Suburban Ford of Waterford - Service Center

Absolutely terrible service department. Avoid at all cost. Will leave with a bill for warranty work and more problems and you came in with. Worth the drive to go to any other dealer. cost. Will leave with a bill for warranty work and more problems and you came in with. Worth the drive to go to any other dealer. More

Today is 9-4-2020 my wife's vehicle has been at this dealership since 7-17-2020 when it was towed in. We were told that it would take 3-4 weeks to fix. We asked about a loaner/rental since we have the e dealership since 7-17-2020 when it was towed in. We were told that it would take 3-4 weeks to fix. We asked about a loaner/rental since we have the extended warranty that has loaner/rental coverage. They said that they did not have any loaner/rentals at this time and would let us know when they had one available. At week 3 we never received a call about the status of the fix or a possible loaner/rental. So we made the call to inquire about our vehicle. They said that they have not even diagnosed the problem yet. Without the diagnoses the extended warranty does not cover the loaner/rental until they know the problem is a covered breakdown, so we had to continue to borrow cars from family and friends so my wife could get work. Got the run around from my assigned service technician over the next week about getting the diagnosis done. Had to call Ford Customer Service to get their assistance on getting them to complete the diagnosis so we could at least get a rental. Now its going on 4 1/2 weeks without a vehicle for my wife and we are beginning to burden our family and friends. The Ford Customer Service rep put in a call to this dealership and found that they did not answer their phones nor did they call back, so she had to make multiple attempts over several days to reach them. Not until I posted zero star reviews on Yelp, Google, and Facebook did they respond with any type of movement or response to our repeated calls of a diagnosis so we could get a loaner/rental. With the diagnosis they came up with a loaner for us which they then upgraded us to a small SUV instead of the smaller car, since my wife is use to driving a SUV, so that so far is the only plus. So with our extended warranty they had to order and ship parts from suppliers that the warranty company uses to this dealer. I did not realize this when I originally purchased this extended warranty (from the Ford dealer where I originally purchase the vehicle) that this might be an issue getting things authorized and might add time onto the service tech plate (3 hrs he said) to get everything completed and authorized (my bad). So parts are ordered and being shipped. So a week goes by and we have not heard from the dealer if the parts arrived, or if they got them and are working on the car, nothing. So I had my wife call and see if she could get a update. She talked to our assigned service tech which he informed her that "I guess you and you husband don't talk" and that not all the parts are in yet. Now the last time I talked to our assigned service tech (August 27th @ 10:42 am 8 days ago) he hinted that he was aware of my reviews on Yelp, Google, and Facebook and that he was hoping that I would change them. Not a chance! Still ZERO Stars! (to get this to post I had to give 1 star) More

Service failure, miscommunication and unprofessional ZERO STARS.....Not even sure where to begin with the service failures, miscommunication and overall lack of professionalism at this dealership! We pu ZERO STARS.....Not even sure where to begin with the service failures, miscommunication and overall lack of professionalism at this dealership! We purchased a used vehicle from them in June 8, 2020 that came with a pretty significant price tag!! We noticed when test driving that the vehicle seemed to shift a bit odd, however decided to take it home not being totally sure if that was just the way it was supposed to shift or not. After a few days the problem continued and became worse. We also noticed that the rocker molding on the passenger side of the vehicle was damaged (not noticeable unless you climbed under the vehicle) and the brakes were clearly shot!! Upon further examination, the brakes were actually rusted from sitting. So I text our sales rep, Brooke (her seem to be preferred method of communicating), to assist with next steps to utilize the 30-day dealership warranty. It took her 3-days to respond to let me know that she was out of the office the day I reached out and had sent my message to the service manager, Don. I attempted to contact Don on that 3rd day and it was another 2-days before I received a response noting that Don had been out and I was directed to Liam. Arrangements were made to drop the vehicle off to be looked at, at that time. After dropping the vehicle off another 3-days passed before we heard back, and were told they would not touch the rocker molding as it was cosmetic (our bad for not rolling around on the ground at the dealership!), they would replace the brakes and the shifting issue wasn't an issue it was loose lug nuts rolling around in the spare tire compartment!!! Interesting....so another week goes by and we are told they are waiting on brakes.....no calls for updates during this time, we were constantly reaching out for updates and being passed from Brooke, to Don, to Liam, to Jeff...oh and Justin in service as well....NOBODY knew what was going on at anytime! We get the car back and low and behold still making the odd shifting noise, must be those lug nuts right?? Nope....took it back to them to find out that the lower control arm bushings were bad!! Well here goes another week with no calls, no updates and nobody knowing what the status of our vehicle is. Finally Liam calls to say it is fixed and on its way to us, okay great. An hour goes by and he calls back and says so how's the car?? Um, not sure it isn't here yet. Did ya deliver it to someone else?!! Embarrassed Liam informs me our car is not in fact done and his service guys gave him wrong information. NO SURPRISE there! At that time we are also told they took the liberty of ordering the rocker molding we had pointed out as well, and would take care of that before the vehicle was returned. The vehicle is stuck there for another 4-days before being completed and returned to us. Upon delivery they deliver the rocker molding as well......wrong side of the vehicle and unpainted!!! So within the first 30-days of owning the vehicle we got to drive it about 5-days....they certainly didn't offer any type of compensation for that first payment! Overall would not recommend sales, service or any part of this dealership to anyone! Buyer beware :) More

Poor Service Took my truck to Suburban for an Oil Change and when I got home I noticed the splash guard was hanging underneath. I called John Vitale and left a vo Took my truck to Suburban for an Oil Change and when I got home I noticed the splash guard was hanging underneath. I called John Vitale and left a voicemail, never received a call back. I took my truck back the next day. The bolt holding the splash guard had been snapped off (probably over tightened with an impact driver). The tech fixed it by replacing the bolt with a zip tie. A ZIP TIE!!! Seriously??? I emailed John Vitale to make him aware of my experience.....no response. Will not be going back. More

WAITED 3 DAYS FOR A WRONG DIAGNOSIS Paid $110.00 for the wrong diagnosis and $90,00 for the car rental. They diagnosed it as a bad transfer case when it was the same faulty oil tubes go Paid $110.00 for the wrong diagnosis and $90,00 for the car rental. They diagnosed it as a bad transfer case when it was the same faulty oil tubes going to a turbo-the same reason the 2017 Explorer Sports were recalled, mine is a 2016 Explorer Sport. More

Oil Change and Tire Rotation Took F150 in for an oil change and tire rotation. They broke 3 lug nuts during the tire rotation and charged me $13 a piece for them. Won't be bac Took F150 in for an oil change and tire rotation. They broke 3 lug nuts during the tire rotation and charged me $13 a piece for them. Won't be back. More