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Koons of Silver Spring, Inc

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Reviews Koons of Silver Spring, Inc

Koons of Silver Spring, Inc Reviews (28)

I am rejecting the response because I had spend an extra $on tires that I could of waited to purchaseThe only reason why I had purchase the tires is b/c Chris A*** had told me that my Power Steering was not going to be right without new tires which was a lieSo I would like to get reimburse for an unnecessary purchase that I didn`t have to make for the tiresThe problem was that a bad Steering wreck was sent to the dealer and it wasn`t my tiresSo by Koons giving me wrong information I don`t think I should eat the cost of the tires
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

I spoke with the customer when the car was still here waiting for approval on servicesThe customer was also in direct contact with *** Motor Company and was also submitting a complaint through themWe explained to the customer if the manufacturer approves services as part of the recall, then we
would be allowed to submit that cost towards that same serviceBut because the issues the customer was having did not fall under the same guidelines, we were not able to submit the claim as part of the recall and therefore the customer had to pay for the servicesInitially *** did not agree the problem was related to a recall but after they agreed to assist the customer financiallyThe customer and I spoke and he agreed to proceed with the work and felt the cost to repair the work was much less than the original cost, especially since *** was willing to helpCustomer approved the work and payment and the repairs were completed.We did not do anything without the customers consent. I previously spoke with the customer and apologized for any miscommunication or if he felt he was being pushed offChris A***, our *** Service Manager is excellent at customer service and we do our very best to communicate the truth to our customers. I hope this answers your questions. Please let me know if you need any further information. Thank you, Carol H***Customer Relations Director

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*** ***
11:AM (minutes ago)
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This vehicle was purchased on 3/22/2014. *** *** and *** *** JrA Temp tag was issued with the expiration of 5/22/2014. An email was sent to *** *** from our accounting office on 04/30/telling the customer that it is required that the vehicle be taken to DE DMV and be inspected and that a signed title application is required by Delaware to register vehicle. This has never been done to our knowledge and if so we have not been given the information so we can complete the processing.
The initial tag issued was extended times, also we have issued more month temp tags. NO more tags can be issued. This is a Delaware requirement and must be done by *** ***. We offered, in our original e-mail, to send a prepaid *** overnight label once this inspection was completed to expedite everything. Again once they let us know that they have everything we will send the *** overnight.
This delay has totally be caused by our non-receipt of the DE documents. We decline any reimbursement to customer for inconvenience. Our goal is to ensure our customers are "Completely Satisified". There is accountability from this customer to complete transaction

This is the same customer as the previous complaintPlease refer to my earlier response (ID ***).Unfortunately if the customer requires more assistance he will need to work directly with the manufacturer.Many thanks, Carol H***Customer Relations Director

From: Tanya B***
arial, sans-serif;">Date: Mon, Apr 25, at 10:AM
Per our phone conversation, Koons of Silver Spring received a complaint (#***) that we are requesting to be closed. After researching the matter with other managers, I have discovered that the customer's concerns were rectified with our General Manager's direct involvement
The customer's seats were corrected, and we have changed vendors as result of the work that was done in this case. We are certainly sorry for any inconvenience that this has caused, and we have taken appropriate measures to resolve the concerns of the customer
Thank you in advance for you your assistance
Sincerely,
Tanya B***
Customer Relations ManagerKoons of Silver Spring###-###-####***

From: Revdex.com of Metro Washington DCDate: Wed, Dec 16, at 2:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** ***
---------- Forwarded message ----------From: *** *** Date: Wed, Dec 16, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected]
Hi,with regards to respond from business,she told me the same thing that told you,how ever I explains with detail to her the reason why I did not took the car to their dealer ship,she asked me to send her any invoice I have ,which I did ,she told me she is going to talk to service department and call me back,she never did, I called and left message,no response again,this the pattern that they have practicing with me over and over again,didn't offer any help with my issues,sorry not going to solve my problem,time for them to take action,transmission problem was paid by me(1800$)
Because they did not inform me of my power tran warrenty, keep telling me Iam sorry not going to solve my problem
Thanks for small your helpSent from my ***

