Worst service dept! Stay away or you will get screwed. While under warranty I brought my car in about a noise coming from the rear suspension when i go over bumps. they told me it just needed to be lubed up. Noise went away for about 3 weeks, now its back but i'm over the warranty and they think they are going to charge me to fix something they only put a band-aid on? If they had fixed it right the first time, i wouldn't be there again. So after agreeing to look at it under warranty, they now tell me its supposed to make that noise! Really, give me a break, I've owned plenty of cars and know enough that a car is not supposed to squeak going over bumps. I had hoped that when Jack Madden bought them out, he would have gotten rid of the deceptive practices that live within this pathetic dealership! read more

I would give 10 stars if possible! My wife and I bought a 2013 Ford F150 from Mike Normandin on Friday night. This has to be the best shopping experiences buying a vehicle ever! Mark the finance manager was a pleasure to work with as well! I can't say enough about the honestly and professionalism these two gentlemen showed throughout the process. Thanks again Franklin Ford you have gained a customer for life. read more

Purchased an F150 from Dave W. Very happy with the experience I like the size of the dealership felt the service was personal and Dave was very professional and explained the whole process which ended up being painless. I certainly will post again after my first service but I would highly recommend Franklin Ford. read more

I had a great experience at Franklin Ford back in 2012 when I purchased my 2012 F150. Having had the truck for almost six years I was ready to trade it in for a new Lariat F150. The service department was top notch up until recently when I brought my 150 in to check for a minor problem. They couldn't diagnose the problem right away but said I would need new rear breaks within the next several months. After having to leave the truck overnight and then reschedule the repair, I was told that in addition to the repairs I brought it in for I would need new front breaks! When questioned about this they said the guy must have made an error with the rear breaks but the front breaks needed work right away. So here is the rub....I had all of the breaks done at 35K and I had 54 K on the truck then....not possible with the way I drive. Were they trying to intimidate me into getting the breaks done or did they use inferior materials on the initial replacement? I quickly changed my mind as to whether or not I was going to do business with Franklin Ford again. They can't be trusted....too bad for them, I just spent $54K on a new truck elsewhere! read more

Easy but customer service makes me feel like they are doing me a favor by making an appointment. I don't love dealing with the people, but the location is convenient and I plan to turn my lease back in to them so I continue to go back. read more

I personally would not recommend to anyone, customer service is very poor especially in service department. The desk attendant checking me in proceeded to take a call in the middle of my transaction. I then had to wait 22 minutes just for my car to be taken by an attendant. Not too mention the outdoor waiting room I am sitting in due to the construction. Seems like they care a little too much about the new building and not enough for the customers. read more

Ease of doing business. Helpful and courteous staff.

Have used Franklin Ford on two occasions, the first visit was difficult - the car was "just" over the warranty and required an unexpected payment. Tried the dealership for service once more - worse experience of my car ownership. They broke part of the seat, blamed me and then demand I pay for their error. Buyer beware! read more

I was treated right away. They were able to diagnose the issue promptly and I did not have to wait a long time.

Buying a car from Franklin Ford is a good experience...However...Run (don't walk)from Franklin Ford's Service Department!! Their service technicians work leaves a lot to be desired. The first incident was when we had hit a pothole damaging the tire and rim. Sounds easy repair right?? Grossly overcharged us for the rim (more about that later). After the replacing of the tire and rim we noticed the low air pressure in a tire light was on. We took it back to service and they said WE bent the inflation stem causing a sensor malfunction. After heated exchanges with a very condescending service manager they replaced the sensor. (The light hasn't gone off to this day) While in the shop getting that work done they brought to our attention that they had dinged the front bumper and they would repair and repaint the damage. The repair job was to slap some off color paint without blending it to surrounding areas. We were told we would have to wait a week until their professional painter came in. This most recent incident was the last straw!! We took car in for an oil change and told them to check the front tire that was losing air. Told us tire sidewall damaged needs new tire. $250 Put on new tire. Next day tire still losing air. Returned to shop now told we needed new rim old one was cracked. It went on and on for over 2 weeks. We both work and could only leave it for Saturday service. They don't have loaner cars. Prior rim replacement cost us $800. (Low profile rim). Service department told us to bring in car so they could take a picture of rim so they could see about getting a less costly used rim. On my own I Googled rims for that make and model and I had my answer in 1 minute. Ordered on line delivered in 3 days. I had it installed at small local service garage. Tired of their poor customer service. We feel sorry for the sales team who are being backed up poorly! No more dealings with Franklin Ford for us! read more

