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:03/11/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  We made a full offer cash purchase on a 2020 Ford ******** **. $46K and some change. Used of course. Whenever I was going through the selling process I requested delivery because the dealership is 200 miles from our home. They said they can do that and it would be $300. I said "Great" because I felt that was a fair prices given that the national car delivery fee average is $1 per mile for anything under 500 miles (we are again 200 miles). After we did the full wire transfer from my bank to the dealership they said that my salesman would set it up (**** *****). Note, that communication with *** ***** has been minimal and extremely uninformative. The BULK of help was provided by a *** ****** ****** (which has been a pleasure and helpful each time I reached out to her during this transaction). After a day, *** ***** told me that delivery couldnt be until Tues March 14th exactly 7 days after a FULL cash payment was made and confirmed of receipt. *** ***** also stated that someone was physically driving my car to me.. 200 miles. He said based off the $300 price it would have been more for a truck delivery. Based off the numbers. It should only cost $200 to deliver and I paid $300. But yet someone is physically driving it. Meaning more miles than I signed for. Communication has not been good trying to fix this matter. They have all of our paperwork so I dont have any documents to show other than the wire transfer from my bank to their bank which has their name on it.

  Customer Answer

  Date: 03/24/2023

  ---------- Forwarded message ---------
  From: ************** <*********************>
  Date: Thu, Mar 23, 2023 at 6:16 PM
  Subject: Complaint Resolved
  To: <[email protected]>
  

  
  Complaint ID  ********; Koon's Sterling Ford

  
  

  Koons Sterling Ford resolved this matter 1 week ago. The vehicle was delivered to me how I requested at no additional cost. No further actions are needed! Thank you!

• Initial Complaint

  Date:06/22/2022

  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.

  5/8/22 - Purchased a used vehicle from Koons Ford in Sterling Virginia; 5/12 - air conditioning not blowing cold air; 5/21 - sent text to dealer about a/c, button sensor not working, splash plate fell off bottom of car; tried to set up service appointment but was not able to drive out to Sterling, VA; 5/31 - car started to overheat along with previously described issues, spoke with dealer; 6/2/2022 - took the car in for service. called Rick A******** (the dealer) weekly; was told the car was taken to a Toyota dealership affiliated with Koons Ford; continued to contact dealership but there were no updates; 6/22 - I contacted the service department at Koons Sterling Ford and was told (by Carla G******) that the car must have hit something, and the damage was approximately $2,414 and that I would have to pay for half of the cost of repairs. Carla accused me of hitting something to cause the damage. Carla also lied and said I admitted to hitting something. Last conversation with Carla (and my grandmother) was around 2:24p she was going to have the Service manager contact me by 3p and there was no return call. My grandmother (Glenda M*******) called the service department at 3:39p, 3:41p and 3:45p to speak with service manager but was directed to voice mail.

  Business Response

  Date: 07/13/2022

  ****** purchased the car on 5-8-22 and the car had 40,487 miles. When he left here the car was working fine with no issues. On 5-21-22, ****** reached out to the salesperson Rick and asked if he could schedule a time to bring his car in. Rick replied "service?". ****** replied "Yea the AC isn't pumping in the car and the spash shield at the bottom of the car came off." Rick said he would need to talk to his boss. ****** said a button was not working either. Rick said to bring it in and he'll have a mechanic look at it. ****** asked when does his warranty expire? He included a picture of the dash reading engine cooling temp high at 42235 miles. He told Rick his mom will bring the car in today or tomorrow, which would have been June 1 or 2. They brought the car in on June 8, we took the car to our Toyota dealership in *****'s Corner because we thought it would have been a warranty related issue. They inspected it and said the repairs would not be covered under warranty becase the vehicle had been damaged. They sent photos to our Used Car Manager Alex A***** showing the radiator had been pushed back and the core support was bent. ****** refused to do the work and recommended sending the car to a body shop since there was damage involved. 
  
  We informed ****** of ******'s assessment and he denied any wrongdoing. We had the vehicle brought back to our dealership, and after a few days we reached out to ****** again. We pulled our internal records as well as the OVE auction third party inspection report...which showed no damage to the car prior to it being sold. ****** called back with his mother or grandmother on the phone on a three way call. When explaining everything that occured, the female asked if the damage could have been from running over a pot hole or curb. Alex responded yes it could have been done by that. We told them they should go through their insurance company, but we also offered to split the bill. They accepted our offer of splitting the bill and were greatful. We proceeded to order parts and get it into the shop.
  
  ****** brought the car in on July 8 to get it repaired. They paid half and took the car home. We thought the issue was resolved as they were happy when they left with the car.
  

  Thanks,

  Steve B*********

• Initial Complaint

  Date:06/07/2022

  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 have dropped off my vehicles almost 6 months ago to this facility. My car is an older Ford model, I took the vehicle for annual inspection and I asked for a loaner car. I told the receptionist that I need the vehicle I am scheduling for service only when a loaner is available. I was scheduled for a month in advance for a date that a loaner is available. This is also a fact that the vehicle although an old vehicle had been frequently was serviced by this facility and at one point even an engine light came on, the assistant manager I remember told me, you just drive it until it stops and then bring it for service. The day of vehicle drop off I was told the loaner vehicle is not available. I had an appointment same day, I was extremely disappointed. I asked another associate that I was promised a loaner today. She contacted the loaner car in-charge and told me no we have a loaner car! This was kind of really ****** me off. I said I need to talk to a manager. He called me in the office, I told him about the situation and asked him. The loaner car was arranged and you guys have the vehicle. He kind of referred to my question of how they changed the arrangement since my time is wasted today. He referred me to some folks who look for free stuff, which was very offending. Since to my recollection I have spend thousands of dollars on repair of this car and its service. I argued the fact that this is kind of profiling or something, because there is no reason to believe otherwise, since it is normal for people to get a loaner car. He said we can give you free ride to home. I just thought Ok this is the reality of people of color. To make the things worse, my car ever since has not been repaired. I was told at one point to go and buy a battery from ******* so we can install it for you (I don't know how often it happens), since it is back ordered and the battery is not working. I bought a battery and dropped it off with assistant manager. My car still doesn't starts

  Business Response

  Date: 06/13/2022

  The information provided is not accurate. The loaner car is a first come first served situation. They can only be given out if they have been returned. **. ****** demanded alternate transportation so his college age daughter could drive the vehicle. He complained that at the very least we should give him a ride home, which we did without hesitation. The battery suggestion was made because he stated that he had recently purchased a battery from them and it had a warranty.  The reason his vehicle doesn't start is because it needs a repair that he has not authorized. 
  **. ****** attempted to claim that he was being treated the way he was because of his ethnicity or skin color, which is false.