Sentry Ford Lincoln

This whole fiasco initially started July 6 2023. I brought my car into Sentry Ford in Medford with the impression that the noise coming from my vehicle was the AC Compressor. I knew this was covered I brought my car into Sentry Ford in Medford with the impression that the noise coming from my vehicle was the AC Compressor. I knew this was covered under warranty. The next day, I was informed that the noise wasn’t the AC Compressor, but a cracked flex plate, which I was told was a recall item. They said they needed to take apart the transmission and apparently engine so they could photograph the part, send it to Ford for approval and put it back together again(the noise seemed to go away mostly). I picked up the car couple of days later and had an appointment for the middle of August to get the work done. The day before, I called to verify if we were good to go. My sales advisor Diana stated we were. Approximately 10 minutes later, Diana called me to inform me that would need to move the appointment because there were not any loaner vehicle. We made the next appointment for the middle of Sept. On August 28, 2023, while driving, my transmission stopped working. I spoke to the Sales manager Mark, who moved my car up the line so the work could get done. So on August 31 st, my car was in for service. They did not have a loaner vehicle for me. I was informed by Ford that I was eligible for transportation reimbursement up to $40 dollars a day for 10 days. I inquired what happens if it is longer and the answer was the dealership should notifies about the length of time for the repair. Being Labor Day weekend in Boston, it is impossible to get a rental car for under $40 is impossible, so I ended up taking ride share. On September 21, 2023 my car was ready they tried to charge me 1200(first time I heard this). They claimed the repair wasn’t covered. I immediately called Ford and they stated it was AND NOTIFIED THE DEALERSHIP. When I went to get the car, Mark did tell me there might be a slight oil leak and we needed to monitor the leak, He told me to come back in 30 days and if it was leaking they would fix it and I wouldn’t have to pay the deductible again. I agreed, was happy I was getting my car, paid the $200 deductible and went on my way. On October 2, 2023, an oil light went on. I immediately called and spoke to Diana. She told me to bring the car back in for them to check it out. As I was driving into the service bay, there was a decent leak coming from my vehicle. Diana told me they needed to keep it to figure it out AND they had a loaner for me to use. Finally, a loaner from the dealership. I got the loaner and was on my way. To me there was not a sense of urgency to get the car back. I just wanted them to make sure it was done correctly. On December 26, my car is ready!!!! They kept their word about the deductible being waived(as it should because it was in there for the same thing essentially). The car is very good and I can definitely notice the improvement. Sometime towards the end of November, I was constantly trying to find out the best way to get reimbursed. I wanted to send the receipts for my loaner reimbursement directly to Ford. They informed me it had to be done by the service department and payment would go to the dealership and THEY would give me the money. After I got my car back, I kept inquiring and was told multiple times by the dealership that my reimbursement claim was denied(I have the text) I called Ford and they told me my claim was paid to the dealership on Dec 20. They should have given me the money. Instead they used THAT money to reimburse themselves for the loaner they provided to me from THIER DEALERSHIP(Also have the text). . Be careful of their lies, shady dealings and trumped up charges. All calls to the GM and emails from Ford have not been returned. More

Through thick and thin, Diane went above and beyond to find National back order part and repair my vehicle. It did take longer than expected BUT the problem was fixed. As a loyal Sentry Ford Customer for find National back order part and repair my vehicle. It did take longer than expected BUT the problem was fixed. As a loyal Sentry Ford Customer for over 35 years, I know the quality of work and authentic parts. More

The absolute best buying experience in all the years I've been buying cars, which is 50 years. Two people contacted me within 30 minutes of my submitting an inquiry of the Lincoln I saw online. I was out of been buying cars, which is 50 years. Two people contacted me within 30 minutes of my submitting an inquiry of the Lincoln I saw online. I was out of the dealership within 45 minutes of taking a test drive. A new record. No haggling. The trade-in range was given to me up front before I got there. The salesperson Paul was knowledgeable and very personable. They even delivered the car to me in Maine for no extra charge. More

we took our 2015 explorer to sentry on may of 2022 . We spoke to diane and she was extremely nice. They kept the car for 5 days and during that timeframe she kept us informed. I have to say that the whol We spoke to diane and she was extremely nice. They kept the car for 5 days and during that timeframe she kept us informed. I have to say that the whole department including the techs did impeccable work. Above and beyond what any other dealership would do. We both are very satisfied and would buy another car there in a heartbeat sincerely jay and robin steinberg k More

