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Business Profile

New Car Dealers

Suburban Ford of Sterling Heights, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/20/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 purchased a used vehicle from Suburban Ford of Sterling Heights Mi. from an online website. I was assured the vehicle was not a smokers vehicle, however when I showed up to pick up the vehicle not only did it have a odor , when I looked up to check out the sunroof I found the roof liner completely water damaged and stained. At that time I returned the keys to the sales manager at *****************************************, and called Suburban Ford to tell them I would not be taking ownership of the vehicle. I did not start or drive the vehicle. I did not take ownership. When I spoke with **** ***** she assured me this would be taken care of, but upon not hearing from them for three days I called to find out where my $15500.00 refund is. I was told it would take weeks,after telling **** this was unacceptable and I want my money returned I was called by *** ******** who informed me that I am responsible for returning the vehicle, that I own the vehicle, and there will be no refund. I would also like to mention that I was assured before the vehicle was delivered that if there were any issues and I changed my mind I would get a full refund no questions asked. I truly believe the dealership delivered a flood vehicle. If you look at the title you can see it came from ********. There is no way they did not know this when it was delivered to Fox Grand Traverse. I did not take ownership .

  • Initial Complaint

    Date:11/12/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    July 24th 2024 I took my vehicle in to suburban Ford service department for my driver side back door to get fixed it would not open and shut had to do with accusator of some kind and it had to be fixed I paid for them to fix it and they didn't fix it properly because then when I picked it up my door would open and it wanted shot and they spent about 45 minutes to an hour looking at it and couldn't figure out why and then they told me that I had to get my vehicle key fob reprogrammed ever since this has happened they told me to take it to a ***** dealership to do that I scheduled more than one appointment at ***** dealerships close to home no ***** dealership will touch it they told me that it's not their problem that it is suburban Ford's problem so I had called suburban Ford back and they didn't have a loaner vehicle available so I could not bring my vehicle back in for service and I'm trying to get it fixed they refuse to help me they refuse to help me send it to a sister dealership I just want it fixed I want to be compensated ever since this door has had a problem It was it will open and it won't shut The door flies open while driving I have three children in my vehicle I am a family of five this is unacceptable and I want somebody to be accounted for this issue as well as the door having to be reprogrammed to the key fob the other issue with them fixing this door is ever since that happened My doors do not lock on my vehicle and my remote start does not work this is not fair that the work that they did on my vehicle messed with my key fob and all of these issues are a problem now I am starting with this to see if this can get resolved and if it does I need a loaner vehicle when this vehicle can be dropped off and I want all of the listed items above fixed this is suburban Ford's problem I want my door to open and close properly, want my door locks to work when using key fob and my remote start to work while using key fob as well.Thank you

  • Initial Complaint

    Date:10/10/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    Dont scam your customers. We waited 2 months for this car patiently. Everything seemed fine when we test drove the car. We waited over 2 months for the title mistake to be fixed. Instead of looking into the issue the first time they waited and waited until the sales guy pushed them to see what the hold up was. It was there for over 2 months and they want me to believe No one knew that it wasnt shifting properly and that the spedometer wasnt working. There is no way that in 2 months no one knew there was issues with the car. Less than 24 hours of owning it doesnt work. No wonder you lowered the price acting like you were giving us a good deal but you were just scamming us. We have 4 kids to take care of and dont have $7000 to throw away. Beyond upset by how we were treated when we contacted the dealership the next day! They dont care about people they only care about getting broken cars out of their lot by scamming people

  • Initial Complaint

    Date:09/11/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 September 5th I purchased a used **** escape SE from suburban ford of sterling heights for approximately 15 thousand dollars and the next day I noticed a buzzing noise and the engine light was on. On September 10th I returned to the dealership to have it checked and was told it was the purge valve and It would cost 200$ to investigate further plus another 800$ to repair. After checking error codes at another mechanic it turns out the codes were cleared which means the dealership knew about this problem and actively hid this from consumers and didn't fix it so they could sell the vehicle to an unsuspecting customer. They refused to refund the vehicle and refused to repair the vehicle. This business has made no effort to contact me or resolve this situation.

