Colonial Ford of Marlboro - Service Center

Worse Customer Service ever seen I left my truck there to be serviced At 7am and i called them around 1pm to find out the status of it and they told me the truck wasn’t on the lift ye I left my truck there to be serviced At 7am and i called them around 1pm to find out the status of it and they told me the truck wasn’t on the lift yet. By the end of the day nobody called to let me know if the truck was ready or not. Second day they told me in the afternoon that they had to order some parts to fix the truck and the truck was at their shop from Thursday to Tuesday afternoon to have the brakes serviced. Unbelievable More

Very friendly and helpful They explained what they were going to do, and even brought out a spark plug to show me that they were fine. I like that they have a comprehensive rec They explained what they were going to do, and even brought out a spark plug to show me that they were fine. I like that they have a comprehensive record of past service, as it is hard to keep track of what has been done, when, otherwise. More

Key fob replacement I was having a hard time trying to get a replacement key fob, I made several calls to near by dealers but since my vehicle is a company lease vehicle, I was having a hard time trying to get a replacement key fob, I made several calls to near by dealers but since my vehicle is a company lease vehicle, I was told that was impossible to get one, I was able to contact Colonial Ford and they were able to provide a replacement key fob in a few days... More

TRANSMISSION i already took my car 2 times and it didn't get 100%, my car doesn't run great. The guys doesn’t fix the problem! i already took my car 2 times and it didn't get 100%, my car doesn't run great. The guys doesn’t fix the problem! More

Simply the best Extremely professional and helpful service department. They all made me feel welcomed. I left feeling confident my vehicle was serviced by an exceptio Extremely professional and helpful service department. They all made me feel welcomed. I left feeling confident my vehicle was serviced by an exceptional department deserving of a healthy bonus this year. More

Atrocious customer service October 10, 2019 I brought my 2014 Ford Escape in for service in July and did not get it back until October! It took 2 weeks for the service depa October 10, 2019 I brought my 2014 Ford Escape in for service in July and did not get it back until October! It took 2 weeks for the service department to diagnose the problem as a damaged cylinder head due to a coolant leak. They advised me the repairs should be covered by my extended warranty and submitted the claim.  After several weeks of frustrating daily phone calls with warranty company and dealer the claim was approved in mid August. The warranty co. then provided me with a rental car for 5 days. After returning the rental, I contacted the Service Manager who advised me parts had been ordered and repairs would be completed within a week. In the weeks to follow I contacted the dealer every few days and was given several excuses why the repairs were not completed, parts on back order, wrong parts ordered, dept. was short staffed, etc.  Then they provided me with a rental car and assured me my car would be ready in a few days. I had the rental for over 3 weeks. When I finally picked up my vehicle after 11 weeks, it was dirty, smelled like oil and had no gas.  I was furious and could not believe the atrocious customer service but refused to waste anymore time disputing the situation. I drove the vehicle home and the engine sounded horrible and I could tell the repairs had clearly not fixed the problem. I did not feel safe driving it and was forced to trade it in immediately. This was by far the worst experience I’ve ever had with a car dealer. I will be contacting the BBB and I would advise anyone to avoid Colonial Ford and especially it’s Service department. C. Shaw Hudson MA More

Tough dealings I'll start by saying everyone I speak with is super nice. I've had to come in 4 times for a slow leak in one of my tires. I was completely put off o I'll start by saying everyone I speak with is super nice. I've had to come in 4 times for a slow leak in one of my tires. I was completely put off on the 3rd visit when they shared that they were replacing the tire, did not think they needed to because they could not share that there was any reason other than nothing else has worked. Each time I scheduled I asked how long and was told it shouldn't be longer than an hour if I came in first thing on a particular day they told me would be best. Each time I waited well over an hour in the waiting room. Again, everyone is super nice but right setting a customer's expectations is more important. The 4th time coming in I took it upon myself to drop off first thing in the morning and get a ride to my office. I'm happy I did because it wasn't until late in the day that I received a call that it was done. In the end, all that was needed was a new valve stem. Again, replacing the tire was not needed. I'll probably be back because it is a Fleet vehicle but not looking forward to it and will have to make sure I don't need the car for a whole day to leave it again even for a simple thing like a slow air leak in a tire. Sorry for being so brutally honest but feedback is a gift, please right set customer's expectations better. Michael More

Awesome service and customer service! My husband and I were recently traveling on 495North, hauling a 30 feet 5th wheel trailer and experienced truck problems. Not sure of who to contact, My husband and I were recently traveling on 495North, hauling a 30 feet 5th wheel trailer and experienced truck problems. Not sure of who to contact, I called Colonial Ford Of Marlborough, being the closest dealership near us. From the second I contacted them until we drove off the lot, they were professional, kind and empathetic to our misfortune. Sue at the customer service desk went above and beyond to help us and expedite repairs. Not only did they complete this big job on a Saturday and Monday morning, but they allowed us to park our trailer in the back lot for no charge. This of course helped us to keep the costs of the weekend's mounting bill a little bit lower! The diesel mechanic was knowledgeable and spoke with my husband with interest and concern. He even allowed him to see the faulty parts and explain the repairs. In today's world, not to often do you have the lucky experience to have people be so kind and display such professionalism and their love for the job. We thank Colonial Ford! and have told many people all about our experience!! Thanks You!! More

Friendly service staff, great service From the ease of scheduling appointments to completing the work, a pleasant experience. Only issue was I asked for all 3 wipers to be changed and they From the ease of scheduling appointments to completing the work, a pleasant experience. Only issue was I asked for all 3 wipers to be changed and they only changed the windshield wipers not the rear wiper. Not a big deal though More

Routine service Went in for routine service: GOF, rotate tires, and multipoint checkup. All way well...in and out in less than 1 hour. However, someone forgot to Went in for routine service: GOF, rotate tires, and multipoint checkup. All way well...in and out in less than 1 hour. However, someone forgot to doublecheck the hood latch. As I was driving on I-495, at 65+ mph, the hood latch disengaged. Fortunately, the manual release latch held until I could pull over and secure the hood. No problems, otherwise. Will definitely return for esrvice in the future. More