Poor customer relations Stopped by to apply for financing. Was told the bank was closed and they couldn't get an answer. This was around 7 pm so this made sense. No problem yet. Was told I'd get a call the next day with an answer. It's been a week and still no call. You lost a customer here by telling lies and showing no respect for the customers time. So we went elsewhere and got a car financed in 3 hours. Your loss... read more

Made a reservation with their online system. I even got a confirmation email. They told me that they have "no record" of the appointment. What a joke. read more

They misled my sister on price by charging her over the advertised price (not tax & tags) and passed off a car with body damage. When we went to them to resolve issues, they said that the extra cost was for MSI Fees although these fees were never discussed during the sales process or shown on the sales order as a line item added to the advertised price. Instead this fee was conveniently added to the advertised price and shown as the new base price on the sales order. They produced a hand written paper showing the breakdown which was never shown during the sales process and certainly not a legal or signed document. The GM claimed that he didn't have to show it as a line item because the State of MD requires MSI for every used car sold. 1) that's a cost of goods sold and I couldn't find another dealer with a disclaimer for price not including MSI, 2) anything over the advertised price should be listed as a line item on the sales order and 3.) show me one shop in the state of MD that charges $1,400.00 for a MSI. The average is around $75 from what I can tell. They also claimed to not know anything about body damage even though it was obvious in the daylight (sister picked up car in the evening). The door had 4 drill holes where they had popped a dent out and the paint was grainy on the whole door. The GM went as far to say as "its not my car now" and "IF I want to help you, and I don't HAVE to help you... and then threatened, keep that in mind" as he walked out the door. He refused to replace the door but reluctantly agreed to the what would be the least expensive repair job to him by wet sanding and touching up paint. He finally admitted that his Used Sales Manager should have never bought the car but didn't seem to have any issue passing the problem along to the customer. He wouldn't budge on the MSI fee, take car back (after 48hours, one day was Sunday) and still swears they never saw damage. No apologies either. In reviewing their record on Better Business Bureau, this was not an isolated event. Quite a few complaints regarding delivering defective, damaged vehicle and for not honoring sales price. ( http://www.bbb.org/greater-maryland/business-reviews/auto-dealers-new-cars/koons-ford-of-annapolis-in-annapolis-md-11444/complaints#breakdown ). Sadly, with a little professionalism, they could have resolved these issues and maybe at least salvaged the service business for themselves. As it is, none of us will ever be going back. We have notified friends, family and all the contractors we know who have bought trucks from them in the past. Formal complaints to BBB in the works. read more

Worst service department ever my truck went in for an appointment on a Tuesday still hadn't made it into the shop on Thursday afternoon. Everyone their is just full of excuses. read more

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. read more

I am sad to write this updated review of my Koon's Ford experience. My initial experience and review with the sales portion of Koon's Ford stands. The SERVICE department is not comparable to the sales at Koon's I am very sorry to say. I was thrilled to have moved somewhere so close to home that I thought would be a great experience based on our new car purchase. NOT! Their communication and timeliness is terrible. We brought the new car in for some extras that we purchased and the application was haphazard at best and we had to call and call again reminding the we had to have the car at a certain time. Didn't seem to matter. Last Thursday afternoon I called to let them know a tow truck was bringing my SUV in. Spoke to Anthony and he took my info and told me that they would probably not look at it that day but the next on Friday. When the tow truck got there no one knew anything about my car coming in. The tow truck guy was concerned and called me. When I tried calling the service dept. I didn't even get an answer. The next day when I called to make sure they had my car, I got voice mail. On SATURDAY my husband called them and they hadn't looked at it but promised to do so that day and call me. When I hadn't heard midday I called and again got voice mail. NO FOLLOWUP CALL ON SATURDAY. They are closed Sunday. On Monday my husband called again and they had still not even looked at it four days later....They clearly didn't listen to voice mails because I had asked for additional work both at the initial call to Anthony and subsequently on Michael's voice mails and the message I got last evening (Tuesday) hadn't done those things so I called back stating you've had it this long, I need to ave the oil changed and tired rotated. I finally got my car back last night just before closing six days later. They changed the battery folks. The battery. If you are THAT busy get more service advisors because your customer service, timeliness and communication have me considering a further drive to another service department. That five star customer waiting area isn't looking so great now. I want timely, efficient service and communication with my service advisors. I had read the other reviews and couldn't believe what I read until now. read more

