Koons Falls Church Ford

At the start of our purchase I would have given Koons a good review, but then came the BIG problems with our used car purchase. We have had nothing but problems from the dealership. They screen calls and good review, but then came the BIG problems with our used car purchase. We have had nothing but problems from the dealership. They screen calls and avoid answering questions when they had our car for service. They were dishonest with us numerous times. Out of the first 30 days of owning the car we were actually able to drive it for 4 days. While they repaired the problem they kept stalling on delivering it back to us as we traveled 4 hours to purchase the car. They promised to clear coat the car and did not do it and promised to replace a missing part and did not do that either. The used cars sales manager is terrible Ghani. Stay away from this dealership. More

great dealer to deal with and excellent service and buy a new car. try them new car. try them More

Service department was great, professional, kept up yo date on everything and services completed on-time. date on everything and services completed on-time. More

Excellent service. Representative was very patient and explained everything to me. As an 82 year-old this was very important to me. I have always driven for and expect Representative was very patient and explained everything to me. As an 82 year-old this was very important to me. I have always driven for and expect the best from Ford Motor Company. Koons Ford has served me well. More

UPDATE: I still do not have my car back after 2 and a half weeks. After Gail from customer service called me and promised to get back to me, she also started ignoring my voicemails and email. I have had half weeks. After Gail from customer service called me and promised to get back to me, she also started ignoring my voicemails and email. I have had to go twice in person to the dealership only to be told the car would be done on friday, then again it would be done today and of course I have no call and nobody picking up the phone. Stay away from this dealership unless you want to waste weeks of your time and be without a car for weeks with no loaner car, while you still make payments for the car you don’t even have!!!! Absolutely unbelievable **** Would recommend everyone to STAY AWAY from this dealership. Maybe if the car you buy doesn’t have any issues you’ll be ok. I bought a car a month ago and there was no alignment done and also lane departure feature was not working. I tried contacting Deybi who sold me the car, he hasn’t answered any calls and then finally started answering my texts only to ignore those as well. After trying to get in touch with anyone else who could help me I have only been sent to multiple voicemails with no call back. Finally I had to drive there to get any help, and spoke to the sales manager Ghani and was told to leave the car and it would be done in a few days. Now it’s been a week and I keep calling and emailing and being ignored again and nobody seems to know where my car is, I keep being transferred to voicemails or if I actually manage to speak to someone they say they will talk to the manager and he will call me back, which never happens. Their customer service is ridiculous, so good luck trying to contact them if you have any issues. More

I had a good experience with needed repairs from making the reservation through paying the bill. They were courteous and listened carefully to my description of the problem. the reservation through paying the bill. They were courteous and listened carefully to my description of the problem. More

Zach was always easy going and very open & transparent. He always addressed my concerns and did his best to resolve any concerns He always addressed my concerns and did his best to resolve any concerns More

Phuc - Service advisor was not very good at communicating. After denying a recommended service, he still completed it. I understood he could not undo, so I paid discounted price. Lastly, they l communicating. After denying a recommended service, he still completed it. I understood he could not undo, so I paid discounted price. Lastly, they lied about rotating my tires. It was never done. Now I wonder what else they’re lying about. Frustrating experience to say the least. More

Koons fall church ford give me excellent service and their service advisor Phuc is extra ordinary guy. Give me a lot of good suggestions. Help me a lot. their service advisor Phuc is extra ordinary guy. Give me a lot of good suggestions. Help me a lot. More

Update - 8 Sept 24. I have to drop my rating to 1 star. I tried to hold off but havent from the manager. When I purchased the car (Used Mazda, which I thought was in gre I have to drop my rating to 1 star. I tried to hold off but havent from the manager. When I purchased the car (Used Mazda, which I thought was in great shape), there were deep scratches on the door and hood of the car. I was told that they would make sure that those would get taken care of, but I’m still fighting for it. I did buy the extended service warranty, additional maintenance plan, all of that. A few days after I purchased the car, it was raining while I was driving, and the sunroof was leaking. I was told that it would be taken care of, just bring it back. I brought it back to get the scratches buffed out, my service light was on so for the maintenance, and to get my sunroof looked at. For the scratches, the garage said there’s nothing that they can do with that. They said you shouldn’t have bought the car in that state. The service light being on, they told me since I just bought the car, all the service has been done for fluids and filters. This car being a Mazda and they being a Ford dealership, they said their techs didn’t know how to reset the light since they are not Mazda experts. I said why would you all sell maintenance plans for cars that you don’t know how to maintain? They said you need to talk to Sales about that. More on this later. I brought up the sunroof issue and that I was told to come back so you all can fix it. They said why would we fix it? We’re not Mazda experts. We don’t know how to fix that. We would have to have an expert come in and take a look at that. I had made an appointment by the way and my appointment was based on the sunroof and maintenance service. I don’t live close by so that’s why I made the appointment so I wouldn’t waste anyone’s time. He said well why would you come to a Ford shop to fix your Mazda? We don’t know how to fix those cars, so why come here? So I was duped to pay for a maintenance plan that the dealership said they can’t honor since they don’t know how to perform maintenance on a Mazda. For the service plan, they did tell me that I can go anywhere and doesn’t have to be there to get things fixed. That, I wasn’t aware of. He even went out of his way to say that I should go to a Mazda dealership to get that fixed since they can’t help me. Everything that I brought up, he said “sorry I can’t help you. Blame sales for that. We don’t operate on non Ford vehicles.” I asked to speak to the manager and he said that they’re not available. I went to Sales and same thing. Not available. I was told that for the scratches, Sales would take care of that. That’s on me for not knowing that Sales would take care of scratches. I had to leave. I was upset. Especially taking the day off to drive up 90 mins to get here. So 3-4 hours of driving and dealing with this to be told that they couldn’t help. I made an appointment to my local Mazda dealership and told them what happened about the service light and the sunroof. Part of this dealership, they do a video recording of the hood, fluids, filters, tires, wheels, brakes, and underneath the car so I can see everything. The cabin and engine filters were FILTHY. Covered in dirt, leaves, and just black. They said these filters haven’t been changed in a long time. The wiper blades were already worn out and past due for being replaced. This was after Koons said they did all of the service prior to the car being sold. They looked at the sunroof and said the part of it was actually bent. So it was misaligned and looks like something dropped on it. They said that if Koons did their routine inspection on preparing the car to be sold, this would have been identified. If they weren’t going to fix it, this should have been disclosed during purchase. They said that this needs to be fixed by a body shop. I provided all of this information and videos back to Koons and still waiting on the manager to get back to me! More