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Koons Silver Spring Ford
Silver Spring, MD
232 Reviews
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Showing 232 reviews
December 26, 2012
The ABSOLUTE WORST customer service and quality work in my 31 years as a Ford owner. Based on positive reviews on this website, I took my Explorer in to have numerous standard and/or minor maintenance issu my 31 years as a Ford owner. Based on positive reviews on this website, I took my Explorer in to have numerous standard and/or minor maintenance issues addressed in May 2012. In July, I went in because the driver's side window was stuck in the down position--unrelated to my May visit, of course. In the dismal July visit, they replaced my power window assembly for nearly $600. Upon picking up my car, I discovered the door panel's trim had been broken and window/door lock switches' plastic cover/housing was grossly crooked. [BTW, the stuck window repair required door panel removal and cover/housing.] Chris Austin (service manager on duty at 5:00 PM) queried the tech (within my view but not within my hearing distance) and the tech reportedly told Mr. Austin the trim was already broken when I had brought in the car. Mr. Austin said the tech was among his most experienced and that techs are not penalized if they come clean on damages they cause--the dealership just eats the cost. [However, too many oops breakages by a single tech surely raise Koons corporate eyebrows.] Whatever the policy was and the tech claimed, I knew with 100% certainty the trim was intact when I took in the car. Moreover, that "pre-existing" damage was never documented in the service paperwork; the tech reportedly had never mentioned it to the service adviser; and of course nobody had called to tell me there was supposed "pre-existing" damage to the immediate area they worked on and/or to ask if I wanted it repaired. Additionally, I had been overcharged/double charged to the tune of approx $50. Chris Austin was an arrogant, unprofessional manager on duty who treated me with the utmost disrespect. He refused to accept responsibility for the damage, told me he would not get replacement trim or a door panel, said he'd glue the trim back on, and grossly misspelled his boss' name ("Ruppert" instead of Ruprecht) when I requested his supervisor's name. The supervisor/Fixed Operations Director (Todd Ruprecht) was courteous and more professional. However, he gave me the run-around in several e-mails over a two week period. Knowing I wanted my trim replaced rather than glued, he would not specify how they would repair my car and he repeatedly ignored my requests for contact information for Koons' senior-most official and Ford's regional honcho. Finally, I took the car in to have the damage repaired and waited for my car. Pursuant to my questioning, Mr. Ruprecht candidly agreed that his tech broke my door trim, had done a shoddy install job on the switch housing/cover, and had clearly been untruthful for unknown reasons about the supposed pre-existing damage. I appreciated such candor after so many denials by others. Russell Pentz (shop manager) took my car into shop, applied "epoxy" (i.e., glue) to the broken door trim on (which was not my desired solution, but the only one Koons Ford offered me despite my insistence) and replaced crooked switch housing/cover (whose plastic tabs had been broken off by the same tech who broke the trim). To his credit, Russel Pentz was apologetic and very professional. Mr Ruprecht reimbursed me the approx $50 I had been over-charged/double charged and off I went. During that corrective visit, Mr. Chris Austin walked right by me multiple times and never apologized or even acknowledged my presence--although he clearly knew who I was and why I was there. Mr. Ruprecht was an adept and politically correct politician who knew from the beginning they would merely glue my trim, never gave me the contact info I requested (only providing me Alex Perdikis' info), and never righted the matter. In my view, only Russell Pentz seemed genuinely concerned over the series of errors and my resultant angst and time wasted. On my May 2012 first ever visit to this dealership I had multiple minor items addressed (including radiator hose replacement) totaling $3300, I THOUGHT at the time I was satisfied with the work. However, the first time I drove the car after getting it back home, it leaked coolant. The service adviser told me to take the car in right away. Add to the previous $3300 just over $500 more for a new intake manifold which they easily convinced me was unrelated to the previous $3300 of work performed. Considering the gross dishonesty displayed in the July 2012 incident, I wonder if they didn't crack my intake manifold in and subsequently charge me to fix what they had broken. All involved at Koons surely knew they had permanently lost a customer. Sadly, despite my decades of brand loyalty, I will probably never again buy another Ford. Koons knows very well who I am. If they make good-faith amends, I will update this posting and others on the web. However, I'd bet they really don't care that they lost a customer because they have my $4,000+ in their pocket and a large DC-metro area customer base on which to pull-off similar shenanigans. More
by Victimized
Employees Worked With
Todd Ruprecht, Chris Austin
December 20, 2012
General Manager, I own a Lincoln LS and have been General Manager, I own a Lincoln LS and have been bringing it to Koon’s Ford of Silver Spring for service since the closing of the Lincoln Dealers General Manager, I own a Lincoln LS and have been bringing it to Koon’s Ford of Silver Spring for service since the closing of the Lincoln Dealership on Route 7 in VA. I would like you to know that I am very pleased with the quality your service department provided. David Ledgere is friendly, knowledgeable, and trustworthy in the way which he conducts business. In a time of stress it is refreshing to deal with someone who helps aleveate one less worry. It is commonly understood that good employees are hard find. You however seem to have hit the jackpot in your service team. From the mechanics, to cashiers, to porters, and reception I sincerely appreciate the great work and pleasant service. I would recommend your dealership to others and thank you for the excellent service. More
by Lincoln LS
