I purchased my Ford Explorer 2015 (53,020 miles) at Tom Masano dealership. I have had my vehicle now for 8 months (miles put on 6,320) and within the first... week my car battery was bad and car will no longer turn on. Thankfully, they did help by providing me with a new battery. Also, I have experienced another issue with my Ford, there has been a water leak that damaged my sunroof and other parts of my car. My warranty did not cover my expenses and had to pay out of pocket 1,000 plus. I asked if this car had any history on the drains of the sunroof before and I did not get the answer I was looking for. I have not drove this car since it was fixed. I am now experiencing a different issue with my car and it's making a loud noise on the passenger side and in the rear driver's side. I have inspected everything from the internal of my car and nothing is causing this noise. I keep hearing this noise inside the passenger's dashboard and in the rear. I know if it's something serious or the water leak damaged something else, that's going be another expense I would have to pay. I should not be experiencing these issues in 7 months, yes cars do break down or something stops working from it but I honestly car dealerships just want to make their money and could care less what happens next to their customers. I am now dealing with back-to-back issues on this car and regardless of the outcome, I will end up losing money again. I took my vehicle to get this noise checked and they did not find nothing wrong with my car. However, I did get charged a fee of 100 plus dollars to for them to look at my car! If you are reading this review, my advice is reviewing the car faxes, bring with you someone who knows about cars, and don't buy a car from here if you are skeptical about the car status. I will never buy a car from here again and all my followers on social media will soon hear my voice and the other unhappy customers who got passed up.
I emailed this dealership expressing interest in a particular vehicle. 1 day later I received a response that said Brian would “call me shortly”. The... next day I emailed again and nearly a week later I still have no response. They lost my business. My purchase was made elsewhere. That’s not my idea of customer service.
Great experience, pleasure working for with them. The entire process was very transparent, you know exactly what you are getting yourself into. Walked... in Saturday afternoon left home with a new car a short while later.
I went to look for a used Mercedes GLK and they promised not to run my credit until I would make a decision and that it was only to keep it for their... records. Next day I see a hard inquiry in my credit report. Don't trust anyone, very disappointed.
Very poor auto service when it comes to honoring their service work. My car had an extended warrently which I had no chioce to use since the motor drooped... 3 out if 4 cycllendars therefore the service team did get a used motor which I do not believe was quite right, then did not send i t back nor enter into the fact to place new spark plugs and wires in it to allow it to run in efficiency. It was back in 1 moth after getting it back from motor replacement which the auto service had almost 3 months. The service took ot back claiming the radiator hose broke causing stress on Calendar #2, however calendar #2 came up 1 day after reeving it back from the motor replacement. The auto group ordered the hose from Advanced auto on Lancaster Avenue but still did not order spark plugs or an injector which was diagnosed prior by Ad=advanced and Auto Zone under a car diagnostic due to the fact the check light was on on the dash after the new used motor replacement.The auto service was questioned why they newer put in new spark plugs or wires even though it was covered under extended warranty and I would pay for an additional cost even injectors. This request was given three times before and after each motor repair since 06 of 2019. Tom Massanno waited until the old motor extended wareentee was out and stated the new warren only covers the motor and not these parts. Supposedly now the converter is broken and converter oils is all over the car when braking on route to work hitting a tree and Tom Massanno conventionally wants no responsibility with the new warranty coverage. What is the point to having an extended warrenty when the auto service does not services other related used parts to ensure major part replacement are secured to keep the motor from appertaining perfectly. If they would have replaced old related parts as requested by myself the motor would still be en tacked and not at a total loss. It seems they use the extended warrrenty only as an alternative to replace a major part but waits unit, the other related parts break for the customer to pay for after the fact and the major damage to the car is done. Very unethical.. The dealer seems only to care for the labor cost and not quality repair services for the customer to want to come back and be another loyal customer for 20 years. Unless they fix their mistake there is no purpose to do business with them again. I also would not recommend anyone else doing business with them if they just ignore your request after 20 years of loyalty. I hope they have it in their hearts to be ethical and do the right thing?
