Maplecrest Ford of Mendham - Service Center

Maplecrest Ford of Mendham responded

Thank you for the 5 star review!

Maplecrest Ford of Mendham responded

Dear Mr. Elbassiouny, Thank you for your comments, my apologies for your subpar experience at my store. I understand your frustration, I too am a consumer and appreciate great service. Unfortunately there are circumstances where we are unable to replicate situations when you are experiencing a concern, such as a noise while turning in 4x4-low in snow on a steep driveway. We try our best to diagnose problems but we are unable to dismantle a vehicle to search for a problem we are unable to identify. And with your extended service plan, Ford does not offer an open checkbook to fish around for problems when you feel things should be covered under warranty. There are specific steps we must follow that are dictated by Ford and I’ll guess that goes for all manufacturers. I’m sure you recall the day one of my Master Certified Technicians accompanied you on a ride around Mendham in your vehicle in order to experience your complaint. After traveling over 40mph in 25mph zone through a neighborhood, my tech asked you to slow down. You said you needed to get the truck heated up and only had a short lunch break. When you got onto Mountain Avenue and sped to over 60mph, he ordered you to take him back to the shop immediately. Not good. Regarding your moonroof, we offered the recommended fix from Ford but that was not acceptable to you because it was not covered under warranty and you would have to pay. Regarding your brakes, we do not replace pads if we feel they are not needed. We provide you with a measurement during service and inform you when replacement is necessary. Most customers actually appreciate this. I’m certain if you said, "I want my brake pads replaced regardless of whether I need them or not", I’m sure my staff would have happily accommodated your request. Also, it does not take three months for a service appointment but I understand how stories become more embellished each time they are told. You’ll recall you missed a scheduled appointment which pushed your date back at no fault of ours. Finally Mr. Elbassiouny, my family has been in the automobile business for 59 years and in Mendham for 25 years. Integrity, quality and trustworthiness are things we strive for everyday and I believe that shows in our reputation score, the numerous awards we have won and the number of decades we have successfully served our community. Tom Giordano President

Nader1101 responded

Dear Tom, First of all, check your records. It did take me 3 months to get an appointment. That was not an embellishment. Secondly, I have to listen to the sunroof every time I drive the car, but if no one test drives the car it’s difficult to replicate anything and plugging into a machine is not going to diagnose that. Regarding the brakes, when they squeal, to me that means they need to be replaced. I brought it in with them squealing and they are still squealing. I don’t appreciate when I ask a dealer to do something specific that I’m willing to pay for and they want to charge me for something else though. The sunroof has a broken piece which should be covered under the extended warranty that I purchased but you wanted to charge $150 to clean and lube the track. I brought the matter directly to your attention but instead of investing and trying to find the truth you immediately defended you mechanics. I would never wrongfully and publicly embellish or be dishonest. So I don’t appreciate the implication. Finally regarding the differential, if you check your records you will find that I brought the truck in three times before they actually repaired the differential and it still is not repaired correctly. That again sir is not an embellishment. As a leader and a fair person instead of taking sides with your mechanics wrongfully you could have had one of your managers drive the car in my presence and tried to resolve the matter. I pass by 2 ford dealers to bring my car to your store and that itself means nothing. Anyway it is obvious you’d rather believe you’re right than actually doing the right thing. Thanks for everything. Nader Elbassiouny

Maplecrest Ford of Mendham responded

Dear Sir, The truck was not having the concern when we brought it into the shop. We could not duplicate what you said was happening. The selling dealer in Florida called us and could see the codes it had generated prior to coming in. They asked us to replace a certain part because they were sure that it would fix the truck. We installed what they requested and let the truck go and made the dealer in FL aware that by no means was this going to fix it. You said fine and you would handle it when you got back to FL. Maplecrest did not lie to you. Drive safe. FYI it had the same problem along with a bunch of other concerns before you left FL to come up here.

Maplecrest Ford of Mendham responded

Hello Pete & Jennifer, We're so pleased to hear that everything was completed to your satisfaction! We set high expectations for ourselves so it’s gratifying to hear you had a great experience with us. If you have any additional needs or questions, we will be more than happy to assist you! Take care and drive safe! Best wishes, Abriana Smith Sales Representative

Maplecrest Ford of Mendham responded

Dear Dominick, Thank you for your review. After a two-hour face to face meeting with you, I'm honestly surprised at your takeaway, but now realize what a complete waste of time it was. Your statements of “caught in lie after lie” and accusation of "falsified mileage” reinforces my decision to not publicly address your comments. Your statements are in fact, lies. Maplecrest is powered by humans and we are not perfect. That said, WE DO NOT lie or deceive anyone, regardless of what you may think. During our meeting you mentioned every other Ford dealership within a 15 mile radius, stating you had done business with them all. And to my luck, you found me. And now I know why. I am certain you have tried to do business with other Ford stores but eventually you pulled the same type of shenanigans until you were no longer welcome. And sir, you have worn out your welcome at Maplecrest as well. I’ve read the reviews on your business, and now I know why you find yourself without a single employee and doing business from a PO Box. You’re not a nice person and you have little to no business sense. I’m proud of the reputation my business has earned and I stand by it everyday. I don’t think you can say the same, or at least that is what your customers think. Have a look for yourself. https://www.yelp.com/biz/rissland-garage-door-cedar-grove-2 Tom Giordano

Maplecrest Ford of Mendham responded

Hello Frank, Thank you for the review of Will and our service department here at Maplecrest. We appreciate your business and appreciate you choosing Maplecrest for your vehicle service needs. Drive safe and have a wonderful summer!