Koons Tysons Chrysler Dodge Jeep Ram

Reviews 3

A

A Private User

Terrible service experience. Brought our 2015 Town & Country in for warranty work for a misfire problem with 23K on the the vehicle. Due to a problem with the phone numbers and website of the dealer that was close to me, I found Koons had a different phone number so I was able to get an appointment for 7 AM on Saturday, July 15th, which was perfect because we need the vehicle for appointments this week. Dropped it off the Friday before to make sure they would have it first thing for the appointment. Saturday, I tried calling multiple times using the service number and all I get is sent to a voicemail for the Director of Fixed Facilities. I tried calling the Sales line and get the story of that they are in another building and dont know what they are doing in service. Transferred by sales to the service line and get the same voicemail. Finally at about 2 PM I get a call from the service advisor and he gives me a sob story that they have been overrun with repairs and that my vehicle hasnt been looked at. Really? My car was scheduled for the FIRST appointment for the day! OK, so when. He says he will try to get it done Monday. Monday (July 17) rolls around and I call at 8 to see if it will get in. I am transferred to the service advisors voicemail and I leave a message. I call again at 9 and same thing. I call at 11:09 AM and get told that the service advisor called in sick! So I get sent to a different service advisor who tells me that he will have to check with the mechanics on the other advisors team and call me back. I say OK and leave my work phone for him to call. It is now 11:35 AM and no response! To say the least I will be surprised if my vehicle gets worked on today which will cause real problems for us due to appointments the rest of the week! I will NEVER bring any vehicle to them for service and I will NEVER buy anything from KOONS if this is the way I can expect for service after the sale!! UPDATE: No call received from service department. Called back. Got someone else this time. Told her that my service advisor was out sick and that some other advisor who did not give his name was going to call back and never did. She asked for my phone number to pull my file. She pulls it up and asks me to wait on hold for a moment. A couple minutes later she gets on the line and TELLS ME THAT MY SERVICE ADVISOR IS OUT SICK and that she will check on it. She verifies both my cell and work phone. 10 minutes on hold and the system kicks me out to the operator (Im guessing). I tell her Im waiting on hold for the service rep. She transfers me without a word to the main service line again. Because the service rep said she would call me back if we get disconnected, Im expecting a call back... That was now 15 minutes ago. So in the 10 minutes on hold and then an additional 15 minutes, you cant even find out the status of a vehicle??? UPDATE2: contacted Chrysler National via chat for additional help. The contact there was able to get through to the service department but he was sent to the Service Managers voicemail with a promise of a phone call. Still nothing. I called and left a message on the General Managers voicemail - no call back. Called service again and after 3 tries getting sent to voicemail, I FINALLY got a hold of someone and FINALLY got transferred to the Service Manager who said that they still havent looked at it and had no idea when they could but at least offered a loaner because it was warranty work.

A

A Private User

My experience with Koons begins with the car buying process which was awkward enough. I think I got a kid who was on day 2 or something and did none of the selling. I basically asked to give him my money but either way he was pleasant, courteous and the process was relatively straightforward and easy largely due to the fact I knew exactly what I wanted. Thats where the good customer service ends for Koons. I bought my cR in March of last year, in February of this year I went to take it for my second oil change. I asked for a tire rotation as well and when I got my car back, little did they know I actually had a tire with a slow leak that I had filled prior to the oil change (I just didnt have time to deal with it so I figured I would fill it and get it checked out when I had more time). So imagine my surprise when the slow leak reappeared on the exact same spot as it had before the tires were to be rotated. Unless they rotated 3 tires it didnt happen but they were happy to take my money. I called the next week and left a message, no calls back. I kept calling, leaving messages and even spoke to a manager in the car buying section who assured me I would get a call back. Nothing came. So it came around to the next time I needed an oil change and with bile rising because of my last experience I called them again. The only reason I proved to be a masochist is because the glue in one of the panels of my car was eroding and the panel was peeling off. So I figured Id kill 2 birds with one stone. Ha, joke is on me. I called and went through their automated system and got the call center to schedule an Appt. Well I was hoping to speak with someone in service about the piece of my car falling off, so I called back. I got the receptionist and asked to speak to a manager but she wanted more info, so I gave it to her. She then proceeded to explain to me the process three times, ok I get it but I still want to speak to someone. She explained the process of scheduling an Appt, getting the car looked at and seeing if it is covered by warranty etc, yea I understood what she said three times but she didnt either hear me or listen, I still wanted to speak to someone in service. Come to find out she was in service, the warranty administrator. I wanted to speak to someone who handles the service appointments and asked to speak to the guy who helped me the last time or his equivalent. Nope, not going to happen. So she finally passed me through to a manager, I leave a voicemail and am still waiting. My advice, go somewhere else, I hear the Fairfax Jeep is very good and I will be buying my next Jeep there. Unfortunately, Ive been a Jeep girl since I was little growing up in Detroit with family that worked for Chrysler so Ill be staying with the brand. Just going somewhere that appreciate their customers more.

A

A Private User

In regards to my recent experience at Koons Tysons Chrysler Dodge Jeep Ram: "I feel truly blessed that you (Laura Allen) approached me as I walked in the door asking how you could help. I appreciate all the time you spent with me and how you took the time to educate and inform me on all of my options and show me features of the jeep etc. You made this experience painless, efficient and it was actually fun! From my past experience searching for a car is something that I dread and between my experience with you, Patrick, Rob and even Jeff keeping me company in the lounge I must say my opinion of car shopping has changed. In regards to my accident, I want to tell you that I was extremely proud of my first Jeep Renegade, she was a trooper and took a hit at 50 mph like a champ. My mother and I were heading home one day when someone ran a red light and plowed in to my driver side. The side curtain airbag along with the seat side airbag deployed, the engine shut off automatically and the emergency brake turned on. While completely shaken and having no clue what had happened I remembered the red 911 button on the console and pushed it, within seconds I was connected to emergency personal who already knew where I was and asked me to confirm my location. I recall my father mentioning, after seeing the scene, that he was surprised we didnt flip or get put in to a spin, we simply got pushed with the impact. Come to find out, after meeting with you, Jeep has improved brake systems that compensate for forces being put on certain areas of the car. While we did take a good hit we both were able to walk from the car to the ambulance. I recall telling my mother within days of the accident that I was impressed with how secure I felt in my seat, I hadnt realized there was a seat airbag until a week later but between that and the seat belt the car held me firmly in my seat throughout the accident. While I loved my Renegade, I knew I didnt want that particular one back (as it was also deemed a total loss), given my experience I was confident, without a doubt, that I wanted another Jeep Renegade. Thank you for helping me find another great Renegade and allowing me to stay in the Jeep family! It was a pleasure meeting you and working with you. I will be sure to send anyone interested in a car your way!" If you are interested in a Jeep be sure to work with Koons Tysons! The were friendly, fun, timely and efficient to work with, I couldnt be happier!