Jeremy was an amazing . He was so patience & very nice to work with. Ask for Jeremy .

My experience at Koons Ford Baltimore was top notch especially my salesperson, Michelle McBride! I went into the dealership to purchase a specific vehicle. She called me and told me that she found my dream Lexus. I went in. I met with the most professional and delightful person to work with that I have ever worked with and I have been to many dealerships over the past 35 years and she is the best! Her customer service skills are excellent. I plan on keeping in touch with her because she is such a darling and pleasant to work with! read more

Had an appointment Friday 7-10-2026 at 9:20 am. I arrived with my 2024 Tremor around 9:25 someone took my keys checked it in and sent me to Lilly Wondimagegn desk. Lilly was not at the desk, so I waited about 10 minutes no one came or spoke to me, so I had to leave it's a workday. I assumed since I scheduled the work on Thursday with detailed instructions I would receive a call from this Lilly person. By 12 pm I stated to call Lilly's direct extension. I made about 5 calls and left one or two messages. Nothing no call no answer nothing. So, Saturday am I called the general number for serves and was told my truck was not there and that I missed the appointment. Fortunately, my truck was found but there was little to no accountability taken. At this point I called and asked for the highest-ranking sale tea member filed a complaint and the Sales team member said do you want something or are you just calling to complain and why would you hold our sales team accountable for the serves department. For lack of a better word, I was shocked at the lack of giving a @#$%. I have spent over 200k in work trucks From Koons Baltimore the last 3-4 years and over 300k since 2018. I will need another work truck in 2026 Koons will not get getting my sale. Customer serves seems to be a thing of the past in Baltimore. If I could give 0 stars I would. Have a blessed day. read more

I found my experience with this location to be interesting, I tried to determine if the salty and sometimes acerbic conversations between customers and staff was familiar banter or actual conflict. Now that my service is complete, I believe I witnessed actual historic conflict playing out. The reason for this realization was my technician Tina was emphatic and telling me that my extended service warranty was expired, even though I showed her the current contract. Since I was not willing to argue, I took her for her word, which included demonstrative pointing at her computer while declaring the computer says it's expired. Just like DMV you don't argue with the person pointing at their computer. And I'm an instant Tina suggested that I contact Ford and make the correction. I contacted my extended warranty coverage, which was purchased through Ford and was told that the technician Tina was absolutely wrong and dealers are supposed to call and confirm prior to performing service. I tried calling Koons and Tina, to determine who I needed to contact within Ford however, after three voicemails and multiple calls, no one and especially DMV-Tina with the bad information has endeavor to return my call to assist me with making the correction that DMV-Tina said was necessary. So in short, the acerbic attitude that customers were displaying was actually more of a defensive posture, apparently based on prior experiences with this dealership. I don't know that Ford cares or if dealers actually care about customer loyalty. Perhaps the difference is based on the amount of money spent or a corporate contract with a dealer however as a customer looking for a new dealership my satisfaction was not important to this dealership and certainly not important to the service technician. As for the service I would give that a 50-50. I bought my vehicle in for an oil change and a battery check. Of the two items I left with the oil life indicator at 50%, and unfortunately a check engine light illuminated. Initially Tina was dismissive about the check engine light and had the mechanic take a look. The problem was a simple oversight that the experienced mechanic corrected rapidly and apologetically. The mechanic was the best part of the visit and if the customer service was better, the review might have been better, but I still have my doubts based on this initial experience. read more

I am upgrading my Initial rating from a 2 to a 3. We bought a car in December and it was an excellent experience. The sales rep who helped us was great and easy to work with - knowledgeable and helpful, but not pushy. We love the Subaru Forrester we bought and the price. BUT THEN, we had 3 months of issues getting our plates, including multiple calls initiated by us, temp plates expiring, and lack of follow thru on things they said they would do. Eventually, after I called him out on not doing what he said he would do, the Service Manager jumped thru hoops to get us new temp plates, to get us our perm plates...and we just received an unrequested refund for the tag and title fee we had paid. Though I would have preferred not going thru the headaches, kudos to Koons for ultimately making good. read more

