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November 2023 by Matthew H.
Would give zero stars if I could. Trash service. I booked an appointment for a standard oil change, confirmed it with Koons an hour before, only to show up and have them tell me they stopped accepting cars for the day and to leave. The service desk could not have cared less about their mistake and did not even offer an apology. Don't waste your time here. Go to another dealership around NOVA. There are plenty of other options around the area.
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October 2023 by Pam J.
I wrote my review today, and then I'm reading through all the responses from Brianna. How sorry she is to each reviewer that things have been so bad. Seems like this many one stars, they'd maybe try to do something different. Brianna, sorry you have the job of saying sorry for the failure of all the people before it gets to you. The fact that they give signed documents for a loan in place, and then switch banks is BAD BUSINESS, especially when the bank you switch to is the WORST BANK in the USA, the only one that is in league with is BOA.....
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October 2023 by Timika Y.
I recently submitted a review that I would like to add to. My initial experience with Sam and Lin was great. However, the run around and disappointment I've experienced with many employees of this company has caused me to regret ever stepping foot on that lot. The level of disappointment and lack of knowledge the staff has is alarming. I went in with a check, had to still have my credit ran, was asked several times if I still wanted to shop around for a better offer even though I didn't need it AND i said no. Was sent to the DMV with an expired title and was laughed at by the agent at the DMV that a reputable car company would knowingly have me doing unnecessary work. I even left the dealership without signing the check for the car, and was asked to return. The lack of organization, the managers doing the absolute most to talk me into running my credit even though i didn't need it, the many different people that told me misinformation is alarming. I absolutely regret buying this car!!!!!
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September 2023 by Wayne O.
Everything seemed good until they closed the deal. Then they were unresponsive. I sent Donovan an email and left a message regarding my extended warranty and NEVER got a reply. There was a maintenance code showing up from day one and the head maintenance guy said he didn't have the tools to do anything about it, which is a liner crock!! They won't get my business again!!!
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July 2023 by James P.
Not sure I get the low reviews. It's a car dealership, and a busy one at that. No dealership is perfect but this group did a great job. They serviced my car on time and efficiently--and during a holiday to boot. Will come back for future inspections and services.
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June 2023 by Angdongni L.
Immanuel and Mr. Tony Anzo are really helpful with our purchase of a new car. Immanuel is one of the best salespeople we ever encountered, and he was super helpful with our buying process. If it's not him, we won't be considering getting a brand-new car.Mr. Anzo has been working for the company for over ten years in the financing department. He really knows what he is doing and saved us over $200 for our monthly payment. Btw, he is really funny too!We will definitely come back if we are getting another car. We highly recommend to come find Immanuel and Mr. Anzo!!
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March 2023 by Pavle P.
Be aware they are scammers!!!I had the worst experience with Koons Service ever. They will give you false information in order to schedule an appointment, and then when you come for your appointment, they give you totally different information in order to get your money‼ In my world, that is called SCAMMERS‼I have a 2014 Ford and on 12/8/2022 Ford Motor Company Manufacturer Customer Satisfaction Program issuedProgram #19N08 TRANSMISSION CLUTCH SHUDDER-TRANSMISSION CLUTCH WARRANTY EXTENSIONI called Koons Ford because I have an issue with the transmission. I explained everything to the lady and she check my vin for me and told me that I have an extended warranty for transmission clutch shudder for this vehicle and that I can schedule an appointment. The cost of $160 for them to diagnose the issue and if is it a transmission clutch shudder, the fee will be waived. and I agreed on that. When I came to my appointment, service advisor Art Beatson was super rude. he told me that my warranty expired and then if I want to diagnose the transmission I need to pay $260. When I tried to explain to him that they told me totally different price he didn't let me and it was super annoying. I asked for the service manager, who was a few tables next to him.When I start talking to the service manager, Rob Ryans, and try to explain to him that over the phone before I scheduled my service, they told me one price and now they're giving me another price and also that my warranty expired. In the middle of my conversation with the manager, Rob Ryans Service Advisor Art Beatson start shouting from across the room that difference of the price it's because of transmission now I'm start wondering who is the manager here Ryans or service advisor Art??? Manager Ryans only told me that he is sorry for the false information about the pricing but honestly he didn't care!I want to suggest that they need to go to some management course because this is not the way to treat customers! And do not come here they want to take your money on a sneaky way. Also, I will report to Ford USA and the state customer protection office‼‼
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January 2023 by David I.