My experience with Franklin Ford has been one of the most disappointing experiences I've had in a long time. The sales staff is extremely rude and arrogant and I was made to feel like an interruption rather than a customer. I did end up buying a car from them but was once again left hanging when work promised was not done and I was told "we are not spending another dime on this car!". I should have known this was the wrong dealership for me when I knew more than the salesman about his inventory and cars. He lied to me about the pricing of the car (reduced significantly) and cars that I test drove were filled with food and drink trash from the Franklin Ford staff (this is not an exaggeration, there were about 3 meals worth of fast food trash in the back seat). After I purchased the car, the sales manager threw paperwork at me and left the room without even telling me he was done with me or giving me a simple thank you. I sat in the room for 10 minutes before someone else came in and told me we were done. Now how arrogant is that? Steer clear of this dealership. I am surprised that in this kind of environment a business does not understand how to properly service their customers. read more

Outstanding sales experience. So much better than the false advertising I experienced in Foxboro. Ask for Ron, and you will get an honest guy and feel good about your investment. Convenient, quick, and honest. read more

Brought my Lincoln MKT there for warranty service. Had them replace my side mirrors due to blind spot sensor not working. Car wasn't purchased from them. They had to paint mirrors to match color of the car. When I got the car back there was paint on the mirror lens. Within a couple of months the paint was peeling. There was no primer under the paint. Keep touching it up but its a losing battle. Will need to bring it to a "real" dealership, to get it fixed correctly. So much for warranty. I WOULDN'T LET THEM WORK ON MY BYCYCLE !!!!! Run from this place. read more

The friendly staff and great customer service. They made buying a car painless and stress-free.

Bring both my Ford Expedition and F350 Diesel here for repairs. The repairs are done right the first time and done quickly. This is especially important on my 350 as I use it in my business and to plow. Last visit was for a leaking pinion seal. They did not have the seal in stock but sent a runner to another dealer to pick it up just so I could have my vehicle back for an upcoming storm. Joel the mechanic is as good as they get and Carol the service writer is just a sweetheart. Wouldn't go anywhere else for my repairs. read more

WARNING! I recently purchased a 2016 Ford Fusion from a local dealer, FRANKLIN FORD. Within the first two weeks the check engine light came on, the car idled very heavily and was making a strange click every time the fan turned over and the cars AMPG was well below what it should be. Franklin Fords service shop took the car in only to tell me that the check engine light and all issues where due to O2 sensors. Two days after franklin Ford "repaired" my vehicle the check engine light returned and the issues continued. I returned the car to them again and they kept it for a week, again to not have the issues re occur a day later. This car is a 2016 with 20k miles on it after returning today again franklin Ford refused to assist me or refund me under the mass lemon law. I requested being put into a year newer model due to the car I had already purchased being writhing the Massachusetts lemon law standards and they instantly declined. They tried offering to change me into a car they had just purchased from an auction not even two days ago I refused to look at the car due to them just buying it and not having any idea about the car. I requested a copy of the mass lemon laws from them and they refused to assist me. The dealership told me that they would not take time from there day of sales to assist me (a customer who had already purchased a vehicle from them.). Franklin Ford then told me they would call the police if I did not leave the property. Please share this to all of your friends so that this goes around so people do not make the same mistake of shopping at this dealer. read more

