Koons Arlington Toyota

I am sorry if [redacted] believes that the car he knew he had transmission issues with failed during our of a mile test drive for appraisalI have attached a copy of the trade appraisal form that [redacted] signed that authorized us to drive his car plus I do not believe [redacted] failed to understand that someone of course would drive his 122k mile vehicle during appraisal, We will not be compensating [redacted] in any way.Thanks your for your consideration.Walter JGeneral Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I am rejecting Koons Toyota because they are basically lying about the fact that their own mechanic looked at my car and did not mention anything regarding a cracked transmission that could have been detected by a year old They also continued to drive my car, twice after it no longer should have been driven which caused the transmission to crack They also seem to gloss over the fact that they actually tried to drive the car after the car transmission was broken with me in it Apparently they wanted to make sure that I would have to tow the car from their dealership before they were done "Test Driving" it The person(s) who drove my car obviously did not know how to drive a manual transmission or have any understanding that a car should not be driven once a clutch is broken Also, as I mentioned before, they did not mention to me that they were going to test drive my car I assumed that they had a mechanic on site to look over my car They are not a trustworthy dealership and I would never recommend anyone buy a car from them Regards, [redacted]

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 Complaint: [redacted]
I am rejecting this response because:I have reviewed the response from Koons Toyota and I completely disagree with there assessment.  Yes, I took my car to my mechanic to have them do routine maintenance.  I told them that the car was running roughly so that is why they inspected my transmission.  They inspected the transmission and there was nothing wrong with it.  I have documentation that supports this.  The dealership also took the car to their own mechanic and they did not mention that there was anything wrong with the transmission.  The only logical explanation for why the transmission was cracked is that they drove it, the clutch fly wheel broke and they continued to drive it after the clutch fly wheel was broken.  They tried to drive the car two more times after the clutch was broken, once with me in the car and I had to beg them not to continue or they would destroy my car.  As I have stated in my original complaint, a car should not be driven at all once the clutch fly wheel is broken or it will cause extensive damage to the transmission and engine.   I have attached pictures which shows the extent of the damage caused to the car during the dealership test drives. There is a significant crack around the entire transmission.  I would not have been able to drive the car to the dealership with the transmission in this condition.  The overwhelming smell of the burnt out clutch after the car was driven by the dealership is also another indication that they continued to drive the car after the clutch fly wheel was broken. I also do not agree with their assertion that it is ok if they destroy my personal property during a test drive.  If I drive a rental car and cause damage to it then I am responsible for that damage.  I was also not informed that they were going to test drive the car, I assumed that a mechanic on site was going to look at the car.  I did not sign anything giving them permission to drive my car or waive their responsibility if the car was damaged.  I also was not informed who was going to drive my car and if they knew how to drive a car with a manual transmission. I hope that other potential customers are aware that Koons Toyota will NOT reimburse them if they damage a car during a test drive. Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I am rejecting Koons Toyota because they are basically lying about the fact that their own mechanic looked at my car and did not mention anything regarding a cracked transmission that could have been detected by a 10 year old.  They also continued to drive my car, twice after it no longer should have been driven which caused the transmission to crack.  They also seem to gloss over the fact that they actually tried to drive the car after the car transmission was broken with me in it.  Apparently they wanted to make sure that I would have to tow the car from their dealership before they were done "Test Driving"  it.  The person(s) who drove my car obviously did not know how to drive a manual transmission or have any understanding that a car should not be driven once a clutch is broken.  Also, as I mentioned before, they did not mention to me that they were going to test drive my car.    I assumed that they had a mechanic on site to look over my car.  They are not a trustworthy dealership and I would never recommend anyone buy a car from them. 
Regards,
[redacted]

I am writing a response to complaint that customer alleges we damaged his transmission on a 2006 [redacted] with 122k miles. I firmly believe the customer knew he had issues with his transmission before he visited Koons and is now trying to get someone to pay for his cars repairs. I have attached a...

