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Koons Alexandria Collision Repair Center

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22 Lifetime Reviews

5800 Edsall Road, Alexandria, Virginia 22304 Directions
Sales: (703) 823-6100

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22 Reviews of Koons Alexandria Collision Repair Center

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November 26, 2013

"BEWARE! Someone insured by Geico rear-ended my brand..."

- AMBD

BEWARE! Someone insured by Geico rear-ended my brand new car badly and Geico sent me here. Everything seemed fine when I got it back, even though it took 2 WEEKS to repair, instead of ONE. I went home, only to see that someone at the repair center had put a green dent/scratch in my door. I took it back the next day and they gladly fixed it. Everything was fine… for a moment. Just in case, I took it to my dealership and had maintenance look at it. They found: Koons put the wrong COLOR on my bumper (grey instead of blue!), didn’t replace the guard shield under my trunk that had been clearly ripped off (!!!), and the muffler was misaligned. BUT WAIT. THERE’S MORE. I then took it to another repair shop, the one my dealership sends its repairs to. Not only were there all the problems listed above, but MY EXHAUST WAS NOT COMPLETELY REPAIRED. They left things UNFIXED and part of the system still PUSHED INTO MY CAR! After so many promises from Koons that my brand new car would be returned to me as it was before the accident, I feel so ripped off and cheated that they would think these things would go unnoticed. The repairmen at Pohanka could tell the exhaust was still broken just by LOOKING at the car, before pulling it apart! Stay clear of this place. The employees are extremely friendly, but this is not the place to go for quality service.

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Recommend Dealer
No
Employees Worked With
n/a
July 11, 2012

"Worst possible experience. Rude, petty, service staff..."

- msinclair1343

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.

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Recommend Dealer
No
Employees Worked With
Scott
June 20, 2012

"Quick and easy and super friendly! They even gave me a..."

- gigigrrl

Quick and easy and super friendly! They even gave me a fantastic loaner! I would absolutely refer them to a friend or family member anytime.

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Recommend Dealer
Yes
Employees Worked With
Frank Saversky
February 29, 2012

"I got into an accident in 2010 and brought my car to this..."

- crazybassist

I got into an accident in 2010 and brought my car to this location. As a woman, it's hard to find an auto shop that will not screw me over and actually take care of my car the way I want and need it to be. Greg Bills was my estimator. He listened to my concerns and went over all the details. He seemed very knowledgeable about what he was talking about and what needed to be done. I could tell that was very sincere, honest, kind and helpful. I was very happy that he kept me adequately updated and informed on my repairs. I picked my car up, on time, and he then went over the repairs to make sure I was satisfied. I was very satisfied with the repairs; my car looked better than before. I got into another accident in 2011. I contacted Greg to let him know and he went out of his way to get my car in for repairs. His customer service excelled from the year before and I knew that I could trust him with my car again. I was more than happy to bring my car back to him. I was very satisfied when I got my car back, on time, and it was just like new again. Thank you so much and I hope I don't get into another accident. If I do, I will without a doubt bring it back to Greg and will refer him to everyone I know. Christin, at the front desk, had a great attitude and welcomes visitors with a warm friendly greeting. She was very efficient and knowledgeable about operations at the location. She was very friendly on the phone and just as friendly in person

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Recommend Dealer
Yes
Employees Worked With
Greg Bills, Christin Wiley
February 08, 2012

"I brought my new car in last summer after I clipped a..."

- AEViezca

I brought my new car in last summer after I clipped a parking post and the service was fantastic! The metallic paint job is flawless and you can't even tell there was ever a scrape. Plus, their service representative (I think his name was Frank) was just awesome! He was motivated, professional, kept me updated and overall a pleasure to work with. If you need bodywork, go to Koons!

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Recommend Dealer
Yes
Employees Worked With
Frank Saversky
Other Employees : Frank
November 13, 2011

"Absolutely terrific! Fast, efficient and very..."

- CPH0213

Absolutely terrific! Fast, efficient and very professional. The collision center scheduled my appointment, was ready for me when I arrived, processed my needs very quickly and with professionalism. My check-out was equally easy and pleasant with the car at teh door when I arrived. In addition to teh damage the car was there for, the body shoptook care of some little dings and nicks w/o being asked and w/o charging for which I am very grateful. Excellent customer care!

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Recommend Dealer
Yes
Employees Worked With
Stephen Daniel and Ms. Johnson
October 21, 2011

"From reception to departure, the treatment could not have..."

- syldoug

From reception to departure, the treatment could not have been better. Personal and professional. This includes the receptionist, who we believe was Christine. Car repair came out in excellent condition.

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Recommend Dealer
Yes
Employees Worked With
Jennifer Johnson
October 20, 2011

"Decided to go with Koons Collision of Alexandria based on..."

- weaverjohn

Decided to go with Koons Collision of Alexandria based on other reviews that I have read. I was not disappointed. My insurance agents were on site, enterprise was on site and the overall process went smoothly. Got an estimate of 3 days, dropped car off on a monday and got it back on a wednesday. A great suprise considering last work I got done at another collision center told me a week and it took 2 weeks with subpar customer service.

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Recommend Dealer
Yes
Employees Worked With
Frank Saversky
Other Employees : Frank Saversky
October 19, 2011

"Wow! These folks are efficient and customer friendly...."

- Julia1968

Wow! These folks are efficient and customer friendly. When I was waiting at the front counter, an employee in another office came out to help me so I didn't have to wait any longer. Victoria called me when they began the work and she delivered my car on time. Everyone was friendly and made me feel appreciated. The repair was looks great too.

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Yes
Employees Worked With
Victoria Arnold, Victoria Arnold
October 17, 2011

"Koons worked seamlessly with USAA insurance company and..."

- poogentry

Koons worked seamlessly with USAA insurance company and always kept me informed. The vehicle's damage was fixed on time and they even cleaned the vehicle inside and out before I picked it up. The Enterprise Car Rental in the same complex is extremely convenient.

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Recommend Dealer
Yes
Employees Worked With
Greg Bills
Other Employees : Greg Bills
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