Suburban Ford of Sterling Heights

I am very, very disassitified with Suburban Ford sales and service. I recently took delivery of an F-150 that test drove perfectly fine, but after taking delivery it immediately had an issue. The is and service. I recently took delivery of an F-150 that test drove perfectly fine, but after taking delivery it immediately had an issue. The issue I have with my truck is an odd vibration in the dead pedal and gas pedal. It happens mostly around 35-45mph and at 70mph. I can only explain it as a cyclical, grinding feeling through the dead pedal and gas pedal. While trying to figure out how to schedule service, I discovered through the Ford Pass app that a tire balance/alignment was performed on my truck immediately before I took delivery. This service was done after I test drove it, but before I took it home. I did not ask for this to be done. I called to have service scheduled. The automated teller service is awful as it kept trying to get me to schedule an appointment online. I called on the phone to actually talk to someone. In any event, the call finally goes straight to voicemail and I had to wait for someone to call back. When I was finally able to talk to a person I was given the 'our fleet is extremely limited and we cannot give out loaners' garbage that Serra Whelan pulled on me next door, at least they have a partnership with Hertz to provide some kind of (rental) loaner. In any event the excuse is absolute garbage as Suburban Ford's lot is so full there's NEW cars in the used lot. In any event I agreed to service, at which point I was told it would be three weeks before I could even bring it in, and of course, no loaner. I've since taken my truck to another shop to have a tire balance done, and and to my surprise the balance was off, which means not only did Suburban Ford service perform maintenance on my vehicle I did not want, they couldn't even do it properly. A tire balance helped, but did not fix the issue completely. Finally, I left a voicemail for service, and asked for a call back but received a text message instead. That is by no means 'customer service' when I cannot even talk to someone on the phone. To summarize: 1. Sales rep lied to me about the service department policies 2. Service department performed maintenance on the truck that I did not ask for, which in turn resulted in me taking delivery of a truck that was working perfectly fine when I test drove it. 3. Service department not prioritizing new customers to make sure their new vehicle is issue free, especially after they performed unauthorized maintenance on it. 4. Service department can't even be bothered to contact me by phone when I explicitly asked them to. Buyer beware, stay clear of this place. More

Service department exceeded my expectations. Very knowledgeable service advisor. The Uber delivery back home and the delivery of my car back home to me was simply amazing. Very knowledgeable service advisor. The Uber delivery back home and the delivery of my car back home to me was simply amazing. More

Amazing service! !! Nick was so helpful and did an outstanding job! I will definitely be going back to them for my next car. !! Nick was so helpful and did an outstanding job! I will definitely be going back to them for my next car. More

On the positive side, delivery of the vehicle was great. Otherwise, dealership from a financing standpoint was abysmal. Was already pre-approved thru Ford Credit, and expressly indicated I wanted to stay Otherwise, dealership from a financing standpoint was abysmal. Was already pre-approved thru Ford Credit, and expressly indicated I wanted to stay with Ford Credit. The dealership said they wouldn't need to run my credit report but they did anyway under the pre-tense that they needed my social security number to access my Ford Credit account. Then they financed thru Ally without my knowledge. We found out as their collections department started calling us (I was waiting for the new loan to show up on my Ford Credit app) while we were in the middle of closing on a new home purchase. Overall, they seem to be manipulating the situation to their favor all along the way without being transparent about intentions or decisions. If you can pay cash, should be a good experience otherwise I can't recommend. The sales guy was good but displaced accountability whenever I questioned finance department actions / decisions. I can't remember who the finance person was as they haven't returned my calls. More