Tom Masano, Inc., a Mercedes-Benz Dealer

It was a wonderful car buying experience at Tom Masano. We bought a 2017 Mercedes-Benz GLS 450. Their salesman Rob Peters was very nice and courteous all the time and the Manager Todd Soderstrom listened t We bought a 2017 Mercedes-Benz GLS 450. Their salesman Rob Peters was very nice and courteous all the time and the Manager Todd Soderstrom listened to us and took care of all our concerns. He also kept us informed all the time as things progressed. The Business Manager Brian Ingham explained the warranty, CPO warranty and extended warranties in detail to us. Rachel in sales explained all the controls and how they work. Overall a great, polite, and courteous team to work with. We definitely recommend this dealership for a smooth car buying process. More

Over priced and Care less I purchased my Ford Explorer 2015 (53,020 miles) at Tom Masano dealership. I have had my vehicle now for 8 months (miles put on 6,320) and within the I purchased my Ford Explorer 2015 (53,020 miles) at Tom Masano dealership. I have had my vehicle now for 8 months (miles put on 6,320) and within the first week my car battery was bad and car will no longer turn on. Thankfully, they did help by providing me with a new battery. Also, I have experienced another issue with my Ford, there has been a water leak that damaged my sunroof and other parts of my car. My warranty did not cover my expenses and had to pay out of pocket 1,000 plus. I asked if this car had any history on the drains of the sunroof before and I did not get the answer I was looking for. I have not drove this car since it was fixed. I am now experiencing a different issue with my car and it's making a loud noise on the passenger side and in the rear driver's side. I have inspected everything from the internal of my car and nothing is causing this noise. I keep hearing this noise inside the passenger's dashboard and in the rear. I know if it's something serious or the water leak damaged something else, that's going be another expense I would have to pay. I should not be experiencing these issues in 7 months, yes cars do break down or something stops working from it but I honestly car dealerships just want to make their money and could care less what happens next to their customers. I am now dealing with back-to-back issues on this car and regardless of the outcome, I will end up losing money again. I took my vehicle to get this noise checked and they did not find nothing wrong with my car. However, I did get charged a fee of 100 plus dollars for them to look at my car! If you are reading this review, my advice is reviewing the car faxes, bring with you someone who knows about cars, and don't buy a car from here if you are skeptical about the car status. I will never buy a car from here again! More

Went in for service for a check engine light diagnostics problem. After having the car for an entire day I got a call and they told me that the subframe had a rust hole that had to be addressed. They found problem. After having the car for an entire day I got a call and they told me that the subframe had a rust hole that had to be addressed. They found this hole during a “safety check” never mind that my car was there a month earlier for routine service and nothing was said about this hole. I took the vehicle for a second opinion and they could find no such hole!!! More

I just purchased a 2018 S-560, manager was friendly & helpful, salesman had very little time to spend, concierge was good but waited over 1/2 hr for my appointment, had some protection plans added to the helpful, salesman had very little time to spend, concierge was good but waited over 1/2 hr for my appointment, had some protection plans added to the paint & interior. I picked up my car after the protection plans added & was disappointed again with not all work performed, the tires showing under deflated, the windshield being dirty that the windshield washer doesn’t clean.... not impressed, but I don’t have an hour or more to continue running back & forth. I’m not impressed so far & wouldn’t recommend this dealership due to communication skills. Too much money spent to be treated like this! My last MB came from Lancaster where they truly treat you as a valued customer. I would give them at most 3 stars. Dennis Burkholder More

Does not stand behind pre-owned inventory I bought a used Ram 1500 in October of 2018. I was told they put new tires, brakes, and rotors on it. Within a day or 2 I heard squeaking and let Curt I bought a used Ram 1500 in October of 2018. I was told they put new tires, brakes, and rotors on it. Within a day or 2 I heard squeaking and let Curt Brown (who I bought it from) and he stated it was because they were new. not too long after I took a an hour trip. Once i got to 55-65 MPH, there was a terrible shaking and the right front air pressure monitor stopped working. After going back and forth with Curt about it being low tire pressure, they finally agreed to take a look. In the end they had Savage61 correct the issue(s). Over the course of the next couple of months the squeaking got really bad. So, as per their example and mentioning multiple times that they aren't as proficient with Rams, I took it to Savage61 to get the squeaking looked at. Savage61 said the brakes and rotors were all bad. Within 3 months, less actually as the squeaking was happening the entire time. The cost for me to have it repaired was 1300+. I attempted to get a hold of Curt multiple times with no reply back. Finally, 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 3 months and I would appreciate some reimbursement for the cost. They refused and said they stand behind their work, even though the brakes and rotors went bad within 3 months. It is VERY evident that once they make a sale, they could care less about the customer or vehicle they sold. More

