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Business Profile

New Car Dealers

Koons Toyota Tysons

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    BBB has been notified that this business has been sold as of September 7, 2023.  If your complaint concerns an experience prior to this date, please consider filing a complaint with your state's Attorney General’s Office of Consumer Protection.  The new owners BBB Profile can be found here.

Complaints

This profile includes complaints for Koons Toyota Tysons's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 15 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/02/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Koons Tysons Toyota improperly disposed of my former license plate surrendered to them in December 2022 on my 2012 Toyota *****. I am now receiving traffic citations for my former plate which is now on a Toyota ********** and I am being threatened by The City of ********** on being sent to collections for the unpaid ticket even after sending proof of the trade in. Toyota has done nothing- no accountability and no assistance. Their resolution was to pay the ticket which admits guilt.

    • Initial Complaint

      Date:08/31/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased our 2019 Toyota ****** from Koons Toyota in 2018. Having never owned a Tacoma, we thought the clutch was always a little rough but just assumed it was how the truck was made. After 28K miles on 4 August, the truck broke down on the interstate as we were driving home and had to be towed to the dealership. We always took the truck to be repaired at Toyota facilities and had ever purchased the extended warranty assuming it would cover these types of issues. However upon "inspection," we were told the damage that caused the transmission to fail was "user error" and "abuse." We have had manual transmission vehicles for over 20 years and never had an issue of wearing out or riding a clutch, including two Hondas with over 100K miles. Koons denied our warranty claim saying it was wear and tear and user error and therefore placed the entire burden of cost on us. Since they had the vehicle as well as the transmission removed, we could not take it elsewhere to get a second opinion and were stuck essentially at the dealership which saddled us with a bill over $4,000 that should have been covered as the truck's transmission was improperly installed to begin with when we bought the truck. We have tried to seek restitution through Koons as well as Toyota Financial Services. Neither organization is willing to cover the costs, which should be covered by the warranty. This is a warning to other potential buyers that the "extended" warranty is a waste of money as Toyota and their dealerships, considered"independent contractors," is a scheme to fleece buyers of their money. We have tried to resolve this issue via multiple avenues and there is no way for a customer to actually get a warranty paid. I think we should either be refunded the cost of the repair or the cost of the warranty as it was not a legitimate contract as it is inherently flawed and nothing will be covered by Toyota.

    • Initial Complaint

      Date:07/24/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had purchased a car with my brother roughly one year ago. 3 months into having the car the roof started leaking. When I purchased the car there was no way to know if this was already existing problem. They want roughly 400 dollars, just to look at the problem, yet they sold me this car with the existing problem. The manager of that department "*****" ignores my emails and yet my car still leaks. They admit to this being a common problem and explained in detail what it is, and yet no one checked for the issue before selling the vehicle. It's an issue hard to catch on my end because, it doesn't always rain, and I parked in an area that is covered most days. With this it's hard to tell when the issue started occurring. However, I noticed it only 4 months into owning the vehicle and to this date have only had it for about a year. This isn't a small issue because the roof completely leaks. If this was a similar manner for a house you would fail safety inspections. I was given a car that was neglected inspection and just want a fix to this issue. Documents have been ruined and the cars interior may be getting damaged as the problem persists. I make my payments on time and all am is being ignore for an issue that they handed me. The supporting photo is just a light rain. If it rains too hard my cup holders even fill with water.

    • Initial Complaint

      Date:06/26/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a car in November 2022 from Koons Toyota. I also purchased a VSA protection plan. However, when I received the plan in the mail it was the wrong policy and made for a new vehicle vs a used one. After lengthy back and forth with the dealer and admitting the sold policy was not one that existed they agreed to issue a similar but higher deductible policy. After several months of waiting for them to execute this policy I asked again for a copy. A signed copy was finally emailed to me. However, when I called the policy administrator, they said the dealership never activate the policy. This is blatant fraud and attempts to string me along and not honor their sale. I have tried to resolve this at the sales, finance manager and general manager level with no avail. It has been 7 months.

