Suburban Ford of Sterling Heights - Service Center

Two years ago (2021) my wife and I purchased a 2018 “certified” Escape from you and luckily we added the full warranty. This was during the crunch year from covid where there were no new cars available “certified” Escape from you and luckily we added the full warranty. This was during the crunch year from covid where there were no new cars available in our price range so we were forced into buying a used vehicle. A year later we were informed that there was a recall on this vehicle and needed to make an appointment to have this fixed. We were told that it would only take a day or two but it ended up taking over a week. We were not given a loner at this time, and as we are a one car family, this caused us some trouble with getting my wife to work. Luckily, she only goes into the office 2 days a week and she was able to get there and back riding with a co-worker. A few months after that, we discovered that the sunroof and the front charging port no longer worked. We brought it in for service and we were given a loner. We were told that it would only be a week or two, but 3 weeks later we were told that it was an aftermarket sunroof and that they didn’t have the parts. (How do you sell a “certified” car with a sunroof and have no knowledge that it’s an after market?) Another week was needed to get the parts and install it and conveniently, it was ready on the day that the loner was due back in. Then when we were told that all had been fixed, we returned the loner only to discover that the charging port still wasn’t fixed, even though we were assured that it was. Also, we discovered that the start/stop button wasn’t working either. We were told that most likely the technician worked on the wrong charging port as there are 2 in the front. Even though I had specified that it was the port that a cigarette lighter would go into and the other charging port is a standard USB port which worked just fine. In my opinion, it’s quite hard to confuse the two seeing as how one is a huge opening in comparison to the other one. But I do understand how a mistake can happen like that so we made another appointment to have this and the start/stop button fixed. One whole month later, on the day that the loner was due back, we were told that it was all fixed. But, while driving to your dealership, we get a phone call from the service consultant that the car’s battery is dead and that I’ll need to purchase a new one for $250. I was stunned as I was assured by this same person earlier in the day by text (which I still have) that my car was fixed and ready to go. So how does the cars battery go dead in a couple of hours from the time that I was told everything was fixed and the time that I was to pick it up. This sounded like a scam to me but you had me between a rock and a hard place. I needed my car back, in running order, and I had to return the loner, as it was due that day. I paid the money and had to wait an additional 70 minutes for the new battery to be installed. After all of this, we decided to take money out of my retirement account and pay off this car (lemon) and purchase a new car, using the paid off lemon as a down payment. Had we been treated fairly from you guys we would’ve gone to you for the new car as we really liked the last loner, a 2023 Escape. Instead we went back to the brand that we had used for 15 years with none of these problems or scams. We bought a new 2023 Jeep Compass and it’s as good as the 2023 Escape loner that we had. We will NEVER go back to a Ford product and NEVER back to your dealership and we will warn anybody against dealing with you!! More

Suburban Ford Service dept. was cleaned, and the staff was accommodating. Jason Jackson was excellent with getting our F-150 in for service and kept us informed through the pr was cleaned, and the staff was accommodating. Jason Jackson was excellent with getting our F-150 in for service and kept us informed through the process. Thank you, Jason Jackson More

The service was great until the last couple of times the shuttle service did not want to take me home and did not get paper work on service they did on my vehicles. shuttle service did not want to take me home and did not get paper work on service they did on my vehicles. More

I really appreciated the guy coming to my house to do the recall work. That was awesome. recall work. That was awesome. More

Jason Jackson is professional and has excellent customer service skills. He makes sure that all the service on my 2022 Shelby GT500.is always perfect. He’s the best service advisor at this dealer. I als service skills. He makes sure that all the service on my 2022 Shelby GT500.is always perfect. He’s the best service advisor at this dealer. I also have to see a big thank you to Bryan Stier for excellent paint work on my car. More

Having purchased my vehicle just one year ago, this was my first oil change. My experience was outstanding from the Service Representative that checked me in, to the amount of time it took for the work to my first oil change. My experience was outstanding from the Service Representative that checked me in, to the amount of time it took for the work to be completed, to the surprise car wash that was done when the work was completed. Keep doing what you're doing. More

Thank you to James B. Staelens. Brought in my car for 2 recalls. Said it would only be a couple of hours and he was right on. Always 5 stars when I bring my car in for any Staelens. Brought in my car for 2 recalls. Said it would only be a couple of hours and he was right on. Always 5 stars when I bring my car in for any repair. Also to James Jackson for returning my text and setting up my appointment. More