ComplaintsforKoons Falls Church Ford

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2018 Convertible ******* here in March of 2019 and bought a warranty with it. I sold the car in June of 2022 and was looking to have the balance of my warranty refunded. I spoke to Joe M****** on 06/07/22 who forwarded me the cancellation documents. I filled out the document and returned to him the same day. The cancellation form says allow 2-4 weeks for processing. I waited 4 weeks before contacting Joe through email. We went back and forth for two additional weeks as he said he was going to look into the matter and get back to me. After waiting and waiting I didn't hear back. I contacted the dealership and spoke to Colin in finance. Colin advised that he'd look into it and get back to me. I waited a week and called back. The switchboard tried sending me to him several times before I got a generic VM asking me to leave a message, and someone would return my call. I've tried to call back several times since and no one has answered or returned my call. It's been 8 weeks and no refund or response. Any assistance you can provide would be appreciated.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 12/06/2021, I traded in my 2015 ***** ****** for a 2006 ***** ***** at Koons Ford of Falls Church, Virginia. My salesmen had asked me to provide proof of monthly income, which I did. One document indicating my monthly social security benefit of $934, and a second document indicating $522 monthly veteran's disability benefits. All totaled, I truthfully and accurately presented my monthly income as $1,456. I recently discovered through my lender ***** ****** Bank, that the loan application that was submitted by the dealership had inflated my monthly income to $2,800 for the purposes of enriching himself and the dealership. I would like to see all involved be charged criminally, and I would like to be monetarily compensated for the stress and strain that this has taken on me. I'd also like this dealership to pay punitive damages in the hopes of deterring them from ever doing this again. I'd also like to see an investigation to determine if this is widespread. All of the dealerships lending partners need to know. And, if true, how much money have they defrauded their partners of?

  Customer response

  04/04/2022

  ---------- Forwarded message ---------
  From: *************************** <**********************>
  Date: Sun, Apr 3, 2022 at 7:26 PM
  Subject: Complaint ********
  To: [email protected] <[email protected]>
  

  
  I received an email indicating that my complaint was being closed because I believe the resolution that I was seeking is not within the BBB's purview?

  
  

  However, if it is at all possible - I'd like to amend my hopes of a resolution?

  
  

  I would like this company investigated to determine if my case is an isolated incident, or is this widespread credit application fraud, to include wire fraud and duping consumers and lending institutions out of potentially millions of dollars.

  
  

  At a minimum, I'd like this dealership to account for why they fraudulently submitted my monthly income to the lender as $2,800 when they knew it to be $1,456 monthly?  THIS IS A CRIME!

  
  

  Thank you,

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

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good morning; I have been trying to get my vehicle repaired at this Koon/Ford dealership for nearly 1-month. I have been there over 3- times and still nothing. I was compelled to write to their corporate office to complain. Wouldn't you know it...things got even worse. The person I have been dealing with is the "Service Director'', Mr. Greg K**********' . He has: called, texted, emailed and had me come to the shop and sit for 2-hours waiting for a rental car that they knew..... they didn't have. The excuse was because the ********** ran out of cars (1. they knew I was coming, 2. I was told to get there before closing to pick up the rental. 3. 2-hours, no rental and no service)........they said. I replied; "really, are they the only car rental operation in Dumfries, Va.?) No emotion, just fact. Here is the timeline:1. Provided an appointment for service (when I arrived I was told I could not get service that day)2. Actually, I met the ** (he said the service department would take care of me.........I am still waiting)3. 02/25/2022 (appointment day...... I had family issues so I called to reschedule for the Wednesday of the following week)4. I rescheduled, came to the dealership. sat for 2-hours for nothing. *****, told me enterprises car rental didn't have any vehicles (they knew I was coming. right?)5. I was told by *******************, Director, via email; "*****, will call the enterprise and call you when you can drop off your car and pick up the rental, WTF...........I am sorry for the language...................... All I want is my vehicle fixed.....I am sure your company only expects great service for your customers. Can we get this service done, please, before my transmission gives out on me?. (read correspondence below, please.AppointmentInbox Tim G****Wed, Mar 2, 11:46 AM (17 hours ago)Awaiting directions on when you have a truck Gregory K*******Wed, Mar 2, 11:52 AM (17 hours ago) tome We have spoken with Hertz and waiting on confirmation they have a vehicle f

