Koons Tysons Toyota

Review: On May 28, 2013, I purchased a 2013 Toyota Camry from Koons Toyota of Tyson’s Corner from [redacted]. What started out as the most seamless car buying experience I have ever had, is quickly turning into the biggest headache I have ever experienced!

While [redacted] was AWESOME, the same cannot be said of all of the staff at Koons Toyota. On June 17, 2013, I contacted [redacted] to let him know that the paper tags had washed away from my car due to all of the rain and he assured me he would overnight me more tags. On June 18, 2013, I get a voice message on my cell phone from [redacted]. Her message indicated she was calling concerning my tags. As soon as I got into my office, I saw that I had two more phone calls from Koons Toyota. As I was checking those messages, [redacted] called again! I spoke with her briefly and she explained that the dealership had tried to transfer my tags, but because my previous vehicle was an SUV, they were unable to transfer the tags. I explained to [redacted] that when I purchased the car, [redacted] completed all of the paperwork. He was in such a rush that he checked “new tags.” When I brought this to his attention, he said to me “no problem. We process these things internally. I’ll just make the adjustment and once everything is done, we’ll send you a check for the difference.” [redacted] offered to send me the paperwork showing that I had paid the transfer rate rather than the new tag rate. As I explained to her, my tag paperwork was for new tags, and if new tags cost more, and the dealership had already offered to REFUND the difference, I wasn’t going to pay MORE money for MORE new tags! I provided her my fax number, unaware that our office fax machine was not working.

As an attorney, I was participating in negotiations for my employer. A few hours after speaking with [redacted], my supervisor came and pulled me out of negotiations to inform me that she had received a call from Koons Toyota. She explained to me that [redacted] had called her, my supervisor, on her private line, to make her aware that the fax was not working and that she wanted to get me the information to get my tags taken care of because I owed money for the tags!! I cannot even begin to communicate the inappropriateness of her calling my supervisor about my personal business! My work number was provided on my finance application to verify employment, NOT to call and harass my supervisor! What makes matters even worse is that after my supervisor told her she could not address that situation, but she could send me an email to my personal email if she had it, [redacted] proceeded to call my work phone several more times, email me, and then called my supervisor again! This disruption to my work environment prompted my supervisor to pull me OUT of the negotiations that my employer pays me to participate in! I have NEVER experienced anything like this in my life!

It is one thing for Koons to screw up the paperwork for my tags. It is a totally different ball game for Koons to call my job and harass me and my supervisor. It is even worse that I purchased the car several weeks ago, and now, 10 days before my tags expire,and only after I called about my paper tags, I am being told "you need to pay an additional $160." This is not what I was told from the beginning. I was told that since he had already completed the paperwork for NEW tags, that I would be refunded the difference when my tags were transferred. I'm sorry that the finance department made a mistake and was too lazy to re-print the paperwork. Unfortunately, it is a costly error that Koons needs to be responsible for rectifying! Calling me seven times and my supervisor twice,is grossly inappropriate.Desired Settlement: If the paperwork was incorrect, then Koons needs to pay the difference in the cost of the tags and provide me with tags for my vehicle, ASAP.

A written apology, to myself and my supervisor, for disclosing my personal information and for causing an inappropriate and unnecessary disruption to my workplace.

Business

Response:

Thank you for providing information regarding [redacted]. On behalf of the dealership, we sincerely apologize to [redacted] for the confusion regarding the registration of her new vehicle.

The Maryland Department of Motor Vehicles (MVA) will only allow the transfer of tags for "same class" vehicles. [redacted] traded in a Nissan Rouge, which is an SUV, for a Toyota Camry, which is classified as a sedan. When the dealership attempted to process the registration, it was rejected by the MVA. Consequently, the cost of the registration is more expensive when a customer is required to purchase new tags. We have provided [redacted] with the invoice from the MVA (via her personal email address) so she is aware of the breakdown of charges. DMV fees are paid by the customer -- not the dealer. Once these fees are paid, we'll be happy to complete the registration process.

