Tom Masano, Incorporated

We've been dealing with Tom Masano Auto Group for years and we've probably purchased close to a dozen cars from themWe've also recommended them to quite a few peopleSo here's a little story about how they treat repeat customers In early Nov we purchased a Ram 2500HD from Tom Masano Ford used car dealershipIt came with the balance of the factory warrantyI wasn't able to register the truck on the Ram site until recentlyI found out the factory warranty expired in I got hold of my sales person at Masano and told her the factory warranty expired in She said her sales manager was off that day & she'd get back to meThe truck has issues that I'd like fixed (Windshield has something wrong with it that can only be seen at nightWhen oncoming car headlights hit it, it's blinding & you can't see anything; the driver's side door lock button doesn't work so I can't lock or unlock doors with it; the auto headlights stopped workingThe dash still lights up so I think the lights are on when they're not)I was told I could purchase an extended warrantyI said I wasn't interested in purchasing one, I was sold the truck with the understanding it came with oneI never heard backWe just spent $25,on an "as is" truck and there's nothing we can do about itThey wouldn't even give us a 2nd keyThey said their policy is to give keys, but only the key fobs that came with the truckThis thing is the key! You stick the skinny end in the ignitionNow we have to spend $100+ for a key for GregAfter this treatment I'd like to take it back & tell them to keep the truck, I want my $$ backI certainly can no longer recommend Tom Masano Auto Group to anyone#TomMasanoAutoGroup

Let this be a warning to everyone who has had any work completed at the collision center within the last couple years... apparently, they are now under new management and have been BACK billing for anything the old manager missed. I recently received a notification from my insurance company that a payment for over $2,000.00 was issued to Tom Masano Collision center for work completed in MAY OF 2015! When I called to find out what was going on (since they have already received the payment from myself and my insurance company back when this happened) the woman at the front desk (what a gem, she is) explained that since they're under new management, they have been finding missed items. Funny... I thought everything had been paid but apparently that needed to bill more! Luckily, I know I will never do business with this place again, but for anyone who is local, please beware! My insurance company is completing an investigation.

I bought a used 2000 Saturn LS2 from them for $2000.00.After 3 days the car broke down with a shredded serpentine belt. Tow truck took car to their dealership to fix it. Cost was $385.00.They made me pay the bill,telling me I bought it AS Is & would not stand behind their sale Few weeks later said car left me sit again. This time it was an alternator.Cost my &400.00 plus dollars out of pocket. Six months later car totally broke down!!! Engine is shot Car IS Gone!!!Had to buy other car-Not from them---ever again!!! Thought they would help me out. WRONG1! To me theres an element of trust when you buy a car tfrom a dealership such as Tom Masano==Wrong AGAIN1!! Done with them!!!

We found out that Tom Masano *** ran our credit through EIGHT different companies We have tried to resolve this on our own with the creditors as well as with the credit reporting agencies but they stated they needed a letter from Tom Masano so we reached out to them They have blatantly ignored out request (which isn't out of the norm/the reason we didn't want to purchase there to begin with) These inquiries are hard inquiries that are affecting our credit score and rating us very poor in that area of our report They also don't come off of our report for some time (years) The thing that is most upsetting about this is that they were aware we were flipping our loan to our credit union anyway - so WHY keep running it through all these banks? We asked them to please reach out to the creditors (and indicated which ones) or that if they sent us a letter, we would reach back out to them to rectify this issue This has been at least two months without word

I had my *** *** serviced twice at this Tom
Masano Dealership for 10, Miles Routine service maintenance.The first time they forgot to put Diesel Exhaust Fluid in when I asked several times to do it and failed to fix my voltage outlet
For the phone.The second Maintenance Service done on August 30,they did fix
Both of these.As I am a new antique dealer we went to a show in Massachusetts
When I was pulling in to do one of these shows the engine started to gush gallons of diesel onto the
Entrance Road and the Show Management told me to leave.I located a tow truck that towed us to a local Mechanic who immediately diagnosed the problem.He stated that at my last current maintenance
Service Tom Masano cracked and damaged the Fuel Reserve Inlet so the fuel line could not be properly attached.So instead of changing the parts their technician ruined he shoved the fuel line back in causing us danger and financial loss.Also we had to breathe dangerous diesel fumes eman

