Koons Sterling Ford Service Center

Reviews

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

  Allison Vogel
a week ago
Mike was very helpful and efficient. I was able to bring my vehicle in, have the parts ordered, and have it fixed quickly and under warranty. Great communication so I always knew what to expect. I will be happy to bring my car here for all future needs!

  Dave
a week ago
Mike Daley is the man. I lucked out having him as my Service Advisor. He is friendly, knowledgeable, easy to work with and just an all-around good guy. This was just warranty work, but it was done quickly and properly. I am very glad I found a local dealership to service my Explorer ST!

  Sara Cloud
4 weeks ago
I had to stand and wait about 2 minutes before anyone acknowledged me in the service area. It s obvious they treat women differently like we don t know anything. I waited 3 hours for my explorer to be fixed. Recall and a check engine light. Part for check engine was reasonably priced but labor cost was outrageous. Was told my car would be washed but wasn t. Really disappointed with this dealership. Customer waiting area needs to upgraded. Won t be coming back here

  Brad Darrow
a month ago
My salesman was Claude and he gets 5 stars! His manager on the other hand gets 1 star at best. I was buying from out of town and Claude made all the difference. He even picked me up at the airport after hours on a Saturday. I spoke to his manager once during the process and I almost decided against the truck due to his attitude. He even said " I have the truck out want or else you wouldn't be talking to me". The price was right for the truck and there was several identical ones across the US and I was willing and able to ship or fly to any of them.I went with this one completely because of Claude. Then after I started driving home, I noticed a cut in the middle of the passenger seat cushion. Looks like a pocket knife went straight into the leather. I called Claude and sent him pictures of the cut including their own picture that you can see there was something not right. He talked to his manager and he said that since I was out of town there was nothing he was going to do about it. I offered to install a new seat cover myself and got no response.I really feel like I was taken across as an out of town buyer. I would actually drop my review down to 2 starts, but again, Claude was awesome and he doesn't deserve to be put down on this sale.

  Mr Edwards
4 months ago
I live in Maryland about 1hr 15min drive. I scheduled a service appointment for Friday 24 Nov at 12:15pm. I showed up at 12:05pm and was met by a worker (not the inside service consultants) I m assuming he is the greeter. He asked if I had an appointment I said yes he took my key and told me to go inside to talk with service consultant. I walked into service area and stood around as service consultants walked by me not asking if I needed help or not. After about 7 minutes, the greeter from outside came in and asked a service consultant will he be assisting this customer. He said yes give me a minute. So I stood at Mike s station until he was available. He documented my issue and asked will I be leaving my vehicle. I said I would like to get a rental car. I was told we are transition and can t give out any cars until the January . I assumed transition meant they are getting new cars, never got real meaning. So he said we offer a shuttle bus, I asked do they go to Maryland and he said no. So I had to call and get someone to pick me up. So before I left I asked will I get a call/text to give me status my vehicle and cost estimate, he stated yes. So my ride didn t show until 2:15pm. When I left at 2:15pm my vehicle had not moved from the service bay from when I parked it at 12:05pm. So at 4:31pm and 5:33pm, I sent a text to service consultant asking for status update. NO Response. Then I called service department at 6:04pm, NO Answer So Saturday, 25 Nov 2023, morning, I called Service department at 8:25am, NO answer. I sent a text indicating that I haven t heard a response yet on the status of my vehicle please provide a status . I called service department again around 8:42am this time a service consultant answered and said he talked with another consultant (while I was on hold) and said my vehicle was in garage and they should give me a status later. So finally at 10:51am on Saturday morning, I get my first status update of my vehicle. After a back and forth messaging, I was told vehicle will be ready close to 2pm. This was my first service experience with this dealership. I bought my truck from your dealership and had a great buying experience and thought the service would be the same. Needless to say I was Disappointed!!!! You may ask why didn t I go to a ford dealership near my home, I tried to get an appointment near my home but they didn t have appointments available until late December. My spouse was thinking about buying a Maverick, but is reconsidering where to possibly purchase. There are several lessons to be had by your business with regard to my customer service experience.

  Crystal Logan
a month ago
The salesman was great but the service is bad. I had purchased an Audi and was notified that a part had to be ordered so I had to bring the car back. During the time of having the car I decided to swap the car for an SUV during the 7 days exchange. Now I have a Jaguar SUV beautiful vehicle test drove it had seen ok however on the way home I noticed the car started shaking as I was pressing on the brakes it had a burning smell and a squeaking noise. I had called the service department and brought the car in to get it looked at. During time of the service I was told by the service guy that there was nothing wrong with the car, the brakes are fine and the rotors. So I decided to bring it to the Jaguar service department and was told that my rotors are rusted and that is what is causing the squeaking sound. There is also an oil leak that s causing the burning smell. The young lady from Jaguar had called Koons in Sterling to mention the issues and she was unable to speak to someone and had received a call back. I hate the fact no one from Koons service department didn't take the time to really look for the problem. Now I'm being forced to pay out of my pocket for something that should have been fixed before selling it to a customer. It has only been 4 days of having the vehicle and I'm not a happy customer!!!!

