Answering phones is beyond their abilities. For literally years when calling Service you get nowhere, and leaving a message on voice mail? Generally no callback. The advisors are great, and don't oversell, but are overworked and can't keep up. Poor upper management, period, end of letter. read more

If there is a negative stars I would give the KOONS COLLISION CENTER a NEGATIVE 5 STARS. I purchased my brand 2017 new Toyota Sienna XLE in this dealership last June and paid cash for it. I had it for 2 weeks and some idiot hit it on the right side. Since the car is brand new I took it to the dealership where I bought it hoping that they will treat it well and repair the damaged correctly. Boy, I ...was totally wrong! First of all, the odometer reading was 2,109 when I dropped it off at Koons Tyson Toyota and when I picked it up the odometer reading was 2,199. That means they drove my car for 90 miles. Where have they taken the vehicle that they put nearly a 100 miles in the odometer? The repair job was an epic failure and the service was really, really bad beyond belief. The job they have done on my vehicle was the kind of job you get when you go to a bodyshop in the third world countries and pay cheap labor. The damage was over $5000 and they have my vehicle for 1 month to repair it that I exhausted my car rental allowance or limit that my insurance company will pay. When I picked up the vehicle I got very disappointed because they did a sub-standard job and the repair was not totally completed. The paint job is uneven at some areas. There are areas that were not painted well and appears not have been buffed. Also, there is a seam (passenger door) that should have been welded correctly and grinded to be smooth or bad/reject door was installed. The center pillar that was damaged appeared to be still skewed. It looks like they just pounded it and didn't even apply any fresh paint on it. Some of the parts that they installed are not matching and some were loose and/or missing. They also left scratches on the driver side rear view mirror panel since they placed marks all over my vehicle. To top it off, the car was so dusty inside and they did no even bother to clean it. A gilette blade was left on the top of the vehicle that it got rusted. The shop damaged one of the leather seats and has some spill like spots or stains. The driver leather seat is also kind of dirty. I have experience with other body repair shops and this was the worst body repair shop experience I received. It appears that people, from the repairman to the manager, who work in this shop do not give a damn how they treat your vehicle. I showed all these to Zoram Najera (Bodyshop Manager) and he was not even apologetic about the substandard job they have done with my vehicle and the inconvenience they put me through. He doesn't have any explanation of why the job was so substandard. He even had the audacity or arrogance on the way he spoke and treated me while I was in the shop. I also got the same arrogant service from Amanda and Brenda Reyes. Amanda is just plain arrogant. She was nice only when you take your car to be repaired there but when you ask her with something else or have concerns about your vehicle she would just brush you off with an attitude. Brenda had given me so many excuses as to why my vehicle had not been completed on the promised dates of delivery/completion. Brenda and Amanda would tell me that the vehicle was going through quality control that's why it is taking long. I just don't know what quality control they are talking about if there was even one. Again, I have many experiences with other auto repair bodyshop in the past but Koons Collision Center was the worst in repairs and service experience. I should have just went to the repair shop that my insurance company recommended. Never again I will go to this dealership ever to get any of my vehicles serviced. I was told that they will redo the repair, however, it's been over 3 weeks now and they have not scheduled the repair or redo that they are supposed to do. I will get back to my insurance company and update them. So please do yourself a favor. STAY AWAY FROM KOONS COLLISION CENTER! YOU DEFINITELY WILL REGRET IT. read more

TERRIBLE. My husband brought in his Ford to have the AC fixed in summer 2019, they charged him $800-$900 and just kept giving the car back without actually fixing the AC. Will be reporting them to the Better Business Bureau and consider small claims court read more

We bought our 2014 Ford Focus with the help of Glen. He has been the most patient & understanding sales person that we have worked with. Their financial advisor also awesome (sorry forgot the name), but he was VERY helpful in giving us the information needed for our car loan plan. I'm very happy with their service.. Keep up the great job. read more

Great experience again purchasing our 2nd vehicle from this dealership! Samir, Adrian and Tom were great in ensuring we were most comfortable with what we selected. Thank you! read more

I just bought a New Ford F150 from Holt Barrineau. I live in Alabama and did the whole deal over the Phone!!! Holt along with Matt Newman the Sales Mgr went above and beyond to make sure I got the truck I was looking For at the price I could afford and wanted to pay. They also gave me very fair Trade in Value on my car i was trading not a Wholesale price but Trade in value. NO TRICKS or CAR GAMES here just HONEST business people Make the drive and find out that there are still places to get a good deal on new car or truck without being taken advantage of GREAT JOB GUYS Even though your 719 miles away I know where Ill buy my next CAR OR Truck read more

If you want to buy a car ask for Syed. He delivered everything he promised. Definitely Will buy a car from him again.

