i did have a problem with my new 2011 ford taurus and when i brought it in for service the service writer was polite, replaced what needed to be replaced and ordered what needed to be ordered. There was a disconnect between the ordering of the part and follow up but when i went back to check on the ordered part through the customer service rep, i received the best of the best professionalism and within 3 days the part had come in, i was notified, and the part was replaced without a problem. in and out in a flash. i understand this is not the case each and every time we go to get work done on our car or go to the store or even a doctor appointment. but we have to keep in mind that people are people and mistakes will be made. i do not fault koons ford or any of their employees for this mishap. sometimes it just happens. justin humphrey read more

I bought my 2011 Ford Fiesta from this location approximately 2 years ago... and it was one of the most rewarding decisions I have ever made. First car purchase for me (previous vehicle was given to me)...so I was doing my due diligence comparing prices from all nearby dealerships. I was also in the market since my previous car (93' Saturn) was no longer working...thus I was without a form of transportation during my car hunt. This particular location had the best sticker price at the time so I decided to check them out. Enrique Rivera was the car salesman who assisted me from beginning till end. I never felt pressured, he understood where I was coming from, and respected me trying to be an informed customer. My mind was at ease when I decided to purchase a Ford Fiesta...however, the one I was particularly keen on was unfortunately not in the color/version I desired (automatic / Dark Grey color scheme). He went above and beyond by locating the version I desired from another Ford dealership 250+ miles away...he was able to deliver it to Sterling, VA within 2 days... He also provided me a vehicle to drive around with in the interim given that I didn't have a vehicle at the time. We all can recall how nervous and stressful the "1st Car Purchase" may be...yet for me I can peacefully state mines was very much extraordinary. I just would like to commend this location for offering a great experience for me...as well as Enrique. I'm a very selective individual when it comes to trusting people...but Enrique came across as a very genuine person, thank you again. I hope for those who read my message can include Koons at Sterling / Enrique a chance to earn your business. read more

I recently purchased a vehicle from Koons Sterling Ford after some lengthy research online on Ford Mustangs & was eyeing one on their lot for about a week or so. I have to say, from the second I walked through the door to when I drove off the lot, the service was spectacular. My sales rep was Steve Arnold who was the definition of a no-pressure salesman. He was helpful in letting me test drive, & explain all the paperwork in a high level way that translated very well. More importantly, Steve was able to understand my process & budget and that is why he earned my business. After the deal closed, I was walking to my car to drive off the lot and Steve came by to set up my bluetooth and electronics! I would 100% recommend Koons Ford Sterling for their personable touch, great staff, and low maintenance process. read more

I almost gave my experience 4 stars, but I don't want to over-rate! I had been wanting a new car, since my 2008 Honda FIT was starting to want to retire after 165,000 miles. I was visiting my daughter and son-in-law, and spontaneously we decided to visit Koons Ford. Surprise, surprise, I drove out of the lot with a 2014 Ford Fiesta -- even though I'm a long-time Honda owner. The transaction took longer than I expected, but the ending price and financing arrangement were painless and completed courteously. After the comments about the service, however, I'm hesitant to give them a try, but the sales experience was a positive one, if exhausting! My sales person, Jeremiah, is relatively new, but was pleasant and knowledgeable. I think a more experienced sales person could have perhaps moved the process on a bit faster, but that isn't a major issue. In my opinion, all dealerships have their issues -- I had questionable service from the Honda dealership I went to -- so my expectations for service are a bit lower. I would certainly buy a car from Koons again -- even though I'm still going through a bit of Honda withdrawal! read more

The absolute best car buying experience I have ever had. While it may seem like my praise is extremely generous regarding this particular dealership, I assure you, it is simply the honest opinion of a regular guy who recently moved to the area with his family in tow and knows the value of honest, upfront, and dynamic service. The Genetal Manager John Gribbins was truly exceptional giving me the layout of everything he knew I wanted and didn't waste my time trying to pitch vehicles to me that serviced needs of the dealership. And I simply can't say enough about Earl Jones! As my personal sales consultant he made my experience seem more like an interaction between old friends, which was truly refreshing! I strongly recommend this dealership to anyone in the market for a vehicle. It will be without a doubt the best experience you've ever had at a car dealership!!! read more

