ComplaintsforKoons Easton Scion

• Initial Complaint

  02/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company sold me unwholesome goods. I bought an accidented car without prior knowledge and I never had the chance to review the purchase document before the cooling off days passed. I went to the dealership a week after the purchase to complain about the vehicle and the Finance Manager told me they have nothing to offer me. In fact, the dealership did their best to help me purchase a vehicle despite my terrible credit history.Additionally, I was sold a cilijet warranty by the company, and I attempted to cancel the warranty within the 30-day period. However, my complaint was not addressed and was not resolved. I was subsequently charged $1000 for a product for which I am unable to receive a refund.

  Business response

  02/08/2023

  **************** purchase a 2021 Toyota Camry from Koons Easton Toyota on 1/9/23. His concern is that we sold him quote (unwholesome goods) and that Koons Easton Toyota did not disclose accident reported. We scan and retain all documents regarding the purchase of any new or used vehicle. To address ******************** concerns, attached his initials on our Cilijet Ceramic coating application that is optional yet he agreed to. Also attached is ******************** initials on every page of the Carfax history report which included an accident report. These forms are filled out before a customer goes into our finance department and finalizes their deal. We offer all customers a USB drive at time of delivery so they can review all documentation pertaining to their transaction. We are more than happy to provide **************** with any additional information he needs. Thank You, ********************* G.M. 

  Customer response

  02/08/2023

   
  Complaint: 18963813
  
  I am respectfully declining this response as I disagree with its content. While the General Manager did accurately address the majority of the concerns I raised, I believe there is one inaccuracy that needs to be addressed. I did not receive the promised USB drive within two weeks of purchasing the vehicle. I kindly request your guidance on this matter.  
  
  Sincerely,
  
  *******************************

  Business response

  02/08/2023

  *************** every customer receives a USB drive. If you would like us to download and provide you another one just let me know and you can pick it up at anytime. We don't mail this private information. Thanks JT

  Customer response

  02/09/2023

   
  Complaint: 18963813
  
  I am rejecting this response because: What I'm saying is that the *** drive was deliberately withheld from me so that I wouldn't have enough time to return the car within the allowed window of two to three days after buying the car. As I mentioned before, it took two weeks for me to get the *** drive.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **************** in the service department is horrible, I had my Toyota Camry serviced on Saturday 12/31/2022 and was told that I needed a new oil pan and plug because it was leaking oil. I was confused because it wasn't leaking oil before I took it in. I declined the service because I had just had a new plug put on a month or so ago and everything was fine up until they changed my oil. Advisor stated they would start it up and check it to make sure oil didn't leak everywhere, he came back and stated that it's a slow leak and to monitor it and if I wanted it replaced, they couldn't get the parts until Wednesday. I leave and carry on with my day, I park my car and the next day I have most of the oil that was put in the car in my driveway. There was no possible way the leak was a slow leak. I called the service manager on Monday and explain what happened, he proceeded to tell me that on a car as old as mine you need the plug and oil pan replaced when I stated to him the plug had been replaced, he tells me that the replacement is only a temporary fix and they offered to do the service but I declined because I couldn't afford it. When I called him on what he said he back pedals and tells me he was using that as a scenario, of all the things he could have come up with why was it that I couldn't afford the service? When the advisor came to me suggesting the services he never once mentioned that the plug could only be used once or twice or how severe the situation was or could have been. I then asked about why my fluids were not topped off as stated on my paperwork for the services I paid for the service manager stated they only top off windshield wiper fluid. Basically, they are advertising some they are not doing which is deceiving people. The paperwork for the service I paid for stated all fluids were to be inspected and topped off not just windshield wiper fluid. I was charged for poor service.

