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:12/07/2024

  Type:Delivery 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.

  7/2023 I purchased a ******* Aviator from Koons auto to be delivered to **. They agreed and then said it would driven vs. A car carrier because of the distance. The driver received several EZ pass violations. I called and emailed several times over the last 17 months. Everything I call I am told I thought it was resolved but ***** would handle it. I just received notice that I have been sent to collections for their incompetence and have taken a negative hit on my credit.

  Business Response

  Date: 12/09/2024

  We're very sorry to hear Mrs. ************* never received a call back from ***** *******. 

  This is the first time we're hearing of this, but will gladly take care of the citations and then contact the customer once completed. 

  We are currently working on reaching out to the collection agency. 

  Thank you. 

  ***** ********, Chief Experience Officer/Assistant to President, **** ********

• Initial Complaint

  Date:12/05/2024

  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 purchased a ***** CX 5 in 2022, which included an agreement from Koons to install a power liftgate with a lifetime warranty included in my purchase. Ever since purchasing the car, *** had issues with the power liftgate not working properly. The warranty should cover any repairs to the liftgate. Koons has attempted to repair ( October 2024 )the liftgate previously, but this most recent time they gave up claiming that they no longer have the technology for the liftgate to work with the key to my car or the button inside my car. So I currently have a power liftgate that I have to open manually. And this is not what was agreed upon at purchase.

  Business Response

  Date: 12/09/2024

  Good morning, please let me clarify, Ms. ********* purchased her CX5 with the understanding that the automatic liftgate she agreed upon adding, was an AFTERMARKET part, and NOT a ***** part.

  Her issues appeared two years after her purchase. 

  We have gone over and beyond to accommodate Ms. ********** The third party vendor who originally installed the unit replaced the part at no additional expense to the customer. To be clear, the automatic liftgate feature IS working fine. She can open the trunk using the release button on the interior of the car, AND the liftgate can also be opened by using the outside liftgate button with a simple push of a button, which them releases the gate and opens (automatically). The ONLY thing that no longer works, is the button on the actual KEYFOB. Unfortunately, the kit for the keyfob has been discontinued and NOBODY makes it anymore. 

  Unfortunately, the ONLY way she could get the keyfob feature, is to trade her vehicle in for another unit. We offered a beneficial trade value to the customer which she could use towards a new or pre-owned vehicle. The trade we offered would include the features she desires and we were able to lower her monthly payments, but she declined our offer. 

  At this time, we have done everything we can to accommodate this customer. There is nothing more we can offer. If she would like to trade in her current CX5 for another, we are more than happy to assist. 

  Thank you,
  ***** ********, Chief Experience Officer

   

  Customer Answer

  Date: 12/16/2024

  [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: 22648057
  
  I am rejecting this response because: ***** is misinformed, as I stated the button in my car does not open the liftgate. Again the BUTTON IN THE CX5 DOES NOT open the trunk! On top of that the keyfob which opened the trunk at purchase doesn't work now either.  I purchased the vehicle with a lifetime warranty for the liftgate so the liftgate should work. I shouldnt have to lift the trunk with my hand if I have a liftgate, thats the only way to open the trunk currently. And above and beyond for a person whos purchased 3 vehicles from this dealership we havent reached that point yet to be clear.
  
  
  ****** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/19/2024

  We are looking further into this matter and will respond by the end of the month. 

  Thank you.

  Business Response

  Date: 12/19/2024

  Good afternoon, I was able to do some more digging.

  First, we are very sorry and empathize with Ms. ********** We do care and we've tried assisting. This is not something we've been ignoring.

  In regard to the "lifetime warranty" she mentioned.
  There is no such thing as a "lifetime warranty". We do not offer lifetime warranty on anything. 

