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:04/14/2025

  Type:Service or Repair 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 had service done and completed on 4-13-2023 which included a parts and labor warranty of 24 months with unlimited miles. I contacted the dealer from 3-27-25 and was told to bring my car in for warranty work for the exact same promo originally had, Upon arrival, a service writer looked over my receipt with the warranty and took it to the General Manager. When the service writer came back to me he stated, its out of warranty. I asked to speak with the ** whose name is ****** Koulatos, and he stated the same thing. I stated that if my car was worked on and completed on 4-13-25, it is still within the warranty period. He stated that they received my car on 3-28-25, and thats when the warranty dates starts. I explained that I was told to drop my car off and they would get to it as soon as possible. My car was fixed on 4-13-23. My service writers name was ******** C. ****** who had been terminating according to the **. The ** looked at my receipt again and stated, maybe we can work something out., maybe you pay half. He gave the number to ****************************** which is ************. I explained the situation to them and they advised me to take my car back to Koons for the service on 3-31-25. When I called regarding my vehicle on 4-8-25, I was advised that **** would not be honoring my warranty and I would have to pay ****** for the privilege of getting my car back. I paid the cost and contacted ************* one again. They stated the dealer is going by the date I dropped my care of, not the date of service and when my care was returned. My car sat at Koons Ford from 3-28-23 until 4-13-23. My warranty should start on the date the work was completed. In the mean time, I had to have another shop repair my car for the amount of ********. The same job Koons Ford was supposed to have completed previously. The showed me parts listed on Koons Ford receipt that they didnt even replace but was paid for in spite. I am requesting a refund in the amount of ********.

  Business Response

  Date: 04/18/2025

  The service performed on Mr. ******* vehicle fell outside of ****'s warranty guidelines.  We advised Mr. ***** to seek assistance from ******************, and we would do the same on his behalf.  Both claims were denied.

  Mr. ******* reimbursement claim should be against ****************** - not Koons Ford.  The request from Koons Ford is denied. 

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23197991
  
  I am rejecting this response because: 

  I talked directly with ****************** at the number hand written on the document attached several times. They claimed they called Koons Ford of Baltimore and stated that it was Koons Policy that the warranty would not be honored. When I spoke with the ** he stated he needed to get paid for Koons to honor the warranty. ****************** was very

  specific that it was the dealer that wasnt honoring the warranty as illustrated on my original uploaded documents was still in effect. I was also charged $179.00 to get my car back which hadnt even been diagnosed.
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 04/25/2025

  I was told by ****************** that it was the dealership policy of how car warranty for parts and service was handled at the number ************.

  Business Response

  Date: 04/29/2025

  We stand by our initial response. 

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising 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.

  On 2/15/25 I came to Koons Ford on security Blvd to see a car I had inquired about 3 days earlier. When I first arrived I was greeted and helped immediately. The sales rep *** ********** pulled the car to the front and we went on a test drive. Everything was perfect up until we started the finance process. I filled out the application and Hez presented me the purchase offer. When I looked at the offer the price of the car was $3000 higher than advertised online. When I mentioned that to Hez he pretended to be clueless as I pulled up the website to show him. After the webpage loaded the price on the sales offer magically matched the website. I then looked through the screenshots I had taken 3 days prior before I called to schedule this visit and they definitely showed the price of the car being 3k cheaper. After checking the price history on the vehicle the price was updated the morning of my appointment. That's very shady business to advertise one price online and then after someone shows interest in the vehicle they jack the price up. Also after submitting the finance application I immediately stated getting alerts from my credit monitoring apps. My credit was ran 5x in 10 min WITHOUT my knowledge. I was told it would be ran once. They never came back to me and asked did I want to check with another bank for different rates or anything. I also agreed to the first offer they presented to me so I'm not sure as to why the additional 4 inquiries were made. That killed the deal for me. I didn't like anything about the shady business practices of ******************************************************.

  Business Response

  Date: 02/27/2025

  We categorically deny these false allegations.  We do not raise prices on our vehicles, and that is not what happened.  

