Northern VA Service Department Feedback?

^^

Your experience in trying to buy from Koons Toyota should give you pause in using them for ANYTHING. My fiancé took his Yaris in for service and the crammed in the wrong sized air filter and failed to rotate tires as paid for. Add insult to injury they refused to respond to his complaint.

BTW, when I went shopping for my Prius they also low balled me on the trade, even with their 125% trade offer. They were $4000 off from what I got from Carmax Toyota Laurel!

 

was that tysons, or alrington? i assumed you were referring to arlington since it was the only koons mentioned.

in all honesty, when it comes to stuff like the warranty recall for the reflash.. you could drop the car and any dealer could claim it was done, and you'd never know one way or the other...

Heck even with oil changes. you pay for synthetic and get cheap dino oil. or pay for a toyota filter, and get a fram. You just never know unless you stand over their shoulder and watch.

 

My wife had a terrible experience at Alexandria Toyota last week.

She had a 1PM appt on Friday for the 20K service and was there at 12:45PM. She wasn't given a timeframe, but figured it would be about an hour like her previous services there. 90 minutes later she asked about it and was told "20 more minutes" then 30 minutes later asked about it again and it still wasn't ready. That's when she got upset.

Someone else said "your car has been ready for over 30 minutes." That's when she got more upset.

She asked if they did the recall reflash and they said that the car wasn't part of that recall, despite the fact that I had texted her a picture of the top of the recall paper with her VIN on it. At that point she was ready to go and they said they would take just a few more minutes to do the recall but she wasn't having any of that.

TLDR: Alexandria Toyota can take forever and with poor communication and customer service it means that she won't be going there again.

Meanwhile, I have a 10K coming up in a few weeks. I'm leaning between Fairfax (near work) or Tysons (not too far out of the way, but not close either.)

 

I'm heading out to koons tyson toyota on rt 7 next friday (18th) for my recall flash.. I have a 9am appointment

I plan on waiting for the car since I have the day off.

I'll get the reverse beep changed as well. but i've gotten used to it anyhow..

I'll report back...

 

koons tysons toyota did my recall flash...

dropped the car off at 9am. they took me up the street in the shuttle, I did some "shopping" and bythe time I got back to dealership around 1030 they were done.

no fuss no muss...

 

Just had 20k service and ECU reflashing done at Miller Toyota in Manassas. Also no muss, no fuss and they did NOT put my tire pressures back down to standard, which I appreciate. I would recommend them, but be aware that they are building an entirely new service center in the old parking lot, and until that is done the available parking area may be very tight on spaces.

 

Took my car to Fairfax Toyota today for my 10K and reflash. Dropped the car off at 9:25AM and asked whether or not the car would be ready by 3PM. They said they didn't have any reason to believe otherwise and said they would call when it was finished. They happily gave me a shuttle ride up the street to work.

At 3:40PM I called them to find out if the car was ready and they said, after being on hold for a few minutes, that the car would be ready in 40 minutes. I asked if they could send the shuttle to pick me up at 4:10PM and she said "I don't know, but I'll have the person in charge of the shuttle call you back." I decided I better just walk back to be sure. It's 1.1 miles away according to our friend Google.

When I was nearly there I got a call from the shuttle guy saying he was at my work to pick me up. I explained that since I never heard from anyone that I walked. He did meet me and drove me the last 200 yards to the dealer. It was 4:18PM and the car wasn't ready, though the service person I talked to didn't say that. She took me to the cashier and the poor guy said that he "was waiting for her to print out some paperwork" so that I could sign it.

Finally at 4:24PM it was ready and I was out the door.

It sounds like basically they didn't start the service until I called to ask about it. The lady I spoke with lacked any real customer service skills. The cashier guy and shuttle driver were both apologetic and helpful. They washed my car.

TLDR: Fairfax Toyota service isn't anything to write home about. I'll try Tyson's for my 15K.

 

Yup, I had mine done at chantilly and had a appointment, got there 20min early pulled in service guy asked if is be waiting. I told him the letter said it was a 45min job, he said uh no it's a 1.5-2hr job and they only have 2 hybrid tech that can do the work and one was off...... Well since I had committed to waiting and didn't feel like talking to them I sat in there crappy waiting area for 25-30 Min and decided to walk to the ford dealer to check out something made it across the street to the jag dealer and he called and said my car was done. Hmmmmm so at 45 min my car was done. I guess his 1.5 - 2hr est was a tad off and the Toyota letter was on point....