Koon's Used Car Outlet

I can completely understand this customer's frustration and do greatly apologize. As I mentioned earlier, we no longer allow outside Sales people to sell vehicles from our location because of this incident. The customer did come into our dealership and state that she was told she would receive $1,500. We pulled her file and spent a lot of time going through everything to try and find anything stating this or even any reason why the customer would be receiving $1,500 back. We have nothing in our files stating that the customer was supposed to receive $1,500 from us and could find no errors or mistakes in the deal. The customer even signed a paper stating that nothing was owed or promised to her.The customer met with several people in hopes of resolving this issue. If we would have had something stating that the customer was supposed to receive $1,500 from us, we would have surely given that money to the customer. We do not have anything at all stating this and can't give the customer $1,500. Because we can't simply back out of the contract, my offer is still available for the customer to let us buy the vehicle back at its current value.Kind Regards, Sales Director Koons Kia of Woodbridge

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 Complaint: [redacted]
I am rejecting this response because:
It is coming from the individual from which the complaint was filed against. I expect this complaint to go to the OWNER of KOONS KIA. Not the general manager.
Regards,
[redacted]

We are very sorry to hear that one of our appreciated customers had an unsatisfactory experience here at Koons KIA of Woodbridge, as our customer's complete satisfaction is our number 1 priority.
We did address the tire rotation at the time of the customers visit once she made us aware...

that the tires had not been rotated.Per the Customers complaint, the General Manager and the customer had attempted to contact one another various times, with each attempt getting the other ones voicemail.On August 5th 2015 the Customer relations manager did get in contact with the customer, the customer still wanted to speak the General Manager, Customer was given an Email address in which she could reach him at, Since they had not been able to get in contact with one another.

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 Complaint: [redacted]
I am rejecting this response because:As I have stated previously, if I was to trade it in at its current value then I would not be able to get another car because of the delinquency. Ive already tried to sell it several times and it was no success!  So the offer doesn't benefit me at all! So what I will do is contact every news station in the DC, Maryland, and Virginia area and write a review on every website that advertises for this business!!! I will let them know about the Incident as far the manager giving me his hotel information and how I felt scammed as a customer. I was a customer of KIA for several years I am highly disappointed at the actions that have took place at koons kia! !
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:
There is still issues with the vehicle that have been since we got it. They stated in the email that we damaged the vehicle that caused the issues. This is not true.
They made it out to us that they were not going to fix the issues still going on. 
Regards,
[redacted]

We do apologize as your complete Satisfaction and return business is our number 1 goal. When we do our trade evaluations, we use up to 125% of KBB fair condition value as opposed to excellent condition value. We also use market tools to assist us with the value of your car at a specific time in our...

market.We strive to be fair in our trade evaluations as we do want to earn your business and again, we apologize that this was not reflected to you in your return visit to us.Koons Kia of Woodbridge

The Revdex.com
Complaint ID [redacted]
We are very sorry to hear that one of our apperciated customers had an unsatisfactory experience here at Koons KIA of Woodbridge, as our customer's complete satisfaction is out number 1 prioriy.
We have been in contact with the...

client, we attempt to trade the client out of the curent vehicle but are unable to at this time.We currently have the vehicle in the service department addressing the clients concerns with this vehicle. The client is in one of our rental vehicles until the clients vehicle is repaired as agreed upon.Koons KIA of Woodbridge14208 Jefferson davis highwayWoodbridge VA 22191

We are very sorry to hear that one of our appreciated customers had an unsatisfactory experience here at Koons Kia of Woodbridge, as our customer's complete satisfaction is our number 1 goal.
We were informed that the customer was working with Kia Motors in the trade assistance program and...

did offer to help. Kia's trade assistance/buy back program is done by Kia Motors and the consumer, with a Kia dealer acting as the middle man. All of the information pertaining to a buy back or trade assistance comes directly from Kia Motors. At the time that we initially spoke with the consumer to assist with the transaction, we were still early in the trade assistance process and did not have the authorization or required information from Kia Motors to know what the exact trade numbers would be. We then received notice that the consumer had began working with another Kia dealer to complete the process.
We would be happy to assist the consumer with the process, but because all information, including trade and buy back amount, is determined by and comes directly from Kia Motors in this program, we are not able to provide a buy back amount as a dealer.Again, we sincerely apologize and do hope that Kia is able to resolve this to the consumer's satisfaction.

