Suburban Ford of Sterling Heights

This may turn into a lengthy review, so the summary is Suburban Ford of Sterling Heights tried to con me out of $3,500 which they were unsuccessful but they did manage to swindle me out of $155. It sta Suburban Ford of Sterling Heights tried to con me out of $3,500 which they were unsuccessful but they did manage to swindle me out of $155. It started when I found a new Ford Escape I was interested in on their website. It was made to seem I could do the whole transaction online. I decide to checkout if you will on the car I was interested in. It asked if I qualified for A/Z plan and I do and checked that. It then provided an itemized price and checklist. I verified through the Ford employee portal the Z plan price was accurate. I verified the state fees were accurate. I calculated the sales tax and all told the price was accurate. I received a text immediately that someone would contact me. A salesman calls me the next day around or 9 or 10 AM. Great news, the car just arrived and came off the truck (the website showed in transit). We talk and I decide to fill out a credit app. Doing the app will hold the car and I can see if I qualify for a better rate than Ford Motor Credit. He emails me the app and requests I email my license. We agree to see the car at 5 PM. I arrive at 5 and see the car waiting for me outside. I meet the salesman and good news I qualify for the low rate. I explain to the salesman I have a Maverick on order through a different dealer. Seeing as how I may not receive it any time soon, I'm considering the Escape. We walk around the outside of the vehicle, I drive it and decide I'll buy it. We then go to sit down and discuss the price. I assumed I would just be shown a sheet like the price breakdown online and go to the finance room. Well, that's not what happened. I was presented the amount of the car and it was significantly higher. I notice there are $3,500 in aftermarkets. I ask what these are, and he proceeds to tell me there is some paint protection, interior protection and windshield protection. I advise him it was not stated on the website the car had these and it would be $3,500 more. He verifies the website does in fact not have these. Explains they are dealer ad ons and cannot be taken off. Explains this was a customer order who ordered these and backed out which was a lie because it had a blue sticker and not a green sticker and has O/T 2 meaning dealer order. I tell him I don't want the stuff and I'll just wait my Maverick. He proceeds to talk to the manager. The manager walks in and begins discussing the benefits of the products and I advise them I don't want them, I never would have come in if I knew about them, and will not pay anything more than zero for them. These products were not listed on the website, during text messages, over the phone, through email, or in person. I was never told this car had these products until I asked why it was so much and they likely never would have told me. This is deceptive and outright sleezy. The manager proceeds to tell me the products are already on the car and he cannot remove them from the vehicle. He offers to sell them at a discount and I refuse. Finally, I just up and leave and walk out of the dealership. The salesman then tracks me down. He says he will talk to his GM and get back to me. Apologized how it went down etc etc. This is the classic good cop bad cop. He calls me shortly after says they removed the price of the aftermarkets. I decide to buy it as the price now looks right. We agree for to pick it up the next day. The salesman provided me with some documents he needed and I provided those. I arrived the next day and completed the sale. I had my suspicions these products were never applied to the car. I took it to a shop who does these protections for different work and asked for their professional opinion. We cannot tell for certain if they were or were not applied. It does not have paint protection film. That much is known. It had no sticker indicating a paint protection product was applied which is standard procedure. I ran the car through a car wash and the water does not bead like it should if it had these products. Either they are not on the car or it was awful installation or product. They were 100% clear it had the product. Even remarking after I completed the sale I got $3,500 in products for free. Once I again, I don't think it was ever put on the car. This is an underhanded way for dealers to get an additional markup. After signing the documents, and bringing the car home, I check with Z plan and realize doc fees are suppose to be capped at $75. I was charged $230 which is the legal limit in Michigan. Under the Z plan, the dealer and/or Ford makes up the difference. Here's the specifics from Ford: "Dealers will be permitted to assess up to$75 (AZ-Plan) or $100 (X-Plan)in documentary fees on each delivery to an eligible purchaser under the terms of the Plan, unless otherwise provided by state or local laws or regulation. Each dealer is responsible for complying with applicable laws or regulations. What if I am in a state that allows the dealer to charge more than $75? Unless otherwise provided by state or local laws or regulation: In states where dealers are not permitted to charge as much as $75 (AZ-Plan) or $100 (X-Plan)for doc fees, dealers would be capped at the lesser amount as provided by the state. In states that permitted more than $75, dealers would be permitted to charge the Plan customer $75 (AZ-Plan) or $100 (X-Plan). In states that permitted more than $75 and also required that all customers be charged the same amount, dealers may charge the Plan customer $75 (AZ-Plan) or $100 (X-Plan) and indicate any additional fees have been paid by Ford Motor Company as part of the AXZD-Plan Program dealer reimbursement on the buyer's order." I reached out via their online chat and they said someone would follow. I also messaged through their website. Both times I received an emailed response saying they will follow up with me. Per their website the people that followed up appear to be customer experience people. I wanted to keep this to emails since Suburban has a way with lying. I requested reimbursement of $155 and received no response. I filed a formal complaint with Ford and my next move will be to contact the Michigan attorney general's office. I preferred not to name people as I believe they are just carrying water for ownership but the website won't let me go forward without doing so. More