      Customer Answer

      Date: 08/09/2023

      Concurrently to a BBB complaint, I emailed the company President.  He had a Sr VP reach out directly and override the dealership and resolve the issue.  The dealership was still ineffective but corporate made the necessary fixes and resolved the issue.

    • Initial Complaint

      Date:05/07/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      April 17 of 2022. Paid 142k for a 2017 * ***** only to get it with 6k worth of rust damage and another 3k for the rear backup camera and rear truck not working. **** *** sold me the bumper to bumper warranty said it would cover anything wrong with the car and that it would cover the trunk not opening either. Bought the car unseen out of state and had it delivered. I told the salesman to make sure there is no body damage at all or anything else wrong with it as I was buying it without seeing it. Got the car with 6k in rust damage and weird paint cracks all over the car ( took to a body shop near me to get a quote to get it fixed) and when I took it to the local ******** dealer for the rear camera not working and the trunk not opening I was told that it was not covered by warranty, yet the salesman said that everything was covered. I asked the ******** dealer about the rust damage and the paint cracking on the car which seemed really odd to me. My local ******** dealer told me that body panels had been ordered for the car in their system meaning that the car was in a wreck before or had been hit before and it was around the areas the rust was happening and paint was cracking. The salesman **** *** was just trying to sell me the car and the extra warranty with it to make extra money and no idea of what it even covered or didn't cover. I told him to make sure there is no damage on the car and he never mentioned the rust damage, or the backup camera and rear trunk not opening. Not to mention paid for the car on the spot and wired the money the same day, yet I had to wait 6 months to get my title in the mail. When youre paying 142k for a car the last thing u want is it to arrive with 9k in damage. My texts would not go through to the car salesmen anymore maybe he blocked my number after selling the car or changed phones don't know. I would get no resolution calling them either. Have proof of the damage and price to get it fixed also from shops and dealership.

    • Initial Complaint

      Date:05/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to express my disappointment with the service I received at your dealership. I recently brought my 2018 Toyota ***** in for a rear and front brake pad replacement, and unfortunately, my experience was less than satisfactory. Firstly, I requested a price match from the Toyota dealership in ********** ($99.95 attached) and was immediately advised that they couldn’t match the promo since ********** Toyota was installing cheap brake pads. I called Toyota ********** and they told me that they only install original pads that were factory-installed. I also requested to match the price of the promo on your website and was advised that these would not qualify for the Toyota *****. The service adviser at your dealership told me the brake pads they would install are not the OEM cheap AZ brake pads, but they are premium brake pads that cost about $118 each for pads. They quoted me $450 for front and rear brake pad replacement. I agreed to this service because I wanted to pay for quality brake pads and not cheap ones. However, after looking at the invoice, it stated that the AZ original OEM pads were installed, part #*****-*****, which are the original OEM brake pads. These are the same pads that the ********** Toyota dealership would install at $99.95 plus fees and taxes.

    • Initial Complaint

      Date:02/21/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a car on 12/31/2022. The finance manager ***** upsold me several warranties including a wheel and tire warranty. I work in DC so I thought it was a good idea. After a week of owning the car a tire pressure monitoring system TPMS sensor went bad and needed replacing. I also got some rash on the rims from potholes in the city I assume. I bought the warranty for that exact reason. I was told they would cover that damage. So I scheduled a service visit, drove the opposite direction of my job, an hour, and dropped it off. An hour later I get a call saying a have no warranty in the system. ***** never put it in. He took my money and jacked up my monthly payments for the warranty but never activated it. So he lied to me, took my money, and gave me nothing in return.

