Bonnell Ford

I started using Bonnell Ford after having issues getting a timely appointment at Stoneham Ford where I normally go. I found the Bonnell Ford online scheduling system very user friendly and the experience at the dealership was reasonable at my first visit for warranty repair. After that first positive experience, I booked an 5k service for today. As I left the dealership, after my service was completed, my 2025 Explorer began making a loud scraping sound under the front end. I pulled over and discovered the underbody panel, just below the front bumper, was hanging down and dragging. I returned to the dealership and told them it appeared that some screws were not reinstalled by the lube tech. I also asked the service writer to please have someone do a quality check and make sure all the fasteners were installed properly as my 2025 has only 9900 miles on it and is still like new. He returned with my vehicle and assured me that he double checked personally and all was correct. When I got home, I slid under the Explorer only to find several screws were still missing and the large under body panel was not secured properly. I also found broken clips and hardware which I grabbed as I went back to the dealership where I spoke directly to the service manager. The service manager had my vehicle immediately brought into the shop and then invited me out to have a look. He stated that there would be no reason for the lube tech to take off that particular panel and pointed out what appeared to be scuff marks and suggested that I brought the vehicle in damaged. I argued that my vehicle was like new when I drove it in, and it certainly was not dragging an underbody panel which they already attempted to fix once. He continued to defiantly state that while they would attempt to secure the panel it was not something they caused. As I waited outside for the repair attempt, I walked over to where they stage cars for pick-up, which is where mine was earlier that day. I noticed the curbing is much higher than you would expect it to be, and they are noticeable drag marks and broken pieces of plastic on the ground. Presumable whoever staged my Explorer for pick-up must have driven into the curbing and damaged the underbody panel. Mistakes happen, and in my view it is what you do to remedy the situation that matters. If the service manager had simply made the mistake right instead of blame shifting onto the customer, I would have been more than pleased. Avoid Bonnell Ford at all costs!! They claim to be a “Premium Ford Car Dealership,” yet they can’t be trusted with an oil change and have ZERO integrity.

I only bring my Fords to Bonnell. My Fusion and Explorer (both purchased at Bonnell) are serviced without a problem. Done correctly the first time. In the rare event there is an issue, they take care of it with no argument.

I think the service department is terrible. For my 2018 Ford Explorer service they did not tighten the transmission drain plug and transmission fluid leaked for several days until I discovered their negligence. They left 2 shop rags under my hood wedged between engine components. There were greasy hand marks on seats and doors. I was charged twice for state inspection. I found out after the poor service that there were two different recalls associated with my Explorer but the service manager did not bring this to my attention. Really, a poor service operation - - I will try another Ford dealership next time.