Koon's Sterling Ford

To whom it may concern, This was an accounting error, We did call the customer today, and took care of this issue, we mailed him a check for the battery his purchased and closed the case with him. we apologies for the delay, we never do business this way and always live up to our promises, and...

we will always do.

[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]
 Complaint: [redacted]
I am rejecting this response because:They represented that the vehicle was a service loaner, commercial vehicle, and warranty mileage begins at the purchase date, not the date Koons placed this car in service as their service loaner.  They provided brochures and documentation that stated that we would have the entire term of 72 months and 100000 miles.I have clear and convincing proof that my paperwork was altered after signing and before receiving.   I have scanned high resolution copies showing the clear alterations of re-impressions changing the miles and adding the dates in my work computer.  Our initials are NOT on the date and mileage changes in this documentation.  This is possibly why the State Attorney General's Office has not notified us whether or not they dismissed this case.
Thank you again for your assistance in this matter.
Regards,
[redacted]

[redacted]
 
I want to respond to case id [redacted] to let the Revdex.com know that this was resolved (customer Happy) and that we supplied the floor mats to him , our invoice # was 13494 dated 08-29-14 [redacted] picked up the mats a few days after the invoice date.
My apologies for not closing...

this case sooner.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Our response to [redacted] (case id [redacted]) is as follows:
 
We are in receipt of the dispute submitted by [redacted], We are not sure what the customer is disputing,there is clear documentation that the warranty she purchased expired on June 4th 2014 or 100,000...

miles
(whichever comes first).
The customers warranty was absolutely registered on 11/10/2009 one day after purchase.I will fwd a copy of this today for your review.
The customer has been to our dealership on numerous occasions for warranty and maintenance items.
We do regret the misunderstanding on the customers part, however due to the time of her service contract her contract had already expired.
Please let me know if you have any question that I can help you with on this matter.
 
 
John B[redacted]
 
Customer Service Manager

This Revdex.com case has been resolved today 11-13-14 by phone call between customer [redacted] and John B[redacted] customer relations manager for Koons sterling Ford.MR B[redacted] inspected fuel pump and there is no paint dust or contaminaent in fuel or fuel pump, He has keep the part for [redacted] to...

inspect. The fuel pump is simply non functioning electrically( circuit has power to pump but pump does not operate). In the interest of goodwill we have given this customer a discount. He told Mr. B[redacted] that he understands what happened to the pump and is happy with the dealerships handling of the concern.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: I received a recall notice from ford for a defective all weather floormat for my 2010 ford [redacted]. I called and made an appointment for a replacement mat. When I showed up on august 6, I was told I had to hand over the existing mat ("to be cut in half") and they (Joey) would order a new one. He said I should hear something in a day or two. I called and left a message for him but got no response.Desired Settlement: I would like to receive the replacement floormat(s) - (they told me I would get both front mats but even just the driver's side is fine) in a reasonable time.

Business

Response:

[redacted]

Review: To Whom It May Concern,

My name is [redacted], I received an email from you on April 15, 2014 stating that Koons wanted to purchase my vehicle from me. The email stated the following,

"Everyone knows that Koons is one of the area’s largest selling automotive dealers, but did you know we buy cars too?

That’s right – we want your car.

Of course we’d love to sell you a new or quality pre-owned vehicle, but even if you’re not in the market for a replacement, we’ll gladly buy your current car or truck!

Additionally, now through April 30th, we’re offering up to 125% of [redacted] Blue Book Fair Value for your trade!

Get Started Now – It’s Easy!

1. Go to koonsbuyscars.com. Your personal PIN is : [redacted]. Enter your vehicle and contact information. If you’re looking for a replacement vehicle, feel free to include that information as well! ?

3. One of our car appraisers will contact you to set an appointment that is convenient for you to perform a detailed vehicle evaluation.

The on-site appraisal is easy and will take as little as 30 minutes!

We will:

• Test drive your vehicle.

• Inspect vehicle condition inside and out.?

• Review year, make, model and mileage?

• Review options and equipment.

• Check vehicle history report.

We utilize today’s market data including regional and national sales trends and auction data to determine your vehicle’s WOW price.

At Koons, we appraise over 50,000 vehicles per year! Let our experts give you the WOW price for your vehicle today!

