Koons Woodbridge Ford Service Center

I purchased a truck from Koons for $30,000 and they wanted to bill me for a second ignition key. This was the start of a very bad experience. I had the truck in for some recall work, which went as well as you might expect. I was experiencing some issues with the truck and brought it in for repairs. This proved to be one of the worst experiences I have ever had with a dealership. After leaving my truck with them for nearly 2 weeks I hadn't received any contact from them. I stopped into the dealership to learn of the status. They were confused and didn't seem to know anything. Requested to speak directly with the mechanic which at least brought both of us to the same level of understanding as to the problems I was encountering. After going out of town for a week I returned only to find nothing had been done to me truck. I returned to the dealership every day to inquire with the Service Advisor as to the status of my truck. The Service Advisor failed to contact me to provide me with

The overall experience was great. I didn’t feel pressured into buying anything. The salesman Brian knew the answer to all my questions and was very helpful. Finance went quickly and painless. I got an amazing deal.

I had stopped using this dealership for servicing my Ford vehicles due to decline in customer service. And returning years later, I see that they have since revamped and possibly are under new ownership. Initially, there was a delay in service and communication. However, after I communicated my dissatisfaction and concerns about repetition of past poor service to my service advisor Aimee Dipugh she was very attentive and worked to restore my expectations regarding the service delivery. She kept me informed and worked to give me guidance and reasonable expectations. I felt appreciated and heard. I noticed that the entire service team supported each other, and also made consistent effort with customers. This was a reinforcement of value and caring– – the qualities that I had since given up on ever seeing again from this dealership. My faith is restored, and I have made future service appointments without concern that I am being ill advised. Great experience. Lol, now I no longer have to