Koon's Ford, Inc

TO Revdex.com & [redacted],
     Attached please find the terms and conditions of the 24 month/ 24,000 mile extended service plan purchased on 9/10/11.  This plan expired on 9/10/13 and would not have covered the repairs performed on 12/19/13.   If...

you have any further questions, please feel free to contact me.
Sincerely,
Steven ** M[redacted],  Controller

Please be advised that floor mats were ordered yesterday for [redacted]'s 2013 [redacted].   They are due to arrive at the dealerhsip mid next w[redacted] and will then be mailed to [redacted] at his home address.    There was confusion because there is a "we owe" form...

signed by [redacted] on the date of delivery which stated "nothing due".   However, if he is not happy, we are not happy.    A set of floor mats will be sent to him at no charge.Thank you for bringing this to my attention and I apologize for the confusion.
Sincerely,
Steven M[redacted]
Controller

Please be adivsed that a credit to Mr. [redacted]' [redacted] was issue this morning for the spray in bedliner he does not wish to have installed.      Thank you for bringing this matter to my attention.
Sincerely,
 
Steven L....

M[redacted]Controller

[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: [redacted]
I am rejecting this response because:
The response Mr. M[redacted] provided is not entirely correct. There was not any
confusion, at least on my behalf. Their
management was crystal clear on several occasions about refusing to honor their
promise. I do realize I signed the "we owe" form but it was after
they promised to provide the floor mats; which was the reason for my dissatisfaction
and my reason for submitting the complaint. Of course after Mr. M[redacted] has seen this publicized
complaint, he states they are willing to honor their original promise. However,
his organization has demonstrated a certain level of distrust by not transforming
their words into actions. Hence, after my last visit and their refusal to stand
by their agreement, I was forced to take additional actions in filing the grievance
with Small Claims”, incurring unnecessary and additional fees. Unfortunately, I cannot believe one syllable of
Mr. M[redacted]’s obvious “PR” attempt to overshadow their unethical conduct.
Regards,
[redacted]

[redacted] agreed to have her vehicle towed to Koons Ford for the repair work which was discounted 50% by Koons.  Repairs have been completed and case is closed.
Steve M[redacted]
Controller

Christopher G[redacted] talkedto the Mr. [redacted] and arranged to have his rims repaired.  Mr. [redacted] had his rims repaired on Saturday April 18 by A+ Detailing and wheel repair.  Chris talked to Mr. [redacted] and said he was extremely happy with the repair.

[redacted],    [redacted] purchased this used vehicle on 8/31/13.  The repairs estimated by [redacted] on 7/8/15 are not covered under Koons Ford's warranty.  Our General Manager, David S[redacted], spoke to [redacted] on 7/16/15 to and offered to...

have the vehicle towed to our facility for a complimentary 2nd estimate which was declined.  
Sincerely,
Steven ** M[redacted] , Controller

[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. 
---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Wed, Aug 6, 2014 at 4:59 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] you for your help and assistance. I did speak with a representative from Koon's [redacted] and did agree to a $500.00 refund to settle this.
 
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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The GM didn't offer anything on the 16th of July. In fact he stated there was nothing they could do. I have subsequently sent my rebuttal to Beth K[redacted] of Koons Ford corporate to respond.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I had filed the complaint prior to the resolution provided by Mr. G[redacted] and his assistance to me. I appreciate his time and attention to helping me and will be recommending Koons Ford to friends and family in the future. 
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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Everything that the bussiness response is evrything that I know...
because everytime that I went to the dealership they told me the same thing, but I still spend money on the car...
they. Not even take care of the car at the beggining with the first problem that I have with the car....even if it was under the 30 days or 1000 miles...they were liying to me...especially Mr A[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 Administratively Resolved]
 Complaint: 10372151
I am rejecting this response because:Though I did receive the [redacted] credit. I have not yet received the Virginia license plates that I paid for.
Regards,
Craig Harris

[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: [redacted]
I am rejecting this response because:
There is no valid explanation, from Koons Ford, regarding my signed contract, attached.
Regards,
[redacted]

Please be advised that, Alex C[redacted], our Customer Relations Manager, has reached out to [redacted] and agreed to refund of $500. as a goodwill refund which will be mailed in the next few days.
Sincerely,
Steven M[redacted]
Controller

Review: I rarely write reviews, and when I do it is usually because the service was so great. Unfortunately, the service was so bad in this case I was compelled to write this review.

My fiancé and I had a horrible experience with Koons [redacted] Ford. We were only looking and did not intend to buy, but the price we were offered seemed too good to pass-up. As soon as we decided to buy everything went downhill.

