Surprise Ford

While waiting OUTSIDE for service, I asked to have the blaring music turned down. I was told they had to contact corporate to do this simple task. Finally a manager came out to let me know the music wasn blaring music turned down. I was told they had to contact corporate to do this simple task. Finally a manager came out to let me know the music wasn’t loud. Inside it was fine. Outside was ridiculous. Seriously, one needs to contact corporate to do a simple request to turn down the music? Manager should spend less time pumping up his muscles and take a walk around the facility to look at what the customer experiences within this dealership. Sales may improve. More

The check engine light came on for a day on my 2011 F-250 and then went off. Because I was pulling a 36 foot 5th wheel I wanted it checked prior to travel. I took it to Surprise Ford and it was diagnosed w and then went off. Because I was pulling a 36 foot 5th wheel I wanted it checked prior to travel. I took it to Surprise Ford and it was diagnosed with a broken turbo. They recommended it be replaced for $7,450. The price was concerning and I asked for a second opinion. Surprise Ford then brought the price to $5,900 and then $5,200 and eventually $4,920 plus tax. I was eventually able to rescue the truck for $570. This was for 30% for the ordered parts and shipping. We later found that their "sister dealership" of Peoria Ford had the parts 11 miles away. The truck was then taken to a diesel mechanic shop. It was found the ECM had sent a faulty message to the Turbo and the turbo was fine. The ECM was reprogramed in 10 minutes and the mechanic charged me zero dollars. After several calls I was able to contact Surprise Ford and they refunded the $570. More

If I could rate them a zero, I would. I took my 2022 Ford Maverick in for a tire rotation, oil change and several recalls. They told me it would be one week. After one week, I had not hea I took my 2022 Ford Maverick in for a tire rotation, oil change and several recalls. They told me it would be one week. After one week, I had not heard anything, so I called. No reply. So, I called again and was told it would be another 13.5 hours. That turned into another week. After a few questions, it turned out the truck had never even been taken into the shop. I left messages, got excuses, and that turned into another week. I got a call asking how my service went, and I told her it was terrible, and I wanted the service manager to call me. Never did. WILL NEVER GO THERE AGAIN! So many bad reviews, it's amazing they are still in business. More

My 2017 Ford Edge started running rough and the check engine light would come on. I took it to Surprise Ford in March 2023 to get evaluated and repaired. They concluded that I needed all the spark plugs engine light would come on. I took it to Surprise Ford in March 2023 to get evaluated and repaired. They concluded that I needed all the spark plugs replaced and a complete fuel system flush for which I was charged $862.07. After the repairs were completed, my wife took it for a short drive and the same problem was occurring again. I drove it back to Surprise the same day and they said they would need to keep it for a few days to evaluate the issue. About two days later, I was told that the engine needed to be replaced. I got a rental car since the repair was going to take several days to complete. I had already paid over $800 for repairs on an engine that I would no longer have and was not offered even a partial refund. I finally got the car back and the next day the wrench light started coming on. Took it back to the dealer for the wrench light. After waiting for an hour, I was told they could not figure out what the problem was, but that it was ok to drive. At this time the powertrain warranty was about to expire and I had some other prescheduled work to get done so I left. I ended up taking the car to a different dealer. They found the engine replacement work was not completed properly and that dealer properly reinstalled the wiring harness and connections to the transmission. I have made multiple attempts to contact them about this matter with no success. My calls and messages were never returned. I wouldn’t trust this dealer’s service department to repair a tricycle. More

Took my 2018 Ford Escape in at the beginning of June. I didn't get it back until a month later. During all of this, I was told that half way through by my adviser Dave, because of having all these things I didn't get it back until a month later. During all of this, I was told that half way through by my adviser Dave, because of having all these things that kept having pushing the vehicle back from it's repairs, that they would take care of part of my rental to include part of the retroactive payment. I spoke numerous times to Dave about this and he assured me he had taken care of it and that he had even gone to into the Enterprise Rental's office in their own building to take care of it. Here I am in October being told by Enterprise that I owe for the rental car. From the start of my interaction, I felt like it was really shady since my powertrain warranty or Ford's Customer Satisfaction Program 21N12 should have covered it, but they went to my extended warranty company to cover it. Once I get this dealt with, I won't be going back and I don't recommend anyone else doing so either. More

Took my 2009 ford F150 because it wouldn't start, after 5 business days 7 regular days they finally looked at it. My truck was broken into while on their lot, stole my stereo/DVD player, and everything in my business days 7 regular days they finally looked at it. My truck was broken into while on their lot, stole my stereo/DVD player, and everything in my truck. Ripped my dash apart, thousands of dollars. More

Have had my truck in service since August 6th and it is now October 4th, I have had to pay for a rental for 40+ days, no loaner car until warranty kicked in and only gave me 10 days. Truck is still sitting now October 4th, I have had to pay for a rental for 40+ days, no loaner car until warranty kicked in and only gave me 10 days. Truck is still sitting and it’s becoming a financial burden. More

Boy do I wish I would have read reviews before going to this dealer. They are definitely shady. The tint on the car I was purchasing was scratch and they told me to get it repaired and send them the receip this dealer. They are definitely shady. The tint on the car I was purchasing was scratch and they told me to get it repaired and send them the receipt and they would reimburse me. Well you can imagine how that went. It's not a ton of money but it's the principle of doing what you say you will do. I would never go to this dealer again. They are full of lies. Save yourself the time and go elsewhere. More

My car is still at Surprise Service going on two months. I am devastated. No loaner. No help. The car just sits there. I even asked the General Manager to help me and he laughed and refused. What do I I am devastated. No loaner. No help. The car just sits there. I even asked the General Manager to help me and he laughed and refused. What do I do when my car is in Service for 2-months? More

This dealership is terrible. STAY CLEAR of this location. It is absolutely garbage. If you want your vehicle taken care of DO NOT go here. It'll come out worse than it went in. STAY CLEAR of this location. It is absolutely garbage. If you want your vehicle taken care of DO NOT go here. It'll come out worse than it went in. More