24 Ford of Easton

March 2, 2022 To : Ford Motor Company Customer Relation Center P.O. Box 6248 Dearborn, MI 48126 To whom it may concern: I am writing about an incident that occurr Customer Relation Center P.O. Box 6248 Dearborn, MI 48126 To whom it may concern: I am writing about an incident that occurred at 24 Ford (formerly Baystate Ford), in Easton, Massachusetts. Myself and my husband had gone to the dealership in October, 2021 to build a Ford Maverick truck. After we had chosen our options, we were given a quote to purchase at $5,000 above the MSRP. When we questioned that, our salesperson went to his manager and came back with an adjusted price to purchase, but it was still $2,000 over the MSRP. We told Mr Uriys Gomes, our salesperson, we would not pay over the MSRP. Mr Gomes went again to the manager and came back saying that his manager agreed to selling us the truck at MSRP. We gave the dealership a $1000.00 deposit that day and were told that it could take 3-4 months for the truck to be built and delivered. As a side note, we had done business at the dealership in the past when it was Baystate Ford and were happy with ithem and that is why we went there to purchase. We were notified on February 23rd that the truck was delivered to the dealership and that we could come in to pick it up. In advance of going there, we applied for an auto loan at our bank which was giving 2.24 financing on 60 month auto loans to those who had excellent credit. The bank manager there gave us the paperwork we needed to take to the dealership. On February 28,2022, we went to pick up the truck and were quite excited (this is the first brand new car my husband would have since 1968). When we first came in, Mr Gomes, said he would get our truck ready for a test drive. We told him we had our financing in order and was immediately told we could not finance with anyone else but the companies that do 24 Ford financing but not to worry the rate would be competitive with our bank. So after we took the truck for a test drive he took us to the finance office, a young woman probably in her 20’s (she never introduced herself) started going over extended warranty information. Of course, we were anxious to see what rate they would give us but when we asked she commented by saying “let me finish.…stop talking about the rate, we will get to that later”. I became a little annoyed but we let her finish. When all was said and done she said the rate we would be getting would be 4.5. We mentioned to her that our rate was 2.24 and that we were told we would be getting a comparable rate through the dealership (we didn’t feel the 4.5 is comparable to 2.24 and told her so). She said whoever told us that the dealership would give us a comparable rate was lying. She then went on to say that if we insisted on financing through our own bank, that the cost of the truck would go up. I couldn’t understand why. She also said that we should take the dealer financing and then in 4 months we could refinance through our own bank (of course that rate with our bank would most like be more than 2.24). She said the difference in the amount we would pay for the 4 months would only amount to $88.00. Again I started thinking, we would have to reapply and the rates would most likely go up in 4 months. At this juncture, we decided we things were not going well and wanted out of the sale. We went to our salesman, Uriys Gomes, and told him so and said we wanted our deposit back. He then went to his manager’s office and right after that the manager came out (again no name was given) and said we could not have the deposit as it was “custom” built truck and when we signed the contract we agreed to forfeit any deposits. The manager was very rude and terse. I insisted on getting our money back as we felt misinformed about the whole purchase. He insisted he was not going to give us back our $1,000 and too bad for us. I told him I didn’t have a copy of the purchase contract so he went and got it. Did he give it to me ……..no. He held it in his hand whereby i pulled it out of his hand. He got irate. I asked him for a copy for myself which he did get. After looking at my husband’s face and seeing the disappointment there, I decided ok let’s just buy it and pay cash so I asked to go back to the finance office and complete the sale. After sitting down again and explaining that instead we wanted to pay cash. The young woman (again, no name) said we couldn’t buy with cash either unless we wanted to pay more than the MSRP for the truck. I couldn’t believe it. She said we have to finance the truck through one of their finance companies or pay more than MSRP for the truck. This woman would not explain anything to me other than to say that is how they do sales in that dealership. She said this in a very snide way and talked down to us and was dismissive if we asked questions. She continued talk down to us and I became very unhappy with the way things were going. After some time, she threw us out of her office whereby I went to the manager to ask why we couldn’t pay cash for the car and get it at the MSRP that we signed for. He told me and I quote “if we sell it to your without going through one of our finance companies, then they don’t get the “kick back” and they would lose the “kick back” money. He used that “kick back” term 3 times during our conversation. So I said to him………am I hearing you right…….you would rather lose a sale because you are not getting a “kick back”? He responded and I quote “What do you think we are …..a non-profit organization?” We were done with this place. We are a 3 Ford car family…Escape, escort and Mustang. I have never been so badly treated. I know we are elderly and sometimes younger people think we are not with the times but the customer service at this place was horrific. In the end the manager grudgingly credited our deposit back and we left. But we left disappointed that we were unable to take our truck home that we had waited 4 months for. By the time we got home, our truck was on that dealer’s website as “just arrived” . Whoever is reading this letter I hope you understand that the dealerships are the faces of the Ford Corporation at the local level. This dealership, 24 Ford in Easton, Massachusetts is giving Ford a bad face. More