Worst (and most costly) experience ever! They sold me a $32,000 "Ford certified" vehicle that they never checked out and is a complete dud! On the day of pick up I had to sit and wait 2 hours because at the last minute they told me they realized my vehicle needed brakes....that should've been the first red flag for me as they should have know this prior! Then, the GPS/Navigation system wasn't working when I went to drive it off the lot! How could they not know these things if it is part of the 172 point checklist? I had to waste my time taking it back several times for them to figure out what was wrong with it and fix it!! Then I complained of a squeaky belt and was told it was nothing....then on the first hot day, my AC wasn't working! Brought it in, they said it "may have a small leak" and they topped of the fluid....well ok, it obviously did have a leak and I was back there again to have it checked out when it again stopped working! This time they said it needed a new compressor and that there was indeed a belt that needed replacing ( which I mentioned weeks before and was told it was fine )... I leave there and go to pick up my 2 year old at my mothers....I am running errands and receive a call from my frantic mother that there is a belt sitting in her driveway! The belt they had just "looked" at had fallen off only leaving a shredded strand still in the engine! With my 2 year old I had to wait for a tow truck because the belt was a main belt and not safe to drive without it! I would've lost everything had that single strand broke! Once that was resolved after days without my car and several trips back and forth, I heard a clunking in the front end! Long story short, I had to again bring it in for the steering stabilizer to be replaced! This car had 14,000 miles on it when I bought it! It should not need any work! Then my moonroof was leaking and I had to bring it back again... There have been SO many problems with this vehicle that they finally offered to find a replacement vehicle... Which is a joke. They are just dragging this out hoping I will drop it or that enough time will pass that they will say too bad. In the past few months they have only come to me with one replacement option! And it was a vehicle color I told them I hated so I had to think it over and talk with my husband... A week went by, but in that week I did call them twice with no response back, so I brought my husband there to look at it and tell them that despite hating the color, that I would take it just to get out of the lemon they sold me.... And they had sold it! I can't even list every problem I had with them, but I would never ever again buy from them or their affiliate Jack Madden ! Not only a waste of my previous time and hard earned money, they put my daughter and I's safety in jeopardy through their carelessness and false claims. read more

Buyer beware! Franklin ford may be a family business but it is not run like one. They institute high pressure sales tactics to close sales that are not in the customers favor. I went there recently to purchase a vehicle, and I felt forced and pressured through the entire transaction. My experience was so unpleasant I filed a complaint with the Better Business Bureau. Their prices online are about $3500 less than their prices at the dealership. I would never do business with Franklin ford again. read more

