Business Profile
New Car Dealers
Koons Tysons Chrysler, Dodge, Jeep, RamThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:BBB has been notified that this business has been sold as of September 7, 2023. If your complaint concerns an experience prior to this date, please consider filing a complaint with your state's Attorney General’s Office of Consumer Protection. The new owners BBB Profile can be found here.
Complaints
Customer Complaints Summary
- 10 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/30/2023
Type:Service or Repair IssuesStatus: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.
09/01/2023 at 7:30am: My husband took my 2019 Jeep ******** in for a low fuel sensor replacement. We pre-paid about $540 for a diagnostic to be performed and to get the fuel sensor ordered by Koons. The service manager tells my husband that the fuel pump also needs to be replaced, another $1200. We got the fuel pump replacement done as well. After the repair, we were told they still could not figure out why the check engine light wouldn't turn off and a STAR ticket was submitted Chrysler to get this issue escalated. This ticket escalation took all day and by the evening they still did not hear anything back and requested to keep the vehicle in case Chrysler reached out. We asked for a loaner due to being a single car household but we were told they dont provide rentals. The timeframe and being car less was not something previously planned or expressed to us, we left and told them we would return at a more convenient time to allow them to continue troubleshooting the check engine light issue we paid for them to fix. 09/11/2023: Since the repair, we experienced several new issues with our car: rough idling, random engine stalls while driving, emergency brake activations while driving and fuel gauge fluctuations. None of these issues existed prior to the repair, other than the check engine light being on. I went back ti Koons for further troubleshooting. They kept the car for 3 days and made me pay for the rental. No communication unless I called. 09/13/2023: I was told my car was ready and picked it up but wasnt given an explanation as to what the issue was. When I got my car, the check engine light was off but not too many days after driving it around the same engine stalling issue continued. The light also intermittently comes on and off. 09/26/2023: I returned to Koons; they told me they couldn't do anything about it unless the check engine light was on and when they drove it around they had no issues. Same day the car stalled on me again. Light is on.Business Response
Date: 11/08/2023
On October 17, 2023 Koons issued a refund of $2199.31 for the repairs that did not fix the problem.Customer Answer
Date: 11/19/2023
The complaint was resolved via the State Attorney General’s office and a refund was issued for the labor and parts paid that did not correct the issue. The vehicle ultimately was sold due to the stalling issue and the inability to reproduce nor fix this.
Initial Complaint
Date:09/18/2023
Type:Product IssuesStatus:UnansweredMore 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.
We bought the lux care package to be able to get any stains or damages to the inteior taken care of. when we wanted to actually use the service, they would not answer, send me to the wrong places, give me wrong numbers, and then fail to answer. When I finally called a number that worked, they said its expires, although I was paying for the service since day 1, and will continue till the lease finshes!I want my money back for the $450 of lux care!Initial Complaint
Date:09/06/2023
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I Purchased several warranties from *************************** in the finance department on 7/7/23 while purchasing a brand new *** ram ****. I told her my situation was lowering some negative equity and she recommended that since I had another car on order, that we toss in a bunch of warranties amounting in 10,000$+, so that she can manipulate them to seem as a "down payment" on the next car. I end up cancelling and asking for a full refund including sales tax on 7/10/23. She called me and asked why I wanted them cancelled and I said the whole point was to drop my payment and drop the interest on the total value and she argued well we can use them later before I had to affirm once again to cancel. She stated it would take 6 weeks to receive the refund. Fast forward 6 weeks later on 8/17/23, I visited the dealership (this was a random visit, so they were not told ahead of time) to potentially cancel the other order and go with another truck since I was using the utility. At this point, 6 weeks later, still no refund to my ** account. She then claimed she put a hold on the refund that was SUPPOSED to be cancelled already to use as a down payment for this next car and retain the warranties. She also then stated it will take another 6 weeks for the refund to go through. I end up calling corporate Dodge and verified nothing was cancelled on 9/1. Escalated this to upper management who did not respond at all via email and when I went in to deal with the situation they said not to worry, upper management has it covered. Horrible customer service, and fraudulent behavior. Finance wanted to hold out so that they dont get a charge back on the warranties and think customers are dumb to not know their games. Updating this as of 9/6, no refund issued. I told the sales man **************** wanted the order cancelled over a span of 4-5 days, as of yet he has not cancelled the order. Filed a dispute with card company.Initial Complaint
Date:08/02/2023
Type:Billing IssuesStatus:UnansweredMore 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.
