Suburban Ford of Waterford

Today is 9-4-2020 my wife's vehicle has been at this dealership since 7-17-2020 when it was towed in. We were told that it would take 3-4 weeks to fix. We asked about a loaner/rental since we have the e dealership since 7-17-2020 when it was towed in. We were told that it would take 3-4 weeks to fix. We asked about a loaner/rental since we have the extended warranty that has loaner/rental coverage. They said that they did not have any loaner/rentals at this time and would let us know when they had one available. At week 3 we never received a call about the status of the fix or a possible loaner/rental. So we made the call to inquire about our vehicle. They said that they have not even diagnosed the problem yet. Without the diagnoses the extended warranty does not cover the loaner/rental until they know the problem is a covered breakdown, so we had to continue to borrow cars from family and friends so my wife could get work. Got the run around from my assigned service technician over the next week about getting the diagnosis done. Had to call Ford Customer Service to get their assistance on getting them to complete the diagnosis so we could at least get a rental. Now its going on 4 1/2 weeks without a vehicle for my wife and we are beginning to burden our family and friends. The Ford Customer Service rep put in a call to this dealership and found that they did not answer their phones nor did they call back, so she had to make multiple attempts over several days to reach them. Not until I posted zero star reviews on Yelp, Google, and Facebook did they respond with any type of movement or response to our repeated calls of a diagnosis so we could get a loaner/rental. With the diagnosis they came up with a loaner for us which they then upgraded us to a small SUV instead of the smaller car, since my wife is use to driving a SUV, so that so far is the only plus. So with our extended warranty they had to order and ship parts from suppliers that the warranty company uses to this dealer. I did not realize this when I originally purchased this extended warranty (from the Ford dealer where I originally purchase the vehicle) that this might be an issue getting things authorized and might add time onto the service tech plate (3 hrs he said) to get everything completed and authorized (my bad). So parts are ordered and being shipped. So a week goes by and we have not heard from the dealer if the parts arrived, or if they got them and are working on the car, nothing. So I had my wife call and see if she could get a update. She talked to our assigned service tech which he informed her that "I guess you and you husband don't talk" and that not all the parts are in yet. Now the last time I talked to our assigned service tech (August 27th @ 10:42 am 8 days ago) he hinted that he was aware of my reviews on Yelp, Google, and Facebook and that he was hoping that I would change them. Not a chance! Still ZERO Stars! (to get this to post I had to give 1 star) More

I was searching for a new truck, and was very interested in a 2015+ F150 due to the aluminum body, and the Michigan winters that eat car bodies. Drove the lot on an evening when they were closed, and saw 4 in a 2015+ F150 due to the aluminum body, and the Michigan winters that eat car bodies. Drove the lot on an evening when they were closed, and saw 4 trucks I was interested in. So I called the dealership, told them the 4 trucks I was interested in, and setup an appointment for a Saturday. No I assumed that since I had made contact, and provided my shortlist of trucks, that they would provide me more details on the 4 of interest. Went in the morning to meet my assigned salesperson Louie. Nice enough guy, seemed reasonable. Told him about my shortlist... He had no idea what I was talking about. Nobody bothered to fill him in on the list. So we walked the lot, and I pointed out the 4 I was interested in. Of the 4, he could only find the keys for 1 of them, and it was #4 on my list. I really wasn't interested in that one due to the higher mileage. Fine, I'll test it anyways. Test drove a 2017 F150 XLT, and while it drove fine, the mileage and price point seemed a little skewed to the expensive side (78,000 miles). Told him I was more interested in the White 2017 F150 XLT with only 11,000 miles that he could not find the keys for. Told him to call me back when they find the keys. I am contacted back on Tuesday (why not Monday?) and told the white one was actually sold, and they sold it on Saturday. Hmmm... I was there at 10:05 right after they opened. I'm pretty sure it wasn't bought in the 5 minutes they were open. I wasn't allowed to test drive it, but someone else who came in after me was able to get the keys, drive and buy. Frustrated, I moved on to another day to test some more on my list. A gorgeous Bronze Fire 2015 F150 Lariat w/ 33,000 was pick #2. Well, they couldn't find the keys for that one either on Saturday, but by Tuesday they had them. Louie calls me and tells me the keys are on his desk. Had some scheduling problems and couldn't get there until the afternoon. I call just before getting there, and Louie has left for a personal appointment (Hey we all have lives to live). No problem, I figure the keys are there, I'll just come test it anyways. Try to get keys. Sales Manager (Liam) tells me the truck is in service and not available. Don't bother coming by. OK... but I just talked to Louie 4 hours ago who said he had the keys. Thought that was strange. So later in the afternoon I decided to go by anyways. Met Louie, and told him about the call with Liam. He was astounded that I was told NOT to come by. Yeah... me too! Anyways, I'll chock this up to a miscommunication. It happens. No big. But I am starting to feel like cattle put through the gates to slaughter... Like their time is more valuable than mine. Test drove the F150 Lariat Bronze Fire. NICE TRUCK! But, it pulled a little to the right, especially under braking condition. Visual inspection showed some paint adhesion issues on the hood (I can overlook that) and dry rotted tires that were a mm away from the wear bars. Yeah, it needs tires. Asking price on the Lariat is $31,750. CarFAX report shows that this little gem has been a dealer lot queen for 18 months. Been through 3 other dealers and nobody can seem to move it. So it gets passed from dealer to dealer. Sounds like if I needed to dump it, I would have a hard time selling. So I made a reasonable offer $30K++ (++ is plus taxes and doc fees) if they put new tires on it. Seems like a huge discount to ask for, but let's face it, the dealer pays wholesale for the tires. Probably $500 instead of the $850 I would have to pay. Here's where it gets interesting. Louie takes my offer to Liam. While I am sitting waiting for a response, another sales associate is having a blistering argument with a customer on speakerphone. She is upset about some issues with a car she bought. Running poorly and brake failure. The sales associate tells her that the backing plate came loose from the brakes (that's the metal plate that holds all the drum brake parts in place), and that they won't fix it because its not a safety issue. NOT A SAFETY ISSUE!?!?! I'm pretty sure that poor girl almost got into a wreck because she had no brakes. I'm listening to this argument go on, and I'm definitely getting the feeling that these guys don't give a rats xxx about their customers. Once they have your money, you're on your own, and get lost if you have any concerns. Well, Louie comes back with an answer from the sales manager, Liam. The price is $31,750++ and they ain't doing the tires. No counter offer, no chance to establish some common ground, nothing. Louie looks about as rejected as I do. This guy is trying to make a living, but the sales manager is the type that won't compromise. So in short... Liam did a disservice to his company, his sales associate, and lost the trust of a potential repeat customer.. I would NEVER give this dealership anymore of my time, and certainly not my money. I did buy a 2019 RAM 1500 Lone Star (30K mi) from another dealership 2 days later. <--- See Liam, you missed out. I also bought the wife a new Rav4 <--- Liam, you missed out again!!!! More

