Mr. Mosby -- As the Service Manager for Koon's Ford Annapolis, and from a career customer service manager, Jim Warren and I want to let you know how much enjoyed dealing with Mike Treas this week in coordinating the service on our 2012 Ford Escape. The Technician, too, did an awesome job! We bought the car from Bortnick Ford, in Upper Marlboro, new, in 2012. That dealership did us well. Then, the dealership became Upper Marlboro Ford. A, totally, different animal, for sure. And, the Service Writer is miserable to deal with, at best. Thankfully, we have, now, found Koon's Ford of Annapolis. The service experience has reaffirmed our confidence in Ford! Our thanks for Mike and the Technician, as well. We will be return customers! read more

First time customer and very disappointed in the interactions I had with the staff at this dealership. Mike Treas the service manager and Mark Bowling were both extremely dismissive and rude to me from start to finish. First, I'll start with the positives: 1. They serviced my car quickly just under 2 hours. On the phone I was told it would be 2-3 hours, so that's nice. 2. The lounge is very nice and clean. The location is also right across from Festival at Riva, so I walked there to get some work done at a coffee shop and grab a bite to eat. Super convenient. When I pulled up to drop off my car, there was nobody around. The service staff was all at their desks. The service center isn't well marked. I'm a new customer so I was unsure of who I go to first. Some places have a front desk you check in with or they have people outside waiting. I checked in with one service rep (Kaleb) who sent me to Mike Treas, the service manager. I asked a couple of questions but it all felt rushed. When my car was ready, I got a text. I went to see Mike, who was on the phone. I let him finish his call and went onto his office checking in about my car. He looked at me like he had no idea who I was, yet I had just seen him not even 2 hours prior. He passed me off to Mark. Since I'm a new customer, I asked Mark what the process was. I just wanted to know for future the right places to go. He immediately became dismissive and was rude to me. He told me he called me, so I should have known to see him. Nobody told me that I was being passed off from Mike to Mark. He pointed out and told me my car was behind the keys. Yes, Mark left me a voicemail, but only said "this is Mark at Koons Ford. Just calling to let you know that your car is ready for pickup. Thank You." So how was I supposed to know that I had been handed off to Mark? He didn't say he was a service rep or anything, he could've been a receptionist from the dealership calling. My interactions with both Mark and Mike were negative and make me not want to do anymore business with this service center again. I see this dealership's service dept has some bad reviews. The department could be a little more friendly and helpful, not defensive, rude, and dismissive. Mark could have spent 1 more second on his voicemail to say "so come and see me." Or Mike could have told me he would be passing me off to another service rep. Or, in the text message they could have stated "go see Mark Bowling." I don't think that's too much to ask from a service center. Just a couple of small changes in communication and I would've left a happy customer. This could also help your reviews not have as many angry customers. read more

Answer your phone or at least return the messages left on your voice machine. I have no problem with the quality of work. I do have a problem with the condition the car was returned to me in--the hood and windshield are full of sap. They are UNWILLING to address the issue by not calling me back. read more

DO NOT BUY OR SERVICE YOUR VEHICLES at Koon Ford! They lack integrity and are very rude. I should have read the reviews before I took the recommendation to go there. I purchased my son a truck and drove it to Annapolis. Koon was recommended to me to use for service and to purchase a flat bed cover. I made the purchase from Andrew Carpenter, who then promised that they would have it installed on today April 18th at 9am. My son, who's at the Naval Academy and has a tight schedule, arrives at 9am and was told to take the cover over to sales. When he arrives at sales, he is informed by Jordan that his sales manager John Powell said they can't install it since the car was purchased in Chicago. I asked him do they service cars that were purchase at other dealerships? I then called back to the parts department to speak with Andrew, who was busy, and spoke with Julia. Julia was extremely rude. She told me I must have misunderstood what Andrew meant by coming today at 9am. It's obvious since they can't make any money off of installing the cover no one wants to do what they promised they would. My son is riding around today with it having no clue how to install it. This will cost them more than it would have to do what they promised. THEY DESERVE NO STARS! read more

