Surprise Ford

Terrible Service IF i could give this review 0 stars i would. I've had multiple time that I've brought my call in and received terrible service. And NO I will not lie IF i could give this review 0 stars i would. I've had multiple time that I've brought my call in and received terrible service. And NO I will not lie on my survey just to make the "advisers" look good. Today I brought my car in for a service appointment, and i did not meet my service adviser, nobody gave me any updates or follow up for over 2 and a half hours. The only reason someone came to get it was to pay the bill. The previous visit I dropped my car off in the morning and was promised a follow up in a few hours. I made several phone calls, left messages over an 8 hour period to reach my adviser. I had to physically show up at the service dept and demand my keys back. Both times the Advisers have asked me to give them perfect surveys! Are you kidding me? You can't even communicate with your customers? I'm very disappointed, shame on me for giving your dealership a 2nd and 3rd chance. More

Horrendous service and management I bought a new 2017 F150 XLT from Surprise Ford and upon delivery not all accessories were installed. Made an appt for install and had to wait over 2 I bought a new 2017 F150 XLT from Surprise Ford and upon delivery not all accessories were installed. Made an appt for install and had to wait over 2 hours for the 5 minute job. On first service (The Works) the truck was completed but I had to wait 45 minutes for them to find the service writer to get me my keys.On the Works they rotated my tires. I then left for a month long trip back east. On my return and almost home I had a flat tire. Upon searching the truck the lug nut key for the dealer installed lock lug nuts was missing thus although the tire could be removed the locking lug could not be installed.On my return I called Surprise Ford service and explained the issue. They to this date have never called me back even after repeated messages. I then emailed their management than also has never contacted me back. I spoke to the parts dept and all they would do is schedule me for a service visit, charge me a shop hour per tire to remove the locking lugs, and charge me for a new set. Even though in order to roate my tires they would have had to un lock them first!! Thus where is my key that they used and has never been seen since??? I ordered at new key($20) using the id card their parts dept told me to....and of course, upon receipt it is different than the ones on my truck. I finally went to Big O tires and for $75 they removed the remaining 3 locking lugs and replace all four with plain ones. If you want competent service you can trust....stay away from Surprise Ford. More

Purchased bad used car I purchased a used car from this dealership and the engine blew on the 3rd week. The dealership has been no help. The general manager won't pay to fix I purchased a used car from this dealership and the engine blew on the 3rd week. The dealership has been no help. The general manager won't pay to fix the damage either, and now I'm stuck with no car, and paying the loan anyways. More

Horrible Service Center I took my 2015 Ford Explorer to Surprise Ford for Service. I first called Peoria Ford(Wonderful Dealership and staff by the way) to see when they coul I took my 2015 Ford Explorer to Surprise Ford for Service. I first called Peoria Ford(Wonderful Dealership and staff by the way) to see when they could get me in, but they were honest and said they couldn't until the next day. I called Surprise Ford and they said they had an appointment for Tuesday at 4:20 PM. Understanding that it's late in the day, I did not expect the car to be done that day. I called to speak with the Service Advisor(Marie) the next day(Wednesday) and took hours to reach her after a vmail was left and several calls. Finally reached her to see if they worked on the car yet and she said not until tomorrow. I asked her what is the point of having an appointment if it won't be worked on at that time. She responded that the appointment is to look at the vehicle, but then has to be put into the queue to be worked on (So that means 30 hours later). She informed me that it would be worked on first thing the next day(Thursday). She called me Thursday morning and said that they found the issue and it would take a few hours to fix and needed my authorization. I gave my authorization and got off the phone. After not hearing anything for 3 hours, I called to get an update and see how things were going and was informed that the Technician is waiting for his bay to clear and then he will start the fix. I could have already had this fixed at Peoria Ford or any other dealership. No parts needed to be ordered. All they needed to do was remove an aftermarket alarm that was interfering with the OEM alarm. The Service Advisor did not have much in terms of customer service skills and lacks effective communication skills with customers. Unless you absolutely have to use this dealership, DON'T!!! I was looking forward initially to using their dealership when I would be buying a new truck next year since they are close to my house, but I will stick with the other Ford Dealerships. More