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

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

Darrick Tolliver was a pleasure to work with --He was personable, professional, effective, funny, and attentive to my needs. The moment he reached out to me, I felt comfortable with my decision. There was no pressure! He helped by guiding me to the right decision for my family financially and logistically. He even looked out for me and made himself available when I followed up with questions regarding the features in the car. I am happy with my purchase and experience!! read more

Took my car to have a buzzing windshield sound fixed. They diagnosed the A Pillar trim kit. $682 to fix the issue, was not fixed. Impossible they test drove after repair, obviously not resolved. 2 weeks was the first time they could see me. They now diagnose a $448 issue. They kept the car 7 hours before even calling me with the diagnosis. They are either incompetent or fraudulent, no other options. read more

The worst dealership and service center ever. Simply put, they are crooks. Charged me $2100 to fix a tail light that was out. I've spent almost $8000 repairing a 2019 Ford F150. 8k for a three year old truck. Never again a Ford and especially never again Koons Ford. read more

Nothing impressive here. Simply just another dealership. However, I do suppose customer service was above average. Kevin was nice as my service coordinator. read more

My car broke down and I called Koons Ford Service. I got the nastiest person on the phone who identified as Paula. She was extremely rude and bewildered. She should not have a job dealing with customers. But after reading the customer reviews about Koons, I think she saved me from having a truly bad experience like many others have had. They are just not good dealing with cars or people. Take your business elsewhere. read more

These guys service my car. Thomas in Service is outstanding. He is good at returning my calls, scheduling appointments, and answering my many questions. They have done right by me on multiple occasions. read more

Bait and switch. I was informed of one price and got to the dealership and was given a much higher price. Don't believe the ad about 125 percent of fair market value for trade-in. They will give you that much IF they can find an auction that is selling at that price. I would argue my car is in good condition, but I understand dealerships typically only give fair market value. They appraised my car, which is a very desirable car, below any dealership fair market price. I would like to support a local business, but I'll be taking my business elsewhere. read more

Don't try and get any kind of appointment unless you want to wait for 2 to 3'weeks for oil change or maintained it states their service department is open until 7 o'clock when realistically they shut down @4:00 pm so if you're a regular working person like I am at 11 o'clock or 12 o'clock appointment for your vehicle doesn't work . Saturdays is no appointment needed just turn up I tried that and the wait was ridiculous . Frustrating to say the least . read more

Ford's Standards On July 18, 2021, my Ford Mache was hit from behind. I took it to Koon's Ford because it was a certified Ford Dealership and I thought they would have done a great job fixing it. My car was hit 3 weeks after I purchased it and this was the first Mache brought into their Collision Center. I was told, there was going to be a wit on parts, this not the dealership's fault. On September 24, 2021, I went to pick up my car, however, there were 3 small dents in the back and the tailgate was not even. There was a large gap on the left side and a smaller gap on the right side. If you looked at the top of the car you could see where on the right side the liftgate was even with the top of the car and on the left side, it was not. These issues were pointed out and I was told there wasn't anything wrong with the liftgate. I was bothered because I knew the liftgate was not placed correctly on this car. On September 25, I went back to pick up the car, they fixed the dents, but I continued to complain about the liftgate. I was told that the liftgate was installed like that on all Mache's. On the left side, I could push my finger in between the liftgate and the bumper up to my cuticle but on the right side my finger wouldn't fit inside he gap at all. On the left side of the car, the side panel was pulling away from the lift gate. I was told they just needed some glue to put that back together. We also looked at a new Mache on their lot to compare the liftgate and the liftgate was straight and even on the top and the bottom. I refused to take the car because it was not fixed correctly. I was told the liftgate was defective and they ordered a new one. They said they could not adjust it because, it would cause more problems. The new liftgate arrived in mid- October but was not put on the car. When I called about the car, I was told that they had other Mache's and all the liftgates were about the same as mine and it could be something with how the car was made. I went to pick up the car, however, I still complained about the liftgate. We looked at all the Mahe's on the lot and each of those car's liftgate was even at the top and the bottom. I ask could they put the new liftgate on the car because this car was not fixed correctly. I was told that if they replaced it, it could get worse and there was nothing else they could do with this car, meaning if it was worse, I would be stuck with it. I reached back out to Ford's customer support and when she called the dealership, she was told it was fixed to Ford's standards. At this time, I had to take the car. I drove the car home and parked it outside my house. On Monday, October 25, 2021 we had a rainstorm. I had not driven the car since bringing it home. On Thursday, October 28,2021, I opened the liftgate and water poured down both sides of the car. On top of the car, where the liftgate is not even that wide gap held the rainwater so water was sitting in the gap of this car from Monday until Thursday when I opened the liftgate. Water should not be settling in gaps on this car. Second, that side panel that they were suppose to glue, the entire piece pulled away from the liftgate. I am very disappointed in the quality of work at Koon's Ford. My car was fixed according to Ford's standard's which seems to be mediocre. I need the car to be fixed correctly and if it can not be fixed, what are the next steps, but don't force the car on me when you didn't do your best job. U. Randolph read more

