Koons Falls Church Ford Service Center

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Andy Johnson
3 months ago
My brother asked me why do you keep onbtaking your 2010 truck to ford dealership? I like it to be done by the ford professionals. They know my truck. Or do they? Ford front desk see so many people that they do not remember people. I've been coming to this ford dealership for 27 years and before this was Kip, after my last experience and I am rethinking on returning. Ford Mech just sees an old truck with 215K miles. Right off they start writing down stuff for the 2nd time to replace oil pan gasket for $2200. Or replace the rear seal or rear axle oil. ( which was done 6 months ago) in grand total of $3500. So maybe my brother is correct. Once the warranty is over go else where. This is why they get 4 stars. Mike O'Neal is a good guy and he is easy to talk to and he understands where the problems are but it also sounds like his hands are tied too. I asked if the only suggestion on the parts and let me decide on what. Front desk told me that the oil pan is leaking so bad that it will not hold any oil. When I got there to see this leak. Well my truck was all done and waiting for me to pay

  Blk Killroy
5 months ago
To be honest, during my 1st service experience it was disappointing. My service advisor was excellent but the actual service done to my vehicle was quite disappointing. My car did not start up when the went to get the car from around the back. I get home and cut off the vehicle and it does not start again (for a 2nd time since picking up the vehicle). This was not an issue prior to bringing my vehicle in for an oil change and tire rotation. Resulted in me paying $202.00 for a new battery. The service department never acknowledged this after I made them aware of this. Very disappointing.My vehicle alignment still appears to be off after being fixed , which was an issue when I purchased the vehicle July 2023. Again, a fee I paid for out of pocket and the car still veers left.The oil life reading showed 8% percent on the display screen, and none of the fluids were topped off. So the oil change was not done completely.I felt like I was taken advantage of and the overall work of what was done was not transparent at all. I am disappointed to say the least.Spent over $900.00 out of pocket for maintenance and service that was supposed to be covered (not counting my deductible). No oil change performed, and the vehicle does not appear to be properly fixed with the alignment.Also, do not have any paperwork / receipt of the work performed. No print out or even an email provided to me as proof of what services were done.Tito W.

  Jessica Smrekar
a month ago
The staff at Koons were fantastic while I was getting my car fixed after an accident. They worked wonderfully with my insurance and car rental and did a great job of explaining what was going to happen and how they would handle things with my insurance. The lead mechanic working on my Jeep had amazing customer service, she called me to keep me updated on the process and was a week earlier than originally estimated. Deeply appreciate the dedication and assistance with a rather stressful situation.

  Amber Dent
2 months ago
I paid $1244 to have my oil changed and to figure out how to stop my car from squeaking. I was told my brakes were fine and it was the strut bearing. I was also told I would need a wheel alignment. I said yes please do whatever you have to. I dropped my car off at Ford Service at 7:00am. When I arrived to pick my car up at 5:00pm, I first noticed my oil light was at 47%. I was told it was an accident and they forgot to reset it. I then noticed after leaving Ford for the third time, I could still hear the noise like metal on metal. I m LIVID!!! I have always trusted Ford to complete all my service for years. I m upset because $1244 later and I m still having problems. This is unacceptable. It is imperative to be transparent with your customers. I m going to get a second opinion.

  Maggie Lynch
2 months ago
Absolutely wonderful. Recently had my car serviced there and the communication was exceptional. The woman that scheduled my car to be picked up from my house (I can t remember her name!) deserves a raise. She worked around my schedule and is the definition of wonderful customer service. The service rep Deshaun was also extremely communicative and wonderful all around. This team clearly respects people s time and wants to make taking your car to get repaired as seamless as possible. The valet service was so great- the guys that picked up/dropped off my car were prompt, communicative and handled my vehicle with great care. Will absolutely be coming back to Koons Ford and recommending it to friends and family.

