Suburban Ford of Sterling Heights - Service Center

We purchased a used truck and a very expensive extended warranty. We drove it fewer than 300 miles and took it in for a problem that should be covered by the warranty, They had the truck for over a month warranty. We drove it fewer than 300 miles and took it in for a problem that should be covered by the warranty, They had the truck for over a month and no one called. My husband then got the run around from the service and 2 conflicting reports. One that they had started the work and another to say they just started the work. They now are saying to get to the problem they would destroy a part and we would have to pay for that part. Very disappointed as the part they say we have to pay for will cost more that the warranty we bought. I will be pursuing this further as the whole repair should be covered. More

Mike got me in right away in the midst of a software hack on the dealership. I had some issues with a brand new platinum plus and he had them fixed within a day or two. Great Job Mike, Thanks! on the dealership. I had some issues with a brand new platinum plus and he had them fixed within a day or two. Great Job Mike, Thanks! More

I bought an oil change package of 3 & I had no idea it had an expiration date until Thursday when Jason informed me. I’ve only used 1, he said I could use the other 2 even tho it expired but when he found had an expiration date until Thursday when Jason informed me. I’ve only used 1, he said I could use the other 2 even tho it expired but when he found out I no longer have the vehicle I purchased the oil changes with he said I can only use 1 of the remaining 2. What does it matter if you guys change the oil in 1 vehicle or another?!?! We buy our vehicles from Rich Kramer that’s the reason I still gave suburban itself 5 stars because Rich is awesome! Theres Ford dealerships everywhere & if this is the “customer service” I’ll be receiving then I’ll be buying, leasing & servicing our vehicles elsewhere! More

They picked up my vehicle over a week ago which is a good service but what they don’t tell you is that they then put your vehicle in the back of the line since they have it! Simple moon roof repair they have service but what they don’t tell you is that they then put your vehicle in the back of the line since they have it! Simple moon roof repair they have had for over 20 days with no follow-up unless I push. Worst service I have ever experienced just terrible if you can go somewhere else I would! More

I wanted to schedule an oil change and discuss a problem with the transmission that appeared to be covered by TSB 21-208. This technical service bulletin seemed to require a software update. I could not r with the transmission that appeared to be covered by TSB 21-208. This technical service bulletin seemed to require a software update. I could not reach anyone by phone and had to schedule the appointment on-line. I took my car in 5/7/24 at 9:00 am and picked it up 5/924 at 2:20! Basically 3 full days and nothing was done. On 5/8/24 I said that I had to pick up my car 5/9/24 so if the transmission could not be diagnosed, just do the oil change an reschedule the transmission diagnosis for the following week when someone was available. After 3 requests (via phone and text) 5/9/24 for status went unanswered I went in to pick up my car at 2:20. All I got were excuses about lack of help for transmission work. This is a poor reflection on both Suburban Ford and Ford Motor company. I would expect a Technical Service Bulletin to be handled promptly by Ford. Suburban Ford Service has got to come up with a way to schedule transmission work that does not require leaving your car at the dealership for several days with no action. The service representative never offered to reschedule or apologize for the lack of communication. More

GREAT SERVICE! I YES, IT TOOK SOME TIME. REPAIRS OFTEN DO. REALISTIC EXPECTATIONS ARE IMPORTANT. WHEN IT WAS DONE, IT WAS DONE RIGHT AND I AM TOTALLY SATISFIED. I C I YES, IT TOOK SOME TIME. REPAIRS OFTEN DO. REALISTIC EXPECTATIONS ARE IMPORTANT. WHEN IT WAS DONE, IT WAS DONE RIGHT AND I AM TOTALLY SATISFIED. I CRACK UP READING THESE BAD REVIEWS. LOOKS LIKE A LOT OF WHINING BY UNREALISTIC AND ANGRY PEOPLE WHO JUST WANT THEIR POUND OF FLESH FOR NOT BEING THE ONLY PERSON IN THE WORLD. More

I have purchased two new vehicles from Suburban Ford of Sterling Heights and have consistently had my vehicles service here. My service experience has been very poor as a whole at this location. During my Sterling Heights and have consistently had my vehicles service here. My service experience has been very poor as a whole at this location. During my most recent visit today I scheduled an Oil Change and Tire Rotation on my F-150 for 2PM. Jason wrote my vehicle up when I arrived. I asked Jason if they could look at my left rear tire for a slow leak while I was at there. Jason said yes. Jason asked if I would be waiting at the dealership and I told him yes. I then waited 2 hours and 8 minutes until I received a text from Jason that said the repair was taking a bit longer than it should but the vehicle should be done soon. After waiting for 2 hours and 45 minutes I finally received a text from Jason that my vehicle was finished. When I arrived at the counter Jason did not apologize for the delay or take ownership for the poor service. Instead of taking ownership for the poor service and apologizing Jason repeatedly used the phrase “things happen”. He informed me they have a tire machine broken and they are understaffed. Jason is the Service Manager. I watched waves of customers come in to have their vehicle service after me and leave before me. The lack of communication from the Service Manager throughout the repair along with the inability for the Service Manager to take accountability have made me decide to take my business elsewhere. Jason did decide to not charge me for the tire repair and considered that a resolution to the problem. The most valuable thing to me is my time, not being give a free flat repair. No accountability from the Service Manager combined with a lack of communication from the Service Manager throughout a very delayed repair makes this Service Department a poor location to choose. More