Recent Reviews from AutoNation Toyota Leesburg

It started out pretty rocky, but in the end, Auto Nation Toyota Leesburg made it right. The General Manager has to get involved with my service, and once he was involved he made it right. I cannot day enough good things about how rapidly the entire dealership recovered and provided me with the right level of service. I brought my 2013 RAV4 in for service( the torque converter extended recall.) Scheduling the service appeared to be easy, with online booking. However, less than 12 hours before the initial appointment was scheduled I received a phone call stating that they couldn’t complete this repair on a Saturday. I rescheduled for last Tuesday. I had an appointment, listed the confirmation on the envelope. The appointment was scheduled for 815 am, but I decided to drop it off the night before. At 11 am, I was phoned by the advisor, Murray. He informed me that they had to drive the car to verify the car had the issue. At 1 pm, I got a call from the dealership offering to purchase my car, I said, no, I live that car and found it weird that they would call to buy the car before they even fixed it. At 4 pm, after I had phoned Murray two times, he called me back. They had to “order” the parts, and it was going to take 3-4 days to complete. He asked me if I could bring the car the following week, I said no because I had an appointment. I asked if a rental was available, and it was not. I made the decision to leave the service manager Frank a message. He told me he was going to make it right, and I naively believed him. Fast forward to Friday, and I got a call about an oil change and air filters, and was told that would run me $290. After I declined that, the car which has less than 60k miles on it was allegedly leaking water from the water pump and they could fix it for the bargain price if $1075. I declined and called a local non Toyota dealership and they quoted me $575. I was sent photos of my car, with the transmission off of it. They said it would be ready by the end of the day. I had to text Murray to find out what the deal was. At 6 pm I was told my car was ready for pick up. I picked it up at 8 am Saturday am. 15 minutes later, I returned the car to the dealer. Why? Now it was knocking and humming. I said, the car is most definitely not fixed. Today is Monday, and their new story is that the wheel bearing and sway bars need replacement. I put a call into to GM (Mike) and he immediately called me back and assured me he would get to the bottom of it, but it probably wouldn’t be until later in the afternoon. At 4 pm he called me to explain to me what the situation was. He allegedly talked to his master mechanic and this master assured Mike that he didn’t touch this part of my car. The repair is a major transmission repair and involves removing the engine and touching the wheel bearing, and sway bars. So now I have a car which worked perfectly fine that is broken thanks to the great master mechanics at Auto Nation.

Beth Gannett Dec 19, 2018

It started out pretty rocky, but in the end we all had a virtual group hug. The rocky part is below, but the rosy part and the end is here. Unfortunately, due to the challenges I faced in repairing my vehicle for the torque converter extended warranty, the General Manager, Mike had to get involved. Once, he was involved the entire process was delightful. He handled my situation personally, which I can only imagine how busy he is. The level of customer service I experienced was without a doubt top notch. I didn’t think it was possible, but you have won me over. My car is now perfect thanks to your willingness to work with me! I brought my 2013 RAV4 in for service( the torque converter extended recall.) Scheduling the service appeared to be easy, with online booking. However, less than 12 hours before the initial appointment was scheduled I received a phone call stating that they couldn’t complete this repair on a Saturday. I rescheduled for last Tuesday. I had an appointment, listed the confirmation on the envelope. The appointment was scheduled for 815 am, but I decided to drop it off the night before. At 11 am, I was phoned by the advisor, Murray. He informed me that they had to drive the car to verify the car had the issue. At 1 pm, I got a call from the dealership offering to purchase my car, I said, no, I live that car and found it weird that they would call to buy the car before they even fixed it. At 4 pm, after I had phoned Murray two times, he called me back. They had to “order” the parts, and it was going to take 3-4 days to complete. He asked me if I could bring the car the following week, I said no because I had an appointment. I asked if a rental was available, and it was not. I made the decision to leave the service manager Frank a message. He told me he was going to make it right, and I naively believed him. Fast forward to Friday, and I got a call about an oil change and air filters, and was told that would run me $290. After I declined that, the car which has less than 60k miles on it was allegedly leaking water from the water pump and they could fix it for the bargain price if $1075. I declined and called a local non Toyota dealership and they quoted me $575. I was sent photos of my car, with the transmission off of it. They said it would be ready by the end of the day. I had to text Murray to find out what the deal was. At 6 pm I was told my car was ready for pick up. I picked it up at 8 am Saturday am. 15 minutes later, I returned the car to the dealer. Why? Now it was knocking and humming. I said, the car is most definitely not fixed. Today is Monday, and their new story is that the wheel bearing and sway bars need replacement. I put a call into to GM (Mike) and he immediately called me back and assured me he would get to the bottom of it, but it probably wouldn’t be until later in the afternoon. At 4 pm he called me to explain to me what the situation was. He allegedly talked to his master mechanic and this master assured Mike that he didn’t touch this part of my car. The repair is a major transmission repair and involves removing the engine and touching the wheel bearing, and sway bars. So now I have a car which worked perfectly fine that is broken thanks to the great master mechanics at Auto Nation.