Photo of yin from invoiceBusiness Response
Date: 07/25/2023
Please provide vin number of vehicle so I can review the invoice.Customer Answer
Date: 07/26/2023
Photo of invoice is attached. If this did not work, I have difficulty with your website. If unable to view my attachment, I will call and figure out another way to send it to you.Customer Answer
Date: 07/27/2023
VIN:
*****************
Business Response
Date: 08/01/2023
I don't have a record of this vin in the system. Are you sure the service was performed at *********** location?Customer Answer
Date: 08/01/2023
This is the third time I have.sent you the VIN:
*****************
The service personnel absolutely have the Vin as part of the invoice. I see this is a stalling ploy.
Customer Answer
Date: 08/02/2023
Photo of repair receipt at koons is attached.Customer Answer
Date: 08/02/2023
On July 20 I made an appointment for a routine oil change. I was quoted about $100 which I agreed. On July 21 at 10:30. I arrived at the dealer. An hour or two later someone from service called me and said “during oil change we often do a tire rotation. Do you want that?” It was phrased in such a way that my wife and I thought it was included in the oil change. But when I went to pay the invoice, it came out $140. I was very unhappy with this fattening up the invoice trick not telling customers what they’re paying for. I told the service person about this and he became very belligerent very hostile. I could not believe a person like this works for a Chevy dealer. The world is pretty much filled with cameras and I suspect this customer service area was covered by camera. I strongly recommend you watch his response on video. A refund of my $40 for the tire rotation would be acceptable. However, nothing can erase the terrible disposition and insults of this person who works for a Chevy dealer. Koons Chevrolet for sure has a copy of the invoice. I have no immediate way to scan the invoice but will send it if necessary I’ll find away. Let me know.Customer Answer
Date: 08/02/2023
This is the firm I understand that you were moving my case to another Better Business Bureau.Customer Answer
Date: 08/16/2023
We just returned from a 1 month road trip, where Koons Tysons Corner did an oil change on 7/21/2023 and did not tell us that they were going to charge us $40 for a tire rotation. The service writer implied that it was covered in the oil change, and when I eventually objected, his verbal reaction was threatening to me. Watch their video recording for confirmation. He should be fired. If they do not refund my $40 I will elevate this issue directly with GM customer relations.Customer Answer
Date: 08/16/2023
We just returned from a 1 month road trip, where Koons Tysons Corner did an oil change on 7/21/2023 and did not tell us that they were going to charge us $40 for a tire rotation. The service writer implied that it was covered in the oil change, and when I eventually objected, his verbal reaction was threatening to me. Watch their video recording for confirmation. He should be fired. If they do not refund my $40 I will elevate this issue directly with GM customer relations.Customer Answer
Date: 09/20/2023
I have not been contacted by the service department. This is most likely a scheme where this dealer, others too, fatten up their invoices by adding services and NOT telling customers that there will be additional charges. I suspect it's a directive from Management to the service writer to do this. It's DISHONEST and UNETHICAL.
Additionally, the service writer when I asked about this made threatening body movements and language. It was a horrible experience.
Initial Complaint
Date:06/01/2023
Type:Service or Repair IssuesStatus: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.
May 20,2023 I purchased a used 2020 Ford **** ****** truck with 23,000 miles on it from out of state. The ****** and online advertisement states a clean record with factory warranty. The truck was originally owned in Canada and was stolen for 4 months before recovery. The oasis report documents All warranty was cancelled. This was not disclosed to me at purchase and I have documentation from purchasing the vehicle that the factory warranty is intact and i additionally purchased more coverage through the dealership. When i took it to the Ford dealership in my home state, SC, i was told the warranty is not valid, affirmed by calling the Ford Motor Company. I cannot get the dealership where i purchased the truck to call me back.Initial Complaint
Date:05/31/2023
Type:Sales and Advertising IssuesStatus:UnansweredMore 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.
