Surprise Ford

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.They didn't offer me anything less than they would have offered any other person off the streetThe ad was clearly a bait and switch scam to get people in the door as was the oil change listed at a low price then billed for more than twice that amountIt was not "offered to me" for my time as they quoted, but given to me after the fact because of the scene I made when I saw I had been scammed TWICE in day! Which by the way, the oil LEAKS now from my drain plug thanks guys!!! They brought me in twice only to quote me the SAME priceNo discounts as they stated aboveThey can apologize all day long but that doesn't justify the advertisement to get me and others into their store AND the fake "Winner" card they mailed meEvery part of that business was a lieThey truly live up to the "Used" car salesman repI have bought many new cars and never been outright lied to like thisThey are not willing to back the ad they mailed to meI will make sure every one knows just how they do business!Regards,Steven [redacted]

My wife and I are not happy with that result. The truck has been at ford for over 60 days since purchase in October. The motor has taken over 30 consecutive days to fix and still isn't fixed. Under the Arizona state lemon law act we are requesting the truck be bought back due to the excessive issues we have had. We were suppose to have the oil change plan in October and you made no action until March. I am willing to work with you but you do not return calls for weeks and always say your in a meeting.

I talked to Elle and let her know I have left Mr. [redacted] numerous messages and they are recorded in our CRM. I would really like Mr. [redacted] to meet me here at the store so we could come to a resolution to the problem. I m at a point were I would like to have this case closed because he won't communicate. Thank you

My name is Rob H[redacted]. I am the General Manager here at Surprise Ford. Miss [redacted] and [redacted] bought a new Ford F150  here at Surprise Ford. After they bought the vehicle they noticed a paint flaw on the truck. Through the direction of Ford we had an offsite body shop...

repair and repaint the vehicle to Ford specifications. Throughout the process I found out about their unpleasant feeling towards there vehicle and told them I would get them 2 years free oil changes for there problems (which I am still willing to do). However when I called Mr. [redacted] yesterday, He informed me that his truck was at another Ford dealership having an engine put in it. At that time he informed me he didn't want to hear from me or anyone else here at the dealership. I will make sure they get the information on the 2 years free oil changes. I appreciate yoor time on this matter. Sincerely,Rob H[redacted] General Manger

Mrs. [redacted] is all good now. She was very uncomfortable about not having a lender when she left the dealership. She is all signed up and enjoying her Explorer. Please feel free to contact me directly if needed, ###-###-####. Thank you for your time with this matter.

I spoke with Mrs. [redacted] this morning. They will be here on Tuesday the 18th to resolve the issue. We will be replacing the item needed at no cost to them. [lease feel free to reach out to me directly on my cell phone if needed. ###-###-####. Thanks for your time on this matter

My name is Rob H[redacted]. I am the General Manager here at Surprise Ford. I personally talked with Mr. [redacted] as well as my service manager Richard A[redacted]. After speaking with Mr. [redacted] we have come to the conclusion that we need to take another look at his vehicle. He had a problem that was...

intermittent and we could never get it to duplicate while it was here. He is worried that now the car is out of the manufacture warranty. I have let him know on this problem that there should be no charge. I gave him my personal cell number (###-###-####) so he could contact me and we can get the vehicle in here and resolve the issue. He stated he would call me when he knew the earliest time he could bring it in. Thank you

I cancelled because Surprise Ford are rude from the core. They have no common courtesy with their clients. I spoke to Hubler and he is why this business is what it is. He did not offer to fix what they broke, he was complaining about my complaint. He did not leave messages so he is lying about calling and leaving messages. He better be a young man because he is very immature and sounds as he has no experience in dealing the public. Surprise Ford broke my bumper, and they will fix it or pay for the repair !!

