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Report: #38475

Complaint Review: Bill Harned of Koons Ford Dodge of Falls Church - Falls Church Virginia

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  • Reported By: Washington District of Columbia
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  • Bill Harned of Koons Ford Dodge of Falls Church 1051 East Broad Street Falls Church, Virginia U.S.A.

Bill Harned of Koons Ford Dodge ripoff false promises Falls Church Virginia

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On Wednesday, June 12, 2002, I purchased a used 2000 Dodge Durango from your lot. Mr. Bill Harned, manager of the used car lot, assured me the day I purchased the vehicle that he would have noticeable scratches on this vehicle fixed as well as replace the custom muffler with a factory-made muffler. Mr. Harned advised me to make an appointment with him to bring the vehicle back that Friday, June 14th.

The time I spent test driving the vehicle and negotiating a purchase price with Mr. Harned was pleasant. The mannerism Mr. Harned displayed up to this time was acceptable and reassuring. In fact, Mr. Harned was kind enough to have one of his employees, Mr. Assane Wade, escort my friend and I to lunch and pay for it. Despite of such hospitality, one sign of suspicious behavior reared when I was in the finance department, with Joseph Messina, signing the paperwork for my purchase.

The conditions that were agreed upon by Mr. Harned and I were not relayed to Mr. Messina by Mr. Harned and, as a result, confusion arose. When Mr. Messina questioned me about the said conditions, he immediately called Mr. Harned to confirm. Instead of Mr. Harned properly explaining to Mr. Messina these conditions so that they would be included in the paperwork, Mr. Harned told me repeatedly on Mr. Messinas phone to just sign the papers and the work will be done!

When I refused, Mr. Harned came from his office to Mr. Messinas office to, as Mr. Harned phrased it, see what the problem was. When he came into the Mr. Messinas office, Mr. Messina left the office, which I found to be odd since the purpose of Mr. Harned coming to the office was to reiterate the conditions that were made. Again, Mr. Harned told me just sign the papers and the work will be done. I really had no other reason to not trust him because of the hospitable treatment earlier in that day.

I signed the paperwork without the conditions of the muffler and scratches being mentioned in it, after Mr. Harned reassured me and mentioned repeatedly that it was an inconvenience for him to walk from his office to the finance department to deal with this issue. It was at this time I felt the favorable impression I perceived of Mr. Harned was quickly being tarnished.

When I returned to the lot on Friday, June 14th, I entered the showroom at 9am and was the only customer there. Mr. Harned was hesitant in approaching me and did not acknowledge my presence until Mr. Assane Wade had to remind him that I was standing in front of him. Finally, Mr. Harned greeted me, with a pleasant demeanor, and directed me to Mr. Scott Stauffer, Dodge Assistant Service Manager.

Mr. Stauffer was very professional and efficient. He informed me that I must make another appointment to give sufficient time for the delivery of the factory-made muffler to the lot. I made another appointment with Mr. Stauffer for the following Wednesday, June 19th.

When I came back to the lot on the 19th, Mr. Stauffer, who met with me with a very informative and accommodating manner, to confirm the service to be performed. He mentioned that the muffler would be replaced that day with no reservations. But when I mentioned the scratches, Mr. Stauffers tone changed and he told me he needed to get in contact with Mr. Harned because Mr. Harned would be the one to take the vehicle elsewhere to have that part of the promised service done.

Nonetheless, Mr. Stauffer accepted the diagram I gave him of the Durango and the places where the scratches were. I was then given a rental car to use for the duration of the repair time. Mr. Stauffer called me later that afternoon to assure me that the muffler was replaced and the repair to the scratches is still pending. Mr. Stauffer advised me, again, to get in contact with Mr. Harned for this part of the service.

The following day, Thursday, June 20th, I called Mr. Stauffer and Mr. Harned. The receptionists at both places informed me that they were out for the day. I made another call that Friday, June 21st and finally reached Mr. Harned. Mr. Harned addressed me with a very annoyed and impatient disposition. It was at this time that he informed me that I must get in contact with my sales consultant, who I later found out was Mr. Assane Wade, who was responsible for transporting the vehicle from the current location (the repair shop) to Mr. Harneds office.

Because I was already aggravated and wanted this entire ordeal to end so I could enjoy my purchase, I did not respond negatively; I made the phone call to try to get in contact with my sales consultant.

When I called the lot back, the receptionist and other employees there told me that Mr. Wade did not come in for the last few days. I called Mr. Harned back with that information and his negative disposition escalated. At this time, he told me he had 150 customers that come through to buy cars each month and [he didnt] have time to tend to every little concern each customer had. He put me on hold and Mr. Curtis Ford, Manager of the new car sales lot, returned on the phone and told me that he would personally transport the vehicle to Mr. Harned so that the service could be done.

I thanked Mr. Ford and was very grateful that he made an attempt to rectify the situation.

Later that afternoon, I called to check the status of the service. Mr. Harned insisted that the service was done. He furthered mentioned that I could pick the vehicle up Saturday morning, June 22nd, and if at that time I was not satisfied with the service, that he would call the entire deal off. Before I had an opportunity to respond, he ended the conversation by abruptly hanging the phone up. I was infuriated, disgusted, and totally upset.

The question looming in my head was this: What would drive a person, in a customer service job position (not to mention a manager) who is expected to provide complete customer service, to conduct a business transaction like this?

Saturday afternoon, I went to back to the car lot to retrieve the vehicle. None of the promised work was done. Not one scratch was fixed and the vehicle was not washed. When I saw Mr. Harned, he told me to get my down payment from the finance department and the deal was officially off because I was unhappy with the results.

This is the fifth car I have bought and in none of my seasoned experience in dealing with car salespersons have I ever encountered such arrogant, inconsiderate and tactless performance. If this is the kind of treatment that is given to all of your customers, I am amazed that Koons Ford/Dodge is still in business. I am beyond disappointment with Koons Ford/Dodge.

Kenneth
Washington, District of Columbia
U.S.A.

Click here to read other Rip Off Reports on Koons Auto Dealers, Maryland

This report was posted on Ripoff Report on 12/17/2002 10:24 AM and is a permanent record located here: https://www.ripoffreport.com/reports/bill-harned-of-koons-ford-dodge-of-falls-church/falls-church-virginia-22046/bill-harned-of-koons-ford-dodge-ripoff-false-promises-falls-church-virginia-38475. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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