Koons Ford Falls Church, VA Purchase defected car Koons continuously lied about fixing. still have the car going on 15 days Falls Church Virginia

‘Hello,

   The following is the problems I have had with Koons Ford Falls Church, VA.

   I purchased a 2013, Ford, Mustang from Koons Falls Church Ford on 10 April 2016.  Approximately 45 minutes after leaving the dealership, I began to notice the speedometer was indicating I was going 15 to 20 MPH faster than my actual speed.  I took my car back to the dealer on 11 April 2016, the very next day (Monday) to get it fixed. 

   The Service department said it wasn’t likely that my speedometer was wrong but they will check it and I could pick it up at the end of the day.  I came back at the end of the day and was told they could not find anything wrong after performing their checks.  After insisting something was wrong they kept my car overnight to do more test and informed me that they will call in the morning with an update. 

I called back Tuesday afternoon and was told they discovered the problem and the speedometer was indicating 20 to 30 MPH faster than the car was going.  They said they were going to change sensors to fix the problem.  The service dept. said they know the problem but the manager would not authorize the part.

   Since I didn’t get a call the next day (Wednesday) I called and found out their fix action did not work and they were talking to the Ford engineers and checking to see if there were any recalls and they will call right back.

Could not get in touch with anyone Thursday.

I called back (Friday) to check the status but and was told they are still working on it with the engineers.  Around 5PM I received a call that they found the problem and I could pick the car up Saturday afternoon.

(Saturday) I went to pick the car up but no one could find the car or the tech that was working on it and there was no paperwork, just keys.  30 minutes later I noticed a car in the parking lot that looked just like mine so I checked the temp plates and told them where the car was parked.  The front desk clerk had the key and told the other tech he didn’t have any paperwork but they gave me the car after reaching the tech that worked on my car.  I told the clerk that I had to return the rental car that they gave me and he gave me directions to Enterprise. 

I finally got to Enterprise and found they were closed.  I found another Enterprise up the street and they were closed also. I called Enterprise and the closest store was in Manassas.  I drove back to Koons and told the clerk that the store he gave me was closed and the other store down the street was also closed.  I asked could I keep the rental on the lot until Monday.  He informed me that I could have given him the keys and apologized for not letting me know I could of dropped them off with him in the first place.

 On the way home I noticed the speedometer was going at least 10 miles faster than the car.  I called back (Sunday) but the tech wasn’t in.

(Monday) called to inform them of the problem but could not get in touch with anyone.  So I called the user car manager (David Song) to express my outrage of the recurring problem.  There was no answer so I left a message to call me back.  No one responded so I call back the next day, which was Tuesday.

  (Tuesday) when I called I was put on hold for several minutes then the line went dead.  Called back and they told me they will call me back because they were trying to figure out the problem and the tech was talking to the manager about the car.  No one returned my call so I called the used car manager again but didn’t leave a message. 

The next day I called back and was put on hold for a while and I keep getting a ring back and telling the operator I was holding for the tech. Either Martin or Kristen.  When I finally got some one that would help, she told me to bring the car in, since I was in Maryland and it was the end of the day I told them I will bring the car in the next day.

(Thursday) I turned in the car and they gave me a rental and was told I will get it back the next day with a call.  I had to get back to work for an important meeting so I called the manager again and received his voicemail, on it I told him I wanted to return the car and to call me back.

I started looking online for someone else to help with my problem and I saw a car from another Koons dealership.  I called and asked about the 7 Day Exchange, they said I would have to bring the car in so they can look at it.  I told them what was happening with the car I purchased since it was from another Koons dealership.  They said that they didn’t want the car because they would have the same problems. And adived me to call the comptroller

Called the manager again and I also left a voice message and called the comptroller and briefly explained what happened on her voice mail.  It was around 5 PM on a Friday so I guess that’s why I haven’t received a return call.   

No one called Saturday or Sunday.

Monday – I called the Comptroller and explained what happened and she said it was the first she heard about and she has a meeting with all the managers at 1100 and said she or someone will call me back.  The used car manager finally called back at 6PM and left a message saying, “I cleared the Service guys to fix everything for you and just want to come to a clear cut resolution”

Tuesday – Called back and left a message to call me back twice.  Then I left a voicemail with the Comptroller saying, I left two messages for the used car manager David Song and he hasn’t called me back, this is totally unacceptable and bad business, please call me back.

   So far I had to take 8 hours of unplanned leave and wasted one of the best Saturday’s of the year picking up a car that wasn’t properly repaired. The first time dropping it off the car had a half a tank of gas and less than 49,800 miles on it and received it back with over 50,000 miles and on “E”.  The second time I dropped it off there was a full tank.  I’m done with the car, dealership and the customer service or lack thereof. 

   I went online and filed a complaint with Ford Inc. and they emailed me back and passed my compliant to the general manager of the dealership.  David called me back the next day because of that and said “what can I do for you, it was a miscommunication with the Service dept. because I authorized the repairs.”  He said they can order the parts and fix the car.  I told him that should have been done 2 weeks ago and you had me miss time at work and waste time picking up a car they knew wasn’t fixed. 

   He offered me free oil change for a year.  I told him I don’t want the car and he said that is fine we don’t want you in a car you don’t want.  I said I’ll call you back and he gave me his email.  After my meeting I emailed him and said I don’t want the car and let me know when I can get my personal items out the car.

I called to confirm he received the email and he tried to talk me in to buying another car from him.  I said no so he said he will call the bank and reverse the loan.  He quoted the wrong lender.  Wasn’t 100% sure he was wrong because the paperwork was in the car that I haven’t seen in over a week. 

The next day I confirmed with the correct lender and they said that they still haven’t received the paperwork so the loan hasn’t started.  I called Koons accounting dept. 4 times and no one called me back.  I called and emailed David and still nothing.

(Saturday) I tried calling the account dept. and David several times with no luck.  Finally I was connected to the general manager and left a message. It has been over 20 days now and the service hasn’t changed to spite all of my complaints.  I can’t see how Koons stayed in business with the unprofessional service they provide.  I would not recommend them to my enemies.