Customer Testimonials in Reading PA

⭐⭐⭐⭐⭐ We had a great experience working with Maura. She was very kind, patient, and helpful throughout the process. She is knowledgeable and answered our questions, made us feel comfortable, and provided excellent customer service. Although we ended up going in a different direction with our vehicle purchase, I still wanted to recognize her for how well she treated us. We really appreciated her time and professionalism. Thank you again, Maura! Would definitely come here in the future.

Maura was very professional when it came to buying our car. Made our purchase easy and smooth.

Maura was the best of all in here to help me out getting my car loan thanks for all the support and help

I got many cars from Maura. She is very helpful

I worked with Chris Gonzalez who was very accommodating to meeting all of my needs and made the car buying process very easy! The whole staff is very kind and the process did not take long at all. By far the best car buying experience I have had!

Amazing experience. Worked with Chris Rodriguez. I called from Lancaster and said I would like to come down and look at the car. When I got there 45 minutes later the car was pulled right up front and ready for me to test drive. Chris gave me the keys never once pressuring me. I came back asked me what I thought and if I had any questions. I said was trading in another vehicle. They test drove it. Gave me a fair price. I said I needed a second key and he made sure I got floor mats. This was the ... Read More

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Google - Nov 6, 2026

Amazing experience. Worked with Chris Rodriguez. I called from Lancaster and said I would like to come down and look at the car. When I got there 45 minutes later the car was pulled right up front and ready for me to test drive. Chris gave me the keys never once pressuring me. I came back asked me what I thought and if I had any questions. I said was trading in another vehicle. They test drove it. Gave me a fair price. I said I needed a second key and he made sure I got floor mats. This was the most laid back no pressure experience I have had when buying a car. It did help it was a certified vehicle and they gave me great interest rate.. Chris also set up radio and phones for me and my wife. I recommend the dealership and Chris as a salesman.

Izzy was very knowledgeable and wonderful to work with.

Bryan was super helpful, it was my first time financing a car and he made it super easy and there was no stress. He kept me updated with where the car was and had the car ready when I picked it up! Thank you Bryan!

I like how the sales person Chris was not being pushy on trying to sale me the vehicles I was asking to see and test drive and how he helped me get extra cash for my trade in. I would recommend this to family and friends. Thanks Chris for helping my wife sync her phone with equinox.

Great experience! Jon Houck and Chris Gonzalez did great for my daughter and I.

Great to work with from start to finish, informative, helpful, and not at all "pushy".

Great customer service was provided . Happy with my purchase.

Maura, was great! Helped my stepdaughter get into a new new car. Great personality and will make your day. She walked us through all the paperwork. Made life very easy buying a car. Also, a shout out to Jerry back in finance. He worked hard to get us a good monthly payment. 5 star is not enough!

Maura is great and really helped out my sister with getting her brand new 2026 Hyundai and I couldn’t be more happier great attitude and awesome personality

Maura is awesome!!! She got the car I been praying to get!! She is great I definitely recommend you going here and having her work with you!!

Greg and Wally are the best!

It was an absolutely exceptional experience. Nick was beyond professional and helpful. He truly cared about my experience and did everything he could to get me the deal I was looking. I never felt pushed into something I didn’t want to, which was important to me. I couldn’t recommend them enough!

Gio is a gentleman and a professional. Excellent customer service! I have had quite a few interactions and purchased several vehicles from dealerships, Tom Masano Ford and in particular, Gio, have been one of the most pleasent, fair, and professional people i have had the pleasure to deal with. I recommend anyone looking for a good experience shopping for vehicles to go see these guys.

maura was so amazing. she helped me get exactly what i wanted and made the process so easy and fast

Bought a 2021 Mach E from Nick, He was a great help throughout the entire purchase! Shoutout to Nick for being an awesome salesman.

Great experience. Worked with a young man Brian G to purchase my elderly father a new vehicle. He was kind, straight forward, and polite the throughout the process. Price was fair. I would recommend Tom Masano.

Nick was great to work with!

Nick was very helpful. I feel like I got a good car at a fair price. Can't ask for more than that.

I do not recommend. Please read all 1 star reviews before doing business here. As I realize we all had similar experiences, lack of transparency and accountability . 👎 double check all your cars before purchasing.

The salesman Chris was awesome. Did not beat around the bush. Made the whole experience a lot better than other dealerships I have dealt with in the past. Overall, everyone we dealt with that night was very professional and work hard to help us get the truck we really wanted.

I’ve recently bought a 2026 Ford Maverick XLT through Tom Masano Ford. My sales person was Travis very nice young man treated me well well and with respect respect I traded it in my 2018 F150 I feel they gave me a really good price on my trade-in my overall experience was great. I would definitely go through Tom Masano again for any new cars. I’m looking to buy thank you, Masano.

Wallie Rodriguez was very helpful in helping me navigate my car purchsse. He even went to the alternate Masano lot for a car so I could test drive it.

I worked with Chris and he was wonderful to work with he made the process stress free and simple I recommend working with Chris

Maura has been excellent to work with! She’s the best.

Wallie R. was awesome! He really helped me out and made buying my car so easy. He was patient and made the whole process way less stressful. I really appreciate everything he did and would definitely recommend him.

I had a great experience at Tom MASANO Ford with my guy Chris! Ask for him personally. You will be impressed!

Izzy was great. Sold me the perfect truck, solid follow up with no pressure. I would consider buying my next car at that location with Izzy!

Best price in 200 mile radius for year and mileage, fair trade valuation, no surprises at delivery. Very courteous and friendly.