General Sales Manager

Koons Sterling Ford

[redacted], VA [redacted] O: 7[redacted]

www.koonssterlingford.org"

After reading the email and speaking with my father, I called the dealership asking to speak with you. And I was assisted by one of your salesman by the name of [redacted]. He was great helping me and getting me information, I told him that I received an email from you and what it had said. So, We made an appointment to come down to the dealership which is 1 hour away from me, because I live in West Virginia. On Monday, April 22nd, 2014 my father made our way down to the dealership to see what could be done. I had done all the math at home and made all the reasonable and necessary changes to the calculations. Which is the following:

My car:

2012 [redacted] 2-dr Coupe

44,000 miles

Fully loaded other than Navigation

Paying $518.00 a month and needing to get it lowered

The vehicle I was looking at was either the 2014 Tuxedo Black [redacted] or the 2014 Deep Impact Blue [redacted]. Both would be in my price range if the email was honored. Once we got it, we met with [redacted] and he gave my keys to one of your appraisers. The vehicle was appraised at $14,000 by the appraiser. Now the *BB Fair valued my car at $14,300, which you put the 125% that brings it to $16,300. And then he brought out a sheet that broke down adjustments that were never mentioned before. The following

Brakes: $700

Tires:$1200

mileage: 10 cents per mile that I am over the average mileage per year: $2000

Which came to a total of $5900 that was taken out of the *BB appraisal, and in turn brought the *BB appraisal to $10,800.

The deductions were never mentioned in the email that I received. And I would like to point out when one gets an appraisal from *BB, *BB puts in the value of what it is actually worth. Including if the vehicle needs to have anything changed. First and foremost, for a dealership to do that is wrong on every level. That is basically stealing a vehicle from its owner so the dealer can make a bigger profit to turn it around and sell it to another person or to the auction. And if Koons was to purchase my vehicle, I should not have to pay for the "upgrades", when I am not choosing to do so, it is the dealership. If the email was honored, your dealership would have made a deal and sold a car.I would like to make a deal with Koons because you are the best priced dealership within 60 miles of me for the [redacted] S or SE. But in order to make that deal. The 125% off KBB has to be honored without deductions. But, because I was brought down under false pretenses my father left the dealership without a new vehicle.

I know for a fact, even if you bought my vehicle for $16k that you would still be able to turn around and sell it for at least 22k. And I understand that a dealership wants to make the biggest profit they can when it comes to trade ins, but sometimes one has to take what they are given and roll with it. If you want to add new tires and brakes to the car, by all means but I wont be charged for it. And I wont be charged $2000 for mileage, because that is one factor that KBB contributes to the value of a vehicle.

I plan on letting everyone that I know, that if they are looking to purchase a [redacted] NOT to go to Koons in Sterling because of how you do business. I also plan on contacting the Revdex.com (Revdex.com), to let them know of how your dealership is deceiving the customers with the 125% of KBB and then taking major deductions out of the value that the dealership wants to do, not the owner of the vehicle. I was not shown the deduction clause until one of your Sales Managers, [redacted] sat down with us. He showed us the clause, and it was in black ink, on a dark blue background on your website. I tell you what, because of the font, and where it is placed not one person is going to be able to see it. Not only myself, but my father, fiance, and mother all looked at the website and not once saw the clause. What your dealership is doing is a running a scam in order to get customers into the door, and then take it from there.

Thank You,

[redacted]Desired Settlement: I would like to have the email honored, to allow me to purchase the vehicle that I want. I also would like to the business to update their automatic emails that are sent out with full disclosure of what will happen along with the main website.

Business

Response:

in response to complaint id of [redacted]---[redacted] is the customer.The client states that the 2012 [redacted] had a *bb value of $14300---in fact as our ad states--*bb fair was 10979 less 10186 for mileage deduction. the customer was using "excellent" condition which is the category that we advertise excluding recondioning items such as tires,body damge, interior damage etc. it was explained to the client that the ad was "fair" condition and came to an agreement on the value of the vehicle and attempted to obtain financing. koons sterling [redacted] is sorry for any mis-communication on the client's behalf.

Review: I brought in my car to the body shop for body work repairs resulting from an accident. I drove the car for three days following the accident, and did not have any issues before, or after with the car starting. The day I was to receive the car back, I was advised that the car was no longer starting, despite the fact that it was driven into the body shop without incident, and that they needed to send it to the mechanical repair shop for testing. I was then advised that it was a fuel system issue, and that my insurance company would not cover the repair. Further, the estimate for the repair is $1200, which seem exorbitant. My point is that the car ran perfectly well before the accident and after, and that in fact it only stopped working while in their shop. I also know that contaminants from a body shop derived from fine sanding particles can enter a gas tank can cause failures in the fuel system.Desired Settlement: I do not feel that I'm responsible for this repair since the car never exhibited any starting problems, and nowhere in the maintenance history of the car is there any evidence of this problem.

Business

Response:

This Revdex.com case has been resolved today 11-13-14 by phone call between customer [redacted] and John B[redacted] customer relations manager for Koons sterling Ford.MR B[redacted] inspected fuel pump and there is no paint dust or contaminaent in fuel or fuel pump, He has keep the part for [redacted] to inspect. The fuel pump is simply non functioning electrically( circuit has power to pump but pump does not operate). In the interest of goodwill we have given this customer a discount. He told Mr. B[redacted] that he understands what happened to the pump and is happy with the dealerships handling of the concern.

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.

