Koons Ford of Annapolis - Service Center

I purchased a 2013 Ford Fiesta for my daughter; after a short time she was describing how oddly the car seemed to operate. It seemed to shift very rough when accelerating as if the car had a manual transmi short time she was describing how oddly the car seemed to operate. It seemed to shift very rough when accelerating as if the car had a manual transmission as opposed to an automatic. Even passengers riding in the car would ask if the car was running right. Made an appointment at Koons Baltimore where the car was originally purchased, after the car was inspected by the mechanic there we were told " that it's just the way the car runs ". At that point we just accepted that fact. About two months later the condition seemed to getting worse to the point where the car would barely accelerate from a stop as if the brake was applied. So much that the cars behind were honking their horns because we were holding up traffic. We then contacted Koons in Annapolis to make a service appointment. We dropped the car off Friday October 18th and issued a loaner car. During the following week my daughter had to make continuous calls to check on the situation concerning the car. I would assume that updates would be made to us by the dealership and not that we would have to request them. Her experiences when contacting the service department were less than desirable as if she was making unreasonable requests. After the determination was made that the car would need a new clutch, (after my daughter called yet again) we were told that the part would be ordered and that the car "should be okay to drive" by Kyle. We dropped off the loaner car and picked up the Fiesta such as it was. My daughter made numerous calls again to check on the progress of the new clutch that was needed to repair the car, otherwise we would hear nothing from the service department. Each time she was told that the part had not arrived and they would call when it was in. On December 5th I received a call at work from my daughter, she was driving to her job and the car would not accelerate and that there was smoke coming from somewhere. I told her to call Koons Annapolis once more to let them know. At that time they dispatched a tow truck to come and pick it up, she was also told that the new clutch had not yet arrived. I drove over to pick up my daughter and met the tow truck at the dealership, at which time Kyle told us that the replacement clutch had finally arrived. He also informed us that they would not be able to issue a loaner car as the "funding pool" that was used to pay for the loaner cars was exhausted for the remainder of the year....so it was left to me to obtain transportation for my daughter so she could make it to work as well as to college. My daughter had to call the dealership the next day to find out what was being done on her car only to find out that now the part had JUST arrived and that the car should be completed by Wednesday December 11th.She was also informed that the smoke that she had experienced was caused by a rag that had been left on the engine, they made it sound to her like she was to blame for that... At this point I was not happy with recent events and decided to call Ford Company customer service. I talked to a very nice representative who noted everything and informed me that a regional manager would be calling me by close of business of the following business day. That time arrived and passed with no contact from the regional manager. I waited a day or two since it is near the holidays and called again, talked to another very polite representative who again noted everything and updated my case number and also informed me that it was unacceptable that the regional manager had not contacted me. She had also stated that she would report that person to their supervisor. After which she told me that once again the regional manager would be in contact with me by close of business the next day, that time came and went. My daughter made yet another call to the dealership on Wednesday December 11th because that is when the car was scheduled to be complete. She was then told that the mechanic that was working on her car had to rush his grandmother to the hospital. She was also told that he was the only mechanic qualified to perform the work and that the car would not be complete until Thursday or Friday. I again called the Ford Company customer service number and talked to another very nice representative who again noted all events and again informed me that the regional manager would be in contact with me by close of business that day. I did not receive a call from the regional Ford representative during that time. My daughter called the dealership on Thursday afternoon December 12th and was told the car would be done and that she could pick it up that evening. I received a voicemail from the regional Ford Representative that evening stating that the car was complete and that I could pick it up. I have been reviewing a considerable amount of documentation online regarding many cars experiencing the same issue as ours. Given this I would expect Ford and the dealership to be a little more understanding and much more prepared when it comes to handling these situations. I realize that the Fiesta is not their flagship model but for a teenager just starting out in life it is a rough lesson. I am fairly certain that there will never be any further Ford products in her future and I can say the same for myself, as for Koons Ford...your Baltimore sales department is outstanding but the service department is at best abysmal. More

We have received unspeakably deficient service from the customer service department. Took the car in for brake work and a door indicator that said the driver side door was always open even when it was clos customer service department. Took the car in for brake work and a door indicator that said the driver side door was always open even when it was closed on our 2011 ford edge. Said the door problem couldn't be reproduced and the brakes were fine. Drove it off the lot and immediately called back Kyle in service to say the door problemwas still present and HHS brakes were still chugging. He asked us to bring the car back, but said it couldn't be on a weekend because the door issue is diagnostic and could only be looked at on a week day. About a month later we could finally take it in on a weekday (shocker, we work). They said the brakes needed to have the roters machined, but that the car was no longer warranty for the work. It was under warranty the first time we took it in for the same problem, and now they want 600+ to fix a problem that would have been free under warranty. They intentionally sent us packing to avoid fixing an under warranty problem. Voice mails left for the dealership manager were unreturned. We contacted Ford corporate, but the dealership isn't returning the calls from the regional customer service representative. Also, despite telling us they topped off our fluids when the car was in, we found the power steering fluid was near empty. Koons, if you wish to change this review, check with Kyle in service about the white ford edge with these issues. I am sure he is familiar and our contact information is on file. More

