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Sunset Ford - Service Center

St. Louis, MO

4.5
1,741 Reviews
Call Service Center (314) 843-4431

1,741 Reviews of Sunset Ford - Service Center

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July 26, 2021

Service department seems too busy on the phones to get customers checked in properly Didnt take care of a warranty problem that needs to be submitted to FORD More

by mdharmansr
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
No
Employees Worked With
Sean Johns
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Jul 26, 2021 -

Sunset Ford responded

We are sorry for the delays or shortfall you might have experienced, as we are short staffed a few employees lately due to illnesses going around. I am happy to review your service visit and see what I can do to assist with properly addressing your warranty concerns. Please feel free to call or email me. Thank you, Justin Heutel, General Manager Fixed Operations. 314-467-1120 or jtheutel@sunsetford.com

July 25, 2021

Maintenance work was finished when it was promised, friendly service team! Appreciate the professionalism of the staff and when repairs are needed, they are always done right. More

by richardnahmensen
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Lonnie Pope
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Jul 26, 2021 -

Sunset Ford responded

Thank you for the outstanding review! Lonnie is a great asset to our team, and we are so happy to hear that she took care of you. Our team wishes you all the best, and we hope to see you again!

July 24, 2021

They listen to what you have to say or questions you might have and take care of what’s wrong. I really appreciate the shuttle service. More

by BEV8
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Michael Wilhite
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Jul 26, 2021 -

Sunset Ford responded

Thank you so much for the fantastic review! It was a pleasure working with you and we will see you next time!

July 24, 2021

Lately I feel like they are selling additional services that may not be be warranted. On this most recent visit I just wanted routine maintenance. $240 in other services were recommended. I took this as More

by TWEIS.Lim
Quality Of Work
Friendliness
Price
Recommend Dealer
No
Employees Worked With
Michael Wilhite
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Jul 26, 2021 -

Sunset Ford responded

I really appreciate your feedback, and I am so sorry to hear your experience went this way. This is a complaint we normally do no see, so I hope it was a simple misunderstanding. Being deceitful is not in our interest, and certainly not in Mike's interest being his longevity with our company and the great reputation he carries. Our service recommendation menus have titles on them that identify "Sunset Recommended Maintenance" and "Factory Recommended Maintenance." We aim to provide our customers a copy for you to see this, so I am sorry if you did not receive yours for clarification and transparency. I am happy to discuss the services received/sold to you and see if we can offer some assistance. We have no interest to have you feel you purchased something that was not warranted. Please feel free to reach out to me. Thank you, Justin Heutel, General Manager Fixed Operations. 314-467-1120 or jtheutel@sunsetford.com

Jul 27, 2021 -

TWEIS.Lim responded

Justin, I appreciate your response on this. When I got home that day and checked the Ford maintenance schedule I was not happy to see these extras not on their list for 30,000 miles. I was ready to change service dealers. After I talked to Mike about this, I don't feel he intentionally misled me and frankly I should have asked more questions. But I think I impressed on Mike I expect clarity on the difference between Sunset recommended service versus Factory recommended service. A few years ago I rarely received any suggestions from Sunset apart for the Factory recommended service. That always made me feel they had my best interest at heart. That has changed in the last 2-3 years. I have learned from dealer to dealer there are different "extra recommendations" for the same vehicle and mileage. What's really true? Ford should really come out and either endorse or reject these extra services as warranted and put them in their owner's manual. That would give me some confidence I am not being sold something that is not cost effective maintenance.

