Koons of Silver Spring, Inc

Review: I purchased a used Ford Explorer on 11/11. As part of the purchase I traded in my 2011 Nissan Versa. I had a lien out for the Versa and owed more that the car was worth. But Koon's was going to close out that loan and apply the negative equity to my new loan. On Friday November 22nd the bank withdrew a payment for the loan I had on the Nissan Versa. I immediately contacted Koons because I no longer have the vehicle so should not have payments taken out from my account anymore. I also received a bank fee because I was not expecting this charge on my account and the fund were unavailable. I contacted the sales rep and the financing person who negotiated the deal at 10 am on Friday. I got no contact back form either of them. I Emailed again on Saturday and was told they couldn't do anything til the accounting department opened on Monday. I still have not heard anything back from the accounting department that they are ever working on the case. I contacted Koons customer Service regarding the issue and they said they would contact accounting and mark it urgent but I still have had no contact from the dealership.Desired Settlement: I would like a refund for the $240 plus $35 applied back to my account immediately before I incur additional charges.

Business

Response:

**. [redacted]' 2011 Nissan Versa was paid off as the attachments show. Our records show that the payment was paid and no additional monies i.e. another payment or any penalty should have been charged to our customer. If the customer had automatic payments taken out, this additional payment should have been refunded to the customer by her financial establishment with no penalty charged. I have attached the Md Cert of Title and the Notice of Security Interest. Please have the customer speak to [redacted] Auto Finance about the $140.00 plus the penalty. For any additional assistance please have **. [redacted] call [redacted], Customer Relations Manager ###-###-####.

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: As of November 11th I no longer had the car. I signed paperwork for them to be responsible for ensuring that the old loan was closed and payment were stopped. I had contacted them several times with no response back until I filed this claim. That is poor customer service. I should hnot have to spend my time and energy cleaning up their mess. I couldn't wait for the money any longer and did finally contact [redacted] myself. They have refunded the $240 payment but I still have $70 in overdraft fees that I need covered.

Review: My husband traded in our 2012 Subaru on a 2006 Ford Freestyle on July 10, 2013. We have yet to receive the Freestyle, due to repair issues. [redacted] went to the dealership on July 10, 2013 after calling the dealership to inquire about the Freestyle and was told that it was ready to go, come on down. Once arriving, 45 minutes later, he was told it had a small engine issue that they were sure would be fixed by the weekend (1-3 days). Weekend came, we were told well its a transmission issue but they were sure they would have the part in by Monday and have it ready to go by mid week (~July 17). Well then on Friday July 19th we were told that the new part had a problem and they had to order us another new one, but they were sure that they would have it by the next week and they knew we were ready to cancel the deal then but they assured us they would have it ready by July 26, 2013 for our trip to Michigan. July 26, 2013 we were told well we will get you a different rental but it is not ready yet. We told them we were getting tired of the run around and they had until August 5, when we returned from our trip to complete the repairs. On August 5 we were told that they had to order a new transmission again and they admitted that the one that they told us before was a new one was actually one they had sitting around that they knew had problems and thought they could get it to work. We were promised a call back Monday evening telling us when the new one would be in and promising us it would be taken care of ASAP. Today August 9 my husband was finally told they got the parts in yesterday and should have it done by today. I really have no faith in this dealership as we have been continually lied to for the last month. Also today we were told we could look at another Freestyle that came in (and is $3000 more). I think they are trying a bait and switch now.Desired Settlement: I want them to either deliver the 2006 Freestyle or give us the down payment and difference between the Subaru payoff and what they offered us for the vehicle. $3579 Then I will turn over the titles to both cars.

Business

Response:

Re: [redacted] Complaint, our #1 goal at Koons of Silver Spring is to ensure that our customers are "Completely Satisified" and would "Recommend our Dealership". Our service department as well as our sales staff worked hard to ensure **. [redacted] was happy. After a little time it was determined and agreed upon by both Koons of Silver Spring and **. [redacted] that a vehicle change was in her best interest. She was able to pick out another vehicle to her liking and we at Koons of Silver Spring made it happen. **. [redacted] is extremely happy and again we have stepped up to help that happen. Regards, [redacted], Customer Relations Manager

