Adriana Romero

This review is for Koons Toyota in Arlington, VA. I set an appointment online for an alignment on my 2015 Toyota sedan. I wanted this done on a Saturday so I would not have to take time off work. I set an appointment online for an alignment on my 2015 Toyota sedan. I wanted this done on a Saturday so I would not have to take time off work. When I arrived, the waiting room was full.. I was told the service area was swamped. This would take approximately three hours. I had expected 90 minutes or two hours, so I was a bit surprised. I asked about a car rental. I was told my scheduled service did not qualify for a rental car. I asked the service representative if there was a shuttle take me to the nearest subway station. After waiting ten or fifteen minutes, I asked the representative again about the shuttle. He said had not heard anything. I walked down to the subway station in Rosslyn. I surfed the web on my phone, and listened to music at an eatery in Rosslyn. More than three hours after i dropped off my car, I returned to the dealership. My car still was not ready. I asked if they would accept an online coupon from another Toyota dealership (this type of request is frequently granted). This would have saved me 30 dollars. They would not honor the coupon. I realize many drivers take their cars back to the dealership for service and maintenance. I used to do this, as well. I also realize that the COVID-19 pandemic is still affecting many businesses and supply chains. I have had my car serviced many times since the pandemic began in early 2020, however. No shop I have used has been this lackluster. After this experience, I advise anyone who takes their Toyota to a dealership for service or maintenance to look elsewhere. Customer service at this dealership is very much lacking. More

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Outstanding customer service. Did service on my car ahead of the time given. Provided all information on the service for the car and when service should be done. of the time given. Provided all information on the service for the car and when service should be done. More

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Generally they have been fine but they have moved aggressively into upselling the last year when you take a car in for service and now are scheduling service we did not request. They also call incess aggressively into upselling the last year when you take a car in for service and now are scheduling service we did not request. They also call incessantly. More

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