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:01/27/2024

  Type:Service or Repair Issues
  Status:

  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 purchased a vehicle on 4/1/2023. As part of the purchase, we also purchased a pre-paid maintenance plan. We asked if we could use the maintenance plan at any Hyundai dealer, and were told that we could. When we visited a different dealer to use the plan in June 2023, we were told that they could not see our coverage in the system, and we paid out-of-pocket for the service. It was determined that the incorrect type of maintenance plan was issued on our vehicle. I contacted Koons multiple times in July (4 emails) and August (2 phone calls that went un-returned or unanswered). I finally received communication on 8/15/2023 at which time they canceled the previous plan and issued a new, corrected plan. They also refunded our out-of-pocket costs that resulted from the coverage not being in place. On 12/8/2023, we attempted to use the maintenance plan again at the same dealer as June 2023, and were told that we still did not have the proper coverage in place. We again paid out-of-pocket for the service. I contacted Koons Hyundai via email on 12/27/2023 to request action to ensure the proper coverage was in place, and for reimbursement of the additional out-of-pocket costs. I have not received a response as of 1/27/24.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  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 a 2020 Hyundai Sonata new from Koons of Woodbridge Hyundai on 05/26/2020. I purchased an extended warranty (Gold level Agreement #PE865970)) from the company that same day in the amount of $1,900. I have the thumb drive given from the dealership with all of my paperwork from that day. I'm now having issues with my vehicle and find out that they did not submit the warranty paperwork to the company and that an extended warranty does not exist. Over the last 7 days I've called and left messages multiple times. Emailed the general manager, chatted online with associates and talked to people in their finance department only to have them put me on hold and never return. The general manager has not contacted me back after several attempts. I want my warranty and want other to know that they take your money and falsify paperwork just to sell a car and not give you what you're promised.

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  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 bought a 2014 ***** ********* with 70,000 miles on in 06/18/23 I took the truck to a *************************** on Aug, 7 2023 with 75,000 miles on it because it had a ticking/knocking noise. It was estimated that it was a lifter but upon diagnosis it was a spun rod bearing and was told that meant the truck needed a new engine so we contacted the warranty department and they are covering most of it but told me I was to pay around $3000 out of pocket. I do not see how it is fair to me to have to pay that for a truck that I have not owned 6 months nor put 6,000 miles on yet. I called the selling dealership, koons hyundai of woodbridge VA, about some kind of resolution on Oct 20, 2023. I asked to speak with GM of sales *********************** and was told he was on vacation until Monday the 23rd. I said that's fine I will leave him a voicemailand asked the person at the counter if he could leave him a note to call me first thing Monday morning. This is when the unprofessionism starts. I called at 9am that Monday and was told he did not arrive until 10 so then from 10am to 330 pm I called every 30 min before I finally had to get very angry on the phone and threaten a lawyer just to speak with him. He reached out to the ***** dealership only to tell them "it is not our problem". I then called the corporate office only to be told sorry he acted unprofessional but it is not our problem.

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  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.

  my car was pick up by *** on 5/22/2023 deliver to **** *************** wood bridge VA  about 12:23 pm. Koons wood-bridge ******* on may 22 call dealership to confirm car was deliver it was per *************** he said take a couple days check car and put in systems and to reach out to *** ****** for approval on 6/24/2023 i got the approval and parts was order june 6/30/23 on 7/19/23 dealer got parts i been calling dealer one a week for update still to date no resolve call for legal help has not responded to my legal help emails at all . im still making payment to *** ****** and **** ******* is my lien holder

