Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Towed my vehicle to Surprise Ford due to a transmission failure. We live 2 hours from this facility and were about 20 mins from the facility when the vehicle broke down, they replaced the transmission in Oct 2024. I had to take the vehicle back to a local dealer near me on Dec 27, 2024 due to exhaust fumes, once the local ******** **** dealer did their diagnostics they found a large exhaust leak from a hole in the exhaust due to a pry bar that was used to put the transmission into the vehicle. ******** **** reached out to Surprise Ford to ask for them to repair the damage, they were denied fixing it. I then contacted Surprise Ford and spoke to the *****? the supposed service supervisor who stated he is not willing to fix it unless I drove the vehicle to his facility, which is HIGHLY dangerous due to the large exhaust leak. I have been warned against driving the vehicle that far. I would like to be repaid for the damages occurred during their work.

  

  Business Response

  Date: 01/09/2025

  The transmission was replaced in October and apparently there was not a problem with exhaust leak until the end of December. We asked that the vehicle be brought back to Surprise Ford so we could have the opportunity to inspect the vehicle to determine if the damage was caused by Surprise Ford or otherwise. If we determined the damage was caused by Surprise Ford we would have fixed it at no cost.

  Customer Answer

  Date: 01/09/2025

  The vehicle was unable to be driven without the exhaust being replaced due to a large hole in the exhaust pipe which has now been looked at by two different mechanics who did state it was caused by the dealer (Surprise Ford). I was told I would need to find a way to have the car brought to Surprise Ford 2 hours from my home after the **** dealership where I live stated the damage was made from the Surprise Ford ******************* they not only put my family at risk of carbon monoxide poisoning but caused me to have miss work which as a nurse in a cold/flu season is very difficult for an employer. I would like Surprise Ford to reimburse me for the exhaust fix. 

  

  Business Response

  Date: 01/15/2025

  We cannot determine fault since ******** ****** failed to bring the vehicle to us for inspection as we requested. She waited two months apparently putting her family at risk herself.

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding the dishonest and fraudulent practices I experienced while financing a new vehicle at Surprise Ford in Surprise, *******. The actions of this dealership have caused unnecessary financial impacts and reflect poorly on their integrity and customer service.During the purchase process, I encountered several issues, including lack of communication, transparency, and loan packing. Specifically, an extended service plan was added to my loan without my knowledge or consent. Upon further investigation, I discovered that Surprise Ford is part of a larger automotive group that not only owns multiple dealerships in the area but also owns the warranty company tied to the unauthorized service plan.Over the past two weeks, I have spent numerous hours in calls and back-and-forth communication with the dealerships Director of Customer Relations, who has failed to take responsibility for this issue. Instead of addressing the root cause, they suggested that I should refinance the loan and unfairly placed blame on me for the problem.The dealerships attempts to remediate included offering an additional service plan (under the same parent organization) or free oil changes. These offers are inadequate and fail to address the financial harm and ethical concerns arising from the dealerships fraudulent actions.I am seeking the removal of the unauthorized extended service plan from my loan and a clear acknowledgment of the dealerships responsibility for this issue. Customers should not have to deal with such deceptive practices, which undermine trust in the dealership and the broader **** ******* request that the Better Business Bureau investigate this matter to ensure that Surprise Ford is held accountable and to prevent other customers from experiencing similar unethical behavior.

  

  Business Response

  Date: 01/15/2025

  ******* *******, our General Manager, called and talked with Mr. ***** and they agreed and resolved all of Mr. ***** concerns and issues.  Mr. ***** was satisfied with the information he had received and agreed to withdraw his complaint.   

  Customer Answer

  Date: 01/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Surprise Ford sold me a lemon. Admitted it in emails and offered to buy the car back and then they left me out in the cold, no return calls or emails. The car needed massive repairs the next day after purchase. I was not a priority and there was no remorse or moral compass to take initiative to make the wrong a right. No engagement. Empty promises. I have tried multiple times for over 12 months to resolve this. The car has been repaired in excess of 5 times. They offer resolves but then no follows up afterwards, it just fizzles out. I was very gullible as I thought this last gentleman was going to finally help me but he called once and then nothing. And to add insult to injury, this last suggestion was putting me in a smaller car that they could "take a cut on", a **** Edge. Not, thinking of me first or what they put me through ,but rather motivated to line their pockets and use tricks. What an insult to my intelligence. I am extremely disappointed at how dismissive they have been towards a paying customer. We trusted them and supported their dealership. Without a customer, they would not be able to run their establishment. The stress and patience I have been asked to have is unbearable and unreasonable. I am seeking a full refund of the purchase price OR a replacement. Seeking counsel for further help, as I have made over 5 attempts to resolve with the dealership directly and unfortunately it hasn't worked.

