Koons Baltimore Ford

This was a bad buying experience. The only reason I continued through was because the car was exactly what I was looking for.
The engine was lightly revving while in park. The salesman told me that was standard for the turbo. He even told me his dad has the same car and it does the same thing. I, like an idiot, believed him. I buy the car, take it to a mechanic and he says there is a serious problem. I take it back to Koon’s and they fix it, and give me a junk loaner. It took over 2 weeks.
When I was working with the finance department, the guy was trying to hard sell me, which is annoying since we had made it that far. We agreed on a rate and later I find out that the rate the bank gave me is not what we agreed on. It was minimal so I didn’t go back and fight it, just a shady move.
I would not buy recommend buying a car from here.

My spouse and I went to Apple Ford where we had a horrible experience. We were recommended to go to Koons Ford as they were supposed to be «excellent». I had spoken to our sales guy, Matthew Bradby, who was professional and courteous. A couple of days later we arrived at the dealership and found the car we wanted, although they did not have a Ford Explorer with Navigation. We ended up purchasing a 2014 Ford Explorer Limited and paid to have the factory stock Navigation system put in, which we were told was going to be a easy experience that we could come in and wait for as it would only take «an hour or two» to complete which did not sound right. I was assured by the sales rep that I would receive a phone call the next day in the morning to provide me with a Service Appointment to have this work done. After trying to contact Mr. Bradby several times, I had no return phone call to schedule the appointment. I attempted to call the service department who immediately advised me that they could not help me and that the sales rep would need to actually set up the appointment. I spoke with the supervisor who immediately assisted me in setting up the appointment and explained that this was not a «one or two hour job» and he apologized if Mr. Bradby misspoke. We were offered a loaner car during the time they would have the car which I felt was very nice of them. At that point I felt that we had been taken care of and was very happy with our purchase. The following day, keep in mind this is now 4 days after buying the car, we were driving down the highway and we heard a loud sound come from the driver’s side almost like we had hit something. We figured it was a rock or something and drove to our destination. After getting out of the car, noticed that the front side windshield molding had flew off the vehicle. After close inspection it was clear that «someone» had attempted to use some type of adhesive to hold it down and the bracket that was underneath had a crack in the plastic frame which is why it flew off after we got on the highway driving at a higher rate of speed. So, I immediately called the dealer, which I found out was closed being Sunday. I called our sales guy Mr. Bradby to advise him of the issue. I sent him pictures from my phone and was appalled that this had happened to a practically brand new car with very low miles. I was more upset that it was clear they had tried to use adhesive to hold it down instead of replacing the molding. After speaking to Mr. Bradby I was assured that it would be taken care of and to advise the manager when dropping off the car the next day. After I arrived at the dealership and speaking to the manager I was then informed that they would NOT cover the molding as the car was sold used and I had owned it for 4 days. He attempted to compare it to a rock hitting our windshield and asking them to fix it. I advised him that I was extremely disappointed and in my mind this should be something they should take care of. He advised that they only do a «visual inspection» of the vehicles they purchase and would not have known of the issue. They still have my car as of right now and I’m hoping that they will see the light and fix it. If not I’m sure they will give me a bill for the molding. Overall our sales experience was good just not happy with the end result at this point. Great car, just not at all satisfied that something like this happens and they refuse to pay for it to be fixed. I will seriously reconsider buying another car from them. I think we will look around for another dealer. I will update my post after we get the car back. I would like to recommend the dealer but after all of this we are not very happy at all with our overall experience.

I’m very disappointed in my experience with this dealership there’s absolutely no professionalism or sense of customer service. I had an appointment to see a used vehicle today I left work early and I showed up prior to my appointment time and they sold it out from under me. I already had the loan and I have the check in hand now I have a hard inquiry on my credit for a vehicle that I can’t even buy. I’m very disappointed with this dealership.

Bought my first car here. Spoke with Donta and things went swimmingly even if he was pretty new to the company. My wife and I came from CA so he offered us some great info on places around the area. Great guy!