This place is a mess. Financed with my credit union. They neglected to file the lien properly. Now no response and credit union threatening to change rate to the personal loan rate. Will need to take legal action since they can't be bothered to respond. Do yourself a favor and avoid this dealership. read more

The communication is unprofessional. I had my car towed there a few days ago and at first they "lost the key" and they had to find it. I was told that I would receive calls back regarding my vehicle and I never got them. I called the service like 10 times with no answer. I will definitely be going to a different dealership next time. read more

I wish I had seen all of these reviews before ever stepping foot into this "business". I sold my Toyota RAV4 to Koons Ford in Baltimore 20 days ago and still have not received my payment, despite repeated assurances that everything would be completed by 1/19. Koons Ford has had my vehicle in their possession this entire time, yet the transaction remains incomplete. The sales representative, Javier, assured me that the sale, title transfer, and payment would be finalized "by next week" and no later than 1/19. This turned out to be untrue. On 1/12/26, four days after I completed the sale, I was contacted by the sales manager, Jesse, who told me Javier failed to have me complete the correct paperwork and that it needed to be redone. Koons Ford already had my vehicle, so they came to me. The paperwork I completed was the same paperwork I had already filled out days earlier. Even then, Javier told me I should have my check within a couple of days. I followed up with Javier daily. He repeatedly said he would "check with accounting" but provided no meaningful updates. On 1/15/26, Javier instructed me to request a lien release from my bank, claiming that once it was provided, the check would be released. When I contacted my bank immediately, I learned Koons Ford had not yet paid off my loan, so a lien release was not possible. Later that same day (Thursday, 1/15/26), Koons Ford told me they were unable to pay my bank electronically and would need to send a paper check. Despite having had my car for a full week, the payoff check still had not been sent. I spoke with a woman in accounting who initially said she "remembered sending the check out yesterday," then realized it was still sitting in front of her and had not been mailed. She promised to send it that afternoon. I requested a tracking number, and Jesse said he would provide it. 1/15 passed with no tracking number. I finally received an email from Jesse on Friday evening at 5:00 PM with a tracking number, but the check still had not shipped. It did not actually ship until 1/20/26, which was after the 1/19 date I was assured I would be paid by. On 1/21, I emailed Jesse confirming the check had been delivered to my bank. I contacted my bank the same day and requested they expedite the payoff, which they did. That evening at 7:00 PM EST, Jesse replied that he would "get an update first thing tomorrow morning from Accounting." No update came. When I followed up midday, he said he didn't have one and would let me know when he did. On 1/26/26, I received confirmation from the MVA that the lien had been released--exactly what Jesse said he was waiting on to issue my check. I emailed him at 6:45 AM EST that morning to notify him and ask if there was anything else needed to issue payment. I received no response. As of now, Koons Ford has had my vehicle for 19 days, and I still have not received my payment, despite repeated assurances that everything would be completed by 1/19. This experience has been disorganized, stressful, and unprofessional. I strongly caution anyone considering selling a vehicle to Koons Ford. read more

