Suburban Ford of Waterford - Service Center

Service department is very busy, however Roland does a good job with customer service. 5 stars 👍 good job with customer service. 5 stars 👍 More

Adrian kept me updated on my truck while it had work done. He did a great job and I was very pleased. He represents this dealership very well. done. He did a great job and I was very pleased. He represents this dealership very well. More

I have never met a man more condescending than Mark. He was rude, raised his voice, and was incorrect in the information that he offered. A little bit of honesty goes a long way but he seemed incapable He was rude, raised his voice, and was incorrect in the information that he offered. A little bit of honesty goes a long way but he seemed incapable or unwilling to address concerns with anything except snobbery and disdain. He appeared not to understand the products his establishment sells, frequently telling me it was a courtesy that he provided a service I paid for. Interacting with me appeared to be a nuisance and a bother to him once he realized I was dissatisfied with the service I had received thus far, to the point that I removed my vehicle from the service department and took it elsewhere. Regarding the service department as a whole, my experience is that no one is ever available to answer the phone, nor do they respond to voice messages left for them. In the three months that my car was in for service, not a single employee or representative of the company called to update me on the status of my repairs or to explain any difficulties they were having in diagnosing the issue with my vehicle. I genuinely believe the staff forgot that they had my vehicle and I suspect they failed to attempt to diagnose the issue for repair until I showed up in their office asking for an update. Customer service is seriously lacking at Suburban Ford of Waterford and I sincerely regret choosing to continue doing business with them after purchasing the vehicle (my sales team was amazing, no complaints there). Unfortunately, the service department had left me feeling mislead and mistreated. More

I would give negative stars if I could. If you want the truth, look at the low ratings and notice they all have the exact same things to say. This dealership will sell you a junk car for “b If you want the truth, look at the low ratings and notice they all have the exact same things to say. This dealership will sell you a junk car for “brand new” price - $30k on a vehicle, you’d expect it to be just routine stuff for at least 100k. Ford warranty suggests they know their cars are subpar. 50k miles and it will all go to xxxx at 51k. Just when the warranty is up I find out that this weird smell I’ve been smelling but couldn’t find is the spare tire well full of water because every time it rained the first year I had the car it was seeping under the trunk. Full of mold and mildew. About 80k find out I need a new AWD module…am told by the service manager Ford knows there’s a problem with their AWD module on that vehicle, that it’s super common in this make and model and that it’s not actually sealed off from the elements and that they are fully aware that exposure to water means it’s xxxxed, $3k plus to fix, not a safety concern by Ford’s standards, so my problem to pay out of pocket. Forgot to mention that right out the gate while under warranty needed new shocks…they were leaking again within a year. Had two mechanics tell me they were leaking, while they were fixing my AWD module asked them to check the shocks as they were still under warranty. Was told yes they’re leaking, no problem they can replace them, still under warranty. Day I get the call to pick up my car I’m told oh by the way your shocks weren’t leaking - it was wet when our guy drove your car and that’s what appeared to be leaking - I asked for proof - now I’m told they are leaking, just not “bad” enough so ford wouldn’t cover them. Argued with the manager who eventually agreed to replace my shocks free like he was doing me a favor (“free” - under warranty) by committing fraud and his words, submitting pictures of someone else’s car to get Ford to pay for them. All that took them like a month by the way. No car for a month at this point. A week after I get my car back, engine light comes on. Are they still charging me another $180 to diagnose the car they just released? You betcha! But they also can’t get it in for 2 weeks! 2 weeks goes by, unable to drive my car (again, treated like they’re doing me a favor by letting me keep my car instead of keeping it in their lot while I wait. I can’t drive it regardless….)took it back in - get a call a couple days later, a Friday, parts are coming in either this afternoon or Monday morning, should have your car back to you not later than Monday afternoon. Monday afternoon comes. I call back to inquire as I have heard nothing. Oh part didn’t arrive, should be here today or by tomorrow morning. You should have your car back tomorrow afternoon(Tuesday). Tuesday I call again, still haven’t heard - oh that part is actually on back order now and we have no idea when we will get it in. Per the advisor, anything can change at any time with parts - what kind of xxxx show is Ford running here? I was then assured they are working hard to find the part elsewhere. Call Wednesday for an update - their systems are all down and they haven’t been able to do anything today - am also told they just had a part they waited 6 weeks on so it could be a while. Going on 2 months without a car. No loaner offered. No discount for their utter incompetency. Finally a week later get a call my cars ready. Pay them another grand. Am told they know they didn’t fix the issue, when the light comes back on bring it back in. Light came back on days later. Now they want $838 to tear down my turbo to diagnose but that’s not a “diagnostic fee”. So anyway, learn from my misfortune 2 things because bar that there are no consequences for them…. Don’t buy a ford! and if you absolutely must, if you cannot resist, ABSOLUTELY DO NOT UNDER ANY CIRCUMSTANCES buy it from a Suburban dealership (particularly in Waterford). Absolute scam artists that openly commit fraud. More

The service manager, Robert Reid, responded very quickly and positively to an issue I had brought up in a survey sent to me about the Suburban Ford Service Center at the Waterford, Michigan location. It wa and positively to an issue I had brought up in a survey sent to me about the Suburban Ford Service Center at the Waterford, Michigan location. It was a minor issue, but he followed up with me via e-mail and phone call. Overall a very positive experience. He is the best service manager I have worked with at this location. Highly recommended. More

Helpful. Thanks for the car wash. Car was a great choice. I will get a referral to my friends for another car loan. Thanks for the car wash. Car was a great choice. I will get a referral to my friends for another car loan. More

I wrote a review yesterday about Suburban Ford Quick oil change, the dealership reached out to me and made everything right. They sent a tech out to my home and serviced my car right in my driveway. Thank y change, the dealership reached out to me and made everything right. They sent a tech out to my home and serviced my car right in my driveway. Thank you, that's going above and beyond!! More

At first the service at this dealership was amazing. Unfortunately, things have changed drastically. Trying to get in touch with a human being regarding an issue with our last service has been extreme Unfortunately, things have changed drastically. Trying to get in touch with a human being regarding an issue with our last service has been extremely futile. We have called several times per day for three days in a row and no answers at the service department or the general number. More

Jeff was the only one who called me back with answers and I got no printouts on the work that was done I got no printouts on the work that was done More

Roland was very helpful and honest regarding getting my F150 starter replaced and truck back to me. F150 starter replaced and truck back to me. More