .

The [redacted] indicates that the vehicle has been in an accident ,

however it doesn't say anything about the airbags being defective or missing. In fact its states that the vehicle is in excellent condition.

after about 2 weeks of having the vehicle the passenger airbag light kicked on so I took it back to Koons

[redacted] , the man whom I bought the vehicle from took me to the nearest Honda dealership where I then found out for the 1st time that my vehicle had been in a major accident in 2012,and that that the warranty would not cover the cost of repairing/replacing the airbag nor would it pass the inspection.

Koons claims that the vehicle had been inspected 3 times and that there isn't anything wrong with the vehicle, so now how exactly is the car inspected 3 times without anyone noticing that the vehicle has this safety issue????

-all they offered me was to have the airbag fixed in their shop at a discounted price.

I should not be held reliable to fix it out of pocket , at any cost!

I suggested to be put into another vehicle due to the safety issue and due to me being the one reliable for replacing it out of pocket.

Koons ran my credit over and over again that now my interest rate jumped from 9.14% to 12.80%

-the monthly payment would now be to high for me to even trade into another vehicle.

-they have been rude ,

-as I was in the office to discus the deal with the general manager ([redacted]) during our conversation he kept answering his personal phone and was Texting

-they were rolling their eyes at me and making jokesDesired Settlement: For me to have the airbag replaced at a Honda Dealership and for Koons to take care of the charge.

Business

Response:

[redacted]

Revdex.com of Metro Washington DC and Eastern Pennsylvania 141 IK St NW, 10th Floor Washington, DC 20005

I have received your letter regarding complaint number [redacted]. Customer, [redacted], purchased a 2010 Honda CR-V from Koons Used Car Outlet and [redacted].

The person that you need to reach is at the Koons Used Car Outlet located at [redacted], [redacted], VA [redacted] and is in no way affiliated with [redacted] or Koons Kia at [redacted], [redacted], VA [redacted]. It is owned and operated by a different Koons family member.

Sorry for any inconvenience. Just wanted to make sure you get this complaint to the right people. The information that you need to send to proper representative is below.

Koons Used Car Outlet of [redacted], VA [redacted] Phone: ###-###-####

Website: [redacted]

Best Regards,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Review: September 26, 2013

To Whom it May Concern:

I purchased a 2007 [redacted] from Koon’s Automotive of [redacted] in May of 2013. On September 25, 2013 I tried to trade the car and the car is not worth half of what I paid for it 4 months ago. [redacted] and [redacted] pulled the [redacted] and found that the car had structural damage and had been in two auto accidents. I took the car back to Koon’s of [redacted] the same day and asked the GM Daniel L[redacted], why this information was not disclosed to me when I bought the car. Daniel said he had “no knowledge of the accidents or structural damage and they did not pull a [redacted] on the car because it costs $50.00 every time they pull one.” I told the GM I specifically asked Ken S[redacted] if the car had any accidents or problems or anything I should know about. The tittle on the [redacted] is not salvage but according to the other dealers this is something that should have been disclosed to me and had a significant price reduction. I called Regional Acceptance Corporation which is the company I got the auto loan through to let them know of the car value and maintenance issues I am having. I tried bringing the car back within two days after my purchase because I noticed the car was falling apart cosmetically and the transmission is slipping. The GM said in VA they don’t have to take the car back I would have to purchase another one. I am having other problems with the car such as the oil burning really fast, the windows keep getting stuck, the back of the seat keeps popping off, the noise under the hood has a ticking noise that sounds like the engine is going to go out, The car is vibrating when I drive it, and the paint has a rusty chip in it. I can foresee this car going downhill quickly and I can’t get out of it because I am upside down $11,000.00. I owe 16,000.00 to Regional Acceptance Corporation. [redacted] offered me $5,000.00 to trade, [redacted] offered me $7,000.00 to trade, and Koon’s Automotive offered me $4,000.00 to trade. Koon’s wants me to buy another car and roll the negative equity into a different purchase. I told them no because I will still be upside down a lot on the new purchase. I feel like I was taken advantage of because I am a young lady. One of the sales guys had his camera out toward my feet and asking could he take pictures of my feet. The sales guy Keen S[redacted] who sold me the car came up to the back of me twice and kept hugging me. I did not like nor invite this kind of behavior. I felt really violated especially when I told him to get off me and he still kept doing it. A newer sales guy was attending to me and kept asking about my boyfriend and getting too personal with his questions. I got to Koon’s at 1:00pm and didn’t leave until 7:00pm. They were trying to push me into a [redacted] that I told them over and over I didn’t want. Koon’s was asking for more money down and trying to hide the negative equity in a new car. It took Koon’s and Hr. to give me back my keeps after I asked for them. I am so disgusted and disturbed by how they handle business and I feel that I was treated unfairly and sexually harassed.Desired Settlement: I want Koons Automotive to pay Regional Acceptance Corporation for the bank loan and take the car back. Koons wants to roll the negative equity on a new car loan and this is unacceptable. I have spoken with an Attorney and Koons can expect to be sued for $30,000.00 plus damages if I have to hire legal counsel. I willing to drop my complaint if they take the car back and pay off loan.

