ComplaintsforKoons of Silver Spring, Inc

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7.20.2023 I was charged a 3% surcharge to pay by credit card on automobile repairs by Koons **** in Silver Spring. This credit card surchage was not disclosed when I dropped off my vehicle. It was only made known to me when the service representative called me at the end of the day and said that since it was so late in the day, my car would be delivered to my home. I asked how I would pay and was told I could pay by cash or check to the random courier dropping off the vehicle. Or receive a pay link with a 3% service charge to pay by credit card. This was nearly $2500 in automobile repairs, so I was assessed nearly 75 dollars in extra fees. The dealership should have been transparent about their pricing structure. I just moved from California and have never experienced a situation like this. Also, I was charged $120 for the Maryland safety inspection, which I'm now realizing is far higher than inspections at other locations. Overall, I believe this dealership is putting profit ahead of ethical business and reasonable pricing. I would like to be refunded the credit card surcharge and for it to be noted to other consumers that Koons Silver Spring charges Maryland vehicle safety inspections so far above the average rate. 

  Business response

  08/02/2023

  The 3% surcharge is a process that has become a normal business practice by, not only Koons of Silver Spring, but by many other businesses. We, as a business, also pay 3-5% surcharges to vendors when using credit cards for payment.  This is not a profit collected by our business, but a profit to the banks. We have signs posted throughout our business, in all buildings, and if a customer pays using cash, check or debit, the fee is waived. 

  The fees associated with Maryland State inspection and any other services are disclosed before ANY work is performed; it is up to the customer to decline work they do not want done.

  We practice honesty and transparency. 

  At this time, we decline to refund the customer the $75 credit card surcharge. 

  Thank you, 

  ***************************, Director

  Customer response

  08/02/2023

  This business called me back a week later saying something had been cracked during my repair work, and I needed to come back for a replacement. Their text notifications had changed during this second visit, disclosing the credit card surcharge. However, at the time of initial business, I did not see any disclosures of the charge. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  05/03/2023-I dropped off my 2021 **** for a recall on valve seals (oil leak). The service advisor ****** told me it would take a week for the repair. 05/12/23-received call from ****** that they found a deeper score on 1 valve which required its replacement (I found out later on 5/18/23 from **** the foreman that the valve was dropped during the repair). He said the car should be ready by later today or by Tuesday 05/16/23 next week.05/18/2023 at 10:39am-received a call from **** the foreman. He said when the tech worked on the valve there was a mistake made (the valve fell in) and they needed to replace the valve. The **** was less than 2 years old and I take really good care of the car prior to dropping it off on 5/3/23. The mechanics spilled the coolant and did not bother to clean it up right away, it showed how careless they were. Jake the foreman told me that he had 12 years experience as a mechanics. When I told him that the coolant can damage the engine parts and paint, he said it's harmless. 05/19/23 At 1:48pm I arrived at Koons *****. Met with ******. I did a check on the **** to look for any damage (they did the car wash already). Found scratches and small stain on the paint (driver door) and the engine was dirty. Pointed out to ******, he took some pictures and then took the car back to the shop to have it cleaned up. He said they test drove yesterday and again this morning and found no leak. ****** brought the car back. The engine area was still not completely cleaned; still have stained on the engine parts. He said that he will file a report with ***** and will let me know what they are going to do about the scratches and the stain on the left driver door.

  Business response

  07/14/2023

  This complaint has already gone through and been satisfied through Montgomery County's Office of Consumer Protection. 

  We decline this request.

   

  Customer response

  07/17/2023

  No, the complaint with Koons ***** has not been resolved yet; the dealership has not responded.