We are moving to upstate ny and are looking to buy a big suv. We went to koons ford to drive an expedition last Saturday. Friends have one and love it. Unfortunately koons was having a car show today and the expeditions were all the way in the back. And it was a hassle to get them out. Uh, aren't you having a car show to sell more cars? Really, it's a hassle? I didn't know dealerships were doing so well. Needless to say we will be not be buying a car from them. The ford dealership in upper marlborough was great, happy to give them our business. read more

I came to this dealership to buy a car for $18,400, that's the price the salesman and I agreed upon. Months later I found out that they actually sold me the car for $19,400, a thousand more dollars then the price we had set. I've called Ted Bodnar to find out why the car was sold to me for that price but he never answers the phone, nor calls me back, no matter how many voice messages I leave in his voice mail. Terrible Terrible place to buy a car, if they scammed me, they could scam you too read more

The best experience we've ever had at a dealership. Our family has purchased 4 vehicles from them over the years and all four are serviced here. John, the Sales Manager and Mike Treas, Service Advisor, have earned our business for many years to come. Kudos to the entire team at Koons Ford Annapolis. read more

If I could give zero stars, I would. We received absolutely SHOCKING service. Our car broke down on the Bay Bridge on Mother's Day, and we were towed to the closest Ford dealer. Upon reflection, I WISH i had paid the $250 or so it would have cost us to be towed to our Ford dealer at home. That's how bad it was. I received a phone call from Mike late on Monday morning, saying the car could be fixed that day, and that it would cost $580. I mentioned to Mike that we had an extended warranty, and he said the only way he'd fix it that day was if we paid directly. I repeated that I wanted to use our extended warranty - and that was the last time Mike called me, until Wednesday late afternoon. In the meantime, my husband contacted the warranty place and initiated the claim. At every step of the way, Mike balked at dealing with the warranty company. And each time my husband called him and left messages, he never called back. My husband got to the point that right after he called Mike's direct number, he would call the dealer's main number, as Mike would at least then be paged/found. He had the distinct impression that Mike was avoiding his call. NO work was done on my car on Monday. On Tuesday, work was completed, but Mike didn't bother to submit the paperwork to the warranty company, only doing so on Wednesday morning. He then claimed that the warranty company had "refused" to pay, even though we had them on the other line and they confirmed that they had initiated payment. We had actually traveled back to Annapolis on Wednesday afternoon (my husband and I both had to take a half day off work to do so), so we were driving into the dealership when the one and only call from Mike came in. My husband walked into his cubicle a few minutes later, and I joined him shortly thereafter. Mike did not greet me or even acknowledge my presence. The car was repaired appropriately and we haven't had any issues since. However, I would never, EVER willingly set foot in that dealership again. EVER. read more

Not good. Not good at all :( Spent $ 2600 only to have to bring back the next week because problems were not fixed. In looking up prices for repairs they definitely charge the high end. They were not open to working with us to increase customer satisfaction. Very unhappy with the total experience. Our service rep was very difficult to communicate with. Basically the worst. Don't take your car here. read more

This is a review of the service department only: I brought my Ford Focus in for recall-related issues. I made an appointment two months in advance (I was told it was the "first available"), and on the day of the appointment, the work was not done on my car. It was not even started. My husband dropped off the vehicle before 8 a.m., was literally the third car in line in the bay, and we had an appointment. He was told by the individual responsible for the car, Shannon Fridley, there was a backlog and other people had appointments, too. He never even called either of us to let us know they had not started work on the car. Mr. Mosby, the service manager, has yet to call me back to let me know what he is going to do to ensure we get our recall repairs and have a satisfactory, on time, experience that does not inconvenience us any more than it has already. read more

