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November 2023 by Chris D.
I have had numerous dealings with this facility and I will say I have been extremely pleased with the service quality. Christina in service is top notch and the new service manager is fantastic. Extremely satisfied!
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November 2023 by Bruce J.
HORRIBLE CUSTOMER SERVICE!Car was in for warranty work for 8 days .was promised a loaner car that I never gotThey don't answer the phone,respond to messages or return texts
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November 2023 by Southern B.
I go to ford dealerships exclusively for service so naturally when I relocated to Michigan I found the closest dealership which was the Ferndale location. I go into the dealership and my vehicle is ready is in great time. The facility is always clean and the staff is always nice. My most recent visit they really disappointed and I rated to post this review thinking someone would call and apologize or even send a coupon for future service - that has not happened so here I am. A few days ago I scheduled an oil change. It was an effortless and smooth process to get scheduled. Next, they offered me valet services - they now offer a service to pick up your vehicle as long as you are pretty close to the dealership. The valet process was again smooth and efficient. The issue is - they have not worked out the logistics of keeping you updated on the status of your vehicle. I attempted to contact the dealer for over two hours just to get an update on my vehicle because I am pregnant and on walking restrictions. I ended up having to walk because I could not get transportation and my doctor put me on bed rest from the severa pain I was in from walking an hour to pick my child up from school. I had to beg someone to just tell me something and only have my husband called from work in another city irate we finally got an update. My situation could have been resolved with a simple update so I had enough time to at least call an Uber. Yup I all I am oil change with wait time at dealer is 45 minutes to an hour - I did not expect to not have a vehicle all day for an oil change especially when I made an appointment. So it looks like the valet service also extends the service time.
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October 2023 by Chi J.
I purchased a pre-owned Ford Focus at Suburban Ford of Ferndale. It was my first buying experience in decades after living in Chicago & not needing a car there. Car purchasing tends to be a stressful process with so many decisions to make & the uncertainty of the nature of used cars. Add labor strikes, supply chain issues & shortage of mechanics to the car buying process to the mix & it can become overwhelmingly. Chris at Suburban made the car buying process smooth & was always quick to respond when I had questions after purchase. Now, fast forward a few days & long story short, the car had an issue that was not predictable & unforeseeable with inspection which could have ended in a nightmare, costly expenses & over a month without a ride while waiting to be even diagnosed. Thank goodness, that didn't happen & the situation entirely turned around thanks to General Manager, Tom McPherson. He completely took charge, got the car, had the TCM replaced & delivered to me in a matter of 2 days. He truly didn't have to do anything but he went above & beyond to correct the problem with the car & had it delivered to me with total reassurance. It seems like when things go wrong car shopping, they often go sour. This was entirely not the case here in this instance, Tom turned it around entirely, took control of a situation that wasn't their fault to make my car & me whole & fully restored. This shows why it was important to me that I shop at a Ford dealer instead of unauthorized dealers or unknown private sellers. I would not have had the upstanding service anywhere else like I experienced here with Tom. He didn't have to but he could & did. That speaks volumes about the integrity of their service. If you're buying a pre-owner car especially, I'd recommend Suburban. Thanks Tom & Chris!
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October 2023 by Lindsey B.
I purchased a Cadillac ATS about 6 months ago. Within the first month I had a leak in my radiator hose. Easy fix... when I took the hose off I realized they had known about the problem and used electrical tape to fox it. They taped my hose!!! About 2 months after that my car started shaking. I took it to a shop and I found out I need new tie rods, struts, shocks, and an alignment. Also brakes and rotors. This is about 4 months in. I fix all that, spend a small fortune and then about 2 months later my car started making an insane noise. Took it to a shop and I have a rear differential leak. Now I have to get that whole entire thing replaced. Axel and all. My radio also also shorts out which leads me to believe that it has electrical issues. All within the first 6 months!! I would never recommend this place to anyone. I have wasted so much time, money and energy. 10/10 would 100% not recommend.
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September 2023 by Melissa P.