Let me first start by first saying German, the sales manager at Tom Masano has been a great asset from the time I purchased a Metris Van back in March... 2019 to now. However, the financial department is horrible! I got rid of the Metris van in July 2019 and requested that the finance department cancel my extended warranty on July 5, 2019. I was informed in order for them to cancel the warranty I needed to email Mary-Jo Shaw in the finance department a letter which I did on July 5, 2019. Maybe she didn't get the email, I don't know. It is now October 2019 and the finance department is giving me the run around with cancelling my warranty and submitting my refund to MBFS to disburse. I requested that the extended warranty is cancelled a second time since I paid the balance with MBFS in September 2019. When I inquired with the finance department last week, specifically the business manager Brian Ingham he stated he spoke with someone at MBFS who said the lien has not been settled and that there were some litigation with my account, which was not true! I immediately called MBFS, spoke with a representative named Angela and she said I had a $17.15 balance and that my account would NOT be in litigation for $17.15. I am very offended and would like to know where Brian got this erroneous information from? Even IF I had a balance with MBFS, why wasn't the refund from my extended warranty sent to MBFS back in July 2019 upon my original request to cancel the warranty? If a customer asks to cancel the warranty then the dealership should process the request upon their request. The financial department is acting very fraudulent and I'm not sure what is going on and why it is taking so long to process the cancellation of the extended warranty. I will follow up with MBFS in two weeks to see if Brian and his financial department forwarded the extended warranty refund. Beware of this dealership if you are not paying cash for your vehicle or if you want to add anything extra to your purchase (i.e. extended warranties). Again, the sales department is awesome but the financial department has been very difficult to deal with.
Worst service team- the only good thing about them is that I can valet my car there. Took my car for service and after the service they forgot to reset... my car and I called them to let them know , was told they will send a driver or a service crew member to come reset my car and it took almost a month before they called me back, actually I had to call them several times to remind them. They sell hot air for warranty- when I purchased the car the manager when selling the warranty recommended that I get the scratch repair because of the color of the car and even gave me a personal example. 5 years later when I needed to use it- was told that they only repair dents and the manager was wrong to have told me that, but has since left so they can’t honor it. Also told the seats are covered and had a slight wear and tear on the driver’s seat and now all over a sudden, no that is not what is covered. Do not get the warranty unless you want to pay for nothing. Very dissatisfied loyal customer- just moved and bought my new Mercedes in Devon- hope they are better.
This my second vehicle that I have purchase from Tom Massano . Pandora is the best I appreciated her candid no pressure style. I received a great car at... a great price. My daughter recently purchased her first vehicle with Pandora as well. Very happy satisfied customers
I bought a used Ram 1500 in October of 2018. I was told they put new tires, brakes, and rotors on it. Within a day or 2 I heard squeaking and let Curt... Brown (who I bought it from) and he stated it was because they were new. not too long after I took a an hour trip. Once i got to 55-65 MPH, there was a terrible shaking and the right front air pressure monitor stopped working. After going back and forth with Curt about it being low tire pressure, they finally agreed to take a look. In the end they had Savage61 correct the issue(s). Over the course of the next couple of months the squeaking got really bad. So, as per their example and mentioning multiple times that they aren't as proficient with Rams, I took it to Savage61 to get the squeaking looked at. Savage61 said the brakes and rotors were all bad. Within 3 months, less actually as the squeaking was happening the entire time. The cost for me to have it repaired was 1300+. I attempted to get a hold of Curt multiple times with no reply back. Finally, after threatening to make a call to speak to a manager I got a response (shocker). I explained that brakes and rotors should last MUCH longer than 3 months and I would appreciate some reimbursement for the cost. They refused and said they stand behind their work, even though the brakes and rotors went bad within 3 months. It is VERY evident that once they make a sale, they could care less about the customer or vehicle they sold.
They fixed a car I bought from them or offered to purchase the car back. Very cooperative