Worst service I've ever dealt with. My family has been apart of the Ford family for as long as I have been alive. I leased a vehicle from Baxter of Ford in Omaha, Ne with my job bringing me out to Maryland and as I was living in Annapolis I thought it'd be most convenient to ground my lease with Koons. My mistake. A few months before my lease was up I went to go look at a Ford Edge. The lady who was helping me, named Beth, was in gym attire like she was about to go to a yoga class. I told her I wanted a Ford Edge she pretty much flat out told me I couldn't afford it. So "let's look at ford escapes". Didn't really think much of it as it was my second stop at looking at new cars. She wanted to lease me a Ford Escape for something outrageous like $650+ a month. I was dumbfounded. I had left an infinity dealership with a quote of $400 a month. She said well maybe if you can't afford that let's go with a focus. I said you want me to go to a fusion to a focus ha! We left. This experience left such an awful taste in my mouth I never wanted to return. But when it came to grounding my vehicle the only option I had that was near was Koons of Annapolis. I grounded my vehicle with a lady named Charlita. I signed a paper, handed her my keys and informed her the inspection gentleman is scheduled for that week. A month goes by I haven't received anything from anyone not even ford credit. But I do hear from my mortgage lender that my vehicle was never turned in and I owe a payment on it! All I'm thinking is what? That can't be right. Oh he was right, they lost my paperwork and never actually filed it being grounded until I took myself to the dealership. Instead of giving me a copy of the vehicle return notification they wanted me to take a picture? I was having trouble with it until finally they were like oh well make you a copy. I got home and realized, my name wasn't signed anywhere and the dates were wrong! Stating I turned in the car a month after I had!! Their negligence is now effecting my credit and life. On top of it all I feel as if they know they messed up and are doing as little as they can to help me get this fixed. Thanks to a few kind people at Ford Credit who are filing complaints for me and told me what I need to do, I'm hoping I can get this resolved. But If you're looking for a new Ford there are plenty of other dealerships who will meet your needs and fulfill your requests better than any of these people. Good luck ever trying to get a phone call or email back from any of them! read more

I brought my Explorer here after a branch fell through my sunroof. My insurance did an estimate and stated it would be a 2 day job. Multiple calls and 2 weeks later, I got a phone call that it was ready for pickup. The day before a massive snow storm which I couldn't get to pick up before the body shop closed for the weekend. I tried to pick up from service but they told me I had to from the body shop. I was also told that they would do an oil change (obviously for an additional fee) during that two weeks, which they did not. And that they would cover the additional days of my insurance, as it took so long to complete. Which they did not. I was charged an additional $160 by Enterprise for my rental. I emailed inquiring what was going on and expressing my disappointment with the lack of oil change. I got no response. I work full time, and have a toddler - I don't have time to sit around at Ford and wait for an oil change, so I'll go elsewhere for every service from here on out. read more

Poor service, slow service, terrible diagnostics, service writers lied to me, service writers are uneducated, tried to make me pay for warranty repairs, poor communication, shady management, no GM on duty ever, service manager of no assistance. Do not recommend purchasing a vehicle here!!!!! read more

Second time coming here, first time was here for 5 hours, this time, 3, and was told it would be 2. They also said I need a whole bunch of work on my car, which I don't doubt. I have a lot of miles and the timing is right. But, during this lovely wait, I've been able to call around and found the same 4 tires and the service of installment and an alignment for $200 less. Nice lounge to wait in and connect to WIFI so I can work and not miss hours, but this place is a miss. A big one. read more

This is probably the most impressive and professional car service experience I have ever encountered. The waiting area and full service coffee bar is a far cry from greasy vinyl and instant coffee machines. It feels like an executive club at an airport. Oh, the car? Lubed, Rotated, Checked and washed ... Quickly, an entirely reasonable cost and two informational updates. No wonder the wife is always happy to handle this trip! Impressed. read more