Unfortunately I did not buy my vehicle from this dealership but I did buy it from a crappy dealership a Ford explorer since buying my explorer less than a month ago I've had it in the shop three times I finally have it at the Ford dealer and they have been beyond amazing they even let me have a loaner when their problem isn't even theirs the people were beyond kind beyond understanding and beyond gracious and amazing at what needs to be fixed and the best avenues to take on what to do to be able to ... Read More

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Google - Oct 13, 2026

Unfortunately I did not buy my vehicle from this dealership but I did buy it from a crappy dealership a Ford explorer since buying my explorer less than a month ago I've had it in the shop three times I finally have it at the Ford dealer and they have been beyond amazing they even let me have a loaner when their problem isn't even theirs the people were beyond kind beyond understanding and beyond gracious and amazing at what needs to be fixed and the best avenues to take on what to do to be able to drive a safe vehicle. If I'm able to get this car returned I definitely will be going to Tom masano for a new vehicle without a doubt I have no doubt in their ability to get me on a safe and easy Ride. Thank you especially to Kyle long for his patience his kindness and understanding. Tom Masano you rock

Collin did a fantastic job helping me purchase my 2026 Ford Bronco! He made the entire process easy and stress-free, and he definitely helped make my decision simple. I’ve visited multiple dealerships in the past but have never felt truly comfortable with a salesperson until now. From the very beginning, Collin was knowledgeable, informative, patient, and kind. I especially appreciated that he never pressured me or bombarded me with calls, texts, or emails. He respected my pace and made sure I understood every detail, taking the time to answer all of my questions. The entire experience felt natural and comfortable, ... Read More

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Google - Oct 13, 2026

Collin did a fantastic job helping me purchase my 2026 Ford Bronco! He made the entire process easy and stress-free, and he definitely helped make my decision simple. I’ve visited multiple dealerships in the past but have never felt truly comfortable with a salesperson until now. From the very beginning, Collin was knowledgeable, informative, patient, and kind. I especially appreciated that he never pressured me or bombarded me with calls, texts, or emails. He respected my pace and made sure I understood every detail, taking the time to answer all of my questions. The entire experience felt natural and comfortable, which made a huge difference for me. I couldn’t be happier with my experience and would absolutely recommend both Collin and this dealership to anyone looking to purchase a vehicle!

Thank you Nick for your assistance with our purchase of the red bronco. You were great.

Bob & I would like to thank Wallie Rodriguez for his assistance in purchasing our 2021 Camaro. He made sure everything was handled to our satisfaction.

Collin was awesome to work with and made the car buying process super easy, quick, and painless.

Had a great experience! Maura was amazing. It was my first time purchasing a vehicle, and she helped me every step of the way. She was super friendly, got everything done quickly, and made everything feel easy from start to finish. I really appreciate all her help!

Chris was the salesman that helps us to choose the right car. Very helpful and knowledgeable. Knows exactly what he is doing.Customer service was excellent and the whole purchase went better than expected. Highly recommend this place.

I was extremely impressed with the service. They took the time to explain everything. Didn't feel rushed at all. Wally did a great job!

My fiance and I had a great experience working with Bryan Gold at Ford dealership. He was very professional, friendly, and knowledgeable throughout the entire process. He took his time to answer all our questions, made sure we understood everything, and never made us feel pressured. The whole experience was smooth, easy, and stress-free. I would definitely recommend them to anyone looking to purchase a vehicle!

Great service,very professional!

This was a total pleasure dealing with these folks. They came in with the lowest price right upfront, no negotiation, made the process totally easy and seamless. Travis was a pleasure to deal with and got the job done with a lot of personal touch. He even personally delivered the vehicle more than an hour away. Who could possibly ask for more?

Absolutely deplorable customer service! Scheduled a mobile service for our Bronco between 8:30-9am. By 10:30 am no one showed. Contacted service tech several times (no response) and dealership several times forwarding to different departments and getting no satisfaction. After calling several times the response we finally received was oh they were there this am and called several times and no one answered. At that time my husband and I were both home and no one was there. We've had the mobile service done before which no one called prior. We leave the key in the vehicle and leave it ... Read More

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Google - Sep 17, 2026

Absolutely deplorable customer service! Scheduled a mobile service for our Bronco between 8:30-9am. By 10:30 am no one showed. Contacted service tech several times (no response) and dealership several times forwarding to different departments and getting no satisfaction. After calling several times the response we finally received was oh they were there this am and called several times and no one answered. At that time my husband and I were both home and no one was there. We've had the mobile service done before which no one called prior. We leave the key in the vehicle and leave it open. We have surveillance cameras and no one was there this am and we have no missed calls or texts. Flat out lied to us and also took zero accountability in the process. Extremely disappointed. We will not use their service department again. Even if they had been honest or were running late or had a scheduling conflict, I would understand, but the blatant lies with zero accountability is absolutely unacceptable. Do better!

DO NOT GO HERE, and poor management I have scheduled a service for my 25’ expedition, had an issue with the WiFi card in the vehicle, the USB’s in the center dash, and I was going to have them remove a captains chair and clear the codes for removing the seat. When I called for service I was met with their ai system that got to to the service bdc. Cool, talked to the woman, she couldn’t answer any questions on billing for warranty work said I had to speak to a service advisor she would put a note ... Read More

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Google - Aug 16, 2026

DO NOT GO HERE, and poor management I have scheduled a service for my 25’ expedition, had an issue with the WiFi card in the vehicle, the USB’s in the center dash, and I was going to have them remove a captains chair and clear the codes for removing the seat. When I called for service I was met with their ai system that got to to the service bdc. Cool, talked to the woman, she couldn’t answer any questions on billing for warranty work said I had to speak to a service advisor she would put a note and within 24 hours they would reach out. Three days go by and nothing, so I call again, the ai transferred me to the service advisors, no one picked up after 2-3 minutes so it auto sent me to the bdc. Asked similar questions that person also had no answers and said they would put an urgent note for an advisor to call me. Same thing, gave them three days, nothing. Called the dealership a third time, same process and results. On the fourth time during the ai part I asked for the directory and for a service advisor. No one answered twice. So I asked for the service manager/director twice with both titles and it said there was no one with that title. Last call asked for the general manager, of course he doesn’t answer and I left a message detailing my experience and that all I wanted is some simple answers before I bring my 85k vehicle into them to be worked on. If I can’t trust you to give me a call I am for sure not trusting you with my family vehicle. Called their competitors guess what? No ai talked to a REAL person, and then was transferred immediately to a service advisor who picked up. Customer service goes a LONG way in a service business, if simple communication is a problem for a dealership I can’t imagine how they do on the cars

