Surprise Ford

Steve Rice was an amazing advisor. I worked for Ford for four years and wish I could of worked alongside him during my tenure. He took great care of me and really just wanted my car to be in tip top shape. He was honest about time and expectations which I can really appreciate. Thank you Steve and thank you Surprise Ford for such a quality asset to your team.

Laura, Nick and Jalina were amazing. Not once pushy they worked with me and made magic happen so I could drive away with a newer, bigger car for all my plans next year! Thank you so much!

I believe this is my first bad review, I traditionally give so many chances for folks to make things right.

This dealership and its service department are dishonest, plain and simple. My wife purchased a used 2019 Ford Edge Platinum in May of this year with their extended warranty. Two months later, the transmission was slipping from a stopped position so it was making traffic and drive through situations a nightmare.

We dropped it off for repair on August 17th, was told 3-5 days to investigate the repair and provide a quote/update. No rental/loaner offered. We rent a vehicle for a week, no calls.

Aug 24th -
I come back on day 8 to see if I need to work out a loaner or extend the rental with maybe a reimbursement or something. I was told nothing wrong was found and offered a tech ride-a-long. Tech identified the issue immediately, informed service manager. Service manager stated the dealership no longer offers loaners, has an enterprise office to rent vehicles, said they would call with a quote.

Sept 7th-
Finally receive the phone call with a quote of about $1,650 to repair the issue, not under warranty. At this point, it's been 3 weeks, just get it repaired so I can stop paying for a car rental every week.

Sept 12th-
Visit to speak to service general manager & dealership general manager to talk about my experience, how I'm renting a vehicle for 3 weeks now without reimbursement, got a quote to repair the vehicle we recently purchased that's not under warranty. Service general manager offers $500 reduction, says will personally call to give updates.

Sept 15th -
No update or ETA on car repair completion since Tuesday. I stopped by end of day, was told repair was completed but a tire was flat. I just don't know anymore, lol.

It's Monday, Sept 18th. I'm in my 5th week of renting a car, made a car payment for something we have no access to, not getting any updates or feedback on repairs. I've never been so discouraged by a dealership in my life. All of their apologies have been 'we're very busy, we're very popular sorry not sorry'.

Update: Monday Sept 18

Was contacted shortly after this review went up. Not by the service manager like the response says, but the service sales individual caught in the middle. I called back, left a message for the service manager to call me. Never did. I went down to see if the car would be done.

I spoke to the same service manager as I did last Tuesday. There is a definite communication issue between departments here. I was called a keyboard warrior in the public waiting area, he initially refused to help with the now extended car rental or give a day when I can pick up the car.

They will call me when it's ready. He said I am not allowed back to their service bay after this repair and they will reimburse $500 plus my rental costs since Friday. I never once raised my voice.

Final Update - Weds Sept 20

We have our vehicle back. They did honor the previous commitment of $500 off the repair bill for the amount of time it took. Our major issue with the transmission is fixed! Our rear door still does not function properly. After this long, we'll just take the victory.

It was officially Aug 17 to Sept 19th, 33 days 5 hours total. The only highlight to this experience has been the service salesman, Joe. He is seemingly struggling as much as the customer is with getting any communication between the service departments. Never did receive a phone call/apology from the hyper-aggressive service manager, Mr. Atenousazar after our confrontation on the 18th. Promising me you would stay on top of my repair on the 12th and call me then never call and claim you did your job is bad business (he had Joe call instead). Blatantly talking over me and saying 'I will talk over you since you're a keyboard warrior, I don't care' and 'no dealership in Arizona offers free rentals/loaners' is very bad business.

I've honestly never been treated in this fashion in my life, this is crazy to me.

Thank you very very much for all you did for us Joe.
Do not go to this dealership.

My husband and I had an amazing experience from the salesman Garret, floor manager Adam to the finance manager Kenny. Garret was extremely patient understood our needs and wants and Garret delivered it to his team and they all exceeded our expectations. We were never once pressured or rush just to make a deal. Garret kept us in the loop through the entire process made us feel comfortable with our decision on buying our son his car! Adam the floor manage came over and introduced himself chatted with us made us feel comfortable and carried over our needs and wants as they were met. Kenny our finance manager was a delight he was funny and humble since the moment we entered his office. Overall the best buying experience! We appreciateThis Team of amazing people! Thank you all so very much! We will be seeing you all soon for future purchases!