Elizabeth Gannett Dec 19, 2018

If I could give this dealership no stars, I would. I brought my 2013 RAV4 in for service( the torque converter extended recall.) Scheduling the service appeared to be easy, with online booking. However, less than 12 hours before the initial appointment was scheduled I received a phone call stating that they couldn’t complete this repair on a Saturday. I rescheduled for last Tuesday. I had an appointment, listed the confirmation on the envelope. The appointment was scheduled for 815 am, but I decided to drop it off the night before. At 11 am, I was phoned by the advisor, Murray. He informed me that they had to drive the car to verify the car had the issue. At 1 pm, I got a call from the dealership offering to purchase my car, I said, no, I live that car and found it weird that they would call to buy the car before they even fixed it. At 4 pm, after I had phoned Murray two times, he called me back. They had to “order” the parts, and it was going to take 3-4 days to complete. He asked me if I could bring the car the following week, I said no because I had an appointment. I asked if a rental was available, and it was not. I made the decision to leave the service manager Frank a message. He told me he was going to make it right, and I naively believed him. Fast forward to Friday, and I got a call about an oil change and air filters, and was told that would run me $290. After I declined that, the car which has less than 60k miles on it was allegedly leaking water from the water pump and they could fix it for the bargain price if $1075. I declined and called a local non Toyota dealership and they quoted me $575. I was sent photos of my car, with the transmission off of it. They said it would be ready by the end of the day. I had to text Murray to find out what the deal was. At 6 pm I was told my car was ready for pick up. I picked it up at 8 am Saturday am. 15 minutes later, I returned the car to the dealer. Why? Now it was knocking and humming. I said, the car is most definitely not fixed. Today is Monday, and their new story is that the wheel bearing and sway bars need replacement. I put a call into to GM (Mike) and he immediately called me back and assured me he would get to the bottom of it, but it probably wouldn’t be until later in the afternoon. At 4 pm he called me to explain to me what the situation was. He allegedly talked to his master mechanic and this master assured Mike that he didn’t touch this part of my car. The repair is a major transmission repair and involves removing the engine and touching the wheel bearing, and sway bars. So now I have a car which worked perfectly fine that is broken thanks to the great master mechanics at Auto Nation.

FormerLoyalToyotaCustomer Dec 17, 2018

(See update at the end.) Pros: AutoNation is a nice facility and pleasant to visit. I was able to start the loan application process from my phone and they simply called me when they were ready for me to come in and sign. With a busy husband and 4 young kids, a quick purchasing experience is necessary. Another pro is that they offer 3 days to return the car for any reason and we took advantage of this time to take the van to our mechanic for a thorough inspection. He concluded it was in pristine condition, so AutoNation is selling top-quality used vehicles--which a great peace of mind. Additionally, they don't include a ~$2,300 "refurbishing/reconditioning fee" like some. Ask about this fee before agreeing on a car at other dealerships in the area. Cons: When inquiring about a same model, different year vehicle, I got a curt, "They're all the same" - like I was putting the salesperson out by asking to see a 3rd vehicle (note: no two used cars are EVER the same.) Get all offers made over the phone in writing or else they may try and deny having made them...that's just good advice anytime, but I'd like to think it wasn't necessary. It is here. Lastly, the extended warranty sales pitch by the finance guy was the longest, most intense sales performance I've ever experienced. He claimed he wouldn't get compensated if we bought the warranty, but it seemed like his life depended on making the sale. Be emotionally prepared to suffer through 15 minutes of a myriad of sales tactics while saying "No, thank you" again and again. This is the last stop before driving off with your new car and such an intense verbal barrage left me with a bad taste--and my husband exhausted and uncomfortable--and I don't know if we would go back for another vehicle despite all the pros. UPDATE: Nov 2018. Due to the great selection, we bought another Sienna from AutoNation and this experience was 100% positive. The salesman was kind, patient, and knowledgeable. The buying process was quick and painless, and there was very little pressure to buy the extended warranty this time--which was a huge relief. Upgraded to 5 stars since last purchase!

