Jannell Ford of Hanover

The sales professional, Michael J Kinney, and the dealership made every effort to get me the best incentives possible when I decided to lease my 2016 Ford Fusion Energi. They went over ALL pros and cons for purchasing versus leasing. I was treated with respect and not pressured to go one way or the other. The facts were there and the decision was mine. I highly recommend Jannell Ford of Hanover for your automobile purchasing/​leasing needs.

Truly, on the worst experiences we have ever had. The sale wasn’t the problem. Everything after they received our money and we signed on the dotted line was appalling. Still ongoing after 6 months.
We are a Small/​Mid Size Business. We purchased a new 2015 $ 50K-​ish truck in Dec 2015. All the Bells and Whistles.
After originally purchasing the truck, and spending multiple hours in the showroom filling out paperwork, our truck became unavailable.
— We had to relook, re-​file out the paperwork, etc.
— But the Salesman, was helpful.
Within a month of buying the Vehicle, it had massive braking issues. (Googling shows this wasn’t isolated. Not the fault of Jannell)
Vehicle was in the shop almost a month for testing and repairs.
— We were given a rental vehicle. (Non Truck. No Signage. Basically, not usable for our business needs.)
When the vehicle was returned to us, we told it would cleaned/​detailed from their techs and the gas filled.
— Not only was the tank on «E» and wasn’t detailed at all, the truck bed was filled with snow with a layer of hardened ice on the bottom!
Furthermore, we asked for the records of the work performed to be given to us.
— It was supposed to left in the vehicle. It wasn’t.
— We asked it to be faxed. It wasn’t twice.
— We ended up sending a employee down to personally get a copy.
Upon signing the contract, we discussed Maintenance and Extended Warranty Plans. (There are 2 people in Finance Joanne and Kathy)
— After the upwards of 4hrs+ filling out paperwork, we were told we could address the matter another day.
— We left 4 – 5 voicemails with Finance over multiple weeks. No return calls from either.
Finance did call us back 1 time AFTER we contacted the Sales Manager.
— They said they would call back with answers and pricing.
Multiple Voice Mails later and still response, we physically SENT and employee to visit. (It was towards the end of the month)
— My employee returned. He stated, no customers were on the sales floor. Finance had no customers in their office. When he informed the woman in Finance (Joanne), we were there about adjusting our plans. She became extremely flustered and kicked him out, saying she was too busy.
More voice mails, more no call backs over the past few months.
It’s now June, 2016.
Called up again. Finally reached a live person, Kathy.
— «I can’t help you.»
— «It’s not my fault.»
— «Joanne is handling this. She’s in on Thursday.» (It’s now Monday)
— «I never sent anyone anyway. I would never do that.»
Really?! Passing the buck, blaming your other personnel, and saying that you would’ve returned calls, etc is somehow acceptable?!
On top of the complete disregard for our additional costs, time delays, payroll, the attitude of entitlement as those she is doing us a favor:
— She didn’t even know the Warranty Plans they offer!!!
— Finance SELLS these plans. There aren’t many. And she didn’t know them. (And gave attitude for ignorance on the topic.)
As a business, the fact no one in a senior position has stepped in, addressed these issues with their staffs, reached out to us at any point, etc, etc, etc is truly appalling.
We are in the market for another vehicle. Obviously, we will be shopping elsewhere.

I brought my 2003 Cobra to Jannell Ford for a thermostat because my car was running hot. They installed the wrong thermostat and made my car unoperable! They also told me that they believed that I had a blown head gasket. I had the car towed to another shop who did diagnostics on the car and were pleased to find out that the wrong thermostat had been installed. I drove the car home and it has run great ever since.
I called JANNELL Ford and even went there and showed them the wrong thermostat which they installed. They offered me a instore credit, which I declined. They clearly don’t do a quality job and they don’t treat the customer with any respect!
I will never go there again!
Since my problem with Jannell I have heard many other problems with them from numerous people!
BEWARE OF JANNELL FORD!!!

