Myself and Matt S [redacted] , our Shop Foreman, have been in contact with the customer to review all concernsCustomer was given advance notice that her car was going to need the second actuator replaced or the vehicle would seizeWe 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 outThe customer still declined the work due to lack of financesAs a sign of good will, we called the customer back and offered these services at $Customer said she was in a meeting and would call backThank you,Carol H [redacted]
October 23,2015Dear [redacted] :I have read [redacted] concern and reviewed her dealThere was a trade Involved that showed negative over allowance and which needed to be put Into the sales price[redacted] traded In a [redacted] 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 [redacted] 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 [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 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 [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, etcwhich at that time, the customer declined ALL recommendationsThe 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 stepsHe 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 refundThank 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] 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]
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 recommendedHe did not have the tires replaced at Koons of Silver Spring and declined all recommendations other than having the steering assembly replacedAs mentioned before, he should work directly with ***/ [redacted] with any further disputes.We decline all refunds on these servicesThank you, Carol
My name is james m [redacted] and today 7/30/I purchased a 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
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 # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>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 # [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]
Myself and Matt S [redacted] , our Shop Foreman, have been in contact with the customer to review all concernsCustomer was given advance notice that her car was going to need the second actuator replaced or the vehicle would seizeWe 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 outThe customer still declined the work due to lack of financesAs a sign of good will, we called the customer back and offered these services at $Customer said she was in a meeting and would call backThank you,Carol H [redacted]
October 23,2015Dear [redacted] :I have read [redacted] concern and reviewed her dealThere was a trade Involved that showed negative over allowance and which needed to be put Into the sales price[redacted] traded In a [redacted] 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 [redacted] 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 [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 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 [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, etcwhich at that time, the customer declined ALL recommendationsThe 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 stepsHe 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 refundThank 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] 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]
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 recommendedHe did not have the tires replaced at Koons of Silver Spring and declined all recommendations other than having the steering assembly replacedAs mentioned before, he should work directly with ***/ [redacted] with any further disputes.We decline all refunds on these servicesThank you, Carol
My name is james m [redacted] and today 7/30/I purchased a 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
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 # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>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 # [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]