Very pleasant experience dealing with Carly at the service desk and having my Ford Focus St serviced: oil change and state inspection $78. And they washed my car. Carly was very nice and even the technician was pleasant. I will go back again. read more

Having just purchased a used Toyota Rav4 from Tom Masanto's BMW dealership last week, I highly recommend that you have your own mechanic review any used vehicle before purchasing. My son bought his first vehicle from this dealership (based on my recommendation to buy from a reputable dealership, rather than a third party), and after just 28 miles (the drive home) we noticed the car smoked significantly when started after sitting in the driveway for 5 days. Immediately upon noticing this, we contacted the dealership and were informed that the vehicle passed their service review / inspection, and although confirming that it smoked on cold starts (we returned the vehicle immediately so they could check it out), they indicated it was a used vehicle and therefore they had no responsibility for any repairs based on their limited warranty. Specifically, they said we should have noticed it when we test drove it. Interesting enough, the vehicle was sitting out front both times we test drove it, so it wasn't a cold start. You can decide if this was by design or not. I have my own opinion. In any case, they told us to bring it in for a diagnostic, and after leaving it for the week, and confirming it was smoking, they wouldn't agree to evaluate the problem further. When asked about their diagnostic, they said they did a "visual inspection". I already knew it was smoking...I have eyes too! Watch this site (and others) for an update, including more detail on the entire experience, along with more information on the "visual inspection", and BEWARE!!! read more

Worst customer service and car buying experience ever! Purchased a used vehicle from them where I had repeatedly asked the same question to the sales person and to find out it wasn't a true statement. Fought to get the issue resolved, but wanted more money out of me, though it was them who wasn't upfront and honest, no apologies, and absolutely no resolution to the problem unless I shell out more money them. They also took what I said to them only to turn around to put the blame back on me. Some customer service, never again will I deal with this dealership. All I can say is karma is a bitch! And like they say, it takes months to gain a customer and seconds to lose one. Well they just lost one and also social media is now the big thing so it be a lot easier to spread the word! read more

Service department is a joke. Parts department is a joke. Employees would barely look me in the eye or even speak to me. I asked questions and was blatantly not helped. I left unhelped. The pricing for my key and programming request was over $250. I left annoyed and unhelped. Questions about my car went unanswered. I went to Fred Beans and hd a opposite, wonderful experience. My key, programming and code reading request was $100 total. Employees were super nice. Knowedgeable service department. There is no reason to go to Tom Masano. There is a provably better dealership just a little further away. This dealership sucks. read more

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. read more

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. read more

I found Tom Masano by seeing a listing for cars they sell under Cars.com. I contacted them about a vehicle and was told via email that the car had issues and needed repairs. Nowhere on their website or on cars.com or even Carfax was there anything listed about items that needed repair. Then I asked their person via email to give me some recommendations based on my listed requirements. That person sent me 2 links to cars they had. Both were great. I asked for a used car under $5000, under 100k miles and not needing work and inspected. I thanked the person and asked be contacted by a sales person. When I was contacted by the sales person I was told these cars were sold AS IS and could not be financed unless I had made at least $1800 a month. I never saw anything on any website about that. They wasted my time. I thought they were able to accommodate me. They are not. They are not worth wasting any more of my time. read more

This is the worst and most dishonest dealership I have ever dealt with! I called in on a Monday wanting to look at a 2006 Mercury Mountaineer that had been listed at $4900 over the weekend and was now listed at $7700. I asked why, and the secretary put me on hold to talk to the manager and the mechanic. She got back to me and said that they were planning on doing repairs on it but had not done them yet. That was why the price had been raised, which makes sense. I asked if I could look at it before the repairs were done and she put me on hold again. She got back and told me that they could hold off for a few days. So we agreed to meet on Wednesday night. I called in Wednesday evening and it turns out that they had the car in the shop when I called. I asked if they were already doing the repairs and guess what? They had already done them. So they lied to my face. I will never consider doing business with a company that treats customers like this! If they had just told me up front that they couldn't that's one thing but they lied. I can handle a lot of stuff but lying is where I draw the line. Not to mention, they tried to say it cost several thousand dollars to replace the muffler and fix the ac unit. Totally laughable but at the same time really sad, that people think this kind of thing is acceptable. I work in customer service and, in the line of work I'm in, we would be out of business in no time but I guess with a company this size they don't have to care about the individual. They didn't even apologize! Save yourself and shop anywhere else. Feel free to contact me if you would like to know more about my experience. Texts and calls are welcome! I just want to save people from dealing with a company that practices business like this. If I could leave a negative star rating I would! I am absolutely disappointed with this business and their whole team! Thanks! (484-four six seven-1744) P.S. make sure you check them out on the BBB website. This should tell you something lol I wouldn't wish theses scam artists on my worst enemy! How can you have 11 unattended complaints filed with the BBB and not be shut down?! read more