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  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 I may be pleased with the vehicle, the experience was far from pleasant, and I am not completely satisfied. The vehicle has failed the ************** Inspection. According to the Sales Consultant (****), Sales Manager (******), and Business Manager (*****), the vehicle passed the ********************* Inspection before the purchase. The vehicle failed due to the following:Windshield Cracks Due To Rock Damage (Replacement Required)The third Brake Light is not operational (Third Brake Light Assembly Failed Due To Water Intrusion)Parking Brake Pedal (Replace Parking Brake Pedal Rubber Pad)Rear Brakes (Replace Pads/Resurface Rotors)Washer Spray Nozzle (Washer Spray Inoperable)What concerns me is that according to the ********************* Area 67 ************* (*******), the listed items would have also caused a failure in ********. The Buyers Guide provides a Limited Warranty that covers 50 % of the labor and 50 % of the parts for the covered systems that fail during the warranty period. I am requesting that Koons Hyundai of Woodbridge honor their Buyers Guide and reimburse the cost of the repairs needed to pass inspection.In addition, I was assured repeatedly that the vehicle would not be ready for purchase until Saturday, July 15, 2023, due to the following repairs being completed and the vehicle cleared for purchase:1.Replacement of Valve Cover and Gasket due to oil leak 2.Replacement for Front and Rear Brake Pads and Rotors Naturally, I was surprised when the replacement of rear brake pads and rotors was necessary to pass inspection.In addition to this terrible sales experience, I have spent over a month trying in vain to contact ANYONE from Koons regarding the Warranty Claim. Text messages, emails, voicemails, and yet no one from Koons, except *********************, has replied to my messages. There seems to be no accountability from the Sales and ******************* once a transaction has been completed.

  Business Response

  Date: 01/12/2024

  From: ******* Koons <**************************************************>
  Date: Thu, Jan 11, 2024, 6:52 PM
  Subject: Re: Koons *************** - Business ID# *********
  To: *********************** <***********************************>
  Cc: *********************** <*********************************>

  #********
  This is not our location. We do not own a Koons location in ********. Please direct this to the Koons franchise based in *************, **. 
  

  
  

  Business Response

  Date: 01/28/2024

  Can you confirm that this is for Koons ****** Chevrolet Buick GMC in ******, **?  I do not have record of this.  It appears it is for Koons Hyundai in Woodbridge, **.

  Customer Answer

  Date: 02/05/2024

  Attached are the requested documents for Complaint ID: ********. Please feel free to contact me should you require any additional information.

  Sincerely,

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

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  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.

  Had my *** in 4 times in for repair and solving a issue. Car not even last a week before breaking down again with the same Issues. Talked to costumer relation , got told a couple times service director will give me a return phone call to solve the issue. Never received the return phone call back . I paid a lot of money to them to repair and fix the problem , but always get my car back with the same issues and never got fixed. We got stacked on the side of the rode with a crying 6 year old child in 90 degrees after there said the car was fixed. It seen to me there not to much care about costumers after there sale. This is just rediclus , if a service director can not even take care a problem and not return the promised return phone call. I also would like to know who else both the service director and costum relation I can get in contact to fix and complain regards this matter.

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  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.

  This company is the worst if you have a ******* or any vehicle. I would say. I've gone to a ******* dealership for all my maintenance for my 2013 ******** since I've had the car because I wanted to make sure that they will have all my records in their system so when something like this happens it is documented, and they can't say well you went to so-so place it is not covered. This place has had my vehicle since July 19th, 2023 when I had issues with the transmission and my vehicle would not move when placed in drive. For 2-days they had my vehicle and act like they couldn't find anything wrong with it, but somehow it passed inspection no issue. This place never contacts you about any updates you have to constantly continue to call up there or pop up to get them to answer your questions. So, when I went to go get my vehicle then all of a sudden it doesn't work. Mind you it was up there for over 2-days no call, email, or text for them. So here is begins. Now it's going on over a month and they still have my vehicle and they have not given me a loaner or even tried to pay for my rental while they supposedly do some type of test to send to ******* for them to approve my repairs. I call bs! I keep getting the runaround from the manager and the service guy who has been the worst people to work with. They act like it's no big deal that I've currently spent over a $1000 on rentals (and counting) because car insurance doesn't cover rentals for cars on mechanical issues. When this place was under ******* I didn't have any issues Koons brand is trash! And as I see on this site there are countless of customers who feel the same way. We bring our vehicles up there for maintenance and you tell me that you couldn't tell me not even a month ago while my vehicle was in the shop for routine maintenance something would be going out or anything big would happen soon? Who trained you all because this is ridiculous, and I feel like they continue to gaslight me!

• Initial Complaint

  Date:07/08/2023

  Type:Service or Repair Issues
  Status:

  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.

