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July 2024 by Steven McAllister
1 hour oil change with no appointment ; Thank you Ford. 5 stars.
Nate Patrick was wonderful customer experience agent.
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June 2024 by Jiselle Trent
Second day in the row coming to view vehicles and both times the dealer had closed early. I literally called 40 mins before coming which is including travel time (30 mins). I verified with her twice that I was coming there over the phone. The lady told me the test driving would stop at 5:15 - 5:30 pm however they’d be there til 6.. which is fine seeing how I was really coming to look. I could’ve came another day had I saw something I was interested in to test drive. I arrived at 5:20 and no one was there. This is two days in a row of me driving all the way from 15 and gratiot to this location during rush hour with my 1 year old. I’m also having to get a ride to do so. I will no longer be cashing out a vehicle at this location as they clearly don’t want the business and is continuously wasting my gas, time, and energy.
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January 2024 by Kevin
I purchased a used car from here, I’ve taken the car back the first week for an engine light, I just took the car back for the second week because the trunk is flooding whenever it rains. I call the service department to check the status of my vehicle AND THEY NEVER ANSWER THE PHONE. I had to call the person who sold me the car, Eric to help me figure what’s going on with my car after two days. He does help me and he’s polite and gets me a status report. I still don’t have my car and they still haven’t worked on it. Call the service department yourself, don’t worry they won’t answer.
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January 2024 by Chanda Jennings
Absolutely love Jason D ! (in service) Just a delight very helpful and friendly !!! Kept me updated the whole time. Although everybody I talked to was friendly throughout my entire experience.I drive from Saint Clair Shores for the customer service at this location!! Keep it up guys!!!
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November 2023 by George A
Kept getting the run around every time I called about a recall on my Ford Escape. I kept getting told that they didn’t have the parts for the recall and they said to call back in a few weeks. Every time it took 15+ minutes on hold to get through. Finally called a different dealer and they took care of my recall the next day.
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November 2023 by Wendy B.
Absolutely do not buy from this dealership. I had bought a car from this dealer that had a sensor that was going off saying tpms. We were assured by then when buying this car it was just an emissions sensor and meant nothing in the state of Michigan and would only be something to worry about in a state like California. This car they had admitted to sitting at the lot for months and the said the reason being is that the car just wasn't a real popular car and not one anyone would really care to buy. Me and my mother had believed them as you don't see a lot of the car I have on the road. This was in fact a tire pressure monitoring system sensor and it is so dangerous that I wasn't allowed to leave the place I was getting my tires done at till they had me sign a waiver saying I'm aware of this problem and it was brought to my attention and they offered to fix it. I had it fixed and it wasn't an expensive fix either. We were showed one other car for a split second before this one, a dodge journey and I was only 18 at the time so our sales man had immediately said before I could say let's look at it or any response at all this doesn't really seem like a car you would want to be completely honest. And immediately showed us the car I bought being the Acura TL. This is completely unprofessional and could have been much more serious if I hadn't been told by the tire company I had gone to.
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November 2023 by Fred E.
My wife had been in contact with the dealer for two days, they set an appointment up for the following day. We drove all the way from Ann Arbor and waited quite some time before the salesman showed up, we were then informed the car had been on hold for someone else as of three days prior. The salesman left to check on it and returned to tell us the car was sold. After another search we found a different dealer with a comparably optioned car and purchased it, a few days later, my wife checked Suburban's website and the original car we looked at was still listed for sale. Very unprofessional way to operate and I highly recommend using a different dealer, one that appreciates and respects their customers.
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September 2023 by Zackary Boston
A bait-and-switch the prices on you do not recommend. They will add about 1200 in fees from their listed price. Clearly a very shady shady dealership and the manager was an asshat
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September 2023 by J. C.
