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December 2025 by Rey Santos
Brought my Ford Escape for annual safety inspection, emissions smog check and oil change. Nataly Larin (service rep) told me the job will take roughly two hours. She gave me an update on what needs to be done to pass the safety inspection which I agreed to be done. Plus the recommended repairs of which I felt no pressure to get those done. True enough, Nataly came to pick me up from the waiting lounge two hours after dropped off (as promised) that my vehicle is ready. I am very satisfied with the service and attention that I received from Nataly. She has been the service representative twice in a row and I CAN say that she did an OUTSTANDING job. Kudos to her. Will definitely come back in the future.
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November 2025 by Nicole Garrett
I’ve been dealing with an unresolved service issue with this Ford dealership for over five and a half months, and my experience has been incredibly frustrating and disappointing.
Back on May 14, 2025, I spoke with Amy and Greg Adams, who assured me that the dealership would redo a previous poor service and include a free oil change and vehicle detailing as part of their effort to make things right. During that call, I was also asked to redo the customer satisfaction survey and provide specific ratings to ensure those services would be honored. I did complete the survey, but was later told that I “didn’t do it correctly” and therefore would not receive the promised services.
When I returned for my next oil change, my appointment wasn’t showing up in their system. When I asked about the complimentary services I had been promised, the representative told me that I only qualified for a car wash because I hadn’t entered the “correct” survey ratings. That response was incredibly unprofessional and made it seem as though I was being punished for not giving a perfect score.
I tried reaching out to Amy multiple times over the following week and was told she was out sick. I then contacted Nicole, the Customer Relations Manager, hoping to resolve this matter. Instead of investigating my claim or believing the customer, Nicole sided with Amy and Greg and simply offered to assign me a new service advisor “with more experience” for future visits.
Later, on October 20, I received an email from Nicole stating that Koons would only honor an oil change and a car wash—not the full detailing that had originally been promised—and that I would now work with James Tipton moving forward.
I’ve been a loyal Ford customer since 2011, and I’ve always trusted the brand for its quality and integrity. Unfortunately, since Koons took over, I’ve noticed a significant decline in honesty, service quality, and customer care. What used to be a reliable and trustworthy dealership now feels disorganized and dismissive of loyal customers.
To make matters worse, other independent mechanics have since identified mechanical issues that developed after Ford’s service work, raising even more concerns about the quality of service being provided here.
At this point, I’m extremely disappointed and feel that Koons Ford has failed to uphold the level of service and accountability that Ford customers deserve. I hope management reviews this matter seriously and makes meaningful changes to how they treat long-time, loyal customers.
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May 2025 by Jessica Green
Buyer beware. First I want to say my salesman Miguel was amazing so no judgements on him. I bought a 2021 Nissan Rogue and I love it, but they say they put their previously owned vehicles through a detailed check before they sell them. They encourage you to buy the warranty. Now I know why. 24 hrs after buying my car the breaks were grinding. I called the service department and they took it in and checked it out. They told me the breaks AND rotors were bad. They replaced the rotors at no charge. Of course my ignorant self didn't realize they did nothing about the breaks. Now after buying the car in April its the end of May and I need breaks. I do NOT recommend this place for previously owned vehicles and I promise I will NEVER go back, even when I'm ready for a new Ford Bronco.
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November 2023 by Olga V.
Really bad experience with purchasing the car and follow up. The title paperwork was stalled for weeks until accounting got involved and overnight fedexed us the forms (which had to be re-done twice since the accounting messed up the forms). We were told that the 2nd key to our vehicle will be sent to us later (was not on premises at the time of sale) - it's been 3 months, and nothing has been sent. I've left multiple messages, nobody calls back. We also had an online coupon for accessories, specifically attached to the used car listing - before the sale the staff told us we can use it, afterwards - stonewalled by parts department and sales people. Again, not returning messages, not taking calls, zero follow through. There are many choices when you need to buy a car, do not give your money to a horrible business like this one, complete lack of integrity.
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September 2023 by Mac Manpine
Please be very carfull order parts, even if they have a part that is in a different shop near by they would it is a special order. I would skip this ford and go somewhere where else they would alway try to you to have buy more part and the full item even to you might needed something small. Kind of a rip off to be honest.
