Surprise Ford Service 16825 West Waddell Road, Surprise, AZ 85388

"Had warranty compressor replaced and they scratched our hood and fender. Spoke to the service adviser and they asked for pictures and never responded back after email was sent this was in May of 2023. Fast forward to Nov of 23 and noticed oil leaking from the rear end in my driveway. Returned it to dealership (because I didn’t learn from the first time) car has been there 5 days and I was told it would be 3-5 days to diagnose an oil leak. Vehicle still has not been looked at? The response I received is that each tech is behind about 50 cars behind. We own 3 Chevys and a Jeep and any time I have service performed the diagnosis is done upon admittance and I receive a text and notice to proceed on same day. If Surprise Ford is so far behind then the service manager needs to google Triage. Do to the time constraints I will provide it for you, triage /trē-äzh′, trē′äzh″/ noun A process for sorting injured people into groups based on their need for or likely benefit from immediate medical treatment. Triage is used in hospital emergency rooms, on battlefields, and at disaster sites when limited medical resources must be allocated. A system used to allocate a scarce commodity, such as food, only to those capable of deriving the greatest benefit from it. A process in which things are ranked in terms of importance or priority. This is a simple fix."

"I went in for “The Works” service. A young kid came out and asked if I had an appointment. Never introduced himself. Then I was instructed to stand by my truck in the heat while the advisor was still on the phone. So I did. The Advisor then came out and never introduced himself. Took my truck in for service and I was given a window of 1.5-2 hours. He asked if I was staying and I told him I needed a ride home. I was sent to the waiting area, also outside, while they call a Lyft. I was advised the Lyft is $9.95. Sad to see they don’t offer shuttle services anymore. I got a call 3 hours later it was finally done. When I went to pick up the truck I was signing the paperwork and was asked to leave a rating. I circled 3 for mediocre service at best. It was less than stellar. He confronted me on why a 3 rating. So I explained how I was treated. He led the way to the truck because I was told I have a possible coolant leak and I inquired if they topped it off. He did not know so we went out to verify I can make it home safe. I asked what his name was since he never introduced himself. He finally told me his name. I will not repeat it to keep him anonymous. He became agitated and then proceeded to mutter “ I rely on these ratings for my paycheck” . That should not be part of the experience at all. If you provide mediocre service you get a mediocre rating. Exactly what part of that process deserves 5 stars. You should be ashamed of yourself for guilt tripping a customer for average service at best! The sales department at this location has something to be desired as well but that’s another story. Good luck in your endeavors Surprise Ford. Your crew needs some work in hospitality and friendly customer service."

"Made the mistake of buying the extended warranty through Ford for my Toyota Truck. Made the appt for my covered oil change, showed up to this service center 10 minutes early, and not a single soul around to ask where or how to check in. So I sit. Until I notice the parts dept in the back. They point me to where I was just sitting, and I stand there another 15 minutes. Not a single hello, be right with you, anything. Maybe because they won't be making any money on my service? Who knows, read the reviews, don't come here."

"DO NOT GO HERE FOR SERVICE: I had an appointment for an oil change today. I arrived 10 min early for the appointment & was told it would be 60-90 minutes. I waited for 2+ hours with no updates from any service representatives - there were about 5 of them sitting at their desks hardly working. At the 2 hour mark after my appointment time I decided to check on my truck. They hadn’t even started the service!! The service rep said they would “get to it,” and didn’t do anything to make it right. I cancelled the service & am never going back to this dealership."

"took truck in for driver seat moving approved quote. when we got truck back motor is loud moving forward and grinding when going back. wife called Monday is first open time she said we would drop it of Sunday night. went down and both entrances are block. what good does an overnight drop do when you can not access it"