  Thanks.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 9th, 2023 my wife dropped off our 2016 ***** **** for an issue with the brakes that involved an oscillation in the driver's side front when braking at highway speeds. I believed it to be pad wear and/or a rotor issue. Our car was assigned to a technician named ********** He informed us that they would need to keep the car for at least 2 days. On Monday, June 12th he confirmed that it was indeed pad wear and a warped rotor, which he said was too thin to be turned. He recommended replacing the front rotors He also recommended air filter replacements, a brake system flush, and serpentine belt replacement. Total price around $1,300. Since this seemed excessive I asked him to wait to do the repairs as I shopped for a better price. At most shops that price would cover both axles, not just the front. I found a better price, and asked them to return the car. I paid their diagnostic fee and went to retrieve the car. It would not start! We have never experienced a no-start situation with the car, and the battery was less than 2 years old.The desk attendant got a jumper device from the service area and used it to start our car, saying that the battery should be good after driving it for a while. The drive home was almost an hour. We parked it in the garage overnight. When my wife attempted to take the kids to school in the morning the car would not start! We took the car in for a brake problem and they did something to cause it to not be able to start. My trust with them is broken. I will have this problem diagnosed and fixed at another service provider. I request that they pay for the attendent cost.

  Business response

  07/14/2023

  This vehicle was brought to us for a vibration while braking concern, which we diagnosed, and all the repairs were declined by the customer. The vehicle is a 2016 with over 90K miles, and this was the customers first service visit to our establishment, which means there is no repair history for us to reference. At check-in, we use a tool that collects information from the vehicle, and the vehicle had codes in memory for "battery voltage" indicating the module previously detected battery voltage below specifications. This can be the result of many things, but clearly indicates that when the vehicle came in, it was already experiencing a low voltage scenario. When the vehicle was in the shop, we performed a full circle inspection which included a load test on the battery, and it passed. Unfortunately, when the client came to pick up the vehicle, the battery was dead. We performed only inspections to this vehicle, there is nothing involved in the inspections that could have caused the battery to fail. The fact that the battery was jumped, and they were able to drive the vehicle for almost 1 hour, would prove that the charging system is functioning properly, and their issue is likely a bad battery or a parasitic draw that is draining the battery while the vehicle is off. Again, this vehicle was never repaired by Koons of Silver Spring and we have no record of previous repairs. 

  We decline the customers request for refund. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought ******* navigator 2022 from koons on 11/10/2022 and I didnt receive the plate and registration and the bank didnt got title. And they stop taking my call and when I tried to trade it the dealer check on it and told me it was registered 3 times and when I asked koons he said it was mistake in the mean *** the car lost value.and when itrad my car with navigator i owned ****** and he took **** extra because it was late to call the bank

  Business response

  04/20/2023

  We have been working directly with ****************** since last week (4/13/23).

  Proof of the check sent to *** showing the payoff was sent to ****************** showing the payoff on his trade was $3K higher than expected. His payoff was actually $52K (noted on his buyers order) and proof of payment to *** was sent to him today. 

  We are working diligently with the *********** to get his plates quickly. Our tag and title department has been in direct contact with him explaining why ******** DMW rejected his paperwork. If we receive what we need from State Farm, then we should have his plates and registration by next week. 

  Thank you, 

  *****

  Customer response

  04/27/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  First I would like to start off by he wasnt working with me I had to drive 4 hours down to ******** just to speak to him because he wasnt taking my calls. Also his people said that they have a problem with the title and they solved the problem the same week and said I should be receiving the title and registration that same week and it has now been a bit more than 2 weeks and I dont know how a car can be sold without a title. Now on ****** its showing that the vehicle has been registered 3 times in a different stateand thats not good because that decreases the value of the car. I sent them a new insurance card so that way they can register the car and still nothing. Now all his people in the dealership arent accepting my calls. Now hes talking about how he paid off the *** that I traded in but thats impossible because the vehicle can only be paid off by a *** dealership or the person that has a loan on the vehicle. *** says they never received the check from them and that it was paid off by  *** of silver springs. So this comes to show that the check he sent is fraud.I can print 20 checks like the one he showed in under 1 minute. I asked for him to send me the paperwork from *** financial and he said right away and never sent anything and its already been over 2 weeks. I never heard of registering a car taking over 6 months and when I bought up the fact that ****** show that the vehicle is showing as being registered 3 times back to back he stated that it was a mistake. Now If we arent able to fix everything that needs to be fixed asap I will definitely be taking this issue to court because *** financial said they cant release the paperwork unless it comes from a court order.
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  Business response

  05/02/2023

  ****************** received his hard plates already. The only way he would have received his hard plates is if there was a title. *** does not send the title to the owner until after the vehicle has been paid off. 

