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:04/15/2025

  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 brought my 2020 GMC ****** to Koons Clarksville on 3/20/25 after a taillight fire. Ive asked for a full diagnostic report to determine liability (Ally or Cap World), but only received a vague note saying chafed wire. I was charged $197 for diagnostics with no complete findings.I've also had a squeaking issue for years. **** ******* always said "theres nothing we can do." I got car washes every other day to silence it temporarily. Still unresolved.Transmission issues existed since purchase. Ally paid Koons nearly $7,000, yet I was never told what was actually done. No loaners were offered. They want the money, not the accountability.On 4/10, ****** ************* gave me a same-day deadline to approve a $2,050 taillight repair or face $75/day storage fees. I immediately asked if the repair would be a full harness replacement or a spliceno response. *** *******, the *** was CCd and never replied.Also, I had a maintenance plan to 100k miles, covering oil changes and filters. They charged me 3-4 times anyway. **** admitted I had the plan, but I was never refunded. ****** later said he couldnt find records.Resolution Requested:Provide full diagnostic report Clarify taillight repair scope (harness or splice)Correct false declined service record Address squeaking Explain $7k transmission repair Refund improperly charged maintenance services Pause storage fees until issues are resolved Ive been without my truck for over a month, and this situation has directly impacted my business and ability to earn. Im not asking for anything unreasonable I simply want documentation, transparency, and my vehicle repaired properly and safely. Instead, Ive been met with silence, pressure, and vague answers.Going beyond inconvenience. It now feels like Im being punished for asking fair questions. Im still willing to resolve this professionally need someone at Koons to take responsibility and respond with the clarity Ive been requesting since March.

  Business Response

  Date: 04/29/2025

  The vehicle has a wiring harness that was spliced into and modified from the original factory mfg. specs and is directly connected to the area that caught fire and since it is modified is not covered by the **************** Plan because it is not a mfg. defect. The client was provided with a complete RO that shows customer pay and warranty work completed. there was only one charge for a oil change and that was because all available services were used up. As for the squeaking noise we have never been able to replicate the sound. The client has a aftermarket cap and Wheels with spacers with lots of equipment that could cause squeaking and we have driven it multiple times and not been able to hear the noise. 

  Customer Answer

  Date: 05/07/2025

  Subject: Request to Reopen Complaint ID #******** ********************
  Dear Ms. ********** would like to request that BBB complaint ID #******** be reopened.
  Since the file was marked as "Answered by the Business," Koons Clarksville has continued to:
  Refuse to provide any written denial of my warranty claim, despite telling me it was denied
  Fail to issue a clear invoice showing what services were performed
  ***** providing warranty documentation for a transmission they were paid to install
  I have confirmed with Ally (the warranty provider) that the claim in question is still pending in their system and no denial has been issued. The dealerships response is inconsistent with what Ally has confirmed.
  I am still trying to resolve this matter professionally and hope BBB can help encourage the dealership to provide proper documentation.
  Thank you,
  ***** *****
  *****************************
  ************

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23206192
  
  I am rejecting this response because: 
  Subject: Request to Reopen Complaint ID #******** ********************
  Dear Ms. *************** style="color: rgb(33, 37, 41);">I would like to request that BBB complaint ID #******** be reopened.
  Since the file was marked as "Answered by the Business," Koons Clarksville has continued to:
  Refuse to provide any written denial of my warranty claim, despite telling me it was denied
  Fail to issue a clear invoice showing what services were performed
  Avoid providing warranty documentation for a transmission they were paid to install
  I have confirmed with Ally (the warranty provider) that the claim in question is still pending in their system and no denial has been issued. The dealerships response is inconsistent with what Ally has confirmed.
  I am still trying to resolve this matter professionally and hope BBB can help encourage the dealership to provide proper documentation.
  Thank you,
  ***** *****
  *****************************
  ************
  Sincerely,
  
  *********** *****

  Customer Answer

  Date: 05/08/2025

  The consumer is speaking of the extended warranty purchased through the dealership. 

  Business Response

  Date: 05/08/2025

  We have responded many times to the same questions and claims and he refuses to acknowledge the answers. He has made false claims of paying on multiple maintenance visits and refuses to accept the ** as it is written for some unknown reason. His vehicle had electrical harnesses altered and Ally has denied coverage.