I wish I could give this place 0 stars! I bought a used 2013 Buick Encore car from Masano back in June. Salesman was a Diego Lamar. Day of sale this Diego told me that car had never had an accident which was not true. My mistake being an inexperienced car buyer was not checking Carfax at the time. This Diego person gave me the Carfax AFTER selling car to me when I went back after a neighbor pointed out a mismatch in the paint and other signs that car had been in an accident. Diego stated that "car had been in a little accident and Masano dealership "did not give out Carfax reports unless accident was serious". I decided to keep the car but since then I have had several other issues with the vehicle: lights out over license plate, air conditioning issues (which they told me it would cost 1500 to fix), etc. I took car back today (09/12) and asked for owner. Diego lied (again) and told me that owner was not there but he actually was and upon listening to my complaints he stated that dealership would take car back. He then went back to his office and when he came out he stated that they WOULD NOT take car back. He wanted me to buy a warranty for almost an additional $1000 to fix he problem. I am guessing that he was made aware by salesman that if dealership took car back they could not sucker someone else into buying it. Salesman and other staff at the dealership were extremely arrogant. Very deceitful practices by personnel and 0 customer service. Beware! Stay away from this place! read more

I will never purchase from this dealership again. I purchased 2 Ford Trucks and 1 Lincoln MKZ, which by the way had to be returned twice in the first 2 weeks of purchase bc the driver side door almost fell off and was not installed correctly from the factory. You would think they would back their customers. I had a 36 month lease with 19,500 miles per year. I paid every single payment, was never late, and I returned the vehicle with normal wear and tear. I set up a time to return the vehicle with my salesman. They never once mentioned anything about an inspection and if there was one to be done, why didn't they have him present when I returned the vehicle? Low and behold the inspector did not inspect the vehicle until a week later. I just received a bill for excessive wear and tear in the amount of $1,100! Keep in mind the vehicle has almost 60,000 miles. I reviewed what they claimed to be excessive wear and tear and it is a complete joke. What these thieves didn't count on is I have worked in insurance claims for almost 20 years and deal with wear and tear issues and vehicle evaluations on a daily basis. Excessive wear and tear is stained seats and carpet, dents in the body, cracked dash board, tears in the seats, broken seats or broken knobs. None of this was present. tiny wear holes on the driver side floor carpet where the shoe of my foot rested for 3 years! It wore away the carpet. A small gauge in one of the tires sidewalls which by the way was inspected by guess who? Yes that's right, the Lincoln Service Department where I bought it and they said the tire is perfectly fine and has half the tread left, It even passed inspection! and then there is the scraping on the bottom of the right front bumper. Yes, a vehicle that sits low to the ground does some times bottom out over a 60,000 mile period. And you would think the dealership would step up for their customer. Nope, a little extra money is more important. So do yourself a favor, do your research. Find a dealership who backs their customers and do everything they can to take care of their customers. This dealership is not one of them. read more

Tom Cirafisi is the worst Body Shop Manager EVER. VERY rude and degrading... Abusive towards faithful customers... Point blank he is a jerk... read more

Tom "BAIT AND SWITCH" Masano - today is the THIRD time in the past couple years that I inquired about a truck advertised online and just like the two times before (except the first time I made the mistake of driving to the dealership to be told "Opps, the man over there just put a deposit on that truck!') the truck "just had a deposit put on it." Today they were so arrogant that they sent me the email saying the truck was not available but here is the link to our website with other vehicles and the same truck is still on their website, Cars.com, Autotrader.com and Cargurus.com. They advertise a truck with a price that is way too good to be true because IT IS NOT TRUE!!!! DO NOT WASTE YOUR TIME WITH THESE CROOKS!! read more

Buyer beware! I'd give Masano Ford ZERO STARS if I could. Stay away from this dealership at all costs. Liars work there. Set up an appointment at 2 pm to look at a car right after work at 4 pm with my Wife and Son only to arrive at the Dealership and see a sold sign on the car within two hours or less of our appointment. This was to be his very first car and first car purchase. Guy at the desk told us that someone from their BMW Dealership is holding it for a friend. To really piss us off he said they tried to call us twice but our number was out of service. All after he read our phone off the computer to us. And then had the nerve to half hearted ask us if we wanted to look at anything else. We called home as soon as we walked out the door. Needless to say our number was NOT out of service. Wasted trip rushing there, and a dejected kid who was looking to buy his first car. So I get home and call Masano Ford THREE times and get disconnected all three time. Then I finally talk to someone, who happened to be clueless and unsympathetic as well. So then leave them an online message telling them how I appreciated the STELLAR service and understood exactly why they carry an AWESOME 3.4 out of 5 review rating, only to get a generic message from them telling me to call the same number I called three times already with no success. RUFKM??? Worst part was my kid seeing the car and loving it only to find out how businesses really are and how rotten people are. Never again with this place and I will tell everyone I know to stay away as well. If they lie about that, what else are they lying about when they sell cars?? read more