April 28, 2023 I flew to virginia to Koons ram and jeep to pickup my brand new 2023 Ram ****. After finishing all the paperwork I went outside to over look the truck and noticed the interior was not the interior I had ordered. The interior was grey and I had ordered black seats, upon discussing this with the sales manager he assured me that all the "black" interior rams they have on the lot in fact have grey interior, now that is either false information "doctored" information or someone at the manufacturer is color blind. Grey is NOT Black, I dont care if they have 500 trucks with grey interior, RAM advertises black and shows the color code and color swatch on their website, one is diesel grey and the other is black, and clearly shows the exact color advertised next to it. When I did further investigation it shows that the dealership has ordered the correct color for me as they provided me the invoice showing that. The reason I am upset is because they have not tried in any way to make this right nor has the manufacturer, I have called RAM 4 times and escalated this matter multiple times, they pass the blame over and over again, then tell me the dealership has to handle it, the dealership says the seats are correct but they are not, I have provided documentation to prove the color code ordered is black, the photos with the color code next to it, is black, the photo of my current seats that are GREY! NOT BLACK! If this is the case and it is the correct color, then RAM is false advertising on their website and open themselves up to legal action on behalf of thousands of customers that have endured the same issue I have. I would ask for a billing correction or the correct seats to be installed but I cant get a straight answer from anyone to do so, all I get is lies and one passing the blame to the other. Very unprofessional and completely ruined my first brand new built vehicle purchase experience I have ever made. You will see in the documents I have attached, **** is the color code for the cloth bucket seats ordered, on multiple documents I have submitted it says ****. The picture from RAM website shows **** next to the black interior photo, the next document is the photo of my seats that clearly are diesel grey, NOT BLACK.Initial Complaint
Date:05/26/2023
Type:Order IssuesStatus:UnansweredMore 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 May 19th 2023 I purchased a 2023 Ram from this dealership. In the purchasing process while in the finance office I was offered three extra warranties(1 pre paid service, 2 wheel and tire coverage, 3 ***** 5 year/60,000 mile extended warranty) I opted for all three at the time and was told I have 3 days to review and if I would like to cancel to call or come back and *******(the finance guy) would take care of this. Also in the contract it states I have 60 days to cancel at no fee to me. After reading the policies I had to obtain on my own because they(Koons) did not give me anything I found a lot of non truths in the pre paid maintenance contract from what ******* verbally told me. I called Monday and Tuesday multiple times let lots of messages for ******* and the General Manager with no response until Wednesday. Wednesday ******* called me and was surprised I was tried to reach him and was completely unaware about my complaints. He said he would have to reach out to the ***** rep and would get back to me. He called be back on at around 12pm and stated he did sell me the wrong contract for the vehicle I purchased but would upgrade be at no charge to me to the correct contract. I told him to send me the correct contract and I will call him back by 3pm to let him know if I would to still cancel this or allow him to upgrade me. Today is Friday near 1pm, I have left again lots of messages and still no response from anyone at the dealership. I would like to cancel the pre paid maintenance as the new contract he sent me is still different from what he verbally said.Initial Complaint
Date:12/28/2022
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Mopar Vehicle Protection plan *********** plus 84 months / 125000 Miles Plan Cost $2276.30 with $100 deductable Vehicle VIN ***************** Customer # ****** This extended warranty was purchase on 07/03/2021 as an extended warranty for 84 months / 125000 miles as shown on documentation uploaded. I have spoken to the GM at Koons Tysons and other finance managers and they are all telling me that my warranty expired a few months back on 2022 which makes no sense at all since i had only had the vehicle for a little over a yr now and it still has 62000 miles only. I want them to honor the contract and issues any refunds for previous services done to my vehicle which i got charged for and paid for out of pocket.Initial Complaint
Date:11/11/2022
Type:Sales and Advertising IssuesStatus:UnansweredMore 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.
While purchasing a used vehicle from the Koons dealership I was unable to complete an inspection in Pennsylvania due to the Koons dealership neglecting to file an application for registration in PA. As such 30+ days had passed until I was able to acquire registration for an inspection. During the inspection, the dealership noted 2 tires would not pass PA state inspection with a tire depth of 1/32 & 2/32. After attempting to contact the dealer it was noted that due to too much time passing they could not provide any help even though I was unable to get a PA inspection until the registration arrived. (Note: Buyer guide includes notes that a tired with 2/32 tread or below is listed as a major defect) Sept 27 - vehicle purchased Sept 29 - Submit another request for PA Registration OCT 21 - Koons ask for insurance to submit for PA Registration Nov 08 - Registration delivered Nov 10 - Inspection performed and failed Nov 11- Contacted Koons dealer with no helpInitial Complaint
Date:08/29/2022
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased used truck from Dealer in April 2022 that took a week to get due to repairs being done to the truck for it to pass inspection and when we went to pick truck up one of the things that failed on inspection was taillights bulbs and had to stop on the way home and buy bulbs because the taillights weren't working which we picked the truck up at 8pm then had to take the truck to the shop locally because front tire issue and come to find out the tire Rod end they had replaced because of inspection was replaced with a larger part and cut to make fit have pics of parts as well as old parts in possession contacted dealer to tell them they asked me to send email of pics and statements I did contacted ***************************** since then no response from anyone left several messages as well as emails and not one response from anyone purchase this truck for our 19 year old very frustrating that a dealer did this have over $700 in parts that was supposed to be done because of those things failing inspection including replacing bulbs this is not a reputable dealer
Koons Tysons Chrysler, Dodge, Jeep, Ram is NOT a BBB Accredited Business.
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