I recently moved to the area and was recommended by a neighbor to go to Koons Sterling Ford. I was incredibly pleased with my overall experience. I worked with John Bolling who was very helpful with me along the way. I had a lot of questions about servicing my vehicle which were always answered straightforward and timely. From the beginning, John and the rest of the staff were very transparent with my about the work I was going to need on my vehicle. While my car was in the shop, I was called and emailed reporting the status of my car and with estimations on when the car would be finished. I was also told up front what kind of cost estimate I was looking at with the type of service my car ultimately needed. I felt very included in the process and that John was honest with me throughout. I have definitely found my new car servicing and will be a lifelong customer. read more

Service department is willing to negotiate their rates to keep repeat customers.

Syed helped me trade in my old mustang for a 2011 GT well streamlined process and even negotiated on my trade in and the sticker price. Was a great experience and would recommend to anyone. Couldnt have felt more at home! Thanks for the great buy and great deal! read more

Things must have changed since January because I thought the service was fast and easy. They performed an oil change, and two recall updates in about 30-45 minutes. read more

We purchased a car for our daughter from Yannick at Koons sterling. I can't say enough about how wonderful he, and really the whole staff, were. The price was unbeatable, service was attentive but not pushy and the transaction was timely. Well worth the trip from Maryland for over $5k in savings. read more

Great experience here at Koons Sterling Ford. Mark Hunter and Steve Brown were very helpful in helping me find my 2017 Escape, and made the process easy and painless. Ricky Rivera in the Finance department was also wonderful in getting everything completed quickly and efficiently. They were very eager to help and make the buying process an enjoyable one. Thanks for all of your help Koons Sterling Ford! read more

Simon and Joey in the service department are great! We've been coming to Koons in Sterling for years and they really take good care of us!

I wish I could give 0 stars. I will list out the reasons here for you all Ford Fans. Yeah we have two fords in the family and they still give us the worst service anyone could ask for. First of all, I start with that my advisor karla Andrade was very unprofessional and had little knowledge when it comes to advising. My car steering wheel faded and I wanted to use the 36,000 miles warranty to replace it. The first day Karla took my order and made a ticket for this issue. She texted me and said they have the part and if I will be available on Saturday and she mentioned they need an hour to two hours to do this!!! I said I can drop of the car on Saturday at 2pm. We confirmed that day. She texted me back on Saturday morning and letting me know that she didn't know steering wheel will take a long time and they don't do this service on a Saturday. Rescheduled me for another day! I was like ok she didn't know. It happens right. Anyways, I dropped of my car on Wednesday May 22nd and I got a text from her that if they could keep My vehicle till the day after tomorrow, they said technician had to leave early due to an emergency and wont be able to finish it today. I said that's fine, it happens you know. I'm a really really patient person by the way. Then the next day she texted me and said "the steering wheel that Ford sent us was the wrong part and did not match your vehicle. The parts department is special ordering the steering wheel that belongs to your vehicle. The only thing is that we do not know when it will arrive. It could be a week or a couple of months. I do apologize for the inconvenience. My tech is putting together your vehicle with the old steering wheel so you will be able to drive. And I will give you a call once it arrives." So yeah they don't know when the steering wheel will be arrived and it's just a 2018 mustang that has a vin number and believe me it wasn't a customized steering wheel! Anyways, I picked up my car on May 23rd and left very unhappy. On July 20th like after two months almost I got a text from Karla on a Saturday so I texted back and see if the part had arrived and wanted to schedule the service. She didn't reply. So I texted on Monday again and no reply. On Tuesday 23rd she texted back and said sorry she didn't reply she doesn't work on Mondays and she asked if if I wanted to schedule the service for next Monday. I said Next Monday works for me and I'll be dropping off the car. She texted back with "I just realized that I dont work monday.. Can you do Tuesday?" Again, for the how many times !!!! I said Ok that's fine. Finally!!! I took my car in on Tuesday around 12PM and they took the car in I got a rental car so i could go back to work and this whole time she wasn't really attentive to what I was saying. Anyhow I thought since they told me before it takes and hour or two hours it shouldn't be that long. It was 4:30PM and I was like why they are taking so long. You know you start freaking out cause you know the process shouldn't be that long. I texted her back and again no reply whatsoever. I drove down to Koons and wanted to see why nobody contacted me and say they'll keep my car and I had a big car meet to attend that night. So I went to koons immediately and I saw a gentlemen working in there, he followed up with me and checked the vehicle in the service department, and said they have the steering wheel on their desk so that means they are not done yet. So basically another day and they didn't finish it. I asked them I need my car for tomorrow so they told me they will make sure they will have it by noon the next day. Finally, the next day I got my car, but seriously I will never ever go back to the Koons in Sterling, and I make sure my fellow mustangs owners don't go there either! How long does it take? 3 months for a steering wheel! Also, please train your staff cause they barely know anything about fords and their services. read more

