Suburban Ford of Waterford

April, 23, 2026 To Whom It May Concern, I am very concerned about the Pirelli Tires on the 2025 Ford Explorer. I bought this car almost a year ago and had an awful experience that was only made wors concerned about the Pirelli Tires on the 2025 Ford Explorer. I bought this car almost a year ago and had an awful experience that was only made worse by Suburban Ford in Waterford Michigan and by Ford Consumer Affairs. While traveling from Michigan to my sister’s house in Pennsylvania I had a tire pressure light come on. As I reacted, got over to the right lane, put my “flashers” on and decided if I could get off an exit or needed to pull over I saw the drivers side back tire roll off, pass me and go in front of other cars now on my left across the PA turnpike. I passed a bridge and moved over on the side of the turnpike as soon as it was safe. I was in shock and THANKFUL no accidents were caused. My sister called the turnpike help. They came and were very kind. They called a tow truck (as you know there are no spare tires on this car) and we were towed off the turnpike and went to three tire places before a correct tire for the vehicle was found in stock. The tire was put on and a warning was given to me that I needed to replace the other tire on the back as it is not safe to drive with different tires side by side. This Firestone dealer only had one tire. I came home and went directly to Suburban Ford in Waterford Michigan. I bought the car there and the COMPLETE warranty. They said checking into this situation would take a few days as they would contact Ford. I waited 6 days and went to see the service manager as he never called. He handed me a printout that showed that I took 4 minutes to pull off (2:05-2:09) and that I did not have the tire so the warranty would not be honored (The car had 9,685 miles on it and 100% replacement of the tires are guaranteed up to 12,000 miles). I did not have the tire because I had 4 people in the car, luggage and two large dog cages. The turnpike employees did go back and ran across to the other side of the turnpike to retrieve it but I did not take it with me. Both the time and the tire (although I have pictures attached) constraint allows those responsible for the tires on this car, to be “off the hook” for payment. I then contacted Ford Customer Service and went up two levels to the same response. I have tried to talk with the General Manager at Suburban Ford and he has not contacted me after three messages left for him. Although the other Service Manager contacted me and after a frustrating conversation about calling Pirelli tires (my responsibility, not his) he hung up on this customer. I have been a customer of Suburban Ford for over THIRTY years and have always been treated well by the service employees and the lack of management decorum, professionalism and attitude caught me off guard and totally disappointed me. My feelings of never buying a Ford again (I have bought four) is very prevalent in my feelings and I am amazed that a loyal customer will be set aside for the cost of tires. Please consider this letter as exceptions are made to rules when customer service is really a positive attribute to your organization. More

I had a very frustrating experience at Suburban Ford of Waterford. I brought my vehicle in for recall work, a paint concern (possible manufacturer defect), a heated seat issue, plus an oil change and tire Waterford. I brought my vehicle in for recall work, a paint concern (possible manufacturer defect), a heated seat issue, plus an oil change and tire rotation. I scheduled this two weeks in advance, only to be told upon arrival that my “reservation” was not actually an appointment and my car could simply sit there. After already taking time off work, I was told that since no rental was available, I should take my car back and reschedule for the following week. Eventually, a rental was confirmed and I was asked to return two days later to pick it up, though I was warned that with my list of requested items, the process could take some time. After a couple of weeks, I was told the vehicle was ready, but that the heated seat repair was not covered under warranty, followed by the comment, “I went to bat for you.” When I asked about the paint issue—which had been part of my original request—I was met with, “Oh, you want that looked at now?” It was clear nothing was being tracked properly. When I picked up the car, I specifically confirmed that everything—including the tire rotation I paid for—had been completed. I was told yes. However, when I checked, it was obvious the tire rotation had not been done. When I raised this concern, instead of apologizing, the advisor questioned how I would even know and seemed irritated that I pointed it out. I was then told I might need to come back another time. Unacceptable. While the tire rotation was eventually completed on the spot, at no point did anyone apologize for the oversight or for charging me for a service that was not initially performed. Between the poor communication, lack of organization, and dismissive attitude, this was not a good experience. I would not recommend this dealership based on how this was handled. More

