Went to Koons for routine vehicle maintenance. The tech said I needed tires. I agreed to get the tires because I was told they were in stock. I leave my car with them and then I get a phone to tell me the tires aren’t in stock but they ordered them and will be in stock later that day. I then got another call telling me that the tires won’t be in stock that day and that they would need to keep my car over night. I told them I wanted my car back. I get up to the dealer to retrieve my car and the guy who helped me is trying to start an argument with the cashier. Very weird and unprofessional experience.

Was able to schedule a last minute Friday afternoon appt for a 5k service before we went on a trip.Told them I’d wait.I know it’s not a big service and I was worried about the Friday afternoon thing, but service was prompt and very courteous. I was back out again in no time. They explained what they’d done and what would happen next time.

Over-filled oil, which can lead to thottle fouling in Prius.Said needed new tire at check-in, but final mechanic report showed all tires fine. (In fact tires are fairly new and in great condition).Reported that other non-routine maintenance was needed, but would not let me talk to the mechanic.

Got a flat on US50 and went here for help. Very welcoming and took care of my car well. The wait was a bit longer than expected but perfectly understandable as they were busy. This was my first flat tire ever so i was anxious the whole time, but in the end i was very glad that they handled everything well.

Amazing, Amazing, AMAZING! The staff were all friendly. I expressed what was going on with my vehicle and the issue was addressed in a timely manner. I experienced all around GREAT customer service!! My service rep constantly updated me on the status of my vehicle throughout the day through calls, texts, AND e-mails. I chose to go this location (though I have one closer to me) because of the quality of their service. I would totally recommend!

Dennis L. was super friendly and professional! I was running on a tight schedule that day and he went out of his way to accommodate us while making us feel very comfortable during our visit. Very pleased with the service. Thanks Dennis!

Very nice place. Car service very good. Very friendly and efficient people. Deanna Knight was great kept me informed and I was only waiting for hour. Car washed and vacuumed. Thankyou

Great experience buying my new Sienna at this dealership. Brett did a fantastic job... friendly and very knowledgeable. He wanted us to be happy with our purchase and made buying a new car easy. Highly recommend buying from Brett!

Dennis L. was my service representative and I recommend him highly if you get the choice. He was informative, attentive, and personable - the perfect combination for customer service. He explained my multi-point inspection clearly and relayed information quickly for the transmission noise I heard. Repairs were made within the expected timeframe and I drove my car away afterwards feeling confident and appreciative about the service.

Great communication. Helpful, friendly people

Koons Toyota of Annapolis service center was very professional and friendly. Takes pride in the quality of workmanship they deliver to their customers. Best auto repair shop around. Thank you to Marvin Robinson for taking care of me and my family with our automotive needs.

Please read the whole review! I will start out by saying that I had a great experience with customer service, as they were very responsive, timely and answered all of my questions to their best knowledge. I also was very happy with the shuttle service and loaner car. I would give those services a 5 star rating separately. That is why I gave a 3 star rating overall. The repair service on the other hand, I would give a 1 star rating. I came in to get my AC/heat fixed and they started by looking at my blower motor. They said that there was a ‘rodent infestation’ of squirrels and that it needed to be replaced. It still was not working after they replaced the blower motor so, they replaced the resistor. When that did not work, they wanted to replace my control panel which my total would come to almost $1,000. Because I still could physically drive my car, I decided to take it without a new control panel to a family-friend mechanic. Within two hours of looking at it, he had diagnosed my issue: a switch piece connected to the fan speed adjuster was broken off. The Toyota mechanic did not even look in my console panel. That piece will cost me $150. I ended up paying for the new blower motor and resistor. The service charge was almost as much as both of those combined. I do not recommend if you are going in to the location without any knowledge of what is going on with your vehicle.

Marvin Robinson was very cordial, nice and professional. He always approach you with a smile and friendly voice. Marvin is always been very thorough and pleasant to deal with. So if you are going to have your car service asked for Marvin Robinson. He is a very nice guy!!!👍

Went in for a scheduled appointment. Everything was satisfactory. The service representative was very helpful on getting in touch with my 3rd party agency to ensure they covered the costs

Everyone is friendly and generally professional. I feel like they do a good job. However, the staff ALWAYS overbooks appointments. Ive never spent less than two hours there. I spent three at my last visit because too many appointments were booked. I would keep going back, but I just dont have the time. If you do, definitely come here.

