Surprise Ford
Customer Reviews of Surprise Ford
Awful experience
byon 02/16/2023
If you want to waste your time and be ripped off with bait and switch tactics, Surprise Ford is your place. It did not matter who I dealt with, every step of the way was full of lies and deceitfulness. Zero honesty and integrity from start to finish. Did I mention Surprise Ford is owned by Berkshire Hathaway? Don't be fooled thinking you're working with a local dealer, supporting the local economy. This place is anything but that. I've also tried calling Lucy Penazola multiple times, as her name and number is listed in several reviews. Not once has she taken or returned my call. She's not there to help, she's just a facade. There are much better Ford dealerships in the Phoenix area. Rodeo, Earnhardt, etc. Take your hard earned money where you'll be treated with respect.
- Recommend this dealer? No
- Purchased a vehicle from this dealer? Yes
Surprise Ford the worst service dept and management ever
byon 04/13/2018
I bought a new 2017 F150 XLT from Surprise Ford and upon delivery not all accessories were installed. Made an appt for install and had to wait over 2 hours for the 5 minute job. On first service (The Works) the truck was completed but I had to wait 45 minutes for them to find the service writer to get me my keys.On the Works they rotated my tires. I then left for a month long trip back east. On my return and almost home I had a flat tire. Upon searching the truck the lug nut key for the dealer installed lock lug nuts was missing thus although the tire could be removed the locking lug could not be installed.On my return I called Surprise Ford service and explained the issue. They to this date have never called me back even after repeated messages. I then emailed their management than also has never contacted me back. I spoke to the parts dept and all they would do is schedule me for a service visit, charge me a shop hour per tire to remove the locking lugs, and charge me for a new set. Even though in order to roate my tires they would have had to un lock them first!! Thus where is my key that they used and has never been seen since??? I ordered at new key($20) using the id card their parts dept told me to....and of course, upon receipt it is different than the ones on my truck. I finally went to Big O tires and for $75 they removed the remaining 3 locking lugs and replace all four with plain ones. If you want competent service you can trust....stay away from Surprise Ford.
- Recommend this dealer? No
- Did the dealer honor all commitments made? No
Unethical [non-permissible content removed]
byon 10/16/2017
One word...awful. my husband and I stopped in to check out a used car he fell in love with. Everything was ok, until it turned into a nightmare. I had no intentions of putting my name on any paperwork and made that clear. My husband did not qualify on his own, and I was ready to walk. Then they GUARANTEED financing if I signed as primary, my credit isn't fantastic, but it was good enough to finance a new Dodge earlier in the year. They saw us pull up in it, so that was all they needed to bait me. I told them that they would run my credit once, and only once for the place they "knew" would approve us. 16 days pass and we heard nothing, but I started getting massive amounts of bank letters. Checked my credit and i couldnt believe how many times places were hitting me with hard inquiries. Went down there, very upset, and they got attitude right away. Not at all pleasant. They claimed they tried calling, but our phone records proved otherwise, and offered them proof which they skirted. Talked to finance who gave me a card and said they needed more documents, and to email them that night (even though they said we were approved by yet a second lender). I rushed home to email, have that proof that they were sent. Called multiple times and left our numbers for someone to call us back, and we got nothing. On the 30 day mark, my husband called again and we were told we needed to go down there. Once we arrived, they said if we left the lot in the car they would call it in stolen and have us ARRESTED. They refused to give us our trade-in back. We left the lot with no vehicle, and no trade-in and we were told to go back on Monday. We did. Except we sat there for an hour while everyone ignored us. We still do not have our trade in. They claim it will be here in 2 days. Why is it not in their possession according to Arizona State law? It is now 2 days with no vehicle. I have never been treated so poorly by any company in my life. But it's ok. What comes around goes around.
- Recommend this dealer? No
- Purchased a vehicle from this dealer? No
- Did the dealer honor all commitments made? No
Ford Warranty Service
byon 10/05/2017
Surprise Ford kept our 2015 CPO'd Ford Edge for approx. a week to try to find the problem with our malfunctioning hatchback closing with power assist. After replacing several items, they could not discover the cause of the malfunction and on the advice of an outside body shop, the service mgr.told us we needed to replace the hatchback at OUR EXPENSE. The vehicle had worked flawlessly for the first year of ownership. Ford Motor Warranty told us to take the vehicle to another Ford Dealer and so We took the car to Sanderson Ford who DID work with Ford Engineering to discover the problem was with a loose wire in the wiring harness within the hatchback. Wella -- ALL FIXED NOW. THANK YOU SANDERSON FORD FOR YOUR EXCELLENT SERVICE MECHANICS.