Torn about my experience buying a used car here. I should have trusted the other reviews. Lies, deception, and shady practices from the sales staff. I was in contact with koons falls church through email. We had a price set up and left for the dealership. They stuck to the price. That's the only positive I can truly say about this place. As we're about 20 minutes away (live about 1 1/2 hours away) the salesman calls me and says there are 2 warning lights on the dash. We shouldn't worry about them because the car is still covered under warranty. Why wasn't this mentioned earlier? Seems like an important point to gloss over. We should have turned around right then but were almost there. We visit the dealership and still like the car despite the lights. Again we're told they will be fixed by the manufacturer warranty. We get them to finally agree that if the issue isn't fixed, koons will "take care of it", whatever that means. Language is added to the contract but who knows if it is enough to enforce. Fast forward to us in the finance office. The finance guy says "only defects are covered by the manufacture warranty". So either the finance guy is lying or our salesman (Hector). Time will tell. The finance guy also tells one other lie- by doing your own oil changes and maintenance, you void your warranty. Turns out, that isn't true. Of course, at the time he was trying to push an extended warranty plan, so I shouldn't be surprised he'd say whatever was necessary for the add-on. I wake up the next morning after we buy the car and realize the salesman never answered the question I had about the car including two keys which was asked several times. I was distracted by the whole "lights on the dash" fiasco. Turns out, it only came with 1, which he handed to my wife and she only found out after everything was signed. She assumed I already knew there was only one key. And no manuals to boot. It's clear this dealerships buys cars, either trade in or auction, and sells them with as little care or maintenance as possible. No extra attention to detail, no care, just greed. To demonstrate the point, there was barely enough gas in the car for my wife's drive home. Spending over $30,000 on a car and you can't fill it up with even $20 in gas when you know in advance we're coming? Or purchase owner's manuals/a second key because you notice they're missing? These are the extra things that set dealerships apart. This place sadly isn't a step up from those generic third party dealerships. After some effort on my part the dealership management agreed to reimburse us for the extra expenses we endured. The sales staff were basically done with us once they made the sale.
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January 2023 by Freddie W.
Today I experienced the best customer service I've ever had in my now 28 years of life! I found a vehicle on Carfax with plans of purchasing if all looked great. I walked in to Koons Ford Falls Church and was greeted instantly by Sales rep Max Abbasi. He was exceptionally pleasant, knowledgeable, and so well rounded. I'm a single mother to a 7 month old baby girl. I brought her along with me and Max was even kind enough to help me with her offering his help by holding her while I signed documents. When I was observing/testing out two similar vehicles outside in the cold he turned on the heat in one of the vehicles and let her sleep inside warm&peaceful. But it doesn't stop there this man even shared his lunch with me. Half of a Jersey Mikas sub and some chips I was hungry and y'all know how it is because car buying can be lengthy. To purchase the vehicle I was assigned to Finance manager Dean Samadi. My credit score recently took a hit due to an unfortunate event but Dean was able to give me some great advice to reduce my car payment amount within the next three months and set my vehicle up with an amazing maintenance package. Thank you Max and Dean for your fantastic customer service we need more people like you two out in the car world! You both made my first car buying experience on my own cake and for that I am satisfied and grateful!
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December 2022 by Doctor J.
14 calls over 14 days and not a single one returned from the service department. Finally got the recall scheduled and done. Also needed a check engine light diagnosed - $200 just to read the code that the kid at Valvoline did for FREE in 1-minute. THEN a $900+ estimate on TOP of the diagnosis fee ... compared with $289 at VA Tire and Auto to replace an vapor purge valve. Dishonest or inept, neither is good. Never going back. This is the 3rd strike. They used to be good but that has all changed now.
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December 2022 by Reggie B.
Shady business practices! They will not sell to you if you don't use their preferred lender. I asked to make a cash purchase, worked with the dealership for several days to get a deal that seemed fair for both parties. They insisted I give them the chance to beat my current rate which I already knew they couldn't and a good finance manager already has awareness of what interest rates they see daily of excellent credit. Although I thought the deal was done with the salesman (purchase order created) the finance manager later came back after doing an inquire I was adimitly against, and said sorry, we can't sell to you as an out of state buy UNLESS you use our lender. A credit inquiry was made on my account just to turn around and give me multiple flemsy reasons as to why they could not sell me the vehicle cash.