I can't make any major statement, because I didn't spend 10's of thousands of dollars for a new car here, or even thousands of dollars for major repairs, but when I needed my state-required vehicle inspection and some routine maintenance, it got done on time, for a fair price, and with a smile and a free ride home the morning I dropped off my rig. Not sure what more you could ask for. I'll be back. Good guys here... read more

I went on a Saturday for service without an appointment, never been there, yes Bob Bell is closer but no. I found them professional, friendly and state of the art. They have a cafe in the service waiting room, Wow.. Gourmet coffee, snacks and candy. They also have a really nice patio outside as well. Found them to be dog friendly as well. read more

Koons of Annapolis is horrible My car has been in 3 times for the same problem and still not fixed.The don't diagnose problemsThe service rep that handled my car sucks and so does the Service manager .Do your self a favor and stay away! read more

After being a loyal ford customer for years, purchasing 4 new ford vehicles since 2013 (2013 fusion, 2013 focus ST, 2013 F-350 2016 Explorer) and my 5th march 6, 2017 (explorer) I can say I will NEVER buy another ford product EVER again. I suggest everyone avoid them at all costs! On Monday March 6, 2017 I traded my 2016 Ford Explorer in for a 2017 Ford Explorer (I wanted more features and The breaks were making a grinding noise, which I was told is normal by Koons Ford in my 2016 explorer) at Koons Ford of Annapolis, everyone was very helpful and accommodating to make the sale happen. On March 16, 2017, just NINE days of owning the car... with 438 miles, the breaks went out. The breaks went TO THE FLOOR 3 times in a row. I immediately notified Jody at Koons Ford of Annapolis and he had me bring it in that same day. After a week of my car being in the shop, the dealer not being able to find any issues, the service manager driving it for 200 miles, I was told by Jody to contact Ford customer care to request a field service tech to come look at my explorer. I spoke to James with Ford customer support who assured me he'd request a field tech right away. With several calls back and forth to Koons Ford of Annapolis and James with customer care to check the status, I was told on April 5, 2017 no tech can come look at my car until I drove a Koons Ford tech.... WHY DID THEY WAIT THREE WEEKS TO TELL ME THIS?! I was out of town on April 5, 2017 when I found out they were waiting on me to come drive them. I told Jody I would take the day off work and be in first thing (8:00 am) Monday April 10, 2017 to drive them around to see if I could get the breaks to go out (?!?!) After driving Andy, the service manager, around for an hour and a half we returned to the shop. Of course I couldn't get the breaks to go out..... the entire drive Andy assured me he'd do everything he could to make sure I was in a vehicle that was safe for me and my family and that I felt comfortable driving, after all that is what you buy a new car for, Reliability!!! Did I mention we're on day TWENTY SIX?!? This evening April 10, 2017 Jody called me To tell me Ford isn't coming to look at my car, they aren't doing anything to fix the issue, they aren't going to take responsibility when (it's only a matter of time) I get into an accident because my breaks go out, and they WILL NOT buy back the vehicle. This is simply a FLUKE that my breaks went out and all I can do it HOPE this never happens again. Long story short- I'm stuck with a $48,000 vehicle that I don't feel safe putting my family or myself in, that I can't get rid of (unless I want to take a HUGE loss trading it in for another car) and Ford is satisfied putting their customer and everyone else on the road at risk. Koons Ford of Annapolis assured me they "ARE NOT ALLOWED" (if they could the would) take back my car, it's Ford corporates decision. "They understand I don't feel safe, but they don't have any say" "If you want something done, you have to call Detroit yourself, you have more power than us" etc. read more

I would rate this place 0 stars if I could. I purchased my car here and wanted to take it back for an oil change. Got there before 8:30am on Saturday and waited over 3 1/2 hours for an oil change and tire rotation, completely unacceptable!! They were rude and didn't care that people had been waiting for so long. They now have two less customers. read more

I don't understand how an entire service can not be available to answer a question, I was just told that they would not be available for another 10 - 15 mins and I could leave a message and someone would call me back and I think we all know how that would go. read more