As for the calls to [redacted] by our title clerk, it should be noted that the title clerk called the number [redacted] provided to us when she purchased the vehicle. The title clerk placed 3 calls to [redacted], as follows:

June 18 at 11:42 a.m. - 42 seconds

June 18 at 11:44 a.m. - 43 seconds

June 18 at 2:21 p.m. - 2 minutes, 39 seconds

The title clerk said that the phone was answered by a woman who provided the title clerk with [redacted]'s extention number. Again, we apologize if this caused any inconvenience to [redacted]; however, we called the number provided by her.

I personally left a message on [redacted]'s home number (as provided by her), as well as emailing her at the personal email address she provided. I have not yet received a response from [redacted].

Please let me know if you have any additional questions. We appreciate your efforts in bringing this matter to a close.

Sincerely,

Customer Relations Director

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I sold my vehicle to the dealership on June 7th , 2013. Since I made several attempts to contact them to pay off the negative equity so they can pay the loan in full to the bank and take full responsibility of the vehicle as promised. Since they have given me the run around with the deal. The only thing that held me back from making the payment was there was no deal in the system so I could not make the payment. They are now insisting that I had them the title to process the deal. The lien holder tells me that I am not legally allowed to give them the title until they pay the loan in full. I've already paid my portion of the negative equity directly to the loan servicer. All that needs to be done is for the dealership to pay the amount promised to the loan servicer and I can give them the title so they can get a release of lien. I am being threatened by the dealership that the will cancel the deal if I do not give them the title.Desired Settlement: I have no idea what can be done. Need help.

Business

Response:

Thank you for sharing the referenced complaint. To be clear, Koons Tysons Toyota agreed to purchase the vehicle from the customer for $7,040. Since the customer owed more on the vehicle than that amount AND she had the title to the vehicle (with [redacted] as the lienholder), the customer was told we would not move forward with the transaction until we had the title and the payoff difference (cash, check or credit card). At that point, Koons Tysons Toyota would make the payoff of the vehicle, receive a lien release from [redacted], and obtain a clear title. This information was shared with the customer on several occasions.

As of late in the afternoon on 6/18/13, the customer brought in the title to the vehicle and made the payoff difference to [redacted] so that the transaction could be completed. At this point, this matter should be closed. Please let me know if you need any additional information.

Sincerely,

Customer Relations Director

Review: I went to Tyson's koons Toyota to get a car so that my kids and I could have a vehicle that we are safe in while driving. Having no credit, no payment down and being a first time buyer I was greeted by a person who said they could help me. Being a first timer to any kind of "business agreement", I went in a little naive but full of faith in the people that were working with me. I chose the car I liked and started filling out the paperwork. I was skeptical on if my paychecks would be able to pay the asking price monthly, I was told I could "bring the car back if it was a problem within 7 days". That night I took the car home and further thinking about it I decided to bring it back.g When I called the dealership I was informed that I could not bring the car back but only exchange it. I put my bf on the phone to better explain the situation and the manager hung up on him. Not ohnly did he hang up on him, other employees decided to call my co-signer to complain. I called again and I was sent to speak with someone from customer relations. She also told me the policy was only exchange and that I could not return the car. I told her I was misled and being a first timer I took her co-workers word at face value, I believed in their businesses integrity. She continued to indirectly call me a liar. On 11/22 I went back to koons to speak with the GM. I was greeted by customer relations instead. She again reiterated I couldn't return the car. When the GM finally came to speak with me, he also implied I was lying as to what was told to me by saying "nobody here would tell you that. Not only did I feel offended but I then was told I had until that night to sign on a new offer with lower payments or my current payment would be upheld and my only option would be repossession, so out of intimidation I signed a new contract which isn't what I went in to do. I understand I signed a "contract", I also believe I was misled and this company should have enough integrity to uphold their promise of costumer satisfaction.Desired Settlement: To have the vehicle returned like I was told I could do.

