Loved the car I bought for a great price BUT didn't like all the McCain/Palin stickers on the trash cans and almost everyones desk especially the UC finance manager. Stupid to take sides in a business. Purposely didn't buy from the finance chick because of the Palin sticker. read more

Horrible service department. Purchased a brand new 2016 Ford Explorer XLT. After 2 days navigation broke, loud humming from engine and wind was coming through passenger side window. Keep in mind it only had 12 miles on it when we drove it off the lot. They all lie. I was told one person was the service manager and he even introduced himself as such and then after the car wasn't fixed AGAIN the same person told me he wasn't the service manager after all. Keep in mind in their website he is listed as the service manager! Simple fix but instead of them ordering a new cowl the service manager used double sided tape to fix the part! They claim the Ford Rep told them this was the only fix! Pure BS!! PATHETIC! Haven't had the car for 7 days and it's still at the dealership. Left numerous messages for the GM. No return calls. Called Ford and filed a BBB compliant. Next I'll contact Williams & Santoni, LLP! read more

Koons Ford - Brand new 2016 Ford Explorer with defective cowl that they fixed with double side tape. They said Ford Rep told them to go this! - Car Dealers Near Me - Annapolis, Maryland

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No good. Do not go. Had an appointment for 1:30 for "the works" got there at 1; told it would be about an hour and a half. Didn't get my truck until 4:45. And then the "coup de grace"; I watched a 16 year old hop speed humps from the back of the shop to the delivery area to present my truck. Thumbs down. Losers. Never again. DIY. read more

Shady service, poor customer relations, and poor Management!!

My wife blew a tire and found out that Ford Cmax doesn't have a spare tire. Ford Roadside assistance will only tow to Ford dealerships. I called Koons Ford Annapolis with still 4 hours before Koons closes and said she'd be towed in. They said don't bother - we're too busy. We therefore paid for a separate towing company and took the car to Firestone - where they were very accommodating. read more

The Auto Parts department is the best for fast, courteous service. Our left side view mirror was knocked out of the holder by a passing car on a Saturday morning. We had 3 hours before needing to board an airplane. We called Koons who had the part delivered and ready for us quickly. We picked it up, replaced the mirror and headed to the airport on time. Thank you! read more

Horrible service. The only reason they got a 1 is because there was nothing lower. Had a appointment at 7:30 dropped car off. it was in for a recall loose at top of front panel. Called at 3 and they said haven't even looked at it. I said I will be over at 5 and it better be ready. they called at 4. Hey guess what we can't fix it has to go to a outside vendor and it will take a week "COME ON MAN " you should have known that before you let make the appointment and be without a car the entire day. read more

Unbelievably poor customer service in both Parts and Service. The employees I dealt with were both rude and they treated me as if my problem wasn't their concern. Two different employees in two different departments. From the parking lot of Koons Ford, I called Hertrich Ford in Easton and got exactly what I needed (a part and a service appointment) and was treated with professional courtesy. I will never go back to Koons Ford even though it is closer to where I live. read more

This place was horrible. We were on our way home from the beach when the car had power steering problems and the wheel locked up, so I had the car towed to this dealership. I found out this was a recall issue. They would not give me a loaner car. It took them 6 days to fix the car. When I arrived, the car had a flat tire and the salesperson told me he thought the car was abandoned. I had to call road service again to fix the flat since the service department was closed. I lived over an hour from this dealership. The car drove terrible on the way home, the whole front alignment was off. I had to bring the car to my dealership and have it fixed. The communication was terrible with service. I asked for a work order receipt, which they refused to give me. read more

$20.00 part to split wires on my fathers car, costed him $450 worth of labor...he is a senior citizen and I feel he was taken advantage of. He should never have gone directly to the dealer for work. read more

