Koons Ford of Annapolis - Service Center

I had appt. at 9am. My service advisor said to call later in the day to check on status. I called at 3 pm and had to leave a message. At the end of business hours, I still had not received a status report on in the day to check on status. I called at 3 pm and had to leave a message. At the end of business hours, I still had not received a status report on my car. I called the next morning at 9 am and left messages on two phone numbers. An hour later after receiving no update, I called the main number and a woman in service had to physically find my service advisor. He finally called and went to check on my car. 26 hours after my appointment time, my car had not even been looked at. I asked my advisor when it might begin to be serviced and was told he did not know. I came and picked up my vehicle. That is some way to run a business. When I bought the car, Ford was eager to sell me an extended warranty which I purchased. It seems they are not so eager to service my vehicle. More

I'm going to write this review and I haven't even picked up my truck. I called to make a service appointment, which was already 3 weeks out. Then because I wanted my transmission looked at, I had to push up my truck. I called to make a service appointment, which was already 3 weeks out. Then because I wanted my transmission looked at, I had to push the appointment out a few more days. No problem. Or at least I thought no problem. I drop off my truck, Mike Treas, ASM says casually, they are backed up in transmission. I asked what that means and he says a few hours delay, maybe overnight but he will give me a call. Surprise, he didn't call. I left a message last night, no return call, it is already 1pm the next day. I called him this afternoon and he said, well they haven't even looked at it and he has no idea when they will get to it. No I'm sorry, but instead he blames it on me by saying, "well you had so many complaints." Excuse me for being concerned. I paid a lot for a truck and have a service plan (as did many others). I told him to have it ready at 6pm...looked at or not. I'm sure the service technicians are great. Too bad they face of Koons Service is so poor. I'm finished with the service bay at Koons. Poor service, poor communication. More

Customer Service is Horrible. Stay clear of Courtney. Her unprofessional and condescending attitude is a primary reason why I will never have my Lincoln serviced here again. Service - I paid $1500 to h Her unprofessional and condescending attitude is a primary reason why I will never have my Lincoln serviced here again. Service - I paid $1500 to have work done on my car. I get it home and find that the problem wasn't fixed. Steering wheel still squeaking and big greasy footprints all over my front floor mats! Wiper problem was fixed and they did a couple of maintenance items but steering wheel problem still exists. More to come I'm sure - I will be calling them back More

Worst customer service on the planet. Had my truck for six years and have had only one good experience. Non-responsive, rude, inconsistent and disappointing. six years and have had only one good experience. Non-responsive, rude, inconsistent and disappointing. More

I was born a Ford guy. My favorite uncle sold fords for almost all of his life and he schooled me early. I just counted and i have owned at least 11 fords in my life (I'm 66). My first was a ford falcon almost all of his life and he schooled me early. I just counted and i have owned at least 11 fords in my life (I'm 66). My first was a ford falcon and my last is a 2017 Ford F150 that is 10 days from going out of it 3 year/36,000 mile warranty. I say my last because Koons Ford just screwed me for the last time. Between ford's poor quality (2019 Consumer Reports ranks them #20 out of auto manufacturers) and Koons crappy service, I'm done. I'll not give them another dollar. I'd advise you not to .... But if you have to buy a ford, buy it and have it serviced at another ford dealer. I can't tell you what i'll buy, but it will not be another ford. More

