Koons Baltimore Ford

We purchased a 2019 Ford Expedition Max Platinum with around 66,000 miles from Koons Ford Baltimore in January. During the finance process, we were heavily pressured to purchase an extended warranty with around 66,000 miles from Koons Ford Baltimore in January. During the finance process, we were heavily pressured to purchase an extended warranty with scare tactics like “anything could go wrong.” We declined due to budget constraints. Just 2–3 weeks after the purchase, the vehicle began leaking coolant and had to be towed—highly inconvenient, especially since we were not even offered a loaner vehicle during this time. A few days later, we were informed that a part in the cooling system had failed and would cost $1,500 to repair. Because we had exceeded 1,000 miles since the sale, they refused to cover the repair. They claim to perform a “thorough” multi-point inspection, yet this issue was either missed or ignored. It’s hard to believe such a leak developed out of nowhere. What’s worse, the general manager, Dennis Koulatsos, was incredibly rude and dismissive. He blamed us for not buying the warranty and told my father, “We have to draw a line somewhere.” He only offered a paid Uber ride home as some kind of consolation. Shockingly, he even admitted that if we had “sweet talked” him, he might have helped. That kind of behavior is not only unprofessional—it’s downright shameful. We’ve been ignored via calls and voicemails, and our Google review has conveniently gone unanswered. This isn’t even about the $1,500 anymore—it’s about the disrespect, poor communication, and lack of integrity shown throughout the process. Koons Ford should seriously reconsider who they allow to represent their brand. More

I am formally expressing my frustration and disappointment regarding the service I received at Koons Ford of Baltimore concerning my vehicle, a 2016 F150 XLT, 3.5L ecoboost. Initially, I brough disappointment regarding the service I received at Koons Ford of Baltimore concerning my vehicle, a 2016 F150 XLT, 3.5L ecoboost. Initially, I brought my vehicle in for repairs due to [engine rattling when starting up, gas, mileage, and fuel economy depleting, loss of power, engine stuttering, and shaking while the engine while idling, and oil pressure dropping], expecting a proper diagnosis and repair. However, despite the service team’s assessment and recommended repairs, the original issue persisted, and additional problems have now surfaced. I took my vehicle in 3 times back to back for the same issues and every time is was something new not the actual final issue during the spring and summer of 2024. As a result of a misdiagnosis and or oversight, I am now being told that I must replace the entire engine—something that could have been addressed earlier had the proper steps been taken. This situation has placed an unfair financial burden on me, as I am now being penalized for an issue that should have been identified and resolved during the initial service. I am also an active duty army Service member with 20 years of service and I have lost ample time due to the inability to have proper transportation, and financial support to get to and from work while my truck was at Ford the first two times. I was placed on a temporary review at my employment due to this because I was not able to attend work on multiple occasions due to this. I took the vehicle in three different times for the same issues that were not resolved and are still not resolved. I paid almost $10K in repair work. I also trusted Ford’s certified service team to properly assess and repair my vehicle, and instead, I am left with an even more costly and stressful situation. The general manager of that dealership has shown no concern after speaking to him in reference to this, and has expressed during our phone conversation that there is nothing he can,is, or will do. They took possession of my vehicle, which makes Ford accountable, responsible, and liable for any and all work done, especially when I paid in full. I was guaranteed that the work would be completed and no issues will come about as every time they called talk to me. They told me it was something new and it was never what the initial problem was as we are still in the same situation. Given these circumstances, I am seeking financial assistance from Ford given the good faith clause, and in addressing this matter fairly. I kindly requested to be contacted and to speak to someone who actually cares about my situation and great customer service, which I have not received from both the corporate office in which I have called three times to address the same issue and was told that there is nothing that Ford can do, and what I was looking for from Ford, which is on a recorded line per my phone conversations . I would also like to sit down and review of my case and consideration for financial assistance, warranty coverage, or a reasonable resolution to offset this undue expense. The service manager that was working my case was Mr. Ryan Morris, who is no longer employed there due to internal issues with management and poor customer service, his counterpart Andrew, was also part of this issue. I was also penalized for a rental car that they put me in because of their misdiagnosis of my vehicle for the third time. The price of the engine that I was quoted from Ford from the service manager for a remanufactured engine was $10K which is the same as I have already spent and repeated repairs. I have spoken to the Military JAG office, which is our equivalent to a civilian legal system and ask for advice and also have researched and contacted the Better Business Bureau in this situation. I would like for this to be fixed internally as I put my trust and funds into Ford for them to rectify these issues. Nothing. Has happened yet! More