[redacted] report where the customer had his transmission checked at [redacted] on 2/5/2015. On 2/6/15 the customer comes to the dealership and asks to have his vehicle appraised. It is reasonable to drive a car as part of the appraisal process. The customer of course was fully aware that we would need to drive the car to get him an appraised value. The used car building is 4 mile from the main dealership (not 1.5 miles away as customer claims). The appraiser drove the car 8 mile total and notified the customer that he had an issue.A dealership or repair facility is not responsible for a mechanical issue that happens during an appraisal process anymore than a Customer would be responsible if a used car had a mechanical issue happen during a test drive. Something during the 122k miles the [redacted] was driven before we drove the car .8 of a mile is the problem.Based on the customer having the transmission checked the day BEFORE he came to the dealership and not telling us that until we discovered the updated [redacted] report I strongly feel this claim has zero merit.Thanks your for your consideration.Walter JGeneral Manager

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acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Provided they do what they say. 
Regards,
[redacted]

I am sorry if [redacted] believes that the car he knew he had transmission issues with failed during our 8 of a mile test drive for appraisal. I have attached a copy of the trade appraisal form that [redacted] signed that authorized us to drive his car plus I do not believe [redacted] failed to understand that someone of course would drive his 122k mile vehicle during appraisal, We will not be compensating [redacted] in any way.Thanks your for your consideration.Walter JGeneral Manager

Review: I came into this location on 5/31/2014 with the intent on purchasing a used car. I did speak to a salesperson who directed me to a 2007 [redacted] which has about 84000. I test drove it (about a 3 minute drive with sales person), did notice that there was shake when I put on the brakes. The salesperson stated it may just mean the rotor needed to be tightened and that he will have their mechanic look at it on Monday. He did assure that nothing else was wrong with the vehicle, that it was safe and had been checked prior to putting it on the lot.

I ended up purchasing the vehicle drove it home, still noticed a bit of the shake and noise, but figured it was like he stated, the rotor. Monday I am driving on 395 to bring the car to the dealership like the salesperson had asked and the engine light had came on, the car begun to smoke then shut off! On the highway! No way that can be considered safe, I had barely driven 50 miles since having it.

I contacted the dealership later that day to get it towed, not only did they not apologize they made it seem like it was nothing. They try to tell me it was just a loose plug that caused the car to smoke and stop on the highway.

I am extremely unhappy about what is going with the car and how I am being treated by their staff.Desired Settlement: It has not even been two days, I would like a full refund of the money I spent

Business

Response:

July 2, 2014Dealership Response:**. [redacted] was refunded for her down payment of $1800.00 in full on 5/31/2014 via credit card return. Funds were returned to credit card as this is how the customer paid. The remaining balance on the vehicle purchased was with [redacted] Financial Services. This contract was backed out with them on 5/31/2014 as well.Please feel free to contact me should you have any additional questions

Review: The dealer that sold us the van preapproved us for the loan we gave all the information they needed to process the loan, they kept on calling us that they needed more information from us information that we had provided to them already. the salesperson that sold us the van never agreed with us on the final price for the vehicle she decided the price ? and also we never agreed on a down payment but she also told financing that we were going to give a down payment without our consent and never agreed on a color for the van !!! very bad experience with this dealer. we had a trade in they gave us $9000.00 for it but the remaining balance was never applied to the new car its as they kept the remaining balance without applying anything to the car we bought. now that the deal was cancelled they wont give us the money for the remaining balance that was left over from the trade in. we need the money because my mother [redacted] is without a car and she needs transportation to get around she is diabetic and needs a car.

please help us with this situationDesired Settlement: want the remaining money from the trade in also we gave a down payment that we need back was $400.00

Business

Response:

December 3, 2013

Complaint ID [redacted] Dealership Response:

A check was cut for **. [redacted] on 11/22/2013 in the amount of $4,035,28. The check was put in his name as his name was first on the deal. The customer picked up the check on 11/22/2013. This check contains the $400.00 down payment and the equity of their trade in ($3,635.48). The check number was [redacted]-

