Sunset Ford - Service Center

Robbed! My father and I brought in his 2009 Ford Escape to Sunset Ford of St. Louis for the oil light on and what we thought would be a complete engine replac My father and I brought in his 2009 Ford Escape to Sunset Ford of St. Louis for the oil light on and what we thought would be a complete engine replacement. We met with Lonnie Pope of the Service Center and discussed that we needed a diagnostic run to determine if we needed a new engine or not. Lonnie told us that it could not be done on the day we brought it in, Thursday, but they would get it in Friday. Friday came and my father got another phone call saying they would have to get to it on Monday. Monday evening we got a call saying that we would not need a new engine (Good News), but we would need a new oil pan, oil pan gasket, oil change, timing chain cover and timing chain gasket. The total for all of this work was $3100 + tax. My father called me that evening around 5:45p.m. to tell me what Sunset had said. I immediately called and left Lonnie a message to call me ASAP so that I could tell her not to do any work. She called me back Tuesday morning at 7:16a.m. She gave me the breakdown of parts and labor: New Oil Pan and Gasket with Oil Change $880, New Timing Chain Cover and Timing Chain Cover Gasket $2200. I told her to stop all work, she said it was too late, they had already started at 7:00a.m. I told her she could not have started on both projects. She said the oil pan had not been started. I told her do not touch it. She said ok and we got off the phone. Five minutes later she called back and said she could drop the price of the oil pan by $300 because she talked to her boss. I said NO WAY!!! After making some phone calls to 3 other Ford dealerships and coming to my senses I realized that none of this would fix the problem of the engine rattling to begin with. Also the other 3 Ford dealerships said the job would be $1200 + tax for the gasket on the timing chain cover and an oil change. This was $1000 less than Sunset (same type of Ford dealer). I spoke with the manager and he said he would drop the price to $1400 plus tax and was not going to replace the cover. We were expecting the car to be done later that day since I was told the job was a 7.3 hour job and Lonnie had said they started on it at 7am. Instead, they told us it would not be done until the next day at 12:00!!! When I asked the manager why he said they wanted to make sure that they did the job right. Finally, on Wednesday about 10:00a.m. Lonnie called and said the car was ready and they would only charge $1180 after tax. This is great that they only charged the NORMAL price, but if I would not have caught them in a lie my dad would have been screwed out of the rest of the money. When we went to pick up the car, Sunset Ford gave us a free car wash but of course, the car wash was broke! It’s a sad day in America when our Vietnam Veterans and Senior Citizens are treated like this. Unless you catch them in the act and are ready to put on the gloves and fight, they will take your money no questions asked. If they are caught a mere apology for the mistake should be acceptable??? After posting a poor review on Yelp I was contacted by Justin Heutel, the Fixed Operations Director, of Sunset Ford. He apologized for what he said was a “misquote” and said the computer system was messed up and they would have to look into it. There was NO misquote, and how does a dealership that big have a computer system that gives out the wrong prices for labor. If I would not have taken the time to get quotes from other dealers, we would have had to pay the $2200 not including the $880 oil pan. Justin did offer us a free $35.00 oil change for our troubles, but we won’t be going back to Sunset Ford for anything. More

Saved Diesel Engine While on vacation in the southeastern US, diesel exhaust fluid was mistakenly added to the fuel tank, thereby contaminating the fuel. The local deale While on vacation in the southeastern US, diesel exhaust fluid was mistakenly added to the fuel tank, thereby contaminating the fuel. The local dealership said; do not start the engine and have it towed to us. We did as directed. The service tech said told us to be prepared to replace the engine as he thought the contaminated fuel reached the injectors. At this point i contact Jim Heutel at Sunset Ford who quickly had Brian Noeth contact the technician. Brian let the tech know that if the engine had not been started, the fuel did not enter the injectors. Brian instructed the tech on how to proceed and he was correct. The procedure worked perfectly and saved us approximately $25,000.00 in engine replacement costs. I can't thank Sunset Ford, Jim Heutel and especially Brian Noeth enough. More

