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:12/02/2023

  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 financed a vehicle from this dealership approximately 4 months ago. I recently heard a scraping noise coming from the back of the vehicle. Upon inspection, I noticed that the brake pads were worn to bare metal on the rotors, and the rotors were worn and pitted. I split driving in my household between this vehicle and another. In 4 months, it is impossible for this amount of wear to occur on back brake pads and rotors. As a vehicle brakes, weights and force is shifted to the front of the vehicle causing front brake pads and rotors to wear faster than the rear. In my experience servicing vehicles in the past, front work would be done multiple times before rear work would need to be done. This has led me to conclude that these rear brakes and rotors were worn below the acceptable level to pass a Virginia state inspection at the time of my financing the vehicle. I brought my vehicle to a licensed mechanic to have the work performed, who also found that one of the calipers were seized. In total, the repairs cost me over $600. I am looking for recoupment of the amount I paid for repairs, as it is impossible for this wear to occur within the timeframe that I have had the vehicle. Amount paid for repairs below.

  Business Response

  Date: 12/20/2023

  ---------- Forwarded message ---------
  From: ***************************** <**************************@koons.com>
  Date: Mon, Dec 18, 2023 at 2:09 PM
  Subject: Complaint ********
  To: Dispute Resolution Team <[email protected]>
  

  
  

  The customer *************************

  
  

  Has agreed thru email below that Koons is write check for $600, in exchange for issue being resolved with BBB

  
  

  *****************************
  Customer Relations Manager
  Koons Ford of Woodbridge
  ************************************
  Woodbridge, VA 22193
  Direct Office ************
  **********.koonswoodbridgeford.com

   

  From: *********** <*********************>

  Sent: Monday, December 18, 2023 2:01 PM
  To: ***************************** <*******************************@koons.com>
  Subject: Re: ****** , from Koons Ford of Woodbridge

   

  You don't often get email from *********************. Learn why this is important

  CAUTION EXTERNAL EMAIL:This email originated from outside of Koons. Do not click links, open attachments or scan QR codes unless you recognize the sender and know the content is safe.

  
  

  You can use my local address. **********************************************************************

  
  

  V/R

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

  
  

  Sent from my **************** ****** smartphone

  
  

  -------- Original message --------

  From: ***************************** <************************@koons.com>

  Date: 12/18/23 13:47 (GMT-05:00)

  To: *********** <*********************>, ***********************************

  Subject: Re: ****** , from Koons Ford of Woodbridge

  
  

    *******

  Thank you.....

  
  

  Is this your correct address

  
  

  ** **********

  Wrappingers Falls, Ny *****

  
  

  *****************************
  Customer Relations Manager
  Koons Ford of Woodbridge
  ************************************
  Woodbridge, VA *****
  Direct Office ************
  **********.koonswoodbridgeford.com
  

   

  From: *********** <*********************>
  Sent: Monday, December 18, 2023 1:31 PM
  To: ***************************** <********************************************************>; *********************************** <***********************************>
  Subject: Re: ****** , from Koons Ford of Woodbridge

   

  You don't often get email from *********************. Learn why this is important

  CAUTION EXTERNAL EMAIL:This email originated from outside of Koons. Do not click links, open attachments or scan QR codes unless you recognize the sender and know the content is safe.

  
  

  Good afternoon, ******,

  
  

  Yes, that is acceptable.

