Joshua Dabney

JBK responded

I meet with the general manger and he explained basically that Waterford has terrible water and it ruins the paint and the dealership wants to protect their product. So by applying an aftermarket $1000 dollar coating called perma plate, in which the cost is passed on to the customer without choice, the vehicle will be protected from Waterford’s harsh water, bird poop and acid rain. He even offered to show me some damage on vehicles (sounds like a scare tactic to me). Maybe Suburban Ford should contact the city manager Gary Wall to discuss the water they are so worried about. The GM also told me that they put perma plate on all vehicles because people trash the vehicles when they lease and it protects the dealership when they turn the cars back in for resale. I explained that I bought a vehicle and that this is not my problem and the customer should not be forced into buying an aftermarket product if they don’t want it. The problem is that it was never verbally explained or pointed out that this was a $1000.00 upcharge passed on to the customer, it was merely a line item listed amongst all the other fees which I feel is extremely deceiving. Plus the fact that they have you complete all the paperwork online, electronic signatures and all again is shady and an easy way to hide additional costs. This thousand dollar add on was not listed on the dealers window sticker either. When I asked the GM who is responsible for telling the customer about this cost, his response was the salesman. When I asked the salesman whose responsibility it was to inform the customer, his response was the finance guy. When I asked the GM if this was a good customer service plan he said, well you signed the contract and I can’t do anything about it now. My final response was this, "so you are okay with me walking away feeling that Suburban Ford is deceitful to their customers because they do not have a transparent and systematic way of informing customers of an automatic $999.99 (thousand dollar) upcharge to each of their vehicles without the customer having a choice. His polite response was "I am sorry you don't believe in our business model, this happens at all of our Suburban dealerships. He did say that if I wanted to order a car online the perma plate would not be included and that would be the only way the additional $1000 dollar charge could be avoided. The saddest part to our family is that in a time of extreme inflation, families need every dollar they can to keep afloat, and that a company would take advantage of a community using the bad water as an excuse to upcharge all of their vehicles. There may be more to the story but that is the one told to me, so I feel the need to tell all who will listen, buyer beware. My plan is to inform Ford Motor Company and the Better Business Bureau. My family lives and serves in this community and we and they deserve better. Transparency builds trust and our trust has been lost at Suburban Ford of Waterford.

Suburban Ford of Waterford responded

Hello, we are so disappointed to learn of this situation you have described. We take our customers’ comments seriously so we hope that you’ll give us a call at (877) 999-7121 so we can understand exactly what went wrong and do our best to try and resolve this matter to the best of our ability.

A person responded

The wild saga continues. The truck I purchased was not cleaned and the heat does not work. The cost of this will be more of my time!

Suburban Ford of Waterford responded

Hi, we're happy you found our staff to be so supportive during your experience here at Suburban Ford of Waterford. We're happy to hear you had such a positive experience with our team! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Suburban Ford of Waterford responded

Hello, we are happy we could make your experience a positive one! At Suburban Ford of Waterford, we value our customers and we look forward to seeing you on your next visit. Take care!

Suburban Ford of Waterford responded

Hi, thank you for taking the time to leave us your response to our staff's outstanding customer service! We hope to be of service to you again! Take care!

Gkruse2121 responded

5 star service as always