Worked with Antonio, Pre-owned Sales Manager in negotiation on a 2019 Audi SQ5. A lot of lies and shady things happened in this deal. The cliff notes are after the purchase, I tried to connect MyAudi App, long story short is that they sold me a car built for Canadian Territory. This means NO MMI/Audi Connect/MyAudi App, Audi has no way to update to the US system. Many manufactures, when vehicles are built for another country, void the warranty when it goes to another county. US Audi Dealerships, have no obligation to honor any warranty and area specific changes would not be covered. Suburban misrepresented the Buyers Guide by checking that the manufacture's warranty still applies. I also found another Buyers Guide, in the glove box after purchase, and this was checked different than what we signed. Antonio tried telling me, the manufactures warranty box gets check if you purchase a vehicle service plan (VSP). Incorrect, one has nothing to do with other. They overcharged us several thousand dollars for the VSP. When I confronted them about the Canadian vehicle issues, several days later I see a payment made on our principle loan for the overage, but they never brought this to our attention. Antonio never took responsibility of the illegal documentation. Ultimately, they purchased the car back, making us whole. Antonio assured us payoff would be overnighted and paid before our payment was due, they had nine days to do so. That didn't happen, we had to make a payment, which was against our resolution agreement, and wait for the overage to be refunded back to us. When we bought a new car a few days later, we told the new dealership a small bit of of our experience, without naming the dealership, their response was "it was Suburban wasn't it?" Followed by "I often hear these kind of things happening with Suburban". This Audi is up for sale on their lot right now. BUYER BEWARE!
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September 2023 by Marlene Salmon
Zero Stars. I went to my local Ford dealership to test drive an Escape and Bronco Sport and was offered 8K for a trade-in. I loved both, but was looking for a lightly used version. I found a hybrid Escape online at the Ferndale location - over 3 hours from my house - with low miles and reached out to them. Ali contacted me immediately, asked for photos of my vehicle (body, mileage, and VIN), and after a few hours, said they could offer $5400 for the trade-in. I told him my local dealer offered 8K. The next morning, his manager Tom CALLED ME and said if it was going to take 8K to make the deal, they'd make it happen and asked when I could come test drive the vehicle. We made an appointment for 2pm for the same day. I got in my car and drove over 3 hours in a storm. When I arrived, I sat at Ali's desk for nearly 30 minutes. Tom then came over and said the hybrid Escape had been sold that morning "under him" but that he'd "compensate me for my time." I was furious and asked why nobody called me since he knew I was coming from far away. He said it happened quickly. I test drove a new Bronco Sport at their location and while driving it, they created a proposal with the $8,000 trade-in. I declined as I had no desire to do business with them. He gave me a $250 gift card which hardly compensates me for a full day of driving, gas, and missing work. Over the next few days, I checked their online inventory and that vehicle was still available. Yesterday, my husband called to inquire about it, and sure enough, it was still for sale! He asked for the manager to call him and after a couple of hours, he called again. The manager said that we had misrepresented my vehicle and that there was no way they could offer 8K for it - which they did with the Bronco Sport as a trade-in! He said he should have never given me the gift card and that he was done doing business with us and hung up on him! He told my husband that my vehicle's bumper is falling off (it's not) and that the check engine light was on - per the dealership's mechanic. My husband explained it was because the light turns on when the car is due for an oil change and the manager responded, "oh, that's all?". YES, that's all (and it's set to go off after 3500 miles after an oil change so actually far from being due for one). Somehow his "mechanic" was unable to figure that out. Ali seemed like a nice enough guy but the general sales manager is your typical sleazy and dishonest car salesman. I would NEVER recommend anyone stepping foot into this Ford location. Save yourself the time and drive to the Romeo location where everyone is friendly, the place is clean, and you feel valued as a customer.
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September 2023 by Ray C.
UNDERSTAND PEOPLE ARE UPSET HOWEVER, WHY HATE PEOPLE MAKING THE TRUCKS OR THE MANAGEMENT. Im an effected worker I was there when they walked out. But I'm not cursing people trying to get just due. Greg Hoobler Shut up, respect everyone be professional, because these people are my friend's brothers' cousins and aunts' uncles and much more. So, again If you have a smart comment keep it to yourself.
