McGovern Ford of Saugus - Service Center

Can't depend on service I received a safety recall on my Escape. I called York Ford and set up an appt for about 2 weeks later at 8:00 am. I arrived on time and was told th I received a safety recall on my Escape. I called York Ford and set up an appt for about 2 weeks later at 8:00 am. I arrived on time and was told they would have to keep our car overnight. They stuck another client in our time slot. Who can do without their car for that long? Had they called me, I would have rescheduled the appt. They had our phone number. Who in their right mind would do business with a company who doesn't care about their customers? More

Jimmy and Melvin's services Jimmy FaucI from Sales and Melvin from Service went above and beyond and I apprecited it very much I feel they should be recognized for this. Jimmy FaucI from Sales and Melvin from Service went above and beyond and I apprecited it very much I feel they should be recognized for this. More

Repairs/oil changes Horrible service, never rotated tires or topped off fluids on my oil change like they were supposed to, hope they did change the oil, vague warranty g Horrible service, never rotated tires or topped off fluids on my oil change like they were supposed to, hope they did change the oil, vague warranty guidelines, I’ll never buy another car there, couldn’t give it zero stars More

Poor customer service, failure to answer service issues I had a very frustrating experience at York Ford, Saugus MA. yesterday July 5th (the second in less than a year), when I brought my 2010 Explorer (wh I had a very frustrating experience at York Ford, Saugus MA. yesterday July 5th (the second in less than a year), when I brought my 2010 Explorer (which I purchased there new) in for service due to an illuminated “check engine light.” After three days of looking for the issue (which according to the Invoice was code for a EVAP vent valve that was stuck open, so why did it take 3 days to locate the problem?) and then order the part; the car was finally ready on Monday. Due to the holiday, I couldn’t pick it up until Wednesday. When I went to York Ford to pick it up, these are the chain of events: • After paying the cashier, she said “your car is out to the left of the building, if it’s blocked in, let me know and I’ll have someone move what’s blocking it.” Whatever happened to customer service? I have to walk through a parking lot of 75 or more feet in 80 degree sunny weather to retrieve my vehicle and if I can’t locate it (which I didn’t). I walked back and told her I couldn’t find it. What ever happened to someone bringing your vehicle to you and explain what was wrong and explain the process to repair? She told Melvin, a service advisor and he paged someone to come to the service desk. After seeing me standing there for a few minutes he said, “can I help you?” I told him that I am trying to get my car and I’m running late for an appointment. He once again called to have someone come to the counter. He then took the keys from me, asked me to describe the car and walked out the door, with me trailing. As we walked out he looked to the right and said, “isn’t that your car?” (in a not so pleasant voice). I said “yes but I was told that my car was to the left.” There were two cars in front of mine (one that didn’t start -they must have just serviced it- and the other, they couldn’t find the keys and spent the next 10 minutes looking for the keys, they finally realized they couldn’t find the keys (I’m missing my appointment). There were three cars behind me that they eventually moved. • As I approached my vehicle I observed the sun roof partially opened and the driver’s seat in a semi reclining position, the interior was dusty. I immediately went to the service desk and asked why the car was like that; I was told, “I don’t know.” As I returned to the car to wait while they were playing, keys-whose got the keys? I decided to start my car and wait in an air conditioned environment as I was hot due to the weather and the manner in which both my car and I were treated. Apparently customer satisfaction at Ford went with the Edsel. • When I attempted to start the car, I found that my two month old battery installed at York was dead! I immediately went back to the desk and said to Melvin, “why is my battery dead?” “I don’t know, I’ll have someone come out and jump it.” I told him “I want some answers as to why all this has taken place.” He gave me the business card of Ryan Dodge, the Corporate Service and Parts Director’s (fancy title) which contained his cell phone number. • I called him and explained the chain of events and I said, “I have to get out of here and I want some answers.” He said he would call Melvin. • My car was jump started by a very nice young man and he assisted with the removal of the three cars behind me, I left. • Fifteen minutes later, when I was more than two miles away, I received a call from Ryan Dodge who explained that my car would be jump started and the cars behind me would be removed. I told him “that was done 15 minutes ago but I still wanted answers as to why my car was left out for a day or more with an open roof, a reclined front seat and dead battery.” He assured me that I would hear from him by the end of the day. I never heard back yesterday and waited until 3:39 today to call, as I want answers to my questions. He did not answer the phone or return my voice mail. • On the numbered tag on the rear view mirror, there is a note that states, “IMPORTANT, you will receive a survey from the manufacturer shortly. Your Complete Satisfaction is our goal. If for any reason you can not give us a “Completely Satisfied” please contact the service manager before mailing the survey. Well folks, I tried. More

Good Place to do business Brought my 2011 Ford Escape in for a service issue a few weeks ago and after receiving a video from the shop tech Lou visually and verbally explaining Brought my 2011 Ford Escape in for a service issue a few weeks ago and after receiving a video from the shop tech Lou visually and verbally explaining the problem and providing an estimate of repairs I had to think about putting money into a vehicle with a 112,000 miles on it. I have always maintained the vehicle religiously keeping up with recommended services. I do appx. 25-30,000 miles a year on my vehicles and I had to weigh the decision seriously. The Service Advisor Christine Morganelli was extremely helpful and mentioned a program the dealership was running regarding their courtesy vehicles. The discount off list price for the swap of 3,000 miles was very intriguing. After speaking with Jim Fauci, who I purchased the '11 Escape from, we made arrangements to view and test drive a couple of the 2017 "courtesy" vehicles. Well, besides the few more gray hairs Jim and I have acquired in the years since our last transaction, it was as if we had just transacted a deal last year. The comfort and familiarity dealing with Jim leaves me with a complete sense of trust in his competence and help with this new transaction. You won't go wrong dealing with Jim. In addition, the finance person, Cheryl Pereira is a complete professional securing the financing from the bank and discussing warranty options and costs all the while fitting this into my monthly budget. In closing, you will not have a better service or car buying experience than you will at York Ford. More

