Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 7, 2024, I purchased a 2021 GMC Yukon Denali having a mileage of ***** from Koons White Marsh Chevrolet. On December 17, 2024, at approximately ***** miles, this GMC suffered multiple catastrophic engine failures, rendering it disabled. This vehicle had to be towed to ***** Chevrolet, **** and I have been left without a vehicle to transport my family since the date of this incident. ***** Chevrolet was able to provide and initial diagnosis, to include lifter failure, possibly leading to overheating and premature engine wear. Additionally this vehicles engine is suspected of having an oil consumption problem, possibly related to defects in the piston rings. This vehicle has only been driven 7000 miles since its date of purchase. It is clear that either through negligence, or unethical business practices, that this vehicle had severe mechanical issues that a professional mechanic should have diagnosed prior to the date of sale. It is clear that given the short amount of distance and time that this vehicle was driven, that these issues were likely present prior to the sale of this vehicle. Given that this vehicle is a 2021, and given the low amount of mileage put on this vehicle since purchase, it should work as intended, and continue to function for a reasonable amount of time. It is unacceptable to have multiple catastrophic engine failures on a vehicle which I have only made five payments on. I am deeply disappointed that a vehicle with such significant mechanical problems would be sold by Koons White Marsh Chevrolet.

  Business Response

  Date: 01/16/2025

  ***********,

  
  

  I'm very sorry to hear about what you have been experiencing with your truck so recently after purchasing.  It is very unfortunate to be experiencing such issues so soon We take the time to thoroughly inspect every vehicle and make every effort to ensure this type of thing is caught before offering any vehicle for Sale.  Unfortunately, from time to time it does happen that there is an issue that may not be showing any symptoms but is already on the way towards a mechanical failure.  We have certain checks and balances in place to prevent issues like you are suggesting and it would be in no one's best interest to sell something with a known issue.  I would like to help in any way I can. Please give me a call at your convenience. **** ******* - General Manager, Koons White Marsh Chevrolet.

  
  

  Thanks,

  
  

  
  

  **** *******

  General Manager

  Koons White Marsh Chevrolet

  Chevrolet Dealer of the Year Award Winner

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

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

• Initial Complaint

  Date:05/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traded my car for 2023 on the 29th of April did paper work given the price on vehicle when it was time to go with my new vehicle I was told could I come back at 6 to pick up vehicle then as it was time to pick up vehicle get to the dealer I was told the paperwork that was done was wrong need to do over because the Vin number was wrong I was given another paper work with the correction notice price have changed.i go back the next morning about the issue talking to management he go over paper work highlights the changes then I get a letter from the financial company to call my dealer with the changes of the loan I call to see what it was to learn the price is two time high I had a to act soon I call the financial center told me the dealer submit the paperwork which is paper work with a different price then the two paper work I have so I go to the dealership he gives me a total different paper work then what I have signed which have a total amount different than what I signed and agreed what he give me was a price double

  Business Response

  Date: 06/05/2024

  We reached out to the guest to address their concerns and believe that we were able to clear up these misunderstandings. We had scheduled additional time to review in person if concerns were not addressed and did not hear back further. We believe this concern to be resolved, but are happy to assist further if needed. The guest can reach out to me directly at ###-###-####. Thanks! Rich *******, General Sales Manager

  Customer Answer

  Date: 06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: went to talk to dealer did not come to agreement first I so dealer the Vin number on my car loan is different ask who car will I be paying off that not my Vin then ask the dealer about the what the car was to have and it dont then ask about the different prices of contact went to go over contact about the changes on the price then offered me a chip witch was missing out of car ask about the car problems that I noticed which those were address a month ago nothing done no appointment made to address my issues 
  
