Koons Baltimore Ford

I bought my mustang from this dealership in 2017. Beginning early 2022 the paint started to peel near the rear glass on the side quarter panels. I took my car back here in May of 2022 to see if Ford Beginning early 2022 the paint started to peel near the rear glass on the side quarter panels. I took my car back here in May of 2022 to see if Ford warranty will cover it since it was in the 5year period before November 2022. I spoke with Jeff Klass who took pictures and sent it to Ford warranty to see if they would cover it. I called periodically all summer to check the status of the claim as I never heard anything back. The numerous times when I did call, I would get please leave him a voice mail or well take your number and he will call you back. Never got a call back. I would have to call around 8am to be able to speak to him. Only within the past month has he been called and emailed me. In October Jeff resent the claim and Ford finally answers denying the claim based on the fact that there is no corrosion but Ford acknowledge the peeling paint issue. Jeff told me to call Ford for assistance, which I did, and was told by Ford I couldn’t speak with warranty department and they had no financial assistance available. In December I ask Jeff to resend the claim to Ford for a reevaluation which was denied by Ford again. I then asked if the dealership could cover since, I bought my car brand new from the dealership and it only has 20k miles. I was quoted a discounted price $450. All I wanted was to just shoot paint near the rear glass where it was peeling so that it wasn’t going to continue to peel. I tried to see if the dealership would cover this. Jeff sent an email to Tim Robertson the sales manager, who never responded to the email. I then asked Jeff to send it to the GM, Dennis Koulatsos. I never got a response from him either, however when I called Jeff to see if he had heard anything, Jeff states he spoke to Dennis who had seen the email and stated that the dealership will not warranty the $450 painted job and that the feeling was to basically “take a hike”. Dennis then told him that based on service records (I get oil changes from my local ford dealer), I never bought the car from their dealership. How do they not have records of my purchase is beyond me. I explained that I had purchased my car at their dealership, my dad bought a Mustang, and a friend had purchased a Mustang and truck on the same day at this dealership. (We were even cool when my dad purchased his brand new Mustang from them and they failed to mention that the car was damaged on the door handle and was repainted until after the vehicle was purchased. Apparently, when they repainted the handle, they didn’t hook up the sensor on the handle, which this dealership fixed no problem). I was told the only way to dealership would possibly cover the paint out of courtesy was if I had gotten a lot of service work at the dealership. I explained only have 20k on my car, that would be 4oil changes, the 4cars that my friends and family purchased, which just the mustangs alone are over 100,000k in sales, should and amount to more than service sales. On my last conversation with Jeff a couple of days ago, I said that process has taken a long time (not rudely either), at which point he blows up with an attitude and tells me that I am the one drawing out the process and there is nothing else theycan do, THATS IT. Honestly, this started last May, almost a year of my life waiting, phone calls ignored, and I have been calm and polite but seriously, waited 5 months to get a response from Ford and only after resending claim, when the Ford representative said it should take 3days max for a response, Im blown off by both Sales and GM, who didn’t even have the courtesy to respond to the email or even call me, knowing there was an issue, regardless if they agree with it or not. Worse of all, this process wasted the final months I had before the 5year warranty expired, which Ford told me I could have taken it to a different dealership to see if they would cover it had it been within the 5year period. This is something that should have been resolved back in May/June, nearly a year ago. Koons, you have lost of customer for life when all you had to do was just call me to discuss this. More

Where do I start. It was a mess from the first day we looked at our vechile. We drove 3 hours to see the Ford expedition. We loved the vechile and decided we wanted to It was a mess from the first day we looked at our vechile. We drove 3 hours to see the Ford expedition. We loved the vechile and decided we wanted to start the buying process. We had plans on paying cash but it was a weekend and the banks weren't open to do a direct transfer. So the salesman asked us to fill out a credit report. We were told "it will never be processed, it would stay in a file cabinet." They ran out credit anyway. Our credit did not need to checked because I was going to (and did) pay with a certified cashiers check from my local bank. In the meantime, the salesman and us made conditions on purchasing the vehicle. They had to fix the staches or I wouldn't take the vehicle. To me, fixing scratches isn't touching up. its actually fixing scratches. we told him we did not want it done halfway and promised it would be done the way we requested. He was only trying to get the vechile sold. He also promised a case of sweet tea, because of the frustrations. this is beside the point, but that never happened. We go to the finance manager to get the paperwork done. He knew we where paying with a cashiers check and instead they put a lean on my vechile, (which still is not resolved!!!) on a vechile that was paid for in full. I've have to ask my bank to step in because they won't return calls or deal with us in person. Mind you purchase the vehicle in October and it's now January! Now going back to the staches. They half assed it. Again they promised it would be fixed correctly. They only covered the primer and it's still a deep scratch in my door and hood. Their solution is we are to receive $250 towards having fixed correctly. (Who can repaint a door and hood correctly for $250.) I would NOT recommend Koons Baltimore. More