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

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

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

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

From: David Telfer [mailto:david.telfer@koons.com] Sent: Thursday, February 21, 2013 9:37 AM To: Kiefer, Thomas D Subject: EXTERNAL: FW: Yelp Posting as of this morning. Mr. Kiefer, Thanks for the email, and my apologies for your negative experience. I will contact our Customer Relations Director at our Sterling location to get some background on this situation, and will be in touch. Again, my apologies to you. Dave Telfer | Director, Digital & Social Media Koons Automotive Companies | 2000 Chain Bridge Road | Vienna, VA 22182 Email: david.telfer@koons.com Facebook: facebook.com/koonsauto Twitter: twitter.com/koonsauto www.koons.com This is what I received from Koons Ford. I have not heard anything further from them since February 21, 2013 read more

We get our Ford Focus serviced here. I do have a maintenance plan, and that covers most items directly in addition to the run of the mill new car warranty stuff, so there's very little thus far that we actually need to pay for out of pocket. Where Koons Sterling Ford misses the mark is in a few key areas and just general attention to detail. My wife made an appointment in the morning, dropped her car off, got a shuttle ride to her work. When she returned that afternoon she was told that the car was not ready yet. We only brought it in for 22k mile service, state inspection and emissions. When she came to pick the car up (after work and at the time she said she'd be back) she was told it was not ready. I also received an email from the service department informing me that my car's repair order was created at this time, this leads me to believe that someone forgot to properly "check in" the car so the tech didn't know it was in his queue. Stuff happens and people make mistakes. The service manager saw that my wife was becoming agitated and offered her a free loaner for her trouble, since she had another appointment that she was already late for. The loaner was basically on E, which is a bummer, but luckily we don't live far, again, stuff happens. They were very apologetic and genuine when she picked it up but it's really the little things that make a big difference, and the extra trip my wife had to make. They did take care of the cost of the State Inspection and Emissions (I have the maintenance plan so I didn't pay for the maintenance visit) so that was a little something nice. I also noticed that the Ford inspection sheet was not filled out at all. There were no measurements of the brake pad thickness or tire depth no indication of anything it was blank. This was all supposed to be part of the service that my car "received" Why a blank inspection sheet was stapled to my invoice is anyone's guess. They could have run it through the car wash, or topped off the gas or vacuumed the interior or something else to make up for the confusion and extra trips, maybe I'm asking too much, or maybe I'm spoiled from the place that I have my car serviced. I'm still giving 3 stars and I'll continue to get my Ford serviced here. Hopefully things get better. 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

How disappointing. I am leaving this as a firm warning to stay far away from this particular dealership. Let me paint the full picture. My wife's 2012 Ford Focus would not start on a Friday morning. We had it towed to our local mechanic, for review. Within an hour they had diagnosed that there were computer issues. They would not be able to handle it as it would have to be corrected by a Ford Dealership. We then have the car towed to Ford Koons Sterling. This is where all of our woes for the next 7 days would come up. Friday goes by, no word. Understandable. We did not have an appointment and assumed it would take a couple of days to diagnose and correct the issue. Monday there is a 7:45 a.m. appointment. Several hours later there has been no word. We then follow up with a call. After 20 minutes of being on hold and transferred to the wrong service advisor we are told the problem remains undiagnosed. Tuesday, late afternoon we call again and leave a message. After we call again we are told the problem is still undiagnosed. Wednesday, a service member follows up and tells my wife the car needs a new Transmission Module and strongly recommends a new battery. Hmm. I know the average battery life is 3-5 years, but there were no indicating issues on the car start-up that would lead us to believe a new battery was needed, but we accepted. Still no word on when the car would be completed. We then learn that they are strongly recommending services that would amass to an additional $800. I reach out to our local mechanic who provides a quote of $600. I follow up with your service member and they mention that they would go down to $700. I say that we want to cancel all additional services aside from the transmission module (AKA the only thing we have to do to drive the car off the lot). She asks why, I decline to provide any additional feedback. She says not to do one of the more expensive service options anywhere else, as only they have the machinery to do it. Sure. A simple attempt to save the sale. Friday, 7 days later, we go to pick up the car. The new battery was installed anyway. When reading through the service notes, I notice that the battery had to be removed in order to install the new transmission module. I ask what the remaining charge on the old battery was, and why we needed a new one. There is nothing indicating a new battery was needed. At this point, a start to feel the disappointment increasing. We take the car to our local mechanic and within 2 hours they indicate that none of the previously recommended services were needed and our car was ready for pick up. Now I am mad. And, truth be told, very sad. To know that people operate like this is nothing short of appalling. Your service member manipulated and exacerbated non issues to sell services that were not needed while preying on the naiveté of her customers. If you want to spend more time and more money than needed to get your car fixed, then this is your place. TL:DR Took 7 days to repair recall/warranty item, attempted sale of $800 unnecessary additional service. Stay away! 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

