Sutton Ford — Local services in Rich Township

THE WORST CUSTOMER SERVICE AROUND . If you don’t like knowing what’s going on with your car or terrible customer service this is the perfect dealership for you ! Sales end of the dealership was great and had no issues there, but besides the sales department this dealership is so unorganized and has the worst customer service around. It’s almost funny how bad your customer service is, and it’s not just a one time thing either. Months ago we had issues with the car and it needed to be serviced “ no problem at all ,stuff happens with cars “ brought the car in and was told they would call back with info on what’s wrong and they never did. Days after dropping the car off we called multiple times and left voicemails and never got called back . We had to call and ask for a SALES manger just to find out what was going on with the car . When we went to pick up the car the service member who helped us ( don’t remember his name ) was very rude and can tell he was upset that we had to get other people involved. Now to this week I had a check engine light come on, so I called to see when we can the car in and what form of warranty we had on the car . I called multiple times and every time the call was directed to the managers office it went straight to voicemail. Left a voicemail with all contact info and as always was never called back . The next day I called again and same thing. So I ended up calling multiple times and never once got anything back. So I called the services department and left a voice mail and what do you know same thing. It’s crazy that I can call over 7 times in two days legit just trying to talk to someone to figure out what my next steps are to get my car fixed and they never once contacted me back . So ya you can say your dealership is terrible. Also your front desk lady when I called for the 7th time yesterday I asked to speak to someone and not just a voicemail and she decided to give me a attitude. Unbelievable on how bad your customer service is as a whole. I’ve gone from recommending all my friend a and family to your dealership to telling everyone I get the chance to on how bad your service is. And I mean I’ve been telling everyone and every other Ford dealership. Oh ya and I have multiple friends who worked /work for you and I go and tell them about my experience and they all say “ sounds like Sutton” So great job at having terrible customer service and giving work to other local Ford dealerships cause that’s about the best form of service I have gotten from your dealership. DO NOT GET YOUR CAR...

Suuton Ford sold me a lemon. My 2014 Nissan Altima was purchased Sept '21 for around $15k. In 23 months of ownership, I was given billing for repairs in excess of $5k in repairs... nothing was covered by Sutton Ford's "24 month warranty." The service department hand waved me every time I had issues, saying I had to call and sort it out with the warranty company myself.

The entire underside was rusted and the entire rear suspension was cracked through and going to collapse. It looked like what I'd expect a WWII jeep's underside would look like, not a car with less than 10 years driving. This didn't happen overnight nor during my daily driving (10 miles/day to and from work, all on paved road) contribute to these issues. Let me be clear: 2 years ago, a professional inspection of this car would probably determined the car barely drivable, and no one with a conscience would have deemed it sellable. They are either too incompetent or too dishonest to find or disclose these issues.

Less than 2 years after the purchase, I traded in this lemon at a huge loss. The only difference I see between Sutton Ford and someone who would stick a gun in my face and take my money is honesty. Because a mugger would honestly do what Sutton Ford did to me through paperwork.

I have made sound financial decisions in the last couple years where I have saved money and paid down debt. The purchase I made from Sutton Ford has erased all of those gains and will continue to leave me worse off for the next 5 years going forward. It will have lasting effect on my emergency savings, any other money I'd be putting aside, money to fix up my place. It's all 5 years away.

The attitude I have been met with at every turn has that I should never have expected good service because I was dumb enough to buy from Sutton Ford. Not sure if it is incompetence or dishonesty, but I know I can't afford to find out. I will never buy a used or new car from you again and I will go out of my way to tell how bad my experience was to anyone buying a car. They don't inspect used cars and know they will not support them. What does that say of their treatment of new cars they sell?

They treat you like a customer until the sale is final... then you are just a...

Being in a service oriented industry, I'm very keen on good customer care. It's important to me. Not just because it's good business, but simply because, in providing good care, you teach people how to treat you.

I like to think that EVERYONE is a VIP. EVERYONE is entitled to and deserve to be treated with respect and well.... Good service.

It's the ethics of reciprocity as stated in Matthew 7:12 , “So then, in everything treat others the same way you want them to treat you, for this is the essence of the Law and the writings of the Prophets" (Amplified).

Now, when I have a bad consumer experience, I don't lash out. I just don't patronize that business anymore, nor recommend.

So when I come across a business entity that exceeds my expectations, I don't shy away from calling them out and recognizing their performance.

AS MUCH AS I ABSOLUTELY LOATHE the car buying experience, I have to say, that both the service department and the sales department at Sutton Ford in Matteson, IL. were exceptional.

Do they want to make me return to service or the sale floor again? No. The amount of paperwork alone makes the purchasing or $500,0000 property a much easier proposition.

However, God forbid, if I ever had to return and make a car purchase or repair, I wouldn't hesitate.

When the cost of repairs to my old vehicle exceeded its value, Melissa Lebran in service treated the news with empathy, understanding and even a bit of levity.

Then, when purchasing a new vehicle was the only logical option, the Sutton Ford team reached out asked my interest, and invited me into the showroom. Frank Hunt was also, helpful, compassionate, understanding and sensitive to MY concerns and needs.

Frank wasted no time, and found something that fit my needs.

Then the finance team did what they could to place me in the best, win-win position possible.

It was a long morning but I left stressless thanks to my outstanding Salesman, Frank Hunt and the Sutton team.

It kinda felt like doing business with a good friend than a perfect stranger.

Thanks Team! Much Appreciation for making what I thought would be a stressful day to a pleasant experience.

Well Done. Your Servant,...