Let this be a warning to everyone who has had any work completed at the collision center within the last couple yearsapparently, they are now under new management and have been BACK billing for anything the old manager missedI recently received a notification from my insurance company that a payment for over $2,was issued to Tom Masano Collision center for work completed in MAY OF 2015! When I called to find out what was going on (since they have already received the payment from myself and my insurance company back when this happened) the woman at the front desk (what a gem, she is) explained that since they're under new management, they have been finding missed itemsFunnyI thought everything had been paid but apparently that needed to bill more! Luckily, I know I will never do business with this place again, but for anyone who is local, please beware! My insurance company is completing an investigation

I had my car down at masano service center times The first time I had taken tires in to get mounted and have all four balanced and alignment I paid them $something dollars and had assumed the vibration I was feeling would be corrected I drove off there lot and continued to feel a vibration in my steering wheel The manager told me I probably had a bent wheel Considering the car is a mustang and I swerve for ANY/ALL debris in the road, I know for a fact this wasn't the case I took the car back a second time and was told the tires were off on balancingThey rebalanced all tires at no charge Since then I noticed my car pulls to the right and the shaking is becoming extremely irritating I have caled and complained and I am getting no call back This morning I am taking it to a different dealership Furthermore I used to be very pleased with the service I received there my father brother and I have brought our cars there for service or have purchased vehicles from themMy mom needed an inspection on her car and I advised her to go there She parked her car outside and left it running with my 11yr old yr old and my yr old sister in it to see if they were able to get it in Someone from inside the service center proceeded to get into her car with the children in it and drive it across the lot without her knowledge and no appt scheduled She came out and saw her car and her children were missing She saw her car across the lot and got in She called me furious at the situation and advised me she was going to call the police I advised her not to because I never had issues there and called and complained Nothing was done about it I have been in the quicklane center previously and had the older gentleman throw my keys at me because I wouldn't purchase a $tire from them I paid $elsewhere I also ordered touch up paint from them and was advised it'd be in within days and they'd call me No paint, no callI walked into the parts department, and they told me they didn't even have an order for me How does that happen? I am overall disgusted I will never bring my car there for service or advise anyone to go there for anything In thay line of business, to satisfy your customers, you do what it takes to satisfy your customer Charging them a load of money and having them leave with the same issues is absolutely obsurdSpecially when you have had their business for 6+ years

SoI needed to replace the lower control arm on my MercedesIt had failed and had to be towedAgainst my better judgment, I had it towed to Tom Masano MercedesThey perform the work and charged me over $for a new lower control arm and driveshaftThe money isn't the issue, the issue is when you're working on a luxury vehicle such as Mercedes, you pray to God that your mechanic remembers to tighten the bolts holding the control arm in placeHad these fallen off, the results would have been catastrophicI had my friend tighten them to specs at a local independent repair shopThe bolts were about five turns from falling offThis is not the first time I have had an issue with MasanoLast year, they had to replace my serpentine belt , which they did, but they left the old broken one laying in the belly pan of my engine compartmentIt gets better, I went into the dealership today so they can see the video that I took and the service manager said "wow that is bad!" They pulled the car into the shop the service manager came out and we inspected it togetherhis remark was, "so it's fixed now, what do you want me to do?" So I asked him to compensate me for the labor or part of the labor since it was done incorrectly, to which he replied "I'm not gonna do that"So I asked "what are you going to do?" To which he replied "nothing!" while staring me straight in the eyeI asked the service manager if they road tested the car after the repair, and he said "generally we don't road test cars after such repairs." IT WAS THE DRIVESHAFT AND A MAJOR SUSPENSION COMPONENT AND THEY DIDN'T ROAD TEST IT? Also, they stated that they aligned the car How could this be done when the control arm is so loose that it shifts when you have it on a lift? The next step is Mercedes-Benz Of America

If had my vehicle repaired at the Collision Center in the past and the previous manager, Tom C., always took care of my vehicle, always explained things to me, always kept in contact with me and updated me and was very knowledgeable about working on vehicles and insurance companies The current manager at the collision center Tim Y***, severely lacks any managerial experience, is downright ignorant, never updated me while my car was being repaired, and is completely inexperienced in all aspects of collision repair He could not answer my questions, got irritated when I would ask him things, and sounded as if I was bothering or interrupting him whenever I would call I asked him where the previous manager went and he all but screamed at me calling him namesI will never take my vehicle back there again as long as that disrespectful, inconsiderate, ie is running their shop Whomever is responsible for hiring that man as a manager should seriously fire himself Because their business went right down the tubes when they made that decision So disgusted with their level of customer service its pathetic

