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November 2023 by Marc W.
Not impressed. Wouldn't go back. Finance part was rushed. Barely went over details. Sent multiple emails to sales person bc car had no floor mats. He got back with me, says he would look into it, never heard back. Wouldn't buy a car there again
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October 2023 by Queen A.
Financed what I thought was a decent 2014 Ford Escape in August 2022, to replace my vehicle that was totaled in a non at fault accident, so I was kinda in rush to get a vehicle to be able to keep my job. During the test drive, the vehicle initially sounded fine, the oil light was on but they were in the process of fixing the oil leak. Got approved for the car, then here comes the list of issues. 1st issue, a month later, the ac stopped blowing through the vents, had to pay over $500 to get it repaired as it was not covered in the warranty.2. Started hearing squeaks, noises, rattling, grinding not too long after this (i am not heavy on the breaks, nor am I one of those drivers that does not care about my vehicle, my life and other's people lives and their vehicles, i try to drive a safe as possible) Michael (which i believe is no longer at the Kirkwood location) in service was always nice to me, but as many times as I have brought the vehicle back to suntrup, they definitely could've probably seen what was going on under the hood) and I found out that Dobbs works with my then warranty (and now I currently have no warranty, they advertise for "lifetime warranty" though, because I'm over the milage in my contract). Went to dobbs to get an diagnosis, and guess what, over $1900 in SUSPENSION WORK, and the tires were bad, luckily I only had to pay the deductible which was $200, i was having issues getting to work so that I could pay for this!!!! And when i mentioned to Tiffany about these noises, my saleslady, her response was literally "well maybe it'll squeak itself out"?? Got the work done, and 3...still hear noises!!!!!! I bought brand new back breaks and rotors, had them installed, and I wasn't hearing as much as the horrible noises I was hearing by this time, i mean i was scared to break, or scared if i needed to suddenly do a hard break because the vehicle sounded so bad. My dad recently paid for front breaks, and I can't even list everything off the top of my head that has been going on because I want to get rid of the vehicle but I still owe around $10K. 4. Got the front and back shocks/struts replaced at Meineke, another $1600 worth of work (along with going back and forth with them about how they didn't initially diagnose my vehicle, they essentially went on my word that the shocks and struts were the problem, then told me that my vehicle needed a control arm, another almost $360!!!!!!!) because you can LITERALLY hear and feel bumps or me trying to avoid hitting potholes, etc, then again, STILL HEAR SQUEAKS AND NOISES. My dad took my vehicle TODAY(10/24/2023) to AAMCO for diagnostic testing and guess what, more issues, something about parts are dragging causes the transmission to move excessively, sway pads (i have no clue what any of this is) and other issues that will have to be paid out of POCKET!!!!!! I am beyond furious and disappointed at all these issues, i only work part time because of my health and I simply can't afford to keep paying more into the car more than me trying to pay off the car sooner as I didn't want a long auto loan. I simply do not want this vehicle anymore.
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September 2023 by Patricia C.
Received a letter from Ford about an issue with my Ford Focus' transmission (TCM). My car only has 35,000 miles. Called and was told by the rep that my car's long-standing issue sounded exactly like the TCM. She reserved a rental for me. Took the car in. Got a call later that it's not the TCM, but the clutch. They can fix it for $3500. Ahem...So to get my car back--the one Ford recommended I bring in--I had to pay $250.00 for the "diagnosis" and $48 for the rental. Took my car to a local mechanic, who confirmed what I'm now reading all over online, which is that Ford Focuses have had ongoing clutch issues, that Ford is well aware of the problems, and that Ford refuses to do anything about it and too bad for the customers. No one at Suntrup mentioned any of this, of course.My husband and I purchased 3 new Fords over the last 20 or so years. Ford used to be a good company who stood by their vehicles. Clearly that's no longer the case. I feel scammed. Shame on the lot of them.
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November 2022 by M S.
This dealership really struggles with a lot of issues. They have horrible communication. I have never been able to get through to someone right away, and they often take many days or a week to return phone calls. The sales people were misleading about car delivery times and costs. They also were misleading so that they could keep a sale and financing when I tried to take it elsewhere. They overcharged me for the price of the car compared with the MSRP quoted by Ford Motor Company. This is genuinely the worst dealership I have worked with in my life.
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January 2022 by Cory P.
I use to give this location the benefit of the doubt because I never had issues until my wife had a wreck of time with them. I've been trying schedule oil appointments the past two weeks and always being put on hold. I finally got through and got one made. I call Into today to let them know I'm going to drop them off only to be told that it won't get seen tomorrow. Why the hell should I bother making an appointment and why the hell would they not tell me that while I found out on MY end. What a joke their SERVICE is and I and my family will no longer go to their location. Also will not recommend family friends and other first responders to go to their location. Don't even get me started on the sales team....
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August 2021 by Larry P.
The service department doesn't listen, doesn't care and goes through the motion of fake smile and excuses like, " it's the ownership not me!" All the whole they charge you for something they can't fix! I'll never buy from any of their dealerships nor will I ever give them my vehicle to service again!
