Koons Tysons Toyota

Ms***, Thank you for giving us the opportunity to respond to Mr***'s complaint Mr [redacted] was here at the dealership this week, so we've had a discussion with him directly Mr [redacted] purchased a [redacted] from Koons Tysons Toyota on April 4, The vehicle had 91,miles on it at point of sale Due to the mileage, the vehicle could not be sold as a Toyota Certified Used Vehicle (TCUV) The vehicle received a used car check out and passed Virginia Safety Inspection The dealer ran a [redacted] report which the customer acknowledged receiving The [redacted] did not show an accident, nor was there any indication the vehicle had been in an accident The customer has driven the vehicle for two years, with no safety concerns reported The customer had the vehicle inspected in 2014, and it passed the Virginia Safety Inspection at that time The customer had a [redacted] run recently, and there is an accident now reported Had this information been available on April 4, when the customer purchased the vehicle, the dealer certainly would have disclosed the information The dealer offered to give Mr [redacted] an excellent travalue on the vehicle if he would like to trade it in at Koons Tysons Toyota The dealer also offered to purchase the vehicle outright from Mr*** Either of those offers are still open and available to Mr*** Thank you for your help in bringing this situation to an amicable close Sincerely, Debra SL [redacted] Customer Relations Director

[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: The response from the dealer is no more than standard car sales dissemblingThey are trying to divert attention from the real issue: The fact that they promised a price for a certain set of features, and then bait-and-switched away from itThey are trying to cast this as a matter of them doing me a "service" by seeking out pricing on different models, in order to deflect attention from the fact they gave me a quote on exact specifications I provided and the salesperson confirmedAnd by the way, even their purported excuse doesn't add up -- the amount by which the quoted price increased was more than the cost of the additional equipmentThe dealer's poor behavior is even worse when you consider that NO cars are available without the additional equipment they suddenly found after they gave me the priceIt's a option -- a non-option optionSo to lowball the estimate when they, as dealers, should have known it was bogus makes the behavior even more suspectCar people wonder why they are held in such low esteemWhile this is not the worst behavior I've encountered by a dealer, this is one reason why people have such low regardThey are right on one thing -- I did buy a car elsewhere, once they refused to honor the price they gave meThank you for your assistance, and please contact me if you would like any other information Regards, [redacted]

Thank you for this important information I spoke with [redacted] today and feel I have a clear understanding of his complaint I agreed to honor [redacted] ***'s request of a refund of $for the pro-rated portion of his wheel alignment agreement I submitted a check request today [redacted] should receive the check within business days Most importantly, we regret losing [redacted] as a customer I hope he will reconsider visiting our dealership in the future Sincerely, Debra L [redacted] Customer Relations Director

Dear [redacted] ***, I'm happy to update you on the finalized repair of **and [redacted] ***'s Toyota Prius After the ***'s contacted Toyota's Customer Experience Center, a case was opened with the Toyota Parts Division and assigned to MrPercy C [redacted] with Toyota corporate MrC [redacted] located a replacement unit and shipped it to the dealership The part arrived on Thurday, June 11th ** [redacted] dropped his vehicle off at the dealership on Friday morning, June 12th The dealership installed the replacement radio, checked to be sure it was working properly, and ** [redacted] picked up the vehicle on Friday eveningAs stated in my previous communications with your office and the ***'s directly, the remedy for this situation had to done by the manufacturer I'm happy Toyota was able to rectify this problem Please do not hesitate to contact me if there is anything more we can do in this matterRespectfully, Debra L [redacted] Customer Relations Director