only because there is no 0. still waiting for the title in a time sensitive situation the dealership our second temp tag expires soon. unbelievable. both front doors on the jeep leaked, the engine cover was missing the cabin filter was missing the air filter wasn't replaced oil change was not done. Live and learn. read more

Very smooth easy transaction dealing with Glen on a 2016 Ford Escape. He made time for me right after I called, showed me the 3 vehicles I wanted to see and arranged immediate test drive, He was low pressure and recognized that I knew what I was looking for. They charged what was advertised with no surprises. I would definitely return for a future purchase through Glen. I would not however arrange financing through them again. The initial interest rate offered was too high considering my credit score is over 800 and was putting 30% down. On top of that, I ended up with more than 1 hard inquiry on my credit for the purchase which is unacceptable. They should use their soft inquiry to determine the best rate available, then the one that *I* pick can do their hard inquiry. I will pre-arrange financing before returning next time read more

We had our former 1995 Ford Windstar that we had serviced at Koon's. The last time were were there, it appeared their estimates jumped and we chose to have the work done elsewhere. We decided to try they again, and it was more of the same. My son's 2000 Taurus was running rough. According to the computer diagnosis Koon's performed, I needed to have two coil caps replaced as well as all the spark plugs and a PCV tube. With Alan's estimate of $1,250 (and $1,250 for a 90K mile service ($690), brake flush ($170), power steering flush ($170) and fuel injection service ($240) ), we decided to search elsewhere after paying their computer hook up analysis fee. Can't help but thinking since since I am a woman, car repair shops take advantage of us. I called two other places locally (one was a dealer) and they were close to one another. I also called a dealer in Fredricksburg VA which was $150 less and one hour away. I ended up choosing QUICK LANE in Fairfax, VA and paid $619.26 !! WHICH WAS HALF PRICE! They were very knowledgeable and had my car taken care of timely. I would highly recommend William! My advice? STAY AWAY FROM KOONS - THEY RIP YOU OFF IF THEY CAN! Remember they have to pay off their new building! read more

I shopped for my new truck for about 2 months. I spoke to salesmen from nearly every Ford dealership from Dulles to Baltimore. Just when I thought that I had found my truck at a price that was untouchable at Ted Britt I called Koons and spoke to Dustin Kuhn. I asked him for a quote on a truck that I like and was a just outside of my wife imposed price limit. He gave me a quote as I expected just outside of my limit and I moved on to my backup plan. He called me back minutes later with a surprise. My wishful thinking paid of and they improved to deal to bring it within my limit. SOLD! I will admit that I am probably to worst kind of customer while shopping for a new truck. I am a truck fanatic and think that I know everything about them and know exactly what I want. I am very need and have lots of questions. If I asked some random question and he didn't know the answer he would say "I don't know" and he would find out. That being said he was very knowledgeable about Ford vehicles and would also give me an opinion good or bad. He returned my calls and responded to my email promptly which was a problem that I had with nearly every salesperson in the area. I received amazing service on this sale and got more truck than I had budgeted for. I am very happy. read more