Review: I purchased a new vehicle which included a vehicle registration and processing fee. After numerous contacts with the business regarding receipt of my new tags, I received a UPS package with a refund of $2802.43 and a statement that the refund was being issued as they were unable to obtain DC tags for my vehicle. This amount was less than the $3041.43 I had paid. I contacted the dealter and, per the Title and Registration office, The difference was due to a $200 "paper processing" fee for financing. I purchased the vehicle without financing and requested the additional monies refunded as the only "paperwork" to be done was the registration and tags. On December 24th, I spoke to the Finance Manager @ xt [redacted] who informed me that the $200 was just a blanket "paper" fee and as the Buyer's Order is "paper" - they processed paper and the fee is non refundable. Per the Finance Manager, although the Buyer's Order states they will process the Title and Registration, they are not related.Desired Settlement: Refund of the $200 fee as the only paperwork to be completed, the vehicle title and registration, was not done.

Business

Response:

The customer stated everything that was told to her by our Finance Director. This informatioin is correct. There is a straight $200.00 dollar fee charged to all deals/customers for the processing (paperwork) that is needed to process a sale of a vehicle (new/pre-owned/leased). This is not refundable because a buyer pays cash or because we don't do their tag work. It is a paperwork processing fee. Not related to tag work or cash deals.

Review: I recently purchased a vehicle and the salesman neglected to inform me of the "damaged front rims, and mis-matched tires.

When I contacted the salesman; he informed me that since the vehicle had passed Maryland inspection-I should have "NO" concern.

I than tried to contact customer service to relate my concern, and was never contacted by Linde D[redacted], but was told by her associate, she'd relay the message.

A blemish was pointed out to the salesman (not mentioned by him,) and some gas provided as compensation.

Review: After several emails and phone call communications with no response as to what will happen to my warranty I paid 1195.00 for 107370 miles and only got 76000 miles worth I sent this email to [redacted] in July 2013.

"My overall experience with Koons in silver spring MD is unexceptable. I sign papers for an extended warranty august 23 2011 stating it covers a premium plan for 107,370 miles or 11/24/2015 for the repair shop to tell me it covers less mileage than what I signed for. After hearing this I spoke with a "manager" and he referred me to [redacted]. I faxed and emailed her the paperwork I have for my premium care coverage and she said she will get in contact with me when everything is fixed in back in December. Seven months later with an "expired" warranty I still have not heard anything back just like before when I speak with her. I always have to keep calling and following up to the point she said to wait until she gets in contact with me. Obviously that has not happened yet Since then I have been paying for services covered in my warranty I'm sure Koons will give me a hard time to reimburse the money. Nobody seems to care or take the correct actions to fix my warranty. After several attempts visiting the dealership sending faxes and calling ford directly (who refers me to the dealership) nobody has fixed my plan. I am told what it says in the computer is 76,000 and my paper I signed almost 2 years ago says something completely different and nobody know what to do.

I purchase a car thinking I'm covered for certain services when in reality because someone typed my information in wrong I'm help liable and highly inconvenienced. As a customer I feel ripped off and taken advantage of. Coverage plans as most people feel are a ripoff and after my experience Koons won't have to worry about me purchasing another vehicle or have anybody I know purchase there as well. I don't want anybody going through what you all have put me through. The main reason I purchased the warranty is for the oil changes and other little things that cost way more buying them alone. I purchased it for the convenience and just in case something happens however had known my plan for $1,195.00 was valid for 76,000 miles on a car that already has 32,370 I would have passed that offer. I feel I was lied to to help someones commission I can care less for. 43,000 worth of coverage which is about 8 oils at roughly $320 upsets me because I am being inconvenienced for this false information provided to me when it should be roughly 76,000"

July 23rd I havent heard anything from him however I guess he forwarded my email to [redacted] who states "[redacted], just received your e-mail. I must say I am not remembering your case, I do apologize. I will certainly check with [redacted], Finance Director in just a few minutes and see if I can jog his memory about talks we may have had, I also will look through my history file. I will contact you tomorrow. Thank you for reconnecting with me. Regards, [redacted]"

Here we are October 25th and I still have not heard anything back from them. I was lied to and cheated out of my money and warranty and not even [redacted] someone I thought who may look into this after this has been going on for a year now would care about my situation and nobody seems to care less. [redacted] the customer service manager fails to follow up over and over again about a paying customers legit issue. I am not done with this matter and I plan on reporting them to every agency.Desired Settlement: I was tricked into buying a service for my vehicle that I am not able to use according to my contract. I would like a full cash refund of $1195.00 because I was not given the services I paid for and signed for and nobody seems to care about my situation. I think its fare after the customer service I received from this location is beyond unexceptionable and is not how business should be done. I was lied to several times promised something that was never taken care of and now I have no warranty because I was at 103k miles. I started this process back when I was approaching 76k miles when the repair guy informed me it was going to expire. I will never purchase recommend or visit this establishment to purchase anything from them again.