Review: I had my car serviced at another Toyota in Delaware 3 weeks ago, May 10-May 13th. I paid and the problem was resolved until June 1st when it began again. I still have receipts of everything. I called my car insurance roadside assistance and they said they could take it either to a dealership, or to my house for me without charge. I called Koons Toyota and explained my issue and specifically asked the employee if I would be charged for it being looked at. He told me no, that if they found the problem was the same as before, then I would not be charged. He told me however, that if the problem was something different than the last issue, then they would charge me. This is why I decided to have my car looked at by Koons Toyota.

I was towed to them and explained my situation to one of the employees. I handed her my receipt from the Toyota dealership in Delaware. She then handed me back my receipts and a bill of service for $130. I asked her what the bill was for and she told me it would be to check out my car. I explained to her that I would not be paying this bill nor COULD I pay it as I did not have that type of cash on me. Furthermore, I explained to her that I talked to someone on the phone before my car was even towed there and they assured me that I would not have to pay to have my car checked. She said that this was not possible and so I asked to speak to someone or call the Toyota Headquarters. I did this and when I came back I asked if there was any way that they could set me up with a loaner or a rental as this was my only mode of transport and that I was stranded.

She said they could not and I became distraught. She said I had to pay for a rental to which I replied that I could not and asked them what made them think I could pay for a rental if I could not pay for the 130 dollar charge they were trying to charge me. I began to swear and say that it was unbelievable to which another employee sitting next to her began to yell at me and tell me that they had other customers. I have serviced my car at Koons previously and told him I was also a customer that was given the wrong information and now I was stranded. He told her to call me a cab to which I mentioned that I could not afford a cab if I could not afford a rental or 130 that I was lied to about.

He told me that I needed to leave because I was disturbing other customers to which I told him no because I wanted to know how I was going to get my car back to my place as well as how I was going to get home. He then yelled at me that if my car was not removed from their property by Monday, they would have it towed away.

This is where I became distressed and asked to speak to a manager. I turned to see the customer service specialist who looked irritated and said he'd be with me when he was ready. Finally he took me into his office and said I would not gain anything by cursing at anyone to which I replied that they were trying to rip me off. I told him one of his employees had told me that they would look at my car free of charge. He then said they could give me a rental for 35 a day until Monday, and although I don't really have that money I decided to put it on the card I had. He came back to say they did not accept [redacted]. So I went outside to call someone who could potentially help me get a ride and a tow. The customer service specialist came back and told me they could get me a free rental for two days. When I went back outside, he came out and impatiently said he was ready for me. I told him to give me a minute because I needed to find someone to tow my car.

He became incredulous and shouted that I do not listen and that the free rental he offered me was no longer mine. I tried to tell him that his employee had threatened to remove my car by towing on Monday which is why I was calling a tow in the first place. I came back into the dealership to tell him that he and his staff were by far the worst I have ever seen and he threatened to call the police on me if I did not leave. I did not shout or yell at him when I told him this.

The employee who threatened to have my car towed had curly hair and tan skin, I do not remember his name however. The customer service specialist was a tall [redacted] gentleman.Desired Settlement: I wish to have my vehicle looked at and serviced as was stated the first time I contacted Koons Toyota dealership. If nothing is resolved, I plan on trying to settle this legally as it caused me much pain and suffering. I had not eaten or drank anything since 12 pm and I was forced to wait outside in 95 degree weather for over 3 hours because they told me to leave but I did not for fear that they would tow my car.

Business

Response:

See attachment or check attachment tab.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: This whole department is running fraud with sales and credit reporting. Managers told me there will be no hard inquiry in my credit but they basically lied. Now my credit score went down the drain. I told them specifically that I did not want any hard hit on my credit but they assured theirs is soft hit.

