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

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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