Do not go to this dealership! Everything about this place sucks! They will scratch your car or put a dent in it trying to service it! I started going to the Leesburg dealership, they have a brand-new dealership and the people there are very helpful and the service is great! read more

I took my car in that I purchased from Ricky Piland 1 month ago because of the windows shuttered a bit when you would roll them down. I came in around 12pm was told the wait could be a couple of hours. I waited for about an hour which was not bad for a busy Saturday and was out the door. Samantha in the service department was very helpful and very nice. She said next time I come in for service and know a couple weeks in advance they can have a car available for me to use for the day while my car is being serviced. I am from Frederick MD and have used Koons Ford of Sterling for the last 3 years on both of my ford purchases. I can only give you my opinion on my experience and it was excellent. read more

I am very disappointed with my experience at Koons Sterling Ford. My daughter was in need of a new car after a terrible car accident so my fiancé suggested I call Koons Sterling Ford because he had had a good experience there 3.5 years ago. After such an awful set of circumstances around the car accident I was hoping for a smooth and pleasant experience dealing with Koons; however, Koons quickly fell immensely short of that expectation. I located a car I wanted to lease, and spoke with a salesman; he told me that a car would be coming to their lot soon, although it did not have all the options I was looking for. I decided to consider the car with the lesser options anyway and was transferred to Samir, in financing. I explained to Samir that we wanted our daughter to apply for a loan on her own, but her dad would co-sign for her, if needed. Samir called back and said my daughter's credit was too low to secure a loan on her own, and would need my ex-husband to co-sign. Samir came back with an outrageous interest rate, an outrageous monthly payment, and relatively low allowable annual mileage on the lease, all despite a large down payment of $8,000. Last night I went to a local dealership that had the exact car I wanted, with all the features I wanted. The local car's sticker was several thousand dollars more, but came out to $67 LESS per month than Samir quoted me on the car with the lesser options. Additionally, at the local dealership my daughter qualified for the loan on her own, and we were advised that her credit score was actually 142 points HIGHER than Samir told us it was. That is a poor way to repay repeat customers. We will NEVER return; Buyer Beware at Koons Sterling Ford. read more

We had the most haphazard and frustrating new vehicle buying experience at Koon's Sterling Ford. If this were the last Ford dealer, I would not own another one. We had trouble with everything from getting paint blemishes from the factory fixed properly before we took delivery, took two try's and folks ate and left a lot of crumbs in the car when we got it back. Splendid in a pandemic. This involved bringing the vehicle back multiple times, and I don't live in Sterling. We received the dirtiest loaner car I have ever been offered in my life. In fact the previous customer's clean laundry was in the rear storage area and their cleaning crew somehow missed completely (I.e. was not cleaned). They were busy horsing around when I dropped off my vehicle and received the loaner. The final kicker was not registering the vehicle for several months and I had to initiate action after I was not able to update my registration. This took numerous calls and very few returned calls to provide any update. In the end, I love my vehicle and Koon's made it right but I wasted hours of my life to complete this deal, it shouldn't be that hard to buy a car. My future business will be elsewhere. read more

I brought my truck in for a coolant leak problem in April. Repairs cost in excess of $1,000. A month later, my truck was still leaking coolant. I brought my truck back and their second assessment failed to identify any problem. They told me to keep monitoring the issue. When I brought my truck back a third time, they finally diagnosed the problem as a rusty heater hose that was leaking coolant. The particular hose is no longer manufactured, so the problem could not be fixed. Which means their original diagnosis was incorrect and it cost me at least $1,000 in unnecessary parts and labor. I would be extremely wary of this place if you are thinking of using them for service. Cannot recommend this dealership! read more

Just bought a 2018 mustang GT! I absolutely love it. This was the best car purchase I have made! Everyone was very helpful through the process. My sales consultant Ethan Gonzalez was phenomenal! He was very knowledgeable and was able to give me a great deal. The sales and management staff was by far the best. I will definitely be upgrading my mustang in a few years and will be coming back. If you are looking for a new car see Ethan Gonzalez he is very knowledgeable and a mustang enthusiast! read more