  Curtis Berger
4 days ago
My experience was going to be a one star review after the many issues that s plaguing the service department, but after dealing with Anthony the Service manager who was extremely professional and did everything he could to make the best out of a bad situation. I have total faith In Anthony to right the ship in the service department. Due to Anthony I can say my experience was a four star review.

  Suzie Manalang
a month ago
I would like to extend my sincerest gratitude to Mike Daley, the service manager, for his exceptional assistance in getting my car repaired promptly. His efficiency and professionalism were truly remarkable, ensuring that my vehicle was repairs were completed promptly. Thank you, Mike Daley, for providing such outstanding service.

  Karla Hardy
a week ago
On a prepaid oil change plan with the recent purchase of a used car from Koons, an oil change took 3.5 hours with an appointment. Asked for updates via the texting system and no response. Twice. I wound up taking my own keys off the service counter as no one told me my car was ready but I saw that it was done.

  Mary Ellen Foulkes
2 weeks ago
This was the worst experience I have ever had at Koons Sterling. The service person that was assigned to my car was MIA. He was very slow in responding to my texts or calls. I had to keep chasing after him for answers. My car was there for 3 days, which I had not planned for. I used the concierge service. Apparently, there is little to no communication between the service center and the concierge service because my appointment had to be changed several times. I don t think Koons should be advertising the concierge service until they figure out a way to use it efficiently. My car was returned on 3/28 (concierge service was very good). I am in need of a new key fob which was on order and supposed to be in the day after servicing was completed. The service person was supposed to contact me within a day or two. I have heard nothing and it has been over a week. I was very disappointed.

  Tim Meyer
a month ago
My F150's transmission failed just outside of warranty, so I needed a factory replacement with a Ford warranty and factory-trained service teechnicians doing the work. Mike at Koons was extremely responsive, he answered all of my questions and took great care of me & my truck. The bill was exactly as discussed despite some curveballs, and my car now drives like it did when brand new.If you want it done right the first time for a fair predictable price, this is the place to go. Honesty and dependable.

  Peb Br
a month ago
The service department at Koons Ford in Sterling is amazing. Quick, easy, carefree experience. My recall was done even sooner than I expected. Mike Daley was awesome!!! Will definitely be back. Thanks Mike :)

  Sandy Holland
a month ago
I had to order my vehicle to get exactly what I wanted. Ford kept me posted via email on the progress of the car. It took 4 months to build it. I appreciated knowing what phase the car was at. Sterling Ford called me once it arrived at the dealership. I am thrilled to have it!!

  Danny Pugh
a month ago
Koons Ford was able to repair my rear window lift gate hinges very quickly after they were damaged. Mike Daley was very communicative throughout the entire process. I highly recommend working with him as your service advisor.

  Carlos R Gonz�lez
a week ago
Sam It's a great salesman. I got a really good experience dealing with him. He is a young man. With a lot of experience, he's very kind. I'm very happy that I deal with him.

  Danifer Pimentel
3 weeks ago
I scheduled a pick up/drop off since my car was due for a services and oil change. They showed up on time, and the only text I received said that I can get updates through this number. Drop off time was between 3-5 pm at least that is what the girl who schedule the appt said. But when I txt the number and waited for almost 2hrs to hear from them, I ended calling over and over till someone picked up. My cars was at the dealer for about 8hrs and they didn t bother to check in with me after I told them I don t want to proceed with their suggestion today. On top of them bringing my car back after 5:30 pm they drop it off at my old address, and my husband had to go and pick me up from my job. Even before all this happened, the technician, Brian, sounded very rude and condescending when I ask when I m a getting my car back. I paid over $120 for an oil change, and just about $85 were from labor. This reminded me why I have not gone to them for my services in the last 2 years. Grateful that I have a car. Sad that I have to deal with this company, and this kind of service.

  Johnny Lang
3 weeks ago
Nathan Ayoub was extremely helpful guiding me through my Service appointment. The level of professionalism and dedication showed throughout my visit. I d recommend Koons Sterling Ailey on my positive experience with this Service Technician. Bravo Koons Ford!

  T Bryant
3 weeks ago
The service guys are helpful, Mike is my favorite! Nathan was new to me and was helpful and communicated well. The repair took longer than expected and I did ask for a wash, hence the 4 stars.