I am in financial sales and am commissioned so I am not the type of person who writes negative reviews. But if this review can give the customers reading it a little bit of ammunition as consumers, I have done my job. It is this simple: if you are buying a NEW Ford vehicle, if you go through Ford Of Franklin, good credit or bad credit, you are getting screwed. I usually give people the benefit of the doubt because a lot of times, customers are emotional, indecisive, and uneducated. That last part by the way, Alex, is important for you to learn (uneducated) especially since you've been on the floor there for 2 months and probably have only been in sales for 2 months.I don't know if you have this freedom on the sales floor because Daddy got you your job, but you have to educate your clients in order for them to move forward with you. I am leaving this review so it can benefit this dealership also, and I hope that the owner reads this and learns to train his sales guys a little better before you let them out of the nest. To make a long story short. I was buying my leased vehicle of two years. I walked in and that was the first thing I said to Alex and anyone that crossed my path. It took me 6 hours. SIX HOURS, to get to what the payments would look like and Alex kept trying to sell me on a new vehicle buy. Which is fine, but they were offering me a 2015 Focus SE, 4 thousand down, payments were around 490 a month. Credit was banged up, but I still felt like I was getting ripped off. They were trying to bump me from tier 5 to tier 3 or 2. Buddy (the finance guy) was very helpful and was the only person in my 8 hour nightmare at this sorry excuse for a dealership who provided me with answers. Alex, the new kid, ran me around and wasted my entire day. This dealership just cannot produce the results like Two Rivers Ford of Mt. Juliet (yes that is a plug in please check that dealership out, you will save ALOT of money) But guess what? Today I am driving a 2016 Ford Fusion SE (27k MSRP), bad ass car, 0 money down, payments are around 460 a month over 60 months 1.9 APR. Two Rivers Ford. If you are going to buy a Ford Vehicle in the state of TN, you HAVE TO GO TO TWO RIVERS FORD. They offer wholesale pricing and their guys are not commissioned base so they aren't going to try and screw you. TWO RIVERS FORD gave me a deal that FORD OF FRANKLIN would have run at least 5k down and my payments would have been well over $700. I am now driving the vehicle I want, at the price I want, no money down. And could not be happier. If you have a flipping GPS, put in Two Rivers Ford and drive to Mt. Juliet. They are wholesalers and will save you boat loads of money and will treat you like family. To the owner, please put Alex through training again. Just because his dad works there does not mean he should be free to roam around without supervision. He also took off my license plates on my lease. I drove around WITHOUT license plates because this kid took them off before I was even approved for financing. Consumer reading this. PLEASE GO TO TWO RIVERS FORD IN MT JULIET. You will absolutely not regret it. -Ross K read more

Go there get best price then run out of there go to Imperial Ford up the street and pay thousands less for a better vehicle that has been checked out by a certified technician and get respect from sales personnel read more

Do not buy a car here! The bait and switch they tried to pull should be illegal. I think they tried to take advantage of a single young woman. Went there to purchase a ford Escape none on lot but told one was coming that afternoon, great. She negotiated a great price place a deposit with the plan to return in am to test drive and complete the paper work, so she own this car right?!!! Receives a call a few hours later oh sorry the other dealership sold the car. Made all kinds of promises to get another one, no one calling her back for days, even after involving the GM still nothing then tried to say sorry cant find any but we have these other Escapes with more options but you will need to pay more. Not her fault the other dealership sold the car they signed a purchase agreement why should she have to renegotiate. Not a good way to do business. Ended up buying the car with the similar options at another dealership, so there were still cars available. I think she negotiated a great price and it was not good for there bottom line so they did what they did NOTHING! We are a ford family plan to buy two new fords in near future but not with this dealer. read more

I bought a new Ford 2014 F150 from Franklin Ford and I could not have been happier with the experience. My search began on the internet and I received a prompt response from Bruce with a quote. 2 days later I stopped by for a test drive and I was introduced to the sales person Mike Normandin. Mike was very knowledgeable about the F150 and took the time to go over the vehicle options in great detail. Mike gave me his best quote on the price and I told him that I was going to shop around the remainder of the day and if had the best price I would be back to sign the deal. We shopped around to a few more dealers and Franklin had a very competitive price and they the King Ranch model in the color I wanted. That afternoon we returned to Franklin signed the deal. 2 days later the truck was ready for delivery as promised and the detailing was amazing. Once again Mike took the time to review every part of the truck so that when I drove away it was all programmed and set to my specifications. Could not be happier with process. I am hoping that the service department is as good as the sales organization when it comes time for my first scheduled maintenance.. read more

Just purchased a 2017 Ford Escape but wanted a trailer hitch. Franklin ford subbed out the job to a 3rd party who return the card with the wires for the hitch inside the car, no attempt to pull them through and place them on the hitch were they belong. After showing the dealer the issue, they offered to have it fixed by their mechanics and not send it back, I did not want the 3rd party to touch the car. So I dropped it off, got a call to pick it up, saw the salesman who said nothing, no one said anything that the card had left the premises, well the GPS had logged it. They brought it back to the hacker 3rd party and then after I confronted them they admitted to it. Now I have no idea if it was installed correctly or if they drilled holes through the body of the car, etc. Who knows what they did. But the fact I was lied to is indefensible. Moral of the story, don't trust what they say, they will lie and say one thing and do another. read more

