Koons Tysons Toyota

Akio Toyoda

6565 Headquarters Dr.

Plano, TX 75024

This is a letter I sent to the CEO of Toyota. Neither he nor anyone else responded.

It appears that a lot of people have issues with Toyota.

Dear Recipient:

I hope you will take the time to read this entire letter. On January 9, 2024, I purchased a Camry at Koons Tysons Toyota. My sole requirement was that it needed to be out the door for $25,000, including all fees. I was very clear about that.

The purchase did not go smoothly. I spoke to several people while looking for a car, something with which I am not proficient. I received offers from dozens of dealerships. At one point, a salesman from Koons Toyota in Northern Virginia told me over the phone that they had a 2024 Camry with high mileage but it came with a 10-year warranty.

After weighing the pros and cons, I decided that a newer car with a good warranty would be better. I agreed to purchase the car, reiterating that the total must be $25,000 out the door, a deal-breaker as I told all vendors. He confirmed it was. I requested that ALL paperwork be prepared when I arrived because I anticipated a difficult drive home.

The salesman, JD I believe, also praised the 10-year warranty. As I had no vehicle and was in Richmond, I arranged various forms of transportation to get there. I took an Uber from my house to the bus station, a bus to the Metro, the Metro to the nearest stop, and walked in the pouring rain to the dealership. The first issue was that the paperwork was not ready.

When the salesman finally presented the paperwork (after more than an hour), the car was $27,000. I argued that we had agreed on $25,000 out the door and he said, 'Well, that doesn't include certain necessary fees'. I said he knew what we had agreed to and he had deceived me. He argued that I was getting a fantastic warranty, worth the extra two thousand dollars.

At that point, I was stranded, 100 miles from home, in the dark and pouring rain, so I gave in. I am a senior citizen and have difficulty seeing in the dark. I waited another hour to complete the paperwork that had not been prepared. I expressed my concerns about my drive home.

After that, I went to finance to finalize the paperwork. In my rush to leave, I signed multiple documents, despite receiving the wrong carpets and noticing damage to the USB receptacle. On an unrelated note, a car ahead and to the side of me crashed into the Jersey barrier and split apart on my way home.

I planned to pay off the car immediately but first had to set up a financial account.

For what reason, I am uncertain. When the bill arrived, I set it aside knowing I would be paying it off soon. Later, I examined the bill and it was over $34,000!! This was $7000 more than I had agreed to.

The staff had repeatedly promoted the Toyota Certified Used Car warranty with no mention of any payment required. I called the finance person to get an explanation, but she thought I had understood and was no help. I told her to cancel the policy immediately and asked who regulates car dealerships. She said that it was the state's attorney general who did.

I was then directed to the Fairfax County Department of Cable and Consumer Services. After two days, I called Toyota Financial to confirm the cancellation. Not only did they not have a request for cancellation, but they said that a request would have to be made by me in writing. It was then that I learned that four separate warranties had been added to my account!

I planned to read the car manuals. As I did, I discovered that the car was in fact a 2023 model! I called the salesman right away and his response was, 'Well, the ad said it was a 2023.' I reminded him that we had discussed the deal on the phone and he had never sent me the ad. He had no response.

I expressed my desire to return the car, but Krystal Urina said it was not possible. I asked to speak to the facility manager and was told he would not be calling me back. I asked who his boss was and she said it was a large company and she didn't know. When I got home, I looked them up on BBB and, regrettably something I didn't do earlier, I found they had 24 complaints, a D- score, and a recommendation not to do business with them.

One of the complaints was about the very issue I had encountered with the warranties.

When I called Toyota Financial about the warranties, they recommended I contact Toyota Brand Management, which I did and filed a complaint. I was contacted by Krystal letting me know they had cancelled the warranties and that was the extent of their willingness to help. She was quite abrupt.

Following that, I received a letter from Toyota stating they were unsure if they could offer a warranty due to the mileage. I am not sure whether they were referring to the Toyota Used Car warranty or a different warranty. This was around the same time I found out I owed another $1000+. I called Brand Management once more to complain about the added problems.

