Suburban Ford of Sterling Heights - Service Center

Very Unaccommodating and Unprofessional I have a 2017 F150 The electronic tailgate doesn't work. There is no manual way to open it. This is a big problem for me because I have a construct I have a 2017 F150 The electronic tailgate doesn't work. There is no manual way to open it. This is a big problem for me because I have a construction business, and I load and unload tools, materials and equipment in it everyday. I brought my truck in first thing last Monday morning. They told me it takes all day for a diagnosis and another half day for a repair, likely using a part they have in stock. I couldn't leave it that day, so Mr. Kleinow says call back Wednesday or Thursday and let us know. I did. He said we probably have no time to look at it this week, and we likely do not have any rental or loaner cars available, but I will double check. I said I would like to bring it in Friday, at least for the diagnosis, and asked him to call back and let me know. I never heard back from him. So Friday morning, I tried a different advisor, Mr. White. I made an appointment for that day with him, and called him to explain the problems I was having, and ask whether it was feasible to have my truck at least diagnosed that day. I was even willing to sit there and wait, or get a shuttle ride somewhere. He said, "I will check and call you back in two minutes". I never heard from him again. So for a week, I tried to get my truck into this dealership for a warranty repair, on something that was a critical issue for me, and they just didn't care. They were unprofessional, unaccommodating, and unconcerned. This is only the second time I have had to have the truck looked at by this service department in the 18 months I have owned it, and both were very bad experiences. I will never go back there, even though that is where I bought the truck. I relayed my experience on the John Toppi, the general manager, and Jim Belk, the sales consultant, who had helped me with my purchase back in February 2017, and I heard nothing back from them either, although apparently Mr. Belk was on vacation. As a result, for the past week, I have been manually lifting heavy tools, materials, and equipment in and out of my truck bed, using the side steps as best I can. If you have an important repair, and you're hoping for some understanding, and a professional response, take your Ford to another dealership. You will have a difficult time here, and regret it. The Quick Lane Tire and Auto Center here is fine, but the service department is lousy and has serious problems. I have been a business owner for 20 years, and I would never tolerate customer service like this from my company. More

Mike sets the bar for great service! Mike Skeltis defines great service. Mike took care of a couple warranty claims for me and has always provided great service, great attitude, thank you Mike Skeltis defines great service. Mike took care of a couple warranty claims for me and has always provided great service, great attitude, thank you Mike! More

Tire issue The service center is terrible. They don't want to take care of their customers. They would rather turn people away rather than help. Never going b The service center is terrible. They don't want to take care of their customers. They would rather turn people away rather than help. Never going back. More

Ford Escape Oil Leak Communication was unbelievably quick. Quickly returned phone calls, always was courteous and cared about my scheduling for my upcoming vacation.. Got Communication was unbelievably quick. Quickly returned phone calls, always was courteous and cared about my scheduling for my upcoming vacation.. Got us a car rental, and even they finished the repair quicker than expected. Totally unbelievable with his customer service... truly cares about people and went above and beyond our expectations! Thank you to you and your mechanics. Job well done. Everyone is so friendly here. More

left me hanging unless I paid 100 bucks First, there is a class action lawsuit against ford with the transmission that was put in my car, (Focus and Fiesta) SECOND, my car was sold 3000 over First, there is a class action lawsuit against ford with the transmission that was put in my car, (Focus and Fiesta) SECOND, my car was sold 3000 over bluebook with no manufacture warranty. Now, on my 2013 Ford Focus my check engine light came on so I called and asked for Sierra Bemis which has taken very good care of me in the past. Was told she no longer works there so I took it into the dealership, my car was scanned and was told that it was just an emission thing and nothing to be worried about but should get it fixed soon. I asked what it was and roughly how much it was going to cost. I was told "well I don't know actually, but we can set up a service ticket for 100 bucks and will know for sure. I asked about my extended warranty that I purchased when I bought my car. I was told "I think that only covers the transmission, but don't know for sure. once we find out for sure what is wrong with your car then we can summit that and see if the extended warranty covers that. I said," in order to find out, I have to pay 100 bucks"? I was told "YES". I found out that it was the purge valve and If I continued driving then it could cause more damage. Not sure why I had to take extra steps to find out that information and why I couldn't have been told that at the dealership yesterday. In addition, this is a preventive maintenance item so why was it not replaced before the car was purchased. More

Engine light I have a ford Fusion. An engine light came on. I had to wait 3 weeks for an appointment. Was never told I would have to leave my car for any type of d I have a ford Fusion. An engine light came on. I had to wait 3 weeks for an appointment. Was never told I would have to leave my car for any type of duration. When finding this out upon my arrival for my appointment no resolution was offered in way of the rental or anything else. I had to seek out managers on my own to attempt to get a resolution. I was out in about 4 hours with no apology for the lack of a resolution and having to find one on my own. Jim Elder did contact me regarding this but did not seem very interested. Being a car dealership there was nothing for him to offer for my inconvenience. His apology just did not seem very sincere or Genuine in my opinion. He was more in a rush to get me off the phone. he did follow up with an email the next day. I have bought 8 cars from this dealership over 20 years. This is The first negative experience that I can speak of. It has been a great dealership until this opportunity. More

Awesome, exceptional service! Mr. Elder was so friendly, respectful and very helpful when answering all of my questions about car rental services. Additionally, I really appreciat Mr. Elder was so friendly, respectful and very helpful when answering all of my questions about car rental services. Additionally, I really appreciate Mr. Elder going through great lengths to ensure that customers are provided with top quality services. More

Great job Joe Smith provided exemplary service. Had my car towed in on a holiday weekend. Joe got me in and out in a timely manner with a loaner car. Joe kept m Joe Smith provided exemplary service. Had my car towed in on a holiday weekend. Joe got me in and out in a timely manner with a loaner car. Joe kept me informed throughout the repair process. He was quick, efficient and professional in the pickup process. I will only go to Joe from now on as my service advisor. He made the process very easy and stress free. More

Shelby Frazzitta was amazing to deal with! Mario and Shelby were fantastic to deal with...very polite and forward thinking. Mario helped me buy my 2nd car and Shelby helped my mom in service. Mario and Shelby were fantastic to deal with...very polite and forward thinking. Mario helped me buy my 2nd car and Shelby helped my mom in service. More