My check engine light came on and to save some money I did the code scan myself. When I dropped it off here they refused my code and charged me $90 to do it themselves. I became upset that they were obviously ripping me off and the service staff became extremely rude and unprofessional when I tried to dispute it. They then put me in a waiting room for their shuttle service pickup. I waited an hour and a half before they told me the shuttle will not be available at all. So at that point I needed to request my own uber for a ride home. I left my glasses in my truck and needed them to see my phone and order the uber. It took them another 45 minutes to get my glasses! The staff is extremely disgruntled and lazy with no commitment to customer service whatsoever. I feel like I was targeted and spited for calling them out on their BS $90 code scan. On top of all that I had to take two days off from work because they do not provide mechanical services on weekends. I give them 2 stars instead of 1 because the lounge staff was friendly. read more

Brought my Explorer here for a Maryland State Inspection and oil change. Was treated fairly and with respect. Vehicle came back with an exterior wash. Nice touch. Prices were a little high. I will continue to have my vehicle maintained here. read more

Rip off. My bill was double what it should have been because of add ons that I did not ask for. I was told that I would have to talk to my original representative about my bill, but she was not there. It has been weeks. They will not respond to phone calls or emails. 3 people have listened to my complaints and said that they would look into it and get back with me. I am still waiting. read more

=Updated Review= it's been a few weeks since my car has been fixed, and my check engine light came on again. This time I decided to give Koons one more chance, since they said they would want to restore my faith in them. Brittany (in client service relations) helped me after hours via e-mail (on the weekend), and helped co-ordinate my appointment. My cars problem was a minor error from the previous issue, and was quickly restored. Andy was my technician, and made my visit way less stressful than what it could have been. I have seen them at their worst, and I have seen them at their best. Will continue going here. Customer service is getting better. =First Review= A few weeks ago my 2014 Fiesta's check engine light came on (for the 4th time). I really liked Ford's cars, and have always had one, so I thought Ford would help me trade up into a new one, and offer me more credit since my car is still new. I called customer service and told them of my situation, and they told me to go to the service station, and just get the basic error code, so they could see what problems my car has, & they could help me trade up to a new car. Right away I went to Koon's, and told them that customer service wanted me to get the basic error code for my check engine light, and was told "Nope.......we are busy....". I waited for the service person to tell me of a time I could come back, but I was just told "Come again some other time.". I was furious that I wasn't given a time or a date, just a basic "nope". I spoke with the manager (Earl), and was told that they are busy and to come back another time. He told me the error code is very hard to get, and takes time to get (which I know it doesn't; takes a few seconds at autozone). He told me I could come back 3 days later, and drop off my car, and get a rental car (was given a Dodge Durango; horrible mpg), and that it wouldn't take long at all to get me the error code. The day after I dropped my car off, I called 5 times throughout the day to see the status of my car, but had no luck. I left a message the first time, and asked for any ones help at all to even tell me if my car was looked at. The snotty girl at the service desk told me that there were more important customers than me, and that they were busy. She later told me to not call again, and they will call me soon. I called back later that evening trying to still inquire, and was told that they were closed, and that I should call during business hours. I was feeling like I got the run around. The next day, I called again, and my service technician told me that I didn't need to keep calling, cause he would get to me when he could. He told me my error codes, and low and behold, they were generic error codes, nothing complex, or hard to get. I was also told they were working on my car, and it would be done a couple days later....thing is, I never told them to work on my car.....I just wanted the error code. I told my technician that I didn't want my car worked on, I wanted, to trade my car in, and he acted like he couldn't care less. Meanwhile I'm driving a rental car that gets less than 20mpg, and paying a ton for gas. I called customer service, and they told me that Koon's would reimburse for the used gas. I was thankful. A couple days later, I finally get word my car is done, and go there with my gas receipt to get reimbursed, and was told they don't do that there. My car's light is now off, and fixed, but I don't want to ever bring it back again. I told my whole story to them in my survey they sent me, and got a response back saying that they aren't usually like that. No apology, no care. I even called customer service again explaining them how I had been sold a bad product, and was treated badly, and they told me to call the BBB. This place is a complete joke. Don't go here unless you HAVE to. They even take up to 5 hours for an oil change in their "quick lane". read more

