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Surprise Ford


Country United States
State Arizona
City Surprise
Address 16825 W Waddell Rd
Phone 623-792-2522
Website https://www.surpriseford.com/

Surprise Ford Reviews

  • May 1, 2019

Purchased a vehicle from this dealership on Sunday afternoon (3/31/2019) and purchased an extended warranty on the vehicle to protect it for up to two years. After three weeks the car engine seized without warning and shut down on the freeway on Thursday morning at approx 8am, 4/25/2019.

I pulled over immediately and called my salesperson. The dealership paid to have it towed and said they would take care of it. Once they received the vehicle and put the vehicle in their service department. They inspected the vehicle to determine that the oil plug fell out and was not secured which caused the engine to seize.

Keep in mind they are the ones that did the oil change at the time of my purchase and release of the vehicle along with a safety inspection. They had Hyundai look at the vehicle and they said the dealership was liable since they did the oil change and caused the issue. The service manager wanted to call our car insurance and claim vandalism in order to get it repaired.

I didn't see the correlation and we did the call in their conference room at the Surprise Ford Dealership with Rob Hubler the General Manager. On the open conference call on 4/26/2018, Rochelle Wagner policyholder Service manager and Rob called Geico on open mic conference for all parties to hear. Rob Hubler explained the situation and Geico came back and said it is the responsibility of the dealership to fix the car for negligence on securing that plug and torque it down.

Rob was clearly upset at another party saying his dealership was liable. Issued an onsite rental car as he figured this out and assured us he would take care of it. He does this insurance thing all the time and it always works. I didnt understand why we were calling them and asked them to pursue the extended warranty we purchased for 2500.00 to ensure no issues for mechanical repairs for 2 years.

They kept pushing back but finally did call on 5/1/2019 to pursue that option after much pressure from our part to do so. We were assured at the time of purchase for 2 years all defects were covered on our vehicle with this plan. The extended warranty /mechanical warranty people came back with same conclusion that this was the fault of dealership and negligence from the oil change done at time of sale by not securing the oil plug.

On 5/2 we spoke with Rob Hubler and gave the details and expectations we have for a resolution. He said he was not paying for a new engine no matter what and for me to get a lawyer. I said what happened to “we will take care of it”! So, looks like we have to pursue those options. I asked for the garage and service department insurance since every other business party in this matter states that who should pay the repairs for the dealership’s negligence.

He refused to provide me the information to corporate, garage service insurance for their service dept. , and service records for vehicle and told me to lawyer up and he can’t talk to me any further. Even his sales and finance people came to me privately and contacted me and stated he is wrong for this and should be covering this damage. They recommended to call and pursue other options to get help because this is wrong.

This situation is on the verge on financially ruining me. I haven’t even made my first car payment on the vehicle and the damage this negligent service on the oil change the dealership did for the purchase caused these issues. I can’t afford the 9,000 on a 22,000 vehicle I just purchased for work and to care for my disabled sister.

How do I transport her and help my mom with her? My mom just had surgery herself. I need the help of the governing bodies of this business to step in and help. This is unacceptable professional behavior and practice. I did everything to protet myself and do the right thing with full coverage insurance, extended warranty they suggested and said every issue for two years would be covered.

We have went to service places , other dealerships, insurance companies, mechanical/extended warranty companies and they all say they are lliable for negligence and not doing proper safety and torque to standards on the oil plug. They may have hand tightened and it obviously came loose over time and feel out about 1200 miles after the change 3 weeks later for not being secure. They safety security system never said a thing either or service light it just froze and stopped working.

  • May 19, 2016

On 10/9/14 my daughter took her 2010 Ford Edge to Surprise Ford because she was having operation issues withn the sunroof. One of the air shields had fallen off so she wanted to know what needed to be done. Their service technician recommended replacement of BOTH accordian shields at a cost of $475.00. She declined, brought the car home where I put the shield back in place with no effort or expense. It remained in place until the next visit to Ford. See Surprise Ford service invoice 501075.

On 9/19/15 the car was brought back to Surprise Ford for more sunroof issues. This time the sunroof was needing manual assistance to open and close. This time the recommendation was for major repairs and parts replacement at a cost of $4624.00. This diagnosis cost her $119.5 and it states not to use the roof due to broken parts and the possibility of it never closing again. She declined due to cost of repairs and left. See Surprise Ford service invoice 513290.

A few days later I met with Service Manager Nathan Barnes who said he would seek assistance from Ford Corporation. Days later I was told nothing could be done but Barnes suggested we take the car to an independent vendor, Arizona Sun Tops in Phoenix. My daughter temporarily put repairs on hold

On 5/5/16 we took the car to Az Sun Tops where the owner Kerry Howton, said it would most likely be damaged cables and would likely cost $1800.00 to repair. The car was left and a day later we were told the car was fixed. It needed the tracks that the mechanism travels in cleaned, lubricated and some minor adjustment. Total cost of $300.00. Yes....only $300.00. Az Sun Tops is the most honest, credible business we have ever dealt with.

Upon arriving home, my daughter operated the sunroof, opening and closing it a few times. It worked perfectly. The she noticed that BOTH of the accordian shields were missing. She immediately called Az Sun Tops and was told the technician had noted them missing when the roof was opened. Therefore, the last place it was opened prior to Az Sun Tops was Surprise Ford when she was told to not open it until repairs were done.

On or about 5/9/16, I again met with Barnes and explained the accordian shield issue. I asked him to provide replacements at no cost and that I would install them. Since that date and several phone conversations, Barnes told me there was nothing they could do.

I have documentation of these transactions that clearly shows an attempt to perform costly repairs that were never needed. Looks like fraud to me. I have tried to contact the owner, Pat Hickey but apparently he is far too elusive to speak to us mortals.

All that my daughter wanted was an operational sun roof and did not deserve the nightmare like treatment she received. This problem could have been easily resolved by refunding the $119.95 diagnosis fee (for the fraudulent diagnosis) and replacement of the missing accordian shields. Unfortunately, Surprise Ford can not afford a $300.00 remedy and would rather have an ANGRY DAD, who will not give up on this quest.

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