Mark and Kelsey Bennett Dec 3, 2018

Trade-In process was not what we expected. It wasn’t transparent about what they were doing, and when we ran out to the car to get our insurance card they advised us they drove the car around the lot and had moved it. Not an issue, just would’ve been nice to know they were going to take our car for a drive. Trade in value offered was lower than KBB value for trade in. That was a bit of a joke, however, it’s to be expected these days. Still not enjoyable. We came to look at a brand new 2019 4Runner trd pro. We were given the opportunity to take it for a drive in the lot to keep the miles low. Due to the new shocks on this year, it made it harder to really understand if it was worth opting for the more expensive 2019 or getting a 2018. This experience could be better considering the Fox shocks package on the new. The all weather mats inside were for a Lexus, not a 4Runner or a trd pro. The manager seemed to scoff a bit when I asked if they could get us the 4Runner all weather mats that belong with the package, considering it was an extra $100+ upgrade added to the price. I was told some story about how they’re made in the same factory as the Lexus, blah blah blah and had to really persist that if I was going to pay the upgrade charge on MSRP, I wanted the official mats for my make/model, not a Lexus. Finally got them thanks to our salesman continuing to ask for us. The buying process was pretty straight forward, it just took forever and could have been streamlined to be far more efficient for the buyer, and the staff. Our salesman was very nice and was very accommodating of our 9month old who was not approving of our intentions to be at a dealership instead of his play area. :) Due to the weekend hours, I was not able to call my credit union for finance. I opted to sign what they offered with the expectation that I had a week to gain my own financing or default to their offer. This was a nice option and would have allowed me to contact my credit union Monday. However, once in the finance office we were told it only saved a couple hundred dollars in interest, so no sense trying to get our own financing and taking a week to close. So the added pressure of closing then vs in a week was an obvious one. It did make me feel a little under valued as a paying customer to know my perception of saving a few hundred vs his perception of a few hundred was no where near the same. Typical finance guy, but could leave some room for improvement there. We did really like the add on options for maintenance, warranty, etc and thought it was a nice added value for the purchase we were making. Upon purchase, our salesman offered to take pictures for us next to our nice brand new 4Runner with 5 miles! It was very nice that he stayed late until we completed finance steps and walked us out to the car. A few weeks later we called up our salesman since we were in the area and he ran our 4Runner through a free quick car wash and tire shine. That was a nice perk and really showed customer service above and beyond.