I just purchased a new vehicle from Tom Masano and they have been hounding me to come back to them for a recall and they are hrs away from where I live I just had a new baby and this is a huge logistical issue with working too now Plus driving the new vehicle down there would be additional wear and tear on the truck, even if they offered to drive it down there
I did some further research as it did not make sense to me as to why I was being told I had to bring in a vehicle to their dealership and I discovered that Tom Masano *** is in violation of *** *** *** *** *** *** ** *** *** *** *** *** *** *** ***  The dealership can be subject to fines by the *** for selling vehicles without properly fixing recalls, like this one that was released on April 1st prior to when we bought the vehicle (purchased in July) Our family has been at risk for weeks It also sounds like they are trying to cover it up by not "marking

I bought a used Ram in October of I was told they put new tires, brakes, and rotors on itWithin a day or I heard squeaking and let Curt B*** (who I bought it from) and he stated it was because they were newnot too long after I took a an hour tripOnce I got to 55-MPH, there was a terrible shaking and the right front air pressure monitor stopped workingAfter going back and forth with Curt about it being low tire pressure, they finally agreed to take a lookIn the end they had Savagecorrect the issue(s)Over the course of the next couple of months the squeaking got really badSo, as per their example and mentioning multiple times that they aren't as proficient with Rams, I took it to Savageto get the squeaking looked atSavagesaid the brakes and rotors were all badWithin months, less actually as the squeaking was happening the entire timeThe cost for me to have it repaired was 1300+I attempted to get a hold of Curt multiple times with no reply backFinally, after threatening to make a call to speak to a manager I got a response (shocker)I explained that brakes and rotors should last MUCH longer than months and I would appreciate some reimbursement for the costThey refused and said they stand behind their work, even though the brakes and rotors went bad within monthsIt is VERY evident that once they make a sale, they could care less about the customer or vehicle they sold

This is the worst and most dishonest dealership I have ever dealt with! I called in on a Monday wanting to look at a Mercury Mountaineer that had been listed at $over the weekend and was now listed at $I asked why, and the secretary put me on hold to talk to the manager and the mechanicShe got back to me and said that they were planning on doing repairs on it but had not done them yetThat was why the price had been raised, which makes senseI asked if I could look at it before the repairs were done and she put me on hold againShe got back and told me that they could hold off for a few daysSo we agreed to meet on Wednesday nightI called in Wednesday evening and it turns out that they had the car in the shop when I calledI asked if they were already doing the repairs and guess what? They had already done themSo they lied to my faceI 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 liedI can handle a lot of stuff but lying is where I draw the lineNot to mention, they tried to say it cost several thousand dollars to replace the muffler and fix the ac unitTotally laughable but at the same time really sad, that people think this kind of thing is acceptableI 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 individualThey didn't even apologize! Save yourself and shop anywhere elseFeel free to contact me if you would like to know more about my experienceTexts and calls are welcome! I just want to save people from dealing with a company that practices business like thisIf 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.Smake sure you check them out on the Revdex.com websiteThis should tell you something lol I wouldn't wish theses scam artists on my worst enemy! How can you have unattended complaints filed with the Revdex.com and not be shut down?!

The financing department called wks AFTER the truck was fully paid for and they signed the papers and said we still owed moneyAfter explaining we paid them in full and was willing to send proof of purchace

From: [redacted] <[redacted].com>Date: Wed, Sep 13, 2017 at 1:54 PMSubject: Complaint resolvedTo: [email protected] complaint has been resolved with Tom Masano Ford Inc.

[redacted] <[redacted]>4:01 PM (17 hours ago)to me Id: [redacted] against Tom M[redacted] has been resolved. -[redacted]

