Acton Ford Inc — Local services in Acton

Purchased/leased my last three cars from Acton Ford and have had service there for last four cars. Always a good experience. Now for comments on my latest purchase, a 2018 Ford Fusion Hybrid Titanium. -First, let me say I am very happy with this car -The incentives were outstanding! The business manager, Liz Shuman, searched for and got the best deals for me without my even trying (FYI, still waiting on my BJ's gift card). Comparing the 2018 to the 2016 Fusion Hybrid Titanium I had just finished leasing, there were a few slight "oh wells". -The 2016 had a cigarette lighter type power port inside the center console as well as a USB port, the 2018 only has the USB port. -The 2016 had a "felt" lined glove box with netting attached to inside of the glove box door for easy storage/access to papers, etc. The 2018 glove box is uncovered plastic with no netting (looks like they did away with it from 2017 models to 2018). -I had asked for no dealer badging at least once and although I didn't see it on my initial walk around when I picked up the car, it is there and it appears to be stuck on tight enough that I won't attempt to remove it. -The passenger side outside door handle began sticking in the out position, making the door "un-closeable" since it wouldn't latch. My salesman, Charlie Arbeene, got me right in and it was lubricated/adjusted so it had stopped sticking. It appeared to start doing it again in a couple of days. I reported this and Dan (service manager) called me to bring the car in right away. Of course, by the time I got there it had stopped, but Dan insisted on taking it in and looking at it anyway (He also had the excess lubricant from the previous visit cleaned from the car door) I highly recommend Acton Ford for the over-the-top customer service culture that is found there. You will absolutely...

If this dealership's service department is any reflection of how this dealership is operated, buyers beware. I recommend avoiding this place. I was unfortunate enough to get stuck towing my vehicle here from another shop to replace some loose wheel lug nuts that the other shop didn't have in stock after a tire rotation. Although this shop was informed of the issue (i.e., the truck just needed some new lug nuts), they still charged a "diagnostic" fee and a service fee. In total, this shop spent 1.5 hours unscrewing and re-screwing 10-20 lug nuts, charging over $200... For unscrewing and re-screwing lug nuts, folks... If that really took that long, that's incredible. Just go somewhere else, if you can.

Response to owners explanation below:

1. The truck couldn't be driven away, so attempting to explain that I agreed to an estimate over the phone in a captive situation is no explanation at all. 2) As I explained to your manager, I have no issue with the hour of labor you charged to actually do the work and replace the lug nuts. I have an absolute issue with your half hour "diagnosis" of a swollen lug nut... Especially after the shop it was coming from explained the issue and I again echoed that issue to your shop... that's just disingenuous. Maybe a .1, if that, would've been reasonable. Anyway, you lost a customer and are building your reputation accordingly. But I certainly appreciate that you understand my perspective, doesn't change my opinion of your...

i recently took my 2013 Ford Focus in to diagnose a problem with the vehicle's audio system. My speakers would sporadically crackle and make loud static noise and then the entire audio system would go silent. i wasn't able to use the radio, CD, or Bluetooth features. Often, all audio would return the next time i used the car. This was such a random issue, i hesitated to bring the vehicle in, but thought, one day it's just going to fail permanently. i was initially dissatisfied w/the diagnosis and cost to replace the audio control module -- opted to hold off. i also came in w/a knocking sound that only happened when i shut off the heat /AC. Again, i was given a very $ quote to fix that too. The car is 8 yrs old and i had just paid it off, so i wasn't interested in dropping $2k into it for issues that i felt i could just live with a little longer. i bought a new battery as i was told my battery was weak. i must admit, i left feeling very deflated and dissatisfied. And when i returned home i wrote an unsavory review . However, i want to highly commend the Mgr ,Dan Summers, for reaching out to me both by phone and email and offering to work within my budget. It showed that Acton Ford REALLY does care about its customers and really does want to retain their customers. Because of his courtesy, effort and kindness. i will return to Acton Ford and continue to recommend Ford to my family...