ComplaintsforKoons Woodbridge Ford

• Initial Complaint

  02/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  01/23/2023

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

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So I bought a car for roughly 30 K and it made noise and I took it to the dealership and this said that they would get repairs done on and I said that’s fine but they told me that they don’t have a loaner car for me when I asked them they said they don’t have dealer tags at a dealership which is surprising to me and I told him I really need a loaner car because I have to get to work and go to college but he said I can I help you and when I told him I will be contacting the BBB he said go ahead call them a gentleman that’s ahead of the title for the Koons told me that

  Business response

  07/12/2022

  ---------- Forwarded message ---------
  From:  Curtis G*********** <*******************@koons.com>
  Date: Mon, Jul 11, 2022 at 3:17 PM
  Subject: Re: Complaint ID ********; *********************
  To: Dispute Resolution Team <[email protected]>
  

  
  

  I am rejecting the response because:

  The dealership cannot give out loaners without a filled-out permission to drive form, which requires a Dealer tag that would be used up to 5 days. 

   We do this as a curtsey to all of our customer depending on supply and demand. When the customer requested a loner, we were not able to provide it. 
  

   It was explained to the customer that we could not provide a loner, so the customer was very upset. 

   The customer still demanded a loaner and we again let the customer know that we did not have one to provide.  Even though we were not able to provide them with a vehicle, his vehicle was repaired the next day.  

  
  

  We have many customers who would like to have a loaner vehicle, and most of the time we can assist, and then there are times when we cannot.  In this case the customer wanted something that we could not provide. 

  
  

  Curtis L. G*********

  Koons Woodbridge Ford 

  13779 Noblewood Plaza
  Woodbridge, VA  22193

  Customer response

  07/12/2022

  [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

  04/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Koons on August 19th 2021. A 2016 Gray Ford *******. To this date they have not provided a title to DMV showing the car is now registered in my name. I have called several times over the last few months and keep asking for a General Manager or owner. I have yet to talk with someone.. I keep getting sales managers. The only reason I got an response on the last call was I told them I would call the state police. To this point I have heard several reasons including covid to Koons was not going to pay for a new title to be done, they just wanted the title transferred. At this point I still have no title and they have done nothing to help except give me excuses. I understand it is illegal in the state of VA to sell a vehicle to a person without the title in hand. I would like my $899 processing fee refunded, I would like the title in DMV's hands with me showing as the owner now in the next 72 hours.

  Business response

  05/06/2022

  ---------- Forwarded message ---------
  From: Curtis G***** <*************@koons.com>
  Date: Thu, May 5, 2022 at 12:30 PM
  Subject: Re: Complaint ID ********
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Dear Dispute Resolution Team,

  
  

       We are aware of the situation, concerning the 2016 *******.  The vehicle was a trade ****** ****** Ford acquired 07/28/2021.  When we took over as Koons Woodbridge Ford in August, we were still going through the transition period, which meant that ****** still had documents of customer who did business with them that was not turned over to us as a dealership.  I called the lien holder of the customers bank to see how I could maybe speed up the process in getting the customers' title.  We presently have no information of the customer who traded the vehicle to ******.  If we did we could contact the customer, and retrieve the information need to get the title.  Due to privacy, no one is going to give me the customer information.  My title clerk has reached out to ****** numerous times to see if they would assist, we have not received a reply. 

  
  

  Curtis ** G*******

  Customer Relations Manager 

  Koons Woodbridge Ford 

  Woodbridge Virginia, 22193

  Customer response

  05/06/2022

  [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 have been told that the issue was the title was being held up from NJ DMV.
  
  Secondly the salesperson Paul S**** that sold me the ******* was the sales person that handled the transaction with the trade in. This they had the customer knowledge and they have been communicating with the NJ DMV.
  
  They broke the law and sold a car that they did not have the title to.
  
  At this point I am going to contact the VA State Police, The Attonery General’s Office and DMV to proceed forth with legal action.
  

  Regards,
  
  *****************************

  Business response

  06/10/2022

  ---------- Forwarded message ---------
  From: Curtis G***** <*************@koons.com>
  Date: Thu, Jun 9, 2022 at 5:01 PM
  Subject: Re: Complaint ID ********
  To: Dispute Resolution Team <[email protected]>
  

  
  

  The Best Resolution that can be done to pacify this situation is to request a title for the ******* and send it to the customer so he can register the vehicle. 

  I will reach out to the title company to put this matter behind us.  We are sorry that this has happened to you, so even though ****** Ford does not exist we will help you get your title. 

  Sorry for the inconvenience.

  
  

  Curtis ** G*****

  Customer Relations Manager

  Koons Woodbridge Ford 

  13779 Noblewood Plaza

  Woodbridge VA 22191

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2014 ******* *** from Koons Ford of Woodbridge roughly 4 months ago. The vehicle has been a nightmare since I purchased it. I've been in constant contact with Koons, yet its no accountability from this business! Here we are 4 months into my ownership of the vehicle and into my auto loan and the MOTOR HAS GONE OUT!!! I informed Koons of this and nothing! Koons basically says oh well should have purchased the extended warranty. That is unacceptable, they should not have sold me a lemon. I am a single mother of 3 young children and feel they took advantage of this fact when selling me this vehicle. They were more than willing to place me in this lemon and said I could contact them with any issues, now I'm having issues and yet I'm having to resort to the BBB to try to rectify this injustice. I need to be able to transport my kids to and from school, appointments, and myself to work. I can do none of that with this LEMON they sold me. I'm very disappointed in this dealership.