My wife had body work done on her truck from an accident in 2017, we brought it back because the area that the body shop worked on is now rusting through, this is a rust free vehicle except for the area the shop repaired. They have a sign that says that they guarantee all work and craftsmanship and paint. The shop supervisor was immediately defensive when we brought the truck to back to inquire about the warranty on their work, he said all these trucks rust out. It turns out that they drilled holes in the body and pulled the dent out then put bondo on it and repainted, a decent shop would have welded in a new panel. I'm very disappointed because we have bought cars here and thought it was a decent place. Don't waist your time with the body shop at the dealer, their craftmanship is questionable, their just after insurance money. read more

Brought my car(ford focus) in for an online change at 10:30 am (with an appointment), returned to pick my car up at 5:30 pm and the car was still not ready. I was then told I would have to wait an additional 45 minutes to an hour. They do not honor appointment times or continued services read more

DONT EVER GO HERE These guys are so backed up with service calls that I was turned away 2 straight days from service......and I had a freaking service plan with them. Eventually they refunded me for what I hadn't used of my service plan and it ended up costing me close to $240 per oil change! These guys are just too busy to accommodate all of Annapolis + surrounding areas. Will never be back! read more

I worked with Darrick in sales and he helped me find what I was looking for in no time. I highly recommend going to him if you want the best customer service. read more

I had a appointment at 12 pm for a regular oil change on my Ford F-150 I walked in at about 11:40 everything was good an hour went by cool 2 hours went by I started to get fustrated turns out they didn't value there customer enough to get me in and out in less then an hour like a oil should be I will not be coming back here ! read more

Service Manager: I never receive a repose to my emails. I wanted to reach out to you to express my concerns about my last service appointment. As per several of our emails, it was my impression that you were going to review the work that was done before and was never resolved. After I emailed you about my last 3 service calls, concerning the same problem. I never heard back from you but was very disappointed in the results your technician recommended. After explaining to ( Mike) the service advisor that this vehicle had over 150K miles and was not worth investing lots of money. Assuming this unit would normally go to the auction anyway. This is my 7th navigator and by the end of this year I will start looking for a new one. Unfortunately its probably not going to be at Koons Lincoln, your teams recommendation was for me to spend $9K for a new transmission, which was certainly not expected. As I noted in my email, I have been a customer for about 20 years or so and was looking for some advice how to proceed with this problem. So I reached out to our local mechanics,and they recommended based on my concerns about the age and mileage of the vehicle. We install some Shudder Fixx and Vehicle has been running great for the past 30 days. I wanted to wait for some time to make sure this was going to resolve the problem. I have attached a copy of the bill, as you can see its much less then a new transmission. I normally don't send these types of emails on service calls, good or bad, but I wanted to let you know that I was very disappointed in how this matter was handled. Thanks for your attention. Joe S.... read more