  
  

  V/R

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

  
  

  Sent from my **************** ****** smartphone

  
  

  -------- Original message --------

  From: ***************************** <********************************************************>

  Date: 12/18/23 13:18 (GMT-05:00)

  To: *********** <*********************>, ***********************************

  Subject: Re: ****** , from Koons Ford of Woodbridge

  
  

  Hello *******

  
  

  We want to fixed your issues 

  
  

  If Koons offers you $600 for refund of the brakes and rotors

  
  

  Will you consider this issue resolved with the BBB

  
  

  
  

  *****************************
  Customer Relations Manager
  Koons Ford of Woodbridge
  ************************************
  Woodbridge, VA *****
  Direct Office ************
  **********.koonswoodbridgeford.com

  ---

  From: *********** <*********************>
  Sent: Monday, December 18, 2023 12:37 PM
  To: ***************************** <********************************************************>; *********************************** <***********************************>
  Subject: RE: ****** , from Koons Ford of Woodbridge

   

  You don't often get email from *********************. Learn why this is important

  CAUTION EXTERNAL EMAIL:This email originated from outside of Koons. Do not click links, open attachments or scan QR codes unless you recognize the sender and know the content is safe.

  
  

  Good afternoon, ******,

  
  

  As a prior mechanic, that is not normal wear and tear for the amount of pitting and condition the brakes were in. I will be escalating this complaint to the ************************ based on the BBB's recommendation, and the rating and history of the dealership based on the reviews of the BBB site. Back brakes and rotors can not wear that quickly if the vehicle was safe at the current inspection date. This is an unsafe business practice, and couple with the issues the vehicle had at the time of purchase that were missed by the inspection done by the dealership, I will have to file subsequent grievences with the **** Thank you for your time.

  
  

  V/R

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

  
  

  Sent from my **************** ****** smartphone

  
  

  -------- Original message --------

  From: ***************************** <********************************************************>

  Date: 12/18/23 12:22 (GMT-05:00)

  To: ***********************************

  Cc: ************************* <*********************>

  Subject: ****** , from Koons Ford of Woodbridge

  
  

  Hello *******, My name is *****************************, I am the customer service manager

  
  

  *************** to you Complaint ID ******** with ********************  

  
  

  I have attached the inspection prior to your purchase of the vehicle on 6/29/2023

  Which included that the front rotors need to be replaced and was replaced on 6/22/2023

  The back brake met specs at the time of inspection.

  
  

  At that time of purchase the vehicle mileage was 67,252 and now from the invoice you sent to Koons via email was 73,608 on date 11/14/2023
  That is 6,357 miles driven since purchase this is wear and tear or normal vehicle usage of the back and rotors

  
  

  Also, per your email on 12/15/2023 about the hitch having a lock and not having a key.

  Koons Ford of Woodbridge will help you by having the lock removed

  
  

  What day and time works best for you?

  
  

  *****************************
  Customer Relations Manager
  Koons Ford of Woodbridge
  13779 ***************
  Woodbridge, VA 22193
  Direct Office ************
  **********.koonswoodbridgeford.com

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair 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.

  I purchased a '19 ***** **** from Koons Ford Woodbridge on 9/3 We were informed the car was not ready to be driven off the lot it needed to be inspected/serviced. The salesperson we worked with told us the vehicle would be taken over to ***** in order to be serviced/inspected before we could take the vehicle home. I texted several times to confirm the pick up date with the salesperson specifically asking if the car was back from ***** and ready to pick up. 10 days later we were finally able to pick up the car but were informed that Ford had actually serviced and inspected the car because they couldn't get an appointment with ***** despite it being driven to 2 ***** dealerships. Initially we were told Ford could not service the car due to a specific key needed to unlock the parts, but apparently Ford was able to find a workaround and serviced/inspected the car, including changing the oil. We noticed significant oil coming from the car after a rain storm. We dropped the car off at Ford to assess the leak on 10/25, they said it was a significant oil leak and were unable to figure out what was causing it or where it was coming from, they suggested we add dye to the oil and drive around for 500-1000mi to figure out where it was coming from. we opted to take it to ***** where they diagnosed the oil leak and significant damage stemming from a long time problem with the car (several months in the making according to their tech). It was clear the damage occurred long before we purchased the car and would have been caught by ***** in the initial inspection if it had been taken to ***** like we had been told. We were quoted $2300 to fix the car. We reached out to Ford and asked them to cover the damage sine they had missed it in their initial inspection, Ford spoke with the ***** tech who explained the above. Ford offered to repair the leak (charging us for the repair) but refused to acknowledge the other damage flagged by ***** as a result of the leak, leaving the car unsafe

