IF you like being misled, and the work on your car taking way too long, this is the place to get your car serviced!! However if you like honesty and efficient service with kind employees go somewhere else. Pros: 1. I was able to get my car in quiclky 2. Ummmm can't come up with any more pros. Cons: 1. I was misled. 2. I was not called when parts came in. 3. My car was in their shop for 28 hours to change a seat cushion. 4. I spoke with a rude employee who did not apologize for having my car too long 5. Not all the work was completed. 6. They tried to keep my car another day because the service department was closed. 7. If you want details read below Bottom line STAY AWAY!! I had a terrible experience with Joyce Koons Honda service department. I took my wife's car a 2014 Honda Pilot, in to have a noise in the drivers side window and a noisy seat cushion evaluated. I was told parts needed to be ordered. The issues were annoying but did not keep the car from functioning. We left town for a funeral a few days later and when we returned the parts order had slipped my mind. I finally remembered a few weeks later and called to see if they had come in. I was transferred three times but finally determined the parts were in. I was able to schedule an appointment for Saturday at 2:00 PM. I brought my car in on Saturday at 2:00 PM, as scheduled, I was asked if I was going to wait in the service department. I told them my wife was waiting outside. We ran some errands and at 4:50 I received a phone call telling me that they would be unable to finish the car today. When I asked why, the guy on the line kind of mumbled and said the tech was unable to finish the work. I wasn't happy, but what could I do. I am very busy on Sunday's with church commitments and really didn't think about not getting a phone call until my phone rang at 4:20 PM. The guy on the other end of the phone told me that my car was done but not all of the work was completed. When I asked why I was told that one of the parts had been sent back because it sat on the shelf too long. In addition, they did not have any record of what part it was. So they could not fix my window noise, and of course they could not get it to make any noise in the shop. I have to wonder if they even tried. I asked why they needed to keep my car for 26 hours to replace a seat cushion and he gave me some lame excuse that the tech had pulled the wrong ticket, whatever that means. He was about to tell me that because it was after 3:00 when the service department closes, I would need to pick up the car on Monday. I think he could tell I was very frustrated and he arranged to get me the car that day. He said well because you don't owe any money I can let you take it home today. He also told me that they did not even attempt to work on the car on Saturday, so when I was told it couldn't be completed on Saturday, it was because it had not been started. This place seem very shady to me. I would not trust them with my car ever again. I will take it back to the dealer I bought it from. I had a feeling to stay away from Joyce Koons when buying the car, and should have listened to my gut again for the service. I only went there because they are the closet to my home. Never again. I don't know much about cars so I need to trust the people who work on mine. With all the dishonesty about the appointment and why my car was not finished, I don't trust anyone in the dealership. Turns out my gut was right about this place. Shady. If someone had said you know what we messed up, we let something slip, I would have been much happier. No one in this place has that kind of integrity, and if you find that with the people who schedule and call, what are the tech like? Scary thought to me. read more

Noticed I was having trouble with w/brakes and steering with my 2005 GMC Yukon. Luckily, I was still in my work parking lot on a Friday. I immediately stopped driving and parked it. I knew with such a problem I needed to call Kevin or Jeff and not some random advisor. When I asked for either one of the two I was told that Kevin was working that day. Spoke to Kevin and told him the problem. He asked which car and if I was planning on having the car towed. I told him I would the next morning, Saturday. He gave me his direct number and told me that once it was towed to call him so he would know it is on it's way and to let the driver know to ask for Kevin. So, the next morning, as I was having my car towed in my work parking lot, Kevin calls. He was very polite and wanted to know the latest situation on the car. I tell him that it is being towed as we speak and it should be there within X amount of minutes. About 45 minutes later, while I am grocery shopping with my husband, Kevin calls to tell me that he received the car, there is an open ticket and it will be diagnosed today. A few hours later, maybe 3-4 hours, Kevin calls me back, I tell him that I dont know if I am ready to hear the probelm...or the amount it is going to cost me. He tells me that it is not that bad and to breathe, lol. Kevin gave me specific details on the problem and work that my car would need. When I asked questions he would explain further with out frustration or anger. Kevin contacted me every step of the way, part needs to be ordered on Monday, parts arrived and being installed, car should be ready in the next hour and car is ready:) Had the shuttle pick me up (shuttle driver is as sweet as can be...and most importantly a safe driver) on Monday afternoon to take me to Koons to pick up the car. Paid the bill and waited for my car to be driven around. Noticed all the advisors at their desk. From a far I waived and thanked Kevin and he quickly replied and then I walked away. Still waiting maybe about a minute later, Kevin came to me and confirmed that all the neccessary work was done and that I should not expect any problems. However, if I did to give him a call. It would not be fair to mention Kevin and not Jeff and vice versa. I have dealt with other service advisors at that specific dealership but Kevin and Jeff are the best of the best when it comes to Joyce Koons. They are both experienced and they just dont talk the talk but walk the walk as well. Who knows what they are saying behing my back but as long they both continue to give me great customer service with great results I will continue to have the Yukon (and other 2 cars) serviced at Joyce Koons. read more