  This vehicle was purchased in 2022. We are doing this as a courtesy and everything and anything that is repaired, is either being charged back to Koons Motors or Automotive Concepts is paying for it. 
  We have talked to ***** with Automotive Concepts and he is happy to arrange a time to take a look Ms. *********** ***** and check the button on the interior. We have been transparent and explained to her the kit for the keyfob is not available and we cannot get her another keyfob with a button. If that was possible, then we'd have NO issues replacing it. 

  The button on the interior was checked multiple times and it was working perfectly fine when we had it in October. Not only did our shop here at Koons Motors triage the liftgate issue, but Automotive Concepts also confirmed the button on the interior was functioning perfectly fine. I JUST spoke with ***** and he confirmed everything was in working condition (except the keyfob) when we had it last. Also, ***** had the system replaced with a new one as a sign of good will.

  Ms. ********* can arrange to have Automotive Concepts take a look at the button on the interior. They will work with her on resolving that concern. 

  She can call ***** directly at ************ to arrange an appointment. 

  Thank you, 

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

   

• Initial Complaint

  Date:08/19/2024

  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.

  Koons has not honored their portion of our agreement made when I purchased my 2023 ******* GV80 in May. They neglected to share important information with me regarding tags and inspection laws in ** and were dishonest about the overall condition of the vehicle. My complaint is focused on never receiving rear headrests that for the GV80 that Koons agreed to purchase from ******* and ship to me in the days following purchase. I have additional concerns after JUST receiving my paperwork from Koons, months, that my signature was forged on several parts of the agreement.The headrest was a clear part of our agreement, to the point of the finance person naming that they could not go any lower on the price because Koons would be paying out of pocket for the headrest from *******. I was given clear instructions that ******* (sales **** would be following up with me in the coming days to confirm when I'd receive the headrest and to collect the final portion of my down payment. The following business day, Koons managed to arrange to collect the down payment, but the only update I was given was that the headrests were ordered and I'd be kept updated on when they'd arrive. I have had several conversations with sales rep ******* and spoke to at least two other people since then between your bethesda location and silver spring location, all who either stated the headrests were ordered or they notated my account and would follow up with me in the coming days. Today after speaking to the general manager, I was told that the "We Owe you" document just has a scribbles in the section that would list out items. However when he sent over the document, I did not see scribbles AND my signature looked forged/not consistent on that document or a few other places.

  Business Response

  Date: 09/30/2024

  Good morning, this is the first time I'm seeing any complaints from this customer. 

  I did a search and I have not received any inquiries from this customer or the ********************, regarding ******** *****. 

  I'll look more into this an respond accordingly. 

  Thank you, 

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

• Initial Complaint

  Date:07/18/2024

  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 purchased a vehicle on December 2023 from Koons of Silver Spring which is a Car Dealership based out of *****************, and the dealer sent me my California registration and license plates in June, which was 6 months later. After receiving it too late I noticed that they didnt include my name on the registration and only my fiance. However the car purchase/finance was under both of our names. I reached out to the dealership on June 6 and explained that I have already waited for 6 months to get those documents which should've been sent to me a long time before when I got it and then I get the documents with missing information. I explained to them that this issue is not acceptable and its been over 6 weeks since I called them now and they stopped updating me or responding to my calls about fixing this issue.

  Business Response

  Date: 09/23/2024

  Good morning, we have been working diligently on correcting *** ******** title. As previously mentioned to *** ******* this was an error made by California DMV as everything was submitted to the State correctly, but they failed to add both parties to the title. I have personally talked to *** ****** on August 28th and apologized profusely for the inconvenience. I also offered to pay any fines that he may have incurred. As of July, *** ****** has been issued his permanent plates, but correcting the title is taking much longer as we are waiting on the *************** and the State of California to send us the title for us to submit the correction. We should be receiving this soon as the bank informed us it would take approximately 10 business days for the to receive the title from ********** and then they will ship it to us to file the correction. Again, they say 10 business days, but of course this is only an estimate. 

