Marlborough Ford

I have had ongoing headaches for 3 years with the sales department. Specifically, Bruce Palin. Avoid sales and Bruce at this location. Bruce is a very self-centered salesman focused on telling you how many department. Specifically, Bruce Palin. Avoid sales and Bruce at this location. Bruce is a very self-centered salesman focused on telling you how many times he has been number one in sales monthly/yearly and his phenomenal business journey throughout his life. Bruce does not care about the customer at all and just wants to make a quick sale. He is a quicker talker with hollow promises. I was new to buying vehicles via dealerships 3 years ago. I bought a used vehicle from Bruce and within a year I realized it did not fit my lifestyle. Bruce told me to come back and we can figure out some options. He basically had the fastest appointment with me to get me in a new 2019 Escape. He promised since I was buying a new car this day that he would make sure that I wouldn't owe anything for the Focus from last year as a nice gesture. When going through the paperwork he breezed through it stating the price was so much higher due to taxes, deliver fees, 3M, maintenance, etc. I later realized, fault of my own in missing this, he had tacked on around $8000 for outstanding on the Focus. I let this go due to my own fault of not thoroughly checking things over, but I felt pressured and made to sound unreasonable for wanting to be sure of fees. (I already know the response from Marlborough will be "anything outstanding is through finance not sales or Bruce. Well then talk to Bruce about his promises or walk the talk, Bruce. Work for your customer or don't open your mouth to things you can't promise). This past week Bruce reached out again as it had been two years since my Escape purchase. Once again, promising he could get me a great deal on a new 2021 Escape SE. Quite the upgrade from my current Escape S! I agreed to come in to meet as I hoped this would bring back some faith. Once again, Bruce Palin was a disappointment. I showed up early and he was more concerned about his "coffee and ice water" than working with me. I offered him time to prepare as I was early, he declined. However, again appeared to complain he hadn't had his coffee. Long story short, he did not even look into my vehicle prior to the meeting. Had no idea what my outstanding balance was and said he couldn't do a thing for me. This meeting was focused on Bruce's health concerns, how great a salesman he is, and his past business ventures. Another major aspect of the professionalism received by Bruce was work complaints. Apparently, Marlborough has new owners and this has changed management. Bruce complained about having "to do things the proper way" and fill out so much paperwork now instead of doing it his way on the computer for faster results. Again "faster results" means fast sale and less time dealing with a human being. Likely explains why Bruce's service is extremely misleading. Also, who complains to a customer about their boss? That builds even less trust with a company when an employee complains. The overall car talk was 15 minutes, while the hour and 45 minutes was about Bruce. He was focused on selling himself as a salesman and not selling cars. If this is how a salesperson thinks rapport is built then Marlborough is far off the mark. I left more frustrated than ever. I contacted the sales manager and explained similar to him. I got the blanket apology and "we will be sure to sit down and talk with Bruce". Bruce will easily brush this off due to his personality and demeanor and continue poor customer care. I had also stated that I will no longer being doing sales with Marlborough and requested not to be contacted in the future for sales. The manager seemed to disregard all important concerns, likely skimmed the email, and said that he would keep an AWD Escape on his radar for me. If things were important I feel like more work could be done to keep customers happy. I expect nothing from these guys. Want a headache go here, otherwise avoid this dealership. I know I am, as a friend from another dealer is working to get me out of this headache ASAP. New owners or not, Marlborough is a lost cause. More