  K&M Hair Lounge
a week ago
Hampton was a great person. He was polite and kind to talking. I bring my car since 2016 and never seen a person like Hampton. Thank you so much for helping Hampton.

  Mark Weinstock
2 months ago
I had bought my car at another local Ford dealer but Koons is much closer to me. I had gone in about a week after buying the car and a salesperson actually walked me through a bunch of things related to my car that the other dealer neglected to tell me. He knew there was no sale to be made, but he still took the time to help me out.I recently took my car in for the first scheduled maintenance. It was quick professional, and reasonably priced. I was pleasantly surprised by the entire experience.Given the limited service required for my EV, I will likely keep going to Koons.

  Bill Campbell
2 months ago
Very professional and organized. My truck was clean and ready to go. Would highly recommend Koons Ford.

  Reda A
3 months ago
My experience with the service department phone line was terrible . The staff member (man child) I interacted with displayed no courtesy or respect. He didn't even bother to greet me back, and responded to my query in a tired & uninterested tone. Maybe he didn t like my accent ? When I shared my concern, he carelessly transferred me to a line that never picked up, and when I called again, his behavior was just as atrocious. This kind of treatment is unacceptable and I expect a higher standard of customer service from FORD!!After being transferred again without assistance, I called back and another man child (Shawn) answered. I heard someone in the background making fun of me, and Shawn and the other person started laughing. I asked what was funny and pointed out the unprofessional behavior. Shawn refused to provide the name of the other staff member and was also rude and condescending. As a Ford owner, I feel belittled & bullied by these individuals and have decided to return my vehicle to a Toyota dealership (5day warranty) due to this poor experience. A complete turn off !!I plan to email corporate about this incident, though I doubt it will make a difference, to expose the disgusting behaviors of the staff representing Ford. This behavior is disheartening and reflects poorly on the state of customer service in the United States of America.

  MarkGTR
3 weeks ago
Great service! Took my car in for service today and was very happy with the service and the the staff. Thomas was great as he kept me updated on the timeline. I also took the time to check out the collection of Mustangs on the lot! They were amazing!!

  Ramiz Saei
a week ago
Mike Daley is my advisor, I trust his judgement & guidance. I trust Koons sterling too, I buy and setvice my cars here since 2016. I recommend Koons to all car owner.Services: Tire rotations, Vehicle Inspection, Vehicle safety inspection, Oil changeServices: Tire rotations, Vehicle Inspection, Vehicle safety inspection, Oil change

  Don-Rocky Ng
2 months ago
Service specialist Mike Daley is very reliable, professional, courteous and knowledgeable. He kept me in the loop on the repair of my 2022 ford expedition, and took care of the repairs like it's his own vehicle. Mike, keep doing what doing you'll make more customers happy like me.

  William Gendron
a month ago
I purchased a car from out of state. The dealership was easy to work with over the phone and hosted a video tour of the vehicle. After agreeing on terms, they quickly arranged to deliver the car to me. It was overall a professional experience.

  Dan Hall
2 months ago
Terrible communications. You receive a text from your service rep stating this will be how status is communicated. I texted my rep 4 times over 3 days asking for a status and never received a single update beyond the initial welcome. I had a 100K service check performed. My rep said he would call to go over recommendations from the mechanic's many point initial inspection. That didn't happen. I called the service department 3 times asking for my rep to call me back. He never did. All I wanted to know was how long were they anticipating the job would take so I can coordinate work transportationCrickets. On the 3rd day, I finally called and my rep was there. I told him he was a hard man to reach and he said sorry it's been busy. Sorry Koons but if you want me to pay premium service fees at a dealer, you better provide me premium customer service. Taking my business to Ford in Leesburg.

  Sandi Dettra
3 months ago
I have loved Sterling Ford service until the new ownership. The lack of communication between service advisors is totally unacceptable! I never get a call my car is done or what needs attention! This is ridiculous! This is the 3rd time I ve tried to track them down to find out if my car is completed, and I ve called 8 times without an answer on the line! What has happened to the previous amazing service! Might be time to drive to Chantilly! !

  Tim Junkins
a month ago
Problem with AC related to the day I bought the car. The problem was allegedly fixed, but showed up about a year later. A deductible that seemed high plus a scheduling error that made me take multiple times off of work. Showed up for one appointment (I m not local) and was told the part wasn t in yet despite me having a firm appointment. Cashier couldn t breakdown my pre deductible costs either. Work got done but missed way too much work and I suspect they didn t actually fix the problem a year ago and just did a temporary fix.

  Donald Tiaga
2 months ago
Koons Ford is the place to go to for all your Ford sales and service. I have purchased 6 vehicles there and have always been satisfied. Mike Daley is on of the best services managers I have ever worked with. Koons is honest and super on getting service accomplished. Thanks Don