  Business Response

  Date: 05/19/2025

  Please see attached email from Ally stating why they declined coverage. This was provided to the client and he refuses to acknowledge and once he gets proof he moves onto the next person and refutes everything that was provided

• Initial Complaint

  Date:10/10/2024

  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.

  Profoundly troubling experience with Koons Clarksville Chevrolet Buick (Asbury Automotive Group) located at 1**** **** *** Clarksville, MD 21029, concerning my purchase of a 2023 GMC Yukon AT4 Sport Utility 4D. My interactions with this dealership have left me feeling ignored, misled, and victimized by predatory sales practices that violate both federal and Maryland consumer laws.
  
  Initially, I inquired about a GMC "Denali." Upon arrival, salesman “Moose” informed me that no Denali models were available and directed me to the Yukon AT4 Sport, which I purchased for an exorbitant price of $98,999, including promised add-ons: two headrest TVs, a safe, and a front camera.
  
  To my shock, three to four months later, I learned these features were unavailable, leaving me stuck with a financing contract for a vehicle lacking its promised enhancements. This feels like a scam. On October 8, 2024, during a recall service, I discovered the same year, make, fully loaded model advertised at $74,000, alongside a 2024 same make and fully loaded model for $84,000. This price disparity raises serious concerns about the integrity of my transaction, as a sales associate acknowledged similar complaints from others.
  
  On October 9, the manager suggested a vehicle swap, which involved a credit check and new financing while indicating that the financial burden would ultimately rest with me. As a combat-injured veteran, this experience is distressing and indicative of predatory practices.
  
  Additionally, I witnessed racial discrimination in this dealership's service department, where staff prioritized White clients over Black clients, including myself. This practice undermines trust and perpetuates systemic inequality.
  
  Given the gravity of these concerns, I demand a thorough investigation into the practices at Koons Clarksville Chevrolet Buick. I seek either a refund of the price difference or an equitable swap for the vehicle I believed I was purchasing, at no additional cost.

  Business Response

  Date: 12/02/2024

  I am writing in response to the complaint filed by ***** ********* regarding their recent experience at Koons Clarksville Chevrolet Buick. We take customer feedback seriously and would like to address the concerns raised in the complaint.

  Pricing and Transparency
  At Koons of Clarksville, all pricing is fully disclosed at the time of purchase. We provide customers with a detailed breakdown of the vehicle price, including any additional fees, taxes, and optional add-ons. Regarding the vehicle in question, the price of the 2023 GMC Yukon AT4 was made clear and agreed upon at the time of sale. Market fluctuations are beyond our control, and prices of vehicles can change due to factors such as supply and demand, which can cause discrepancies over time.

  We would like to clarify that the customer’s claim of paying $98,999 for the vehicle is misleading. We encourage the customer to refer to the Buyer’s Order, which clearly lists the final agreed price of the vehicle and includes the breakdown of the cost.

  Add-Ons and Vehicle Options
  The customer also mentions missing add-ons such as two headrest TVs, a safe, and a front camera. However, these items were never purchased nor were they included in the vehicle’s window sticker. The customer was not charged for these items, and they were not part of the agreed-upon specifications at the time of sale. We regret any confusion on this matter but encourage the customer to review the documentation for a full understanding of the purchased vehicle’s features.

  Allegations of Discrimination
  We find the allegations of racial discrimination to be profoundly troubling, unsubstantiated, and slanderous. Koons Clarksville is committed to providing a welcoming, respectful environment for all customers, and we do not condone any form of discrimination in our dealership. The accusations made by the customer regarding preferential treatment based on race are completely unfounded. We take such claims very seriously and maintain a zero-tolerance policy towards any form of discriminatory behavior.

  Resolution
  We are committed to working with the customer to address any legitimate concerns. However, we do not believe the claims made in this complaint are accurate or reflect the practices at Koons Clarksville. We encourage the customer to review the Buyer’s Order, vehicle specifications, and our service records for clarification.

  Thank you for bringing this matter to our attention. We value our customers and remain dedicated to resolving any issues fairly and professionally.

  Sincerely,

  Raymond B******
  General Manager
  Koons Clarksville Chevrolet Buick
  Asbury Automotive Group

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service 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.

