Jim Saelens

I had a very frustrating experience with Christian Lange’s customer service. He was dismissive and spoke to me in a way that felt belittling, as if my concerns didn’t matter or I didn’t understand my Lange’s customer service. He was dismissive and spoke to me in a way that felt belittling, as if my concerns didn’t matter or I didn’t understand my own vehicle. Explanation: I brought my car in on April 7, 2026, for a routine oil change and to have my driver’s side tail light checked, as it had been intermittently flickering. I later received a call informing me that the issue was due to a wiring problem, not a dying bulb—which is important because my vehicle is under a full warranty that should cover this type of repair even a dying bulb. I was then told the issue couldn’t be fixed that day because the part was not in stock, but that it would be ordered and should arrive within a day or so. My car was returned to me, and I waited to hear back. However, by April 17, I still had not received any update. I had texted the service representative (Jim Saelens) multiple times, called, and even emailed, but received no response. I eventually called the dealership and spoke with a woman who was able to track down the service rep and have him call me later that evening, around 7:30 PM. During that call, he scheduled me to come back in on Tuesday, April 21. On April 21, they were scheduled to pick up my car at 9:00 AM, but it wasn’t picked up until around 11:00 AM. The purpose of the appointment was to install the ordered tail light. Later that day, around 4:00 PM, I received a call stating they could no longer fix the issue due to a crack in the tail light. This was surprising and frustrating, as there was no crack noted when the original work order was written and the part was ordered. They also take photos and videos of the vehicle during pickup and drop-off. When I questioned this, he showed me the images and gave an explanation about where the crack supposedly was from the beginning, which did not align with what had been previously documented. The situation made me feel as though I was being accused of trying to take advantage of them, which was both uncomfortable and unprofessional. After multiple calls, emails, and texts that went unanswered, I finally had to go into the dealership in person on April 27, 2026, with both of my children just to get a response. At that point, the only solution I was given was that there was nothing they could do unless I paid out of pocket for the part, and then they would install it. After asking him to print out the photos and the work order, I took everything to the front office and spoke with two employees, Nicolas Navaro and Lisa Elder, who were both very pleasant and helpful in trying to figure out next steps. I am currently waiting to hear back from Lisa to see if anything can be done to resolve this situation. Overall, this has been one of the worst experiences I have had with Ford. The lack of communication, delays, inconsistent explanations, and the way I was treated made this an extremely disappointing experience. Customer service should involve clear communication, accountability, and respect—none of which I experienced throughout this process. More

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I had some issues with a car I bought and was feeling hopeless to say the least. Jim helped me and I could never thank him enough!! I would go see him every time!!! hopeless to say the least. Jim helped me and I could never thank him enough!! I would go see him every time!!! More

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Our experience with the staff and facilities was fantastic! I love my new f150 and Kate and her team made the purchasing experience a pleasure. I would recommend this dealership to anyone looking fo fantastic! I love my new f150 and Kate and her team made the purchasing experience a pleasure. I would recommend this dealership to anyone looking for a new or used vehicle. More

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No stars is more appropriate. Suburban Ford of Sterling Heights is the worst dealership I have ever dealt with. Had issues with high pitched noise from my Ranger and took it in t Suburban Ford of Sterling Heights is the worst dealership I have ever dealt with. Had issues with high pitched noise from my Ranger and took it in to get fixed. After they kept the truck for 3 weeks they returned it saying nothing was wrong. 10 months later had it in for a front end alignment (which was poorly done) they found were the noise was coming from, the u-joint on the drive shaft. The problem was so bad that they would not return my truck until the issue fixed, which took another month. All along all I got was false statements, missed repaired dates, and more lies. When I wrote a bad review they tried to bribe me with a free oil change or detailing my truck but only if I removed my review first. With all the lies they told me they expected me to trust that they would do the bribery work. I could go on about all the lies and poorly done work, but I don't have a few hours to write everything down. I would NOT recommend Suburban Ford to a deranged earthworm let alone a person looking for or wanting to service a vehicle. My advice, run from Suburban Ford. More

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Still waiting for my paperwork to be emailed to me because you couldn't print it because your system was hacked. It's only been 6 months. You said another dealer "screwed me" when they didn't give m because you couldn't print it because your system was hacked. It's only been 6 months. You said another dealer "screwed me" when they didn't give me paperwork. Is that what happened here? More

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They picked up my vehicle over a week ago which is a good service but what they don’t tell you is that they then put your vehicle in the back of the line since they have it! Simple moon roof repair they have service but what they don’t tell you is that they then put your vehicle in the back of the line since they have it! Simple moon roof repair they have had for over 20 days with no follow-up unless I push. Worst service I have ever experienced just terrible if you can go somewhere else I would! More

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I wanted to schedule an oil change and discuss a problem with the transmission that appeared to be covered by TSB 21-208. This technical service bulletin seemed to require a software update. I could not r with the transmission that appeared to be covered by TSB 21-208. This technical service bulletin seemed to require a software update. I could not reach anyone by phone and had to schedule the appointment on-line. I took my car in 5/7/24 at 9:00 am and picked it up 5/924 at 2:20! Basically 3 full days and nothing was done. On 5/8/24 I said that I had to pick up my car 5/9/24 so if the transmission could not be diagnosed, just do the oil change an reschedule the transmission diagnosis for the following week when someone was available. After 3 requests (via phone and text) 5/9/24 for status went unanswered I went in to pick up my car at 2:20. All I got were excuses about lack of help for transmission work. This is a poor reflection on both Suburban Ford and Ford Motor company. I would expect a Technical Service Bulletin to be handled promptly by Ford. Suburban Ford Service has got to come up with a way to schedule transmission work that does not require leaving your car at the dealership for several days with no action. The service representative never offered to reschedule or apologize for the lack of communication. More

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GREAT SERVICE! I YES, IT TOOK SOME TIME. REPAIRS OFTEN DO. REALISTIC EXPECTATIONS ARE IMPORTANT. WHEN IT WAS DONE, IT WAS DONE RIGHT AND I AM TOTALLY SATISFIED. I C I YES, IT TOOK SOME TIME. REPAIRS OFTEN DO. REALISTIC EXPECTATIONS ARE IMPORTANT. WHEN IT WAS DONE, IT WAS DONE RIGHT AND I AM TOTALLY SATISFIED. I CRACK UP READING THESE BAD REVIEWS. LOOKS LIKE A LOT OF WHINING BY UNREALISTIC AND ANGRY PEOPLE WHO JUST WANT THEIR POUND OF FLESH FOR NOT BEING THE ONLY PERSON IN THE WORLD. More

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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

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The best customer service I’ve ever experienced. This group always goes above and beyond. I’m a customer for life! This group always goes above and beyond. I’m a customer for life! More

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