Paul Gerardi

I LOVE my service rep, Deshaun! He understands what I/my truck needs and takes care of it! His communication skills are fabulous! He understands what I/my truck needs and takes care of it! His communication skills are fabulous! More

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Koons probably offers a great sales service, if you are looking to buy a car the reviews below will be a great experience, as with many other dealerships. If you want to buy you will be treated like a quee looking to buy a car the reviews below will be a great experience, as with many other dealerships. If you want to buy you will be treated like a queen/king, if you need maintenance service you will become a clown. Second attempt to have my problem, which is simple, resolved in this store and it was a horrible experience. First, my appointment was set and I explained the problem and then they called me to arrive earlier so that I would have enough time to resolve it, and then the person who called me was confused about what time I should go and told me to go at another timetable. When I arrived, the technician responsible for the service wasn't there, I don't know what time he arrived and the 3 attendants I spoke to were rude and couldn't give me decent information about when my car would be looked at. I waited for 2 hours and no one came to check my car, I tried once again to talk to an attendant who was again rude and didn't give me any information. I left after waiting two hours and not having my problem resolved. Definitely avoid this place if you want your problems solve. More

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Fast service at a good price. They picked up the car serviced and returned it with no problem. In a Covid safe process that was touch-free. serviced and returned it with no problem. In a Covid safe process that was touch-free. More

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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

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Outstanding this is a cause driven team of industry leaders. Would strongly suggest you check with them before you purchase a new ford Hsve been with them got 23 this is a cause driven team of industry leaders. Would strongly suggest you check with them before you purchase a new ford Hsve been with them got 23 yesrs More

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