Bought a car here and wish I didn't. New Lincoln Corsair - was told they would come get the car and drop off a loaner for appointments but they don't. It's impossible to get ahold of the woman that handles the loaner cars when scheduling an appointment and they don't keep you in a similar car they give you a different brand that's less than equivalent - then say things like "it's a free rental car at least you get that". They didn't even bother to clean the rental car they did give me. Additionally - the car has issues they cannot correct. Sun roof rattles. Display is in Chinese (they don't know how to correct it). Not sure if the dealership is to blame for not resolving the issues or the manufacturer. Will never purchase a vehicle here again. Mediocre dealership. read more

Koons Ford - Car Dealers Near Me - Annapolis, Maryland

Decided to try this dealership out for routine maintenance on my Lincoln Navigator....the person I dealt with in the service apartment barely glanced at my third party maintenance agreement and immediately dismissed it saying they don't and won't honor it. I paid out of pocket which was an inconvenience and called the maintenance agreement company as soon as I got home. They stayed that they do in deed work with this dealership and have in the past. Thankfully they will reimburse me although it'll take 7-10 business days. This dealership doesn't even give a complimentary car wash for your $100,000 vehicle. I expected better. This was my first and last time going to this dealer for anything. read more

This dealership is amazing. I've bought two cars through them and each experience has been the best. There's no pressure there's no stress just friendly people. read more

Took my 2018 Ford F150 platinum to them to check out why it was using oil.They kept it for over a week then told be it was going to cost almost double what the quoting me just to check it out. I went to pick it up on a Saturday. They told me the wasn't there and they didn't have a receipt. So I paid them and something told me to check under the hood. The motor was dusty just like when I originally brought it in no fingerprints no bolts were touched. Nothing was done and no was there never again. read more

wish I could give zero stars. This was an absolutely terrible customer service experience. I made an appointment for friday. I had to drop off my car because they do not have loaners or a rental car place on site. I planned on taking the shuttle to work in Severna park. I dropped the car off at 9:00 a.m. hoping I could be in Severna Park by 10:00 a.m. I waited around for the service advisor they told me I had to check in with. He was not at his desk and his desk was piled with paperwork. All of the other service advisors were just sitting there with no paperwork staring off into space. Nobody offered to help me. Finally the service advisor showed up and he told me I was with the wrong service advisor. I told him I literally had a text message from yesterday telling me I had to check in with him. He dumped me off on Jordan. After checking in with Jordan I I reminded him that I needed a shuttle back to Severna park. The shuttle driver showed up at 9:30 and gruffly told me I wasn't going to make it to Severna Park by 10:00.. It was a 10-minute drive. In any case, I left the car there because my air conditioning was not working. I never heard from them again. Finally at 2:00 p.m. I decided to call and check in. I left a message for the service advisor, Jordan. I heard nothing back. I left 4 more messages for the service advisor and the service manager. At 5:00 p.m. I still heard nothing. I looked online and saw that they closed at 6:00 so I started to get worried about picking up my car. I left messages indicating I would need a shuttle back or if they could at least tell me what was going on so I can make arrangements. Nobody returned any calls. I emailed the service advisor. He did not return my email. Finally, I started calling the sales department asking them if they could try and help me get in touch with somebody in the service department. Finally, at 5:40 Jordan called me back. He told me they were really busy and that they couldn't figure out what was wrong with my car. I told him that I needed to come get the car but that I couldn't make it by 6:00. He told me that I had to be there by 6:00 and that I owed them a diagnostic fee even though they couldn't diagnose anything. I told him that I certainly was not paying that and that I would try and get a ride but that because of his failure to call me in almost 9 hours, I was not prepared to be there by 6:00. He hung up on me. I called back and kept leaving messages with the service manager. Finally, the service manager called me back. Interestingly, the service advisor and the service manager have the same last name. So now I know why Jordan has a job. It certainly can't be because he's competent. The service manager said that they were just swamped and really hadn't gotten a chance to look at my car. So they would leave it in the lot with the key locked inside. It's Ford so I can get into the car. He told me I wouldn't have to pay the fee. I'm not sure what the point of having an appointment is at this place. This is not the first time this has happened. I brought the car in several times for an oil change and they would forget about it while I was waiting in the lounge. I would have to remind them about half an hour before I was ready to leave when they would finally take the car and do the oil change. The only reason I was bringing it to the dealership was because I have a maintenance package. Obviously, I would never do that again. They did tell me that the air conditioning repair would not be covered under the maintenance package so now I'm free to bring it to a real mechanic. I have already made an appointment with Severna Park auto. I know they will do a good job. This place is truly awful. read more

