Koon's Ford, Inc

Review: I’m writing to inform you that I had a very negative experience at this location on 06/19/14. This complaint is about Mr. Ruben P[redacted] who works at Koons [redacted] location.

First of all, I do not want any of your other customers to be in my situation because of a very rude, immature, sick-minded employee.

I purchased a 2014 [redacted] from Koons 6 months ago and I was very satisfied with the sales person and the car. With this satisfaction, I came to your dealer again to buy a second car two days ago. I bought a 2014 [redacted] and again I was very satisfied with the sales person and the car. This dealership also offered me $500 coupon for my next purchase because I bought the car without making any negotiations. I appreciate Koons for rewarding loyal customers such as I am and this coupon made me think to buy my third car from your dealership.

While we were negotiating for my trade in car and buying a brand new car, they offered me $11,500 for my trade in. As far as I am concerned, the trade in value was way lower than my car’s market price so I basically declined the offer and left the dealership. I received a phone call and the salesperson told me that they will be able to give me $14,500 for my trade in if I come in same day and suggested to close the deal that day if the offer is good enough for me. I went to dealership since we agreed on the trade in value. Once I got in the dealership, Ruben P[redacted] took my car for a test drive again although it was test driven before and it took the sales person an hour to tell me that they could only offer $13,000 for my trade in. Even though I was very frustrated to them for not keeping their promises and changing minds, I said very politely “I will not accept this offer and I wouldn't come in if I didn't get offered at $14,500 as you told me on the phone.” So Mr. Ruben P[redacted]’s attitude started from that point and he told me that I could go if I’m not satisfied with that number and acted like he’s giving me a free car. I still hold on to my calmness due to previous businesses that I made with Koons.

Long story short, he adjusted the trade in value and he made us wait for another hour to put couple numbers together. We were there with my mother who has medical problems but he didn't care and he still made us wait there on purpose. While we were closing the deal, I gave him my coupon from Koons and he got frustrated. He came back with my key and he literally throw the key to the table in front of me and told me to leave. I've never had such a bad experience like this in any dealership I've been to. This is way beyond for anybody to accept such an ill-mannered behavior and I will not tolerate this with or without any reason. The other customers and employees are also witnessed to this sick-minded person’s behavior. They told me to come in for the trade in value in the first place and they told me that I could use the coupon for my next purchase while I was getting my second car, now Mr. P[redacted] who apparently have personality issues treating me like this.

I feel very disappointed with this interaction, as I enjoyed my experience at your dealership with my previous purchases. To fix this situation, I would like to use the same coupon and I still want to buy the car I want from your dealership. I think an apology from Ruben P[redacted] is also appropriate since this is not acceptable or tolerable.Desired Settlement: To fix this situation, I would like to get the same coupon ($500 off next purchase) use it at different koons location. I think an apology from Ruben P[redacted] is also appropriate since this is not acceptable or tolerable.

Business

Response:

Revdex.com, We regret that we were unable to come to an agreement with [redacted] on a value for his trade in here at Koons Ford [redacted]. The approximate trade value was provided over the phone, however once the vehicle was inspected we discovered that it was in very rough condition with body damage and rims that did not match. Therefore the trade in value was reduced. I have spoken to Mr. P[redacted] about the transaction and apolgize if his actions seemed rude or unprofessional. Unfortunately the $500 off coupon is only valid here at Koons Ford [redacted] as specified on the bottom of the coupon. (copy attached) We would be happy to have a different Sales Manager work directly with [redacted] if he is interested in using the coupon and purchasing a vehicle here. 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:

They are still lieing about the trade in. They accepted the car the way it was they new the scratches on the car after we got to an aggrement. Rims are factory matching tires toyata can inspect that. They signed the trade in offer right in front of me until I show the coupon they were ok with the trade in as is.

Regards,

Review: We leased a 2010 Nissan Sentra through Koons [redacted] Nissan. When the lease matured, we requested to purchase and pay off the residual amount to own. Rather than selling us the car directly from the Nissan Motor Acceptance Corporation which rightfully owned the vehicle in the first place, they transferred the car to their personal inventory first and then proceeded to resell us the car as "used". In spite of our request to pay off the residual only and the manager of the Koons Nissan new cars division telling us that we are exempt from the 4% state sales tax, we were sent to the Koons used cars division at [redacted], Virginia and there, **. [redacted] told us that they would sell us the car after importing it to their inventory. As a result, we had to pay the 4% sales tax in addition to the residual. Today 9/26, we contacted the Nissan Motor Acceptance Corporation and spoke to [redacted] (customer service) and she confirmed that the dealer was not supposed to import the car into their inventory first and then sell it to us after request. As a result, we should have not paid the sales tax. In addition the original title was first transferred to Koons Nissan before giving it to us. As a result, when we went to the DMV to request plates, we were asked to a pay 4% sales tax. The DMV staff also confirmed that if we requested that we were going to purchase the car, the title should have been given directly to us not Koons Nissan. Due to the events, we were never sent a post transaction satisfaction survey.Desired Settlement: Due to their unprofessional handling and customer service, we are seeking a full refund of the 4% sales tax which equates to $472.12

Business

Response:

**. [redacted] and Revdex.com, I am sorry about the confusion involving the buyout of your lease. As per your instructions at the time of delivery, you asked that we not handle the registration of your vehicle. However, You should be entitled to a refund from the VA DMV for the taxes you paid. I have attached the form "Application for Refund of Sals and Use Tax" which you will need to take to the DMV along with a copy of a letter from our title department. You will also need to take a copy of your original lease showing that taxes were paid at that time.