  Business Response

  Date: 12/04/2023

  ---------- Forwarded message ---------
  From: ***************************** <********************************************************>
  Date: Mon, Dec 4, 2023 at 9:51 AM
  Subject: ****** from Koons Ford of Woodbridge Re: Compliant ********
  To: [email protected] <[email protected]>
  

  
  
  

  Hello Dispute Resolutions Team,

  
  

  I am writing you to inform that I have spoken to the customer ***********************

  
  

  We have come to agreement to pay  the cost of the repair in the amount of 967.91

  
  

  Refund will me mailed to customer 

  Customer Answer

  Date: 12/04/2023

  [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

  Date:08/17/2023

  Type:Service or Repair 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.

  Hello, I'm filing this complaint due to what I receive as bad or unfair service. I was called by this dealership for a blower motor recall to my 2017 Ford **********. I worked with a gentleman by the name of ****** (*****). On my first appointment he took the vehicle and they began the process but when they had everything apart he realized they didn't have the required part for the recall repair so they put everything back together and said he would be ordering the part. I went to my car and started it and realized my ac would cut out if I raised the speed of the AC beyond half way. I immediately took it back in and the my again took it apart and he brought me back a part and told me that it was burnt out but it wasn't their fault so I was stuck with it. ***** then said that when they get the blower motor in for my car that things should be in order after the replacement. I was called a few times after for which I took time from work to make the appointments and was told on two occasions that the part wasn't in so I would be rescheduled. Mind you I had taken off of work to keep these appointments. I finally was able to get the part replaced on or about the 30th of June and all seemed to be ok until the AC again started to go out. I took the vehicle back on the 11 of this month because of the problem which only started when the dealership started taking things off and putting things back on the car. Before that I had no issues. I went back and they told me that things happen and it was no cause of them and charged me $165 for the labor I caused for them to go in and inspect the damage that "THEY" caused. As I stated before I had no issues until they touched it. I went today to get my inspection but due to this blower issue I failed. This is not how business should be handled and in addition it was implied that the person who was working with me prior to the new gentleman ***** was let go for a reason. This issue needs to be fixed by those who created it.

  Business Response

  Date: 09/23/2023

  reached out to the customer, he will be here tuesday september 26th for us to review and address his concerns 

  Business Response

  Date: 09/23/2023

  reached out to the customer, he will be here tuesday september 26th for us to review and address his concerns 

  Customer Answer

  Date: 10/01/2023

  [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.  Upon receiving my complaint,  the company called to resolve the issue. *** the manager I believe called and spoke to me regarding the issue and shortly after I was contacted by ***. ***************************** from consumer relations. ********************* upon my arrival promised to resolve all of my issues and set me up with ******************************  **************** quickly started the process to fix the issues with my vehicle.   I was given a loaner vehicle while the repairs were taken care of. The entire process was handled with great care and  professionalism.  
  
   Best Regards,
  
  *************************
  

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased a 2015 ****** ********** from this dealership approximately 20JUN2023. Upon purchasing the vehicle and driving it home, the air conditioning was not operating. Additionally, the a/c fan was making a ringing/squealing noise. Vehicle was brought to a ****** dealership for the issues that was closer to home of residence and paid for an inspection to identify issues. ****** technician identified that the a/c system needed charging, a/c system metal hoses were rusting through, and the bearings on the fan needed replacement, which was causing the noise and the fan to shake while spinning. Brought vehicle back to ****** dealership to have issues resolved. A/C system charged, but service stated they could not recreate the noise from the fan. I was told to drive the vehicle for a few hundred miles and let them know if there is still an issue. I have been unable to get a hold of service manager to make an appointment, no return calls. Another issue is with sales team. I digitally signed the paperwork through email to purchase the vehicle, then went to dealership to pick it up. Upon arriving, I was told that I could not be given physical copies of the paperwork, or the USB with paperwork electronically (their typical method), because I signed online. I brought the car home, identified mechanical issues, brought the vehicle back for the repairs, and was told that they forgot to have me sign more paperwork that needed to be done in person. I told them I need copies of all paperwork and they had me waiting for over an hour for someone, at which point I had to leave. I also told them I needed to drop the gap insurance, which they tried to convince me to keep, but continued to make me wait when they said they would get me the information to do that. I told the salesman they could email me a copy of my paperwork as well as the information to drop the gap insurance but got no such email. Still unable to reach a sales manager regarding any of the issues I'm experiencing.

