Jacob Staub

I have been having my Toyota vehicles serviced at Koons for more than 15 years, and this most recent visit was by far the most disappointing experience I have had with them. I purchased my Honda CR‑V throu for more than 15 years, and this most recent visit was by far the most disappointing experience I have had with them. I purchased my Honda CR‑V through Koons Used Cars and enrolled in a service plan at that time, and I have consistently brought the vehicle to Koons for maintenance. I recently brought in the CR‑V after it experienced a sudden slowdown while driving. James informed me that they might not be able to diagnose the issue because it is a Honda. Fortunately, an error code was found indicating a cylinder 4 misfire caused by a cracked spark plug. Since the spark plugs had just been replaced by the dealership, I was not charged, as they believed the plug may have been cracked prior to installation. However, the service process itself was frustrating. The first day of service took the entire day to replace a single spark plug, and I had to repeatedly ask James for updates since the app showed no status information. I returned two days later for a valve cover gasket replacement, which required a Honda part. I had no issue with returning once the part arrived. When I dropped off the car at 7:30 a.m., I spoke with Jacob, as James had not yet arrived. I explained that a new noise had developed when turning the steering wheel left—something that was not present before the first service visit. Jacob questioned my concern and reacted with visible skepticism. He insisted the tires had not been removed, but I noted that the video I received from the technician showed at least one tire off. Instead of acknowledging this, he reviewed the video himself and then stated that the video did not show all four tires being removed. I asked how he could determine that from such a brief video. Throughout the day, I received no communication whatsoever, despite clearly stating at drop‑off that I needed the vehicle back by 3:30 p.m. I ultimately had to call the dealership myself to check on the status. When I arrived, I was told they could not reproduce the steering noise. I paid for the service and left. Based on this experience, I will no longer bring my vehicles to Koons Toyota in Westminster. I plan to take my Honda directly to a Honda dealership moving forward. The current service advisors do not provide the level of professionalism and customer care that I experienced in previous years. Additionally, the coffee machine in the waiting area was not functioning and lacked any signage indicating it was out of order. Multiple customers attempted to use it unsuccessfully until we asked staff whether another machine was available. More

by leeniewalsh Verified Customer Verified Customer

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My 2016 Camry is the 6th Toyota I have purchased from Koons. I keep coming back because the whole organization is courteous and professional. Koons. I keep coming back because the whole organization is courteous and professional. More

by hhg30 Verified Customer Verified Customer

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Rolled in with a flat tire they got me in and rolled out with a fresh tire. Jacob was so friendly and helpful. with a fresh tire. Jacob was so friendly and helpful. More

by lylesshanita Verified Customer Verified Customer

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