Business

Response:

[redacted]

Review: Aftab AhmedIffat [redacted] ([redacted]###-###-####06-23-13 To Whom It May Concern:This is in reference to Koons Of Sliver Spring Maryland. I purchased my car Lexus Rx 350 2009 with extended warranty I was explained it is bumper to bumper coverage except that it does not cover the bumper. I called the dealership in March 2013 asking if I could take my car to Lexus of Chantilly due to check engine light and VCS off light. [redacted] told me I can take my car anywhere because I have extended warranty. I was told by Lexus Of Chantilly check engine light and VCS off light are not covered in the warranty. I had to pay $150 to Lexus which was the diagnostic fee. I called Koons of Sliver Spring again, this time I was told by [redacted] that I have to travel to Koons I made my appointment upon arrival I found out [redacted] is off for the day. Once again I had to explain my situation to other sale representative. I was told (oh you guys got screwed at time of purchase.) I was told to speak to [redacted] (Customer Relations Manager) she assured me that she will take care of everything. [redacted] replied to me after a week stating nothing can be done you have to fix the car to upgrade the warranty I told her that I was put in the wrong warranty [redacted] stated there was nothing she could do until we fix the car 1st. I called the warranty company at ###-###-#### I was told to call the dealer where I purchased my car they can make the changes for me.I called [redacted] back she stated she does not remember anything and has to research and will call me back. I waited for her to call me back for 2 days. [redacted] failed to follow up I called her back she says there is nothing she can do I need help I am paying for my warranty I had bought extended warranty so I would not have any trouble but it seems that no one is willing to help. I did not get any positive answers from anyone and I still need to get my car fixed. Lexus of Chantilly has given me an estimate of $1198.56. I do not think I should have to pay for this out of my pocket for the mistake dealer made by placing me in the wrong warranty.Desired Settlement: I would like them to place me in the warranty that I was told about and fix my car as well as refund my the $150 that I paid to Lexus of Chantilly.

Business

Response:

[redacted] <[redacted]>All customers are offered, by our finance office, at time of sale several different warranty options. The customer can choose the warranty that they feel best suits their needs. **. [redacted] chose the Extra Care Warranty at the time of his purchase. After owning the vehicle since June 11, 2011 **. [redacted] experienced a problem with his vehicle. He than took the vehicle to Lexus of Chantilly, there he was told that the problem he was experiencing was not covered under his warranty. At that time **. [redacted] immediately called the Koons Finance Director and requested that he be able to purchase a Premium Care Warranty which would cover his issue. The director told **. [redacted] that he has had the vehicle too long and probably could not upgrade. Additionally, an upgrade would probably not be approved by Ford due to now having a pre-existing problem. However, since **. [redacted] is a valued customer the director said he would contact Ford and make an effort to have this approved. **. [redacted] spoke with me the Customer Relations Manager, I told him I would handle the issue by speaking with our Finance Director to see if anything could be done. The Finance Director gave me the same information he had given **. [redacted]. That he had contacted Ford on behalf of **. [redacted] and requested a warranty upgrade also mentioning that **. [redacted] was willing to pay for this. Ford said they would not approve the warranty upgrade. This upgrade is being requested after the vehicle has been diagnosed with a problem (pre-existing) problem. **. [redacted] was advised of this by our Finance Director. Our #1 goal at Koons of Silver Spring is to ensure that our customers are "Completely Satisfied". In this instance our Finance Director went above and beyond to try and get Ford to approve this request, knowing full and well of the probably outcome.