- Recommend this dealer? No
BUYER BEWARE
byon 10/04/2017
BUYER BEWARE! Surprise Ford is not an honest or ethical dealership! We traded a paid off vehicle for a Ford Focus ST and were told we were approved, signed paperwork and had the car for a week when they told us we needed to come back and sign again for a different bank. We went in to do that at 6:30p and were told that the finance guy Mark had left even though we had told them we would be there at that time. The finance person we were speaking with asked us if we could trade one of our other vehicles in addition to the one we had already traded which I found odd but he would not tell me why he was asking. We came back 2 days later for an appointment at 7p with Mark in finance, but he had left because he did not want to do his job and be the bearer of bad news. Our sales person Tony (who is awesome and the only honest person working there) was left to tell us Ford had screwed up the deal and we had to return the Focus ST. We went to a Earnhardt Hyundai dealership the next day and drove away in an Accent within a few hours financed through Hyundai with no problem and we were told that Surprise Ford had run our credit so many times through many different finance companies (without asking or notifying us) they had basically screwed themselves out of the deal. If I could give them 0 stars I would. I know I will get an automated response to this review asking me to contact the GM, however if they truly want to make this right (I don't know how they would do that at this point) they will contact me. The Focus St we were going to purchase was a white ST with approximately 600 miles on it, while we had it we realized it has a transmission issue and has since been put back up for sale, we do not know if the issue has been fixed so please beware if you go shopping at this dealership! This review will be posted on various public review websites as well as the Ford Corporation.
- Recommend this dealer? No
- Purchased a vehicle from this dealer? No
- Did the dealer honor all commitments made? No
Unethical Behavior
byon 08/13/2017
I do not recommend buying from this dealer! Buyer beware! I have been to many dealerships over the past few weeks. While most dealerships are going to try to take as much money as they can from you, this dealership does it in an unethical way. I went in last Sunday and they first quoted me a price that was way higher than the advertised internet price I originally inquired on. This is your typical bait and switch here, beware. After spending 3 hours of my day off here I had agreed on a firm out the door price. I let them know that I just had to approve it with my wife who was out of town. Upon returning in town my wife came in with me and we spent another 3 hours just to have them tell me that the best they can do is $3,000 higher than the price they quoted me on the previous week and they 'lost' the prior agreement! This dealership has terrible morals and should be punished for this unethical behavior. DO NOT BUY FROM THIS DEALERSHIP.
- Recommend this dealer? No
- Purchased a vehicle from this dealer? No
Same ol' Bait and Switch
byon 07/23/2017
Did you see the Surprise ad for your car? $2000 savings/rebate off MSRP giving you the lowest price advertised. Then $750 off for Loyalty Offer and another $500 off for Trade Group Offer or College Student Discount. Call ahead and ask if it has any Dealer Adds (add-ons). Get them to send you a copy of the completed contract for the EXACT price your car was advertised BEFORE you go. If you're naive (stupid) like me you'll visit the dealer. I saw $23,572 go to $31,000 on the first Quote Sheet (it lists all costs including taxes). That's over $5000 in dealer adds and tax for those adds. Scam, first clue: I saw green valve stems indicating nitrogen filled tires as I approached the car. Dealers don't give that away for free. Second clue, over 900 miles on odometer (I missed that one) for a new car. High miles on the car indicates it wasn't selling well, thus the 'low' price to move it. Dealer add-ons: ('they just can't be removed') SkyLink, Tinted windows, pin striping, door guards, protective paint coat, nitrogen tires, wheel lock lug nuts and a spoiler. What no fabric protection? They're not very detail oriented. Had I asked about add-ons I would never have gone there. I got a call from the Customer Relations Manager when they received my feed back from Ford Motor Co. She wanted to know what could be done to change my opinion. Honoring the advertised price was not an option for them. I stated (not argued) that the first Quote Sheet was outrageous and the succeeding ones weren't much better. She argued they were legal documents. I pointed out (not argued) that doesn't change the fact the advertised price was not Honored. She had more to say. I just asked for the advertised price. Polite good-bye on both sides.
- Recommend this dealer? No
- Purchased a vehicle from this dealer? Yes
- Did the dealer honor all commitments made? No
Long and stressful experience
byon 03/25/2017
I thought I had done all my homework on my future purchase here. I made a couple of enquiries within a four-day period. In that time I received conflicting information via email. That was my warning! After driving over an hour to pick up my new car, I was low-balled for my trade and they added an almost $3,000 of additions they made to the car not included in the sale price! When I saw the numbers I told him I would never accept a lowball offer on my trade and I would never pay for an undisclosed charge! I've been shipped the hand of the salesman to leave completely angered and stressed for driving an hour! They rushed out to make me a deal in the parking lot! Absolutely ludicrous that things are still done this way. I did buy the car(only because the internet team made a mistake and quoted me over $2,000 less than their internet price) but I was in their building from 7 p.m. to 11 p.m.! The car did not have gas in it and the mats were missing! It also had a pending recall that I asked to be reviewed and I was never given paperwork to show it was completed.
