Suntrup Ford Kirkwood

Given our proximity to Suntrup Kirkwood and the fact that they had taken such good care of my Mariner service, I didn't hesitate to go to Suntrup when we were looking to purchase a new Ford. While their res they had taken such good care of my Mariner service, I didn't hesitate to go to Suntrup when we were looking to purchase a new Ford. While their responsiveness and customer service were great in helping us decide to purchase a Ford C-Max, their willingness to make a great trade-in offer on my Mariner, toward a new 2013 Escape, is what set them apart. Tom provided a great amount of information about the C-Max in particular, and Mike walked us through both car purchases on our visit. We cannot thank them enough for making our car buying experience truly enjoyable. More

Going into this car buying experience, the staff overall were friendly and reassuring about the car we were purchasing. It was after the papers were signed and our (very large) check was cleared that we soo were friendly and reassuring about the car we were purchasing. It was after the papers were signed and our (very large) check was cleared that we soon began being treated like a nuisance and our needs were not met in a timely manner. In general, once we no longer were viewed as dollar signs they could have cared less about fixing the problems they reassured us they would prior to buying the car. On a side note, my husband and I are very easy to please and RARELY complain about any service, so it takes a VERY bad experience for us to go to the length and write this review. But here's how it went, we purchased the car on a Friday evening (with the promise to fix a couple door dings on the side), drove the car home and noticed after a while of driving there was an annoying rattling noise when accelerating and braking. Now, I do not believe this dealership was aware of this noise (I'm assuming they had best intentions in selling this car in an honest fashion). However, we called that night after hearing the noise and they informed us to bring the car back the next morning and they "would do everything we can to take care of it for you". The next morning, I drove the car back and the sales manager, Eric, rode in the car with me. As I had alluded to prior in the phone call it only makes this noise after a while of driving once the engine has heated up. The noise was not heard during this five minute ride and yet he reassured me to "bring the car back in when it's making the noise one day this week and we will get it taken care of". I also mentioned that the wheel pulls to the right when driving and inquired about a wheel allignment. Eric reassured me that "cars are supposed to veer somewhat due to slanting in the road"...I may be a blonde, young female but I am not stupid..I know cars are not supposed to continually pull one or the other.. but I let this go and I intend to get the wheel allignent done on my own and eat the cost. Also, the saleswoman Laura had said she would call on Monday to schedule a time to have the dings fixed as mentioned earlier. Well the next whole week came and went..hadn't heard from Laura and so I called the following Monday (a week and 3 days later) to attempt to schedule an appointment, intending to get both concerns taken care of on the same day. Scheduling was a nightmare. Finally got the car in this morning (2 1/2 weeks later). I was told I would drop the car off at 8:45am and then get a rental car and be on my way while they took care of the noise and dings. Finally at 10:45am I was in a rental car and on my way. Oh, and to add to this nightmare, these people had felt it was OUR responsibility to cover the $100 deductible to have the noise fixed, which they REASSURED repeatedly before purchasing they would "take care of"!!! It took numerous conversations and making us feel like the bad guys to not pay the deductible..which of course was completely ridiculous to even THINK it was our responsibility. So about 6pm I get a phone call back letting me know that "there was nothing we could find wrong as to why the noise was being made..even though we aren't charging you for this we did go ahead and change out a part that wasn't really even bad but hoping it would fix the noise, an expense on our part just so you know". Also in this conversation was "the screaming in the background just broke my eardrums" in reference to my 18 month old needing my attention as well. Lastly, the dings on my car hadn't even been fixed yet!! But I was told I could reschedule a time to come BACK in and have those taken care of. I requested that I just take the paint bottle with me and I would find a more reliable place to have it "taken care of". I was instructed when leaving to please return the rental car with as much gas as I had used, which was a very reasonable request and I had no problem complying. It was a bit disheartening however that when I left my car at the shop it had a quarter tank of gas and when I picked it up it was on low fuel. So here I am at home, writing this review, my Explorer in the driveway STILL making a noise while driving and STILL with dings on the side. Luckily I have the touch up paint bottle so that I can get a reliable person to fix the dings, a reliable person to figure out what's causing the noise, AND pay for a wheel allignment so my car doesn't continue to pull to the right "due to the slanting of the road" (haha). Also of mention, once I got the car home for the first time after purchase and lifted the seats (so that I could vaccuum the visible animal hair out of the car that was driving my allergies crazy) I noticed a tremendous amount of trash, food, and animal hair clumps piled up under the seats. It took me nearly three hours to get all the animal hair out and the melted Hershey's bars, granola bars, and other unidentifiable foods cleaned out. I couldn't believe any place would sell a car in this condition, and I learned to lift ALL the seats before ever purchasing another vehicle. This was the first and last car we will ever purchase from this dealership, and while they haven't "taken care of" any of the concerns promised before purchasing this vehicle, I would rather eat the costs of truly getting it taken care of in a more timely and reliable fashion than dealing with these people anymore.. and in a place where we aren't treated as the annoying ones. More