  I'm sorry if ****************** thinks the payoff check sent to ************* was fraud, but he is mistaking. I've attached everything that shows the *** he traded in has been paid in full. Not to mention the vehicle he traded to ** has already been sold. We would not have been able to sell the vehicle to a new buyer without a title to his trade. Again, I've attached everything. 

  The Navigator he purchased only had two owners. The first owner was in ******** and then the 2nd and 3rd owners showing on the ****** are ******************. In November, ****************** already owned the vehicle. There is no way the same vehicle would have been sold to another owner. All the dates showing from November through April 5th were temp tags issued to ****************** and no one else. Just last week, as shown on the Carfax, he was issued his hard plates (which he already has in his possession). ****************** can contact ****** to request a correction (******************************************************). I tried to submit the request, but cannot do it. It has to come from the owner. 

  I can't speak on what other car dealerships do, but I can tell you the number of owners on the ****** should not make a difference. As you will see on the report, there are NO major issues showing on the report. It has a clean title history.  

  ******************************* and myself have been working very hard to resolve ********************** concerns. We have been in direct contact with his friend ****************, because ****************** is unreasonable and difficult to communicate with. We understand he's frustrated but being rude and argumentative makes it difficult to work together. **************** has been very pleasant and easy to work with. 

  This matter has been resolved and there is nothing more we can do. 

  Thank you, 

  ***************************
  Director of Customer Relations

   

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Dec 19 I took my car in to Koons ****** A service advisor recommended replacing the spark plugs. I waited 6 hours because one of the spark plugs BROKE during installation, so the tech (supposedly) had to drive to a different dealership to get another set of plugs. On Jan 29, my check engine light came on, so I took my car back to Koons on Feb 01. The code was for engine misfire, but the technician apparently did not investigate further because he “didnt feel any misses.” At some point the light went off, so no further work was done. My husband picked up the car on Feb 10 and drove to Youngstown, OH. After ~100 mi, the check engine light started flashing, the no-traction indicator lit up, and the engine began to lose power. He pulled over, put gas in the car, and turned the car back on. No check engine light, no further problems. He drove the rest of the way to Ohio and spent the weekend there. On Feb 13, the car would not start. My husband had the car towed to ******* ***** in Boardman, OH. The tech told him that the engine was flooded (w gas), but that they would not be able to diagnose the car for 2-3 days. My husband has to work in the office and could not wait in Boardman, OH indefinitely, so he rented a car to come home, which set us back $335.88. On Feb 15, ******* ***** recommended replacing the spark plugs. The Koons foreman told me that the Preston tech found that the spark plugs were installed incorrectly and that one was cracked. He explained that they should be able to bill the repair for the spark plugs under *****'s service part warranty, and that we should not be charged for the work. However, ******* said they could not honor the warranty because the original work was done in a different state. Koons messaged me hat I should pay ******* for the repairs and that Koons would file for the warranty and reimburse me. On Feb 22, I took the ******* receipt to Koons. They now say I need to contact ***** corporate to get reimbursed. 

  Business response

  03/01/2023

  This matter has been resolved directly with the customer, ****** Corp and Koons *********** ***** of Silver Spring. ****** Corp has already agreed to reimburse the customer. 