- Recommend this dealer? No
- Purchased a vehicle from this dealer? Yes
- Did the dealer honor all commitments made? No
Bait and Switch
byon 01/09/2017
Do not trust one word these people say. You know when you look at a company's reviews, and decide to give them the benefit of the doubt, and almost all of the reviews were right? That's what happened to me with Surprise Ford (wildly appropriate name, by the way!) Saw a car advertised on TrueCar, called and spoke to a salesman who told me that the car was still in stock, would go and look at it for me then call me back. Had another salesman call me back to tell me that he had the perfect car for me (coincidentally the car that I had inquired about) and when could I get over there to see it. Since the car was for my disabled brother, and I was doing this exercise long distance, I told him I would Uber my brother over right away. When my brother arrived, he was sent to a different lot to go look at the car. When he got to the lot, he was unable to find the car and went back to the main dealership. The salesman then informed him that the car had sold in the last few minutes, but he would be more than happy to sell us a car for a few thousand more. I called him on the very obvious bait and switch ploy, and after asking to speak to the manager 5 different times and being disconnected, I finally spoke with John, the manager. John advised me that in fact, the car had been sold for some time, and he didn't know why it was still on the website (it still is today, by the way) and that they don't train their salespeople to lie. Seriously? 2 different sales people pulled the same ploy, and they weren't trained to do this? This is everything that people worry about when going to a dealership to buy a used car. Great work, Surprise Ford.
- Recommend this dealer? No
- Purchased a vehicle from this dealer? No
- Did the dealer honor all commitments made? No
Stay away!
byon 09/25/2016
Surprise Ford is the worst! Unprofessional management and staff. A horrible place to do business! Their ethics are seriously questionable!
- Recommend this dealer? No
- Purchased a vehicle from this dealer? Yes
- Did the dealer honor all commitments made? No
No Integrity, Dishonest
byon 03/27/2016
NO INTEGRITY WHAT SO EVER! WORST dealership in the Valley hands down! I was treated so poorly at Surprise Ford that I am no longer a loyal Ford customer and I will never again purchase a vehicle through a dealership. My sales person was fine but the finance manager and manager on duty have no integrity at all. They're both snakes and are not to be trusted. I have contacted a lawyer regarding my situation with Surprise Ford and he said it definitely sounds like dealer fraud and wants to pursue but I'm trying to weigh if it's worth dealing with these jerks any further. I felt intimidated and quite frankly scared of how I was treated there which is how they want you to feel. I can't go into specifics right now because I'm speaking with an attorney. Just suffice it to say there are much less slimy dealerships in the Valley. And by the way the company that owns this dealership also owns Peoria Ford and Camelback Ford which I have talked a friend out of buying from Peoria Ford, he went to Sanderson Ford instead.
- Recommend this dealer? No
- Purchased a vehicle from this dealer? Yes
scams and lies
byon 11/13/2015
People at this dealership do not understand when you say" I do not want any extended warranties or scam paint and fabric protection plans" finance officer Del put a Zaktek paint protection in contract anyway for over $900. When I complained the manager took $600. off but left $297 on contract because Zaktek had already been applied. This was a used 2013 fusion, how many times do they put this on a vehicle and charge inflated prices for something you can get at any auto parts place for under $20. It is really a shame a dealership can harm Ford's engineers and factory workers dedication to make a fine product.
- Recommend this dealer? No
- Purchased a vehicle from this dealer? Yes
- Did the dealer honor all commitments made? Not Applicable
Lowest stress buying experience ever for me
byon 03/25/2015
Carol Krecker was great as was her boss Dan. Lowest stress buying experience ever for me and many thanks on that! Chris W. - Avondale, AZ
- Recommend this dealer? Yes
- Purchased a vehicle from this dealer? Yes
- Did the dealer honor all commitments made? Yes
Not a Surprise as part of van_tuyl group
byon 02/09/2015
They had a new Ford listed at a fair price. Problem was trying to buy the car for advertised price. After many hours of negotiation over the phone it was clear this dealer had no intention on selling for listed price. They said they would but in the end when it was time to sign the dotted line they added in pinstripe, window tint and sealant at a very inflated price. Like all van tuyl group dealers its best to go elsewhere! Famous words are its all new management, they are being bought out by a larger group. But, things never change at this dealership.
- Recommend this dealer? No
- Purchased a vehicle from this dealer? No