Koons Sterling Ford - Car Dealers Near Me - Sterling, Virginia

Where to begin... This past weekend, Sunday, July 2nd, I drove 4 hours with my friend to look at a truck me and my husband were VERY interested in. My husband was not with me because he is currently deployed and serving our country. Anyways, it was a 2014 Chevy Silverado High Country going for 35k. We understand that it is only 3 years old and a very nice truck, and for the most part, was in good condition. However, when my friend, (who is a female mechanic) looked under the truck, it was covered bumper to bumper in rust that was already flaking off! We looked at the car fax and of course it had been in New York for 11 months with all the salt. It was also listed as a commercial vehicle while it was with that owner. Anyways, everything else about the truck was pretty decent, but if you know anything about rust and trucks, it can cause a lot of issues in the long run. The rust was bad enough to where the bolts were covered. We took pictures, called 2 more mechanic friends, and both said to drop the price (way more than I ever asked), or walk away. All I asked was for 1k off the truck, because there wasn't anything that said no haggle or anything. Well as soon as that came out of my mouth, the sales person, Rick, said absolutely not, that 35k was the price and that they were a no haggle company. Okay, that's fine and I wouldn't have had an issue with that if it was stated somewhere, but also, the way we were spoken to was ABSOLUTELY HORRIFIC. Rick stated we were over-exaggerating, the truck was in perfect condition and laughed in my face when my mechanic friend was outside. Not only did he do this, but also questioned her knowledge, simply because she was a female! On top of all this, we were going to trade in our Kia, so in the mean time, the manager took it for a test drive. With mileage and everything included, I went on Kelley Blue Book and got another offer at CarMax, and the range was 12-14k (only in good condition, not very good or excellent)... well the manager only offered 11k. He stated there was front end damage to my vehicle that he wasn't aware of... well actually, it's a plastic bumper that was missing a clip. Never has my vehicle been in an accident. He spoke to me as if I had been in an accident and never reported it and wouldn't take the time for me to show him the part where the clip was missing. Along with all of this, I had my husband on the phone, because they happened to be in port. My husband asked if I could get the manager on the phone because he wasn't happy with the way I was being treated and Rick told me he was upstairs in a meeting. Not 2-3 minutes later, my friend walks in and the manager had been outside shooting the shit with other sales people. So Rick didn't want to take the time to find the manager for my deployed husband to speak with. So I guess what I'm saying is this sales team takes absolutely zero time to listen to your concerns about a vehicle, refuses to negotiate even though there is nothing that says no haggle, at least that I saw and I looked around everywhere before I even asked, and they treat women like absolute crap! We walked away because we decided not to buy a money pit.. and then as we walked out the door they proceeded to tell me its okay they can just take it to auction.... well have fun trying to get even close to 35k at auction!!! Never again! read more

I came here pretty rough but when working with Jason in sales got me in the car i really liked but was unsure about be able to get it in and around the price range i wanted to be at Alex in finance did a awsome job. Those two made are an awesome team!! I walked out to extremely happy customer. Great Customer Service Guys!!!! read more

Overall I like their service center but their online appointment process is really bad. Saturday was the second time I went drove their to get my car serviced just find out that the person who looks at the Sync-related services isn't in on Saturday, only Mon-Fri at 2pm. I had made the appointment online. Previously I had made another appointment around noon only to be told that all the mechanics are on their lunch breaks and that I have to make a new appointment. I would suggest that somebody reads the online appointments and the explanations about why you are bringing in your vehicle to make sure it can actually be serviced at that time and block off the times when the mechanics are on break. Common sense!!! I have learned my lesson and will never book my service appointments online again but call them. read more

Misogynistic comments not welcome. Two years ago my spouse and I picked out a Fusion online and headed to Koons Ford in Sterling to check it out and complete paperwork. Ricky was our sales person. As he was showing us the car we remarked on the color to which he responded "It's good. Cars are like women in dresses - some just look better in certain colors." We thought this was odd but proceeded with starting paperwork. As we were waiting for financing to clear, Ricky chatted us up noting that my spouse had formerly leased. "Me too," Ricky said, "Women and cars - when they reach 30 I get rid of them." I was absolutely stunned. I stared at him. My husband and I looked at each other shocked. I was so agitated I don't know what was said immediately after that. I asked curtly "Am I needed for financing any longer?" and upon hearing I wasn't I turned to my SO and said "I'm leaving before I say something I regret." We're sitting across the desk from good old boy Ricky when all of this happens. I'm visibly agitated. After I leave, he asks my husband, "did I say something wrong?" to which he replies "Yes." I drove home furious and in tears at the degree of disrespect and insult, angered that Ricky was so clueless he actually thought objectifying and disrespecting a women to her face was acceptable - and even entertaining! And disgusted that we ultimately purchased a car from this dealer because, well, this is just how guys talk, right? The car was $2k less than every other dealer but to this day if we had to do it over we would pay the difference and go elsewhere. I responded to the follow up e-mail from the sales manager and never heard back. We still get regular mailings from Ricky Piland with coupons and promotions. I can only assume it's business as usual for him. I recently called again because the experience still burns, but the manager on duty never returned my message. This guy is an asshole and no one there really cares. read more

