Dealer 2-Year Rating

Overall Rating

2.8 / 5
Customer Service
2.8  
Friendliness
3.2  
Overall Experience
2.6  
Price
2.9  
Quality of Work
2.8  

Dealer Reviews

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Overall Rating

1.4  

1   Customer Service
3   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Sticker Price is a Lie! Run from this place.

By Rbonner on 7/5/2019 at 4:39 AM. Helped by Unsure..

Surprise Ford is a correct name. Because surprise the sticker price is not the real price!. They just tried to add 3000.00 on top of the sticker and advertised price; a 23% INCREASE. The reasons include: nitros in tires , pin stripping, coating on car and doors. Haha said they were options. These are items added to increase thier profit on the sale of the car. They are not options, they add no value to the car and are absolutely vapor ware. Don't waste your time here... If they would have honored sticker price we would have purchased the car.

I would not recommend this dealer.

Overall Rating

1.6  

1   Customer Service
2   Friendliness
1   Overall Experience
3   Price
1   Quality of Work

Never been treated so poorly

By Ryan on 7/1/2019 at 3:31 AM. Helped by Tyler.

Went in to look at a Chrysler Pacifica and decided to purchase, after waiting for over an hour the came back with a price with in the neighborhood of 6k added on with no explanation. When called out on it the sales guy I believe Tyler said I’ve got to make money too...seriously. After we get them to remove everything 3 hours later we wait an hour for detail to be done. After the 4 hour ordeal has passed we are unable to get car seats into the vehicle due the head rests. Apparently no one at a place that sells and services cars can figure this out. Their resolution is to offer to purchase new car seats. I’m unclear how they feel this would resolve the issue since headrests would still be in the way. Also we had our 2 children with us so there was no way for us to leave in the vehicle since we could not put them in car seats...you know laws and all. So with my wife in tears we politely asked them to cancel the sale and give us our car back. After over 15 minutes, I had to ask not so politely for them to return our money and vehicle so we could leave. I’ve never seen such ineptitude and terrible customer service.

I would not recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
5   Overall Experience
3   Price
5   Quality of Work

My service advisor was fantastic, recommended highly!

By Az Chiver on 6/27/2019 at 11:21 PM. Helped by Meagan Hunt.

My service advisor Meghan Hunt was knowledgeable and thorough in making sure my truck was up to date on all factory recalls and notifications. She also took the time to assist me with a rental during the duration of the repairs. Despite the commotion around her and the phone ringing she gave my issue undivided attention and made me feel like I was the most valued customer at that time. This was the second time with her as my service advisor and the she provided the same high level of service as before. I recommend asking for her by name if you have an opportunity.

I would recommend this dealer.

Overall Rating

1.6  

1   Customer Service
1   Friendliness
1   Overall Experience
4   Price
1   Quality of Work

Severely saddening

By joycomeau on 5/30/2019 at 10:55 PM. Helped by Jasaon and Shaun.

