Shawn Hillegass | Page 2

Service Dept has very poor knowledgeability of their products and responsibilities as a certified Ford Warranty Service dealership. I would not do business with this dealership again. I purchased my v products and responsibilities as a certified Ford Warranty Service dealership. I would not do business with this dealership again. I purchased my vehicle here and had a most satisfactory experience with the sales team. Unfortunately, their service department falls far short of an acceptable level of professionalism, experience and knowledgeability and an arrogant unwillingness to listen to the customer. In the end they honored the warranty after two weeks of back and forth hassle but determined that any future warranty service related to this vehicle will not be honored. “You’re on your own” I was told. More

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A GOOD JOB AS ALWAYS AND DONE DESPITE A FALSE FIRE ALARM AND THE BUILDING HAD TO BE EVACUATED GOOD JOB! AND THE BUILDING HAD TO BE EVACUATED GOOD JOB! More

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Worst Customer Service available Storytellers and liars. Two vehicles in for similar problems, 3 years apart. First vehicle bumper caved in on return, my body shop had sent over so they took care of repair. Two vehicles in for similar problems, 3 years apart. First vehicle bumper caved in on return, my body shop had sent over so they took care of repair. Repair report let me know that brake booster was in need of repair. How caring! How about the bumper? 2nd vehicle has clear coat rubbed off on bumper facia, chip in fascia from flexing, and headlight out of alignment. 1st issue never brought to their attention until 2nd issue came to a head. Asst Srvc Mngr wiped away clear coat, said all set, and then proceeded to freak out when I raised remaining two parts of damage. Yelling and swearing at me, like I made this all up. Can’t write this xxxx. Never, Ever, trust this establishment to do the right thing, and particularly do not trust the Asst Srvc Mngr, Vehicles sit for days, and then advisors say unable to find problems they never looked for. Do not waste time we these people. More

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I'll start off with I have purchased or referred 8 cars in 8 years with Jannell. Eddie Clark in sales has been an absolute dream to work with! His attention to detail, understanding my needs and making t in 8 years with Jannell. Eddie Clark in sales has been an absolute dream to work with! His attention to detail, understanding my needs and making the entire purchase process as easy as possible. For service, Shawn Hillegass has consistently gone above and beyond to ensure my vehicles are serviced, safe and stands behind his departments work! I will never go anywhere else! Thank you Jannell!!! More

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Jannell Ford of Hanover is an absolute joke and embarrassment to the Ford name. I bought my 2018 f150 xlt 5.0L V8 3 years ago Brand New with custom work done, had all my services completed at J embarrassment to the Ford name. I bought my 2018 f150 xlt 5.0L V8 3 years ago Brand New with custom work done, had all my services completed at Jannell Ford, and a few weeks ago in May I started having an issue on my F150 where it would completely randomly stall out driving on me. This is a HUGE safety concern and issue for not only myself but other innocent drivers on the road. I brought it to the Jannell Ford to the service department (don't remember the exact tech, so I'm sorry that all the techs in this case FAIL because of the one bad tech but take ownership and work together as TEAM ) and I brought proof of the issue with me (footage of the truck stalling out on me just pulling out of the gas station, or just pulling out of my driveway at home) the tech there became very defensive about the situation, and I was completed appalled by this. I said this can’t happen, so he offered to keep it and see what was going on. They originally weren’t going to give me a rental at all, but I fought about as I’m an electrician so I use my truck for ladders, cables, pipes, etc and they gave me an SUV HYBRID (seriously?) but I was reluctant to take it as I still need a vehicle for work (also I have the regular warranty (powertrain AND the extended warranty on this truck because again it’s for work, I barely broke over 50k miles on the truck). A few days go by and I hadn’t heard anything, so I called Jannell, the same tech, and said well we haven’t looked at it yet…I’m like why not? His response was well we don’t know what’s wrong, we had to submit to the Ford Engineers about this so were waiting to hear back from them. A few more days go by (now this point it’s been a week since I haven’t had my truck) no update. I said to the same tech, “Shouldn’t you start troubleshooting it with the error codes and start checking parts?” he was VERY combative about it “Why would we start doing that?” “I said well…it’s a FORD and you’re the tech, I really shouldn’t have to tell you how to service a vehicle or perform basic troubleshooting techniques at all, as I’m in the trade and I would start there and take ownership of the situation.” His response was along the lines of “Well I’m not doing that, I’m not replacing parts or wasting my time on this.” I was so disgusted with this response, I said “Excuse me, but isn’t it your job to work on Ford vehicles as you’re a tech for the dealership and you get paid to perform said duties, if anyone’s time is being wasted it’s MY TIME as you have done NOTHING, you’ve offered no solution or insight to my situation, nor are you sympathetic or show any compassion about this. So I’m sorry you feel like you’re wasting your time, as I’m the customer of Jannell Ford and you’re the tech, you should be offering a solution and not complaining about the situation or feel like I’m wasting your time as it’s mine you’re wasting.” He went back and forth with me about this and I told him “You know what I need the truck working, figure it out but I am going to call the main corporate of Ford and let them know how unhelpful you are, how intolerable you’re a treating a paying customer and on top of that your lack of compassion on the situation. He said “Whatever, the truck is just going to sit here. We’re not going to start pulling parts, or testing them, or replacing them anyways.” I called corporate on the situation, told them about the tech there and the abysmal service I had received, I got the typical corporate response “We’re sorry, but we need to wait on the engineers on this situation, blah blah.” No solution from Corporate other than “You just have to deal with the dealership.” Well…how can I if the tech there doesn’t want to do his job to service the truck or even reach back out and run it up the flag pole to see if they have any idea/solution to resolve this matter. I ended up going back down to the Jannell Ford to pickup my truck, which still is stalling out because I bought the truck for work for all my equipment and tools, as it meets the necessary requirements to fulfill my job and not some bogus HYRBRID SUV that the dealership gave me for a rental (like seriously, you couldn’t even get me a TRUCK at least something comparable to my F150 XLT to use until you fix my truck!?) The dealership has still not heard back from Ford Engineers (I doubt they even reached out to them, to be honest), the tech is in the wrong service industry and Jannell Ford needs to retrain their techs or replace them outright. The way I’ve been treated here, I will not come back to Jannell Ford ever again, let alone, I don’t think I’d ever purchase another Ford or recommend one to friends and family. ***Side note of things*** I did some research on this issue and it’s been a known problem with the Ford F-150 XLT over the past few years about the truck randomly stalling out, and I was talking to my brother who’s a close friend is a GM of Ford Dealership in another state and he told them what was going on and I got more info from him about what Jannell Ford could look at and replace, but they won’t do it. Jannell Ford is an absolute joke and puts the Ford name to shame, dragging it through the dirt! More

