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Surprise Ford
Surprise, AZ
186 Reviews
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Showing 186 reviews
April 27, 2018
Terrible Service IF i could give this review 0 stars i would. I've had multiple time that I've brought my call in and received terrible service. And NO I will not lie IF i could give this review 0 stars i would. I've had multiple time that I've brought my call in and received terrible service. And NO I will not lie on my survey just to make the "advisers" look good. Today I brought my car in for a service appointment, and i did not meet my service adviser, nobody gave me any updates or follow up for over 2 and a half hours. The only reason someone came to get it was to pay the bill. The previous visit I dropped my car off in the morning and was promised a follow up in a few hours. I made several phone calls, left messages over an 8 hour period to reach my adviser. I had to physically show up at the service dept and demand my keys back. Both times the Advisers have asked me to give them perfect surveys! Are you kidding me? You can't even communicate with your customers? I'm very disappointed, shame on me for giving your dealership a 2nd and 3rd chance. More
by carguy2015
Employees Worked With
Chad Nilson, Will
Helpful April 15, 2018
Service Department Took Ford Ford F150 to get Power steering fixed. Quoted an$1100 price for pump, line, and gear box. Told when I went to authorize start of service, th Took Ford Ford F150 to get Power steering fixed. Quoted an$1100 price for pump, line, and gear box. Told when I went to authorize start of service, the price was double. Rep argued with me. Third day and still waiting for truck. What is purpose of making appointment if they don't want to stick by it? Will never go there again. More
by Sassijess
Employees Worked With
john
April 13, 2018
Horrendous service and management I bought a new 2017 F150 XLT from Surprise Ford and upon delivery not all accessories were installed. Made an appt for install and had to wait over 2 I bought a new 2017 F150 XLT from Surprise Ford and upon delivery not all accessories were installed. Made an appt for install and had to wait over 2 hours for the 5 minute job. On first service (The Works) the truck was completed but I had to wait 45 minutes for them to find the service writer to get me my keys.On the Works they rotated my tires. I then left for a month long trip back east. On my return and almost home I had a flat tire. Upon searching the truck the lug nut key for the dealer installed lock lug nuts was missing thus although the tire could be removed the locking lug could not be installed.On my return I called Surprise Ford service and explained the issue. They to this date have never called me back even after repeated messages. I then emailed their management than also has never contacted me back. I spoke to the parts dept and all they would do is schedule me for a service visit, charge me a shop hour per tire to remove the locking lugs, and charge me for a new set. Even though in order to roate my tires they would have had to un lock them first!! Thus where is my key that they used and has never been seen since??? I ordered at new key($20) using the id card their parts dept told me to....and of course, upon receipt it is different than the ones on my truck. I finally went to Big O tires and for $75 they removed the remaining 3 locking lugs and replace all four with plain ones. If you want competent service you can trust....stay away from Surprise Ford. More
by GoodyearAZ
Employees Worked With
Various service dept staff
March 26, 2018
Purchased bad used car I purchased a used car from this dealership and the engine blew on the 3rd week. The dealership has been no help. The general manager won't pay to fix I purchased a used car from this dealership and the engine blew on the 3rd week. The dealership has been no help. The general manager won't pay to fix the damage either, and now I'm stuck with no car, and paying the loan anyways. More
by bstg94
Employees Worked With
Thomas, Rob, John
March 15, 2018
Horrible Service Center I took my 2015 Ford Explorer to Surprise Ford for Service. I first called Peoria Ford(Wonderful Dealership and staff by the way) to see when they coul I took my 2015 Ford Explorer to Surprise Ford for Service. I first called Peoria Ford(Wonderful Dealership and staff by the way) to see when they could get me in, but they were honest and said they couldn't until the next day. I called Surprise Ford and they said they had an appointment for Tuesday at 4:20 PM. Understanding that it's late in the day, I did not expect the car to be done that day. I called to speak with the Service Advisor(Marie) the next day(Wednesday) and took hours to reach her after a vmail was left and several calls. Finally reached her to see if they worked on the car yet and she said not until tomorrow. I asked her what is the point of having an appointment if it won't be worked on at that time. She responded that the appointment is to look at the vehicle, but then has to be put into the queue to be worked on (So that means 30 hours later). She informed me that it would be worked on first thing the next day(Thursday). She called me Thursday morning and said that they found the issue and it would take a few hours to fix and needed my authorization. I gave my authorization and got off the phone. After not hearing anything for 3 hours, I called to get an update and see how things were going and was informed that the Technician is waiting for his bay to clear and then he will start the fix. I could have already had this fixed at Peoria Ford or any other dealership. No parts needed to be ordered. All they needed to do was remove an aftermarket alarm that was interfering with the OEM alarm. The Service Advisor did not have much in terms of customer service skills and lacks effective communication skills with customers. Unless you absolutely have to use this dealership, DON'T!!! I was looking forward initially to using their dealership when I would be buying a new truck next year since they are close to my house, but I will stick with the other Ford Dealerships. More
by dbrandone
Employees Worked With
Marie in Service
