My husband took our 2014 Ford Fusion in to Koons Baltimore Ford for scheduled routine maintenance in the form of an oil change and a tire rotation on March 11, 2015. The service technician in charge of our service was Steve Harrell (unsure of spelling). As my husband drove away from the dealership he noticed a strange grinding type of sound coming from the front of the car and was worried something had been messed up with the front brakes during the tire rotation. However, he was wrong about the problem with our car, which he discovered as he was accelerating down the road when the car suddenly stopped dead on the road, and the front driver’s side tire rolled away down the street. Fortunately, no other car or person was injured in this accident, but my husband did hit his head hard and was very shaken up. Immediately following the accident he stumbled back across the street to the dealership where our salesman, Ahmed Baroud, tried to assist him by calling the service department to come get the car and to figure out what happened. The service manager, Paul, came up, changed the front tire, and returned the car to the dealership for repair. They got a rental car for my husband and sent him home even though he was clearly shaken from the experience.
I spoke with the Service Manager, Paul, who told me there was only minor fender damage caused by the accident. The following day we met with Paul who took full responsibility for the damage to our car and assured us our car would be repaired to look ‘like new.’ He further told us they would ‘Take care of everything’ and would ‘Make it right.’ When I first saw my car I saw not only was the driver’s side fender damaged, but the front bumper was partially off the car; the hood was no longer centered; and damage had been done to the rotor when it hit ground. (I have pictures of the damage that could also be included with this review if that would help.) Paul also told us the damage was minor, showed us the body shop repair estimate, told us our car should be ready by the end of the following week 3/20/15, told us he noticed the rotor had flat spotted and would be replaced, and put us in a dealer rental.
The accident occurred 5 weeks ago, and my car has still not been repaired to my satisfaction. During this time I was never contacted by either the body shop or the service department with updates about the status of my car or to apprise me of any delays in completing the repairs. I left a message for Steve Harrell on Thursday, March 26th to ask for an update on my car. When my call was not returned by Monday, March 30th I called again and was finally able to speak with Steve, who was not able to tell me anything about what was happening with my car. He told me he would leave a message for the Body Shop Manager to call me with information. After not being contacted by the following afternoon I called Paul the Service Manager to find out what was going on. He had not realized until Steve told him the day before that the work on my car had not yet been completed. He followed up with the Body Shop, explained the reasons for the delays, and told me the car should be completed by the following Tuesday or Wednesday. 4/ 7 or 4/8. In the early afternoon of Friday, April 10th, after not hearing anything else about my car, I again called Paul to find out what was happening. He called back around 2:00 to tell me my car was finished and was being cleaned up.
The first and only time I was ever contacted by the body shop was late afternoon on Friday, April 10th, 4 and ½ weeks after the accident, when they called to tell me my car was finally ready to be picked up. Because of previous plans, the late time of day I was told the car was ready and the limited Saturday hours of operation of the Service Department and Body Shop we were not able to get my car until after work on Monday, April 13th. We looked over our car and found that the rotors had not been changed, the hood was still not properly aligned, and they had not even put the spare tire and accessories back away. We went in and asked for Steve, but he was gone for the day and no one else there could tell us anything about the unsatisfactory status of our car!
When Steve contacted me the following day he told me the rotors and other service had been done in the service department prior to the body shop working on it, and the obvious oxidation on the rotors had occurred in the 3-4 weeks since the repairs were made. It seemed to me that he had not even looked at the car or reviewed the message we left prior to calling me and I was at work, so I asked him to call my husband for additional information about what was still unsatisfactory about the repairs. Steve admitted to my husband the rotors had not been changed. We returned to Koons that evening and reviewed the body shop and service records regarding the repairs to our car and discovered the rotors had not been changed, the front axle and connected parts had not been inspected for damage, and the cost of the repairs was about $1000.00 less than the estimate making me wonder what else was not done. We are still waiting for a final resolution to correct the damage done due to their sloppy work and negligence. A complaint has also been filed directly with Ford.
Due to this nightmare experience I NO LONGER TRUST THE SERVICE DEPARTMENT AND BODY SHOP AT KOONS BALTIMORE FORD AND WILL NEVER TAKE ANOTHER CAR THERE AGAIN FOR SERVICE OR REPAIRS!
After speaking with the General Manager, Dennis Koulatsos, I discovered my anger and distrust of the Body Shop may be a bit displaced because the Service Department should have taken the lead on making certain the repairs were completed quickly and competently. While we still do not have our car back, I am now receiving updates from Paul about the status of the repairs regularly and hope this will be resolved soon.
I Recommend This Dealer:
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