Jennifer Davis Nov 30, 2018

I've been a customer for over 6 years, and this latest experience will make me never go back. About 3 weeks ago, I had a random grinding noise come up on my car. Took it to get checked out, they found a lose heat panel, ok great! Took the car home, and the grinding noise came back two days later. I got under the car to see what it could be, and saw a lose panel, put some tape on it to hold, and brought it in the next day. They looked at my car, called me and said they don't even see the lose paneling, well that's because I TAPED it!!! I had to tell them exactly where the tape was. I also got the 150,000 mile service done which included oil, tire rotation, fluid check, and brake inspection, but again, the grinding noise was mistaken for a lose panel. My grinding noise continued to happen over the weekend. Brought in my car on the following Tuesday, was told it was my front brakes and rotors needed to be replaced and left my car over night. Thankfully they were able to get me a rental for the night. Picked up my car the next day, and was told the grinding noise was taken care of, this was Wednesday evening. Wednesday NIGHT, on the drive home, grinding noise once again!! Beyond frustrated at this point!! I brought my car back on Thursday because I thought maybe it was me hearing things, nope even my best friend kept hearing the noise, and this time it was worse. When I brought the car in, I took the service associate for a ride, he heard the grinding noise before we even pulled out of the parking lot. I was told that it would get looked at and they were going to keep it over night again. When I came by on Friday, I was told that the grinding noise was gone but they couldn't find anything. I didn't like what I was told and had them keep it another night to look further. The grinding noise only happened when I braked, there's only so many components to a braking system so figure it out. Brakes, rotors, or calibers, and since the front ones had been fixed, maybe check the back! On Saturday, they told me they had checked the brakes and they looked fine and they "cleaned" them. The service associate, assistant manager, and technician had apparently driven my car and no one heard the grinding noise. On Saturday night, I heard the grinding going home, heard it Sunday morning going to church, it continued to get worse on Monday, and I refused to take it back to Toyota. At this point they had my car a total of 6 days, and couldn't find the problem. I ended up taking my car to a service center in Ashburn, rode with the mechanic, and he immediately heard the noise, and said "it's coming from the back" I left my car with this service center on Tuesday night, by Wednesday morning, I was told my back brakes and rotors were shot and because of the damage, the calibers needed to be cleaned. That quickly the grinding noise was gone! I had the service center keep my old rotors and pads so I could visually see, and the one pad was actually so bad that it had been angled in on my rotor going metal to metal. The rotors were completely scraped! Somehow Toyota missed this!!! The mechanics said that if Toyota had truly inspected my brakes, they would've seen the pad immediately!!! This is a HUGE safety concern!!!!!!! Because of this, they've officially lost my business.

Sarah Kyle Oct 4, 2018

I’ve never in my years of purchasing vehicles have never been so upset or humiliated in buying a car. I drove 2 hrs to visit the dealership, not to mention not only utilizing someone else’s time to go with me with my mind pretty much made up that I was going to purchase after searching for weeks, on the perfect color and the bells and whistles I was looking for. I went in and let the sales manager know (John Andreyko) that I’m paying cash or self financing. This he understood . There was no miscommunication from my end. After he went back & fourth about doing a credit check if I was using a personal check, because they would take my check and hold it and I could come back the next day and I could bring the cash. That wasn’t going to work because as I stated at the beginning I drove 2hrs already. So I asked if I used my debit would that cut out the credit inquiry and allow me to not have to come back tomorrow, his answer was “YES”! I then got on my phone called my bank to make sure they could make this transaction smooth. After I did that, Raquel began to proceed with paper work for me to sign. Then she handed me a paper that was highlighted where my name needed to be printed. On the top of the page were the words credit application. I stated to her I already told you I don’t need a credit inquiry. She said it’s not to run your credit. I said this paper is a credit app. So she goes to get John to come over for me to address it with him( because it was obvious she wanted no parts of the lie he was about to spew out of his mouth to me). He came over and said this is not to check your credit, it’s just formality. Ok you have no reason to run a credit inquiry on me I’ve already explained to how I’m self financing. No we not doing any credit check. Ok I’m printing my name and with no signature there’s no authorization. 15 minuets later across my phone gives me an alert letting me know that I’ve had an credit check inquiry That came from your dealership. Of coarse I was livid, and Raquel told me to address it with John, and when I sat down with Temor Sharifi , I let him know and all he had for me was he shouldn’t have done that if you already told him not to. He had no explanation. Before I left I addressed John and let him know my feelings and of course he spewed out another lie that made no sense to anybody but him. I’m inclined to think that for some apparent reason in his mind this ,Black Lady coming into a dealership and dropping cash on a car without financial help from whom ever you want us to use was unheard of. Then your CFS director telling me that he would have put down half and financed the rest, and that builds up your credit score... well Needless to say after visiting this dealership and this experience I would never come back or send anybody, or even have anything nice to say about it if someone ask. Believe me, I do run across a lot of people, did I mention, I too am a business owner! Lisa Drumgole