Consumer

Response:

tome

Review: The Koons Toyota Tyson performed a repair on my car. The repair was defective. I returned my car for fixing their poor repair. They accepted the poor repair. They repaired it again. They wasted my time and my money. During the 2nd repair period I requested for a replacement car until my car is repaired. They charged my credit card for $57.18 for two days rental. It was their poor repair and they must have provided me with the car without charge. They have no respect for customers. The manager of koons toyota take no responsibility. His phone extension even does not exist. When a manager of company phone extension does not exist and it is a lie what do you expect from other employees? These people are disrespectful and racist. They have very low level of education. They try to revenge their personal anger against minorities by ignorance and disrespect. I am very confused and dissatisfied.Desired Settlement: Refund of the bill. Apology.

Business

Response:

The following information is provided in response to **. [redacted]’s complaint:

On February 23, 2010, **. [redacted] brought his vehicle in for repair with the Koons Collision Center of Alexandria. **. [redacted] used the collision center’s satellite location at Koons Tysons Toyota to drop off and pick up the vehicle, though the work was completed at the collision center, located in Alexandria, VA. It is important to note the collision center is not a part of, nor managed by, Koons Tysons Toyota. The satellite office located at [redacted], Vienna, VA 22812, is offered as a convenience to customers wishing to use the Koons Tysons Toyota rental department.

On December 27, 2011 (almost two years from date of original repair), **. [redacted] returned to Koons Tysons Toyota with the vehicle, claiming there was a problem with the original repair. The Koons Collision Center estimator (on-site at Koons Tysons Toyota) inspected the damage and determined it was not related to the previous repair. After several phone calls between **. [redacted] and his insurance company, [redacted], the representative from [redacted] agreed to pay for the repair as a “goodwill” gesture only, with the understanding that [redacted] would not pay for a rental vehicle while the vehicle was being repaired at the collision center in Alexandria.

**. [redacted] was informed he would need to pay for the rental by three different people ([redacted] representative, collision center representative and rental agent at Koons Tysons Toyota). **. [redacted] agreed and contracted on a rental vehicle through the Koons Tysons Toyota rental desk, and provided his personal credit card to pay for the rental. **. [redacted] kept the rental vehicle for 2 days and the bill was $57.18. **. [redacted] authorized the charge by signing the credit card receipt.

About 10 days later, Koons Tysons Toyota was informed by **. [redacted]’s credit card company that he had disputed the charge of $57.18, and the charge was reversed by the credit card company. The dealership was unsuccessful in recovering the $57.18 from **. [redacted].

In July 2013, **. [redacted] returned to Koons Tysons Toyota in order to have his vehicle repaired by the Koons Collision Center, as a result of a recent accident. He also stated he wanted to rent a vehicle from the Koons Tysons Toyota rental office. The rental agent explained to **. [redacted] that he would be unable to rent a vehicle until the previous unpaid charge of $57.18 was paid in full. **. [redacted] refused to do so, and left without leaving his vehicle for repair.

We find it interesting that, after almost two years, **. [redacted] is requesting a refund of $57.18, especially since his credit card company reversed the charge in 2011.

The staff at Koons Tysons Toyota has been professional and courteous to **. [redacted] throughout this entire process. The decision to not rent a vehicle to **. [redacted] was based solely on the fact that he would not settle his unpaid bill.

On another note – **. [redacted] noted in his complaint that a phone extension he tried to use was incorrect. **. [redacted] may be working from an old directory. All four-digit extensions were changed to five-digit extensions about six months ago. Example: Previous extension was [redacted]. New extension is [redacted]. Correct extension numbers may be found on our staff directory at www.koons.com.

I hope this information is helpful in bringing this matter to a close. Please contact me should you have any questions.

Sincerely,

Customer Relations Director

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I did not contact the [redacted] about any defect. Koons contacted my insurance company without my knowledge. The repairs are 100% guaranteed to be without defect by Koons, and they warranted any repair in case of any defect. Koons repair was defective. They accepted it, and they did not tell me even one word about my insurance involvement. They contacted my insurance for the repairment of their previous defective repair while under their 100% guarantee they were responsible for the repair. They abused my insurance and they did not tell me about it. It is really interesting that Koons does not follow its own guarantee guidelines and use insurance to be repaid.

