I bought my car from Koons and the process seemed fine. We wanted GPS installed. Our salesman, Keith, had them install some piece of garbage after-market system. After we complained, a system that was not under Ford warranty was installed. We were lied to! We got the run-around and no compensation for the aggravation of only being able to have the installer make repairs! Do NOT buy a car from them! read more

Koons Ford Baltimore is absolutely the worst! I bought a 2013 Ford escape from them about 8 months ago. My 1st complementary oil change was a disasster. Paper mats left on floor, paper hanging from mirror, grease on driver and passenger seat, computer was not reset for oil change reminder, sticker read the same as when I bought the car 5000 miles earlier. I called Service manager and she said she was sorry and that I would be given 2 free oil changes and she would send new window stickers out, again they read the same as when I bought the car. In the meantime Ford sent me their survey which I filled out because at this point people need to know about them. I filled it out and received a call from the service manager stating she was taking the oil changes back unless I removed my review. I won't but also won't buy another car from that DUMP! read more

So my truck is there now and I'm really pissed because come on with the prices $1,000 for a serpentine belt that you can buy from the store for about 70$. They want to charge me $277.88 for the belt and $105 with taxes for labor," REALLY, " Oh and a battery for 365$ plus taxes. $179.95 for diagnostic and whatever other stuff they tacked on to make the cost so high and of course those things are not covered under my warranty. I had to get the truck towed there on Monday which was Memorial Day so when I called Tuesday morning they had no clue where my car was, they had the key but no truck for half the day, it was around 1pm when they called to let me know they finally found it. I told them what was wrong with the truck, they told me it was gonna cost 179.88 for a diagnostic but that would be covered if what was wrong with the truck was covered under the warranty, but when they called me back they quoted me a price for all items not covered under the warranty , they never even checked what I actually told them was wrong because they want cash not warranty. I then again told them to check my alternator the thing that was smoking when I lifted the hood and what do know they called back to say oh yeah you were right the alternator is bad oh and you have a oil leak in your drip pan, so they were going to charge me for a diagnostic that they didn't even do until I told them to go back and if I was a stupid female I would've just paid the $1,000 and then would've driven off the lot and the problem would've still been there and I would've been right back for the bad alternator and would've been charged all over again for the same problem. I got this truck from Koons Ford in Virginia and I really think they sold me a truck someone traded in, I've had problems with this truck ever since I brought it, I think they sold me a lemon. I will never buy another vehicle from Koons Ford and I will never bring my truck back to them for repair. I'm not even going to tell y'all the other bad experience's I've had. I literally had to email Krystal Koons to get help when I first brought the truck because I kept getting the run around and I should've never had to do that to get service. If I could give them less then 1 star I would. I'm so disappointed with the service from the people that work for this company. I wish I had read the reviews before I brought a vehicle from Koons Ford they work hard to get you in a vehicle but after that you're on your ow. read more

Saw a vehicle at this dealership online priced at MSRP on multiple sites but when I arrived after scheduling a test drive and communicating with a sale rep the car had a $10,000 markup. The car is still listed at MSRP on multiple sites. It is very disheartening that a dealership would use these tactics to get people to come to the dealership only to find out the price online is wrong. read more

I had my car worked on by Jay, one of the technicians/advisors. We are very happy with his service. He helped us with our warranty, kept us up to date, and had the car ready sooner than we expected. Thank you, Jay. I actually created a Yelp account so I could make this review. read more

I hate to write this review but I have to just to give people a heads up. I went to koons to get a oul change for my mums car. I should have looked on their website before taking their word for it. The rep I talked to told me the cheapest oil change they had was the pit crew special for over $100 but on their site there is one for 54.95. And also after my service was done the final price was more than the special. This rep just cost you a customer. You will never get our business again. read more

Customer Service Representative in Service was rude and unhelpful. Even told me my car wasn't there when I got a text it was. Didn't even bother to look up my info. Told me to callback read more

