McGovern Ford of Saugus

McGovern Ford of Saugus responded

Thank you for sharing your feedback. I am sorry to hear about your frustration, and I would like to clarify a few things. First and foremost, we take all customer concerns seriously, especially when they involve a previous repair. Our team was more than willing to inspect your vehicle and investigate the noise you described. However, since the concern occurs only during a cold start, we explained that the vehicle would need to remain with us overnight so our technicians could properly duplicate and diagnose the issue. I understand that being without a vehicle is inconvenient, and unfortunately, we did not have a loaner available at the time of your visit. I certainly understand your disappointment. I also want to address your concern regarding your previous review. We respect every customer's right to share their experience, whether positive or negative. Customer feedback is an opportunity for us to improve, and we would never intentionally treat someone differently because of a review. Please understand that our goal has always been to help resolve your concern, not create additional frustration. We remain happy to inspect your vehicle and determine whether the issue is related to the previous repair and covered under the applicable warranty. I would welcome the opportunity to speak with you personally and work toward a resolution. Thank you, Eddie Palomba Service Director

angelnerys@comcast.net responded

Hi! I scheduled the appointment about a week ago I explained the problem. Why I was never told that the car had to stay overnight. I lots a days pay of work. Got treated very poorly. I the transmission cost me over almost 14 thousands dollars. Going to lose another days work. All I can say the manager should not be running that place I wish you were there to see how I was treated. Like my time and money doesn’t matter to him. I went an talk to another ford dealer transmission technician. He told me he can diagnose the problem with out listening to the noise. I’m not going to buy what they told me. He just wants protected himself.

McGovern Ford of Saugus responded

Ron, thank you for sharing your experience. We aim to provide fast, communicative, and professional service, and I'm sorry that we missed the mark here. We're interested in making things right, so I'd like to discuss the details of your experience with you personally. Please contact me so I can better understand what happened and how we can help. Thank you, Peter Jameson - Collision Manager - (781) 231-1945