Wally was incredibly nice to work with and from the start of our interaction had a pleasant experience helping me out with picking my first car. Settled on a truck, but that didn’t change the fact that he wa of our interaction had a pleasant experience helping me out with picking my first car. Settled on a truck, but that didn’t change the fact that he was there every step of the way to help and offer genuinely good advice for all of the different cars and trucks we were looking at. He’s an honest and fair chap. I’m not quite sure what more you could ask for in a sales consultant like Wally who did everything he could to help me find a vehicle. And I ended up leaving with a 2022 Chevy Silverado from his lot. Well, thanks to him and the contract manager Steve followed by a really Italian sounding last name, another great person I got to work with in closing and finding good numbers to work with. All in all, Wally and Steve were the two main folks I worked with, and they were both super helpful. More

The staff at Suburban is very professional and customer friendly. The process went very smoothly. friendly. The process went very smoothly. More

SHADY! One of the worst dealership experiences we have ever had. We drove an hour to see a car that we were told was just brought in and not cleaned other One of the worst dealership experiences we have ever had. We drove an hour to see a car that we were told was just brought in and not cleaned other than being power washed. We understood that and there was was bird droppings on the hood. We agreed to buy it and also purchased the PermaGuard paint protection for $255. We were told that the car would be cleaned and the PermaGuard applied in time to pick it up the next day which we did. It was a cash purchase so this should have been as easy as dropping off the check and driving off but the salesman forgot we had ordered a new plate from him so we had to wait for that. We were in a hurry at that point but the car looked clean. The next morning I noticed the same bird droppings on the hood so obviously the PermaGuard had not been applied. I called the salesman. His attitude was not the friendly guy we had bought it from and he hung up on me. After calling back to various numbers probably 10 times and getting nowhere I left him a voice message and texted him. He responded stated that the sales manager, Kevin, would call me. Kevin called me back two days later and promised to send me a refund check but did not offer an explanation or an apology. After waiting over a week for the check I texted the salesman again. He promised to overnight it but he did not until I texted him again and told him I would be speaking to the owner. Terrible customer service and If I was not able to provide pics that proved they did not do the PermaGuard I doubt they would have refunded me. More

The dealership was efficient and helpful . . seemed very concerned about customer experience … I felt I got the best deal possible and there was honesty … numbers etc didn’t change .. not hard . seemed very concerned about customer experience … I felt I got the best deal possible and there was honesty … numbers etc didn’t change .. not hard push … seemed to want me as a repeat customer More

If i could give negative stars I would. .I am absolutely LIVID. I called and talked to RYAN PRINCE about a 2019 Ford Explorer I was ready to buy. He checked to see if anyone was looking at .I am absolutely LIVID. I called and talked to RYAN PRINCE about a 2019 Ford Explorer I was ready to buy. He checked to see if anyone was looking at it and if was available and let me know it was. I told him I'd be there at 1pm with cash to buy the car (called at 10:30am). He told me he had the car and keys ready and would see me then. At 12:30pm, I was in the bank about to get the cash when he texted and told me he SOLD the car.. THEN asked if I was interested in anything else? I called him immediately and asked if they seriously sold the car knowing I was coming in. He said "yeah we dont hold cars"... and when I told him I was at the bank getting the cash and he knew I'd be there in 30mins. He said, "Yeah well they walked in and they are buying it." I can bet that the person they are selling it to now is going to finance the car. They would make a lot more money off of them vs. taking my cash outright. DO NOT BUY A CAR FROM THIS ABSOLUTE xxxx DEALERSHIP!!! Its an outright lie that they dont hold cars and they are just money grubbing dirt bags. WATCH OUT!!! Even called back to confirm and was told this is their policy, first come first serve. Thats how they do business. More

Wally did an excellent job helping me pick out my new ride. He was considerate, helpful, and knowledgeable. The whole process was easy and pleasant experience. ride. He was considerate, helpful, and knowledgeable. The whole process was easy and pleasant experience. More

Nice and friendly with a warm feeling when you first walk in the door comfortable in the door comfortable More

I had a great experience with Wally and the team at Suburban Ford! I found the F-150 I wanted online, reached out through the website, and Wally contacted me almost immediately. I made an appointment Suburban Ford! I found the F-150 I wanted online, reached out through the website, and Wally contacted me almost immediately. I made an appointment took a quick test drive, and left a couple hours later with my new truck. Wally and Brandan made the whole process super easy. This is my third F-150 and I’ve purchased many more cars and trucks over the years, this was by far my best buying experience. Highly recommend! Thanks - Andy T. More