Our Lincoln needed oil change, tire rotation, and a recall fix. We made an appt for 10am two weeks ago, dropped the car off at 9:30. By 3pm I did not hear from them, called them to check the status, left a voicemail. Got a text asking if they could keep our “ford escape” an extra day because they didn’t get to the work. We went right over, picked up the car with no repairs done, and made another appt for yesterday. Same thing, we dropped the car off the night before, by 2:00 I called to check the status, left ... Read More

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Google - Aug 8, 2026

Our Lincoln needed oil change, tire rotation, and a recall fix. We made an appt for 10am two weeks ago, dropped the car off at 9:30. By 3pm I did not hear from them, called them to check the status, left a voicemail. Got a text asking if they could keep our “ford escape” an extra day because they didn’t get to the work. We went right over, picked up the car with no repairs done, and made another appt for yesterday. Same thing, we dropped the car off the night before, by 2:00 I called to check the status, left a message and was told someone would get right back to me. By 3:30, no phone call, so I called them again. Was on hold for 20 minutes, finally was told they’re just bringing the car into the garage, and work would be done by 5:30. Received a call at 4:30 car was done, BUT the recall fix couldn’t be done because of connection issues. Their service dept is awful, no communication, no satisfaction. Obviously their management needs an overhaul

Bad experience with mandating diagnostic checks for precautionary measures....

Well if I could give zero stars I would. Doesn't even deserve a one star review. I wouldn’t give them any kind of business sales parts or service go elsewhere where don’t rip you off as much. This is a classic Steelership rip off and it’s not the workers fault they just doing as told. Except for one thing when someone asks how much it’s going to cost for service give them an estimate. Yeah it might be more later on but you can get a ruff estimate first and not the answer you will ... Read More

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Google - Jul 22, 2026

Well if I could give zero stars I would. Doesn't even deserve a one star review. I wouldn’t give them any kind of business sales parts or service go elsewhere where don’t rip you off as much. This is a classic Steelership rip off and it’s not the workers fault they just doing as told. Except for one thing when someone asks how much it’s going to cost for service give them an estimate. Yeah it might be more later on but you can get a ruff estimate first and not the answer you will find out when it’s done. The other thing I don’t who approved in upper management to charge for gloves rags sprays or oil mats that’s dumbest idea I ever heard you guys already mark up everything. I am surprise you don’t charge for going to the bathroom while you are there. Come on management let’s make some better decisions and not nickel and dime the customers for every little thing Definitely won’t be getting my business and I will make sure I tell others to go elsewhere

We stopped in a week ago and talked with a salesman, Nick, about a vehicle we were interested in seeing. They were getting ready to close so he gave us his card. I called yesterday and scheduled an appointment for a test drive at 1pm. We got there at 12:55 and someone asked us if we were being assisted, we said we had an appointment with Nick to take a test drive. He asked us to take a seat. So we did, we waited for 20 minutes and nobody seemed interested in helping us. Meanwhile a couple that walked in at the ... Read More

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Google - Jul 18, 2026

We stopped in a week ago and talked with a salesman, Nick, about a vehicle we were interested in seeing. They were getting ready to close so he gave us his card. I called yesterday and scheduled an appointment for a test drive at 1pm. We got there at 12:55 and someone asked us if we were being assisted, we said we had an appointment with Nick to take a test drive. He asked us to take a seat. So we did, we waited for 20 minutes and nobody seemed interested in helping us. Meanwhile a couple that walked in at the same time as us got a test drive right away as walk-ins. We have been researching and really loved that vehicle and we’re ready to purchase but I guess you all didn’t want our business

I filled out an online application for a car here through car guru. I made an appointment for 10 am on a Saturday to come in and finalize the purchase. On Saturday I texted to ask for the address of this location and was told my car had been sold. They said I was texted and asked for my driver's license and didnt respond so they sold the car to someone else. The text had no introduction and no name it said I need your dl. I thought it was a scam text. They ran my credit report as an ... Read More

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Google - Jul 11, 2026

I filled out an online application for a car here through car guru. I made an appointment for 10 am on a Saturday to come in and finalize the purchase. On Saturday I texted to ask for the address of this location and was told my car had been sold. They said I was texted and asked for my driver's license and didnt respond so they sold the car to someone else. The text had no introduction and no name it said I need your dl. I thought it was a scam text. They ran my credit report as an inquiry then they didnt even call me to tell me not to bother coming in. The whole interaction was very unprofessional.

Reached out to them online/over the phone interested in a expedition, since I live far I needed it to be done ahead of time, I sent all my information , spoke to the manger Jonathan and they just completely ignored me, when I said listen if it isn’t going to work out just let me know, he claimed he would look into it again along with Maura and figure something out yet I’m still waiting to hear back. Very unprofessional. Be straight up don’t drag me along for days with no communication. ****Update there was no communication- ... Read More

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Google - Jul 10, 2026

Reached out to them online/over the phone interested in a expedition, since I live far I needed it to be done ahead of time, I sent all my information , spoke to the manger Jonathan and they just completely ignored me, when I said listen if it isn’t going to work out just let me know, he claimed he would look into it again along with Maura and figure something out yet I’m still waiting to hear back. Very unprofessional. Be straight up don’t drag me along for days with no communication. ****Update there was no communication- they did not tell me the car sold, and they ran my credit for what reason if the car sold ? Also you should take it off your website if it sold.