Mike was very nice to me as costumer. I will recommended this Sunset Ford service to other costumer, Mike Sensmeyer was nice ,knowledge about my problem with the car. Good costumer se I will recommended this Sunset Ford service to other costumer, Mike Sensmeyer was nice ,knowledge about my problem with the car. Good costumer service, give 5 stars to him. Thank You Mike Sensmeyer, Costumer. More

Great customer service Jennifer was so helpful from start to finish with the initial quote for repair, meeting to look at the vehicle and coming in to get the repair. She's Jennifer was so helpful from start to finish with the initial quote for repair, meeting to look at the vehicle and coming in to get the repair. She's very knowledgeable and pays attention to detail. She was able to answer all my questions and was very responsive. Thanks for making it easy! More

Lack of accountability Despite being across town from Sunset I have had all my service work done there since buying my truck from them in 2013. After telling me my 2012 F-1 Despite being across town from Sunset I have had all my service work done there since buying my truck from them in 2013. After telling me my 2012 F-150's front brakes needed immediate replacement last February I had the work done within a week. Recently I visited another Ford dealership for the first time (very close to home and I planned to leave town that afternoon) just for an oil change. I was told my front brakes needed immediate replacement again. When looking at my receipts I found Sunset had replaced my rear brakes instead of the front. Upon calling, then visiting the sunset service center I never received an apology, but a response that I was right but the rear brakes were near replacement stage too. The service rep did offer me a discount on replacement, telling me neither of his supervisors was available. I asked the supervisor call me. Today the same service rep called me to tell me his boss said he wouldn't have offered me as much as he had. I've always been willing to pay a bit more for service from dealers, but have always expected "forthrightness". Admitting a mistake and apologizing would have finished the issue and locked me in. Now they could do the work for free and I'd still go somewhere else. More

Iphone and Sync 3 Had been to the dealership to have my Sync 3 upgraded and was told I needed software version 3 and since I only had version one it was not available. Had been to the dealership to have my Sync 3 upgraded and was told I needed software version 3 and since I only had version one it was not available. I wasn't very pleased since I set up an appointment and was assured the work could be done. I stopped in a couple weeks later and talked with Brett. He said no problem. They would upgrade to two and then install three and add Apple Carplay and since this was the first installation of this upgrade he wanted a particular tech to do it. I waited and the install went perfectly. Took less time then they thought so I saved a little money. Brett is now my go to guy. More

Brett is one of the BEST service advisors! I've owned approximately 50 cars and/or trucks and have never been as satisfied as I have been with Sunset Ford and Brett Mathis as my Service Advisor I've owned approximately 50 cars and/or trucks and have never been as satisfied as I have been with Sunset Ford and Brett Mathis as my Service Advisor..He takes the time to explain everything fully and completely and makes you feel very comfortable and secure! More

First Time Ford Customer and Owner Mike Wilhite was awesome from start to finish. This is my first Ford ever, and first time I brought it in for any service.. He's very knowledable and Mike Wilhite was awesome from start to finish. This is my first Ford ever, and first time I brought it in for any service.. He's very knowledable and super nice. He made us feel comfortable. My husband is looking for a newer vehicle, a Ford. We're done with Chevys, and Mike gave us some great advice and makes us want to go back to Sunset Ford when he does. You can't find very many nice people anymore, at least the ones who make the customer feel important. Mike did. Please tell him he was great and the reason we'll be back. Looking forward in doing more business with Sunset Ford. More

Body Shop is Super On December 6th my F150 Crew cab was totaled in a front end collision. We purchased the truck from insurance company and worked with Joe to rebuild i On December 6th my F150 Crew cab was totaled in a front end collision. We purchased the truck from insurance company and worked with Joe to rebuild it. The work they did was superb and it runs great. Only minor punch list items that Joe is working on. He was fair to work with and did not mind my constant checking on this vehicle. It was a family truck left to me and was important that it was repaired and done correctly. I had work with Joe on company cars in the past and knew if I needed someone he was the man. Sunset has a great representative in Joe Tuha. Thank You Sunset. M Leeke More

2017 Escape - 1st oil change and tire rotation - car damage Mr. Konnersman a quart too much? That's not what 3 service stations said; including a Ford dealership It just would have happened w/1 to many Mr. Konnersman a quart too much? That's not what 3 service stations said; including a Ford dealership It just would have happened w/1 to many More