Came in for an oil change for my 2016 Ford explorer. They lied and did not check and top off all fluids because, my washer fluid reservoir was near empty and the coolant level was a little below full. They also don't do a complimentary car wash?? The real issue is being lied to and telling me that they check and top off all fluids for their $60 oil change when they did not. Won't ever go back there and you shouldn't either. read more

Piss poor customer service! I called yesterday to have my 2020 Escape looked at for driver's side window not going up all the way and to have an oil change while it was there. The person taking the service call obviously knows nothing about cars. She put me down for a oil change and a possible sensor issue. Set an appointment for the next day. I go in and the service rep says I was in for maintenance and I said what about the window problem. He said there was also a sensor. I asked how long would it take and was told 2-3 days. I told him it is my only vehicle and would need a loaner and the lady never said it would take that long. He said the first available loaner would be in July!!! Over a month away!! What part of my window will not stay up all the way did he not understand! It has done it before and corrected its self, but still needs to be fixed and I take it back a month from now, it will do the typical works fine now and they won't repair it. I will never do business with Koons again, nor recommend them to anyone I care about. They tried to screw my son with his Mustang before as well until the service manager overheard me tell my son fine we will pay it and for him to go online and write bad reviews. The manager immediately jumped in and said he would take care of it. That made us happy customers and why I returned, until now! read more

Jason was fantastic! He listened to what I wanted, and did not try to pressure me into anything else. Super happy I drove past the other 10 Ford dealers to come here. Thanks again!! read more

It is hard to decide which rating to give Koons Sterling Ford. We were here last weekend buying a new car for my mom. We got there about 4:30 and they close at 5. BUT, we already knew exactly which car we were going to buy before we even got there. We were promptly greeted by Phil who was AWESOME! He located the car we were interested in, let my mom quickly test drive it, and got the ball rolling on the buying process as fast as he could. We were then greeted by Adrian... this is where our experience went from good to very, very bad. After talking to Adrian at Phil's desk, we were brought back to his office to go over finance options and sign all the paperwork. After my mom signed a few papers, she jokingly said "am I done now? Can I go home?" and laughed. Adrian replied 100% serious, "I wanted to go home at 5." My mom quickly apologized for keeping him from going home and he chose to dismiss her apology and ignore what she said completely. Once we left his office to go home in my moms new car, Adrian immediately left his office and sped off through the parking lot. There aren't many Ford dealerships in the NOVA area but we will definitely be going to a different one if we ever choose to buy another Ford. Thanks Phil for all your help! Adrian, you might need more training in the customer service field. read more

Fraud! The finance team is a huge scam. I have EXCELLENT credit for the last 10 years, it's practically perfect. The finance guy tried to fraud me at 9% for 6 YEARS. What a joke! I told them clearly I want 5 years too. Anyone paying high interest from this dealership definitely got scammed and wish you guys the best luck. If you don't know what you should be paying interest for your situation, they will take advantage. So be prepared or get scammed. Up to you. But I would not trust this dealership at all read more

If they had a 0 stars they would get a zero. 2 times in less than 2 months sterling Ford staff has played games with their pricing and financing. We filled out the application for credit we ask for the bottom line price before we went over and we told them they wanted the zero percent financing which they assured us before we drove over on this snowy day we would have. after spending two and a half hours filling out the credit application again going through all the sign paperwork at the very end when we're dealing with financing they say oh it doesn't include the zero percent financing that will cost $3,500 more and we're sorry that the salesman didn't know that we can't honor that price they also failed to mention that the car had 3200 miles on it and it was not considered new it was considered used and we had to sign. I should have listened to my son and bought the car from dARCARS because they honored the price and it was substantially less than their price by $3,000. It's a shame that we wasted or Saturday on this snowy day and had to come over here for this. Our family has bout 3 cars from all there betterocal Ford dealer. you can find my review as I review several things there honest and real reviews and if you see most my reviews get 4 and 5 stars. however if they had a zero they would get a zero for sterling Ford. The other local Ford dealer has better pricing g and top service and clearly better trained staff. We have always have bought many Ford's but this is not the.place for better pricing and good deals. We thought because Sterling Ford was closer they would be similar in price but that was far from the truth. The bottom line do your homework request a quote by email with the payment and terms before you go to finalize the price and hope they don't play games like the staff at Sterling Ford. read more