[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: Koons Tysons Toyota (Koons) appears to be trying to distance themselves from the issue of selling defective products and assisting us with a resolution when: By accepting and selling products from Toyota, Koons becomes a representative of Toyota; Koons sold us the car with defective equipment; Koons accepted the check for the car; Koons appears not to accept responsibility for product quality for items they sell Koons, in their response to the Revdex.com (not to us), has again pushed back the date of repair and is allowing for a potential open-ended repair date to resolve the issueIt is important to note, too, that Koons only provided the Toyota Customer Experience telephone number after prodding from usWe will avail ourselves of that telephone numberHowever, Koons appears to be portraying themselves as having no responsibility for the products they sellAdditionally, they have not been willing to intercede with Toyota on their customer's behalf for any kind of warranty accommodation, partial refund, and/or the use of a loaner car until the problem is fixedWe are also willing to accept a new car with perfectly functioning equipment if they cannot, in a reasonable amount of time, resolve our issueIt has been months since the purchase of the carHow long will Koons allow this matter to continue without investing their own resources into providing customer satisfaction? Koons needs to recognize and accept their involvement in and responsibility for selling us a car with faulty equipmentIn the meantime, knowing that there is documented issue with the [redacted] system, they continue to sell cars having the same potential problemAre they disclosing that fact to potential buyers? Regards, [redacted] ***

[redacted] Thank you for providing me with [redacted] 's response I will address each of [redacted] 's comments separately: [redacted] is correct regarding the accessories not being available When new models are released, the corresponding accessories are usually available within the next months from the release date Toyota releases new model accessories in the spring and fall This vehicle was leased in the spring, so we explained the accessories would be available in the fall Toyota made the decision not to complete production of accessories for the Toyota [redacted] , since Toyota will no longer manufacturer this model That was a decision made by Toyota corporate, not the dealer We are only able to provide information on timeline that we receive it The manufacturer warranty DOES NOT cover tires Tires are listed under the "What's Not Covered" heading in the Warranty Information Booklet [redacted] states he purchased an extended warranty I do not see anything that would indicate that he, or rather, his wife (since he is not on the paperwork), did However, an extended warranty would not be relevant because the vehicle is still within the year/ mile warranty period from the manufacturer Toyota covers a one-time alignment under the manufacturer warranty within one year of Date of First Use (DOFU) Since the vehicle was leased by MrsSemrad on 01/28/2014, then the alignment would be done at no charge until 01/28/ If [redacted] would like for us to do an alignment on the vehicle, I would be happy to schedule an appointment for him Our Service Manager, Chris T***, contacted [redacted] by phone to confirm all of [redacted] 's issues were handled to his satisfaction [redacted] told Chris everything was done at another dealer and the call ended The only thing we charged [redacted] for was his deductible to [redacted] We did the mount and balance at no charge Hopefully this information clarifies [redacted] 's points I'm happy to provide additional information, if necessary

Dear *** ***,
Thank you for sharing *** ***'s complaint letterI am familiar with the situation regarding the replacement navigation system and have communicated with *** ***Koons Tysons Toyota ordered a replacement unit; however, the unit is on backorder with the manufacturer
(Toyota). We have been given an estimated delivery date of June 10-12, which I relayed to the customer via a phone message. It's important to remember that Toyota may update us with a "push back" of the delivery of the unit, should it not be available next week.I also suggested *** *** contact Toyota's Customer Experience Center at ###-###-#### to open a case. Product concerns should always be directed to the manufacturerI hope this information helps brings this matter to a closeKind regards,
Debra L***

Thank you for providing me with
*** ***’s rejection to our response.
I’d like to address *** ***’s concerns “point by point”:*** *** asked for pricing on a *** without roof rails and crossbars. The salesperson provided the customer with pricing on that vehicle. Unfortunately, the dealership was unable to locate a *** without roof rails and crossbars. At that point, we could not sell a vehicle to *** ***, regardless of the price, as we were unable to locate that specific vehicle. Had that specific vehicle been available, we would have sold it to him at the price quoted.The salesperson did offer pricing on a *** with additional equipment. This is not a “bait and switch” as we did not advertise one vehicle to lure the customer in, and then try to sell him a more expensive unit. *** *** requested pricing information from us.To *** ***’s point that the price quoted was more than the cost of the roof rails and crossbars, please be advised that *** builds its vehicles with “equipment packages”. Therefore, a vehicle built with roof rails and crossbars will likely come equipped with several additional options. The additional equipment is priced as a “package”. If *** *** had wanted to do so, he could have ordered a vehicle from our dealership that would have been built to his specific requirements (without roof rails and crossbars and additional package features). That way, he would not pay for additional features he did not require. It’s important to note that the order process takes from three to six months from order date, and orders must be approved by ***.I am pleased to hear *** ***
was able to find a dealership that had the specific unit he requested, and I
hope this additional clarification will bring this matter to a close. Please let me know if I can be of further
assistance