  Business response

  01/10/2023

  **BBB note: A response to this complaint was submitted by the business as a separate document that is accessible online. If you received this notice via email, please click on the "Write a Response" button to visit the unique online caselink, then, open the appropriate attachment. If you received this notice via postal mail, please type in the caselink into your web browser and open the appropriate attachment. If you have any questions, please contact your caseworker.
  See Attachment/File: scan 1.pdf

  Customer response

  01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept their response because he is clearly not stating all the truth I have attached a rebuttal for why I do not accept.
  See Attachment/File: BBB Complaint response ******.docx

  Customer response

  01/12/2023

  ***Document Attached***
  
  See Attachment/File: Back up paperwork 2

  Business response

  01/18/2023

  BBB Complaint Case# ******** (Ref#**-10045-********-9-3100)
  External
  Inbox
  
  *************************
  Jan 17, 2023, 4:18 PM (23 hours ago)
  to me, **, *******
  
  BBB of Greater ******** Consumer: ***************************
  502 *************************., Suite 1200
  *********, ** 21201
  
  In response to complaint case # ********,
  Inspecting/checking all fluids is a part of every multiple point inspection, which is provided at no additional charge to every vehicle coming in for service. As per our coupons, washer fluid is the only fluid topped off. All other fluids if they're found to be low, an inspection is performed looking for a cause! Example brake, transmission, coolant or power steering fluids are housed in sealed systems. Low fluid levels are a result of worn brake pads or failed components. Those fluids have separate service intervals for service.
  Koons would never give a customer the run around. Being a ********************** Dealership, we work under very strict guidelines of delivering prompt, competent & professional service to all of our customers. There was a reason someone installed an oversized drain plug prior to us servicing the vehicle! Removing it wound not cause damage! That damage occurred prior, that's why it was needed! On page two of your receipt, (items 03 & 05) we listed recommended repairs, both were declined! Our stance remains the same, but to end this we are willing to offer you a refund of $73.18(the cost of the oil change service). Moving forward, we wish you nothing but the best. We'll await your response.
  
  *************************
  Service Director
  Koons Easton Toyota

  Customer response

  01/20/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  All I asked for was a refund for what I paid and the company has agreed to reimburse me $73.18. If I have not received the reimbursement in a timely manner I will file another claim.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in April I purchased a used Ford Escape from Koons Toyota of Easton, MD around 13k. It had about 80k miles on it. The night I bought it, it had an issue, and I was unable to take the car home. Mind you Koons already had my money. I later had to drive the loaner hours back to the dealership to get the recently purchased car. It seemed to lurch, and or not progress when trying to accelerate. I then took the car back additional times, only to have them tell me they had Ford look at the car and that they fixed a seal and that was the only issue. I then drove the car complaining to my dad the whole time about the transmission. My Dad then droves it and said it was a safety issue and he had me take it to a Ford dealer. The Ford dealer that I took the car to said it was a transmission problem. Basically, they said because Koons misdiagnosed the car so many times that the transmission needed to be replaced. They (Ford) indicated that if the car was originally diagnosed correctly at the beginning, then maybe a new transmission wouldn't be needed. As you may recall, I was told that Ford was looking at the car, well, I later found out that Koons never took the car to a Ford dealer, they then said they spoke to a Ford mechanic. They had the car for 3 or 4 different visits within the first 30 days for 2 or 3 days at a time. They did offer to buy the car back for 11k, but after taxes and all the paperwork, I was almost at 17k, so that means they'd charge us 6k for a couple months of car usage and I'd still be out a car. I took my dad's advice and got a new transmission from the Ford dealer. They treated me well. The New Trans was 6k. They cut this young guy a break! I would like for Koons to pay for the transmission because they did not fix the issue or diagnose it correctly during the warranty period.

  Business response

  01/03/2023

  Business Response /* (1000, 6, 2022/12/19) */ Case # XXXXXXXX External Inbox JT ******** <**********@bbb-email.org> Attachments Dec 17, 2022, 11:13 AM (2 days ago) to ************@bbb-email.org, Anthony, Max Lisa attached is Mr. Lloyd's timeline from date of purchase to customer concerns to addressing his concerns. As you can see, we have gone over and above to address this. Thanks

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