Deanna did an awesome job taking care of my truck with all necessary services required including getting me a loaner car very quickly when she noticed that a recall fix needed to be made. Still was finished much quicker than I had thought it would take.

Everything went smooth from start to finish. Everyone was super professional. Provided a superior rental for my use while the recall on my car was being taken care of.

I worked with a customer service rep named Barbara who was excellent, an auto service rep named David (offered loaner) and finally a auto technician who repaired an issue with my lights and wheel, then replaced my brakes (etc). Over $700, but the car runs much smoother than when I brought it in. The tech drove around the parking lot with me to ensure all was good. Great Job. 😊

I have 2 toyota vehicles and always takes to Koons Annapolis for any service needs. They are very professional and honest. Specially Brian is great. Always helpful with pleasant smile. Employee like him are asset for for any company. Keep it up 👍

I went to this place because of a transmission bump while going 20 miles per hour. They claimed that a part had to be exchanged for several hundred dollars and the problem got worse instead of being fixed. Then they told me I have to exchange the transmission for several thousand dollars. Maybe they fix charges by guessing. now i lost my money and my vehicle problem is worse.

So far my experience has been pleasant, from the time I purchase my vehicle to every time Ive come for service. Staff has been cordial and helpful.

My experience at Koons Toyota has been the best experience that I have had at a dealership. My initial visit was unplanned, as I was trying to manage and maintain my elderly father’s vehicle which had been sitting for almost 2 years due to his living with me in GA because of dementia. When we got the car started it seemed like the dashboard lit up, and I googled the closest dealership to my father’s house and it turned out to be Koons. My dad and I had a rough morning, and by the time we got to the dealership I was actually in tears. However, the team at Koons was so kind and helpful. No one made mention of the tears running down my face, and they were very understanding about my father’s behavior. We lived too far away to use the shuttle to get home, so David provided us with a loaner to use overnight while they brought my dad’s car up to speed. It was clear that he knew there was something going on, but instead of trying to talk about it superficially he was just as helpful as he could be. Needless to say, Koons is now my dealership in the Annapolis area. We are a Toyota family, so whenever we are in town and one of our cars needs some TLC, we will only be going to Koons. There, you are treated like more than just a customer.

I had a fuel pump that had been recalled, I was able to get an appointment very quick. Work was completed, vehicle was washed and vacuumed. Everyone was great to work with.However, I was not informed that my gas tank would be drained and I would have to quickly find a gas station once the work was completed.

Koons is a great dealership and service center. We bought a Toyota from them and we bring our Toyota there for most of it service. Great attitude, professional, easy to get an appointment, and with text messaging they stay in contact with you the whole time. My only issue, or complaint, if you can call it that, is they strive to hard to be perfect. I think they worry more about being perfect and trying to convince you to give them five stars on everything then they actually do trying to hear constructive criticism about any small issues that may not be perfect.Case in point when I bought a car the sales person wanted me to give him a five star review on some survey that comes out. I had to give them fives on everything and if there wasn’t a reason he needed to know. Well you know I get kind of uncomfortable telling people what they could improve on and really what they could improve on is not hounding me to fill out a five star reviews on everything. if you constantly tell everyone to only give you five star reviews just so you can have some certification from a survey company or whatever that all your reviews five star are they really five star? I think constructive criticism is important and even if it doesn’t get you the results you’re looking for try harder next time.

Koons always does quality work with friendly, professional service. In this instance, they were able to work me in on a busy day and completed the work in less than an hour.

I have been to Koons Toyota Service Center a few times for my Rav4. I blew out a tire most recently and left my car with them to replace it. They noticed some issues with the tire beyond the damage and let me know they were inspecting it thoroughly before handing it back over to me. They ordered my new tire, swapped it out and even gave the car a wash. Overall, incredibly satisfied. This is all thanks to my efficient, kind, and upbeat service advisor Kendall. Highly recommend dealing with her directly if you are so fortunate. Come to Koons if you want the work done right!

Everyone was great to deal with from beginning to the end. My service was done in a timely manner, my vehicle was parked up front easy to find.

Services were excellent. The Service Department kept me informed throughout the process.Doc.T

The service writer very friendly , Brian Cavey is awesome he explain and give time line , vehicle done right on time as he promised

Marvin was amazing. Though he was obviously very busy, he was very professional and accommodating. Koons of Annapolis is #1 in my book! Thanks.

