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Suburban Ford of Sterling Heights complaints

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40333 Van Dyke Avenue
Sterling Heights, MI 48313 | Get Directions

(586) 268-7500

http://www.suburbanfordofsterl...

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Total Amount in Dispute:
$2,000.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Suburban Ford of Sterling Heights closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Suburban Ford of Sterling Heights

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8/17/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $2,000.00 Amount Settled: $0.00

Customer Complaint

5/2/2022

I purchased a 2013 Ford Edge in September 2021. In March of 2022 while driving my car cut off. I had the vehicle towed back to the place of purchase for service and it was determined the vehicle needed a new motor and catalyst converter. I was now responsible for almost 2K in repairs, no transportation for 3 weeks and a car note. This unexpected expense along with catching covid by riding on public transportation has affected my family greatly. Not sure how to afford this expense at a time where money is sparce and inflation is high. Buying this car will ultimately destroy my credit and my daughter's ability to live productive lives . Reconsider buying a used car if you're low income. Resolution Sought I would like for Ford to acknowledge they sold me a lemon and they are to tallk wrong for destroying the livelihood of my family.

Company Response

8/4/2022

The vehicle has been repaired since 4/21/2022. Suburban Ford worked with our customers extended service contract to get the majority of the repairs covered under her warranty. Unfortunately, she needed repairs that were outside the scope of her coverage which she then gave authorization for repairs to be completed. The customer and her spouse visually inspected the recommendations from our service repair shop and gave authorization to proceed with those recommendations. At this time, we are awaiting payment for the repairs completed and return of the vehicle.

Customer Rebuttal

8/4/2022

When I was driving the car it cut-off on me and my kids on the freeway. No check engine light was on or ever appeared. The only light that was on the dash board was an alert for tire pressure. I had it towed to the dealership and advised the representative that my husband and I looked at the catalyst converter and it was damaged. After the diagnostic test was done, I was advised the water pump went out which caused the engine to fail. There was never any sign of a faulty water pipe. The car was not running hot nor was the check engine light on. The initial rep (Spencer) that I discussed the car with and the agent that sold me the lemon was no longer working at the company. The new rep Jason called to tell me that Im order for Wynn's to believe that the engine was bad, I had to pay for it to get broken down. My out of pocket went from a $100 deductible to $1,050 to prove the engine was dead. I told Spencer it was the catalyst convertor and sent him a picture of the damage. You guys ignored me and decided the water pump was the problem. So now I have to pay 2000 for a car that I just purchased as opposed to going and trading the car for something else, I was left with nothing. Shame

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