This dealership doesn't even deserve one star. The service department gave me the worst experience of my life. Discriminated against women and so offensive. They promised me my truck would be done in 3-4 hours, they have had it for 3 days and still never even updated me on my vehicle. I had to keep calling and calling for updates and said "yeah a little more time" 3 days later. I had to have multiple people call and get answers from them because they were talking to me like I knew nothing when I told them what the problem was and that is why they were fixing it. Called Ford headquarters and put in a complaint. So unbelievable at the treatment the service staff treats women. I am a women who drives trucks and tows and knows about trucks. They treated me like I knew nothing. I even provided them with all the parts because I knew exactly what it needed. Never again will I step foot in this dealership again. read more

I have bought two new cars from Franklin Ford within the last year and each time I went in the staff was very attentive and courteous. When I originally called this most recent time they did not have the car I was looking to buy in stock but did let me know that they would make a few calls to see if they could get one ordered and in by the time I was looking to take it home (within a week). By the end of that day they called me to let me know it would be in within the week (they put a rush on it) if I would like to come in and look at it they would call me when it there. They worked diligently to get me the best price and rates with several banks. The salesman and general sales manager made buying a vehicle here extremely easy. They took care of all details and I was very happy with the price I paid as well as my monthly payments. When I went to pick my new car up it looked beautiful. It was out front and ready to go. The salesman took my plates and put them on while I signed a few documents and I was on my way. They really could not have made it any easier. I definately give them 5 stars and whenever I am in search for a new vehicle that is where I will go. read more

I had been to 2 other local Ford Dealerships before driving to Franklin Ford to make my purchase at Franklin Ford. Upon arriving I was sure I was going to be treated the way I was at the other dealerships with high pressure and wasn't looking forward to it. I was greeted by my salesman George Carr, who not only listened to my needs, but recommed I go with an XLT Explorer rather that a Limited as it had the equipment I was looking for. He saved me thousands by listening to me and showing me what I was looking for rather that trying to sell me something with stuff that I didn't really need. We he gave me a number on my trade in vehicle, it was a few hundred more that the other dealers had given me, and this was right up fornt, He didn't have to keep going to his manager to "see what he could do" as the other dealers did. I was able to take my new car home that day. I am truly greatful for giving them a chance and will be sure to return when it's time for my next purchase. read more

4/30/12 I brought my car to my mechanic to check the service engine light that came on. He told me there was and issue with the thermostat. He told me if I had the extended warranty (which i do ), if the light came on again take it to the dealer (Franklin Ford). The light came back on within a week. Schedule the vehicle for service week later, they also found the problem to be the thermostat. In that two weeks I was able to use my air conditioner without any issues.When doing the warranty work, they suggested I do an engine flush (cars 5 years old). So I did for 134 dollars. Everything was fine until I tried to use my air conditioner, it didn't work. Went back to the dealer (Franklin Ford) and ask if the work they did on the thermostat could have cause the issue with the air conditioner. I couldn't understand how the car went for one issue and came out with another. The service agent tells me the two issues have no connection with each other. They check the car and and tell me they need to run a test for 170 dollars telling the problem with themostat could have burnt out the freeon. So what is? Does it have connection or not!! I said no thanks and took my car to my mechanic. He check out the issue and ran a test for leaks and found no issues. He added freeon,air conditioner works. He did this in less than a half hour. Charged me 50 dollars. My mechanic told me that wasn't possible that the freeon would burn out. read more