Regards,

Review: I took my car in Friday July 26th stating that my car was not starting up properly. The car would take a few seconds to crank and finally turn over instead of immediately starting and the dash was delayed by 10-15 seconds to show the RPM, fuel level, temperature, etc accurately (all stayed at 0 until after 10-15 seconds). I also said that I needed an oil change and for a quick check over fluid and break levels. I was originally quoted for $39 oil change, $16 state inspection (by mistake - all I asked was to inspect the cars breaks and fluids), and quoted $110 to run a diagnostic on my issue and that the $110 would be applied to the repair. The man did not give me a receipt or copy of the quote saying that it will all be on file at Ford.

I received a phone call from a man named [redacted] the next day, July 27th, for $2300 worth of repairs on my car. Knowing I had asked them to only look over the cars break and fluids, I knew that my original reason for being there would not cost that much to fix. When I asked what needed to be done to fix my original issue, he said "90%" of that quote did not need to happen to fix the issue and that only the battery needed to be replaced. He continued to tell me that he wanted to keep the car over night to make sure the battery would not drain and cause the same problem again. He then quoted me $119 to replace the battery. I told him that the original person I got my quote from said that the $110 would be applied and if that is still the case with the battery - he said yes. I told him to proceed with replacing the battery, that I would pick up the car the same day without leaving it with him since I needed it, and that I would think over the additional repairs.

In my head, I figured that would come out around $170-$180 - not terribly bad for only having a simple oil change, battery replacement, plus labor. When I got there, [redacted] had everything ready to go with a $278.33 balance due! He took back what he had said on the phone and told me that the $110 would not apply as "changing the battery is not a repair." This makes ZERO sense. He fixed my original issue with my car from not starting up properly by replacing the battery! He would not honor the original agreement. I told him that was bogus and that amount needed to be written off as originally agreed, he said "his guy" needed to be paid for running a "diagnostic." I reluctantly paid as I did not have more time to argue with someone who obviously would not budge.

Regardless if it is a battery issue or a replacement transmission, when you say you will apply a "diagnostic fee" to the repair, don't go back on your word. Especially after 2 servicemen at your establishment said it would apply! Flip-flopping just to gain some extra cash will not award you with loyal customers.Desired Settlement: Refund the credit card charged on July 27th, 2013 of $110 as it should have been applied against the repair as previously agreed upon.

Business

Response:

[redacted],

My name is [redacted] and I am the Customer Relations Manager for Koons Sterling Ford, **. [redacted] ask me to look into this case. I am more than willing to give **. [redacted] a refund or credit to his credit card for the $112.95 that he was charged for diag to his vehicle. From reviewing his repair order I agree with his point of view and had I known about his situation I would have made it right for him the day he was at the dealership. I left him a voice mail tihs morning (08-27-13) when he calls me back I will let him know that I agree with him and offer to refund him the diag charge.

Sincerely,

[redacted], Customer Relations Manager

Koons Sterling Ford

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. Thank you for taking the time to do this and I thank [redacted] for his consideration.

Regards,

Review: We purchased a maintenance agreement and extended warranty on one of their Service Department/Loaner vehicles that they sold to us. We were promised a full 72 months and 100,000 miles from the date of purchase and was in all literature and on the contract copy and assured that since vehicles were in commercial use, we would have full 72 months and full 100,000 miles from purchase date. They changed the terms to dial back the months and miles to day one 6/4/2008 and zero miles of when their service loaner was placed in service, not honored as of 11/9/2009 when we signed all the contracts and purchased this car. They changed our contract terms without our consent or notice. They owe us 17 months of contract breach back since they refused to honor these contracts from 6/4/2014. Please note that we filed complaints with the Federal Trade Commission #[redacted] and Commonwealth of Virginia Office of Attorney General #917491 on this issue. Thank you.Desired Settlement: Refund (minimally) the pro-rated amount for 17 months of these contracts, or refund the entire contract amounts since they defrauded us and changed the contract terms unilaterally.

Business

Response:

Our response to [redacted] (case id [redacted]) is as follows:

Review: On the website: koonssterlingford.org they advertise a 39 month lease deal for $139 for ANY new Fusion on their lot, with $3000 cash down; excluding the Hybrid. My husband and I went to the dealership to lease one of these Fusions, and a TOTAL bait and switch. The salesman did not know of the deal - we had to show it to him, then he had to take it to the Sales Manager, at which time they came back with $9000 down at signing and the lease for $282 a month. A TOTAL bait and switch - they claimed it was for a stripped down S model (which the advertisement said NOTHING about) and still when they showed up that car they wanted $4000 cash, and the lease was $172 and for only 24 months. How can they do this - advertise one thing, and not even know about the deal, and then not honor it. NOTHING BUT A SCAM! They assume the customer is too stupid to understand that the ad is nothing but a bait and switch scam - and we DID read the fine print before going to the dealership.Desired Settlement: Stop wasting customer's time and money by running these bait and switch ads. I would NOT purchase a car from this dealership if they were the last dealership in the area. I hope your dealership goes out of business - people are NOT stupid!