If you are looking for a dealer that has shifty prices, poor communication and shady business tactics these are your guys. We were working a deal on a car at a $10k markup. That car sold and suddenly there's $27k markup on the same vehicle that's available. I was hoping to move our fleet business here because Jayden our initial sales person had outstanding communication skills and follow up. The way they structure their "closings" is incredibly poor. They'll just toss you around from one guy to next and end up not even close to numbers initially discussed. Hopefully the management can dive into their CRM detailing and get this all sorted out for future customers. read more

Surprise Ford - Ford Bronco Raptor - Car Dealers Near Me - Surprise, Arizona

Mary - your team has spent enough of my hard earned minutes. If were a business owner and a client spent $60K+ on a brand new truck, and that client left a 1 star review, I wouldn't have waited 15 days to reach out. I do not wish to speak to your team and receive sub par, untimely help. read more

DO NOT BUY FROM THEM! They shouldn't be in buisness anymore they are the worst dealership in AZ & these reviews literally prove that. They are liars & they have the worst customer service. Went in March 7th to buy a new truck but they stated that is was too late & banks were closed so we'd have to wait until the next day to get an approval, next day came by and we heard nothing so we reached out to the salesman & heard nothing until a week later and it turns out they sold the truck! We were Upset but understood things happen and Octavio offered us a truck that was on the way so we waited 3 weeks for it until we were told that someone else was interested in that truck as well and unfortunately they were offering more than us so they had priority & would get the truck. Such a scam, unfair, and very unprofessional. We worked with Octavio, Oskar, & Nick and they all did not care one bit about what happened to us. They are the worst, I really hope they go out of business soon because they suck. read more

Wanted to say sales rep Roger and Finance manager Bastian were amazing. Roger kept in contact with me and ensured they'd find the right truck for me after having a Tremor which I had to get when I didn't want it. Being a prior Gen 2 Raptor owner I missed having a Raptor. Luckily they had the Ranger Raptor and in the perfect color. Bastian was able to find the best finance options and meet exactly where I needed to make my payments. Thank you both! read more

Hands down worst place in the country. They absolutely trashed the inside of my vehicle and with a black light, THERE ARE SPOTS EVERYWHERE!!!! There are bodily fluids all over my interior. Plus they fraudulently added a service plan and lo-jack to my loan. Presumably by transferring my electronic signature where the finance guy did it without my knowledge!!! CHECK YOUR LOAN... I didn't notice until a month and a half later when I received the packet from the bank with an extra $2550 in it that I was unaware of!!!! To this day, 9 months later, this dealership has has promised at least a dozen times to give me my paperwork yet I still don't have it. This business should be shut down and several employees put in jail!!!! I have recorded ALL my interactions with them since the beginning. They refuse to rectify this so it's all coming out on social media!!! I'm done being passed off to a different "manager". They all claim its the others department. I was adamant at least a dozen times that I wanted NOTHING more than the msrp plus TTL on my purchase... these clowns put in my original paperwork that it had like 2k worth of addons that didn't even exist!!! I demanded it be removed on the spot and the "manager" said they can take a loss on it.... They were charging me for tint, paint protection and some additional things that were NOT ON THE TRUCK.... I ordered this myself and the only addon I ordered was a factory tow hitch. It was barely at the dealership for a couple hours and they claim they added this stuff already which is IMPOSSIBLE... This was ordered by me, for me. Pretty sure I know what I ordered... Pure scum of the earth at this place!!! They also own Peoria ford so don't go there either... I wish I seen their reviews before stepping foot in this place because they are CON ARTISTS... I brought it in for warranty work at 12k miles when it had a ln oil leak and they absolutely TRASHED my truck that was 9 months old. read more

My husband had been speaking to and made an appt with Cane at 8am today for 11am. He informed him we had to bring our small children & it'd take roughly 40 mins for us to get there to look at the one specific vehicle. We arrive and he's not even there and the backup guy tells us the car sold earlier this morning. No call to inform us, let us get all the way there to say this. Cliche scam car salesmen. Go elsewhere. read more