Buying process went well. If you need to go for service, Beware. It is poor. They make you think your in idiot. Watch what they do. Cause it's not much. Would not recommend. Bought multiple cars from them. And if you call them on it, they don't care. read more

I had a great experience though the process, however, the battery died within a week of my purchase and they said it wasn't covered. Regardless of what's under warranty, the right thing to do would be to pay for the battery. Customer loyalty is build by decency and this would have been a small price to pay for it. read more

Their business model is to purchase many cars at cheap prices at car auctions through five neighboring states. They purchase mostly fleet vehicles, which they never admit to you, which means they are likely rental cars that have very poor maintenance records. They purchase higher end vehicles, like Infiniti, BMW, Audi, Acura. They will tell you they perform a 128 point inspection. They don't. My car, an Infiniti, had the battery die the very next day after purchase and the both serpentine belts failed within one month. This was also after the sales Manager from Tom Masano Mitsubishi, Todd, had told me they performed a 60k mile service. There is no way they ever looked at this car before selling it to me. I will take some of the blame, but in the end, Phil, a sales guy at the used car center and Todd are garbage. I would never recommend anyone to the Tom Masano group as their business model is not for repeat business, rather high volume of cars sold at whatever the cost to their reputation, which can't be that great, tv commercials not withstanding. Did I add they have an "F" rating from the Better Business Bureau, which is really hard to get, unless you don't care about your product. Most of the complaints are related to bad cars. Check it out yourself. read more

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 read more

This business is a joke. Trying to buy a car from these guys is like dealing with the 3 stooges. They lie about their vehicles in their descriptions, telling you they include stuff which they don't to get you to inquire, then string you along for a while before some inept salesman, in my case someone named Curtis, either leaves you hanging for days on end, or further lies about the status of the vehicle, I guess in order to get you on to something else. I've never seen such a worse salesman in my life .. although I'm not sure if its him personally or the business itself. I finally gave up trying to buy from them, I can't imagine what they'd be like after the sale ... actually I can! My first ever negative review of any business, felt I owed it to anyone in PA considering buying a vehicle. read more

First things first. Both we and my wife have been in customer service most of our lives. So when I go to a place expect honesty and truthfulness. We ended up getting neither. Now both me and the wife went there on Monday to look at a car. Now we couldn't get a car do insufficient income, so we would need a cosigner to help. Now we offered to put down a deposit to hold the car we liked, but the sales agent said he would hold as a verbal agreement. We agreed to the agreement. The agreement was that we would let them know by Wednesday close if our cosigner would help us, and they would contact us if the car sells prior to that time. On Wednesday we get a hold of our cosigner and drive down to the dealership to start the sell. To find out the car was sold and been contacted about it. The agent that tells us this apologizes, and tells us that the other agent should have not made such an agreement with us. Here's where a call BS on them both. The agent we talked to on Wednesday was the same one the other agent explained the agreement to on Monday. So now this company will not get my business nor can I recommend them to someone else either. read more

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

I went to Tom Masano excited to check out a used car that was exactly what I was looking for. All the sales people were busy assisting customers except for Curtis, he didn't go out of his way to ask if we needed assistance, when we approached him he was less than interested in working with us. It's the Holidays and we were in good spirits and in my opinion, easy to work with. When he brought the estimate for the car I wanted to trade in, he was rather rude more or less saying it was a shitty car. I mentioned that I had looked up the blue book value and he very sarcastically said "lets see if that's true". Taken aback by his demeanor, I said that he didn't need to be sarcastic so he continued to reply in a robotic manner that "he takes his job very seriously". I would have liked to try to work something out, but he made me feel like I wasn't worth the time. This is not the customer service I would expect from a car dealership. I am deeply disappointed in the service we were given. read more

They push you to buy the extended warranty, then when you have an issue and need to use it, things are conveniently not covered. Very disappointed. read more

Love the service, always top notch.. Always pleasant, explanatory, helpful and customer service oriented.. Never had a bad experience there, ever. read more

