Koons of Falls Church Ford

4.5
Hours of Operation
Service
Monday
6:00am–8:00pm
Tuesday
6:00am–8:00pm
Wednesday
6:00am–8:00pm
Thursday
6:00am–8:00pm
Friday
6:00am–5:00pm
Saturday
7:30am–5:30pm
Sunday
Closed
Sales
Monday
9:00am–9:00pm
Tuesday
9:00am–9:00pm
Wednesday
9:00am–9:00pm
Thursday
9:00am–9:00pm
Friday
9:00am–9:00pm
Saturday
9:00am–8:00pm
Sunday
10:00am–8:00pm

Sales Team

Jeff Ottenberg headshot
Jeff Ottenberg New Car Sales Manager 2.4 (57 Reviews)
Russel  Walker headshot
Russel Walker New Car Sales (33 Reviews)
Randy Gabler headshot
Randy Gabler Service Advisor (28 Reviews)

Cars on the lot

238 cars available See all Cars

Dealership reviews

4.5
Rating and reviews of Koons of Falls Church Ford are from Cars.com and DealerRater.com

404 reviews

Bad communication

2.0
by Gina on Oct 07, 2021

Would have liked to give this place a good review as I’m buying my first ever vehicle from here but I can’t seem to get a straight answer from anyone if there will be an added price to the new Bronco I had reserved and ordered. I read that some other dealerships are adding markups or price adjustments to their Bronco orders/reservations and I wanted to know if this dealership will observe the price we had already agreed on but no one can give me an answer?? Doesn’t make me feel so good to be a first time car owner from this place as it’s already giving me shady vibes. Does that mean you will be price gouging customers who already placed their orders in good faith?? My first time buying experience was already tainted by Ford with all these delays and now this dealership is not even communicating where they stand with their customers.

Customer service 1.0 Buying process 2.0 Quality of repair 2.0 Overall facilities 4.0 Overall experience 2.0 Does not recommend this dealer. Did purchase a vehicle.
Dealer Responses

Gina, I'm really sorry to hear that our team isn't being clear about the vehicle you're interested in. This sounds like simply a miscommunication on our part, but I apologize that it's leaving you with a negative impression. I'd like to step in and address your concerns so that we can move forward and get you into your new vehicle. If you're willing, please give me a call at your convenience. Best, Ruth Aguilar - Customer Service Manager - (703) 241-7200

Worst Experience

1.0
by Tammy on Oct 06, 2021

Worst experience I've ever had buying a vehicle. I would recommend going to ANY other dealer. 1) They lie about their inventory. We found a truck we wanted to look at, verified it was on site, then drove out 2 hours to look at it. When we got there we were told the truck had been sold at auction 2 months prior yet it was still being advertised on their website. We decided to buy a different truck and not only was the process excruciatingly long (5 hours), but just about every department messed something up with the purchase. We paid asking price for the truck and declined any service plans. We signed a paper agreeing to the price with Colin and Mike then went to the sales department with Ram to finialize the deal. 2) During the signing a service agreement ($3,900) was added that we unfortunately did not catch at that moment (again we were there for HOURS waiting on them). After reviewing the paperwork at home we realized the service agreement had been added and called mutiple times to get it removed. Thankfully they did remove the charge however, 3) rather than paying it to the finance company and reducing our monthly bill, instead we wound up with a higher monthly bill and a shorter loan period - not what we wanted. 4) We asked if we could transfer the tags from our current truck to the new truck and were told that that wouldn't be possible and we would have to do that in MD where we live. That's incorrect and we later found out from Brittany that they could have done the transfer for us but because they didn't we had to pay full price for tag and title and then try to get a refund from MVA for the difference between new tags and a transfer. We had issues with the MVA though because 5) Koons Ford sent the tags to us with the stickers on which the MVA was very clear that they were NOT supposed to do and potentially jeopardized our refund. Again luckily we were able to be refunded but not without a huge hassel with the MVA all courtesy of Koons Ford. 6) Then a few weeks later we find out that they calculated the sales tax incorrectly and are now asking us to pay an additional $560 out of pocket. We called them to ask that they waive the fee since we have had more than enough issues with their mistakes. We spoke with the general manager, Ali, and were told that he would look in to the charge and get back to us. 7) Despite calling multiple times to follow up, we never received a call back and continue to get reminders about our now outstanding bill. Suffice it to say this dealership has made an unforgettable impression on us. We will NEVER purchase another vehicle from them and have informed everyone we know what a terrible experience it was working with them.