Koons Baltimore Review: Robert Young In the beginning of June, I had a service appointment scheduled at Koons Baltimore. A car salesman named Robert Young contacted me about purchasing a car. It came off as very concerning and friendly. Before we go to look at cars, I give him my keys because I have a service appointment at 9. He said, well, I can take that for you. I'm here to diagnose the issue with my car but also to explore my other options. I arrive at nine because that is my scheduled appointment time. I go in, use the restroom, and come back out. My car is gone, and I assume Mr. Young took it to the Service dock for a diagnostic. So, we are looking at cars, and I test drive them, but which one I settle on, I can't remember. By this time, we are at the paperwork. I know a great deal about him, including why he doesn't have internet, why he isn't in a relationship, the type of people he meets on average, his job as a car salesman, and the ages of his kids. He's telling me that I have to put $5,000. He says, "You don't have a card to swipe?" I reminded him that I said no money down. I say I'm going to get my car. I left and went to the Service dock, and I found that Mr. Young hadn't taken my car to my service appointment. I return to the Sales department, back to Mr. Young, and ask where my car is. He's surprised that I even went down the hill to check on my vehicle. Then, he goes on to express other options to "help" me with my situation. "If you are having transmission slips, then it won't last that long." I'm mad as shit, but I'm trying to stay calm. He goes on to say, "Hey, you can call your lender and say you surrender your car and tell them you can't pay for the car." In my mind, I'm thinking, 'This guy will do anything to get a sale.' He will encourage a person to go further into debt, even if it is an option, to get a sale. I told him to give me my keys. When he took me to get my car, It was on the side of the building after he told me he was taking it to my service appointment. I was livid and helpless. He says, "Let me just say, as a man, let me apologize, and I'll buy you lunch when you come back for your next appointment." I wish I would eat anything at the hands of that snake. Mr. Young didn't stop there; he knew when I scheduled my next appointment. He called me on that day. "Did anything get worse?" This guy is an asshole. It's no wonder he has had two failed marriages. The way he mishandled me was very shady and unprofessional. I can confirm that I received the diagnostic report, and the cost to repair the damage to my car is $10,000. I went to Carmax, and I got a car with no money down. I am the proud owner of the 2023 Volkswagon Tijuan. Thanks, Carmax. Koons Baltimore, Robert Young, no thank you, your behavior is unacceptable. On the other hand, the Service department had me in and out in two days with my Diagnostic. Everyone over there was very professional and pleasant. Thank you for being informative. read more

I have bought many vehicles in the past five decades. I have never made a claim against a dealer in all those years. But my wife and myself bought a Ford Maverick pickup truck from Koons Ford onJuy 3, 20025. The truck has been delight. No problems. We wish we could say the same for the dealer. In spite of politeness and apparent helpfulness,we ultimately suffered the run around from Koons personel. Joint title was a major point for us. My wife made the point by insisting that she sign the purchase agreement first as co-owner. Throughout the deal we reiterated that joint title was essential. The salesman constantly reassured us that this was no problem. We were greatly dismayed, then, when we found upon receiving the title a couple of weeks afterwards that it listed only myself as owner, not my wife as co-owner even though Koons gladly accepted a personal check on my wife's account for the full price of the vehicle. Three trips to the MVA and $215 more than already paid to Koons for a corrected title straighten it out. That was not the only snag, and not the least, though We had begun our ordeal on July 3, the day before Independence Day. At the end of the negotiation, the salesman, agent for Ford and Koons, mentioned that for July 4th weekend Ford had a bonus of $400 for veterans , of which I am one. Pleased with that gratuitious offfer and recognition of veterans' service, I said I would pursue it. We returned to Koons on July 4 morning to finish the deal, as we were trading in my wife's car and had to bring it in. At that time the agent told us that Koons had raised the bonus from $500 to $1,000 in honor of the 4th. Pleased again at the recognition, I said I would apply for the bonus, bringing in a required DD 24 discharge docment and underging a lengthy, qualification procss through IDme. After a couple of weeks, Koons' sales manageer e-mailed to say the application was approved and included the bonus number. We waited and waited for the check. At length I called the Koons sales manager to ask about the check. He told me in a phone conversation that the check had arrived and had either gone out to us already or, if not, would go out that week in any event. We waited and waited some more. It never came. Since then we had numerous dealings with both Koons and with Ford Motors , who told us that they could not help, as Koons was a franchise and that I should take it up with the general manager at Koons. Reluctantly, we did. Same result, nada, no response, save for an offer to settle for the $500 initially offered by Koons Ford, which we turned down as unbefitting a reputable company in standing by commitments made by itrs agents, rathen the importance of the amount. The money amount is inconsequential. The issue is insisting on respect from dealers for buyers, veterans, all customers, through the word of Koons and its agents. All should be held to the same standard of fair dealing, or, need I say, honesty. So think twice, or, in the case of Koons, thrice or more before engaging in dealings with this dealer. 'Nuff said. Disappointed veteran read more