Our salesman would make a representation and later we would find out he lied or was just inept. To recount a few: (1) "Come in tonight and we will get the deal done." My fiancé goes in, waits a couple of hours and accomplishes nothing that couldn't have been done over the phone or the computer. (2) "This new $400 'plates' fee is standard with all dealers." The plates fee was not standard with all dealers, it was one of many fees tacked on in an attempt to nickel and dime us back up in price--it cost four times as much as our State charges to register the vehicle and deliver license plates. (3) "I have ran the credit options, you qualify for everything. You just need to come in and sign the papers." She goes in again. After making her wait a couple hours they only have one option with an unreasonably high interest rate.

Due to one deception after another we decided not to buy from this dealer and request our $3,000 deposit be returned. Our car salesman never calls us again and the guy in charge of our financing, [redacted], doesn't return our phone calls that day. I call again the next morning and finally get a hold of him. He says the car salesman was supposed to call us the day before to inform us the deposit was refunded. At this point he informs me it will be three to five business days until we receive the refund. We wait five business days from the day before, no refund. Assuming he lied about the day the cash was refunded we wait another day, still nothing. I call and leave a voicemail, no response. I call the next morning and ask for the person in charge of refunds, I get [redacted]. This is when he informs me that their accounting department never actually processed our refund. At least this time they send me a receipt. Now, I am informed it will be 5-7 days until the refund will show up in our account. This is day one.

The failure on the part of Koons to refund our money does not surprise me. This whole process was marked with deceit and ineptitude on the part of Koons, often making it difficult to distinguish which was at play. I would strongly discourage anyone buying from Koons [redacted] Ford.Desired Settlement: I hope we receive our refund, and more importantly I hope Koons Ford changes their business practices. As it sits, I would not recommend someone ever shop with them. They are either incompetent or intentionally deceitful. I strongly recommend the company reconsider its policies. I hope they decide to adopt policies of of full disclosure and following through on their promises.

Business

Response:

Revdex.com & [redacted], Please find attached a copy of the credit card refund for this transaction processed on 5/8/14 at 7:45 am. I apologize for the initial time delay by our staff. As far as the fees, we do charge a Processing Fee of $489. on all vehicles sold as permitted by the Virginia Motor Vehicle Dealer Board. If you have any futher questions, please let me know. Sincerely,[redacted]Controller

Review: I recently purchased a 2013 [redacted] Van from the subject mentioned dealer. During the sale, I noticed the van was missing floor mats. I ask the salesman about the mats, he "James" stated the mats must have been misplaced when it was being cleaned. However, e and his manager agreed and promised to order new mats and ave them mailed o me. After several follow on conversations with Koon's personnel, a young lady said she had just received the request and was making the agreed purchase of the mats. A few days later, a manager called and stated he was not willing pay for purchasing factory floor mats when it was not a part of a written agreement. There was not a written agreement made because I believed the sale person and management would "Honor" their word. However, it appears Koon's employees lack the necessary character and moral fortitude uphold promises they make. Had I known their business values was unsupported by ethical principle such as integrity, respect, truthfulness or honest actions and straightforward conduct; I would have shopped elsewhere!Desired Settlement: Honor the agreement!

Business

Response:

Please be advised that floor mats were ordered yesterday for [redacted]'s 2013 [redacted]. They are due to arrive at the dealerhsip mid next w[redacted] and will then be mailed to [redacted] at his home address. There was confusion because there is a "we owe" form signed by [redacted] on the date of delivery which stated "nothing due". However, if he is not happy, we are not happy. A set of floor mats will be sent to him at no charge.Thank you for bringing this to my attention and I apologize for the confusion.Sincerely,Steven M[redacted]Controller

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:

The response Mr. M[redacted] provided is not entirely correct. There was not any

confusion, at least on my behalf. Their

management was crystal clear on several occasions about refusing to honor their

promise. I do realize I signed the "we owe" form but it was after

they promised to provide the floor mats; which was the reason for my dissatisfaction

and my reason for submitting the complaint. Of course after Mr. M[redacted] has seen this publicized

complaint, he states they are willing to honor their original promise. However,

his organization has demonstrated a certain level of distrust by not transforming

their words into actions. Hence, after my last visit and their refusal to stand

by their agreement, I was forced to take additional actions in filing the grievance

with Small Claims”, incurring unnecessary and additional fees. Unfortunately, I cannot believe one syllable of

Mr. M[redacted]’s obvious “PR” attempt to overshadow their unethical conduct.