    • Initial Complaint

      Date:01/26/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I brought my car to the dealer on January 21st of this year after I could not get it out of park. I was told by **** (service technician)that my battery and spark plugs needed to be replaced. After I received my car, I noticed the touch screen system constantly rebooting and my USB/aux output did not work. I have contacted Koons Toyota on January 23 about this issue. I spoke with **** on January 24 and he told me the radio needed to be replace. I asked him was that the cause of my issue. He told me he wasn't sure if the issue with my USB/aux was caused by the radio. They offered to go half on a ******* radio system. I have a problem with this because when I brought the car in the radio and USB/Aux were working fine.The only thing that did not work was the touch screen. Now, the radio will not turn off. It is a driving hazard at night because the screen is bright blue and continues to reboot. I am asking that they reinstall my old battery and spark plugs and reimburse my money to me. Then I can take the car to my regular dealer to have it properly repaired. This business seems to be trying to get more money from me for an issue I did not cause. They do not have a definite answer and cannot guarantee that if I spend this money my issue will be fixed. I have an open case with Toyota's ********************* but the company has not responded to them on this issue. Now, I will have to spend another ****** to have a diagnostic completed based on the service received from this business. Thank you.

    • Initial Complaint

      Date:01/12/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      2023 Toyota ******* purchased 12/11/22 in our business name - ***********************. Tags title and tax all paid at closing - dealer to provide them. My temp tags are now expired, I have called and emailed the finance director trying to get an update with no response. Now when I call - I can't even get them to pick the phone up - not even to leave a voicemail. So I am driving on expired tags with no answers.

      Business Response

      Date: 01/28/2023

      This letter is written in response to ********************' complaint regarding the Tag and Title processing on her newly purchased 2023 Sequoia (VIN: *****************).   I would like to apologize to ************ on behalf of our finance team for the lack of communication regarding the status of the permanent tags.
      I would like to confirm that as of January 23, 2023, ************ received her permanent tags via ****** Once again, I would like to apologize to ************** for the delay in receiving her tags. 
      Should anyone from the office have aby questions and or require additional information from our establishment, please feel free to contact me at ***********************.

      *************************** | Customer Relations Manager
      ******************
      8610 Leesburg Pike Vienna, VA 22182
      Office: ********************** Fax: ************
      ******************************************************

    • Initial Complaint

      Date:12/30/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a vehicle 2011 ******** ************** on December 18,2022 from Koons Toyota of Tyson in the amount of 9,430.00. I test drove and looked over the vehicle before my purchase the vehicle came with seven day money back guarantee along with a 30-day dealer warranty. In route of me getting to my home the check engine light came on. I immediately notified the salesman of the situation he informed me to bring the vehicle back so that they can diagnost the problem. I informed him due to my work schedule that I will be able to drop the vehicle off on Wednesday December 21,2022 in the evening after work. I had the vehicle diagnosed by another dealership on Tuesday. The report from that diagnosticated stated that the head cylinder needed to be replaced. So with that being said I dropped a vehicle off to koons Toyota of Tysons on Wednesday evening for repairs. I was notified on December 23,2022 by **** in service that the vehicle was ready for pickup and that the problem had been solved it needed spark plugs and wires. I asked him was he sure that that was the initial problem he indicated yes it was. I came around 6pm or so on that day picked up the car. Later that night around 9:25 the engine light came on after I finish running my Christmas errands I then sent another email to ****** the salesman in regards to the issue once again that that check engine light had came back on. His response was **** will be reaching back out to me because he should have fixed the problem. I have yet been able reach **** to schedule a day for me to get the vehicle repaired. I've left several messages by phone. I've also uploaded and sent ****** a email copy of what the diagnostic showed from the other dealership indicating the problem.

      Business Response

      Date: 01/19/2023

      This letter is written in response to **. ********************'s complaint regarding the  2011 ******** **** * ******* (VIN: *****************) she purchased on December  18, 2022.  

      Prior to receiving this notification, ******************** and I had begun communication to help coordinate and facilitate all steps needed to address her concern of not being able to reach ****.  

      On Saturday January 14, 2023, our used car director had offered to buy back **. ********* vehicle. We are still waiting on confirmation, after leaving voicemails, to see if ******************** would like to continue with the buyback offer at the full amount.

      Should anyone from the office have any questions and/or require additional information from our establishment, please feel free to contact me at **********************.

      *************************** | Customer Relations Manager
      ******************
      **** ************* Vienna, VA *****
      Office: ********************** Fax: ************
      ******************************************************

    Koons Toyota Tysons is NOT a BBB Accredited Business.

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