**"BUYERS BEWARE"** Look at all the negative past reviews - "shells games" haha Use your common sense, any review that disputes all the "REAL CUSTOMERS" complaints/reviews are 100% a person from this establishment themselves. They say never trust a cars salesman & this establishment lives up fully to this. SHADY, SHADY, SHADY, you go online see one price, than agree to that price with a representative. All to find out that once you get there; they have RAISED the Internet price, acting as if you haven't already agreed to the previous lower price. Do your homework an read the reviews - Their responses are comical at best. "I'm sorry, I'm sorry, we're not like this, except there are numerous cases where "fairness and transparency" are the last thing this establishment cares about. If it was possible to give NEGATIVE STARS I WOULD!!! read more

Service center is terrible. Staff sits around on there cell phones and ignores you. I spoke to a manager he never called me back to follow up with me on my issue. Had my radio replaced at this location and a month later it's acting up again. Was told I would have to pay for another diagnostic test and leave my car with them which is a huge inconvenience that I have to pay for a rental and drop my car off for something that should have been fixed. I will NEVER buy another FORD! All they give me is issues. read more

Since relocating to MD back in 2003, every vehicle I've owned I purchased here from my favorite Sales Guy Derek Lewis. This dealership and the people who work here make car buying and maintaining a very pleasant experience especially for women (in my own personal opinion anyway). I'm always leery as a female about all things car related but their processes that are in place here always leave me feeling like I've made the right choice whether it's a vehicle purchase, routine maintenance or an unexpected issue with my car. Over the years they've totally upgraded their facility and it's very comfortable, clean and accommodating should you have to wait there for your car. The lounge always has hot tea & coffee, snack machines, televisions and charging stations. They offer local drop-off service via Uber or Lyft which is a plus if you work in the vicinity like I do. I've also noticed here recently that as oppose to being heavily male dominated the with their staff, I'm seeing a lot more female staff and not just at the cashier's window but across the board, OK KOONS! Come through with the GIRL POWER!! I'd recommend this dealership to anyone looking to purchase or maintain a vehicle. They are rockstars in my book! read more

So this isn't the first time I've purchased a car (not from here) but this is the first time I've truly been disrespected by both salesman and the manager. I guess it's because I'm a female and this location likes to take advantage of women and belittle women. When purchasing a car, negotiating the price is always something that happens between customers and salesman. Unfortunately at this location where the salesman (David) has completely no information on the car or how to answer questions on a vehicle of a customers choice likes to be as arrogant as possible like he purchased the car himself. On a car that is priced 43k online with a sticker price of 52k when we offered an amount of 40k in cash we were told by David "I'm not even going to let my manager entertain this". Not sure if he is aware but you never speak to a customer like that. Then we called the manager Jeff and ironically we got the same disrespect where he told us "go somewhere else and get a car". Probably more than 100% sure I would never shop here again but what this place likes to do is convince people to write a good review in front of them to keep the reputation of the store up and flood the reviews with as many good reviews to drown out the bad. Please go with a male because I'm pretty sure if you're a woman and go there by yourself they won't treat you as they should if a male is there. Definitely SEXIST! If I could give zero stars, I would! read more

Bought a used car here. The car has been great but the car buying process was not. Watch out for the finance guy who will sneak into your conversation with the salesman. I was caught off guard by this, not ready to talk money but being shoved into it. Also DO NOT EVER LET THEM KNOW you are paying cash; they don't make any money off of cash buyers and you will not get a good price. Lastly, check your vehicle over with a fine tooth comb before talking money. read more

I am looking to purchase a new Ford Raptor but the price gauging is insane. I understand that mark ups have become the new normal with the lack of inventory but what makes things worse is when you advertise one price online but the truck is actually selling for a completely different price. It is insane that a truck is listed online for $77,000 and when I call there is a $30,000 mark up on it. Just be upfront about the pricing so people don't waste their time. read more

I've been going to Koons Ford for the past few years. I always stick with my service guy Jay Stewart! He is the best, he make sure I get the best service on my car. He goes above and beyond to make sure I'm happy with the service. I highly recommend him as your service advisor. read more

