Sunset Ford - Service Center

Outstanding Michael is the epitome of what customer service is supposed to be. I could not be happier with the way he handled my situation. He took care of me wi Michael is the epitome of what customer service is supposed to be. I could not be happier with the way he handled my situation. He took care of me with outstanding communication. His friendliness, compassion and knowledge made my overall experience an 11 out of 10. Give that man a raise!!! More

Lonnie is great! I really enjoyed my experience interacting with Lonnie the other day. She was very friendly, easy to talk to, detail oriented, warm, and showed grea I really enjoyed my experience interacting with Lonnie the other day. She was very friendly, easy to talk to, detail oriented, warm, and showed great concern about getting my problem solved as quickly as possible. She has great customer service skills, and has me looking forward to my next visit. More

Thank you Lonnie Lonnie did a great job of working out the details with FordPass recently. She keeps the Customer informed about when the service will be completed an Lonnie did a great job of working out the details with FordPass recently. She keeps the Customer informed about when the service will be completed and explains everything very well. She has such a great attitude about her job and has a wonderful personality. Thanks Lonnie. More

Doug was very honest and straightforward throughout the entire process of repairing my F150. He was willing to (in my opinion) go above and beyond in helping me navigate a tricky situation. entire process of repairing my F150. He was willing to (in my opinion) go above and beyond in helping me navigate a tricky situation. More

A great job by Lonnie Pope yesterday keeping me up to date on the service work being performed at Sunset Ford. She was able to answer all of my service questions and explained the cost in detail. Thank date on the service work being performed at Sunset Ford. She was able to answer all of my service questions and explained the cost in detail. Thank you so much. I am going to look for her next time I pull into the service bay. She will be easily recognized by her smile and great attitude. More

Air Base Recall I got a letter from Ford for a recall on my 2008 Ford Ranger Pickup! I scheduled the service through this dealership! BIG MISTAKE! When I brought my t I got a letter from Ford for a recall on my 2008 Ford Ranger Pickup! I scheduled the service through this dealership! BIG MISTAKE! When I brought my truck in it was running fine. The airbag was changed and when I picked it up, I could barely make it home with my truck. It kept dying at stop signs, stop lights. It cut out and had no power. I called the dealership and explained what had happened. Of course they immediately took a defense and said they didn’t do anything to my truck other than changed the airbag. I was told I could bring it back on Saturday and they could get it looked at on Monday! I to,d them that wasn’t acceptable that I had planned on going on a camping trip over the weekend. Sunset Ford never offered my a loaner vehicle or anything! In the recall letter from Ford it even states a loaner car is available. Mentioning that too was to no avail. It took my neighbor whos a mechanic to tell me that they had to disconnect the battery ( for safety issues) before putting in the airbag. But what they failed to do was to reset the computer afterwards! Luckily my neighbor has a machine he hooked up to my truck, and recorded the codes it said and reset the computer accordingly! I then test drove my truck and it runs fine now. NO THANKS TO THIS USELESS DEALERSHIP! Who don’t want to take blame for nothing! If you get a recall notice in the mail a headache saver would be NOT to take your vehicle to Sunset Ford! Find a different Ford Dealer! I will never return nor buy Any Ford or from this dealership, or any other vehicle for that matter from them! Very disappointing! Praise to my Neighbor!! More

great and timely work I will be back to Sunset just because of this experience, it was all great, Lonnie kept me updated and the car drives great. thanks for your help I will be back to Sunset just because of this experience, it was all great, Lonnie kept me updated and the car drives great. thanks for your help More

WORST SERVICE DEPARTMENT I wouldn’t recommend this place to my worst enemy. The service department shouldn’t be allowed to touch a vehicle. A 1 star review is 1 star too many. I wouldn’t recommend this place to my worst enemy. The service department shouldn’t be allowed to touch a vehicle. A 1 star review is 1 star too many. Have an appointment? Your car will still sit in their lot for days before being touched. Then there is the REAL problem. They installed a new AC compressor under warranty on my 2017 Mustang GT. They stated on paper that had to jack up the motor to get it out, and that they had to loosen the transmission mounts. I got it back and have driven the car several months now before finding out that the transmission was never bolted back to the car. The weight of the transmission has been being held up by the exhaust hangers and header bolts. Who knows what other damage has been done to the header bolts, motor mounts, u joints, drive shaft etc... I will be having the entire car gone through elsewhere to check for other damage from this. HOW DO YOU FORGET TO BOLT THE TRANS TO THE CAR?!?! I called today to discuss the matter, and couldn’t get ahold of anyone. This service department should be shutdown. More

