Business ProfileforKoons Hyundai of Woodbridge

My experience with Koons was miserable. I visited January 6 on rainy day to test drive a 2021 Lexus. Sales consultant Shah wasn’t attentive. He took my license and let me test drive the car on a back road. I eventually moved forward with the purchase after talking with finance. A few days later while driving at highway speed without rain, I noticed the car shook when I slowed down, hesitant to stop. I work from home so I hadn’t driven the car much. My brother confirmed my suspicion the following weekend that my rotor’s were bad. I made an appointment to take the car to Lexus for a diagnostic the following Saturday January 27. Lexus confirmed it was my rotors, and since I only had the car for 3 weeks, 250 miles, they suggested I take it back to Koons. I drove straight there. My sales consultant Shah, told me it’s a busy and he would call me Monday once he spoke to the service manager. I requested his business card. He declined and insisted he would call. Monday came, no call. Tuesday I called Koons and asked to speak to him or a manager. I was transferred multiple times, no answer. I decided to take the 30 mins drive there. Again, Shah immediately said the service manager wasn’t present and he would call me. I declined. He asked for documentation from Lexus and took it to the sales manager. After a wait I called over sales manager Naim to explain to him the issue. Naim talked to the service manager, and told me Koons could pay half the repair cost and provide me a loaner. Due to frustration I accepted. I returned 930am Wednesday January 31. Shah gave me paperwork and took my car to the back. I waited a total of 4 hours before I got an update about the repairs needed, price and loaner car. Finally, Naim confirmed I needed front rotors and offered me a loaner car. Shah came with a key, paper work and took me to the loaner. He immediately said excuse the dirt. The car was filthy. I requested another car from Naim. My car was ready at 530pm. I picked it up the next day.