Surprise Ford

Several Disappointing Visits From Sales to Service The service advisor did work with his manager to get our vehicle repaired using the extended warranty plan we purchased from the same dealership. That The service advisor did work with his manager to get our vehicle repaired using the extended warranty plan we purchased from the same dealership. That is what went well. My experience with Surprise Ford has been awful from purchase to each interaction since. We purchased the vehicle and upon delivery noticed a rattling noise coming from the engine bay and was told "no worries, just bring it back at your convenience and you'll be covered by the warranty". I scheduled an appointment a couple weeks later on a Monday to drop off the vehicle on a Saturday since the dealership is over 50 miles from my house. My warranty is supposed to cover a rental for at least a week. What they didn't tell me is that was only after a diagnostic is done and the repair work approved by the warranty company and they do not do diagnostics on Saturdays. I had to wait a couple hours in the lobby until I could have a family member come pick me up from the dealership, none of which live nearby. The A/C clutch had let go on my A/C compressor causing the air to blow hot and need replacing. They did change the compressor, recharge the system and replaced the belt tensioner under warranty. Follow up with my service advisor took many calls and voicemails on my part with little proactive follow up on their part. The warranty company called me directly almost a week later asking about timeline to which I replied honestly and they denied the claim due to a pre-existing condition. After the service manager was able to get it covered I got a call back that they had completed the repairs but the engine was still making a rattling noise. They thought it may be the accessory belt and wanted to charge me $130 for a $25 part that they already had to install (old or new) to "see if that fixes it". This was disappointing that after having my vehicle for over a week and the original complaint being the rattling noise they couldn't diagnose the issue definitively without me coming out of pocket over $100 because the belt wasn't covered by the warranty. I replaced the belt myself the same day I picked up the vehicle and was able to tell it would fix the problem as the old belt was stretched out over 2 inches longer than the new one. Overall, my 3 visits to Surprise Ford included purchasing the vehicle (used 2015 Ford Explorer that had all the options my wife was looking for), getting a spare key made that required an appointment my sales rep told me he made and when I showed up at the time I was told to the service department had no record of the appointment and getting the warranty work done the A/C system. Unfortunately, all 3 of these visits were far more painful than necessary and had a lot of finger pointing at others instead of just focusing on resolving the issues the customer came in for, at the end of the day everyone I dealt with worked for Surprise Ford but you'd never know it with how quickly they throw each other under the bus. More

Sticker Price is a Lie! Run from this place. Surprise Ford is a correct name. Because surprise the sticker price is not the real price!. They just tried to add 3000.00 on top of the sticker and Surprise Ford is a correct name. Because surprise the sticker price is not the real price!. They just tried to add 3000.00 on top of the sticker and advertised price; a 23% INCREASE. The reasons include: nitros in tires , pin stripping, coating on car and doors. Haha said they were options. These are items added to increase thier profit on the sale of the car. They are not options, they add no value to the car and are absolutely vapor ware. Don't waste your time here... If they would have honored sticker price we would have purchased the car. More

Never been treated so poorly Went in to look at a Chrysler Pacifica and decided to purchase, after waiting for over an hour the came back with a price with in the neighborhood of Went in to look at a Chrysler Pacifica and decided to purchase, after waiting for over an hour the came back with a price with in the neighborhood of 6k added on with no explanation. When called out on it the sales guy I believe Tyler said I’ve got to make money too...seriously. After we get them to remove everything 3 hours later we wait an hour for detail to be done. After the 4 hour ordeal has passed we are unable to get car seats into the vehicle due the head rests. Apparently no one at a place that sells and services cars can figure this out. Their resolution is to offer to purchase new car seats. I’m unclear how they feel this would resolve the issue since headrests would still be in the way. Also we had our 2 children with us so there was no way for us to leave in the vehicle since we could not put them in car seats...you know laws and all. So with my wife in tears we politely asked them to cancel the sale and give us our car back. After over 15 minutes, I had to ask not so politely for them to return our money and vehicle so we could leave. I’ve never seen such ineptitude and terrible customer service. More

My service advisor was fantastic, recommended highly! My service advisor Meghan Hunt was knowledgeable and thorough in making sure my truck was up to date on all factory recalls and notifications. She als My service advisor Meghan Hunt was knowledgeable and thorough in making sure my truck was up to date on all factory recalls and notifications. She also took the time to assist me with a rental during the duration of the repairs. Despite the commotion around her and the phone ringing she gave my issue undivided attention and made me feel like I was the most valued customer at that time. This was the second time with her as my service advisor and the she provided the same high level of service as before. I recommend asking for her by name if you have an opportunity. More