I purchased a 2001 Trans Am which needed cat converters put back on it. They agreed to have the previous owner (don't ask) come back and take care of that. I went back to have it done only to find out they put back on it. They agreed to have the previous owner (don't ask) come back and take care of that. I went back to have it done only to find out they swapped out my headers for the original exhaust manifolds and took all of my parts, including the aftermarket Y pipe. There was a big ordeal after they tried selling me MY parts back for $250. EXCUSE ME! They were on the car when I paid for it, meaning they are MY parts. Not to mention I've found out they lied about some other things about the car (go figure!). I'm happy with my car because it is a WS-6 and I managed to get my parts back. But, knowing what I know now, I would have been more diligent at negotiating a lower price. Regardless, I will NEVER go back to Suntrup for a vehicle, new or used. Be careful if you choose to find out for yourself. RECENT UPDATE: Just realized after going to DMV to get my plates today, I haven't received my title and paperwork packet from these morons. After a phone call, apparently they are still waiting for the title from the previous owner. Previous owner?! Suntrup is the "previous" owner. WTF is going on with this dealer? My temp is about to expire as I've had the car almost 30 days. How are these idiots still in business? Don't deal with them. If I don't see it before the 17th, they will get fined. More

I visited Suntrup because I found a pre-owned vehicle on their website I was interested in previously found for sale by owner on Craigslist but was unable to reach the seller. My initial meeting and follow their website I was interested in previously found for sale by owner on Craigslist but was unable to reach the seller. My initial meeting and follow up was great; and I was hoping to purchase two vehicles but unfortunately the deal didn't work out. I went ahead and bought the vehicle I was interested in the following morning and was told it would be ready to pick up later that afternoon. It had a cracked windshield and the dealer agreed to have it repaired and I was told they would let me know when that would happen. I received a call later that day that the vehicle was ready to go and to come back to the dealer at my convenience. When I finished signing the paperwork I was taken out to the vehicle, thanked for my business and just about sent on my way when I noticed a soft top included in the sale but was not with the vehicle when it was "ready to go." A porter and I retrieved it and he helped me load it in my wife's vehicle. A short while later I realized I was never given a day or time for the windshield replacement so I called the dealer and asked when that was going to be taken care of. Apparently the appointment was already set and they failed to tell me. To make an already declining experience worse, the day the windshield was repaired (Tuesday) I brought the vehicle home and decided to install the soft top and found that part of it was missing. I called them and asked if they could double check the property for it and was told they would call me back. I waited for that call back until Friday of the same week and didn't hear anything so I made an attempt to get an update and called and reached a voice mail and left a message. A short while later I received a call that I was unable to answer. The message that was left for me? "I forgot all about the missing part, and I'm trying reach the previous owner but he hasn't called me back yet...." they also explained that I could expect a call back with details. Admittedly I was irritated but pleasant when I returned the call moments later and left my own message asking when I could expect to hear back from them about this issue; and explained in detail where the porter and I found the top the day of my purchase. I don't understand how a customer that spent nearly $28,000 can be forgotten about. Sure it's probably not the biggest sale of the day, but to me it's important. I understand sales personnel get busy, but how hard is it to set a reminder, write yourself a note or even ask a coworker or supervisor for help in getting this resolved? It's now Wednesday of the following week and I've not heard anything back, and I still can't use the top I paid for that was supposed to be included in the vehicle. It's unacceptable that the responsibility has been placed on my shoulders to follow up and beg for what I paid for. The service after the sale at this dealer is horrible. I truly feel that since my check has cleared and they've received payment they feel no obligation to follow through and most likely the only way this will get resolved is via BBB.ORG complaint. I was sincerely hoping to purchase another vehicle from Suntrup and David Gibson but because of this experience I have taken my business to another South County Ford dealer and I wouldn't recommend Suntrup Ford Kirkwood for an oil change, much less a car purchase. More

Wife was sold the 5,000 mile package service for an oil change which was suppose to include an Extensive inspection. In short all she got was an oil change and hopefully engine and fuel system cleaner. The change which was suppose to include an Extensive inspection. In short all she got was an oil change and hopefully engine and fuel system cleaner. The inspection must have taken about 3 minutes and consisted of Chad checking the Green boxes on the sheet. The battery died 6 days later and the alternator was shot which seemed to have showed up when AAA had to replace it at 9pm. It also showed up on a test that was run when we took it down the street to Roy's Auto on Manchester. When we went back to complain about lack of inspection all he wanted to do is charge us $50 to diagnose the problem and also wanted us to check with our warranty to see if they would cover the replacement cost. Which every service department I have been to before and since Suntrup Ford was more than willing to do for us. The customer service was horrid and the work was LAZY. To respond to the dealer this is what was sent back. First I would like to clarify, I and my wife felt like the car wasn't inspected at all and just the green boxes were checked on the sheet. Secondly Chad was unwilling to contact the warranty company because "we didn't sell you the warranty and it is your warranty so it is your responsibility". To answer your questions: 1) Yes Chad was the only person that was dealt with on both occasions. 2) The alternator problem showed up on both AAA and Roy's diagnostic test. 3) We were being told that he couldn't check our warranty company first before running another diagnostic which we would have to pay for in addition to our warranty deductible. Hope this helps and I hope you can resolve the issues or else I am sure you will lose more business. Thank you. More

Mr. Dietz and the dealership were very friendly and we enjoyed working with them. Tom was responsive to our questions and we felt we got a fair offer for our used car. Tom also spent a good bit of time enjoyed working with them. Tom was responsive to our questions and we felt we got a fair offer for our used car. Tom also spent a good bit of time going through the operating controls with me. Our experience with the dealership overall was very good. More

This is the second time I have bought a car from Suntrup Ford and the experience was as great as it was the first time! Very friendly and my kind of people! Ford and the experience was as great as it was the first time! Very friendly and my kind of people! More