This review is for the Koons Ford Lincoln of Annapolis service department. In short: this rating is because the Koons service department does not respect a customer's time. I called Koons to schedule an appointment for a 2006 Mercury Milan. The car had a couple of issues - an oil leak, a groaning sound coming from underneath the car whenever it turned or went over bumps, a cracking alternator belt, and an airbag recall. I spoke with Amanda, who was very nice but indicated that they were very backed up, so the first time they could see the car would be a little over one week from the day we called. I asked for an appointment first thing in the morning on May 30 and was scheduled for 7:30am. So far, no problem. We (the driver and I) arrived on the day of the appointment and were received by Amanda. Again, she was very nice, but when she was going over the issues, she indicated that it would be an $89 diagnostic fee per problem that would not be wrapped into the price of the repair. Around 11:00am, I had not heard anything back yet, so I called and asked for a status update. I was told that they had not even looked at our car but were going to get to it. Around 2:30pm, Amanda called to inform me that they weren't going to be able to look at the car that day. As the driver was unable to take off of work on Friday, we returned to pick up the car and cancelled the service. I am very displeased with the service offered by Koons Ford Lincoln. Despite scheduling the appointment over a week in advance, they did not even provide a basic diagnostic for the car on the day of the service. Moreover, while Amanda was professional, understanding, and accommodating through the whole process, the service management was not responsive. The cancelled invoice said to contact either Earl or Andy if we had problems with the service, but Earl did not answer an e-mail I sent to him that night. I cannot recommend this location. read more

This is the SHORT version: Monday I booked my 10K mile service for my 2020 Ford Transit Connect on line via Koon's Ford website. I also requested a repair covered under warranty. (Rpr rear windshield washer sprayer and leaking washer tank...) They called me and said that appointment was not available and to come earlier. I verbally repeated the services I was requesting along with the repair I needed. I arrived today, Wednesday. The repair rep did not seem to know that I was coming nor did he know what exactly to do. I had to provide my info all over again even though I'm in their system, have been here before, bought a truck here... When I told him what I needed repaired he said that was a common problem and it will take a long time to repair and get parts... Do I still want it repaired? "Yes". He asked me if I purchased the car at Koons. "No". Not sure why that matters. I left. 6+ hours later Koons Ford called my phone but did not leave a message. I called them back and asked for Service. Then I asked Service if they had called me. "They didn't leave a message?" No I said. Who do you think called you? Who was your service Rep? I don't know, he never gave me his card or paperwork. Can you just look up my car and get me to whomever is working on my car? In defense of the service rep, I got the impression he was not trained properly, was very nervous, like it was his first day. They got me to the service rep. He explained to me that the car was not ready. They had not even gotten to it. (not even the oil change). They needed to perform a diagnostic on the rear wiper to see why water was not coming out and they don't have time for that today or tomorrow. They will also probably have to order parts... Okay, "Can I pick up my car tomorrow?" It won't be ready. We have to prep it. "Can you reschedule my appointment for next week?" Long pause. He was very confused. I told him I need my car. He transferred me to scheduling. This lady must have worked at the DMV. Very unpleasant from the get go so I sent the same vibes back to her. She did not like this. She told me I should not have booked the appointment on line cause it does not work... Like I'm supposed to know this. I told her that her company is screwed up if they have this service on the website and it does not work. This is not my fault... This went on. She told me to not finger point. I don't understand that. They held my car all day, did not fix it and she pointed the finger at me saying its my fault that I used the website. As a reminder, they called me and reconfirmed the appointment and services required. Anyways, she hung up on me when I called the Service Rep a moron. I called back, tried to get a manager. Which one? How do I know. Anyone. The highest person there... Voicemail... Then he calls me back and leaves a voicemail. You can tell by how he sounded that he did not want to talk to me or he just had a tone in his voice that he could care less. This was evident when he told me to try another manager's phone number if he was not available when I called back... I intend to post this info on as many websites as possible, pass this word to all my contacts in the area and ensure that all local college students at work know about this place so they don't get burned like I did. read more

The stafff was kind and very professional. I will definitely be back.