Business

Response:

9/9/14Dear [redacted],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[redacted] Vehicle History ReportTo address the documents above first. Please see the Buyers Order dated 5/24/13 and the formal complaint receipt date of 9/8/14 ~ which occurred 473 days after the purchase of this vehicle. Note 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 vehicle. Note the next page is signed by [redacted] and is a notification of major defects that may occur in used motor vehicles. Note 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 [redacted]. Note the following page [redacted] Vehicle History Report with notes detailed below.On 5/24/13 [redacted] purchased a 2007 [redacted] from Koons Auto in [redacted], VA. The vehicle she chose to purchase was one that was just traded in from another customer, and not purchased initially by Koons. The vehicle had 79,370 miles on it at the time of purchase. Mr. Ken S[redacted] was her sales agent. The sales manager who was assisting Kenn was Danny L[redacted]. I have spoken with Danny and Kenn at length regarding this sale.[redacted] mentions Koons wouldn't pull a [redacted] for her and that we stated to do so would cost Koons $50.0. This is simply not true. Koons pays a monthly fee for the ability to pull car faxes at our locations and for our customers. Due 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 Fax. We pull many car faxes, each and every day. Mr. S[redacted] and Mr. L[redacted] state that pulling a [redacted] was never discussed until [redacted] visited the store in September of 2013 and she had a copy of a [redacted] from another dealer.It is now 473 days past the purchase date of the vehicle from Koons. We have addressed the issue of a sales person hugging [redacted] from the back and taking pictures of her feet, twice before. This was addressed immediately after the initial sale and again late fall 2013, although none of our sales staff will admit to either action. We have continued to remind, reprimand and educate the sales staff multiple times since this alleged incident. We have apologized to [redacted] on multiple occasions, yet over a year later the same issue continues to arise. We are not sure what action [redacted] would like for us to take at this time. Action on the part of Koons HAS been taken. A mistake was allegedly made, action has been taken and apologies have been given. If this event occurred we are sincerely sorry.At the time of sale, again 473 days ago, the vehicle went through a comprehensive Virginia State Inspection at [redacted] an independent Va. State Inspection station. Lindsay passed the vehicle the first time through the station with none of the 27+ inspection points failing. Since 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 [redacted] has been consistent with her monthly payments. The [redacted] shows no routine maintenance, inspections, oil changes, etc. since the time of purchase, with the exception of an exhaust system check. Regardless, we were happy to try and trade her out of the vehicle late fall of 2013 and would be happy to work with her again.Based on [redacted]'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 [redacted]. Koons did this because the banks we were working with required additional money down and her payment was higher with the [redacted] than with other vehicles. [redacted]'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 purchase. Mr. L[redacted] personally, and because of his experience in car sales, having zero knowledge of any issues with the [redacted], would have preferred her purchasing a [redacted] or [redacted] type. This would have required less money down and her monthly payment would have been less. However, the [redacted] was the vehicle that [redacted] wanted. According to our staff, [redacted] was interested in a high line vehicle, like a [redacted], [redacted], etc. Some of our staff remembers such comments as when I drive up to a club I want to be seen. When she returned in September of 2013 Koons could have possibly traded her out of the [redacted], however, she had only been in the car a few months and most banks prefer to see a history, typically 6-9 months of payments that have been made in a timely fashion. She had also driven approx, 10-12,000 miles in a few short months. This added to the devaluation of the vehicle. Koons did advise her to wait a few months then come back and we would try to work with her.In reference to [redacted] being treated unfairly we feel this is absolutely NOT true. We have many single men and women, young and old, who come in the dealership and purchase vehicles independently, or by themselves. We do NOT discriminate or differentiate between customers in any way. For Koons it is offensive to imply this. Our 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 well. Likewise, if [redacted] felt sexually harassed why did she want to socialize with Mr. L[redacted] outside of the dealership? Mr. L[redacted] chose not to socialize outside of the work place as he didn't want to mix business and personal. [redacted] also shared with Kenn that she would like fix him up with her mother who resides in Ca. We 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 473 days ago. The [redacted] does NOT list this as a salvage vehicle. Koons had no knowledge of structural damage relating to this vehicle. There is no title branding on this car of any kind. There are no disclosures that Koons did not do what we were required to do. This vehicle was listed as having structural damage in June of 2009 and having 31,217 miles. Since June of '09 the vehicle has had two other owners, prior to [redacted], an additional 48,154 miles driven, and a variety of maintenance and safety inspections. The [redacted] guarantees this vehicle against salvage, junk, rebuilt, fire, flood, hail, lemon and actual mileage. In addition, it was never reported as a total loss, airbag deployment, odometer rollback, or manufacturer recall. In fact, [redacted] lists a price adjustment of $1300.00.Our finance department is trained to offer all customers an extended warranty. [redacted] chose not to purchase one and was aware of the warranty and possible defects that could happen.Please note on page 4 of the [redacted] the following highlighted section "According to the National Safety Council, Injury facts, 2007 edition, 7% of the 245 million registered vehicles in the US were involved in an accident in 2005. Over 75% of these were considered minor or moderate.Regardless, Koons is willing to fully inspect [redacted]'s vehicle to determine whether or not any of the current issues are deemed a result of the accident that caused structural damage. Again, two other drivers drove the vehicle for a total of 48,154 miles after the vehicle had been reported with such structural damage. Koons is also willing to try to and get [redacted] financed into another vehicle.Respectfully,Koons Automotive