I recently brought my 2023 Lightning ER Lariat in for service and couldn't be more satisfied with the experience. From start to finish, Mark Bowling, Earl, & the tech that worked/ ran diag were professional, knowledgeable, and genuinely invested in getting my truck back on the road. read more

I brought a SUV from Koons ford Annoapolis dealership in April. the roof started to leak after 2 days. returned the SUV to the dealership was told the red glass needed to be replaced. it only took 30 days to repair The truck. One week later the roof is still leaking.returned the truck to Koons ford of Annoapolis They kept it for a week , I was told the drains were blocked. One week later the roof is still leaking. Returned to Koons ford of Annoapolis. This time they kept the truck for,3 weeks. One week later guess what the roof is still leaking . I informed them by certified mail about the situation, The General Manager stated he received my letter and would look into the matter that was August 22nd I have not heard from Mr Powell about the matter. This place Customer Service non existent. My truck has not fixed I'm still waiting. BEWARE...... read more

I bought a "new" ford f250 from them for over $100k. When they delivered it to me I saw that it had over 500 miles on the odometer and there was evidence of use and wear, along with an envelop for a toll road transponder for another state. I tried to speak to the manager about giving me some explanation and he just blew me off. On further inspection I found that there was no key socket for the wheel locks that were installed on the truck. I had indicated that I did not want the wheel locks, but the dealer refused to take them off. Without the key for these locks I would not be able to change a tire so I delayed a trip. Also, I found that the digital key pad installed on the truck (which I also said that I did not want) was locked with no instructions on how to change the combination. They were unable to provide any guidance about how to change the combination lock. After many requests over several weeks for them to fix these issues, the sales person told me he would have the truck picked up and taken back to the dealer to address the wheel lock and digital key pad issues. Then, before they would release the truck to me, they indicated that I owed them $429 for addressing these issues. I had not requested any service but the sales person set up the appointment and told me it was to address the issues that he admitted should have been addressed before the truck was delivered to me. Stay away from this dealership!!!!!!!!!!! read more

I came in without an appointment to have my spare key fob programed for a new car I bought at a different dealer and they helped my right away and were friendly and fast Thanks so much for the great service!! Matt read more

This place is the worst! Treat you good until you purchase the vehicle. I purchased a 2014 Toyota Tundra from them and every time I call to get the things we agreed IN THE CONTRACT 1) my extra key 2) windshield has a chip in drivers view. Don't know how that passed Maryland inspection but rest assured I will investigate. Salesman Chuck Green... all about himself and has horrible customer service. STAY AWAY FROM THIS DEALERSHIP!!They are embarrssm the KOONS name read more

Up front, the staff was pleasant... but that is the end of any pleasant experience. Brought vehicle in for an issue (https://dizzytuning.com/blogs/technical-documents/fiesta-st-part-throttle-surge), but was told that it was a clutch issue. I did not agree with this and chose to pick up the vehicle to take elsewhere. I received the vehicle with the clutch almost completely burnt out, will barely hold any gear. The vehicle was NOT in this condition when dropped off. When my wife went to pick up the vehicle she learned that there was only one employee capable of driving a manual transmission, yet we were told that 3 techs drove the vehicle and determined it was a clutch problem (found out even our lead service coordinator/tech, the person telling us what was wrong, couldn't drive manual). They agreed to tow the vehicle back to the dealership to take another look and I explained my concern that again, the vehicle was brought in with the clutch working perfectly (I have driven manual vehicles for 20+ years), but in the end said that this was how it was. I should never have brought the vehicle here... it was dropped off with a small issue that is google-able in about 5 minutes and picked up with a completely destroyed clutch, which they wanted to charge me to fix. Trust the poor reviews of this place, take your money elsewhere... but again, they were at least pleasant people. DO NOT GO HERE, they will lie and potentially destroy your vehicle. read more

Chris was great, and John, he's a great sales manager! I would recommend giving them a visit for your next car purchase.