  Thank you, 

  ***************************

  Customer response

  03/08/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 ***** truck on April 12, 2022. The salesperson gave me so much services for the truck. I paid for every single extra add-ons. That was a complete lie. They added about $15-20 thousand on top of the Msrp. The truck started to act weird. The lights start turning on at around 11 at night. The battery dies. I took it back to the dealer. Supposedly they checked everything and everything was perfectly fine. I take it back home when it was ready and it was the same exact thing. They even robbed some ray bans that I had inside the truck. When I asked they said they was going look to see if anyone had them. What Poot customer service. Never ever will I do business again. They don’t even want help they keep saying the truck is fine. Even when I shown them the video. The truck barely has 16k Miles After all the warranties they sold me They still don’t want to cover it. I tell them it’s an electrical issue but they don’t want to respond to the matter.

  Business response

  02/27/2023

  Good afternoon, and apologies for the late response. 

  I have reviewed the history and can see on January 27th, the customer was here for service. The notes show the customer states the front and rear lights stay on after the vehicle is turned off, which is a normal characteristic of the vehicle. The autolamp delay setting was originally set at 20 seconds, which means the headlights have a 20 second delay after the key is removed to the lights turning off. We tested it after changing the settings to 0 seconds and the lights turned off immediately. 

  Also, the customer purchased extended service plan and maintenance plan but if the concern is not covered under the warranty, then the customer would be responsible for the repairs. 

  We are here to help, so the customer can call to schedule another appointment to address his concerns. We are more than happy to make any necessary repairs, but we have to be able to duplicate the customers concerns before anything can be done. 

  Thank you.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct. 26, 2022, I bought out lease on my ******** At the same time I was charged a $500 processing fee to have the dealership process my tags and title. After driving around for over a month with no response from the state regarding title and tags, (and with dealership remaining a co-owner on my vehicle) I went back to dealership to inquire about it. I was told they were short staffed, and that is why mine had not been processed. I asked for paperwork so I could personally take to MVA, but was told I would have to wait for several days before I could pick up paperwork from dealership. Aggravated, I asked what the $500 processing fee was for, and was told it was indeed to process tags and title and for "advertising" costs. Since I was told by the customer relations person, that they had not started processing I asked specifically that they simply give me the paperwork and the $500 process fee back and I would take to MVA and process myself. I was told by the customer relations rep that they would be cutting me a check. They kept me waiting in their waiting area for over 3 hours when finally someone showed up with my tags and title, (and a check for $54 for overpayment of tags and title) which had just been processed while I was sitting there, and after I specifically asked that I did not want Koons to process them at that point. I have been trying now for a month to get this resolved. They have offered me at different times $100 for inconvenience, and the latest offer of $250 as in their words a "good will" gesture. Since it was their negligence, and not mine, I would not accept less than the $500. They are refusing to refund that amount. (P.S. the day after they gave me the tags, I received a call that they had put the wrong expiration date on the tags, and would send me a new sticker to bring my tags up to date, which they did. The point is all of this processing was RUSHED after I showed up in person to inquire about it, and presumably to "justify" the $500.

  Business response

  01/10/2023

  Good morning, we spoke with ***************** on numerous occasions, and explained the processing fee does not get refunded, for anyone.

  The Maryland Motor Vehicle law allows dealers to charge a processing fee to offset expenses incurred in the processing of a vehicle. This includes things like courier fees, overnight delivery fees, title and file clerk expenses, disposal  of trade in vehicles, fax, internet and phone fees, software and other administration expenses related to the processing of the vehicle transaction. The fee can also be for preparation of written and/or electronic documentation of the transaction, obtaining lien releases, filing documents with the Administration and retaining documentation and records of the transaction and complying with federal and state privacy laws. 

  Yes, we are short staffed and doing everything in our power to resolve the staffing issue. As a kind gesture, we did offer her a gift card, but she declined. To be clear, the gift card was in no way an admission of wrong doing; there was no negligence.

  Her plates have been processed and completed. 

  We decline her request for a refund.

  Thank you, 

  Carol H************, Customer Relations Director

  Customer response

  01/12/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  They did NOT at ANY TIME offer me a gift card. That is a made up lie. "Numerous" occasions? How about 2 times.

