Koons Silver Spring Ford

Reviews 3

NA

Nader Elguindi

Typical childish sales tactics that do little more than waste time. We did our research online and Koons had the Mazda3 in the color we wanted (Deep Crystal Blue) along with our must have Premium and i-Activesense packages. Even after scheduling the appointment 4 days in advance and getting verbal confirmation from the manager the day before the car would be ready, we were handed off to a sales associate after we arrived for our 3pm Saturday appointment who indicated the car was in accident on the lot earlier in the week. The fact they lied about the car being ready the day before should have been an indicator for how our day was going to go. But since we drove one hour for this car, we decided to stick around to make the best of our time. Both John (sales associate) and Omid (sales manager) claimed there was an exact car match in Tysons and offered us to test drive similar cars until it arrived. After an hour of test driving other vehicles we did not want, we asked about the status of the model we came for only to learn it was still on its way. We moved on to discussions about our trade in, which they priced $4,000 less than the Edmunds appraisal of $15,205 on their own website. Fortunately, we had taken the vehicle to CarMax earlier in the week and received a written purchase estimate of $14,500 for it. Highly recommend you do same if you have a trade in! The manager, Omid, overheard my comment so jumped in with an offer to match the CarMax estimate. More games, but by now we had been at the dealer two hours so asked about the car we wanted, again. John said he was waiting on us to confirm we are interested in buying it, so I asked what more he needs. He talked to the manager again and came back saying, “it’s on the way” which I thought it was already. Tysons is only 30-45 min from Koons Mazda in Slivers Spring, so we were not only perplexed but getting frustrated at this point. Next, we moved to discussing the sales price of the Mazda3 we wanted. They offered a “loyalty” discount of $2,000 which I presume was really because they wanted to move 2017 inventory before the new models arrive in September, especially since this was our first sale with Koons. Having served in the Navy for over 5 years, I also asked about the $500 Veterans discount on the Koons website. John has to talk to the manager, again, then came back only to share that I did not serve “recently” enough. A true shame to our country of Vets, so please do your research on Koons first. After 3 hours at the dealer and the car we wanted still nowhere in sight, my wife and I decided to go grab dinner nearby then come back. Finally, shortly before 7pm (mind you, our appointment was at 3pm!) the car had arrived but was in the back being cleaned. A sympathetic finance manager came by and said he would go look himself confirming it was the car we were waiting on. About 20 minutes later, the car was pulled up front and were given the first opportunity to inspect and drive it. The final straw for me was the irony that the Koons folks removed the VA inspection sticker while cleaning it. This car was brought from the dealer in Tysons VA and we live in Arlington VA but were buying the car in Silver Springs MD. I guess our sales associate did not tell the cleaning guys that we were registering the car in VA so they removed the sticker, probably standard for sales in Maryland. Whatever, insult to injury. Mazda could do itself a huge favor and let loyal repeat users buy direct instead of wasting so much time and energy working with incompetent car dealers and salespeople.

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Gregory Lee

Personable, respectful, and loyal. I bought a Mazda at Koons 4 months ago. It was the first car I ever bought from a dealer. The experience was decent enough. My salesman was very personable and informative. But most dealers will be nice when you are about to buy a car. The main reason I will be returning to Koons was their post purchase behavior. The car was making a weird knocking sound, so I took it to the shop. There was another Mazda dealer closer to my house, so I took it there first. I had a terrible experience. They took my car for two days with subpar shuttle service, charged me $135 for a diagnostic fee, could not give a confident diagnosis of the problem, and then told me a $1200 "repair" (basically replace everything in the area) was not covered under my certified pre owned warranty. When I brought up my warranty, the assistant service manager played dumb and was very resistant to helping me figure anything out about warranted repairs. So I went to Koons Mazda, where I got the car in the first place (lesson learned). Though I had a bit of trouble getting in touch with my salesperson, visiting in person jump started what was a very positive experience. I went to the sales manager and told him what happened. I said I wanted the sales team to make it clear to the service department that we werent playing any games. The thing that I really liked was he immediately found my salesman and brought him over - no waiting around. The salesman and I walked over to the service center together. In a refreshing twist, the service center representative was one of the best customer servicemen Ive ever interacted with. The rep made me feel like everything was going to be fine without any inconvenience. He hooked me up with a rental and explained the loaner process to me so clearly that I didnt even have to think twice. He also made me feel like they were actually going to use my warranty, not do everything they could to make me pay out of pocket. Within 18 hours of that interaction (he apologized for how long it took), the service rep called me and told me every penny of the interaction was covered under warranty and my car would be ready in 45 minutes. When I picked up the car, he took the time to explain that the repair was written up in a technical service bulletin, which is essentially an announcement that the vehicle manufacturer acknowledges a necessary repair in a car. He said this repair should be quickly recognized and absolutely covered under warranty. He even encouraged me in the process of getting my diagnostic fee back from the other dealer. Simply put, Koons backs their customers with outstandingly loyalty. Thats the kind of place where you want to buy a car.

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Tiffany Gates

SILVER SPRING KOONS service team fixed a complex problem with my husbands Ford F150/FX4 Platinum truck in minimum time! Thanks to SILVER SPRING KOONS service team, the drivers multi-contour seat (massage seat) in our truck no longer randomly turns on by itself. My husband purchased this brand new truck a little over a year ago. Since he had the truck the drivers multi-contour seat would randomly turn on up to seven times a day. Each time this happened, the touch screen display would change to the multi-contour seat screen. This was a huge distraction and a potential safety issue, especially when the navigation was enabled. Over the pass year our truck was serviced by Annapolis Koons Ford and the regional engineer 5+ times for this issue, but they were unable to fix it. Based on our negative experience with Annapolis Koons Ford we will not return to their dealership. In addition, Michael Alesandrini (General Manager, Annapolis Koons Ford) informed us in an email that we shouldnt have brought our truck to be serviced at his store. Mr. Alesandrini also wrote we should return to the dealership where we bought the truck. My husband and I were surprised by his unprofessional response. Later, we contacted Ford headquarters several times, but they didnt have a tech solution either. We were told there was nothing that they could do to fix the problem. My husband and I couldnt believe that Ford didnt have a fix action for this problem. Our next logical step was to submit a Lemon Law letter for this matter. In the meanwhile, my husband and I decided to have SILVER SPRING KOONS troubleshoot this challenging problem for the first time. The SILVER SPRING KOONS service team worked on the problem for about a week. They completely fixed the problem! Today my husband and I are very happy to report that it has been 55 days since they serviced our truck and we havent had a repeat of the problem! The people that work at SILVER SPRING KOONS are true professionals and experts in their field. It is very clear to us that SILVER SPRING KOONS is focused on providing quality customer service. We understand why they are #1 in the region for the last 50 years. THANK YOU SILVER SPRING KOONS!!!

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