Friday May 24th, my son was looking at trucks and stumbled upon one he knew his dad would love. A beautiful black 2014 F-150. He showed the ad to him and the following morning my husband went to Surprise Ford and looked at the truck. He instantly knew he was in love with it. The sales person Jason wrote up a deal that worked and told him with his credit score he could get him financed. Less than an hour later he had a contract signed and sealed the deal with a handshake. I went down there to see it before he left and that same salesman said to me "What do I have to do to put you in a car today". We asked if he thought my husband could get another loan with them. He did the numbers and said "Done deal" and with that I purchased my DREAM car...a 2019 MUSTANG!!!! We said are you sure because we were kind of in shock, but it said "YUP, guaranteed". We were on cloud nine. I traded in my beautiful Focus ST on the mustang deal only slightly upside down. We spent almost All day there. We left and spent what was left of our Saturday just going through our new vehicles. Sunday, we went to a couple of parks and took so many beautiful photos of our new vehicles. I almost couldn't contain my happiness. We took so many pictures. Before leaving the dealership on Saturday we found that the air conditioning was motor was not running right and upon driving it around town we found a couple more things wrong with the truck. We made an appt to bring it in on Tuesday to have it serviced. We received a call from our salesman Jason who told us that the service Dept was slammed and they wouldn't be able to service it until the following day. Although I was upset by that I figured it would be fine because we just wanted it perfect. The following day my husband got a call at work and was very rudely told by the finance person Shaun that he couldn't get the financing for either vehicle and asked if I would bring the Mustang back. I was DEVISTATED to say the least. How could I give this back now? I was already so "IN LOVE" with it. They said they'd have my focus out front and ready. (It was not) I brought it back down there. My heart was heavy. I couldn't contain my tears. How could they let us take these vehicles off the lot????? How can they do this to us. We could easily afford to pay for them?????? WHY?????? Shaun was in a meeting, so I waited a good 45 minutes for him. Twice in that time period I was sick to my stomach. I was shaking so badly as I am right now writing this. He finally walked over to me and the first thing he said was "do you have the keys to the mustang?" I said "yes" and he took them and walked away saying nothing more. He returned and looked at my son and I and said "we'll get your car ready". It was another hour there. I couldn't believe the way he was speaking to us or barely speaking to us. My son said we'd need the plate off of the mustang and he said "yeah I know" and that was it. He barely even looked at us. He acted like we did something wrong. My son asked is there anything I can do like co-sign and he said "no" just like that and then he said what’s your credit score. Even though he ran my sons credit he barely spoke to us. Very indignant. He had no sympathy or concern for us AT ALL. He was rude and very uncourteous. I was shocked at his behavior. I told him we had personal belongings in the truck that we needed. He said "oh okay" and walked away. A few minutes later someone else came out and told us we needed to go to the service dept and asked me who our service person was but of course we were never even told. It took them about 10 minutes to figure that out and then we spent another 30 minutes waiting for them to bring the truck around. The guy just opened the door and went inside. I gathered the few things that were ours and shut the door. I walked back inside and was completely ignored. I didn't know if I had things to sign or not. I just stood there sad and lost. He soon walked away. I stared at our truck and nodded as if to say goodbye. I walked through the show room where nobody even looked my way. I then asked a very young salesman there "am I ready to go?" and he said "I guess so". I walked over to my Mustang one last time, and just stood there sobbing. Distraught. How do I leave you here I thought? My son took my arm and said "come on Mom...Don't cry, you're making me cry". That night, last night was one of the hardest nights ever. How could Surprise Ford do this to us. Let us think these were our and then just take them away and act so unconcerned and rude to us. Like we did them wrong. Shaun said "Trust me, we want to sell our cars more than you want to buy them" How Heartless. He never said sorry to us or gave us any options. Ford should have financed these themselves if they couldn't find financing as promised. As GUARANTEED!!! We posted all our pics for friends and family to see. What do we say now???

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

The worst of the absolute worst!

By JMeyer on 6/2/2019 at 1:44 AM. Helped by Jerry (sales manager), Ann (customer relations director), Matthew Sisson, Lynelle (service coordinator)..

Run from this dealership! Everything about them is sleazy from the sales manager during the buying process to the followup with their completely useless service department on an unresolved warranty issue to the management. They have literally kept us hanging for the last four weeks with lie after lie on a warranty issue on a $75,000 vehicle which came with a defect. We will never step foot inside this dealership again. I have never had such a horrendous experience with a new car purchase and we buy new cars every two years times two vehicles. THE WORST DEALERSHIP EVER!!

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Dan knew his inventory

By Born Ford on 6/1/2019 at 6:02 PM. Helped by Dan Doncea, Jerry Henry, and Chace Gilbert..

Went here to test drive a 350 long bed. Dan Doncea in sales met us at the door. Wife and I took it for a ride and I loved it Wife not so much (because of the length). We talked price with Jerry Henry and came really close BUT wife could not get past the length, so Dan steped in and told us that he had exactly what we wanted in a short bed and would bring it up. Well we took it for a test ride and ended up talking price again with Jerry (he had a great aditude over us switching gears mid stream). We got to a price that we were very happy with and bought the truck right then. The process of finalizing the paperwork took some time BUT after buying numerous cars in the past this was expected. Would buy again from them. I would have gave a 5 instead of a 4 to price but you know you always think you could have got more off. 😂

I would recommend this dealer.

Overall Rating

1.8  

1   Customer Service
2   Friendliness
1   Overall Experience
4   Price
1   Quality of Work

Awful

By Beller on 5/31/2019 at 1:27 AM. Helped by Meghan Hunt.

What was supposed to be a quick fix ended up taking a week. Back windshield wiper quit working and I took it in to get repaired overnight. I hadn’t heard from the advisor that day like she said so I called her. Told me they hadn’t taken it back to maintenance yet and will call me the next day. She did call the next day, but told me that they had to order a new part and it should be in that evening and finished with. She said she would call when it was done. 4 days later and heard nothing back from them. Finally called them and the advisor told me it has been done for 4 days now. SERIOUSLY!? They never called or left a voice message and played dumb when I told them so. Pretended they called me and made me feel dumb. Absolutely not worth the time. Sales department is great though! Only reason why they get any stars at all

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Relaxed environment

By DarinM on 5/11/2019 at 4:35 PM. Helped by Jerry Henry.