  In regards to communications with *** ******* ***** ******** just spoke with *** ****** on Friday, and we have email correspondence between ***** ******** (tag and title manager) and *** ****** dated September 3rd, 10th and the 17th. We explained to *** ****** it will take a minimum of 10 business days for the bank to send the title to us and then we have to send it to California DMV for the correction. *************** has to order the title from California DMV and then send it to us. We are still waiting on the bank and we have been in direct contact with them. As soon as we have everything we need from **************** we will then submit the correction to California DMV. 

  Thank you, 

  ***** ********* Chief Experience Officer

• Initial Complaint

  Date:04/02/2024

  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.

  When purchasing my Lexus UX 250h on March 19, 2024, I stated I did not want the service plan for the oil change because I live in ************ and the dealership was in ********. The finance manager at ***** said there was a plan where I could take the car to any Lexus dealer. Reluctantly, I said okay. When I went to get an oil change, they said there was no plan for me and I had to pay out of pocket. I contacted Mugal on April 1, 2024, stating the above issue through email. He called and said I did not have a service plan but a repair plan that if the car needed repairs I could take it to any Lexus dealer. I stated that this was not what you told me. He tried to dismiss me from the conversation saying someone would call me. I said that is not ok. I am on the phone, let me speak to someone now. He volunteered a cancellation process for me. He stated the refund would be refunded to the loan (which is fine with me). He emailed the documentation. I sent the information as requested. I am still awaiting a reply.

  Business Response

  Date: 04/18/2024

  Good morning and than you for bringing this to our attention. 

  **************** purchased her Lexus on March 19, 2023, not 2024.
  When sitting with our finance department she agreed to purchase an extended service plan, not a maintenance plan which is why the oil change was not covered.

  We are more than happy to cancel the product for her, but the refund will be prorated since she purchased her vehicle 13 months ago. 

  I'm happy to have my assistant contact her to start the cancelation process. 

  Thank you, 

  ***************************, Chief Experience Officer

  Customer Answer

  Date: 04/20/2024

  [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:01/26/2024

  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 went to **** to get a diagnostic test on my vehicle due to it stopping when i was accelerating They told me nothing was wrong with my vehicle yet still charged me for the diagnostic test. I was informed twice by two employees that i was wrongfully charged since there was no issueMy vehicle had the same issue so i return my car to them. They told me the issue was my high fuel pump.I paid for the service through a third party financing Took my car home and it stopped on me again I returned the car that same day They later replaced my fuel line without my authorization (An employee admitted they messed up during ******** test and to replace the whole fuel line at no charge to meThey then tell me i need to replace my low fuel pump but tried to charge me for TWO PARTS stating i have three fuel pumps not two, and i they need to get the parts they were not the same parts but the invoice listed two of the exact fuel pumps.I asked for services to be free since i paid for something that was not the issue. Instead the offered to credit ******************************************************************************** reality there is no credit. I offered to purchase own part since they were overcharging by hundreds and they could credit the labor i was told the price would not be the same.I took my vehicle home. No one directed me to a manager when i asked, no manager returned my call. I told them i would pick up my vehicle and if i decided to return i would call back. An employee told me its okay because the fuel line would be about the same price i paid the first time but I never consented to getting work done. It should have been free. Then another employee was steering me away by asking me to pay him for the part because he could get it for cheaper. I had to keep calling to get an update on a vehicle. Calls were avoided and i just need my vehicle fixed

  Business Response

  Date: 02/13/2024

  Thank you for bringing this to our attention. 

  This is a quick response to acknowledge the concern raised by Ms. ************************************ style="font-size: 0.875rem;">We are investigating the BBB complaint and will respond after we've looked more into the matter.

  We appreciate your patience and will contact you very soon.

  Thank you,

  ***************************, Director of Customer Relations 

  Business Response

  Date: 02/15/2024

  Good morning, I have contacted the customer and scheduled an in person meeting on Monday, February 19th with our Service Director and me.