My experience with Baystate Ford/24 Ford of Easton as they are calling themselves now has been extremely upsetting and fraudulent. I bought my 2020 Transit Connect "brand new" just a year ago from them they are calling themselves now has been extremely upsetting and fraudulent. I bought my 2020 Transit Connect "brand new" just a year ago from them and it is under a 5 year extended warranty plan that I paid extra for. Three months ago, my engine was overheating and so I contacted the dealership for assistance. Anthony gave me a number to call for towing. The person I spoke with over the phone charged me almost $400 for the tow truck (even though my car is a year old and still under warranty) and assured me I would be reimbursed by the dealership. The dealership also promised to reimburse the cost of the rental car as long as it was through Enterprise. My 1 year old vehicle ended up having a cracked cylinder which is what led to the overheating. I have contacted Anthony as well as Jon who later took over the case at the dealership countless times through both email and phone-I finally thought we were getting somewhere when Jon told me Ford had an answer and he would call me by Monday. That was almost 3 weeks ago and since then I have called and emailed countless times only to be told he'll call me back (which did not happen) as well as calling the Ford line directly in order to get the reimbursement for over THREE MONTHS and still have gotten none of my money back. When am I going to get my $1k that I've been promised and waiting for for MONTHS at this point? I highly recommend avoiding this dealership at all costs unless you want to be lied to, ghosted, sold a "brand new" car that will break down a year later, and have over a thousand dollars stolen from you. More

Absolutely the worst Customer Service & Customer Absolutely the worst Customer Service & Customer Experience. I purchased a vehicle from Baystate Ford 11/19/21. On 12/5/21, I received an error msg Absolutely the worst Customer Service & Customer Experience. I purchased a vehicle from Baystate Ford 11/19/21. On 12/5/21, I received an error msg via the Ford Pass App. My dashboard in my vehicle had a Check Engine Icon. I sent an email and left a msg with the sales rep who sold me the car. On Monday, 12/6/21 I was told that they couldn't get my car in to the shop until the following week. I explained that I did not feel comfortable with driving my car for another week with the check engine light on. I brought my car in about an hr later and they couldn't find what was wrong but told me they needed to keep my car. They explained that because of the new ownership they did not have loaner vehicles that was registered & insured. After having uncomfortable & unpleasant conversation's with (2) service dept staff members, I finally received the assistance that I needed from the Mr. Ryddings, pleasant and most definitely professional. They gave me a beat up loaner that was filthy and had visable marks on the exterior of the vehicle with a hand written contract (to take the place of a traditional contract) written on plain white 8x11 printing paper. I took a picture of it (the contract) and the vehicle.Needless to say three days later on Thursday12/9/21, after frigid temperatures from the night before, I was warming up the loaner vehicle and it was not heating up. The defrost did not work. I called and reported the problem a little after 8 am in the morning. After fighting with the service department to get a replacement, Mr. Ryddings, once again to step in because the staff members where unprofessional and not helpful to my situation. I had to miss a 1/2 of work. On Wednesday 12/29 I received a phone call informing me that my car was ready to be picked up. I changed my schedule around and arrived to the dealership yesterday morning at 10 am. I spoke with Brandon who was pleasant and helpful, and he informed me that the gentleman who called me would gather and process my paperwork. After waiting almost 20 minutes, my car was driven to the front of the building. I immediately noticed that my car had dirty hand prints on the front exterior of the vehicle. I opened the driver side door and my brand new expensive floor mat was covered in a brown dirt. I spoke with gentlemen who drove my car, and asked why didn't they clran my car out as that is not how I left my vehicle. After going back and forth with me and explaining to my how they have covered expenses and even didn't charge me a $100 deductible, he took my car and only vacuumed the floor mat. He wouldn't even spray water on my car to clean the exterior dirt (which the hand prints are still there and I am not a mechanic). I turned my radio on and someone changed my channels. They lefy my vehicle on a Latin Hip Hop Station (I don't speak Spanish, but I am learning for the sake of my job) When I listen to the radio, I only listen to #96.9fm (just an FYI). I immediately left, feeling defeated and disappointed, wishing that I had not done business with them and realizing that due to the financial deal, I am forced to continue to deal with them. I had an appointment in the South Shore (Hingham) and was able to make there on time. My Gas light comes on and my Gas Gauge is reading full. I pulled over, called the dealership back, waited on hold for 26 min 47 sec. I sent an email and called right back. Brandon assisted me and gave me basic instructions which I followed. Lord and behold, my gas gauge reset itself and I actually had no gas. So now, not only did have to put gas back in the loaner vehicle, which I returned on a full tank of gas, but I also had to spend $30 on gas for my car, totaling $60 for 2 vehicles in 1 day. I called Brandon who, apologized and informed me that he would let management know. I want to be reimbursed and have every intention on following up with Management as soon as possible. On another note, it's ironic that the vehicle that I traded in (which was a Ford by the way) was purchased at Nissan 24 in Brockton back in 2012. That car ran like a tank and thr customer service & experience (Yes there is a difference between the two) was phenomenal. I had actually called them first but they didn't have what I wanted in stock. Had I'd known that they were going to buy out Baystate Ford 12 days later, I would have waited. When doing business with anyone, a customer should never be made to feel as if their less than, at the mercy or favor of the business and most importantly helpless. Baystate Ford, you scarred me really good. Thanks for the humiliation, aggrivation, uncertainty and the lack of trust that I now have. #ILost #NotFair More