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I bought a new 2019 Ford Expedition in mid Nov 2019 from Koons Falls Church and within 60 days the rear tailgate started opening on its own including while parked in a public garage. I'm lucky it wasn't stolen. I brought it into Koons Sterling for warranty repair. It took five weeks for them to "fix" it that included weeks waiting for Ford to approve repairs despite it being less than 3 months old. Now that it is "fixed", I found the rear tail gate foot switch still doesn't work. read more

Mr. Joey Stickman is a true professional. My husband has taken my van multiple times to Joey and he has always done an excellent job. My husband pick up my van today and everything was fix and taken care of. Even though we have moved to Fredericksburg, VA we still travel to Koons Sterling Ford. I wouldn't trust anyone else with my van. Thanks Joey. read more

If there was a ZERO star option I would choose it! This dealer has had my son's car for almost 4 MONTHS without repairing it!!!!! The mechanics have lied to my son repeatedly and told him they have contacted the warranty company and the car will be fixed on several occasions. That has been found to be untrue. Then they tell him he has to call the Warranty Company himself because they don't have the TIME to make the call and be on hold to arrange the inspection. The Warranty Company must hear directly from the dealer to arrange inspection and they know it! We have filed a complaint against the dealer with the Ford Corporate offices. I need Chloe O. to reach out to us and resolve this issue and get my son's car fixed and returned to him! Very angry customer read more

The service department has atrocious customer service. I made a service appointment a week prior to the actual appointment to have three recall items addressed. I was told that one of the items would take at least one day to repair, so arranged to drop the car off on a Thursday night when I would be out of town for the rest of the weekend and pick it up on Monday. I showed up 5 minutes after the posted closing time (my fault) but there were still two people in the service department one of which was doing absolutely nothing. I wanted to ask her a quick question about after hours drop off but she spent more time giving me attitude telling me they were closed than answering my one minute question. The service department called me on Monday around noon right before I was supposed to pick up the car and told me the parts for the recall item that would take a day to repair would not arrive until Wednesday because they didn't order them until I dropped the car off even though they had a week notice prior to the drop off. When I showed up to pick up the car the service department admin handed me a stack of papers and said "sign this" with zero explanation of what the papers were nor why they screwed up the recall appointment so badly. If you want to pay lots of money for partial service and be treated like a pile of excrement I would highly recommend coming here. I purchased my Ford Escape and maintenance plan from the adjoining dealership. read more

Horrible experience a month and no title. The jeep leaked the engine cover was missing. The cabin filter was missing and repeated attempt to get title have thus far failed. read more

The negative reviewers about the service department are all 100% accurate. Luckily all I needed was an oil change. I called last Friday to make an appointment for my oil change on Saturday. The nice man I spoke to took all my information then after playing around with times, informed me they don't even offer rental cars so I would have to wait for an hour for my oil to be changed. I had to call back to figure out what would work so I told him to please save my info and he said absolutely. When I did, I got a very nice woman who couldn't find any of my information. Not that big of a deal. Made my appointment, she quoted me "precisely" $90 for a standard service with the oil change. Got a confirmation email which I thought was a nice touch. Turned out, I needed it. I get there right on time at 10 AM Saturday morning and was met by a nice man and I told him I had an appointment and he said if I didn't have a specific advisor to just go to any one. When my fiance and I walked in, there was a man to the left who had a couple of people waiting so we headed toward one guy sitting at a desk doing absolutely nothing except watching the busy guy talk to a customer. When we approached he gave us a look like we were really bothering him and told us to talk to the busy guy. My fiance almost said something but I told him to let it go. Both of us have worked at dealerships in the past, in service, and know how advisors are SUPPOSED to treat customers...but we're easier going than most. The busy guy informed us there was no appointment in the books at all and that they were using an outside service that made appointments for them except they never got them. Uh, okay...why hasn't anyone done anything about this?!?! I was originally going to wait but it turned out my fiance and I could run some errands so we did. 10 minutes after leaving I remembered part of my lost service request included updating Sync if it was needed so I tried calling to tell them. No answer, on several attempts. No matter, I had things to do and it was just a stupid update but...really? Not even the guy doing absolutely nothing can answer the phones?? On our way back, more than two hours later, we tried to call again to see if it was ready, and again no answers. So I called the front desk line and she sounded like I was interrupting her entire day and was useless. Me: "I' was calling to get an update on my car" her: "...did you try calling the service department?" Me: "yes and no one has been answering. I tried calling earlier too." her: "uh huh. Well they get really busy...so...I don't know what to tell you." HOW ABOUT YOU RUN OVER THERE AND ASK SOMEONE? I hung up. My fiance, already at his boiling point, called himself and got her again and suddenly this time, cuz it's a man on the phone, she was able to put him through...only to put him on hold for over 15 solid minutes. Inexcusible. Not 5 minutes later (we were right down the road which was why we wanted to see if we could pick it up on our way home) we arrived and found they were all still at their desks chit chatting away but looking pissed. My advisor, was very apologetic and all that but I still don't understand why there isn't anyone to answer the phones or at least be well trained in providing excellent customer service. I mentioned the Sync update and he said "that will be another 45 minutes". I said no cuz I wanted nothing more to do with this place and I had things to do and suddenly the guy behind him was on his feet checking for an update and said there wasn't one. That took all of 5 whole seconds. When I went to pay the harrassed looking woman at the cashier quoted me $125 after I had been told $90...effectively ending my relationship with this dealership. read more