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September 2023 by Emely T
Please think twice before going to order part, make sure they explain you well their return policy. I wasnt able to return some part, I was never told it was special order from sale desk in parts.
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September 2023 by Chon Yaky
Please go somewhere else. They would try to sale you even more part then necessary.
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September 2023 by Jimmy C.
It took months for Koons to resolve one of my issues and after several calls and talking to multiple people it finally was resolved.
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September 2023 by Paul P.
Had service done and I had doubt about the service that was done on my 2021 Explorer. Took my vehicle back the day after Labor Day and was reassured that the service was recorrected and it was because The service person who corrected my problem handled everything personally . I highly recommend this service writer for all my services at Koons of Woodbridge. His name is Andrew Hodges. He got my 5 stars because of his knowledge about what a vehicle needs to keep running in tip top conditions. He cares about customer service. Go ahead Crystal Koons, give this service writer(Andrew Hodges) a nice plaque as Service Writer of the month. Thank you,Bronco
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September 2023 by Kelly M.
From the time I called to the actual appointment I was very pleased with customer service Derek was my advisor and he was as beyond great at his job. He took time to have a business yet personal approach with me. He gave me options on what I could do or have done. All in all everything went very well. I will be back to have maintenance done and anything else I may need to have done.
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July 2023 by Karen B.
I swear Ford of Woodbridge sucks!! The finance person who sold us a bunch of lies and a car that need $700 in repair in 4 months time SUCKS!! We were told we had a maintenance and vehicle warranty!! Nothing but gas everything else is covered!!Guess what, NO just maintenance plan they now tell me!! I always hated the ford in Manassas and swore I was never buying another Ford so I NEVER had to deal with Ford ever again!!But my husband convinced me to buy a car from Ford Woodbridge!!! Biggest mistake of my life!!!
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July 2023 by J. P.
Updated review: Everyone at Koons Woodbridge Ford was friendly, knowledgeable and helpful when we bought our vehicle a year ago. Unfortunately, the truck we bought at Koons had its mileage rolled back, how and by whom is unknown at this time. The odometer currently shows 36,000 miles and we just found out that it actually has 196,000 miles. Quite a difference! We deliberately buy from reputable dealerships so this kind of thing doesn't happen. But as we learned, mistakes happen. Koons Woodbridge Ford stepped up and made good on the transaction. We were reimbursed for the car (minus depreciation for the year we drove it), our trade and the extended warranty. THIS IS GREAT CUSTOMER SERVICE and I want folks to know that this dealership took responsibility and stood behind its product. Warning to all, even a dealership can get fooled, so buyer beware, check that darn CarFax!!!
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June 2023 by Izabella M.
Went to koons ford to buy a new car. When I got there they seemed pleasant. So I was shown a car and I liked it. So they claimed that they were trying to find a bank for the financing. I said I saw the car and I liked it but I was never taken for a test drive. And while they were supposedly looking for a bank they left me alike to sit there for three hours. Also the salesman that was working with me ran to help another customer and never offered me a test drive. All they do is lie to waste your time.
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May 2023 by Joseph K.
I just bought a car from them last week on the used side everything went good till 5 day later hooked up the Ford ape to see what services where done to it every thing looked good then me and kids get stuck down in Richmond do to a grinding sound and jerking in the back end so I call them because they told me there was a thirty day warranty on only the drive train well the salesman said everything was covered remind you at this point I just bought the car from them 4 day ago and the guy says not covered well I have a certified shop look at it and there was a caliper, bolt missing fast forward I look back in the ford app I just downloaded and they just done the breaks and their inspector put the inspection sticker on it so I left a message with the manager and here I am four days later without no response from him I guess they think once they have your money that you don't mater anymore
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May 2023 by Wil M
My car ended up with white dust/stuff (?) inside the passenger side door and on the fender... as if someone was sanding something next to my car?... not sure what this stuff was or WHY my car got dirty after a simple oil change.The guy that got my car from service parking lot did not say hello and just parked the truck in front of me and walked away...