First, please accept my sincerest apologies for the delay in responding. I completely missed the email for the first complaintI had a lengthy telephone conversation with *** *** on Friday, March 28th. After that conversation, I believe *** ***' concerns were addressed
fully.We sincerely regret our service manager on duty did not replace the battery when the problem was first presented by *** ***. I believe the issues would not have escalated had the manager done so. By his own admission, *** *** acted angry and raised his voice to the manager, as wellThe battery was replaced at no charge to the customer. I also offered to have *** *** return to the dealership to have his vehicle thoroughly inspected by our shop foreman, and would allow *** *** to watch, as long as he wore safety googles and adhered to our safety requirements. During that phone conversation, *** *** thanked me but said he preferred not to return. Later, he emailed me to say he would come in for the inspection, but to my knowledge, never came in.
*** *** did agree to contact me directly should a problem arise with his vehicle as a result of the recall work done and/or battery replacement. It's important to remember this vehicle is a model with 121,miles, and the customer agreed there could be future repairs required based on the time/mileage of the vehicleThank you for the opportunity to share our response. Please let me know if you have any additional questionsSincerely,
*** ** ***
Customer Relations Director

*** ***,
We appreciate the opportunity to respond to this complaint. I believe if you speak with *** ***, he will inform you that his concern has been fully and completely resolved. The dealership agreed to a significant discount on the work. *** ***
agrred to pay $of the disputed amount of $1,904.49. Koons Tysons Toyota will cover the balance and report the agreement to *** ***.
*** *** picked up his vehicle on November 27,
Please let me know if you require additional information concerning this case
Kind regards,
Debra L***
Customer Relations Director

[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: ***
I am rejecting this response because:
This dealership sold the vehicle stating the brake upgrade , super charger and cold air intake was availableIt wasn't and still isn'tI purchased the vehicle based on these itemsI was sold an extended warranty when I went to file a claim they stated they don't sell that warrantyI produced the reciept they stated they can't honor the claim due to not selling that coverageI have a warranty I paid for that I cannot useI went in for issue with vibrationThe alignment was out and the balance was outUnpaid for alignment and balanceThen I'm told the tires are wornI file claim with ***The dealership tells me they ordered tires and made aptThen I am called and told to go to *** OR ** ***I complained to Toyota and the dealership calls and stated don't bother calling Toyota they can't do anythingI then file another complaint and then get a call to come inI drop car off at 6amIncome to pick up at 5:pm car is not doneI had to wait till almost 8:pm to pick upThe next day I find wheel weights in the drivewayI call dealer to have balance done no one calls me back, they refuse to talk to me kept putting me on holdA week goes by I had to goto another dealer to have them do the workChris t*** did call me and when I got to the phone he merely stated what's your problemHe wasn't interested
In talking about the emails he ignored and didn't respond to or the calls he ignored or the fact that a week before they did the tires I paid for balance and alignment and the alignment was off when they did the tiresI asked why and I was told the technicians hate doing alignments on these trucks because they are so hard and the guy most likely didn't do the alignment or didn't to correctlyHad alignment check at other dealer and that was still off after having been done twiceThis dealership sells warranties and work they don't stand behindI was lied to in order to sell a truck to and the parts are not madeThey keep taking my money now they can buy back my truck and I can be done with themMrT*** refused to talk to me therefore he is lying when he states we spoke and I'm okAnd he is lying when he stated I didn't pay for balance and alignment and then told I needed tiresThat should have been done first*** is paying the dealer for the tires under warranty minus what in had to pay
Regards,
*** ***

