Koons Sterling Ford

Complaint Against Koons Ford Dealership: I am submitting this complaint to the Better Business Bureau regarding my deeply unsatisfactory experience with Koons Ford Dealership, located in Sterling submitting this complaint to the Better Business Bureau regarding my deeply unsatisfactory experience with Koons Ford Dealership, located in Sterling, VA. The chronology of events surrounding my vehicle purchase from this dealership has resulted in a significant negative impact on my financial and personal well-being. Event Summary: Vehicle Purchase: On June 26, 2023, I purchased a used 2022 F350 from Koons Ford Dealership. At this point, the transaction seemed routine. Vehicle Delivery: The vehicle was delivered to me on July 2, 2023, with the expectation that it was in good working condition. Vehicle Breakdown: A mere 19 days later, on July 21, 2023, my recently purchased vehicle inexplicably refused to start. Diagnostic Evaluation: I promptly had the vehicle towed to Bell Ford, where diagnostic assessments revealed DEF (Diesel Exhaust Fluid) contamination in the fuel, a perplexing issue considering the short ownership duration and the fact that both DEF and fuel tanks were supplied full by Sterling Ford during delivery. Seeking a Second Opinion: To corroborate these findings, I arranged for the vehicle to be assessed by Chapman Ford. Their mechanics confirmed the DEF contamination but further uncovered that this contamination had infiltrated deep within the fuel system components, rather than being limited to the fuel itself. Communication with Koons Ford: In my effort to address this issue, I attempted to engage Koons Ford Dealership. General Manager Tre Hillerich was uncooperative, refusing to accept any responsibility for the vehicle's defects. My queries regarding their pre-sale vehicle inspection processes were deflected. Unfulfilled Promises: Despite assurances that he would initiate dialogue between his mechanic team and Chapman Ford to better understand the issue, Tre Hillerich failed to follow through. Multiple attempts to contact him and obtain resolution proved fruitless. Negative Customer Result: The ramifications of these events are substantial: Financial Loss: I am incurring daily financial losses due to the unavailability of my vehicle. Since taking possession of the vehicle on June 26, it has spent more time out of my possession than in it. Inconvenience: The continuous vehicle breakdowns and lack of resolution have resulted in significant personal inconvenience and disruption to my daily life. Failure to Address the Issue: Koons Ford's refusal to acknowledge responsibility and their failure to engage in a meaningful resolution process have left me with a sense of frustration and helplessness. This complaint is submitted with the hope of drawing attention to the unsatisfactory customer service and failure to address a significant issue on the part of Koons Ford Dealership. I kindly request your assistance in mediating this matter and finding a fair and equitable solution. Sincerely, Robert Sobarzo More

I have a gold certified F150 with a back up camera issue. Koons was not able to resolve the issue. Very disappointing as this is the second time I have brought the truck in for the same issue. Koons was not able to resolve the issue. Very disappointing as this is the second time I have brought the truck in for the same issue. More

Their sales team is good and service is excellent. Finance needs to learn how to work with people that have a brain. I went in to look at a used CR-V which they'd listed on their site at a very g Finance needs to learn how to work with people that have a brain. I went in to look at a used CR-V which they'd listed on their site at a very good price. Their internet sales manager responded right away that the car was available and we scheduled a time for me to stop by. The car *looked* great. However, the A/C did not work at all. I was surprised this was not discovered and fixed as part of a pre-sale inspection. They promised to fix the A/C if I bought the car. I asked about a discount and was told they have no-haggle pricing "like Carmax". Unlike Carmax, however, they don't offer any return period nor is their warranty as long. Since the car was exactly what I was looking for and a great price, I decided to take my chances. I told the finance manager, Samir, that this was a replacement for a car which had been totaled and I'd have an insurance check within a few days. Despite that, he insisted we use their financing and we should "pay it off" when the first statement arrived. Thier rates were 2x what my bank was offering. I should have insisted on using my bank, but it was getting late in the day and I just wanted to move forward. The A/C was fixed as promised. By the time I picked up the car, my insurance check had arrived. I asked again about paying with a check and the finance manager said we couldn't do that. As I was already on the fence about the car due to the A/C problem, I brought it to a nearby Honda dealer for a more complete inspection. The inspection revealed that Koon's service is excellent. They'd replaced the brakes, fluid, and fixed the A/C correctly. There were no issues to worry about with the car. Two days later, after getting no response from Samir, I stopped by the dealership and dropped off a check to cover the amount to be financed. Their sales manager accepted it with no issue, noting there was no reason I should have had to use their captive finance. Given their duplicity, I would recommend anyone to keep your wits about you and your cash in your pocket. More

Absolute worst experience I've ever had with. The dealership brought my truck in for a simple oil change. They told me it would be one and a 1/2 to 2 hours. 3 and a 1/2 hours later. I went up the The dealership brought my truck in for a simple oil change. They told me it would be one and a 1/2 to 2 hours. 3 and a 1/2 hours later. I went up there after seven phone calls remained unanswered and they had not even started More

I will start with the positives first, both gentleman in the financing department were extremely easy to talk to, respectful & knew what they were talking about. Now for the cons, Initially, both my hus the financing department were extremely easy to talk to, respectful & knew what they were talking about. Now for the cons, Initially, both my husband and I were looking in the lot however 2 separate employees came out to greet “us” but passed right by me first to go talk to my husband. It’s 2023. Why are we still not assuming women know what they are talking about or have any say? Very irritating. Once we found a vehicle the sales person helping us was friendly however he stated very blatant lies and was shocked I was the one asking questions and doing the negotiating. We stayed several times we did not want the extra protection coat that they offer yet it was still put on. That’s fine as far as their error going in our favor but they kept pressuring us to purchase it because they had already put it on, when we clearly stated several times - no. Our trade in value at other dealerships and from my intense research should have been around 11,000 however they only offered 8,500. I was the told it would be sent to auction which I told him was a lie and not true. Sure enough two days later I checked the website and it was listed on their website for 15,000. Again clearly thinking I’m dumb, when clearly I was correct. Then once purchased, later that week we already had major mass flow sensor issues and it stalled out several times…. we had to have that fixed. All in all, wouldn’t go back and I am advising friends who have been interested in going, to stay far away! More

Brian Caras and his service crew at Koons Sterling Ford did a great job on my 2020 Ford Fusion Hybrid. The crew replaced my battery and followed with an AC cabin service and brake service. Great job and se did a great job on my 2020 Ford Fusion Hybrid. The crew replaced my battery and followed with an AC cabin service and brake service. Great job and service from the team to include the valets. More

Best dealership ever. Always clean, always welcoming, personnel is professional and courteous, very helpful and knowledgeable Always clean, always welcoming, personnel is professional and courteous, very helpful and knowledgeable More

40k markups on new cars and a service department that takes a week to even look at your vehicle. When they finally look at your vehicle they cant "replicate the issue" you did not even bring it in for. I takes a week to even look at your vehicle. When they finally look at your vehicle they cant "replicate the issue" you did not even bring it in for. Incompetence. Avoid at all costs. More

Hamza was very friendly he wasn’t pushy and he dealt with my crazy wishes my crazy wishes More

Koons Ford provided excellent service in repairing my driver's window and my AC on my Lincoln Town Car. Both repairs required extra time, but they were very efficient in completing the repairs. They left driver's window and my AC on my Lincoln Town Car. Both repairs required extra time, but they were very efficient in completing the repairs. They left the car clean and it runs beautifully. More