Review: I took my vehicle to this location to have a manufacture recall repair done. In the process, this establishment tried to conned me out of $120 by way of lying about a dead car battery. When I refused to purchase a new battery, an employee on-site named, [redacted] became aggressive. His behavior progressed to a point that I felt threatened and called the local PD. After the battery was fixed (at no cost to me), I left and noticed one of my headlights was not working. The vehicle was in proper working order when it arrived that morning prior to repairs. I learned the bulb inside the headlamp had been disconnected. Given the circumstances this seemed like a vindictive maneuver on the part of this dealer's shady employees. I'm left wondering what else may have been tampered with on my vehicle and will hold this location full responsible for any damages that come as a result of their sabotage.Desired Settlement: The Koon's family needs to be more selective in the people they hire to represent their family business.

Business

Response:

First, please accept my sincerest apologies for the delay in responding. I completely missed the email for the first complaint.I had a lengthy telephone conversation with [redacted] on Friday, March 28th. After that conversation, I believe [redacted]' concerns were addressed fully.We sincerely regret our service manager on duty did not replace the battery when the problem was first presented by [redacted]. I believe the issues would not have escalated had the manager done so. By his own admission, [redacted] acted angry and raised his voice to the manager, as well.The battery was replaced at no charge to the customer. I also offered to have [redacted] return to the dealership to have his vehicle thoroughly inspected by our shop foreman, and would allow [redacted] to watch, as long as he wore safety googles and adhered to our safety requirements. During that phone conversation, [redacted] 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. [redacted] 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 2003 model with 121,000 miles, and the customer agreed there could be future repairs required based on the time/mileage of the vehicle.Thank you for the opportunity to share our response. Please let me know if you have any additional questions.Sincerely, [redacted]Customer Relations Director

Review: I (WAS) a loyal Toyota customer, until I fell victim to a fraud that is still going on.

[redacted] , of Koons Tysons Toyota Dealership seems perfectly content to keep on with a practice that I was told by several individuals at the dealership, isn't what you'd like, but "brings business in"and afterall you'll be happy in a new car!

My complaint is that I was promised $16,533 for my vehicle as trade, and after I turned down a lower offer, cancelled my insurance ( with [redacted] who keep customers interest first ) and took the day off to complete the purchase of a Koon's car, the salesperson presented me with paperwork that indicated a trade in value of $12,000.

Apparently, alot of Koon's customers are falling for the same routine. When the fine print is boiled down, most attorneys I have talked to say its its fraud, some say , its a lesser legal characterization. No one says its right, just, or fair.

They are still doing the same routine, and its been so profitable they now arnt just on radio, but also TV.

It has to stop and I am going every step of the way , to the Blessed Supreme Court, if necessary , if no one will stop them from continuing this fraudulent practice.

Please help, there are hundreds of others ( According to Koons) and we need a rally point for class action. I see people in the dealership, some enlisted, some dpmestic workers, or making their way immigrants, some just getting by with no time to argue or ability to understand the fine print however many times read.

Has to stop.Desired Settlement: Letter Admitting violation of Dealer Agreement, which also promise to performance to provide:

Damaged Paid to complainant immediately.

Damages to class of buyers/potential buyers, as and when they are identified.

Letter stating intent to cease and desist.

Amendment of policy to reflect, specifically, that Code of Conduct of Koons Automotive, et al shall , hence forward specifically prohibit said practices.

A statement, signed and attested to, made available to all customers, by [redacted] and [redacted] Koons, that henceforwward, as dealers for the number 1 selling automibile company in the world, they pledge to be intolerant of any such fraud in the organization, and to make customers whole should it recur.

