Koons of Fredericksburg Complaint - Terrible service
FREDERICKSBURG, VIRGINIA -- My husband and I bought a 2007 Nissan Altima 3 weeks ago on Saturday from Koons of Fredericksburg. It was not ready to be sold. There was a large dent and paint missing from the rear bumper. There were also smaller imperfections in the paint and the car was not detailed. We really want the car, so we purchased it anyway, with the promise that the problems would be fixed. We scheduled an appointment for the following Wednesday. When we got the car home, the passenger air bag sensor light came on while my husband sat in the seat. I took of work early on Tuesday night so that the car would be there as soon as the dealership opened on Wednesday so that they would have all day to work on the car. When we arrived at about 7:15, the salesperson that was there had no knowledge or record of our appointment (it seems to me that they do not keep any record of appointments). He stated that the detail man would not be there on Wednesday, he did not know why, he just knew that he wouldn't be in. We explained the situation to the salesperson. He gave us his business card, stated that he would discuss the situation with the manager, gave my husband his business card, and took down our contact information. The following morning, my husband called the manager and left a message. Later that evening, my husband called the manager back since he had not responded and he said that he was just about to call him (seriously doubt that). My husband explained the situation to the manager, The manager stated that the passenger air bag sensor light would be inspected, the dent and the problems with the bumper would be fixed when we bring the car in on Wednesday and to come in at 8:00am. When we arrived on Wednesday morning at 8:00am, the only person there was a service person. We explained the situation to her, got her name, and gave her the keys. She said that she would explain everything to the detailer and have someone inspect the sensor. My husband called back to check on the car and the person informed him that the detailer had been fired and she couldn't find the paint guy, but she would look into it and give us a call back. An hour later, my husband called her and she said she was just about to call him (I wonder if it is in the handbook that when the customers call, which they always do since they don't return phone calls, just say " oh I was just about to call you"). She stated that someone checked the sensor light and said that it was OK and we should ignore it unless a light just on the dash (IGNORE the warning light on my 2007 Altima, I guess they just put it there for decoration) and she would call the Nissan dealership to ask them how to fix it. She also said that the other detail man can do the car, but wanted to know if we could leave the car there until the next day so that they had time to detail it and she still can't find the paint guy, but she would check on that and then call us back. My husband called back later that evening, and she said that the car would not be detailed because if they detail it, the paint man is just going to get dust in it, so they would have to detail it again. The appointment was cancelled and no one was able to get in touch with the paint man. When we arrived to pick up the car, we got our tags (which we had to put on ourselves) and talked to the detail man(him and one other person where the the only people in the place with great customer service skills), explained our situation and he stated that he would talk to the manager and try to resolve the issue even if they to use a different paint guy. Today, Friday morning, I get a text message from one of my references and a call from the other two stating that someone from Koons called them and stated that I should call her back and that the message was urgent. When I called her back, she stated that we needed to give her the title for the trade in. My husband told her that they would get the title when the repairs were done on the vehicle (knowing that he had already given the title to the person that picked up the vehicle). We called back in the afternoon to complain about them contacting my references and received no apology. She just said that she found the title. Frustrated with all that is going on, my husband explained some of the situation to her. She stated that the manager and the owner already discussed the situation. So my husband asked to speak to the owner and was transferred to his voice mail so he left a message. That is where we are now. I am totally shocked by the level of low level of professionalism and lack of customer service all but two people in the whole business displayed. It;s not like I went to a mom and pop's dealership, this is supposed to be a Koons. They should probably change the name. I wish I had researched the dealership before I purchased a vehicle there. I would absolutely not refer anyone to them and will tell all of my friends to steer clear!! I am also looking into giving the car back and if anyone knows how I can go about that and if I even can without losing a boatload of money, PLEASE let me know!