I visited 3 Ford dealerships in the area looking for a Ranger. I was only taking my spouse for a test ride before buying a truck I had picked out at a different dealer. The salesman was so friendly and low key that I let him give us a price. Needless to say, it beat the other dealers price...with out any catches. It was their web price plus destination fee, plus tax, tag and title. (The other two dealers had other charges added in and both also demanded I take a high interest Ford loan or pay an extra $3000.) I slept on the price and the next morning the truck I was looking at (it was at one of their other locations) had been sold. My salesperson had been promoted to finance, but handed me off to another salesman who did a lot of work, and I mean a lot, to put me in another truck I was satisfied with. read more

My search for the right truck started in Hampton Roads Virginia. I literally went to multiple dealers, being very upfront about exactly what I wanted and what price I was willing to pay. Most of the other dealers either did not have the right truck in inventory; or tried to push me into something I didn't want. It was a very frustrating experience ...until we found Koons Ford Baltimore. We were visiting family and I figured I'd check local inventory. They had so much more inventory than other dealers. The prices were great too...I thought for sure it was going to be another trick to get me in the door. However, they really do live up to what they say they will be. Danaj was friendly and non pushy. The truck was perfect. I really couldn't believe how stress free and easy the process was, especially after visiting so many other dealers over previous months. I ended up buying the truck that day; and next time I won't even bother going anywhere else. It's worth the drive to get what you need, without mind games and sales gimmicks! This was a couple of months ago, and we still love the truck, and still haven't seen a better deal locally! read more

Great customer service and knowledgeable salesmen. Multiple financing options and made the whole sales process easy and enjoyable.

A second encounter with the two top managers at Koons, in person, resulted in the sales manager cursing at me to tell me I will never get my contract honored (the f bomb was his favorite). Both he and Dennis K., Gen. manager continued to deny the validity of my contract. They have now made an offer for oil changes for the length of the contract but that is it. (a premium contract was purchased which covered over 200 items). AND to get that I would have to take down my review of them here on yelp. I declined this offer. I would like my full contract honored and I will never be bullied into taking down my truthful reviews. Any company that would treat a customer like this needs new potential customers to know exactly what they may face if purchasing a car at Koons Ford. (For the record I love Ford cars -- it is this dealership that is a nightmare -- not the Ford vehicles). read more

This was a bad buying experience. The only reason I continued through was because the car was exactly what I was looking for. The engine was lightly revving while in park. The salesman told me that was standard for the turbo. He even told me his dad has the same car and it does the same thing. I, like an idiot, believed him. I buy the car, take it to a mechanic and he says there is a serious problem. I take it back to Koon's and they fix it, and give me a junk loaner. It took over 2 weeks. When I was working with the finance department, the guy was trying to hard sell me, which is annoying since we had made it that far. We agreed on a rate and later I find out that the rate the bank gave me is not what we agreed on. It was minimal so I didn't go back and fight it, just a shady move. I would not buy recommend buying a car from here. read more

I bought my Ford Escape Hybrid here in 2005. The salesman displayed no understanding of hybrid technology--I had to explain it to him. They didn't have the one I wanted in stock, and so drove it in from another dealer. When it arrived, the disks for the NAV system were missing, so I had to come back a few days later to get them. The service department isn't great. Sometimes I can get a ride to and from work, and sometimes they say UMBC is too far. It would be nice if they were predictable. There's always the 77 bus. The truck was recalled once, and so I made an appointment. When I came in, they didn't have the part. I rescheduled once they called and said they had the part, and when I got there, the one mechanic who could do the job was off. Seems to me they should have called me or just made the appointments for later dates if the part wasn't there or the mechanic was off. My third trip in they did the job, or I guess they did since it was displaying no symptoms. Finally, the service department can't seem to understand that a reason to buy a hybrid is the 10k mile recommended oil change interval, so they still contact me for 5k mile services. I guess they're more interested in separating me from my money than in treating me like an individual. read more