This dealership is not capable of honest auto mechanic work and would rather make excuses. When multiple repair attempts fail they will declare issues as "normal" to push the customer out the door. Over 30 days of warranty repair work on a car less than 1 year old and less than 10,000 miles. I am fed up with working with Koons Sterling Ford. The service department was not capable of performing warranty repairs and repeatedly returned my car with the original problem. Funny, they had no problem charging Ford for the repair work. I wonder if any work was actually done? Do yourself a favor and look elsewhere. read more

Are you thinking of doing business with KOONS FORD OR FORD MOTOR CREDIT? YOU HAVE BEEN WARNED!!!!!!!!!!!! _______________________________________ Bob, I want my late fees back. Also tell Ford to stop calling my house. It is harassment. I will attempt to make a payment again on Saturday when I return to the US. IN THE MEANTIME STOP CALLING MY WIFE AT HOME. From: To: Subject: ACCOUNT Date: Wed, 12 Mar 2014 16:50:48 -0700 Bob, I wanted to follow-up from our discussion earlier today and express my extreme dissatisfaction with the cumbersome process required to establish an on-line payment process for my monthly lease. When I leased the car from you late last year I was told that I could not, at the time of purchase, establish a monthly draft from my account. This would have been the easiest way to establish payment. However, you indicated I would have to go in, at a future date, to Ford Motor Credit and establish an on-line payment and recurring draft. I did that. However, as was now pointed out to me by a representative at Ford Motor Credit, that my payment back in December was 5 days past due. I made a payment and it was accepted however the recurring nature of the draft was not allowed. I did not go in at a later date to re-establish the monthly payment. My account is now 60 days past due. I am in Hong Kong currently on business and am trying to handle this issue with a 12-hour timezone difference. My wife indicated that REPOMAN came to our house. Ford Motor Credit contacts the house daily. My wife begged them to email me directly as I am out of the country - but - they indicated that they can not email me!!! Why? Anyway, I called Ford Motor Credit. I asked what the issue was as I had already set-up automatic withdraw from my accounts. That was when i was informed that, yes I had made a payment and established an account but due to making it 5 days late the recurring draft was not enabled. I went on-line, with Ford Motor Credit AND THEY WOULD NOT TAKE A CREDIT CARD OR BANK DRAFT AT THIS POINT. SO NOW I GET TO GO TO MONEYGRAM AND ATTEMPT TO PAY THAT WAY AND THEN I STILL HAVE TO GO BACK INTO THE FORD MOTOR CREDIT WEBSITE AT SOME FUTURE DATE AND ATTEMPT TO ESTABLISH A RECURRING DRAFT. IS FORD MOTOR CREDIT TRYING TO FXXKING TORTURE ME? For fun, you guys should play the recorded conversation I just had with your credit representative. I was not very complementary of Ford, Ford Motor Credit or "Crystal" Koons. Let me be clear that I you were great as my salesperson. I have no issue with you personally. Please do me TWO favors Bob. Once you verify the MoneyGram, please get this removed from my credit report completely. Secondly, please ask Ford Motor Credit to establish the recurring draft. I do not want to have to attempt yet again to do that. I am done. I am beside myself angry with this ridiculous process. Regards, A - Email me (if you can) as I am out of the country. I will now ATTEMPT to send a MoneyGram. Wish me luck. UPDATE: I WENT TO MONEYGRAM. I TRIED TO SEARCH ON FORD MOTOR CREDIT COMPANY AS YOUR WEBSITE INDICATES THAT IS THE APPROPRIATE ENTITY. NOTHING FOUND. I FINALLY GO WITH FORD CREDIT AND VOILA! 20 minutes later, after numerous attempts to create a fucking password (you need a god-damned special character like # or $ or % in your password string - nice) I GET THE FOLLOWING FUCKING MESSAGE, BOB: We've experienced a temporary system issue. Please call 1-800-922-7146 for assistance. Now I have missed my train to Macau. I am determined to fix this fucking issue today. Everyone now sucks in my mind at Ford. Ok, it's 7:38 and I am on hold waiting for a Customer Service Representative. It is 7:45 and I have been disconnected. I am thinking of posting this on YELP! I am now speaking with Ruben. He is very sorry for the inconvenience. He sees my profile. Apparently their system could not verify my identity???? He will open a security ticket. He asks me: You are trying to make a payment, right? (I think no asshole I am here just to say hi). First question is what state is your social security number issued? I say Virginia. He says that is correct. He also asks if I am out of the country. I say yes. He says the system will not activate for me because I am in a foreign coUntry. He will not be allowed to make the payment on-line. I TELL HIM TO FUCK OFF. AND THAT IS THE END OF MY STORY. FUCK OFF. ALL OF YOU CAN FUCK OFF. 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