Had a very good overall experience with the dealership. I worked with Hunter Hoppe as the sales rep. & Bryan as SM. At the end of the day we were happy we drove nearly an hour each way over 2 days. We wanted to make sure we did our due diligence and took our time doing research and made sure the vehicle we bought was right for us! At no point did we feel pressured or swindled as some of the other reviews said... They understood the first vehicle was not as good of a match as we wanted. Upon leaving the first day Bryan mentioned there was another vehicle that had become available as we were preparing to leave and it was simply a suggestion as we had a specific model and year we wanted... Only having a short window of time we took it for a quick drive and actually really enjoyed it but had no time to do research it to make sure it's history and safety logs checked out. After our brief 2nd vehicle test drive we had said we liked that car... But had no more time left as we had another appointment. The Manager said, no worries I totally understand we want you to be in a vehicle you are comfortable with and feel good about wether it is with us or not, take your time and we will hold the car, no deposit for you if you would be able to come back in the morning tomorrow? We of course said sure... There was an opportunity for me to do my research to make sure it was what we wanted and it was a good and safe purchase for my son as this was his first car! He saved up for 2 years and paid cash for it!! $8200 is a lot to pay for a used car but the actual value and price was spot on based on our research. They had replaced front brakes, major front end steering components and put new tires on as well... We felt comfortable with the vehicle that it was safe and was a worth while purchase!!! We were out the door after a couple of hours of paper work and detailing the vehicle and all the things that go with buying a vehicle now.... Listen, I read a lot of the reviews before I even made my initial trip out... We spent over 3.5 hours in just driving back and forth over 2 days and it was worth it! I feel a lot of individuals see dealerships as a negative experience or that they are out to get you..... I am sure things happen and no one is innocent of mistakes, but as long as a consumer takes their time, does their research, pays attention to what is actually going on and is a good stuard of the process things will be fine. You are buying a USED VEHICLE.... AS IS. It is really that simple. If you say yes why would they say no? It's up to the consumer at the end of they day to pay attention to what your doing and what your buying. The terms are laid out in plain sight..... You have to sign a form BEFORE you can even get the keys saying THIS IS BEING SOLD AS IS WE OWE YOU NOTHING AND IT IS NOT COVERED UNDER ANY WARRANTY.... This is about as simple as it gets y'all..... If you have an issue after you drive it off the lot it is now YOUR issue. I know that can sound harsh but I knew that going into this and understood the rules. If I wanted something different I could have spend 4x the price and bought new and then I could have expected a warranty and expected everything to be perfect. At the end of the day I am very happy with Hunter Hoppe and the team at Suburban Ford of Sterling Heights (Used). I hope this helps anyone considering shopping here in the future.
Cheers,
John C.
Fenton MI
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September 2023 by Nassim Yono
Unrespect the customer and the bad service
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August 2023 by Annette S.
I called my leasing agent in Feb to see about a trade in since my lease was up in Sept. That was when I found out that my agent was no longer working there. I was passed to F. As my new agent. I had to chase her down for offers. She was to call me in July to touch base on offers, but I never heard from her. I called her in the beginning of Aug., she was confused why I was calling, needed me to remind her of who my original agent was, if she leased me my current vehicle, & what my current lease was. I ended up making a face to face appointment on a Sat at 10am. We arrive 5min early. We were directed to F. She greeted us & asked us why were there, we reminded her of our 10am appointment. She said that she would be with us in a bit for a customer came in early. We waited 15min, watched the customer leave, & the F. start paperwork. We waited 5more min before walking out. We walked out in front of her, without an attempt to stop us & meet. We took our business elsewhere.
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June 2023 by Rob C.
Purchased a new F-150. 45 days into owning it had a brake error warning that flashed on the dash and immediately went away. Service advisor stated it was not safe to drive. Had towed to dealership.They are not able to diagnose it without an active error so they want the shop foreman to drive it around until it comes on again.They do not have any loaners so I've been without a car for a week. The dealership pushes all communication through the website or text so I have not been able to speak to anyone about the issue.Do not buy a Ford and do not buy through the Suburban Collection.
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May 2023 by Maria Antonietta Venditti Ciavaglia
Great sales and service department everyone is so nice and helpful.
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May 2023 by Rebecca Back
I bought a 2016 Ford Fusion from this place in February of 2022. Within 6 months the engine had to be replaced. It was under warranty but it took a month to get it done. I've had tire issues, had to get a wheel alignment, replace various bushings and control arms. Now the transmission has gone out and I've had a heck of a time trying to reach the Finance Department to check on my power train warranty. When they finally called me back I waited on hold for half an hour and got hung up on. I believe it's fair to say I bought a lemon. I just want to get out from under this car. It's the worst car I've ever had!
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April 2023 by Rachael Wojta
Nope, nope, nope. I bought a Fiesta from them back in January that I have had nothing but issues with. I wasn’t going to say anything, but with the continuous disrepair that this car exhibits as time goes on (with 38k miles), I have to express my disappointment. I am paying over the average and fair cost of this car, under the assumption that it would function properly being a 2019. I hadn’t had the vehicle for two months and the defroster started to malfunction. They wanted $445 to repair it. Now, my sound system is going. Not only that, but they sold me an unprogrammed key which I was told would take about “10 minutes to fix”. Service said that “they don’t know why they said that” and I had to take my limited PTO to get the key programmed on a different day. Just has been overall an unenjoyable and inconvenient experience. The only silver lining has been Jason at service. What an awesome guy.
