Suburban Ford of Sterling Heights

Bad experience I would like to start by saying that Brain Lagodna and his management team took care of me in the end . However, a lot of issues could have been avoid I would like to start by saying that Brain Lagodna and his management team took care of me in the end . However, a lot of issues could have been avoided if my salesperson PJ had been better prepared and or trained . I was in communication with him 3 days before my 4 hour drive to pick up the truck . He failed to mention a policy about wire transfers being cleared by the dealer , that cost me a full day . I'm not sure if the service department failed or my salesman was misinformed? The truck wasn't filled with DEF fluid like I asked and was reassured that it was by PJ. This resulted in the truck breaking down after I left and didn't make it 5 miles away . Dealership was closed so spent the night in a hotel in town . Basically a 1 day trip turned into 3 days of hassle for myself and the dealership. I know things happen and mistakes can be made but some of this could have been avoided. More

Unprofessional and poor business approach Had to argue with salesperson and manager why they can't offer what is advertised on their website because they were trying to push me a higher profit Had to argue with salesperson and manager why they can't offer what is advertised on their website because they were trying to push me a higher profit margin sale by mistake Taurus is advertised for $149 a month lease for 2 yrs with 0 down and they insisted it will cost me $234 a month for 3 yrs with 0 down Don't recommend dealing with this dealership More

Car Held Without Being Worked On I brought my 2013 Ford Escape to Suburban Ford for a transmission problem on a Monday. After having my car for several days they stated that the tra I brought my 2013 Ford Escape to Suburban Ford for a transmission problem on a Monday. After having my car for several days they stated that the transmission was fixed. I picked it up on a Thursday night and 36 hours later my transmission ‘broke’ again (this time on my way to work). A stone had also hit my windshield that morning creating a hole. When I got to the dealership and told them my transmission ‘broke’ again and the windshield had a hole that needed to be plugged (so it wouldn’t crack), I made the mistake of telling them I needed it fixed ASAP since I was trading my car in for a new Escape at another dealership on Monday. (I tried to buy a new Escape from their dealership but the salesman only wanted to sell me what was on their lot and not what I wanted.) My Service Representative / Mike Tear then began to play ‘games’ with me. He would not call me with a status and every time I called him over the next few days he would tell me they were ‘test driving’ it but couldn’t find anything wrong. Which didn’t make sense since the car was not driveable. After several days of Mike’s game playing, he told me they found a ‘slight’ transmission problem and with a laugh told me that I would have to go to the back of the line to get it repaired. Needless to say, I had to go higher up. I was then told by Mike Skeltis one of the Service Managers that my car needed a ‘total transmission replacement’ and parts would have to be ordered. After several more days of waiting, the transmission was once again fixed and I could pick up my car. When I got to the dealership I found that the hole in my windshield was not plugged like I requested on the Service Order; therefore, causing a crack to form all the way down the windshield. When I stated that they didn’t complete the service order and caused the crack (I couldn’t trade my car in to the other dealership in that condition) Mike Skeltis’ manager told me it wasn’t Suburban Ford’s problem and walked away. I had been a loyal customer to Suburban Ford for five years and throughout all their staff turnovers brought my car in religiously for eight recalls and maintenance and now that I had bought a new Escape from another dealership they treated me poorly, held my car without working on it for days and would not take responsibility for overlooking a repair item on the Service Order. Thankfully, I had bought the extended warranty and my 15 day car rental was covered (at the expense of Ford Motor Company.) I do want to give 5+ stars to Huntington Ford in Rochester for being patient since I was unable to pick up my new car during this long ordeal!! More