I had a small misunderstanding about the repair of my car. I left the dealership really angry even though they gave me a free oil change and a partial refund. The management called me the next day and apologized and explained the situation. They were very courteous and very professional. Though I had a mixed experience, I will probably go back again.

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Monday August 23 starts as a lovely sunny day. My wife and I are promptly picked up at 10:00 Am by our salesman Earl Jones and are driven to the dealership to pick up our 2010 Chevrolet Equinox that was ordered in May. The SUV is sitting out by the dealership all clean and shiny. We are taken inside and told to take a seat as Earl has to finish with another customer. After several minutes he comes over and tells us that the paper work is being prepared by Mr. Marine, the sales manager. We are offered drinks by Mr. Jones which we accept. As we sit there we observe Mr. Marine on his computer, his telephone, and his walking to and fro while he is working on our paper work. After about a half hour he comes over and introduces himself and says there are some delays but he is working on it. Later Mr. Jones comes over and asks us how we are paying for the vehicle. In May we had told him that we were leasing the vehicle. It was in his notes as he had given us several figures depending on how much we had put down. He then tells Mr. Marine who appears to be surprised that we are leasing. This appears to cause more delays. He later tells us that he had no idea we were leasing and had to do paperwork all over again. We wondered why we had spent all the time in May discussing the price and financing of the vehicle. It is now approaching noon and my wife has a medication to take that is time sensitive, we had no idea picking up a vehicle would take over two hours. So, we get a dealer plate and take the vehicle home to get the pill and return to the dealership. We "complete" signing the papers and go out to the vehicle to set up OnStar, this takes a while but goes well. It is now afternoon and we are hungry for lunch, in May we were offered lunch by the dealership, now that we had the vehicle, no such offer. We leave for lunch and return in about an hour to finish getting instructions on all the vehicle controls. Mr. Jones is not available so another salesman comes out and shows us all the controls and how to work them. It is now the middle of the afternoon. We go home and I decide to finally look at the lease contract in a non stressful environment. I noticed two major mistakes. First of all we thought we had the credit union price, as we had re done our prior authorization that morning at the dealership, it was not on the contract. Secondly, to close the deal Mr. Marine had offered us the Smart Care program as a goodwill gesture to close the deal as the money factor from Ally had been raised since we received our original quote in May and we were not happy. No one had explained the money factor was not fixed until the car would be delivered, another example of lack of communication from the dealership. Well, on looking at the contract, the "goodwill gesture" was added as a charge, not really good will. I then called Mr. Marine, who quickly recanted on the listed price, "it was a transposition of numbers" sure it was? The numbers are totally different.As for the Smart Care, he tells me it was not offered fro free it was just to lock in the price of oil changes for 36 months.Again, sure? I told him to make a new contract with the new price and to remove the Smart Care and we returned again for the fourth time that day to Koons. When I entered the dealership, Mr. Marine wants to shake hands as a friend. I told him I do not shake hands with liars and just want the deal and we go back to the finance office and sign the new contract. On the way out a repentant Mr. Marine stops us and tells us that we can have the Smart Care for nothing, we had just misunderstood his verbiage, I know, there is no such word, guess it means "when I lie and get caught, I will correct the problem." Since we had spent the entire aggravating day at the dealership we accepted his offer, returned to the finance office and received the Smart Care program. If a dealership as large as Koons can do this to a customer, it is positively frightening how many people must be being taken advantage of. I did notice that GM had closed Bill Heard Chevrolet in Florida for such practices. I really wonder if our case is isolated as there was no communication between Mr. Jones and Mr. Marine, which stressed Mr. Marine or should such a busy dealership be able to handle a situation such as our with out such treatment to the customers.