Convenient hours, easy to schedule online, friendly and efficient check-in, comfortable lounge, good service manager explanation of necessary/recommended work and time to complete, frequent status update, clear description of what was done at check-out. Good dealership; good service team. I recommend Toyota owners use this team to keep their cars in good shape. Would have gotten 5 stars, but when you buy a Toyota and the 5-year maintenance plan, they do NOT tell you that there are recommended services (e.g.., alignment every 10K miles; brake fluid change at 30K miles) that are not included in the pre-purchased plan; I would have liked to cook that into my total cost of ownership equation pre-purchase, though I do not believe it would have changed my purchase decision.

My service representative, Teresa, was professional, knowledgeable and courteous. She kept me informed of the status of my vehicle and provided timely recommendations as they investigated an electrical problem with my vehicle.

This is my second time using the Koons valet service for maintenance and it was an very pleasant and time saving experience. From scheduling, pickup and return the Koons employees were professional, prompt, and courteous. I would definitely recommend using Koons for your Toyota maintenance and give the valet service a try if you are busy and/or dont want to wait in person.

The customer service was excellent and professional.

Excellent customer service. Very welcoming and kept me informed of progress and any issues. Made sure I knew I could reach back out if anything arose between visits. Highly recommended

Kendall was an excellent representative for Toyota and was really thorough in assisting me with the work I had to get done. She also took the time, unsolicited, to offer me cost saving options for future work that I would need to get done at Toyota.Thank you Kendall for everything.

Honest, friendly, personable technicians and staff members. Quality service provided on timetable promised.

Scott M did a great job managing my service. Koons picked up and delivered my car after service, no charge. My service and repairs have been completed as promised.

First time coming in for service. Friendly, professional, courteous staff. Reasonably priced service.

Very personable. Dan at service desk was great. Master mechanic gave honest assessment about my vehicle. Appreciate that!

As usual..very responsive,helpful and courteous..I am used to thier excellent customer service...this visit my service person was Ms. Harris. She obviously knew her job...she quickly ascertained my problem and my car was assigned and placed for repair ...all in 10min flat. Cant beat that ! It is why I always come back

I want to first start out by saying the people here were very nice and did the tire service on my husbands truck as requested and in a timely manner. We thought everything was great and good to go. A few days later, we take a road trip down to Florida and notice the rear right tire was leaking air. We had to stop every 20 mins to refill it and couldn’t figure out the issue. So we called the service center and they told us that it’s under warranty so fixing it would be covered. So we kept driving and continued to put air in the tire every 20ish mins until we got to Florida. My husband did another look around the tire to try and figure it out and noticed not a single valve stem had been replaced and this one in particular was so cracked it was leaking air fast. He used to work as a tire tech before the military so he knows it’s standard to replace those every time a tire is replaced. The Toyota in Florida replaced that rear valve for us at no cost since the others weren’t causing issues at the time and we went about our day. Now he’s on another trip and the other rear valve is leaking air so he’s having to stop AGAIN multiple times. I just don’t understand how some thing so easy and standard to replace while doing the service wasn’t done. Having to pay to put air in the tire every single time and add hours to our trip just to stop was really frustrating. Moral of the story, they do good services but double check your valve stems if you get your tires done here to save yourself trouble later on.

As has been my experience since searching for a car, Koontz of Annapolis is above and beyond with customer service. Dont hesitate to stop by or contact them for your Toyota vehicle. They will pick up your car n deliver it back. ❤❤

Very nice place of business. Everyone was Professional and handled my appointment properly

Kendall and Deanna were very helpful. I would like to thank them for their outstanding customer service. They made more than made up for the computer system crash.

Scott Myer provided excellent customer service! I appreciated how he kept me informed about the progress of my vehicles maintenance and took the time to explain my options.

I appreciated the Shuttle Service to get to/from my house during this service. All staff were efficient and professional but disappointed by cost for adhering sensor in bumper which I thought would be covered under extended warranty.

Tire rotation and fluid inspection as well brake Inspection. Very professional with the results they shared with me. Ive returned to this dealership for my 2017 4runner and so far has never been disappointed. Great job.

Had a recall check. The valet service backed my car into my mailbox and my neighbor’s mailbox. They are fixing the car, no argument there. Still trying to figure out how to fix the mailboxes. Happy with the speed I which they worked to try to make the minor damage to the car right. So, I guess that while this may sound negative you should know that they do own up to their mistakes and try to make things right. What more can you ask for, really? So, three stars for the inconvenience, five for customer relations.