Regards,

Business

Response:

[redacted]'s floor mats were sent via [redacted] yesterday to his home address along along with a letter offering to reimburse his filing expenses on the Warrant in Debt he filed with the Small Claims Division of [redacted] County once he returns the release. Sincerely, Steven *. M[redacted]Controller

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I leased a Nissan Sentra in 2010 through Nissan. On April 25th 2013 I went to Koons to turn in my lease early and purchase a new Nissan Versa. Koons took in my Sentra, sold me the Versa and everything was completed.

A month later I received a phone call from Nissan Motor Acceptance asking me for past due payments on my Nissan Sentra, I explained to them that I had no longer leased that car and I had purchased a new vehicle and I was not accountable for those payments. They proceeded to tell me that Koons had not paid the pay off balance on the car and the car was still in my name. Those past due charges were put on my credit score.

I called Koons and spoke with both [redacted] and [redacted] who had assured me they sent the check to Nissan and the pay off would go through shortly.

A month later I received another collections call from Nissan. The pay off check had still not been received and Koons had lied to me.

After much hassle over the last 5 months, the Nissan Sentra, which I have not had for 5 months, still has not been paid off and I have 5 months of past due collections on my credit report.

Koons has repeatedly lied to me by telling me they have sent the pay off amount. Yet it still remains to be unseen and my credit is suffering.Desired Settlement: Koons must take a proactive approach to getting their job done. It is not my responsibility to make sure Nissan gets the pay off check and takes the charges off of my credit report.

Business

Response:

Lease return has been processed by Nissan Motor Acceptance Corp and verified by customer and dealer. There will be no impact the customer's credit rating for this transaction. Customer has been in contact with our Sales Manager, [redacted], and all issues have been resolved.

Sincerely,

Controller

Review: On Feb 28th, 2013, I entered into a purchase agreement with Koons Falls Church Nissan, which involved the purchase of a new 2013 Nissan Altima. At the time of the purchase, the dealer informed me I had been approved for the advertised "special" finance rate of 2.9%. The contract was signed, and I took possession of the vehicle. Almost 30 days later, when I received a late payment notice from the finance company on my trade-in vehicle, and after numerous phone calls to the dealer, did I find out that the stated finance rate had in fact not been approved by the finance company, and that I would have to agree to a higher rate if I wanted to keep the car. I assumed, as I had been driving the car for almost a month, that I had no choice but to sign the revised contract, which in addition to the added interest over the life of the loan also cost me several hundred dollars in accrued interest on the payoff for the traded in vehicle.Desired Settlement: I believe Koons Nissan should be responsible for the difference in interest over the term of the new car loan, plus the additional accrued interest and 1 additional payment I had to make on the traded in car.

Business

Response:

[redacted], I am sorry that you are unhappy about the financing rate we were able to secure for you from Nissan Motor Acceptance Corp. Initially on 2/28/13 we had hoped that you would qualify for the 2.9% rate. However, that was not the case. As stated on your original buyers order, you had the option to return the 2013 Altima and not sign the contract at 3.9% on 3/28/13 which was the final approval rate based on your credit.

In regard to your trade in payoff. Please note that your payoff estimate to [redacted] was in fact lowered from your original contract of 13,400.00 on 2/28/13, to 13,221.31 on 3/28/13, reflecting the decrease in principal of your additional payment.

I apologize for the entire process taking approximately 30 days. We wont pay for your interest over the term of the loan, but we would be happy to split the cost of any extra interest you incurred due to your trade payoff taking a month to process from your original buyers order date of 2/28/13.

Please send me a copy of your last statement and let me know how much interest was paid.

Sincerely,

Controller

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:

At the time of the original purchase, I was not told the finance rate was one that they were "hoping" to get for me. In fact, the sales manager specifically told me "I got you approved for the 2.9% financing". There was nothing said about it being conditional. Furthermore, when I went back in to sign the revised contract 30 days later, it was never offered that I had the option to return the vehicle and reject the higher rate. Whether it was buried somewhere in the buyer's agreement, or sales contract, I don't know; but it should have been offered as an option at the time. Believe me, I would have taken that option in a second had I known. Then again, nothing else about this sale was honest or above-board, so why should I have expected that to be any different.

Regards,

Business

Response:

We can only go by the original documents for this purchase. Attached is a copy of the buyers order signed by [redacted]. Please see section in bold print "IF YOU ARE FINANCING THIS VEHICLE, PLEASE READ THIS NOTICE: ..." Also note the initials in the red box above stating "to ensure my complete satisfaction I understand all promises must be in writing." Koons Nissan can not be responsible for paying interest on his loan. Which by the way we worked hard to obtain. We request that this file be closed.