Koons is a bit out of my way, but I’ll continue to make the drive to get my Escape serviced there. The staff are friendly, knowledgeable, and helpful. They always explain all the charges and parts and do their best to keep my bill as low as possible. They also always get me in within a day, which is more than I can say about Bob Davidson Ford who will send you a million emails, coupons, and gift cards but can’t be bothered to answer a phone, return a voice mail, or schedule a service appointment.
Thanks for being consistent and reliable, Koons.

Sales-​wise, we had a very pleasant experience buying a car here. Our salesman Lan Phan was incredibly nice to work with, and I’d recommend him to anyone. However, the finance office here is what makes me rate the dealership as a whole as a three – they lack attention to detail, an inability to follow up with you when requested, and are generally rude when you decline any warranties. I’d recommend anyone to shop here, but come prepared with an outside loan to avoid as much time as possible in the finance office!

OMG. We could not have had a better experience.
This was our 2^nd trip to Koons Ford of Baltimore after performing 10s of hours of research online into various other makes (e.g. Acura TLX, Suburu Legacy, Toyota Camry, Chevy Impala, Honda Accord) and stopping at various other dealerships (e.g. Bob Davidson Ford, Frankel Acura, etc.) in the North Baltimore region.
We were never put under any pressure /​in an uncomfortable position, etc. Instead, we felt encouraged to help them find the perfect car for us for the best deal (and — again — I looked around the entire North Baltimore region).
Our salesman (Lan Phan) was very helpful (prompt service and valuable input) and made the experience a fun one (he’s a very funny guy!) and our sales manager (Mark Rodgers) worked with us to lock in the best deal (e.g. he explained everything well, he considered everything that we had to say, and he remained patient, professional the entire time).
I can’t recommend Koons Ford of Baltimore enough.

I have traditionally gotten good service from Koons Ford and today was no difference. I went for an oil change and some additional service. Everything was great and the staff was very polite including the Service writer.

I’m shocked to see any bad reviews on here. My wife and I love Koons Baltimore Ford so much that we’ve bought *3* cars from them since July 2012. Is it because the cars were bad? Nope! They’re awesome and the experience was awesome.
I bought a 2013 Mustang GT from Tom Snyder back in July 2012… over the internet, no less. I put down a deposit to hold the car on the lot, came in, walked out with a 420 hp monster. Tom was great. We talked a lot about Mustangs… there was no needless haggling back and forth. I got a sweet ride for $ 31k… Recaro seats, brake package… everything. This is THE place if you want a Mustang. Ms. Carol handled the financing and didn’t try to sell me anything I didn’t want/​need.
A few months later, the wife needed a new car and we had such a positive experience that we went back. There was a sweet race red Focus that seemed to be sitting on the lot because it had a manual transmission. We showed up, test drove it, and got it. As I recall, Tom S. even came in on his day off! We walked out with a Focus.
Most recently, in Feb 2014, I needed a snow car. If you’ve never driven a Mustang GT in the snow, I really suggest you don’t do it. Tom had been promoted by now, but he hooked us up with Kasey who was awesome as well. Seriously. I saw they had a sweet Focus ST. Walked in, drove it. Loved it… didn’t even bother with the Fiesta ST and 2 months later I LOVE the car. It’s fantastic. It also does great handbrake turns in the snow. Once again, Ms. Carol handled the financing and she was great. It’s almost like they’re family by this point! We drove back to Baltimore from CLEVELAND to get this car. And they even handled the Ohio plates.
We have dealt with the service department as well, usually through Kyle. My wife had one of her seat warmers go out. She took it in, they diagnosed it, and replaced it under warranty. No hassles. No nothing. Most recently, the screen on the radio in my Mustang was cracked really badly (this is a rare, but known issue in 2013 Mustangs). It’s purely cosmetic, but is really gross. I e-​mailed a photo to Tom and asked if he could help me out, put me in contact with somebody in the service. A few days later, I got an e-​mail from Paul S. in the service department asking for my mileage and telling me he’d get the radio in and they’d replace it for me. No problems at all.
They have fast cars. They fix any minor issues that come up. They’re great people, and even work with strange requests like «Hey I’m driving over from Ohio tomorrow. Can you help?». I think after buying 3 cars, we’re done for a little bit… but when I decide that I really need a Shelby GT350 in a few years… I’ll be going back to Koons.