I had my tire change at Marlborough Ford last 20th of March 2021, Saturday. I was not satisfied with the workmanship the serviceman provided because after the job was done my remote start won’t work. Be March 2021, Saturday. I was not satisfied with the workmanship the serviceman provided because after the job was done my remote start won’t work. Before coming to Marlborough Ford on that day, I used my remote starter, and it was working fine. I proceeded to the Ford service centre to get the job done. After the tire change was done, I got the key, and pressed my remote start key to get the engine starting. The engine did not start running. I noticed an engine light on in front of the dashboard so I spoke to the service advisor the whole thing about the remote starter. He said that he can’t do anything, since the technician who should check is not available on Saturdays. So I was told to come back during the weekdays to get it checked and diagnosed. Besides, the service advisor said that there is no connection between the remote starter and the tire change. But I let him know that whenever I get a tire change or an oil change, I always see the engine light showing up on the dashboard. This engine showed up many times. I do not know how the tire change, or an oil change can affect the engine’s functionality, as well as the remote starter, but that thing always certainly happens. However, there could be a resetting of some sort to get the engine light off the dashboard, as I understand, there are safety features associated with this tire change or oil change. I consider this a job not fully done well, and it has to be fixed by Marlborough Ford as it was an INFERIOR WORKMANSHIP. I was disappointed. Last time, the engine light that showed up after a tire change was fixed without any cost by Ford’s technician. The technician only took him 15 minutes to resolve the engine light. Then my remote starter began working again. I proceeded with my appointment already booked for 26th of March. I never had any choice but take a day away from work without pay. When I came to Marlborough Ford on this day, 26th of March 2021, Friday, I was told that I needed to pay $100+ to authorize the engine diagnosis. I did not agree with the payment since I understand it was too much for me to pay that amount, and then, it becomes precedence that I will have to pay this engine diagnosis again whenever I get my tire change, or my oil change. Marlborough Ford service advisors are sometimes cruel, and they have no room for compassion and kindness. They only think of their profits to make more money. They do not care about their customers. So, I went away taking my car back, and left. MY EXPERIENCE WITH MARLBOROUGH FORD’S SERVICE WAS NIGHTMARISH, SICKENING, DISAPPOINTING, AND FRUSTRATING. I hope their service advisors will change for the better, and improve their service. More

Great service!Katie was very helpful and courteous. My Great service! Katie was very helpful and courteous. My vehicle maintenance was completed very quickly and I was given all the updates and recommend Great service! Katie was very helpful and courteous. My vehicle maintenance was completed very quickly and I was given all the updates and recommendations in a clear and concise manner. I really feel like a valued customer with this dealership. More

good service, quick work. I got a pick up and ride back to my place while my car was been maintained. I satisfy with the work. to my place while my car was been maintained. I satisfy with the work. More

Such a 5 stars Customer Service. Your technicians always turn my car from a crawling bunch to a sprinting animal. I so lucky being one of your customers. Thanks very much all. turn my car from a crawling bunch to a sprinting animal. I so lucky being one of your customers. Thanks very much all. More

Excellent service. Brad is very professional and courteous. He kept me informed about the repair progress through out the day. Repair was preformed on time and at price quoted. courteous. He kept me informed about the repair progress through out the day. Repair was preformed on time and at price quoted. More

Very efficient and friendly, Sean in the service department went above and beyond to accommodate my schedule, also searched for possible recalls on my particular vehicle. department went above and beyond to accommodate my schedule, also searched for possible recalls on my particular vehicle. More

Sales department is very professional and provides reliable information. Finance is very friendly and helpful. Service department provides the quick and best service 👌. Overall dealership p reliable information. Finance is very friendly and helpful. Service department provides the quick and best service 👌. Overall dealership professionalism is at its best. More

Staff are very accommodating, kind and they gave a very good service, I thought my vehicle service schedule was on the day that i went there when they checked on the following day, but still they accommoda good service, I thought my vehicle service schedule was on the day that i went there when they checked on the following day, but still they accommodate me. And they finish the service of my vehicle early than expected. More

My recent Maintenance was done in a timely fashion and all work clearly explained! All Covid19 precautions were well defined and executed. I felt safe and taken care of. In over 15 years of dealing with all work clearly explained! All Covid19 precautions were well defined and executed. I felt safe and taken care of. In over 15 years of dealing with Marlborough Ford I have always been treated with courtesy and respect. Edwin took my service order this time and, as always, I was made to feel like one of the family. I have NEVER been disappointed with sales or Service at Marlborough Ford! More