Sincerely,

[redacted],

Controller

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:

Once again, 30 days after the initial purchase the dealer only informed me of the change in terms after I had contacted them several times, never mentioned through the whole process that I had the option of returning the vehicle, and now are stating that I should have remembered every detail of every word of every piece of paper I had signed 30 days earlier. Sure. Any dealer with any integrity would have presented me with all of my options when I came back in to re-do the paperwork. Clearly integrity is not in this dealership's vocabulary.

Regards,

Review: I plan to buy a new Nissan Armada and asked the price from different dealers. This dealer talked to me couple of times in two weeks (sales agent and manager). They promise me the price (out of door price) for specified model I wanted and confirmed by manager over then phone several times. Last Saturday morning, the manager called me again to ask me go there to buy the car and I confirm with her again about the car details and price. Everything is confirmed and I went there in the afternoon. I was told there are no car in their inventory after I talked to them. They raise the price over $4000 for same model armada they located from other dealer. The on duty manager refuse to all the agreement between us over then phone and the sales agent admitted that he promised me the price on the phone was just try to bring me to their place ( I drive over 1 hour to their place one-way). It was a such dis-honor and cheating behavior for this dealer to their customer. Please investigate their business behavior.

Business

Response:

[redacted], I am sorry we were not able to get you the deal on the Armada you liked. Obvoiusly, we are in the business to help you with your transportation needs and customer satisfaction is of utmost importance us. I am not exactly sure where the communication broke down but our sales prepresentative should have stated that you would need to bring in a signed written offer from the other dealer in order for us to beat it. Verbal promises from other dealers are not acceptable. We pride ourselves in having some of the best prices in town.

I apologize for the incovenience and time you spent coming to our store. I hope you are able to find an Nissan Armada at the price you are willing to pay. Thank you for your comments to allow us to better improve our future customer service.

Sincerely,

Controller

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:

First, this dealership promised me the price to ask me to go their place without mention any written price from other dealer for same car. Second, when I ask them to send me email or any other written proof for their promised price, their manager call me and confirmed the promised price again without mention anything about written price proof. I don't know where this claim about written proof from other dealership coming from and their action is inconsistent from the beginning until now. The statement from this dealership is either don't full investigate the whole thing or shameless dishonest excuse. Please investigate the whole thing carefully and give us the honest response. I don't think you should be proud of what you did in this event.

Regards,

Review: I purchased a pre-owned Ford [redacted] on 12/27/2014. Upon purchase (12/27/2014) I paid $795 via my [redacted] card for application of a spray in bedliner (installation of which was scheduled to occur on 1/6/2015). I delivered the vehicle to the dealership at 7:30 am on 1/6/2015 per the appointment made on 12/27/2014. I received no information from the dealership for expected completion time and had to call them 3 times before finally being told that they would not perform the application due to the "weather." I picked the vehicle up at approximately 3:30 pm on 1/6/2015 and made Olga aware that I wanted a refund. I was told by Olga that only Claudia S[redacted] could issue a refund. As Claudia was not present at the dealership, I sent her an email confirming my desire of a refund. I received an email from Claudia at 10:52 am on 1/7/15 offering to pick the vehicle up and drop it off and perform the application. I again expressed my desire for a refund. Claudia responded via e-mail at 5:05 pm on 1/7/2015 that she would issue a check for a refund. At 6:10 pm, I received a voicemail at my residence from a Ruben P[redacted] at the subject dealership. I returned Mr. P[redacted]' call at approximately 6:55 pm and again expressed my desire for a refund. I was told by Mr. P[redacted] that they would not issue me a refund because the "sale happened last year." By last year, he was referring to the purchase having occurred on 12/27/14. Mr. P[redacted] said he would speak to his general manager.

Additionally, I have yet to receive my permanent Virginia license plates for the vehicle.Desired Settlement: Refund the $795 and provide the permanent Virginia license plates.

Business

Response:

Please be adivsed that a credit to Mr. [redacted] was issue this morning for the spray in bedliner he does not wish to have installed. Thank you for bringing this matter to my attention.Sincerely, Steven L. M[redacted]Controller

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: 10372151

I am rejecting this response because:Though I did receive the [redacted] credit. I have not yet received the Virginia license plates that I paid for.

Regards,

Craig Harris

Business

Response:

Mr. H[redacted]' license plates were mailed to him, per his request the same day the [redacted]s credit was issued. Rebecca L[redacted], our Customer Relations Manager, has subsuquently called and emailed him to confirm receipt, with no reply from Mr. H[redacted]. Unless we hear from him, we can only assume he has received them and we will close the file.Sincerely, Steven L. M[redacted]Controller