  Because I showed up in person to get my work processed, they were to required for overnight delivery fees, disposal of trade in vehicle (I bought the car out for cash), no internet or phone fees. Interesting they do not state what they actually DID to "process", they only say what is allowed by MVA. 

  I received the following email from them. I guess this is their kind gesture.  But where is the $250.00.  I have not received it. 

  *****************,
  
  We are happy that you will be accepting the partial refund. I know that it is not your preferred solution but I want you to know that this is in no way to place blame, we simply want to offer you a courtesy and put our best foot forward. I will be sure to send the refund over to your home address. I also wanted to let you know that I have sent over your cancellation form and it is currently being processed. This process takes between 2-4 weeks but we will give you a call as soon as everything is completed. Thank you again for being so kind and giving me a 5 star rating on the follow up survey; I greatly appreciate it. Please Let me know if you have any other questions :) 
  
  Best Regards,
  
  *************************
  Customer Experience Specialist
  
  Regards,
  ***************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In early July I contacted Koons ******* of Silver spring to purchase a 2022 ******* ******* ***** *******. I notified them I already had financing. The vehicle was located out of state and after confirming availability with the salesman my wife and I bought one way tickets to pick up the car. The salesman said we could complete the financial part lf the transaction online since I already had financing. After the tickets were booked he stated that was no longer an option. He then called back stating their was an open recall which they had to order parts for and they couldnt sell the vehicle. He called back later saying they completed a temporary fix and ordered parts to a dealership near us and we could pick up the car. When we arrived he said it was state policy that they run a Credit check which I then had to apply for financing on their PC and then they proceeded to try and push their financing on me. The salesman also stated he ordered the weatherproof trunk mat which we never received. Its now almost January and I have no registration for the vehicle. I have called dozens of times and they continue to lie to me and say they just sent it in or I will receive it next week. The entire transaction has been deceitful and misleading. They no longer respond to my calls. This vehicle is eligible for a $6800 tax credit which I may not be able to apply due to the registration. Ive wasted hours of my time trying to get into contact with them. The dealer plates are now expired for the 4th time and their sales department is the only ones who answer the phone. They are will to take money but do not deliver on services afterwards. This was by far the worst car buying experience Ive had and it reflects Poorly on ********************* as a whole.

  Business response

  01/10/2023

  We spoke with ***************** yesterday. She has been in direct contact with our tag and title department and she has been speaking with *************************, in our customer relations department. 

  Every customer is required to complete a credit application, regardless of whether or not they have their own financing or paying cash. We must do background/credit checks to ensure the validity of the customers identity and to avoid fraudulent activities. 

  Customer did receive another temporary tag and the hard plates should be ready within the next 7-10 business days. 

  Thank you, 

  ***************************

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2016 ***** CX-3 with Remote Engine Start with an app from my phone. I wanted the remote start from a fob, but they said they no longer had that. The Remote Start never worked well but it worked well enough when I was leaving home in the morning and that was good enough for me. ***** decided to discontinue that program. I asked several times what they would replace it with, but no one would call me back. I finally spoke with the corporate office and was told that there is no option for me except to purchase a new Remote Start system. I asked why I should pay again, and they told me it was the only option. I went to a different ***** dealer and was told that they could install the Remote Start system with the fob, but I would have to pay $695 for the system and $117 for the wiring and I would have to pay labor fee for the installation. I declined and purchased a system from a third party for $348. I am disabled and I cannot stand very long. I have a disorder in most of my joints that makes movement painful so I purchased the Remote Start so it can melt the ice and snow off the car before I go outside so it can either be gone or soft so I can clear it off myself. Without the Remote Start I have to pay someone to clean my car off or I have to miss work. I want ***** to refund the money I paid for the initial Remote Start.

  Business response

  02/27/2023

  Good afternoon, as the customer states, this vehicle was purchased brand new with all the known features intact. The dealership has no control over what the manufacturer ************ implements and/or changes along the way. If the customer is seeking reimbursement for remote start, they will have to work directly with ***** Corporate for the refund.  We sold the vehicle as is, with the features known at the time of purchase. 