I am in the high line Auto industry for almost a quarter century, working for BMW. I live on Long Island and could not get the 2015 F150 King Ranch locally as out was in short supply and very new. After searching I located one here in Baltimore at Koons Ford. Tom Snyder is the Sales manager and was very professional extending me a professional courtesy where he did not really have to as this particular truck was in extreme demand. Being I the business, I am rather particular and fastidious. Tom and his team including his Sales rep Keith, went above and beyond to accommodate my every need to make me comfortable having to make a 500 mile round trip event to pick up my truck. Job well done and I would recommend them with confidence. Love our new truck.

I had a pleasant experience a buying my here. This was my first time buying from a dealership, which I was kind of dreading. I was ready for some hard ball bargaining tactics and my husband and I had practiced good cop/​bad cop, which ended up being unnecessary since our salesmen was a straight shooter who didn’t play games. The experience was faster and easier than anticipated and I didn’t feel swindled. Of course there was some bargaining involved, but the fun kind. I felt accommodated and included as a woman and really enjoyed buying our vehicle here.

If I can find the time I actually plan to picket in front of this dealership. I already have a call in to the BBB and Maryland Attorney General. They are the absolute worst. I went in to the body shop needing bumper and muffler repair from an accident. We were told 1 ½ weeks, after keeping the car for 4 extra weeks we ended up leaving with engine damage. How does this happen? No issues when we took the car in now we can’t even drive it. Stay as far away from them as you can. 1^st they’ll mess up your car then they’ll refuse to fix it.

Bought a used car from private party, and got notice for a software update. Thought it was free and called a few dealerships around, but everyone wanted to charge one hour labor for this 8 min update (dealer install only unfortunately). Only Koons rep told me to drop by and they can do it free. I verified multiple times that it would be free, and made an appointment. Went there and of course was told it would not be free, but for a ~40 (well, still cheaper than what I got over the phone from other dealers, sure it might be different when I actually drop by too), and was offered a discount to knock it down to a few bucks. Anyway, during the process, the tech who actually did the job tried to convince me there was no update for my «old» car, and I already had the most up-​to-​date ver. Well, you can take it at both sides, positively, he was trying to convince not to waste my time and money (he could’ve just said yeah I did the update, where is my money); but on the other hand, it showed that he was not that aware of what was going on with their own cars. I had to go back and forth to clear some misunderstanding that he then realized what I was asking for. He went back did it and before I left I asked him what ver he got it on, and he gave me the answer I wanted to hear. I should’ve checked it online immediately before I left, but I thought it might be a little rude since the man told me straight up. Went back home and checked it myself, and found he only got a patch (intermediate update that could be updated by owner himself). I had to call ford’s tech hot line myself and copy and paste the «script» the rep provided for the tech. I emailed the service adviser and forward him the «script» while making the appointment. So I got the car back and checked with the service adviser that the tech got my «script» and methods directly from Ford how to do the update. He told me yes, and the wait game began. I waited for about 2 hours to find out that they just started to work on the car because the tech called me into the garage to show me the system again showed no update for my car. I had to stand by him and read him the method Ford hot line rep gave me word by word, and woah lah, my update showed up and the whole process took about 15mins. I asked the tech if the service adviser guy gave him the method I was reading, he said no. Well, someone was lying. I appreciate their attitude to work with customer but either the training from Ford overall was bad or the work ethics was bad enough that it took me two trips, 4 hours waiting and personal involvement for a 15min software update.