To: Sent: 4/25/2:PM Subject: Complaint #*** Dear Mr***Thank you for taking the time to discuss this matter with me via telephone in regard to Complaint #*** Per our conversation, our request is that the complaint be closed
All issues have been addressed and/or resolved.The vehicle was serviced to address the customer's complaints The customer was also able to ride along with the technician, but the problems were not present during the service visits Unfortunately, the problems customer complained she was having with her vehicle were not duplicated All paperwork, including tags and title have been furnished to the customer All monies due have also been forwarded and cashed The finance company is in receipt of the warranty refund.Thank you in advance for your assistance in closing out this complaint.Sincerely,Tanya B

October 23,Dear *** ***:
I have read *** *** concern and reviewed her dealThere was a trade Involved that showed negative over allowance and which needed to be put Into the sales price*** *** traded In a *** *** that had an actual cash value
of $and was shown $on her purchase orderThe difference of $was added Into the sales price to help offset the over allowance to help get her deal financed through *** Motor Credit.I do not understand where she Is feeling that the sales price is off by $but she did purchase numerous other products to safe guard her vehicle and her financial position with her contractThese Items are:
Gap Insurance for $
Extended Service Agreement for $
Maintenance Agreement for $
Paint and Fabric Protection Pkg for $
These Items together add up to a sum of $
Most of these Items are cancelable and would be prorated back and refunded back to the lien holder to go against *** *** principle If she would like but they would not adjust her monthly paymentPlease let me know If there is anything else I can provide you to help *** *** with understanding her purchase but she has never come to me about this concernI would have been happy to try to help her understand what she has purchased and what we can do to help her with her paymentYou can reach me at either ***@koons.com or by phone at ###-###-####Sincerely,
Brian OGeneral Sales Manager

Complaint ID #: *** Koons of Silver Spring, Inc*** ***April 25, Response from General Manager, Alex P***: Tanya B*** in customer service at Silver Spring has already called *** at Revdex.com and discussed all of these outstanding complaints and sent him letters requesting they be
closed*** *** returned with her father and was completely unreasonableWe tried to trade her out of the vehicle and get her mother off the loan, which is not a straw purchaseHer also father tried to convince her to take the deal, as he thought we bent over backwards for her, but she still would not reconcileThere is nothing else we can do for her if she will not make a deal with us

From: Tanya B***Date: Mon, Apr 25, at 10:AM Per our phone conversation, Koons of Silver Spring received a complaint (#***) that we are requesting to be closed. After researching the matter with other managers, I have discovered
that the customer's concerns were rectified with our General Manager's direct involvement. The customer's seats were corrected, and we have changed vendors as result of the work that was done in this case. We are certainly sorry for any inconvenience that this has caused, and we have taken appropriate measures to resolve the concerns of the customer. Thank you in advance for you your assistance. Sincerely, Tanya B***Customer Relations ManagerKoons of Silver Spring###-###-####***

To: Sent: 4/25/2:PM Subject: Complaint #*** Dear Mr***Thank you for taking the time to discuss this matter with me via telephone in regard to Complaint #*** Per our conversation, our request is
that the complaint be closed All issues have been addressed and/or resolved.The vehicle was serviced to address the customer's complaints The customer was also able to ride along with the technician, but the problems were not present during the service visits Unfortunately, the problems customer complained she was having with her vehicle were not duplicated All paperwork, including tags and title have been furnished to the customer All monies due have also been forwarded and cashed The finance company is in receipt of the warranty refund.Thank you in advance for your assistance in closing out this complaint.Sincerely,Tanya B

