Koons Ford of Annapolis

how my service was handled Kayla Armstrong was my sales person she was great from the start my husband is on oxygen and couldn't walk very far she took the time to explain all t Kayla Armstrong was my sales person she was great from the start my husband is on oxygen and couldn't walk very far she took the time to explain all the details to him ,when we decided to purchase Kayla also helped with sending photos to us so my husband could see the vehicle,after we purchased noticed a few dings ,so called back and all was handled Kayla got me a loaner so i could run down quickly and exchange vehicles and everything was taken care of on same day all i can say is my experience was terrific loved the sales person Kayla very down to earth and friendly. 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

Worst Dealership Ever I brought my car in for a simple fix. My bill was double what it should have been because of add on services that I did not ask for. I was told that m I brought my car in for a simple fix. My bill was double what it should have been because of add on services that I did not ask for. I was told that my original representative would have to talk to me about my bill. 3 weeks, many phone calls and emails later, this has not been resolved. I wouldn't even give it one star, but that is the lowest rating possible. More

The worst They are the only Ford dealership in town and it shows. Their service department sucks. IF they actually pick up the phone, and IF they feel like wo They are the only Ford dealership in town and it shows. Their service department sucks. IF they actually pick up the phone, and IF they feel like working on your car (good luck if it's recall work because they don't make any money off that and don't want to do it), and IF you actually get your car into the shop, be sure to triple check any repairs or work they do to ensure it was actually completed. Typical dealership - Once they complete the sale, they are done with you. More

STAY AWAY FROM THEM If I could give zero stars I would. WHEN I CAME TO PICK UP THE CAR, THEY GOT IT INTO AN ACCIDENT. THEY HAVE CREATED MORE PROBLEMS FOR ME THAN I CAN CO If I could give zero stars I would. WHEN I CAME TO PICK UP THE CAR, THEY GOT IT INTO AN ACCIDENT. THEY HAVE CREATED MORE PROBLEMS FOR ME THAN I CAN COUNT. The GENERAL MANAGER MIKE IS A BULLY. The service department is none existent. Stay far far away from this dealership, they are deceptive. Also pay attention to everyone else's claims from reviewers who gave this place only 1 star, we all can't be wrong! THEY DEFINITELY HAVE TO BE PAYING PEOPLE TO GIVE THEM A 4 STAR REVIEW. they are padding the stats! The service department should be investigated, the car goes in for one thing, and comes out with a new problem. IGNORE THEIR FACEBOOK REVIEWS THAT ARE BEING PADDED. More

TOP NOTCH SERVICE DEPT On my long drive in from CT (with two teens, but hubby stayed at home) I lost a tail light/turn signal bulb. I drove into the service department a wr On my long drive in from CT (with two teens, but hubby stayed at home) I lost a tail light/turn signal bulb. I drove into the service department a wreck, with no appointment. Within 10 minutes I was on my way out with a new lamp, INSTALLED, and they wouldn't charge me - not even for the part. I wish I could write them 100 great reviews. They saved the balance of my trip!! More

See yanni & Dre Stopped by on a Tuesday afternoon not expecting to buy, but wanted to see a used car they had. Met YANNI #awesome great dude took us for a test drive Stopped by on a Tuesday afternoon not expecting to buy, but wanted to see a used car they had. Met YANNI #awesome great dude took us for a test drive and helped us with the sale. There was no BS just efficient friendly service. Went to Dre for finance and he beat the terms i had from usaa.loved my experience. More

Friendly Staff - 100% Incompetent Service Department My experience with Koons Ford was horrendous. Before reading my experience, know that I am a manager in the restaurant industry where things often don My experience with Koons Ford was horrendous. Before reading my experience, know that I am a manager in the restaurant industry where things often don't go according to plan, yet the way in which you handle these situations can make the difference between a pleased customer and a customer who no longer wants to support the brand... I own a 2012 Ford Focus. There was a recall on part of the clutch assembly that was causing my vehicle to shutter. I called the service department and spoke with Mike on Monday, December 21st who said to bring it in and they would look at it. When I brought the car in on Wednesday, December 23rd they said they couldn't look at it until the following Monday and they couldn't offer a loaner car. They advised me to bring it back Monday morning. On Sunday night I dropped my vehicle off at the overnight drop. I didn't hear from them by Thursday, so I called. Mike informed me they were backed up from the holiday and short staffed, and that my vehicle would be done late Saturday afternoon or Monday morning at the very latest. I was fine with that response, I get it when things go wrong. No problem Mike. No call Saturday, no call Monday. Tuesday afternoon comes...............not a peep from anyone. I proceeded to call the service department 12 times, left 3 voicemails for Mike. My girlfriend continues to call the service department, is finally transferred to the body shop manager who has to walk to the service department to tell Mike to call me back. Get ready for the good part...... On Tuesday at 4:45 pm Mike tells me that there was a death with one of the family members of the staff that works on transmissions (this is unfortunate and I feel for him) and that my car will not be done until Thursday. The work should have been done by Thursday, December 31st. MY CAR SAT ON THE LOT FOR 8 DAYS WITHOUT BEING TOUCHED!!!!!!!!! I didn't get a call saying oops, I didn't get an apology, I didn't get offered a loaner car, I didn't even get an attempt from any staff member there. I had to call for half of a day to get a response from them. Here is the kicker: Everything was supposed to be covered under warranty. When they were fixing my car, the broke my starter in the process and had to fix that also. Then when I pick my car up, there is a bill for $100 for something not covered under warranty. I have had my car back for 4 days now, and it won't start. So I have to have it towed back to Koons to have it fixed AGAIN. This place is a total joke. I suggest not even bothering with them. Go out of your way to go to another Ford Dealership. More

Service Professional I came in for an oil change and because of a knocking under the hood of my Explorer. I was immediately greeted by a Service person Jeffrey Carter. Onc I came in for an oil change and because of a knocking under the hood of my Explorer. I was immediately greeted by a Service person Jeffrey Carter. Once he found out the problem, he came and explained it to me with clarity and no double talk. He even followed up with me a week later to make sure I was still satisfied. I don't want to deal with anyone else but him in the future. More

Terrible service My 2013 fiesta still under warranty had to be services for a recallThey said it would be ready in a week ended up being 2 1/2 wks no receipt when I p My 2013 fiesta still under warranty had to be services for a recallThey said it would be ready in a week ended up being 2 1/2 wks no receipt when I picked up the car and some of the work not done. Had to come back in 3 weeks for additional repairs said they would be done in 2 days a week later I am begging for the car back and again no receipt. More