Business

Response:

Dear **. [redacted],Thank you for bringing this matter to my attention. We sincerely regret [redacted] feels the way he does. We made every effort to assist him a) when he was at the dealership, and b) with phone calls and emails after his visit. I've cut/pasted the email I sent to [redacted] below. I believe the information addresses [redacted]' concerns. Please let me know if you require any additional information: From: [redacted] <[redacted]>To: ** <[redacted]>Date: 03/15/2014 12:51 PMSubject: RE: Koons Tysons Toyota

Review: I own a consulting firm that helps women buy cars. I negotiated a deal for a 2012 Toyota RAV4, on behalf of a client in [redacted], with a sales person at Koons Tyson Toyota and gave them a deposit on the car (via credit card number) on Saturday morning, March 23, 2013. They sent me a signed buyer's order for the vehicle, showing the negotiated price. The vehicle was scheduled to be delivered to my client at noon on Monday, March 25, 2013. I called the dealership first thing that Monday morning to confirm the delivery time. I was told that they had sold the car to someone else. Another sales person had removed the "sold" sign from the vehicle (it was being held under deposit for my client) and sold it to a customer that walked in on Saturday night. I had a signed purchase order and a deposit on the car, but they sold it out from under me. In nearly 30 years in the car business, I have NEVER had a dealership violate a contract and a deposit like that. My client had to call her credit card company to have the deposit charge reversed.Desired Settlement: Nothing can be done to resolve the situation, as they do not have another vehicle to delivery that fits my client's criteria. I just want to let others know that Koons Tyson Toyota is a dishonest, unethical dealership. I have filed a formal complaint with Toyota, and they have launched an internal investigation into this dealership's business practices.

Business

Response:

Thank you for brining this matter to my attention. I actually spoke with [redacted] about her experience, so I'm unclear if she reported this information to your office before or after that conversation.

[redacted]'s point is well-taken -- the dealership did sell the vehicle after taking her deposit. We are all extremely sorry this happened and sincerely wish it had not. Our general manager reached out to [redacted] to offer his apologies, as well.

It appears she made her complaint "for reference only" and is not seeking a resolution. We hope that [redacted] will contact us directly if she has any additional concerns or needs assistance in any way.

Sincerely,

Customer Relations Director

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. I do hope the dealership improves its internal communications and processes to prevent this situation from occuring in the future.

Regards,

Review: My troubles with Koons Tysons Toyota and my 2007 Toyota [redacted] SE started later last year (2013) with engine related noise. At that time I decided to take my car to Koons Tysons Toyota as I have been a loyal customer there for the past 6 years. The service shop recommended replacing the [redacted] gearbox, or Variable Valve Timing with intelligence, an automobile variable valve timing technology. After following their recommendation, my car seemed to be performing well until spring of this year (2014). That’s when the engine noise came back. I took my [redacted] back to Koons Tysons Toyota service shop for inspection. I was then informed that the oil level was low in the engine and that the computer did not show any other issues with the car. They added oil to my engine and asked me to drive my car for 1000 miles or until the noise comes back. Following this visit, the car was driving with no noise and the problem appeared to be fixed.

Unfortunately I started having the same issues with the engine noise this past October (2014). I took my car back to the shop on Saturday, October 25th at 8:30 am. I was kept waiting until 3pm just to get an assessment of the situation of my [redacted]. Finally, Michael O[redacted], one of the service managers informed me that the car needs an engine overhaul to check for the source of the problem and that he will give me a detailed estimate after he talks with his head technician on Tuesday. Before I left, Michael assured me that the car was safe to drive as they had added more oil to the engine. Four hours after leaving the service shop that day my car broke down and I had to tow it back to Koons Tysons Toyota for a charge of $102. The following morning, Sunday, October 26th , I talked with Michael O[redacted] again and we decided to keep the car in the shop to do the engine overhaul and he said this service normally cost around $8,000. I was informed later that Toyota agreed to pay 75% of the total cost of the repair and that I’m only responsible for the remainder of the cost.