  We'll work with the customer on a satisfactory solution. 

  Thank you, 

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

  Business Response

  Date: 02/19/2024

  This morning, we met with Ms. ******** and her boyfriend, and we agreed to pay for the cost of repairs. 

  We are currently in the process of having her vehicle towed here to our dealership.

  Once the vehicle has arrived, we will order parts and make necessary repairs at no cost to the customer. Assuming parts are readily available, the vehicle should be back in her possession by Wednesday. 

  Thank you and please let me know if you have other questions. 

   

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

• Initial Complaint

  Date:01/11/2024

  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.

  A new car battery was installed at this location on 1.4.24. My radio and CD player were fully operational prior to the battery replacement. Upon returning the car to me, I alerted the service advisor (************** & ***********) that the car radio and cd player were not working. He advised that it was likely due to the new battery and give it an hour or so and everything should be back online. The car stereo never came back on. The next day I spoke with ********************* agian and he advised that he had notified his manager ******. I spoke with ****** and he advised that he would follow up with me. To date, I have not heard back from Koons to resolve this matter. The service team ( parties named ) have been non responsive to my calls. The battery service has created another issue and the service advisors have failed to address the matter and resolve the issue. Additionally, I do not believe that I should be responsible for repairing an issue that was created while my care was in the care of Koons **** (Silver Spring). Since notifying the service advisor and service manager of the issue created by their staff, neither of them have been responsed to correct the defiencency that their team created. I have called the service office several times and left messages with no follow up.

  Business Response

  Date: 01/15/2024

  On 1/2/24, customers vehicle was towed in completely inoperable upon arrival. The vehicle had to be jump started before pulling it into the shop for a proper diagnosis. Upon getting the vehicle in the shop, we performed a battery test which confirmed the battery had failed. At that time, we recommended the battery to be replaced along with a few other recommendations.   
  
  After vehicle was delivered back to the customer, she then returned and notified us that the radio and CD player were not working. We then quickly pulled the vehicle in the shop where the shop foreman worked with the technician to determine what caused the radio/CD to stop working. The customer was limited on time so in the short 10 minutes we looked over the vehicle, we were unable to resolve the  issue. At that time, we explained to the customer that after driving it for about an hour or so, the radio screen may start working again. Sometimes, when a vehicle gets a jump start, it causes a shock to the APIM, but after driving it, the system resets itself. The APIM module is a component that controls various vehicle functions; one being the entertainment system. In any case, the customer called again to inform us the radio screen and CD were still not functioning.

  We apologize if there was a misunderstanding, but when ******* called ******************** back, while they were on a call, ******************** received an urgent call and told ******* she had to go and that she would call him back. We never heard back from ********************. Then on 1/8/24, *************************, our Service Director called and left another message but never heard back. Then today, we received this notice from the BBB. 

  This morning, ************************* called and left another message with ********************* 

  We are more than happy to look at the vehicle at no additional cost to determine why the radio and CD player stopped working. We stand by our work and will gladly resolve the issue IF it is due to the work already performed. If the issue is caused by a new problem (for example the APIM needs to be replaced), then additional fees would be incurred to resolve the concern. 

  Also, it is important to note the $780.25 worth of the repairs done, included other services and not only a new battery. 

  Customer is advised to call ************************* directly at ************ to discuss next steps. 

  Thank you, 
  ***************************, Customer Relations Director

• Initial Complaint

  Date:11/28/2023

  Type:Order 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.

