Surprise Ford
Reviews and Complaints

They yelled at me and made me lease a vehicle under pressure and wrong directions, now I'm in a bad financial situation. I wanted to buy a truck, but I was definitely pushed into this by shady salesman and financial officer. They kept my vehicle's keys after inspecting it for a possible trade-in, but they didn't even apply it to the lease. I'll end up paying $60-$80k for a $45k F150. This is the worst dealership I've ever visited.

Me and my hubby, we got ourselves some wheels from this car place in August . The money guy said we gotta get this extra warranty and gap thingy to get approved by the Credit Union. He said the Credit Union made us do it. So, I went and asked the Credit Union, and they said that ain't true. I told Ford about it, and turns out the money guy and the sales dude were pulling a fast one to make more money. They got the boot. But now, they don't wanna fix a problem with my ride that they promised to fix before I bought this fancy SUV. There were three problems, and they fixed two of 'em, but the third one is a known issue with the seat cushion in most 2020 rides.

I just wanna say how blessed we feel to deal with Surprise Ford. We got my husbands F150 from them are there was mechanical issue right away. They took him in and did all they can do address the issue including giving him rental. When they realized it was gonna take longer then anticipated they stepped out and gave him a used F150 truck off the lot to drive as rental. Later unable to fix the issue Surprise ford went above and beyond to get him into a new truck and not any new one but his dream one .. THEY MADE IT HAPPEN ... THANK YOU SURPRISE FORD ...ONE HAPPY MAN this is what you call A+ service and going above and beyond from sales , service to management ALL DEPARTMENTS AT SURPRISE FORD ROCK!

I had an oil change on my 2014 Lincoln Mks at Surprise Ford about 4 months ago. The Service manager showed me a print of the last oil change and mentioned that there was oil seepage. However, the service advisor never brought it to my attention. I only found out about it when my temperature light came on recently and I had it checked by another ASE Certified Technician at a local Dealership. They discovered that there was seepage coming from the water pump, which is part of the engine itself. Fixing it is quite expensive because of the lack of intelligence from the staff and technician. The mechanic also noticed that the oil filter seemed like it had never been changed along with the oil. Unfortunately, nothing has been done to resolve this issue.

Surprise Ford is a really bad place. I took my Platinum there for warranty work and they didn't take care of it at all. The service writer was terrible. He got mad because our survey about their service wasn't good. He told us to do the survey again, but we said we would only do it when we were satisfied with the warranty work. We took it back again and he said we had to go to a different dealership. All because he didn't get a good survey. He even sent us a second survey asking us to redo it. When we refused, he refused to do the warranty work. I talked to the Service Manager, but he didn't want our business because of our bad survey. Needless to say, we will never buy from Surprise Ford again and we definitely won't recommend their service. They won't do the warranty work, which I thought was illegal.

I bought a 2017 Mustang and had it shipped to my home in Virginia. When it arrived, the brake lights, interior lights, and turn signal weren't working, even though Surprise Ford inspected it. I had to immediately take it to a local Ford dealership where they had to replace a part covered under my extended warranty. I had to pay a $100 deductible for this, which I felt the dealership owed me. After about 15 phone calls to several managers who didn't return my calls after making them aware of the issue, I wrote a negative review on their website for poor customer service. Finally, after getting the National Ford customer service rep involved on a phone call, I was able to get my answer. The GM Manager Pehz said he would only give me the $100 deductible back if I took my review down! Wow! I said I shouldn't have to take down the review to get what should be mine, so I guess my next step is the ComplaintsBoard.com. These guys are ruthless! Don't trust anyone of them!

