Koons Arlington Toyota/Scion

After leasing our Highlander a year ago, we noticed our bumper had half fallen off the front of our car. I called Service and explained exactly what happened, that it looked like someone had maybe hit us, wasn’t sure and the Service Customer Service person said, bring it in and we’ll fix it. I cancelled all my meetings to bring car in only to find there was no record of my request to have the bumper looked at, and in actuality, Koons doesn’t fix bumpers. They told me I would have to go to a Koons with a Body Shop either on Edsall Road or in Tysons (after having made my way through traffic to get to this location the last thing I wanted to do was go sit in another hour of traffic). When asking if I could get an appt today, the Assistant Service Mgr just shrugged his shoulders. He didn’t even offer to call or help. I started getting frustrated and the Mgr came out and apologized, which I appreciated, and offered to call to get me in. At that point I was so furious that I had scrapped my day for this that I just decided to go to a local body shop that would appreciate the work. A positive Unilocal report for that is forthcoming.

Absolutely no complaints; came in knowing what I wanted, and left with it after a very smooth sales process and getting everything explained to me every step of the way. As a first-​time car buyer, I was never overwhelmed or felt like I was being strong armed into doing something I didn’t want to. Couldn’t ask for anything more. Will be returning here for service.

This is a zero star place that will gouge you, not «wow» you, unless of course you enjoy overpaying.

I had a fantastic experience buying a new Camry 2016 at Koons Arlington Toyota. Warfa is extremely helpful and went out of their way to make certain that everything went smooth during the process. I got the car I wanted at a good price and Warfa made sure I got 0% finance interest. Of course how can I forget Valentin who did the follow ups. If you are ever in the market for a new Toyota, you should definitely head to Koons Arlington.

Steve at Koons Toyota was totally professional and so easy to work with. Really appreciate the time he took to explain things to me and my wife. We are very happy with the sales and service at Koons Arlington Toyota.

We have taken our 2015 Rav4 to this place for the last year and have received great service every time. Quick work, friendly staff and clean reception/​waiting area.

I had a great experience with this dealership. Steve was extremely helpful and the process went extremely smooth and fast with leasing my Toyota. I was concerned about it at first because leasing was new to me, but am very glad that I chose this dealership. I also got a good rate. I am very happy with the car so far, and get lots of compliments on it.

I had a good experience buying the car, but I would so strongly discourage the extended maintenance plan.
I’ve had issues on the last 4 occasions I’ve taken my car to Koons for scheduled maintenance. And it’s gotten so absurd that I’ve actually had to contact the CEO of Toyata to intervene.
I’ve had to return the car once less than 24 hours after I had service because I asked for a tire to be fixed when I dropped it off, asked again at completion, only to have a flat 24 hours later.
I’ve found caps off, fluids not filled properly, and other checks not performed.
This has turned me off to the entire Toyota experience.

I was very stressed out about my car problems, and I decided to send a chat message to Koons at 10:30pm Tuesday night… and a representative actually answered! The representative was kind and assured me that I would receive a call the next day to speak to car salesman.
I received a call from Warfa and I was told him my situation. He made sure to inform me of all the information I may need to start the financing process. I applied for financing online while at work, and I had a car (2015 Toyota Prius) that same day!
Warfa was busting his butt to make things happen. He is kind, considerate, and he used his own personal experiences to help me find the car that was right for me. Even though he could have put me in the most expensive car on the lot, he made sure that he found a car that I could afford with payments that fit my budget.
The thing that stood out the most was his humility. He is a great guy who truly cares about your best interest. He even makes you laugh, which is rare while you are searching for a car at a dealership :-) They even were going to drive my new car to my job with a bow on it because the driver was running late transporting the cars.
It you want great service with a genuine smile and plenty of pride, Warfa is your guy! Koons in Arlington is the best, and I am not saying this for my health. They had me approved for a brand new car… THE SAME DAY! Thank you so much, and I love my new car! I even named it «Snickers» because Warfa bought me a snickers bar to nibble on while waiting for my car :-)

Happy with the scheduling of maintenance, how quick it was etc. But never in my 15 years of car ownership have I picked up my car from the dealer that the car was not washed. I did not get a car wash during maintenance. VERY surprised. Other than that, business was taken care of.