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Customer Service in the Service Department and the management are horrible. They make up stories of why your vehicle was not ready, they try to talk down to you. Nothing but liars and all they care ab management are horrible. They make up stories of why your vehicle was not ready, they try to talk down to you. Nothing but liars and all they care about is your money. Do not trust this dealership, especially the service department and the service manager. Scammers and story tellers More

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Dave is the best, always pleasant and answers all my questions. He goes beyond the norm for customer service and is the reason we've purchased two vehicles from Jannell. Our sales rep, Bill Signorelli questions. He goes beyond the norm for customer service and is the reason we've purchased two vehicles from Jannell. Our sales rep, Bill Signorelli has also been great. We greatly appreciated the service manager Shawn. Thank you, Sandy & Bro Whiting/Scituate More

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Excellent service department extremely helpful staff. Job was completed when they said it would be and for the price discussed. I was very happy with Jannell Ford. Harry McDougall is the only Man I would see was completed when they said it would be and for the price discussed. I was very happy with Jannell Ford. Harry McDougall is the only Man I would see for a new vehicle and I recommend him to anyone I know looking for a new or previously owned vehicle. You can not go wrong at Jannell Ford More

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No Integrity, Horrific Communication I purchased a used 2015 Ford Edge from Jannell 9-20-19, and the Sales Department gets 5 Stars - they were superlative. Regrettably, both the Service a I purchased a used 2015 Ford Edge from Jannell 9-20-19, and the Sales Department gets 5 Stars - they were superlative. Regrettably, both the Service and Management Team are the opposite. We are in the Northeast, where random power outages due to weather happen at least yearly (more, really). The dealership has no contingency plan for this eventuality. Within 2 weeks of purchase, Service was in possession of my car to fix a couple of outstanding issues and there was a power outage at Jannell. I was easily reachable, but they never contacted me - at all. Driving to them was not an option as I live 30-40 minutes drive from the dealership and they had my car. I was unable to reach them until Day 3. I called Ford Corporation 6x on Day 2 of the outage. They had zero information about anything, refused to allow me to speak voice-to-voice with a Supervisor, insisted that I address the situation with the Dealership (not reachable), gave me a "New" (wrong) number for the dealership, and repeatedly committed to call me back that day, which they did not. Although they did text me early in all of this to say that they were closing the case as the issue was "Resolved". NOT. I finally reached Jannell on Day 3 of the outage, and the service manage, Shawn Hillegass was under the impression that everyone whose vehicle was in their possession had been contacted. Subsequently, I learned that I was in the majority here - few people had been contacted. Sean did arrange for substitute transportation for me at Jannell's cost, and when I picked up my car several days later gave me some coupons for free oil changes (at my request, he offered nothing for my aggravation and anxiety). This was acceptable and I was willing to call it a bad situation with a reasonable outcome. Shawn gave me his card and invited me to call him if I had any further issues. I DID, AND HE NEVER HAS. One of the issues the car had been left with service for isn't fixed. I began leaving Shawn messages 11-4-19, and after 4 messages and 2 weeks went by with no response, I spoke with the GM, Bill Roderick. That was on November 16, 2019. We spoke at length, he agreed that my expectations were not unreasonable, and he committed to contact me early the following week after he addressed the situation at a Manager's meeting. 2 more weeks have passed I have heard nothing from anyone at Jannnell. As an aside, for 3 weeks if the time I was trying to get them to respond to me, I had substitute transportation I could have used (I live on a small peninsula and public transportation isn't really available in any meaningful way). So I have been trying to get an issue outstanding from initial purchase fixed for 2 1/2 months, and for over 6 weeks have been unable to get them to respond to my concerns and resolve my issues. This business clearly lacks organization, commitment to the customer, follow-through, integrity, and the basic skill of effective communication. Go elsewhere to purchase a vehicle. More

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Best Dealership Jannell Ford is a great dealership. The salesman always makes sure your needs are fulfilled and the no nonsense settlement on the final price is why Jannell Ford is a great dealership. The salesman always makes sure your needs are fulfilled and the no nonsense settlement on the final price is why I would recommend this dealership for a New Fird product or even a used vehicle. More

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