Unless they fix this issue I am going to write complaints.Desired Settlement: I want this hard inquiry removed from my credit reporting

Review: On 7/9/2012, the 2003 Honda Civic was purchased from Koons Arlington Toyota for $8649.00 ($9739.74 after taxes and fees). As per legal requirements, car insurance was obtained and verified by the dealer before possession of the car was transferred to the owner. The insurance plan included both comprehensive and collision coverage. In late July, the car was driven to [redacted], NC. The A/C worked during July, August, and September.

In early October 2012, it was discovered that the A/C was not working. An R134a charging kit was purchased from [redacted] for $37.44 (dated receipt from 10/6/2012 available) and it was discovered that there was no pressure in the condenser. It was not apparent at this time that this was due to a leak, so the system was recharged and functioned adequately. About a week later, the A/C had again stopped working, and a pressure check with the charging kit showed that the pressure in the condenser was very low. Several people are aware that the car A/C stopped working at this time. However, due to the demands and busy schedule of medical school, and the cooler seasonal weather, no attempt to diagnose or repair the A/C system was made until later.

On 4/8/2013, the car was taken to [redacted] Auto Diagnostic and Repair for an A/C system diagnostic ($80.00 dated receipt available). The mechanic charged the system with R134a and fluorescent dye. He then removed the radiator cover and discovered that the impact bar was bent, as was the condenser, It looks like this was caused by an accident. However, the front bumper looks fine, assuming the bumper was repaired after the accident. He explained that the condenser may not have cracked initially, but over time, vibration associated with normal car operation likely led to the stressed condenser cracking, explaining why the A/C was able to operate for several months prior to October. On inspection with a black light, preexisting fluorescent dye was discovered, suggesting that diagnostic attempt had already been made before the current owner purchased the car, possibly with an attempt to seal the condenser without needing to replace it. A picture of the gross damage was taken and the R134a was evacuated as there was a known leak. A verbal repair estimate was given for straightening the impact bar and replacing the condenser. There have been no accidents or other damage to the car since the current owner purchased the car. Therefore, the owner realized the damage behind the front bumper was not disclosed by the dealer at the time he purchased the car.

The dealer (Koons Arlington Toyota) used car sales manager was contacted by phone after this first assessment. The dealer decided not to provide compensation because of the length of time that had passed since the car was purchased, suggesting it was possible that the damage was done by the current owner. However, this suggestion is baseless. The owner of the car has a clean driving record, and both past and present insurance companies can certify that no claims have ever been filed by the driver. Additionally, the current owner’s insurance plan includes both comprehensive and collision coverage. It would not make sense, nor is it likely for the current owner to replace/repair ONLY the bumper but not the other damage behind the bumper and not to file an insurance claim had he caused any damage to the car.

On 4/12/2013, the insurance company ([redacted]) was contacted to determine if a claim could be filed for the repair. They determined that they could not assist as the damage was described as existing before the car was purchased by the current owner. A notation was made to the insurance account at this time to note the preexisting damage.

The car was then taken to 3 body shops for estimates. All 3 estimators stated that all of the damage was related to a single incident and it was impossible for the dealer to have not been aware at all of any of the damage prior to selling the car. All 3 estimators stated that the damage related to the hood latch was dangerous because the hood was not properly secured. It was possible to lift the hood a few inches while it was supposed to be locked closed.

On 4/15/2013, [redacted] removed the radiator cover and determined (written estimate available) that:

the front bumper had been damaged and repaired, in addition to an existing crack in the bumper next to the left headlight, but no further work on it was needed,

the fender needed to be repaired,

the foam energy absorber that should have been inside the bumper was absent and needed to be installed,

the impact bar needed to be replaced,

the condenser needed to be replaced,

the radiator needed to be replaced because the condenser had been pushed into it and it was likely that the radiator was stressed,

the radiator center support and hood lock needed to be replaced (hood latch damage).