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September 2023 by Liz Dunn
I love my new Bronco! Moe was awesome with all the details, and saving me some money! Thank you Moe for what was a terrible situation (totaled my car in an accident) into a pleasant experience!!
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August 2023 by Bob Wilson
Teresamarie D'agostino handled the sales of my new Ford truck. Everything went great. She is a fantastic salesperson. The entire process was handled both personally and professionally. The dealership actually values the customer.I highly recommend Teresamarie and suburban Ford of Ferndale.
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August 2023 by Rachael Shey
Working with Suburban Ford of Ferndale to get my hybrid Maverick was great. Tom helped keep me in the loop before my truck was built and Darin made the delivery of my truck so easy! This was my first time buying a new car and he made the experience really nice. Highly recommend buying a vehicle from here.
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August 2023 by Megan M.
Purchased used car in April with 105K miles. I assumed the car was inspected and in good condition. Fast forward to a month to find our the AC doesn't work. NBD, I should have checked on the test drive.End of July, engine fails. I call service to see if they can look at it right away. "Yes" they can. Leave work early to drop in off at lunch on Wednesday. Didn't hear anything back till Friday after multiple texts checking in. Went in and spoke with the Used Car Sales Manager about the situation. I was able to get a ride the 2 days I was without a car but needed something to get to work Monday. They hadn't even looked at my car and weren't able to offer a loaner. That's all I wanted. Would have forked out the couple thousand to fix my car I JUST BOUGHT 4 MONTHS AGO but I needed to be able to get to work. Obviously. Both myself and my partner (a Veteran) worked for Suburban Ford of Sterling Heights. The main reason I went to Suburban to buy the car to begin with. I had faith they would sell me a reliable car and make things right. They did nothing to rectify the situation. NOTHING. And all I wanted was a loaner. My partner and I both know damn well that they can make concessions to help. We know how dealerships work.I will 100% not give my business to Suburban and will tell everyone I know to never go there. Service is horrible. I specifically asked if they could get it in for repairs right away. If they couldn't they shouldn't have lied. Sales did nothing to help. I was sold a junk car. No one at this dealership cares about their customers or the fact that word of mouth affects your business. DO NOT BUY A CAR HERE OR BRING YOUR CAR IN FOR SERVICE.
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July 2023 by Janella Barnes
Excellent service! I was greeted with a smile. The service representative was very personable and professionalism. I had the works oil change, tire rotation and fluids topped off. I arrived by 8 a.m. and was done before 9 a.m.Joe and his team are awesome!
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July 2023 by Amber Janea Mathis
I had my car towed here to have brake services done on it. I did not go with the tow truck driver, but confirmed with him that he dropped my car off. In the meantime, I’m waiting for someone to call and confirm that my car was checked in and had been assessed to see what exactly needed to be done. An house or so goes by, no call, so I call them. No answer, so I leave a message & request to contact them through text message via their automated service. I text the number saying pretty much the same thing I said via voicemail, twice, and still no response aside from an automated one— it was not helpful at all. I had to call them again the next morning for an update, and I had to call twice before getting someone to answer the phone. I found out that my car had been fixed and was ready for pickup, but again, no one said what had actually been done, even when giving me the paperwork when I arrived. The associate just gave me the paperwork and said that he’d pull my car around for me. Thankfully the service was free because it turned out to be a recall issue, so I didn’t have to worry about paying for services I never consented to, but I really don’t understand why they would not communicate with their customers to keep them in the loop for what’s going on with their vehicle. It’s not giving good business practices at all. I know this location can do better because I have experienced better, and I really hope they get it together soon because their customers deserve better.
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July 2023 by Chris Parks
Purchased my first ever Ford vehicle here, and I can't express how comfortable they made my family feel during this process. They got me in the vehicle I wanted and needed for my family. They truly care about what is best for your family. Thanks to Teresamarie, Tom, and Derrick, suburban Ford, you won a customer for life. Highly recommended this location for your next vehicle. No matter make or model. Trust me! Ive shopped around.
