Surprise Ford — Local services in Surprise

I brought my car down for a new pcm. Zack was every help full. With in a couple of days I receive my car back looked just like i brought it clean. But the check engine light came back on so they said that the new pcm had to be replaced and that it was under warranty. It would take 3days to receive it and probably 2 day to reprogram and test drive. I said no problem its has 3/4 full tank. Just pl try to keep it out of the sun it is a garaged keep. They said they do what they can. But when I received my car again my gas was below1/4 to empty I had to get gas on my way home and I live right down the street. They test drove my car over 206miles.. Now as I approached my car I seen it had smug marks all over it the hood bumpers finders and scratch marks. It also looked like it was in a dust storm or they test drove it on dirt roads. I have never seen my car this dirty before even under the hood had piles of dirt all over. And my push bumper was pushed in like they hit something the PA on the push bumper was bent and a corner was broke. I told the service tech to have Zack call me that I was every disappointed. I ended up calling Zack up the next day around 10am he said bring it in and they will see what they can do. When I brought back it and showed Zack he said they can't help with the dust and understand the oil smug marks all over. And would clean it. But didn't want no part of the push bumper and the cracked and chipped PA saying that he can't see anyone or anything hitting it. That that's what there their for. And that he would have anouther car that was damaged on the lot. I told him maybe that car got sent out like mine but they didn't catch it. I even asked if they had pictures of my car when it was brought in and they said no. Then I think I started to eritate him by asking if there are going to look into the push bumper and PA and thats when Zack said that he felt I was trying to get more free work out of him. And that he is already having to pay 300 dollars out of his pocket to have my car cleaned. Because of the oil Smugs and scratches my guys did..I told him my car was already detailed before it came here. And that iam not looking for anything free I just spent over 2000 dollars I just want my car like it was when I dropped it off. That's when he's said that if I want to get an attitude I can just get in my car and leave. I told him I would like to see his manager and that's why I do my own work on my car. Zack said he's the same way he hats bring his car anywhere to be worked on.And that like he's said they will see what they can do.. So I just left the conversation like that. And went to the front and asked for the manager. When I was brought into the managers office he was talking to anouther employee when they were done he didn't enterduse his self so I don't even know his name. He just asked me what was the problem. And as we went to my car I explained. And he said that my bumper had old crack marks on it and that it's an old car. And I said ya it's an 2010 police car. The bumper has nothing to do with the push bumper or PA. Of course it has some old scratches. I just don't want more new scratches. Just cause its old don't mean people can take advantage and scratch it or damaged it. I put alot of money time into my car everything has been redone on it.. And again he just said that they will see what they can do.I even told him what Zack said about me trying to get free work done and that iam not I understand things happening iam even willing to pay 1/2 just to get this resolved but iam not taking my car back this way. I even mentioned how I had 3/4 of a full tank of gas and when I received it I didn't even have enough to get home. Over 206 miles they test drove it. And that they could of called me I have a gas card I would of paid for gas. I don't even let my gas get that low. Because the fuel pump starts sucking all the old particles from the bottom of the tank. That's when the manager just said like I said we will look into it. And still never told me what there going to do or when I can...

Had an awful experience this evening working with someone from finance. (Didn't get his name.) Wasn't sure about getting a vehicle but I'm determined to get one from somewhere else after walking away feeling pretty insulted and demeaned after working with Surprise Ford.

I was initially delighted to work with Jaime who welcomed us from sales. The wait was on the longer side as one of their sales people seized and was seeking medical attention from first responders in a vehicle when we arrived.

When discussing numbers and payments, we met with someone from finance. He introduced himself as someone who "didn't know much about the cars" because he "was just in finance" and then proceeded to bring up specific points in discussion about the vehicles rarity and so on showing me what he was saying was pretty untrustworthy from the start. Throughout the conversation he was forceful and not understanding and seemed like he was concerned more about time (it was before close) than hearing me out and trying to understand me or my partner.

The trade in appraisal was lower than expecting of course but he was using a very unclear way of calculating what my down and trade in value was with taxes and fees and wouldn't let me get a question in when I was just trying to see what things would be like on paper. It was like he was trying to see if we were worth his time and staying late to help us. We would have been more than happy to leave if it was closing to time but that wasn't mentioned and he kept saying "are you serious or are you sure you want to look at numbers" multiple times.

From there, when trying to discuss what payments would look like after these fees and taxes would be, he eventually told me in a proud manner that I should look for a cheaper car because I can't afford this one. This was so off the mark and ridiculous to say to a customer when you're trying to sell them something. I wouldn't be discussing buying a car and negotiating if I couldn't afford it. This person didn't even know what I was looking for and what I could afford and we were negotiating what prices would even look like at this point. He wasn't even a salesman and even said that in his defense after I told him he lost us and made us feel put out after that comment.

It was clear I should not have been talking with this person who communicated and treated us so poorly. This was just bizarre and it's clear that person from finance wasn't even thinking of us as customers and trying to get home. He didn't even apologize for what he said when I explained how we felt.

Expect this when dealing with Surprise Ford.

Update: 3 says later, calling the number provided and dealership I've been shuffled around and even directed to call Peoria Ford for assistance. This just doesn't make sense.

Final Update: Was given the run around and asked to speak to the manager at Surprise Ford and left multiple messages. Jaime retuned my call and I let her know I was waiting for the above parties to get back to me. The manager didn't end up returning my calls which is a shame because we should not have been talked to or treated this way. I can't imagine doing...

Update: Got my tags finally in February. 5 months after I got the car. They have bad communication. I can’t tell you how many times I told them I was keeping my old license plate. Every single person I talked to was super confused and dumbfounded. I got my tags finally and somehow a new license plate, thankfully it was the same sequence that my old plate was or I would have been more upset. But still haven’t received my paperwork they had me resign for my car because they couldn’t get my information right and it’s march. I don’t recommend going here whatsoever. This place was okay with letting me drive my car illegally and possibly get pulled over. I did have a long talk with a cop too so thanks for that. This whole situation has been unending, stressful, ridiculous, unprofessional and it has left me with a headache. Also a stern and terrible talk with a cop. Still waiting for my paperwork.

I bought my car in AUGUST. I drove over 4 hours to this place. After being put through the work around and lied to. They had me switch my items to the car I was buying so I figured our deal was good and solid. They also took my car away I was trading. I went in to sign paperwork to be told I would have to pay over $100 more a month and it was like pulling teeth to get GAP included. I was promised 2 free oil changes but of course that was a lie. They threw in the engine warranty to try to make the deal better. I informed my sales representative that he had my address wrong and he told me he fixed it and it shouldn’t matter. I informed the finance representative as well he also had my email wrong. So I did not look over my paperwork after that. Assuming it was now correct. I got home to realize the address was still wrong. I called them immediately and they mentioned they were going to have to have me resign paperwork. So they mailed the paperwork I resigned and was told they will send the copy of the paperwork. I have not received my tags or paperwork for my car and my temp license plate expired in OCTOBER. They can send me these dumb photos of when I bought my car but not the actual paperwork that matters. I have called multiple times to be told I will get a call back. Of course I don’t. I ask to talk to a manager and there’s no one available they will call me back. Of course they don’t. When I went to pay my account on the financial place. Turns out neither my address or email was correct and I had to manually fix it. Overall bad and terrible place. DO NOT RECOMMEND. Still waiting for...