I would strongly advise anyone considering purchasing a vehicle from Tom Masano Ford in Reading to think twice. Our experience has been frustrating from the very beginning. After purchasing our vehicle in November, we were contacted because the dealership had made an error and had us sign paperwork for the wrong VIN. We had to take time out of our schedule to return and correct a mistake that should never have happened. Then, just two days after purchasing the vehicle, the windshield cracked overnight. We immediately contacted the dealership and were told it was due to the weather—even though ... Read More

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Google - Jul 9, 2026

I would strongly advise anyone considering purchasing a vehicle from Tom Masano Ford in Reading to think twice. Our experience has been frustrating from the very beginning. After purchasing our vehicle in November, we were contacted because the dealership had made an error and had us sign paperwork for the wrong VIN. We had to take time out of our schedule to return and correct a mistake that should never have happened. Then, just two days after purchasing the vehicle, the windshield cracked overnight. We immediately contacted the dealership and were told it was due to the weather—even though it was around 45 degrees outside. Our salesperson told us the manager would be reaching out to discuss the issue, but we never received a single call. We called the dealership repeatedly (around 10 times that week) and our calls either went unanswered or were never returned. Fast forward several months. We finally filed an insurance claim to have the windshield replaced ourselves. When the glass company came out, they informed us that the windshield had been improperly installed previously. They were unable to replace it because the installation and calibration issues needed to be addressed first. We returned to Tom Masano Ford hoping they would finally take responsibility. Instead, nothing was done. Once again, our calls have gone unanswered, and no one has followed up despite multiple attempts to resolve this issue. We have now been driving with a cracked windshield for nine months because of what appears to be an improperly installed windshield and a dealership that has shown little interest in helping after the sale. Mistakes happen, but ignoring customers, failing to return calls, and refusing to stand behind your work is unacceptable. Customer service doesn't end when the paperwork is signed. Based on our experience, I cannot recommend Tom Masano Ford to anyone looking for a dealership that values its customers or stands behind the vehicles it sells.

First gripe, I scheduled my car for service a week later at the service manager’s suggestion so a tech would be free to work on the car. No one started looking at the car until it was there for a week after the scheduled time. Second gripe, after the PCM was found to be bad I got both a call and text that the part will there the next day. After not hearing from the service manager, I called to find out it was a special order that takes 4 days to be delivered. Third gripe, after the new PCM ... Read More

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Google - Jun 20, 2026

First gripe, I scheduled my car for service a week later at the service manager’s suggestion so a tech would be free to work on the car. No one started looking at the car until it was there for a week after the scheduled time. Second gripe, after the PCM was found to be bad I got both a call and text that the part will there the next day. After not hearing from the service manager, I called to find out it was a special order that takes 4 days to be delivered. Third gripe, after the new PCM was installed, the car ran worse then when it was delivered. Fourth gripe, after bringing the car home, I found the bracket that sits on the fuse box to hold the wiring harness was broken in two spots. The wire harness that runs next to the radiator was also not put back into its clamp, so it could touch the radiator. The car also is still not fully working as I can’t go past 5000 rpm. I wasted 3 weeks and $3000 and have the car at my mechanic since it’s wasn’t fixed. I have been trying to get ahold of Kevin at extension 1453 but he never returned my calls.

I was considering purchasing a vehicle from Tom Masano, put a deposit down in cash and everything. The day I was supposed to sign papers, another dealer that I had previously visited called back with a better deal on the same make and model of the vehicle at TM. I called TM back asking if they were able to do anything more on the deal, the sales manager Joe Ambrosi pretty much said no and that I’m making a mistake going to another dealer because TM can provide a carfax on the car they have?? I asked for my ... Read More

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Google - Jun 10, 2026

I was considering purchasing a vehicle from Tom Masano, put a deposit down in cash and everything. The day I was supposed to sign papers, another dealer that I had previously visited called back with a better deal on the same make and model of the vehicle at TM. I called TM back asking if they were able to do anything more on the deal, the sales manager Joe Ambrosi pretty much said no and that I’m making a mistake going to another dealer because TM can provide a carfax on the car they have?? I asked for my money back and said I would be in that night, we both said goodbye and that was it. I then receive a text hours later saying the money has gone to the bank and they will need to issue a check instead. Okay fine. It has been over two weeks and still no refund. I have struggled actually getting a call back instead of a text message. I was told check information and that I would receive it one day and it never came. Today I called and demanded to speak with a manager whom told me the check was only mailed out yesterday and I need to understand the process it takes to cut checks with a business of over 700 people. I told him I work for a much larger company and we are able to get checks out faster than two weeks. He seemed completely unbothered by this lack of service and showed ZERO remorse. The workers there are the same. They act like they don’t care about getting your business which is a shame because it wasn’t like that years ago. To summarize, took my money and still do not have it back two weeks later. Absolutely do not deal with Joe. If I could go negative with this review, I would.

Out of all the great experiences i've had with tom masono ford on lancaster Ave, unfortunately, this one I cannot say the same for the truck shop in commercial center. I took one of my fleet vehicles in for maintenance and repairs, and when I had lack of communication with the service advisor I went in to get a update. I was told to wait in the waiting area and he would be with me in about five minutes. Needless to say, over 1 hour passed by and I seen no technician was working on my vehicle Whatsoever so I ... Read More

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Google - Jun 5, 2026

Out of all the great experiences i've had with tom masono ford on lancaster Ave, unfortunately, this one I cannot say the same for the truck shop in commercial center. I took one of my fleet vehicles in for maintenance and repairs, and when I had lack of communication with the service advisor I went in to get a update. I was told to wait in the waiting area and he would be with me in about five minutes. Needless to say, over 1 hour passed by and I seen no technician was working on my vehicle Whatsoever so I went up to speak to them. At that moment, somebody from bmw dealership came up to speak to me and said I had a past due balance that needed to be paid. Now let me mark it, i've never owned a bmw a day in my life. I was told if I did not pay that bill pretty much I couldn't get my company vehicle out the shop. Needless to say, I paid the bill to open an investigation myself. In which was three years old. My company does not understand why this hasn't been brought up to me sooner when I bought multiple vehicles from Ford. Since the date of that, suppose BMW invoice and has had my vehicle in for service on multiple occasions, and nothing was ever brought up to me. I was told they sent me emails and I showed proof there was no emails ever sent to me and they could not produce them themselves. It was very unprofessional of them to keep me waiting. Missing my daughter getting off the bus So we had to pick her up at school and holding my vehicle hostage when all they needed to say was I needed to speak to someone at bmw and not have me sitting there for no reason, Lying to me, and deceiving me.. As a high valued customer of a company with over 15 Fleet vehicles. This is not how a business should treat Their corporate account holders.