GREAT EXPERIENCE. The sales people were great and the offerings were impressive as well. We went on an in depth test drive. Unlike other places we weren't bullied and asked repeatedly if we would buy today. Definitely check this location out! Highly recommend. Every person we passed said hello so it was a welcoming atmosphere. The location is beautifully designed, the service area with a little bar area was something we haven't seen even at brands like BMW, Mercedes, Bentley, Aston Martin, Audi, Maserati. read more

I needed a quick oil change before heading out for a trip tomorrow, and was able to get fit in last minute for an appointment on Wednesday. I had my two girls with me, and went to wait in the extremely nice lounge (reminded me of an upscale airport lounge) to wait. I was told upfront it would be about an hour and a half, which was fine since we got there right before they took the last appointment. While we waited, we met the general manager, the service manager, and another manager - they were so friendly, and so great with my cranky kids. We had a great time while waiting! When the oil change was done, my car had a fresh exterior wash and they did a fantastic job. I will definitely be coming back again! Highly recommend this place. Great staff, excellent customer service, reasonable prices. How often can you say you enjoyed getting an oil change with your kids? read more

We have used this service department for two Fords over the past few years. We seem to always encounter difficulties. Communication is nonexistent and they actually lost my car keys and had to order a replacement at one point in the past. This time around, we made an appointment to drop my car off Friday morning for service and we were never contacted about the status at any point on Friday. My husband called Friday evening to discover the car hadn't been looked at but "might be" looked at on Saturday. Saturday we got a voicemail that no one ever looked at it, and due to it being a holiday weekend, it will be looked at on Tuesday. As this will absolutely not work for our schedule, my husband went to pick up the car only to discover that whoever had the keys had locked them in his toolbox and was gone for the weekend. Luckily, we learned from our past experience and brought our other set of keys to bring the car home but now we'll have to come back sometime after Tuesday to get the keys that are locked away. I try to give businesses benefit of the doubt but we have been burned by this service department too many times to ever do it again. read more

Had an ok experience purchasing a car, they tried to mess me over on the deal, but since every car dealership does this, I can over look this portion of my experience. They did however find the exact car for me and even went to Delaware to get it by the following day. Other Ford dealerships in the area were less than helpful in this situation, especially Bob Bell Ford. I have never had a bad service experience either. I needed a new alternator in my 2004 Escape and heard other dealerships charging well over 1200 for this and mine was only 900 and was done in 2 days. Carl at Koons service is the best and goes above and beyond in helping with finding parts and getting things done. Will definitely go out of my way to go here. read more

I've only had two experiences with Koons Ford Annapolis and neither have been good. In 2010 I wanted to order a 2011 Mustang GT, the saleswoman said she wasn't aware of how to do it, she would call me back. After 3 days I figured she would call, so I called them and said never mind, I'll go elsewhere. Today was my second experience. I have a 2014 F150 XLT, the drivers seat seems to have some play in it and it makes a pop sound when starting from a stop. I called to see if the seat and or seat frame is covered by the 3 year/36,000 mile bumper to bumper. The woman I talked to said she didn't know, she'd have to ask a manager. She talked to Jody and he told her that the seat frame and seat aren't covered. I said that doesn't seem right for a bumper to bumper warranty, I'm going to call Ford Corporate. I spoke with Cheryl who also said that doesn't seem right, so she called Koons in Annapolis and spoke with Jody. She said he told her it is covered under the warranty, but I would have to pay $90 for the inspection to see if I caused it by having something under my seat or if it's a defect. That seems shady from the start, first they lied about it being covered, then they emphasized it may be my fault to Cheryl from Ford corporate. I have a case number, but I will be taking my vehicle to another Ford dealership, you can't trust Jody and Koons Ford of Annapolis! There's no way i will take my vehicle there, nor will I ever purchase a vehicle from there. I've been a life long Ford customer (85 Mustang, 87 Turbo Coupe, 88 Mustang GT, 1998 Explorer, 1995 Bronco, 2005 Freestar, 2010 Explorer, 2013 Flex, 2014 F150) and its incidents like this that make me consider buying other makes. read more

I was born a Ford guy. My favorite uncle sold fords for almost all of his life and he schooled me early. I just counted and i have owned at least 11 fords in my life (I'm 66). My first was a ford falcon and my last is a 2017 Ford F150 that is 10 days from going out of it 3 year/36,000 mile warranty. I say my last because Koons Ford just screwed me for the last time. Between ford's poor quality (2019 Consumer Reports ranks them #20 out of auto manufacturers) and Koons crappy service, I'm done. I'll not give them another dollar. I'd advise you not to .... But if you have to buy a ford, buy it and have it serviced at another ford dealer. I can't tell you what i'll buy, but it will not be another ford. read more