I was pleasantly surprised at the "no pressure" approach from their sales person at this dealership. They gave me a fair deal on my vehicles (more so than others i had visited). The manager (josh) accommodated me on a several things and made selling my vehicles easier than i had expected. I did appreciate that although i didnt express that at times. The Finance team was very patient even with the many questions i had at 9p in the night! Two of the girls were angels in helping to explain the car features and Lojack benefits. A few weeks later, the General manager thanked me for my business and wanted to make sure i had a pleasant experience. The only thing i would ask that they improve on is follow up after the sale. If something is going to be delayed or take longer, just let the customer know. You dont want them thinking you've forgotten about them and have them jump to wrong conclusions . I have to take into consideration its Christmas , they were busy and I'm not the only customer they have. That may have been the delay in follow up. I would suggest this dealership. One more thing, they have a large selection of cars to choose from read more

Your dealership has some of the worst ethics I have ever seen. I made an appointment with Bryce for Wednesday afternoon, making it very clear I was travelling about an hour and a half just to get there. He said he would make sure this Veloster was ready, I even sent thru a credit application, just to make things go smoothly. Needless to say, when I got there, the car could not be seen. Your sales manager promised me I would be the first in line to buy this after it was inspected. I got a text from Bryce on Sunday afternoon saying it was sold. I would not buy a car from this dealership. They do not have any business ethics. read more

What a joke, wrote a review on Google stating I have yet to hear back from Anoeil regarding my vehicle & the poor service/damage & the dealership replied on the review with a generic message saying to contact him! Calls to him started days ago & I have yet to hear back. I even asked the receptionist what I need to do to escalate things and she replied she didn't know & transferred me to his voicemail AGAIN. Save your self the headache.... Do not get your vehicle serviced here!!!!! read more

Surprise Ford - Bad service yet again - Car Dealers Near Me - Surprise, Arizona

Awful customer service. They practice super unethical shady business. IE they'll have add ons added without your consent. Don't take my word for it. Look into the reviews. Won't ever be returning here, or recommending my friends and family. Please be careful if deciding to do so. read more

Went in today with my wife trying to get us both new vehicles and ended up having a great experience with Sales Manager, Steve, and Sales Consultants, Gio and Maryam. We explained what we were after and they helped us understand our options and the best method of financing. This was a bit more complicated with two trades and buying two vehicles at one time but these three individuals made it very simple for us! I highly recommend using Surprise Ford and seeking these individuals out in particular. Very happy customers that will be back! read more

Salesman, Brian, was very knowledgeable and pleasurable. We would have liked buying a vehicle but they have a lot of add-on charges for petty garbage, like paint coating, low jack, blah, blah, that no one wants and they do not negotiate. At all! If you don't mind paying full MSRP plus $5000 for add-ons that have about $1000 value, go for it. If you don't want to buy something out of desperation, find another dealership. read more

Surprise Ford - Add 5k in garbage that they force you to pay for that is on a little sticker on the front window. They don't tell you about it in the ad. - Car Dealers Near Me - Surprise, Arizona

We brought our vehicle in for a oil change and tire rotation. When we came back to pick up the vehicle, we noticed the check engine light was on and asked the service advisor to check just to make sure nothing was out of place. He stated it was a standard error code and they cleared it from showing. The light came back on two days later so we brought it back and they said we needed a new fuel pump cooling system and hose around $2000 in services. we decided to get a second opinion on it and found that during the oil change, they broke one of the hoses connected to our engine, which triggered the check engine light. None of the other services they told us we needed we're actually needed, and they were simply trying to squeeze us for more money. read more