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I just want to start off by saying. I sincerely appreciate what Brendon Wright as my 2nd salesman who tried to make the situation right by trying to be some what understanding as everything started to unfold. He was the only person out of the entire staff who tried to resolve the situation but once the situation escalated there was nothing he could do. If it wasn't for Brendon Wright I honestly wouldn't have tried to give the dealership a chance again after Barkary Darbo clearly did not have any information about the brand he is in fact working for. Instead of listening to the consumer which in this case me, he simply had all the answers when in fact he did not.

Below is the entire situation with KOONS GMC CHEVROLET BUICK DEALERSHIP that still has not been resolved. Being an active duty US Marine, this is simply unsatisfactory and an unfornate situation I had to go through. I have all the documentation, pictures, paperwork and will be seeking other courses of action. I have given the dealership from 12/20/2012 to make the situation right and yet as of 1/3/2013 nothing has happened on there end other then false hopes and uncertainty.

I WENT ONLINE TO INQUIRE ABOUT BUYING A CAMARO 2SS/RS 1LE ON KOONS GMC CHEVY DEALERSHIP SITE ON 12/18/2012. SALESMAN (BARKARY DARBO) WAS RUDE AND TOLD ME VEHICLE DID NOT EXIST AND WAS CONCEPT MODEL, PROCEEDED TO SAY HE'D BEEN WORKING FOR 9 YEARS AND HE KNOWS WHAT HE IS TALKING ABOUT. I TRIED TO EXPLAIN TO HIM IT WAS AN ACTUAL PRODUCTION MODEL AND DOES EXIST. I TOLD HIM I WOULD CALL HIM TO SPEAK TO HIM AS THE INTERNET CHAT WASN'T BEING HELPFUL. I CALLED AND SPOKE TO HIM AND THE CONVERSATION DID NOT LAST VERY LONG AS HE TRIED TO EXPLAIN TO ME IT WAS NEVER MADE AND COULD BE ORDERED. HE WAS RUDE AND I HUNG UP THE PHONE AS I FELT THAT I NEEDED TO TAKE MY BUSINESS ELSEWHERE. (INCIDENT OCCURED 12/18/2012)

I RECIEVED A PHONE CALL FROM A SALESMAN (BRENDON WRIGHT) ASKING ME WHAT WENT WRONG FROM THE PRIOR DAY. I EXPLAINED TO HIM WHAT I HAD BEEN LOOKING
FOR. HE PROCEEDED TO TELL ME AND HAD AN UNDERSTANDING OF WHAT I WANTED. HE WROTE DOWN MY INFORMATION AND SAID HE'D SPEAK TO ME IN A FEW MINTUES.
HE THEN CALLED BACK AND WE BEGUN EXCHANGING TEXT MESSAGES IN REGARDS TO THE REBATES THAT I TOLD HIM I QUALIFIED FOR. I MENTIONED TO HIM THAT
I WAS ACTIVE DUTY MILITARY, I HAD THE GM PRIVATE OFFER OF $1,000 AND GM HAD A $500 CONSUMER REBATE WHICH BOTH EXPIRES ON 12/31/12 AND I WANTED TO TAKE ADVANTAGE OF THOSE OFFERS BEFORE EXPIRATION. I ALSO MENTIONED THE GM PERFERRED PRICING WHICH I WAS ELIGIBLE FOR. HE RAN THE #'S AND WE'D AGREED ON THE VEHICLE PRICE OF $40,707.91. HE NEEDED TO SEE MY APPRAISAL. I APPLIED FOR THE LOAN THAT NIGHT WITH THE ASSUMPTION THAT I'D BE ABLE TO GET $25000 FOR TRADE IN VALUE WHICH WAS "NOT PROMISED" BUT ASSUMED. (INCIDENT OCCURED 12/19/2012)