  Jim Hopson
a month ago
Service and repairs were excellent, efficient and a very pleasant experience. Buck, my service advisor was stellar and got me in for service exactly when I needed it and kept me updated through the entire process. Josh, my technician was fast, thorough and found and fixed several additional items that I hadn t noticed yet. He probably saved me from big repair bills by stopping the issues before they became serious (and costly).

  Sheila Youmans
a month ago
Had the best day at Ford Koons Fall Church. Having the pleasure to get the coolest salesman Fred. He is so detailed and organized. He made sure I understood every step of the process of buy my FORD ECOSPORT. His manager Ed was amazing and upbeat, he made sure I test drive a few vehicles before I choose the one I most loved. Patrick helped me download and sign up for FORD PASS and made sure my car was set up properly. I drove off the lot feeling so great after the perfect day I had working with these guys. I must mention I had Lobster Rice balls from Filomena Ristorante in DC courtesy of Tony Anzo in Finance. The team at KOONS FALL CHURCH work hard work together and make sure you feel amazing from beginning to end.I have already recommended a few of my friends

  Bruna Nolasco
a day ago
Koons probably offers a great sales service, if you are looking to buy a car the reviews below will be a great experience, as with many other dealerships. If you want to buy you will be treated like a queen/king, if you need maintenance service you will become a clown.Second attempt to have my problem, which is simple, resolved in this store and it was a horrible experience. First, my appointment was set and I explained the problem and then they called me to arrive earlier so that I would have enough time to resolve it, and then the person who called me was confused about what time I should go and told me to go at another timetable. When I arrived, the technician responsible for the service wasn't there, I don't know what time he arrived and the 3 attendants I spoke to were rude and couldn't give me decent information about when my car would be looked at.I waited for 2 hours and no one came to check my car, I tried once again to talk to an attendant who was again rude and didn't give me any information. I left after waiting two hours and not having my problem resolved.Definitely avoid this place if you want your problems solve.

  Cary Moore
a month ago
I brought my car in for a recall repair. The greeter could not have nicer or more polite. They had a wonderful waiting area that I could work while they made the repair. The service took exactly the time they said it would. They made a couple of offers of course but were gracious in my declining of them. Wonderful experience.

  Adrian Guerrero-Villarreal
3 weeks ago
I had the best experience with getting maintenance work done. Tabitha, the front desk guys, and the man that dropped off my car were all so sweet and provided great service! I still remember the last service experience I got for my car was not an ideal process, but the manager Mike was so helpful and kind. Great staff overall!

  Erin J. Donahue
a week ago
Really glad I got the service package. I had a seamless appointment for my oil change, inspection, tire rotation, etc. They even ran me home and came to pick me up when it was ready. Great service experience all around!

  Mauricio Lopez
a week ago
Made an appointment to get my work van serviced for today April 16th at 8am.I showed up on time. Waited for 4hours and went to front desk to get an update on my van?I was told that my van hasn t been even pulled in the shop yet.I nicely asked for my key and my van.Thank you Koons Falls church VA for wasting my time.Will never bring my Van back for service here much less buy a vehicle.

  Gwen Murphy
7 months ago
Thank you, Koons Falls Church Collision! My Mustang Mach E repair was seamless from start to finish. The customer service was awesome. Im very pleased with the repair.

  Tony Parmer
2 weeks ago
For the first time in many years, I had a great experience with the service I needed. I was well informed of the progress and the payment of services with our service enrollment tech is amazing. No longer needing to go to a payment office is really great. I will highly recommend your service department to others!

  Jacob Walker
2 months ago
I was there for a mileage service. My tech, Matt, was extremely knowledgeable and great in explaining the issues that were located. Matt kept me informed of the expected timing. When it became evident that my car would not be ready, Matt offered me a rental and a ride to the rental car office for pickup. When I arrived the car was ready for pickup. The next day, Matt called to give me an expected time of pickup I arrived and everything was ready as explained. He earned 5 stars! I will definitely use Koons again!