Surprise Ford - Broken line - Car Dealers Near Me - Surprise, Arizona

I'm 54 years old and have purchased 16 vehicles for myself and my family; so this ain't my first rodeo. This has been the worst sales experience out of all of them (and I've even had a lemon law but back mixed in there)!! This place does NOT care about the customer and seems to take pleasure in causing confusion and frustration. The SHORT list of issues we have had so far: - deceptive pricing (the prices shown on their website do not reflect additional add-ons they REQUIRE you to purchase: LoJack and paint sealant). - the vehicle's windshield was broken during a wind storm the night before we purchased (not their fault obviously) but they sold it to us with a due bill to replace the windshield. They've scheduled that replacement 2 times and have cancelled each time. We're still waiting for the windshield to be replaced almost a month later. - Nine days after the purchase we received a series of panicked texts, emails, and phone calls saying we needed to provide our social security cards THAT DAY. I live out of town so that's not something I can provide in person and they expected me to email that kind of sensitive documentation to a PERSONAL EMAIL ACCOUNT. - I've left 4 separate messages for the general manager to call me so I could voice my concerns especially considering my complaints concern multiple departments and he has yet to return any of my calls. There were other issues, but this has already gone on too long. Suffice it to say: MAKE YOUR PURCHASE SOMEWHERE ELSE! Surprise Ford cares NOTHING about customer satisfaction. read more

By far the worse dealership! Sales man Roger's, hands down the best and wish that guy luck! Offered low on my car, not the reason for this, they up charged their car and changed around numbers. Initial loan went from 5200 to now 10k. asked a question and has their manager talk over me to the point we both talked at the same time. Asked for my keys and left. Not to mention they lost my driver license they never gave back when test driving a used car. Won't sit here and waste my time much longer, just know ford surprise has lost my interest. I rather drive further to get a better service. Never again. read more

We initially had a great deal. I was happy. Our salesman was great. He was helpful and professional, and communicated very well. Then when I hand them a check all of a sudden a couple managers get in the middle of things and $8k gets added right back on. Don't waste your time here unless you enjoy paying full price or more. Anything you negotiate down will just get added right back into the deal on the back end. They killed their own deal that they agreed to. Keep scrolling down and read more of these reviews and you'll see that this is a common practice here. I wish I had read the reviews BEFORE going here. No foul on our salesman. He did great. The leadership here is where the issue is. read more

After being jerked around by Peoria Ford another lousy Ford dealer to sell our 2019 MBZ I called Surprise and said I didn't want to go and waste my time and the sales guy said he talked to the manager and they would pay $26,500 when I came in. I came in and got the complete razzmatazz ultimately after about 2 hours offering lower (the car was perfect, they agreed) by $1500. I was very unhappy and took my keys and walked out. They are total liars. Turns out they were shopping the car to MBZ dealers while I waited around. Go somewhere else. I am sure they are the same if you buy a vehicle here. read more

Do your research on vehicles through this dealer because this one doesn't do it for themselves!!!!! Purchased a tesla on model 3 02/11/24 with everything working just fine and a clean car fax. When i took the vehicle home the vehicle stated it needed an update so I updated it overnight and in the morning turned the vehicle on it said the left headlight has a malfunction. took it to tesla the ran diagnosis and they said the headlight needed replaced because it is the incorrect headlight that's installed and they said it was actually both headlights but the right 1 is fine because the update worked on that 1. So it wasn't covered under warranty. At a tune of $1900 it was replaced. contacted dealer they stated nothing they could do you have to eat it. A day later i received a usb device for the camera system when i plug it in the slot it needed it immediately popped open a video rear-ending another vehicle in Texas. I did a little research and an ad for a salvage auction popped up through ClearVin with the vehicles Vin number on it. Paid for the report and out pops pictures of my car i purchased with front end damage and it stating it had frame damage but still showing a clean title. The kicker though is it was sold at auction on the 14th of january with pictures of the damage and miraculously the vehicle was put on their website for sale on Jan. 30th. and me buying it 12 days later. I went to the dealership and showed them this evidence and the guy could only tell me that they would take the vehicle off my hands and payoff the amount of the loan and not roll over any of the debt from the loan if I purchased a vehicle through them or they will tell me how to dispute it through Carfax. I asked if they would just take it back and they said no you would have to purchase another vehicle through them. I chose the last option but we see if anything comes of that. A complaint has been filed with the AZ attorney general after i left the dealer. Hopefully it gets resolved through the state level. I will be contacting the investing parties and advising them of the situation and hopefully i will get some resolution for the dealerships staff blatant ignorance when it comes to doing research on vehicles before they buy by them from their vendor. read more

