ComplaintsforKoons of Silver Spring, Inc

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a used ******** *** from Koons ***** Silver Spring in 03/22. From the test drive I pointed out to my salesperson that the car needed alignment and balancing as the ride was noticeably bouncy and the car pulled to the right on occasion. Their service dept claimed the wheels were fine but an alignment was needed. I took it back to them for them to perform the service. After receiving the car back, the car still pulled and the ride was still bouncy. Fast forward a few months I take the car to a local tire shop and they indicated the wheels were damaged and there was some damage from a previous accident that was affecting the proper alignment of the vehicle. They recommended taking the car to the dealer for repairs. I took the car to an infinity dealership who notified me again that the aftermarket wheels were damaged and they recommended seeing a wheel specialist prior to doing any other work. I reached out to Koons with the reports from both shops, indicated they would take a look at the vehicle and repair any issues at their cost. At close out they attempted to charge me for the wheel work, I pushed back on this and complained that they were using deceptive tactics. They relented and didnt charge me for the wheel work but did charge me for another vehicle alignment. After picking up the vehicle the drivability issues still existed. I took the car to a wheel specialist as requested by the Infinity dealer and on a visual inspection they were able to walk around the car and show me the damage to rims and stated that the damage could not be repaired since they were aftermarket wheels. The wheel specialist was concerned that the vehicle was sold to me with aftermarket parts and that they were damaged, and that Koons had indicated they fixed the issue in my recent visit. On top of the shady practices they used to try to sell me expensive warranties and service plans at the time of purchase. This has by far this is the worst car buying experience.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told it would be at least a week before my 2019 **** Transit Connect's transmission issue could be diagnosed, so I left it with the service department. Several days later, I began receiving security alerts on my mobile phone that the vehicle was being driven on multiple occasions with multiple occupants to various locations, including a park. I suspect the porters were joy riding while the vehicle was sitting waiting to be repaired. I notified the service advisor and sent documentation but received no response. Overall, 46 miles were placed on the vehicle while in the care of Koons **** of Silver Spring.I was informed a valve assembly and some labor were not covered under the vehicle's extended warranty plan and I would be responsible for $450. The warranty company provided me with the claim documentation that showed everything was covered, including the valve assembly. When I brought this to the service advisors attention, he changed the cost to $200 without providing any explanation of the remaining charge breakdown. Several other actions by Koons **** of Silver Spring that I found unscrupulous:They ignored the requirement to have my approval and signature on the invoice before sending it to the warranty company for payment The invoice send to the warranty company is different from the invoice I was provided.The exit odometer reading was falsely reported ( probably as a result of the joy riding that took place)I sent an email to the customer service manager, the service manager, the service advisor and upper management of Koons **** of Silver Spring outlining these concerns, but received no response. I would like an explanation from Koons **** of Silver Spring for the following:Why they failed to properly secure my vehicle while in their care.An itemization of the $200 I was charged that differed from what the warranty company paid out.

  Business response

  10/24/2022

  All the customers concerns were addressed in December 2021. As already communicated to ******************, his vehicle was never taken on a "joy ride", but his vehicle was taken on normal road testing by our technician while doing a routine diagnosis. His vehicle, and many customer vehicles are taken on this same route, often. These routes are encouraged by management and much safer than pulling over on the side of a road for testing. 

  As previously explained to the customer, he was charged $200 for things his aftermarket warranty would not cover. His service advisor gave him a $250 discount; he should have been charged $450 but he was only charged $200. The customer was informed of these charges before anything was done and the customer approved the work.  

  We have already provided ****************** with ample explanation regarding his concerns in this complaint.  

  Thank you and good day.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Their website states that "We want to earn your business, thats why we will beat any appraisal offer or give you $500. Must present a bona-fide written appraisal from any third party. Authentication of appraisal required. Vehicle description and condition must be identical to appraised vehicle. Appraisal must show VIN#. ****** will beat the offer or give you a check for $500.00. Email and text appraisals excluded. Residency restrictions may also apply. Offer may be terminated at any time. Misprints and technical errors void offer. ****** must have the final opportunity to trade or purchase your vehicle." I contacted them to sell my used car. I was conversing with one of their sales specialist and provided him an online offer I had received for the car from a competitor. He advised that he would not be able to beat that as an online offer; however, he said that I would need to get that competitor's offer in person. So I went to the competitor to get the offer and forwarded that along to ****** to beat. They informed me that they would be able to beat the offer. However, 2 days later, when I was trying to schedule the sale, they informed me they wouldn't honor the deal any longer. They claimed that the deal had to come from ****** or ******* despite their website saying "any third party" (not to mention that the competitor I received the bid from is a major, multi-billion dollar national brand).I would like my $500 check or they should take down this false advertising.

  Business response

  07/12/2022

  Good morning, as you can see from the attached, this is not a valid appraisal. The text messages and "appraisal" do not appear authentic to us. We have to make sure the appraisal is not fraud. The attached looks like something quickly put together in a Word document. We simply cannot accept it. 

  We decline this request. 

