Watertown Ford - Service

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  LuLu Bell
a week ago
We got a new key fob made, and we were quoted a higher price than we paid, what more can ya ask for? Also, the waiting area was nice, took less time than we thought, and customer service was knowledgeable and friendly.

  Sean Rutledge
a week ago
Needed to get a recall done on my vehicle and get a diagnostic test done. Made an appointment online in which they had plenty of times available. They called me a few hours later to tell me that they are not taking new customers and to look else where. Very disappointed and definitely not buying a ford as my next vehicle.

  Brian P
5 months ago
I brought my Mach-e in for service as the my charging port door had broken off. Sean in the quick lane service dept. was simply awesome.He ordered the part, called me when the part was in and took care of it right away.Great service and an extra shout out to Sean !

  Johnny Chan
6 months ago
Nice convenient service center. My only gripe is that it is hard to reach a person over the phone to make a reservation. This place is super busy. There have been multiple times where I have to come in person but drive away due to the wait times. Luckily I am not too far away. The wait room is decent. They used to serve snacks and coffee but post pandemic, they just offer water fountain. The staff is pretty friendly. I often bring my dog with me to help pass the time.

  Darcy Howard
6 months ago
I literally cannot imagine a better experience! I went to their website where I gave a person my contact info and was promised a contact shortly.About 30 minutes later Emily reached out via email. She asked me questions about my needs, sent me quotes and information on tires so I could decide exactly what I needed.Because I had a flat I really needed next day service, which they provided.They did "the Works" service, four new tires, new headlight bulbs AND they picked up my vehicle and returned it to me.Throughout the process they were in constant contact about what was going on with my vehicle.Emily returned my car, parked it exactly as I had it parked when she picked it up and then returned my keys and gave me a receipt with a very pleasant smile.I am completely happy with Emily's care from start to finish. She is a gem! Thank you!!

  Harrison Ross
5 months ago
Exceptional service from start to finish. Kelly, Jean-Baptiste and the whole team got repairs done quickly, with care and excellent service the whole way. I'd highly recommend the Watertown Ford service department.

  Grant Gordon
11 months ago
I had a great experience at the Service department here!They had easy to schedule online appointments, and gave me an ETA on the job when I called them the morning of.Kerry who helped me over the phone and in person was very nice, the cost of the The Works package for my oil change/tire rotation was very reasonable (not cheap, but reasonable!).In addition, I got a detailed feedback sheet on the condition of my brakes, tires, and what the bolts for the tire were torqued to.AND it was all done right around when the ETA said it would be.The waiting room was a nice, quieter spot to wait for the work to be done.I will absolutely be returning and making Watertown my go to spot for oil changes for my Ford!

  Phoebe Chen
6 months ago
My partner went there for regular maintenance this morning with an appointment scheduled. The front desk guy (white, middle-aged) was so rude to him and literally a racist. He intentionally left my husband in line and pretended to be busy on his computer but in fact kept chit-chatting with others for approx.15 mins. When he finally "had time" to talk to my partner, he claimed that the mechanics were too busy to do maintenance today and asked my partner to check back later. What's the point of making an appointment then?? We made this appointment more than a week ago! The worst part was the payment- Despite the price for the Work showing as $69.95 on their website, the front desk guy insisted on charging my partner $79.95 + $5 for whatever environmental fee. My partner ended up spending more than 2 hours waiting there just for the oil to be changed and the tire rotated. We will never ever come back here!

  Sonya Entova
10 months ago
Was recommended this service location by someone who previously has positive experiences. My own experience left me feeling incredibly frustrated and disappointed. Will not be returning here.From the point when I called to say my car had a powertrain warning light to when I actually got the car back took over four months. First, over a month to get an appointment. Then, despite bringing the car into the dealership 4 separate times, they were never able to diagnose the issue. Every time it was a different excuse. Finally, I brought the car to our local mechanic who identified the problem within 10 minutes and suggested further diagnostic and repair steps, but ultimately sent me back to the dealership as it was a Ford-specific issue. With this additional information Ford was finally able to confirm the issue and order the necessary parts for the repair, but by this point the car was days away from breaking down. After that we were without a car for over two weeks while we waited for the part to arrive. Despite the fact that this is our only car, I was 8 months pregnant at the time, and the delay in identifying the issue was their fault, we could not convince them to provide a loaner car at any point. Overall, every step of the process was more stressful and aggravating than the last.The only positive in this whole experience - once the part did finally arrive (after a 3.5 week wait), they got it installed very quickly and delivered the fixed car directly to our house.Service: Battery