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December 2022 by Kennedy W.
Don't waste your time making a reservation in the service department. Don't waste your time with unprofessional mechanics. Vehicles come back filthy. Awful awful experience. GM manager is a joke and can't even apologize for days of missed time and work. Incredible nightmare.
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November 2022 by Joshua A.
Avoid this dealership if you can. It might be a Ford dealership but, it's ran like one of those buy here pay here places I imagine. Bogus warranty is added on to final sales price! Contacted the dealership threw the web site. We got prequalified. The dealership contacted us the next day. We made an, appointment showed, up the dealership. Met a salesman he let us test drive the vehicle. He asked us how it was. It was great and, everything we expected! He then sits us down in front of a computer and, has us start filling out the usual paperwork. He disappears for a good half hour dealing with another customer. Comes back with some papers for us to sign drops them on the desk and, disappears again. We don't even have a pen at the desk to sign anything with. About twenty minutes later. Someone comes over and, asks us our name and, says good and, takes us to the finance manager. He shows us three different payment options. They all include a bogus warranty. The warranty adds about 6,000 dollars to the car price. He will beg and, beg you to get the most expensive one and, when you refuse he says we'll we can the this warranty at this price just as long as you leave us a FIVE star review. It did this dance about five times. The warranty is bogus and, supposed to cover everything from oil changes to a new set of tires. It covers nothing basically. We do have the factory warranty thank God. As we are signing all of, the necessary documents the salesman stops in to say congratulations and, drop off the second key fob. He then let's us know it doesn't work it only needs new batteries. The key didn't work at all and, had to be replaced. The bought warranty doesn't cover it which is strange because, the finance manager said it would cover every and, anything as long as a five star review would be left.
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November 2022 by Adam M.
DO NOT BUY FROM THIS DEALER! Came in here on Friday after my wife and I had been in communication over a 2022 Kia Sorento SXP X Line. With only 4,000 miles on it, we were reassured when we got there that "we won't find anything wrong with this car, it's basically brand new and in perfect shape." We proceeded to take a test drive and immediately noticed a squeaking noise. We took the car back and informed the salesman and sales manager who also agreed they heard the same noise. I then looked at the bumper where there were two indentations, multiple scratches, two broken bumper brackets, and the exhaust loose and rattling. The sales manager pretending to be surprised did offer to have the exhaust tightened and brackets replaced but that was it - no fix to the dents and scratches. At this point this, given the car had clearly been in an accident (the CARFAX was completely clean) and there was noticeable damage, i asked what the best price they could do was. The sales manager abrasively said he wasn't budging and the price is what it is. He then had the audacity to give me his business card as if I would ever waste any more time at this dealership. Needless to say, I will never be back here again. Having purchased over eight cars in my time, I have never seen a dealership behave in this way, let alone attempt to sell a car that has been in an accident without reporting it.
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October 2022 by Mary Katherine M.
I have brought my car in for service, oil changes, and inspections for a couple years now and each time the service seems to get worse and worse. This past time was the end of the straw for me. I scheduled an oil change online and called a day later to confirm and request that my car gets washed as well. The person who helped me told me to "tell the service associate you would like your car washed when you drop it off". When I got to the service center a few days later I was left standing and waiting for 5 minutes before anyone looked up from their computer to help me. When I finally was acknowledged, I was told "one minute let me finish what I am doing" before being helped. I once again requested a car wash with my oil change and the service associate told me no problem, they would add it on and my car should be done in about 2 hours. I did not receive a call that my car was ready for 5 hours. When I went to pick up my car it was not washed and the service associate that was helping me told me that he did not know it was supposed to be washed. I called the service manager to complain and he was very apologetic and offered me a full detailing of my car for the poor service I received. Unfortunately I was about to go out of town so the service manager gave me his number and extension to call once I got back to coordinate the dealership picking up my car to take it to be detailed. 8 days after that conversation I called the number and extension and I was met with the service manager acting like he had no recollection or notes about our call. He instead told me I could bring my car in to be "cleaned", which was not our agreed upon term (they were to pick up my car to get detailed). Koons Falls Church Ford has poor customer service and apparently an inability to type any notes into a file when requested by the customer. They take advantage of young women who are looking for basic car services by not paying any attention to their requests. Pay more attention to those giving you their money. I will be taking my business elsewhere after this disappointing experience.