Horrible customer care in the service department! Had a horrible experience here! My car was overheating a few days after and oil change. I called the service department and was told by the manager Had a horrible experience here! My car was overheating a few days after and oil change. I called the service department and was told by the manager Earl to add radiator fluid and bring it in the morning! Thank God the gentlemen at the autozone advised me how dangerous that advice was! After I was assisted at AutoZone, I did take the car in the next morning just to be treated tersely and told they would not be able to look at my car and I should take it home! While we were having this exchange "the xxxx" broke and radiator fluid was flowing like a river through the bay area. The service lead Shannon insisted that I had to drive my car home!! Even I knew this would result in a blown engine! He wanted to argue that he couldn't look at my car and that I had to take it home! We had to call the service manager (who told me to bring my car in) on the phone for him to approve me leaving the vehicle! What "mechanic" would tell you to take a car that now has antifreeze running from it home? After I calmed down and thought soberly, I determined that I didn't want them "looking at" my car after all. I used my roadside service to tow my car to another dealer where I was treated like a customer and come to find out it was a KNOWN defect with the FORD water pump! I actually loved going there for service and oil changes, the barista is awesome and Morris in sales is great, but the service department treatment resulted in me ending the relationship with this dealership!! I will drive the additional miles to be treated with care and consideration! More

Awful service isn't even close New to the area and needed to have the transmission on my 2015 F250 looked at. Service Center took 3 calls to actually reach the Service Coordinator t New to the area and needed to have the transmission on my 2015 F250 looked at. Service Center took 3 calls to actually reach the Service Coordinator to make an appt. They wanted the truck all day, and couldn't get it in for 2 weeks. Today I dropped the truck off at 9:30 AM as scheduled. I called them at 3:30 as I hadn't heard anything. Service coordinator "A" said he'd check on it and call me right back as he didn't think they had started on it, but assured me they could get it done before close if it wasn't anything major. Service dept. closed at 7 so at 6 I started calling them. Talked to the receptionist 6 different times trying to reach someone in the service dept. after leaving "A" a message he never returned. Finally drove over there at 6:45 and the service person that was still there confirmed it hadn't been touched and had no answer for why no one called me back. He did inform me that for transmission work they generally want the vehicle all day!! It was my first visit to Koons Ford, and also my last, which is really their loss given my wife and I are in the market for 2 new vehicles. However, if their service dept. considers this service, they should all be fired. More

Awful Service I had made an online appointment before Thanksgiving. When I arrived, I was told making an online appointment doesn't work, and they couldn't fit me I had made an online appointment before Thanksgiving. When I arrived, I was told making an online appointment doesn't work, and they couldn't fit me in. I then left a message about getting my car worked on. I didn't get a call back. When I called back, I had an appointment schedule, but no one bothered to let me know. Dropped my car off on a Thursday. As of that Monday, I had not heard anything back and left multiple messages with the "service consultant." Most service consultants treat you like you are bothering them. Had to get a manager on the line to find out my car hadn't even been looked at. Stay far away. More

Abuse from the General Manager I bring my truck to the Ford dealer for a multi point inspection and oil change.Upon completion I'm given a relatively clean bill of health for my veh I bring my truck to the Ford dealer for a multi point inspection and oil change.Upon completion I'm given a relatively clean bill of health for my vehicle.Whithin 70 miles of leaving the dealership, my check engine light began blinking,my engine began to rattle,and seized while on the highway.I then had it towed to the dealer to figure what was wrong but they refused to xxxxx the damage and diagnose a solution.All I got from the Amanda in service was that oil was not getting to my engine according to a technician that supposedly looked at the car on Saturday ,12/29/18.They then returned the truck to me with considerable oil splatter on my under carriage .I spoke with Michael,the general manager and he reiterated that they had done everything correct and my engine locking up was just a coincidence.I told him that was strange considering my truck only had 160k and there was no check engine light on prior to coming in for service and engines just don't stop for no reason and he told me this was a coincidence also.When asked if it was a coincidence that my recent oil changes had been at his establishment even mentioning previous problems he became noticeable upset and began bullying me over the phone raising his voice telling me that I was a problem customer and that he didn't want to serve me anymore and all I asked was that things be assessed properly.He then began saying "I know what your trying to do" repeatedly as if I had ever ask for anything but to professionally xxxxx the situation and be treated as Koons treats the rest of its customers.I feel that Mr Alexandrini's approach was racially discrininorty and the worst display of customer service that I've seen in my life all things considered. More