ComplaintsforKoons Falls Church Ford
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Complaint Details
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Initial Complaint
06/16/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 10/03/2022, I purchased a car from this dealership. I added a GAP Insurance through the dealership. I recently refinanced my loan and was trying to cancel my GAP Insurance. For a week now (since 06/12/23) I have been trying to reach the finance manager I worked with when purchasing my vehicle in order to cancel the GAP. Each day I have called them and the finance department has either not picked up, or transferred me to my finance manager ********************* who I've left 3 voicemails for and sent an email to. The longer I wait to cancel this insurance the less pro-rated money I will get back.Business response
06/28/2023
We have spoken to the client and have come to a resolution. Thank you.Customer response
06/29/2023
[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
02/22/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I had purchase a preowned certified 2015 Ford *******. About 6 months after the purchase i had taken the car into another ford dealership for repairs. They told me the drive shaft had snapped off the bottom of the car and it looked like they had replaced several of the subframe parts with old junkyard parts. I reached out to try to get a refund for the car and they have been stalling for time. They asked me to reach out to the GM who is never at the dealership and does not reply to emails or phone calls.Initial Complaint
01/19/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I hope you can help me or direct me to who can. I purchased a 2019 ***** on june 28th 2022. I had left you a message as well. Point blank I am a care giver and my time is limited so i thought partial in but mostly over phone would be ok especially due to the pandemic things have improved in doing that in that manor. Soon Tuesday June 28th 2022. I did make a purchase with a traded in and a 3000.00 down payment. I got a call on that day with a picture of the car , make and model. I agreed came in to sign and that was that . thinking again cause my mom is ill so my time is limited i thought a replicable car dealership im in the right hands. Nope, now don't get me wrong salesman was ver understanding and nice. Finance guy nice as well. However one i had signed the contract and got home to take a really good look at this vehicle. I saw some issues. One the hubcap in the back was missing. It clear it has been in a very bad accident that to tell you the truth it should not have been in sales that way cause on the passenger side door you can tell where it was painted over , good but it was painted over. Then on the driver side the bumper wont fully pop back in . I traded in a 2016 that was in better shape one i had rims not hubcaps two mine was not in a accident at all. So for them to even sell that to me like you take what you can get. Im ****** and then missing hubcap with yall koons thing in the front and back like free advertising. At this point i would tell anyone no , matter fact h*** no. How in the world we are now july 13th and still no word on my hubcap. Mind you i went up there the next day to the service department and ****** after i call the next week said it wasn't approved. Then i go back up there for the finance guy im sorry i dont know his name but apparently he the manger of the used car department, something i didn't know in the beginning. He tells me that the hubcap will take a week but made the comment that it could ha fallen off once i told him i have pictures he says oh no im just saying. And the other cosmetic damages like the bumper as long as it safe to drive he cant do anything but if it comes out in the next couple of months he will fix it. Like this is just a f*****g headache like i shouldn't have traded in my car there cause like i should have just stayed with what i had this is ridiculous. Like is cause im a women and not a man that you think it ok with a car i just purchased with a missing hubcap. And other damages that was hide very well when the car i traded in had rimes not hubcaps and was not in an accident. Like im done. Im so sorry i saw this car , *** ********* which brought me in cause. As a caregiver not having that much time like yes im nice but not stupid.Initial Complaint
01/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a car from Koons Falls Church Ford. I was naive enough to also buy a used car warranty for $1,493.50.The service center quoted $600 for an AC repair, which should be covered by the warranty. I had to email the man who sold me the warranty, before they finally agreed to honor it.I asked them to take a look at the headlights, as they seem to be angled downward, allowing me to only see about 15 feet in front of my car. This issue existed from the time I purchased the car. They quoted $148.50 to adjust the headlights. They said it was urgent to perform this service, as it could be a safety hazard. This "urgent safety hazard" was either ignored or completely unnoticed by them ever since they sold me the car. I declined the repair. Even so, the charge for their "diagnostic" (essentially, looking for reasons to overcharge customers while wasting their time and letting their car sit around for a week) was around $160. I called once I got home and explained the entirety of the service they provided was frustrating and unacceptable. They apologized, said theyd discuss it with their team, and call me back in two days. They never contacted me again.Nearly everyone at Koons seems eager to pass the buck to the next guy rather than perform any actual services, despite their astronomical prices. The management here needs to start actually doing their jobs or resign in shame.Initial Complaint
11/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a used car from salesman Shuvo P****. Mr. P**** promised that since there was no owners manual in the car he would contact the previous owner to see if they had it. If not, he would have the service department order one. Mr. P**** now refuses to return repeated attempts to reach him by phone or messages. I've called and gotten other salespeople who promise they will have him call me. I've also tried talking with Ruth A****** who is the customer service manager. I can only get her answering machine and she does not return my calls. This is by far the worst dealership I've ever been to!Initial Complaint
10/17/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I request to cancel Warranty on August 28.2022. But I did not get refund and I tried to contact them but they no answer.Initial Complaint
10/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Upon purchase they were to fix a dent in the passengers door. This was over a month ago and the dent still has not been fixed. It is written in the purchase agreement.Initial Complaint
10/04/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased the used car and warranty from Koons ford dealership. But next day I Requested cancel my warranty and summited cancellation form. But I couldn't get any confirmation mail , processing status and refund for a month. I tried contact the dealership but any response.Initial Complaint
08/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Yes I’ve purchased a ***** from this establishment 2 weeks ago on 7/28/22 upon purchasing the car I’ve noticed damage to the car headlights and asked for it to be repaired and they said they would honor it ****** report minor damage took it the the ***** body shop and a tech told me he did not want to do a estimate because he could tell that there is more damage to the car than what the *** *** reported I’ve been trying to reach management they are giving me the run around and I want out the deal so that I may purchase from another dealer before they use the time to prolong this situation to make it too late.Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought the vehicle in November 2021 and paid $5,000 in a down payment via credit card and financed $20,112.91 via ******* ************* The vehicle was $15,000 but I paid $5,000 for their Blue Certified Vehicle Inspection. The rest was various fees and taxes. It took a week to inspect the vehicle and they found nothing wrong and checked off everything as in working order. Since I've had the vehicle, I've had to take it in six times for repairs or replace something. I've paid $4637.03 in repair costs and replacement parts. A warranty did cover $2609.19. The vehicle has been in the shop for a total of 15 days so I've had to rent a car and paid $626.05 in rental costs. I went to the dealership on 7/27/2022 to discuss the issue and all they could offer me is $12,500 as a trade-in value.Customer response
08/15/2022
---------- Forwarded message ---------
From: *************************** <*******************************>
Date: Mon, Aug 15, 2022 at 11:52 AM
Subject: Complaint ID ********; Koons Falls Church Ford
To: <[email protected]>Good morning,Over the weekend, I was able to speak with Steve, the Used Car Manager, who agreed to buy back the ***** for the $15,000 I originally paid for it. From there, Hector R********, the salesman, was great at pulling cars that I wanted to test drive and explaining the differences. Finally, Joe M******, Finance Manager, did an excellent job at getting me a lower interest rate and working it out to where my payments were where I wanted them to be. The issue has been resolved to my satisfaction. With that being said, I would not recommend the salesman, Pouya, or one of the finance associates, Dean; both of which I worked with previously and were very unhelpful. Thank you,***************************
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Customer Complaints Summary
37 total complaints in the last 3 years.
12 complaints closed in the last 12 months.