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December 2023 by Craig B.
I drive a company vehicle that is filled with equipment. I stopped by on Tuesday and made an appointment for Friday to drop off the van for service. The van has basically been sitting in the back lot with no movement on Saturday, Monday or today, Tuesday. My company had to get me a rental to pick up. Then had to go to the dealership and transfer as much of my equipment as possible. This has been a HUGE inconvenience. There's no follow up. No sense of Urgency. At the moment I'm waiting for other vehicles. My appt was for Friday. I expected it to be priority. My wife also drives a Ford and takes it here. Neither of us will use this location in the future. The whole purpose of the appt was so I've have my vehicle back sooner rather than later. It will take them a week to complete minor work that only takes a few hours.
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August 2023 by Randy B.
ABSOLUTELY DO NOT trust the service dept with your vehicle. I went in for an oil change, was told that I needed the rear brake rotor AND pads replaced. Vehicle only has 44k miles on it. I seldom drive it. Understandably skeptical, I went to another FORD dealership, and was told that the brakes have AT LEAST 20k more miles on them. Called the Silver Spring service director directly, had an unfruitful chat with him. I hung up after he told me I was 'accusing' his team of impropriety. Save your money and some grief. Go elsewhere.
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August 2023 by Sandy M.
Koons Ford and Koons Mazda are side by side in the silver spring auto park. We went there to buy a Mazda 3. After they kept us for over two hours. Offering this and that we finally found a car we wanted to buy even though it was a little more that we planned to spend. My grandson was all excited to be buying his first new car. Had been saving up for it for quite awhile and had a sizable amount to put down. He went back to the salesman's office and after doing a mess of paper work was informed that the salesman had made a mistake and that car was not for sale at the price he had offered but he had another car he could have. Different color and fewer amenities. We went all the way to Koons General manager to have them make it right. We have been Koons customers for many years. Bought several fords from them. No deal they would not budge and wanted 3 thousand more than the offered price. A clear case of bait and switch. We bought a car from another dealer and will never buy from Koons again. The other Mazda dealers we visited were really and were appalled at what happened to us at Koons
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July 2023 by S B.
Ladies beware of over pricing on replacement tires. This dealership has sold a 20" Continental tire charging her $450 plus dollars comprised of cash & Lincoln points for a tire with a market rate of $214 if ordered through Amazon. Sad moment for a dealership to take advantage of the lady customer who purchased her 2022 Lincoln from this pathetic dealership. The customer in question has no knowledge that I am sharing her "flim flam" experience. I challenge the dealership to legally pursue this response if it is not factual. I am William Wilson. 4432085833. I had to give a rating of 1 star in order to post this despicable caption of customer service and loyalty at it's worst.
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June 2023 by Ricardo S.
These people serviced my vehicle and didn't secure my oil drain plug properly and totaled my vehicle! And now ARE CLAIMING THEY'RE NOT RESPONSIBLE? Mr. Mark Waybright will not reach back out to me after leaving several messages explaining to him that the service done to my vehicle wasn't done properly on top of that even the Technicians that found the source to why my vehicle failed and engine blew was because of the service that was done specifically here! All the evidence that all adds up to a improper oil change and yet cannot claim responsibility what terrible service!
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June 2023 by Ilana H.
Dishonest dealership. Brought car here for appraisal for purposes of trade in. Dealership's online system estimated value of car over 30% greater than their appraiser did in person, despite the appraiser's agreement as to excellent condition of vehicle. Don't waste your time with this bait and switch.
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May 2023 by Ryan B.
When I was waiting to drop off my car I saw a very angry customer asking for the manger. I should've taken that as a sign of the poor customer service to come. I recently took my car in for an oil change when the service agent told me that the tech found something wrong with my tires but they could fix it for $500 plus. My car is brand new and I've only have 13000 miles on it. I asked them about a warranty and they stated they didn't see anything for one with my vehicle but that was a lie. After some digging I found out I had an active warranty. They did not offer nor want to call the insurance provider. I had to call and have them on 3 way for the Ford Service agent. They asked me to bring my car back in and then I received a call stating that the issue with my tires isn't covered by my warranty. I then call the tire company who starts a claim with me and asks why the dealership doesn't call them for help. I again have to call on 3 way just to get the dealership to provide some type of help. Their response an hour later after learning that the tire company has filed a claim is that they don't work with the tire company because they "might" not get paid. How would you get paid when you don't communicate with any of the companies involved? I do not recommend going to Koons Ford of Silver Spring to get any work done to your car. They will upcharge and find "issues but want you to pay out of pocket. They will not find a solution for you unless your wallet is involved. They are not helpful or professional in anyway. If my car wasn't new I wouldn't even step foot in a crooked dealership like this one.