GL63 AMG SIABC 10 reviews?·?4 photos 2 minutes ago I have purchased my 1st truly AMG at Tom Masano's dealership this morning. A 2014 GL63. I drove the car b SIABC 10 reviews?·?4 photos 2 minutes ago I have purchased my 1st truly AMG at Tom Masano's dealership this morning. A 2014 GL63. I drove the car back to NYC right after the purchase with out any problems. Meet briefly with Mr. Tom the owner and he was truely a professional businessman. A sales person by the name of German was assisting me with all of my questions and concerns over the phone since the beginning. Upon arrival I had a great experience all the way till the end. Within few hours I drive off with the car. Service was excellent, the vehicle was excellent, keeping in mind it's a used car, price was good, keeping in mind this is not a cheap bargain car, over all you get what you pay for But I made sure an exdended warranty was in place just in case. 👍🏻👍🏻👍🏻👍🏻👍🏻 Hope it all goes well from now on. Again, for now thank you!!! Oh by the way German immediately without any hesitation took care 2 things for me before leaving with the car. I will not go into details but you should ask and you will receive. 😄 More

Professional experience dealing with German Arroyo Ive purchased numerous luxury brands over the years from Mercedes, BMW & Saab. I can easily say that closing a deal & taking delivery of our new Spri Ive purchased numerous luxury brands over the years from Mercedes, BMW & Saab. I can easily say that closing a deal & taking delivery of our new Sprinter was on of the most professional & effortless experiences I've had the pleasure of experiencing. German Arroyo is extremely knowledgeable about the vehicles he represents. I was initially a bit skeptical about making a purchase from a dealer across state lines, but the process couldn't have been quicker or easier. German is avery responsive communicator, we dealt primarily via email & txt and any questions were answered quickly with the right amount of detail. Overall one of the best purchasing experiences I've had in the last 20 years. Will certainly be recommending Tom Masano Mercedes and specifically German Arroyo! More

They have an F rating with the BBB for a reason!!! I wish I would have looked at BBB rating and online reviews before going to this place. I can't believe Mercedes Benz tolerates all the complaints and I wish I would have looked at BBB rating and online reviews before going to this place. I can't believe Mercedes Benz tolerates all the complaints and bad reviews of this place. Apparently the owner of this establishment doesn't care either. My experience with the sales staff is no different that the rest of the people that went there and left horrible reviews with the BBB and online review sites. I had a confirmed appointment with Lori to look at a new Mercedes. I got there and was told that Lori would be with me in a few minutes, she was finishing up with another customer. I sat in the waiting room for 45 minutes before being addressed by another salesman (Neil) who said he could help me, and that Lori had to leave for the day. She left the dealership without even saying hello, when I confirmed an appointment on the phone with her. Neil informed me that the vehicle that I made an appointment to drive an hour earlier, was in fact already sold. I gave a 1 star rating only because 0 or negative numbers are not an option. More

Outstanding Experience It was truly a pleasure doing business with Tom Masano Mercedes-Benz. From the moment my wife and I arrived at the dealership until the moment we left It was truly a pleasure doing business with Tom Masano Mercedes-Benz. From the moment my wife and I arrived at the dealership until the moment we left we were given the red carpet treatment. The Tom Masano team of professionals exemplifies the high quality service you expect when buying a superb vehicle such as a MB. More

Illegal and Fraudulent Lien on Title Bought a vehicle outright from this dealership, walked in with $80,000 cash and drove away in a brand new SUV. A month later my title had not come in Bought a vehicle outright from this dealership, walked in with $80,000 cash and drove away in a brand new SUV. A month later my title had not come in the mail, so I called the DMV and it turns out theres a lien on it from Tom Masano. The GM Phil Hart says that it was a mistake but then said he was REFUSING to remove it. This is an clear example of illegal and FRAUDULENT activity and I can't even begin to understand how this is possible, as I own the vehicle outright. I now have an $80,000 paperweight, as it's not an asset until the title is clean. This review will remain on dealerrater until this is resolved. Let me say again....they put a LIEN on a vehicle I bought OUTRIGHT. I don't know how this was accomplished but that is completely illegal. More