Surprise Ford Service

Scott Hofstetter

★★★★☆

3 years ago

Had a very sick F150 with cam phaser issues. Stopped by a month ago and got a service advisor with an attitude so I left. Went back two weeks ago to drop truck and got Angel Z for my service advisor. He was great! Didn't talk down to me like the first guy. I knew it was an extensive process, (I have turned a few wrenches in my life). Angel would need to get Ford's approval, order parts and have them installed. Process took two weeks. Angel kept me informed of status as I would expect. If you can, ask for him! I don't usually leave reviews but his customer service compelled me to. THX Angel.

Scott Tuss

★☆☆☆☆

a year ago

Do not take your vehicle here, unless you want poor service and ripped off. 2021 Superduty Powerstoke Company Fleet vehicle. (I'm working 20 hours from home so I did not know where to take it around here, poor choice as it turns out) Check engine light for NOx sensor (I have a high dollar scanner and a previous mechanic) and oil change/rotate. Took them a week to even look at it when I had a scheduled appointment for diagnosis. Tried upselling services it did not need through our fleet program (already been completed recently), did not call me about it. When I spoke with them they stated the upper oil pan was leaking (Powerstroke Warranty covered), but funny it was not leaking last service at my buddy's shop when I changed the oil in it, and the coolant vent hoses assembly was "leaking allegedly" and needed replaced. (And I noticed in the booklet of paperwork after the fact, the labor to change this little vent hose with 4 - 3/8" clamps all on top of the engine compartment was OVER 500 bucks for 20 minute job!! Not including the 190 bucks for the hose, added labor.) Finally got the pickup back 2 weeks after my "appointment". They replaced the rear NOx sensor, LOF/rotate, coolant vent hose, and the warranty oil pan gasket. I asked the service writer if they lubed the front axle U-joints (only 2 grease zerks on these pickups), and he basically called me a liar stating they do not have zerks. So I went and took a picture and showed him that yes they do and no they did not grease them! After tire pressure sensors reset to new positions from the rotate, they did NOT reset the tire pressures! Rear higher pressures were now in the front tires, and rear tires had the lower front pressures causing the low tire pressure light to illuminate. (I reset the pressures) Took the truck to Lake Havasu and the check engine light came back on before I got there. Scanned the code, SAME exact NOx sensor code was present in the ECM that I took it to them for. Crawled underneath to see if they even replace the damn sensor, and they replaced the rear NOx sensor. While underneath the pickup I was inspecting to see if they actually replaced the upper oil pan gasket. They did, as I could see the bolting to remove transmission to be able to complete this job. But noticed they rounded off some bolts re-installing the front drive shaft to the front end, AND a coolant hose clamp was not re-installed by front of the oil pan (SEE PICTURE), barely hanging onto the barb. I do not know how this did not fall off draining all of the coolant and cause me to be walking across the desert between here and Havasu!!!!! Took the pickup back to them hoping they would make the above right and fix the check engine light NOx issues this time (same code). The service writer called me stating it was a different code and they needed to replace the front NOx sensor this time. They FABRICATED a NEW Code so they could justify charging me again and calling me a liar once again!!! They did fix some of their mistakes from the first visit, replaced the rounded off bolts and found a grease gun to lubricate the front axle U-joints. I met with the manager Anoeil, he "car salesman'd" it about these problems I had. But he held strong about the fabricated code and replacing the other NOx sensor . Asked me to send him the picture attached of the clamp not being re-installed so he could follow up with it. And stated he would follow up with me right away about all of this. I have since sent him another email regarding the coolant vent hose labor and requesting this follow up he promised. 2 WEEKS later and NO follow up from Anoeil, so this justified this story of a HORRIBLE experience. DO NOT take your vehicle here!! Plenty of other Ford dealers to take a chance on!

Jedi 8023

★★☆☆☆

2 years ago

I went in for “The Works” service. A young kid came out and asked if I had an appointment. Never introduced himself. Then I was instructed to stand by my truck in the heat while the advisor was still on the phone. So I did. The Advisor then came out and never introduced himself. Took my truck in for service and I was given a window of 1.5-2 hours. He asked if I was staying and I told him I needed a ride home. I was sent to the waiting area, also outside, while they call a Lyft. I was advised the Lyft is $9.95. Sad to see they don’t offer shuttle services anymore. I got a call 3 hours later it was finally done. When I went to pick up the truck I was signing the paperwork and was asked to leave a rating. I circled 3 for mediocre service at best. It was less than stellar. He confronted me on why a 3 rating. So I explained how I was treated. He led the way to the truck because I was told I have a possible coolant leak and I inquired if they topped it off. He did not know so we went out to verify I can make it home safe. I asked what his name was since he never introduced himself. He finally told me his name. I will not repeat it to keep him anonymous. He became agitated and then proceeded to mutter “ I rely on these ratings for my paycheck” . That should not be part of the experience at all. If you provide mediocre service you get a mediocre rating. Exactly what part of that process deserves 5 stars. You should be ashamed of yourself for guilt tripping a customer for average service at best! The sales department at this location has something to be desired as well but that’s another story. Good luck in your endeavors Surprise Ford. Your crew needs some work in hospitality and friendly customer service.