  Greg Kubiak
a week ago
After getting a jump for my dead battery, I was desperate to find a service to install a new one in case it didn't hold the charge. I called Koons to see if they could work me in to install a new battery. The dept. assistance politely said Absolutely and I drove right over. Upon arrival, Phuc quickly and professionally assisted me and kept me informed through what I knew would be a lengthy install for my hybrid. Even though I usually get my Ford serviced closer to home, I will keep Koon s in mind next time I am in town, and highly recommend them!

  Olivia Rutledge
2 months ago
This was the absolute most horrendous experience that I have ever had with a business. This establishment has awful communication, professionalism, and service. If your insurance tries to send you here do not accept it!!!I got into a minor accident on January 22 and my car was towed here due to my insurance on the 24th. My car was not checked into their system for five days, during which time I called them several times and left several messages that weren't returned. I ended up showing up physically and they lied to me saying that they had just called me and left a message.I continued to call the office a total of 22 times throughout the course of my car being there and maybe 4 of my calls were answered and then I was promptly redirected to another line that didn't pick up. I left upwards of 10 messages throughout these calls and only one single message was answered via email with minimal detail. The receptionist, Jessica is often rude and short. After much waiting, on the Wednesday before I was told my car would be done at the end of the week I asked if they could call me back with a more exact time when my car would be finished, she simply replied, "no." She also once again lied and said they had just tried to call me.Not surprisingly my car was not finished until the very very end of business on Friday night, so I arranged with Jerry that I would be by on Monday on my way home from work to retrieve the car and he promised that it would be available. When I arrived the office had unexpectedly closed early for a meeting, but the one single kind employee that works there let me in to get my car. Jerry proceeded to tell me that they wouldn't be able to turn on the computer to give it to me and also that even if I could get it, the battery was now dead and my gas tank was completely and totally empty, despite me giving them the car with a working battery and a quarter tank of gas. They did not think it necessary to notify me of this ahead of time, during the almost month in which they had my car to replace my tire, do my alignment, and some minor repairs. They did however, once AGAIN lie and tell me that they had tried to contact me.I told him I would be back the next day at the same time to get my car. I came back the next day and once again the business is closed. I knock on the door and Jerry lets me inside and I insist that he gives me my car today, as I have been waiting for a month and was now promised that I could get it back more than three times and had run out of rental coverage, He refused and I once again insisted. He told me that he would call the police if I took my car and then proceeded to do so (despite me NOT getting my car) and told them that I had unauthorized entrance to his business, although he had unlocked the door and let me in. He then refused to speak to me, and went outside while another employee came in and got us checked out with absolutely no problems whatsoever, and I got my car and left.Overall, not only was this egregiously rude and unprofessional, it also caused me great amounts of emotional distress to be treated so heinously after simply asking to be treated like a human being and patron of this business. Not only should you be extremely wary of patronizing this business, I truly believe that they should be shut down and insurance companies need stop sending clients here. I have reported them to the Better Business Bureau and I urge anyone with similar experiences (which, judging by the reviews there are many,) to do the same.

  Paula Carazo
a month ago
I dropped my car off at the Quick lane service center (I had an appointment but was running late) and they attended me fast. It was an easy process and convenient :) Art was great at the front desk and very helpful helping me service my car and arranging shuttle and pickup for me.

  Fred McL
a week ago
I purchased my used 2015 Toyota Tacoma truck from this dealership last year and when I recently brought it in for service after making an appointment, wasting my time, fuel and toll $$$ driving there, I was turned away and told they can't/won't service my truck (becasue it's not a Ford). It would have been nice if they could have told me that before I purchased my truck!!! Lesson learned ... do NOT buy a used vehicle from these people.I was sent to Koons Toyota, but by then, I already had a bad taste in my mouth and decided to find my own independent service center.

  Nick Watson
a week ago
The service here is top notch. Always a pleasure having my car serviced here. I saw Art Beatson and he always goes above and beyond to make the customer feel like family.