  Customer Answer

  Date: 07/27/2023

  Update,

  Still no resolution for repairs on the vehicle, vehicle still experiencing intermittent a/c. Dealership has been unable to provide a loaner vehicle to repair mine, which is needed for me to get to work and I have three children. I have also not received my tags and title yet as of 27JUL2023, after they told me two weeks after purchase that they couldn't find my proof of insurance.

  Business Response

  Date: 09/04/2023

  We have resolved all of the customer complaints and paid for the repairs. We thought this complaints was in error, customer reached out and we addressed the concerns 

  Customer Answer

  Date: 09/11/2023

  [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:
  Most of the issues were resolved with the vehicle except for one, which was brought up to service team. There is still a fan bearing issue that was identified by a Nissan dealership the day after the vehicle was driven home after purchase. This was never addressed as the business said they could not recreate the noise, but ***** could, as well as identified the damaged parts. Additionally, an administrative issue involving the refund of a Gap insurance payment has not been recieved by the financial institution the auto loan is with. Customer is currently trying to track down this payment. BBB please contact  customer via phone for additional details
  
  Regards,

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

  Customer Answer

  Date: 11/05/2023

  There are more issues with this vehicle that need to be articluated. I need a human from BBB to contact me at ###-###-#### to explain. I have purchased over 5 vehicles from dealerships in different states, and this has been the worst experience I've ever had.

• Initial Complaint

  Date:02/04/2023

  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.

  Agreed to purchase a vehicle with this business. Started the paperwork and told them I would finish the rest when I come back tomorrow. Came back the next day to finish the purchase and they told me they sold the vehicle soon as I left. No courtesy call or text letting me know they sold the vehicle. Not sure what they did with all the documents they had me sign.

  Business Response

  Date: 02/13/2023

  Good evening,

  ************ came to the dealership and test drove a vehicle. she liked the vehicle, agreed to the price and decided to move forward with the purchase. before meeting with the F&I manager the client decided to postpone her purchase and come back the next. we cautioned the customer that we had other clients interested in purchasing it but she wanted to come back the next day. the same day, February 3rd, another customer came in and bought the vehicle. ************ came in the next day to finalize the purchase but it was already sold and as we mentioned to her the previous day, we would not hold the vehicle. 

  Customer Answer

  Date: 02/14/2023

  [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:
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:01/14/2023

  Type:Product 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 purchased a truck from Koons Ford on 1/3. They were to install some accessories and then ship it to me in TN. They quoted me a price for delivery of $650 and I paid that on 1/3. On 1/12 the day it was ready for pickup they called me and told me the delivery would be $1150. It was now ready for pickup and they were just then contacting transportation companies to setup pickup. I told them I was not going to pay any additional because that was what they quoted me and I had paid. I have since called Jad at least 4 times and he never answers the phone. I have emailed Jad K*****, Jay M*****, and Dexter W**** and have not received a response. On 1/12 I also emailed Dexter a copy of a quote that I got for shipping and it was $815. I did not price shop.. that was the first place I found that would ship vehicles. So they are trying to scam me out of more money. If I can get it shipped for $815 then I'm sure they can get it done cheaper... definitely not the $1150 they told me. They have my truck and they have received full payment for and now are refusing to complete the deal to ship it to me. My credit card company said this fell under their terms for me to get a refund for my $650 so I have started that process. I also used my credit card for a 10k down payment and they said since I don't actually have the item I paid for that I could also report that transaction as fraud. I have not done this though. I am requesting that Koons Ford deliver the truck to me or cancel the whole deal and I won't get the truck. I understand that my credit card company will be refunding me the $650 I paid for delivery but that's the cost they should have to pay for trying to scam a customer and drag this out. I paid for the truck on 1/3 and have been paying for insurance on it since then but still don't have it on 1/14.