Customer service 2.0 Buying process 1.0 Quality of repair 3.0 Overall facilities 5.0 Overall experience 1.0 Does not recommend this dealer. Did purchase a vehicle.
Dealer Responses

Tammy, it's concerning to hear this feedback. Regarding your concerns about our inventory, I can assure you that this was a misunderstanding rather than an attempt to mislead you. I apologize for the confusion this caused. I wish that we could have better served you with the transferring of the tags, and I regret that we didn't get it right the first time. Overall, I apologize that your purchase experience was not more seamless, as a smooth experience is what we aim for. Finally, I'm sorry that our team hasn't been more responsive, and I'd like to help change that impression as well as address your other concerns. I'll seek out your contact information to try and give you a call, but in the meantime, here's my number: (703) 241-7200. Best, Ruth Aguilar, Customer Service Manager.

Straight Talk

5.0
by Dan Haley on Oct 02, 2021

I have bought at least 9 expeditions from Jeff Ottenberg at this dealership. Always get straight answers to my questions and always feel like I got the best deal possible. I would recommend highly.

Customer service 5.0 Buying process 5.0 Quality of repair 5.0 Overall facilities 5.0 Overall experience 5.0 Does recommend this dealer. Did purchase a vehicle.
Dealer Responses

Dan, thank you for the great review! We appreciate your repeat business and are happy to hear that you are so confident in Jeff to get the job done. Drive safely, and we hope to see you back again at Koons Ford Falls Church!

30kservice

3.0
by Kim on Sep 29, 2021

I brought my car in on Saturday 9/25 for a 30K mile service. The attendant was helpful and had friendly demeanor. However, I do not think my car was completely serviced or it was rushed at the end of the day despite a drop off at 8:45am. Per my request when I made the appointment, I asked for my back windshield wiper to be replaced. Isn't that part of the 90 point inspection? If not, windshield wipers should be. Also, I asked to have my air conditioner cleaned. Neither one of these items were tended to. Lastly, I wish the attendants would read the notes/ requests that accompany the appointment BEFORE the person shows up with their car. I wanted my navigation system to be checked/updated only to learn on Saturday am that this service is only weekdays at 4pm. I wish someone had told me so I could have changed my appointment. Now I'm inconvenienced to come back and navigate that ridiculous parking lot at Koons. Sorry for my complaints but for $800 service with no repairs, I expect more.

Overall experience 3.0 Does recommend this dealer. Did not purchase a vehicle.
Dealer Responses

Kim - We take pride in providing thorough service and clearly missed the mark during your recent visit. I apologize for the frustration and any inconvenience caused. Would you please contact me directly when you have a free moment? I'd like to see what I can do to help make things right for you. Thank you, Mark Ahmad - Service Director - 703-241-7200 ext: 1342

Being your Ford to Koons for service

5.0
by Tony on Sep 29, 2021

Joshua and my service advisor bent over backwards to ensure the work was completed with the best quality. I know that every time I bring my Ford Focus to Koons in Falls Church the work will be done right and for the long term.

Customer service 5.0 Quality of repair 5.0 Overall facilities 5.0 Overall experience 5.0 Does recommend this dealer. Did not purchase a vehicle.
Dealer Responses

Tony, thank you for trusting our team with your business and your Ford Focus. We are happy to hear that Joshua went the extra mile to assist you and we look forward to your next visit to Koons Ford Falls Church. Drive safely!

Excellent Customer Service

5.0
by John R on Sep 12, 2021

Total xxxxxxto Kevin in customer service - his depth, and breadth, of knowledge regarding maintenance and repair of all Ford models is impressive. The estimates for repairs that he has provided to me have always been spot on. Thank you for your professionalism and dedication Kevin! John R.

Customer service 5.0 Quality of repair 5.0 Overall facilities 5.0 Overall experience 5.0 Does recommend this dealer. Did not purchase a vehicle.
Dealer Responses

John, thank you for the great review! We are thrilled to hear that you had such an outstanding service experience working with Kevin. Drive safely, and we hope to see you back again at Koons Ford Falls Church!