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May 2021 by brian sterr
In and out, my go to for my oil changes and vehicles needs. I bought my truck here back in 2019
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November 2020 by Hersson C.
This place on body shop is really good, and the customer service is much better, Tammy is great! Thank you Tammy your help with my Ford Explorer white was amazing! I recommend this place for ever!
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August 2020 by Joshua C.
What a joke of a dealer! GO ELSE WHERE! They don't care about their customers, they just want to make a sale and move on. When buying a used truck I tried to negotiate price with a few extras to make the "deal". After all they wanted to "earn my business". These folks are your typical "used car salesman". Promise the world and deliver less than what is promised. After only budging $500 and throwing in a bed liner (tried to negotiate a tonneau cover as well but they said absolutely not and let me walk away). After a few days and being in need of a vehicle we made a "deal". The vehicle was sent to the shop for "detail". I guess they thought running the hose over the car was adequate. Dirt all over from spots they missed and smelled of smoke (didn't smell it during test drive). Porter asked the salesman if he wanted to "bomb" the interior, in which the salesman (Kevin) in a snarky voice said "NO, just wash it". I thought that was strange that the porter was asking to bomb it. Being able to do this job myself and clean the interior, I left this issue be just to get away from this dealer ASAP. The salesman (Kevin) had agreed for me to come back to install the bed liner at a later date (2 days later). In that time I installed my own tonneau cover. The day I brought it back the salesman looked at me and said, "oh, you installed a tonneau cover", like I wasn't able to and it would be such a large hassle to put the bed liner in. After a few hours of the vehicle being there the salesman calls and says "you have to bring tools with you to install this tonneau cover, we don't have the correct tool". Excuse me! You took it off and can't reinstall 6 clamps that require a 12mm nuts to be tightened? What a joke! When I arrived back at the dealership I inspected the "installed" bed liner. The bed liner was merely sitting in the bed. The bolts to hold the bed liner in place were not installed and others holding the tail gate were loose. This place has done nothing but put a bad taste in my mouth. Not to mention they push their "Lifetime" powertrain warranty that is good for 90 days. Steer VERY clear of this dealer and service department. Sales = Grade F Service = Grade F Financing = C (they got us out quick and finance manager was understanding that we didn't want "what he was offering", although we were all pre-approved through our credit union and had our ducks in a row).
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August 2020 by Emily P.
I just purchased my first car- 2020 Ford Escape titanium! Tiffany was the sales lady that helped me through the process. Everyone was so helpful, answered all questions I had, and provided relevant/concise information for me. Not only did Tiffany and the Suntrup Ford team know their stuff about cars and the selling process, but I was out of the dealership in 3 hours from start to finish! They are nice, great people! I'll only be going to them from now on!
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June 2020 by Robert W.
Always read the fine print on their pricing. This place will show a price that few may actually qualify for. Then the price jumps hundreds or even thousands by the end of the various disclaimers. Shameful practices.
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March 2020 by Kelly M.
DO NOT GO HERE. Seriously. Take your car somewhere else. I went in for my horn not working. They diagnosed and said it would cost $550 to fix. I agreed (because I need a working horn) then they call me the next day when I was supposed to pick it up and tell me that the part they put in didn't fix the problem and that it would be an additional $600 for a whole new steering wheel. So the first part I paid for for $550 wouldn't of even been used in the new steering wheel. I refused to pay over a thousand dollars because THEY misdiagnosed the problem. I left having to pay $550 for absolutely nothing, because my horn still doesn't work. Seriously. Do not go here, unless you are fine with throwing hundreds of dollars down the drain for nothing to be fixed.
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February 2020 by Jillian H.
30 year old female, had tremendous car issues back to back - typically intimidated by mechanics. I WAS going to Sunset Ford because I have free services there (save yourself a hernia and don't go there) BUT I LOVE visiting John S at the Suntrup Mechanic in Kirkwood. Wow is he the nicest human ever. He made me feel safe when my power breaks went out over the holiday. I knew he was going to make everything ok. And even though my car was in the shop for 3 months due to part errors. I STILL think he's the BEST and would rather hit myself in the thumb with a hammer than accept free services from Sunset. John is the reason I'm purchasing my next car at a Suntrup dealership.
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January 2020 by Andy Z.
I came here looking for a new truck. I found the truck I had online and liked the price that was listed. Only when I got to the desk of the salesman somehow magically the price has gone up. I was told that a promotion ended the day before (Sunday) and the prices were wrong. Hmm, I get promotions end but why still have prices listed. So I decided to look for a used F-150.... people of St. Louis let me stop you here. They are not willing to negotiate and then make you feel like if you don't buy the car this instant it's going to automatically sell to whoever pulls in the lot next. This place is real good at the bait and switch. Buyer beware is an understatement..
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October 2019 by Debbie S.
We bought a Ford Escape for my teen daughter after an accident. In the first two months we had major repairs and now again in October the same issue has come up and now it will be another $2000 in repairs. We will have spent over half the price of the car in repairs in the first 10 months of owning it. Never buy from this dealer again.
