Complaints

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used vehicle on April 4, 2024. My independent vehicle inspection discovered a misaligned headlight assembly, which was discovered to be damage to the front frame therefore it cannot be corrected. It has been to the collision center for repair on three different occasions. I contacted the dealer last Wednesday to let them know the bumper has come apart for the fourth time and to exchange it since there is no solution. The manager told me I would have to trade in and pay sales tax all over again. The vehicle is unsafe, headlights point downward making it impossible to see at night and the bumper is sticking out. I need reliable transportation but instead, the dealer has put an additional 500 miles on my truck driving it to be repaired. The deception from the attempt to hide the damage is unacceptable and just want reliable and safe transportation.

  Business response

  05/21/2024

  Thank you for your recent feedback and experience. We strive hard to provide an exceptional experience and if there are any issues we do try to fix and or repair any issues that become known. We have fixed and or fixing the known issue with the vehicle. We also have offered a trade/purchase toward a different vehicle.

  Customer response

  05/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I requested a vehicle exchange because the problem has had now 4 attempts to repair since the initial purchase date of April 4, 2024.  A trade in will require an additional $4,996 for an identical vehicle exchange.  (Attached are two invoices, it is currently in their possession as of Tuesday, May 21.) This is unacceptable because the dealership is aware of the ongoing issue and their attempts to repair the problem are unsuccessful, futhermore, the purchase price is up for renegotiation because of the frame damage.  This requires a permanent solution that does not involve constantly returning it for repair attempts.  I simply want an exchange for a vehicle without major defects.  
  
  Sincerely,
  
  **** ******

  Business response

  05/31/2024

  The vehicle has been repaired and currently is operating condition. We have been made aware of issues, communicated, offered alternatives and even gone above and beyond any additional requests that may not even have been an issue. The bumper is currently repaired. We also have offered a trade in value toward a different vehicle.

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: The issue with the headlight has not corrected. What is mostly insulting is it was redelivered to me a third time on May 22 with the headlight still visibly detached. I immediately made the dealer aware that it is clearly not repaired.  Dan told me to take the vehicle or he would take other actions.  I need a replacement vehicle that does not require me to buy another vehicle all over again. The option offered was to trade the vehicle and pay for everything all over including taxes, tags, and fees.  All I want is a non defective vehicle which was what I thought I was doing. The attempts to repair have only gotten worse and the additional mileage has been 3,000 miles added to the odometer since my purchase.   The Toyota App showed the vehicle parked on May 22 at a personal residence and the next day, I had to get a tire repair. 
  Sincerely,
  
  **** ******

  Customer response

  06/03/2024

  Continued from 6/3/24 response.  (The image was too large)

  Attached is the picture of the headlight on the day of the completed repair.  This is not what I agreed to purchase and I would like what I purchased.  

  Customer response

  06/03/2024

  As of today June 3, 2024, the damage is not corrected. Here are the current images of the issues.  The headlights are not aligned with the bumper and the bumper is not affixed properly.

  Business response

  06/05/2024

  We have repaired the vehicle and done everything possible.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new 2023 Toyota Prius from this location. When I had purchased the car, I was only given one set of keys for my car with a verbal promise that I would eventually receive another set in the mail. It’s been several months mow and I haven’t received the extra set nor been able to obtain any information on when I can expect to receive what I’m owed. I have followed up several times through email with the sales rep that was VERY keen on selling me a car and making his commission, but I’ve not heard anything back. I’ve tried calling their location and speaking to the customer relation person they have on staff but haven never heard back (multiple calls over several weeks). As far as I’m concerned the business only cared about locking my money in, and anything after that isn’t worth the time or effort. I just want what I promised and to be treated with a modicum of respect, as I’ve tried to approach this amicably but been given the cold shoulder.

  Bureau response

  09/11/2023

  Bob *****
  Koons Westminster Toyota 
  *** ********* **** *********** ** *****  
  
  Dear Bob *****: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 9/9/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Jacob ******

  *** ***** ** ************ ** *****

  Daytime Phone: ###-###-####
  E-mail: ***********************  

  The details of this matter are as follows:

   

  Complaint Involves:
  Service Issues 

   

  Customer’s Statement of the Problem:
  
  I purchased a brand new 2023 Toyota Prius from this location. When I had purchased the car, I was only given one set of keys for my car with a verbal promise that I would eventually receive another set in the mail. It’s been several months mow and I haven’t received the extra set nor been able to obtain any information on when I can expect to receive what I’m owed. I have followed up several times through email with the sales rep that was VERY keen on selling me a car and making his commission, but I’ve not heard anything back. I’ve tried calling their location and speaking to the customer relation person they have on staff but haven never heard back (multiple calls over several weeks). As far as I’m concerned the business only cared about locking my money in, and anything after that isn’t worth the time or effort. I just want what I promised and to be treated with a modicum of respect, as I’ve tried to approach this amicably but been given the cold shoulder.
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  I want the second key I was promised. They are NOT inexpensive.
   

