**UPDATED**

**UPDATED**
While Bay State has serviced my vehicles for the past several years, my most recent dealings with them has turned me away. I left my Focus in their shop on a Friday morning, informed them I was away for the weekend and needed the vehicle back by Monday when I was planning to bring my Expedition in for some work. Received a call Saturday afternoon stating that my Focus has "electrical issues" and they were unsure when it would be ready. In diagnosing a non-functional horn another fuse blew in the vehicle.
When I arrive Monday Morning to drop off my Expedition, I asked about my Focus, to which I was presented with a $176 repair bill to change a fuse. The service adviser had no recollection of the voicemail I received Saturday either. Note that the vehicle is less than 2 years old and under factory bumper-to-bumper warranty. They went back to the shop and gave me a ride home.
Later that day I had to place several calls to determine what the status of my vehicles were as they had BOTH vehicles. They completed the oil change on my Expedition and "could not reproduce the other stated issues" other than it sounded like there was a failing exhaust manifold but they could not determine if this was actually failed. The complaint of a IWE failure we not fully diagnosed (with vacuum testing). I was returned my Expedition at the end of the day Monday.
Tuesday I received a call mid-morning stating that my horn needed to be replaced on my Focus, but they needed to order the part because there weren't any in the area it wouldn't be in until mid-day Wednesday.
My biggest complaint here is that the Focus was in the shop for a scheduled 2 days and not properly diagnosed in that time frame, had it been diagnosed on Friday the part potentially could have been ordered to be installed either Saturday or Monday. When I asked about a loaner or rental, they stated they didn't have any and if they did I would need to pay for it.
The horn was finally replaced, and I brought the Expedition to another shop where they confirmed the IWE had failed (confirmed with vacuum test) and also pointed out that one of the exhaust manifold studs had broken off - This was VISIBLE from the top of the engine bay.

During one of my more recent trips to Baystate the person giving me a ride home was telling me about how the service department was planned to be turned around from previous issues and the new GM was working on landing the Boston PD contract, pulling this from Quirk. It appears that the team is more interested that contract vs. servicing vehicles of people who have purchased through them and have been relying on them for years.

After purchasing 2 vehicles with Bay State and spending thousands of dollars in their repair shop over the past several years I have decided to move on to another dealer to do business with.