  Sincerely,
  
  ****** * *******

  Business Response

  Date: 06/10/2024

  We verified via the paperwork the guest received in the mail from the lender that there was a clerical error at the lender where the wrong VIN was recorded on their internal records. We reached out to the lender on the guests' behalf and the lender saw their error and were happy to have it corrected it in their system. As an extra precaution, we also verified that tag & title work along with the lien are all correct at the MVA. We reviewed all of the purchase paperwork including Bill of Sale and Maryland Law Contract line by line with the guest, verifying everything to be correct. During the process she mentioned that there was a missing SD card. We were unable to verify if it was missing at time of sale, but simply provided it without question. She also mentioned a question about a possible mechanical concern. We offered to schedule an appointment which she was unwilling to make at this time. We are unsure of what we can offer additionally at this point, but are happy to schedule another appointment either for service or to review any paperwork once more. Thank you. Rich *******, General Sales Manager

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to look at this truck that they had listed online. They called me while I was on my way and said the ac wasnt working and that they were going to fix that. I showed up and the sunroof was also broken. They said they would fix that. They tried to fix the sunroof and said they did and that they replaced everything but when I got it back the sunroof still wasnt working. Before I left the lot I found out the apple car play wasnt working. They also said they would fix it. I took the truck to a **** dealership and they said the whole sunroof has to be replaced (Koons said they did that). Also the door k*** was broken. After a couple of phone calls their story wasnt matching up and they started changing their story about the sunroof. They finally fixed the sunroof and doorknob but not the apple carplay. They said on the receipt that the apple CarPlay needed to be checked out by ****. I kept emailing and calling about Koons paying the bill for the apple carplay but they never gave me an answer and stopped answering my emails. The apple carplay is the only thing Im looking to get fixed because it was broken on the lot. I just want them to pay for it when I take it to the **** dealership

  Business Response

  Date: 03/13/2024

  We are working with the customer to resolve their concern.

• Initial Complaint

  Date:06/21/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attention:*** Berg General Manager This is a notice to communicate difficulties with the transaction connected with account number XXXXXXXXXXXX that I have been made aware of. As demonstrated in EXHIBIT A, ***** Chevrolet inc is a creditor as defined in 15 U.S.Code 1602(g). The agreement proves that this is a consumer credit transaction, as evidenced by the notice required by 16 C.F.R. 433.2, as indicated in EXHIBIT B. The financing charge is the total cost of consumer credit expressed in dollars, as indicated in EXHIBIT A 12 C.F.R. 1026.18 H-1 Credit Sale Model Form. The term finance charge refers to the total of all charges, as defined by 15 U.S.Code 1605(a). "The finance charge does not include cash comparables. In this contract, the "down payment" is demonstrated in EXHIBIT C as cash down payment . This is a violation of 15 U.S.Code 1640(a) for failing to comply with TILA. If the finance charge is the total of all charges in a dollar amount, there should be no need for a separate cash down payment. It is clear Koons Chevrolet inc would be held liable under criminal liability in the court of law in accordance with 15 U.S.Code § 1611(a) as for Whoever willfully and knowingly gives false or inaccurate information throughout this agreement governed by Truth in Lending Act . To remedy this situation I am requesting -return of my down payment EXHIBIT Cmade payable to me in the amount of 6147.23 via check to ****** **** I only want communication from this point to be in writing unless you are calling to settle this matter . Arbitration is next see exhibit D Please cease and desist any other communication other than writing to me in regards to this matter. You have 30 days to comply before legal action becomes necessary. I look forward to hearing from you soon . Certified Mail number :XXXXXXXXXXXXXXXXXXXX