I set up an appointment to get my trim that has a recall on it for the adhesive not holding. Waited for two weeks to get the appointment just to get told when I get there that if I wanted it done I would have to pay for the known issue with the trim. Do not recommend. Horrible customer service. read more

My relationship with KF is OVER- the service department is a bunch of rude self important idiots. The customer service is now rated F. Sad-because I really liked my car, but the service is terrible. They could care less about the customer....time for a new dealership and it's sad, because I was going to buy another Ford- and I may, but I'll never have it serviced here...ever. And I sure won't buy if from Koons. Ugh. read more

Traveled to Annapolis for business and was in need of an alignment and tire balance. Koons was in walking distance of the office, so they were an easy choice. Didn't have high expectations because it was just a simple service. I didn't have an appointment, but they had no problem fitting me in. I was pleased with the friendly customer service and the upscale vibe of the lounge--even though I didn't use it---was very unexpected and impressive. They completed all of the work for a fair price, gave me a good explanation for some issues with the car, and even fixed a burned out tail light at no extra charge. Overall a good experience for an out of town visitor. read more

Awesome customer service! Every time I take my truck in for oil changes and other maintenance they always treat me right and get my truck in and out I'm not time. Just call and make an appointment, No complaints here read more

Do not go here! Save your money and your time. Their service is SO SLOW and the reps are rude and full of excuses. I've been here 3-4 times since I got my car and the average time for oil change and tire rotation is 1.5 hours! Each time I've arrived at 7:30 and been one of the first cars in line. The reps always tell me 30-40 mins and it's never been even a close estimate in time. And then the seem to delay the completion so they can try and convince me to buy all these other services on my new car. And I tell them up front not to haggle me about additonal services. I honestly have no idea why in gave this place so many chances; I guess I kept hoping they were isolated incidents of incompetence and rude customer treatment. Today, I gave it one last try because I do like their waiting room that has complimentary coffee, WiFi, tv and work stations. They do have a shuttle service too but I've never used it because they always tell me it will take less than an hour. Today, at 7:30 the rep said we will get you started right at 8:00am when the mechanics start and it will be ready by 9:00. At 9:15 I go inquire how much longer and the rep Mike tells me another 10-15 mins and he also told me from the start not til 9:30. I said no, you told me 9:00, which is still a long time --- no where else does it take an hour for an oil change. He told me all places take an hour. Update 2019-2020: Short version: Recall work messed up my car and then had gasoline leak into my car. Longer explanation: Received notice for recall on fuel delivery module. I ended up having to bring my car in 5 TIMES because after the first recall work, my car wouldn't start properly and would stutter for 10-20 seconds each time before engine would start. Some piece wasn't sitting flush, so air delayed in hose. They fixed it, but still wouldn't start properly. I asked them to redo the recall work...after I left 7 messages and called corporate. No one in the service dept answers the phone and often the asst manager I was "assigned" to was out of the office. Car still had issues although they insisted it was unrelated to their work and that the car was fine. I kept taking videos to show them and no one listened. I called corporate again and finally I started communicating directly with service director. He agreed to replace fuel pump at no cost to me...but it was overly emphasized that they were covering the $400+ cost as if it was a favor and my fault. Fuel pump resolved the starter issue. But then my car started smelling like gas - lifted up my toddler's car seat and pulled up seat cushion to look at fuel tank area where they had done the work - it was wet with gasoline! Apparently, seal was compromised in some way - I literally had gasoline coming out under my child's seat! I called and left messages and no response. So I called corporate and emailed service director again and he got me in the same day and had the work done. This shop is too busy, dismissive and clearly does sloppy work. This should never have happened, but the way it was handled after the issues arose is what is most frustrating. I'm thankful that nothing serious happened with the gas leak with my toddler and newborn in the car. I will drive to another dealership if I ever have to go back to the dealer instead of a regular mechanic shop. read more

I've done so many surveys providing my feedback on horrible experiences, and neverrrrr heard back from them. They loved selling me my used Ford Explorer but horrible service every time after. Ford Koons of Anp, read these reviews and maybe follow up with people, there's an idea. read more