WOW what an amazing car buying experience. It's been YEARS since I've come into a dealership, received a good value for my trade, received a great price for my new vehicle, and been treated like a top tier client. I wanted to sincerely thank Ramiro and his team for an experience that will have us coming back. From Pezh down, my wife and I are truly blown away and thankful for your experience. read more

Surprise Ford - New ride!!! - Car Dealers Near Me - Surprise, Arizona

If I could give 0 stars I would. Rude, unprofessional, service department is horrible. Avoid this dealership. Whoever owns this place should have their dealership license revoked. read more

Absolutely disgusted with their customer service. They make no attempt to make any situation better. My car was taken in over a year ago and was ignored. Took it back again this year to get fixed which then it was fixed after $1,700 later. Only to have three days later the car is not acting right rattling, stopping out of no where all mean while I have two year old that puts us in danger. They are willing to "fix" the problem lmao don't think they are fixing anything at this point! And they don't offer any service or apathy to try to get a rental, because this is after all their fault not ours. Absolutely disgusted at the service department and staff absolutely horrible experience and will never be working with them once my car is supposedly done. Don't recommend!! read more

STAY AWAY FROM THESE GUYS! They are full of lies and beyond shady. The experience I had at this dealership was unacceptable and I would not recommend them to anyone. I drove from 2 hours away to look at vehicle, with an appointment time set and when i showed up the car was cleaned up on the inside but not clean a all on the outside. Doesn't sound like a big deal right but they refused to wash it for me to see the condition of the car, such as scratches, paint chips etc until I agreed to buy the car. Then when I offered my current car for trade, the trade in offer they gave me was significantly less than any offer I had gotten from any other dealers who looked at my car and I'm talking about thousands of dollars different. When I asked them about the difference, they said it was because there was a few things wrong with the car and they would need to fix it. Now unfortunately for them, the things that they told me were wrong with the car, I know was 100% a lie. Everything they mentioned had either been recently serviced on top of me meticulously maintaining my car at all times, so I already knew what any real potential issues were. When I turned down the deal on the car I came to look at, the sales rep grabbed one of the managers who then proceeded to tell me that all of the sudden my car was in absolutely terrible condition and came up with a new list of things that was supposedly wrong with it. As I stated previously, my car had always been very well maintained and kept up on so the BOTH lists of things that were supposedly wrong with it were 100% a lie and desperate attempt to trick me into thinking I was in need of a new car right then and there. Will never come back to this dealer and I highly recommend to everyone that they do not give this place their business, save your time and money, there are other dealers out there willing to go above and beyond and that will give you reasonable trade in offers. At the end of the day I bought a car from another dealer and was much much happier with my experience there. read more

Nick was super helpful in getting my F350 fixed, I was on a tight timeline (of course) before a big trip. He got a rush on the part and had the truck repaired in no time. Everyone was friendly and accommodating. read more

What an absolute joke. I found a used Honda Ridgeline on the website for $34,781 and spoke to Juan regarding getting out-the-door pricing because I had my own financing. He asked where I wanted to be on the price and I said that I was OK with the list price, but I didn't want a warranty because the vehicle had 6,700 miles on it. He came back with $5442 in added options... on a USED vehicle. I informed him that this is not the advertised price and his reply was that it was the cheapest in a 1000 mile radius. Literal scam artist and I don't know how these people sleep at night. Remember people, you can't bring greed with you in your next life. read more

I brought my 2021 Ford Bronco Sport in for service, due to a hill assist light intermitting coming on. My vehicle was at 50,000 miles so I thought I have them change the transmission oil ( no prior problems). After I picked up the vehicle 2 days later I notice transmission oil on my garage floor. Brought it back in the tech stated he cleaned the bash plate and saw no leaks. Pickup the vehicle got it home and now its leaking again. Left message for service manage, will see if he contacts me. read more