A lot Communication was not good. The sales person was new and did well. However it to several hours to complete purchase and several weeks to get things fixed. read more

Never dealt with a more unprofessional dealer. Interested in a vehicle, looked at on Sunday while they were closed and went to the dealer Monday to test drive. Called the dealer ahead to ensure vehicle was available and told it was. Arrived to be told there was issues with the state "inspection" that did not even match the vehicle we had already looked at; unbeknownst to them! To be given the run around and told additional issues that weren't true with the vehicle, all because they had a "cash offer out of state" that would not require meeting Maryland State Inspection. To be lied to and not given the chance to buy the vehicle as it was not sold, is completely unprofessional. I would not trust this dealership or anything they say, as we later confirmed all information given to us onsite was not true with Sales Manager. read more

Purchased a vehicle 11/1. Wrote about that in another review about all of the other issues BUT it has been 53 days since we purchased the vehicle and our vehicle registration is incorrect. The dealer and the notary are refusing to correct it and now the dealer has gone no-contact and will not respond to emails or phone calls regarding correcting our registration. Be wary before you do business with this company. Their motto is "we strive for 5s" and if you don't give them one they won't talk to you again! read more

I've bought 3 vehicles from there, and the first 2 times were great. This 3rd time, not so much. We traded in our 2016 F-250 for a dually 2017 F-350. First, during the negotiations, they tried to say they couldn't sell our trade in truck as is, as it was lifted. We bought the truck from them lifted, so it wouldn't make sense that they can't sell the same vehicle they sold us. We were able to make a deal to get the dually, but it has been nothing short of a headache. First, when we went to pick up the truck after the inspection, we found that they somehow missed the fact that the parking brake did not work. This is a state inspection item, so it is shocking that they missed it. While they had it for the inspection, they were supposed to repair the sun roof as it was not closing correctly. They said they repaired it, but it still did not work right. We purchased the extended warranty protection as well as the 3 for 1 protection on the tires wheels and paintless dents. We have been fighting with them constantly for over 6 months to replace the axle and spindles under warranty, and came to found out that when we originally submitted the claim 6 months ago that they claimed Ford denied, they never actually submitted as the warranty company has no records of it. They are still trying to avoid fixing this under warranty, and have been extremely unhelpful and didn't look at the paperwork stating why we were there, and looked at other items instead. Our truck has been there for a week and they had stated when we made the appointment that they could inspect it and have it back by the end of the week, to do the repairs later. We feel our truck is dangerous to drive and if they insist on not doing the work until the spindles completely fail, they are basically requiring us to drive an unsafe vehicle with our children, and hope that we don't have a fatal accident when they most certainly do fail. I feel as though they are putting us in an unsafe position and it could be extremely dangerous to not get this repaired. They gave us our truck back today with a flat tire... they should have fixed it before giving it back. Why call to say the trucks ready (dangerous to drive), and not even fix the flat, or even offer to air it up? read more

Mike and Larry are very dishonest. Koons Ford of Security is terrible. They do not value honesty and integrity. They do not value people. They do not care about those who have defended our freedom. It's very sad that they took advantage of me. I am trying to see what options I have at this point. They sold me two vehicles now that had major issues and they still have not made it right. I will say that Dontae was hones. Dontae should take Mikes position. read more

The most dysfunctional dealership I've ever dealt with. Sold us a truck that broke within a month and we're still waiting to get serviced. Take your business elsewhere. read more

This was my first time buying a car from a dealership and the whole process was surprisingly seamless. Javon was able to send me all the information, so I knew exactly how much I would pay. There were no hidden fees or stress. And major props to Frank, upon arrival, he very helpful and never made me feel pressured or rushed. He answered all my questions and was able to guide me through this process. Most importantly, the vehicle I had my eyes on was affordable. I walked away happy with the necessary information and a car! read more

