Suburban Ford of Ferndale - Service Center

Improved Customer Service Experience I've been a Ford customer for 15+years. My previous service experiences at Suburban of Ferndale were SO ROTTEN, (rude, poor communication w/me & body I've been a Ford customer for 15+years. My previous service experiences at Suburban of Ferndale were SO ROTTEN, (rude, poor communication w/me & body shop-I paid for a month's lease with NO CAR or LOANER) that I went out of the way to another provider rather than return to Suburban of Ferndale. For recent service needs, I was towed to Suburban: And was SO PLEASED to have a totally different experience with a new service representative, Blaize Bailey! She handled the service & repair issues professionally, quickly (despite being negatively interrupted 3x by one of the very service reps I'd avoided before) and remained kind & polite through the entire event. She called me with updates, got me a loaner so I could get to work & TOTALLY TURNED MY SERVICE EXPECTATION AT SUBURBAN FORD INTO A WONDERFUL EXPERIENCE! From now on, I will go to Suburban Ford of Ferndale, & I will ask specifically for Blaize Bailey. You should, too! More

Service The dealership sent holiday coupons to me in December 2017. I went in for my service on January 19,2018 and he allowed me to use the coupon. The total The dealership sent holiday coupons to me in December 2017. I went in for my service on January 19,2018 and he allowed me to use the coupon. The total was not what it should have been to use the coupon, but he did deduct the amount from the payment! The service manager’s name is Michael Stoijadinov. Thank you Suburban for the coupon and a service manager that worked with me! More

Parts price gouging Bought a wash nozzle for my focus for $12.69, they only had one (I needed 2) so I went up the road to royal oak dealership and got one for $8.37. I Bought a wash nozzle for my focus for $12.69, they only had one (I needed 2) so I went up the road to royal oak dealership and got one for $8.37. I can see a slight difference but $4. More

Too many errors Typed in the wrong VIN number, told me my car isn’t registered under my name, didn’t apologize once realized it was employee error, typed in wrong mil Typed in the wrong VIN number, told me my car isn’t registered under my name, didn’t apologize once realized it was employee error, typed in wrong mileage and response was, “yeah that’s a misprint,” did not explain to me what I was signing for, just told me to sign the paper, was going to charge me for oil change that’s covered under my warranty and questioned me when I said that, overall unpleasant to talk with, told me I’m all set and to stand by the door & wait for my car to pull up...10 minutes later I’m still sitting here. Also want to charge me $564 to replace side view mirror. More

No Communication I brought my car in for a noisy transmission and lack of power. The service writer, Bobbie Hatch, took my information. I left my car and was shuttled I brought my car in for a noisy transmission and lack of power. The service writer, Bobbie Hatch, took my information. I left my car and was shuttled home by Dennis, enjoyable ride and conversation. 24 hours later, I have not heard anything from the service writer, though she took my cell phone number. I return to the dealership and see the service writer, then while I'm standing before her she tries to find out the status of my vehicle. I had called the service writer around 4pm the previous day with no response. This is disappointing and lacks reasonable customer service. More

Exceptional Service on a Saturday! I was pleasantly surprised to find the dealership service department open on a Saturday (5/13/17) until 3 p.m. The low tire pressure light was on, so I was pleasantly surprised to find the dealership service department open on a Saturday (5/13/17) until 3 p.m. The low tire pressure light was on, so it was important for me to get air put in the tires as soon as possible. Instead, the tech discovered there was a nail in one of the tires, a real safety issue! I had them plug the tire--plus perform a needed oil change, along with tire rotation on a Ford Focus. The tech also provided a vehicle report card, which included a thorough inspection of the car--with one exception. For some reason, the wiper blades were not inspected, even though that is a promised part of the inspection. Despite that one omission, I was thoroughly please with the service--vehicle and customer-- provided by Suburban Ford of Ferndale. Kristin Walker, the Service Consultant on duty, greeted me with a smile upon my arrival. The car was brought in immediately. The reception area was stocked with hot coffee, flavored creamers and a big flat-screen TV. Darin Fogle, from New Car Sales, came over to chat with me and other customers in the reception area--and gave me his card before he left to get back to work. The cost for everything was very reasonable, with me being informed of the price of any added service before it was performed. Overall, a very pleasant experience! As a resident of northwest Detroit, I'm delighted to have this suburban dealership and its outstanding service department nearby on Woodward, just across 8 Mile Road. (PS -- I'd visited the service department twice before, when the tired pressure light came on. Both times, they added air, reset the warning light and topped off the fluids at no charge.) More

Warrant My moms 2010 Dodge Journeys car rear differential broke. Her car was in shop for 3 months January 27 until April and they did not honor her warranty b My moms 2010 Dodge Journeys car rear differential broke. Her car was in shop for 3 months January 27 until April and they did not honor her warranty but it was covered, because the repair shop they set her to put a donut tire her car " that's what made it brake the some bull why put a donut tire in a car if your give a excuse like that, for 3 months she had to rent cars asking her kids to help her because she's on a fixed income. Her car still broke. More

Didn't perform scheduled work I scheduled an appointment to address a long over due warranty issue with my Ford Sync and a recall using their on-line appointment setting app. I ca I scheduled an appointment to address a long over due warranty issue with my Ford Sync and a recall using their on-line appointment setting app. I called the dealership 3 days prior to the appointment to confirm we were set to complete both services and that parts were on hand. The person identified as my service manager on the appointment verification email I received apparently no-longer works at the dealership and they haven't updated the tool but another service adviser assured me everything was set. I dropped the vehicle off the day of the appointment and was asked to wait in the very nice lobby/waiting area for a ride back to my home. That service was requested during the appointment set up and very much appreciated but they forgot about me and and I ended up waiting an hour for a ride. They also forgot to transfer the notes from the appointment to the write-up so the Ford Sync repair was never completed. I was told I could leave it over the weekend and they would take a look at it Monday but would likely require me to pay for the troubleshooting and tear down if required to replace the defective part. The vehicle is also in dire need a blades and brakes but neither was detected during the dealerships "thorough inspection" that specifically states it includes both. They did run the vehicle through the wash (I do appreciate the effort) but waited to do it until after I had already dealt with service and the cashier, further delaying my departure and didn't bother to dry it. More

excellent customer service The staff in the service department are very knowledgeable and are will to help you. it is a very comfortable atmosphere. I recommend bring your car o The staff in the service department are very knowledgeable and are will to help you. it is a very comfortable atmosphere. I recommend bring your car or truck in for service. I left knowing that quality work was done on my automobile. More