Total scumbags. They tell you lies on the phone to get you in the door then try to lie to your face. Offer about $ 5,000 less on your trade then anywhere else! They offer so low its insulting. If they cant make $ 10,000 off your trade they just dont care to make a deal. Liars and pathetic customer service. They want to bait and switch and hit you over the head.

My husband and I purchased a brand new Fiesta from this dealership in July and we’re just getting around to writing a review (sorry, all, heh). I did quite a bit of comparison shopping beforehand and had actually not planned to purchase on the day that I did, but we went to visit Koons on a Friday night to see what the Fords looked like, and I fell in love with this Fiesta from the get-​go. It had everything we required and the price was reasonable, so we went back the next day for a test drive. Our salesman, Keith Schopman, was very personable and patient (though a bit too apologetic at times — really, I don’t mind that we had to look at the car on our own, I preferred that, so as far as I’m concerned, he did his job just right for my tastes) and helped us considerably with hammering out details. Our finance manager, Sam, was also very nice and took time to answer any and all questions we had.
I am very pleased with the Fiesta and have had no trouble with it whatever. Maybe my experience is an anomaly, but I had no issue with how I was treated here and would happily return for my next car (which will hopefully not be for many years).
Recommended.

In the process of shopping for a new Ford hatchback, I went to several dealers in the Baltimore region. My experience at Koon’s was easily the best. Larry Bouldin was kind, patient, and well-​informed and an overall delight to work with. Mark Rodgers was direct and firm but in a professional, friendly way. At no point in the negotiations did I feel pressured or strong-​armed. I ended up driving out in my awesome new Fiesta feeling great about the deal and the service I received. Oh, I should mention that Carol (the finance manager) was wonderful too — friendly, knowledgeable and organized. I will definitely be back when it’s time to shop for my next car!

A second encounter with the two top managers at Koons, in person, resulted in the sales manager cursing at me to tell me I will never get my contract honored (the f bomb was his favorite). Both he and Dennis K., Gen. manager continued to deny the validity of my contract.
They have now made an offer for oil changes for the length of the contract but that is it. (a premium contract was purchased which covered over 200 items). AND to get that I would have to take down my review of them here on Unilocal.
I declined this offer. I would like my full contract honored and I will never be bullied into taking down my truthful reviews.
Any company that would treat a customer like this needs new potential customers to know exactly what they may face if purchasing a car at Koons Ford.
(For the record I love Ford cars — it is this dealership that is a nightmare — not the Ford vehicles).

«I was looking a new Mustang GT and Koons was one of the ones I saw with highly competitive price. I stopped in and met with a salesman named Bobby. Bobby was honest, straight forward, and down to earth. I picked up my mustang for a price well under msrp and I was happy with my purchase

I had to stop by here for emergency service. I was driving from Boston to Miami and my window broke halfway down (which is quite unpleasant driving 70 mph on the highway).
I stopped by with zero appointment, and was seen on the spot. They put my window up and did not charge me anything at all — just as a courtesy. I am still under factory warranty (from another dealership in New England), and they were going to charge the warranty if they had the part to fix it — but they just didn’t have the part — and I didn’t give them any notice stopping by on a Saturday an hour before they close.
Overall, they were quick and convenient access from the highway. Good overall experience.

They refused to transfer a car I actually BOUGHT at a different Koons Ford. I had a signed bill of sale and had traded my car, only to be told the car was already sold. So they sold me a sold car, oh well, that happens.
NOPE, the car was available but Koons Ford Baltimore didn’t want to give up the car.
Unbelievable.
Koons Ford Falls Church ended up giving me a great price on an even better Mustang because of what Koons Ford Baltimore did. If you are gonna go to a Koons Ford go there and if you are buying a Mustang, go straight to Joe Bond. He used to be a Mustang tech so he knows EVERYTHING about these cars.
Also, to whoever manages the Koons brand, I think you should re-​evaluate the way you do business as a whole. I had to go to hell and back just to buy a car because no one wanted to release the car to a different location. Ridiculous. Why would I have to drive to Baltimore from Arlington when the Falls Church location is right down the street?