On 4/17/2013, [redacted], without removing the radiator cover, inspected and determined (written estimate available) that:

the impact bar needed to be straightened and replaced,

the foam energy absorber that should have been inside the bumper was absent and needed to be installed,

the unibody frame would require alignment,

the condenser needed to be replaced,

the radiator needed to be replaced (same reason as above),

the upper tie bar needed to be replaced (hood latch damage).

On 4/17/2013, [redacted] (suggested by the insurance company), without removing the radiator cover, inspected and determined (written estimate available) that:

the impact bar needed to be replaced,

the foam energy absorber that should have been inside the bumper was absent and needed to be installed,

the condenser needed to be replaced,

radiator center support needed to be replaced and upper tie bar rewelded (hood latch damage),

the radiator probably did NOT need to be replaced.

The car was taken to [redacted] on 4/23 for repair work. On 4/24, after removing the front bumper, the shop identified additional frame damage (pictures taken) requiring unibody frame alignment and determined that the upper tie bar required replacing instead of the center support after better visualizing the damage to the hood latch mechanism. The total estimate for the repair was $1464.69. A car was rented for 6 days at a total cost of $197.65 (compact car rate) for coverage of the time the owner’s car was in the shop.

Total compensation sought: $1779.78 (all receipts available).

R134a charging kit was purchased from AutoZone: $37.44

A/C system diagnostic: $80

Repair: $1464.69

Car rental: 197.65

Summary

It is obvious that the damage discovered during the A/C failure diagnosis came from an accident before the car was purchased by the current owner.

It is also obvious that the front bumper was repaired after that accident, however, the damage behind the bumper was not fixed. The car dealer did not disclose the true condition of the car to the current owner when he purchased this car.

Damage related to the hood latch was dangerous because the hood was not properly secured. It was a serious safety issue.

In order to prove the above conclusion it is helpful to obtain the car dealer’s records, including any that indicate the dealer’s purchase price and the condition of the car when it was purchased. It might also be helpful to know who the car’s previous owner was in order to contact them.Desired Settlement: Compensation sought: $1779.78

Review: On Sunday June 8th I went into the dealer to trade my 2009 G37X with 73K miles on it, for a 2009 FX35 with 78K miles, I was not aware of what the KBB Price of my vehicle was at the time. The dealer offered me $13,300 for my car (the KBB Value is $18,300) The price of the new car was $24,000 at that time I did not know that this was high considering the mileage on the car was high for the year, it was over by approximately 5,000 miles. Well I had my own financing through my credit union, so it was virtually an easy transaction. My credit union faxed over information that the dealer agreed to, and I was on my way. I got a call from my credit union telling me that they could not approve the loan I applied for, and that I needed a co-signer. I said to them well that's fine, these payments are too high, I will just return the vehicle (under their 7 day exchange policy) Well when I contacted the dealer, my sales rep Ken told me that my car had been sold. In under 24 hours, with no title and no guarantee, how is that possible. I have been back and forth with them and still no resolve, I went on line and printed out the details of my car being on their website many days after they said they sold it, but it was still available for test driving according to Henry at the dealership, I called to inquire about the car twice, and twice I was invited to test drive it. The way that my credit union wroks is that they pay themselves off which then releases the lien to the car within 10 days, Koons received the lien release on Friday via fedex, when I went to see if my car was on their website, it was no longer there. I was working with Alex in the business office to see if they could get me financing since Friday, I haven't heard anything from him up until now, I have not given them the draft from my bank, I just want to return their car and for them to give me mine that they must have JUST sold recently. I have never experienced such underhanded practices, if you all have a 7 day exchange policy, why was that not an option for me in just 24 hours. This is unacceptable.Desired Settlement: I want my car to be returned to me, they had no business selling ir or lying about selling it until they received the lien release or I need them to produce financing that is going to be reasonable for me to afford.

Business

Response:

July 21, 2014[redacted]' deal was backed out and we have returned her vehicle to her. As funds were never provided by [redacted], there was no deal to reverse with her credit union.Please feel free to contact me should you have any additional questionsKatie D[redacted]Customer Relations Manager