Recently had transmission issues with my 2017 Ford Escape. David Eichhorn handled the service with exacting help. Due to parts constraints I had to get a rental. Koons Ford covered the rental and returned the vehicle in perfect running order. All this was due to the honesty and follow-up of David. Would recommend using Koons service for anyone who drives a Ford in the Baltimore area. Ask for David when you get there! read more

Koons Baltimore Ford - Car Dealers Near Me - Woodlawn, Maryland

so,today I had the duty of taking my Explorer (2021,if that matters) to get an oil change..........yup,rarely that easy. I ended up needing work on my front rivers side axle.........bearing/seal etc, before the Service Advisor spoke with me,he checked and confirmed I came within the 5/60,000 power train warranty,and I did by less than 600 miles and two weeks (yes I keep my cars for a good while);the Service Advisor also coordinated my drop off and then pick up from home to collect my car.So,if your looking for a genuine polite,friendly,professional I can say William Marshall will take good care of you and is a great representative for Koons Ford. Anyone who reads my reviews across Yelp,DealerRater,Cars.com etc know I am critical sometimes brutal about quality and service.Waiting area,until I was picked up,was clean,well kept,plenty of comfortable seating and tables decent coffee too!,yard was neatly aligned with customer vehicles post service, Dealership represented very well from roadside,all clean and tidy,a place I EXPECT to be like this when presenting a retail area for a major brand name. They checked all the positive boxes,and on this occasion,no negatives.Well Done Koons for REALLY turning my expectations from minimal to the maximum. read more

Specific to used cars, my experience with Koons was the typical used car scummy, deceptive, tactics. They provided me a written online estimate/quote to buy my car for $12,925 via cars.com. I called and verified the price, pending their inspection, and set up an appointment to finish the deal. When I came in they looked at the car and offered $10,000, with no explanation, no mechanical issues, mileage reported was accurate, etc. The sales manager basically said their online quote system (he called it accutrade) was meaningless and they do not honor it. So, a waste of my time and some frustration. I'd search for a different dealer, at least on the used cars side. read more

This was our first time buying a car here, and we'd do it again! Javon (sales) and Steve (finance) were both fantastic. I first connected with Javon a week or two before our purchase--he was responsive and supportive throughout the entire process. Steve made the financing and paperwork smooth and stress free- Extremely easygoing and personable. Neither of them pressured us at any point; they let us move at our own pace. I'd highly recommend Javon to anyone in the market for a vehicle. read more

Koons Ford dealership on security Blvd is the worst place to go buy a vehicle because of their incompetent manager who is not trying to give me my second key to my vehicle which I am entitled to. So unfair. read more

Bought 2 vehicles from this location. The finance manager is exceptional , very knowledgeable , professional. The process of buying was simple and not pushed After the sale, they attempt to help you with any issues that you might have with your purchase. The used car manager Jeff and the used car service manager Brian, are helpful with that process read more

Me, my fiance and son schedule an appointment to see a vehicle at koons. It was a Lincoln Mkz which was/is a very nice car. Everything went very well and the price was right. Took the car back home (PGH) about a 4 hour drive, then less than 2 months later a check engine light came on, so I took it to a Lincoln dealership and they told me I would need a new engine because of a Coolant Intrusion "Holy Sh.." I called Koons back spoke with a guy name Mark and the best thing he was able to tell me was to take it somewhere to get a second opinion. Come on man. I just bought a car from your dealership less than 2 months ago and a check engine light comes on and a Ford Lincoln Dealership in my hometown tell me that I need a new engine, how could that be unless something was missed at the dealership I bought the car from. I am looking at 8k for the repair. Buyer beware if your looking to purchase a car of any kind at koons take it to a mechanic first or bring your own scanner hook it up to the car and make sure nothing is wrong so you can see for yourself, maybe I should have taken the reviews about koons more seriously, but this is what happens when you give a dealership a chance such as Koons in this case. read more