Consumer

Response:

Please find my attached response to Koon's 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.]

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

Regards,

Review: I bought this 2007 [redacted] in July 2014, since then we've had nothing but issues with that truck from the truck not starting having to jump it for a week, to the mirror motor inop, to defrost on back window broke, to lift gate needing shocks, to tires needing sensors, We were directed to take the truck to Koons In [redacted] where the guy said he didn't hear a noise nor did he notice the burning smell.. well all the lights are on again. The Engine light, stabilitrax light, air pressure maintenance light, and parking assist keeps going off, this is when you shift gears the line does not appear underneath the PRDM, so you can't tell what gear you are in. Also from time to time the back hatch does not want to go up, you can hear the motor running, but the hatch not moving. What should we do? I know you said this is a really good vehicle, but it has given us nothing but trouble. It's really irritating to take the vehicle to the dealer and they tell us everything is fine when we know something is going on. We started taking this vehicle back and forth back in the beginning of August. now that it's Oct and they are finally admitting something is wrong with this lemon they want us to pay for half of the cost to fix the vehicle. I think this is rediculous especially since we were having these issues before the warranty ended... I just want them to make things right we spent $18K for this truck and that's a lot to have to deal with all these issues. I will never buy from this dealership again...Desired Settlement: I want Koons to fix these problems and not make me pay for them, especially since these issues were with the truck before I bought it...

Business

Response:

We are sincerely sorry to hear of the continuing issues with your vehicle. Koons has gone over and above the call of duty to assist in the potential issues. The vehicle was purchased on 6/24/14 with 115,766 miles. There were no mechanical issues, trouble lights going off, or issues in general with this vehicle at time of purchase. There was a "we owe" owed and the work was completed on 7/9/14 by replacing the radio control knobs in the rear, the left rear roof rail end cap and both rear armrests outside caps. A warranty is offered to each customer at time of sale. If the customer chooses not to purchase an extended warranty all of Koons vehicles come with a 50/50 warranty for the first 30 days after the purchase. During this period Koons will pay half of any repair and the customer will pay half. After 30 days the warranty is no longer offered. The following has been done to your vehicle at Koons expense: Oil and Filter change, Internal Detail Service, Va. State Inspection, Emissions Inspection, Right read head lamp to replace corner bulb, left rear bulb replaced, right rear corner light bulb replaced, right front fog light bulb replaced, repaired/reprogrammed key fob, checked service stability light and no fault codes were present, checked for jerking when accelerating and slowing down by road testing for two days and the issues could not be duplicated as nothing abnormal was felt. Then on 10/20/14, and after 4 months and 12,628 miles driven on the vehicle, Koons extended the 50/50 warranty to the customer even though this is typically only valid for the first month after the purchase of the vehicle. At this appointment Koons checked the passenger mirror and replaced it, repaired the rear defrost, sent the vehicle to the local dealer who replaced the internal mode switch for the check engine light, replaced both front tires, replaced both lift gates assist shocks and checked the headrest folding handle and replaced. This service alone would have cost around $1200.00 but Koons only charged the customer $559.07 and Koons paid the balance. Again, these issues were not evident with the vehicle at time of purchase. Each time the vehicle has been in our posession we have attempted to duplicate the issues the customer shares. Several times we have been able to repair them, other times the issue couldn't be duplicated by Koons or the local dealer. We have tried and will continue to try to help this customer. We would point out however, that the average vehicle is driven between 1000-1250 miles per month. This vehicle has been driven an average of 3100 miles per month. This type of wear and tear could be contributing to the issues. Thank you,