  THIEVES AND UNHELPFUL MANAGERS. The worst is they stole my GoPro. But the rest of the experience was just as bad. Had my vehicle picked up for service using their pickup and drop off of option. They were supposed to pickup vehicle at 10am. By 10:30 they had not picked it up and I had not heard from them. I called asking about the status and they said they would figure it out soon. Which tells me if I didnt call they probably would not have came.They pick up the vehicle at 11:30am (an hour and a half late) My vehicle was going in for an oil change and brake change which they told me would be done by the end of the day. They called and said they were done and I asked if they changed the brakes they said no. They were fine. I told them that it wasnt and they need to take another look. They look at it again and find out a rear caliper is backwards and needs to be changed which now puts my vehicle being picked up the next day. All good. Stuff happens. They could have found the caliper in the beginning if they actually did a thorough check of the brakes but whatever. Now were in day **** text, email, call update all day. I call close to closing time because I havent heard from them and they are supposed to bring the vehicle back. They said everyone that returns vehicles was gone and I would have to come get it or wait until tomorrow.I chose the pickup and drop off option as I did not have the time for this and was super excited about Koons offering the service only to be disappointed when they didnt do it as they should. When I mentioned this to the service manager, he said well its a complimentary service. Thats crazy. A business the size of Koons knows how to do proper business and that was not it. It doesnt matter if its a complimentary service or not. If you offer it you should be prepared to give your customers a great experience. No communication or anything to even make someone aware their truck would not be done on time.

  Business Response

  Date: 07/23/2024

  We have questioned all employees and all have confirmed that nothing was removed from the clients car. We do disagree with the customer statements regarding communication as well. 

• Initial Complaint

  Date:05/14/2024

  Type:Product 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.

  Date of Transaction: Tuesday, January 2, 2024 I bought four (4) new tires, that came with a one (1) year Road Hazard Warranty., from Koons Chevrolet in Clarksville, MD. Ms. ***** ****** was my Advisor. On Thursday, January 25, 2024, I ran over a sharp item in the road, and had a flat tire on the passenger side rear tire. I called Koons Chevrolet in Clarksville and spoke with ***** ******, and she told me to bring my car in and they would take a look at it. She said she would not be there, so she told me to talk to Ms. ********* ******. I brought my car in on Saturday, January 27, 2024, and Ms. ****** had a mechanic look at the flat tire, and it was determined that sharp item that I had ran over caused to much damage to the tire, and it could not be fixed. Ms. ****** told me she would have to order a new tire for me and it would be in on Monday, January 29, 2024. Ms. ****** also told me that the TIRE WAS NOT UNDER THE **** HAZARD WARRANTY and that I would have to pay $263.88 for the tire. The tire was installed on Wednesday, January 30, 2024. I charged $235.28 to my Credit Card and used 2860 Points ($28.60) to pay for the tire. At my next appointment on April 10, 2024, I brought this to the attention of Ms. ***** ******, who told me that the NEW REPLACEMENT TIRE WAS UNDER WARRANTY, and that I should not have been charged for it. She stated that she talked to Parts Manager, and that he agreed that I should not have been charged for the tire, and that a REFUND CHECK WOULD BE MAILED TO ME. As of today, May 14, 2024, I have not heard anything from Koons Clarksville Chevrolet.The solution that I am seeking is that I be refunded $235.28 that I charged to my credit card, and that my 2860 Points ($28.60) be restored to my Chevrolet Points Account, so that I can use them at a later date. For a total of $263.88.

  Customer Answer

  Date: 05/15/2024

  Attached is the Buy 3 Tires, get 1 Tire for $1.00 Advertisement.  Please see directly below that for the Statement: COMPLIMENTARY ONE (1) YEAR ROAD HAZARD WARRANTY INCLUDED.

  Business Response

  Date: 05/23/2024

  We have called the client and completed the refund.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21710309
  
  I am rejecting this response because: As of May 28, 2024, I have not received a Refund Check, nor has a credit been issued to my Credit Card.  On May 15, 2024, the Parts Manager called me and told me that he was going to "Cut the Refund Check" that day or on the next day, May 16, 2024, and send it to me.  Once again, I have not received a refund, or a credit to my Credit Card.   I will let you know when and if I receive a refund.
  