  

  Business Response

  Date: 01/21/2025

  All repairs to the vehicle were covered under factory warranty or extended warranty. Customer was satisfied with the vehicle repairs.

• Initial Complaint

  Date:06/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/25/2024 I went to buy a ****** Highlander 2021, the car price was advertised at $34,000, the dealer agreed to sell me the car at that price. I went to the finance manager after that and the numbers looked ** this. Car price with sales tax and documentation fee $35,703.25 With my trade in, cash down payment, sales tax, documentation fee, mvd fee and government fee **cense and registration out the door final price was $26,435.40 I signed and have original copies of this contract. After 2 weeks the bank statement comes and they changed it to $26,885.40. This business committed breach of contract. They changed the final price after I signed the contract committing fraud. Today 6/7/2024 I went to this business and asked for a resolution and they told me that my payoff was higher when this was false I have original statement of the payoff being lower. And that my bank which is *************** , charged me a start up fee for a lower interest rate which is false when I called the bank they told me this was untrue. They also tried to raise the car price by $3,000 and kept putting add ons I didnt want. I kept tel**ng them to remove them until they got them all off. I have proof of full contract and payoff statements if needed. Thank you

  

  Business Response

  Date: 11/11/2024

  *** the warranty company issued check #******* dated June ******* to *************** for $450.00 to be applied against his vehicle loan

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/26/24 we purchased a 2016 Honda Pilot that was recently traded in and was placed on Surprise Ford website for sale ******. We were told that it still needed to be inspected and would be done on Saturday 4/27/24. We asked if there was any way the car would be ready by Saturday night. I am a traveling nurse and would leave from ******** on Sunday morning. We received updates that car was being inspected and detailed on Saturday. At around 7:30pm on Saturday we received a call that the car was ready for pick up. We picked up car and drove home. In our garage I had the car in acc mode trying to set up and become familiar with it. In that moment I received an alert from the ***** Link regarding the 12 volt battery. When I looked it up it said that it was because I had it in *** mode to long and it was draining the battery. We did take a picture of the alert and send it the gentlemen who sold us the car. I drove the car to ******** with no problems. I got a text on Monday 4/29 from my husband stating that the individual who sold us the will like us to bring it back to have the windshield replaced. The sales representative reached out to me personally on Tuesday 4/30 asking when I can bring the Pilot back to be inspected. ( I was a little confused by the text because I thought the windshield just needed replacing.) Anyway, I said Thursday would work best but he asked me to bring it on Wednesday. I asked if there would be a ride back home. He said he would find out if there was a loaner. On Wednesday night car would only go up to 25 miles an hour and was saying transmission and emission system issues. Dealership was contacted. I was asked to drive back to Surprise (not safe). The next day 5/1 they had the guy who sold us the car come and pick me up in ******** and bring me home. So, I have no rental and car is being towed on 5/2. I still have not received a call about plan and still do not have car. On Wednesday I missed onboarding for a new job.

  

  Business Response

  Date: 01/21/2025

  Customer brought in the vehicle and we resolved all issues

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took truck in for warranty work feb 9, 2024. Received truck back with a bunch of fine scratches on the drivers side quarter panel. Fingerprints and grease were present consistent with them doing battery work in that side. Brought this to service advisors attention two times via written email communication. Received truck back April 4th after weeks of no communication. Upon receiving the truck, vehicle was extremely dirty, water spots all over the back and water runs and scratches still present. Called and left voicemail for service manager on the 5th with no call back. Vehicle now needs complete paint correction to remove water spots and fix scratches. Unable to get anywhere with a response and still have yet to receive my original work order while vehicle was at the dealership. Now I am getting quotes to fix the issue.

  

  Business Response

  Date: 01/21/2025

  Customer brought the vehicle in May 14th and we resolved all the issues

   

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  And employee of the ******* Surprise Ford dealership backed into another vehicle with my work van and damaged the door and bumper in the rear of the vehicle on July 27 2023 Since then I have received nothing but runaround from *** the service manager to get a rental vehicle to use while they repair my vehicle they are now saying they can no longer get a rental vehicle like my work van even though I have found many rentals in doing my own checking I am very frustrated and disappointed in the lack of professionalism getting this matter resolved after many months

  

  Business Response

  Date: 02/19/2024

  We have attempted to solve this issue numerous times by locating rental vans for ****************.  He has cancelled all of our arrangements and our attempts to fix this problem.