We've been dealing with Tom Masano Auto Group for years and we've probably purchased close to a dozen cars from them. We've also recommended them to quite a few people. So here's a little story about how they treat repeat customers ....
In early Nov we purchased a Ram 2500HD from Tom Masano Ford used car dealership. It came with the balance of the factory warranty. I wasn't able to register the truck on the Ram site until recently. I found out the factory warranty expired in 2015. I got hold of my sales person at Masano and told her the factory warranty expired in 2015. She said her sales manager was off that day & she'd get back to me. The truck has issues that I'd like fixed (Windshield has something wrong with it that can only be seen at night. When oncoming car headlights hit it, it's blinding & you can't see anything; the driver's side door lock button doesn't work so I can't lock or unlock doors with it; the auto headlights stopped working. The dash still lights up so I think the lights are on when they're not). I was told I could purchase an extended warranty. I said I wasn't interested in purchasing one, I was sold the truck with the understanding it came with one. I never heard back. We just spent $25,000 on an "as is" truck and there's nothing we can do about it. They wouldn't even give us a 2nd key. They said their policy is to give 2 keys, but only the key fobs that came with the truck. This thing is the key! You stick the skinny end in the ignition. Now we have to spend $100+ for a key for Greg. After this treatment I'd like to take it back & tell them to keep the truck, I want my $$ back.
I certainly can no longer recommend Tom Masano Auto Group to anyone.
#TomMasanoAutoGroup

I had my car down at masano service center 3 times. The first time I had taken 2 tires in to get mounted and have all four balanced and alignment. I paid them $180 something dollars and had assumed the vibration I was feeling would be corrected. I drove off there lot and continued to feel a vibration in my steering wheel. The manager told me I probably had a bent wheel. Considering the car is a 2014 mustang and I swerve for ANY/ALL debris in the road, I know for a fact this wasn't the case. I took the car back a second time and was told the tires were off on balancing. They rebalanced all 4 tires at no charge. Since then I noticed my car pulls to the right and the shaking is becoming extremely irritating. I have caled and complained and I am getting no call back. This morning I am taking it to a different dealership. Furthermore. I used to be very pleased with the service I received there. my father brother and I have brought our cars there for service or have purchased vehicles from them. My mom needed an inspection on her car and I advised her to go there. She parked her car outside and left it running with my 11yr old 15 yr old and my 24 yr old sister in it to see if they were able to get it in. Someone from inside the service center proceeded to get into her car with the children in it and drive it across the lot without her knowledge and no appt scheduled. She came out and saw her car and her children were missing. She saw her car across the lot and got in. She called me furious at the situation and advised me she was going to call the police. I advised her not to because I never had issues there and called and complained. Nothing was done about it. I have been in the quicklane center previously and had the older gentleman throw my keys at me because I wouldn't purchase a $308 tire from them. I paid $203 elsewhere. I also ordered touch up paint from them and was advised it'd be in within 2 days and they'd call me. No paint, no call. I walked into the parts department, and they told me they didn't even have an order for me. How does that happen? I am overall disgusted. I will never bring my car there for service or advise anyone to go there for anything. In thay line of business, to satisfy your customers, you do what it takes to satisfy your customer. Charging them a load of money and having them leave with the same issues is absolutely obsurd. Specially when you have had their business for 6+ years.

Review: Were told needed battery cables replaced. Made appt and came in. Apparently parts were never ordered. Husband paid for them and returned 3 days later. Picked vehicle up later that evening. Were charged 1 hr.labor and 1 hr.diagnostic time because prior to having cables replaced we had issues that were told "would be taken care of by replacing cables, since we had new battery in 1/14 and altetnator was also fairly new about 1.5 yrs. Told us "shorted out wire somewhere but they didnt know where???" Again nothing done but now that evening my expedition 02 won't start leaving me stranded in a dark lot ALONE!open hood white corrosion like something seeped out of terminal.?? Took a jump and able to run but cannot start again. To date we have had to rent a car costing us $185 currently and have gotten NO phone call or contact whatsoever.Desired Settlement: Any and all damages repaired and that inc.replacing battery, alternator,etc...and anything else as well. Coverage of our expenses of rental car from thursday 10/30- present and still no word.

Review: I purchased a used [redacted] from this dealership a year and a half ago. Since then I have had 6 different problems with the car. Each time I take the car back for repairs it's covered under a warranty but this has caused long periods of time without a car to drive. The last time I was without a car for two months and when I did get mine back the check engine light came on 6 days later. This is the 2nd time that I have had a different problem within a week of picking the car up from a "repair". The dealership has the worst customer service imaginable (after two months of having my car they couldn't pick up the phone to tell me it was finished) and all they want me to do is bring it back so they can either milk the warranty company (the warranty is from a 3rd party) or sell me a brand new car. I always get the same reply when I confront them about my problems which is "good thing you have that warranty". The thing about that is that I only have the warranty because of them being dishonest in the first place. When I bought the car the one headlight was broken (one of the six problems). Instead of fixing the headlight they paid for part of the warranty under the agreement that I file a claim after having the car for a bit. They lead me to believe that this was an "extended factory warranty" so I assumed it was creative accounting on their part. Now I come to find out that the warrant is from a 3rd party who fights every claim and delays me from having my car? Dishonesty from the start and nothing has changed since.Desired Settlement: I want them to take this junk car back so I never have to see it or this horrible excuse for a dealership again!!!