After tryin to get in touch with a sales guy at Surprise Ford in Surprise, AZ for a few days, I finally got referred to Alex L. He and his boss Doug (no last name given) helped me agree on a price for a used Lincoln. We both signed the agreement that same day, but since I'm an out-of-state buyer, we had to communicate through text, phone, and email, which was kinda slow. I was cool with it at first, but then I started gettin worried when I gave 'em my debit card info for the $500 deposit and didn't hear much back. The few times I did talk to 'em over the next 3 days, they just made excuses like "we're super busy this weekend" and "we don't have enough staff" and said they'd "check on my application." On the 3rd day, I got suspicious when I saw that the car wasn't on their website anymore and my card hadn't been charged. Then on the 4th day, I got a notification sayin' the car was sold and not available anymore. They straight up sold the car right out from under me. So I started lookin' up online reviews of this dealership, which I usually take with a grain of salt, but turns out this kinda thing happens a lot with them. I know the signed agreement ain't legally binding, but what if they had charged my card and then said it was non-refundable? Luckily, no money changed hands, so no harm done, but it's just plain wrong to treat customers like this. If there was a way to punish the dealership, I'd be all for it.

I took my truck to Surprise Ford in September for some warranty issues. One problem was the driver seat moving, which my service advisor said was normal. I had to show them a TSB before they did anything about it. Another issue was my rear suspension making noise. They claimed it was normal and couldn't replicate it, so they just cleaned and lubed some clips. On November 1st, I brought my truck back because the suspension was worse. I showed them the problem, but my advisor didn't care and suggested I go elsewhere. He also mentioned that I didn't give a 5-star review last time. Because of that, they refused to service my truck anymore. Surprise Ford denied warranty work on my fully covered truck just because of a survey! Has anyone ever seen that before? So, if you want to bring your vehicle here, make sure to give a 5-star review or you'll be banned! They claim they want another opinion, but they won't even look at it again. They lie to protect their employees and don't care about the customer. They know someone else will take my place. If you care about your vehicle and want respect, NEVER TAKE IT TO SURPRISE FORD AND NEVER USE my advisor's name!

I bought a 2017 Ford Fusion SE with a 1.5L ecoboost motor brand new in January and started having issues for the past year and a half. I do all scheduled maintenance on my vehicle. At 39K miles, the car stalled and the check engine light appeared. My service advisor told me it was a bad throttle body, which was covered under warranty. At 40K miles, there was a recall stating that the steering wheel nut could possibly become loose and the steering wheel could detach while driving, also covered under warranty. At 45K miles, there was another recall that required an update because coolant could possibly leak into the cylinder head, covered under warranty. At 53K miles, the camshaft positioning sensor failed, causing the check engine light to appear. It was covered under warranty. Lastly, in early February , while driving on the freeway, I lost power and the check engine light started flashing. I pulled over to check and the engine was idling rough. I hooked it up to a diagnosis tool and it gave me code P0302, indicating a misfire in cylinder 2. I took it to the dealer and they told me that there was internal damage done to the piston and it needed a long block or engine replacement at 61K miles! I contacted the Ford customer care center and they told me they would only cover 55% of the $8.9K cost because it was outside the factory warranty of 60K miles. I had confirmed the extended warranty and did so a little over 60K miles right before my motor blew. It's absolutely ridiculous! I don't feel I should pay for this; it's a Ford defect on their part. I am a U.S. military veteran of 20 years of faithful service to our country. I had to seek a non-profit veteran foundation for the remaining 45%. Furthermore, Ford has one of the worst customer service in the industry. I spoke to multiple reps along with one supervisor at Ford Customer Care, and they kept telling me that they don't have a phone or an email to contact corporate, just an address to write them a letter. Really?! Who writes a letter these days with all the technology we have today and with Ford being a large corporation not having this option? I feel like they just don't care and don't want to deal with the issue. All I'm asking for is for them to make it right. The motor should not have been replaced on a 4-year-old vehicle with 61K miles. I did some research and it appears Ford knows about this issue but does nothing to make it right. If I could rate Ford on every customer service platform, I would give zero stars out of 5. I will not purchase nor recommend Ford to anyone, EVER! After I got my motor replaced, I had to turn it back to my advisor due to the check engine light and hard idle four days later. The service tech found rodent damage to the fuel pressure rail harness, which was no one's fault. I paid $400 out of pocket because the insurance deductible threshold is $500. A week after I got it back, I got another check engine and wrench light. The dealer told me it was a bad throttle body and the wire harness may need to be replaced. They just replaced the throttle body and not the harness. A week and a half later, the same issue occurred, and this time they are replacing the wire harness. They first quoted me that I would have my vehicle back on Thursday, May 13th or Friday, May 14th at the latest. I got a text from my advisor stating that my tech had ordered the wrong harness and had to overnight the right part. Overall, I may have had my car for a month in total since February and it's now May 16th. My advisor told me that he will have his tech finish it on Saturday and I can pick it up on Monday, May 17th. I picked up my vehicle today, May 17th, and when I got in it, the check engine light was on. My advisor ran the code and it came back as the mass air flow temperature sensor. I checked the harness and it was not hooked up. After I got home, which is about 2 miles from the dealer, I got in my car and the check engine light was back on again. I got it back to the dealer and ran the code, and it came back for the knock sensor. That too was not connected. My advisor told me that he had his best tech on this job. Really? You have your best tech on the job and they keep making the same mistake. I can't wrap my head around how terrible this place is run. Do you think this is acceptable? I do not. I would also like to add that neither my service advisor, Dave, nor the Service Director, Anoelle Azar, addressed the issue or apologized for the time or inconvenience it caused my family. I have requested on multiple occasions for someone from senior leadership to return my call and still nothing. I'm highly disappointed in Surprise Ford and Ford as a brand. It's absolutely unacceptable! Avoid this dealership!