  On January 18, 2020, at Koons of Silver Spring, I signed an agreement for a maintenance plan for my new vehicle, a 2019 ***** ****. I financed the plan with the rest of the balance for the car with a service agreement price of $3454.00. The maintenance plan was good for six years or 100,000 miles, whichever came first. The contract had the name "********* Protection" with a contract number of *********. At the bottom of the agreement, is a claims number (************) which is answered by a company called ********. On November 27, 2023, I brought my car into ******* ***** in Fairfax, VA to fix an issue that was under warranty. They recognized that I had two other issues which needed to be fixed, including the cabin air filter replacement, which I understood should be covered under the maintenance plan. ******* ***** was unable to find any record of a ***** maintenance plan for this vehicle and suggested I call the dealership from which I purchased the vehicle. I then spoke with ****** ***, Finance Manager, at Koons of Silvers Spring, who informed me that it was a maintenance plan that required me to go through **** dealerships for the service of my *****. He suggested I call the claims number on the agreement to see if the cabin filer could be covered. I called the 800 number on the agreement *** *** sent me and spoke with a ****** ***** at ********. ****** was unable to locate any record that I had a maintenance plan for this vehicle. She checked via VIN number, my name, my phone number, and even the name of the dealership and date and could find no record of the agreement. She gave me the phone number for ********* and suggest I ask them to find my agreement. I then called ********* and, again, there was no record of my agreement - they checked via contract number, VIN number, my name and my phone number. ********* then said that the dealership must not have sent in the agreement after I signed it. No one will honor the contract that I paid for

  Customer Answer

  Date: 12/09/2023

  I'm happy to withdraw this complaint.  The company finally responded to my request of assistance and did so to my satisfaction.

  Business Response

  Date: 12/11/2023

  Last week, I have personally addressed all of ********************** concerns directly with her. 

  Her warranty is fully registered. I explained her **** warranty is valid at ******** dealership and if she goes to a ***** dealership, her warranty is also valid, but the dealership does have to call the claims number for approval on any covered components *************, option1 then option 4). The cabin air filter is a covered component but **** approves them on every 15K miles intervals. If the cabin air filter was already replaced (before the required interval), then it will not be approved again until another 15K miles. Brake flush and battery corrosion are not covered. 

  ****************** has my direct contact information and knows to reach me with any questions. 

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

• Initial Complaint

  Date:10/31/2023

  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.

  6/9 paid for with a check $14645.00 and picked up a 2006 ****** 64195 miles from Koons of Silver Springs MD signed paperwork on 6/3, BUT did not possess or pay for the vehicle until 6/9. Was told all services and maintenance done on vehicle including brakes (salesman said he knew previous owners). Within 2 weeks car check engine light coming on made appt. at Koons Silver spring for service, ignition coil replaced and AC recharged as that also stopped working within a few days check engine light came back on contacted Koons again after some back and forth was told this was "wear parts" and would not be covered by them and would be at my expense over 1000$ estimate from Koons Silver Springs. I still had not even received my DMV plates when all this happened! I WAS told repair at my expense and not under warranty, Koons silver springs said in text "warranty 30 days "or 1000 miles" Also At this point replacement of coils (labor and parts) would have to be paid for by you" Since its not a "covered system". However, the warranty states "3 months or 3000 mile limited warranty". Koons of Silver Springs failed to comply with this warranty. Koons Silver Springs sold me vehicle with significant problems. With this, I contacted the Koons ****** of Westminster near my home and scheduled service there as now my car was "shaking" and started "leaking". I was able to get an appt. on 9/13/23 with Koons of Westminster, MD. The car had significant major issues including the following: both axles need repair, ignition coil failures, no refrigerant in AC unit, axle clips, cracked radiator leaking badly, radiator, front brake rotors rusted badly, brake repair had to be done, axle seal leaking, bearing clip not in position. ALL of these problems manifested themselves within the 3month 3000mile warranty. (all estimates and invoices attached). On 9/14 I paid $2283.95 to Koons of Westminster to have this car repaired so I could safely drive it! 