  Sincerely,
  
  ******* E. ****

  Customer Answer

  Date: 06/04/2024

  Dear BBB: I received my Tire Warranty Refund Check from Koons Clarksville Chevrolet and Buick, on Monday, June 3, 2024.

  Thank you for your assistance.

  Please say thank you to Koons Clarksville Chevrolet and Buick.

  Please close this case as of today, Tuesday, June 4, 2024

  ******* E. ****

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

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

   

   

   

• Initial Complaint

  Date:12/18/2023

  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.

  August 2023
  I took my truck here for service. While in the shop, their technician left the door open while lowering the lift, causing large scratches in the door. They said they'd fix it, but refused to set an appointment at the time, and initially pushed back on putting anything writing, but eventually made a hand-written note.
  
  I've made several attempts to get the issue resolved (on the phone, in person, and online), but they've completely stopped responding.

  Business Response

  Date: 12/28/2023

  Hi,

  We have reached out a few times. and got VM. I am available to resolve the issue at ###-###-####

• Initial Complaint

  Date:02/21/2023

  Type:Customer Service 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.

  see Attached document

  Business Response

  Date: 03/02/2023

  We did cancel the contract and per the agreement signed by all parties if there is a lien on the vehicle the cancellation amount must go back to the lien holder and the principle balance will be credited the amount of the cancellation. We can not cut a check directly to the customer unless the vehicle has been paid off.

• Initial Complaint

  Date:02/01/2023

  Type:Customer Service 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 1/28/23 I purchased a car for $37, 000. 1/30/23 all of the car keys wouldn't work & the engine light came on noises. Carina Sales Person told me to bring the car back repair no charge. Then she said take it myself to Mercedes Benz any 1 for them to fix it. The OW loc. Jay said it would cost me/them $196.00 or hundreds or thousands of dollars. Koons never said they would pay for it. I had to threaten them with a lawsuit. They made me drive the car back instead of offering me a loaner vehicle to me For them to take it to be fixed. Dennis the finance guy apologized but Justin the mngr Joe asst. mngr. while in the car w/ me was extremely aggressive towards me it was scary. They vowed to give me a ride home but only after riding me to Laurel for business. Joe angrily said we are not your chauffeur; U don't run things around here. You don't tell us what to do. He argued with me; I stopped talking to him he continued got out &slammed the door. I just wanted to get home because my 9-year-old had to get off the bus w/o me bc of this inconvenience. The Gen. Manager called me raising his voice too., He said you are no longer a customer. After interrupting he was so rude and abrasive. I tried to interject to let him know the convo isn't getting anywhere, so I just hung up on him. Robert the driver was nice. They let me sign a doc. that did not have all of my information on it. I repeated that it didn't have me rescinding the whole deal like I signed over 10 pages. Justin said it was valid. I'm afraid that this company will still illegally charge me for the car sale anyway & ruin my credit. This company took no accountability by its leaders at all for the car being defective. I was just verbally attacked multiple X's & my goal in this communication is to make sure that they will keep their word not to still have my name in anyway associated with that vehicle now or in the future which was a Mercedes Benz C-Class 2018; I'm traumatized with these deal/ppl I can't sleep/eat.

  Business Response

  Date: 02/01/2023

  The check engine light did come on and there was a issue with the key that were immediately offered to be fixed by Koons at no charge via text message.  The offer to fix the vehicle was met with incredibly vulgar language and extreme rudeness by ******** ****** via text message and verbally. At this point Koon agreed to rescind the deal and to never do business with ******** ****** again! We have all communication saved showing that the above statements are untrue and will save them to defend ourselves if necessary. 

  Customer Answer

  Date: 02/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have such text messages as well; and at no point in written or verbal language did any personnel or management state not Corina, Justin, Dennis, Joe or Robert that they/Koons would pay $196 or hundreds/thousands that it may cost to fix the issue. 

  What was really disrespectful is selling me a car knowing that I needed it for the start of my work for $700 per month for nearly 40 K when the vehicle was probably worth not even 10k after it took me over 25 years to repair my credit from 18-41. And saying oh you do it. I didn’t do nothing wrong but she was the sales woman. Then telling me over texts 

  that I just needed to take it to Mercedes Benz (any one of them) myself and deal with it which amounts to horrid customer service and lack of tact, dignity, diplomacy, conflict resolution skills, urgency, responsibility and accountability or empathy etc. I had spoken to several people about this and they all agree with me not the Koons people.