Dropped off my Diesel truck at 7:45am and did not hear from anyone until 4:40pm. It is a business truck and I need it back ASAP. Need a diagnosis and need it repaired. They said it was a difficult diagnosis. The code that came up identifies the problem. Not sure what takes so long.
Other places I’ve gone look at it right away when I drop it off. I can’t wait eight hours to get a diagnosis. They recommended all these repairs and reset the light. The engine light hasn’t come on since. Thank goodness I didn’t get it repaired. Find another diesel mechanic. Skip this place.

Was led to believe there was a 2^nd key for the used car I purchase prior to the sale, after the sale was made there wasn’t a second key so now I have to spend $ 250 – 300 to obtain a second key from another dealer. This is after spending over $ 27,000 for the car. The salesman when asked if there was a second key at the time of the test drive, he respond was «I think I saw a 2^nd key back there.» Now he says «I never said there was a 2^nd key.» No you did not say there wasn’t either.

Leasing a card through Jannell Ford was a pleasant experience. The staff was very personable and I left there feeling like I didn’t get screwed

My boyfriend was looking for ’14 and ’15 F250s and F350s for his business. Ms. Gales was very aggressive and dishonest in her presentation. She did not have a vehicle to present to us yet demanded to know why we would not sign on such vehicle that we had not so much even viewed a picture of. She informed us that certain options he is looking for were not available on any vehicles in order to force us into a truck that she would easily find. I later found out in speaking with a ford certified sales specialist at another dealer that these options are actually available. Mr. Clark was very condescending and patronizing and offered us a ridiculous trade value on my boyfriend’s current trade (which is also a Ford sadly). He spoke down to us and told us he would not even care to drive the truck off your lot. As I was leaving I was infuriated to be spoken to in this fashion and ripped up the listing they were trying to force us into and disposed of it on the ground outside. As a result Mr. Clark called my boyfriend about this. Just a couple minutes later my boyfriend’s phone he had provided to Ms. Gales was bombarded with phone numbers and texts regarding a false craigslist ad. My boyfriend apologized to Mr. Clark for my being upset and Mr. Clark denied the posting. I later called and spoke to Mr. Clark and explained how he had offended me. I have been involved with the car business all my life as my family is in the business. I explained to Mr. Clark that I would be seeking legal action for the sabotage he caused to my boyfriend’s business for this false ad on craigslist. Just a few minutes later the posting was deleted. I am appalled that a business such as this would stoop to such levels. As I was sitting with Ms. Gales I saw several salesmen talking down to women who simply stated they wanted to think before making a decision. I hope they consider providing some customer service training to staff to avoid situations like this in the future as they are bound to be involved in legal troubles operating in this fashion.
3÷12÷15 update: I made contact with GM Roderick following this experience. He assured me this unacceptable situation was dealt with internally. GM Roderick was very responsive, respectful and professional and attempted to fully remedy the situation with us. Thank you