June 17, Dear *** ***,I am responding to your online
notification of a complaint by *** ***. *** had an email exchange for pricing
information on a *** *** with a member of our sales team, ***
***, in May 2014. **
***
specifically requested an “out the door” price on a *** *** that was built without a roof rack and rails. *** provided
him with that pricing information.Unfortunately, we were unable to locate
a *** with the customer’s build specifications. We were, however, able to locate a *** built with a roof rack and rails, and *** provided *** with pricing on that
specific vehicle, which was slightly more expensive due to the additional
equipment.I spoke with *** in early June
in an effort to gain a better understanding of his complaint. I made every effort to get *** to
understand that he was working pricing information on two completely different
vehicles, and that a vehicle with additional features would obviously be more
expensive. On that call, *** acknowledged
he had already purchased a vehicle from another dealer, so I considered the
matter closed. I hope this updated information helps
with a complete resolution of ***’s concern.Sincerely,

[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: ***
I am rejecting this response because:
This continues to be an attempt at revisionist history by the dealerMy point-by-point addressing of the points-by-point:
MEMORANDUM:
TO: *** ***
FROM: *** ***
SUBJECT: Complaint # 10047672 (*** ***)
Thank you for providing me with ***’s rejection to our response. I’d like to address ***’s concerns “point by point”:
*** asked for pricing on a *** without roof rails and crossbars. The salesperson provided the customer with pricing on that vehicle. Unfortunately, the dealership was unable to locate a *** without roof rails and crossbars. At that point, we could not sell a vehicle to ***, regardless of the price, as we were unable to locate that specific vehicle. Had that specific vehicle been available, we would have sold it to him at the price quoted======>>>>> RESPONSE: The dealer never said anything like: "Well, our price is contingent on finding a vehicle with that configuration," or, "We'll do our best, but we may not be able to find it." No, the sequence was: I provided specifications, they gave me a price on those specs, and there was never any contingency mentionedAt the point I was prepared to act, the price went up
The salesperson did offer pricing on a *** with additional equipment. This is not a “bait and switch” as we did not advertise one vehicle to lure the customer in, and then try to sell him a more expensive unit. *** requested pricing information from us =======>>>>>>>>>> RESPONSE: Of course I asked for pricing informationThat's how you find out how much the dealer wants to charge youBut again, that's just a deflectionI asked for a price on a particular configuration; I got the price; and when I wanted to act, suddenly the price went upThat's the very definition of bait and switch.
To ***’s point that the price quoted was more than the cost of the roof rails and crossbars, please be advised that *** builds its vehicles with “equipment packages”. Therefore, a vehicle built with roof rails and crossbars will likely come equipped with several additional options. The additional equipment is priced as a “package” =======>>>>>>> RESPONSE: IncorrectThere was no mention of a package, just the roof rack and railsThis is another attempt to deflectIn fact, there were additional charges, like "exchange fee" that were never mentioned earlier
If *** had wanted to do so, he could have ordered a vehicle from our dealership that would have been built to his specific requirements (without roof rails and crossbars and additional package features). That way, he would not pay for additional features he did not require. It’s important to note that the order process takes from three to six months from order date, and orders must be approved by ***=========>>>>>>>> RESPONSE: Maybe so, but no one told me anything about thatFirst I'm hearing of it nowMore deflection, in any case: Whether special order was available or not, it doesn't cure the bait and switchI am pleased to hear *** was able to find a dealership that had the specific unit he requested, and I hope this additional clarification will bring this matter to a close. Please let me know if I can be of further assistance
***
Regards,
* ***

