Koon's Ford, Inc

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

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.