There is no customer service AT ALL. I left my car at the service department yesterday morning, Monday, Sep. 8, for repairing. At around 4 pm today, Tuesday, Sep. 9, I called the service department for the status of my car. No one answered my phone call. I left a message. I called the department again at around 5 pm since no body called me back. A lady answered my phone call, told me the service adviser of my car was out, and asked me to call back tomorrow. I asked her, if it was possible, any one in the department could check it for me. She asked me to hold. I was waiting for about 10 minutes and my phone call was transferred to some where else. I called back again and no one answer my phone call at this time. I can not believe that the service department will ask a customer to wait for another day to get a vehicle status if a service adviser is out!! read more

Short version: 8 years of decent service, and then one horrible experience. Service took over a day when it should have just been an hour or two, and I am lied to about why it took so long. Bulb replaced incorrectly, had to take car back, and I don't understand how it could have passed inspection but it supposedly did. But the kicker? Damage to my steering wheel that they deny creating. Bulb re-replacement was free (as it should be, but took 5 hours....), and they are willing to "try" to repair the steering wheel (which they say probably won't work) but will not replace it. Long version: I purchased my car here back in 2007 (fine experience), and I have been taking my car here for service ever since then (including a 1 or 2 year service agreement when I purchased the car). I really had no issues with this place up until now. Some upselling, but that happens. And things always take an hour or two longer than they say, but again, that happens. Maybe I just tolerate more than most people would. But after my latest trip there I am not sure I will ever go back. It started when I took my car in for inspection and routine maintenance. The only concern I left them with is that my left turn signal was blinking fast, indicating I had a bulb out, so please replace it. When asked when I needed the car back by, I said "by the end of the day." Keep in mind this was about 10:30 AM on a Thursday, they close at 7 PM. I also left them with my CELL PHONE number. They always have my HOME number in their records, so it seemed odd that they even asked me for a number. Something I have learned over the years but never seem to remember is that their online status thing is bullshit. It updates when they have time to update it, and these days that is never (more to that in my closing). It is no indication of anything, but I checked it all that day anyway, and it still said incomplete at 7 PM. I made the mistake of thinking they close at 8 (my mistake) and called them at 7:30. Got a voicemail, and decided to just call the next morning. I call the next morning (10:00 AMish) and have to leave a voicemail. I include my CELL PHONE number again in my voicemail. They call my HOME PHONE an hour later apologizing and said my car was finished the day before but they claimed they had called the wrong number. This fails any logic. I never gave them my HOME PHONE, and they called me back on it, saying they had the wrong number the day before? The best part? Their own records tell me they didn't inspect the car until that Friday morning. A blatant lie. My car sat there all day Thursday 10:30 AM to 7:00 PM. I pick up my car around 11:30 AM and discover two things: 1. The issue with the left turn signal/bulb is not even fixed 2. There are deep scratches (what they later call a "bruise") in the leather on the top of my steering wheel which did not exist when I brought my car in. Once I get home I call them back and report my unfixed issue and my new one that they caused. I need my car that afternoon so I tell them I will bring my car in the next morning (Saturday at 11:00 AM). I bring my car in, show them the damage to the steering wheel, and the manager says it looks like "wedding ring damage." I am not married, never have been, and I don't ever wear any rings. I am told they will fix the turn signal/bulb issue but I will have to wait for an answer on the steering wheel. So begins another wait. I had dropped my car off at 11:00 AM. I waited and waited and called them at 4:00 PM (it closes at 5:00 on Saturdays). I was told they were just completing the paperwork and the car was ready. I was also told they were willing to pay an outside company to TRY to fix the steering wheel damage, but they probably won't succeed because of the extent of the damage and the area it is in. I was told that because they can't be sure they did the damage, they are unwilling to replace the steering wheel. I told them I bought my car here 8 years ago, I have been taking it to this place exclusively this entire time, and I am not suddenly trying to pull a fast one. I said I would hate to have to begin taking before and after pictures every time I take my car in, and I left. Oh and the left turn signal/lightbulb issue? Whoever installed the bulb didn't push it in all the way.... Somehow it took them 4+ hours to push a lightbulb in and decide they won't replace the steering wheel they damaged. And yet even with this issue it somehow "passed" inspection? In closing I want to say this. In years past I liked this place. Sure they always sucked at estimating how much time service would take, but they were within an hour. These days they are COMPLETELY SWAMPED. They were never this busy in years past. Most of the guys that work there at the desks have been working there for years, so I really don't want to blame them. I honestly think the entire service department has more work than they can handle. read more