  Business Response

  Date: 01/23/2023

  spoke to the client, We honored the original shipping quote and the vehicle has been delivered to the customer. 

• Initial Complaint

  Date:10/11/2022

  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.

  On 10/8/22 at 1:00pm I received an alert on the Ford App stating "my fuel system" may be under pressure. I open my gas door where the capless gas tank is located and a white substance was near and around the nozzle area where you would put in gas. I took a picture of the crystalized residue around the area. It did not look like sugar, however a Ford representative at the Woodbridge, VA location confirmed it was sugar that someone poured in my tank. I have 2700 miles on a 2020 Ford **** ***** ST-Line vehicle. I don't drive it much and it is in a covered garage area. Now I don't know how, when or who put sugar in my gas tank. I was quoted I would have to pay a $1700 to clean my engine, drain the fuel and put in new fuel to prevent sludge I guess and get a new fuel line in my car which will take two days. (I took my car to Koons Ford in Woodbridge, VA today 10/11/22) I would like to know (as I asked the gentleman who called me and told me about the sugar and the $1700 cost to clean the engine that is not covered by the warranty) what alternatives are available to prevent this from happening again. He said I don't know. I asked is there a gas cap lock Ford makes to protect my vehicle? He said not that I am aware of. So I am I suppose to shell out $1700 every time a kid or ill minded person chooses to put sugar in my tank. I am looking for alternatives so I can protect myself. I don't have $1700 to give away randomly. I need to understand as a consumer what are the alternatives to protecting my vehicle from this happening again. I can definitely tell you this has reshaped my caution on buying vehicles that are capless at this point. Can a lock be put in from the inside (like they did before you pull the lever to pop open the gas tank door? I need answers and solutions. Please. I can't go through this again. Koons Service department currently has my vehicle and is waiting on parts.

  Business Response

  Date: 11/08/2022

  Unfortunately, Ford does not make gas lock in caps for 2020 *****. However we tried using a gas cap from same model of vehicle but different year, it did not fit. our warranty only covers manufactory issues if the car did not come that way we cannot cover it. we advised customer to go through insurance depending on her plan, they may be able to reimburse her due to it being vandalism. we also offered customer store service credit we are doing everything we possible can to help this customer out.. Tell us why here...

  Customer Answer

  Date: 11/10/2022

  [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: I found a gas cap from a Ford parts website. So I don’t believe there were ethical business practices taken to help me as a Ford consumer. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/08/2022

  Type:Billing 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.

  I was accompanying a friend to look for a new vehicle. After the sales department reviewed her credit, I was asked to co-sign for her. I repeatedly asked the sales representative (Nazish) if I would lose more than none or two points from a hard inquiry and stated no, only two points 4 times after I asked. In addition, I asked if they would only run my credit once and she could guarantee that it would only be run once and she confirmed that they would only run it once and not allow banks to run any hard inquiries in addition to theirs. My credit was run 5 times. By Koons Ford, ******* ***, **** ****, ******* ******* ****** *****, and ***** *****, My credit lost 16 points. I believe this was a vendetta for a complaint filed 3 years ago and purposely done to destroy my credit score. I did not authorize this company to perform a hard inquiry. I only authorized Koons Ford to inquire one soft check. If we were to close a deal, a hard check would be performed. I am not familiar with these banks and I did not authorize them to perform hard inquiries. I have asked for them to be removed as my information was used without my permission.