Sometimes you have to travel to get good customer service and a relaxed atmosphere. Big selection small town feel. I am happy with my purchase , ok I got a brand new truck so not much difference in price wherever you go, but no hassle price and not pushy. I did online shopping and traveled to some bigger in town dealerships price difference was a few hundred dollars per dealership, but I can travel to this dealership anytime of day and not be jammed packed in traffic. The sales personal and mangers were on top of current rebates and incentives and I feel I got a good deal, more importantly I felt comfortable and treated with respect . Thank you for for treating me with respect and not just another sale ..

I would recommend this dealer.

Overall Rating

3.6  

3   Customer Service
5   Friendliness
3   Overall Experience
4   Price
3   Quality of Work

Check everything carefully

By G Blank on 5/5/2019 at 9:00 PM. Helped by Dan.

I bought a certified used ford in September 2015. I had the car two days and realized that the fog lamps were both broken. I contacted Dan (sales) and they reembursed me because I had already purchased new ones. About a year later I had a dead battery (my fault) and I attempted to use the small key inside the key fob and both key wouldn’t work. I contacted Dan about the problem and he said he would call me back. I called again each day for two days afterward to get ahold of him but no returned calls.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Overall Experience
1   Price
1   Quality of Work

Fraud, Misrepresentation, G M Rob HUbler - No Ethics

By Surprise- Its Surprise Ford Fraud on 5/2/2019 at 8:28 PM. Helped by Rob Hubler.

Sold car that was defective and doesnt stand behind their word or policies. More to come on this issue! I have gathered enough evidence and onsite statements from employees to file with Attorney General. I plan to do so and any other party as well as their corporate structure to investigate these business dealings.

I would not recommend this dealer.

Overall Rating

2.2  

2   Customer Service
4   Friendliness
2   Overall Experience
2   Price
1   Quality of Work

Promises not kept

By xx on 5/2/2019 at 5:29 PM. Helped by Lynell, and the Service Manager.

I had an appt to bring my car in for scheduled oil change and the expensive ZAK treatment to the paint. I left the car there and was told that the car would be ready before the end of the day. I called and left the Service person a message that when I got home there was some oil on the garage floor. She called back at the end of the day to say they would have to keep the car until the next day because of the phone call I had made in the morning. She apologized but said they were busy. The next day I got the same apology that they were busy in the morning. So I had an appt which took two days to do an oil change. Was told they did the ZAK treatment, but when I picked up my car it was as dirty as when I came in. Talked to the manager of the Service dept. He took off the oil treatment cost of $15.00 and said he would look into this. I made an appt for the next week and they finally got the treatment done after 2 1/2 days Total. Can't believe they are that bad!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

One of the best dealerships I've ever purchased from

By rtracy8 on 4/30/2019 at 4:21 AM. Helped by Chris Terzich, Paula.

We purchased a new Ford Expedition. We found this dealership to be clean, modern and very organized. The staff all around were friendly, knowledgeable and helpful and they respected our needs. We didn't feel like we were pressured. Chris Terzich was our sales person and he was really great to work with. We really enjoyed Chris. He was attentive, friendly and just very personable. He really took good care of us. I would rate this dealership very high and wouldn't hesitate to purchase from them in the future.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Service vist

By Aman24 on 4/23/2019 at 4:21 AM. Helped by Ralph.

Service rep was very helpful and friendly. Work was done right the first time. Vehicle was returned clean. Dealership and service area is very clean

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Overall Experience
1   Quality of Work

Service Department Unresponsive!

By Turpo@1565 on 4/17/2019 at 1:26 PM. Helped by Service Dept..