They refused to transfer a car I actually BOUGHT at a different Koons Ford. I had a signed bill of sale and had traded my car, only to be told the car was already sold. So they sold me a sold car, oh well, that happens. NOPE, the car was available but Koons Ford Baltimore didn't want to give up the car. Unbelievable. Koons Ford Falls Church ended up giving me a great price on an even better Mustang because of what Koons Ford Baltimore did. If you are gonna go to a Koons Ford go there and if you are buying a Mustang, go straight to Joe Bond. He used to be a Mustang tech so he knows EVERYTHING about these cars. Also, to whoever manages the Koons brand, I think you should re-evaluate the way you do business as a whole. I had to go to hell and back just to buy a car because no one wanted to release the car to a different location. Ridiculous. Why would I have to drive to Baltimore from Arlington when the Falls Church location is right down the street? read more

My experience with service under the supervision of Denise Koulatsos has not been the best. I went to him with a valid complaint of delayed repairs to my f150 and lack of communication from his employees.. needless to say I just got my loaner car 2 1/2 days later, because they couldn't find the service manager, after I repeatedly lifted messages. Upon arrival from the hertz rental spot(on my way to get the rental they stated "the car was ready") my vehicle was swiped on the whole passenger side and my rims were scratched.. I just asked to be dropped off and deal with the loaner tomorrow. read more

Wife bought a 18 Escape from here one year ago. Ask for salesman Norman. Service department is awesome. Very friendly

My wife and I were searching for vehicle but we had a shoe string budget. Alex Persful really helped us out and fought hard to get us what we wanted and needed in the vehicle. He looked through inventory and had found our dream car that not only met but exceeded our expectations! The Finance manager put together a package that was practical and affordable. I would highly recommend Koons Ford of Baltimore. Please ask for Alex Persful read more

Service department charges over $100 for a basic oil change rather than the $59 recommended by Ford and covered by points awarded when you buy a new car. Avoid this dealership and go elsewhere for service. read more

Worst koons Ford dealership ever, I bought my first car from this place and took it to service because my transmission had broke on me on august of 2020 and to this day I haven't got my car back which it only should take at least a week or so to fix, it has been over 3 months now for a transmission, they have the worst customer service ever I get called every 1 time a month to keep me updated on the car and he doesn't even talk to me he just says a couple of words then hangs up the phone and I called the server manager doesn't pick up so I leave a voicemail and never got a call back, worst decision ever, never again. read more

I had a great experience at Koons Ford, today. The sales people were very kind, patient, and not pushy. You could tell they care about their customers. I was able to purchase a used car for a great price. Call and ASK FOR JIMMY if you want a great deal!! He will take great care of you. read more

My husband was in an accident back on July 17th. The insurance company had them tow it to Koons Baltimore Ford. Biggest mistake ever! It is now Sept 19th and they can't even give us a date when it will be ready. There has been very little communication and we are extremely disappointed in not only the customer service, but also the fact that it has been over 2 months with no sort of deadline. Maybe it is not a priority because he is not a paying customer but that is not an excuse. I would not recommend this place to anyone. read more

So they get back to me 13 days later to say that there was a mis communication? If that's the case there must be miscommunication every time I called. Needless to say they say that they have been trying to contact me? They've NEVER tried contacting me. $500 later, I have a NEW windshield from a place that I TRUST! Kick rocks koons of Baltimore! You have cost me a bunch of in necessary money! Not like your going to offer money back! read more

Terrible customer service. Derek, I think he said (couldn't understand him), was the rep who spoke to me about a truck I inquired about. He said, "I THINK it sold," and then hung up...CLICK! He didn't know for sure. I am glad this happened because, now, I will not be making a trip, in traffic, to visit the lot. read more