Employees Worked With
David Ledgere (service advisor)
December 12, 2012
Alex Reyes brought my Explorer Sport to me last night. Everything about the sale was real good. His effort and the whole process was smooth and accommodating. I told him... if I could blink and the car wa Everything about the sale was real good. His effort and the whole process was smooth and accommodating. I told him... if I could blink and the car was in the driveway, that would be great. Alex was excellent at follow up and follow through. I talked to him last Friday and he brought the car to my house Saturday morning to test drive. That was truly going the extra mile. The whole process could not have been easier. I was indecisive on getting a new Explorer. I had two previously (1993 and 2003) and drove each 10 years. The newly redesigned vehicles are a great effort by Ford, but I wanted the right fit. Being a bit of a truck guy, the new Explorer is more like a car and I was close to deciding on the Expedition. But the Expedition needs a redesign (in progress surely). The Explorer Sport closed the deal. Horsepower and torque, styling and everything built into the redesign make for a very compelling vehicle. As neither Silver Spring or Gaithersburg are in my tight circle of home/work in DC/ Rockville pike, Alex bringing the car to me was very generous in time and effort on his part. Otherwise I probably would have procrastinated another few months and might have ended up at either Sheehy or Ted Britt (worthy dealerships I'm sure). More
by macfawlty
Employees Worked With
Alex Perdikis, Brian Orlove, Alex Reyes
November 27, 2012
Buying a new vehicle can be an anxiety producing Buying a new vehicle can be an anxiety producing experience for most people- including myself. Not with these guys. They were honest ,straightforward Buying a new vehicle can be an anxiety producing experience for most people- including myself. Not with these guys. They were honest ,straightforward , helpful and didn't waste my time. We made a great deal and I did not walk away feeling as if I had been taken advantage of. I never write reviews but in this case I felt it neccesary to recognize a great company that operates the same way I do. Oh yeah, they are really nice people too! More
by truckerjack
Employees Worked With
Troy Thacker
November 04, 2012
Easy sale, no haggle with the price, the salesman did not have what I wanted at the dealership so he found what I want at another dealership and had it shipped in. That's over and above to me. I was blown aw have what I wanted at the dealership so he found what I want at another dealership and had it shipped in. That's over and above to me. I was blown away. More
by Kissmyass333
Employees Worked With
Troy thacker
October 17, 2012
Everyone I worked with at the silver spring koons was amazing! They were straight forward, honest, caring, helpful and patient. Any question I had about anything from vehicle questions to law/paperwork D amazing! They were straight forward, honest, caring, helpful and patient. Any question I had about anything from vehicle questions to law/paperwork Denard was right with it. I wish I knew 1000 people who needed to buy a car because I would send each of them to the koons in silver spring :) They are awesome!! More
by Mcnewbold
Employees Worked With
Denard Carey, Simon Boulware
September 19, 2012
I recently bought a pre-owned Audit from Koons Silver Spring and was extremely happy with their fantastic customer service. The whole experience from the search, to pricing, to closing was top notch. I w Spring and was extremely happy with their fantastic customer service. The whole experience from the search, to pricing, to closing was top notch. I would strongly recommend Koons Silver Spring. More
by radanovic
Employees Worked With
Alex Perdikis
August 29, 2012
Absolutely. We have had a very hectic two months after having lived abroad for 5 years, so it was refreshing to interact with a dealership that is honest and upfront about the price of the car. Both Alex having lived abroad for 5 years, so it was refreshing to interact with a dealership that is honest and upfront about the price of the car. Both Alex and Debbie took the time to go over the price and the various options so that we were comfortable in our selection. Debbie's quick reply to my internet request and follow up phone call was great. Having a vehicle that met our needs was great. We had looked at other dealers in NJ and it was difficult to get the color and options that we were looking for. Alex was excellent at taking time to go over the numerous features of the car. Claron did not nice job explaining the various options we could select for our Escape. It was a very satisfying customer experience. More
by ssdbowers
Employees Worked With
Debbie Colt, Alex Reyes
August 26, 2012
Debbie, Dennis, and Hassan treated me great. They were up front and honest with me through the whole process and made me feel very comfortable. I really appreciated the no haggling atmosphere I experienc up front and honest with me through the whole process and made me feel very comfortable. I really appreciated the no haggling atmosphere I experienced. Hands down the best car dealership I've ever experienced. If you're looking for a dealership that's gonna make the car buying experience as pleasurable as possible, head down to Koons of Silver Spring. More
by Tbradley1124
Employees Worked With
Debbie Colt
August 18, 2012
Thanks to Koons Ford of Silver Spring and all the associates we worked with (especially Dennis our Sales man) we had an excellent car buying experience from the second we walked into the dealership. associates we worked with (especially Dennis our Sales man) we had an excellent car buying experience from the second we walked into the dealership. We got exactly the car we wanted and felt that it was an honest and fun car buying experience (never happened to us before at other dealerships). It was all about customer service in this dealership and we will be back in a few years to purchase a new car from them. Thanks to Dennis for making it a quick process (we had 2 little kids with us) and thanks for getting us exactly the car we wanted!!Excellent customer service, great price, super friendly staff! Would definitely recommend this dealership to anybody! More
by shortinofamily
Employees Worked With
Brian Orlove, Debbie Colt