Worst service ever! They had the car all day, said it was fixed but nope it wasn't. Suggested I bring it somewhere else since they were so busy!! read more

First oil change on a 2016 F150. It was free...I'd give them 5 stars, but short of notifying me the vehicle was done...zero interaction with the staff. I had to ask what was done, any recommendations or why there was a conflict between 5K and recommended 7.5K oil changes. Hope next time I need an oil change, the experience is better. read more

New lounge while you wait for your car is sweet! Have serviced my car here for years with awesome results and treatment from the staff. No one likes to pay for servicing your vehicle... It's nice that they treat you right and keep you comfortable while you wait. Can't say enough... read more

I wish i could rate them 0 stars. Brought my Ford Escape to this dealership for an oil change/tire rotation. The wait was 5 hours so I decided to leave my car there and pick it up after work. One of the employees named Christian checked my mileage & asked if I wanted to get a transmission fluid change. He had asked me if I do mostly highway or city driving..I told him a combination of both. He told me Ford recommends getting a transmission fluid change every 30k miles. It was going to cost $325. My husband looked it up on the Ford website and saw that the recommendation is actually 150k miles. I picked up my car in the dark and drove it home. When I got home we realized they hadn't fully bolted the under carriage back on! It was dragging on the ground! We called a tow truck to take it back to the dealer. They bolted it on and sent it home on the tow truck back to us. Again, it was dark at that point. Woke up the next morning to take the car to work and COULDN'T BELIEVE MY EYES, the undercarriage was STILL HANGING ON THE GROUND! Unbelievable. Now we have to take it back for the THIRD TIME. Then just out of curiosity we checked the invoice for the oil change..They put in 5 quarts of 5w20 oil, but the Ford manual says use 6 quarts of 5w30. Could this simple task of an oil change possibly be any more disastrous? read more

Koons Ford - Car Dealers Near Me - Annapolis, Maryland

Don't be fooled by a single good rating of this location. Even with an appointment and an entire day to do some basic maintenance somehow they are incapable of even starting. What makes it doubly bad is part of the maintenance was to fix something they screwed up last time I took my car there. Lesson learned. read more

I grounded a lease at this dealership but had leased it out of state. I didn't realize their employees had such a negligence in actually doing their job. My paper work was "lost in the cracks" says the Finance Manager John. And therefore ended up with a late payment on my credit. They have done nothing to compensate me or help get it fixed. "Because there is nothing we can do." Good luck if you ever decide to want a Ford and to buy from this dealership, and with people like Beth working for them you'll be robbed of your money! read more

Total bait and switch operation they PUBLISH prices that are not the actual cost...even before tags and title Used car manager was an arrogant, pompous ass. They had only one key for the car- a valet key. No fob for locks and alarm. The so-called manager "promised his best efforts to get a fob" Nothing DO NOT BUY HERE read more