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 Complaint: [redacted]
I am rejecting this response because:As you can see in the attached pictures the window sticker stated the vehicle is a [redacted] Certified Pre-Owned vehicle.  It also spells out a 10 year/100,000 mile limited power train warranty.  Now it does say lower on the sticker that "This is [redacted] certified vehicle is eligible for a comprehensive mechanical failure service contract for 10-yrs/100,000 miles".  That is a SEPARATE warranty from the power train warranty that I actually purchase IN ADDITION to the power train warranty that I was charged $895 for.  Also they did not EVER discuss the $895 charge for the power train warranty until I noticed the charge on the pricing sheet.  The manager did get me an additional key for the vehicle as well as a key fob.  I did appreciate it but honestly expected to receive more than 1 key and 0 key fobs when I purchase a vehicle, used or ot. Thank you,[redacted]
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because: As I signed the contract I was reassured several times that I would be getting a 1500$ check in the mail.  So I signed the contract.  As I left I asked when I would receive it and I was told it would be sent in the mail.  After countless visits of employees telling me to be patient and the I would receive it, I was then blind sided at the fact that it was never processed or even in the contract.  I made several complaints and people procrastinated on my case and that's why I've had the car for more than 30days because I was under the impression that I was being helped!! So for the second timed I've been manipulated dealing with these people!  I'm frustrated at the fact that no one has tried to help me with the issue in a fair way and I'm even more disgusted with the unprofessional foolishness at hand.  Buying the car back from me will still leave me with a negative  balance which I just don't think is fair! !
Regards,
[redacted]

The Revdex.com
Complaint: [redacted]
The client has declined to accept the response given due to the fact that not all issues have been addressed. Although customer satisfaction is our number one priority, when client's vehicle was here for service we could not duplicate the issue.
Several of the customers concerns had to do with damage done to the vehicle by the client, Client acknowledged that this damage had been done to the vehicle and would need to go to the body shop; We would not be able to repair.
All concerns have been addressed and discussed with the client.
We do apologize that the client feels that we did not meet there needs.
We are willing to look at the vehicle again, and discuss any concerns with the customer at that time.
Koons KIA14208 Jefferson Davis HwyWoodbridge VA 22191

Attached please find a copy of the pricing worksheet that the customer signed, before doing any kind of final paper work on the [redacted], acknowledging the $895 certification warranty cost. I have also included a copy of the signed buyer’s guide which explains the warranty that came with the [redacted], I do apologize for this customer's dissatisfaction and I appreciate his concern, however I assure that we did not hide anything from this Customer at the time of signing. I have included a copy of the NAD A evaluation of the [redacted] that the customer purchased showing that the retail value was $22}750, however, I sold this [redacted] to this customer for $20,440 which is a discount of $2,310 below NAD A retail value. I also spent $223.38 on a 2nd key and key fob for this customer to assure that he was satisfied after the closing of the deal The customer stated that the 2nd key was promised to him and even though I did not have a 2nd key, out of good will, I purchased him one with a key fob. I can not renegotiate the contract of this deal, but I am willing to sit down and speak with this customer regarding his concern, if he wishes to do so.Best Regards,

The Revdex.com
Complaint: [redacted]
We acknowledge the customer's complaint and all of the customers contact information have been removed from our systems. Client should no longer be contacted by us.
Koons [redacted]
14208 Jefferson Davis Hwy
Woodbridge VA...

22191

Review: Koons Kia had a manager and sales rep. from another store sell me a car under false pretense. They never followed through with our agreement, and the final contract was changed without my knowledge. Once I tried to contact that manager I noticed that he didnt give me his business card but a card inviting me to his hotel room.Desired Settlement: I do not want this car anymore. I simply want out of the contract.