Checked online for a specific model and found a few so I went to the dealer to check them out. Got to the dealer and saw multiple sales people sitting inside watching me. So I walked around the lot for about 30 min and not one person helped me..they do realize there are other options? I'll definitely be taking my business somewhere else. read more

So my Explorer was damaged badly in mid June. Took it here and was treated with awesome customer service from the body shop! I could tell Kevin and Bill truly cared about taking care of me. They kept me in the loop the whole time about what was going on. And they even contacted me to tell me my insurance company was dragging their feet with getting someone out to inspect my vehicle when additional damage was found. I would HIGHLY recommend. read more

Do not take your car here or service it here at all My mother took bought her Escape here and had it serviced when the taillights stopped working, they kept the vehicle for months and ended up replacing the entire body harness. They never fixed the issue and now nothing in the cars electrical system works and is basically totaled. Car has less than 60k miles and is useless, they have charged her and the insurance company thousands of dollars and havent fixed any of the issues read more

I would of expected more for a dealer such as Koons. But I was sorely mistaken as the service assistant manager , Mike, was terrible. Three days I visited Koons in Annapolis for a keyfob and each time it was a sad state of affairs. Mike, threw the keys at me and said, take them and leave. He was caught in his own lies about how long it took to program a fob that he did not like it when I call him out. Trevor the manager was not helpful at all. Avoid this dealer but definitely never use their service department. read more

Check Out Your Vehicle Options Thoroughly Before You Buy... Test drove a used 2016 Dodge Ram Sport 4x4...advertised with 11k miles...discovered it really had 22k miles...brought it to their attention...negotiated a new price based upon mileage and advertised features / options. Purchased the vehicle...salesperson was great!! A few days later...realized navigation was not actually on the vehicle as advertised in the vehicle description. Phoned and left multiple messages...no return call. In bringing it to their (Jay Berger's) attention "face to face"...had to finally just go to the location...he proceeded to tell me that all the vehicle description information is entered by a 3rd party and they are not responsible for the content and may vary from actual items. WHAT!?!?! For a feature that was part of price negotiation...YOU ARE ABSOLUTELY RESPONSIBLE!!! He (Mr. Berger) then offered to split the cost of the navigation activation with me...NO!! Sent Koons another letter to try and resolve (certified...delivered with notification) to no avail...NEVER a return response / phone call, etc. And sent a similar notification for Ford Corporate in Dearborn, MI...again to no avail...no return response / phone call, etc... Not only is Koon's unaware of what customer service should be, I understand now; from where they model their behavior. Unacceptable...drive past Koon's to buy a vehicle... Mr. Berger...see you in Small Claims Court...you, Koon's leadership, and Ford Corporate has had the chance (4 mos.) to "make this right." I understand your "2 Star" rating...very clearly! read more

Koons Ford - Listing... - Car Dealers Near Me - Annapolis, Maryland

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I reserved a Ford Lightning 6 months in advance through Ford.com and made the mistake of choosing Koon's Ford as my local dealer. Unfortunately, they were not happy with MSRP and insisting on over charging my by another $500 for their "processing fee". I sent an email and made two phone calls trying to resolve. Needless to say, I took my business to a more deserving dealer. read more

We've had nothing but issues dealing with this dealership. We purchased a used car back in August of 2020. Within the first 2 weeks, we were already back for service because the engine light came on. It was repaired, fine. Since then it's been issue after issue with the vehicle. You make an appointment, and it's absolutely useless. They fix your car whenever they get around to it. During one of our services visits, I went a whole day without a service update and my car ended up being there for 3 days. The customer service is horrendous. From attitudes to zero communication. You have to call them to get a status update versus them communicating with you. Definitely avoid both the dealership and service center at all costs. read more

If you like wasting half a day for an oil change this place is your jam. I'd go somewhere else but the oil for my car is very specific and not carried by other Independent shops. I tried to come this past Saturday but after sitting in line for 45 min they said they couldn't do it, I felt today would be better. Update: After 2 hours of waiting the service guy came out to let me know they don't even have my oil filter. I left, I'll probably order a kit online and take it to any number of independent shops in my area. This place also has threadbare disgusting chairs in the waiting room. I'd go anywhere else before I came to this uncoordinated dump. read more

Worked on a new car purchase. Trade offer was 40% lower MINIMUM than 7 other dealerships. Was told they have the "best reputation" in the state - they do not - most people warned me away from this place. Ultimately the price quoted was different than when I arrived in finance, which led me to walk out of the place. They have some strange artificial confidence in themselves, when all I hear are bad things. They need to take a step back, see what the more friendly dealerships are doing, and reassess their spot in the area's market. Decided to move away from Ford altogether based on Koons alone. read more

