Suburban Ford of Troy - Service Center

The service team did a good job in processing my vehicle, keeping in informed of progress, and turning it back to me in a timely fashion (as predicted). keeping in informed of progress, and turning it back to me in a timely fashion (as predicted). More

Brian in the Service Department provided me with Excellent Customer Service making sure All of my concerns were addressed. Excellent Customer Service making sure All of my concerns were addressed. More

I have been purchasing car’s from Elder Ford/Suburban Ford for easily 20 years. I like the service department because of the ease of use. The service rep was friendly and helpful, and managed to get my c Ford for easily 20 years. I like the service department because of the ease of use. The service rep was friendly and helpful, and managed to get my car back to me after closing! Great job! By the way, I love my Escape Hybrid! More

I took my Escape in for an oil change and was quoted a time of 2.5 hours. Ok, I didn't like that but that is fine. After waiting 2.5 hours I went to the desk to ask about my car. They told me it would be time of 2.5 hours. Ok, I didn't like that but that is fine. After waiting 2.5 hours I went to the desk to ask about my car. They told me it would be another 1.5 hours. What? Nobody told me during the 2.5 hours that my oil change was actually going to take 4 hours. I had one rare day off to get my car checked and the service team at the desk didn't care one bit. I reiterated that I was told 2.5 hours and the guy said "I told you it would be at least 2.5 hours", as if 2.5 hours and 4 hours were remotely close. I'm absolutely furious and the guy starts giving me excuses about a guy calling in, like any customer wants to hear anything about that after wasting a precious day off. Another guy came over and told me to have a great day. This guy was basically telling me to leave. I said I will never be back or purchase another car from Elder Ford again and he shrugged and said have a great day. I am disgusted by the entire experience. I'm highly discouraging my entire network to avoid Elder Ford at all costs. Have a great day. More

Great service. Sent my sons focus in for service. Matt and Joe couldn’t have been kinder to him. Professional and courteous. Work compleated in time for less than Sent my sons focus in for service. Matt and Joe couldn’t have been kinder to him. Professional and courteous. Work compleated in time for less than original quote. What more could you ask for ? More

Failure to Complete Recall Work Went to Elder Ford to have recall work completed. Waited 10 hours, received a phone call stating that they would need to hold the car over night. Job Went to Elder Ford to have recall work completed. Waited 10 hours, received a phone call stating that they would need to hold the car over night. Job was supposed to take 4 hours. Service manager has a very different view of service. He explained to my family that they followed the process and everything was handled properly. Ten hours later and no service is not proper in my world. After a lengthy discussion we were handed the keys, told that they wouldn't work on the vehicle. I informed them we will never buy a vehicle from them again. Extremely poor service, discrimination (both racial and age), and questioned my authority to bring the vehicle in (after I had signed the authorization). #NEVERAGAIN! More