This was the second F-150 Lariat purchased from Koon's Ford Sterling, VA. The salesman, Greg Williams, was extremely helpful and took more time than he should have to assist me. The sales manager also came out and talked to me and worked to ensure I got a price I was willing to pay for the new vehicle. The only less than positive note was I am sure I did not get the best value for my trade in, but I understand the process used and have no argument against it. It does not take into account the condition of the actual vehicle and just uses a median for that type and year. Overall, I am well pleased with my purchasing experience. read more

I had an exceptional experience at Koons Ford Sterling as a result of several factors: The department reps, dealership atmosphere, minimal wait time and the consistency in the way the staff conducted business- with high integrity and as a team. First, I have to applaud the superior customer service I received across the board, specifically from: John Bolling, Customer Relations Manager Ibrahim Yousef, New Car Sales Manager Eman Keshani, Sales Consultant Adrian Tiaga, Finance & Insurance Manager I cannot compliment them enough. That said, I went to Koons Ford Sterling, rather confident I wanted a Ford and cognizant of the credibility that particular dealership has established. My day started with John Bolling, who essentially ensured I was taken through the entire process with ease and precision. We discussed vehicles of my interest, lease v.s. purchase, features, budget and my overall goal. I then test drove a number of vehicles- all of which were impressive, though I ultimately decided on a Silver 2015 Ford Mustang Coupe. Next, John introduced me to Ibrahim Yousef aka "Abe". Abe ran numbers for me (purchase/lease/down payment etc.), exhausting every option to make sure I knew every route I could take and the benefits of each. Abe educated me on a current 0% APR deal that could be applied to one of my options- it couldn't have been better timing. The genuine demeanor I had received up to this point, had reinforced my decision to come to this dealership and purchase a Ford- it was the absolute, best decision. The third rep to continue the process was Eman Keshani, aka "E". John, Abe and E collaborated to verify I had chosen the best way forward in relation to ownership etc. I then followed E to his desk where he took care of other details regarding my purchase: insurance info, customer data etc... He had me fill out the loan application right at his desk, it was simple and fast. Before I knew it, I was meeting with Adrian Tiaga to finalize the financial details. (Meanwhile, E made me aware he was having my car detailed). Adrian had a number of forms prepared, each of which he explained thoroughly- making the encounter once again, simple. Toward the end of our meet, John came in to check on progress at which time Adrian handed him my new plates and I was given the formal documentation aligned with purchasing a new vehicle. After about 10 minutes, E and John brought me my brand new Mustang (auto-start) key; they both accompanied me outside for the final step. John did a walk-around to make sure the detailing was up to par (which it was), my plates were screwed in and E gave me a brief lesson on the basics of my new car. Upon which, I expressed my sincere gratitude and drove away- with 150% satisfaction, no questions nor concerns. Therefore, if you're looking for a top-notch vehicle, with incomparable dealership standards, Koons Ford Sterling is the place for you. Thank you, Koons Ford Sterling! read more

At Koons Ford in Sterling you cant find out who is the General Manager or owner(s) after they keep your car for over a month without repairing it. Then i had to threaten to file a fraud charge to get a receipt. Im not saying they are screwed up and cheats, but one could say thats the impression a reasonable person may have. read more

This is for the service department. I own a 2014 Mustang GT and I had a paint defect appear on the trunk in six different places. Not sure whether it would be covered or not I took it into the service department to take a look. The service adviser took pictures and submitted them to Ford. Within a day I had an approval to have the entire trunk repainted. I set up an appointment for Friday and dropped my car off. Koons had one of their runners drive me to Enterprise and they picked up the cost of the rental. I had the car back the following Tuesday looking like new. I have had six oil changes there and have no hassle. The best bet is to drop the car off and not wait as they are very busy, especially on the weekends with everyone wanting their car serviced and wanting it done now. Mine has never taken more than an hour. read more

Quality front-office staff, and my tech, Eric, kept in close communication throughout the process, something I greatly appreciate!