This company has some of the rudest people I’ve ever worked with in my entire life

Read your charges carefully. I had a $3.75 charge for " RAGS", I also got a .99 cent charge for a " paper thin matt" and .a charge for "rubber gloves" , really? Is this what it's coming to that the customer has to buy their shop rags. The work was fine, but it's the principal of it. For all the money they charge for labor and parts, you think they would buy their own rags🤦

Today 5/20/26 Wife and I purchased used 2018 F150 on 7/25 from TMF We purchased Gap insurance. In 2/26 traded F150 to another ford dealership. Sent Lori the information she requested to get unused portion of gap insurance. Called Lori back week later to verify she received the odometer statement and copy of purchase order. She said she did. Wife called one month later to follow up Lori stated may be a couple weeks yet. Wife called three more times left messages on Lori’s voicemail no Response.Two weeks ago I called spoke to Lori She Said check was being processed on 5/10 Sunday?? ... Read More

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Google - May 20, 2026

Today 5/20/26 Wife and I purchased used 2018 F150 on 7/25 from TMF We purchased Gap insurance. In 2/26 traded F150 to another ford dealership. Sent Lori the information she requested to get unused portion of gap insurance. Called Lori back week later to verify she received the odometer statement and copy of purchase order. She said she did. Wife called one month later to follow up Lori stated may be a couple weeks yet. Wife called three more times left messages on Lori’s voicemail no Response.Two weeks ago I called spoke to Lori She Said check was being processed on 5/10 Sunday?? Still no check. I have called three times in the past two days left messages for Lori no response. I called back a spoke to Jeff Sales manager told him what was happening he said he would get back to me Today 5/19/26 this did not happen. VERY DISAPPOINTED AND FRUSTRATED with TOM MASONO FORD. Do not buy gap insurance for TMF.

Jeff in the service dept will be the reason I never step foot in this location again! Zero professionalism and or courtesy of customers. He flat out told me he would never encourage a customer to purchase their warranty package as I paid over $3000 for coverage that I was told was junk. I waited a week for an appointment to fix a dent, and was given a hassle from the moment that I walked in. Jeff did not even get to look at my dent before telling me it wasn’t going to be covered. I would never purchase a ... Read More

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Google - May 12, 2026

Jeff in the service dept will be the reason I never step foot in this location again! Zero professionalism and or courtesy of customers. He flat out told me he would never encourage a customer to purchase their warranty package as I paid over $3000 for coverage that I was told was junk. I waited a week for an appointment to fix a dent, and was given a hassle from the moment that I walked in. Jeff did not even get to look at my dent before telling me it wasn’t going to be covered. I would never purchase a vehicle here with this type of service! Not to mention when I walked into the service department, there was another older woman who was arguing with another service technician because it was almost 6 PM and her car was ready at 2 o’clock, and no one had called her. I guess the location speaks for itself. I will be filing a complaint with the Better Business Bureau.

I came in for my yearly inspection. Since my vehicle has been under warranty I’d take it to Tom Masano. My warranty had expired , and of course this time they found & failed “A worn inner tie rod & wearing lower control arms”. I was very skeptical for a few reasons. 1. They had just replaced the control arms 1-2 years prior , and 2. After I left the dealer I inspected the failed tie rod , absolutely no play , nothing wrong with it. I then took it to a local inspection shop. Had it inspected , passed easily. I was told don’t ... Read More

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Google - May 1, 2026

I came in for my yearly inspection. Since my vehicle has been under warranty I’d take it to Tom Masano. My warranty had expired , and of course this time they found & failed “A worn inner tie rod & wearing lower control arms”. I was very skeptical for a few reasons. 1. They had just replaced the control arms 1-2 years prior , and 2. After I left the dealer I inspected the failed tie rod , absolutely no play , nothing wrong with it. I then took it to a local inspection shop. Had it inspected , passed easily. I was told don’t ever take it to a dealer like Tom Masano & I won’t ever again. I was blatantly lied to as soon as my warranty expired. Not to mention the cost to repair this would’ve cost $360 more compared to other shops I quoted. Horrendous. Distasteful. Disrespectful.

Absolutely terrible experience in dealing with sales and Service departments. Did not disclose that the Ford Ranger I bought was missing the plastic engine cover, for which there was a Technical Service Bulletin issued for. This missing part caused corrosion to spark plugs and and expensive tow and repair. Service department would not even provide me with the part for free. Didn’t even ask for them to install it or cover damage to my Ranger. I will never go back to there again and will tell everyone I know to avoid them as they have no clue how to ... Read More

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Google - Jan 21, 2026

Absolutely terrible experience in dealing with sales and Service departments. Did not disclose that the Ford Ranger I bought was missing the plastic engine cover, for which there was a Technical Service Bulletin issued for. This missing part caused corrosion to spark plugs and and expensive tow and repair. Service department would not even provide me with the part for free. Didn’t even ask for them to install it or cover damage to my Ranger. I will never go back to there again and will tell everyone I know to avoid them as they have no clue how to treat customers.

Had a bad experience with the service center today. I'll find another dealership to work with instead of this place.