On the day the car was ready for pick up, Friday, November 7th, I arrived to Koons Tysons Toyota at 9:00 am. I paid a service charge of $1,904 at the cashier and then proceeded to the car pick area only to discover that the check engine light was still on and that the engine had a slight unusual noise. I went back inside the shop to complain and was kept waiting by Mark until past 11:00 am, on a work day, only to discover that they need to keep my car for another day to fix the issue. When I went to pick up my car on Sunday, November 9th, I was told that they had to adjust the camshaft timing and I was assured by another service manager at Koons Tysons Toyota, Colleen G[redacted], that my car is definitely fixed this time and it should be running well. After I left the shop that day my check engine light was back on. So again, I brought my car back to Koons Tysons Toyota service the following morning, Monday November 11th and I requested to speak with a senior manager. I ended up talking to Peter O[redacted], Service Director. He assured me again that his shop will be working on fixing my car problem this time. Unfortunately after receiving such poor service over the past year and spending countless hours working with Koons Tysons Toyota, I no longer trust the service I have received but I need my car fixed for real. At the very least, I should be compensated for the inconveniences their bad service has caused me while my car issues have yet to be truly fixed. Along with being compensated, I also feel as if the public should be alerted to this situation. If this can happen to a loyal customer for the past 6 years, I’m sure it can or has happened to others.Desired Settlement: I’m requesting that the Koons Tysons Toyota perform a superior service on my car to fix all related issues to my engine problem and to provide me with a warranty letter stating that their service shop will fix any future problems that might result from the current engine issues. In addition, I should be compensated for the inconveniences their bad service has caused me as I have missed almost a full day of work (equating to all my visits to Koons Tysons Toyota due to the issues not being fixed the first time). I also need to be reimbursed for the towing charge.

Business

Response:

[redacted],

We appreciate the opportunity to respond to this complaint. I believe if you speak with [redacted], he will inform you that his concern has been fully and completely resolved. The dealership agreed to a significant discount on the work. [redacted] agrred to pay $500.00 of the disputed amount of $1,904.49. Koons Tysons Toyota will cover the balance and report the agreement to [redacted].

[redacted] picked up his vehicle on November 27, 2014.

Please let me know if you require additional information concerning this case.

Kind regards,

Debra L[redacted]

Customer Relations Director

Review: I had gone in for issues with 2014 FJ purchased at Koons of Tyson's. After the alignment and balance it was determined the tires were the issue. I contacted [redacted] and they stated they you pay for 100% of two tires and 70% of two tires. That the dealer should order them and they would take care of paying the dealer. No one at the time wanted to order the tires. I made three subsequent phone calls and the manager John would not get on the call nor would he return my calls. [redacted] called the dealership and they were treated the same they were ignored. They called me back and said they cannot wait on hold indefinitely I cannot get anyone to help resolve this issue. I went to the dealer at 6am just to get someone to speak to me. They took the info and ordered the tires. They scheduled and appointment. Then I received a call a day or so later that they were not going to put the tires on my vehicle unless I paid for them upfront and made [redacted] pay me back.

Then I filed a complaint with Toyota and the customer service rep. Called and stated that they could not install my tires and that she could get me the information for [redacted] or other tire shop to install my tires. If I bought the tires they couldn't install them since they do not install outside tires. Koons Toyota Refuses to honor [redacted] Tire Warranty.

This is the same dealer who sold me a vehicle stating the parts I wanted to buy for it were available and they are not available and may never be available.Desired Settlement: I would like the dealer to buy back my vehicle. I have had nothing but trouble with this vehicle, it's tires, and the dealer had mislead me when I purchased the truck stating the big brake kit and supercharger and cold air intake were available for my vehicle and that is why I purchased it rather than choosing a different year or vehicle. The parts I wanted after I bought the truck were discontinued and the others are not available. The dealer is refusing to provide proper care and service for my truck and to honor warranties for items they carry and sell, in this case he tires. The dealership says I have no recourse since they are an independent dealer and I have no recourse. I do not want a product where the dealer can pick and choose what services and warranties to honor. I do not trust a dealership who says "it doesn't do any good to complain to toyota when the calls just get forwarded back to he dealer for resolution, they don't care because we're independent". The dealership is telling me I have no rights and no recourse because they can do what they want.