Severely saddening Friday May 24th, my son was looking at trucks and stumbled upon one he knew his dad would love. A beautiful black 2014 F-150. He showed the ad to him Friday May 24th, my son was looking at trucks and stumbled upon one he knew his dad would love. A beautiful black 2014 F-150. He showed the ad to him and the following morning my husband went to Surprise Ford and looked at the truck. He instantly knew he was in love with it. The sales person Jason wrote up a deal that worked and told him with his credit score he could get him financed. Less than an hour later he had a contract signed and sealed the deal with a handshake. I went down there to see it before he left and that same salesman said to me "What do I have to do to put you in a car today". We asked if he thought my husband could get another loan with them. He did the numbers and said "Done deal" and with that I purchased my DREAM car...a 2019 MUSTANG!!!! We said are you sure because we were kind of in shock, but it said "YUP, guaranteed". We were on cloud nine. I traded in my beautiful Focus ST on the mustang deal only slightly upside down. We spent almost All day there. We left and spent what was left of our Saturday just going through our new vehicles. Sunday, we went to a couple of parks and took so many beautiful photos of our new vehicles. I almost couldn't contain my happiness. We took so many pictures. Before leaving the dealership on Saturday we found that the air conditioning was motor was not running right and upon driving it around town we found a couple more things wrong with the truck. We made an appt to bring it in on Tuesday to have it serviced. We received a call from our salesman Jason who told us that the service Dept was slammed and they wouldn't be able to service it until the following day. Although I was upset by that I figured it would be fine because we just wanted it perfect. The following day my husband got a call at work and was very rudely told by the finance person Shaun that he couldn't get the financing for either vehicle and asked if I would bring the Mustang back. I was DEVISTATED to say the least. How could I give this back now? I was already so "IN LOVE" with it. They said they'd have my focus out front and ready. (It was not) I brought it back down there. My heart was heavy. I couldn't contain my tears. How could they let us take these vehicles off the lot????? How can they do this to us. We could easily afford to pay for them?????? WHY?????? Shaun was in a meeting, so I waited a good 45 minutes for him. Twice in that time period I was sick to my stomach. I was shaking so badly as I am right now writing this. He finally walked over to me and the first thing he said was "do you have the keys to the mustang?" I said "yes" and he took them and walked away saying nothing more. He returned and looked at my son and I and said "we'll get your car ready". It was another hour there. I couldn't believe the way he was speaking to us or barely speaking to us. My son said we'd need the plate off of the mustang and he said "yeah I know" and that was it. He barely even looked at us. He acted like we did something wrong. My son asked is there anything I can do like co-sign and he said "no" just like that and then he said what’s your credit score. Even though he ran my sons credit he barely spoke to us. Very indignant. He had no sympathy or concern for us AT ALL. He was rude and very uncourteous. I was shocked at his behavior. I told him we had personal belongings in the truck that we needed. He said "oh okay" and walked away. A few minutes later someone else came out and told us we needed to go to the service dept and asked me who our service person was but of course we were never even told. It took them about 10 minutes to figure that out and then we spent another 30 minutes waiting for them to bring the truck around. The guy just opened the door and went inside. I gathered the few things that were ours and shut the door. I walked back inside and was completely ignored. I didn't know if I had things to sign or not. I just stood there sad and lost. He soon walked away. I stared at our truck and nodded as if to say goodbye. I walked through the show room where nobody even looked my way. I then asked a very young salesman there "am I ready to go?" and he said "I guess so". I walked over to my Mustang one last time, and just stood there sobbing. Distraught. How do I leave you here I thought? My son took my arm and said "come on Mom...Don't cry, you're making me cry". That night, last night was one of the hardest nights ever. How could Surprise Ford do this to us. Let us think these were our and then just take them away and act so unconcerned and rude to us. Like we did them wrong. Shaun said "Trust me, we want to sell our cars more than you want to buy them" How Heartless. He never said sorry to us or gave us any options. Ford should have financed these themselves if they couldn't find financing as promised. As GUARANTEED!!! We posted all our pics for friends and family to see. What do we say now??? More

The worst of the absolute worst! Run from this dealership! Everything about them is sleazy from the sales manager during the buying process to the followup with their completely usele Run from this dealership! Everything about them is sleazy from the sales manager during the buying process to the followup with their completely useless service department on an unresolved warranty issue to the management. They have literally kept us hanging for the last four weeks with lie after lie on a warranty issue on a $75,000 vehicle which came with a defect. We will never step foot inside this dealership again. I have never had such a horrendous experience with a new car purchase and we buy new cars every two years times two vehicles. THE WORST DEALERSHIP EVER!! More

Dan knew his inventory Went here to test drive a 350 long bed. Dan Doncea in sales met us at the door. Wife and I took it for a ride and I loved it Wife not so much (because Went here to test drive a 350 long bed. Dan Doncea in sales met us at the door. Wife and I took it for a ride and I loved it Wife not so much (because of the length). We talked price with Jerry Henry and came really close BUT wife could not get past the length, so Dan steped in and told us that he had exactly what we wanted in a short bed and would bring it up. Well we took it for a test ride and ended up talking price again with Jerry (he had a great aditude over us switching gears mid stream). We got to a price that we were very happy with and bought the truck right then. The process of finalizing the paperwork took some time BUT after buying numerous cars in the past this was expected. Would buy again from them. I would have gave a 5 instead of a 4 to price but you know you always think you could have got more off. 😂 More

Awful What was supposed to be a quick fix ended up taking a week. Back windshield wiper quit working and I took it in to get repaired overnight. I hadn’t he What was supposed to be a quick fix ended up taking a week. Back windshield wiper quit working and I took it in to get repaired overnight. I hadn’t heard from the advisor that day like she said so I called her. Told me they hadn’t taken it back to maintenance yet and will call me the next day. She did call the next day, but told me that they had to order a new part and it should be in that evening and finished with. She said she would call when it was done. 4 days later and heard nothing back from them. Finally called them and the advisor told me it has been done for 4 days now. SERIOUSLY!? They never called or left a voice message and played dumb when I told them so. Pretended they called me and made me feel dumb. Absolutely not worth the time. Sales department is great though! Only reason why they get any stars at all More