The service department staff are very unfriendly and unhelpful. I recently took in my Ford Windstar to have the check engine light diagnosed. I ended up paying $130 for this check up which included a $20 shop fee. The quotation for the work needed was $975. I went to another dealer in the County and got the work done for $700, and also received much better service from the alternate dealer. I will never take my car to Koons Sterling again, besides I will never purchase another Ford vehicle. A vehicle with $38000 miles that has been serviced regularly should not have these problems. My 1999 Honda CRV with 100000 miles did not need any major work. read more

My fiance bough a bought a 2014 Ford Focus from this dealership. The car is absolutely unsafe. I have been with her to ford several times to get this issue resolved but nothing has happened. THE CAR IS COMPLETELY UNSAFE AND THE TRANSMISSION IS FAULTY. THE CAR GRINDS,SHUDDERS, AND STOPS WHILE DRIVING. Many ford mechanics stated that this is an issue with all ford focuses. DON'T BUY A FORD. This is the worst transaction experience we went through. The dealership has not helped to to resolve this issue... they are just trying to sell us a new card to make money. HORRIBLE EXPERIENCE. read more

Please don't ever go there if you value your time!! I had the nastiest service experience of my life on Saturday, August 2, 2014. I have a 2014 Ford Fusion hybrid which I bought in Jan 2014 and wanted to get the first oil change and basic service done. I had scheduled my appointment online for 11:30am and got there on time. The following is my horrendous story: No one attended me when I got there and I had to find a service rep on my own. She was kind enough to mention that the first oil change is on us so you don't have to pay for it, I was happy and felt taken care of at that point. So I gave my keys and was told by her that since its Saturday they are very busy and it would take about an hour. I thought that was a bit longer than what a simple oil change should take but was ok with it. So I sat in the waiting room. After an hour and 30 minutes I came out looking for a status update and I was shocked to see my car parked where I left it - It was not even taken in yet!!! I tried looking for the same service rep but she was nowhere to be found. So I went back in the waiting room, and waited for 30 more minutes without anyone being at the service desk or anyone giving me any update or at least for the sake of my time letting me know the reason for the delay. Finally after two hours of waiting and my car still being in the same spot without anyone even attending it I gave up and simply asked for my key. I was made to run around between service reps and after another 20 minutes of waiting I finally got my key. I was more shocked to see that even after realizing that there is an upset customer they didn't bother to apologize or give me any reason for why my car was still standing there!! Finally a guy named Joey walked up to me and said that "I am the service manager here and I heard that you want your keys back and you are leaving without getting service". I replied "yes I am! And this is my first ever service experience at Koons Sterling Ford, and I honestly I couldn't have ever imagined such a disastrous experience!" I left and the guy simply didn't say anything after that to explain why this happened or any other explanation. These guys simply overbooked the service appointments or just don't how to do their job and even worse they have no idea how to treat customers nicely! I am extremely unhappy and irritated; and would honestly never recommend anyone to go there after the terrible time I had over there. read more

Brought a 2016 Mustang GT in with a very loud suspension noise. I told them it sounded like the top of a rear shock was loose. They looked it over and said everything was fine. I took it to another dealer and low and behold the bracket holding a rear shock was damaged. This is a known issue on Mustangs. read more

I own a 2012 Ford Focus. I brought my vehicle to KOON Sterling Ford Friday morning for service. I was told that the "transmission guy" was unavailable until Monday and recommended to leave the car there since it was unsafe to drive. I was also given a code to bring to ENTERPRISE for a rental car for my inconvenience. Well Its Monday now and not even a simple callback. Also when I went to the Rental service, SURPRISE!!! They didn't know what I was talking about and I looked like a fool. Well I called your service department and a VERY RUDE woman transferred me and left me on hold for OVER A FREAKING HALF HOUR!!!!!! Their automated service bounced me around to no avail and never connected to anyone human. When no one picked up she told me she could not do anything and sent me to a voice mail service. NO ONE CARES ABOUT MY CAR!!! Four DAYS without even knowing what is wrong with my car! This is by far the WORSE customer service I have received to date and will be picking my car up to be serviced elsewhere tomorrow morning. Hope to here from someone soon and thank you for nothing! read more