Koons Ford of Annapolis Read our review guidelines Not good LIE after LIE after LIE!! My 2016 Mustang had a recall on the backup camera. I was told the parts were in to drop the car off on Wednesday 9/28/2022 that it would be 24 to 48 hrs they would need the car. After multiple calls on Friday was told they are backed up and it will not be done till Tuesday 10/4/22. Now I'm told they don't have the parts (backorder) and I can bring the car back when the parts come in. LIE after LIE after LIE!! Harry W. read more

Service department is an absolute nightmare. You make an appointment to get your car fixed and they never even look at it or it sits there for days possibly weeks and Ford does nothing about it. read more

This place is like throwing your money out the window. I took a vehicle here that had an issue I knew of and told them - they said 89.00 we will do an inspection The inspection was telling me what I already knew and then they outlined a fee for a small part and a price to put it in that was outrageous... This is highway robbery at its worst. 5 other places in town that blow this place out of he water. This place is the reason dealerships have such bad reviews. They take you over the coals on service. No thank you read more

I took my car in for a blown subwoofer and oil change with tire rotation. The service tech put nicks all over my bumper from whatever he was using to replace it, they did not rotate the tires. Oh and the car had 20 more miles on it. The service that it was in for did not require driving it. The passenger seat was laid back all the way so whoever took it for a spin had a passenger. I advised the service rep, service manager, and general manger of all the above and sent pics and not one person has called me back. Dont take your car here they like to joyride in it and mess it up BRAND NEW 2023 AVIATOR! read more

The staff must be either incompetent or scam artists. I brought my King Ranch in earlier this year for the master cylinder recall. I was told then by a service provider that for some reason only the back 2 brake assemblies were covered under warranty. Which is a bold faced lie. As it turns out only the master cylinder was covered in that warranty. I'm not sure why the rep decided that was information he should lie about. I had them replace the front left brake assembly because the calipers were frozen at that time while the master cylinder was coming out. And I have had a ridiculous amount of brake dust build up since then. To the point where chrome rims look bronze if they aren't washed once a month. I was having brake issues again, so I figured I'd bring it back. What a horrible idea. I'm not sure what happened between me calling about the brakes and the truck getting on the lift. But I guess rain man must have been working that day. I was told that there was nothing wrong with the brakes, and it was actually a valve in the 4x4 system that was causing shaking. They were adamant that it was not a brake issue because they had checked. Not one week later the real cause of the problem was diagnosed, as a failing parking brake system by way of corrosion from road salt. Knowing what I know now, I wouldn't trust these jokers to change my dogs water, let alone the single most important safety function of a vehicle. If your vehicle requires maintenance on a integral system... I humbly beg you to put your trust, and your life in someone else's hands. read more

Service department will definitely take you for a ride . Don't expect an honest answer and do expect to pay double what it will cost at your local repair shop. read more

Don't take your car here for service, apparently they are all out of service. Called a week out to schedule a service appointment with Jody for Wednesday AM and we brought over our Ford Explorer Tuesday night. Spoke with Jody Wednesday AM about work needing to be done. No call Thursday, No Call Friday, we called them Saturday. "Sorry, we were not able to get to your call, you can pick it up anytime". Picked it up Monday AM, Jody wouldn't even come over and talk with me, no apology or explanation, the car never was touched. Great you guys are so busy, but guessing that is not going to last long. read more

We bought a Ford Escape 6 years ago and had purchased several cars from Koons before. The previous cars we purchased were satisfactory and we didn't have any unforeseen maintenance issues. From the time this new vehicle was purchased it was in the shop more than out. It took weeks for every repair and by the time the car was 5 years old we had spent more on repairs than the cost of the vehicle. That doesn't include repairs that were covered under the warranty period. We replaced the transmission in 2023 and paid $7,000 and had a document that said the transmission was guaranteed for 5 years. February of 2024 the transmission died again. We brought it in for repair expecting them to honor the guarantee. After 7 weeks sitting in their parking lot and get nothing but attitude and crickets from the service manager we donated the vehicle to American Veterans. If tens of thousands in repair costs, weeks maybe months without the vehicle and a smirk and an F U attitude from the service manager don't sound appealing run don't walk away from Koon's Ford in Annapolis. read more