Ryan McCooey

★☆☆☆☆

2 years ago

DO NOT GO HERE FOR SERVICE: I had an appointment for an oil change today. I arrived 10 min early for the appointment & was told it would be 60-90 minutes. I waited for 2+ hours with no updates from any service representatives - there were about 5 of them sitting at their desks hardly working. At the 2 hour mark after my appointment time I decided to check on my truck. They hadn’t even started the service!! The service rep said they would “get to it,” and didn’t do anything to make it right. I cancelled the service & am never going back to this dealership.

Mendy Branam

★☆☆☆☆

2 years ago

Made the mistake of buying the extended warranty through Ford for my Toyota Truck. Made the appt for my covered oil change, showed up to this service center 10 minutes early, and not a single soul around to ask where or how to check in. So I sit. Until I notice the parts dept in the back. They point me to where I was just sitting, and I stand there another 15 minutes. Not a single hello, be right with you, anything. Maybe because they won't be making any money on my service? Who knows, read the reviews, don't come here.

Dulce Olivia Gastelum

★☆☆☆☆

a year ago

DO NOT COME HERE FOR A SERVICE!!!! I made my appointment for the first service of my car since the day I bought it, almost 5 months ago, they were sending me reminders and I called to confirm because I was going to go from very far away, I arrived before my appointment and they kept me waiting for 2 hours When they were supposed to deliver it back to me at that time, I asked why it was taking so long and they told me that they didn't have the oil filter for my car and that they had to order it and they didn't know how long I had to keep waiting, honestly this had never happened to me nowhere. For me, you have terrible customer service, I left without receiving the service and the person who gave me my car back just looked down and couldn't say anything else, he did NOTHING to apologize, he just let me go, upset.

Gregory Kolb

★☆☆☆☆

a year ago

Brought our 2016 Explorer in for service in March 2023 - according to my research on the internet the PTU required service and I shared that with the service advisor. After 3 days the service advisor called and said that the car was done. When I went to pick it up, I asked what work was done and was told that everything was fine they didn’t need to do anything. Well after we got home to Wisconsin at the next service I mentioned it to my Kunes Ford service advisor and he said that they would check it out. When they removed the drain plug a string of metal fragments came out with the fluid and the PTU had to be replaced. To say the least, I will no longer take any of my cars to Surprise Ford for service. Totally unacceptable service.

Dick

★★★★☆

Edited 2 years ago

I'll add to the 2.7 rating by saying I had the 50,000 mile recommended service done at the stated price of $439.00 and was told by my service advisor that he would reduce the cost by adding the military 10% discount. When I picked it up, my service advisor was not there and another service advisor closed out the work ticket. The price was $489. and no discount. The new service advisor told me I'm already getting a discount because the original price would have been $489. before tax and fees. I asked to speak to my original service advisor but was told he had no idea where he was. I could wait but he also had no idea how long it would be. . My service experience at other Ford Dealerships applied the military discount to the final price regardless if there other discounts applied. Update! . . . all resolved. I heard back from management at Surprise Ford and they applied the military discount; I was happy they gave me a credit on my card.

Emily Hofeld

★☆☆☆☆

a year ago

It's probably the worst experience; they punctured a hole in my exhaust and asked me to drive TWO hours to their dealer when the dealer where I live found the issue they caused. It is a safety hazard to be driving a vehicle with a large exhaust leak, and I have two children who they were willing to put in jeopardy. The dealer up where I live was willing to work with them to replace the part and they refused to help fix the problem. Completely unnecessary and horrible customer service.

Tony Stephens

★☆☆☆☆

a year ago

I was told that I am not allowed to come in for service anymore after bringing an issue to the service managers attention. I was told to come in “in person” which I called and was told must be in person. That always sounds shady so came in as you can see per the text. My side which the dealership disagrees with was with the tech and advisor. I was told that there is a way they can “force” a code to show and they don’t like to go that route but they drain some fluid and run it and force it to lock up and fail. I was not on board with that but figured if they kept working on it that it would finally get the needed code. Later on was told the fluid did it which made it sound like fluid was drained to trick it. While I have no proof I had enough concern to talk to the service manager and he seemed willing to look into it. Now I make an appointment today just to have him call and say he won’t see my truck and to go elsewhere. I advised I had this text but he had no interest in seeing it. Now if they did any funny business with the transmission that sounds like insurance fraud. If they just mentioned fraudulent things they could do to get it to come up with a code but it did naturally so be it. ****To be clear I am not saying they did anything wrong however what was discussed to me. The facts only the tech would know. I just had a concern and clearly reporting it to the service manager backfired significantly. ****