Business

Response:

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. Mr. T[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).Mr. T[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 closed.With great appreciation,Debra *. L[redacted]Koons Tysons Toyota

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

This dealership sold the vehicle stating the brake upgrade , super charger and cold air intake was available. It wasn't and still isn't. I purchased the vehicle based on these items. I was sold an extended warranty when I went to file a claim they stated they don't sell that warranty. I produced the reciept they stated they can't honor the claim due to not selling that coverage.I have a warranty I paid for that I cannot use. I went in for issue with vibration. The alignment was out and the balance was out. Unpaid for alignment and balance. Then I'm told the tires are worn. I file claim with [redacted]. The dealership tells me they ordered tires and made apt. Then I am called and told to go to [redacted] OR [redacted]. I complained to Toyota and the dealership calls and stated don't bother calling Toyota they can't do anything. I then file another complaint and then get a call to come in. I drop car off at 6am. Income to pick up at 5:30 pm car is not done. I had to wait till almost 8:00 pm to pick up. The next day I find wheel weights in the driveway. I call dealer to have balance done no one calls me back, they refuse to talk to me kept putting me on hold. A week goes by I had to goto another dealer to have them do the work.

Review: Had several phone calls all taped on iPhone and e-mail exchanges with [redacted] from Koon’s Toyota Tyson’s Corner, VA and several times completely clarified the numbers on the price of a new car. Once it came time to purchase the car and I offered to use my credit card to hold it the whole story changed.

[redacted]’s argument was that all the fees are posted on the website and while I agree with this the numbers he gave me and discussed in detail and made verbal promises about were all misleading. Another misleading business practice that Koon’s does is they charge twice for the freight on cars. The fright/delivery fee is already on the sticker direct from Toyota and they charge this fee again to the customer along with processing fees, taxes, title fees which one would expect. Other Toyota dealers DO NOT do this. Example [redacted] Toyota, you can verify that any of their contracts just have processing fee of $449, taxes and title NO freight charges. Even the General Manager at the Ford dealer in Tyson’s (another Koon’s business) admitted this is a practice several car dealers do though unethical.

I am also contacting my attorney and Liz Crenshaw from NBC 4 Washington DC so she can do an on-air report of this to protect other consumers.

I am posting on several multi-media sites to steer clear of Koon’s Tysons Toyota and other Koon’s automotive groups that continue this practice.

Business

Response:

Thank you for the opportunity to address **. [redacted]’s concerns, especially as they relate to the business practices at Koons Tysons Toyota.

Review: I was shopping for a new car, and the dealer committed classic bait and switch. It quoted me a price for a vehicle. I was interested in making a purchase at that price, and when I sought to confirm the details, the offer was suddenly no good any more. The sales person said that he had talked with his manager, and the price was suddenly nearly $800 than I was first quoted. I had provided exact specifications on what I wanted.Desired Settlement: Honor the price as originally quoted.

Business

Response:

June 17, 2014Dear [redacted],I am responding to your online

notification of a complaint by **. [redacted]. **. [redacted] had an email exchange for pricing

information on a 2014 [redacted] with a member of our sales team, [redacted], in May 2014. **. [redacted]

specifically requested an “out the door” price on a [redacted] that was built without a roof rack and rails. [redacted] provided

him with that pricing information.Unfortunately, we were unable to locate

a [redacted] with the customer’s build specifications. We were, however, able to locate a [redacted] built with a roof rack and rails, and [redacted] provided **. [redacted] with pricing on that

specific vehicle, which was slightly more expensive due to the additional

equipment.I spoke with **. [redacted] in early June

in an effort to gain a better understanding of his complaint. I made every effort to get **. [redacted] 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, **. [redacted] 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 **. [redacted]’s concern.Sincerely,

Consumer

Response:

[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]

Review: [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.

