Suburban Ford of Sterling Heights

“I came into this dealer yesterday after seeing a 2018 Honda Civic EX posted at $15,500. We entered around 10:30 A.M. and were pleased with the test drive. The car felt great and seemed to be in good condition. We went on to discuss the out-the-door price and settled on $15,842, but after some haggling, talked it down to $15,250. I explained to them several times that I had a pre-approved auto loan for $10,000 and the rest in cash, so the price worked out well. When we went into the financing office, however, they told us we needed a $12,000 loan. Although it was written on the papers they gave us, they failed to mention that the car's out-the-door price was actually $17,842 and assumed we would put down $2,000 even though we hadn't told them. I asked if they could remove some of the add-ons, which included oil changes and servicing from the dealer, but was told it wasn't possible, so I ended up walking out at 1:30 P.M. I wouldn't be disappointed if the car wasn't listed at $2,000 less than its real price. The manager was also extremely rude and tried to frame it as if I had saved $600 haggling after they added another $1,400 to the price. It ruined my morning and wasted my time before I had to clock in for work. If you're planning to finance from this, look out for expected down payments and add-ons before you get to the financing office. You might be able to negotiate it better than I could. Just remember that dealers are not your friends, they will try to manipulate your emotions for profit! You can always walk out if the offer doesn't add up. I would recommend looking somewhere else or buying from third parties if you don't want to have your time wasted.”

“Bought second EV car in one week working with Tim Oconnor and Brandon Jijika. Was able to work out deals using email and phone. Very smooth transaction and excellent trade value. Great experience overall and highly recommend working with Tim and Brandon buying a lightning f150 and mustang mach e for the wife. Thanks again guys!”

“Very Good Dealership and very clean and big too, I was interested in getting another fusion since my old car was a 2014 and was going to my sister, so I found this fusion with only 42,000 miles. I reached out and Flora helped me with everything and even scheduled a test drive for me, I showed up on Saturday at 10 am for my test drive and everything was fine with it and i absolutely fell in love with the car and said yes and she got me with the finance person and he got me a good monthly payment and than another salesperson help me set up my CarPlay and Ford App. I was out of there by 11:45, not bad at all and got to take the vehicle home the same day, drove all the way from Taylor to get this amazing fusion. (45-1 hour drive)”

“I had a very frustrating experience with Christian Lange’s customer service. He was dismissive and spoke to me in a way that felt belittling, as if my concerns didn’t matter or I didn’t understand my own vehicle. Explanation: I brought my car in on April 7, 2026, for a routine oil change and to have my driver’s side tail light checked, as it had been intermittently flickering. I later received a call informing me that the issue was due to a wiring problem, not a dying bulb—which is important because my vehicle is under a full warranty that should cover this type of repair even a dying bulb. I was then told the issue couldn’t be fixed that day because the part was not in stock, but that it would be ordered and should arrive within a day or so. My car was returned to me, and I waited to hear back. However, by April 17, I still had not received any update. I had texted the service representative (Jim Saelens) multiple times, called, and even emailed, but received no response. I eventually called the dealership and spoke with a woman who was able to track down the service rep and have him call me later that evening, around 7:30 PM. During that call, he scheduled me to come back in on Tuesday, April 21. On April 21, they were scheduled to pick up my car at 9:00 AM, but it wasn’t picked up until around 11:00 AM. The purpose of the appointment was to install the ordered tail light. Later that day, around 4:00 PM, I received a call stating they could no longer fix the issue due to a crack in the tail light. This was surprising and frustrating, as there was no crack noted when the original work order was written and the part was ordered. They also take photos and videos of the vehicle during pickup and drop-off. When I questioned this, he showed me the images and gave an explanation about where the crack supposedly was from the beginning, which did not align with what had been previously documented. The situation made me feel as though I was being accused of trying to take advantage of them, which was both uncomfortable and unprofessional. After multiple calls, emails, and texts that went unanswered, I finally had to go into the dealership in person on April 27, 2026, with both of my children just to get a response. At that point, the only solution I was given was that there was nothing they could do unless I paid out of pocket for the part, and then they would install it. After asking him to print out the photos and the work order, I took everything to the front office and spoke with two employees, Nicolas Navaro and Lisa Elder, who were both very pleasant and helpful in trying to figure out next steps. I am currently waiting to hear back from Lisa to see if anything can be done to resolve this situation. Overall, this has been one of the worst experiences I have had with Ford. The lack of communication, delays, inconsistent explanations, and the way I was treated made this an extremely disappointing experience. Customer service should involve clear communication, accountability, and respect—none of which I experienced throughout this process. Pictures are what the dealership took on the first initial pickup day April 7th, 2026.”

“This dealership failed to deliver a vehicle in safe, properly maintained condition and then refused to take responsibility when that lack of safety resulted in a real incident. I purchased from a seller named Brian. I purchased a used vehicle at approximately 48,000 miles. The dealership kept the car overnight to replace a part and delivered it to me after dark, limiting my ability to fully inspect safety items at pickup. After driving about 5,000 miles (the vehicle is now at ~52,000 miles), I took the car to an oil change shop. At that time, I was informed that all four tires were bald and unsafe. I had not realized the severity of the condition prior to this inspection. Shortly after, while driving in wet conditions, I hydroplaned while turning onto a ramp and struck the ramp. Thankfully, no one was injured, but this was a direct safety incident caused by insufficient tread depth. Uniform wear across all four tires does not occur in 5,000 miles and indicates the tires were already near end-of-life at the time of sale. When I raised this with management, I was told the tires tested in the “yellow range,” not red, and that I had purchased a used vehicle. However, failing to disclose that all four tires were near end-of-life is unethical. Had this been disclosed, I would have negotiated replacement tires at the time of purchase. Additionally, when I took the vehicle for its oil change less than two months after purchase, the shop sent me back to the dealership after determining the oil filter had never been changed. I also discovered the vehicle was out of windshield washer fluid, despite it being something I rarely use. Management ultimately offered to replace only one tire and required me to pay for the other three, continuing to emphasize the 5,000 miles I drove, rather than addressing the fact that the vehicle was sold with unsafe tires and incomplete basic maintenance. I have a child, and this situation was dangerous. This was not normal wear — it was a failure of inspection, disclosure, and safety standards. I strongly advise future buyers to inspect tires and maintenance items in daylight and get everything documented in writing before purchase.”