Worst possible experience. Rude, petty, service staff who are quite happy to capitalize on the fact that Northern Virginia has a relatively high proportion of USAA members. As a result, they are not particularly keen on being helpful because they know that the sheer numbers means that they will always have business, as long as they remain a USAA approved body shop. If you are a USAA member, and expect to be treated with the base respect one extends to another human being, DO NOT take your car here, because that is apparently beyond what these guys are capable of.
Three weeks ago, my wife was involved in an accident where she avoided a car that stopped without warning in front of her, only to be rear-ended and pushed into that front car, causing $7500 worth of cosmetic damage to the car. The accident occurred 3 hours or so from where we live. She took the car to a repair shop there, where they completed 85% of the work. They told her it was ready and she went to pick it up. She corrected several discrepancies on site, but didn’t notice that the several relatively minor issues remained—no power to passenger side door, headlight washers not functioning, hanging wires off the rear bumper, missing badging, and unrepaired muffler damage. Relatively minor things. We contacted USAA and after several places said that they couldn’t take the vehicle for 5 days, Koons said that they would be happy to take the vehicle today (a Wednesday) and would likely have the repairs completed by Saturday so that we could take the vehicle on our family vacation. The Koons rep was very helpful on the phone and said they could come in any time before 6:00 or drop it off after 6:00. My wife and I are both military officers, so it’s difficult to get away from work. I wanted to speak to the rep and show him the work that needed to be finished, so I told him that we would meet him at around 5:00.
My wife and I both arrived by 5:10 from different locations in DC. I started the paperwork. And we waited. At 5:30, a receptionist came by and told us that someone would be by in 10 minutes. We asked if we could leave the car as the phone rep initially suggested, because we had to pick up our son from day care. She said no, the rep had to see the car. At this point I explained to the receptionist that I didn’t understand why we couldn’t leave the care because when I talked to the rep and he said we could drop it off either before or after 6:00. She repeated that we couldn’t leave it and suggested that we come back tomorrow. I told her that we both work and we already left work early today to get the car to them. She again said that we couldn’t leave the car and that our options were to wait 10 minutes or come back tomorrow. We couldn’t wait because we would miss the pick-up time for our son, so I told her that we were leaving and taking our business elsewhere. My wife and I went outside where my wife reiterated to me that she just wanted the car fixed. I told her to wait with the car and that I would go pick up our son and fight back through rush hour to pick her up.
I left and picked up my son. After I got back in the car approximately 30 minutes later my wife called to tell me that the rep at Koons, Scott, told her that they wouldn’t be able to get to the car until sometime in August and that “maybe your husband [me] was right, Koons isn’t the place to have your car worked on. We are USAA’s top repair facility in Northern Virginia, so we’re really busy.”
I have no doubt that this rep, Scott, in refusing to take the car until “sometime in August” was punishing me for having the audacity to voice my displeasure with their lack of service. His unwillingness to take the car, despite another reps assurances that they could address these issues in time for us to leave on vacation, indicates to me that Koons is not particularly interested in customer service, and are instead happy to continue to feed off their existing status as a USAA-approved repair facility because of the high concentration of USAA members in Northern Virginia. His actions essentially translate to “hey man, we don’t care that you’re upset at us for not being able to get to you today. We’ll get to you, when we get to you, because there are 50,000 other USAA members in this neck of the woods who are lined up to give us their business, whether you do or not.”
As a result of Koons misrepresenting their willingness to conduct these repairs, my wife and I not only lost an hour of work, but we lost a whole day of finding a place which could do the repair work in our rapidly closing window, making it more and more unlikely that the work will be done in time for us to take the vehicle on vacation. I also have no doubt that these guys at Koons knew that, because I articulated it to both the USAA adjuster and the rep at Koons I talked to earlier in the day.
I logged a complaint with USAA and while I doubt that my individual experience will have any measurable impact on Koons, I hope that if you’re reading this and are a USAA member and need repair work on your vehicle, you ask USAA to find you another service provider. These guys are the worst.