Joshua Pagan

★☆☆☆☆

Edited a year ago

So far, this process has not been good. Three weeks later, I have yet to get a call from the service department. About every 3 days I inquire about my truck and unfortunately I get the same updates. Today, I walked to the dealership to get an update and I am told "we are doing a horrible job at communicating." I would agree! I understand that I may have a complicated issue but all I am asking for is some communication. But three weeks without a car is pretty terrible when you have to get to work in Phoenix. Update: Still telling me the same update from 3 weeks ago. They have had my truck for 4 weeks. This is frustrating! Update #2: 7 weeks in the shop. Communication still not acceptable, though I did receive one call. However, since then nothing. Final update: 10 weeks in the shop, $3,200 dollars later, it was not fixed. Ended up taking it to a mom and pop shop and fixed within the week. I am driving my truck, but had to pay an additional $2,700 bucks at the new place. It is crazy that you would take your vehicle to the Subject Matter Experts and they can't figure it out. But they sure can take your money. And they sure can push you to trading in your vehicle for a new one. I will NEVER go back to Ford for any reason.

robert koshak

★☆☆☆☆

4 months ago

Took my truck in for a 9am appointment for an oil change and tire rotation was told it would be about 1.5-2 hrs took 3 hrs when i got my truck back there was oil all over the engine, exhaust and bottom of oil pan so much so the interior of my truck smelled of burnt oil and truck was smoking so bad it appeared to be as if it was on fire and oil was dripping onto the ground the service advisor Evan did everything he could to make things right and that was the best part of my experience which took up the entire first half of my day

tony Valencia

★☆☆☆☆

9 months ago

Brought my convertible Mustang in to be inspected. I was told they don’t understand convertible tops and asked me to find someone else. When I picked up my car I discovered Huge Long Scratches all over the trunk lid. This is unacceptable! I left my vehicle with Ford who I thought I could trust. It’s been 3 days and no one has contacted me. Take your vehicle somewhere else. Buy from someone else.

Pete Cunningham

★★☆☆☆

3 years ago

took truck in for driver seat moving approved quote. when we got truck back motor is loud moving forward and grinding when going back. wife called Monday is first open time she said we would drop it of Sunday night. went down and both entrances are block. what good does an overnight drop do when you can not access it

jason chambers

★★★☆☆

2 months ago

It really sucks to have just under 400 dollars in work done , then the first thing you have to do is drag your compressor out and properly inflate your tires because they don’t want to take the time to after tires are rotated.

Lawrence Stewart

★☆☆☆☆

a month ago

I am giving this one star only because zero stars is not an option. This has been one of the worst vehicle ownership and service experiences I’ve ever had. Our 2018 Ford EcoSport required a full engine replacement due to a Ford recall and was at the dealership for over a month. After finally getting the vehicle back, additional issues appeared involving the fuel system and engine control module. These post-recall failures were initially treated as customer-pay repairs with an estimate of around $600, even though they occurred shortly after a major recall repair that required extensive disassembly of the vehicle. We had to escalate the issue to Ford Corporate and open a case just to get partial warranty coverage. While Ford eventually reduced the cost, customers should not have to fight this hard after an engine recall to avoid paying for follow-up problems. The stress, time, and financial impact of this experience have been unacceptable. Because of this experience, we will not purchase another Ford vehicle. Our trust in the brand has been completely lost, and I strongly recommend that anyone considering a Ford do extensive research into long-term reliability and how post-recall issues are handled.

Christian Kaye

★☆☆☆☆

5 months ago

Seriously don't bring your vehicle here, almost every single visit I've had an issue, and it's not the service writers it's the actual techs. First time they got diesel all on the inside of my cab on the seats and center console, than I got home and my truck was leaking fuel! not only that I had oil leaking all over the underside I'm my 2022 F250 with 25k miles on it, I bought it back and was told they tightened the oil filter and as for the fuel issues, well your just seeing things, I parked it in my garage over night, came outside the next day to an even larger puddle in my garage! I brought it back again and they couldn't find the leak and said we don't see the issue, I start to leave and end up at the gas station and I smell more Diesel, I took it right back and they finally replaced that whole filter housing, this all happened after a oil change and fuel filter replacement, than I brought my truck back once again for oil change and fuel filter replacement and wanted to have my tires rotated, I got the truck back and noticed the tires hadn't been rotated, I called them up and talked to my services writer and told him the situation and he went to talk to the tech, the tech said "I couldn't find your wheel lock key" , it was in the cup holder??? Not only did you not do the work but you also didn't tell anyone and tried to get paid for it? That for me was the final straw, it disappoints me because this is actually the closes dealership to me, and now I'm driving to Peoria Ford for all my work.