  Hello I purchased a vehicle from this place back in February as soon as I left and was almost home my check engine light came on. I was told first to take it to any koons once there and Diagnosed they told me to take it to ****. I told at **** that the koons in Woodbridge wanted me to travel back to them which is about an hour to leave the car, which I did. I asked them what the issue was because I just recently purchased the car and they didn’t give me an answer but they told me that the car will be ready for pick up the next day. I came all the way back up to Woodbridge and I had to pay $50 for transportation once I got there they gave me my vehicle and the check engine light was off. Once I got home again after driving back an hour my check engine light came on again. They assured me that they already put my warranty through so that I should take it to any jeep and they would fix it and my warranty will cover it. I then took the **** to Bethesda to a **** dealership and they worked on the vehicle . After everything was done and I got the confirmation from Woodbridge that they will be taking care of everything they never sent the check to Bethesda. Since I’ve had my car I’ve been without it for maybe a month and using public transportation and lifts to travel around but that the jeep is still contacting me for payment . I have all of the receipts and my lift receipts and I have text messages where they promised to pay. I also have a email from the **** in Bethesda which indicates that they also said that they will be paying for the charges and have not yet. Can you please help me so that we can get the money back and they can reimburse me for all of the pain and suffering I have it with this vehicle.

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  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 am extremely angry about my treatment in your service department regarding service on my 2015 ********************** My appointment was scheduled at 3:45 pm on July 5, 2023. Scheduling the appointment and the check-in on July 5: Last week, I clicked on your service special for a complimentary battery inspection on your website. I verified with your service department that there would be no charge for the battery inspection when I scheduled the appointment.When I arrived at 3:45 pm, the assigned service advisor, *************************, was not available. Another employee checked me in, and I specifically told the person that my appointment was for my free battery check.He made me stand for 15 minutes while he entered data in Clarks PC!Diagnosis:At around 5 pm, ***** informed me that the technicians diagnosis showed the battery not sufficiently charged and offered me two alternatives: 1. Leave the car overnight and a technician will charge the battery the next day. I remember the quote as being close to $198.2. Replace the battery the next day. I believe the quote for labor and parts was in the $450-$460 range.Since I had no ride home, I decided to check out and asked ***** to finish the paperwork. At checkout, he informed me that there was a service charge!!!I complained to ***** that the battery check was complimentary, and then spoke to your service manager, *******************************, who tracked down the employee who originally checked me. He gave no explanation for the discrepancy but said there would be no fee.Departure: ***** took me to my car but neglected to give me the paperwork associated with the battery service checkout!Request: Apologize for the service.Email me a copy of the paperwork associated with the battery check out, including a typed description of the two options recommended to me for the labor and parts for a total estimate of each option.

• Initial Complaint

  Date:05/25/2023

  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.

  On 4/25/23, I intended to buy a 2021 RAM Promaster van from Koons of Woodbridge, ***** but discovered this expensive van had only one key. Because I could lose or damage this key, I wanted to secure a second key for my wife's use. Because Koons did not have the second key, I was not going to buy this van or I was willing to buy this van if Koons orders the second key at $150 at my expense. Koons salesman ************************************* promised to order the second key and Manager *********************** approved his order at $150 on 4/25/23. Then, I paid $43279.28 in full to Koons of Woodbridge, ***** and bought a 2021 RAM Promaster van. However, Koons of Woodbridge held my car even after it received my full payment in its account. My wife or I had to call Koons several times to deliver our van. Additionally, because Koons did not inform me of any progress, my wife or I had to call or e-mail several times to order the van key. Finally, Koons agreed to send its key vendor to my house between noon and 2 pm on 5/24/25. However, not only he came so late, close to 9 pm, but also he could not make the key until 11 pm. My wife worried about he would make damages to the glove compartment box holder/base of my van because he tried to open it, even though he did not know how to open it properly in the darkness. My wife expressed concerns and asked him to stop working and come back to complete his job during the daytime. Because he failed to make the key until 11 pm, I had to ask him to stop, come back, and complete the key. My wife got too frustrated to sleep, sent her complaint email to Koons during the same midnight, and asked for a different skillful and experienced key vendor by this Sat and repairs if any damaged. Koons did not respond to us yet, making us feel like ignored. Even after a month of our payment for the van, Koons could not fulfill its promise of making the second key of my van. I don't know who will give me a key payment receipt because Koons never answered my question, either.