I've been here for service and warranty repairs recently and I am very pleased with the work done by both the body shop and the service department. My convertible top needed repair and was covered under warranty. This repair was handled by the service department and their vendor. Prior to that my hood needed repainting and the body shop manager Mel Malinowski had my repair approved in less than an hour. The paint job looks great and was done promptly as promised. I also appreciate the job Dusty Odom did in getting my top repaired. I will say I am concerned about so many negative reviews. Having spent thirty five years in this field we all have our share of comebacks and hard to please customers. I'm sure complaints will continue as with any dealership, but I just wanted to pay a compliment that was due. Thanks again, Pat Cunningham read more

This dealership plain and simple isn't worth the hassle. Their service is terrible; hours wait for oil changes, no update calls and then at the end of the day hearing that your car never made it in for service. I bought the "platinum" service package which was supposed to come with loaner cars, yet they never have any available. Additionally, after I bought this package, the service dept system didn't have it as part of my purchase. Only after a separate trip to the sales office did they confirm that I in fact had one ("our systems sometimes don't talk to each other" was the sales guys reason). I have also had issues where repairs weren't made correctly which necessitated additional trips back to the dealership. Trading this explorer in as soon as possible so that I never have to go back to this place again. read more

My car has been in the shop for transmission repairs at this location for 3 weeks now (and counting)! The dealership was my only option for this repair because they will honor my extended warranty, which covers my transmission. I have been unable to get a call back from ANYONE to give me an update on the status of my repairs without initiating a call myself and leaving multiple messages. This location does not provide a courtesy vehicle so I am out of pocket $600 so far for a rental vehicle now and cannot even get a call back for a status update. If you can go elsewhere for repairs, I strongly recommend doing so. Update: We are going on 7 WEEKS that Koons Ford has had my car. After 4 weeks they finally offered me a courtesy car, which I was told from day 1 that they did NOT do. The "courtesy" car then proceeded to malfunction (power steering went out, blinkers stopped working and few other service lights on the dashboard lit up). I have submitted my rental car receipts from the first 4 weeks for reimbursement and have had no updates as to the status of this request. In addition, I am being told that upon picking up my car I will be charged a $100.00 fee that somehow goes straight to the warranty company. I am appalled that Koons Ford would have the nerve to ask me to pay them a dime after receiving nonexistent customer service for 7 weeks! I would give this location 0 stars if Yelp would allow me to do so. Take my advice; BUY A VEHICLE ELSEWHERE and look into the quality of their service department before you do. read more

Although Mike Treas and Andy Monk are nice guys they didn't fix the problem with my truck. I brought it in for a knocking noise in the front end and explained to Mike that I will do ALL of the recommended repairs if he can 100% fix the knock along with oil change service . I picked my truck up and drove home, couple days later I noticed that the truck had the same oil filter I installed on it several months ago. I paid for "the works" package which was suppose to include oil change and it was not completed, not to mention the knock is still there. I paid $2500 for parts and labor and it did not fix the problem. I called Andy and brought it back to him and he had the oil change done along with replacing another part. After picking up the truck I realized the knock is still there. Since then I've called twice and left a message with Andy Monk and Earl Mosby. Neither one has returned my call. I brought this truck to a Ford Dealer since it's a Ford in hopes they would be able to fix the problem, they did not. I would not recommend Koons Ford. read more

Well I brought my car here back a few months ago bc of a recall on my 2001 ford escape, in colder climates the sub fame of the car was rusting out completely, I dropped it off within hours they called me to pick up my car, they assured me it was fixed...GREAT! Which brings me up to today! I went to Sear to get my ball joints replaced at Sears, only to have the manger call to inform.me that they will not be touching my car bc it's about to fall apart, so not only did they not fix it but THEY SPRAY PAINTED OVER THE RUST SO IT WOULDN'T BE VISIBLE!!! The fact that these people, would be willing to put me and my family's life in danger to save a couple buck, is absolutely sickening to me! Oh and I almost forgot, they told me to bring the car back, it could take up to a week amd I WOULD NOT BE GIVEN A RENTAL! According to them, I should eat the cost of it...I wouldn't trust these people w my daughter's big wheel let alone a car that you drive your family around in!!! So unless you have a death wish, I would stay far far away from.this place!!!! read more