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In December 2021 we executed a lease buyout at Koon's Ford. During the transaction they asked for my e-mail address. At first I refused because I did not want them to food my address with ADs. They ensured me that my email address would not be used for advertising. So, I told them my address. Since then I have been receiving a constant stream of advertisement e-mails from Koons. I have called twice and requested that they remove my email address from their system. Both times they ensured me that my address would be removed ASAP. Unfortunately, I am still receiving AD emails: the most recent on Jan. 26 and Jan. 28, 2022.Desired Resolution: for Koon's to do what they said they would do and stop sending me AD emails.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 11/18/21 I visited Koons Ford in Falls Church, VA with the intention to trade my vehicle in on a vehicle in their inventory. I spoke with a salesman earlier in the week to inquire about the vehicle and get an estimated value for my trade. After receiving their appraisal value I informed the salesman that I needed more than their offer. Over the next two days I received two additional calls from their management saying they would increase the trade amount. Once we agreed to a trade value, I asked the salesman as well as the manager if there were any issues with this vehicle that needed attention prior to me making the 4 hour drive to their location. Both employees assured me there was nothing wrong with it and if so, the vehicle would not be sold. Once I arrived, I inspected the vehicle and test drove it. I discovered that this vehicle did in fact need a bit of repair work after test driving. I tried to leave after the unfortunate findings however, their management was determined to work out a deal. We came to an agreement that these issues would be corrected if I purchased a Certified Pre Owned warranty which included a more in depth inspection of the vehicle than what the state of VA requires. I was assured this would cover any issues that were found. Once the vehicle had been serviced, it was in route to be delivered to me when another issue arose. A malfunction light came on and had to be brought back to service. I was told it was a minor fix but the part was on back order. After digging into it, I found that the part was available so I spoke to the manager and told him I would be happy to get the part for them. The next day I was told that wasn't the only issue and that it now needs a transmission which is not covered under the CPO because it was a pre existing issue. I spoke to their service department and was told that was not true. Now I'm being told I cant buy the car, yet they just re-listed it for sale without replacing the transmission. Canexplainmore

• Initial Complaint

  12/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  11/16/2021- Took car to Koons Ford in Woodbridge to diagnose and repair an engine light. The diagnosis was that the Purge Valve was stuck in the open position. When the technician checked if it was covered under warranty the part number that he used is **********, which is called a bracket and not covered under the premium extended warranty that I had purchased, according to the service technician. There appears to be an issue with how the part is categorized because a bracket is not a vapor management Valve/ Canister Purge Valve. It is my understanding that a bracket was not diagnosed as the problem that caused the engine light to go on, but the part that replaced the defective part is called a Fuel Tube Support Bracket. In my many discussions with the extended warranty department AND the Service Department, I discovered that the part number that should have been used is *****. That part is called a Vapor Canister Purge Valve. The part that they replaced has the part number for the bracket, rather than the whole assembly, but they replaced the whole assembly. I believe this to be an error in naming the parts. The warranty states that if we elected PremiumCare, all Failures are covered EXCEPT for those items excluded in the Provision titled: WHAT IS NOT COVERED BY THIS AGREEMENT. Which begins on page 6 section 7. What is NOT mentioned anywhere in the agreement is the word Bracket or Fuel Tube. The words Vapor, Canister and Purge Valve are not printed anywhere in the 10 pages of the agreement that we entered, in good faith, on 4/17/16. I am not sure what possessed the technician to state that "brackets are not covered under warranty", since the warranty doesn't state that AND the diagnosis was a Vapor Management Valve / Canister Purge Valve. We paid $376.22 on 11/18/2021 for a repair that is NOT listed in the exclusions on our extended warranty. **************** Woodbridge, VA ******* o