DONT pay attention to the WOW price its BS!!! They list msrp that already has delivery included then add delivery back in after the posted WOW price, all a game. Added rebates you will never get and you will never qualify for every rebate listed. Do not trust any price you see listed, it will be several thousand more than the so called WOW BS price. read more

Koons is a dealership that really thinks they've got something special to offer. The fact is, a Ford is a Ford, and their arrogance and crappy sales tactics were not appreciated. I don't recommend anyone buying from here unless you feel like getting hassled by the salesman. read more

I recently stopped by Koons Sterling Ford because my transmission light was on. They charged me $180 for a diagnostic test. It turned out that my gear shifter in my brand new 2020 F150 was slightly off. Meaning when I put it in park, the car would sometimes thing it was in reverse. That is what was triggering the light. My car had 40k miles on it, but it was less then a year old. They said it would be $1300 to fix, which included a rate of $800 for labor. I spoke to the service manager Geoff Bennet, and asked if this was covered under warranty. He said no, that the limited warranty was 36k or 3 years, which ever came first. I don't have a problem paying, but charging that amount to fix my brand new, $50,000 truck is redic. I shouldn't be having problems after one year. Looking to sell my truck now. I will never do business with this place again. The service manager Geoff, only cares about billing , not customer service. read more

I hate this place. First 2 times they said I didn't have an appointment, so second time I called 2 times to make sure and they still said no,we don't have you. 3 days ago my 2013 ford focus start making some thumping noise,so I made an appointment to check it out, got there,ready to wait and was told I have to wait 3 hours before they can get it in!! So what's the point of appointment??? OK,I waited...they told me I need new tires . ok, maybe...was going to get second opinion. The next day the nail I had in my tire fell out and that's what was thumping. WTH...the nail was huge,left a big print..there is no way they could of missed it,but I'm 100% positive that nobody looked at my car...Do not go there!!!!! read more

I've just ended a 6 to 8 week cycle of trying to get two warranty repairs taken care of on my 2013 Explorer. I ultimately needed a new shifter mechanism and new motor and struts for the power lift gate. During my first appointment, they diagnosed the shift lever and said they needed to order the parts for that, and that they had "no idea what was wrong with the tailgate" and that I would have to schedule another appointment and plan to leave the vehicle overnight, even though they had had it the entire day. So I called back the next week to schedule the appointment to replace the shift mechanism with the parts that had now arrived, and to diagnose and hopefully fix the tailgate. I requested a loaner car since I had to leave it overnight and I had places to go, like my job, and they said in order to get a loaner car I would have to wait 2 more weeks for the appointment. So I bit the bullet and scheduled the appointment for two weeks out, all the while living with the fact that my lift gate wouldn't say open and would keep shutting on my head. When the appointment came, I brought the vehicle in, and they had no loaner car for me. They told me that would have a car once someone brought one back, which could be any time, or never. After sitting there for an hour, they told me they were taking me to Enterprise rental car. I assumed, since my repairs are warranty repairs and since I was promised a loaner car, that I would pay nothing to Enterprise. I was wrong. The dealership expected me to pay for the rental car. Ridiculous! Once I found this out, I had them drive me home. I called multiple times that day to check on the status of my car. I asked generally for Service and I got voice mail at least 4 times. Then I asked specifically for my advisor, and I got his voice mail. I left messages in the Service mailbox and in my advisor's mailbox, but I never got a call back. Finally around 4:00 pm, I got through and someone actually picked up the phone. After them not having any idea what the status of my car was, they called me back 10 minutes later and said "We messed up. Your car was never worked on at all today. We lost track of it.". Are you kidding me!!!! I really wanted to just go get the car and never bring it back there again. But since the car was already there and the parts were already ordered and now in stock, I decided to leave it overnight and get she shift mechanism repaired the next day. They did do this the next day and told me I needed to order the parts for the tailgate. I decided to have them order the parts and fix the tailgate, which they did yesterday. Given the unprofessionalism I experienced at Koons including losing track of my vehicle, barely even answering the phone, never calling me back, never knowing the status of my vehicle, and most of the time not knowing who I was or who my advisor was, I am never taking my vehicle back to Koons Sterling Ford. Based on my experience, I suspect there are many others like me that have experienced similar. read more