  Thank you, 
  Carol H**********, Customer Relations Director

  Customer response

  07/16/2022

  [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: That is not what was told to me by your Director of Operations, Matthew M*************. He believed that the appraisal/offer was valid in response to me offering to drive back to your competitor ******** to have the appraisal printed out. His objection was that it was not from a "reputable buyer such as ****** or *******" despite ******** being a nationwide dealer that is comparable in size to those he mentioned. This is in direct contrast to your statement that you will accept an offer from "any third party."
  
  Regards,
  
  *******************
  

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new 2021 ******* ****** from this dealership in May 2021. Overall, no problems with them, but over a year later and I still do not have a clean title on the vehicle. The title that was issued to me had the wrong lienholder: It listed **** ** ******* but it should be ***. Maryland MVA tells me that the dealership has to file the correction. Twice in late 2021 I went to the dealership. Both times, the only person I was allowed to talk to was the front desk clerk. She took all the information and told me that someone would get back to me. That has never happened in either case. The second time, I also brought the incorrect title. The front desk clerk took it and again promised someone would get back to me. Over six months later, that still hasn't happened and I have no title at all.

  Business response

  07/27/2022

  Apologies if we didn't respond but  this is the first time I'm seeing this. 

  I'll gladly look into it and see what the status is and why. 

  Thank you for your patience. 

  Carol H***********

  Customer Relations Director

  Business response

  07/28/2022

  Our tag and title department will be contacting the customer to see how we can help and for us to explain the process regarding next steps.

  
  Thank you, 
  ***************************

  Customer response

  08/05/2022

  [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 ********. I still do not have a title in hand, but it does appear that they are working on the issue. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today, I went to Koons to have a diagnostic test done on my car. After the test was completed ,I attempted to pay for it with my credit card. I was told at this time that there would be a 3 percent surcharge. I believe that if a surcharge is going to be charged , it should be stated or listed somewhere in the business. I had no other choice but to use my credit card.

  Business response

  06/27/2022

  The 3% credit card fee was implemented almost two years ago. Each customer receives an introduction text message upon arrival which includes reference to the 3% credit card fee. We also have signs posted throughout our business.  

  Thank you, 

  *****

  Customer response

  06/29/2022

  [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: ***************************** <********************>
  Date: Wed, Jun 29, 2022 at 2:18 PM
  Subject: Complaint ID ********
  To: Better Business Bureau <[email protected]>
  

  
  

  Dear Sir/Madam,

  
  

  While responding to the business response my e-mail was send without me submitting my response. to Koons of Silver  Spring, Inc.    I ask that you include the following as my response.

  
  

  Konns stated that I was sended a text.  This is making the assumptions that the customers have their phone with them, that the phone is in working order, that the customers will view the text before having to pay for the service., etc.  Koons also stated that signs were posted.   The fact that I did not see the sign let me know that the sign was not prominently displayed.  Koons had me sign a work order prior to doing any work on the vehicle.   This would have been a good time to let me know of the fee.

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

• Initial Complaint

  05/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 4/19/22 the dealership delivered a used pickup to me. The deal was they would give my the truck, two sets of keys and a clean title and I would give them my truck, two sets of keys and a clean title and a check for the balance due. They came with the truck, one set of keys and no title. I held up my end of the deal and they said they would send me the title after the check cleared. The check cleared 4/21/********* weeks later I still do not have the title and I can not get anyone at the dealership to talk to me or return my calls. ************************* is the owner, *************************** is the salesman, *************************** is the sales manager. ************.

  Business response

  05/17/2022

  As explained to the customer, the process takes a few weeks to complete. We will never send a title to a customer immediately after a deal has closed. There is a process that every deal must go through which can take a minimum of 3-4 weeks.

  The title was delivered to the customer on Friday, May 13th.

   

  Attached is proof of delivery showing the title was delivered to the customer on Friday,. May 13th. 

  Thank you, 

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

  Customer response

  05/21/2022

  [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

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 14, 2022, I went to Koons ***** in Silver Springs, ******** to get my car serviced. While there I addressed partially separated left rear bumper reflector and inquired on what needed to be done to repair the part. ***********************, the service advisor, said, Someone must have hit the bumper and referred me to the collision company Koons works with, ************************** I reached out to *******************************, the Director of Parts and Service at Koons. He stated he had seen this type of problem before. ******************** stated it was a common problem, but not enough to warrant ***** to initiate a recall. He stated, referring to Koons, their hands were tied until ***** decides to start a recall. Since it is not considered a safety issue they more than likely would not recall. I would have to put in an insurance claim or pay out of pocket for the $1,000 repair. Having researched online myself, it appears this has been an issue for at least 5 years. I don't think it is fair for consumers to have to pay for the repair for a faulty design on the part of *****. A few people online stated they had to get the part repaired two times. ***** has agreed to pay for the repair to some clients in the past based on the online forum. It costs a little over $1,000. Although the issue is related to a faulty clip, the entire bumper must be replaced. Causing the cost to be $1,000 with parts and labor.I purchased my car new 2021 ***** CX-5 on May 5, 2021 with only 5 miles on the car. I have had four new cars and never had a part break apart from the vehicle. ***** needs to eat the cost of the repair but also do something about this problem to prevent future buyers from the having to deal with the issue. Photos - There are two photos showing the separated rear bumper deflector and a photo of the right side showing the piece flush to the bumper.