Koons Toyota Annapolis always provided superb, efficient service. Scott is an outstanding service professional. He is knowledgeable, efficient, and friendly. Have never had a bad experience at Koons.

Took my truck in for a 1 year service. My truck only has 4900 miles, and I had been in there less than 2 months before for oil change service. They told me it would take 1 hour and 15 minutes, but it took almost 2 1/2 hours, which meant I had to cancel an appointment I had with a client, which cost me money. I don’t see why the office and techs can’t get their times in line better. This isn’t the first time they took much longer than they said. As a small business owner, it’s already hard enough to get away and make time for this stuff, let alone have more time wasted.

Technicians and management are knowledgeable, good communicators, efficient and courteous. Customer service is responsive and persistent until the problem is solved. The employees work as a team for optimal customer service.

Great job as always. John handled my service very professionally and quick.

Glad that I got my vehicle serviced with the complimentary service that comes with my RAV4. And I was having an issue with one of my tires losing air pressure at least every few weeks. So I actually got it fixed. Only main issue I found was a lack of communication with customers. I understand that I’m not the only person and the world doesn’t revolve around one person, all I want is just a little bit more communication, saying that it might be a little bit longer until my vehicle was done, or that this is what needs to be done. Other than that I’m happy with the service done for my vehicle.

I brought my vehicle in for routine maintenance and to have my AC looked at. Brian Cavey took great care of my car as he always does. Always a good experience with Koons Toyota Annapolis Service Department.

I bought my car here and take it for maintenance and repair. The customer service is great, the waiting room is up to date too.

Just want to say that the two young in the front office were very helpful soon as I walk in the door they knew my name that was shocking. Thanks oh and the body shop did a wonderful job on my vehicle looks good

I’ve been experiencing the same issue with Koons for over a year now. Every time I go to get general maintenance, they can’t figure out how to locate my warranty. Every time, we have to make several phone calls. I complained last year and received a gift card. I came back, same issue. They are in desperate need of training.

Expect a long, long wait for your services. Either drop off your vehicle or expect to stand-by for at least 3 hours. I have had my truck serviced for routine maitenance twice here, recently and a year ago. The first time took 4 hours without an appointment, and recently 3.5 hours with an appointment. For the appointment, my truck wasnt looked at for at least 2 hours while I waited. After that I started receiving messages on the status of it, and then offers for pricing on the vehicle.If I had been told beforehand of the wait time, I could have arranged for it. I would have dropped it off another day, even approved the further inspection items that popped up for repair. Being told my truck could use more work after waiting for hours to get the basic things knocked out only served to frustrate me.

Excellent customer service, assistant service manager, Brian Cavey, and team do a great job of keeping things simple, quick, answering any questions and don’t hesitate to send updates via text messaging and give you a call if anything comes up! Best service department!!

While I did have to wait a few extra day for parts my overall experience was very good. Admittedly I was a bit upset when told that my bill for the work was over $2000 but my service rep found the error and set the cashier straight. If you own a Toyota this is where you should bring it. Top notch professional at every level.

Terrible. Service department? A joke. I had to valet my own car by finding a manager who had to deal with an issue that would have been easily resolved. Will not be back. Buy and run for better routine maintenance.

Excellent service provided. Staff was very courteous and professional.

Everyone was great, from the manager Timothy Green to the service driver and cashiers, everyone that I came in contact with. Very professional staff!

These guys are the total package Ive always had great service and the car is running like a top.

From the time I pulled my car into the service bay I was greeted by a very friendly staff. I took my car for a recall fix and 50k mile maintenance. I didn’t originally purchase my car there but that didn’t matter. I would definitely recommend this Toyota dealer above any I’ve worked with before.

Always work hard to resolve Warranty issues., good service done as promised and on time.

Took my car here after I got into a accident. They did a great job repairing my bumper. The painter did an amazing job!

Several people, including shop manager, spent an hour working with me to resolve a navigation issue. Very helpful and courteous.

Kept me informed of progress; completed when promised and provided a loaner car.

Excellent experience! I had body work, service maintenance, and even a state inspection all in same day and I was guided through the process that didnt take that long at all, and felt like I got VIP treatment! Highly recommend this friendly, competent, and knowledgeable dealership

Very happy with my experience! Very respectful and professional.

My specialist was very professional and helpful. He kept me informed on the progress and accommodated me with a vehicle while my car was being serviced.