Worst Dealership Ever

1.0
by Glenda Thornton on Jun 13, 2021

I purchased a vehicle online that had been "certified" by the dealership. All the pictures looked good. I even had a FaceTime call with the sales person to go through the vehicle. Once the papers were signed and sent back via snail mail there was no further communication on their part. Tony Anzo was my finance manager. He would not return my phone calls and would only respond to an email when I CC'd his boss. Otherwise, he "didn't get the call" or "never got an email." The excuses were too many to be coincidental. My vehicle purchase was completed on April 24th. They did not mail any paperwork to get my tags until May 17th. I still have not received any copies of the paperwork I signed through them. I purchased a 1 year warranty also. Today, June 12th (less than 2 months after purchasing), my vehicle will not start. There are so many other little things wrong with the vehicle to not be suspicious that this vehicle had something wrong with it and they patched it back up to get it off their lot. Overall, I'm very dissatisfied with my purchase and would never buy through this dealership again. They only person who was descent was the sales person. It's been a nightmare and I'm now without a vehicle.

Customer service 1.0 Buying process 1.0 Quality of repair 1.0 Overall experience 1.0 Does not recommend this dealer. Did purchase a vehicle.
Dealer Responses

Glenda, I'm sorry to hear about your vehicle issues and the inconvenience it has caused you. I also apologize for the trouble you've had getting in touch with our team. We strive to take care of our guests in an expeditious manner, and it sounds like we may have dropped the ball here. Would you give me a call so I can look into this and see what I can do to help? My number is (703) 241-7200. I will look for your contact information in the meantime, as I am eager to assist. Thank you, Kiana Karimi - Customer Relations Manager

Thank you!

5.0
by Katie l on May 17, 2021

Great team work, knowledgeable managers, We are very happy with my husband’s purchase!! Thank you koons Ford Falls church! We Will definitely come back soon!

Customer service 5.0 Buying process 5.0 Quality of repair 5.0 Overall experience 5.0 Does recommend this dealer. Did purchase a vehicle.
Dealer Responses

Hi Katie. We appreciate you taking the time to leave Koons Ford Falls Church a review, thank you!

DO NOT SHOP HERE. COMPANY LOST TITLE.

1.0
by James on May 14, 2021

DO NOT SHOP HERE. COMPANY LOST TITLE. If I could leave infinite negative stars I would. I purchased a truck from this Koons in July of 2020. Thought everything was fine until I received a loan default notice from my lender in February 2021, because apparently Koons never sent them the vehicle title upon purchase. I reached out to Koons who claim they “accidentally sent my title to the wrong lender”. This lender had since been bought by a larger bank and my title was lost. Koons then said I had personally to call this larger bank who I have never had an affiliation with to get a title lien release from them. After weeks of trying to reach them, the larger bank said they had no record of title ever being sent to them and couldn't help me. I then brought the issue up with the Gm Ali and controller Dianna, who to this point had not been informed by staff of this issue. Dianna said she would remedy the issue asap and I have subsequently received no further response from her in nearly 3 weeks. I brought this issue to Koons attention NEARLY 5 MONTHS AGO and am no closer to getting a title for my vehicle. I have been so patient with this company for months after their mistake and have been treated with both inaction and rude employees. I dont know what I have to do at this point to get this issue resolved.

Customer service 1.0 Buying process 1.0 Overall experience 1.0 Does not recommend this dealer. Did purchase a vehicle.
Dealer Responses

James - This sounds like an extremely frustrating experience and I'm so sorry for the troubles you've run into after your purchase. We expect so much more for our customers. I want to help here, but without your last name I won't be able to find your contact information. Please reach out to me at your earliest convenience so we can talk this through together. Thank you, Kiana Karimi - Customer Relations Manager - (703) 241-7200

Driving my car without my permission

1.0
by Marcos Antezana on May 08, 2021

I don’t appreciate my car being taken out of the dealership, and joy riding without my permission. If there was any issues with my car it will be on me. When I got my car back I checked my dashboard the last 30 min activity was very hard accelerations. I am not comfortable leaving my car to this location koons Ford falls church. This service is unacceptable and unprofessional.

Customer service 1.0 Buying process 1.0 Quality of repair 1.0 Overall experience 1.0 Does not recommend this dealer. Did purchase a vehicle.
Dealer Responses

Marcos - I assure you that it is never our intention to mislead our customers here, and this is a very concerning review to read. I would like to speak with you directly about what happened with your vehicle and ensure we clear up any confusion. I'm going to look up your contact information, but please don't hesitate to give me a call. Thank you, Kiana Karimi - Customer Relations Manager - (703) 241-7200

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