I had to purchase some proprietary rivets for my license plate. I went to the service center and asked how much it would cost to install them. They asked for my keys I sat for a total of 10 minutes and they installed it absolutely free. Very friendly employees that went out of their way to make my day easy. read more

Koons should get a "One Star" rating, but they eventually fixed the problem on the warranty, and at no cost. Initially, I dropped off my 2016 Fusion the night before and left the key in the night box. My problem was a "service advance trac" warning light on the instrument panel. Early the next day (8/9/2018), Allen called to state the battery was dead and I needed a new Motorcraft battery at $200.00. I told him that was unlikely since the car was only 2+ years old; I advised Allen to charge the battery and proceed with the diagnosis; however, he insisted he needed a new battery to diagnose. I told him to park the car without further service and I would buy a better battery (at half his price) if I determined a battery was really needed... 45 minutes later, Allen called my daughter, who had the same car at Koons several days earlier for an unrelated issue. I called Allen back and left a message to inform him I intended to report this incident to Yelp and Trip Advisor if my battery proved to be OK. Five minutes, later Allen called to report he started my car and his Technician was wrong about the battery. Four hours later, Allen called to state my car was ready to pick up at NO COST. Normally, I would overlook the DISHONESTY of the initial evaluation because the car was repaired, at no cost; however, my son's girlfriend experienced the same BATTERY SCAM at Koons Ford two years earlier and it's called FRAUD.... Otherwise, my Ford Fusion Hybrid is a fantastic car with 47,000 miles!! I get 52 MPG in warm weather; 48 in the Winter. Congrats Ford Motor Corp, your Hybrid has more room and superior performance, compared to the Toyota hybrid, but you must SUPERVISE and repair the integrity of KOONS FORD Service Dept. read more

Rick Altunkaya was a awesome sales person. He was very knowledgeable and helped me through the process of buying a car! He made it very easy! I will be coming back to koons sterling read more

I'm a Mustang owner and this my experience with Koons has been pretty consistent. Today I'll share my experience with the Service Center (however the sales/dealer is on par) I booked a Sunday night an appointment online at Koons Sterling service center with "Fleming Greg" for Monday 4:30, the slot was available and even later slots (up to 4:45) were available, after all the business hours are, according to the website Monday: 7:30am-7:00pm. So arrive to the service center and as usual nobody pays attention to me, not even a hello or "will be right with you sir". A mechanic feels and notices me and says hello to me. I'm still waiting and after 5/7 mins someone finally takes my name and look at my appointment. Finally he says "ho no you can't book an oil change at 4:30 my guys leaves at 5, let me reschedule you for tomorrow" without any form of apology whatsoever. The guy is apparently the service advisor (Joey Stickman)... Seriously, tomorrow ? why an oil change will take more than 30 mins ? While I could eventually understand that the oil change will take more than 30mins I don't understand why nobody informed me before when the manager arrives in the office Monday morning don't they check the schedule ? Of course I leave, very desapointed by the lack of concern from Joey who seems to think that I can leave my job early every day for the sake of an oil change... Just when thought this story was behind me the day after I receive a call for their front desk apparently to inform me that I missed my appointment on Monday like I did not show up. Apparently, Joey was not willing to assume the responsibility of not taking my car to service it and then lied. Need I say more ? Of course your mileage may vary but it's been a consistent experience for me at Koons Sterling. read more