OVERALL - We will not recommend that customers do business with this dealership. We did not receive good service. We were given inaccurate information multiple times from the service department. Details below: -------------------------------------------------- My husband and I have recently experienced numerous unpleasant and unprofessional occurrences at Koons Ford on Security Blvd. We purchased our 2014 Ford F 150 at this location in October 2015. At the time of purchase, we also paid for an extended warranty. Our recent experience began on Sat, August 31st when we contacted the dealership to set up service for our truck broke down on I-695. We were advised by two employees in two separate phone calls to the dealership (the receptionist in the service department and one of the service team members) - that the extended warranty had expired in April 2019. So, we had our truck towed to a local mechanic for evaluation and service. The cost of the repair was $611. A few days later, our vehicle continued to falsely overheat and we were advised only the dealer could reset the computer. We dropped off our vehicle for service on Sat Sept 7th at 7am when the department opened. We were told our vehicle would be evaluated and we would receive a phone call with an update later in the day. When we called the dealership at 4pm we found that the service department was closed for the day. We called back Monday, Sept 9th and were told we would receive an update later that day. But no call was received. Over the next 2 and 1/2 weeks, we experienced unacceptable customer service. The members of the service department consistently advised they would call with updates but NEVER did. They also shared false information. At one point we were told they found that mice had chewed through harness wiring - which was causing the false overheating but the next update was reported - they had not had a chance to evaluate the vehicle. This went on for more than TWO weeks. Not only did we receive false information, we were ONLY able to speak to the mechanic and service manager after we consistently called and sent emails for updates. We ended up renting a vehicle so my husband could drive to work and discontinue asking co-workers for a ride!! I placed several calls to the dealer's "posted" public relations representative (Athina) but received no response. At the end of September, we received our vehicle back - at the cost of over $1200 and a $300 bill for the rental vehicle. This was after we were originally charged for wire replacements. WE HAD to remind them that service was NOT done. A few days later, I located our vehicle purchase documents and found that our warranty expires in 2020. I was required to provided the documents to the service manager and eventually after a few emails and follow up phone calls, we were reimbursed for the repair at Koons Ford and for the rental car (since it was included in the extended warranty we purchased). To this day, we have not received one apology or acknowledgement of this debacle with our vehicle warranty and horrible customer service we endure for weeks. We have been unsuccessful in scheduling a meeting with the General manager, despite the service manager (Steve Moye) stating he passed along our information to help facilitate the appointment. We have purchased several vehicles from this location but will never do business with them in the future. Nor will we ever recommend them. Tricia and David P. read more

I had a wonderful experience buying my car, Ray McLaughlin helped me with my very first car purchase and it Went better than I had ever hoped. I'm in love with my car and he was an amazing salesman. Thank you Ray ! read more

Thank you Pete (Dixon) for the wonderful buying experience. From the minute we walked in you and your co-workers made the car buying process seamless. We are very happy with the vehicle, price and follow-up service. Nancy & Dennis read more

Hey had a great deal of couse the intrest was high as always with new dealers but got the car I wanted and gave me a loner until the car came in Thanks Mark read more

Koons Baltimore Ford is how all dealerships should be! I flew out from Denver, CO to buy a new Ford Raptor from these guys and they couldn't have made it a better experience. This was my first time buying a new vehicle and second time buying out of state. Koons had my trust from the first interaction, to when I took the keys and drove home. Huge props to Tom Snyder, Norman and Will in finance for making it all happen. These guys are the best! read more

Went to the Dealership with a friend a day before I had my car serviced there who was interested in one of their cars, came back the next day to get a routine oil change and tire rotation. While waiting, I test drove one of the new Broncos, and then after was offered a discounted rate for the car and even was told that my car had a horrible oil leak and would cost me a couple of hundred dollars to get fixed but if I traded it in for the new car, they wouldn't hold that against the value, I turned it down and later went to another mechanic to check it out and some other diagnostics which found no such oil leak. I later go back to them for new brake pads and new lug nuts (one was stolen from me when I mistakenly went to Sam's for a good deal on tires) to see if they would bring back up the phantom oil leak and they don't see it, and they try to charge me 120 to put on new lug nuts and trump up other charges out of thin air. My car barely has 60k miles on it... read more