He may have a Lemon Law buy back. Unfortunately that is not between him and the dealer. That would be between him and Ford motor company. In his owners manual there is a section to proceed with that to Ford motor company. His vehicle is currently at A competitors shop waiting on an engine.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They didn't offer me anything less than they would have offered any other person off the street. The ad was clearly a bait and switch scam to get people in the door as was the oil change listed at a low price then billed for more than twice that amount. It was not "offered to me" for my time as they quoted, but given to me after the fact because of the scene I made when I saw I had been scammed TWICE in 1 day! Which by the way, the oil LEAKS now from my drain plug thanks guys!!! They brought me in twice only to quote me the SAME price. No discounts as they stated above. They can apologize all day long but that doesn't justify the false advertisement to get me and others into their store AND the fake "Winner" card they mailed me. Every part of that business was a lie. They truly live up to the "Used" car salesman rep.. I have bought many new cars and never been outright lied to like this. They are not willing to back the ad they mailed to me. I will make sure every one knows just how they do business!Regards,Steven [redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mr. [redacted] visited Surprise Ford during its Grand opening of a Brand new dealership. To say it was unorganized is to say the least. Brand new untrained salespeople, managers, and staff all brand new in the car business was the start. For the Grand opening several companies were hired to promote the...

event. One being a mail company called Fast-Lane promotions. The mail piece sent out, even though it was proofed, the pictures were not correct.  Mr. [redacted] came in for a oil change special, and while it was being serviced he negotiated on new truck that was advertised for $20,888. The illustrated picture in the ad was of a 4 door, when the truck advertised was actually a regular cab.  Mr. [redacted] was explained this and offered a similar discount on a 4 door, but refused. Mr. [redacted] was apologized to for the printing mistake and was given the oil change for no charge for his inconvenience.  Mr. [redacted] was also offered the regular cab at the advertised price of 20888, which he said only a 4-door would work. The managers offered Mr. [redacted] even a bigger discount on a 4-door than what was offered on the regular cab, however,  Mr. [redacted] declined the offer. Pre-owned trucks that fit both the 4-door criteria and the 20,888 price were offered, but Mr. [redacted] declined this as well.
This was clearly a printing mistake and no way intentional advertising deception . Surprise Ford, like any business, is going to have some human errors in the erection of such a brand new big entity. This art error was rectified, Mr. [redacted] was given a free oil change for his time, and concessions were made on the pricing of the 4 door Mr. [redacted] would like that were more than a normal customer would receive. A sincere apology from the owner, the General Manager, down to the salesperson and service writer has been made. Surprise Ford will still honor that $20,888 sale price on a regular cab truck or give $1000 UNDER invoice on any 4-door truck he would like to choose.  If you have any further questions or concerns please feel free to contact me.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This customer is complaining that we suggested another company look at their complaint because it would be very costly at our Ford facility because we are not a sun roof dealer?  We actually did the customer a favor and recommended another repair facility which would save the customer...

money.  If the sunroof was missing parts it wasn't due to our mechanics stealing them, it was due to the fact they were not there when the car was brought in.  We pride ourselves on customer service, obviously by the recommendation of anther shop to save the customer money.  Our bid would of been to replace the moonroof/sunroof which is in line with the estimate the customer stated.  If the customer would like to buy those new parts, as a good will gesture we would discounmt them to an employee price.
 
Patrick H[redacted]