Highly unsatisfied and they used to be good. We purchased a car from carvana. There were issues that we had to address quicky for them to cover the issues brought to their attention. We had an issue with the back hatch not opening. We were told by carvana's insurance that since there were no service centers of carvana's in the area that we could take it to any local Ford dealer and they would cover a one hour inspection and then we would go from there. I was there for 2.5 hours even though it was only supposed to ... Read More

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Google - Nov 27, 2025

Highly unsatisfied and they used to be good. We purchased a car from carvana. There were issues that we had to address quicky for them to cover the issues brought to their attention. We had an issue with the back hatch not opening. We were told by carvana's insurance that since there were no service centers of carvana's in the area that we could take it to any local Ford dealer and they would cover a one hour inspection and then we would go from there. I was there for 2.5 hours even though it was only supposed to be one hour. Absolutely NO clue why the two issues that were brought up would take more than ten minutes but they told me the charge would only be for one hour. The manager took me outside to show me the "issues" that were preventing the latch open. I believe his name was Gary (don't remember but he was a smaller man). He told me that the car was in an accident in the front and the rear of the car. He said that the car would have to go to a collision center and he could recommend the one further down on Lancaster avenue (he said it was their old collision center). He said they would have to repair everything for it to work. He said he could replace the latch but he is not going to because that isn't the issue. I took the car home after being a bit depressed and started looking in to what was "off" on the alignment and see if there was anything that I could do to align it without a huge expense that he was describing. I was able to get the back hatch open and was opening it and lowering it to see where this alignment was off. It looked perfect. I then kept the hatch open and kept locking it and unlocking it with my key fob and the latch would not open and close with the hatch up. I ordered a new latch off of Amazon. It took me awhile to replace since I am disabled and I had to take the hatch moulding apart to get to where I could replace the latch. Put everything back together and I have not been able to make it not work ever since (months now) I don't know if they have a hard time getting help. I don't know if they try to scam people in to spending money that is not needed. I don't know if they just had a bad day. Not sure I will give them a second try. Maybe I will, but the whole situation has me disgusted. There was also another customer in the service department area that was yelling at them for never answering his calls and now his issue is out of the Warranty period for his issue that he had as well.... ***Update*** I received a call from Tom masano 's and I was unable to answer the call. A voicemail was left and for some reason, I deleted it. I am not sure who called but I would assume it was because of my feedback.. If whomever called, wants to call again, you may do so. Leave a voicemail if I do not answer and I will return the phone call If the call was not to address the feedback, not a problem Thank you

I want to share with everyone my experience at Masano Ford . After we agreed on trade in price I should have read paperwork but I trusted them . I actually signed paperwork for 1350 .00 less . They can’t be trusted so read everything before you sign 😁

This place is awful!!!! Dropped our vehicle off for them to check 1 thing and so an alignment. I never got a call from anybody and we actually had to call 3 times throughout the day to find out what was going on. They decided that when what I asked them to check was fine that they would continue to mess with my vehicle to see if they could find something wrong. Then when they called me tried to tell me multiples things were wrong. Little did they know I work on cars myself and knew they were full of it. Ended ... Read More

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Google - Nov 18, 2025

This place is awful!!!! Dropped our vehicle off for them to check 1 thing and so an alignment. I never got a call from anybody and we actually had to call 3 times throughout the day to find out what was going on. They decided that when what I asked them to check was fine that they would continue to mess with my vehicle to see if they could find something wrong. Then when they called me tried to tell me multiples things were wrong. Little did they know I work on cars myself and knew they were full of it. Ended up paying a $150 “diagnostic” fee that I wouldn't have had to pay if they had called me and asked me if I wanted them to continue looking because had they called I would have said nope, stop now and just do the alignment. The men in service are total mansplainers also. I love how men think women know nothing about cars and try and tell us more stuff is wrong!!!! I will NEVER take a vehicle back here and I’ve already contacted the BBB about them and their unethical practices.

Horrible service, they sold me a dub for a jeep I've had issues with it since we purchased it. As for service they suck! They set up appointments to still have you wait hours before it’s seen or even worked on. Noone here is on the same page and not very knowledgeable. Had a jeep issue noone could figure out, my wife told them she believes it might be a fuse and they bypassed that idea after multiple issues and returning noone could still figure out what the issue was. I even asked for a jeep specialist because ... Read More

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Google - Sep 23, 2025

Horrible service, they sold me a dub for a jeep I've had issues with it since we purchased it. As for service they suck! They set up appointments to still have you wait hours before it’s seen or even worked on. Noone here is on the same page and not very knowledgeable. Had a jeep issue noone could figure out, my wife told them she believes it might be a fuse and they bypassed that idea after multiple issues and returning noone could still figure out what the issue was. I even asked for a jeep specialist because how can noone know whats wrong?!!! So eventually it ended up being the fuse. Go figure! Horrible experience everytime I have to deal with them. Currently waiting here hour and a half for a belt buckle recall that they scheduled last week and lost my parts so now back again and STILL waiting. This is ridiculous!

Went in 3 times and each time wasn’t helped by 1 employee, now the Spanish lady by the door was the only one that was willing to help us, the truck that we wanted was sold and the young white man didn’t even say well Hey let’s look and see if we have another similar truck for you to purchase, No nothing was said then when we said we was gonna go look on the lot he didn’t say ok we’ll let me come with you to help, that’s not a somebody who knows how to ... Read More

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Google - Sep 9, 2025

Went in 3 times and each time wasn’t helped by 1 employee, now the Spanish lady by the door was the only one that was willing to help us, the truck that we wanted was sold and the young white man didn’t even say well Hey let’s look and see if we have another similar truck for you to purchase, No nothing was said then when we said we was gonna go look on the lot he didn’t say ok we’ll let me come with you to help, that’s not a somebody who knows how to sell cars or anything for that matter he just wanted to sit in that chair and drink his Monster, I believe it was due to the color of our skin nobody wanted to help us, cause this happen 3 times at the same location, never going back there