The service department is useless. If you need service take your vehicle to another dealer, I did. I made an appointment for a oil change on their web site. When I call the next morning to see if I could get a earlier appointment the service man told me they don't do appointments on Saturdays, first come first serve only. I told him I made my appointment on their web site. He told me their web site needs to be updated. Had I known I could have just walked in on Saturday for service I would have been there early morning and not waiting around all day for my afternoon appointment that their so called web site let me make. I told the service man to cancel my so called appointment, I will take my business elsewhere. I hung up the phone and called Framingham Ford and asked them if they were able to do a oil change, the service man told me to bring my vehicle in. No waiting. THIS IS MY FIRST AND LAST TIME AT FRANKLIN FORD. Once you buy a vehicle at Franklin Ford they could care less about you. read more

A true, old time car buying experience, if you prefer your car buying experience to have the typical smoke and mirrors, deception, poor communication, and that general feeling of being a monthly quota I would recommend you get right to the dealership and ask for Bryan. He is the man in charge of the sales circus. There is no integrity to his operation. Had an agreed price, and agreed date to close the sale out in a cash buy, still not good enough. Sold the vehicle out from under me anyway, must have got more money for it. Could have called or contacted me, but WHY? that would be the proper and ethical thing to do. Nope, instead he tells me to come down and close out the deal the following morning anyway and waste my time only to have a salesman tell me the car was sold. Bryan couldn't even do it himself, "Dave" had to do it and all he could do is say he works for Bryan. Its all about the buck, the now, and nothing to do with integrity in business. Do yourself a favor, drive by and go to another ford dealer, I would recommend IMPERIAL in Milford. Thanks Bryan - may Karma find you soon. read more

First of all I'm pretty new to buying a car, just been driving my moms car for a while so I've been looking around. Found this great deal on a car here at Franklin Ford so I sent in a message via the website for Franklin Ford to contact me and schedule an appointment to view the car. Allison called me and asked to schedule an appointment, to which I said I could just see it when I get there but insisted that I put in an appointment time, so she scheduled me for 1 and told me I could talk to Rob or her when I arrived. I got there at around 1 and asked to see either of them and was told to wait. After waiting around 10 minutes I got up and looked around at the cars outside and was hastily told to come back in by a younger gentlemen who said Rob would be out soon as he was finishing up with another customer. Granted I'm fine waiting, but there were at least 5 other gentlemen who worked for the dealership standing around - none of them offered to help. After 15 minutes of sitting around Rob finally came over and told me that the car I was scheduled to look at was being sold to another customer. There was a couple next to me who was nervously watching me the entire time that I was there. This was strange to me, so I asked to look at another vehicle, he said he would help me out in just a bit. Another 5-10 minutes go by of me waiting and still no help. To make a long story short, they pushed a customer into buying a car by using me as "bait" and ignored me, please don't waste your time like I did and go somewhere else. read more

I had a 2010 Chrysler I purchased used at anther dealer 2 years ago in Mendon Ma., and got Ripped off there, so I was determined not to let this happen again. I have a large German Shepard, so I wanted a Ford Escape, so he could come along! I went to no less than 6 other Ford dealerships, and they had NO interest in me, since my credit is just starting to go back up after my husbands passing away, and being on my own. Anyways, I went to Franklin Ford, and I Should have gone there first!!!!! They ARE GREAT PEOPLE!!!!!!!!! Mike Potenza was my sales person, he is the nicest guy!!!! I was looking for a pre owned Ford Escape SE, and he had a beautiful Slate Gray, that I LOVED!!!!!! Long story short.......NO pressure, NO games, No trying to sell me things I don't need! The Sales Manager, Rob Lee was the Best!!!! Mike is very intelligent about the cars and trucks. If you go there ASK for Mike, you will be glad you did. I LOVE my Escape. The finance manager,(sorry can't remember his name) was great also. I can not believe the difference between Franklin Ford and the "other" Ford dealerships. They are like one team all working towards the same goal, making the customer happy, and I have to say they made me Happy! I will for sure BE BACK!!!!!!!!! Thanks Franklin Ford!!!!!!!!!!! read more