My Review Of Koons Ford Of Annapolis:
Car was brought in on August 2nd with a locked up engine. I was told the car needed a new engine. Today is November 18th, and the car is still not done. Phone calls are not returned. When I do get someone on the line (they screen calls with Caller ID), I am told outright lies.
The first round of delays was not entirely Koons' fault. The warranty company dragged its feet getting the car diagnosed. After that was done (about 3 weeks), I had to wait 3 more weeks for a new engine to arrive. Once the new engine came in, it took about 12 days to get the old engine out. When I asked, "Why didn't you guys pull the old engine out while waiting for the new one to arrive?" I was told that's not how it's done.
So, it took about 2 weeks to get the new engine in. After that, they determined that the engine was making a funny noise. "One of our service guys will take it for a road test," I was told. That took 2 days. "It's still making a noise, I'll take it for a test personally." Their "road test" involves taking my car home for the night. So each "test" takes a day or two. The first guy "didn't live far enough away" for an accurate test. The second guy did. When I asked if there was any way to conduct these test other than taking my car home for the night, I was told "No, that was just wasn't possible."
So, they decided that the brand new engine was faulty. A new one needed to be ordered. Three more weeks. We're about 2 and a half months into this ordeal.
A new engine arrives. I'm told it will take a week and a half to install. Meanwhile, I watched my neighbor drop a new engine in his truck over a weekend with an engine lift, hand tools and a six pack.
A week and a half goes by. Still no car.
My calls are avoided. When I ask for someone in particular, they are magically "in a meeting about my car at this very minute...they'll call you RIGHT BACK."
Because this ordeal was dragging so far along, I asked about the possibility of a loaner car. It took 24 days to get a response to that question. The response was "no" ... but why 3 weeks for an answer, despite that I called to ask about it several times per week? Not sure. I was given many different answers, not sure which one is has the lessor amount of lies.
They tell me the car will be ready this Saturday... Or maybe Monday, just shy of my 4-month anniversary with Koons Ford of Annapolis. "Why didn't it take a week or so to put the new engine in?" I asked.
"Well, that part of our service department was really busy this month. He's but in 3 or 4 new engines this week."
"WAITAMINUTE!" I replied. "You put in 3 or 4 engines ahead of mine ... a car that has been in your shop for nearly FOUR MONTHS?!?!"
"Well, they did those cuz they had all the parts...." was the weak answer.
"What parts were missing from my repair job?"
That's the kind of stalling lies I've been getting. The car broke down at the end of July.... It is Thanksgiving next week. Think about that before you try the service department at Koons Ford of Annapolis on Riva Road.
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Koons Ford Of AnnapolisAdded:
11/22/2011 2:36:50 PM
We sincerely apologize for the inconvenience caused to you by our error/failure. As mentioned, however, there was a significant delay in communication and resolution with the engine manufacturer.
However, We would like to assure you that we take great care to ensure that important matters such as this are properly managed and processed, due to the situation, we have not succeeded in meeting your expectations.
Please contact, Earl Mosby, our Service Director, to further discuss your concern.