First, this post is legit, my new Ford is in my garage (see picture). That I suspect makes this review different from most if not all of the 1-​star reviews below. Most places with bad reviews are consistently bad. Others have bad reviews from their competitors, which is a problem with Unilocal.I am certain that is what is happening here. Jannell was the 2014 Dealer the Year and it shows. There is no way those other reviews are legit.
I have bought about a dozen cars in the last 15 – 20 years. Of those, this is 1 of 2 that I bought from domestic dealers. The other dealers were Herb Chambers Porsche, Herb Chambers BMW (different dealers and cars bought a decade apart) Clair Acura, Clair Audi (ditto), Reitzel Porsche Audi, Mercedes-​Benz of Boston, Quirk and a few others.
I mention all those not to brag but to point out that I have appreciated the highest level of service found at local dealers, and that is how my expectations were set. I walked out of another dealership when there was a siren that sounded off because a sale was made (seriously!) and I am not going to put up with b.s. sales tactics (which many used and new car dealers are guilty of).
We connected with Jannell Ford of Hanover through a 3^rd party website, doing a general request for a quote. Most (all) of the other responding dealers just followed up incessantly like they were cold calling, not acknowledging what we wrote or requested, but just hammering us with «When will you come in for a test drive? When will you come in for a test drive?»
In contrast, the Jannell team was helpful from beginning to end. They provided a detailed quote and trade-​in estimate, then even raised their trade-​in price by nearly $ 1000 on-​site (unprompted). In two visits (initial test drive, then final delivery), Evan and his team met us *after* closing time (due to our schedule constraints), working thoroughly and expeditiously to get the deal done on our terms. They were all exceptionally professional, courteous and trustworthy.
In all sincerity, I highly recommend that anyone in Boston and/​or South Shore area looking for a new or used car go to Jannell Ford in Hanover, where you will find the best price and service. It is no surprise they are the 2014 Dealer of the Year.

Jannell Ford turned a bad experience into something good.
The new Service staff couldn’t get much better.
They took my truck issues personally and fixed the problem.
Scott and his crew are very courteous and professional. They were able to find and fix problems that other mechanics couldn’t.
I’m glad to have them near by, and would highly recommend them.

If I could give a rating lower than this, I would. The service at this dealership is non-​existent. They do not stand behind the Ford brand. Every time I have had to interact with them, I have been met with defensiveness and poor service that it makes me angry to even give them my business. My most recent interaction was regarding the steering column recall. I was told, by Jannell, I would I would receive a letter at the end of July from Ford. If I was having a problem with the steering that I could bring it in but if they found it my problem was not part of the recall that I would be responsible for any charges. Nice. I am shocked that they are actually still in business the way that they conduct business.

Ugh do not go here… Let me start by noting the sales people are top notch. Not to pushy and not extremely knowledgeable:) but the product, oh the horror. My wife bought a 2013 ford edge with only 20k miles on it and within a year we have already sunk thousands of dollars into fixing things that happened to «break» outside the warranty. At first I thought it was just bad luck, but 5 repairs later I knew there must’ve been some bubble gum and duct tape repairs.
Not to mention the finance people were so pushy and deceitful they made my wife cry, but she loved the car so we purchased it anyway. After my last repair that was outside the warranty my wife asked me is there anything we can do about this car I just want to return it and make them take it back. Unfortunately I had to tell her sometimes businesses screw people to make a quick buck, but usually the free market corrects these problems… Don’t be taken advantage of by this company! There are NO deals, and for the product to even have one star is a stretch… Looking forward to ditching this piece of junk…

Service here is a joke. After repeated nightmares I take mine to Sears instead. Really, I no longer take my truck to the Ford dealer if I can avoid it. Sears in the Hanover Mall (across the street) does an incredible job.

I bought my newest car from Jannell early this week and I’m beyond satisfied with all sides of my experience. After checking in with all the other major dealers in the area, walking in was like a breath of fresh air.
There was no stuffy management in suits and no awkward sales tactics. I worked directly with Vito in sales. In addition to being up front and honest, he helped me make sure the car fit my lifestyle and the price was the right where I wanted and needed to be.
Fast and hospitable aren’t typically 2 words anyone would use to describe an experience with a car dealership but there’s no other words to describe them. Vito even went as far as to drive back to my house, grab the title and use a truck to lug back some spare parts that I had left over to add to my trade-​in. In less than two hours, I walked out behind the wheel of a new car.
Their service department is even great. The following day I needed them to correct a minor wrinkle that I overlooked before I sealed the deal on the purchase. Adam, one of their mechanics gave me the full run down on what they needed to do and how long it was going to take. He had it done in half the time.
I would definitely recommend Jannell to a friend or family member and I will go back the next time I’m in the market for another car.