  David Stephens
5 months ago
I am extremely disappointed. MC A/C was not working, they attempted a fix under warranty that did not work. despite assurances then by the manager 'if it doesn't fix it, bring it back, it will be covered' - they did not. Now the issue is my problem. Dishonest people, FraudulantService: Air conditioningService: Air conditioning

  Adam Jandl
4 months ago
These people are horribly dishonest. They confirmed an appointment for a few weeks away and then canceled just before, stating no sensible reason for why they had to cancel. They were just canceling it because they wanted to.

  Ben Giust
3 weeks ago
Service team always does an awesome job and explains any issues in detail.

  Royal Vip
5 months ago
After waiting 20 days for my schedule appointment day service guys told me you don t buy part from us that s why we don t wanna programming your 2nd key and car system that s really bad and another thing they told me for checking each part they wanna charge me around 150$ come on you wanna getting easy money from your customer I don t believe this company never fixed any small problems with out charging you big amount of money. Cafer Y.

  Andrea Spina
8 months ago
One star is unfortunately too much. Incredible and shocking experience.I scheduled a periodic maintenance and they agreed to pick up the car in my house and deliver at the the same day. They were punctual at pick up, then:1) They didn't call me during the day. When at 4 pm I called them they told me the service was not completed and asked to keep the car until Monday. Because I had some other things for the weekend I agree with them to complete the service by Saturday morning and bring the car back by 10:30 am2) Surprisingly, I woke up at 6:30 am and had received a message the car was delivered leaving the keys in. Because I was worried about have the keys inside the car I went out and no car was there!! It was the sale place where I live, where the car was picked-up and included in the booking instructions3) I sent message to them and even with evidence of pictures sent by me they continue to deny saying the car was left at the place scheduled and the address provided. Even with me sending picture4) Justifications ended when I showed them the location indicated by the app Ford Pass which was another, 5 min walking from my house. They stopped to reply me5) I found the car in another properties into a garage of another person and I had to call the police because I was afraid in entering in another property to take my car and also scared about a potential reaction of someone looking people entering in his garage6) Before the coops coming the "Manager" of Ford Watertown came and despite i told him to wait the police entered in the property and took the car out. He apologized for what happening but complained about my irritation (like this was pretty normal according to him)7) When I took the car few here later the complete disaster: They completely uninstalled the air condition and all the other electric features in the control panel. There were 95 Celsius degree and I had to use the car without air condition (which of course was completely working before). Also there is a warning airbag is not working!!! everything was fine before!! And no evidences about services performed, the car seemed the same of the morning, they didn't leave any paper about services done which I think they didn't8) The beautiful part at the end. When i called back the manager to claim about the things they broke, uninstalled, etc., he became nervous saying they don't want to do the work anymore because i was rude. So they are now the ones affected, after delaying/not doing the services, leaving the car in the house of other people and also uninstall air conditioner, airbag and other electric features!!!! Really comic and frustrating.Ford is a serious company, need someone representing in a minimal decent way

  Peter Bridgwood
6 months ago
Tried to call about an issue with my transmission. No call back all day after I left a voicemail first thing. I came in to get my car repaired and they refused service bc my vehicle was 10 years old. 10!! Rude and unhelpful. Not worth my business

  TheWurk
11 months ago
Rode from Georgia to Boston Massachusetts. Got to our destination and the transmission went out. Called around and were referred to Watertown. Emily is the best customer care person ever. She got us in so we could get back home ASAP. Luckily it was a recall part that was an easy fix. Emily we thank you so much! And all the guys at Watertown.Service: Transmission repair

  Anton Filiptsov
a year ago
They will waste your time.Bought new car in Watertown Ford.Had issues since 2000 miles, after 4 visits and leaving car for 2 weeks, none of the issues was fixed.And the end just got suggestion to reach Ford Hotline.They will tell that they are willing to help you out, but in reality they dont care.If it s anything harder than oil replacement, good luck with that.

  John Ballenthin
a year ago
Great service, though quite busy. They made a mistake on recommended work, but they admitted it and apologized. I understand that mistakes can happen, but it is rare that a shop so readily admits and apologizes. We will continue to use and trust this garage.