Thank you for providing me with
[redacted]'s complaint
""> First, please be
advised that [redacted] is not the registered owner of the vehicle. Before responding to this complaint, I
contacted the owner and was given permission to share information with [redacted] and the Revdex.com
When [redacted] first requested
that the dealership help facilitate a warranty claim with [redacted] on his
tires, we informed him that tires are not covered by the Toyota manufacturer
warranty (see "What Is Not Covered" in the Toyota Warranty Handbook) and he
would need to work directly with [redacted] and/or a [redacted] tire dealer. (NOTE:
Koons Tysons Toyota is not a registered tire dealer. We purchase all tires through Dealer Tire, a
registered tire dealer). [redacted]
expressed concerns about having to work directly with a tire dealer, so our
Service Manager contacted [redacted]'s corporate office and worked out a plan to
have the tires shipped to the dealership, with the customer sharing in the
expense[redacted] came in and work was done. On 07/05/2014, [redacted] emailed our Service Manager, Chris T[redacted], stating there was a problem with the wheel weights falling off. He requested a refund for work done. MrT[redacted] noted that the customer did not pay anything for the service, only 30% of the tire depreciation (parts only - required by [redacted], not Koons Tysons Toyota)MrT[redacted] contacted [redacted] by phone to be sure no other services were requested from Koons Tysons Toyota. [redacted] said nothing else would be requested.
We respectfully request the matter be closedWith great appreciation,
Debra *L[redacted]
Koons Tysons Toyota

Dear [redacted],
I'm happy to update you on the finalized repair of **. and [redacted]'s 2015 Toyota Prius.  After the [redacted]'s contacted Toyota's Customer Experience Center, a case was opened with the Toyota Parts Division and assigned to Mr. Percy C[redacted] with Toyota corporate.  Mr. C[redacted] located a replacement unit and shipped it to the dealership.  The part arrived on Thurday, June 11th.  **. [redacted] dropped his vehicle off at the dealership on Friday morning, June 12th.  The dealership installed the replacement radio, checked to be sure it was working properly, and **. [redacted] picked up the vehicle on Friday evening.
As stated in my previous communications with your office and the [redacted]'s directly, the remedy for this situation had to done by the manufacturer.  I'm happy Toyota was able to rectify this problem. 
Please do not hesitate to contact me if there is anything more we can do in this matter.
Respectfully,
Debra L[redacted]
Customer Relations Director

Ms. [redacted],
Thank you for giving us the opportunity to respond to Mr. [redacted]'s complaint.  Mr. [redacted] was here at the dealership this week, so we've had a discussion with him directly. 
Mr. [redacted] purchased a 2011 [redacted] from Koons Tysons Toyota on April 4, 2013. ...

The vehicle had 91,557 miles on it at point of sale.  Due to the mileage, the vehicle could not be sold as a Toyota Certified Used Vehicle (TCUV).  The vehicle received a used car check out and passed Virginia Safety Inspection.   The dealer ran a [redacted] report which the customer acknowledged receiving.  The [redacted] did not show an accident, nor was there any indication the vehicle had been in an accident.  The customer has driven the vehicle for two years, with no safety concerns reported.  The customer had the vehicle inspected in 2014, and it passed the Virginia Safety Inspection at that time.
The customer had a [redacted] run recently, and there is an accident now reported.  Had this information been available on April 4, 2013 when the customer purchased the vehicle, the dealer certainly would have disclosed the information. 
The dealer offered to give Mr. [redacted] an excellent trade-in value on the vehicle if he would like to trade it in at Koons Tysons Toyota.  The dealer also offered to purchase the vehicle outright from Mr. [redacted].  Either of those offers are still open and available to Mr. [redacted].
Thank you for your help in bringing this situation to an amicable close.
Sincerely,
 