Business

Response:

I do apologize for this customer's experience with the outside sales person as we do not tolerate this kind of behavior at our place of business. Because of this matter, we no longer allow outside sales persons to sell vehicles from our location and that sales person's boss has been notified of the situation so that the matter can be handled properly, :The contract could not be changed without the customer's knowledge. If a contract is changed after a purchase, the customer must come in to meet with the finance manager to acknowledge any change in terms, accept the change in terms, and sign a new contract stating the new terms for it to be binding. If the customer did not agree to the new terms of the contract, the customer would then have the option to rescind the contract and return the vehicle. :In this particular case, there was no re-sign for this customer, meaning that the original contract signed by the customer at the time of purchase (customer received a copy of this contract) is the same contract that we still have on file. Nothing has been changed from the original contract on May 3, 2014.If this customer would like to trade in the vehicle in question or allow us to purchase that vehicle at its current value, we would certainly do that. Since this contract was completed on May 3, 2014, the contract is now between the customer and the bank and we are not able to simply back out of the contract. We apologize for any inconvenience and again apologize greatly for the behavior of the outside sales person. Best Regards,John F**General Manager

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: As I signed the contract I was reassured several times that I would be getting a 1500$ check in the mail. So I signed the contract. As I left I asked when I would receive it and I was told it would be sent in the mail. After countless visits of employees telling me to be patient and the I would receive it, I was then blind sided at the fact that it was never processed or even in the contract. I made several complaints and people procrastinated on my case and that's why I've had the car for more than 30days because I was under the impression that I was being helped!! So for the second timed I've been manipulated dealing with these people! I'm frustrated at the fact that no one has tried to help me with the issue in a fair way and I'm even more disgusted with the unprofessional foolishness at hand. Buying the car back from me will still leave me with a negative balance which I just don't think is fair! !

Regards,

Business

Response:

I can completely understand this customer's frustration and do greatly apologize. As I mentioned earlier, we no longer allow outside Sales people to sell vehicles from our location because of this incident. The customer did come into our dealership and state that she was told she would receive $1,500. We pulled her file and spent a lot of time going through everything to try and find anything stating this or even any reason why the customer would be receiving $1,500 back. We have nothing in our files stating that the customer was supposed to receive $1,500 from us and could find no errors or mistakes in the deal. The customer even signed a paper stating that nothing was owed or promised to her.The customer met with several people in hopes of resolving this issue. If we would have had something stating that the customer was supposed to receive $1,500 from us, we would have surely given that money to the customer. We do not have anything at all stating this and can't give the customer $1,500. Because we can't simply back out of the contract, my offer is still available for the customer to let us buy the vehicle back at its current value.Kind Regards, Sales Director Koons Kia of Woodbridge

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:As I have stated previously, if I was to trade it in at its current value then I would not be able to get another car because of the delinquency. Ive already tried to sell it several times and it was no success! So the offer doesn't benefit me at all! So what I will do is contact every news station in the DC, Maryland, and Virginia area and write a review on every website that advertises for this business!!! I will let them know about the Incident as far the manager giving me his hotel information and how I felt scammed as a customer. I was a customer of KIA for several years I am highly disappointed at the actions that have took place at koons kia! !

Regards,

Review: A 2013 [redacted] was advertised on [redacted] as a "[redacted] Certified Pre-Owned" vehicle at $26,850 at the [redacted] store. We traveled to the dealership from [redacted] on 4/29 in the late evening. We seeked the sales manager my husband had been texting, and he referred us to sales person. After discussing the [redacted] and our trade-in (a [redacted]), the sales person presented a cost sheet which included a $895 charge for the certification. My husband and I were shocked as our trade-in was also a [redacted], and we did not recall paying a "certification activation" fee. We brought the ** paperwork with us and confirmed that we never had to pay this fee. I mentioned that this was not included in their ad. The sales person stated this was a typical charge for [redacted]s.

After we agreed to the terms of the sale, we spoke to a Finance Manager. We again were shocked, because she mentioned that the "[redacted] Certified 10 Year/100K Mile Warranty" warranty that was listed at $895 was ONLY for the Power Train. If we wanted to extend the warranty for the "Blue tooth" and the "Computer...Turbo etc" it would be an additional cost of $2495.00. There was a lot of back and forth with this -- first we expressed how we didn't know that the $895 only covered the power train. Then we negotiated on the price, in which after we rejected the extended warranty, she brought on a colleague who tried to convince us to get the extended warranty, and mentioned he had a coupon we could use etc.

We eventually agreed to the extended warranty at $2000. We signed the paperwork and travelled back to [redacted]. On the way back, I had a feeling that there should never have been a charge for the "basic" power train warranty and the price of the extended warranty seemed steep. I did some research and found that certain people were offered the extended warranty for a lower cost. I also contacted a couple of other dealership who offered the [redacted] as a "[redacted]" and see if there was a certification fee.