Dear *** ***;Thank you for the opportunity to address this complaint. In regard to complaint #*** concerning *** *** ***. It is quite unfortunate that *** *** experienced mechanical issues with his vehicle. I have had communication with *** *** to
apologize and made certain that our Service Manager contacted him in my presence to sort out his concerns. *** *** did not respond to my managers calls. He was advised to bring his vehicle in so that we would have the opportunity to assess what the issues were. Unfortunately, he chose not to bring it in, never giving us the opportunity to diagnose the vehicle. In the interim, he explained that he took it to two locations (at least one was not a dealer). He also, advised me that his problem was covered under the vehicle warranty. Again, I offer my apology for any inconvenience to *** ***, but not having the opportunity to see his vehicle makes it very difficult to diagnose or fix any problems.Sincerely,,Tanya B***Customer Relations ManagerKoons of Silver Spring***

Myself and Matt S[redacted], our Shop Foreman, have been in contact with the customer to review all concerns. Customer was given advance notice that her car was going to need the second actuator replaced or the vehicle would seize. We previously and most recently explained to the customer this event...

could occur at any given time; there was no way to predict the exact time the actuator would give out. The customer still declined the work due to lack of finances. As a sign of good will, we called the customer back and offered these services at $950. Customer said she was in a meeting and would call back. Thank you,Carol H[redacted]

Hi [redacted], I'm sorry if the...

customer is still experiencing problems and feels we owe him a refund but we feel we did everything the manufacturer recommended. He did not have the tires replaced at Koons of Silver Spring and declined all recommendations other than having the steering assembly replaced. As mentioned before, he should work directly with [redacted]/[redacted] with any further disputes.We decline all refunds on these services. Thank you, Carol

Company: Ford Koons
Phone: (301) [redacted]
General Manager: Brian O[redacted]
Email: [redacted]
A littler background:
• On May 5th Horace S[redacted], my 93 year old grandfather who suffers serious dellusions and dementia went to Koons, I called and spoke to Jimmy advised them I was guardian and asked them not to sell him a car. I also stated that Elderly Protective Services was working with the MVA to remove my grandfather’s license. Jimmy seemed to understand, advised me that he had to be careful about discrimination but I felt that he understood my situation. Later that day I found out that they sold him the car, he wrote a check for ~42k to cover the car and an employee of Koons followed him home in his Lexus so he could drive the new car home. This car was for a make believe person named Moshi, by the way. I called and spoke to Jimmy and he said there was no legal reason that they could not sell him the car. I asked him what about ethically and asked why he would take advantage of an older person. Jimmy was no help.
• On May 10th I called and was told Debbie would be the most appropriate person to talk to, when I called back to speak with her I was informed they had an internal meeting and no one was allowed to talk to me.
• On Wednesday May 11th I spoke with the General Manager, sent him the Order and he told me he would look into it. Later that day Brian left me voicemail stating that he called me 93 year old grandfather who has dementia and asked him if he would like to keep the car and he said yes. Also, in the voicemail Brian informed me that the car would now be considered used, that the car had tags and was now paid in full. Also, Brian stated that he didn’t know who I was and instead of asking for me to come in and verify my ID basically refused to help me.
• On Saturday, May 14th I went in to Citibank to make some changes on my grandfather’s account and was informed that there was not enough in checking for the check to Koons to clear and that it was returned. That same day I went to visit my grandfather and saw a letter from the MVA stating there is an Emergency Suspension on his license starting today, May 16th.
I have requested that Koons make this situation right and they have been non responsive. I feel that they took advantage of my grandfather and acted regardless of the importance of guardianship to protect his rights.