LOAN WAS APPROVED AND CHECK READY FOR PICK UP THROUGH NAVY FEDERAL. PICKED UP LOAN FROM QUANTICO NAVYFEDERAL. I ARRIVED AT THE DEALERSHIP AT 115PM WITH CHECK IN HAND. VEHICLE GOT APPRAISED FOR $23000 WHICH I EXPLAINED WAS WAY TOO LOW. HE THEN PROCEEDED TO UP THE PRICE TO $24000, THEN WE AGREED ON THE VEHICLE TRADE IN OF $24,800. I WAS TAKEN TO THE FINANCE MANAGER (WAYNE CHASE) AND SIGNED THE BUYERS ORDER AND HAD TO MAKE UP $381.24 IN CASH. I WAS TOLD THE VEHICLE WOULD BE IN ON 12/21/2012 AND PICTURES WOULD BE TAKEN ONCE IT ARRIVED. I EXPLAINED TO THE DEALERSHIP THAT I WAS GOING OUT OF TOWN AND WOULD BE BACK ON THE 12/26/2012. THEY AGREED THAT IT WOULD BE FINE AS LONG AS I PICKED UP THE VEHICLE ON MY RETURN PLUS THE $381.24. (INCIDENT OCCURED 12/20/2012)

WAS TOLD VEHICLE HAD STILL NOT ARRIVED 12/21/2012 FROM BRENDON WRIGHT. (INCIDENT OCCURED 12/21/2012)

WAS TOLD THEY WERE HAVING ISSUES REGARDING SWAPPING THE VEHICLE. AND THAT THE GENERAL MANAGER WAS SICK WITH PINK EYE AND IT WILL GET SETTLED ONCE HE RETURNS. (INCUDENT OCCURED 12/22/2012)

WAS TOLD VEHICLE HAD STILL NOT ARRIVED (INCIDENT OCCURED 12/23/2012)

UPON RETURNING FROM OUT OF TOWN I RECIEVED A PHONE CALL FROM SALESMAN (BRENDON WRIGHT) THAT VEHICLE WAS NOT COMING. I FOUND OUT WHAT DEALERSHIP IT WAS LOCATED AT
AND CALLED SPORT CHEVROLET, SILVER SPRINGS, MD. I SPOKE TO THE SALESMAN (J.P) IN REGARDS TO THE SITUATION. HE EXPLAINED TO ME THE VEHICLE WAS NEVER SOLD TO KOONS GMC BUICK AND SINCE THEY DO NOT HAVE ANOTHER MODEL TO SWAP THEY WILL NOT DO IT. HE EXPLAINED TO ME THAT THIS WAS SAID ON 12/20/2012. I TOLD HIM I HAD A BUYERS ORDER AND A LOAN SPECIFIC VEHICLE WHICH WAS CURRENTLY IN KOONS GMC CHEVY POSSESSION. HE TELLS ME THERE IS NOTHING HE CAN DO ON HIS END BUT HE CAN TRY TO MAKE SOMETHING HAPPEN. I THINK ASKED HIM I JUST WANT THE VEHICLE AS I'M SLATED TO MAKE PAYMENTS ON 2/12/2013. HE TELLS ME HE'LL HAVE TO SPEAK TO HIS SALES MANAGER. HIS SALES MANAGER CALLS ME BACK AND EXPLAINS THAT HE WILL NOT GIVE THE CAR TO KOONS GMC CHEVY AND BEGINS TO TELL ME HOW RARE THE CAR IS. HE BEGINS TO EXPLAIN TO ME THAT ADM IS $5K FOR THIS CAR AND THEY'VE NEVER SOLD THIS CAR FOR BELOW MSRP EVEN THOUGH I'M ELIGIBLE FOR GM PERFERRED PRICING, THE GM PRIVATE OFFER OF $1,000 AND THE $500 CONSUMER REBATE. HE ASKED ME IF I WAS MILITARY I SAID YES, SIR. HE THEN TELLS ME ABOUT HIS PAST MILITARY EXPERIENCES WITH FAMILY. HE OFFERS ME AN APPRAISAL. I EXPLAIN TO HIM MY CHECK IS CURRENTLY WITH KOONS WITH THE PAPERWORK I HAD FILLED OUT. I GO TO KOONS GMC CHEVY RETRIEVE THE CHECK, PAPERWORK THEN GO TO SPORT CHEVROLET. UPON ARRIVAL THEY APPRAISE MY VEHICLE FOR $21,100 FROM AN AUTOTRADER.COM PRICE AND ASK ME IF I EVER CONSIDERED TAKING MY TRADE TO CARMAX. I EXPLAINED TO HIM YES I HAVE WITH A PRIOR VEHICLE AND THEY WERE INACCURATE AS I GOT MORE FOR MY TRADE AT ANOTHER DEALERSHIP. HE TELLS ME THAT THEY CAN NOT HONOR THE PRICE ON THE BUYERS ORDER FOR $24,800 TRADE-IN AND THEY DO NOT UNDERSTAND HOW THEY GOT THAT FIGURE. I SPOKE WITH THE SALESMAN J.P AND THE MANAGER AND COULDN'T COME TO AN AGREEMENT FOR THE VEHICLE WHICH WAS SOLD TO ME FROM KOONS GMC CHEVROLET. J.P SAID HE CAN TRY AND MAKE SOME CALLS TOMORROW AND CONTACT ME IN THE EVENING ON DEC 27. (INCIDENT OCCURED 12/26/2012)