  Thank you.

  Customer response

  02/28/2023

  [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 as Answered]
  
   Complaint: 18580309
  
  I am rejecting this response because: ********** says the Remote Start reimbursement is the responsibility of the dealer that was paid.  The dealer says the responsibility lies with **********.  In the meantime no one is taking responsibility at all. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I went to ******s Website and found a ********** **** ($29, 000) that I thought I would be interested in buying. ****** emailed me a write up on the car stating that, as a ****** executive member, I should receive a $550 discount on the sales price of the car. I then reached out to Koons, Silver Spring. A sales representative, ******************* from Koons contacted me and arranged for me to get a ride to the dealership. At first sight, the car appeared too small for my present needs, but my plan was to keep this car until the electric car I wanted was available. My current vehicle is a ***** ***** ******. I wanted an electric SUV, something the size of my ***** but the industry does not make that car yet. After test driving the car, I presented the ****** email to ***, he told me they no longer worked with ******. I told *** I thought that the vehicle was smaller than the photos, but I proceeded with the purchase. *** told me if I didnt like the car, I had 7 days to exchange it. I filled out an Electronic Contract and a Paper contract. Within 24 hours of having the vehicle I knew that it was too small for my family and called *** that Monday to let him know that I did not want the car. When I spoke to him he stated he would call me back but he did not follow up with me, so I reached out to him several times before I was able to talk to him. I asked him if I was not interested in another car what were my options? He informed me that I had to stay with the ** ****, the car I purchased. I reached out to ****** to find out why they referred people to Koons since they were no longer working with them. The ****** representative informed me that they do, in fact, work with Koons and that the sales rep. from Koons had misinformed me. I called and left a message for the General Manager ****** . (who never returned my call) Within the hour ******************* then returned my call. I asked him Why did he tell me they did not work with ******. He stated He just found out they still worked with ******** went back to the dealership on Tuesday, Nov. 29 and told *** that I was not comfortable working with him because he had misinformed about me about working with ******. He stated that the amount lost was only 500 dollars and that he would fix it. I told him that I no longer wanted to work with him, and he asked if I wanted another salesperson, so I stated yes. I worked with another Sales Representative (********************) and the only car Koons had that I was interested in was a 2018 ********** Tiguan ($26,500). This car was larger than the ** Taos (it has 3 rows of seating) and I was not losing as many of the features that I currently have in my *****. I test drove the car and was more comfortable with its features. ********************** informed that I would have to do new financing for a different vehicle. I informed the ********* that I did not want to go through financing again because I thought the rate was too high. He went back to speak to *****************. He came to the front to speak with me. I told **************** I did not want to do new financing because I wanted a lower rate. He asked me who told me that I informed him ***********************. He told me that I WOULD NOT have to secure new financing. It took several hours for them to convert the paperwork over from the Taos to the Tiguan. I signed all the electronic paperwork. They told me they would email me a second set of documents that I would need to sign. When I saw the second set of electronic documents, I was confused by some of the numbers, and I saw that the paperwork stated that once I signed I could not get out of the deal. Early the next morning on Dec 1(Thu, Dec 1 at 8:16 AM), I emailed the finance guy, *********************, and told him I had questions. He did not return my call until late that day. He explained the numbers that I did not understand on the finance forms and stated that we needed to get the forms signed ASAP. During that conversation he informed me that although the Carfax stated I had a 22-month manufacturers warranty on the car, the car is 4 years old, it DOES NOT have the manufacturers warranty. On December 2 (Fri, Dec 2 at 6:51 AM), I sent the finance guy, *********************, an email stating that I needed to see all the documents before signing because the terms were not what we discussed. On December 2 (around 11 AM), I opened the rear of the car and noticed water dripping into the car. I called ********************* to let him know that I needed firm details about the warranty information. **************** called me back (December 2 (1:26 pm)) He informed that he called ********** and emphatically stated I DO NOT have a manufacturers warranty. I reassured him that I believed him. He also said it was a problem that we do not have contract. I asked him to send me all the documents so that I may read them. I told him I dont have any documents. He stated I would get a copy after I signed, and I told him that I needed to know what I was receiving before I signed. **************** emailed (Fri, Dec 2 at 1:25 PM) emailed the *** *** and some of the warranty documents. I specifically requested the documents regarding the total cost of the car which I did not receive. After reviewing the documents, I did not feel the services offered were as verbally presented to me, i.e., a $1200.00 maintenance plan was supposed to cover all oil changes for up to 76,000 miles but on paper was limited to a total of only 10 oil changes. On December 3, I sent an email letting the **************** letting him know I was a dissatisfied with the representations made and the services I was receiving. I further stated the car did not have the manufacturers warranty that was listed in the ******, and it had water leaking inside of the car and that seeing that the car is 4 years old, I was unsure of the extent of the water damage. ( I also attached photos of the water leak) I stated I was not going through with the deal requested my $2,000.00 deposit to be returned. I returned the car on December 3. When I returned the Car on December 3rd. **************** informed the car does have a manufacturers warranty. To which he then informed me I am the legal owner of the car. I reminded him had water leaking on the inside and it needed to be fixed. To this date 12/14 I do not have a full copy of the electronic documents.