2017 Ford Edge Lease Not one to usually complain but I'm fed up! Last September I tried getting a recall fixed at this location. They said it was a really serious recall but didn't show any urgency into getting me in to get it fixed as they were "too busy!" A couple months later, I finally get in. They have my car for two days. After two days, I get a call saying I can come pick up my car but they have to order parts. I asked if it was safe to be driving around and I was told "yes." I was told these parts would be in 2-3 business days. Fast forward three weeks, I am driving to NY on a Friday evening and when I am 2 hours into my drive, my car started breaking down on the NJ turnpike. I called 911 hysterically crying as I was in the left shoulder and cars were zooming past me. A state trooper came and said it was not safe for us to be sitting in the left shoulder as people were running over his flairs. Another state trooper comes, stops traffic and the first officer pushes my car with his car across all lanes to the right shoulder. The police officer took me to a hotel where I waited in a lobby for 2 hours for my boyfriend to pick me up to drive another 2 hours to NY. While waiting in the lobby, I left a voicemail on both the service and sales managers voicemails explaining that I was in to get my recall fixed and that now I am broken down waiting in a lobby in NJ. No call back. Fast forward to August 7th. I suck up my pride and go back to Koons Ford of Annapolis because my keyless entry was no longer working...sat there for over two hours to then be told they have to order the number three button and the part would be in 2-3 business days. I leave. No ticket. Three weeks go by and no call. I call back and ask to speak to the manager. I dropped my car off this morning at 7:30 before heading to work. I mentioned that they please cover my seats because I have light interior. I go to pick my car up after 3:30 and there is grease and black glue all over my driver seat. I walk back in and ask that they clean my seat. After cleaning my seat I go to leave and realize a part of my door handle is missing and the surrounding area is scratched. The piece was just sitting on my passenger seat. The gentlemen goes and gets the service manager and he comes and tries to snap the piece back in. He takes it back to service and I wait in the lobby. I confronted to the service manager when he came back to get me. I asked if it was because I was leasing my edge with Lindsay Ford that my business wasn't wanted because they don't show any urgency or initiative for my business. I brought up the recall scenario and how I left a message on his voicemail when I broke down and didn't get a return call. He claimed they are trying to make adjustments and better their service. I stated that it's very unfortunate that Lindsay Ford is very far from my house and work because they do an awesome job and I honestly never want to step foot in Koons Ford of Annapolis again. End rant. read more

Bottom Line..stay away from Service Dept. Had an engine replaced at Koons Ford Annapolis in my 2004 Ford Explorer. One month after the engine replacement, it would not start. Had it towed to Koons and they told me it had blown up and needed to be replaced. To my astonishment, the warranty did not cover labor. I had to shell out another 2.5k. I had a long discussion with the service manager asking them to help me with some of the cost because I was a return customer and planned to continue to have the vehicle serviced at Koons. He would not budge. I went to pickup the vehicle and when they pulled up in it, it was squealing like crazy and the front tag was hanging off of it. I had to ask the service rep if he really thought I should be taking it with it making all that noise. He took it back in and said that one of the pulleys was loose and they corrected it. One month after the 2nd engine the AC stopped working. I had a friend look at the vehicle and he discovered that a bracket that holds a vacuum line was not re-attached when the engine was swapped. After further investigation there were 5 other hoses, brackets and connectors that were not re-attached properly. read more

Seriously, don't come here. The first visit we made here should have been a good indicator of the kind of service we should expect. Our car was making horrible rattling noises, so we brought it in for a full diagnostic assessment and an oil change. (It turns out that Jiffy Lube installed our brake pads wrong, but thats a different review for a different time). We had called the day before to make an appointment, but they suggested we drop the car off the night before and our car would be the first they took a look at when they opened at 8am. When noon rolls around, we give them a call. They said that our mechanic was busy working and was unable to come to the phone, but he would call us back in hour or so to update us on the status of our Focus. No problem! We never got a call back, so we rang them up at 3pm to see whats going on. Our mechanic was too busy to come to the phone again, but we were assured our car should be done by this evening. An hour before closing, we still had no status update, so we took an Uber to the dealership to get some answers. Turns out they were planning on keeping our car another night because they thought they had until the next day to repair it. When we got there they had finished the oil change (after having it for 9 hours), but hadn't figured out the rattling noise. They were very nice to us when we showed up in person, and within 30min of hanging out in their waiting room they found the source of the rattling (the brake pads) and fixed it. We got the oil change for free and we were on our way. Annoying, since we dropped off the night before so they could fix it first thing, and it only took like an hour when they actually started, but whatever. We gave them another chance! We have a Ford Focus, which I guess is known for being unreliable and having transmission issues. We were having an intermittent starting problem, so we took our car (our only car!) to this back here because I thought that the mechanics at the Ford Dealership would be more knowledgable about all things...Ford. And then they gave us the run around. First we paid 150 dollars to replace the battery. Still had starting issues (I wish I knew more about cars to not have gone along with this). We brought it back in, and paid 450 dollars to replace the starter. Still had starting issues. After all the crap we take it to another mechanic and they run all the tests and tell us its probably the anti theft chip in our key malfunctioning, and only a Ford dealer can make a new key and sync the software with the car. Fine, back to Koons we go. Apparently our key is "laser-etched' and they don't have the equipment to make us a new key, only the location in Columbia can do that. But we have to sit in the parking lot for an hour because, starting issues. They come over and say "I don't think its the key, I think its a transmission problem, we can take a look if you like". Uh, no. After all the unnecessary repairs Koons suggested, I'm not about to leave my car in their care again. TL;DR -- Poor customer service, doesn't seem like they know what they're doing. If you have to go to a Ford Dealership for repairs its worth the trouble to drive to Columbia. read more