Even one star is too much for this dealership. Went in for a coolant sensor recall. Drove off only to have low coolant level light come up. I had no problem before going in but now I have a leak! But that wasn't the worse thing that happened. They told me they wanted $170 to replace a brake light. I did it myself in 10 mins. They can charge whatever they want I guess BUT what they shouldn't do is tell me brake light is out when it fact it was working. Yes! They lied to me. I'm not a scholar of the law but Im pretty sure that's illegal. read more

I know it's in bad taste to write a Yelp review based on an experience from 8 years ago but the days of people actually using this platform are numbered so I'm just filling in the gaps here from life experiences I've had. My grandmother bought a car for me back in 2013. The "WOW" price or whatever Koons called it at the time was significantly cheaper than any other dealership with the same car on the east coast. Yeah, I wish they would have just shipped the car to the Ford dealership in my hometown but we ended up having to drive to Baltimore. This isn't a story about how we arrived and they changed the price. The price was the price. But the attempt to upsell us once we got into the room with the finance guy was high-pressured and pretty outrageous. I remember at one point stopping the onslaught by complimenting his watch. I realized months later that it was such a crazy watch (a Cartier with a Tourbillon complication) that it was so obviously a fake unless this guy is actually that good at sales. Anyway, we got out of there and then had to fill out a survey which was also surprisingly high-pressured. Essentially, we were told that not giving a 5 in every category meant there was a problem that needed to be fixed. Something along those lines. The sales experience was obviously not a 5 because it was uncomfortable and all we had was a cashier's check for the WOW price, but we were still subject to it anyway. Just speaks to the hierarchy of American corporate dysfunction and misaligned incentives. All said and done, we got out of there unscathed and I had some incredible years of driving that car. read more

Unless it a quick lube job don't take your car to be serviced here. They kept my car for a week saying they didn't know why it was shaking and everyday they needed more time. Well the truck hadn't moved in 4 days when I get a phone call from the sales department asking if I wanted to sell it. I explored the option and they gave me low quote based it needing repair. I told them I'd think about it but really just wanted to know what was wrong and get it fixed. The sales department calls back and says it has a bad transmission, so I call service and guess what, they said the trans was good but need MORE time to figure it out. Id had enough of whatever games they have going on here. Not sure what the deal was with them but someone was being deceitful in there practices. Update: I made the mistake of allowing them to evaluate my vehicle without me there. My truck did have some small rust spots in the cab corners, common, but it wasn't rusted through the paint. They poked wholes with screw drivers in both sides, through the paint. I get it, it's rusted, but that's not ok for them to do when they ask if they can "look at it". I'm having my truck looked at by a transmission specialist center for the issues. The service department at Koons said trans was good. The sales team at Koons said it was bad. We'll see. If it is a trans issue in my truck it's the 3rd one since 40k miles. Buyer beware!!! Look it up, all fords with 6 and 10 speed transmissions are having failures. As low as 10k miles on new ones and has been happening since 09. I'll update with the findings on my vehicle. read more

Worst customer service anyone can imagine. Purchased a vehicle from them. Had some issues but the tech tried every way possible NOT to fix any issue. No call was returned. People were with robots or rude in my opinion I wish there was an option to give them a zero start. read more

Koons ford on security Boulevard was a bad experience. We went in for oil change and they sabotage the truck so that we can come back and pay more money. The truck was recently bought, and nothing was wrong with it when we came into the building and when we left. 10 minutes after the oil change, the fan belt went up. We had to demand it to be fixed the same day no apologies or anything. Please do not take your vehicle to this. Establishment fair warning. read more

Review is for the service center. Absolutely terrible with zero communication. My partner made an appointment dropped off for a routine oil change and some recalls. They held the car all day, did nothing, and didn't communicate a part needed to be ordered so car would need to be there a couple of days. As someone who has had a recall, I was given a complimentary rental since they had to hold my car overnight. My thought is Ford has so many recalls they can't do that (another reason to why I would still never buy a Ford) read more

