I have no idea how Baystate Ford can get repeat customers. I took my car to them for Service instead of my usual Ford dealer only because it was so close to my work. I was completely blown away at how terrible their customer service is as well as completely incompetent technicians. My car needed a simple fix that took 3 days and 3 separate trips back over the following 2 weeks to finally resolve. I was told it would be ready the day I dropped it off, no followup call that they forgot to work on it, just left me without a car to get home. I was initially charged much higher than quoted due to not including a diagnostic fee in the quote. I was treated as if I was a bother to them rather than a customer and they will not get my business in the future.
HORRIBLE, DISHONEST, FALSE ADVERTISING, ILLEGAL SALES PRACTICE. Spoke with Greg, Brett and Leo for 1 week prior to driving the 3 hours to BAYSTATE FORD in Easton, MA from Connecticut to purchase their advertised used vehicle.
My husband is a disabled veteran, and I have a traumatic brain injury.
Greg reduced the trade-in price for our vehicle by aprox. $3,000 after we arrived. We had disclosed all information pertaining to our 2011 Subaru Outback prior to our arrival, and were given a range of price for our trade in. We were told their used truck we ended up purchasing from BAYSTATE FORD was FULLY SERVICED, and SAFETY INSPECTION PASSED. We were told all their vehicles have a 60 day warranty, this is printed on their website. The truck we purchased was delivered 5 days later to our home, as it was not ready while we were at the dealership. I drove it 20 minutes, and it broke down, being rendered undrivable.
It had to be left at our local repair shop. We had our own safety inspection performed, only to find the truck needed extensive front end suspension repair, the power steering radiator reservoir was completely empty, rusted and leaking everywhere - completely visible at eye level. If a safety inspection, and full servicing had indeed been performed by BAYSTATE FORD, this would have been easily seen, as stated by our mechanic. BAYSTATE FORD refused to honor their warranty, and refused to pay for the needed repairs after the initial phone call. After numerous discussions, with each phone call being passed on to the next salesperson, BAYSTATE tried to manipulate us to pay the $2800 repair bill, minus a $500. credit they would offer. On the next phone call, a $500 discount on their $3200 extended warranty policy was offered, as long as we paid for the repair bill, minus the $500. We had been told previously we could only purchase their extended warranty program at the time of the sale, 5 days prior. WHY OFFERED NOW? We mentioned the Attorney General's Office, the D.M.V Dealer and Repair Complaint Division, The Massachusetts Lemon Law, and the Department of Consumer Protection Department of MA, The Better Business Bureau and BAYSTATE'S own written warranty only required the buyer to pay $100 deductible in the event of repairs. They then agreed to pay the bill. Now, BAYSTATE will not pay for the Enterprise car rental we were forced to take on during the repairs for 5 days, as they originally agreed to do, when we first reported the truck broken. Enterprise even acknowledged BAYSTATE has a charge account with them. We were passed from Greg Sargent, to Leo Stern, to Bill Capese with each conversation, NONE taking responsibility, all making excuses and arguing, NONE returning any phone calls. We have filed complaints with all the government agencies listed above, filed suit, and have notified corporate headquarters of their illegal activity, false advertising, and unprofessional sales staff. DO NOT BUY FROM THIS DEALERSHIP. IT IS AS BAD AS IT GETS. The BBB of MA. has 13 complaints registered against this dealership already - please take note of this!
I went to Baystate Ford thinking I had found the deal of a lifetime, an 09 Ford Focus for just under 9k. I saw in their ad that it required 3500 down, which was about what i was planning. The salesman I dealt with explained that you need to add the 3500 down to the asking price, and that alot of other places do it too. I didn't really believe what he was saying, but I unhappily agreed to still look at the car. It was in great condition and I really did like it. Although it was more than I was looking to pay, I was told they could help me on my payments and interest rate, again ok sure. I left to look at a few other cars that were similar in price but didn't have to add 3500 to...or so i thought. Even though one place didn't have anything in their ad about it, they told me i was to add 6500 to their 7500 Focus, PASS! The other focus i looked at had an accident on the car fax (which they refused to show me at first and tried to only give me an "Autocheck" that didn't show any accident. I don't if it is phony or just not thorough, but don't trust autocheck) and didn't sound right while I was driving. I went back to my computer and looked at a few other websites and the one at Baystate was actually a pretty good deal. It was actually almost 800 less than what edmunds says I should have paid. Long story short, I went back to Baystate and drove their focus. It drove perfect and was super nice. I said I would try to work with their price because it was pretty good, if they could really help me on my payments. They even got me a better rate than my bank could and got my payments to 195 a month which is why I wanted a 9k car originally. Even though you have to add 3500 to the price, it was completely worth it. Their car was so much nicer than all of the other ones out there.