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought a new car on October 29th of this year. In the financing we were told that we would have warranties and the price of the car. We were never shown the actual dollar amount of the different warranties but we were assured they were in place. All the documents are now done electronically and never during the signing process did we see the actual costs for the warranties. They gave us our paperwork on a thumb drive. when we printed it out we got a chance to really look at it and we realized we had been deceived. We called the dealership and told them to remove the warranties because we didn't want them. We went 35 miles back to the dealership and they apologized and offered us the same warranties at employee pricing. After wearing us down again we agreed to keep the warranties.We traded in our old car which still had a loan balance as part of the new car purchase. We were told specifically. "Do not pay any of your remaining payments". " your first new payment is due 60 days from now".Yesterday we were contacted by our bank that our car payment was overdue and in collections. I have called everyone I possibly can at the dealership and no one will help me or return my calls. I need to know if and when they will pay off the car they took on trade. My opinion is the finance guy who got caught deceiving us has purposely slowed or sabotaged the process in retribution. Now my standing with the bank is blemished along with my credit report which could potentially cost me thousands of dollars in the future.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 22 May I purchased a **** ******* cover for my 2021 ****** through the Aftermarket Specialist, Olivia T******** at the Koons Woodbridge Ford dealership. Unfortunately, the installation of the ******* was incomplete. They failed to install a clip on the driver's side that is used to secure the ******* cover when it is in the stored position. I have tried for over 2 months to get that clip installed. So far, I have had no luck. I have sent Ms. T******* several emails asking for an update and have received no reply. I even talked to Mr. Brian M******, Sales Manager, on 1 Nov about this issue. He said he would check and get back to me. I have sent several emails to Mr. Brian M********, Ms. Olivia ******** and Mr. Jay M***** asking for any update but received no reply. I am extremely disappointed and frustrated with Koons Woodbridge Ford. Their customer service is a sham. They simply do not respond or provide any updates. What will it take to get what I paid for corrected?

• Initial Complaint

  10/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I brought my 2007 **** in for ball joints in august. About a week later while on the freeway, my truck was running very rough and making a violent rattling noise. I had my toolbox with me so I pulled into a gas station to inspect the vehicle and found that both of my front axles were left loose, the drivers side nut had even backed off completely and was rolling around in the center cap of the rim. I have since brought the truck back to them, I left the truck with them for a week in september and the service manager continued to deny any fault on their end and only test drove the truck 5 miles total in the week. I then brought the truck to a mechanic I trust, as it was still riding rough and had a intermittent rattle. We discovered the axle gears were worn and the 4x4 actuator hub was broken almost in half. I have stayed calm and reasonable but they have taken zero responsibility. I emailed the general manager a few days ago and he has not responded. I depend on my truck for commuting and for work and it still feels very rough to drive.

• Initial Complaint

  10/16/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Oct 16 at approximately 11am, I sent $1,400 via **** card to koons **** as my down-payment on a 2013 **** focus. I received a receipt with vin number matching said car. I also received a email transaction receipt for the card transaction of $1,400. In the confirmation email which contains the vin, it states to arrive at 9am the following day, and to make sure to add the vehicle to my insurance as soon as I leave the lot. I received a text this evening stating that my car, the 2013 **** focus that I have a receipt for, and had a appointment to pick up the following morning was now sold to someone else.

  Customer response

  10/21/2021

  ---------- Forwarded message ---------
  From: *********************** <**************************>
  Date: Tue, Oct 19, 2021 at 4:35 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern ************ in regards to your complaint #********.
  To: Better Business Bureau <*********************************>
  

  
  
  

  Resolved

  
  

*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. ↩