Business

Response:

[redacted] <[redacted]>All customers are offered, by our finance office, at time of sale several different warranty options. The customer can choose the warranty that they feel best suits their needs. **. [redacted] chose the Extra Care Warranty at the time of his purchase. After owning the vehicle since June 11, 2011 **. [redacted] experienced a problem with his vehicle. He than took the vehicle to Lexus of Chantilly, there he was told that the problem he was experiencing was not covered under his warranty. At that time **. [redacted] immediately called the Koons Finance Director and requested that he be able to purchase a Premium Care Warranty which would cover his issue. The director told **. [redacted] that he has had the vehicle too long and probably could not upgrade. Additionally, an upgrade would probably not be approved by Ford due to now having a pre-existing problem. However, since **. [redacted] is a valued customer the director said he would contact Ford and make an effort to have this approved. **. [redacted] spoke with me the Customer Relations Manager, I told him I would handle the issue by speaking with our Finance Director to see if anything could be done. The Finance Director gave me the same information he had given **. [redacted]. That he had contacted Ford on behalf of **. [redacted] and requested a warranty upgrade also mentioning that **. [redacted] was willing to pay for this. Ford said they would not approve the warranty upgrade. This upgrade is being requested after the vehicle has been diagnosed with a problem (pre-existing) problem. **. [redacted] was advised of this by our Finance Director. Our #1 goal at Koons of Silver Spring is to ensure that our customers are "Completely Satisfied". In this instance our Finance Director went above and beyond to try and get Ford to approve this request, knowing full and well of the probably outcome.

Review: I received an advertisement from Koons Ford which read HOW TO BE A LUCKY WINNER, SCRATCH, MATCH, AND WIN! If you Match 3 Parking Amounts in a row( up, down, across, or diagonally) or if your key opens the lockbox, YOU ARE QUALIFIED TO BE A LUCKY WINNER CALL: ###-###-#### Have your activation Code ready! Proceed to Koons Ford Lincoln Mazda during event hours to redeem your prize! Well, I call my code # [redacted] in to Koons and was told to check the page before the last page and that one of those prizes I would receive, just for coming out to Koons Ford Lincoln. The top prize was $20,000 or a 2013 Ford Fiestal, Second prize was having ones Mortgage or rent paid for one year, third prize was a 50 '' flat screen TV set, and fourth prize was $1,000 in Lottery Tickets. Well when I got there first I had to stand in line for over one hour, then when a Sale person whose name was [redacted] came to get me out the line he ended up telling me that I really didn't think that I was going to get anything except two lottery tickets I told him what I was told before I came all the way out to Silver Springs MD is that I would receive one of those 4 prizes on the next to last page of the advertisement he laughed and said well they didn't put that I would receive two Md lottery tickets in that advertisement because I and most others would not have come there. This has got to be a case of Bait & switch If I ever heard of one. There has got to be a law against false advertisement like at Koons Ford Lincoln at [redacted]Desired Settlement: I would like for Koons Ford Lincoln to give one of those four prizes that they told me about over the telephone and in the advertisement that I would receive for just coming out there and standing in that line for over one hour.

Business

Response:

The advertisement says, "Regional Vehicle Clearance Event". The first page says, "So if you are even slightly thinking of purchasing a vehicle in the near future, do not miss this event! No surprise that this was an event to sell vehicles. Additionally we had a Sweepstakes Prize Board. Everyone won something! At the least everyone won 2 lottery tickets! From the lottery tickets I know of one $1000.00 and another won $3,000.00. On the back HOW TO BE A LUCKY WINNER- Scratch, Match, and WIN! Any of these and it says, "YOU ARE QUALIFIED TO BE A LUCKY WINNER CALL: ###-###-#### No false advertisement at all. Koons of Silver Spring takes great pride in taking care of their customers. Many customers came, won prizes and bought vehicles at great prices. We had a great time serving food and beverages and talking with our customers as they waited. I apologize if you feel we misrepresented anything to you, however we do not feel that any compensation is due.

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 prizes that were explained over the phone when one calls to confirm their code number and the prize that one receives after standing in that long line was and is misleading. Just as their Tech person [redacted] laughingly said is that"no one would have come there if they knew that all they were getting was 2 Md lottery tickets and he was right it would not have been worth my while. I've learned from that scheme, so in the future when I do receive an advertisement from Koons or other companies I know to throw it away. I am going to buy a new vehicle, but it won't be from Koons Ford Lincoln and I will let my family and friends know not to deal with a bait and switch company such as theirs.