I am pleasantly surprised at the service I received on Wednesday, 1/10 at the Security Mall location. Tall Dave was very helpful in assessing our needs. It was also helpful to be greeted by staff inquiring if I needed assistance. Thank you loons Ford! read more

I came this morning at 6 so the engine cools down and makes it easy for the technician to work on my truck. Doors opened at 7 and John, welcomes me with negative attitude, (my truck can not get service until 8:30. There is no one that can work on it but he will check) Apparently, keeping people in the comercial vehicles is an issue. Always new staff. I stop by the service manager office and say, Hello there, and it was at second time he look at me and say hey, and turned to his computer to keep working. I asked him if he was the new SM and said yes. I asked his name, and said, David Ledger. Mr Ledger most be one of the owners of Koons Dealer. He doesn't care about too much about customer service quality control. read more

Absolute disgusting experience, unprofessionalism at it's finest. Let me tell you what happened to me. Just about months ago when the Ford F-150 lightning was released to the public they had a show car for customers to try it out and build out the specs and supposedly to be released for sale FIRST COME FIRST SERVE. ON JAN 4th 2023. Previously talking to the sales rep that one who comes through the door first would get it, we had cancelled all plans for Jan 3rd night and Jan 4th driving all the way out here from Virginia Haymarket. Just to get our hands on the deal. We were planning on camping out and get to the door first, but to realize the manager had already made promises to someone and had been reserved because the sales rep had said Jan 3rd by accident saying hes a businessman and had to honor his words. What BS is this ? So he can reserve a car which was supposed to released to the public on Jan 4th and not honor anyone else who had interest in the car ? Its called first come first serve for a reason what BS racism is this, and get this he couldn't even come first through the door because he had work till 3pm. What a nice business you guys truly run. I would like a clear comment about what has happened please. read more

Koons Baltimore Ford - Scammed because I'm Asian. - Car Dealers Near Me - Woodlawn, Maryland

Absolutely TERRIBLE service. Would not recommend this place to anyone. Completely incompetent. My vehicle's transmission completely failed and needed to be replaced for $7800, keep in mind that is HALF of what I paid for the car. Based off of that number, I was not willing to commit to any repairs. During the initial diagonistic call (the one and only time I heard from my service technician,Nick), I had also meantoned that the car needed an alignment, but explicitally asked that the technician NOT do any work until I decided if I wanted to fix the car or not. Fast forward 2 weeks, I had called 9 TIMES to try an get in touch with my technician or the service manager and DID NOT receice ONE call back, I sent multiple emails and a few texts as well. The second to last time I called I spoke to a lady who then sent me a bill for almost $500. I understood that I would have to pay for the transmission diagnostic, but the technician was not supposed to do any work on the vehicle until we reconnected, which we NEVER did because he did not answer or return any of my calls. My technician, Nick, went ahead and did the tire alignment, with a busted transmission and billed me for it, now I will have to get another tire alignment after it is repaired, gross incompetence, completely unbelievable that they would do the work when they know it will have to be done again. I have never had a more SHITTY experience with a company in my life and honestly will NEVER use this place again or even buy a Ford. read more

The dealership never called me to make me aware that my care was no longer in there care an sharon nor doris understood that. It's like leaving a child in your care an not giving a cursory phone call to the parent that something is wrong or this an that happened . From Nov-dec 27th 2024 sharon from koons ford was trying to contact me about my car. As I was getting the deductible ready to pay them . She never stated on the voicemail that my truck would asses fees if not picked up right away . On 1/16/24 the repo company came and got my fees they charge them the deductible of 1,000 which is fine but then they charged them 2,191 for storage fees which I know for a fact even when I talked to the supervision Teresa I wouldn't have been charged myself so why would they charged them that especially when they have no signs outside of the body shop , nor inside by the booth or by the coffee shop waiting room . Which I have pictures of . On feb 03 I talked to doris again an even though her words she understood an I was right she wasn't the one who could reverse the only Dennis kultoas could . I have left Dennis several voicemails even messaged with the receptionist an sent emails I haven't gotten one call back or a reply to my email . read more