While I appreciate Mr. H[redacted]’s response I think he is either confused or misinformed of the issue/ complaint. The issue is that his mechanics fraudulently diagnosed a need to replace “broken parts."  The repair facility found no “broken parts” as diagnosed by Surprise Ford mechanics.  Surprise Ford mechanics instructed me not to open the moon roof for fear that it would never close again due to “broken parts.”  I followed these instructions and the moon roof was never opened again until the private repair facility worked on it.  Their Technician made note that the parts (shields) were missing when he initially opened the roof for repair.  This technician found nothing more than dirty tracks & a slight misalignment which was easily fixed for $300 instead of the $4,600 that Ford mechanics suggested I spend to replace “broken parts.”  Based on the private facility’s diagnosis, I think it’s fair to say that Ford mechanics incorrectly diagnosed the issue resulting in a potential $4,600 profit on a moon roof that never contained “broken parts” in the first place and could have easily performed the same service. Several attempts were made to have Ford correct the issue & replace the missing parts, all of which have failed.  They refused to do anything about it. Even Mr. H[redacted]’s offer to sell the missing parts at employee cost is a higher price than what I paid for from an internet Ford parts supplier.  No one accused his mechanics of stealing, rather just misplacing and/or failing to put the parts (shields) back on.  Although I am grateful that I was directed to the private repair facility, it's disappointing that Ford could not repair their own product. As far as customer satisfaction I am completely dissatisfied & disappointed with Surprise Ford.  Based on this experience I have no intentions of doing any business with them in the future and do not ever plan to own another Ford again.

Mr. [redacted] visited Surprise Ford during its Grand opening of a Brand new dealership. To say it was unorganized is to say the least. Brand new untrained salespeople, managers, and staff all brand new in the car business was the start. For the Grand opening several companies were hired to promote the...

event. One being a mail company called Fast-Lane promotions. The mail piece sent out, even though it was proofed, the pictures were not correct.  Mr. [redacted] came in for a oil change special, and while it was being serviced he negotiated on new truck that was advertised for $20,888. The illustrated picture in the ad was of a 4 door, when the truck advertised was actually a regular cab.  Mr. [redacted] was explained this and offered a similar discount on a 4 door, but refused. Mr. [redacted] was apologized to for the printing mistake and was given the oil change for no charge for his inconvenience.  Mr. [redacted] was also offered the regular cab at the advertised price of 20888, which he said only a 4-door would work. The managers offered Mr. [redacted] even a bigger discount on a 4-door than what was offered on the regular cab, however,  Mr. [redacted] declined the offer. Pre-owned trucks that fit both the 4-door criteria and the 20,888 price were offered, but Mr. [redacted] declined this as well.

This was clearly a printing mistake and no way intentional advertising deception . Surprise Ford, like any business, is going to have some human errors in the erection of such a brand new big entity. This art error was rectified, Mr. [redacted] was given a free oil change for his time, and concessions were made on the pricing of the 4 door Mr. [redacted] would like that were more than a normal customer would receive. A sincere apology from the owner, the General Manager, down to the salesperson and service writer has been made. Surprise Ford will still honor that $20,888 sale price on a regular cab truck or give $1000 UNDER invoice on any 4-door truck he would like to choose.  If you have any further questions or concerns please feel free to contact me.

This customer is complaining that we suggested another company look at their complaint because it would be very costly at our Ford facility because we are not a sun roof dealer?  We actually did the customer a favor and recommended another repair facility which would save the customer...

money.  If the sunroof was missing parts it wasn't due to our mechanics stealing them, it was due to the fact they were not there when the car was brought in.  We pride ourselves on customer service, obviously by the recommendation of anther shop to save the customer money.  Our bid would of been to replace the moonroof/sunroof which is in line with the estimate the customer stated.  If the customer would like to buy those new parts, as a good will gesture we would discounmt them to an employee price.

 

Patrick H[redacted]

Fund a Ford Explorer on their website and called to check on availability as I was told they still have and when I get there they tell me its on a truck and will be there later today or tomorrow. I then test drive another vehicle to see how it rides and the salesman said they can still work up numbers for me since they have the invoice. After waiting 20 minutes the salesman and manager come to me and tell me they are not getting the vehicle and was going to a different store. I asked then why did you tell me you have it and told me when I got there it was on its way. I think they were trying a bait and switch as they had me test drive a vehicle with more upgrades that was priced $8,000 more than the one I went for.

I have spoken to Mr. [redacted] personally. We have resolved the issues by correcting the contract along with the necessary changes to finalize and complete the purchase for him. We spoke at great length and he will be in on Saturday to complete the revised transaction.  Thank...

you,[redacted]ManagerSurprise Ford

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,