EDIT- After posting this review and several others, Koons Ford Annapolis refunded my money but never admitted that they gave me a bad diagnosis. The truck in question still is running fine. They asked me to Ford Annapolis refunded my money but never admitted that they gave me a bad diagnosis. The truck in question still is running fine. They asked me to remove this review. I won't because I think it is still an accurate portrayal of the service I received but in all fairness after a few weeks of pestering them they did refund my money. Would you be upset if someone tried to sell you a new engine on a car that didn't need one? A day later, the truck was fixed for around $200. And now Koons won't refund any of the money I paid to have it towed to another shop or for the misdiagnosis ($178) , nor will they admit the truck doesn't need a new engine, even though it's been running fine ever since. Share this and spread the word. oh yeah, and don't buy anything from Koons. More

Before I moved to Annapolis, I always had service on my vehicle performed by the local dealership in their in-house oil/tire center and what not; thus, in Annapolis, I naturally sought out Koons to perform vehicle performed by the local dealership in their in-house oil/tire center and what not; thus, in Annapolis, I naturally sought out Koons to perform similar work on my car. I was not impressed. Here's the list of things I noticed. - There were a lot of workers standing around and chatting inside of the drop-off area. Now, they may have been on break, but none of them seemed to care that I had driven my car in. - The head service guy there that day came off as a "used car salesman" type, trying to rush me through things. He took my keys and sent me to the waiting area. - The waiting area was very disappointing. Compared to other dealers, this one was a dump. - The service took three times longer than what the head service guy told me it would. - After the oil change and tire rotation was done, the head guy came to me with a list of things that his mechanics noted needed attention. I am not conversant on car parts and equipment, and he tried to get me to have most of these taken care of in this visit without explaining what any of it was. I denied it and had a mechanic friend and a separate service center look at my car, both of whom said that Koons was trying to get me to schedule some unnecessary work. - My car is white, and there were smudges from dirty workers' hands all over the front of my car when completed. My impression of Koons Ford is that it is the service center you hear the commercials criticizing where they find/make things to work on with your vehicle just to make a quick buck. I will not return. More

I took my 2007 Ford 500 to the service department on 11-15-08 and asked for an oil change and a tire rotation. The service representative, Mr. John Tripodi, wrote the service order for an “A Service,” 11-15-08 and asked for an oil change and a tire rotation. The service representative, Mr. John Tripodi, wrote the service order for an “A Service,” explaining, “we call this an A Service, we change the oil, rotate the tires, and check a few other things.” I signed the service order and waited for my car to be serviced. When the service was completed, the cashier presented me with a bill in the amount of $193.06. I inquired about what I believed was a lot to pay for an oil change and a tire rotation, which typically cost me about $50.00 at Koons Ford for previous oil changes, and she summoned Mr. Tripodi to explain the charges to me. His response was, “we discussed this in the service area, your car has 40,000 miles on it, you ordered the A Service.” What I thought I ordered was an oil change and a tire rotation. More

They had my vehicle for five hours and never touched it I watched them pull the truck into the bay when I left at 8am. They said someone would call aroung noon. When I did not receive a call I called them a watched them pull the truck into the bay when I left at 8am. They said someone would call aroung noon. When I did not receive a call I called them at 1pm . They said we have not done anything with the truck but look at it. They were suppose to change the oil and put on new brake pads. What requires five hours of staring at a truck for that purpose. More

Each time I've visited the service dept, I have been either ignored, treated disrespectfully, or my calls have not been returned. I will never buy another vehicle from this dealer until they fix the cus either ignored, treated disrespectfully, or my calls have not been returned. I will never buy another vehicle from this dealer until they fix the customer relations problems that they have in service.<br><br>So far, I've bought two new vehicles that could have been Ford products in the past 5 years. And I spend an average of $2,000 on service for my vehicles per year with a private mechanic, since Koons Ford's service department is so poorly motivated.<br><br>Considering all the money spent on attracting new customers, it just makes sense that they would try to keep the customers they already have. Not so, and it's sad, since I love my Ranger. More

I had a vehicle taken in for repairs and body work from an accident. They made the repairs to the vehicle and were instructed to contact me with an estimate for the body damage. 9 days later I still had no an accident. They made the repairs to the vehicle and were instructed to contact me with an estimate for the body damage. 9 days later I still had no phone call and when I called them was told "o yea the reapirs are all done and the estimate was with the ticket. "I asked why no one called me and why I was not give the estimate for the body work. The contact Bill Smith told me he did not know and acted as if he really did not care. It cost me several days of unnessary rental usage becouse they decided that the customer don't matter and don't need to call them and keep thier word with us. I would not recommend this dealership for any service, repair or purchases. This was the worst experience I have ever had in a dealership. More