At first, it seemed great but I was sold a lemon and they knew it. All that needs to be said. Thanks, Jeff Bieber. Follow up- on the plus side they did call me back to rectify the situation however the woman on the phone was completely uncompromising and gave me one and one option alone to have my vehicle looked at. This one option was my "only choice" (her exact words). You have a very unhappy customer give them one time and one day and not a day that works for the customer??? Poor, poor, quality service. ... Read More

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Google - Jul 2, 2025

At first, it seemed great but I was sold a lemon and they knew it. All that needs to be said. Thanks, Jeff Bieber. Follow up- on the plus side they did call me back to rectify the situation however the woman on the phone was completely uncompromising and gave me one and one option alone to have my vehicle looked at. This one option was my "only choice" (her exact words). You have a very unhappy customer give them one time and one day and not a day that works for the customer??? Poor, poor, quality service. I will NEVER go to Tom Masono again and don't encourage anyone else to go there either. If I could give zero stars I would. Appalling.

Update - Not sure what's going on but since Gil has been out... It's been terrible. I had to go over service managers head to his boss. Time to find a different service department.

3 phone calls & 3 messages left with the service department, None returned. Pathetic.

Once again received horrible service. Requested for a vehicle maintenance, a quote and a wait time, I was promised a callback from a manager, called in about 3 times over an 8 hour span and still nothing. This is my 3rd and last time dealing with their services. Recommend referring to Manderbach Hamburg location for A1 service!

Service not good ! Done going there!!!!!

I would give this dealership ZERO stars. This is the second car I purchased from them and the second lemon I received. I was promised I would not have the same experience as I did with the first vehicle, but I did. Too much turn over in their service department. I do not recommend buying a used vehicle from them, no matter how low the mileage, or using their service department. The only time they can repair the vehicle properly, it seems, is when the problem is not covered under warranty.

I would never recommend anyone to come here. When my car broke down I decided to take it here because they specialize in Fords. I took my car here not only for that but because of the diagnostic price which sounded reasonable. When they called me after the first hour, they told me the price. It was way over what Marco told me on the phone. They wasted the first hour looking over my car because I put in their notes all of what my car was going through and what was wrong. I told them what the leads of ... Read More

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Google - Apr 15, 2024

I would never recommend anyone to come here. When my car broke down I decided to take it here because they specialize in Fords. I took my car here not only for that but because of the diagnostic price which sounded reasonable. When they called me after the first hour, they told me the price. It was way over what Marco told me on the phone. They wasted the first hour looking over my car because I put in their notes all of what my car was going through and what was wrong. I told them what the leads of what it could be and they did not listen to what I said. When they told me there was nothing they could do I picked my car up. What was most irritating was that they threw all the parts they took apart all over my floor. That is just not ethical at this point. I expected everything to be put back the way it should of after doing "all they could do". If I paid an expensive price to get my car looked at, I expect to have it put back together the way it was.

If I could give it 0 stars I would, they just take your money. They just change my battery on October and it has been giving me issues I wasn’t having any battery issues before they changed my battery. They were making me a new key and the guy making the key said I needed a new battery to be able to set up the key which I had as surprised because I wasn’t having any battery issues he looked like he didn’t know what he was doing he had to call some other mechanic from the dealership ... Read More

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Google - Jan 31, 2024

If I could give it 0 stars I would, they just take your money. They just change my battery on October and it has been giving me issues I wasn’t having any battery issues before they changed my battery. They were making me a new key and the guy making the key said I needed a new battery to be able to set up the key which I had as surprised because I wasn’t having any battery issues he looked like he didn’t know what he was doing he had to call some other mechanic from the dealership to ask him what to do. Ever since they changed my battery on October 2023 I’ve been having issues with the battery my car not turning on and signs on my screen saying battery charge save something like that I never had that come up on my screen until after they changed my battery. I went to then and told them about the battery they did an appointment to check the battery and said to me there was nothing wrong with the battery and made me pay almost $200 dollar for checking the battery they put on that is giving me issues. Oh and if you have an engine light on don’t go there you are better off going to auto zone they do it for free while that Ford dealership charges you almos $200 dollars for plugging it to the computer. All they see is money signs and the work is not good. Also they kept my outer pillar molding trim from my car when they checked the battery. Part 2 ( total rip off I took my car somewhere else because it keeps dying after they changed my battery and they refused to give me a new battery they said there was nothing wrong with the battery they put on well that was false the other place I took my car said that the battery from ford failed all the tests I’ll be uploading the print out her. I don’t know what kind of humans be reaping off people that work hard for the things they have that’s horrible and the fact that they charged me almost $200 to check their own battery that was giving me issues to lie and said there was nothing wrong with it.

I would recommend not buying a car here or having it serviced here. At this point, I will never return here for the free inspection or any body work. Below is a list of issues we have come across here. All these issue occur while I know a manager who works here and the solutions have all been subpar I would hate to see what happens if you don’t know anyone here. 1) Interest rate. When we thought the interest rate was too high for the purchase I had my bank run my credit and when we told them we ... Read More