Been buying our vehicles and taking them back for service for the last 15 years. Joey has always been friendly from helping my Mom with her crazy schedule to taking care of my bro and I. Recently, I have seen some negative comments. I can positively say I have never had an issue here. Strongly recommend this team. Thanks for the years of continued excellent service Joey and team read more

I typically do not enjoy the car purchasing experience, but my experience purchasing my new Explorer at Koons was very different. There was no haggling over each individual vehicle. They provided their best "out the door" price and my husband and I felt it was a very good deal based on our experience at another Ford dealership. We contacted Jason before heading in, and he had the vehicle we were interested in being washed up for us before we even got there. Steve was a pleasure to work with and was very efficient. Once we got back to financing, Mike was willing to play with the numbers for us for several scenarios which helped us make sure we were comfortable with our monthly payment. This is our 2nd purchase at Koons, and both time haves been wonderful. We will be sure to go back to Koons with any future purchases. read more

Courteous, friendly, accommodating, and anticipatory service. Great communication, from sales staff on through the service department. And buy a car from one of these people and they'll help you in any way - with the Sync technology, other features, getting a service time on a crowded schedule, putting you in touch with the right tech, etc. - for the rest of your life. I recognize you can't please everyone, and I'm generally the grump no one can please. But we love these folks (and who EVER says that about a car dealership?). read more

So far so good. Working with Greg who is assisting me with buying a new truck. We haven't come to an agreement on price just yet but uo to this point he has been honest, truthful and thorough. This is an out of state purchase. I'll update regardless of the outcome.. read more

After searching for a few weeks and nearly buying a used truck, we met Alex Assefa at Koons Sterling Ford. Alex went above and beyond to listen to our needs, give us several options that worked for us! He kept us informed of the process every step of the way. Alex was the ONLY salesperson that we came across in our search that truly worked for us and showed sincere care. With 4 kids in tow, Alex made the process smooth and painless and made our buying experience a definite 5 star event. Thanks to Koons and Alex Assefa! We can't wait to refer all of our friends! read more

THANK YOU, THANK YOU, THANK YOU! Sterling Ford's service department knows what Customer Service is all about! Special thanks to Laurel and Eric for making it happen! We left Oregon on Sept 4 with my new Ford F-150 and new Lance travel trailer with a schedule to hit All States In The Lower 48 in six weeks. Incident near Harper's Ferry WV left me with a broken driver's side view mirror. This store expedited parts delivery and had me on the road again, only impacting my schedule by 6 hours! Made it to Pinehurst NC the night we were scheduled to be there! Oh yes, they also performed the oil change/service the truck had been screaming for since we left Iowa. This made Pensacola FL on my Birthday a reality! Thelma & Louise made all 48 states without any further damage and had an amazing time seeing the country! We planned for 42 days and arrived home safely on day 37! Thank you again! @2017TandL read more

Worst service ever. Do not believe a word these sales people tell you when they sell your car. I have had to bring my BRAND NEW explorer into the shop 4 times since I've bought it 6 months ago for tire issues. I've explained that I want them replaced under the warranty. I'm told that it's not the dealers problem. Seriously. They gave me the number to fords customer service. This morning one of my tires was at 22psi. I've told the dealer that they need to consider how unsafe it is for their customers to drive around on faulty tires. Guess what...I should call customer service. Thanks Koons, for reminding me why a person should never spend their money on a Ford. read more

I have been a long term customer but this last service was terrible. They kept lying to me about when the car would be ready. All I needed was to get the wheel replaced and an alignment. It has taken a week. They keep telling me it will be ready tomorrow but then keep delaying. This is the fifth time they changed the time it would be ready. It also had been impossible to get anyone in the service department to answer the photos be. I keep having to go to the dealership just awful. read more