  Ken Sumson
2 months ago
Appointment was easy to schedule. I worked with Buck who was my service advisor. As usual he did a great job. He kept me up to date on what was going on and explained the procedure. He is a great member of Koons Ford. I would not want to buy from any other auto dealer. Thank you.

  Amber
a month ago
My experience was awesome getting a routine oil change. I was greeted immediately by someone who got me checked in. They were able to accommodate a specific service request I had and I really appreciated that! They were very helpful throughout my experience.

  Kimberly Marie Brown
3 months ago
I have had a few services done in the last year with Koons Falls Church Ford and I cannot recommend them enough. In particular Rob Ryans worked with me to thoroughly answer my questions and concerns and kept me informed thoroughly throughout the process. Truly wonderful customer service. I so appreciate the professional and thorough nature of their work- it s why I drive from SE DC to get service even if there are closer Ford dealerships. The level and quality of service is worth the extra time in traffic. Keep up the great work!

  Tracy Berryhill
2 months ago
Our service writer Matt was excellent to work with. He kept us updated on the status of the vehicle repair throughout the entire process and when I called with a question, he made it a point to take my call versus just letting the call go to voicemail. Would definitely take my car there again for any future service.

  Jayson Frum
2 months ago
Dropped my Mach E off for recall service. Everything was excellent from start to finish. Arranged for a Mach E as my rental, provided transportation to pick up rental and communication throughout was great. Janet, Art and whole team were fantastic.

  Michelle Edwards
a month ago
My car got rear-ended two different times in the past year. Koons Falls Church Ford Service Center repaired it both times and did a great job. They were also very helpful on the phone and welcoming in person.

  Arash Chini
5 months ago
The best dealership and , great and honest guys are working together to provide excellent services to the American cars customersThe Ford companygood luck to them

  Dawn Behrens
2 months ago
Buck and the service guys were great! Ordered the part I needed and got me in to get it fixed quick. They also took care of a recall AND got my console unstuck which was totally my fault. All this in a very friendly and professional manner. Very happy with their service.

  nasosufan
2 months ago
Team did I great job getting my vehicle issue identified in a timely manner. Additionally they were able to resource a technician for a lengthy repair order. Vehicle returned in a very understandable amount of time. Communication with the service department was good, both via text and phone calls. They answer their phones folks. Thank you!Older truck, so now a different service repair needed. Courteous staff just like previous visit, figured out the problem, explained the repair and did a great job getting me back behind the wheel again. Mechanic provided detailed description of potential damage if I didn t do the repair when I did. Another 5-Star review, but it wouldn t let me submit again, so this edit is to add the 2nd visit.

  Amman Bhatti
3 months ago
Today, I visited the service center to collect my vehicle after paying a $175 diagnostic fee for new wheel hubs. Upon retrieving my car, it failed to start despite having a perfectly functional battery, which never gave me any trouble before. Additionally, a new check engine light appeared on the dashboard, a problem that didn't exist prior to my visit. Despite the mechanic's attempt to jump-start the car, it started but died shortly afterward. This entire ordeal was time-consuming and a complete waste of my time. While my service advisor, Art, was helpful in attempting to resolve the issue, the manager, Mike O'Neil, was uncooperative. He unjustly placed the blame on me, stating it was my fault for the check engine light and the dead battery. I made it clear that I had never encountered these problems before, and it was evident that the shop's actions drained my battery and caused the sudden appearance of the check engine light. I have written proof of the services I requested and the work that was meant to be done. However, I'm now left with a dead battery and a check engine light, all thanks to Koons Ford of Falls Church and Mike O'Neil's disregard for taking responsibility. I strongly advise against patronizing this establishment due to their negligent handling of the situation and the lack of accountability from the management. This experience has been thoroughly disappointing, and I would not recommend Koons Ford of Falls Church to anyone!