First impression when I arrived should have warned me to go elsewhere. I was told to stop in anytime however when I arrived I was sent to the Ford building to meet with someone who had no idea I was even coming in spite of emailing multiple times the day before. I then found a receptionist who tried to page the person I was to see & she got off the phone completely disgusted. I was then told they would find someone to show me the vehicle I had come in to test drive. I had a pre approval for financing & was currently leasing a car. I expressed my concern for having to turn in my car & not having another vehicle. I provided all the financing paperwork & was told multiple times everything was in order & I should just go ahead & turn in my leased vehicle. After asking the salesperson not once or twice but FOUR times if everything was in order I turned in my car at Tom Masano BMW several days prior to lease end.I then received a ride to the used car/Ford dealership .The vehicle I was purchasing was sitting by the door ready to go.I was waiting to sign the rest of the paperwork when someone from finance who I'd never met before came out to the salesperson's desk & proceeded to tell me that the dealership could not sign off on the financing. The salesperson kept apologizing over & over however when I asked him to call the other Tom Masano dealership to get my car back I was told the car was already grounded by BMW. So I was left sitting at the dealership with NO CAR. I was then sent out to the lot by myself to try to find another vehicle. The salesperson showed up 10 minutes later in a golf cart to pick me up. The dealership arranged for a loaner for 3 days however I never spoke to the financing person again & the salesperson simply kept muttering that this had never happened before in the entire history of the dealership.....What an honor. I had a very bad experience with Tom Masano Collision center several months before but for some reason I gave this company another chance. Very BAD CHOICE. Unfortunately I spent a small fortune renting a car thru Enterprise due to this dealership's complete incompetence. read more

In february 2016 I brought a 2010 dodge Journey with 60,000 miles on it. They were very attentive during the buying process and gave us great customer service. We had a 90 day warrenty and were convinced that the car was in great shape. This past sunday my car began to overheat and we took it to our mechanic. We son learned that the engine had seized and was no good. We also learned that the original engine had already been replaced before we brought it. We called the dealership right away because we only had the car for one year and three months. We couldn't' believe that the engine was no good and further more that the engine had been replaced and we were not made aware of it because they wanted the sale so bad. Ton Masano auto group refused to help us and acted as if they didn't care. They are a certified used car dealership and are required to fully inspect cars before they sell them. When I brought this up to the manager he said "they don't inspect the engines". My husband and I were completely shocked. They offered no help and didn't even want to return our phone calls. There is no way our engine should have seized after a year. We were simply sold a piece of JUNK! Tom Masano auto group will to anything to sell you a car, even lie to your face. Their corporate office will be hearing from me. Do Not Buy A Car From Tom Masano Auto Group!! read more

Me and my fiance went to look at a truck he found online. it was a 2010 with 30 some thousand miles. When we got there we went in this lady was sitting at a desk and goes "Did you need something?" with an attitude. She never told us her name or even asked us what our names were. So my fiance said he would like to see this truck. She rolled her eyes and huffed saying "I guess I have time to show it to you" (mind you it was 1:00 pm) We went out and looked at the truck. The first thing we noticed was the front tire was flat. he started the truck and it made this really loud squeeling noise (like a bad belt) he popped the hood to look under it and she goes "ummm what are you looking at?" he ignored her. he crawled under the truck and the undercarriage was rusted. And yet agian she goes "WHAT ARE YOU LOOKING AT??" and then followed it up with "all our preowens go through a 128 point inspection." at this point my fiance was sick of her and goes " oh really so explain to me how the tire is flat, its making that loud ass noise and the undercarriage is all rusted?" her explination was they are having a hard time keeping air in that tire, the undercarriage was rusty from the test drive the day before when the roads were wet and that loud noise was probably missed because they had "the radio up to loud while doing the inspection." she was very unprofessional and treated us, the possible customers as if we were scum. we will never go back there even if i would get another sales associates. read more

Went to the Masano on Route 61 - WORST customer service - actually no customer service - My mom was ready to purchase a car that day - went there after visiting website - was in the parking lot 10 minutes looking around no one came out - went to the door a salesman named Jim pops his head out and ask if he can help - I stated none of the cars we looked at had pricing and was pricing available - he told me all the pricing is on the internet - and if we wanted to see any cars come back and get him. He turned around and left - sorry I did not want to spend the afternoon looking up the pricing on my Iphone - immediately got in my car and left - went up the street to Bob's Cheverlot dealer - was in the parking lot no more than minute and a salesman approached us to assist. Within 1 hour my Mom bought a 2007 SAAB. Also Masano's website is very deceptive - they do not show all the damage on the used cars they sell and most have no warranty. read more