Tom Masano Ford Lincoln

I had excellent service at Tom Masano when we purchased our tires for our Lincoln MKS The service technician Angela was very friendly and accommodating. We got a service date immediately. We’re very happy with the continental tires. The ride is smooth. We were considering Michelin but they were pricey. The continentals will give better grip on the winter roads. Overall very happy with our experience at Masanos.

Masano did come get my vehicle. An hour late for pick up so I was late for work. They had the car about 2 days. The technician that worked on my vehicle this time did a beautiful job. But sadly, the car was STILL not detailed.
Skip ahead a few weeks to today 6−6−16, on our way for a family vacation. The convertor seal blew AGAIN. We are currently sitting on the side of the road calling roadside assistance.

I called yesterday around 2pm and spoke to someone who obviously doesn’t care if they sell cars. i asked for $ 2k off figuring they would at least call me back with another offer, never even got a call back. i guess their internet sales team doesn’t want my business. thats okay there are 10 other ford dealers closer to annapolis, md. i will just call the next one on the list.

Really not a good experience. I have a car under warranty and took it to them for an oil change. I told the service advisor that something felt wrong with the steering and the clutch (it’s a manual) was sticking to the floor, which is obviously very problematic. They did not investigate the clutch and told me the brakes needed to be machined for $ 200. I called another mechanic who had seen the car and they said the brakes needing to be machined was ridiculous, and that for under $ 100 I could just get new brakes altogether. I denied the «machining brakes» and got the car back.
A few months later and the clutch goes to the floor and will not go into gear. The master cylinder was leaking (and had been doing so for a long time), so they had to replace the transmission. A bearing was worn (my complaint earlier which was also misdiagnosed or not looked into thoroughly) and was causing suspension components to rub against the engine, meaning they needed to replace the suspension, brakes, AND engine. I was without a car for a month and received no loaner vehicle.
This dealership did not even look into let alone diagnose these issues correctly. I showed them the multiple pages of work (done by another Ford dealership) and asked how they could not find a leaky master cylinder and also asked why they did not check the suspension after I had made specific complaints to them about those exact items. Even the person I spoke to was surprised, he said to me, «Wow that’s a lot of work they had to do.» This advisor, who was reasonably friendly, talked to the service manager who could not care less. There was no apology, no reimbursement, nothing. They handed me a card with a phone number on it and told me to call Ford about the issues (even though their failure to look into the issues made everything worse and lead to a complete breakdown of the car).
They didn’t even go through the trouble of getting me a specific phone number, I searched for the number and it was the generic roadside service number for Ford.
Do not buy your car here and do NOT take it in for service, because their service department is about as useless as they come.

Came here to look at three 2015 model Mazda3’s. Called ahead to verify they were still available. When we got there, they didn’t tell us it was not available until after they had sat us in a couple of 2016 models for no reason.
The staff were friendly overall but the manager we spoke to said the car had just sold this morning… we called at noon. It’s a small dealership, they should know what’s going on in their own dealership.
I don’t want to say it was bait & switch because they did have other models very similar and similarly priced but it just felt like a very backwards process.
At the end of the day, they had their 2015 models listed lower than anyone else, to the point that it was already a really good deal. We tried to haggle a little bit but they absolutely wouldn’t budge, not even $ 1. That seemed strange. But whatever, my friend had to buy a car that day and the list price was already far below msrp.
Then my friend sat and waited two hours for the ‘financing’ dept…

Went to check out a car around 430, test drove it, and by 6, we were home with our lovely new jeep! All the staff was very friendly and helpful.

Terrible! Customer service has gone down hill fast. found out they we not fixing issues with my one vehicle properly which wound up costing me an extra $ 3K because they let the issues go… too lazy to fix I guess… then my service advisor (using the term loosely) was a total idiot. had my truck in there for an issue they supposedly fixed and did not (which happened three times) and I called and this person said… exactly this… YEAH, What do you want??? I hung up on him and have been going to Heritage Auto ever since… that was the last straw!!! It’s a shame because I have been purchasing cars there since 1992… never will go back

Car was in for a software update. Everything went well, car was completed on time and the staff was helpful in getting me in and out quickly. Also learned that ford uses a life time tranny fluid. No need to change it unless there is a problem. I’m guessing me they saved me a couple of bucks.

Fastest, car dealership I’ve ever been to. And the sales people are not pushy like others. Great experience.

We were looking at a used Escape Hybrid. After an extensive search by my husband we located a car at the Masano dealership in Reading. The car did have Ford Certified Sticker on the front window. My husband took it for a test drive and a thorough inspection by our personal mechanic. There was a seal that was leaking… Otherwise it was a good car and we saw the conflicting sign saying «as is» with no warranty. ???
When we returned the car, we wanted the seal fixed and we wanted the dealership to come down at least 200 off the price.
Lets just say, I felt like we were playing a game of deal or no deal. The manager could not be bothered to come out of his office to speak to us… And after giving us a 30 day warranty and 100 off… We walked away. Why? They said the seal wouldn’t be covered under the warranty… Even though the literature stated covers seals. They would fix the car and charge us their cost… No way was I paying them to fix a 20 seal and pay «their» cost. So the warranty meant nothing and we were not impressed with the white shirt sales tactic. I don’t care what statistics showed I gave them the price we wanted to pay… And they didn’t care. We were the customer and they didn’t listen to us. They kept showing me market availability print out reports.
So… We actually needed the car for a new job delivering mail. We spoke to our mechanic and another a Scott Car sales person from Allentown and they all said the vehicle is what we needed and we should probably get the car because we needed it for work.
We drove to the other Tom Masano dealership on Rt 61… And we asked them to have the car transferred to their lot and we’ll buy the car. The guys at that dealership were very nice and helpful.
SERVICE Matters.
When selling a car… They need to be able to work with the customers. Plus, I think the Manager at the Lancaster Avenue needs training on what the Warranty covers… Or the wording on the papers shown to us needs to be changed!

I had the pleasure of purchasing my new (used) car here almost a month ago. My husband reached out to the dealership directly when he found 2 of my dream cars online. Both were the same year/​model, but slightly different features.
When he contacted the dealership via email, we were immediately connected with a rep from the Auto Group. He called us right away to say hello. He was personable, accommodating. Heck! When the first car I wanted was sold, he immediately called my husband to let us know AND followed up via email.
The rep put us in touch with Cheryl shortly thereafter.
She was so easy to work with! The car I wanted wasn’t on her lot, so she drove to get it. We made an appointment with her and she was there, ready to go! Immediately we took the test drive and gave the car a once over. Cheryl left us alone as we inspected every square inch of the car — under the hood, under the car itself. We noticed a few things on the car and she had them fixed immediately!
How would I describe the process? The complete opposite of sales-​y. We negotiated, but it was never awful or ugly. It was never tense or what you envision your worst nightmare to be at a dealership. Even dealing with Sean, the business manager, was a dream.
They provided lunch for everyone, too! What a great experience.
I will gladly drive another hour and 45 minutes to get to Tom Masano!