Buyer beware ! I've been in buisness 29 years, only buy fords ! Own 19 plus ford truck ! Call Keith the Salesman about a truck, agree to a purchase price. Keith Does my finance, come's back with 11.99 percent and 9.9 from ford, knowing I do, 1,000,000 plus every 2-3 years in truck purchases ! I call ford directly 7.24 and 7.9 if used ! Call Keith at Koons, told him I got the finance and I'll come pick it. Some how with in the same 2 minutes of texting and called him out on it. His response was truck is sold, sorry ! They tried playing me, since I'm out of state ! Added 2 points ! Scum of the earth ! He pulled that trick aside for me ! But, since they couldn't jack me on the interest rate !! Beware of this dealership and there scum sales guy Keith ! I can get another truck. But, to try to play a game as they did and then waste my time ! Scumbags ! read more

Lifetime Ford customer here. I have used and intend to use Koons Ford Baltimore for all service. Never again. They have lost a customer. I brought my car in for an oil change. They asked me whether anything was bothering me. I advised them that my manual transmission does not go smoothly into second gear. They charged me over $200.00 to fix this issue. They did not fix it. The same issue remained. The next time I brought my car in for an oil change, my tire was leaking air. I advised them of this. I also asked them to take a look at the transmission, given that it was under warranty. They said they didn't have time to do the warranty work. When they finished the oil change, they informed me that there was no problem with the tire. The tire had been leaking for at least a month at that point. They told me to call back if it was still leaking. Within a few days, it was low on air again. I spent most of my Saturday there and was extremely frustrated. Per their instructions, I called back. I spoke with someone in scheduling, advised of the situation, and was told I would get a call back from maintenance. They never called back. I received a phone call from customer service for a survey. I advised that I was unhappy with the service. He said I would get a call from the manager. I never did. I then went to make another appointment to fix the warranty work and the tire. They could not get me in on a Saturday. Saturday is the only day I can bring my car in because I work on the workdays. The scheduling person said they had a rental available. When I asked whether this was free, she said she didn't know. Therefore, it seems like they were trying to get me to pay for a rental for them to fix their shoddy work. I was fed up and asked to speak to a manger. The scheduling person said they would mark this request urgent. I have been waiting for a call for over a week. This place has the worst customer service I've ever encountered. They were perfectly happy to take my money, but completely uninterested in actually fixing the issue. Further, they did not believe me when I told them that my tire has been leaking, an issue I had been dealing with for some time. They lost a customer. They do not respect their customers or value their time. No one should use them for service. read more

If you're dealing with Jake, you might as well walk out/ hang up the phone. Completely unprofessional. My wife called to ask about a truck and the conversation didn't go his way so he decides to hang up on her. We will NOT be purchasing a car from Koons Ford of Baltimore. Maybe focus on the customer experience... seems like y'all could use some training on that. read more

Took my car in for an obvious/cut and dry wheel baring as it's under warranty. Had to postpone a trip to Cape Cod (not their fault). It's my only car, they had no loaners available, and it's day 2 of no communication. They won't answer the phone. My kids are in tears because each day they think it's the day we will get to leave for our trip and I can't even give them an answer because no one will communicate with me. They had had the car for 8 hours to let me know "yup, it's the wheel baring, hopefully we can start on it tomorrow". Unacceptable. My last scheduled oil change took 2.5 hours. read more

A huge thank you to the service team at Koons Ford of Baltimore (Catonsville). David Ledgere was instrumental in getting my SUV repaired and back to me in a timely fashion. His professionalism and excellent customer service was/is so appreciated. It's individuals like David that make me what to continue using Koons Ford Service department. Thanks David!!! Trenessa read more