I was told by the salesman many times that the online credit app would be a soft inquiry. They lied and it's on my credit report. I want them to remove their inquiry from my report. When I called, they were dismissive and said they only do hard inquiries on credit checks. Judging by their replies to other negative reviews, that's not true.

They wont stop calling me since October . I told a bunch of folks in the company that I already bought a car somewhere else and aint lookin' no more. Every time I block one number, another number rings me up once a week. They want me to call 'em back 'cause they got a question for me. But I already said I dont wanna be bothered no more. They said they'd remove me from their list, but they aint stopped callin' me.

I bought a car from Surprise Ford in ***. I had a trade-in worth $60,000 and a loan of $15,400 on it. Later, when I tried to sell the car in ***, two different dealerships showed interest but encountered problems. The car seemed to have a clean title until we discovered that the *** had been replaced. After contacting the state of ***, where the replacement *** came from, we found out that the truck had been reported stolen before. Surprise Ford never mentioned any of this when they sold me the car. It's a dishonest business practice. The sales manager told me that if I wanted full credit for the car, it would have to be in the form of a trade-in only. I wouldn't get a full refund if I sold it back to them.

We had our *** F350 towed to Surprise Ford on 9/4. They told us that there was water in the fuel, which they said voided the warranty. Surprise Ford did the repair and we paid them $18,087.60. The initial quote was $16K. Then, *** called us on a Friday before closing and said they needed an additional 2k for broken bolts (which they broke themselves). They said they couldn't finish the repair until they received the extra 2k. Since *** was off on Saturday, we went to *** to see the truck and the broken bolts. The person at the counter seemed confused and said our truck was ready. We finally got the truck on the following Monday, 10/5.

On 12/02, we took the truck to *** in WA state because the low fuel pressure light was on again. They told us that the same repair needed to be done because Surprise Ford didn't replace 3 parts. The cost for *** to fix it was $13,970.93. Surprise Ford has refused to talk to us or *** after our initial conversation about the poor workmanship.

Took 2 years to order my truck. Thru some glitch I was skipped for my order and couldn't get much communication. Emailed *** and no email back. Was told he would call me and no call back. I finally called multiplies turns because *** was not communicating effectively and finally got to ***. Pez was completely rude and had no product knowledge on the *** lightning pro. His exact words were, I dont know what a *** lightning pro is. It was obvious he did not want to help me and was being very condescending. He then mumbled some foreign language to me and hung up the phone telling me he no longer has to be nice to customers since they dont need to sell anymore due to the market inflation. I could not believe how I was treated and the words he was telling me him being a General a manager. I need the owner, President, or the director to contact me to resolve this and help me here.

