Koons Ford of Annapolis - Service Center

It took months to get a service appointment for the recall repair of my 2023 Ford Escape plug in hybrid EV. After my initial contact with the service department on September 13, 2023, no one ever resp recall repair of my 2023 Ford Escape plug in hybrid EV. After my initial contact with the service department on September 13, 2023, no one ever responded to my request for service. After repeated attempts to contact someone at the dealership (via the internet and the phone), no one responded. In fact, the service department did not even answer the phone. Left message with service manager on September 23, no response. I finally got a response from a service manager on November 4 who made me an appointment for November 22. They told me they needed the vehicle all day for a repair that the recall letter said required no parts and would take approximately 30 minutes to an hour. I waited two hours for this repair. No apologies, no special consideration, nothing. I did not purchase this vehicle from Koons, not that I didn't want to but they did not have one of these vehicles to sell and the pricing they offered to get one was almost $8,000 more than I paid to another dealer in Randallstown, MD. Randallstown is more than an hour from my home. I am only servicing my vehicle at this dealership which is local for me because Randallstown is so far from me. I can't help but feel that the treatment I am receiving is because I did not buy my vehicle from Koons. If they treat all of their customers the way that I was treated - I don't see how they have any sales or any customers. More

I would absolutely trust my vehicle service to Earl and Darian in the future. Timely service and fair price. Darian in the future. Timely service and fair price. More

Recall work should not require a special appointment. Can be completed with oil change work. Can be completed with oil change work. More

Very friendly and efficiently fast on getting my car serviced will come back. Thank you for the great work serviced will come back. Thank you for the great work More

Everyone is so friendly and really do their best. Explained exactly what needed to be done with my vehicle. Explained exactly what needed to be done with my vehicle. More

Sales process was fine. Bought an extended warranty. The warranty is serviced by some other company, even though I paid Ford and not this company. I dropped off my car Bought an extended warranty. The warranty is serviced by some other company, even though I paid Ford and not this company. I dropped off my car to be fixed is it had a buzzing sound in the windshield. They diagnosed the a pillar trim. Kit has been replaced and charged me $682. I picked it up and it fixed none of the issues with the sound, it’s impossible to believe they test drove it as it was obviously not fixed booked the next available appointment which was two weeks away to have them look at it again. They kept the car for seven hours before calling me with a diagnosis after my appointment and then diagnosed a $448 fix. Walked out with my car and not fixed $700 in to my bill. They’re either crooks or incompetent. More

Excellent service from both Earl and Darian. Accurate pricing and warranty assistance. Very timely service. Accurate pricing and warranty assistance. Very timely service. More

Service Advisor Mike Treas provides professional and expert advice. He’s the reason I come back. expert advice. He’s the reason I come back. More

Mike did a great job keeping me informed on the status of my F250. I will be back in the future for all my service needs. my F250. I will be back in the future for all my service needs. More

Darian has been a great service manager. He always keeps me informed and is proactive. He always keeps me informed and is proactive. More