Be wary of their business dealings... we had already signed paperwork on a truck and it was sold out from under us due to the GM's agreement with a "buddy". Laura, the most wonderful salesperson, and Nick went to bat for us and their leadership proceeded with the shady business dealing. We were so grateful for the kind consideration of Laura and wish her all the best in that kind of negative situation. She deserves better leadership! read more

Full of Suprises at Surprise Ford: I worked with Brett the salesman for a while, definatly a few bumps along the way. I encountered some occasional attitude on the phone and had trouble getting a few calls returned as requested. During the process, he was adamant about pulling my credit. I'm in the high 700s, I told him I'd prefer not to until we had a deal in place. After a grueling 3 hours of back and forth, Brett finally lowered the costs on a couple of items, raised the trade-in value, and I was left with a decent payment. Brett went to get it approved and "SURPRISE" the manager wouldn't allow the deal and was pushing me to take Ford Flex financing. However, the financing issue and some other concerns made me walk away without accepting the offer. It would have been nice to have better communication and less pressure, but ultimately, I decided not to move forward. This was a waste of my time and a blatant disregard for my trust. If this is the way this company operates, I recommend going elsewhere. read more

Joshua Delgado was very friendly and pleasant to talk to. He was very knowledgeable about the car we were interested in. He worked with us along with Adam, who did did a great job at Negotiating. Great experience. read more

DO NOT BELIEVE IN THIS FORD. THEY ARE A SCAM. Please explain how a reputable dealership surprises you with an additional 2,300 in fees over the list price. This dealership wanted to sell me a 17.5k car for 21.5k. and it doesn't have Certified pre-owned. Yet another dealership has their vehicle listed at 20,000. And WITH FEES out the door comes to basically 22,000 and it DOES have certified pre-owned. This goes to show you that they add in fees at the end to bait and switch. To their credit. They disclose the fees in the fine print....let's say that again. FINE PRINT. read everything and shop around for the AFTER FEES TOTAL. You will be surprised. Just like their name. Surprise. Fees. Oh wait ford read more

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Not a good experience. I ordered a Maverick in 10/2022 with a price summary and MSRP. When my truck arrived they would not issue a price protection certificate and wanted to sell at a much higher price. I called Earnhardt Ford to see if I could transfer the sale and they said Surprise would not transfer. I asked how the certificate works and they said the dealer has to call to get it issued. So Surprise is either lying or incompetent. Do not use this dealer. read more

Sketchy make sure you ask for numbers in writing! They scammed me for a new mustang changed up contract after 3 years didn't tell me crazy weird ass place I've gotten hella mustangs in my life this dealer was the most sketchy people I've met! Also took away my free oil changes and maintenance after buying a brand new 50k mustang! read more

Classic Bait and Switch Searching for a used truck on Truecar, this place sent me a price, GM Julio told me the truck was available that he would pull it up front for me. after a 30 minute drive, no truck up front, salesman thinks its in service which is closed. Turns out the truck was sent to auction over a week ago. No updates in their computer system, wasted time for me and Truecar sent me an offer based on these lies. Copied from email Hi Clifton, Thanks for your interest in Surprise Ford. Please review our offer at your convenience. We're here to answer your questions and discuss next steps - feel free to reach out when you're ready. Thank you! Be warned this is all facts from this morning! read more

I bought a 2022 Maverick from here, and I love it. Buying it and getting it serviced here was another story. The sales staff ignored me until I asked a receptionist to find me a salesman. She woke one up, and then I was able to test drive and buy the truck that I spent a week scheduling a sales visit. It took longer to get a salesman than it did to finish the deal. Then, the salesman contacted me to schedule a windshield replacement that was included with the purchase. We made an appointment, and when I arrived, I was told that it would take an hour longer than what I was told. The waiting room was full of cheap, uncomfortable furniture and an overpriced snack machine. The salesman never came to greet me or ask about the truck the whole time I was there. I would not recommend this place unless it was selling the truck of your dreams. read more