Tom MacPherson and his whole team made my daughter’s first car buying experience really special. They treated her with honesty and respect as the intelligent consumer that she is and made the process a first car buying experience really special. They treated her with honesty and respect as the intelligent consumer that she is and made the process as easy as it should be without trying to scare her into purchasing additional products or services. More

Dealership was clean, organized and friendly! Not a normal used car dealership vibe to say the least!!! Not a normal used car dealership vibe to say the least!!! More

Brad is a great person with a ton of knowledge about his business and bends over backwards to get you want you want and need business and bends over backwards to get you want you want and need More

Suburban took care of all my buying needs,Jeremy was very professional,charming personality and rugged good looks.Ford for life. professional,charming personality and rugged good looks.Ford for life. More

This guy lied to me when i asked him what the issues were with the truck i bought..misrepresented the condition of the vehicle..which was actually dangerous to drive in its condition. Had to get issues fixed with the truck i bought..misrepresented the condition of the vehicle..which was actually dangerous to drive in its condition. Had to get issues fixed elsewhere because service dept told me they wouldnt work on it.. 3000.00 later here we are...want my money for the repairs suburban!!!! Not going away.... More

Michael Brown is amazing! He really went above and beyond in helping me get my first new car. He made it a really great experience for me! I would definitely recommend him to anyone! in helping me get my first new car. He made it a really great experience for me! I would definitely recommend him to anyone! More

Very unpleasant and unprofessional. Orderd car 3 months ago, no contact at all. Tried to follow up with sales on few different occasions, no reply. Car must have been sold. ago, no contact at all. Tried to follow up with sales on few different occasions, no reply. Car must have been sold. More

Had a great experience purchasing a used car through Suburban. It exceeded our expectations in every way. Extremely well-organized, efficient, and customer-focused. London in sales was amazing. Jays Suburban. It exceeded our expectations in every way. Extremely well-organized, efficient, and customer-focused. London in sales was amazing. Jayson had us in and out of our financing meeting in 20 minutes. Manager Brian Lagodna was friendly, attentive, and thoughtful. More

Michael Brown was such an awesome salesman! He was so Michael Brown was such an awesome salesman! He was so patient and explained everything thoroughly! He went above and beyond I really appreciate all Michael Brown was such an awesome salesman! He was so patient and explained everything thoroughly! He went above and beyond I really appreciate all the time you spent. You did an amazing job. We enjoyed our experience at Suburban and would come back to you for sure. HIGHLY, HIGHLY recommend going to Suburban Ford and seeing Michael We’re loving our brand new 2022 Ford Explorer! Thank you Suburban Ford and Michael! More