Please feel free to contact me if you have any further questions.

Sincerely,

Controller

Attachments: Buyers Order, tag work request, Letter, application for refund of taxes

Review: I was sold a vehicle with a promissory note that 2 sunroof sunshades would be replaced and fixed. I purchased the car in the middle of August and it's now November. I have tried to contact them through email and have gone into the dealership asking about that, but have gotten no response.Desired Settlement: Please replace my sunroof sunshades as Koons promised.

Business

Response:

Dear [redacted], Our custome relations manager, Rebecca L[redacted], is in the process of trying to schedule an appointment for [redacted] to bring the vehicle into our service department so that any necessary parts can be ordered and/or repaired for her sunshades. We will honor any commitments and try to resolve as soon as possible. At this time Rebecca is waiting on [redacted]' response as to a date/time convient for her.Rebecca can be reached at [redacted]@koons.com or ###-###-####. Sincerely,Steven *. M[redacted]Controller

Review: I spoke with Mikah G[redacted] (service manager) regarding a service issue that occurred at their location, [redacted], VA on 07/23/2014. My son ([redacted]) brought his 2010 [redacted] in for service to include a transmission fluid flush and headlight repair order. His appointment was at 2:15pm. At approximately 3pm I was on the phone with my son while he was waiting for the service to be completed when the service guy came out to tell [redacted] after looking over the car he would need all four brake pads, all four rotors, and much more and the cost would be 1595.00 at which time I told [redacted] to tell the guy not to do all of that work and the guy told him it was too late they already started the work. Three hours later at approximately 6:15 they came out to tell [redacted] the car was done and the final bill was $1,840.83. My son in an honor student at [redacted] University working this summer in [redacted], VA at [redacted] Golf Course for his degree/program requirements. These internships are a minimally paid position and this issue has almost depleted his account from everything he has worked for. He is a good kid who works very hard but unfortunately knows little about car parts and repairs. I feel as though this dealership saw an out of state vehicle with a young kid and took advantage of him.We recently had this vehicle inspected in May 2014 and it passed everything. I do not expect a full refund by any means, however I do expect [redacted] to be fair in making this right. Unfortunately now the parts (we did not authorize) are already on the vehicle and it has left the lot. We have no problem paying for the parts, but I think a fair deal would be to refund the labor on this bill for the parts and services that were not authorized, IE: Four brake pads, four rotors, and brake fluid flush. I appreciate your time and attention to this matter and hope to have a response from you very soon.Desired Settlement: Refund of labor charge for services not authorized.

Business

Response:

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

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.

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Aug 6, 2014 at 4:59 PM

Subject: 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]

Thank 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.

Review: I purchased an 2007 Ford auto that was listed as to have features that were plainly included on the sales listing. among the features was air conditioning. the purchase occurred in the very cold season. On the first day that it was warm 4-10-2013, I turned on the air conditioning, It did not work. I called the dealer, and brought the car to them within a half hour. They checked and found that the air conditioner was leaking, they told me the repair cost was $1800. I told them that I felt that It was bad when they sold it to me. The sales Mgr. [redacted] told me Air conditioner was good when I bought it from them. However inside the car was the old paperwork with the name and address of the person that owned the car last, who confirmed that the air compressor had been leaking before it was traded to the dealer. The dealership Mgr. [redacted] offered to replace the compressor at a cost to me of $675. I had been told by another repair place the cost for a repair was $700. "[redacted]" held firm, that they would only fix the air compressor for a fee.Desired Settlement: The auto was defective at the time of sale. the defect was not found until the air conditioner was needed. The dealer should put it in good order. The sale was a "retail sale" not a "wholesale transaction"

Business

Response:

We have spoken with [redacted] a variety of times explaining different options. He eventually spoke with the General Manager [redacted] who agreed to give hime $500 towards the repair to get done where he found it cheaper. He agreed to this offer and we cut him a check on April 19th. It was cashed and cleared our account on April 23rd. [redacted] did not purchase any type of extended warranty when he made the purchase fo the 2007 Ford Freestyle with 127,000+ miles. He was under the 50/50 power train warranty which comes with used vehicle, but this was not a covered repair. We did, however, offer to go 50/50 if he got the work done here. He found some place to do the repair cheaper and we gave him $500 towards that repair, more than 50% of the $700 it would cost him to have the repair done at an outside service center.