Mike Hutson was my service advisor and provided outstanding service to correct an issue which should’ve been handled by another Koons location. Most importantly, Mike listened to me and then understood the issue and took care of it. It’s hard these days to get someone to listen without complaining. All in all, a good experience and Mike deserves credit for solving the missing tailgate key issue with my certified pre-owned Toyota Tacoma purchased at another location. Thanks, Mike!

Been using them for years. Reliable professional work

Overall, the staff were extremely professional, and they provided outstanding customer service u dig!

Pretty sloppy work. Recorded my odometer mileage as 15,000 miles higher than it actually is - made me wonder if they mixed my truck up with someone else’s, or if they did any work on my truck at all.This service dept. promises to wash your car for free when they are done. They did not - and that’s the second time this has happened with my vehicle.

Brian was extremely helpful with the service process. I always take my toyota here.

Friendly staff but the service provided was questionable; I was not satisfied. I came in for an oil change, tire rotation, and requested to replace a DRL lamp that was out. I was up sold on need for spark plugs replaced (tuneup); but accepted that. The lamp was not repaired after waiting 5 hours in the shop; the service mgr verbal instruction and the tech’s notes differed in that the tech wrote that they/he was addressing a turn signal lamp (vs the DRL lamp), which was never an issue. My receipt appeared I was charged for the oil change which is supposed to be free (contractually); as well I was charged for the bulb that was not burned out and provided the explanation that it still wasn’t working. Before pulling off the lot I called the service mgr outside to rehearse all of these issues, smh. At that point (5 hours later) I was in no mood to be held over longer; it was a lesson learned and a second bad event with Koons and a simple lamp issue. I don’t mind providing more detail directly because the goal of my comments here are more for aiding in instruction and not for criticism.

Tech determined we needed to replace windshield wipers on our FJ Cruiser to pass the Maryland State Inspection.Quoted a price of over $100 for new wipers instead of just refill blades that we normally get at Toyota in New Orleans.Koons team was kind enough to waive the labor bringing the price down to $60. Thx we do appreciate that. And we did get a pass for the Inspection that day so we didnt have to come back.A few days later in the first rain, we noticed the far right blade was skipping over the top of the windshield missing a spot. The issue was the long blade was not installed in the right position and was rubbing on the painted window molding at the roof edge.NOT COOL!! We just had a new one installed with a windshield replacement 2 or 3 months ago.Guess the tech doesnt too many FJ Cruisers. Not sure if this was a training or attention to detail issue. Although there was another FJ there while ours was.

Overall a great experience. Very professional staff! I was told my car would be washed and it wasn’t, so that was a slight disappointment but otherwise everything was great.

Marvin Robinson did a outstanding job and informed me at all time about what is needed for my Sienna. I was about to get my vehicle the same day.

The visit was quite fine very efficient and well done

All services were rendered and addressed in a professional manner.

Repaired two fender-benders (2017 and 2021) with like-new end results. Perfect application of pearl / multilayer paint.

Took my 2021 Supra there for a quick service requirement Deanna and Steve were very professional and took great car of my car. Will be going back.

Oil change took over 3 hours and I was refused shuttle use because I lived over 30 mins away. But besides those, the oil change was done properly.

The pick up drop off vallet service is terrific

Fantastic buying experience. Smooth process and reasonable in negotiation. Loving my Land Cruiser and will buy from Koons again.

Professional staff kept me informed, and work was done on time at a reasonable cost. Thanks!

They always give top notch service!!! 👌

The wait was a little long but it was worth it in the long run. I have to return for part that the order trying to reschedule appointment for that overall great service.

Courteous and quick service, good communication.

I went in for a 5000 mile service (oil change and tire rotation). Then they bring a list of other issues. $96 to clean some corrosion off my battery and to replace the air filter is quite a bit. I have paid for the service package and I believe that they wanted to find something wrong so that they could charge me something for the visit.

Had my van in for collision repair. The were quick. The customer service team was AWSOME, Thanks Danielle.The collision team did Great work. Truly and thankfully appreciated.

Marvin Robinson is an excellent service rep and Im extremely thankful that he was in charge of the diagnostic and repair of my vehicle, as well as the coordinator of my rental. He worked very hard to suggest alternatives that limited out of pocket expenses, and provided exceptional communication through all phases of the repair.

Quick oil change and no hidden extra costs.

I live in Calvert County and take my Toyota to Koons Annapolis because I know my experience will be worth the drive.Staff is very efficient and friendly.

Dan was friendly and provided great customer service.

Exceeding all expectations every time I get my vehicles serviced here