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| - Purchased a 2016 Ford Focus Titanium through Surprise Ford. I was quickly put in touch with Robert Murray who provided prompt, honest information. I purchased the vehicle and the original delivery was painful, at best! It actually took over 2 days to have the car purchased and delivered the first time. After the purchasing process, I noticed the store had spelled my name incorrectly, resulting in the need to sign the same paperwork all over again. Part of this was my error for not noticing my name was spelled incorrectly the first time. Took the car back since I was due tinted windows, door guards, and added paint protection. Additionally, the passenger rear door was not in alignment on a brand new vehicle! That process took several days the first time, only to find the newly installed window tint peeling off the back window on the second day, and dust and air bubbles under the tint on almost all of the windows. Upon speaking with Jorge in the Service Department, he advised me the window tinting is "not installed in a dust free environment". I then advised the engine and hatch back compartments were filthy; covered in layers of dust and dirt. Jorge had the car taken back to the detailing shop after instructing the department to clean it correctly, the car was brought to me a second time for delivery and the compartments were "slightly" cleaner. A day after stewing, I received a call from Andrea Nolker asking about my satisfaction with my new vehicle. I shared with her my story and she requested I bring the vehicle in and we would review what happened. Mrs. Nolker was able to fix every one of the problems with the car! If it was not for Andrea Walker I would also never do business with this store again. The communication within the store is severely lacking, but Mrs. Nolker was able to pull all the necessary departments and people together to properly deliver a new vehicle properly on the third visit!
I would like to thank Andrea Nolker for taking the time to care about the customer and follow up. She is a true asset to any organization, but especially to Surprise Ford! After reading all of the other complaints about this store, I do understand the apprehension noted, as I have experienced the exact same lack of caring or business acumen. I wish this store much success in turning themselves around with team members like Andrea Nolker, and I would also like to hear back from a Ford representative NOT from Surprise Ford! (4th request) Daniel Lehman
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