Debra S. L[redacted]
Customer Relations Director

[redacted]
Thank you for providing me with [redacted]'s response.  I will address each of [redacted]'s comments separately:
1.  [redacted] is correct regarding the accessories not being available.  When new models are released, the corresponding accessories are usually available within the next 6 months from the release date.  Toyota releases new model accessories in the spring and fall.  This vehicle was leased in the spring, so we explained the accessories would be available in the fall.  Toyota made the decision not to complete production of accessories for the Toyota [redacted], since Toyota will no longer manufacturer this model.   That was a decision made by Toyota corporate, not the dealer.  We are only able to provide information on timeline that we receive it.
2.  The manufacturer warranty DOES NOT cover tires.  Tires are listed under the "What's Not Covered" heading in the Warranty Information Booklet. 
3.  [redacted] states he purchased an extended warranty.  I do not see anything that would indicate that he, or rather, his wife (since he is not on the paperwork), did.  However, an extended warranty would not be relevant because the vehicle is still within the 3 year/ 36000 mile warranty period from the manufacturer.
4. Toyota covers a one-time alignment under the manufacturer warranty within one year of Date of First Use (DOFU).  Since the vehicle was leased by Mrs. Semrad on 01/28/2014, then the alignment would be done at no charge until 01/28/2015.  If [redacted] would like for us to do an alignment on the vehicle, I would be happy to schedule an appointment for him.
5.  Our Service Manager, Chris T[redacted], contacted [redacted] by phone to confirm all of [redacted]'s issues were handled to his satisfaction.  [redacted] told Chris everything was done at another dealer and the call ended.
6.  The only thing we charged [redacted] for was his deductible to [redacted].  We did the mount and balance at no charge.
Hopefully this information clarifies [redacted]'s points.  I'm happy to provide additional information, if necessary.

[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:  Koons Tysons Toyota (Koons) appears to be trying to distance themselves from the issue of selling defective products and assisting us with a resolution when:
  By accepting and selling products from Toyota, Koons becomes a representative of Toyota;
  Koons sold us the car with defective equipment;
  Koons accepted the check for the car;
  Koons appears not to accept responsibility for product quality for items they sell.
  Koons, in their response to the Revdex.com (not to us), has again pushed back the date of repair and is allowing for a potential open-ended repair date to resolve the issue.
It is important to note, too, that Koons only provided the Toyota Customer Experience telephone number after prodding from us. We will avail ourselves of that telephone number. However, Koons appears to be portraying themselves as having no responsibility for the products they sell. Additionally, they have not been willing to intercede with Toyota on their customer's behalf for any kind of warranty accommodation, partial refund, and/or the use of a loaner car until the problem is fixed. We are also willing to accept a new car with perfectly functioning equipment if they cannot, in a reasonable amount of time, resolve our issue. It has been 2 months since the purchase of the car. How long will Koons allow this matter to continue without investing their own resources into providing customer satisfaction?
Koons needs to recognize and accept their involvement in and responsibility for selling us a car with faulty equipment. In the meantime, knowing that there is documented issue with the [redacted] system,  they continue to sell cars having the same potential problem. Are they disclosing that fact to potential buyers?
Regards,
[redacted]

Thank you for this important information.  I spoke with [redacted] today and feel I have a clear understanding of his complaint.
I agreed to honor [redacted]'s request of a refund of $150.00 for the pro-rated portion of his wheel alignment agreement.  I submitted a check request...

today.  [redacted] should receive the check within 5 business days.
Most importantly, we regret losing [redacted] as a customer.   I hope he will reconsider visiting our dealership in the future.
Sincerely,
Debra L[redacted]
Customer Relations Director

[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:
The response from the dealer is no more than standard car sales dissembling. They are trying to divert attention from the real issue: The fact that they promised a price for a certain set of features, and then bait-and-switched away from it. They are trying to cast this as a matter of them doing me a "service" by seeking out pricing on different models, in order to deflect attention from the fact they gave me a quote on exact specifications I provided and the salesperson confirmed. And by the way, even their purported excuse doesn't add up -- the amount by which the quoted price increased was more than the cost of the additional equipment.
The dealer's poor behavior is even worse when you consider that NO cars are available without the additional equipment they suddenly found after they gave me the price. It's a false option -- a non-option option. So to lowball the estimate when they, as dealers, should have known it was bogus makes the behavior even more suspect.
Car people wonder why they are held in such low esteem. While this is not the worst behavior I've encountered by a dealer, this is one reason why people have such low regard.
They are right on one thing -- I did buy a car elsewhere, once they refused to honor the price they gave me.
Thank you for your assistance, and please contact me if you would like any other information.
Regards,
[redacted]