Koons Falls Church Ford

I wish I could give a zero-star rating, but a one-star rating will have to suffice. My issues with Koons Ford Falls Church and Ford Motor Company as a corporation in general started the moment I walked in rating will have to suffice. My issues with Koons Ford Falls Church and Ford Motor Company as a corporation in general started the moment I walked into the service department. It is important to note that this was my second visit to Koons Ford Falls Church and throughout both encounters; I encountered the same rude service reps and bad service. The reason for my most recent visit was to have a recall addressed (which had to do with the fuel tank, i.e. PCM and TCM) and to have my clutch replaced that recently had the warranty extended because of multiple and continued consumer complaints of shuddering and lurching. This was the fourth clutch I have had in this vehicle and it there will soon be a fifth. When I walked through the door on a Monday, all the service reps avoided eye contact and I waited there for a little over five minutes before even being addressed. After I was finally addressed, I told the service rep about the issues and was asked in a rude tone if my vehicle "shuddered excessively" because some shuddering is normal for a Ford vehicle (no automatic vehicle should shudder). I responded that yes it was excessive and that this being my fourth clutch, I am very certain it needs replaced. I was then told that there is a two-week long waiting list to even get the transmission looked at and that I would only receive a rental for one day. I told the service rep that I could not and would not leave my car on their lot for two weeks and that I only wanted the recall taken care of and that I would return to pick up my car same day. Again I was met with terseness and he agreed to fix only the recall and return my car same day. Not two hours later, I receive a call from the same rude service rep, but this time, his tone had completely flipped. He was over the top polite and said that he would "jump the line" for me and get both the recall taken care of and the clutch replaced within 3-5 days. This had me suspicious, but stupidly I ignored my suspicions and agreed to let them keep my car for the additional time. Thursday (day 4) rolls around and I had yet to hear anything from ford service, so I rolled through their lot only to find my car had suffered significant body damage. My suspicions about why the service rep changed his tone seemed to be true. My belief is that his complete change of tone and sudden change in timeline were because my car had been damaged the same day I dropped it off and they were going to try to keep it longer in hopes that they could cover it up and fix the damage before I picked it up in 3-5 days. I go in Friday morning (day 5) and ask to speak to the service manager immediately. I explain the entire situation and show him the damage and he claims it's the first they have seen of it. He then proceeds to tell me that they will take care of the recall, the clutch replacement, and the damage and have it back to me in another week. This means that after five days of sitting in their lot, they had yet to address any of the issues my vehicle was having and instead, damaged the vehicle so now it is in worse condition than when I came in. A week then rolls around and I have heard nothing back. I then call to inquire about my vehicle and come to find out, they can't locate it on the lot even though it had been returned to the lot from the body shop the day prior. I finally reach out to the general manager of the dealership and explain my situation and my experience with Koons Ford Falls Church. To his credit, he was very personable and listened to all my concerns but in the end he just said that he will address the issues I brought to his attention and he hopes I will give them another chance. Unfortunately, that won't happen because this dealership has lost my trust and my business and I will never buy a Ford vehicle ever again. Oh and to top it all off, after driving the vehicle for a day, the clutch is lurching and shuddering again and needs to be replaced. More

Above and beyond expectations! Russel Walker helped me find the right car (2019 Ranger!) for our son and even helped me plan the surprise. Very easy and comfortable process. Russel Walker helped me find the right car (2019 Ranger!) for our son and even helped me plan the surprise. Very easy and comfortable process. More

Fantastic experience from the first phone call. Fantastic experience from the first phone call till driving off the lot in the new car! Russell and the whole staff was excellent to deal with and I w Fantastic experience from the first phone call till driving off the lot in the new car! Russell and the whole staff was excellent to deal with and I would highly recommend to all friends and family. I cannot say enough of how well everything went! Great job Russell and Koons Ford! More

Extraordinary experience in every level! Russel Walker!! My husband and I purchased 2 new Ford Escape SUV’s from salesperson extraordinaire, Russel Walker at Koons Ford, Falls Church, Virgin Russel Walker!! My husband and I purchased 2 new Ford Escape SUV’s from salesperson extraordinaire, Russel Walker at Koons Ford, Falls Church, Virginia. Our experience exceeded our expectations! Russel made purchasing a vehicle an absolute pleasure. He is personable, positive, knowledgeable, enthusiastic and empathetic. After closing the deal—a fabulous Memorial Day sale—we proceeded to Joe in finance. Traditionally, I truly dread this aspect of the car buying process. However, Joe offered us so many valuable options for the maintenance of our new SUV’s and expert financial advise. He went above and beyond to raise my already great credit score. Speaking of maintenance...the Koons service department is stellar! Agner and Master Mechanic Erick treated me so kindly and with great empathy when informing me my trusty and beloved 2001 Ford Explorer Sport was beyond repair. As a result, my husband and I decided to purchase another new vehicle from Koons. I highly recommend Koons Ford for your next car, SUV or truck purchase. Ford delivers on product and price. Russel Walker in sales will make your purchasing experience stress free, smooth and exciting!! The service department will keep your Ford running beautifully for many, many years. Love, love, love Koons! More

Bad Experience with Pedro and his manger Joe At the time of the purchase Pedro behaved really well with me and he did assure that I will receive my cars floor mats by mail in a couple of days, At the time of the purchase Pedro behaved really well with me and he did assure that I will receive my cars floor mats by mail in a couple of days, as this was part of the purchase and the offer I got with my car. However, after I came back to New Jersey with the car, I kept following up with him through phone call/Text messages and he kept keeping me on hold for a month ! After a months time , he mentioned that they cannot give me the floor mats offer anymore ! I then reached out to his manager Joe , he behaved very rudely with me and spoke in a very arrogant language , and started asking for proofs of mine and Pedros conversation. And then later hung up the phone on me without resolving the matter. More

Bad experience When the car was delivered by the salesman, I was told I should have received paperwork from the Finance Department. i did not. I signed off on "est When the car was delivered by the salesman, I was told I should have received paperwork from the Finance Department. i did not. I signed off on "estimated fees" and was charged over and above what I was verbally told would be charged. Contacted Finance Department at least 8 times with ZERO RESPONSE. Never got a refund for the overcharge and was never contacted by the dealership. I contact every tier in the finance department including the General Manager with NO followup. Horrible experience. More

Beware! Bought a new Mustang that had undisclosed paint work I took delivery of my brand new 2018 Mustang Shelby GT350-R under Koons' canopy 9/4/18. When I got home, I and others noticed the right front fender d I took delivery of my brand new 2018 Mustang Shelby GT350-R under Koons' canopy 9/4/18. When I got home, I and others noticed the right front fender did not match the rest of the car. Koons barely communicates with me now. They have offered to have the fender repainted to match the rest of the car. Who wants a NEW car with a repainted fender that has been repainted again? I have asked for and should receive a refund. The level of lack of concern with Koons is astounding. More

Beyond Expectations We experienced great customer service from the moment we stepped into the dealership to the moment we drove out in our new Ford vehicle... Freddy Port We experienced great customer service from the moment we stepped into the dealership to the moment we drove out in our new Ford vehicle... Freddy Porto our Salesman handled everything with our concerns from service to financing, we Highly recommend Koons Ford. More

Russel Walker Excellent service, Russel Walker is extremely friendly, efficient and helpful even after the purchase of my car. Whenever I encountered a problem, he Excellent service, Russel Walker is extremely friendly, efficient and helpful even after the purchase of my car. Whenever I encountered a problem, he would always come all the way to my place or wherever I was to help me. Had a great buying experience and would recommend him. More