The next day I received confirmation from another Dealership that the certification is included in the advertised price. I called the Finance Manager to cancel the extended warranty. She tried to convince me that the car is a "big computer" and I needed to think about the long-term cost etc. I held firm and stated I still wanted to cancel. She said that I would need to come in to sign the paperwork. I asked if I can go to a local Koons [redacted] instead and she said no. I then mentioned how the sales price was different from the advertised sales price (we were charged $85 more than the advertised sales price)...and she mentioned that she caught the error this morning, and that she did not include the $895 fee. I was more receptive to keeping the extended warranty if the $895 "basic" warranty was rolled into the $2,000 cost. She said she would check with the accounting manager. She called me an hour or so later and confirmed that the basic warranty was rolled into the $2,000 cost.

I was still unsatisfied because I felt that Koon's advertising was misleading and deceptive -- the "[redacted] Certified Preowned" claim was misleading since there was no mention of a certification fee, certainly not at $895. Then even if you pay the fee, this only covers the basic package, which again is not disclosed in their advertising. I felt like we were lured into the dealership under the pretense that the car was a [redacted] without additional fees. In fact, this was one of the reason we chose this car and not another [redacted] we saw in a local dealership.

I contacted the sales person and I then forwarded the email to the General Manager. Unfortunately my request to explain where the certification fee was disclosed in their advertising was ignored multiple times and my request to be refunded the $895 was ridiculed. The General Manager was extremely unprofessional to me and even to his Finance Manager, who he disparaged in the email "... is going to pay for the $895 mistake that she made on your paperwork." while CCing her peers in the email.

It has been an unpleasant purchasing experience with Koons [redacted], especially with the unprofessional and condescending manner in which the General Manager decided to communicate. He was rude, arrogant and sarcastic towards me. He failed to acknowledge where in Koon's advertising stated that there was a separate and substantial fee for the [redacted].Desired Settlement: I initially requested a $895 refund from the General Manager, but since their advertising states "[redacted] Certified 10 Year/100K Mile Warranty" and does not differentiate between the "Basic" and "Platinum" warranty or specify what this covers, I would like the $2,000 refunded and the "Platinum" extended warranty still be honored.

Business

Response:

Before signing any paperwork or leaving the dealership this customer spoke with several different people regarding questions that she had about her deal and was given answers and explanations to all of her questions before signing any paperwork. On leaving the dealership, this customer was happy. The customer then contacted me asking for a refund of the 895 for the certification warranty, at which time I realized that this customer received the certification warranty, but did not pay the 895 so I informed her that since she did not actually pay the 895 there was nothing to refund. According to my records and the signed paper work in the deal, this customer did not pay 895.00. I have asked for the customer to provide proof of paying the 895.00 and have not received any proof of this. At that time it seemed that the customer did not fully understand her paperwork so I offered for her to, at a convenient time for her, come in to go over the paperwork to assure that she understood everything. She declined. After numerous emails back and forth with this customer I began to wonder if she had buyers remorse and so in our last communication I informed the customer that if she wanted to, she could bring back the Optima, we could unwind the deal, and I wouldve refunded her money 100% at that time to prevent any issues. The customer did not respond to that offer and I have not heard from the customer since then, until now. I am extending my offer for this client to set up a time that is convenient for her to come into sit down and go over her paperwork again to make sure that she fully understands it.

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: [redacted] has made this proposal before, and I have stated multiple times that it was unsatisfactory. I have attached copies of our email correspondence, in which he has been incredibly unprofessional and I felt very attacked by his sarcastic and rude tone in the email.

I am unsure why [redacted] believes that going back to Virginia would resolve the matter. I'm not confused about the paperwork, I have stated this fact to him repeatedly.

I have also asked for the contact details of his manager and he has ignored this request. As well as an explanation on where in their advertising do they make a disclaimer about the bogus $895 [redacted] charges. I contacted multiple [redacted] dealerships and they confirmed that the [redacted] was included in the advertising price. This leads me to the conclusion that [redacted] is using false and misleading advertising and sales practices.

