Suburban Ford of Waterford

My 2020 Ford Explorer was experiencing problems while it was still under warranty. The wrench light came on, and I brought the vehicle in expecting the service department to properly diagnose and address th was still under warranty. The wrench light came on, and I brought the vehicle in expecting the service department to properly diagnose and address the issue. Unfortunately, the actual problem was not identified. I am now facing approximately $2,600 in repair costs for an issue that I believe should have been properly diagnosed while my vehicle was still under warranty. To make matters worse, my driver-side wheel has actually gotten stuck and would not move while I was backing up. This is a serious safety concern, not just a minor mechanical issue. I also spoke with the assistant manager, Mark, about my concerns. Unfortunately, instead of allowing me to explain the situation and hear me out, he repeatedly cut me off during the conversation. I found this extremely frustrating and felt like my concerns were being dismissed rather than taken seriously. As a customer, I expect a dealership’s service department to thoroughly diagnose a vehicle when it is brought in with a warning light and a potentially serious mechanical problem—especially when the vehicle is still under warranty. Now I am left dealing with a $2,600 repair bill and a potentially dangerous problem that should have been addressed much sooner. I am very disappointed with the service I received from Suburban Ford of Waterford and, more importantly, with the way my concerns were handled. I hope management takes this situation seriously and reviews how warranty and safety-related complaints are being handled by the service department. More

The people at Suburban Ford of Waterford go above and beyond any dealership I have ever encountered. The service department is just fantastic. From the rentals to the write-up to top notch technicians beyond any dealership I have ever encountered. The service department is just fantastic. From the rentals to the write-up to top notch technicians, you just will not find better. I have recently had a few separate visits for my F-150 tremor, Expedition and Edge. From oil changes and tires to transmissions. Every visit has been five stars! I would like to personally like to the thank the following employee's: Mark Rydman for overseeing all repairs and taking care my rental need. Megan Tilley, Roland Hayes and Katie Cunningham for their outstanding write up's and communication throughout the process. Technicians Dustin Swindell, Kevin Goebel and Zeke Tilley for outstanding workmanship and professionalism. I have dealt with Lincoln and other Ford dealerships and none, and I mean none of them compare to Suburban Ford of Waterford. More

Markie was great to work with. He was pleasant, professional, concerned for our wellbeing and made sure that we were informed of everything happening with our car’s repair. He al He was pleasant, professional, concerned for our wellbeing and made sure that we were informed of everything happening with our car’s repair. He also did a very thorough job of working with our insurance company which made the entire process seamless for us. Markie is an exceptional representative for this dealership! More

We had concierge home oil change. Discovered the cruise control, low battery and it registers the road as cold on hot days. Set up an appointment for Tuesday. Was told it would take t Discovered the cruise control, low battery and it registers the road as cold on hot days. Set up an appointment for Tuesday. Was told it would take three days for diagnostic. Texted service contact twice to see what was happening. I called and left a message for the service manager after three days. No return call.The service contact had informed me on Friday hopefully diagnostic on Monday. Why make an appointment if the service department is not available for repairs? I gave up my car and need to share to work. We owned a Buick dealership for 40 years. Customers were very loyal to our service manager. More

We purchased a 2026 Maverick from Bill and he was exceptioonally accommodating. He assisted us through the entire process and was very pattient with us. We look forward to buying our next vehicl exceptioonally accommodating. He assisted us through the entire process and was very pattient with us. We look forward to buying our next vehicle from Bill. More

Hands down best sales man ever if your trying to find a car ask Amon he’s very patient and try’s very hard to keep his customers happy I will be sending people to him forsure 100/10!!!! car ask Amon he’s very patient and try’s very hard to keep his customers happy I will be sending people to him forsure 100/10!!!! More

I have been trying to get a warranty issue fixed/resolved for about six weeks now with no real assistance. Apparently after doing business with Suburban Ford for over a decade loaner vehicles are no longer for about six weeks now with no real assistance. Apparently after doing business with Suburban Ford for over a decade loaner vehicles are no longer provided which does not help in getting the issue resolved. I left three messages for Jeff the general manager with no response. After having nothing but great service from the dealership I am surprise how it has gone so down hill. More

Terrible customer service. I came in for service work-on the phone they had said it would be one full day of work. After I came in they said days of work-they have apparently n I came in for service work-on the phone they had said it would be one full day of work. After I came in they said days of work-they have apparently no relationship with any car rental companies, said they could get me a ride but the rest was up To me-the car has many recalls that needs to be addressed, all which they knew about when I called. It took me a MONTH to get in to the dealership when I first called and then they’re like”oh well you can just reschedule” reschedule for what? Another full day(s) of worth of inconveniences? Literally zero help and zero awareness of what’s going on. Eugene was my customer service rep and he has zero customer service skills. Robert was the manager at the time, saw my other review and since he has the emotional maturity of a 7 year old, told me to come get my vehicle and refused to work on it…after they messed up the details. Terrible at communication and helpfulness. Zero stars. More

I’ve been going to Suburban Ford for repair/maintenance of my F-150, which I purchased used. They are a great dealership and stand behind their work. I met Wally two weeks ago. Told him what I wanted, he p of my F-150, which I purchased used. They are a great dealership and stand behind their work. I met Wally two weeks ago. Told him what I wanted, he picked out a car (Explorer) for me. I bought it today. He’s great to work with! We’ll be there next year for my daughter‘s first car after she graduates college. More