Review: The Koons Toyota Tyson performed a repair on my car. The repair was defective. I returned my car for fixing their poor repair. They accepted the poor repair. They repaired it again. They wasted my time and my money. During the 2nd repair period I requested for a replacement car until my car is repaired. They charged my credit card for $57.18 for two days rental. It was their poor repair and they must have provided me with the car without charge. They have no respect for customers. The manager of koons toyota take no responsibility. His phone extension even does not exist. When a manager of company phone extension does not exist and it is a lie what do you expect from other employees? These people are disrespectful and racist. They have very low level of education. They try to revenge their personal anger against minorities by ignorance and disrespect.

I am very confused and dissatisfied.Desired Settlement: Refund of the bill. Apology.

Business

Response:

[redacted] <[redacted]>

Review: e-mail from [redacted] says freight is included in the price.I was charged for the freightThe ePrice: $15,I paid $16,040.00.When I contacted the sales department I explained the problem and was told they would check and get back to meI also e-mailed krystalc without any response.Desired Settlement: refund of $plus taxes paid on that amount
Business
Response:
**[redacted],
Thank you for providing information on a recent complaint from [redacted]I emailed **[redacted] earlier today, as follows:
**[redacted]
Thank you for sending me a copy of the email you received from Krystal KoonsI have highlighted in yellow the disclaimer which states: "We make every effort to provide accurate information, but please verify options and price before purchasing."
Koons Tysons Toyota made it very clear to you when presenting pricing information that freight would be added back inThat information was provided to you on an e-pencil, which you signed, prior to contracting and taking deliveryAll pricing information was fully disclosed to you at time of saleYou agreed to the price of the vehicle, and knew that the freight charge would be added back in
It appears **[redacted] received the email from Krystal Koons after the sale was finalizedThe reason there is a disclaimer on our website and all correspondence is for handling issues such as this oneAlthough we make every effort to post accurate information on vehicle features and pricing, the customer MUST be sure to review the information at point of sale as noted in the disclaimerThe dealer would not have sold the vehicle to **[redacted] without adding the freight back inThe Koons Tysons Toyota website clearly states "plus frieght" on all Scion models
It's unfortunate there was a misunderstanding; however, Koons Tysons Toyota is a "full disclsoure" dealership and completely transparent on pricing**[redacted] signed an e-pencil and buyer's order with the correct pricing before taking delivery of the vehicleThe dealership staff was completely honest with all pricing information and **[redacted] agreed to purchase the vehicle at that price
I hope this information can bring this matter to a closePlease feel free to contact me with any additional questions or concerns
Kind regards,
Consumer
Response:
[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]
Review: [redacted]
I am rejecting this response because:
I do not accept koons response as the e-mail from krystalc is dated 6/I bought the car on 6/In my opinion koons is still being less than truthfulIt appears I should have been heeding “Buyer be Aware” advice when dealing with koonsI assure you I will not return to koons but I will tell all that ask I do not believe them to be truthful
Thank you for your effort[redacted]
Regards,
Business
Response:
**[redacted],
Thank you for providing **[redacted]'s responseAs you know, our highest priority at Koons Tysons Toyota is to provide outstanding customer service to all our valued customersIt's unfortunate **[redacted] feels he was misled by a member of our staffClearly, the salesperson, sales manager and finance manager all reviewed the selling price with the customer prior to his agreement to purchase the vehicleThe selling price was also disclosed during the paperwork processThat price never changed during the entire selling processFor him to come back now to say he was misled is somewhat disturbing
I look to settle this matter in an amicable way with **[redacted]I would be happy to offer him a gift certificate for $to be used in our parts department for accessories or suppliesAs for maintenance, I understand he lives far away from the dealership and prefers to service his vehicle closer to homeHe qualifies for ToyotaCare (two years / 25,miles of free maintenance) which he can use at any Toyota dealer
Thank you for assisting both parties with bringing this matter to an acceptable close
Sincerely,