Koons Collision Repair Center

Reviews 3

MI

Michael Sinclair

I would give them negative stars if I could. 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. Needed relatively minor repairs to fix a job started, but not finished by an out of town repair shop. 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. My wife waited with the car and 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.

A

Anonymous User

KOONS ALEXANDRIA STAFF EXTREMELY HELPFUL! Although Im not terribly happy with Geico at this time, the Koons Alexandria Collision Repair Center was EXTREMELY helpful. My Acura TSX was in an accident back in October 2010 and all of the issues from the accident were not addressed properly. Working with Geico to cover the repairs has been very exhausting, since there was a lot of back and forth as to what would be covered and was result of the accident. The Koons staff realized my concerns and dissatisfaction with my experience. In my last 3 visits to the Koons Repair Center, I entered a dissatisfied customer and left a satisfied customer thanks to the Koons Staff. Koons acted as a buffer for Geicos customer satisfaction short comings. Chris Huber was key in making sure that the compressor of the A/C was covered by taking photos and showing me the A/C compressor and how it wasnt possible for the piece to have broken from wear and tear. Jennifer is ALWAYS in a great mood and so helpful and accomodating. When I call in she gets my questions answered immediately, even if that means that she has to go down to the body part store; speak to the technician to see what time hed be arriving so I wouldnt have to wait longer than needed; and following up as I wait to make sure that I was updated on the progress of my vehicle. After realizing that Geico wouldnt cover the Actuator of the drivers door, Jennifer personally went back and pulled Greg Bills away from his work to see what he could do with my After Market alarm being disengaged and not reconnected after the repairs. Greg Bills was not the person I was assigned to work with at Koons through Geico, but he went out of his way to make sure that he saw me leave satisfied after he heard my exhausting conversation with Geico to replace the Actuator. Greg took the keys to my vehicle and realized that the after market alarm was left on Valet Mode after the repairs were made in October 2010. He also addressed a brake noise concern I had that had nothing to do with the accident, by pushing a plastic piece off of the roter on all 4 wheels. Gregs honesty and customer service has most definitely won my future business auto repairs. I will refer Greg to anyone and everyone I know with auto repair needs.

CH

Chip Reynolds

Let me first start off by saying I am a car person. I expect quality when it comes to auto repairs. I chose Koons collision because a Geico customer hit my car and this was a convenient option. I dropped off a 2014 Toyota Tacoma thinking, its just a Tacoma... not a Porsche or something high end... How bad could they really mess it up. I am sitting here today DEEPLY regretting my choice. I will say the experience was convenient. Drop off your vehicle, pick up a rental right there, etc. Heres where it gets bad: After a week of repairs from a 5mph crash I go to pick my truck up and there are scratches down to BARE metal from where they put a fender back on. Horrible paint blending where they painted to the edge of a panel, then waxed the panel leaving a white line down the edge of each panel repaired. Scratches, swirl marks, and most importantly clearly visible wet sanding marks etc. ALSO- there was a giant gouge on my INTERIOR door panel that was not there when I dropped the truck off. To their credit they were VERY nice about taking the car back a second time to fix the scratch to bare metal and the interior gouge. The blending issue was not fixed. Final impressions of the repair: Swirl marks EVERYWHERE like they washed my car with sand paper. New scratches that were not there before (at least 3). Lots of over spray on my chassis, brake lines, etc. Poor blending of paint, and overall just a total lack of attention to detail. Unfortunately I can not recommend a better body shop in the area, although I imagine if you picked one out of the phonebook at random you would do better than this. Again giving credit where credit is due, the manager at Koons collision was nice, and polite... but after going to see my car today I chose to not mention any more problems as I have an absolute lack of faith in their ability to repair even the most simple paint blemish. Check my Yelp review for pictures of this ABSURD repair job.

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