  Bureau response

  09/11/2023

  Jacob ******
  *** ***** ** ************ *** *****
  
  
  Dear Jacob ******:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/9/2023 against Koons Westminster Toyota.  Your complaint was assigned ID *********   
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Business response

  09/11/2023

  Toyota had a chip shortage during the pandemic.  There is now a program that they are releasing these keys in waves.  This vin number does not currently have a release date.  I called customer and left a message that we will be calling when they are in que and we can then order the key. 

  Bureau response

  09/11/2023

  Jacob ******
  *** ***** ** ************** *****  
  
  Dear Jacob ******:
  
  This message is in regard to your complaint submitted on 9/9/2023 against Koons Westminster Toyota.  Your complaint was assigned ID *********    

  BBB has received a formal response from Koons Westminster Toyota. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Toyota had a chip shortage during the pandemic.  There is now a program that they are releasing these keys in waves.  This vin number does not currently have a release date.  I called customer and left a message that we will be calling when they are in que and we can then order the key. 

  Customer response

  09/13/2023

  
  Better Business Bureau:
  
  Complaint ID ********* 
  The call that the service manager made really isn't a resolution, it's more of the same waiting game. I'm willing to let this go for now, because I finally have some information on the process, but I will open another compliant if I don't have another key within the next 3-6 months. I shouldn't have to wait for something that I should have had at the time of signing for the car. You folks certainly wouldn't grant me the opportunity not to pay for the car until I had a second key, so I think it's only fair that I should get exactly what I'm paying for upfront. I'm relatively certain if I had made it a deal breaker at the time of signing for the car that I would have been able to get a second key. 
  
  Sincerely,
  
  Jacob ******

  Bureau response

  09/13/2023

  Bob *****
  Koons Westminster Toyota 
  *** ********* **** ************ ** *****
  
  
  Dear Bob *****:
  
  This message is in regard to a complaint submitted to BBB about your business on 9/9/2023 by Jacob ******. This complaint was assigned ID *********
  
  BBB would like to thank you for your ******ation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your ******ation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  
  MESSAGE:
  
  
  Better Business Bureau:
  
  Complaint ID ********* 
  
  The call that the service manager made really isn't a resolution, it's more of the same waiting game. I'm willing to let this go for now, because I finally have some information on the process, but I will open another compliant if I don't have another key within the next 3-6 months. I shouldn't have to wait for something that I should have had at the time of signing for the car. You folks certainly wouldn't grant me the opportunity not to pay for the car until I had a second key, so I think it's only fair that I should get exactly what I'm paying for upfront. I'm relatively certain if I had made it a deal breaker at the time of signing for the car that I would have been able to get a second key. 
  
  Sincerely,
  
  Jacob ******

  Bureau response

  09/13/2023

  Jacob ******
  *** ***** ** *********** ** ***** 
  
  
  Dear Jacob ******,
  
  This message is regarding Complaint ID * ********* Koons Westminster Toyota
  
  

  Thank you for using BBB Serving Greater Maryland to assist you in the resolution of your complaint. If you were pleased with the free service you received, you might consider a tax-deductible donation to the BBB Maryland Foundation.

  
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  Attn: BBB Maryland Foundation

  *** ** ***** **** *** **** ********** ** *****
  

  The BBB Maryland Foundation is a 501 (c) 3 charitable organization funded solely through donations and receives no state or federal money. Our federal ID number is *********** Your time and consideration is greatly appreciated!

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  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 26 2023 I purchased a 2021 Toyota Venza from Koons Toyota. The problem is the driver and passenger side windows both have a film residue from glass tinting removal.When asked about it I was told it was no problem. After I purchased the vehicle it was still there. On Tuesday January 31 I went back to Koons to try and resolve the issue. At that time it was decided that the windows could not be cleaned. The only solution is to replace the windows at an approximate cost of 1150$ They say it’s not there problem because they didn’t remove the tinting. They did not bring this up during negotiations if so I would never have purchased the vehicle. I would like them to replace both windows at there cost.

  Business response

  02/07/2023

  Previous customer had tint on front door windows then removed.  After investigating,  this vehicle did have a service bulletin from Toyota stating 

  windows can not have tint installed then removed due to damage to factory coating.  Dealer contacted customer and will be replacing both front

  window glasses at no charge to customer. 

  Customer response

  02/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Terry *****

• Initial Complaint

  10/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  6/25 2022 purchase new Toyota Tacoma had own financing was told by salesman I had to do another credit application I explained I didn't had own financing he said it was a law and they had to take info but they would not run it and I wouldn't take a hit on credit score two weeks later I receive credit from application they had ran first thing second thing have not received registration for truck yet several calls to them and visited local DMV keep hearing same answer they blame my DMV worst buying experience of my life only put a few thousand miles on truck because no registration don't like be lied to about credit app and really don't understand why no one followed up on my registration after calling calling 5 times not sure if you have to have salesman license but if so would love to see there's revoked

  Business response

  11/08/2022

  Business Response /* (1000, 5, 2022/10/24) */ 10/24 Called Mr. Smith to rectify the situation expressed in his Case Description. Currently Awaiting consumer to call back, address issues with tags and registration and overall purchase experience.

*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. ↩