Review: I purchased my vehicle from Koon's Automotive on October 14, 2013 on the 17th my tire blew out, I took the car back to them and explained that tire had gone out, it had been patched and there was a loud noise coming from the rear of the car when driving it. I had expressed the noise issue to the salesman at the time of purchase and he stated they could take care of it. The took my car from October 21-25, I was told to come back and pick it up, the tire lights were still on and it still was making the same noises. I returned the vehicle to them on October 28, 2013. They said they would send the vehicle to the manufacture dealership, [redacted]. Koon's received the car back from [redacted] on Nov 11 and said that [redacted] told them it was the differential. Koon's said they didn't want to pay [redacted] to fix it as it would cost too much. They said they would have their mechanics to look at it, (these mechanics were unable to determine the issue the first time). Koon's has been very unresponsive and has basically given me the run around. It has been 35 days since I purchased my vehicle and I am no closer to getting the issue resolved. I have made a car payment and everything with the benefit of driving my vehicle. This entire experience has been disheartening and I very frustrated.Desired Settlement: I would like to have Koon's send the car back to the manufacturing dealership and repair the vehicle. I would also like a years worth of free oil changes or some form of compensation for my inconvenience.

Business

Response:

To Whom It May Concern,

Koons has been abreast of each step outlined in the processes and proceedures below. **. [redacted] vehicle passed a Virgina State inspection in which all 4 tires were in good working order. Koons has provided **. [redacted] with a rental vehicle the entire time she has been without her 2009 [redacted]. Koons did take the vehicle to the local [redacted] dealership, who could not say with certainty where the noise in the rear was coming from. Koons chose to take the vehicle to our shop and allow our certified mechanics to diagnose the concerns. Our technicians could not duplicate a noise in the differential but did hear a noise in the ball bearing area. Today, 12/2/13, our technicians are replacing the rear ball bearings, at no charge to **. [redacted]. We believe this will repair the problem at hand. This bearings would have been repaired sooner however the ball bearings have been on back order from the manufacturer. **. [redacted] still owes Koons Auto. a large portion of her down payment. Koons is happy to send her several free oil change certificates.

Thank you,

[redacted] Koons

Koons Auto. President/Owner

Consumer

Response:

I did not receive any warranty information and I asked my sales person repeatedly about an extended warranty and he blew me off. He told me they were not an option. I did not receive a message from the service manager and why do I need to go to Fredericksburg to pick up the vehicle. I left the vehicle in [redacted]. I have spoken to you guys that was a typo in my last email I meant to say I had not spoken with anyone since 11/26 other than via this Revdex.com communication. You have now had my vehicle for more than the 30 days 1000 miles. which means if there is anything else wrong that falls with in the realm of the vehicle warranty I am now out of luck.

Regards,

Business

Response:

In reference to the [redacted] case please see the attachment for two responses sent to the customer. One on 123/13 and the other 12/5/13. Please note that **. [redacted] paid her remaining balance due of $500 on 12/13/13 when she picked her vehicle up. While in our service department Koons replaced the wheel bearings which eliminated the noise in the rear end that she was hearing. On 12/2/13 Koons mailed 4 free oil change certificates to **. [redacted] to be used at her convenience. We have not heard that there are any additional issues with this vehicle or customer. Koons believes this issue to be fully resolved to the best of our ability.

Review: We were sold a car by Koons Automotive of [redacted]. The car had many small issues with it when we got it. We took it back the next day (not even 24 hours later) and the General Manager [redacted] told us that we were pretty much stuck with the car and that he would fix the little problems. They took the vehicle for over a week and when we got it back there was an additional problem. Not to mention, when we showed up at appointed time to drop off the car, there was nobody there. The guy who was supposed to meet us had no idea we were coming because [redacted] failed to tell him. We were waiting outside for thrity minutes and waited inside for longer because no tags could be found for the vehicle we would use while ours was being fixed. Then to make matters worse, we got a [redacted] report on the car and found out that [redacted] lied to us. We were told that the vehicle had a clean [redacted] report, but it doesn't, which brings down the value of the car. So we're paying way more than what the vehicle is actually worth. Most dealerships allow at least 3 days to bring the car back or at least will trade it for a different car,but not them. Koons Automotive's customer service is horrible,they are scam artists, and they are liars.Desired Settlement: We were willing to trade,but its gotten to the point where I dont want to deal with Koons Automotive at all. I would like for them to take the vehicle back and refund the money. I am willing to pay for the mileage that was put on the vehicle from us driving it. I would like for [redacted] to show some humility for a change

Business

Response:

See attachment or check attachment tab.

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,