Terrible first impression of the service department. About six months ago I purchased a car at Koons Ford in Sterling. Now that it was time for the oil change, I figured I would schedule online so I scheduled an appointment for a fully synthetic oil change. I went to the service department and the service rep told me it would take a while so I patiently waited. After receiving the invoice, I noticed they did not use the fully synthetic as I requested and used a synthetic blend. When I told the service rep about this, she tells me that I really don't need fully synthetic for my Mustang. I then informed the rep that I requested this at the time I scheduled the appointment, she still tried to brush it off and only then offered to change the oil as requested. However, I was told that it would take 2 hours to get that done. Seeing that I had an appointment to go to and the fact that I already waited for 2 hours, I was hoping they would at least take care of the cost of the oil change as they clearly dropped the ball on this one. The only thing they could offer me was another 2 hour wait, so I paid for my oil change and left. Needless to say, I will not be coming back to this dealer for service. If they can't get an oil change right, what can they do? read more

Yes, 5 stars. I don't usually rate a business with 5-stars. Like, never. But, this time, it is warranted for sure. I bought a used car here about 2 weeks ago and it has been a perfect car -- including the effortless, transparent, respectful transaction at Koons Sterling. The associate that took care of me is named Samir Kerboussi. He was amazing -- very knowledgeable, patient and professional. I could not have asked any more questions! All I got was direct, clear accurate answers. So, go to Koons Sterling Ford for a used car and ask for Samir Kerboussi. read more

In 2015 I purchased my vehicle from the Koons sterling, VA location. In the beginning the customer service was excellent. On my last visit with them in January 2020, they kept my vehicle over night to work on a recall notice. When I walked inside there were at least 4 people at their desks, yet no one acknowledged my presence, to a point where the attendant who took my keys outside felt uncomfortable. I walked up to a guy helping a customer and asked him if he would help me after he is done with his customer. That is when he asked Mike to help me out. When I picked up my vehicle I talk to the girl at the window and she said I didn't owe anything, so I drove to work and then home. The next morning, I noticed a huge scrape of paint off on the driver side front tire. I immediately called and kept getting transferred over from on person to the other. I finally left a voicemail about the issue and got a call back. They claimed that the car left their location without the scrape. They told me that they will check the camera footage to validate their story. Mike then started texting me about a 100-dollar bill I had to pay. The person I spoke to insisted that they didn't scrape my car, but he wanted me to bring it in so he could fix it if I agreed to lie and leave a great review online for them. He also added that if I leave a good review, I didn't have to pay the hundred dollars. He then said that he would send me video proof that they didn't scrape my car. When I received the email, it wasn't a video it was simply a picture of the whole lot with cars. My car was no where to be found in the photo they send. That made me feel as if they think I was stupid. I have bought the service warranty plan with them, but because of everything I experienced with this location I simply don't want to go back. I called Ford customer service to complain, but I was simply told to take my car somewhere else for maintenance servicing. I am very upset because the goal shouldn't be obtaining new customers the goal should be both getting new customers and making sure the old customers bring their business to you again and again. All of this has created a hostile environment for me to a point where I can't take my vehicle there anymore for servicing. I wish there were zero stars to give. read more

Over the last 15 or so years my family has bought 5 cars from Koons Sterling Ford. They were always a good dealership (not great) gave good pricing and pretty good service. I purchased a vehicle in June of 2012 and the sales, price and attention was amazing. Everyone was nice and willing to help me and get me the best deal possible. In April '13 I took my car in for service. I made an apt at 1pm. I got there at 12:45 and my car was taken in the shop right away and said it should take about 90 minutes. After 15 minutes they told me about my inspection expiring in May and said they can do it, even though I would lose a month, but would avoid a trip back or sitting in a looooong line somewhere. They did the oil change, filters, fluids, inspection and looked the car over all in about an hour. They exceeded my expectations plus saved me probably 2 hours of sitting in an inspection line somewhere else. With my new car purchase I bought an extended warranty and service plan for a very reasonable price (just a synthetic oil change is $100 not to mention other services like brakes and clutch etc.) so all I had to pay was $16 for the inspection. I've always felt welcomed in the dealership and everyone is always nice to me. I feel they have moved from a GOOD dealership to a GREAT dealership. Buying a car is not easy and servicing a car can be a pain too. But they made the whole process really easy for me and I have even brought a friend that purchased a car from them as well and will continue to do so. Thanks!! read more