My recent experience at Koons Ford - Annapolis was a perfect display of Customer Service. My sales person and the Management made it their priority to exceed my expectations. The staff on hand listened to everything I mentioned as to what I was looking for and they delivered the perfect vehicle for me and my family. In short, I would definitely recommend this dealer to anyone looking for Outstanding Customer Service and A New Ford ! read more

This dealership was not honest with my purchase. I expected honesty and trust and did not get that. They invited me into the dealership promising be a better deal that a previous dealership I had been to and the bottom line was it ended up costing me more...... Which I did not realize until after I signed the contract and then they told me it was too late. I trusted them!! They wanted the other price in writing which at this time it was too late. I trusted them and they pulled one over on me. Never again!!!!! read more

Just wanted to say Thank you to Mr. Christian Johnson in the service dept. He told me how long my service would be and it turned out to be sooner that what he said it would be. I drive from Gaithersburg, MD to get my SHO serviced at Koon's of Annapolis. The service can't be beat. Also want to shout out to My car salesman Kevin Bracey. He is always looking out for me with new car information. read more

BAIT and SWITCH Last month I took my truck to Koons Ford to have the clutch replaced. The estimate was 924.00, To get my truck back cost 2600.00. It seems the mechanic forgot to remove the air from the hydraulic lines, I could barely shift the truck in gear. Now, after I get the truck back the drive shaft needs replacing. For this they offer a discount 281.00, to get my truck back this time cost 420.00. SMOKE and MIRRORS read more

this place has HORRIBLE customer service! they cant do basic math, nor do they know there own warranty plans. Their workers have attitude problems read more

Go anywhere else, you'll do better! The service department is awful!They had my car 3 times in 3 weeks, the last time I had to have it towed because they did not tighten a clamp on a hose they replaced. They denied any fault. I purchased a new car another Ford dealership was over $2,000 cheaper ON THE EXACT SAME CAR. read more

I would give them ZERO STARS if I could! Take your FORD elsewhere for service. I have three Fords (about $130K worth). I wanted a place to take them for service after moving back to the area. I tried Koon's Ford Annapolis initially the quick-lane service which seemed to be fine. So I took my truck there for a warranty repair. They told me when the truck would be ready so I made plans to get off work early enough to pick up my wife and pick up the truck on the way to the Koon's we called and they told us they hadn't started on it yet and it wouldn't be ready until Monday the next week! I am fairly forgiving so i tried them again this time I called for an appointment early in the week to drop the truck off on Thursday evening for a Friday appointment. Jason told me 'No problem - we will get it done first thing Friday morning". i told him that they would have it all day Friday since I again had made plans to pick it up after work. Same scenario my wife and I left work early to pick the truck up because we were planning a weekend with our trailer. On the way to Annapolis we called to make sure they were complete. They patched my through to Mike (same service manager who had not gotten the truck done last time). He said "Oh, we are about ready to bring it around to start on it" he said we only have an hour and a half 'til we close so it will be a rush and it won't be washed! We told him we were on our way and didn't want sit around for an hour and a half. He promised it would be done first thing in the morning. Long story a bit shorter - the truck wasn't ready until NOON on Saturday (ruined our trailer weekend plans). When i complained to Mike he acted like I was expecting way too much. He said Jason should have never promised the Truck on Friday (This was routine maintenance oil and fuel filter change not troubleshooting). In any case on the $432 receipt it stated that i might get asked to do a survey and the only acceptable grade for Koons Ford is "COMPLETELY SATISFIED" if not call one of two service reps to let them know. I called and of course got a voicemail. I left an account of my dissatisfaction and my phone number asking for a call. Guess what - NO RETURN CALL AND NO CUSTOMER SATISFACTION SURVEY! STAY AWAY FRO KOONS FORD ANNAPOLIS SERVICE - THEY STINK!!!!! read more