  Business response

  03/14/2022

  ---------- Forwarded message ---------
  From: ************************* <******************@koons.com>
  Date: Mon, Mar 14, 2022 at 11:45 AM
  Subject: Complaint ID ********
  To: <[email protected]>

   

  Dear Dispute Resolution Team,

    Customer purchase a 2014  ******* *** 4 months ago for Koons Ford of Woodbridge Virginia.  Customer understood that in the purchase order it stated that our dealership warranty is 30 1,000 miles what ever comes first would state 50% parts and 50% for labor for the powertrain which would include the engine.  Customer drove the vehicle for four month and 11,000 mile before say that it had and problems with it.  We have came forward since then to put 2,500 towards fixing the engine at our dealership. All documents were signed stating the sale and that customer understood the purchase process.  Lastly, customer was offered an extended warranty and did not accept.

  Kindest Regards,

  
  

  Curtis L. G********

  Customer Relations Director

  Koons Ford of Woodbridge Virginia

  13779 Noblewood Plaza, Woodbridge, VA 22193

  Cell/ Text: ************

  Customer response

  03/14/2022

  [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 have the phone calls and text messages dating back months ago where I was stating I was having issues with the car and waiting for a response back from the dealership. I appreciate the 2500 but 2500 on a service that’s costs 8000 is not beneficial to me.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently received orders in Woodbridge, VA and went to a local ford dealer to maintenance my 2015 Ford *****. I was deployed in the **** (and have proof) when the recall was sent to my permanent address and it was told to me that I would be responsible for the transmission repairs. I made an appointment for 8 or9am and when my wife went to drop the car off, she was told to leave the key with a receptionist and they would contact us when it was ready. At the end of the business day of my appointment, my wife received a phone call stating that the employees could not locate our vehicle. In a panic, my wife instructed them where she parked a car and they advised that they would give a call once they found it, also stating that due to some extensive tests, the car needed to be taken on a test drive to which we agreed. We were not contacted back, until my wife called to inquire about the vehicle (which was previously stolen and returned in Georgetown), to which they said they did locate the vehicle but could not look at it until the next day, due to their severe understaffing and 1 working technician. They stated they would give us a call first thing in the morning, but we never heard back until my wife called again at 12 noon. They gave us the diagnostic and started to send us on our way until my wife looked at the invoice which showed that our odometer read over 2 THOUSAND additional miles that was put on our car, so when she asked Michael M********* about it, he was very dismissive and said, "I don't know why it says that, thats not a common mistake." We asked what we could do as a concession as 2k miles depreciated the value of our car that we were planning to sell and "im not sure what happened" is not a legitimate, nor acceptable excuse. He gave us a 1800 number to call which for 2 months, my wife was told she would be contacted in 24/48 hours by a manager but to no avail, even after opening several cases and being told that this issue is against policy.

  Business response

  02/05/2022

  February 3,2022 
  Dear BBB Dispute Resolution Team, 
  We have reviewed the clients complaint and verified the client did have their vehicle in to Koons Woodbridge Ford, Inc. on Tuesday 11-2-2021. The client was checked in at 7:23am on 11-2-2021. Their complaint was "Customer states to check the transmission, ***** said clutch is slipping, going up hill is resistant, and doesn't want to take off right away". The vehicle was dispatched to a transmission specialist and he completed a through diagnostic test on the vehicle which required a test drive to monitor the transmission output readings. This test drive was 5 miles starting miles at 110523 and ending at 110528. This mileage was recorded by the technician and noted on the top of the repair order. The client was called and made aware of the needed repairs which was the clutch damper assembly is worn out and due to the mileage will need to replace the levers and the slave cylinder as well. The cost of the recommended repairs was $2400.00 which the client declined. The repair order was invoiced on 11/3/2021 @ 2:17 pm. and the the client paid by text pay (****** transaction id ********** ) Wednesday 11/3/2021 @ 2:38 pm. Repair order was closed on 11-3-2021 @ 3:23. When the vehicle was checked in the miles listed on the repair order was 107125 and the output miles 1110528. We believe both miles were recorded incorrectly. According to the previous repair of the Transmission Control Module on 9-9-21 the miles were 107120 and the visit prior to have a recall completed was on 6-28-21 at 103283 miles. The client drove 3837 miles in a little over 2 months time. From the time of the transmission control module replacement and the visit in question the vehicle has gone 3403 which is in line with the clients previous miles accrual. 
  We have reviewed the program ***** which increased the warranty coverage on the clutch. According to the program it does have a mileage restriction of 100,000 miles or 7 years. At the time of both previous repair orders the mileage was 103283 and 107120 which places the vehicle out of coverage mileage. I have attached a sample copy of the letter the client received. 
  We understand that clients value their car, but after review we feel that the clients complaint is not valid. Please reach out to me if you have any questions further. 
  Sincerly, 

  
  Gregory K

*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. ↩