I had looked at many dealerships in my area for a 2017 F-250 Platinum, and not only were they very hard to find but the dealers gave me a variety of "deals" that ranged from $72k to $84k, and frequently for trucks with options or colors I didn't really want. On a Monday I called Steve Arnold and although they didn't have one on the lot, in less than 60 minutes he had found the exact truck I wanted down to the very last detail, and gave me the Koons "Wow" price of a little over $69k. Although I am out of town we had the deal done and the truck was in my driveway by Saturday morning (Joe Price delivered it - very nice and professional also). It was perfect, my wife and I love it, and the experience couldn't have been better. I buy a new truck every year or two, and Steve and Koons are my "go-to" dealer from now on. They worked hard to earn my business and now they've got it. read more

I saw a listing online for a new 2013 Focus. After some back and forth with myself I went down to trade in my 2008 Dodge Nitro. I had emailed ahead of time and got a response from a Shane Sonner (sp?), so when I arrived I asked for Shane. Shane was awesome and a nice guy, I test drove the car and we sat down to talk about everything. It came to be that the internet price wasn't available with the "125% for trade-in" commercials they had been advertising. Ok that's fine, so we start working towards what I'd like to pay, and the finance part. I was lead back to the finance persons office and left to sit and wait on him for 20-25 minutes. He comes in (his name escapes me, but the term rude comes to mind)and before he can sit down tells me he can't do what I want and here are the terms that are MUCH higher than I was willing to go, and MUCH higher than the listed internet pricing. I was firm and told him my limits and where they needed to be. He said he'd check and see with "the manager". At this point I'm left to sit again by myself in his office for another 25-30 minutes. At this point I'm a bit fed up with waiting and his rude attitude so I grabbed my Dodge keys out of the folder and bail. I see Shane on the way out and explain briefly what happened and that I was leaving. That evening I received and email from Shane apologizing and asking me to call so we can work it out. I responded with a bit more in-depth description of my interaction with the rude finance person and ask that they just meet with me on the terms that Shane and I talked about. After a few days we come to our agreement and I asked that they have everything worked up so that I can come in, sign the paperwork, and go. That is exactly what happened and I love my Ford. This could have been a five star experience, and I understand everyone has to look out for themselves in auto sales, but there is no reason to be rude to prospective customers. Thank you Shane for being Koons saving grace through out my sales experience. Since then I have had my car serviced twice at the Koons Service Center. As another Yelper mentioned they can be quite rude and ignore you when you walk in. I stood there waiting on assistance for more than a few minutes before I was even acknowledged. There is no guidance or flow to the Service Center room, you walk in to what is basically a hallway with desks, and the people at those desks seem to do all they can to not help guide you to someone who can help you. My services have been fine, appointment scheduling was fine, it's just the drop off and pick up that can be frustrating. read more

This place can't really be called a service department because they provide no service. I have been taking my car here since I bought it in 2011 but I really had no problems until recently. When my car was here for an oil change, I had also asked an estimate to fix an issue behind the dashboard that would not be covered under warranty. I didn't find out until a couple of weeks later that they had actually broken a part on the dashboard while doing this estimate. They had to order a part to fix it and I set up an appointment to have it replaced. My appointment was on a Saturday at 8am. When I dropped the car, I asked the guy how long it would take, he said he couldn't tell me. I shouldn't have left without knowing how long it would take, not that it would have helped. Around 11, I started calling to get an update on my car. I was not able to get anyone on the phone for about an hour. Around 12, I finally got someone on the phone who said they would check on it and call me back. No one called me back so I went back to the dealership around 1:30. My car was in the same spot I had left it at 8am. I remember the days I liked taking my car to this place, but that is a distant memory. Unfortunately, because of the poor service, I would not purchase another car from this dealership again. read more

This might be the worst customer service I have had in a long time. The service department is worthless. I called and made a service appointment. When I got there they said I didn't have an appointment and I must have misunderstood the person I was talking to. They did not have an appointment on any day for me. They would not help me in any way and did not apologize. I will take my car anywhere but here. read more

