Magic Equinox Pugs and Bulldogs

Thank you for providing information regarding [redacted].  I left a message and sent an email to the contact information provided in his complaint, and he has not yet responded.  I need more information in order to research his complaint.  We do not have him in our database by...

name, phone number, nor email address.  Will the customer kindly provide his VIN number?  If so, I can certainly research when the dashboard will be available.Thanks so much,Debra L[redacted]Customer Relations Director

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

[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]

[redacted],Thank you for the opportunity to again respond to [redacted]' complaint.  She is a valued customer to our dealership.The documents provided in our last response (and signed by [redacted]) all list the selling price of the vehicle.  The price was never changed (and never "handwritten").  [redacted] acknowledged the price by signing the e-pencil (acknowledging the selling price and other fees), and the buyer's order (the actual document detailing the sale).  At any point [redacted] felt there was a price discrepancy based on what she was told, she could have stopped the sale.  She did not.[redacted] pricing is absolutely as low as this dealership will go, so there would not have been a lower offer.  Hopefully, this information will help bring this matter to a close.  Thank you.Debra L[redacted]Customer Relations Director

Ms. [redacted],
Thank you for providing me with Mr. [redacted]'s response. 
We are happy to give Mr. [redacted] a fair appraisal on the vehicle when he returns from out of the country.  Unfortunately, he is the only name registered on the vehicle and is the sole owner.   We can only do business with the owner of the vehicle.  If Mr. [redacted] is interested in doing the transaction sooner, he will need to provide a notarized Power of Attorney, giving his brother the power to complete the transaction in his absence.
Please let me know if you have any additional questions.
Kind regards,
[redacted]

Thank you for providing information regarding the customer's complaint.  This complaint should not be assigned to Koons Tysons Toyota.  The flier was not sent from this dealership.We have received several calls regarding a dealership in the Tysons Corner area that has sent this promotion....

 Apparently, the dealership is called [redacted] of Tysons Corner, located at *201 [redacted].  The phone number associated with this dealership is ###-###-####.Koons Tysons Toyota is located at *610 [redacted].  Our phone number is ###-###-####.  We are not associated in any way with the dealership that sent the promotional flier.  It is not part of the [redacted].  My understanding is that the dealership is owned by a distant relative of Jim K[redacted].We would appreciate you updating your system with this information, and forwarding the complaint to the proper dealership.Respectfully yours,Debra S. L[redacted]Customer Relations Director

Thank you for providing information regarding [redacted]'s complaint.  I spoke with [redacted] in January 2017 and, at her request, "opted her out" of mailings from Koons Tysons Toyota.  Our records note that she was "opted out" on January 21, 2017 at 10:29 a.m. [redacted] will need to...

contact Toyota corporate directly at ###-###-#### to "opt out" of future mailings from Toyota.  It can sometimes be misleading, as Toyota will brand their mailer with the name of the dealership closest to the customer's residence, making it look like the mailer is coming from the dealership, when it's actually being sent by Toyota's marketing company.  Unfortunately, Toyota requires the customer contact them to "opt out".  They will not allow the dealer to do so.Please let me know if you need further clarification.  As always, we're happy to assist.Regards,Debra L[redacted]Customer Relations Director

[redacted],Thank you for forwarding the complaint from [redacted].  I've had the pleasure of working with her on this concern, and also had the [redacted] buying rep reach out to her to help her understand she received correct and accurate pricing, as well.[redacted] purchased a 2017 Toyota...

[redacted] from Koons Tysons Toyota on August 4, 2017.  She went through the [redacted] Buying Program.  Attached you will find copies of the following:E-Pencil (customer's signature acknowledging pricing information)Buyer's Order (actual purchase document, with customer's signature)[redacted] Price SheetAll documents show the selling price of the vehicle as $32,834.49.  She also received a $3,000 rebate (an incentive being offered by Toyota at time of purchase).  Please let me know if you require additional information that would help bring this matter to a close.Many thanks in advance,Debra L[redacted]Customer Relations Director

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

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