This place is a joke This place is a joke. We have left several messages regarding our issue with managers and our sales associate. The sales associates just lies and the This place is a joke. We have left several messages regarding our issue with managers and our sales associate. The sales associates just lies and the managers never return a phone call. Jeff who works at the front desk is RUDE and needs to learn some customer service skills. George the sales associates is just a liar and Liam the manager just ignores you when you call him. When you go in to talk to someone they all just act like your not even there and have every excuse the book why no one can talk to you or take responsibility for the unprofessionalism they have demonstrated. Please take our advice , stay away from this place. I wish we would have read the reviews before we bought a vehicle from this place. More

Service failure, miscommunication and unprofessional ZERO STARS.....Not even sure where to begin with the service failures, miscommunication and overall lack of professionalism at this dealership! We pu ZERO STARS.....Not even sure where to begin with the service failures, miscommunication and overall lack of professionalism at this dealership! We purchased a used vehicle from them in June 8, 2020 that came with a pretty significant price tag!! We noticed when test driving that the vehicle seemed to shift a bit odd, however decided to take it home not being totally sure if that was just the way it was supposed to shift or not. After a few days the problem continued and became worse. We also noticed that the rocker molding on the passenger side of the vehicle was damaged (not noticeable unless you climbed under the vehicle) and the brakes were clearly shot!! Upon further examination, the brakes were actually rusted from sitting. So I text our sales rep, Brooke (her seem to be preferred method of communicating), to assist with next steps to utilize the 30-day dealership warranty. It took her 3-days to respond to let me know that she was out of the office the day I reached out and had sent my message to the service manager, Don. I attempted to contact Don on that 3rd day and it was another 2-days before I received a response noting that Don had been out and I was directed to Liam. Arrangements were made to drop the vehicle off to be looked at, at that time. After dropping the vehicle off another 3-days passed before we heard back, and were told they would not touch the rocker molding as it was cosmetic (our bad for not rolling around on the ground at the dealership!), they would replace the brakes and the shifting issue wasn't an issue it was loose lug nuts rolling around in the spare tire compartment!!! Interesting....so another week goes by and we are told they are waiting on brakes.....no calls for updates during this time, we were constantly reaching out for updates and being passed from Brooke, to Don, to Liam, to Jeff...oh and Justin in service as well....NOBODY knew what was going on at anytime! We get the car back and low and behold still making the odd shifting noise, must be those lug nuts right?? Nope....took it back to them to find out that the lower control arm bushings were bad!! Well here goes another week with no calls, no updates and nobody knowing what the status of our vehicle is. Finally Liam calls to say it is fixed and on its way to us, okay great. An hour goes by and he calls back and says so how's the car?? Um, not sure it isn't here yet. Did ya deliver it to someone else?!! Embarrassed Liam informs me our car is not in fact done and his service guys gave him wrong information. NO SURPRISE there! At that time we are also told they took the liberty of ordering the rocker molding we had pointed out as well, and would take care of that before the vehicle was returned. The vehicle is stuck there for another 4-days before being completed and returned to us. Upon delivery they deliver the rocker molding as well......wrong side of the vehicle and unpainted!!! So within the first 30-days of owning the vehicle we got to drive it about 5-days....they certainly didn't offer any type of compensation for that first payment! Overall would not recommend sales, service or any part of this dealership to anyone! Buyer beware :) More

Poor Service Took my truck to Suburban for an Oil Change and when I got home I noticed the splash guard was hanging underneath. I called John Vitale and left a vo Took my truck to Suburban for an Oil Change and when I got home I noticed the splash guard was hanging underneath. I called John Vitale and left a voicemail, never received a call back. I took my truck back the next day. The bolt holding the splash guard had been snapped off (probably over tightened with an impact driver). The tech fixed it by replacing the bolt with a zip tie. A ZIP TIE!!! Seriously??? I emailed John Vitale to make him aware of my experience.....no response. Will not be going back. More