From: Revdex.com of Metro Washington DC<[email protected]>Date: Wed, Dec 16, 2015 at 2:49 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted].com>Date: Wed, Dec 16, 2015 at 2:33 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],with regards to respond from business,she told me the same thing that told you,how ever I explains with detail to her the reason why I did not took the car to their dealer ship,she asked me to send her any invoice I have ,which I did ,she told me she is going to talk to service department and call me back,she never did, I called and left message,no response again,this the pattern that they have practicing with me over and over again,didn't offer any help with my issues,sorry not going to solve my problem,time for them to take action,transmission problem was paid by me(1800$)Because they did not inform me of my power tran warrenty, keep telling me Iam sorry not going to solve my problemThanks for small your helpSent from my [redacted]

October 23,2015Dear [redacted]:I have read [redacted] concern and reviewed her deal. There was a trade Involved that showed negative over allowance and which needed to be put Into the sales price.[redacted] traded In a 2014 [redacted] that had an actual cash value of $12300.00 and was shown...

$15900 on her purchase order. The difference of $3600.00 was added Into the sales price to help offset the over allowance to help get her deal financed through [redacted] Motor Credit.I do not understand where she Is feeling that the sales price is off by $5000.00 but she did purchase numerous other products to safe guard her vehicle and her financial position with her contract. These Items are:Gap Insurance for $700.00 Extended Service Agreement for $2780.00 Maintenance Agreement for $2525.00 Paint and Fabric Protection Pkg for $670.00 These Items together add up to a sum of $6675.00. Most of these Items are cancelable and would be prorated back and refunded back to the lien holder to go against [redacted] principle If she would like but they would not adjust her monthly payment.Please let me know If there is anything else I can provide you to help [redacted] with understanding her purchase but she has never come to me about this concern. I would have been happy to try to help her understand what she has purchased and what we can do to help her with her payment. You can reach me at either [redacted]@koons.com or by phone at ###-###-####.Sincerely,Brian O.General Sales Manager

Hi [redacted], on Repair Order number [redacted] we recommended many services to be done including tires, brake pads, etc. which at that time, the customer declined ALL recommendations. The only thing the customer chose to have completed was related to the steering assembly.  On Repair Order [redacted] the customer complained the steering still gets stiff and already had new tires (which he did not have replaced at Koons of Silver Spring). Again, we only worked on the steering assembly.As previously mentioned, the customer has already received financial assistance from [redacted]. If the customer still has concerns regarding the steering assembly then he should work directly with the manufacturer on next steps. He can also take the vehicle to another [redacted] dealer for another opinion.   I am very sorry but at this time we feel we have done everything we can and do not feel we owe the customer a refund. Thank you, Carol H[redacted]

Dear [redacted];
Thank you for the opportunity to address this complaint.  In regard to complaint #[redacted] concerning [redacted].  It is quite unfortunate that [redacted] experienced mechanical issues with his vehicle.  I have had communication with [redacted]...

[redacted] to apologize and made certain that our Service Manager contacted him in my presence to sort out his concerns.  [redacted] did not respond to my managers calls.  He was advised to bring his vehicle in so that we would have the opportunity to assess what the issues were.  Unfortunately, he chose not to bring it in, never giving us the opportunity to diagnose the vehicle.  In the interim, he explained that he took it to two locations (at least one was not a dealer).  He also, advised me that his problem was covered under the vehicle warranty.  Again, I offer my apology for any inconvenience to [redacted], but not having the opportunity to see his vehicle makes it very difficult to diagnose or fix any problems.Sincerely,,
Tanya B[redacted]
Customer Relations ManagerKoons of Silver Spring[redacted]

My name is james m[redacted] and today 7/30/16 I purchased a 2015 Ford Taurus from koons ford of silver spring, and I must say the experience was the best ever and I've purchased quite a few cars in my 63+ years, and let me tell you this by far was my best experience, I don't know about anyone else but I am totally 200pct satisfied, if I have the opportunity to purchase another vehicle I'll make a b line for koons ford of silver spring, I will name names in my Y[redacted] posting later tonight or tomorrow, thank you.

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Description: Auto Dealers - New Cars

Address: 3111 Automobile Blvd, Silver Spring, Maryland, United States, 20904-4902

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