GM CONSUMER RELATIONS WAS CONTACTED. EMAIL WAS LEFT ON WWW.GM.COM FOR FAILURE TO DELIVER PROMISE ON VEHICLE THAT WAS ON BUYERS ORDER WHICH WAS SIGNED. (INCIDENT OCCURED 12/26/2012)

LEFT A VOICE MESSAGE TO CONSUMER RELATIONS MANAGER OF KOONS GMC BUICK CHEVROLET 12/27/2012

LEFT A VOICE MESSAGE TO KOONS GENERAL MANAGER (PAT FORGARTY) ON CELL PHONE AT 5:59PM 12/27/2012

CALLED SPORT CHEVROLET, SILVER SPRINGS TO SEE IF ANY UPDATES IN TRADE IN VALUE. I WAS TOLD THEY ARE STILL WORKING ON IT AND HE'D CALL ME BACK. 6:21PM 12/27/2012

GENERAL MANAGER (PAT FOGARTY) OF KOONS CHEVROLET RETURNED CALL AT 9:13PM (EXPLAINED TO HIM THE SITUATION, HE SAID HE'D CALL TOMORROW) 12/27/2012

COMPLAINT THROUGH BBB WAS FILLED OUT 12/27/2012

AS OF 12:23AM 12/28/2012 THE CAMARO IS BEING DISPLAYED ON KOONS TYSONS GMC CHEVROLET WEBSITE WHEN THE VEHICLE WAS SOLD TO ME HOWEVER NOT AVAILABLE IN THERE PHYSICAL INVENTORY.

PHONE CALL WAS NEVER RETURNED BACK FROM GENERAL MANAGER (PAT FOGARTY) AND CONSUMER RELATIONS MANAGER OF KOONS GMC CHEVROLET BUICK OF TYSONS CORNER AS OF 1/3/2013.

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These people made me walk back 3 miles in the cold to the metro station after I didn't buy a car. Originally, they picked me up from the metro station, but after it became clear that I wasn't buying that night, they told me to walk back. Horrible business practice. Also, they tried to sell me a car for $2000 above MSRP, saying that the car was in such high demand that they had to overprice it (there were 30 of them in the parking lot).

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Best car-buying experience I've ever had! Everyone there was pleasant, helpful and my salesman (Gilbert Soyos-Chen) was awesome! He was friendly, knowledgeable and not at all pushy or hovering. I felt like I was taking to a friend. He was also honest and candid regarding pros and cons of various cars. The experience was so positive, my sister (who was with me and has always sworn she'd never buy a NEW car) went the next day and bought her very first new car! haha The financial person, Wayne was also awesome as well as the floor manager Ruben. Just a great group of people! I'd recommend this dealership and Gilbert to anyone in the market for a new car and will for sure! Thanks Koons GM!! (P.S....I was the FIRST to purchase the brand new 2013 Chevy Spark and I absolutely LOVE it!!)