  Business Response

  Date: 11/20/2023

  The Buyers Guide the customer signed on June 3rd clearly states the vehicle comes with a 3 month or 3,000-mile limited warranty (whichever comes first). The limited warranty also states the dealer will pay 50% of the labor and 50% of the parts for THE COVERED SYSTEMS that fail during the warranty period. The Buyers Guide also states the customer is responsible for a $100 deductible. ************************* returned to Koons Motors in Silver Spring on June 27th because of a cylinder misfire. When we diagnosed the vehicle, we found one of the coils were bad and replaced the ignition coil at no cost. We also recharged the A/C system to spec and confirmed it was running properly before releasing the vehicle to the customer. Again, we replaced the bad ignition coil and recharged the A/C system at no charge to the customer even though the Buyers Guide clearly states the customer is responsible for 50%of the labor and parts (not to mention a $100 deductible). The Buyers Guide also states if the failed components are covered, then the issue must be presented to the selling dealer for repairs. ****** never returned to us for any additional repairs or concerns. He was communicating with our service advisor *************************** regarding uncovered components and ***** gave him some recommendations on what he could do, but ****** never returned to Koons Motors in Silver Spring for any additional services. In fact, the only time we heard from ****** and his mother, was only after they had already taken the vehicle to another dealership. If you look at the repair order ****** submitted in this complaint, youll see the repair order from Koons ****************** is dated 9/13/23 which is still past the warranty period. Even if they didnt pay for the vehicle until 6/9/23, that is still over the 3-month covered duration period. Again,the concern MUST be presented to the selling dealer, NOT another dealership.Also, we are not at all affiliated with Koons Westminster; we are independently owed and operated.
  
  In addition, the coils are part of the ignition system which IS NOT A COVERED COMPONENT.
  
  ************************* states the brakes were not in good health which is not true. When ****** purchased the vehicle in June, the brakes were perfectly healthy at 10MM. We do not recommend new brakes unless they are at 3MM or less. To put this into perspective, new brakes are between 12MM-13MM.We cant speak to what Koons Westminster does, but we would NOT recommend brakes at 6MM because they are still in good health. We would mark them in yellow (not red) to show they do not need immediate attention and we leave it up to the customer to decide if they want to replace them or wait. Again, brakes in yellow are not unsafe or require immediate attention. We are not responsible for recommendations made by another dealership. The customer approved the work the dealership recommended, and the customer did not bring the concerns back to Koons Motors in Silver Spring within the covered warranty period. We understand the vehicle ************************* purchased only had 64,200 miles at the time of purchase, but it is still a 17-year-old car.   
  
  At this time, we decline the customers request. 

  Customer Answer

  Date: 11/28/2023

  [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:
  ************************* attempted to return the vehicle to Koons in Silver Springs and was rejected and we already provided text messages that showed an attempt  to do so but was rejected. All of these issues did occur during the three month period but Koons was not helpful and I could not drive an unsafe vehicle so they forced me to go elsewhere to get this vehicle repaired so I could drive to work. It appears Koons just delays until the warranty expires and then tells you it’s not covered. I don’t know how she can say we did not return to Koons Silver Springs when there are several text messages provided in the complaint to prove otherwise. 
  

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

• Initial Complaint

  Date:10/07/2023

  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.

  Did an offer on ******’s site and got 53,600 offered for my ********. I even called and asked if it was legit and the guy said if the car was exactly like I said I would for SURE get the offer. I go in and they offer me the same exact as ******. Aren’t they supposed to give you 500 if they don’t beat someone? I was bait and switched and wasted 40 minutes of my life plus 40 min job. Honor what your site says or don’t have a freaking site that offers something because it’s false advertisement and should be illegal. I’m sure there are consumer rights for something like this.

  Business Response

  Date: 11/17/2023

  Thank you for your email.

  The $500 guarantee was removed early 2023 and therefore we no longer offer it. 

  Thank you, 

  ***************************, Customer Relations Director

  Customer Answer

  Date: 11/19/2023

  [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:
  It was still on the website at the time I went in. Why still have something online if you don't offer it?? You clearly state you will bear car max 
  
  Regards,
  
  *******************************