Pretty terrible service. I have only one day of the week I can get there during business hours, which is Wed. I went for my 1pm appointment for a normal tire rotation and oil change, and was told "I'm gonna be honest, we're reallyyyy backed up. They probably won't take it in until 5:00." I asked about leaving it and having a shuttle pick me up the following morning, but they said those don't start until 9am, and that's too late for me to get to to work. While I realize things happen, I was told to just "come back when I can." I was offered no compensation and nothing for my trouble or their error. If there's an error, fix it. Do something to help the customer. Completely unacceptable and awful service. 9-14-16 update: I went back to give them another chance because my tires couldn't be rotated somewhere else due to the different lug sizes. I was told my tire rotation would be an hour and that 10 lugs had to be replaced at $90 total, plus my tire rotation. Again, no compensation was offered and I was told I had to pay this even though it wasn't my fault. I was also never told they were messed up until I went to Jiffy Lube. The manager who never responded to my emails was on lunch break, so no one else could really assist me. Of course, I have no desire to speak to him anymore anyway. I was eventually offered a lower price, but at this point I do not ever wish to give Ford any business at all, so I left with just a tire rotation. I will be getting new lugs somewhere else and hopefully never returning here. This is only a snapshot of my experience and I VERY rarely write poor reviews, but this is some of, if not the worst, customer service I've ever experienced in my life. This company is atrocious. read more

Ok check engine light came on and ford roadside assistance suggested I get towed to Koons Ford Annapolis since it is the closest Ford Dealer. Was trying to be optimistic since past experiences have been disappointing. Which is why I've been traveling to Al Packer for a car and service on my Ford F-150. So truck was towed to Koons last Saturday was advised it will be evaluated on Monday PM. Monday came and went so I called several times to Service was given Service Peps name so left messages. No return call so after multiple Tuesday calls Mike the service rep indicated it was a software problem and the service manager would drive my truck home to see if the problem is corrected ? OK We'd about mid day called several times to Mike leaving messages no return call. After several wed pm calls luckily got through to Mike and he asked for my number to call me with an update. Late wed pm no call back called service again they wanted to get me to mikes voice mail. Now asked to talk to service manager he did assess the trucks condition and called me back within the hour that should be avail for pickup. The customer service at this location is non existent and in spite of being optimistic my concerns at Koons Ford Annapolis are again validated. Happily drive to. White Marsh to Al Packers from Annapolis to enjoy responsible customer service on my Ford read more

Poor customer service in the service dept. only come here if you want to pay for things that should be covered under the extended but can't be "diagnosed". Ill drive 20 miles before bringing my vehicle back here. read more

New to the area and needed to have the transmission on my 2015 F250 looked at. Service Center took 3 calls to actually reach the Service Coordinator to make an appt. They wanted the truck all day, and couldn't get it in for 2 weeks. Today I dropped the truck off at 9:30 AM as scheduled. I called them at 3:30 as I hadn't heard anything. Service coordinator "A" said he'd check on it and call me right back as he didn't think they had started on it, but assured me they could get it done before close if it wasn't anything major. Service dept. closed at 7 so at 6 I started calling them. Talked to the receptionist 6 different times trying to reach someone in the service dept. after leaving "A" a message he never returned. Finally drove over there at 6:45 and the service person that was still there confirmed it hadn't been touched and had no answer for why no one called me back. He did inform me that for transmission work they generally want the vehicle all day, after literally having it 9 hours!! It was my first visit to Koons Ford, and also my last. However, if their service dept. considers this service, they should all be fired. They honestly deserve 0 stars as there was not a single person other than their main phone receptionist that answered his/her phone or was in any way helpful, courteous, etc. read more

