Koons Ford of Baltimore Service Center

Just want to preface this review by first pointing out that this is not directed at Frank— the only advisor that acted as if he cared. Frank gets 5 stars for all of my interactions with him. I have been going to this service shop since 2015. I’ve spent tens of thousands of dollars here and have paid my bill with no problem. I needed a repair in 2022–I paid for it. (Over 1k). Later on I discovered it was recalled. I requested my money back. They gave me the run around and told me to call corporate. When I called, corporate said this dealership had to pay for it because they were made aware about this recall back in 2020. The only time I got a response about getting a refund was when my car had another issue that I went to them for. I had the issue fixed—I paid for it in full. My car was

Dissatisfied. I will not be back for any service. Staff was very unprofessional and unorganized.They just "look" busy. Zero customer service skills. Never called about estimated costs. I had to go back to inquire about it because noone ever answers the phone including the extension assigned to your personal service advisor. Don't bother leaving a message, they won't call back. I went up there and they needed to keep it an extra day. Which was fine, I stated I wish you would of just called me. Her reply was I call everyone back before 5pm. It was almost 4 and my vehicle was there all morning, but still ok. I just asked if they could please just give me a call tomorrow. She calls on Tuesday for me to pick up. Get there. They lost my key then lied about it. Tell me to have a seat while I watc

EDIT: The service department reached out to me after this review went live and offered to repair the scratch at no cost and to re-evaluate the transmission. I am updating the review from 1 to 2 stars for attempting to make things right, but I still won't be coming back for this particular issue since it shouldn't have happened in the first place. Original review: Do NOT come here for warranty work under any circumstances. After another dealership verified my F-150's 10R80 transmission was shifting roughly (classic CDF issue) they sent me here since they didn't have enough techs for the work. Not only did Koons techs (and the shop foreman) claim that they couldn't replicate the issue, saying it "shifted perfectly", I brought my truck home with a new scratch in the hood and they charged me

As another recent reviewed stated: Do Not bring your vehicle here for warranty work (or any service work, if you can help it). My company used this dealership for fleet maintenance/repairs for years due to convenience of location. However, after years of poor service and damage to vehicles while in their care, we moved our fleet care to another shop; we now only use Koons Ford for warranty repairs. After recent issues, we will now not even use Koons for warranty work. Most recently, had a truck go in for bank-2 catalytic converter warranty replacement. A week after the "replacement", the error code came back, only to discover the cat was never replaced; they only cleared the code (we got invoice stating it was replaced, but both cats still rusty; clearly not replaced)... So truck went back

This place is the best dealership I have ever experienced. The service department is awesome (Thanks Kara) and of course the sales team is the same. If you are looking to purchase a new vehicle or used, this is the place. Koons Ford of Baltimore. Thanks so much !!!