So normally I don't chime in on social media because people most often use this as a platform to rant, which actually has little to do with measurable objective outcomes. But in this case I would be remiss if I didn't comment on my previous experience with the service department. So I have an S550 that needed to have a headlight bulb replaced. I called yesterday to setup an appointment and I was told just to bring it by and they could fit me in. Easy right?? Not quite... When I arrived, I spoke with a service technician who asked me to hold on for a moment while they went back to ask the mechanic how long of a wait it would be before I was seen. 5 minutes later, a mechanic comes out and asked a member of the technical staff where was the guy with the Mercedes S550. Needless to say, I left post haste! Why would I bring a Mercedes to a Ford dealership to have a headlight replaced. Know you product...‍ Nuff said... read more

I was one who originally liked Koons Ford of Annapolis; Until recently. I took my 2014 Ford Focus into the dealership on October 16, 2018 because the check engine light was on and the front left wheel had felt a bit wobbly. It was October 19th when I received a bill for $1302.24. Okay, cars cost money. The following repairs; Rotate and balance tires Replace leaking coolant overflow bottle Radiator overflow Air induction service Induction kit Brake system flush Replace battery Replace 20 lug nuts Flush Injectors Low brake fluid light on I pay and pick up my car. As I'm driving my car home the wheel still feels wobbly and something is rubbing on the ground. I pull over to find the front end plastic piece below the front bumper is hanging down. I immediately take it back in. They don't take responsibility; telling me it's a coincidence. They keep the car again! I pick up my car Sunday October 21 after hours. As soon as I get into the car to drive out of the lot; my daughter says, "what's that loud sound of air?" I could tell immediately it was the breaks because my foot had to pound to the floor. Had I driven out of the lot, I would have been in an accident. They would be looking at a law suit Again...2014 Ford Focus is at the dealership and they try to get a $100 deductible out of me. I told them no way. No apology and/or validation. They are ordering a check valve for the break booster. Technicians at Koons Ford Annapolis; Please would you treat your customers cars with the same respect you would your own! As for the Service Reps please work on Customer Service and hear your customers and validate what they are telling you. read more

My husband and I took my car here after receiving a coupon in the mail advertising an oil change for $29.95. When we pulled into the lot there was nothing going on, no mechanics servicing cars, nothing. Pretty quiet for a Saturday. My husband got out to try and flag down an employee, and the one who finally stopped seemed impatient and busy. He told me husband that the coupon was not correct and that we needed to have a Ford, Lincoln, or a Mercury in order to get the deal. My husband told him that he brought his Toyota there a couple of months ago with the same coupon to which the gentleman, who we later learned was Chris, remarked, "oh they shouldn't have done that." After leaving we looked at the coupon thinking that maybe that we misread something and yet it says, "all makes and models. No appointment necessary." My husband called and happened to get the gentleman we had just dealt with. When my husband asked him about the coupon and why he couldn't take car of the car he AGAIN refused us service saying that they didn't have parts for other makes of cars. read more

Koons Ford - The Quick Lane at Koons Ford false advertising - Car Dealers Near Me - Annapolis, Maryland

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I am honestly not sure why this dealership is rate so low. The experience that I had is nothing like what I have read. I went in wanting a 2020 F150 XLT, and drove out with exactly what I wanted. Desmond was straight forward, never pushy, and quickly handled business. I would definitely do business there again! read more

We took our company truck in for an issue and was told no problem could be found. But the thing is, is that my warranty was just about up and they did not want to repair for free. We called Preston Ford, where we have bought (23) trucks, and they found the issue and repaired under warranty. Preston Ford is an hour away from us, so it is more convenient for us to use Ford Annapolis, but Preston Ford understand customer service and they came and picked up our truck, found the issue, repaired under warranty and dropped truck back to us. Needless to say every Ford is different and I do NOT recommend Koons Ford of Annapolis. read more

Great dealership from buying to service Always a top notch experience I have bought 2 Lincolns so far and love them both. Highly recommend the Aviator read more

Quick Lane anything but. Scheduled an oil change /tire rotation appointment and arrived on time. Tech checked me in with no reference to an appointment. I was told it would take two hours! Obviously the appointment is a foreign concept. read more