  Business Response

  Date: 03/04/2025

  The screenshot shows credit bureau inquiries.  There is zero evidence of the false allegation that our store raised the price $3,000

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Hello,Im writing with a formal complaint about the negative experience Im having as a customer of **********************- parent company, ****** Automotive Group. -On 11/16/24, I went into the Koons Ford of Baltimore and purchased a new 2024 **** Bronco Sport. One initial issue was that the dealership told me theyd buy back my previous vehicle, a 2014 **** Focus. However, the title was in my Dads name and hes out-of-state, so I ended up picking that old vehicle up. (The process to pick-up the vehicle was a nightmare but that issue isnt the impetus of this complaint.)-Now, theres one a huge loose end to tie-up and thats getting my plates, as Im now illegally driving a vehicle with expired temporary tags. My contract/paperwork from the dealership states that they would take care of the titling and registration, and then send me the permanent plates to my home address in ******. -They havent sent me the plates and I called on 12/9/24, 12/14/24, and 12/16/24. I also sent numerous emails- receiving confirmation on 12/20 that yes, the plates would be sent to me. I also got a postcard in the mail saying the plates were ready however, I still havent received the plates, so I called again on 12/28/24- where the Sales Manager had no idea where the permanent plates were or how to get my new vehicle registered/titled legally from here. I dont feel confident in their ability to resolve the issue and I dont want to get a ticket for driving with expired ******* like to engage the assistance, if possible, of the BBB for help resolving this matter, because I simply cannot get a straight answer from anyone, from either company- the Koons dealership or its parent company, ******.Please let me know what further information is needed from me to facilitate your review. I truly appreciate any helpRespectfully-******* ******** ************

  Customer Answer

  Date: 01/02/2025

  Hello! Thank you for reaching out to the business on my behalf. I have very good news, I did receive the permanent license plates in the mail today. That said, I would like to start the process to cancel and redact this complaint. Please let me know what is needed from me to do so..

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair 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 have a **** escape 08 with transmission problems.I brought it to koons ford Woodlawn MD.They have my car for 6 weeks and still didn't fix my transmission. When I was asking how much to get my car out the gentleman told me 4260 Dollars ( wouldn't be fixed). I need help with this **** don't offer me a Loaner or Rental. They need more time this what I get as an answer.

  Business Response

  Date: 01/15/2025

  It is my understanding that our sales department purchased the vehicle from Mr. ************

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22714731
  
  I am rejecting this response because:Hello,

  
  

  This ****** Kraus  here the update .

  
  

  I was buying a new car from Koons Ford because I needed transportation ASAP.

  
  

  **** took my **** Escape 08 as a down-payment. 

  
  

  They also added  3000 Dollars to my new Car loan for  the Bill I had In the ******************* They never fixed my car or better couldn't fix it ) The 3000 was for there work on my car they never fixed.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/17/2024

  Type:Product 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.

  Bought 8/25/23, paying around 25k (I think) for the vehicle. It is a lemon. All well before a year of owning the van, it had: cylinder misfire fixed, whole new engine replaced, new radio system, new Cadillac converter, new alternator and battery. The battery doesn't bother me since thats normal wear and tear. But all these other issues within 6 months of purchasing, and still having issues is not okay. It's still having issues stalling out & acting like it's not getting gas, but the techs can't figure out what's causing it. The salesman wished a happy one yr, I responded telling him it's a lemon & it's been nothing but problems. He asked if I'd be willing to come down & try to get out of it. I was under the impression that they were trying to make this right, & told him the day my husband & I went to test drive a '22, that if they're trying to make this right, they'd work with us to do so. I felt they should pay off or come close to doing so. I never got proper communication with him. I wound up dealing with another salesman & a manager contacted me. I explained everything and was never given an answer as to what they're trying to give us for the van we purchased last year. We went with them because of their great ratings/reviews but have yet to experience that. It's extremely disappointing, and I'm stuck with a lemon that is suppose to be reliable, when I have 4 small children to transport around. I'm not at all satisfied with the vehicle or the customer service.

  Business Response

  Date: 11/23/2024

  I am sorry to hear that the vehicle hasn't performed to expectations.  The guest is certainly welcome come in and we will do all we can to trade it for a different vehicle, pending lender approval.

  In the interim, the vehicle is covered by a premium warranty up to 91,683 miles or 8/25/26, whichever occurs first.  (****** shows an odometer reading of 79,355 as of 9/17/24).

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair 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.