Dealrship-​Bought my car here a about 4 years ago. Oscar was the guy I went to. He was great I even brought my brother and he bought a car too through him. The dealership side I was satisfied.
SERVICE side– I bought a maintenance plan when I bought my car. They were doing fine with maintaining my car first year and a half. But after that I realized the mechanics does a half fast job. I came back from overseas end on 2014. Took my car in for inspection and emmisions (they couldn’t find me in the system supposedly had new program so they had to add me in the system. Everytime O go there they ask me the same queation and that I do have a service plan with them paid for) Guy came out and took me I needed new tires and my brakes changed. (Havent seen that guy anymore) I looked at him think really all the brakes? So i asked the price and they said 1700. Tires I new about. That was 700 the changing all my brake pads were 1000. So i asked him again and he said yes they all need it. What he failed to realized is my rear is drums not pads. So I asked him again my car has rear drums its barley 2 years old and I have not driven my car in over 6 months. (My bf drove it i once every 2 weeks) He said yes. So I just bought the pads and drums from the part guy and told the service guy I’ll do it myself (they did not know I am a mechanic) so 2 months later, 2015, my car was do for service. I had only changed my front brakes. Got it services. Mr. Sou came out and told me my car was good to go. I ask my brakes checked out. He said yes. (I never change the rear brakes) I told me about what the other guy said to me 2 months ago (he was still working there) and Mr. Sou apologized said my car has rear drums. So I asked if I can return the rear brakes since its over 2 months and I can’t find my receipt he said yes and I returned it. Been doing my service with them still.
About december 2015 I took my car in for emmisions and state inspection and some weird noise that comes out of the heat when I turned it on. Also it clicks when I drive when its cold outside (Near the axles/​tie rods/​ball joints). Took it in they check it told me I would have to pay 175 if they cant find anything. I said ok. Mr. Sou came out and told me that my cabin filter needs to be change showed me there «usually broken cagin filter display they carry» they he told me that my filter has be service in over 2 years! ! So I asked do your mechanics not check that? He said they do. So I told him I have maintenance plan with they why have they not checked my cabin filter? He respond with «you do?» So obviously adding me to the system never happen. They changed it and the «noise» disappear. Even the tie rod noise. My guess they lubed my car.
My car is due for service so I took it today. It rained a couple days ago and notice my rear wiper was going bad. So I did not changed it since I was taking my car in for service. Figure the mechanic will see it and let me know. (Yet another test my car does to them) brought it today, waited, and about 1 hour 10 mintues later a newbie came out and told me my car is good to go. So I ask they chekc for everything. He said yes. Including the wipers? He said yes, then asked why is something wrong with your wipers… really. So walked to my car and showed him my rear wiper. He could not respond to that other then they don’t carry does in stock it would have to be order. So your mechanic didnt inspected my car… so went back in signed on on my papers and left. I think this is my last paid maintenance plan that I have with them. Glad I am a mechanic a lead mechanic at that and know what to do. Cause their mechanics don’t. Maybe I should teach them.

The service department of Koons Toyota of Arlington represented by Oscar did a superb customer service while handling repair to my car, he helped put us at ease, he gave us his best. Oscar kept coming back to inform us on the process and time left while we were waiting, I trust the team of Koons.

I purchased my first Toyota in 2008 and have been a happy customer since then! Every time I need any service or work done to my car, I always come here first. I trust and respect all the valuable information all the workers have here. When I first starting coming to Koons, Warren was very helpful and assisted me every time I came back. Once he left, he graciously passed me over to Peter Soliman who always greeted me by name with a smile! They make you feel like family and work hard to keep customers coming back and happy. I always see workers rushing around but with a positive attitude. Thank you for the continued great work and friendly environment the Koons Arlington Toyota dealership provides!

I gave my contact info to Rachel O. No response. I think the offer to get in touch and remedy the situation may not have been genuine.

I’ve had the worst luck with this service department. The last time I took my car in, they called to tell me it was ready, and I walked a mile to the dealership pushing my two toddlers in a stroller, uphill most of the way (couldn’t take a cab because cabs don’t have carseats). I arrived and it wasn’t any where near ready, so I ended up walking all the way home. On this attempt, I have called six times, three different numbers because the service department won’t speak directly to the parts department to find out whether they have the needed part in stock.