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December 2022 by Kathy T.
This place is horrible. Everyone LIES and they cannot get their stories straight. They charged me $500 "processing fee" for my tags title, after I purchased my lease outright. Plus the cost of tags and title. Then did not process them for over a month, until I personally showed up and questioned about it. They had not begun to process, telling me they were short staffed. After I spoke to Vehicle Administration, I learned I could bring in paperwork myself and so I asked for my paperwork. They would not give to me, saying I had to wait until weekend passed, but they would still not be able to refund their processing fee, even though had not started the process with MVA. Kept me sitting in their office for 3 hours and finally gave a $54 refund for overpayment of title and tax fee (which they did not start processing until AFTER I arrived and told them not to. When I asked, I was told the $500 was a legal charge (it is not, per my contract), and that it was for processing title and tags and...wait for it...their ADVERTISING. Im gonna end the story her, but there is so much more to tell on this. Looks like Im going to arbitration!
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December 2022 by B&B Ltd.
Calling them is a disaster. Just go in-person. Don't bother with the people who answer the phones and have zero answers, and know zero about cars, and zero about prices. And if you can't go in, just call Jiffy Lube where they have answers just a block away.
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November 2022 by Name
Calling them is a disaster. Just go in-person. Don't bother with the people who answer the phones and have zero answers, and know zero about cars, and zero about prices. And if you can't go in, just call Jiffy Lube where they have answers just a block away.
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November 2022 by Jonathan P.
This dealership is extremely slow and unresponsive. Their service advisors are lazy and do not do their jobs in an appropriate amount of time. The service manager Ernesto Uribe was very rude and non helpful. Instead of getting the GM like we asked he disappeared and never came back. If you have a third party warranty steer clear of getting your car repaired here.
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October 2022 by Daniel C.
My vehicle was serviced from October 20-24 after it didn't start at my residence. The primary service performed was the steering column module replacement and the 105K mile service. The service advisor Billy communicated pretty well with me via text; however, it didn't appear he worked very hard to apply a small discount esp. with a bill of about $1800 (e.g., with Hersons Honda I always get a small discount using a coupon) but there didn't seem to be any effort on his part to apply one. I was surprised that a $180 diagnosis was part of the bill despite the fact that the steering column module replacement was almost $900. Also, a 3% surcharge was added to the bill because I paid with a credit card - this is the first time I have ever had a surcharge for servicing a car. When we picked up the car the gas level indicated 12 miles to empty, i.e., they could have put 1/2 gallon of gas back in the tank. In the past, they washed the exterior of the car but it wasn't done this time. For the above reasons, I will not be doing any business with any Koons dealership in the future.
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October 2022 by Chirag Shah
I went in without an appointment for a tire inspection. They took me in and actually performed not only a tire inspection but also 27 point inspection for free. At the end of the inspection they texted me a video which shows the mechanic walking though the car parts, brakes, tires, undercarriage etc. and okaying it.Service: Tires
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October 2022 by J Hdz
Bad service ever
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August 2022 by Mike L.
Literal thieves. This review is regarding they're service department. First of all they'll tell you so many nice words and make it seem like they're actually doing something when it's ALL BS. For an example , they wanted 130$ to " change oil rotate tires and multipoint inspection" BS I can go to Walmart get the stuff myself and do it for 40$. They wanted 1800$ to change all breaks and rotors just breaks and rotors!!!! They're labor rates are absolutely insane. They also wanted 130$ to clean mass airflow sensor which takes 5 minutes to do and you can go to Walmart and get the spray clean can for 7$.... Stay away from this place or any dealership if you don't want to get ripped off.
