=Updated Review=
it's been a few weeks since my car has been fixed, and my check engine light came on again. This time I decided to give Koons one more chance, since they said they would want to restore my faith in them.
Brittany (in client service relations) helped me after hours via e-mail (on the weekend), and helped co-ordinate my appointment. My cars problem was a minor error from the previous issue, and was quickly restored. Andy was my technician, and made my visit way less stressful than what it could have been.
I have seen them at their worst, and I have seen them at their best. Will continue going here. Customer service is getting better.
=First Review=
A few weeks ago my 2014 Fiesta's check engine light came on (for the 4th time). I really liked Ford's cars, and have always had one, so I thought Ford would help me trade up into a new one, and offer me more credit since my car is still new.
I called customer service and told them of my situation, and they told me to go to the service station, and just get the basic error code, so they could see what problems my car has, & they could help me trade up to a new car.
Right away I went to Koon's, and told them that customer service wanted me to get the basic error code for my check engine light, and was told "Nope.......we are busy....". I waited for the service person to tell me of a time I could come back, but I was just told "Come again some other time.". I was furious that I wasn't given a time or a date, just a basic "nope".
I spoke with the manager (Earl), and was told that they are busy and to come back another time. He told me the error code is very hard to get, and takes time to get (which I know it doesn't; takes a few seconds at autozone). He told me I could come back 3 days later, and drop off my car, and get a rental car (was given a Dodge Durango; horrible mpg), and that it wouldn't take long at all to get me the error code.
The day after I dropped my car off, I called 5 times throughout the day to see the status of my car, but had no luck. I left a message the first time, and asked for any ones help at all to even tell me if my car was looked at. The snotty girl at the service desk told me that there were more important customers than me, and that they were busy. She later told me to not call again, and they will call me soon.
I called back later that evening trying to still inquire, and was told that they were closed, and that I should call during business hours. I was feeling like I got the run around.
The next day, I called again, and my service technician told me that I didn't need to keep calling, cause he would get to me when he could. He told me my error codes, and low and behold, they were generic error codes, nothing complex, or hard to get. I was also told they were working on my car, and it would be done a couple days later....thing is, I never told them to work on my car.....I just wanted the error code.
I told my technician that I didn't want my car worked on, I wanted, to trade my car in, and he acted like he couldn't care less. Meanwhile I'm driving a rental car that gets less than 20mpg, and paying a ton for gas. I called customer service, and they told me that Koon's would reimburse for the used gas. I was thankful.
A couple days later, I finally get word my car is done, and go there with my gas receipt to get reimbursed, and was told they don't do that there. My car's light is now off, and fixed, but I don't want to ever bring it back again.
I told my whole story to them in my survey they sent me, and got a response back saying that they aren't usually like that. No apology, no care. I even called customer service again explaining them how I had been sold a bad product, and was treated badly, and they told me to call the BBB.
This place is a complete joke. Don't go here unless you HAVE to. They even take up to 5 hours for an oil change in their "quick lane". read more