  • Initial Complaint

    Date:06/08/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    They sold me a lemon car. I gave them 2 grand as a deposit for a 2012 *******************. I bought the car in March of ************************************ October of 2023. I took it to their mechanic to be looked at because it kept over heating and making a weird noise. They looked at it and said there were no issues to my engine even though hoses and wires were tapped together. I took it to another mechanic who flat out said its a lemon car and that if I had continued to drive that car the engine would have flew back at me while driving. I asked the dealership to put me in a new vehicle or to take the car back. The only solution was to but it back for less than what I put on it for a deposit and me have a huge roll over. I am now stuck paying on this car I havent been able to drive in 8 months thats hurting my credit and they do not want to help me unless Im willing to get in a new car with thousands of dollars as a roll over. (I have a screen recording of all messages but I cant seem to upload a video and that would be a lot of screenshots)

  • Initial Complaint

    Date:05/04/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 a 2020 ****** 1500 on or about April 1st 2024 from suburban ford in Sterling Heights on van d*** avenue. This dealership said the truck was serviced with an oil change so a couple weeks later I tried to check the oil level and realized it was high and also realized the dipstick would not seat all the way into the tube. In light of this information I began to pay attention to the oil pressure readings and noticed what seemed like it could be excessive with smoke from the exhaust tailpipe. This prompted me to bring the vehicle back in to suburban ford. The suburban ford service department sent the truck to be looked at by a technician and then notified me that the dipstick was not the right one for the vehicle. A service advisor then stated that they will order the right one free of charge. When I got back into my vehicle I immediately noticed a significant decrease in oil pressure at idle. Seeing this while still at the dealership, I asked the service advisor if they took oil out of the truck. After a phone call I was told they did not. I wasnt sure they took oil out of my truck until I got it home and checked the dipstick again. Even with the dipstick not able to seat the last 1/2 into the tube, I could still see the oil level decreased significantly. Not to mention no more excessive white smoke from the tailpipe. Anyway naturally I called the service manager and let him know everything I just wrote in detail. To which I was told the dealership cameras would be reviewed and I could expect a call back. The call back never happened and the thee times I called to see why, I received an excuse as to why the camera footage hadnt been viewed yet. I would think a dealership of this size with the amount of business would have enough integrity to admit when they did something wrong that could cause serious damage to someones vehicle and hopefully take some steps to ensure the person or persons involved arent continuing to do this the other people. Thats why Id like to happen. Thanks for your time and consideration

  • Initial Complaint

    Date:11/14/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    March 2023 bought a used car 2013 also added a warranty. Starting cutting off and check engine light came on August took car in for service charged $300 October car complete shut down took to dealership Warranty was NOT honored! Said I need a new engine dealership says replacement over 5 thousand I am a young adult the car has ******* miles the fact I took to them in August for the engine and to now not have a car and still owe a loan plus car shop. Not offering anything for the inconvenience or neglect with selling a 21 year a car that has barely lasted 6mos

  • Initial Complaint

    Date:08/08/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 July 3, 2023 I called Suburban Ford and spoke to *********************** ***** and spoke him about a 2022 **** Edge that I had seen on their website, he sent me some pictures since I live in PA and would be buying without seeing the vehicle. I called him back after seeing the pictures and asked some questions, one question was if there were two keys since electronic keys are so expensive. He excused himself to go check, and when he came back he assured me there were two, later in the conversation I asked about the owners manual since I have never owned an Edge. He said it was in the glove box, we the had numerous talks about the price and the cost of shipping. On July 6 I again contacted ****** and a contract was agreed upon and within a day I had sent a wire transfer and bought a car.When my car was delivered I found only one key and no owners manual, I called ****** who said he was sure he had seen an owners manual in the car and the information showed two keys and he would see what he could do. Now a month later and I have not received either the owners manual or the key. I understand they probably can not program a key since I have the car, but I am willing to have the key programmed here. Id hate to think a business this large did not stand behind their word.Any help you can provide would be appreciated.*************************

    Customer Answer

    Date: 10/03/2023

    The company finally reimbursed me for the cost of the owners manual and key, so I withdraw my complaint.

  • Initial Complaint

    Date:07/13/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 had work done on my car and a colleague discovered that my headlight had water in it, THIS IS NOT NORMAL! My original salesperson has since left the company and I was not informed, nor did any staff member reach out to let me know or to refer me to another salesperson. I attempted, on several occassions, to communicate with the "service manager" and still heard NOTHING! I WILL NEVER DO BUSINESS WITH SUBURBAN FORD OF STERLING HEIIGHTS again. Furthermore, I will not recommend this dealership when asked for a referral. By the way, I purchased this automobile directly off the showroom floor, a brand new **** Mustang 2021

  • Initial Complaint

    Date:07/12/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 had work done on my car and a colleague discovered that my headlight had water in it, THIS IS NOT NORMAL!My original salesperson has since left the company and I was not informed, nor did any staff member reach out to let me know or to refer me to another salesperson. I attempted, on several occassions, to communicate with the "service manager" and still heard NOTHING!I WILL NEVER DO BUSINESS WITH SUBURBAN FORD OF STERLING HEIIGHTS again. Furthermore, I will not recommend this dealership when asked for a referral.By the way, I purchased this automobile directly off the showroom floor, a brand new **** Mustang 2021

Suburban Ford of Sterling Heights, LLC is NOT a BBB Accredited Business.

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