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- Mon-Fri 7am-6pm
- Sat 7am-5pm
- Sun Closed
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GPS Location
5 helpful highest ranking reviews
Celina Marquez
Just want to preface this review by first pointing out that this is not directed at Frank— the only advisor that acted as if he cared. Frank gets 5 stars for all of my interactions with him. I have been going to this service shop since 2015. I’ve spent tens of thousands of dollars here and have paid my bill with no problem. I needed a repair in 2022–I paid for it. (Over 1k). Later on I discovered it was recalled. I requested my money back. They gave me the run around and told me to call corporate. When I called, corporate said this dealership had to pay for it because they were made aware about this recall back in 2020. The only time I got a response about getting a refund was when my car had another issue that I went to them for. I had the issue fixed—I paid for it in full. My car was still leaking coolant (the same issue I came in for) I stressed to them about the refund I was supposed to be given. They told me I could put it towards the repair. I have no problem paying for any repair, as I always pay for any repair. But for nobody to express any type of care that I’m having to go back and forth, being without a car over the same exact issue I came in and paid for already. I felt that was unfair. I expressed this to Frank, and he understood. The service manager had the worst attitude and said “she already got money off, she needs to pay for it” I did not just get money off, you guys owed me that money. And I was put through a windfall of inconveniences. Not fair to the customer. Also I appreciate the general manager taking the time to speak to me, but I never even received a call back as promised. This dealership makes you feel like you’re just a number and part of their quota they need to accomplish. It’s never about doing right. I came here because I trusted you all would always do right by me. But they failed to do so. I won’t be back. I’ll find somewhere else to either get my car fixed or get a new car.
wanda wiggins
Dissatisfied. I will not be back for any service. Staff was very unprofessional and unorganized.They just "look" busy. Zero customer service skills. Never called about estimated costs. I had to go back to inquire about it because noone ever answers the phone including the extension assigned to your personal service advisor. Don't bother leaving a message, they won't call back. I went up there and they needed to keep it an extra day. Which was fine, I stated I wish you would of just called me. Her reply was I call everyone back before 5pm. It was almost 4 and my vehicle was there all morning, but still ok. I just asked if they could please just give me a call tomorrow. She calls on Tuesday for me to pick up. Get there. They lost my key then lied about it. Tell me to have a seat while I watch everyone pick their car up. I waited a while until I got tired of waiting. Again, i asked where is my key? Whats going on? Crickets. Smirked when I asked to speak to a manager and all the advisors left and stood in the service bay behind the glass doors. Commercial advisors included. Suddenly noone is in the office except the one guy who has no access to a computer. Go figure. Whatever shenanigans you all had going on was deplorable. Do better. I DO NOT RECOMMEND KOONS FORD on Security Blvd for any service. Wish I could rate zero stars.
Samuel Swanson
EDIT: The service department reached out to me after this review went live and offered to repair the scratch at no cost and to re-evaluate the transmission. I am updating the review from 1 to 2 stars for attempting to make things right, but I still won't be coming back for this particular issue since it shouldn't have happened in the first place. Original review: Do NOT come here for warranty work under any circumstances. After another dealership verified my F-150's 10R80 transmission was shifting roughly (classic CDF issue) they sent me here since they didn't have enough techs for the work. Not only did Koons techs (and the shop foreman) claim that they couldn't replicate the issue, saying it "shifted perfectly", I brought my truck home with a new scratch in the hood and they charged me almost $300 for the pleasure. The truck still downshifts through gears 3, 4, and 5 like a box of rocks and now I have to figure out when I'll have the time to buff out the clearcoat on my hood. I'm not sure if it's malicious intent or just incompetence, but I will never be coming back to this dealership. Maybe I should have demanded a ride-along to demonstrate the issue, but after finding the scratch today I'm glad they don't have my truck anymore.
Bob Smiling
As another recent reviewed stated: Do Not bring your vehicle here for warranty work (or any service work, if you can help it). My company used this dealership for fleet maintenance/repairs for years due to convenience of location. However, after years of poor service and damage to vehicles while in their care, we moved our fleet care to another shop; we now only use Koons Ford for warranty repairs. After recent issues, we will now not even use Koons for warranty work. Most recently, had a truck go in for bank-2 catalytic converter warranty replacement. A week after the "replacement", the error code came back, only to discover the cat was never replaced; they only cleared the code (we got invoice stating it was replaced, but both cats still rusty; clearly not replaced)... So truck went back in. This time, they held truck for a WHOLE MONTH while they "did tests" and tried to avoid the warranty replacement; they eventually replaced the one cat. 1.5 years later, same cat failed again. This time they again are trying to avoid the warranty... First they said not under warranty due milage. Then when we supplied the warranty statement that showed part warranty for 24 months unlimited milage, then they tried to say that due to management change, they don't have paperwork showing they did the initial work; so we supplied them the receipts and warranty paperwork (again). Then service manager said he never got email... So I found the email on his computer (unopened/unread, but email above and below were opened/read). Now we are STILL waiting for them to decide what to do with the truck, after a week and a half. This is by far, the worst service department I have ever done work with !
Troy
This place is the best dealership I have ever experienced. The service department is awesome (Thanks Kara) and of course the sales team is the same. If you are looking to purchase a new vehicle or used, this is the place. Koons Ford of Baltimore. Thanks so much !!!