Regards,

Business

Response:

**. [redacted], thank you for your feedback. I do apologize for anything that was said to you over the telephone. Out of 50,000 mail outs you are the only one that has contacted us with a problem. This was an outside company that brought their own sales staff which included [redacted], we are sharing this information with them. This review has been shown to the General Manager and will definitely help us to do a better job with the next event. We value our customers. If you have ever been to Koons Silver Spring prior to this sale, you know that our #1 goal is customer satisfaction.

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 don't know any of those 49,999 people you are talking about; I am only talking about my bad experience with Koons Ford, sometimes the first impression goes a long way as to how one is treated in the customer service business and at this moment I would not come back to Koons Ford in Silver Spring Md. nor, would I recommend Koons to any of my family or friends, and just because 49,999 people don't complain about the bait and switch practice, I'm sure that most of them would not come back to Koons Ford Lincoln in Silver Spring Md. for no kind of sale and or advertisement that you mail out again," I know I won't".

I'm really trying to understand how Koons Ford Lincoln have such a high ratting with Revdex.com when your business practices are suspect.

Regards,

Review: My Husband and I went to Koons Ford of Silver Spring to look at cars. [redacted] pressured us into buying a 2011Toyota Camry on 07/06/2013

First issue- Koons failed to honor the internet price.

Koons management team insisted on a down payment of a 1,000 even after we expressed "No Down Payment"

I gave 500.00 dollars in cash, and explained I didn't have any more money till my next pay day 07/19/2013.

Then I was told by the finance manager that he would need a check. I told him funds are not available until 07/19/2013.

He verbally assured me that he will not deposit the check until July 19, 2013.

On 07/08/2013 [redacted] called and requested more information that I did not have, the bank rep explained that without the information requested the

Loan will not be approved. I phoned the dealership and explained to [redacted] what the bank told me, he was very rude and went so far as to say

"you signed papers promising you will do whatever to get this loan approve through the Bank"

I was outraged, I consistently phoned the dealership requesting a higher authority, someone by the name of [redacted] asked me to come by to see him

I express my concerns about the bank loan, and my husband not able to pay the rest of the down payment. [redacted] suggested that

we return the vehicle.

I returned the vehicle that same day 07/09/2013. however; my cash down payment was not returned to me until the following day with $260.00 deducted out of it.

to make matters worst. after the vehicle was returned Koons Ford deposited my $500.00 check on 07/11/2013 which resulted in major over draft fees and

other bills not being able to clear. Financce manager assure me the check would not be deposited untill

07/19/2013. There is no way that check should not have been deposited Because I returned their vehicle!Desired Settlement: Refund for the ovverdraft fees, and the return of my $260.00

Business

Response:

**. [redacted], I would first like to apologize for any inconvenience suffered by you following the purchase of your vehicle. Koons of Silver Spring and our employees pride themselves on ensuring that every customer is treated with the utmost respect and are completely satisfied with their vehicle purchase.

The down payment needed at time of purchase is usually a result of the terms of contract, trying to get a customer to the payment they want while fulfilling the obligation of full payment in the time frame allowed for the financing of that particular vehicle. The year, the miles on a vehicle and the customers credit are determining factors in the down payment required at time of purchase as well as the monthly payments. In some cases this is the bank decision. Thus, the requirement for $1000.00, this is not a random determination of the finance manager.

Our finance officer tried numerous times to contact **. [redacted] to question an amount due. Upon reaching **. [redacted] the representative was told that she didn't want the car and she refused to pay the amount due. At that time the representative told her that he was contacting our general sales manager on how to proceed. Our general sales manager asked **. [redacted] to come in and speak with him. At that time he advised her that we would take the car back. **. [redacted] agreed to the return of the vehicle and to a date. **. [redacted] refused to return vehicle which resulted in our having it towed in.

A check was cut and issued in the amount of $260.00 paid to her on 7/11/2013. There was a $240.00 deduction from the $500.00 deposit. $140.50 for 562 miles incurred at .25 per mile. Mileage for 6 days use and $99.50 incurred for towing the vehicle to the dealership. The towing was a result of customer refusing to return the vehicle.

We feel that no refund is due this customer