  On 8/12/24, I went in for an oil change. They suggested also replacing the air filter, a four-wheel alignment, and a brake system flush. I did not notice anything wrong with my car when I drove it in, but I approved these options. Later, they said that they found a broken part that needed to be replaced, and it would take two days to order the part. When I asked to see the broken part, they refused to show me, saying it is not their policy. They acted standoffish when I pressed the issue, asking to see proof of the broken part, and I never saw proof. When I talked to the sales manager on 8/14, he said that it was not the policy to withhold a broken part when asked by the customer.Since my car would not be done 8/12, the clerk said he could get me a rental car if I gave him $100 with a credit card. I said I did not want a rental car, so he then offered me a rental car if I gave him $50 on a credit card. This also seemed fishy to me. I still said no to the rental, so after I pressed, he said he called an **** that never arrived. After a while, a shuttle came through and gave me a ride home. When leaving on 8/12, I paid the first balance of $128.16 for the oil change and air filter (Invoice C23487). When I returned two days later on 8/14 to pick up the car, I received two invoices, C23522 and E23522. E23522 is for a brake caliper replacement under warranty, with a $100 deductible to be paid by me. C23522 is for the alignment and brake system flush. The $100 deductible was transferred over and added onto my bill for C23522, totaling $435.24. I am not convinced that the brake caliper needed to be replaced in the first place and I think I was dishonestly charged an extra $100 for an unnecessary repair.

  Business Response

  Date: 11/23/2024

  I have carefully reviewed the complaint, and I can offer Ms. ******* either a $100 store credit towards her next service (the vehicle needs additional work that should be addressed) or I can have a check mailed out to her in the amount of $100. 

  Business Response

  Date: 11/25/2024

  I have carefully reviewed the complaint, and I can offer Ms. ******* either a $100 store credit towards her next service (the vehicle needs additional work that should be addressed) or I can have a check mailed out to her in the amount of $100. 

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair 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 took my 2016 **** transit 250 to that dealer because I was having some trouble getting the car started some times but still can started after two to three attempts They keep my car there for over 60 days and keep guessing to how to solve the issue for all that time Keep changing parts over and over still no issues to the problem After 2 months I went to ask to get the car back so I can try other dealers but they hold my car saying that I need to pay them $1,607.48 before I get it back because even they didnt fix it I still have to pay pay them for trying And I even end up having to tow it from their garage and pay $140 towing fees My car was driving to their garage and when getting it back it was towed from it Because they never fixed the issue and worst I couldnt even start it anymore And I did drive it to them now its not even starting so I got my car back more broken than it was before they touched it I want my money back Because they advised me to get a loan from their partner so I can get my car back

  Business Response

  Date: 11/23/2024

  ****** documents that this 2016 **** Transit was purchased by it's third owner in ******** on 7/8/2024, with ******* miles.  It was brought into our service department on 8/23/24 with ******* miles.  The vehicle has had 2 documented car accidents (per CarFax) and is in very poor condition.  It needs additional work that we did not cause.  

  Business Response

  Date: 11/25/2024

  CarFax documents that this 2016 **** Transit was purchased by it's third owner in ******** on 7/8/2024, with ******* miles.  It was brought into our service department on 8/23/24 with ******* miles.  The vehicle has had 2 documented car accidents (per CarFax) and is in very poor condition.  It needs additional work that we did not cause.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair 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.

  We've had issues with our AC system in a 2019 Ford Expedition since the middle of 2023. We purchased the vehicle used from this dealership in 03/23. The first time we had issues I took to a local auto repair shop. They evacuated refrigerant 0.221kg vacuum leak tested, passed test, added dye charged system to 1.105kg, examined system for leaks. We picked the car up on 7/7/23. When the car started to blow hot air after it had been charged the first time, I took it back to Koons. This was 5 weeks later. We were told the schrader valve needed to be replaced. The refrigerant was again filled and we were told this should fix the issue. 5 weeks later the car started to blow hot air again. We are now into 08/23. We were told no additional leak had been detected, but they would again fill the refrigerant and add a dye to try and determine where the leak could be now. Fast forward 5-6 weeks... the car is blowing hot air again. We took the car back to Koons and they were not able to determine the leak. At this point I don't even know if they're putting the dye in, but the refrigerant was filled. We picked it up for the final time in 2023 on 9/14/23. No issues throughout fall/winter, no A/C used. We worked exclusively with Nick Austin throughout 23. The AC stopped working as soon as it warmed up in 2024. The first advisor we worked with was Prema Buschmann (4/19/24). She essentially told me that because it is under warranty, Ford is fine with doing this every 5-6 weeks. The only way to escalate is if we had a problem within a 30 day window. From this point on I only worked with Jay S******. I brought the car back within that window and they said nothing was wrong. Within 1 week, blowing hot air. We brought it back and they filled the refrigerant & added dye again. They have had the car from 4/18-4/19, 5/30-31, 6/10-6/11, 6/13-present (6/26), and just told me they can't fix it & need to fill refrigerant/add dye. To say I feel taken advantage of would be an understatement.