I made an appointment online last night to have my SUV looked at - no work, just an inspection to determine where a vibrating noise was coming from. I was impressed with the ease of appointment making and the facility when I arrived. I checked my car in and was asked if I would like to wait or come back. I asked how long the inspection would take and was quoted 30 minutes. After TWO HOURS, the service advisor came and told me what was wrong, but I declined to have the repairs done today. He told me that they just needed to wrap things up and would be back to get me. I went outside to make a phone call and saw my truck out front so I assumed it would be just a few minutes. ONE HOUR later, I was finally fed up with waiting and went back to the service area and asked why I was still there. I was given excuses ("he may still be waiting for the diagnosis" - no, I was already given that, and "they might still need to pull the truck around" - again, no I see my truck out front.) before the service agent I was working with came back over to PRINT ME A PIECE OF PAPER before I could leave. If I hadn't taken it upon myself to go hunt down the agent, I would probably still be sitting in that waiting room. Extremely upset about the lack of updates, the fact that I could have gone to work and come back if I had known that it was going to take that long, and the at the end of it all, the service person didn't even bother to apologize. read more

Worst Ford Dealer I have ever been to. Called and made an "appointment" for 3. I arrived at 2:45 and they say they have no record. Then they said I was late and I informed them my appointment was at 3. They said they would try and fit me in. After sitting in the waiting room for 15 mins they came in and said they couldn't fit it in. I asked what I had made an appointment for and they said I didn't have an appointment. Worst customer service ever. Needless to say I will not be coming back. read more

Let me start off this way - If I could give them a rating of 0, I definitely would. I bought a 2017 Ford Escape in late August from this Dealer. I have had problems with the brakes ever since then. The car has been in for service on the brakes three times, once being towed because it went into a "limp" mode because the brakes were not working right and the car would not move over 30 mph. Every time the car was there, it was there for no less than 3 days - generally a week - and they could not find the problem. They did not update me on anything they were doing. When I called the last time (mid November), they said they could not find the problem and literally laughed over the telephone to me when I told them that was unacceptable. When I got the car back on this particular occasion, they had spilled coffee or hot chocolate all over the driver's side mat. This car is only 3 months new to me at this time. The Service Manager's response was bring it in and I will have it detailed. Again, totally unacceptable. I put a call into the GM to explain my concerns. He has never responded to me. He told the Service Manager to call me and see what I wanted (I quote the Service Manager here). I have recently had serious brake problems with the car and decided to take it to another Koons Ford Dealer (Baltimore). Come to find out, the 100,000 mile extended warranty they sold me on this car ($2,400) is exclusive to this Koons dealer. My new understanding is they are supposed to offer you two types of warranties, one that will cover your car at what ever Ford Dealer you take it to (Ford ESP Warranty), or their private warranty exclusive to them (Millinum). Obviously, I was not given a choice. I am now trying to change the warranty over to the ESP Warranty and am willing to pay the difference of about $150, however, they "can not do that" - they can only remove the $2400 from the back of the car loan and I will have to pay upfront for the Ford ESP Warranty - what a sham. ALWAYS ask about options. This car dealership is not at all concerned about their customers or their reputation - this is obvious with the GM not returning a call. On to the better news. As I said previously, I took my car to the Koons Baltimore - Security dealer. Within 3 days, I had my car back, fixed and brakes working. The brake booster was bad and was causing the brakes to not perform correctly. The new booster has been put on by the Koons Baltimore-Security dealer. I commend them highly for their professionalism and interest in assisting me with my problem. Needless to say, Koons of Annapolis needs to take a lesson from them. Please ask questions after questions, especially if you use this dealer. They are out for the quick turnaround and profit way before customer satisfaction. I am so disheartened by this experience. Stay away from them and drive a little further for 5 star service. read more