Outstanding customer service in the repair shop! Robert was efficient, organized and helpful as he checked my car in for steering wheel service. I was also picking up license plates for a truck I had recently purchased, and he was kind enough to walk me to the area I needed to go in the large showroom. Robert also arranged a complimentary ride back to my house, and this was all accomplished in less than 15 minutes!! Very impressive! read more

Still waiting in second hour after bringing Truck in for scheduled oil change APPOINTMENT. No point having an appointment for Service when you forced to wait 2 -3 hours for an oil change. Of course when they STARTED 2 hours after the appointment they were quick to try sell every up service they could before they started oil change. Sad that Ford whom I love has dealer with such terrible service staff. If I have any other option I would never go to Koons. read more

Customer Service is Horrible. Stay clear of Courtney. Her unprofessional and condescending attitude is a primary reason why I will never have my Lincoln serviced here again. Service - I paid $1500 to have work done on my car. I get it home and find that the problem wasn't fixed. Steering wheel still squeaking and big greasy footprints all over my front floor mats! Wiper problem was fixed and they did a couple of maintenance items but steering wheel problem still exists. More to come I'm sure - I will be calling them back read more

I was excited to purchase a used vehicle from the dealer. The car was a trade in. When took it out on a test ride, it did OK and was told that some work has been put into it. However, the gas tank leaks petrol/gas when filled out more than half (it was almost empty when I test drove it, so I couldn't tell it). So right after driving it for 15 minutes, the service light came on and I have a OBD reader and found the evaporate issue and power train issue by reading the trouble codes. Reset them but comes back within 15 minutes of driving. It is a $3000 fix. They did not give any warranty (state rule dictates that a car dealer must give you 30days warranty in MD by default but they played me big time). Now I have a fire hazard sitting in the driveway. I am afraid its going to light up whenever and take the house and us with it. I can see some sketchy mom and pop used dealer would pull something like this (the dealer had to know about this major issue, if they didn't, bless the idiot mechanics working in the service dept, ask yourself, what the F are they doing to your vehicle when you take em in for service). I am more than disappointed at these con artists. Hopefully they won't be in business for much long. I am heartbroken. read more

This event happened 30 years ago, but there was no internet or reviews online then, and if sexual misconduct allegations can be brought up after 20,30, and 40 years, I can bring this up. I brought my Mustang into Koons Ford for routine maintenance. The car was running perfectly. After I picked it up $500 later, it hardly ran at all. I brought it back to Koons ford and they said it was something else and it would take another $500 to fix it. Instead I took it to a local gas station and they said Koons simply did not attach certain wires back and they fixed the problem for free. I took Koons Ford to small claims court and settled out of court with them. They are not an honest establishment. read more

As a general rule I love Annapolis. I am new here but everyone seems really nice. I tried this dealership because I needed an oil change and regular service to my car. Sadly, they took 3hrs to just change my oil and then spilled something in my car which they did not clean. They dont offer drinks, not even water...hello.. , and it is poorly run. The management does not care and will gladly tell you they dont care about their customers. I dont think Ford needs this dealership to ruin them any further. Perhaps closing this dealership would help Ford. I am hearing a lot of good news about Jiffy lube so I think I will use them and find a new mechanic for regular service. Which my car still needs. read more

Bought a car from them (another bad story) Just stopped because the engine light was on after a 6hr drive and was told to have a computer check. No one in the bays and was told I'd have to make an appt and leave it another time. When I shared what I was told elsewhere, the Service Manager said "Since you know how to fix it good luck". THANK GOD I HAVE OTHER FORD DEALERSHIPS TO DEAL W/MY CAR!!!! read more

If you're looking to buy a Ford, look elsewhere. These are the rudest, most condescending, arrogant, inconsiderate sales I have ever encountered. I went in on Monday, fully prepared to buy a car that day, in cash. The sales person, Kevin, obviously had no concept of the term CUSTOMER. I was treated from the beginning with complete disrespect. I left before a test drive. Even the sales manager, Scott, could care less about the attitude of his sales associates. It's any wonder they sell cars at all or still in business. If you want a Ford, shop elsewhere. read more