Our 2017 *** Escape got a recall for a bushing in the transmission. We got a notice from the *** of *** Vehicles to call our nearest *** dealership to get the recall fixed. When we called *** Company customer support, they told us it would take 1/2 a day to do the service. We made an appointment with our *** dealership for 12/28/22 and they said it would take *** hours, not 1/2 a day. We're retired and live on a fixed income, and this is our only vehicle. Both *** Comp. and our local dealership won't arrange transportation for us or provide a courtesy shuttle. There's no one who can give us a ride back and forth from the dealership while they fix the recall. *** Company won't give us a rental car unless we pay, but we don't have the money. We also have health issues and just want some common courtesy, as we're seniors with no other options. Thank you.

JOSH K in parts and service is a terrible person to deal with, he doesn't respect customers. Surprise ford agreed to replace the tires on a used *** I bought from them. First, Josh ordered 8 year old discount tires. I didn't accept them, so he ordered another set that now have 3000 miles on them. These tires are in bad shape and pose a safety risk. Josh thinks I should pay for new tires, paying for 3/4 of them based on an email from ***. I won't do that. Before this, the finance department and Ron S I messed up my truck for a new truck mpp extended warranty, which was rejected because it's used. He then tried to trick me by charging the same amount for a truck with 40k less miles and 2 fewer years of warranty, which was confirmed as the wrong price by their sister store Peoria Ford. Please spend your hard-earned money somewhere else. I'll update my review if they improve. I have high hopes for their store and GM Pezh.

I bought a car from Surprise Ford in October . We were moving to Texas the following week, so we filled out paperwork to have the car titled there. All the documents had our Texas address on them. Surprise Ford said they calculated the tax based on the Texas county where our new home was located. However, when we went to Texas to title and register the car, the folks at the Department of Motor Vehicles told us it had already been titled in Arizona. Not only that, but they said the tax had been calculated incorrectly, and we had paid over $600 too much. On top of that, we had to pay a fee to transfer the title. We tried contacting Surprise Ford four times via phone and email to get a refund for the excess tax and the transfer fee, but we never received a response. I wasn't happy with the Explorer, so I traded it in for another vehicle yesterday. The Explorer had a service agreement that I paid $390 for, covering the period from October 28, to October 28, 2024. Today, I called Surprise Ford to cancel the agreement, but they told me it couldn't be canceled. I expected a refund for the remaining four years and six months of the service agreement, but the finance manager refused to budge. Buying a car is already tough, and it's even worse when you're taken advantage of by a company that lacks integrity.

I did a lot of research on Car Gurus.com and found a good deal on a used 2015 truck at Surprise Ford. The truck had low mileage, around 30k, which was exactly what I wanted. I contacted a guy who said he could help me with the process. I emailed him and told him I was interested and wanted to discuss the price. I also asked if we could negotiate. He didn't answer my questions and just told me the final price. I replied again and asked if there was any room for negotiation, even if it was just a $2k difference. He took a long time to respond and then the car was removed from the website. The guy said someone was at the showroom making a deal. I asked if I could still have a chance to buy it or have first dibs, but he said it was already sold. This is really bad business, especially during a pandemic. How can people do business if they don't prioritize online sales? This wasn't the first time I saw this happen with this dealership, and I'm disappointed that I wasted my time thinking they wouldn't do it to me too.

Purchased a 2022 *** Explorer XLT last Saturday. We were in a car accident last month and our car was totaled. Everything was great until this morning when they called and told us they needed the car back due to a recall and they were just canceling our loan out we asked if they can just fix it because according to *** its a free fix. They said they needed the car back immediately and they couldnt fix it until end of June. Was a ton of time and energy that we waisted getting us into this vehicle. They refused to work with us as our family needs a vehicle and they didnt care about that. We asked for a loaner vehicle or some money for a rental and their response was absolutely not! Nothing we can do for you! Awesome thanks for the lack of care and a horrible situation you now put us in. We have 3 small kids and they literally left my family at home without a car. Their dealership showed up to our house quickly to take the vehicle back and not so much as a thank you nor interest in trying to get us into another vehicle. When I advised of going to another dealership the response was ok Glad they have employees who don't care about their customers. I signed LEGAL documents stating this car was mine and for this dealership to me EXTREMELY aggressive at getting it back was extremely worrysome.