I purchased my 2015 Ford F-250 from Koons Ford of Annapolis on 2/21/17. The truck was sold to me as a certified used Ford vehicle. The truck was advertised online without fender flares installed. I have a few pictures of the advertisement. When I arrived to look at the truck it had aftermarket oversized fender flares installed. Later after I had left the dealer I called my salesman, Kevin Bracey, and asked him to have the fender flares removed to inspect for any damage. He assured me that there was no damage and nothing to worry about. After purchasing the truck I noticed several issues with it. I had to go back to the dealer 3 times to get these issues resolved. The issues included a torn seat belt, cut inner fenders, failed front brake calipers and to top it off a mouse nest under the backseat. All of which should have been inspected and fixed when the truck went through the 172 point inspection to make it a certified used truck. The latest issue is with the drivers side rear wheel well. I went to pull the fender flares off and discovered the clear coat very damaged to the point where a body shop will need to repair it. Also, around each wheel well the fender flares rubbed the clear coat and left a very noticeable scratch. Clearly Koons Ford installed the fender flares to hide the damaged clear coat on the drivers side rear wheel well. By installing these fender flares they ended up causing additional damage to the paint beyond the damage they were trying to cover up in the first paced. I called Koons Ford of Annapolis to try to resolve this issue on 4/27/17. I spoke with the used car manager who did nothing but interrupt me and then he hung up on me. read more

I bought a 2013 Lincoln MKZ that was a certified car. We went there to look at a 2013 Ford Fusion after we drove a 2011 MKZ in Frederick md when we seen the 2013 MKZ my wife liked it so we went home to see if we could find one on true cars because our bank uses them. After looking we found a 2013 with lower mileage in White marsh because we liked the sales man we had. We asked if they would mach the price of the one in white marsh and he said yes so we told him we would take it i did all the finances with our bank and took a check to them. after all the paper work was done the finance person was going over the paper work i asked about the warranties and she said since they matched the price of the car in white marsh the car is no longer certified and there is no warranties. If i had known this i would not of bought the car but all the paper work was done this really pissed me off i fell like they miss lead me to believe all warranties came with it. read more

This is by far the worst place I've ever been to for any type of car service. Scheduling a recall was a disaster. The woman on the phone couldn't even verify if I was making an appointment to drop the car off or to just discuss the recall, and when I just asked to speak to a service person, she copped a huge attitude. Show up for the appointment, the service guy, Mike Treas, said ZERO words, no eye contact, just brushed me off and continued to type on his computer. I assumed he was finishing up with something else, but then just asked for the keys and finally asked what issues I was having, after me standing in front of him for 15 minutes. After having my car for 4 days, we called to check on it. Left five different voicemails...absolutely no response. Finally we decided to just go and see what was going on, and when we asked we were told "I'm kind of busy, so it doesn't surprise me that I didn't call you back." Wow. After all that, I was told we could pick up the car at closing. When we arrive to pick it up, the customer service rep had no information in the computer, no paperwork, nothing, just my car keys. So after FOUR days of having my car, I have absolutely no idea what they even did to my car, if anything. I would NEVER recommend this place to anyone. If this was the LAST place on earth to get service on a Ford, I'd rather light my car on fire and take the insurance loss. read more

If I could give it a zero I would. I will never let anyone at this shop touch my vehicle again. In fact, I've been driving 30-45 minutes out of my way to go elsewhere. First, the gas line (manufacturers recall) went out, so I took it into have them replace it because it was leaking gas and smelled horrible. First, they told me it could be a while because Ford was still working on the problem and gave me a rental car to take until they could get it fixed. That was fine with me. Then, not even a week later, they called and said my vehicle was ready. I thought, "that was a little quick", but was happy that they could get it done so fast. I picked it up and went to get gas in it and the gas poured out all over me. I immediately took it back to the shop while soaked in gas and explained the problem. The person at the desk said, "I bet they didn't get the gas tank put on properly". They were very rude to me, asked me to wait in the waiting room, which I couldn't do because I was covered in gas, and didn't say anymore to me. I never received an apology, a please let us pay for your clothing to be cleaned, nothing. I then called my husband and handed it over to him. If I knew a good lawyer, I would have called them instead. If you take your car into this place to be worked on, I would check it over really well before you drive it away. read more