I bought my truck and my wife's car from this dealership at the same time. At the time I bought my truck there was some damage noted at the time of purchase. I was told that it would be no problem to get it taken care of when I brought back the vehicle, that has not been the case. The service department has completely let me down in that I have been to the dealership 3 times to get repaired and still have not done what I was promised when I first bought the car. To start with I live in Gilbert, so it is not convenient for service in the first place. I was told my seat part was in and ready to be replaced after several calls on my end. I took my truck in for repairs for the seat, door guards installed poorly, missing logo on the back tail gate. I brought my truck in on scheduled appointment and was provided a loaner, being told it would take most of the day that included a recall item to be repaired. At the end of the day when I checked on my truck status I was told that it would not be finished due to not getting the part for the seat and that it would be the next day. The next day the part as I was told was ordered wrong and need to be reordered. Wasted time on my part in that I still need to make another trip to Surprise! Note: I also coordinated this trip to go with my first oil change. I picked up my truck the next day incomplete of its warranty repairs. The truck had its door guards replaced that were installed poorly, installed poorly again, my logo for the Ecoboost was replaced however scratches noted at the location of logo? Disappointing considering I bought the truck with only 13 miles on it. I was told that I would get a call as soon as my seat had arrived and we would get taken care of. Several weeks went by without a call from Surprise Ford. I decided to call after waiting several weeks being forgotten. My service tech scheduled me for the following week. Again, I drove from Gilbert to Surprise for service. When I arrived at service for my appointment as scheduled, I found out that the part for my seat is still not in??? Very disappointing to say the least, the service tech that I was dealing with didn't really seam to be that concerned that I had wasted my day AGAIN. At that time I noted a lot of chipping and paint missing on my hood after only having 8K in miles (City Miles). I was then dealing with another service tech for the hood. She said she would call me back when she heard about warranty for repainting my hood. I will say she did call me back a week or so later and stated that we could coordinate the hood with the seat repair needed. I was told that I should expect a call back for schedule. After several more weeks, NO call back. I called service AGAIN, come to find out the tech I was originally dealing with is no longer there. I voiced my strong concerns with the person I was talking to on the phone, stating that I was not wanting to write a formal letter, I just wanted my truck fixed. He sounded sympathetic in that he was going to relay the message to the appropriate person that I was dealing with on the repainting of the hood. Stating that I would have to start all over if I stayed with him. This conversation was over a week ago?? I then went on the web site and started the (Contact Us) conversation button, providing a letter similar to this. I did get a call back, but only to try and sell me a new car? I told the salesman my disappointment and that they need to read the body of the text and have the manager or someone call me! STILL WAITING....... NOTE: The ONLY reason Surprise Ford is getting 1 star, is because I had to to write my review. Also, this is the first review I have ever written, not really my style... ENJOY!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent!

By NavyVet on 3/28/2019 at 2:53 PM. Helped by Patrick Lepien.

We had a great experience at Surprise Ford! Five stars ?? ????????! The Salesperson was very knowledgeable on the vehicle we were interested in. The Sales Manager was very professional and helpful in getting us a great deal on a new Expedition. The Finance Department was transparent and expeditious. Overall great experience and I will definitely go back to Surprise Ford for my next purchase.

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
4   Overall Experience
5   Price
5   Quality of Work

Used new car

By Scooter2019 on 3/16/2019 at 3:19 AM. Helped by Alex Lino , George Lopez.

Alex Lino and George Lopez are amazing!! Dealership is a smaller no pressure atmosphere, of course I always feel like I could of done better on the price, because the NEW explorer was used for the Phoenix open..

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Service/ warranty work

By Oringbill on 3/14/2019 at 4:58 PM. Helped by Rob Hubler, Mike.

Bought a Ford Focus st from surprise ford a month month later started having engine trouble took back to the dealer they said it was alright. Left the dealer car still not running well took it back they checked it said they could not find any codes. Took it to another shop they found a miss fire in 2 cylinders and water in number 4 cylinder had to take it back to ford for warranty after ford had it for 2 weeks and found out they put a motor in it a month before they sold it to me they installed the wrong motor. Now they don’t won’t to warranty it. Buyers beware this dealer ship is the worst the gm Rob and service manager Mike are not honest with you Take your hard earned cash somewhere else. If I could give them zero stars I would they don’t deserve any better

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Warranted work and scheduled service

By TaitanoAZ on 3/1/2019 at 7:14 PM. Helped by Mike.

doesn’t call customers back repeatedly. Does not update status of vehicle and specific requirements and at the end get a bill you don’t expect.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great customer experience

By Mwilson on 2/19/2019 at 6:01 PM. Helped by Alexander Lino Martin Peters.

Great customer experience from start to finish They exceeded my expectations. Alexander and Martian Made my experience seamless and were very professional . Great job Surprise Team

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

What an amazing group of people

By Julie Kay on 2/18/2019 at 2:43 PM. Helped by Mike Underwood, Sean Moriarity.

We went to the dealership pretty much knowing exactly what we wanted. Mike Underwood showed us a few Trucks that were SO beautiful but out of our price range. We told him there was a truck we had seen online and he located it and because of my bad knee, he drove it up to the front where we waited. It was PERFECT the F150 was exactly what we wanted and because of the holiday sale and Fords generous discounts it was reduced to a GREAT price. OK this is the part we have dreaded for every car purchase we have ever made...the negotiation. Mike Underwood made this so painless that in less than an hour we were shaking on the terms and headed off the the Finance office. Once again pleasantly surprise when Sean Moriarity breezed through the paperwork shook our hands and sent us out to see our cleaned and polished new truck waiting for us. A wonderful lady sat down inside the truck with me and went over all of the features and even synced our phones for us. Bless her! we had our car for years and I just could never get that to work. We drove out of the completely satisfied and overwhelmed that the process had been so smooth. We are a member of the Ford family (3 cars purchase from Ford ) and that is how we were treated like valued members of this amazing family.

I would recommend this dealer.