Koons Sterling Ford Service Center

"Horrible!!!! I took my car to this Koons for the first time and will NEVER go back. I brought my 2022 Mach-e to be checked for brakes and the mirror wasn’t moving from the controls.I have 80k on my manufactures warranty they said I’d be charged $1322.00 to repair the mirror. After 4 days they couldn’t fix my mirror left it disassembled.Told me I could drive with no mirror, the technician couldn’t put the mirror back together. They left my car in the open Bay Area near the charger UNSECURED , UNLOCKED with key on he dashboard for 3 days until I came and moved my car with the assistance of a salesman who was nonchalant and seemed irritated that I bothered him and complained my car keys was on the dashboard. I finally had my car towed to be repaired with no help from this place. They never answer the phones and of no help. I called Pete, Mike Daily and several others to resolve this issue never called me at all. DO NOT GO to this place, WARNED YOU!!! I saw a bunch of lazy men sitting around doing absolutely NOTHING Jerks!!!! The only one assisted me was Greg Sibble, excellent guy."

"Very professional and organized. My truck was clean and ready to go. Would highly recommend Koons Ford ."

"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."

"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!!"