Suntrup Ford Westport

Bait ad Switch - very disappointing! Saw a 2014 Focus listed on their site, the price listed was noted that it included "all applicable Ford discounts" with the normal Ford discount info Saw a 2014 Focus listed on their site, the price listed was noted that it included "all applicable Ford discounts" with the normal Ford discount info listed (nothing about special military/student discounts). After I arrived at the dealer and test drove the vehicle, Jason told me that the price they listed was if I was eligible for both the military and student discount from Ford (which I know Ford will NOT give both, only one). The price they offered me was $1000 more than listed on their site. I gave him a number I would be comfortable paying, he took it to the manager and said they couldn't do it. We left, went to another dealer, and got the same car for the correct price without any haggling or frustration. Jason called me back on Monday and said his manager "had reconsidered" and that they could meet my price. I told them it was too late and they had lost a good customer. Beware dealing with Suntrup, they seem to follow the old model of "bait and switch". More

Our intention of visiting Suntrup Ford was to purchase a vehicle. We found this such vehicle online which even before seeing, was an 85% chance we were going to purchase it. We were in contact with Cindy, w vehicle. We found this such vehicle online which even before seeing, was an 85% chance we were going to purchase it. We were in contact with Cindy, which should have been an indicator of how our experience would be considering that it was extremely difficult getting in contact with her or for her to return our phone calls in a timely manner. We explained to her that we would be at the dealership the following Saturday morning to view the vehicle in person and to take it for a drive. We also explained that we had two children, ages 2 and 4 so we wanted to make sure the process would move along quickly. At the advisement of Cindy, we filled out an online credit application to make sure we were eligible for financing, which we did. According to her, this would expedite the process the day we arrived to view and possibly purchase the vehicle. We were then called back by Cindy, verifying they had received the application and that they would be able to come close to the payment we were attempting to target. Fast forward to that Saturday and my family, including my wife and kids show up to the dealership at 11 A.M. in the pouring down rain. Expecting the vehicle to be waiting for us to view, which it wasn't, we go inside the dealership, introduce ourselves to Cindy and are seated at a table in the lobby. At this point, we were the only customers at the dealership. In fact, we didn't see another customer until almost two hours later. Cindy acknowledged our small children and assured us that this entire process would take absolutely no time. The vehicle wasn't made available for us to view and or drive until at least 40 to 45 minutes after we arrived. Fast forward 3 hours later during which time we watched the rest of the sales staff, who we now know based on the website included Dan Gibbons, goof around and play games with each other while we sat at the same table with absolutely no idea what was going on. We weren't getting any communication from Cindy who was inside the secret double window watch tower in the corner of the lobby where Mr.Unprofessional David Evans was seated, eating Fazoli's. She indicated that he apparently was having trouble with some hi tech equipment, a color printer, and that it would be in the next 10 minutes before things would wrap up. After a couple of times of Cindy promising things were being taken care of and also letting her know that our children were tired, hungry and begging to go home, we decided enough was enough. We approached the watch tower where Cindy was seated and let her know we were leaving. We requested the keys which she then replied that her manager had possession of them and there was nothing she could do. A few minutes later Mr. Evans storms up the stairs in the tower, obviously irritated and acting extremely unfriendly, and sits down at his computer. He said absolutely nothing, not even acknowledging we were standing there. I finally had to ask if he was the person holding the keys to my vehicle. At that point, Mr. Evans flung whatever small notepad and pen down on his keyboard, tossing papers out of his way trying to find my keys. At this point, I'm finding it absolutely shocking the level of unprofessionalism and rude behavior being exhibited by this so called manager. He found my key and again, without saying a word, handed it over. I asked him if that was it which he replied that the ball was in my court, whatever that was supposed to mean. He then began saying that he had placed an order for four new tires for the vehicle and that because it was Saturday, that was delaying whatever financing options he was working on. This was all with an annoyed attitude as if I was a complete waste of his time and that we were a nuassance. I stayed professional as adults do and explained that unfortunately, we needed to leave but he could contact us either the following week or we could work on a deal after the holidays. Upon leaving, we expressed our disappointment to Cindy in the way we were treated by Mr. Evans and that we were second guessing purchasing the vehicle after his shocking behavior. On a two and a half hour drive home, we decided to call Cindy back and let her know that we still wanted the vehicle, but did not feel comfortable nor did we want to have to work with Mr. Evans again. She understood and explained that wouldn't be a problem.She would be in touch next week or when she had additional news about the vehicle. About an hour following that conversation, we received a call from Cindy who explained the Mr. Evans was no longer willing to work with us in regards to our trade value, in other words saying that he no longer wanted to do business with us. Not even after his tantrum did he have the slightest bit of professionalism and call us personally. Although we were disappointed, it was almost a relief not having to deal with this dealership again after our horrible experience. My wife and I during our lifetime have purchased over 10 vehicles with numerous different dealerships and have never, ever experienced this level of rude behavior directed at a paying customer, especially a customer who sat in a dealership for three hours with two small children with little to no communication. I also work in sales and couldn't imagine running my business with an employee such as Mr. Evans in a managerial position. The severe lack of customer service, professionalism and common courtesy at Suntrup Ford is mind-boggling. My wife and I will be buying a new vehicle in the next month and not only will it not be from Suntrup Ford, but we will never consider this dealership again. We will also be advising our family and friends who live in the St. Louis region to not purchase a vehicle from them either. More