I scheduled an oil change since I recently acquired a used car. They saw from the service history that the car didn’t need an oil change for another 6 – 8 months and told me that. I also asked that they turn the constant beeping when my car goes in reverse to one beep. They did that for free, and I’ve read other dealerships will charge money to do that.
I haven’t had great experience with Toyota dealerships in the past (including the one in Bethesda) — so I was really delighted with this experience. I will definitely be back. The waiting area was very nice as well.

I wish I could rate them zero out of five stars.
After watching another couple take a car on a test drive unaccompanied by a sales person, I was told that it was against their policy to allow me to do the same.
I actually observed the couple enter the lot, hand a driver’s license to the sales person and leave. I was told that the passenger «must work here». When I approached the passenger upon the couple’s return, I confirmed with him that he was not an employee of the dealership.
About the car I went to test drive …
I was told that the air filter had been changed-​it was dirty, the transmission fluid was brown-​they had «plans to change it,“and the brakes were in bad shape-«It’s making that noise because you’re pressing too hard,» responded my friendly and knowledgeable sales person Luis. The dossier describing the detailing/​mechanical work performed on the car after receipt was inaccurate.
Very poor experience overall. You lost a sale Koons. Remember, focus on the color of the customer’s money and not the color of her skin, and sell quality vehicles. That’s how you build a good business reputation and foster repeat business.

Koons has taken excellent care of me and my car each time I have visited since I left a dealership in Rockville which provided multiple extremely poor customer service experiences. I will continue to use Arlington Koons and hope that David McNeill continues to work there. His friendly disposition and understanding of my circumstances and needs were appreciated and rare in this day and age.
Thank you to Dave and the team at Koons for taking such great car of me and my car!

This is the WORST experience I have ever had at a dealership and it completely reinforces my personal rule of only visiting local, trustworthy auto repair shops that don’t try to scam their customers and know what customer service really is.
I brought my car in on May 11^th because I had a recalled sensor that needed to be replaced. I dropped my car off in the morning and everything seemed fine, but three hours later I received a call from their service department telling me they found a few issues that would cost me upwards of $ 800.
This was suspicious because I had my vehicle checked out at my uncle’s shop on Friday May 8^th. (That’s when the recall part was discovered) Half of the suggested «necessary» maintenance was completed on the 8^th so why were they telling me I needed to get the work done again after just 3 days of driving? Very suspicious.
I did need one part cleaned to interact with my recalled sensor replacement and thanked them for letting me know, but informed them that I would have my Uncle look at it this week. That was the end of the conversation and I was told to pick my car up whenever. When I picked up my car I was handed the keys and escorted to check out. No mention about my car, the new sensor, or anything else.
When I got on the road I noticed my car was idling very rough and tried calling the shop several times. I was rerouted to voice mail boxes, put on hold and transferred from dept to dept and told I would be called back asap, but did not receive any call.
I decided to go home and call the next day. I was at a red light and suddenly my engine just turned off. It took several tries, but I was able to restart the engine and pull off to the side of the road. I tried calling again and spoke with someone in the sales department who actually transferred me to a service representative.
The service tech apologized and told me my car should have been test driven AND I should have been warned that my car would need to acclimate to the new part they installed. There was no mention of this when I picked up my car. He was very apologetic that I left without a warning and told me to drive through a full tank of gas and then return if it was still a problem.
Not only did they give me the run around on the phone for over 30 minutes, but Daniel in the service department called me the next day to yell at me and place all blame for the situation on me. I tired to explain that nobody ACTUALLY warned me about side effects of the new part, but he talked over me the whole time and kept getting louder and louder in anger when I tried to speak. In the end I finally told him I will NOT be returning to their service department and he said, «okay» and then slammed the phone down.
Overall a TERRIBLE experience with Koons and I will never return to any of their dealerships or service centers ever again and I will warn everyone I know to avoid them as well.

I’ve been coming here for basic maintenance for my 2011 Prius and can’t complain! I scheduled an appt for an oil change for my Prius… and when I arrived, they told me I have synthetic oil and need an oil change every 10k instead of 5k… so they could just reset the light for free… or perform the recommended tire rotation, etc. They certainly weren’t trying to squeeze money out of me and recommended what they would do if it was their car (tire rotations, fluid top off)…only $ 30.