I'd like the contact details (email, phone number and address) of [redacted]'s manager.Regards,[redacted]

Review: Koons [redacted] (what the location is now called) advertises that their Certified Pre-Owned vehicles come with a 10 year 100,000 mile warranty. All online advertisements as well as the window stickers state that it is included in the purchase price. Then when it comes time to sign the paperwork you have to pay $895 for the warranty. They state that the warranty included is 5 year 60,000 mile. That is stated nowhere in any advertisements. When you ask them about this they say that with the advent of the internet they have to advertise their best pricing as it is very competitive now. This is clearly false advertising.Desired Settlement: I would like to be reimbursed for the warranty as it was included in all advertisements online as well as the in-vehicle stickers. I would also like them to stop this practice.

Business

Response:

Dear [redacted],Our online disclaimer states that all internet prices are special internet prices only and that all options and pricing should be verified before purchasing. Along with the online disclaimer, there is a sticker on the windshield of our certifiable inventory that says ‘‘Certified Eligible” meaning that the certification warranty is an option. There is a charge of $895 to the customer for the 10 year/100,000 mile warranty on certified pre-owned vehicles, if they choose to purchase this warranty. All of our customers are made aware of this charge at the time of purchase and before signing any paper work. We believe in giving our customers pricing options to fit their specific budgets and it is completely a choice to the customer to purchase the $895 certification warranty. The $895 is never charged to the customer without it first being explained and the customer then choosing whether or not to purchase it. If the $895 certification warranty is purchased, it is because the customer chose to purchase the warranty. In this particular case the [redacted] did not come with a second key, which the customer stated was promised to him. In good faith, I did purchase the customer a second key as well as a new owner's manual. At that time, I spoke with him on the phone and he was grateful for that and the problem was resolved. We do apologize that he is not completely satisfied with his purchase as it is our goal to give our customers a great buying experience.Best Regards,

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

As you can see in the attached pictures the window sticker stated the vehicle is a [redacted] Certified Pre-Owned vehicle. It also spells out a 10 year/100,000 mile limited power train warranty. Now it does say lower on the sticker that "This is [redacted] certified vehicle is eligible for a comprehensive mechanical failure service contract for 10-yrs/100,000 miles". That is a SEPARATE warranty from the power train warranty that I actually purchase IN ADDITION to the power train warranty that I was charged $895 for. Also they did not EVER discuss the $895 charge for the power train warranty until I noticed the charge on the pricing sheet. The manager did get me an additional key for the vehicle as well as a key fob. I did appreciate it but honestly expected to receive more than 1 key and 0 key fobs when I purchase a vehicle, used or ot. Thank you,[redacted]

Regards,

Business

Response:

Attached please find a copy of the pricing worksheet that the customer signed, before doing any kind of final paper work on the [redacted], acknowledging the $895 certification warranty cost. I have also included a copy of the signed buyer’s guide which explains the warranty that came with the [redacted], I do apologize for this customer's dissatisfaction and I appreciate his concern, however I assure that we did not hide anything from this Customer at the time of signing. I have included a copy of the NAD A evaluation of the [redacted] that the customer purchased showing that the retail value was $22}750, however, I sold this [redacted] to this customer for $20,440 which is a discount of $2,310 below NAD A retail value. I also spent $223.38 on a 2nd key and key fob for this customer to assure that he was satisfied after the closing of the deal The customer stated that the 2nd key was promised to him and even though I did not have a 2nd key, out of good will, I purchased him one with a key fob. I can not renegotiate the contract of this deal, but I am willing to sit down and speak with this customer regarding his concern, if he wishes to do so.Best Regards,

Consumer

Response:

I am rejecting this response because: Just because I signed a sheet that included the $895 charge for the warranty does not make it right. I am not asking for money back. I simply want the business to stop falsely advertising that a 10 year/10,000 mile warranty is included in a Pre-Certified Used Vehicle. I did sign the pricing sheet but he failed to mention the old games of leaving me sitting in a cubicle for hours to manipulate the process. I a simply asking the Revdex.com to end the false advertising by this dealership. When I asked the salesman about this charge he stated that due to the internet showing ever competitive pricing they have to show their best pricing online....that was his response to why I was being charged for a warranty that showed as being included? That is not an acceptable answer to deceptive marketing practices. I signed the paperwork so I am honoring my end of the deal but I think this false advertising needs to stop immediately. I am shocked that a business is allowed to continue doing this after it has been brought to the Revdex.com's attention.