I bought a 2017 *** Explorer from Surprise Ford like 2 years ago. I got some extra stuff like tire protection, extended warranty, and One Armor Invisible Bra. They told us the Invisible Bra would protect against rock chips, but it actually messed up our car. Dealing with *** has been a nightmare. They never call back (my husband called 6 times and left messages, but no one called back). They don't stand by what they sell either. My husband was told the company shut down and they can't replace it. Today, I got a call about a lease on a car I don't even have. When I asked about it, the guy said it's not ***'s problem because it's from another company. He said any retailer wouldn't help and you have to deal with the manufacturer. I called him out on his lies because places like *** Target, Best ***, and others actually help and stand by what they sell. He said the company is still in business but they don't use them anymore because they care about people's money and have trouble working with them. When I asked what they're doing for customers who bought the product, he said, "Well, I wasn't here when that was sold and we don't sell it anymore, so it's your problem."I've had so many issues with Surprise Ford, from their service to the buying process. The only good thing was the general manager who helped us when we bought the car (I don't even know if he's still there). He seemed to care about customers and making sure they had a good experience. Unfortunately, most of the other staff there don't feel the same way.

I traded in my Explorer for a ***, on June 12th and immediately started having issues with the Jeep 2 days after purchase. I reached out to sales/*** and he offered to have the shop look at and resolve the issue. There was no loaner car program, so I was without a car for 4 days. They resolved the grinding brakes on the back, but they are still making the same clanking sound when accelerating into drive position, and there is a loud noise coming from the front brakes. I reached back out to service and took it back. After 3 days with no call, I called to check on it and was told that these are "normal operational sounds." I argued with them about it. Then the next day, I received a call from the warranty company about the claim they received. I found out about my issue with the vehicle from the warranty company, not the dealership. I called service and was told a BS reason about a lubricated part inside the drive shaft drying up, so the whole thing had to be replaced. They had it for a total of 10 days this time, replaced the drive shaft, and I picked it up, but I am still having the same issues. Throughout this entire time, I was communicating with sales, asking them to take the Jeep back. I was rudely told that the lemon law does not exist in AZ and that at least they are working on fixing it, which they really didn't have to. I asked for my options for over a week and finally received a call from *** offering to switch it out for a different vehicle, but they didn't have any other Wranglers. I found one at a sister dealership, but they never moved on that, and then I was told days later that it was sold. Then I was told to look on a website to find one for them to acquire from a dealership to trade out. I was called by *** and told that *** may not work and that they will continue to try. Another week goes by with no communication from anyone. I finally texted *** 3 times asking them to just buy the Jeep back since they advertise that, and he told me 5 days later (today) that they would have to evaluate it and appraise it, that it would be like buying it off the street at this point. The Jeep is still having the same issues. Such a disappointment.

On July 15, *** opened reservations on the Bronco for customers to reserve the ability to order a vehicle when they would start accepting orders. I placed my reservation on the same day which included a $100 fee but did not place an order once they began accepting due to some life events. Through 2020 and 2021, my reservation sat with no issues and rolled over to the next production year. Due to covid and its economic impacts, vehicle production stalled and customers did not receive their vehicles in a timely manner and new orders were not allowed to be placed unless a reservation had been previously made. On August 9, 2022, I received an email from *** saying that my order had been received and would be processed soon. I called my local dealership and expressed to the sales manager that I did not come in and place an order nor did I want to go forward and that I wanted to keep my reservation as a reservation. I was told that the order would be placed on hold and that it would not go forward. On August 25th, I received another email from ***, this time with a tentative production date and a VIN assigned to my order. I once again contacted the dealership and spoke to the sales manager who said that *** was pushing everyone's order out in order to make customers happy and that if I wasn't ready to take delivery of the vehicle, I could relinquish it and be put in for higher priority on a future order from a code of 19 to 12. I requested this in the form of an email so that I would have a copy of this offer. On August 26, I contacted *** Corporate and was referred to the Bronco support team who explained to me that orders were not being pushed out in the manner that the dealer described and that they couldn't move forward on orders without a customer's consent. They also provided information from their vehicle visibility system including dates for creation of an order that I did not make on Feb 26,2021 and the order being submitted by the same sales manager.