Koons Ford of Annapolis - Service Center

Horrible customer care in the service department! Had a horrible experience here! My car was overheating a few days after and oil change. I called the service department and was told by the manager Had a horrible experience here! My car was overheating a few days after and oil change. I called the service department and was told by the manager Earl to add radiator fluid and bring it in the morning! Thank God the gentlemen at the autozone advised me how dangerous that advice was! After I was assisted at AutoZone, I did take the car in the next morning just to be treated tersely and told they would not be able to look at my car and I should take it home! While we were having this exchange "the xxxx" broke and radiator fluid was flowing like a river through the bay area. The service lead Shannon insisted that I had to drive my car home!! Even I knew this would result in a blown engine! He wanted to argue that he couldn't look at my car and that I had to take it home! We had to call the service manager (who told me to bring my car in) on the phone for him to approve me leaving the vehicle! What "mechanic" would tell you to take a car that now has antifreeze running from it home? After I calmed down and thought soberly, I determined that I didn't want them "looking at" my car after all. I used my roadside service to tow my car to another dealer where I was treated like a customer and come to find out it was a KNOWN defect with the FORD water pump! I actually loved going there for service and oil changes, the barista is awesome and Morris in sales is great, but the service department treatment resulted in me ending the relationship with this dealership!! I will drive the additional miles to be treated with care and consideration! More

Awful service isn't even close New to the area and needed to have the transmission on my 2015 F250 looked at. Service Center took 3 calls to actually reach the Service Coordinator t New to the area and needed to have the transmission on my 2015 F250 looked at. Service Center took 3 calls to actually reach the Service Coordinator to make an appt. They wanted the truck all day, and couldn't get it in for 2 weeks. Today I dropped the truck off at 9:30 AM as scheduled. I called them at 3:30 as I hadn't heard anything. Service coordinator "A" said he'd check on it and call me right back as he didn't think they had started on it, but assured me they could get it done before close if it wasn't anything major. Service dept. closed at 7 so at 6 I started calling them. Talked to the receptionist 6 different times trying to reach someone in the service dept. after leaving "A" a message he never returned. Finally drove over there at 6:45 and the service person that was still there confirmed it hadn't been touched and had no answer for why no one called me back. He did inform me that for transmission work they generally want the vehicle all day!! It was my first visit to Koons Ford, and also my last, which is really their loss given my wife and I are in the market for 2 new vehicles. However, if their service dept. considers this service, they should all be fired. More

Awful Service I had made an online appointment before Thanksgiving. When I arrived, I was told making an online appointment doesn't work, and they couldn't fit me I had made an online appointment before Thanksgiving. When I arrived, I was told making an online appointment doesn't work, and they couldn't fit me in. I then left a message about getting my car worked on. I didn't get a call back. When I called back, I had an appointment schedule, but no one bothered to let me know. Dropped my car off on a Thursday. As of that Monday, I had not heard anything back and left multiple messages with the "service consultant." Most service consultants treat you like you are bothering them. Had to get a manager on the line to find out my car hadn't even been looked at. Stay far away. More

Abuse from the General Manager I bring my truck to the Ford dealer for a multi point inspection and oil change.Upon completion I'm given a relatively clean bill of health for my veh I bring my truck to the Ford dealer for a multi point inspection and oil change.Upon completion I'm given a relatively clean bill of health for my vehicle.Whithin 70 miles of leaving the dealership, my check engine light began blinking,my engine began to rattle,and seized while on the highway.I then had it towed to the dealer to figure what was wrong but they refused to xxxxx the damage and diagnose a solution.All I got from the Amanda in service was that oil was not getting to my engine according to a technician that supposedly looked at the car on Saturday ,12/29/18.They then returned the truck to me with considerable oil splatter on my under carriage .I spoke with Michael,the general manager and he reiterated that they had done everything correct and my engine locking up was just a coincidence.I told him that was strange considering my truck only had 160k and there was no check engine light on prior to coming in for service and engines just don't stop for no reason and he told me this was a coincidence also.When asked if it was a coincidence that my recent oil changes had been at his establishment even mentioning previous problems he became noticeable upset and began bullying me over the phone raising his voice telling me that I was a problem customer and that he didn't want to serve me anymore and all I asked was that things be assessed properly.He then began saying "I know what your trying to do" repeatedly as if I had ever ask for anything but to professionally xxxxx the situation and be treated as Koons treats the rest of its customers.I feel that Mr Alexandrini's approach was racially discrininorty and the worst display of customer service that I've seen in my life all things considered. More

15 years as a repeat customer Jody Henry is a God Send for service. He truly looks out for the customer. He does not tack on add-ons and truly advocates for me with the mechanics Jody Henry is a God Send for service. He truly looks out for the customer. He does not tack on add-ons and truly advocates for me with the mechanics. One word - HONESTY!! More

"14 days for oil change and check 2 indicator lights" Requested WORKS oil package and to check tire pressure warning light and front airbag light which illuminated on an intermittent basis. After an over Requested WORKS oil package and to check tire pressure warning light and front airbag light which illuminated on an intermittent basis. After an overnight I called and was told it would take a few days, I was assigned a loaner, however on the 5th day I was told I would have to incure the expense of the tire pressure sensor. Koons said it was broken when I replaced the tires at 28,000miles, way to low milage ,btw. Each day, I called, not able to work on it. On the 10th day, I was informed that I would have to pay for a second tire sensor which was broken when the new tires were installed. THese sensors are under warrenty. On the 10th day they ordered the parts for the airbag light replacement and it only took 3 days to install and wire it in. On the 14th day I picked up my car and paid my bill including the 330$ for sensors. I have requested reimbursement for the sensors since the time period Koons had my car was extremely long and inappropriate. terrible service reputation More

Terrible service department I made an appointment almost 2 weeks in advance for a minor recall notice and oil change. Drop my car off on Tuesday morning and Wednesday at 4:30 my I made an appointment almost 2 weeks in advance for a minor recall notice and oil change. Drop my car off on Tuesday morning and Wednesday at 4:30 my truck hasn’t even been back to service yet. They told me I wasn’t allowed to have a loaner for this service (truck only 1 year old) and with. 3 kids its a little tough to get everyone around. VERY disappointed!!!! This is only my 2nd time here and needless to say I will find service elsewhere. More

Body Shop Repair The body shop do an awesome job. The Manager Mr. Ferko, was very friendly and efficient. Helped me with an insurance claim and made it less confusin The body shop do an awesome job. The Manager Mr. Ferko, was very friendly and efficient. Helped me with an insurance claim and made it less confusing. More

After Hours Service Support A big THANK YOU to Alexis, the after hours telephone receptionist. My 19 year old son was on his way to pick up his car which was ready from servicin A big THANK YOU to Alexis, the after hours telephone receptionist. My 19 year old son was on his way to pick up his car which was ready from servicing. It was however after 7 PM, the service department was closed. Alexis took the effort to find my son's paperwork, closed out his account and made arrangements to get his car from where service places cars to be stored overnight. Alexis did right by my son so that he did not have to come back the next day from the Eastern Shore. As a parent, this meant a lot to me and I say Alexis represented Koons Ford in an exemplary manner. Thank you Alexis!! More

Bad time Bad service. Over priced. Poor quality. Unreliable. Don't stand by their product. Unfriendly and unhelpful staff. Declining vehicle quality. Not happy Bad service. Over priced. Poor quality. Unreliable. Don't stand by their product. Unfriendly and unhelpful staff. Declining vehicle quality. Not happy with ford in general. More