Sales staff was fine, but collision and service are horrible Leased a 2016 Fusion from York and got the service agreement. Everything was fine until the sunroof started leaking. We called and made an appointment Leased a 2016 Fusion from York and got the service agreement. Everything was fine until the sunroof started leaking. We called and made an appointment 2.5 weeks in the future. Dropped the car off with collision center on a Monday, didn't hear anything by near closing time so called and was told they didn't have time to look at the car they were booked up with leaks. Why have appointments then? Was told tomorrow. Same story on Tuesday, no call, no return call after trying them. Guess we'd be without a vehicle for 3 days. Nope. Didn't get the car back until Thursday evening, and no work had been done as they needed clearance from Ford to make the repair, on a lease. If Paul had his way we would have left the car there until he got the ok, which would have been 3-4 weeks, and without a courtesy car. I'm not surprised as courtesy seems to be the least of their worries. To wrap up, we finally get the repairs scheduled, and are still waiting for Paul to return a call with the status of our car. Looks to be another 3-4 days car-less with no warning or communication. Also, we kept getting different stories from collision and service. Neither one knows what the other is doing or responsible for. Icing on the cake was he basically told my wife that I am a liar by denying a conversation I had with him. More

Customer Service at care rental I had to repair my car and use a rental at the dealership. First I was refereed to Hertz for my rental. It was not a good experience. I had to wait a I had to repair my car and use a rental at the dealership. First I was refereed to Hertz for my rental. It was not a good experience. I had to wait about 20 minutes for the rental agent to get there. When she got there, she convenience me to pay more than what my insurance company will pay, and to top that she had a larger vehicle that I could not drive, the driver seat was so lower and it was manual movement which didn't help me what so ever. Then she drove me to their office in lynn, and I was told they didn't have a small suv to give me, and left me at her office while she went to take care of someone else. In the meantime, I called the YourkFord and explain what was happening, I was very frustrated at this time, a couple hours has passed. The person (I think her name is Cheryl, the desk person) who answered the phone at Yourkford told me to come back and she also called the Hertz and told them to drive me back, but I had to wait until the woman came back and finally drove me back to the dealer. When I returned to YourkFord, the desk person sent me to the Ford Rentals and I was taken care of right away. Angella, who attend to me, said she would make it so I wont pay anything out of pocket, (unlike the Hertz agent who over prized the rental) and arranged a smaller suv that fit me perfectly. She didn't waste one second of my time, and was so nice and efficient. After returning the vehicle, I called her to check on the deposit they kept when I rented the vehicle, and she once again provided the best customer service, giving prompt attention and efficiently taking care of everything. Angella deserves a A+ grade for the service she provided. I think Ford is lucky to have a employee like Angella as an employee. More

Very terrible experience with Service Center and Front Desk Dennis at the counter did not know what was covered or not covered on my maintenance plan and my extended service plan. He told me that I should have Dennis at the counter did not know what was covered or not covered on my maintenance plan and my extended service plan. He told me that I should have been covered for certain parts on my plan when I got maintenance a year earlier and that I'm not covered now because someone "dropped the ball" last time. Then, Pick the ball up Dennis! I have both an Extended Service Plan and a Premium Maintenance plan and came in for a 60,000 mile scheduled maintenance. I was called and told that I had over $600 worth of work to be done. Now I ask, why does one pay for a premium maintenance plan? Dennis at the front desk was going to charge me for an air filter ($35), a cabin filter ($80), clean and adjust my rear brakes ($140), $100 deductible and $155 fuel injection service, plus $153.98 for labor (I have no idea how you come up with that labor charge number?). This bill that Dennis told me about on the phone with all of the charges was immediately after I watched the mechanics video emailed to me where the mechanic just told me that the Air Filter, Cabin Filter, fuel injection service and clean and adjust my brakes (which by the way looked like they were only going to vacuum up rear brake dust for $140) was all covered in my premium maintenance plan! Again, Dennis was charging me for things that are covered by the PREMIUM maintenance plan. Dear York Ford, I suggest you take a look at how other Ford dealers do their Service Center. I've dealt with Sentry Ford Service several times and I know there is no, how can I extra charge you, but rather their Service people ask what more can I do to help you and make everything right. You need to take a page from their Service Center book because they treat their customers right in every way. This is my warning to all potential York Ford Service customers to stay clear of York Ford Service Center, cause they do not work with you, but rather they do little as possible and charge you the most that they can whether you have a plan or not. Go to Sentry Ford, you will be happy that you did. More

you people stink. Toyota sends me to York Ford in saugus and they had my car for three days and my warranty place said that they will not cover it that ford is responsi Toyota sends me to York Ford in saugus and they had my car for three days and my warranty place said that they will not cover it that ford is responsible for it. I do not care who is i will not be paying for it or the rental car . Thank You Annette Linehan More

Great Service I always have a positive experience at York Ford in Saugus. Its a good feeling that once you have your car serviced you can feel comfortable that you I always have a positive experience at York Ford in Saugus. Its a good feeling that once you have your car serviced you can feel comfortable that you have no worries something could cause you concern. More