Barely write negative reviews but hopefully this will help the change the culture there. Nancy H, the finance lady here is terrible! Inattentive to customers and lacks communication. First off she was surprised I made over 3 grand a week and thought I made a mistake. That 3 grand was my monthly income. So she had started my credit run with that information she ASSUMED although I filled out the documents properly AND had pay stubs to prove income. She's also not organized and very pushy to get you signing documents without explanation. Luckily I had purchased multiple vehicles in the past so I take my time reading and know all about the unnecessary fees, added maintenance plans and etc. As an out of state customer I'm disappointed. Happy with the vehicle overall but not her service. I would NOT recommend you dealing with this lady unless you don't care about customer service. Better off with Fernando. When signing documents told I would be able to transfer my out of state plates with no problem. Week later no response, no call, not a word from her. Previously when she asked for information I gave her it the same day regarding my old vin and plates. Week after that I had to reach out to her since I did my own research and saw the transfer process wasn't complete. She said she never received it, I told her check your email I'm certain it's there. She said "Oh okay, I see it now. It's all set. You'll get it in about 2-3 weeks". So if it weren't for me being so pushy or chasing her it wouldn't of been done? Also it's not the time frame that I was told when signing. I did emphasize I travel hundreds of miles away from my tax home so I needed it in a timely manner so that I could get the updated registration before my next assignment. Again, happy with my vehicle overall but not with finance! Also after writing my review I just got a call from Northwest Federal Credit Union about my lien information even though I was told I was signed on with American Honda by Nancy. Now it makes sense why American Honda said they have nothing on file with me. Please avoid her at all costs! The 1-2 stars about service here are accurate. So PLEASE be mindful read more

I came in to get an alignment, when I was on my way home my steering wheel was still crooked. So I returned a few weeks later because I didn't have time to do so sooner, when I arrived I explained to one of the service guys thinking he would help me out and see what the issue was. Instead he said he re aligned the tires and charged me for a 4 wheel alignment. Another $110, $220 in alignments in less then a month. I get the car back after they aligned it the 2nd time. The paper shows they only had to re align two wheels. But they still charged me for all four. They promised me the steering wheel was straight now and that it had been test drove. In the process of doing my alignment they somehow knocked the driver side of the rear and front bumpers out. Didn't bother putting it back on. After each service they ask you if you want them to run your car through the car wash. I told them not to because I wash my car at the brushless washes. As I'm waiting for my car I see someone driving my car straight through the car wash! I asked the service agent why are they running it through the wash his answer was "I don't know" and proceeded. I returned the next day to speak with Oscar Ortiz The "Service Manager". He offered to come on a drive to check out the crooked steering wheel. When we got outside to my car I told him about the bumpers how they had been knocked out of the clips. He accused me of lying saying there is no way his workers would do that. When they clearly gave me my car like that the day before. So I decided to just leave and I told him they have terrible service. They also let the same tech do my alignment the second time around, someone who clearly has no clue what they are doing. I went to P TUNING to get my alignment done. Got my car back and guess who has a straight steering wheel now? All I went to do at Honda was waste $220. This Honda has the worst techs and management I have ever done business with. I thought coming in and talking to the Service manager would be a better decision than to try and talk it over and over with the service agents. I was wrong read more

