Koons of Falls Church Ford

I bought a vehicle from this dealership in 2021 and purchased Gap coverage as well. Unfortunately, my car was totaled in 9/2023. I am STILL waiting for this dealership to send over paperwork to Toyota Gap to finalize my claim. I have experienced poor communication and customer service! I will never do business with any Koons dealer again. Instead of contacting the Gap Company directly with the necessary documentation, the Finance Director, Ms. Mongold, has repeatedly emailed me with the info simply typed into the body of an email. This is after I requested they fax over the information directly. She stated that their fax machine wasn't working!!! It has been an absolute nightmare working with these people! I work for the military and have many friends in the DMV area and am telling everyone I know not to do business with these people. I know where I won't be shopping for my new vehicle once this Gap situation is finally taken care of! Koons has lost out on business.

Robert Ryan’s and team were outstanding! His professionalism and customer service attitude exceeded my expectations.

The General Manager "Ali Zaka" at this location provided the worst customer service I've ever experienced at a dealership in my life. He demanded I finance the vehicle through them or they wouldn't sell the car to me. Wouldn't take a deposit to hold it. And worst of all told me because I wasn't a Virginia resident that he "had no loyalty to me". He told me another customer was coming in later that day that was a Virginia resident and they had preference over me being out of state. My sales rep called 2 days later asking if I was still interested because they didn't sell the car to their "preferred customer". I will never do business with a Koons dealership in any state because of this.

The General Manager "Ali Zaka" at this location provided the worst customer service I've ever experienced at a dealership in my life. He demanded I finance the vehicle through them or they wouldn't sell the car to me. Wouldn't take a deposit to hold it. And worst of all told me because I wasn't a Virginia resident that he "had no loyalty to me". He told me another customer was coming in later that day that was a Virginia resident and they had preference over me being out of state. My sales rep called 2 days later asking if I was still interested because they didn't sell the car to their "preferred customer". I will never do business with a Koons dealership in any state because of this.

I would like to take the time to think Mike the service manager. He was truly amazing. He took the time to listen to me and took care of the situation without a problem at all once again, just wanna say thank you Mike.

Pouya is amazing, 5 stars. Great cars and selection availible, would recommend to everybody. convenient location, friendly staff. all around amazing dealership and team! Excellent

My experience at Koons Ford Falls Church was really great! All of the sales representatives very very professional and courteous. My sales associate Shuvo as well as my finance person Dean provided great customer service and were very detailed oriented. I would recommend Koons Ford Falls Church to other friends, family, and colleagues.

I found exactly the truck I wanted through auto trader and available through Koons in Falls Church, VA. We went back a forth a bunch of times even though I did not negotiate price, I accepted their offer. And I had a cashier’s check ready for the full amount. They still made me jump through many hoops. Then when I accepted the price and asked to move the paperwork through quickly as I really wanted the truck. They came back and said the price went up 5,000 in one day. I couldn’t understand that. After intense discussion they finally agreed to honor the first price. Then they said delivery was them driving the truck rather than hauling it. This would put 400 miles on my “new” truck. According to Kelly Blue Book, those 400 miles devalues the truck by 4,000 dollars, which I did not want. They quoted 530 to drive the truck and said a one day delivery. I offered 1000 to have it hauled. They said it would be 1300 to have it hauled and would take 5 days instead of the one day they originally quoted. I explained all this pain to them but Patrick, the manager, dug his heals in and would not budge on 300 dollars. This is a 75,000 dollar truck and he dug his heals in on 300 dollars. All of this after the pain they put me through. Hard to believe how bad they treated me

Not greeted immediately with 4 people behind the counter and on one in front of me.

My Sync system was starting to exhibit problems that I thought had been fixed for good earlier this Spring. Particularly the unrequested removal of my destination history. Jody, Buck and Rob were especially helpful diagnosing and fixing this issue. And in a timely manner that allowed me to attend my son's baseball game!