Dishonest I was a loyal customer with Sunset Ford and was even test driving new Fords with Cory for a purchase of a new Ford this year. I brought my F15 I was a loyal customer with Sunset Ford and was even test driving new Fords with Cory for a purchase of a new Ford this year. I brought my F150 into Sunset Ford to have the oil changed. I had an appointment for an oil change on 1/18/2020. Brett Mathis checked me in. Brett said I needed to have a transfer case service, front and rear differential service. He said with the oil change, it would be expensive. Over $500. I asked how I would know that work was completed. He said "we are a dealership". That did not answer my question and due to the high cost of that service, I wanted to make sure the service was completed. I was told the oil change would take an hour and if I had the other work done, it would add another hour so I opted to do a emission inspection for my plate renewal and would reschedule. I had an appointment for an oil change and 1 hour allocated for that service. At the time I called, they should have told me I was due for that service so I could schedule it. I called back on 1/20/2020 and talked to another service rep, Mike, who I had dealt with in the past successfully. He assured me the work would be done and would let me see it was done. I was told it was so expensive because they had to get to the parts to change the fluid and that was a big job. He also said they have cameras everywhere to watch mechanics. That was not true. He took me to the back and started pointing out the cameras which he was unable to locate. I watched them change the fluid in the front axle and he pulled out a plug. It is the same for the axle in the rear because another mechanic showed me where the plug was located. I did not see him change the fluid in the rear because I had to go back to the waiting room because Mike said I cannot stay back there. I am not sure if the rear differential fluid was ever changed. I spent over $500 for an oil change and fluid change on axles. Total time it was serviced was not even an hour. Mike, made the appointment for me to come in but would not give me a specific time. I had to wait an hour before they had my vehicle up on a hoist. That was confusing because I was told if you have an appointment, you would be serviced at that time. Mike walked me back to the vehicle, which was up in the air on a hoist. The mechanic told me he topped off the fluids already so I did not see any of what needed topping off. When the vehicle was up in the air, he pointed to some hoses that were freshly wet and said I had a coolant leak and the hoses needed replacing. I told him I had no indication the coolant was leaking; nothing on the driveway and no temperature indicator on the gauges. He said I would not necessarily see anything due to the engine was hot and it would evaporate. My total for the fluid and oil change was $517.95. $329.68 was for parts. I did not see them use any parts. I was taking a long trip. He told me I needed to have the work done immediately. Mike told me he would give me a price of worst case scenario and then hopefully it would cost less. When I received the bid and it was $560 for labor plus parts with a total of $675. 00. Mike said it was so expensive because the hoses were difficult to get to and that now the price would be firm. I scheduled the appointment but thought it was odd because Mike wanted me to come in the same day the mechanic was working. I had to delay my trip to fit it into their schedule of when they were both working. He would not give me a set time either. He told me to come on any time during the morning. I scheduled the appointment. I decided to get a few other opinions on the price so I drove my vehicle over to Car X on Watson Road. They inspected the vehicle from top to bottom and ran a pressure test. There were no leaks of any kind. I decided to get one more opinion just to make sure and drove it over to Marty's Auto Shop on Gravois. The mechanic brought it up on the hoist and told me whoever changed the oil was very sloppy with the oil change and had gotten it in places it was not supposed to be. He pointed out where the oil was sprayed or leaked - hence the moisture on the hose. He did a thorough inspection and found no coolant leak or any type of leak. In fact, he showed me how easy it was to access the plugs on the transfer cases and axles. He also showed me where it would be leaking if it were coolant hoses and it was not the hoses the mechanic at Sunset Ford indicated. When I got home, I noticed Sunset Ford had stapled a report card to the invoice. The service rep never went over this with me. The report card stated: "Systems / Components" "BELTS / HOSES / MOUNTS - every box was checked green for OK - nothing wrong with anything. On the bid for the work to be performed, it stated "Fluid Leaks require immediate attention. Coolant leaking from around the drivers side turbo". Total was $675.48 PLUS shop supplies. I took my long trip and had no problems. No leaks still since 1/21/2020, the date Sunset Ford told me I had a coolant leak and hoses needed replacing immediately. Before I filed any reviews online, I wanted to make double, triple sure the information is correct. It has been over a month. I had been test driving new Fords with Cory at Sunset Ford and was going to buy a new Ford this year. I was hoping I could trust a dealership however, after this experience, I do not trust the Sunset Ford dealership in Sunset Hills. Mike called me about a week ago and left a message to find out why I did not come in for the service. I called him back and asked him to call me but he never did. I am filing the complaint to help others be aware of the various methods Mechanics use to rip people off. More

Best experience ever I am not a big fan of sitting at the computer and write reviews. As far as I am concerned anyone should be honest and respect their clients. Unfortuna I am not a big fan of sitting at the computer and write reviews. As far as I am concerned anyone should be honest and respect their clients. Unfortunately, in this world that is just often not the case. I bought parts from Sunset Ford over the internet, the first time they send me the part I got the wrong thing. OMG, I thought, here we go, this is the beginning of a long frustrating story. I was so wrong. I called, reached Brian the manager of parts. He told me he was sorry for the mix up. I received the correct part in no time and , they send me a return label for the part that was initially send out in error and all was good. Great people, excellent service. Thank you Brian, I will certainly buy from you again. Michael Kienzl More