Lisa Drumgole Aug 23, 2018

It's rare I write a review. It has to be heavily on one side of the bell curve or the other. This being an extremely frustrating experience, I just have to take the time. I at least deserve that since these guys wasted so much of mine already. I noticed a particular car arrive on their lot the first day it was advertised online. I called in to see if it was available and if I could come in and take a look at it. I spoke with Samuel and worked with him the entire time. He confirmed that the car was there, but I couldn't look at it as it was in the shop having new tires put on it. I asked if I could come by later that night and he responded saying it would be out of the shop and available first thing the next morning. First thing the next morning, as instructed, I text Samuel to see if I can come in and look at it. He comes back saying that it is being detailed at the moment. I asked if the best option was to have him text me back when it was out of detail so I could come by and look at it. Samuel agrees and says he will text me the moment it's out of detail. I live 3 miles away and have been ready at a moment's notice to finally come by and have a look. He texts me back about an hour later and I'm thinking, "Okay here we go... I can come by and take a look." His text states and I quote verbatim, "The car you had requested to see has actually been sold and is on hold for someone later this evening. If the deal for them does not happen, then it will be available and I can let you know." I received this text 2 hours ago and am still in shock at how this went down. I've been waiting on this dude for 24 straight hours to give me the green light to come by. We've exchanged multiple texts to determine when I can come by, only to find out it's been sold behind my back. I can only imagine how this all went down. Was I being strung along in case this other deal didn't go down? Did I just end up with the wrong salesperson to where my guy is holding me off while this and/or that is being done to the car while the other guy's salesperson is "sure, come on in and let's do this!" Whatever the case, this is maddeningly frustrating and I've completely given up on this place. When there is an exchange of this amount of money, I need to trust the place I'm working with. Credibility has been completely destroyed and I'm done with AutoNation Toyota Leesburg.

Johnny Ringo Jul 28, 2018

Update 5/10/2018 A representative finally reached out to specifically discuss my inquiry on May 8th. After the discussion, my inquiry was resolved. ------------------------------------------ I don't know how other dealerships interact with their customers, but I can't say my experience was without issues. I purchased my vehicle in February 2018. The purchase itself was fine, but I had opted in for the extended maintenance plan knowing that I could cancel within 30 days. I didn't know the pricing for maintenance in general, but I ended declining it before the 30 days. Side note, I recommend anyone figuring out if they would benefit from the plan within the 30 days, in order to cancel if necessary. The finance representative only mentioned prorated usage of the plan to be subtracted from the overall fee. He DID NOT mention that there is a fee, if you cancel past 30 days. Sketchy. This is where the issues started. When I attempted to cancel, there was a lot of back and forth, trying to figure out the details with Toyota Financial services. Eventually, I was able to get it off my account. I was reimbursed the maintenance plan fee, but not the fees that came with it. Toyota Financial services said I would have to contact the dealership I purchased from. On the purchase papers, it shows that there were taxes included on the purchase that I was not reimbursed. I attempted to contact Autonation for weeks, maybe even going on to a month or two. None of their finance officers pick-up or return calls. I talked to someone at the desk and they said they would have a finance person call me back. That never happened. I had a sales manager reply to an email, saying that they would have someone reach out. No one did. I reached out to that sales manager and I am now waiting on his word that someone will reach out to me. It's absurd how long it's been going on and their lack of outreach, in regards to the finance department. I understand they could be busy, but to not have contact with any one of them for this long is absolutely discouraging and would deter me in the future with dealing with them. If you do any financing through this dealership or purchase anything that has you in contact with them, be wary. You will most likely get the work around and have no contact with a representative to resolve your issue.

Kevin White May 7, 2018

To start off...we leased our vehicle a couple years ago from this dealership. We were now ready to purchase our lease. I called and was told that both my husband and I had to be there if we both wanted our names on the vehicle so we got someone to watch our girls while we went to the dealership. I was financing through my bank so I called Auto Nation Toyota and was told that I didn't need to have a check in hand and that we could come in, take care of EVERYTHING, and bring the check back when we received it. When we got there then sales associate, Igor, was very helpful. We enjoyed working with him. We waited 2.5 hours to see the financial department to be told that we had to come back to do the financial paperwork when we had the check. We had originally been told that we would be able to sign a contract saying we were purchasing the vehicle and then we had 30 days to get them the money or we would be put under their financing. This did not happen. We had to leave, AFTER SPENDING 2.5 HOURS waiting for the financial department to do nothing. Needless to say I was pissed. I told them it is hard to find a babysitter to watch our kids. We were told to bring them, but anyone with a 2 and 4 year old knows that it would have been a struggle, considering we have to wait forever. They told me that one of us could come in and do all the paperwork and then take the papers home for the other to sign and then bring them back. So that's what I did. I went I and signed the paperwork, but was told that my husband had to come in because he couldn't let me take the papers home. So for a 3rd time we had to go in and take care of the paperwork. We are completely disappointed with the level of service we received on top of the fact that they kept pressuring us to take their financing. Oh and the thing is...I brought my mom here to purchase her vehicle and she went through the same bank the same way I did. She didn't have a check in hand and everything and she was able to take care of all the paperwork, financial included, one sitting and never had to go back in. We won't be purchasing from here again.