  If he would contact our Service Manager, Anoeil, we would again try to locate a van or if **************** would locate a van and contact us we will try to resolve this issue.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wish to register a complaint against Surprise Ford, located at ************************************* in Surprise, AZ. I have made multiple attempts to contact them about this matter with no success. My calls and messages were never returned.My complaint:My 2017 **** Edge started running rough and the check engine light would come on. I took it to Surprise Ford in March 2023 to get evaluated and repaired. They concluded that I needed all the spark plugs replaced and a complete fuel system flush (Exhibits A, B) for which I was charged $862.07. After repairs my wife drove it a short time after and the same problem was occurring again. I drove it back the same day and they said they would need to keep it for a few days to evaluate the issue. A day or two later I was called and told that the engine needed to be replaced (Exhibit C, D). I returned to the dealer to get a rental car since the repair was going to take some time to complete. I had already paid over $800 for repairs on an engine that I would no longer have and was not offered even a partial refund. I took the car back to the dealer for the wrench light. After waiting for an hour, I was told they could not figure out what the problem was, but that it was ok to drive. At this time the powertrain warranty was about to expire and I had some body shop work prescheduled so I left. I took the car to a different dealer. They found the engine replacement work was not completed properly (*********, F) and they properly reinstalled the wiring harness. I called Surprise Ford and asked to talk to the service adviser. Left a message to return my call. Never had a callback.I called Suprise **** and asked to talk to the Service Manage and was told he was in a meeting; left my name and number and was told they would give him the message.After 4-5 days I called back and again was told the manager was in a meeting I left a message No response. Called the service advisor again left a message, no response.

  

  Business Response

  Date: 11/29/2023

  After review with top management, it was decided to refund ****************** $862.07 as a goodwill customer satisfaction settlement.  We apologize for the lack of communication on the part of our service employees. 

  Customer Answer

  Date: 11/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2023 F150 truck on 3/15/23. The truck was to be delivered to our home in ******, ** the last week in March. The truck was delivered to *****************, ** we had to travel almost 300 miles to pick up this truck at a ***** dealers lot. The truck was delivered with a small dent and an empty gas tank. We called our sales manager and explained the problem and he asked what we wanted to settle this. We gave him a reasonable amount of $450.00. $200 to remove the dent, and the rest for gas and our mileage for having to pick up the truck in a different state. **** said he would get the check out. 5/8 talked to ******, our salesman, he was to check with ****. 5/10 talked to ****** because **** ghosted us and he said **** informed him the check keeps getting returned. Sent to the same address that the financial papers and then later manual and xtra fob were sent to. ****** said the check would be mailed out again. 6/1 no one got back to us 6/15 no one got back to us 7/3 no one got back to ** *********** and filed a report and case They suggested calling the BBB to try to resolve this

  

  Business Response

  Date: 10/12/2023

  We apologize about the lack of follow-up and follow thru.. A refund check has been issued and is in the mail today.

  Customer Answer

  Date: 10/17/2023

  Surprise Ford has repeatedly told us the check is in the mail.  As of today, 10/17/2023 we still have not received their check.  Please keep this complaint open until we have revived the check and have cashed it.  
  

  Thank you, 

   

  ***********************

  Customer Answer

  Date: 11/17/2023

  We finally received a check from Surprise Ford for selling a brand new truck with an empty gas tank, a small dent, and having the truck being delivered 300 miles from where it was supposed to be delivered.  After being told the check was in the mail we were pleased to get the check, cashed it, with the help of the ***********************

  

  Business Response

  Date: 12/07/2023

  Please check your notes from the customer.  They received a check and said they would withdraw the complaint when they received the check.

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my car from Surprise Ford May 26,2023. I was informed by my salesman and finance department I would receive my plates registration and tags within 2-3 weeks. They never arrived. I went back on 3 separate occasions to get another temporary tag. The 3rd time I went back for ANOTHER temporary tag I wanted to speak with a manager about my concerns of still not receiving my documents. I was then informed the reason Im unable to get proper documentation on the vehicle is because they bought the car from an auction house and there was still an active lien on the vehicle from previous ownership so they were unable to get the title, have no idea where it is or when they will get it. After hearing that they sold me a car without a title I was enraged. I came back the next day with my mom to speak with another manager about how this is completely unacceptable and how do we fix this. Manager we spoke with informed us the auction house was closed at that time and to call them on Monday and they would have some answers. I called on monday, got connected with the accounting department. The accountant, *****, profusely apologized to me and said she had everything figured out that she would receive the title process it and I should receive my documents within **** days. Its been well over **** days and still nothing. I attempted to make contact with accounting again and they keep sending me to voicemail. This establishment has made no attempt to communicate with me as this gets fixed despite my request. And still to this day do not have proper documentation. I bought my car May 26,2023 it is now September 8,2023 and still nothing. This is unfair, illegal and highly inconveniencing.

  

  Business Response

  Date: 09/08/2023

  The title and registration were issued by the **************** on August 29,2023.  Generally, the **************** will send license plates out within seven (7) to ten (10) business days from the date of issue. We hope that *************** is currently in receipt of her license plate. We apologize for the delay.