Jul 27, 2021 -

Sunset Ford responded

I completely understand. I also really appreciate you continuing to explain what happened. So, I can shed some light on the recommended services. Over the years we have learned that customers depend on us to advise them how to maintain their car properly (above and beyond the factory warranty). We have found that customers place the liability of the success of their vehicle's longevity, performance, and overall reliability on us since they bring their Ford to us for service. Meaning, if something failed, say the transmission, we used to be held responsible for not recommending a transmission fluid exchange sooner. If tires wore improperly, we took blame for not suggesting alignments soon enough. And so, naturally being in business for over 100 years, we took that as an indication customers wanted to know what they ultimately needed to do in order to 100% maintain their vehicle to avoid the most costly repairs. With that, we created our current service menus we have today. One side of the menu shows Ford minimum requirements to maintain your vehicle with no guarantees beyond the 5year/60,000mile powertrain. The other side of the menu shows Sunset Ford's recommendations to provide greater protection beyond the factory coverage/warranty period. Many of the services we provide are backed by BG Services, who provide $2,000 - $4,000 of additional coverage if by chance a related component would fail. The idea is, if you change your fluids more often, keep your vehicle in top condition, the cost of repairs diminish and so does vehicle down time. Bottom line, our staff should be presenting both sides of the menu clearly to allow the customer to choose freely what works best for them. So again, I am very sorry if this was not conveyed, but I hope this helps and I do believe Mike has your best interests. Next time you are in, have Mike show you the difference and ask any questions you have. Feel free to reach me if need be. We appreciate your business! Thank you, Justin Heutel, General Manager Fixed Operations. 314-467-1120 or jtheutel@sunsetford.com

July 22, 2021

Awesome service department… Brett Mathis is my service go-to-guy…. He’s very reliable and takes care of all my truck F150 service requirements More

by AHOLTMIKE
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Brett Mathis
5.0
This rating includes all reviews, with more weight given to recent reviews.
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Jul 23, 2021 -

Sunset Ford responded

Thank you for the fantastic review! Our team truly enjoyed working with you, and we look forward to your next visit with us!

July 22, 2021

Very clean and nice Ford rep to work with. I think his name is Brett Mathis. He explained the items/services needed and why. He also explained some why some things could wait More

by carla.jokerst
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Brett Mathis
5.0
This rating includes all reviews, with more weight given to recent reviews.
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Jul 23, 2021 -

Sunset Ford responded

Thank you for the great review! We are so happy to hear that Brett took great care of you, and we appreciate your business. Our team is here for any future needs. Come back and see us!

July 21, 2021

They offered Great and Fast service. I would definitely recommend my friends and family to have their cars serviced by Sunset Ford. I’m glad I chose Sunset. More

by AVMTECH1968
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Mike Konersmann, Lonnie Pope
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Jul 22, 2021 -

Sunset Ford responded

Thank you so much for the outstanding review and recommendation! It was such a pleasure working with you, and our team hopes to have you back again.

July 21, 2021

I was amazed at how friendly everyone was; considering how busy you were. (I hope all your employees several breaks during the day considering when they work it is nonstop.) More

by ERICPAG13
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Mark Erickson
5.0
This rating includes all reviews, with more weight given to recent reviews.
Other Employees : Michael Wilhite, Lonnie Pope
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Jul 22, 2021 -

Sunset Ford responded

We appreciate the kind words! Our team enjoyed working with you, and we hope to see you again!

July 21, 2021

It is very noisy at the front desk it’s always hard to hear the people when they are talking to you. It seems like everyone is yelling More

by JANE15
Customer Service
Quality Of Work
Friendliness
Recommend Dealer
Yes
Employees Worked With
Michael Sensmeyer
4.0
This rating includes all reviews, with more weight given to recent reviews.
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Jul 22, 2021 -

Sunset Ford responded

We appreciate the feedback on your visit. Our team truly enjoyed working with you, and we hope to see you again!

July 20, 2021

Exceptional service. My go to dealership for many years for purchases and service. I would highly recommend Sunset Ford. Our current vehicle is a Ford Escape and we have a maintenance contract, but they al More

by sdbasden43
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Michael Wilhite, Jacob Klinckhardt
Report | Print
Jul 21, 2021 -

Sunset Ford responded

Thank you so much for the great review and recommendation! We appreciate the feedback, and we are so pleased to hear that our team took care of you. It was a pleasure. We will see you next time!

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