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Google - Jan 30, 2024

I would recommend not buying a car here or having it serviced here. At this point, I will never return here for the free inspection or any body work. Below is a list of issues we have come across here. All these issue occur while I know a manager who works here and the solutions have all been subpar I would hate to see what happens if you don’t know anyone here. 1) Interest rate. When we thought the interest rate was too high for the purchase I had my bank run my credit and when we told them we were not doing the dealership financing they miraculously found an offer from the same bank as their first offer with a lower interest rate. We are talking about 2.5% difference between the 2 rates they offered. 2) We brought the car in for the yearly inspection. They refused to pass the car without doing an oil change since they did not do the last one. I had just done the oil change less than a month before the inspection. After my wife paid for the oil change and I complained about it, we were offered a free oil change the next time we come. 3) There was a bad initial paint job on the car, both the dealership and Ford themselves said it was a bad paint job and but the dealership said only Ford can do something and Ford said only the dealership can do something. It took them about 6-7 months to get the car into the body shop to paint it. At that point, they said the paint “got worse” and now the price was doubled. After the last post I made about this they offered a partial refund but I am still in the hole hundreds of dollars for what was a bad paint job by the factory and this dealership refuses to stand by their product. 4) My wife was rear-ended and took it to the body shop to be fixed. We were under the assumption that the exhaust was replaced completely. We found out that instead of replacing everything like what they said they just replaced the damaged portion and they just got an aftermarket bracket and welded it on to make the exhaust pipes fit together. Here to say the welding broke/rotted and now the car needs to be taken into the shop again to get fixed again. At this a real bodyshop they told us how it was fixed and how they were going to fix it so it isn’t an issue again. At this point we had to pay out of pocket for the additional repair due to the faulty repair by Tom Masano. 5) My wife brought her car in for “The Works Package” and she mentioned something about the rear window wiper. They said they changed that and charged us for it along with all the other Works including an oil change. When she got home the wiper was in worse condition when we took it in, it was torn off the arm and just flopped there on the window. Then we looked at the oil and the oil was darker than tar. Therefore, they charged us for the work and our vehicle just sat outside and was not touched. To rectify the situation they offered to change the wiper and the oil. Upon inspection after they “redid” their work, I wouldn’t be surprised if the filter was never changed and used slightly used oil instead of fresh new oil.

Honestly if I could leave no stars I would. I brought my fiancée’s truck in due to some sort of wobbling we thought had to do with the transmission. The dealership told us it was just a wheel bearing, replaced it, charged us $1100 and told me it was fixed. When I picked it up I wasn’t even a mile down the road and it began again. I brought it back and test drove it with one of their mechanics. He told the staff it was definitely still a problem. They “offered” to look at the vehicle again ... Read More

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Google - Jan 24, 2024

Honestly if I could leave no stars I would. I brought my fiancée’s truck in due to some sort of wobbling we thought had to do with the transmission. The dealership told us it was just a wheel bearing, replaced it, charged us $1100 and told me it was fixed. When I picked it up I wasn’t even a mile down the road and it began again. I brought it back and test drove it with one of their mechanics. He told the staff it was definitely still a problem. They “offered” to look at the vehicle again for free…even though I already paid them to look at the vehicle for the three days they had it. When I attempted to work out a deal, due to the fact I just paid them $1100 for, what it seemed to me, was basically nothing. The head mechanic began raising his voice at me in shop, yelling and saying “I would have turned around and sued if the wheel fell off and he hadn’t replaced the wheel barring.” We’re not naive and we know the wheel barring wasn’t even close to making the wheel fall off. But after he yelled at me in front of about 4 other employees who stood there and did nothing I decided to just take my business elsewhere. I complained to corporate but have not heard a response. I normally don’t even complain or even take time to leave a bad review, as I know working with the public can be difficult, but I genuinely could not believe how this man spoke to me. I wondered if he would have spoken to me like that had my fiancée been present…anyway, this was a $400 fix at another local shop..

Honestly I just need to say that I had the most bad experience with car especially here in Lancaster even with the brand (Ford) I feel so sad and disappointed I hope that nobody pass through this… God bless you all

When I said that your price is higher than other dealerships, their response was “Wow really”. No follow up after that. I don’t think they can beat other dealerships price.

The service department refused to work on vehicle serviced by another dealer. 2022 Ford Mach E under factory warranty.

Their happy faces are nothing but a sham. DO NOT GO TO ANY MASANO DEALER. You could spend your money better anywhere else...

They have the worst service department I have ever been too. I had a 2021 Ford Ranger they could not fix it's been back 7 times for transmission problems. Ac that works when intermediately they can never find the problem. Transmission cluncks slams into low gear you think you got rear ended. It's normal and they can't reproduce the problem. John the service manager told me maybe I should get rid of it. He feels I don't like the truck thanks for being Captain obvious . I could give them 0 stars I would never use there service department.

Not happy buy new car door broke not fix in time ruin wife's anniversary gift go to get car dirty in side from workers was told car would be clear never go back

My husband and I bought a 2022 Explorer from this dealer last year, mainly because they had it in stock and our normal dealer did not. Love my car, but the customer service front this dealership is really lacking. When we bought the car the salesman said it you have any questions about the vehicle You Tube has a bunch of videos about the features. He did not go over anything about the vehicle. Okay, not my typical experience when buying a car, but I can look at You Tube. I was willing to understand the lack of returning my call ... Read More

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Google - May 7, 2023

My husband and I bought a 2022 Explorer from this dealer last year, mainly because they had it in stock and our normal dealer did not. Love my car, but the customer service front this dealership is really lacking. When we bought the car the salesman said it you have any questions about the vehicle You Tube has a bunch of videos about the features. He did not go over anything about the vehicle. Okay, not my typical experience when buying a car, but I can look at You Tube. I was willing to understand the lack of returning my call for a week when we noticed some issues that needed service. It was busy time, I get that. I went back to our normal dealer for all of our services (even though this dealer converted all of out Ford Points to their maintenance service plan - which we will NEVER use). What set me over the edge is I have been driving around with an expired registration since August! Have bought numerous vehicles and never once has this happened. Someone obviously did not do their job! Would never recommend this dealer to anyone based on their customer service or lack their of.

Dropped my car off for service and when I picked it up there was a huge grease stain on my headrest. I didn’t know they would have Paulie D. driving my car around or I would have went elsewhere. This is unacceptable behavior and something I would expect from a little hole in the wall dealership but not a large Ford dealership.

Showed up today in the rain looking for a expedition walked around one they had no one came out. Must not need my money.

Mike Ludwig has always came through for me my 3rd vehicle from him dealership great

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John Wiencek is a great salesmen and will always go the extra mile to make sure that we have the vehicle that we need and want.

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