Difficult to get a hold of service techs Poor customer service Did not resolve my problem and clearly gave me a false "fix" just to get me to leave. Probably because my truck is still under warranty. I took my 2019 ford F-150 in to address a loud clicking noise on cold startups. A quick google search revealed that this is a common problem with the ford 3.5 ecoboost engines that can potentially be caused by faulty/damaged timing chain, phasers, and or tensioners. My vehicle was assigned to Mark. After a day of not hearing anything I call the dealership to get an update. They transfer me to Mark's voicemail. I leave a message asking for an update. No response for a few hours so I call again. This time I am placed on hold and then hung up on. This repeats several times until I am finally able to get a hold of Mark. He then tells me that they were unable to determine the cause of the noise. He says they would need to hold the truck overnight and that he would update me in the morning. I received no update the next morning. Hearing nothing all day I finally have to contact them to receive an update on my vehicle. Mike states that the underbelly shield had somehow been ripped off of my essentially new truck and that the remaining clips were causing the noise...Skeptical, I asked him why the noise only occurred on cold starts and eventually went away. He was unsure. I asked Mike to remove the clips to prove that they were in fact the cause of the noise. He agreed to do so and said I could pick it up between 5:30 and 6. When I got there at 5:45, Mike was gone. The receptionist gave me my keys and I went out and started my truck. Lo and behold the noise was still there, loud as ever. So I went without a vehicle for 3 days and am no where near a resolution for a potentially serious problem. I would not recommend coming to this dealership if you need a mechanical issue resolved under warranty. read more

If you are in the market to buy a Ford, stay away from Koons Ford of Baltimore. The finance manager, Steve was rude and unprofessional during a very difficult time for me. My family lost a family member, recently purchased a vehicle from this dealership used Ford Credit as the finance company. At the time, Ford Credit offered a Peace of Mind program that we were eligible to receive. Steve made it very difficult and uncomfortable to return the vehicle as per the instructions of Ford Credit. I have been told he even refused to return the necessary paperwork to Ford Credit, their very own finance company. Unprofessional, discourteous customer service. read more

Where to start. I purchased my vehicle for Koons and had great service on the sales side. I purchased the tire package and i had the warranty 3yrs or 36000miles. Prior to my warranty ending I noticed my passenger side carpet wet. I made an appointment to have my truck looked at. I took it in and they say well you're going to have to leave it here with no communication of that when I made the appointment. I asked if the had a loaner which they told me no. I ask will you be putting me in a loaner and they said it will be at my expense. I stated that my car is under warranty and I have to pay out of pocket for a loaner. took my truck in for a tire leak. They didn't even fix the right tire. They replaced the wrong tire and put the tire that I came in for on the rear of my truck. Forward 3 months later I was cleaning out my truck and noticed my carpet is wet again. I call to tell them about my issue and to say that it wasn't properly fixed if it's doing the same thing. I asked for a loaner and was denied and told me I will have to pay for rental and the repair. I received a phone call from Mike the service manager telling me after I left a review on their website to not come back to the the dealership where I have purchased my truck and have the tire package. The service manager told me to take a hike and take my car for service somewhere else. read more

My 2021 Ford F-150 platinum ($85k) has been at Koons since 12/1/21. The air dam is damaged but the truck is driveable. I was put in a Ford Edge rental from Hertz. Fast forward to Christmas..... I requested my vehicle be returned to me until the part came in because I needed to pick up a big screen tv for my mom. I was told the rental would not be covered and I would have to pay for it if I returned the rental before repairs were made. Fast forward to yesterday... the receiving a threatening letter from hertz to come get the vehicle because it was unauthorized use. I called Koons and they assured me the problem was resolved. Fast forward to this morning.... The vehicle was taken by hertz in the middle of the night with personal belongings in it. The driveway was also damaged from the repo truck dragging the vehicle from my driveway. Koons Ford only resolution is to put me in a Lyft and send me to Hertz. I have Ben inconvenienced enough and at the very least a car should be delivered back to my home address! I resorted to yelp because I can't find a number for Koons corporate headquarters and the receptionist says she doesn't have it and I would have to google it! Unbelievable! I can not make this up read more