Lexi Reilly Jan 24, 2017

Dear All, I am not a happy customer. Here is my story. I, along with my elder brother, went to Auto Nation Toyota, Leesburg, Virginia on May 25, 2015 to buy a new car. We saw our desired vehicle, negotiated the price and bought 2015 Brand New Camry SE, with zero APR. We were happy that we are getting a good deal. The sales person was cooperative, run my credit and came back, saying that I am approved for zero APR. We filled all the required documents, got the new car key and drove the car with us. After two days, the finance department called me and asked for few documents, I send them all the documents. Then he asked me for my Permeant Residency Card (Green Card) or US Passport, which neither I have any. I showed them my current visa which is good till 2016 November. Also, told them that my work visa is in process and as soon as I got it in few months, I will send that to them. The finance department said that they will not accept my current visa, so I will not get zero APR and now I have to pay 3.2 APR. Then I got frustrated and ask them that why you are telling me now. This is something you (Leesburg Toyota) should have told me while I was purchasing the vehicle. Now its too late. The option they gave me was: 1) Return the vehicle 2) Pay everything upfront (Full amount of vehicle) 3) Pay the new APR (Approx.. $2000 more in 5 years, with this new APR) Of course, the first two option will not going to work for me. So I ended up paying the APR, which will increase my monthly payments. I am sure a lot of new/existing TOYOTA customers do not have US Passport OR Permeant Residency Card. So if they go to buy a vehicle with Zero APR from Toyota Dealer, they might end up with a situation like me. Toyota dealers all over the US, please tell everything in advance to your customer in black and white, before you sell any vehicle to them including their residency status/ visa in the US. I am sure this will be of great help for customers. AutoNation at Leesburg, Virginia, please contact me if you want to do something which will go in my favor. Thanks, A Frustrated Customer, Babar Ali [email removed]

babarAli Jun 24, 2015

Went about searching for a used '04-'06 Toyota Land Cruiser and finally found one available at Leesburg Toyota in Virginia. I live north of Philadelphia so it was going to be a good three hour drive, one way, that is if the traffic gods were smiling. In any case, ended up driving there, the truck looked good, the sales guy was not too pesky and the negotiation (with the usual back & forth with a 'manager') was relatively tolerable. We arrive at a price, my trade in is assessed to my satisfaction. Paper work takes a while, but it gets done too. So, all in all, a fair experience in car buying, till this point. I drive the truck home with the temp Virginia plates they gave me. A couple of days pass by and a gentleman from their finance department calls me and says, the contract was drawn up all wrong, so he's sending me a fresh set of papers to sign. He also informs me that there is nothing to worry, the pricing or financing is not going to change. Papers come, I sign it, send it back. I call them to confirm that I will get a copy of all the paper work (which includes warranty information). After waiting a whole week and my temp plates about to expire, I call and leave messages all over the dealership, with no response. I finally get a call back from the Finance manager today. He informs me that they did not charge me enough and I need to pay an additional $73 if I want my truck registered in PA and the paper work sent across to me. This from a dealership which charges $499 as 'dealer fee' apart from tax, title and registration!!!! I have an expiring plate and a dealer, who has collected my PA state tax with all the additional fees, now holding a gun to my head for an additional $73 bucks and refusing to do anything until I pay this difference!! Shame on you Leesburg Toyota!! Buyers beware and enter at your own risk!! For $73 bucks?!! Ended up giving him my card # to charge, so that I at least end up with a tax paid and title registered car! Here's the kicker..the guy explains to me that if it had been the other way around and the dealership had charged a $150 more, then they would have cut a check and mailed it to me...what a load of baloney!! Anyone ever got a refund check from a car dealer who thinks he's charged you too much!!!! If I could have given them any lower a lower rating, I would have!

Yogee Feb 21, 2013

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