Don't believe the bad reviews. I had purchased a 2022 Ranger from another dealer. Needed service and had a shifting problem. Steve Rice was great, knew what the problem might be and told me to come back 2 days later so he could get Ford to provide a loaner car and covered everything with the warranty. Steve knows his stuff and will make sure you get covered by warranty or service plan. Rodeo Ford would not offer a loaner! read more

Rude, rude, rude. The salesman literally made fun of my job, when I had to reschedule my appointment. Built ford tough? More like built rude. Would not recommend this location. This is very unprofessional, and immature. There are many other options when it comes to buying a car, this isn't an okay way to treat customers. read more

I was looking for an F-150 and they had one in stock that matched most of my wants. From the beginning of the negations, they would continually ask when I would be coming in regardless if we had an agreed price. Since I was coming from out of state, I told them as soon as we agree to a price, I will purchase a ticket and be there the next day. We agreed upon a price and I purchased the ticket to land in Pheonix by 10 am the next morning. I made sure to confirm the truck and paperwork would be ready as I didnt want to sit in a dealership knowing I had a 6 hour drive home. I was assured the truck would be ready to drive home as soon as I signed the paperwork. When I arrived to the dealer, the truck was on its way back from getting the bedliner installed. One of the sales managers, Nick Van Horne informed the truck also had a flat so they would need to replace the tire. I had no issue with that as I understand things happen. The salesman and I sat in the showroom for over an hour while the dealer tried to procure a new tire. Around 12:oo pm, we were sitting in the showroom, I saw the truck pull up in the service bay and I asked to go look at it. While walking around it I noticed one of the rims had some curb rash, as the wheel were black, it was easy to see. Salesman informed Nick and Nick apologized to me. He said he could have it fixed but would take an extra hour or so. I was still very understanding and said no problem. Nick appreciated I wasnt making a big deal about all this and said "you wouldnt believe how upset people get for these items. Because you are so understanding, I will send you a $300 check as a token of our appreciation". I thanked him and the salesman and I went back to sitting in the showroom. Another 4+ hours go by and FINALLY the truck is ready to be driven home. I drove the truck home, without issue. About 70 days, I called the dealer to inquire about my $300 check and plates as I never received them. The front desk informed me the salesman no longer works there but would send me to another one. When I talked to the new salesman, they could see all these notes in their system and went to talk to the manager. The salesman said "I've talked to Nick and they are going to get back to you". To this day, I have heard nothing! On a side note, as I waited outside, I often heard tire screeching and was told the General Manager like to do burnouts in the trade-ins. They received a Raptor trade-in that morning and was being "tested". read more

We walked in last minute after a bad experience with another dealership. John Williams was the salesman we dealt with. He was a 10/10. John was honest, up front and friendly. Kenny, the finance manager was AMAZING!!!!!!!!! I literally can't say enough good things. We got an amazing deal on an awesome used car. This will be the only dealership we use from now on!! read more

Surprise Ford - Car Dealers Near Me - Surprise, Arizona

Surprise Ford absolutely lives up to its abysmal star rating here. I ordered a a truck from the factory exactly the way I wanted it and after at least 6 months, it showed up. When It did, I got fully approved for financing through the dealers finance department and then on Wednesday night, I text messaged a sales manager I had been communicating with and told him I was going to wait 90 days. It wasnt a big deal because of the truck i ordered would be able to easily sell. The next morning I had reached out to the sales manager at 11Am to let him know I was going to go forward with the purchase after all. I found out that the General Manager, Mr. Kayden immediately ordered the service department to add "The Surprise Ford Value Package" to the truck which consists of; (All prices are retail prices from their parts department) Wheel locks $85, peel and stick Door edge guards $44/kit, Tailgate lock kit $29, drop in plastic bedliner $400, Nitrogen air in the tires (free at costco) "Lifetime window tint" whatever that means, LoJack and the "Paint protection." Heres the rub... Lojack is BS because these trucks have a tracking device on them already, the paint protection is offered in the form of a paint warranty from the manufacturer and the total cost of the other misc crap is approx $1000 but they charge $4500 as a "Value Package." The Jacka$$ sales manager Romero Sepulveda that immediatley started yelling at me stating "This is MY STORE and this is how we are going to do business or you can leave" was the stereo typical slimebag car guy. I asked the GM Pezh Kayden if he could take the plasti bedliner out (that didnt even match the truck) NOT install the window tint, and I would pay retail for the other stuff and he said NO. Surprise Ford is a sister company of the scum bags at Peoria ford and ironically BOTH stores have the LOWEST star ratings of all other Ford stores in the valley. Coincidence? No as they are both managed and operated by the same slimebag Partner Pat Hickey. It appears that the GM Pezh Kayden and his new puppet Romero Sepulveda went to the "Pat Hickey, How to be a sleezebag carguy" school of training. Honestly DONT waste your time here. The 2 stars dont lie. read more