  Business response

  01/19/2023

  Good afternoon, we have already started the warranty cancelation process.

  Thank you, 

  ***************************

   

   

  Customer response

  02/07/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: ******** ****** <**************@*******.net>
  Date: Tue, Feb 7, 2023 at 9:54 AM
  Subject: Response to complaint ID # ********- Koons of Silver Spring, Inc
  To: [email protected] <[email protected]>
  

  
  
  

  Before signing for the ** ******, I was told by **** ******, Koons Finance Rep. that the customer signs the finance documents on the electronic tablet and then the customer signs a printed copy to complete the transaction.

  After signing via tablet, I was emailed a copy of my finance documents for final signature.  Upon reviewing the documents, I realized that I was not totally clear about the financials and warranties for the purchase of the car.  Despite frequent urgings from *** ****** to sign off on the documents, I concluded that the dealership had misrepresented the details of my transaction, and decided that I DID NOT want to execute the document.  Also, I discovered that the car had water damage and was in need of repair. I returned the vehicle to Koons and asked for my deposit to be refunded. The car sat at the dealership from December 3, 2022 until January 6, 2023. During this time, despite the numerous efforts I made to communicate via email with Koons' General Manager and Staff, I could not get anyone to respond in writing. So much time had passed that the initial payment for the car became due. I had no choice but to pick up the car and to pay the Financing Company rather than risk ruining my business credit. Koons had pushed through the transaction knowing that I had a problem with it. I believe they fraudulently misrepresented the transaction. 

  Having not heard from Koons in writing, as I requested, and not trusting their verbal representations any longer, I informed Koons that I would be picking up the car but I did not want the warranties.  Because I got no response from Koons, I reached out to the Attorney General’s office and their representative instructed the general manager at Koons to respond to me.  After weeks of not getting any answers from Koons, Koons' general manager sends an email immediately letting me know that the warranties would be canceled.

  I also wanted a refund for a package Koons called ** **** since Koons had never explained what that entailed and because I received a letter from the Finance Company stating that the dealer did not disclose all the charges on the Sales Agreement. 

   

   I was charged a total of $1494 plus tax for this package.  After repeated requests for an explanation of the charges, I received a flyer on January 25, 2023.  After I studied the flyer, I realized that Koons had charged me twice for an item called *********. When I requested an explanation, Koons responded that I would be given a refund but Koons credited a partial payment to my account with the Financing Company with no explanation to me.  The total to be refunded should have been $1495 plus tax.  This is the total that was not disclosed to me.  Koons credited $1000 leaving an outstanding balance of $495 plus tax. 

  
  

  ******** ******

  
  Regards,
  
  ******** ******
  

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