Our 2019 Odyssey was two weeks old when the driver's side door stopped working through the automated switches. It would open but not close. We made a Sunday appointment and brought it in for warranty work. Sunday afternoon, we got a call that it would require parts and that we could pick up a loaner. When we got there, they suggested that we just didn't know how to operate the doors (we have owned an Odyssey for over six years). Then that we should accept it as fixed when all they had done was have a tech "run his hand over the sensor." Not quite enough. We left with the loaner (a Pilot complete with an almost-opaque windshield), with a "rental agreement" that ended on Tuesday night, but only after being told that it is not "normal" to start loaners on Sunday. So maybe they shouldn't make intake appointments for Sundays? Monday they called to say that the part was ordered and would be installed on Tuesday. Tuesday, I went to the dealership and was asked to turn in the loaner first. Then the van came out and was left in the service bay. No one around to show me how well it now works. Things looked grim when I saw that the door system was turned off. I turned it on. The door opened and wouldn't close. Called the advisor over, who was at least properly embarrassed. Went back to renew the loaner car, this time with a due date of Sunday, since we were booked solid until then. Wednesday the call came that they had installed a PASSENGER SIDE part in the DRIVER SIDE of the car. (Maybe they just didn't know the difference?) Thursday the call came that the part had been installed and that the door had worked continuously since then. Great. We picked up the van and returned the loaner on Sunday, as agreed. It did work, but I was told how the advisors have to pay for loaners themselves. That doesn't seem like a reasonable practice. Not sure if we will be taking our vehicle here for future servicing. Bill Page Honda is closer to my office. read more

On March 16th, I dropped of my car and waited in the waiting area for an oil change. They said that they would change my oil and do a 40 point inspection on my car. I waited and about 45 minutes later, they called me and said everything was finished on my car. They said everything checked out fine. I said great, paid the bill and drove home. A week later 3/23, I hear a noise from the driver side rear so I pulled in again. Heather approached my car and welcomed me. She had a mechanic drive me and the car to see if he could hear it as well. He did. He put my car up on the lift and proceeded to find many things wrong with my car including my power steering fluid level that was low and VERY DIRTY, rotten seals and a bad bearing. Heather apologized and looked up my previous mechanic who took car of my car. She just kept apologizing over and over again. They had to keep my car overnight to wait on parts so they gave me a loaner. I went home VERY ANGRY that I was allowed to drive my car in that condition. I came in the next day to pick up my car. No one offered me even a discount or an explanation on why they lied to me about my 40 point inspection. I paid the bill and left. I am NOT mad a Heather. She was incredibly nice and helped me. I give her 5 stars for cleaning up the mess from the previous mechanic & technician. I will be going back but I will wait for Heather to wait on me. If JKH wants to call me and discuss this, i would love to hear from you! UPDATE: I was contacted today by Joyce Koons Honda and spoke with Tony N. the Service Manager. He assured me that my voice had been heard and that an investigation was being done. I have also heard from Angela K. She is the General Manager of JKH. So I changed my rating to 4 stars. I retrospect, I shouldn't have left without being heard. I will be coming back and look forward to bringing my car to them. read more