Mr. Stephen Arnold is Fantastic! I went to him and told him everything i was looking if for my new purchase so he said let me see what i can find you, and then came back and showed me this beautiful 2014 Ford Escape which had everything i was looking for! I love the car so far, it drives beautifully and everything about it is great. I probably would of never looked at the Escape if it wasn't for Mr. Arnold. He was tremendous help and i recommend him 100%. Thanks a lot Koons! read more

The Koons Ford service department has always done a great job for me. The customer waiting area is clean and comfortable and sometimes in the summer you can even get a free hot dog while you wait. I'd recommend Koons Ford for any service needs. read more

My experience at Koons Sterling Ford was impeccable! Jon Chinn helped me with my 2015 Ford Fiesta and I was extremely pleased with his service. Very understanding and patient. I also had to interact a bit with Jessica Elliot and she was amazing! Very hard to find companies where their entire staff is so helpful and caring. I've already recommended this place to multiple people and I will continue to do so. Thanks so much Koons Sterling Ford! You're the best! read more

Thanks to all of the folks at Koons Ford in Sterling especially Glen. I've spent lots of time in car dealerships and this was the best experience I've ever had. I did my research and was prepared to negotiate but didn't need to. I got more than fair offers on the car and on the service packages. Also, Glen took the time to help me shake off the rust of driving a manual transmission. Great customer service all around. I highly recommend. read more

Just completed a recall on my Focus, the service visit was less than two hours. I suspect that the work took less, but it was under warranty and I was not in a hurry. As usual everyone on staff is very polite and professional and the waiting room facilities are very nice. read more

I had wonderful and quick service. I had called the dealership the day before to schedule an appointment, and told Joe exactly what I was looking for. I text him when I was in my was today. He had the keys for the cars I wanted to test waiting to go. Joe is very friendly and doesn't pressure about selling anything. I finally picked out my car, and then met the financing guy, Danny, who incidentally was the one to help me as I walked in, because the others at the desk were busy. He got me a wonderful dear, very low APR. He was patient and explained all the options available, and worked out a deal to get us the best warranty package. I'd buy from Joe and Danny any day read more

Not sure why this place has low reviews. The staff has always been exceptionally kind from when I purchased my vehicle to when I get it serviced. They take care of all matters quickly and pay attention to my needs as if I was the only customer. This has been the best dealership that I've ever worked with! read more

We were in urgent need of service and went to Koons where we were greeted by Laurel O'Connor who recognized the immediacy of our need as we were a few hours from driving our daughter off to college when we noticed a parking sensor had fallen in. Apparently this was from when we had a fender bender out of town and the insurance recommended repair shop didn't secure it properly. Regardless - Ms. O'Connor came to our rescue, got us fixed up, and on our way off to college the same day, right on schedule. I couldn't ask for better service or support for my family. Thank you! read more

I scheduled a recall repair for my Mustang. I received the email reminder notification from Koons of Sterling about the appointment. This prompted me to call the day before the appointment to make sure the recall part was in stock. I was advised by Koons that the part for the repair was in stock and to bring the vehicle in for the repair. I arrive on the morning of the repair for a scheduled 7:15 am appointment and check in at the service desk. Then around 8 am I am visited in the customer waiting room by a service representative and advised they don't have the part, and have no idea when they will. Just can't make it up. read more

A "dealership" that will take your money and claim Ford service, but not actually fix anything and waste your time. The "mechanics" they have on staff are sub-par, the office staff is less than pleasant and incompetent at best. Avoid at all costs. read more

Alan was wonderful as always and greeted me with a big smile. I walk away feeling as though I am his only customer. He always gives me a heads up if he thinks I need additonal work on the car. He is honest with his estimates and also lets me know how long I can drive my car before I 'must' need the work done. I feel like I am dealing with family. It must be why I always come back. GREAT JOB! read more