Koons Ford of Annapolis - Service Center

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

15 years as a repeat customer Jody Henry is a God Send for service. He truly looks out for the customer. He does not tack on add-ons and truly advocates for me with the mechanics Jody Henry is a God Send for service. He truly looks out for the customer. He does not tack on add-ons and truly advocates for me with the mechanics. One word - HONESTY!! More

"14 days for oil change and check 2 indicator lights" Requested WORKS oil package and to check tire pressure warning light and front airbag light which illuminated on an intermittent basis. After an over Requested WORKS oil package and to check tire pressure warning light and front airbag light which illuminated on an intermittent basis. After an overnight I called and was told it would take a few days, I was assigned a loaner, however on the 5th day I was told I would have to incure the expense of the tire pressure sensor. Koons said it was broken when I replaced the tires at 28,000miles, way to low milage ,btw. Each day, I called, not able to work on it. On the 10th day, I was informed that I would have to pay for a second tire sensor which was broken when the new tires were installed. THese sensors are under warrenty. On the 10th day they ordered the parts for the airbag light replacement and it only took 3 days to install and wire it in. On the 14th day I picked up my car and paid my bill including the 330$ for sensors. I have requested reimbursement for the sensors since the time period Koons had my car was extremely long and inappropriate. terrible service reputation More

Terrible service department I made an appointment almost 2 weeks in advance for a minor recall notice and oil change. Drop my car off on Tuesday morning and Wednesday at 4:30 my I made an appointment almost 2 weeks in advance for a minor recall notice and oil change. Drop my car off on Tuesday morning and Wednesday at 4:30 my truck hasn’t even been back to service yet. They told me I wasn’t allowed to have a loaner for this service (truck only 1 year old) and with. 3 kids its a little tough to get everyone around. VERY disappointed!!!! This is only my 2nd time here and needless to say I will find service elsewhere. More

Body Shop Repair The body shop do an awesome job. The Manager Mr. Ferko, was very friendly and efficient. Helped me with an insurance claim and made it less confusin The body shop do an awesome job. The Manager Mr. Ferko, was very friendly and efficient. Helped me with an insurance claim and made it less confusing. More

After Hours Service Support A big THANK YOU to Alexis, the after hours telephone receptionist. My 19 year old son was on his way to pick up his car which was ready from servicin A big THANK YOU to Alexis, the after hours telephone receptionist. My 19 year old son was on his way to pick up his car which was ready from servicing. It was however after 7 PM, the service department was closed. Alexis took the effort to find my son's paperwork, closed out his account and made arrangements to get his car from where service places cars to be stored overnight. Alexis did right by my son so that he did not have to come back the next day from the Eastern Shore. As a parent, this meant a lot to me and I say Alexis represented Koons Ford in an exemplary manner. Thank you Alexis!! More

Bad time Bad service. Over priced. Poor quality. Unreliable. Don't stand by their product. Unfriendly and unhelpful staff. Declining vehicle quality. Not happy Bad service. Over priced. Poor quality. Unreliable. Don't stand by their product. Unfriendly and unhelpful staff. Declining vehicle quality. Not happy with ford in general. More

Horrible customer service I took my car in for a recall service appointment and received no word on the service for at least 30 hours. It was promised to be done that day or th I took my car in for a recall service appointment and received no word on the service for at least 30 hours. It was promised to be done that day or the morning of the next day, and someone would call to let us know it was done. We called to check up on the vehicle and were given the run around, then put on hold for an incredibly long time, and then when I asked "what the xxxx is going on over there?" this incredibly rude girl said "I don't talk with customers who use profanity." and hung up on me. Her name is Brittany Parthemore, and she needs an attitude adjustment. Needless to say, I will NEVER do business with this dealership again since this is how they treat customers. It truly is shocking considering we have given them a lot of business, I bought my car from them, should have seen that in the folder. Save yourself a headache and stress, don't bother using this dealership for service of for purchasing. More

Bad day for ford -Left the truck there Tuesday night. Today is Thursday no word about truck. Left messages, no return call. Stop by after work, Bob clueless, running a -Left the truck there Tuesday night. Today is Thursday no word about truck. Left messages, no return call. Stop by after work, Bob clueless, running around can't find my truck or the paperwork. Half hour later says he will call me in an hour. Calls in hour to tell me rotors are warped and ac compressor needs to be replaced. Rotors are brand new. Got my truck out of there as fast as possible. Will never go there again. More

Long Wait, Poor Communication...No Work Done We made an appointment to bring in our Ford Focus in to have our air conditioning fixed. This is a long saga so I'm going to summarize it as best as p We made an appointment to bring in our Ford Focus in to have our air conditioning fixed. This is a long saga so I'm going to summarize it as best as possible... We had to wait 3 weeks before we could get an appointment. We dropped our car off on Friday, had no updates from the service center all weekend so we called and left multiple messages on Monday - no reply. Tuesday we did the same and got in touch with a manager. They basically told us they had no idea where our car was (did they lose it??) and that they'd figure out what happened. Turns out they didn't realize our car was there and needed to be worked on. They told us they'd fast track it and give us an update. By Tuesday night, we had no updates so we stopped by the service center to speak to someone in person. We had the "pleasure" of speaking with a service attendant who walked up to us and tried to hand us keys to a replacement car for us to use for the night. He then proceeded to explain what had happened (we already know all of this) and was extremely defensive, basically telling us how he wasn't at fault. He said he never got any messages from us and that they hadn't started working on our car yet. When we tried to speak and express our frustration, he cut us off to further defend himself. Bottom line, offering us a replacement car to try and shut us up is not a solution. A solution would be to fix the car when you got it on Friday...not push it off for 5 days. A solution would be to listen to your customer's frustrations and admit that you messed up. A solution would be to communicate. Period. We took our car that night to a different service center - Admiral Tire on Forest Dr. They were fantastic. They listened to our problem, set expectations for the work to be done and gave us a timeline, and they even apologized for how we were treated at Ford. Something our service tech from Ford could not do. More