Koons Falls Church Ford

PROMISES BROKEN! ! Once again utter lack of professionalism and accountability. Now, after agreeing to pay for a loaner car because of their own failings, Koons - six ! Once again utter lack of professionalism and accountability. Now, after agreeing to pay for a loaner car because of their own failings, Koons - six months later - has refused to pay Enterprise, which has their collections department coming after us. I keep emailing 10 people at Koons, including the GM and other senior management and the response has been... can you guess? Non-existent. More

Ford Broken Power “Promise” I cannot stress how impossible it has been to work with Koons Ford Falls Church. I would encourage every single person I encounter to avoid this company at all costs. Th impossible it has been to work with Koons Ford Falls Church. I would encourage every single person I encounter to avoid this company at all costs. They broke promises related to their provision of an electric charger and installation. This has been the worst car purchase experience of my life, and the people from Koons are completely unresponsive to any and all efforts to mitigate their poor customer service. For details, see below. In November 2024, I purchased a new Ford Mustang Mach E Premium AWD from Koons Ford in Falls Church, VA. First of all, I would like to note that the car I purchased has been a perfectly fine car thus far. I would love to recommend it to others. However, my experience and interest in promoting this car, brand, and dealer has been ruined by the Koons Ford Falls Church dealer and management. In short, the dealer lied to me about the Ford Power Promise. In the process of purchasing the car, at no time was it suggested that I would not be receiving the charger and install services. I was explicitly told by two different sales associates that the install would be arranged by Qmerit after purchase. I negotiated the price with the Sales Associate (Karen Escalante), and at no time did I waive or acknowledge that this benefit would be turned into a cash agreement. After purchase, when I asked the Sales Associate how to get the charger install arranged, she informed me that I would not receive it, because the negotiated car price included a cash option (which I did not agree to or sign any paperwork stating such). In a follow up discussion with the Sales Manager (Sam Ahmad), he agreed that Karen (and the other sales associate) should not have said this, and that he would help “make this situation right.” This discussion with the sales manager occurred a week later when Sam said the General Manager of the store was not able to talk that day. We agreed to follow up on the next week. Unfortunately, in my attempts to follow up with the Sales Manager the following week, no one could seem to locate him! Mr. Ahmad had been moved to the finance department, and his phone number did not work, and he stopped answering his text messages. Therefore, I returned to the store to talk this over with him (or any other manager). During our meeting, he noted again that the dealer would do something to make this situation right. Mr. Ahmad left our meeting to talk with the General Manager. Upon his return, he stated that the GM would be sending me a check for some portion of the cost of install and charger (though it was left as some unspecified amount). For one, this is in my eyes a tacit acceptance that the Sales Associate and management at the very least misled me throughout the purchase process. I am still trying to believe that this deception on the FPP was not deliberate, but my patience with this belief has been exhausted. I have attempted to resolve this with the Customer Service Manager (Regina Suggs) on numerous occasions. She has never once returned my calls (though she always says she will). To date, I have now received five quotes for a charger installation, with the lowest being $2,200 excluding a charger. I will note that there was NO scenario in which I would have purchased this car without the agreed upon installation and charger. That was critical to my decision to purchase the car. This in fact seems to be the entire point of the FPP! As it stands, I cannot recommend anyone purchase a car from Koons or Ford in general until this promise is kept. While I expect deception from a car dealer, this broken promise is not something that I take lightly. More

Bought a car from them in the beginning of December. Still have not received my tags. It been a little over 30 days. My temporary tags have expired and I have been trying to reach the title and tags per Still have not received my tags. It been a little over 30 days. My temporary tags have expired and I have been trying to reach the title and tags person for the past 2 weeks and have not had a returned call. I was told someone would overnight ship another temporary tags but have not received anything and I’m unable to get a hold of anyone and no one is returning calls. They do try to give you multiple protections plans to “lower the interest rate” Update: Don’t think I will ever purchase a car from here again. Save yourself a hassle and go somewhere else. Drove all the way to the dealership on 1/17 due to my temporary tags expired after calling for weeks trying to get a hold of the tag and title department even left a message with the manager and didn’t receive a call back. I spoke to Karen who got a hold of the title and tags lady and they finally looked into getting my tags… Title lady said my emissions wasn’t done and they couldn’t give me tags until my emissions was done..so they needed me to bring the car back another day for service to do my emissions and issued me another set of temporary tags. I received an invoice the day I bought the car that the car I purchased had the certified check done, the inspection, and the emissions done.. after telling Karen my emissions said it was completed on the invoice. She had me text a photo of the invoice to show the title and tag lady that it was done and that I should receive my tags on 1/20.. waited all week for tags to come in the mail and nothing came. Last week I called Karen letting her know that my tags still didn’t come in the mail and she said someone was supposed to call me to tell me that I needed to bring my car in to service to redo my emissions because they apparently didn’t receive the emissions even though invoice said different..No one called for the past 2 weeks to let me know any update. I then had to drive all the way back to the dealership just for them to do the emissions that they claimed they did the first time even after paying extra for my car to be certified and the emissions wasn’t even done. After a few months of back and forth I finally received my tags on 2/3… More