Review: WARNING: Do not do business with this dealership!! In the first week of September 2013 I found my dream truck, the Mercedes Benz GL550 online at the Tom Masano website listed for $29,887. I immediately scheduled an appointment on the website and met my first sales rep [redacted] who invited me to see the vehicle (although it wasnt ready for delivery). Upon arrival and a quick inspection of the truck, I noticed the passenger-side air-shock was broke, and was told the dealership was waiting on back ordered parts. I also noticed a few other issues such as the worn running boards, and a missing navigation disc. [redacted] assured me everything that was physically broken would be fixed, except wear items. I proceeded to give [redacted] a $500.00 cash deposit - even after being told they could not discount the vehicle a mere penny, because Tom Masano Mercedes does not negotiate on pricing. On Monday September 16th (a week and a half later), I called [redacted] checking in on my dream car and was told my Mercedes was finished & ready for delivery. I went in for my 24hr test drive as offered per [redacted] and upon my arrival, [redacted] informed me [redacted] was mistaken and that I could not take the vehicle for 24hrs prior to purchasing. [redacted] then refused to even allow me to get behind the wheel for a test drive stating; "I'll drive and you can play with the components." At this point I couldn't believe how I was being treated and couldnt imagine a Mercedes Benz dealer treating customers in such a degrading manner. Regardless I endured the poor customer service because I believed in the Mercedes brand, and was not going to allow a few bad sales reps to stop me from owning my dream car. Upon returning from my test drive, and after waiting nearly two weeks from the time I placed my initial deposit, I was told I had only 24 hours to find alternative means to complete the purchase (or it would be sold) because no one would accept my credit application. I kindly asked [redacted] the finance manager to please give me 48hrs to secure the cash/funding for the vehicle. I was able to immediately secure funding from my credit union and two days later on 09/18/2013 I happily arrived to take delivery of my Mercedes GL550 - only to be greeted by manager [redacted] asking; "Do you have $30,000.00 cash in that book bag?" I responded saying "No, I have a check, charger, IPod, and insurance documents ". Upon completing the deal the finance manager [redacted] informed me [redacted] had agreed to finance me - after the fact. Later that evening while driving home I decided to turn on the fog lights & ALL the lights cut off... I didn't know what to do, so I stopped and put the light switch back in auto position, and when I got home I almost backed into the garage because the Parktronic didn't work. The next morning I noticed a 6 inch crack in the front windshield, I immediately went into work mode (as Im a lot manager of a rental car agency) and discovered the oil hadn't been changed, the navigation system still didn't have the disc in the unit (only to find out later the navigation/dvd system was broken), the sunroof wouldn't close automatically, the childproof lock was jammed (so the truck wasn't safe for my children), and the rear brake light was completely blown out. In addition, I discovered the front air suspension was releasing air whenever I drove over anything uneven and the air suspension in the rear sits lopsided when parked. I immediately called the manager [redacted] about what I discovered and to my disbelief was told "it wasn't like that when it left the lot" I then replied and asked "doesn't the 30 day law apply?" he said No, and then proceeded to initiate and engage an argument with me. I told him I've never been to a Mercedes-Benz dealership such as this one, and informed him I've been to all of them in the area including [redacted], [redacted], and [redacted] and the way I was being treated at Tom Masano was totally unacceptable and far from what I expected. All of the problems I named that are wrong with this vehicle [redacted] said he would fix except the Navigation, which is approximately $4000.00 and that I would be responsible to pay roughly $200.00 (half) to have the parktronics fixed stating "he has to pay his labor ppl". (This is yet to be seen as Im not holding my breath based on the way Ive been treated thus far.) I recommend and encourage everyone to stay clear away from Tom Masano in [redacted] PA if they are looking to purchase a new or used Mercedes. You will definitely not get your moneys worth, nor obtain the true "Mercedes-Benz" experience.Desired Settlement: I would like the navigation fixed, the hole in the rear passenger air-suspension, the cracked windshield, the parktronics, & the oil wasn't changed.