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I needed to return a car at the end of lease. Call the dealer for an appointment. After few questions Brad decided that they can't help me. I insisted, arguing that the dealer that sold me the car was put out of business by GM, and from day 1 I had all the services and recalls taken care by Koons. Finally he asked me: "are you going to buy another car?". I answered :NO. Than he informed me that is no room on their parking lot. Before this answer I didn't know what replacement car I should get, right after I knew that won't be a Buick. I bought a Grand Cherokee and just to make a point a avoided their Chrysler dealer despite the fact that they made me a good offer.

For 4 years I used their service department and they were grate!

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This was my first car buying experiencing. I went in knowing what I wanted, and I received nothing but the best customer service. No gimmicks, no trickery, just straight up honest and pleasant salesmanship. They treated me like a VIP from start to finish, and I would recommend the Koons experience to everyone looking for a new car. My pleasant car buying experience was the perfect segue to the pleasure I get out of driving my new car.

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We negotiated on the purchase of a used car for about 24 hours. At 12:45 my salesman, Earl T. Jones Jr and I made a deal that I would meet him and I would sign papers to buy a used car. I had offered a credit card downpayment as a good faith gesture, which was declined. So ON MY WAY to sign the papers, I retrieved a voice mail from Earl, saying "they sold the car." and then CLICK, hang up.

DO NOT BELIEVE KOONS- Verbal agreements, or my impending purchase scenario above, MEAN NOTHING to Koons.

They sure WOWED me! THEY SOLD THE CAR THEY SAID THEY WOULD SELL TO ME. Oh, and after we showed interest in the car, the online price of the vehicle INCREASED by $2K overnight. I'm thinking their buyer was willing to pay the inflated price, so they SHAFTED me.

This dealership is run by CROOKS. The Gen Mgr, whose name I don't know, is a SNAKE. Mandu, the manager of Sales, lowballed my cream puff trade-in by $5,000, and basically INSULTED me.

DEAR CRYSTAL KOONS, your "family" really WOWed me!!

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The staff at Koons has been very nice, answering all of my questions, and providing me with reassurrance in regards to my vehicle. I traded in my 10 year old Jaguar for a "certified" Buick Enclave about 6 months ago in hopes of getting a family car that would accomodate a new mother to be (me) and to help the American Economy by investing in an American vehicle. I have had nothing but malfunctions, replacements of major operating units-(water pumps, window harnesses, you name it), and breakdowns leaving a pregnant woman on the side of the road in the cold. Two days after we purchsed the vehicle, I noticed that the roters would need replacing. My husband took the vehicle back to Koons and was told that they were fine. I then had to take the vehicle back a couple of days later where they then agreed that they were in need of being replaced. This was the beginning of continual trips to the service department just about 3-4 weeks since 6 months ago. The only positive news at this point is that I have gotten to know the nice Koons service staff & enterprise rental agents & that my vehicle is still under warranty. The whole experience with the Koons sales department was great, however, the quality of the certified vehicle that I have purchased from Koons should not be a reflection of the GMC/Buick line nor Koons that I have invested in.

In actuality, I would still like to speak with someone about how possibly GMC/Buick could help me with my vehicle at this time.

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The service department manager Justin, makes you wish you never walked in the door. I wouldn't have come back after a routine oil change for service on a warranty item except that I had already gone through the pain of having the information faxed from another location to his :(
It's a great location and nice facility. The front office staff (mrs jones is one) were very nice and very friendly. Justin has a condescending attitude or very poor sense of humor. Either way, as long as he is there. I will search out a different location to get my Yukon serviced.

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