Jim Saelens | Page 2

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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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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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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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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Customer service was great in accommodating for the repair to my vehicle.Jim did a great job in making sure i was covered with transportation while my vehicle was in service. repair to my vehicle.Jim did a great job in making sure i was covered with transportation while my vehicle was in service. More

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