Definitely not recommending that you buy a new car from Koons Ford Sterling. I will simply stick to the facts and you can decide if you want to risk dealing with them. I bought a brand new Edge back in October 2018. They removed the sales discount in the final paper work. My bad for not catching it at the time but it was late and I had been there for hours. On top of that and as if that wasn't bad enough, they didn't send me the tags until December. They sent me 2 extra 30 day tags but kept giving me the run around as to why the tag work wasn't getting done. When the first set of tags were about to expire, I called to find out why I hadn't received my tags. If I hadn't called I doubt they would have even contacted me or sent me replacement temp tags. They said the address they had was wrong, this was true, I did have to send a change of address. However, they appeared to have known that the address was wrong for some time. Yet they never called me. That was the first set of 30 day tags. They issued the second set however, their lack of action continued. No change of address to deal with that time but that set of temp tags expired as well and still no permanent tags. They sent the third set. They were about 2 weeks from expiring and still no tags, I wound up having to call the sales manager. I didn't ream him out but I did firmly express my dissatisfaction with what we were dealing with. I was professional, I also explained that we were going out of state and needed the permanent tags as the temps would expire while we were gone. He assured me he would take care of it right away. It took about another 10 days. Still no contact, no updates so I wound up calling every day. I even tried to contact the GM but he didn't answer and his voicemail box was full. The sales manager never answered or returned any of my calls. I always left a polite, professional message, "please contact me with a status on my tags". However, my last message to him wasn't so nice. I found his lack of any response whatsoever unprofessional and rude. The next day after my last voicemail, he did send an email with a tracking number indicating the tags had been shipped. He said he was out of the office for the past 2 days. Doubtful. If I hadn't persisted, I doubt if I would have the tags even now. I have bought many new cars in the last 30 years. I can honestly say that I have never had such a terrible experience purchasing a new vehicle. My experience buying a car from Koons Ford Sterling was indeed memorable, but for all the wrong reasons. I will never buy anything from them again. I guess they are so big they don't care about how they treat their customers. So, take this review as you will. If you do decide to buy a car from these guys, be prepared. read more

In fairness to Koons, I wanted to provide an update to my original review. Several hours (at least 5) after posting my review I returned to the dealership to ascertain the status was with my vehicle. Over the course of the five hours, no one attempted to contact me with a status. The manager was there and he apologized for the miscommunication and explained that unbeknownst to him, the contracted guy who repairs the bumpers had canceled after he'd left the previous work day. He offered that I keep the loaner which I had been given and that they keep my vehicle overnight, the repair would be done the next day and then I could pick the up the vehicle after all of the repairs were done. Although I understood about the contractor and the way forward made perfect sense, it was a little frustrating as this is exactly what i was trying to get the salesman who I was originally working with to do from the very beginning (over 2 months ago). I received a call the next afternoon informing me that the repairs had been completed and the vehicle was ready for pick-up. I work over an hour away from the dealership with normal traffic so I requested to pick the car up the next morning to which the manager agreed. On Saturday morning the salesman called me around 8 am to remind me that the vehicle was ready and wanted to know when was I "returning the loaner". I arrived at the dealership around 11 a.m. and was promptly met. The salesman who I had been initially working with greeted me and then promptly took me to my truck. Overall, the repairs were done very nicely, however one plastic piece which was obviously damaged with the original damage they claim was done by their employee had not been replaced. This is something most people wouldn't notice, but I of course did and do notice and I pointed it out to the salesman before i left the dealership on Thursday. Nonetheless, the repair that had been done was done well. As the Salesman hands me the key to my truck, he asks me to do him a favor which was to take down the review that I had posted. I initially considered his request, however decided against it because, first, I stand by my initial review and rating. Nothing I said in this review was false or misleading. Second, his being in sales and customer service are inextricably intertwined but in my opinion he did nothing to retain my business. I was the initiator in every aspect of this transaction. Had he used half the initiative that he showed in trying to entice me to come and view and purchase the vehicle, it would have went a long way. Then thirdly, maybe even a courtesy wash would have been a simple enough gesture when I picked up my vehicle but what i did receive was what felt to me was akin to "are you satisfied now?"; followed by a request to remove the review. To boil this down, my biggest issue with the entire process was the lack of effective communication. Communication with Mark the sales manager was good, but he's busy and it seems that the same level of professionalism and communication was not shared across the team. No one seemed empowered to make a decision to make this right thus causing me lost time at work and lots of time sitting in traffic. read more

