Koons Ford of Baltimore

Michelle was a pleasure to work with and really took good care of me. It was a pleasant experience.

I would not recommend Koons Ford Baltimore, and I would ESPECIALLY caution anyone considering purchasing an extended warranty through this dealership. I purchased a vehicle from them in June 2024 and also purchased a warranty. Before buying it, I specifically asked the finance manager whether I could use the warranty at my local Koons Ford dealership. I was told that I could use it at any Koons dealer and that I could cancel it at any time and receive the applicable refund. That turned out to be extremely misleading. When I later tried to use the warranty at my local Koons Ford, I was told they did not honor it and that I would have to go back through Koons Ford Baltimore. Trying to cancel the warranty was even worse. It was nearly impossible to get anyone to help me. Calls would go unanswered, I would be transferred and disconnected, or transferred to employees who never picked up. At one point, I finally reached a sales manager who told me he would personally stand at a finance manager’s desk until someone called me back. That call never came. I eventually had to contact Ford Corporate just to get someone at the dealership to respond. After that, I was able to reach Finance Manager Joshua Townes. He told me the warranty had been canceled, and I followed up with multiple emails to make sure it was actually done. Ford Corporate had told me it could take up to 14 days to receive my refund. Two weeks passed with no refund. I contacted Joshua again, and after checking on it, he then told me it would take another 1–2 weeks. Based on that timeline, I was left questioning whether the cancellation had actually been processed when I was originally told it was. I was then told Deborah McLeary was handling the warranty cancellation. I called and emailed her and received no response, even after leaving a message. I finally heard from her only after Joshua copied her on an email. When Deborah provided the amount of my refund, it was significantly lower than I expected. I asked for an itemized calculation of the refund, and after reviewing it, we discovered that I was actually owed more money than the amount I had originally been given. That alone is extremely concerning. If I had not questioned the amount and asked for the calculation, I have no idea whether the error would have been corrected. The entire experience—from how the warranty was represented when it was sold to me, to the difficulty using it, to the incredible amount of effort required just to cancel it and receive the correct refund—has completely destroyed my trust in this dealership. I would never purchase another vehicle from Koons Ford Baltimore. If you do decide to buy a vehicle here, I strongly recommend being extremely cautious about any warranty or additional products sold through the finance department. Get every representation in writing, understand exactly where the warranty can be used, and independently verify any refund calculation you are given.

I would not recommend Koons Ford Baltimore, and I would ESPECIALLY caution anyone considering purchasing an extended warranty through this dealership. I purchased a vehicle from them in June 2024 and also purchased a warranty. Before buying it, I specifically asked the finance manager whether I could use the warranty at my local Koons Ford dealership. I was told that I could use it at any Koons dealer and that I could cancel it at any time and receive the applicable refund. That turned out to be extremely misleading. When I later tried to use the warranty at my local Koons Ford, I was told they did not honor it and that I would have to go back through Koons Ford Baltimore. Trying to cancel the warranty was even worse. It was nearly impossible to get anyone to help me. Calls would go unanswered, I would be transferred and disconnected, or transferred to employees who never picked up. At one point, I finally reached a sales manager who told me he would personally stand at a finance manager’s desk until someone called me back. That call never came. I eventually had to contact Ford Corporate just to get someone at the dealership to respond. After that, I was able to reach Finance Manager Joshua Townes. He told me the warranty had been canceled, and I followed up with multiple emails to make sure it was actually done. Ford Corporate had told me it could take up to 14 days to receive my refund. Two weeks passed with no refund. I contacted Joshua again, and after checking on it, he then told me it would take another 1–2 weeks. Based on that timeline, I was left questioning whether the cancellation had actually been processed when I was originally told it was. I was then told Deborah McLeary was handling the warranty cancellation. I called and emailed her and received no response, even after leaving a message. I finally heard from her only after Joshua copied her on an email. When Deborah provided the amount of my refund, it was significantly lower than I expected. I asked for an itemized calculation of the refund, and after reviewing it, we discovered that I was actually owed more money than the amount I had originally been given. That alone is extremely concerning. If I had not questioned the amount and asked for the calculation, I have no idea whether the error would have been corrected. The entire experience—from how the warranty was represented when it was sold to me, to the difficulty using it, to the incredible amount of effort required just to cancel it and receive the correct refund—has completely destroyed my trust in this dealership. I would never purchase another vehicle from Koons Ford Baltimore. If you do decide to buy a vehicle here, I strongly recommend being extremely cautious about any warranty or additional products sold through the finance department. Get every representation in writing, understand exactly where the warranty can be used, and independently verify any refund calculation you are given.

Went to Koons ford in Baltimore to buy a truck, was fortunate enough to meet salesman Robert Young who listened to my needs and had the innate ability to find a solution. Steven Ageloff also did a great job of making the financial process a snap, all and all a great team effort, would definitely use them again. Thank You Team Koons of Baltimore!!

Seemed great to work with at first. They communicated well, sent pictures and videos of the truck I was interested in. They said they would send me an email to start the paperwork on a Wednesday. They never did. I texted the sales manager on Thursday, never heard back. I texted on Friday night and they sold the truck. I don't care if its a used or new, 50k truck or 100k truck. They should do what they say they will. Not a trustworthy dealership.

My overall experience was good. I had an issue with the vehicle the next day and text the sales rep. Issue is being looked at in an appropriate time.

Purchased a 2025 Ford Bronco Big Bend in August of 2025. Was sold a Ford Procal tuner for the vehicle. At the time the tune file was not available so the salesperson Frank Janezic sold me the tuner and said there is a voucher code in the box to download the file when it becomes available. Contacted the dealer Frank said it was same SKU. Tried to use the voucher and the voucher has already been used (not by me). So from my estimation they sold me a used Procal tuner. Called and emailed Frank with photos of the non working voucher as well as the correct SKU I also advised him that after some research the SKU is different. It’s on the ford performance web site for the 2025 2.3. All they need to do is actually look at the Ford Performance site to see the difference. I have offered to send the unit back to Koons for an exchange at my own shipping cost. I have also requested that if they can’t figure it out my I have a refund and I will send the unit back and purchase it from a local dealer that understands the products they are selling. Dealer has not responded to either of my requests. Attempted to email the GM Dennis Koulatsos and his email isn’t accepting emails. Convenient isn’t it. I also have left a voice mail for Dennis as well as emailed corporate service with no response.

Awesome Dealership and Salesforce. They got out of their way to help customers even with bad credit. Thank you all.

If you want to buy a new or used car, head over to Koons Ford in Baltimore. They are take the time to listen and make the buying process completely stress free! Their attention to detail is top notch!!

No response after they messed up my title work. Very friendly when purchasing a vehicle but once they have their money no time for their customers. A vehicle is a major purchase, do business at places that value their customers.