Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This regards an incident at the Koons Ford Annapolis Service Center. We purchased our vehicle from and have had all recalls and repairs performed by this dealership. Maintenance such as oil changes and tire rotations have also been performed by this dealership. No repairs have been issued to any other repair facility. The vehicle was affected by the rear toe link recall and went in for remediation on March 6th. No other issues existed or requested for repair. A few weeks after the recall remediation, I noticed spots on the pavement where this vehicle is parked. I discovered a yellow/green liquid dripping from a hose near the radiator and AC compressor. Pictures are attached. In addition to the leak, there are notable marks on the metal section of the hose which seems to be the origin of the leak. The marks resembles damage by scraping or wedging something against it. An appointment was scheduled for April 20th to investigate the leak. Upon arrival, the service advisor looked at the photos and immediately responded that it looked like dye was put into the system. No other facility had worked on the vehicle nor was a complaint about AC performance ever raised. They confirmed the hose was leaking DYE and provided a $950 estimate to repair. I declined the work based on the suspicious appearance of dye and the cost. THIS IS THE BASIS FOR MY COMPLAINT. Unauthorized work and/or tampering to the vehicle has occurred. I reached out to the service manager, Mosby, and he could not explain how or why the refrigerant dye was in the system. It is without doubt that a technician placed dye in the refrigerant because 1) An accidental event occurred which damaged the line OR 2) intentional damage was induced to gain business. No reference of AC refrigerant inspection or dye injection was verbally communicated or written on the service ticket. A third party auto repair facility confirmed it is indeed refrigerant dye and that the hose was damaged.

  Business Response

  Date: 05/17/2023

  Mr. ******** states " No repairs have been issued to any other repair facility" but the fact is prior to us performing the toe link recall on 3/7/23 at 71,688 miles we had not done any repairs since 9/13/21 at 52,783 miles. Clearly they have been servicing the vehicle someplace else. The recall we performed was a suspension recall which would not involve any repair under the hood. We did not damage Mr. ********'s vehicle nor did we sabotage their vehicle. We are not responsible for or are we the cause of the leak in their A/C system.

  Sincerely,

  Michael M*****

  Director of Fixed Operations

  Koons Ford of Annapolis

• Initial Complaint

  Date:06/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 Ford Bronco. I only received one key and should have received 2 keys. I then called back to the establishment and no response. I then went back to the dealership and spoke to Mr R J****** who is the sales manager there who told me he would pay for a key and have it programmed. This was 16 May 2022. The Ford Dealership where I am has tried to reach him multiple times with no response. I have an email trail where the gentleman who facilitated the sale verified the conversation and stated they key and programming would be paid for. I have emailed them several times and no response. I want my key and programming of the key paid for as we agreed upon.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 10, 2022/06/10) */ To who this may concern, A 2nd key was provided to the customer at time of delivery, however the customer lost the key shortly after. As a courtesy to Ms. ******* we then paid for an additional key. This matter has been resolved and a copy of our Work Order along with our PO has been attached. Tedd B***** General Sales Manager Koons Ford Lincoln of Annapolis Consumer Response /* (3000, 12, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see the attached email. Annapolis ford states it's been paid which is false. The email is from the Ford dealer confirming payment has not been made. The manager is telling them how to proceed with payment but they deliberately are not following instruction Business Response /* (1000, 19, 2022/06/30) */ There was an initial delay processing payment to the other dealership as they would not bill our dealership for the 2nd key. In turn a check was cut from our Accounting Department and mailed out to complete the transaction.