Dishonest dealership you should avoid. I communicated for days with a salesman about a used Fiesta and was upfront about what my maximum price was. He assured me we could make a deal. I emailed with him the morning that I was going out there and then 30 minutes before I arrived - then I show up and they have sold the vehicle within the last 30 minutes (yeah right). I gave him the benefit of the doubt and his manager assured me that he could do a new model Fiesta for the same price. They then engaged in classic car dealership games and delay tactics in an attempt to keep me on the hook and hope I would increase my max, even though I had been crystal clear. Waste of my time and you should avoid at all costs. read more

Read the reviews here before booking service. $160 for oil change and tire rotation. I feel violated and ripped off. Do not use this garage under any circumstances. Based on experience I would not purchase a vehicle here. If they are ripping off customers in the service department be sure they will do the same thing on a more significant purchase. Update: the garage called me to discuss this review. They claim $160 is a fair price. A quick search of the internet I was able to find a FORD WORKS vehicle checkup for $29.99 which includes the oil and wheel rotation. Volvoline full synthetic change at Sears is $48.00. Meineke is $54.00 with wheel rotation. Motorcraft oil in independent tests is a middle of the pack of synthetic oils - nothing special. As stated this garage is a rip off. Do no use and do not believe what they are telling you concerning pricing. read more

My wife and I had an awful experience buying our used 2015 Ford Explorer at Koons in Sterling. At first, we were pretty well taken care of. We were able to work with the salesman and came in knowing the car we wanted. We noticed a few obvious blemishes on the interior and they were willing to fix it at no cost. Less than a month later we noticed rust on the inside of the car on the metal underneath the rear bench seat as well as under the car. We took it in and they were only willing to fix some of the interior pieces saying that the rest is "safe rust." 6 months after purchase, we got a flat tire and took it into another Ford dealership and they recommended 4 new tires because the tires on it were the originals and were nearly worn out. Now, 8 months after purchase, we took the car in to get the driver side interior door panel replaced because it was peeling up (covered under warranty) and they said the break pads and rotors need to be replaced because there was uneven wear. To top it all off, we now have a leak in the roof (hopefully covered under warranty) We haven't had many experiences with the stereotypical used car salesman, but we certainly did at Koons. Unfortunately they are more concerned about their bottom line than customer service and we are now paying to fix the car we should have purchased from the beginning. Be sure to inspect the car thoroughly before you buy at Koons. read more

Oh how I wished I had read these comments first before taking our car here for a service. Actually the service was a side note, what I actually went for was a burning smell coming from my car, which I was very concerned about, but as I was getting close to service time I decided to get the oil change done there too. I booked an appointment for 10:30am. when I arrived the place was extremely busy and no where to park. I told the person I had an appointment with Joe, he said Joe was not even working that day? So I walked in a lady took the keys and did my paperwork. I asked how long it would all take, she said around 3 hours. (I am not entirely sure what is the point in taking appointments if you are still going to tend to the walk up people first???) I explained again, to the person there about the burning smell and my concerns (it's a new Ford Explorer) and went home. 2 and a half hours later I called... and called and called. nearly 4 hours later I finally managed to get hold of someone and they said the car was ready! Great! went back, spoke to the nice lady on the counter. Looked at the paper work "Couldn't recreate fault" I had told them it was very easy to replicate, it happens within about 10 mins of driving. There is absolutely no way they even tested the car. I then spoke to another person who explained I would need to rent a car and leave it with them for the day if I wanted them to investigate it. That is fair enough but why wasn't this explained to me when I called to book the appointment in the first place? Upset and annoyed, I got back in my car and drove home. Funnily enough after 10 minutes the burning smell was back!!! I will not be returning to this service centre. Very disappointed. read more