March 13, 2018
Unbelievable I bought my 2017 F250 from Surprise Ford, the experience was excellent, fast forward to it being time for its first oil change. Had a couple questions I bought my 2017 F250 from Surprise Ford, the experience was excellent, fast forward to it being time for its first oil change. Had a couple questions like the door of my 60k truck was already rattling and at freeway speeds the hood looks like it is about to rip off. I was told they were short staffed and would try to get somebody to look at it. Go inside to wait and stop by the parts desk to inquire about a sprayed in bed liner, auto start, and a larger screen for the camera. I was informed this department was also understaffed and was asked to leave my contact info and somebody would get with me later. Long story short, I sat at the dealership for 2 hours to get an oil change left with a 7 lb difference in tire pressure and not one the same and unhappy. The service manager did call about an hour later and offered nothing but an apology and was able to put me on hold to get prices on two of the items. Two totally different experiences in the same building. More
by Rich M
Employees Worked With
Chad and Richard
February 04, 2018
Worst service ever Worst experience I've ever had dealing with a dealership. Dealer wanted to make a 15k mark up on a used truck that was way over priced for the age. Ru Worst experience I've ever had dealing with a dealership. Dealer wanted to make a 15k mark up on a used truck that was way over priced for the age. Rude and very agressive with the price of the vehicle and wouldn't take a cash money offer. On top of it all them clowns lost my key too my truck. Deal and your own risk. More
by Dw Angel
Employees Worked With
Dan, Joe
February 04, 2018
Crappy service If I could give you negative stars I would, by far the worst Customer Service I have EVER had! They gentlemen( I use that term loosely) that helped u If I could give you negative stars I would, by far the worst Customer Service I have EVER had! They gentlemen( I use that term loosely) that helped us was pushy, rude and just loved to argue. Wouldn’t even let us get a word in edgewise without jumping in the middle, the vehicle we looked at was waaaaaay over priced for what it was, the things that were wrong with it and the mileage. The place is a joke wouldn’t even recommend it to Satan himself. And to top it off, they lost our key! I mean who does that? More
by 0
Employees Worked With
Joseph Meranti
January 23, 2018
0 stars Service department is Horrible. I don't understand how this happens at Ford! I expect deceit, lies, fraud, from some fly by night auto fix it place. Service department is Horrible. I don't understand how this happens at Ford! I expect deceit, lies, fraud, from some fly by night auto fix it place. Not from Ford. Bottom line. Do Not Take your vehicle to the service department!! More
by Salli15
Employees Worked With
Rick accord
January 17, 2018
Willing to sell and service a good vehicle at a fair price I am not affiliated with Ford nor with Surprise Ford, so I have no preordained disposition to write a favorable review, however, in my recent experien I am not affiliated with Ford nor with Surprise Ford, so I have no preordained disposition to write a favorable review, however, in my recent experience in buying a 2017 Ford F150 and then having minor after-sales accessories installed, I found Surprise Ford to be a fair-minded dealer and responsive to my requests for service following the sale. I am sorry that some other recent customers have entered less than favorable comments but my bet is that these comments may reflect the sometimes-stressful vehicle buying experience prevalent throughout our country these days. In other words, each of us customers goes to ANY car dealer with a fair amount of anxiety since a lot of money is at stake, so in the course of test driving and buying a vehicle, there is ample opportunity for buyer stress, particularly at the moment when a customer must commit to either buying or declining to buy. In my case, I took a paper copy of an Internet-advertised price for a specific 2017 F150, and both my sales rep, Ricco Rufo, and his manager, John, dealt with me very fairly. This was a straightforward situation in which I did not have to buy a new vehicle and instead asked the fine Surprise Ford folks if they could sell the vehicle to me at the advertised price. There were only a couple of add-on costs, such as preventive coating (to guard against sun damage) and our stiff Arizona sales tax (~11% of the sales price, which adds thousands to the final cost), but if one accepts that buying a vehicle in these times is an expensive undertaking, then I think most customers will find that buying from Surprise Ford is as reasonable as will be found anywhere, hence the five star rating I gave. Their young lady Jamie was very helpful in showing me how to manage dash controls, and when I brought the truck back for installation of bed cleats, the Service Department was very respectful when I asked that they use matting on the bed to avoid any paint scratching. The Service Department installed the cleats at significantly less than their initial quote, and Ricco again helped me with those components as well. Also, Surprise Ford is in an uncongested part of the Valley, making test drives easier. All in all, if a potential customer accepts beforehand the facts that buying a vehicle nowadays is expensive and necessitates costly taxes, and if the customer does a little research beforehand and asks the fine folks at Surprise Ford if an Internet-advertised price can be honored, I think most customers will find that buying a vehicle at Surprise Ford is as reasonable an experience as can be found when purchasing a new vehicle. As for the F150 itself, after more than 2,000 miles of use, it seems like it wants to be a good workhorse, and it is clear that Ford has built so many of these trucks that over the years, it has refined almost all engineering features of this model. It is the industry standard for good reason and so far, I am pleased with the vehicle and with how Surprise Ford treated me as a customer. More
by Tom
Employees Worked With
Ricco Rufo (sales rep), John (manager)