Very slow service with little communication. BLUF: if I was told it would take a long time, I would have paid for a rental so I didn't have to live in the lobby for a while. Instead I kept being told it was just about done. First came here on a Friday with a flat tire asking if the tire could be replaced or if it needs a new tire. They said they would look at it and should have it fixed in the next hour or two. Two hours later I asked if they were done, they told me they were about to take a look at it. At this point I was running late for a meeting so I had to join virtually from the lobby. About 2 hours and 45 min, they told me they finally got to look at it and the tire can't be fixed. They told me they would order one and let me know when it comes in and they would call me back. Learned later the tire arrived Saturday, but no call. Called Monday morning, was forwarded to Julian, where I was on hold for 15 min until it finally went to voicemail. After about 40 min of no returned call I decided to head over. I figured I will get a rental for the day since I'm on the clock for work. Julian tells me the tire is in, they can have it on in an hour or so. An hour and a half later I ask for status, I'm told they are working on it. Maybe I was unaware of the unspoken rule changes in customer service: that if you say it will take 2 hours it really means you can wait longer than two hours before starting and no updates required when you exceed the given time. No call-backs necessary. If they had not held my wheel over the weekend (I didn't realize they didn't put it back in the trunk till I got home) I would have gone somewhere else as I was in a hurry. I won't be back until they can be more honest and open with their customers. 1 star for giving me back the car 2 stars because Julian was calm and respectful when we talked 3 stars for working AC and You lose a star because when y'all had an employee go to get whataburger for a couple others and you didn't ask me if I wanted anything. (Kidding. But it would have helped your rating) read more

2 transmissions within 3 months. Before my 2018 Expedition reached 60,000 miles we had an issue of the SUV not wanting to get out of 2 gear. We took it in, they had to give us a brand new transmission. During the month and a half process of them having my vehicle they never once called me and I had to continually reach out to them asking for an update. Fast forward ONLY 2 MONTHS I take my truck in to make sure everything was good for our family road trip. After paying $500 on service / labor we head on our family road trip. 2 hours in, a fault goes off on our truck. Looking up the code on my Ford app it was the powertrain. We immediately contacted the service advisor we had worked with who advised we continue with the trip and bring the truck in when we returned home. When we returned with the truck after having it for about 2 weeks Ford finally told us it was the transmission again and the ONLY fix would be to get a NEW one. Keep in mind my truck is still under 60k miles and I had just received a new transmission 2 months prior. The service advisor had suggested that my husband and I invest into a NEW vehicle because he could not "in good faith give us our vehicle back and know that the issue was resolved." He ensured us that his superiors were aware of our vehicle issue and would be willing to work with us given the circumstances. However when we got there they simply sat us down with a salesman who's idea of remedying the situation was to talk us into another car loan for $80,000. The frustration is we have practice good maintenance on our vehicle. The issue with the transmission has nothing to do with owner use. Ford sold a product that is now breaking down, their own service advisor told me to get a new car because he's not confident in the repairs and because of that I'm suppose to pick up the tab. Makes no sense. BTW we still don't have our car back. I don't understand how this is taking care of the customer. read more