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 7, 2022/07/12) */ Koons Chevrolet of White Marsh takes any and all customer concerns very seriously. We are looking forward to resolving our customers' concerns and answering their questions. We have done our best to understand the nature of this customers' written complaint, but if we missed something or if there is further clarification needed we would be happy to speak in person regarding the referenced Retail Installment Contract that was approved by the customer in March of 2020. The first stated concern was that "the number of payments as well as the amount of payments seem to be inaccurate on the payment schedule 16 CFR 433.1D." The number of payments (84) is clearly displayed in the federal Truth in Lending box which was speicifically signed and acknowledged twice by the customer at the time of sale on page 1 of the Law 533-MD-ARB-eps-14 1/17 Retail Installment Sale Contract - Simple Finance Charge. The second stated concern was that "The Next billing error is the on the itemization of amount Financed". The itemization of amount financed is broken down in detail and was acknowledge specifically by signature / initials twice by the customer on page 2 section 1 at the time of sale on the same Law 553-MD-ARB-eps-14 1/17 Retail Installment Contract - Simple Finance Charge) The third stated concern was that "The next billing error the down payment on the itemization of the amount financed the 3000 cash down payment place under section which references net trade is violation of cfr 1436.10". We are somewhat unclear of the question here, but we believe this is in regards to the customer's trade value which was a negative amount (the vehicle had an unsatisfied loan that was being traded that was in excess of the established trade value agreed upon in the transaction). This negative trade value is required to be displayed in the Net Trade Value section of the retail installment contract per federal Truth In Lending and Regulation Z requirements. The fourth stated concern was "The next billing error can be seen on the amount of credit provided to me on my behalf." The complaint goes on to say that "I am demanding additional clarification including documentary evidence of the pruduces (?) used to come up with these itemized amounts in accordance with general accepted accounting principles (Gaap)". The itemized figures on the law 553-MD-ARB-eps-14 1/17 Retail Installment Contract - Simple Finance Charge*, are also itemized and have been accepted and acknowledged by full signature and initials on the Official Buyers Order and Contract of Sale which matches the Amount Due / Amount Financed to the penny. The concern goes on to say that "These billing errors may be assumed to be a willfully intent on misleading and or deceiving the consumer of the character amount of any debt 15 usc 1692e. All obligations and securities are owed to the United States 18 usc 8". These and all figures were clearly and conspicuously disclosed to the customer at the time of sale. The customer acknowledged and agreed to all figures. The customer goes on to request that we "Please act in good faith and return my down payment if 3000 ftc , fdic , cfpb notified". The Law 553-MD-ARB-eps14 1/17 Retail Installment Sale Contract - Simple Finance Charge is the industry standard for Retail Installment Contracts and is specifically written, accepted and approved by the state of Maryland as a valid and legal retail installment contract. Maryland is a very protective consumer state and requires a separate and specific version of the Law Contract. This is what was used (and is always used) at Koons Maryland Dealerships. Koons Chevrolet of White Marsh uses a Computer Management System (Reynolds and Reynolds) that includes very specific checks and balances to ensure the payment calculations are by the penny and within the smallest margins of error for Simple Interest Banking calculations. Our Banking Partners as standard practice, also verify and approve the number of payments, the calculation methods and specific finance charges prior to purchasing and accepting a Retail Installment Contract to meet with all State and Federal Banking Requirements. This loan was no exception and followed all such protocols and checks throughout the process. We are hopeful that this response meets all requirements for protecting the customer's identity while at the same time addressing all of his concerns. After careful review of both the customers' concerns and the ratified Retail Installment Contract, it might seem as if the customer is not referencing the correct document. If the customer would like to obtain a copy of the Retail Installment Contract or any other purchase documents we would be happy to provide them. They may request them in writing then pick them up in person with valid ID by reaching out to **********@*****.com. Thank you. Tim ****, *************** Consumer Response /* (3000, 9, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Notice of arbitration has been sent out from aaa arbitration regarding refund of my down payment Business Response /* (4000, 11, 2022/07/14) */ There has been considerable review of this BBB complaint as well as the many written complaints and requests that have been received via mail and email. None of the concerns listed have any merit. At this point in time we would request that Mr. **** cease the continued barrage of communication. There is nothing further that we can add at this time. Thank you. Consumer Response /* (4200, 13, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) If down payment is not return within 7 days will more forward with arbitration clause listed in contract .