  Annie Summers
a year ago
EDIT: The folks at Watertown Ford owned up to their mistake and actually delivered the car to my daughter. Very cool.If I could leave fewer than 1 star I would. Incredibly BAD experience. Daughter is all alone in Boston after having just moved there. Car had a warning light so she brought her car in for service last Saturday and dropped her keys. In spite of repeated calls to the service center, it took them several days to return a call. The car ended up not needing any work so Tony promised he would lock the keys in the car so she could pick up the car on the following Saturday (because of work schedule, she is unable to get there during the week). After an uber ride to the service center, my daughter discovered no keys in her car. Tony did not do what he said he would. What an incredibly frustrating waste of time and money. Avoid this place - they cant be bothered to return phone calls and provide terrible customer service. I guess they just don't care.

  Marirose Calderon
6 years ago
I don't normally write a review and rarely in google but I just have to. I recently moved from California and had to have something done with my car that just got here a week ago. The employees here are amazing and of course Shawn! They were very helpful! It's like a warm welcome here in MA! I was worried I will be waiting forever and was looking for a cafe around the area but didn't really have to since the waiting area is amazing as well! Coffee, water, soda, snacks, tv, comfortable chairs and even a massage chair! Better than a cafe! Didn't wait that long for the service either! I am very happy with the service! Even better than my ford service place in California (yikes)! I'm happy I found a good service place for my car!!!

  Linda Robb
2 years ago
We were traveling from out of town and had a tire issue. We arrived at 7am on the Saturday before the holiday. The mechanics were there, but not the service associates. The mechanic took our car in and put a new tire on. We waited for the service associate to arrive, then were shortly on our way to enjoy our vacation. Thank you!

  Paul Creeden
4 years ago
Polite staff. Clean customer spaces. Waiting room very warm but stocked with beverages. Drive-in service was easy to check into. Routine service seemed to take longer than I expected. Otherwise a positive experience.

  Thyago goiano USA Boston
4 months ago
Away when i try call on service department noone answer me, people have problem with answer the phone

  Chris Spock
a month ago
No new customers I was told. How does that make sense?

  Anthony Ciamillo
a year ago
Waste of time. Booked an appointment a month out for a software update. Showed up, sat and waited for 4 hours before leaving after the tech still had not started the work. What's the purpose of an appointment at this business? Too many other options in the area to go back here.

  Erik
5 years ago
Highly recommend these guys! I've brought my Fusion there twice for a recall and the second time I had an oil change done as well. The first time they provided me a free shuttle service and the second time, they had the car finished in under an hour when I expected it to half a day (I did not make an appointment either time dropping it off). Honest staff and great service!

  Grant Gothing
4 years ago
So I had a recall for my airbag. I made an appointment 2 months in advanced ( only time they had available). Dropped my car off the night before and was told they ll have it done first thing the following day. I called at 1pm for an update and they said they were pulling it in now and they ll call me when it s done. 3.5 hours later I get a call saying I need $2200 of work done. I said No I just want the recall done. The guy reluctantly said okay we ll start the work on the recall first thing tomorrow.... I took my car off the lot with no work done at all. (shame on me for needing a car to get to work) I really hope I don t get Into an accident.

  Paul Turcanu
4 years ago
I used to get my cars serviced there exclusively for many years and they usually did a good job but I was dissatisfied with how they fixed one of the recalls on my Fusion. I ended up buying the $30 part and replacing it myself in a few minutes to fix the gas tank vacuum leak and pass the inspection. Also they refused to honor one of the "scratch and save" coupons for $18 which they sent to my address every month. So I decided to take my business elsewhere. I sold both my Ford cars soon after and never looked back.

  Julia Sanchez
6 years ago
This place is top-notch! Waiting area has refreshments, snacks and coffee. A massage chair, TV and a lady that makes sure you have alll you need whilr you are waiting! The really take good care of you. The service Manager is helpful and qualified to answer all your questions! I never get the run around here. I bought my car at a different dealer but I service it at this location because they do such an outstanding job! I am very happy with the service I get here!

  D M
2 years ago
Absolutely terrible, rude and unhelpful. You spend all kinds of money on a new vehicle and even when it's under warranty or has an active recall for an item that makes it unusable, takes nearly 2 months to get an appointment.