   

  My anger stemmed from their poor management & class of my particular situation and customer service.  They literally sold me a car that I could not get into and out of without worrying about being locked out, stuck, stranded embarrassed.  It didn’t happen to them it happened to me and only me: so they didn’t care as long as they closed the deal and got their commission just three days later. No security measures for 40K which beats the purpose of having a car. The engine is the brain w/o it is dead.
  

  They should have taken care of the key problem and engine light problem  before selling it to me as I trusted them and already provided a loaner and brought it to me just like they dropped me off. I was only discourteous to those whom were first with me. Those whom played with my life, livelihood and kids being harmed. They though I was going to uber home and I didn’t Uber to them. They have very poor communication skills lacked updates and reassurance. 
  

  So that was Corina & Joe no one else whom I stood up too only and they did not like that strength and power. I was nice to the black guy upon arrival. Plus, Dennis the 1st & 2nd visit as he was with me. And cordial with Justin. Plus super nice and pleasant with Robert who they fail to reveal. No one can lie and say otherwise. I matched their energy always. 
  

  At any rate it is not about me it; it is about those dealers and the bad car (lemon) they sold to me. And then how they mishandled me in response to the cars’ problems especially. Corina’s lack of decorum was unapologetic non chalant dismissive and her conflict resolution skills lacked communicative clarity. Joe lacked honor, self-respect, self-control, respect and impulse control in that situation. My anger was warranted there’s was not. They were the culprits and I am still and will only and always their victim. Because it was me being placed in that predicament not them. Car of dreams come true, just sold my car, no car ubering everywhere, to filling secure in my commute to my new job with my dream car, to being bullied & harassed by the leadership, then almost abandoned, stuck/stranded an hour away from home with a man who wanted to continue arguing trying to destroy my confidence and self esteem in person as much as over the phone to show me that he who is tough, superior, supreme over a woman. He was enraged that he had felt a need to call me and still let himself rip. Like he was holding all his pressure and stress that overwhelmed him like work/personal stress to take it all out on me like I was his personal emotional punching bag classic projection/deflection.

  Whats more they just didn’t expect me  to stand up for myself against their wrongs and just suck it up like others and take their mistreatment but instead I called them out on misconduct and they aren’t used to it. Only guilty people who are exposed and forced to be accountable react like that. Again they utilize DARVO. Deny responsibility, Attack the victim, Reverse the Victim into the Being the Offender. 
  

   

  They set my work back and not getting my kid. 

   

  Now it is time to teach them with logic/common sense and rationality.
  

  What was wrong with her saying if she was trained properly; I apologize for your inconvenience. We will take care of those two issues right away.

   

  We will provide for you a loaner car Ms. ****** so you can get to work in Ellicott City from Abingdon MD. We will have one for you tomorrow morning. We will bring you a loaner car; and take your car and pay for the necessary repairs at the nearest Mercedes Benz to you. We have already called 

   

  They can show the texts bc they hate they hate that I got out of their crazy deal Thank God! and they all lost the blood money they could gotten off  of me their victim. They never had a customer push back on their game playing before I guess. 

   

  These people are at best disingenuous to say the least they are more passionate about my anger or language towards them over the car issues rather than they are with me signing my life away for 5 years or more with them earning tons of money at my expense for a faulty car dashing my dreams away. Hindering my job progress and other set backs like wasting my time, energy and effort, credit ding that will take 7 years to come off, and the embarrassment I felt fearing stuck or stranded both out here then out their neck of the woods. 
  

  I am going to end it like this. No matter if BBB helps or not. They will get their bad Karma for this bad deal and how they ended up mistreating me.
  

  Bad Karma comes in many forms like waves such as sickness, financial losses, ruined reputation, loss of business/customers bc of distrust, bad karma befalling their relatives, deaths, strife at home, distrust from banks in them,  etc. It will come now or later but it will come. 
  

  They dont see their wrong just mine so some people won’t learn from their mistakes 

  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 02/17/2023

  Nothing has changed and we stand by our original response.