ComplaintsforKoon's Sterling Ford

• Initial Complaint

  03/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

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

  Customer response

  03/24/2023

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

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

  
  

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

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 4th 2022, my fiancé and I were looking to purchase a new car, upon going on a test drive we decided we wanted the car. However, we noticed the interior of the vehicle was damaged around the dash board to the back of the seats. We asked if they could lower the price of the vehicle due to the damages of the interior. They would not. Instead they agreed to pay and get it fixed. They had us sign a We owe you, page that disclosed what needed to be fixed after we purchased the car. Fast forward almost two months later and still have not been honored. They made it appear as though this would be a quick fix and it was not. The guy that was suppose to fix it said that it’s a $4,000.00 job. My fiancé continued to call these people and they were not communicating updating us with what was going on. We told them that I am military and going to be stationed in New Jersey and leaving on thr 28th of June. They said it would be fix before then. It still is not. We had to keep calling them, only for them to say that the part was on back order. We told them to cut us a check for the price of labor and parts so that we could get it done in New Jersey they still would not honor that. They said best they could do was 900.00 then 1000.00 and then 1500.00 or that they could buy the car back from us. What they are offering is not nearly enough to cover for parts and labor. The windshield would have to be removed as well. Don’t sell us a car and not honor what you said you would cover. We even told them before purchasing the car that if there is an issue they could deduct it from the car price but they would not do that. The service is great before buying a car but after purchasing they really don’t care for military/veterans or for normal customers I leave to New Jersey with the possibility of the issue not getting resolved

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  07/13/2022

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

  Thanks,

  Steve B*********

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  06/13/2022

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

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First, when I went to purchase the car I was sat in a room with no paper work in front of me. I was told the Finance manager was " contacting banks for the best interest rate possible" He was fake typing and he having small talk with me to get my mind off the amount. When the number came out and I asked to take off the extra packages I was told that it would be more money for me a month.. Didn't really make sense but now I know he just wanted a higher commission for the purchase of the car. I was firm and walked out the door with an average payment but still wasn't happy. Almost two months later, I was contacted by the dealer ship stating that I owed them the $1900 for taxes and title of the car... I asked why and they told me they gave me a lease credit for my trade in. They new from the beginning that it was a lease and so why did they add it. They kept telling me that the money i got back from them I have to give it back. That money was the difference to what the pay off amount was compared to what they paid the bank. So that was initialed to me in the first place. I was told my car is illegal because they haven't paid the taxes because they messed up and gave me an " discount:" when I never asked them. I told them that I am not paying it. I was told that it was in my contract that I have to pay for any amount that wasn't in the contract. I looked at my contract and there are no information there. They are trying to make me pay for their mess up. I refuse and told them I want to return the car and I was told that since i have made payments on it already that I can't. But they can ask for money 2 months down the line. I have been nothing but nice to the people and when I get told " your going back on your word" and "i should have never trusted you" then I don't want any business with them ever again. I only have so much i can say in this box but if you want the detail story please give me a call.

  Business response

  11/23/2021

  Hello. I want to let you know that we resolved this issue with this client back in October. We came up with an agreement that the customer was happy with.

  Please let me know if I need to do anything else.

  Thank you,

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

• Initial Complaint

  06/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a used vehicle in April, 44,000 miles (no issues according to paperwork) the day after we brought the car home it had to go back due to very noticeable knocking noise, had it for almost 2 weeks, got it back, headlight so extremely dim, (was this way when we purchased and they failed to fix it) had the vehicle for a week had to take it back to shop due to No A/C, advised of headlight had to order so we've been back to the dealership with problems 4 times now in less than 2 months time, my husband took the car there today at 9am for headlight replacement its not 1:30pm and they have yet to put the car back together all issues should have been corrected before the vehicle was listed for sale we live an hour and a half away, we've wasted numerous hours traveling to have a vehicle fixed that shouldn't have been sold with so many issues, out of the 2 months I may have been able to drive my car for 2 weeks. With no offer of compensation and no respect for anyone's time or money

  Business response

  06/09/2021

  Koons Sterling Ford attempts to repair issues on pre-owned vehicles before the retail process and we apologize for the inconvenience and the items which we had to repair afterwards. although the repairs were at no charge to the client we do understand the logistics of returning so if anything in the next 12 months would come up we would like to offer to come pick up the vehicle and leave a loaner vehicle for the client to use while we repair and deliver back their vehicle. we certainly apologize for this situation again.

  Customer response

  06/13/2021

  [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,
  
  ***********************
  

  Customer response

  08/15/2021

  [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,
  
  ***********************
  
  
  **** the exhaust still sputters, asked them to check for an exhaust leak, nothing noting that the exhaust was examined. 
  

  Business response

  08/16/2021

  The exhaust "noise" is associated with the cam phaser noise that was also complained about.  I sent *** and *************** a detailed email about the pending recall from Ford regarding the ***** cam phaser recalibration recall.  The recall cannot be performed at the moment due to the lack of calibration details from Ford .  I also stated that they will receive notification via mail from Ford when the calibration becomes available.

   

   

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