Worst Service Department....EVER.
Car was brought in on August 2nd with a locked up engine. I was told the car needed a new engine. Today is November 18th, and the car is still not done. Phone calls are not returned. When I do get someone on the line (they screen calls with Caller ID), I am told outright lies.
The first round of delays was not entirely Koons' fault. The warranty company dragged its feet getting the car diagnosed. After that was done (about 3 weeks), I had to wait 3 more weeks for a new engine to arrive. Once the new engine came in, it took about 12 days to get the old engine out. When I asked, "Why didn't you guys pull the old engine out while waiting for the new one to arrive?" I was told that's not how it's done.
So, it took about 2 weeks to get the new engine in. After that, they determined that the engine was making a funny noise. "One of our service guys will take it for a road test," I was told. That took 2 days. "It's still making a noise, I'll take it for a test personally." Their "road test" involves taking my car home for the night. So each "test" takes a day or two. The first guy "didn't live far enough away" for an accurate test. The second guy did. When I asked if there was any way to conduct these test other than taking my car home for the night, I was told "No, that was just wasn't possible."
So, they decided that the brand new engine was faulty. A new one needed to be ordered. Three more weeks. We're about 2 and a half months into this ordeal.
A new engine arrives. I'm told it will take a week and a half to install. Meanwhile, I watched my neighbor drop a new engine in his truck over a weekend with an engine lift, hand tools and a six pack.
A week and a half goes by. Still no car.
My calls are avoided. When I ask for someone in particular, they are magically "in a meeting about my car at this very minute...they'll call you RIGHT BACK."
Because this ordeal was dragging so far along, I asked about the possibility of a loaner car. It took 24 days to get a response to that question. The response was "no" ... but why 3 weeks for an answer, despite that I called to ask about it several times per week? Not sure. I was given many different answers, not sure which one is has the lessor amount of lies.
They tell me the car will be ready this Saturday... Or maybe Monday, just shy of my 4-month anniversary with Koons Ford of Annapolis. "Why didn't it take a week or so to put the new engine in?" I asked.
"Well, that part of our service department was really busy this month. He's but in 3 or 4 new engines this week."
"WAITAMINUTE!" I replied. "You put in 3 or 4 engines ahead of mine ... a car that has been in your shop for nearly FOUR MONTHS?!?!"
"Well, they did those cuz they had all the parts...." was the weak answer.
"What parts were missing from my repair job?"
That's the kind of stalling lies I've been getting. The car broke down at the end of July.... It is Thanksgiving next week. Think about that before you try the service department at Koons Ford of Annapolis on Riva Road.
Koons Ford Body Shop is Horrible. I took my 2005 Mustang GT to have body work done at Koons Ford's Body shop. My car has been worked on 4 times now and it still has not been done right. First there was a hazy residue underneath the clear coat. Very noticeable throughout the whole side that was worked on. Bob the manager said he never saw this before in his 30 plus years. They tried to cheat and buff it out with no avail. So, they tried to fix it by removing the clear coat and re-clear coating it. It looked ok when I first picked it up after they re-clear coated it. Two days later somebody or something chipped a small piece of paint off on the driver's side (this side that was worked on) door in a parking lot. While looking at the damage my wife and I noticed that a large paint chip came off the bottom corner of the door all the way down to the primer. Looking a the chipped area I noticed the paint had a rough texture running the bottom of the door approximately one inch high. This was only on the door not the fender, quarter panel or rocker panel. I took the car back and Bob the shop manager could not give me an explanation again. He put touch up paint on the chipped area and said come back in a few weeks. I came back after a few weeks. I had to wait for Bob to finish a conversation about politics for 10 minutes or so before he cam and saw me. He said he was going to sand the whole door down and re-paint it. After the car was done, I picked it up and noticed that they painted over the small pain chip from the parking lot. I found that disrespectful after they have messed up several time now. He did say he was going to sand the whole door down which would of course include the small paint chip. But, technically they are not liable to sand that chip out. So, I let it go. Looking over the car later at my house I noticed small bumps on the door about the size of a small grain of sand. There was only a few so I did not care. However, a few weeks later these small bumps/bubbles showed up all over the door. So, I spoke with the Manager Joe Koons about my car and got it in to be worked on again. Hoping that Bob's manager Joe would motivate him to do the job right. But, no luck with this. The door has sanding marks in it. Smudge marks in it, pin holes, some bumps/bubbles, and you can see where the bumps where removed and not sanded out smooth. Bob said he had Dupont out and that the bumps/bubbles where from wax being applied prematurely. He claims that the wax sealed the paint. For one thing I did not wax the side that was worked on and a clear coat seals the paint anyways. Now, I have to fight them for a refund because the clearly cant do the job right. Forgot to mention I had a Ford truck worked on there 6 years ago and the paint is chipping off and has rust coming through on the door. I forgot I had the truck done there otherwise I would have avoided Koons Ford.
BUYER BEWARE: MISLEADING AND UNPROFESSIONAL.
They misled my sister on price by charging her over the advertised price (not tax & tags) and passed off a car with body damage. When we went to them to resolve issues, they said that the extra cost was for MSI Fees although these fees were never discussed during the sales process or shown on the sales order as a line item added to the advertised price. Instead this fee was conveniently added to the advertised price and shown as the new base price on the sales order. They produced a hand written paper showing the breakdown which was never shown during the sales process and certainly not a legal or signed document. The GM claimed that he didn't have to show it as a line item because the State of MD requires MSI for every used car sold.
1) that's a cost of goods sold and I couldn't find another dealer with a disclaimer for price not including MSI,
2) anything over the advertised price should be listed as a line item on the sales order and
3.) show me one shop in the state of MD that charges $1,400.00 for a MSI. The average is around $75 from what I can tell.
They also claimed to not know anything about body damage even though it was obvious in the daylight (sister picked up car in the evening). The door had 4 drill holes where they had popped a dent out and the paint was grainy on the whole door. The GM went as far to say as "its not my car now" and "IF I want to help you, and I don't HAVE to help you... and then threatened, keep that in mind" as he walked out the door. He refused to replace the door but reluctantly agreed to the what would be the least expensive repair job to him by wet sanding and touching up paint. He finally admitted that his Used Sales Manager should have never bought the car but didn't seem to have any issue passing the problem along to the customer. He wouldn't budge on the MSI fee, take car back (after 48hours, one day was Sunday) and still swears they never saw damage. No apologies either.
In reviewing their record on Better Business Bureau, this was not an isolated event. Quite a few complaints regarding delivering defective, damaged vehicle and for not honoring sales price. See BBB complaints and also reviews posted on Yahoo.
Sadly, with a little professionalism, they could have resolved these issues and maybe at least salvaged the service business for themselves. As it is, none of us will ever be going back. We have notified friends, family and all the contractors we know who have bought trucks from them in the past. Formal complaints to BBB in the works.
koons ford of annapolis. well we took are truck in for service my husban told them he thinks its the turbo and the service advisortold us that hell look at it and then called us back and told us it was the computer.. so we told him to do what needs to be done and he did then called us to pick it up, and we go the bill is 999.90 and we get into the truck and it will not go anywhere... so i paid them to due what to my truck NOTHING i had to pay to get it towed home and lost out on 1000.00 dollars and I drove the truck in there.... what a mess Ill never take another one of my cars there and all i own is ford ......... I will go someplace else and I do not recommend anyone going there......
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