Jim Saelens

GREAT SERVICE! I YES, IT TOOK SOME TIME. REPAIRS OFTEN DO. REALISTIC EXPECTATIONS ARE IMPORTANT. WHEN IT WAS DONE, IT WAS DONE RIGHT AND I AM TOTALLY SATISFIED. I C I YES, IT TOOK SOME TIME. REPAIRS OFTEN DO. REALISTIC EXPECTATIONS ARE IMPORTANT. WHEN IT WAS DONE, IT WAS DONE RIGHT AND I AM TOTALLY SATISFIED. I CRACK UP READING THESE BAD REVIEWS. LOOKS LIKE A LOT OF WHINING BY UNREALISTIC AND ANGRY PEOPLE WHO JUST WANT THEIR POUND OF FLESH FOR NOT BEING THE ONLY PERSON IN THE WORLD. More

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Two years ago (2021) my wife and I purchased a 2018 “certified” Escape from you and luckily we added the full warranty. This was during the crunch year from covid where there were no new cars available “certified” Escape from you and luckily we added the full warranty. This was during the crunch year from covid where there were no new cars available in our price range so we were forced into buying a used vehicle. A year later we were informed that there was a recall on this vehicle and needed to make an appointment to have this fixed. We were told that it would only take a day or two but it ended up taking over a week. We were not given a loner at this time, and as we are a one car family, this caused us some trouble with getting my wife to work. Luckily, she only goes into the office 2 days a week and she was able to get there and back riding with a co-worker. A few months after that, we discovered that the sunroof and the front charging port no longer worked. We brought it in for service and we were given a loner. We were told that it would only be a week or two, but 3 weeks later we were told that it was an aftermarket sunroof and that they didn’t have the parts. (How do you sell a “certified” car with a sunroof and have no knowledge that it’s an after market?) Another week was needed to get the parts and install it and conveniently, it was ready on the day that the loner was due back in. Then when we were told that all had been fixed, we returned the loner only to discover that the charging port still wasn’t fixed, even though we were assured that it was. Also, we discovered that the start/stop button wasn’t working either. We were told that most likely the technician worked on the wrong charging port as there are 2 in the front. Even though I had specified that it was the port that a cigarette lighter would go into and the other charging port is a standard USB port which worked just fine. In my opinion, it’s quite hard to confuse the two seeing as how one is a huge opening in comparison to the other one. But I do understand how a mistake can happen like that so we made another appointment to have this and the start/stop button fixed. One whole month later, on the day that the loner was due back, we were told that it was all fixed. But, while driving to your dealership, we get a phone call from the service consultant that the car’s battery is dead and that I’ll need to purchase a new one for $250. I was stunned as I was assured by this same person earlier in the day by text (which I still have) that my car was fixed and ready to go. So how does the cars battery go dead in a couple of hours from the time that I was told everything was fixed and the time that I was to pick it up. This sounded like a scam to me but you had me between a rock and a hard place. I needed my car back, in running order, and I had to return the loner, as it was due that day. I paid the money and had to wait an additional 70 minutes for the new battery to be installed. After all of this, we decided to take money out of my retirement account and pay off this car (lemon) and purchase a new car, using the paid off lemon as a down payment. Had we been treated fairly from you guys we would’ve gone to you for the new car as we really liked the last loner, a 2023 Escape. Instead we went back to the brand that we had used for 15 years with none of these problems or scams. We bought a new 2023 Jeep Compass and it’s as good as the 2023 Escape loner that we had. We will NEVER go back to a Ford product and NEVER back to your dealership and we will warn anybody against dealing with you!! More

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The best customer service I’ve ever experienced. This group always goes above and beyond. I’m a customer for life! This group always goes above and beyond. I’m a customer for life! More

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They were efficient and did a thorough job. They found an additional problem and corrected that too. They found an additional problem and corrected that too. More

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Great Service! I always use the drop off service and what a time saver. I get a ride back to work and then they dropped my truck off when it was done. No work misse I always use the drop off service and what a time saver. I get a ride back to work and then they dropped my truck off when it was done. No work missed! The truck is always returned washed and without an issue! More

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Worst dealership! Will never go to a Suburban Ford dealership again. Our Escape was brought in before the warranty but because the dealership screwed up and closed our Will never go to a Suburban Ford dealership again. Our Escape was brought in before the warranty but because the dealership screwed up and closed our case and then ordered the parts. Ford was only willing to pay half of the warranty repair. Suburban Ford tried to make us pay half of the cost because they screwed up and ordered the parts after the warranty date. Had our car for over 7 weeks for an $1100 repair and still made us pay a fee for their error. Do not ever go to a Suburban Ford dealership! More

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Thank you to James B. Staelens. Brought in my car for 2 recalls. Said it would only be a couple of hours and he was right on. Always 5 stars when I bring my car in for any Staelens. Brought in my car for 2 recalls. Said it would only be a couple of hours and he was right on. Always 5 stars when I bring my car in for any repair. Also to James Jackson for returning my text and setting up my appointment. More

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Service rep Brandon Pohi outstanding. Checked what was problem and had the part and was done in an hour.Explained what to expect if not fixed. Checked what was problem and had the part and was done in an hour.Explained what to expect if not fixed. More

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I am very, very disassitified with Suburban Ford sales and service. I recently took delivery of an F-150 that test drove perfectly fine, but after taking delivery it immediately had an issue. The is and service. I recently took delivery of an F-150 that test drove perfectly fine, but after taking delivery it immediately had an issue. The issue I have with my truck is an odd vibration in the dead pedal and gas pedal. It happens mostly around 35-45mph and at 70mph. I can only explain it as a cyclical, grinding feeling through the dead pedal and gas pedal. While trying to figure out how to schedule service, I discovered through the Ford Pass app that a tire balance/alignment was performed on my truck immediately before I took delivery. This service was done after I test drove it, but before I took it home. I did not ask for this to be done. I called to have service scheduled. The automated teller service is awful as it kept trying to get me to schedule an appointment online. I called on the phone to actually talk to someone. In any event, the call finally goes straight to voicemail and I had to wait for someone to call back. When I was finally able to talk to a person I was given the 'our fleet is extremely limited and we cannot give out loaners' garbage that Serra Whelan pulled on me next door, at least they have a partnership with Hertz to provide some kind of (rental) loaner. In any event the excuse is absolute garbage as Suburban Ford's lot is so full there's NEW cars in the used lot. In any event I agreed to service, at which point I was told it would be three weeks before I could even bring it in, and of course, no loaner. I've since taken my truck to another shop to have a tire balance done, and and to my surprise the balance was off, which means not only did Suburban Ford service perform maintenance on my vehicle I did not want, they couldn't even do it properly. A tire balance helped, but did not fix the issue completely. Finally, I left a voicemail for service, and asked for a call back but received a text message instead. That is by no means 'customer service' when I cannot even talk to someone on the phone. To summarize: 1. Sales rep lied to me about the service department policies 2. Service department performed maintenance on the truck that I did not ask for, which in turn resulted in me taking delivery of a truck that was working perfectly fine when I test drove it. 3. Service department not prioritizing new customers to make sure their new vehicle is issue free, especially after they performed unauthorized maintenance on it. 4. Service department can't even be bothered to contact me by phone when I explicitly asked them to. Buyer beware, stay clear of this place. More

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Service department exceeded my expectations. Very knowledgeable service advisor. The Uber delivery back home and the delivery of my car back home to me was simply amazing. Very knowledgeable service advisor. The Uber delivery back home and the delivery of my car back home to me was simply amazing. More

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