I found this dealership incredibly unwilling to negotiate during our car buying search. My husband and I knew exactly what we wanted and had done a great deal of research online about the Ford Escape. We found Koons Sterling price to be about average for the area and decided to visit and discuss our options. When we started negotiations, the salesman helping us was absolutely adamant that they had the best price in the area and that the internet WOW price listed was the absolute best he could do. I showed him that other dealerships in the area had a slightly better price online, but again they would not budge and said those dealerships had "hidden fees". The manager came over and told us the same thing all while treating us like we were being completely unreasonable to ask for a better price, going so far as to even say to my husband "Why are you beating us up about the price?" They insisted we would be back after we had looked elsewhere. Long story short, we left the lot without purchasing a car. The best they told us they could do was $200 off. We proceeded to buy our new 2016 Escape at Ted Britt and paid $1,000 less without the "hidden fees" Koons warned us about. Impossible according to Koons. If you want to pay sticker price for your car, by all means Koons is a great place to shop for a car; however, if you are looking for an honest dealer who will work with you to negotiate a price that works for you, find someplace else. I recommend Ted Britt. read more

Worst service ever!! Dropped car off at 8:30 am, Joe Kennedy did not get back to me till 3:30 , went there at 4 car still was not ready, asked Myra if I can see a manager-she said he was on vacation-maybe I could ask someone at the service desk to find me one or go to the showroom and look for one. Great! no one explained what was done or not done on my car-now I look expecting both front and rear brake pads to be done and only the rear ones were done. Unbelieveable!! read more

Total bait and switch operation. At koonssterlingford.org they advertise a lease deal for $139 per month plus $3000 down for ANY Ford Fusion on their lot (except Hybrid). We went into take advantage of this, and they came back with $9000 down and $282 per month - OMG. They did not even know about this advertisement, we had to show it to them in the internet - what a bunch of uneducated salesmen AND Sales Manager. We've been up there three times trying to purchase or lease a new car. The salesmen don't have a clue to the deals, yes they are ARROGANT - they think they're giving you the deal of the century. They assume all customers are ignorant. My LAST time going to the dealership - I would NOT purchase a car from them if they were the last dealership in all of Virginia. DO NOT WASTE YOUR TIME HERE, we've wasted too much time already. read more

I cannot speak highly enough of Koons Sterling Ford after having purchased several cars over many years from the . From their sales and customer service to their repair service, the professionalsm of their staff is always of the highest quality. We purchased 2 cars today. Would like to thank Ricky Rivera in Koons financing and Steve Arnold in sales for their incredible service and working with us to find us the best possible deal at the most affordable prices. They both went out of their way to make sure we were satisfied before finalizing our sale. They explained everything to us carefully and with create transparency - qualities often lacking in the car sales industry. Thank you Steve -thank you Ricky! read more

extremely lazy and rude service department. Took it there for some service and got vague answers to my issues with my vehicle. but they were happy to attempt to charge me 300 to "maybe that will fix the issue". Called Ford to complain and the service manager lied to Ford telling them he talked to me about the issue. Up to that point i left two messages and heard nothing from them. Now that i posted here they finally contacted me. Seems like they are sticking with their "Story". Very glad i didn't have them do the work. they are showing an extreme lack of integrity. If you value your car and your checking account. DO NOT GO TO KOONS FORD. I only gave them one star because i couldn't give them zero read more

do not buy a car or truck from them!!!!t they will rip you off and overcharge you. i was too smart for them otherwise they would have ripped me off for 8,000.00 more than i paid elsewhere. their ad about wowing you is full of bull shit. buyer's be warned. spread the word as a veteran i don't want to see any of my countrymen taken advantage of. read more

I have been trying to get a part for my Ford. First visit to parts dept and they did not have it but would order it with arrival in 2 days. That's fine. I return for visit 2- no part and apparently it has not even shipped. They say they can "emergency order" it and it will arrive next afternoon. So I ask if I return same time next day it will be here? Yes. So, visit 3 no part and it has not shipped. I ask why did they say they would have it next day? They say what do you want us to do? We can cancel the order. That's not a solution that's just attitude. If I can't trust them with a part, I don't see how I would trust them with a whole car. Be aware of promises they make and don't deliver. Any Ford part any time is only a slogan on their banner, not an operating principle. read more