  Business response

  05/03/2022

  We would love to help but this is not something ***** Corporate would allow us to goodwill. This is a common concern and unfortunately the dealership can't bear the cost of all the vehicles that *** be experiencing this common concern. The best thing for the customer to do is to contact ***** Corporate directly to see if they are willing to provide some type of financial assistance.  Thank you.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October 2021, I cancelled two extended warranty plans at Koons provided through Global Advance: Carefree maintenance in the amount of $2,495.00 and Dent, Ding and Repair in the amount of $2,995.00. on April 1st I spoke with Global and was told that a check for these plans had been sent to Koons in October 2021. I have not received reimbursement for these plans.

  Business response

  04/07/2022

  Our accounting office is already working with *** ****** on this. The warranty was canceled in October and a check was sent and cashed by **** ****. Not sure why he was told otherwise but the customer can reach **** to discuss this matter further.

  **** can be contacted at ###-###-####.

  Thank you, 

  Carol H*******

  Customer Relations Director

  Customer response

  04/11/2022

  [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

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern, I purchased a used vehicle from your dealership on May 5, 2021 and at that time I also purchased a five-year warranty for an additional $3,000. I was told by the salesman that it was a Bumper to Bumper Warranty. On September 14, 2021, I paid $179.00 to have the car towed to your dealership because there was an indicator light on the dashboard signaling a problem with the brakes, so I was not comfortable driving the vehicle. Even though I had an appointment, a week and a half went by before the car was even looked at. To get back and forth to work, I requested a rental, which was part of the warranty coverage, however I was told that no loaner vehicles were available, so I never received a rental car. I called on a daily basis, speaking with several different people and finally, I was told by Finance Manager, ************* that I had been sold a new car warranty in error, so the warranty did not apply to my vehicle. I was also told that the indicator light was triggered by an O2 sensor and that the car could still be driven, so I went and picked up the car. I have been calling and leaving messages and no one will return my calls. To date, I still have the issue with my car, and I am still paying for a warranty that does not cover my vehicle because the $3,000 for the incorrect warranty was rolled into the finance agreement, on which I am currently making monthly payments. I want this warranty canceled and that $3,000 removed from the finance agreement immediately. Your dealership also owes me $179.00 for the tow charges because that was an expense incurred because of the warranty that would have fixed my car once I got it to the dealership. Now we know that due to your dealerships error, the repair was not going to happen. As a resolution, I would like my car note to be revised with signatures from both parties and a refund of $3,000 for the warranty.

  Business response

  01/04/2022

  Good afternoon and I hope this message finds you well.
  
  I am writing you in regards to the complaint you received from **** *****.
  
  My apologies for not responding sooner but I (as well as many others here) have been sick and just returning back to work. 
  
  As soon as I have a response from our Finance Director, I will respond with a resolution.
  
  We can easily cancel the contract but I need to confirm IF the wrong warranty was sold. If so, I have no problem refunding the tow bill. 
  
  Thank you and stay safe.

  Business response

  01/07/2022

  ---------- Forwarded message ---------
  From: Carolyne H******* <*****@koonsofsilverspring.com>
  Date: Thu, Jan 6, 2022 at 2:15 PM
  Subject: RE: Complaint ID ********; **** *****
  To: Dispute Resolution Team <[email protected]>
  Cc: Carolyne H******* <*****@koonsofsilverspring.com>
  

  
  

  Good afternoon,

   

  I have approved the refund for the tow bill.

  **** ***** should receive a refund next week.

   

  Thank you,

   

  Carol H******* | Customer Relations Director

  3111 Automobile Blvd.

  Silver Spring, Md 20904

  O: ************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Koons **** sold me a vehicle on 9/5/2021 that had a lien on the vehicle from previous owner without informing me that there was a lien on the vehicle. To date 11/2/2021 i have not received the title to the Vehicle. When I reached out to Koons they seemed not to care that they sold me a vehicle that has a lien on it. MVA of Maryland has said that they need hard copies of the paper work on the vehicle in order to process the title for the vehicle. When I reach out to Koons today 11/2/2021 i was informed that the Bank from the previous owner had not sent Koons the paper work releasing the Vehicle and i would just have to wait maybe as long as 6 months for the bank to send the release I asked why they sold a vehicle to me with a lien on the vehicle and they clam not to have known there was a Lein on the vehicle.

  Business response

  11/05/2021

  Good afternoon! We definitely care and have done everything we can to follow-through on our commitments. In fact, I personally spoke with **************** before he submitted this complaint. As previously mentioned to him, we will do whatever we can to expedite this matter. In fact, he should receive the title by next week.  **************** told me he needed the title in the next few weeks and it looks like he'll get it sooner.

  We are not able to reverse the deal but he will get the title soon. 

  Thank you, 

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

  Customer response

  11/08/2021

  Thanks you Koons **** fore responding so quickly  

  [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:

  Thanks to
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