Koon Collision Center

★☆☆☆☆
  • 5800 Edsall Rd

    Alexandria, VA 22304

    Map & Directions
  • 703-823-6100

About Koon Collision Center

Automotive

Automotive
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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.

1
★☆☆☆☆

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.

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I had my 2000 Ford Taurus towed to Koons after it refused to start. The gentleman on the phone mentioned that they were a collision place but also mentioned that they'd be able to help me. They kept my car for 3 days and only called me after I called them inquiring about my car. Finally I went to pick up the car and take it around the corner to the Van Dorn Exxon station. Koons charged me a $90 storage fee because they didn't work on the vehicle. Customer service representatives were rude and dismissive.

My roommate and I jumped that car and got it out of the parking lot and coasted down hill to the Van Dorn Exxon station. Mike and his team at the Van Dorn Exxon station replaced the alternator in my car within 30 minutes!

1
★☆☆☆☆

I had my 2000 Ford Taurus towed to Koons after it refused to start. The gentleman on the phone mentioned that they were a collision place but also mentioned that they'd be able to help me. They kept my car for 3 days and only called me after I called them inquiring about my car. Finally I went to pick up the car and take it around the corner to the Van Dorn Exxon station. Koons charged me a $90 storage fee because they didn't work on the vehicle. Customer service representatives were rude and dismissive.

My roommate and I jumped that car and got it out of the parking lot and coasted down hill to the Van Dorn Exxon station. Mike and his team at the Van Dorn Exxon station replaced the alternator in my car within 30 minutes!

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