I was very satisfied with Joyce Koons. They are a 50-min. drive from my home in DC, but I suspect that cheaper real estate overhead that far out of town allows them to offer better discounts. I found them via the TrueCar buying service, which generates multiple offers from the various auto agencies which sign up with TrueCar. Joyce Koons was the most competitive in the DC area...only one other agency came close. I believe in doing my homework, so I had a number of questions for the sales representative who contacted me. He swiftly answered them all, either by phone or E-mail. The day I went out to the agency to test drive (and ultimately to buy) the car, the process was handled very smoothly and expeditiously. And, by the way, there was no pressure to add on a lot of unnecessary accessories. Some agencies, as I gather, require their sales representatives to waste your time going through those accessory options, even if you've already studied them and aren't interested. That was not the case with Joyce Koons. So I was very satisfied. One note, however. They use a contract firm to obtain car tags/registration, etc. from DC--which saves the new owner a lot of bureaucratic hassle. But it appears that firm (or DC itself) may be occasionally prone to error. I am now discussing with Joyce Koons what appears to be a relatively minor overcharge of DC tax on the car purchase. Hopefully it can be resolved. One minor point. They are located right next to a freeway, so it is easy in the course of a 15 min. test drive to sample both freeway driving (including onramp acceleration of the car) as well as secondary road driving. read more

SCAM! They tried to Scam Me! Our sales person was great and very helpful until the end. I went in knowing what I wanted and with my research felt like I was getting a great price for the new car, but when it came down to payment it was very irritating going back and forth with the them. We already told them we had financing taken care of from our bank and they came out with a credit application to fill out stating this was required to be filled out because of the Patriot Act and for the OFAC. Maybe they were hoping we were dumb on this subject but we knew this was a lie. The Patriot Act does require dealerships to check who they sell their cars to and to run their names on the OFAC list, which pretty much makes sure you aren't a terrorist, but ALL that requires is our NAME. There is NO special form to fill out, do not let them fool you! I refused to sign what CLEARLY stated was a credit application across the top of it but they kept insisting. I FINALLY ended up not signing any credit application after going back and forth with them for a while about this and left with the new car because I really did want to buy this particular vehicle. Definitely won't go back to any Koon's dealer as this seems to be a regular practice with them. This is a scam and straight up LIE. DO NOT let them fool you! They only do to see if they can finance you, which will run your credit! Don't be a victim and be aware it's a choice to fill out the application!! Check out this article for more info. http://www.edmunds.com/car-buying/car-dealership-credit-report-scams-and-the-patriot-act.html read more

Have brought my van in three different times because of HOT air blowing out of the AC on the driver's side... they claimed they fixed it and charged me and then, it failed again. After the third time, I complained to the service manager, brought it in, and BAM - he figured out what was wrong. Instead of getting the part fixing it for free since I've already paid THREE times... he was going to charge me for the part.... I asked if either they can refund me the other three times I paid for it, or fix it for free.... (Fair question to ask since they never fixed it properly and charged me) Service manager never called me back..... to say the least - I thought maybe they finally got a good guy in there to run the department, as I thought Paul Spangler, would have done the right thing... very disappointed in their service department and that says alot from someone that has driven a Honda for 20 years and have only used their service department. It's gone down hill in the last few years and was hopeful that they would have done the right thing for me, once they realized they had misdiagnosed the problem three different times..... DISAPPOINTED is an understatement. Probably will not ever get another Honda because of this negative experience. I need to know that when I take my car in for service.... that I'm not being taken for a ride...... read more

I I bought a 2015 Odyssey from Koons, their Sales Dept was great, they offered free oil change for life, which to me it was super. My wife always bring the car for Oil change and the service was great but last time the Service Advisor explained my wife that the vehicle needed new tires and alignment because it was so bad that it was dangerous to drive it like that. My wife called me all worry and I said that the tires were ok because I had inspected them a week before while cleaning the minivan. I am a certified technician, so I knew the tires were good. In addition, the vehicle was aligned by another Honda dealership a week before, because it had a noise on the front end and we took it to the closest dealership and they had replaced a front strut and align it. With all that said, please it is not fair that Koons try to sell services that are not required, taking advantages of customers that does not know about vehicle maintenance. To me it is unacceptable that this happens, Technicians need to be honest and not take advantage of the customers. This incident changed my perspective of the dealership, because now, knowing what just happen, next time that they offer a service I will not accepted because I will think they are taking advantage of us. Before this experience the dealership was a 5 star, now I dropped really bad. read more