My wife and I recently went shopping for a certified pre-owned car after our car was stolen. After intense internet research we felt confident with the make and model of car we wanted to purchase and p pre-owned car after our car was stolen. After intense internet research we felt confident with the make and model of car we wanted to purchase and proceeded to look at a ford fusion and Suntrup Ford. When we got there we had about a 10 minute wait to get help (waiting became the theme of this car purchase). We were hoping to meet with Cindy (who I had emailed back and forth prior to going), but she was unavailable and so we were shown cars by Malik. Malik was a nice and friendly car salesman, however, it did not seem like he was very knowledgable about the car we were looking at, but this was ok since we had done plenty of research prior to our shopping. After test driving the car we felt comfortable that it was time to purchase. We sat and negotiated with Malik, which went fine and again he was very friendly, and were able to get the cost down some as well as get free ford certification. So up to this point I would say that our visit was acceptable. However, after we had decided on a price the wheels came off. We had been pre-approved for an auto loan, but Malik thought they could get us a better deal. Having gone through this process at other dealerships I figured it would only take a few minutes to sort out and so we agreed to let them try and get a better loan for us. After an hour+ of waiting on an empty stomach Malik comes back and says the finance guy could not find anything near as good. I am glad that we wasted so much time sitting in that office that night (it felt mainly like it was the end of the day/month and they were ready to go home). We made arrangements to drop the car off thursday for the certification process and to finish off the paper work and went home. The next day we get a call from Malik asking if we can bring the car in friday instead of thursday for certification. We had already rearranged our schedule to fit in a thursday morning appointment, but really wanted the security of the certification so agreed to bring it in first thing friday morning (830am) so that we can make a 10am appointment we had that day. Friday morning we had a further 30 minute wait as Malik is late to our appointment. As we were rushed to get to our appointment, we were unable to finish paperwork that morning. Friday afternoon we got a call that our car will not be finished with inspections until monday, further adding to the many delays we experienced in this process. Finally on Monday we went to collect our car, and to our surprise we had to meet with Cindy instead of Malik (Cindy was also quite friendly). Unfortunately I don't think Cindy was fully aware of what we needed to sign and this greatly added to our confusion. We did finally get everything done, but it was a long drawn out process that saw us sit and stare at the wall a this dealership way to long. One more thing to add is that the car is supposed to be returned with a full tank of gas after the certification process and the dealership failed to do that, but we were so tired of waiting around we decided to let it slide. In summary, we came into the dealership knowing what car we wanted and got the price we wanted. So they had to do no working in convincing us of a car, and proceeded to make us wait and waste time for the rest of the experience. We would be highly unlikely to buy from this dealership again. More