I stopped bringing my car here for service a while ago. Expensive, unpleasant atmosphere. I had to bring it back recently for recall stuff and they discovered it need $ 2000 in repairs. It’s an old Escape, so I figured I would just get a new one instead. I knew right away I wouldn’t buy from them. Their showroom is depressing and their people unfriendly.
I drove down the street to Best Chevrolet (trained by the Disney Institute, and it shows!) to buy my new Ford Escape, and will be having it serviced only at Best.

Be very careful…
We recently purchased a used Explorer from Jannell. In the end, I think we got a pretty good deal on a nice car. However, getting there was painful and took a lot of careful inspection of our documents and standing our ground.
The first issue is the negotiation tactics that they use. They’re careful to negotiate based on a monthly payment… not actual vehicle cost. When we tried to confirm specific details of the deal during negotiations, they were intentionally vague… even deceptive. We had a verbal agreement to what payment and term we wanted to be at… but no details of how the deal was structured.
The worst part came when we began discussions in the finance department. We kept getting verbal reassurances that the deal was just as we discussed with the salesman and sales manager. We were offered an extended service plan. Initially it would have added about $ 25/​month to our payments. We declined. She then utilized some «discount codes» which magically got this service plan down to $ 6/​month. We agreed to this. However, when we reviewed the sales contract… we found she neglected to tell us that the term of the loan increased from 60 to 63 months. We demanded a revised contract, dumped the service plan and got the deal we initially agreed to.
At this point we were annoyed… but we got the deal we needed. To add to the frustration, when we went back a few days later to get our inspection sticker, we were informed that they needed to do an update to the computer system before getting the sticker… and then we’d need to drive it for a few days and come back. This in and of itself is not a big deal. However, you would think that they would have done any updates to the car before they put it on their lot.
We did follow through on this purchase with Jannell. However, we will not be using them again for any purchase or service. Unfortunately, they fit all the stereotypical clichés of deceptive used car salespeople.

BEWARE BEWARE BEWARE… Just a bad overall experience.
From the salesman to the manager, very aggresive, I will not shop at Jannell ever
again.

I have had a horrible experience with Jannell Ford. I was practically forced to provide an urgent deposit to hold a vehicle. As they worked on my financing and I was sending them the needed information they were not responsive and assumed the deal was closed although they never provided me with the terms of my loan and agreement. I was then told what the bank offered me and they were unwilling to negotiate on the price of the vehicle. In the meantime I went to another Ford dealer to begin the same process who was much more responsive and not forceful. Within 2 days I had negotiated a better deal, with a better Ford dealer experience for the same exact vehicle with just 9K more miles. Additionally when I was approved for my loan at the new Ford dealer I was told I would not have been approved for the deal Jannell indicated I would have been.
On ³⁄₇ I provided Jannell Ford with a deposit and after 3 separate phone calls (2 with the same sales person that took my deposit and 1 with their finance person) I STILL have not received my refund after these 3 requests and the most recent again being yesterday. I am extremely frustrated, was skeptical throughout my experience with Jannell and is now planning to file a complaint with the better business bureau.
Terrible experience, poor customer service and recommend you go else where for a vehicle.

So far so good. I gave them my budget and they were very honest with me and reccomended some better alternatives. I dont think they’re going to work for me as i want what i can’t afford, but the down to earth communication with the salesman was refreshing.

As far as sales go, they were great, especially the salesman Jack. I wish my experience with service was the same. I have had numerous bad experiences and have had to return for the same problem a few times and I finally went to a different dealer which I was against because I like the small family run feel of Jannell. One example is that tail gate glass on my explorer rattled over bumps. Jannell charged me $ 35 claiming they adjusted it. Come to find out when I reported the same problem to the other dealer, there is no adjustment on it. The other dealer sprayed silicone on the latch which took care of the problem and they didn’t charge me. I would buy a car from Jannell again, just wouldn’t service it there.