I received a condescending call from Krystal who said, 'I hear you called Toyota again.' I added that she had never sent me the sales paperwork as promised. She accused me of lying and said she had spoken with me while I checked for the paperwork. I reminded her that was regarding the warranty issue and received no apology. I told her I wanted to return the car but she said that would never happen.

She then offered to send me a quote if I wanted to sell back the car. Around 6/14/24, I sent a letter to all CEOs. On 6/20/24, I sent an email acknowledging receipt of the paperwork and added that I was still waiting for the buyback quote. I received no response.

Currently, even after paying the $27,000 and canceling the insurance, I still owe over $1000.

Brand Management told me there was nothing they could do as it was a franchised dealer and they had no power over them. However, I will say that this dealer represents the worst stereotype of a sleazy car salesman. You should be ashamed. Your name is displayed on that dealership.

Apparently, the Toyota reputation doesn't seem to matter as long as you receive your franchise fees. I am one of six children who grew up in Arlington and several of us have purchased Toyotas. I even inherited my mother's Toyota.

Rest assured, I will be consulting the BBB next time. Perhaps Honda would be willing to play fair.

If I could leave zero stars, I would. This was the absolute worst car buying experience ever. Having bought a car before and also having worked at a dealership before, the amount of unprofessionalism was outrageous. We knew what we wanted, a used car that we were going to buy cash so it should've been an easy transaction. For a Saturday, we were not greeted by anyone for a good 15 mins and the salesperson that was assigned to us, Dwight Beard, was lethargic, inattentive, absent, and very unknowledgeable about the procedures of the business. Of the time we spent sitting at his desk, 90% of it he was off asking his manager about simple questions that we asked such as whether we could wait to take the car a few days later.

Also the car needed a duplicate key so it was included on the sale. After promising he would order the key and have it ready when we came in to pick up the tags, the day of, I find that not only has he not ordered the key but diverted the responsibility onto his manager. As if it were his manager's job to order a simple part from service when we are HIS customers. There were also several things wrong with the car (that was understandable since it is an old vehicle) and I called a few days ahead of time to make sure service knew what to expect and that the sales manager knew additional service was needed. I arrived at service and what do you know, the we owe only had instructions for one item and his excuse right out of his mouth were "I thought they would just do it I didn't know we would need a 'we owe' for these things".

Just the amount of incompetency from this one person caused a massive headache. If we had worked with any other salesman, this experience would've been great because the finance manager, the sales manager, the service appointment call center and the service advisor were so so helpful and friendly and did their jobs efficiently and effectively. I await to get out of this place as soon as possible once they finish with my car.

Tysons Toyota is murdering the TOYOTA name.

I bought a brand new toyota FJ cruiser at Tysons Toyota. Less than 2 months later, the paint started to chip on several parts of the body ( interior and exterior ). I went to Tysons Toyota to ask about the issue and Mr. O'Neill of the service department aproached me with 2 more guys ( managers for sure ) and I pointed to them several paint bubbles ready to pop up! Finnaly, they said that there is no guarantee. The exterior paint issue was "normal" they said, but, what about the interior paint? They said it was my fault. They said that probably did it myself by accident with my car keychain...but I DO NOT USE one... I use the remote control ONLY!

Their service department never addressed the issue and merely made poor excuses; use another dealer...

I am going to post this on every consumer report available online. I wish that this bad experience will help more people. Do not put your trust in Koons Tysons Toyota ever!

ALL AMERICAN AUTOGLASS OF LORTON replaced the chiped windshield from my FJ CRUISER. Few days later i noticed that the metal piece that cover the windshield safety bolts was loosen.

A closer look revealed that the "technician" destroyed a crucial part to keep it on place. Koons Tysons Toyota of Virginia was in charge of this repair and did NOTHING to solve this issue. Just made promises They just made EASY MONEY and i made i huge mistake buying my FJ CRUISER there. Do NOT trust in Koons Tysons Toyota of Virginia.

The service quality does not exist. I am so disappointed.