The good news: highly knowledgeable (as one would expect), friendly technicians and clerks, pleasant waiting experience with wi-fi and clean rooms, TV, play area for kids, etc.. Look for coupons for oil changes to save you money. I can't remember the man's name who checked me in, but he was about 50, brown hair & glasses; very helpful and friendly. They will wash your car for free when you're done, if you want them to. Car's interior is clean, too. If you get hungry there is a McDonald's right across a small side street, and Baskin Robbins a few blocks away (down Sudley Road). The bad news: Because it's such a huge operation, it's easy to get lost. One time they forgot about me, and I waited almost 2 hours after checking in for an oil change for which I had an appointment. The car was done but they didn't call me, page me, text me, nor find me in the waiting room. (They apologized and gave me the oil change for free.) Also, one time they broke off a small piece of my dashboard / console while checking the alarm system, and told me that they would make a note in the file, order the part, and replace it for free. I never got a call to come replace it. So when I went back for my next oil change, I asked them to fix it, and they said they had no record of it! However, they did agree to order the part and fix it at my convenience. read more

There are two dealerships that are closer to my house, but I always drive out to Joyce Koons Honda because the bottom line is I trust these guys. Their work is exceptional, there are always some sort of coupons, and they are really good about squeezing me in last minute and I get the work done the same day. I've been taking both my Hondas to this dealership for more than 5 years, so they know the history of my cars, and they actually review the history with me, and they don't try to sell me all their service packages. They adjust to the way I like to maintain my cars, so it is a very friendly, low stress situation. Since it is a bit of a drive for me to get out there, I usually get service done when its time for an oil change. There is ALWAYS a coupon for the oil change, plus VA safety inspection is free. And I make sure to fill up in that area as the gas is much cheaper down there. It even beats Costco prices sometimes. The things I mentioned are really the most important criterias for me in a service center, but over the years, they have continued to improve their customer service too: Guest WiFi, iPads for those who wait, upgraded waiting rooms with plugs everywhere for those who need to charge their computers, USB plugs to charge devices, free donuts and coffee, and now for the lades, they even do free manicures. read more

I purchased a brand new 2016 odyssey from this dealership. The management a classical example of bait and switch tactics. The only reason I purchased the car there because of the hard work of the sales person Chris Montanez Jr. He saved the day. Otherwise I would not buy the car from there. The general manager Shawn McGregor wouldn't talk to me after leaving dozen of messages. Charlene Keener did try to mitigate the situation but obviously her hands are tight and she couldn't get the Shawn to resolve my issue. They delivered a damaged vehicle (a minor damage at the side panel) to me. I took the delivery in night and couldn't see the damage, I took the car back to the dealership and the sales manager David Thompson denied and put blame on me that I had caused the damage. I wasted allot of time and went through frustration. I would NEVER go back to this dealership again because their management team has no clue about customer service and all they care is sell their cars and once the sale is made then they would ditch you like trash. I Would recommend the owners of this dealership to seriously look into the practices of their management team because you are going to lose allot of potential customers. YOU NEED TO TAKE CARE OF CUSTOMERS EVEN AFTER YOU HAVE FINISHED YOUR SALES, THEY ARE THE ONLY REASON WHY YOU ARE IN BUSINESS. read more

I had an appointment with Kebir Lakroune for Saturday morning. That same day I called to let him know that I had forgotten a previous apt later that day at home and that I was not going to have much time. He asked me for the car I was looking for, model and color. Once I got there he had the exact car I had in mind, paper work and all ready for me to sign and go. Once in the show room, I saw the black CR-V and felt in love with it. Kebir saw my expression and asked me if I wanted the black one. I told him no, because of all the work he had already done and the time he had given to it, but his answer was that it was "his job" to make sure I was 100% satisfied. Well ...I ended up bringing home the black CR-V which I love!!! The attention and time he gave me was outstanding! It was my third purchase there and I don't think I could go anywhere else. My two older boys bought their first car there over 3 years ago, and they also got the best of services. Buying your first car is never easy and both of them, at different times with different sales people, were given all the time needed and had all their questions answered. My youngest one will be in need of a car this summer and he already knows where he is going! Best service ever ...every single time! I love Joyce Koons Manassas!!! read more