  Business Response

  Date: 11/09/2022

  ---------- Forwarded message ---------
  From: Jad K***** <**********@koons.com>
  Date: Wed, Nov 9, 2022 at 1:06 PM
  Subject: Complaint ID: ********
  To: [email protected] <[email protected]>
  

  
  

  good afternoon,

  this complaint has been resolved to the customers satisfaction. all the inquires were removed per the customers request.

  
  

  Best regards,

  Jad K*****

  General Manager 

  Koons Woodbridge Ford 

  Customer Answer

  Date: 11/09/2022

  [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

  Date:07/19/2022

  Type:Order 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 7/16/22, my husband and I went to Koons **** to buy a ***** ***** for sale at $32,000. The salesman, ******* prepared the buyer's order for a total price $34, 407 .57. I gave a deposit of $4,000. $4,000. Chester directed me to the Finance manager William. The Finance Manager confirmed that the principal balance to be financed is $30,407. 57. It was about 9pm when we came to the end of the transaction, and he showed me the payment. I told him that the plan for a $30,000 loan was too much (652 monthly for 66months.) Nevertheless, I signed the contract. The next day I reviewed the paperwork which was all in a flash drive. I noticed that the total amount financed was $37,003.02 instead of $30,407.57. The buyer's order was different, Services r such as extended warranty, factory warranty GAP were all added and contributed to the increase in the loan financed. I then secured a loan for $30,000 with ****** to pay off the car and to have the dealership cancel the loan they did for me. I went to the dealership and spoke with the Manager on duty and explained to him that I do not want the added services and I would like to see a reduction in the amount of money financed. I also told him that I have an approval for a loan from ****** and I would like to pay for the car with the ****** check. The Manager told me to come the next day when William will be available to talk to me. and said that they won't accept the check from PENFED. I met with William and told him that he made me believe that I was being financed for the remaining $30,407.57 and he never explained the added services. He told me to fill a form requesting the removal of those services. He also stated that even though these services are removed the terms of the loan remain the same. I am asking help for a fair resolution. I do not want to continue with their financing. I want the loan amount to be adjusted and I am ready to pay off the balance of $30,407.57. Please help me. Thank you.

  Business Response

  Date: 07/29/2022

  ---------- Forwarded message ---------
  From: Curtis G***** <*************@koons.com>
  Date: Fri, Jul 29, 2022 at 12:43 PM
  Subject: Re: Complaint ID ********; ***********************,
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Dear Dispute Resolution Team,

        The complaint has been resolved.  We cancelled all warranties requested, and the customer keep the lender on the ********* *****.  

  If there are any further questions on this matter, please contact me.

  
  

  Thank you.

  
  

  Curtis *. G*****
  Customer Relations Manager
  Koons Woodbridge Virginia
  13779 Noblewood Plaza
  Woodbridge, Virginia 22193

• Initial Complaint

  Date:07/11/2022

  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.

  This is a complaint filed by **. ******** and ********************* against Koons Ford of Woodbridge concerning the reimbursement of a convertible roof repair paid by the ******* that was Koons responsibility to pay.

  Business Response

  Date: 07/29/2022

  ---------- Forwarded message ---------
  From: ************************* <************************@koons.com>
  Date: Fri, Jul 29, 2022 at 12:33 PM
  Subject: Complaint ID ********; *********************** & *********************
  To: Dispute Resolution Team<[email protected]>

  
  

  Dear Dispute Resolution Team,

  Koons Woodbridge Ford has Reimbursed the ******* for the full amount of cost and repair in the amount of 2,30.45

  We have forefilled our request.  If there are any future questions or concerns, please feel free to contact me.

  
  

  Thank you.

  
  

  Curtis * G**********

  Customer Relations Manager

  Koons Woodbridge Ford 

  13779 Noblewood Plaza
  Woodbridge Virginia, 22193