I had my 2019 Ford Fusion towed to this location on 2/8/22 when my transmission stalled. After about a week, I was told that the transmission would need to be replaced (covered under warranty) and woul 2/8/22 when my transmission stalled. After about a week, I was told that the transmission would need to be replaced (covered under warranty) and would be a 6-8 week wait time. I was told a rental would not be reimbursed so I would have to pay out of pocket. Being that I had just bought the car used from another dealer in December, I have a third party warranty that could cover a rental. BUT when the dealer tried contacting numerous times to submit the service ticket in for the warranty, they never got a response. So I was still stuck paying out of pocket (thousands of dollars). While replacing the transmission, the mechanic called and stated that my steering rack was completely corroded and should be replaced. He said it would be much cheaper, only $2,000 because most of the labor was already being done while removing the transmission. When looking up cost for the steering rack, the part was well under $1,000, so that seemed a bit costly. The steering rack was also missing the dust boot so I asked them if they could just put one of those on. I was told that the dust boot was not sold separately from the steering rack. This was a flat out lie. So on 3/22 I was told my transmission was all set and I picked up my car the next day… finally. The dealership where I purchased the car (off lease auto) told me that they would look at the steering rack once I had my car back, so I brought it in today. After showing me that the steering rack was still in great condition (not needing replacement) they put on a dust boot that they said is a universal piece that cost $20 at most. But while showing me the steering rack they pointed out that my transmission was not properly put in and the main bolt was about to fall out (pictures included). When I called ford to let them know of this, they guy on the phone didn’t even apologize. He just kept stating that the transmission would not have fallen out because there is other bolts (besides the point). This seems absolutely absurd. Not only did they try to overcharge me for a repair that needed no replacement, they lied about not being able to replace a $20 part, did not help me out with rental reimbursement, but they also didn’t put the transmission in properly. I am disgusted by the service I have received from Ford. Brendan O’Donnell was the mechanic I was stuck dealing with. He seemed like a nice guy when speaking, but after all this I am thinking differently. I would like customer service to reach out to me as soon as possible. You should have my phone number on record. More

No one from Sentry Ford Lincoln ever contacted me so I had to search elsewhere for the vehicle I am looking to buy. had to search elsewhere for the vehicle I am looking to buy. More

Horrible service department. Have had my 2019 Black Label for 3 weeks for service no return calls. I will never use Sentry again, buyer beware. This is not the service and expectations set when I bought my n for 3 weeks for service no return calls. I will never use Sentry again, buyer beware. This is not the service and expectations set when I bought my new SUV. Yearly Details are included but they cant provide as they don't have detailers. I could go on. VERY DISAPOINTED. More

This was the worst customer service experience I’ve ever had. I scheduled an appointment for a check engine light with several codes (which I already had) on Monday, August 9th. When dropping the vehicle had. I scheduled an appointment for a check engine light with several codes (which I already had) on Monday, August 9th. When dropping the vehicle off I asked if they would give me a quote on my seat not reclining. After several attempts at responding to the text I received from (what I later found out was the service manager), I was hung on up several times. My vehicle had not been looked at by the end of Tuesday. I was never called by any member of the service team pertaining to updates or delays. Each time I spoke with them, they seemed inconvenienced that I was calling. On Wednesday, when I called, I was told it was the same 3 codes that I told them on Monday and further diagnostics was needed. I expressed that I was a single mom and needed my vehicle as soon as possible as it was 90+ degrees out that week. I was told I could pick up my car and bring it back, but it would be at an additional cost to me. Late Thursday afternoon, after having a friend call from another dealership called, he was provided details of the repairs, costs, and that my vehicle would be ready late Friday. On Friday afternoon I called and was told it wouldn't be ready until Monday. I told them this was unacceptable and asked for a loaner vehicle. None were available and the best they could do was possibly have it ready by close on Saturday. Saturday afternoon, I picked up my vehicle and the most helpful person there apparently did not even work in the service department. During the 6 days at your facility, I received ONE phone call regarding my vehicle. They never gave me a quote for fixing my seat. I felt as if I was being taken advantage of as a woman. I should have been offered a loaner vehicle on Wednesday when I expressed my concerns. This is a poor excuse for a service department and the service manager was extremely unprofessional and little to no concern for my concerns or needs. If you are a woman, I would suggest you have a man bring your vehicle in to be repaired. Otherwise, you will be taken advantage of, and treated poorly. It took 3 days of having my vehicle before they told me the same information, I gave them at drop off. I took for a male friend to call, before any details were provided about the repairs or cost. My vehicle was still not done when promised and the service department completely ignored my request for additional repairs. More

Service writers have no idea what there doing , tried to sell me a break job for double what I got them done for from another ford dealer. BEWARE!!!!! sell me a break job for double what I got them done for from another ford dealer. BEWARE!!!!! More

Will never return Had money stolen from my car, my battery "died" while in their care (conveniently notified after I had raised issues with their service), manager offe Had money stolen from my car, my battery "died" while in their care (conveniently notified after I had raised issues with their service), manager offered to pay for the battery but did not attempt to speak with me while in the office and reached out over an hour after I had left (at that point I was an hour away, at work, with no way of returning to take him up on his offer). Not communicative, rarely receive calls or updates on my vehicle, I regularly have to chase them for status updates. Will never return. Avoid at all costs. More