  Business Response

  Date: 06/27/2024

  I will get with my service manager and review the complaint.  I will respond as soon as I am able to.  

  Business Response

  Date: 06/28/2024

  Our service director Andrew K**** will reach out to Mr. ****** to resolve the issue.  We've looked in to the matter and have order a system that will help our technicians track down the a/c issue.  

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have not heard from anyone at the dealer since Wednesday, 6/26, when they informed me of the plan to fill refrigerant again, add dye, and have me drive vehicle until hot air is blowing out. No phone call received from Andrew K****.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/02/2024

  My apologies for the delay.  I will call Mr. K**** right away. 

• Initial Complaint

  Date:05/24/2024

  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.

  There are two bolts missing and also there is fluid leaking from the area on both sides. There is also a broken clamp.Bolt is broken.02 Sensor is reading a rich condition. There is a code reading for the turbo charger that I paid for to be replaced.

  Business Response

  Date: 05/24/2024

  I will review Ms. ***** concerns with our service manager and will get back to her this Tuesday, May 28, 2024.

  Business Response

  Date: 05/28/2024

  I asked our service director Mr. ******* ***** to look into Ms. ***** complaint, and this was his response:

  ******, 

  
  
  I've attached a copy of Ms. ***** invoice. The only repair we performed was  a plastic air tube to the throttle body that is on the top side of the engine. We recommended multiple other repair which the customer declined including Exhaust components that are deteriorated and making noise. All the picture the customer submitted were of the exhaust and those are thing we recommend and the customer declined. 
  
  
  Russell  

• Initial Complaint

  Date:05/20/2024

  Type:Product 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 my 2015 **** explorer from koons ford of baltimore back in February 2024. The first day i had my **** explorer it was flooded due to the sunroof being clogged which cause the car to flood. The head liner of the car was soaked along with the floor mats. i taken the car back for repairs and they failed to dry the carpet in the **** explorer which caused severe health issues for my son due to excessive mildew. i tried my best to dry the carpet but to No success due to the fact it was winter time. my second issue was the wiper switch went up on the car so once again i had to take my car back for service. My third issue is o need brakes all the way around with rotors on a car i had for almost 3 months. Here is a list of people i have spoken with 1Dennis koulatsos **** **** **** ****** **** ******** *** ****** ***** ****** ***** **** *** ****** **** romsbus ***** ****** I have spoken to the general manager and also email ****** ********* about all of these issues and he stop responding to phone calls and emails.

  Business Response

  Date: 05/24/2024

  I've covered Ms. ******** deductible of $500 and I've also contributed $500 for new brakes, 3 months after the sale.  

  Customer Answer

  Date: 05/29/2024

   
  Complaint: ********
  
  Good evening my name is ******* ****** and my complaint number is : ********. I am responding to **** **** of Baltimore response. when my brakes was grinding and squeaking back in February ***** told me it was due to the cold weather and the brakes have to heat up and i believe him then i came back the First week of march and **** said well it passed maryland state inspection and it not my problem. Yes i had my car for 3 months and i am in need of brakes in the front and rear along with rotors in the front in rear. how is that possible when the car supposed to be maryland state inspected. the rotors was rusted completely out along with the brakes. if ***** or **** would have took me seriously this would have been covered under my 30 day warranty but no the brushed me off the same way the did with the air conditioner and the mildew in my car which cause health issues with my son. yes Mr. ****** offered to pay half of the repairs for the brakes and rotors but that is not fair when i brought these issues to every manager at Koons ford and everyone dismissed me because i am a women.  The total for the brakes in rotors was a little over 900 dollars and mr. ****** offed to pay half which means i have to come out of pocket almost 500 dollars for my portion. which if this was addressed during the warranty period i would not have to pay anything.  the same thing goes for my air conditioner i spoke with *** , ***** ****, ****, ***** ****** *** every single manager at koons about the air conditioner running hot. now i have to use my car warranty to cover the dealership repair. i appreciate mr. ****** for covering the deductible but these issues should have been addressed before the car was put up for sale. the same thing applies to the mildew in the car from the sunroof flooding the car and that issue was just addressed 2 and a half weeks ago and i dont even know if my car is safe to be in because mildew cause mold if not treated properly.
  
  ******* ******

  Business Response

  Date: 05/29/2024

  We've gone above and beyond for Ms. *******************

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21712457
  
  I am rejecting this response because:

  
  My response to **** **** of Baltimore is they are not going to admit fault in the way they handle my concerns and complaints. i am stuck between a rock and a hard place.
  Thank you
  ******* ******