Sunset Ford - Service Center

Howard has our Service for Life! My husband and I have purchased 2 vehicles from Howard at Sunset within the past 2 years. He is so committed to what he does and he truly cares about My husband and I have purchased 2 vehicles from Howard at Sunset within the past 2 years. He is so committed to what he does and he truly cares about his customers before, during, and after the deal is made. Our 2017 Explorer, which we love, has been having some issues. I have made numerous trips (about 12, but who's counting) to the Service Department at Sunset Ford regarding several irritating noises and issues with our Explorer. The last time that my vehicle was in the Service Department, they had my vehicle for 5 weeks. In the middle of these 5 weeks, I was in contact with Howard to see if he was able to assist in the issue at all and he did not hesitate to do what he could to help me, even though he did not have to. He had already sold me the vehicle, so he could have just blew me off and told me to continue dealing with the Service Department, but he did not. Larry, the New Sales Manager was also very concerned regarding my vehicle after hearing about what we were dealing with. The Service Advisor, Mike Sensmeyer, was also very helpful and nice throughout the process, however, the remainder of my service experience was not enjoyable by any means. I made several trips, as mentioned, to have them attempt to repair my vehicle. I had several videos of the noises that I was concerned with, which I sent to the advisor to show the technician. I took many ride alongs with a technician, who understood my concerns and told me how they needed to be addressed. After I dropped my vehicle off, I was asked to come to the dealership to ride with the technician to see if the noises were gone, but that I could not have my vehicle back because there was a safety issue and the part needed was on national back order. When I got to the dealership, it was another technician working on my vehicle that I did not speak to about my concerns, and he told me something completely different than the initial technician. I rode with him and pointed out a noise that was still there, which he was able to hear, but after investigating slightly told me "I was xxxx out of luck that the seat was made that way." So I left the dealership and voiced my concerns to the Advisor, who attempted to fix the problem. When I came to pick up my vehicle 5 weeks later, the noise was still present and my vehicle was left with 27 miles to empty and the gas light on. I was very frustrated. I spoke with the Service Manager, Doug, who was very rude and basically told me I was lying, that he drove the vehicle himself and heard nothing and that he was the one who used all the gas trying to hear the noise, but that if I wanted to, I could come up and ride with him again and he would put some gas in the car. I declined and then contacted Howard, sat in his office while him, Larry, and their boss tried to come up with solutions to my problems. I am now in the middle of a buyback with Ford and Howard has been in constant communications with me regarding the case, as well as calling on my behalf to try to move the process along. He has also given me all of the information I need, as well as explaining everything to me since I have never had to do this before. My husband and I will return to see Howard and we will definitely refer our friends and family in the market for a Ford to Howard. The Service Department, however, I most likely will not re-visit or recommend. More

Amazing I had just bought a used vehicle and a warning light came on. Brett came to the rescue and had it looked at and fixed in two hours. He was profession I had just bought a used vehicle and a warning light came on. Brett came to the rescue and had it looked at and fixed in two hours. He was professional and courteous. More

Great Service Team I bought an Explorer earlier this year from Sunset Ford, and I brought it in for my first service. They were awesome, had my oil change completed in a I bought an Explorer earlier this year from Sunset Ford, and I brought it in for my first service. They were awesome, had my oil change completed in a timely manner. While they were rotating the tires they found a huge nail in the center of my tire, I was the last appointment of the day so the tech wasn't there to take care of it right then and they were booked the next day (Thursday). I was stressing a bit because I had a trip planned for Friday...I left my car with them and received a call by 10:30 the next morning and they had my car all taken care of (bonus the warranty I added on for my vehicle covered everything)! Mike and Lonnie were fantastic and I highly recommend this service team! I was able to make my long drive to Oklahoma to see my niece and nephew! More

Friendly, helpful service I needed the bottom front cowling on my Ford Edge reattached after it pulled free from hitting a curb. Went to the Body Shop and was helped by Debora I needed the bottom front cowling on my Ford Edge reattached after it pulled free from hitting a curb. Went to the Body Shop and was helped by Deborah Espey, who promptly got the "McGyver" of the body shop to come over and reattach the part. He quickly got the proper tools and in no time had the part back in place. They thanked me for stopping by and sent me on my way. It was a pleasure to meet two nice people to quickly solve my problem. Much appreciated. More

Top Notch Service!! I am very pleased with the service I received from Jen taking care of setting my appointment all the way to the end when Brett personally pulled my tr I am very pleased with the service I received from Jen taking care of setting my appointment all the way to the end when Brett personally pulled my truck up for me after the service. I love the constant contact the dealer maintained with me thru texting, I love the fact they took the initiative to contact me even before I had to call to check on my service. I will continue to have my truck serviced with them in the future, Jen and Brett both earned a customer for life. Great job guys! More

Great Customer Service Had my first new car oil change here and never left because Lonnie has always gone the extra mile in customer service. Whether it was getting me appoi Had my first new car oil change here and never left because Lonnie has always gone the extra mile in customer service. Whether it was getting me appointments to fit my busy schedule or taking the time to document a intermittent problem, she's made my occasional stops here easy. I haven't owned a new car since the 90s and she's so helpful (and patient with my questions) in explaining, but never pushy, routine maintenance schedules. The new waiting area is also perfect for a business guy like myself, with comfortable seating, WIFI, many AC/USB plugs, and fresh brewed Starbucks coffee. More

Wonderful Experience Earlier this week my girlfriend and I had car issues. We went too another dealership and had a horrible experience and was sent to Ford. Thankfully, w Earlier this week my girlfriend and I had car issues. We went too another dealership and had a horrible experience and was sent to Ford. Thankfully, we walked up to Brett's service desk. His knowledge on the issue that we were having was outstanding. He made us feel comfortable leaving our car for service. Thanks again, Miles Taylor More

Excellent Service Manager Mike was very helpful while working through some challenging issues on my Ford Flex. He always made me feel welcome and encouraged me to follow up wi Mike was very helpful while working through some challenging issues on my Ford Flex. He always made me feel welcome and encouraged me to follow up with any concerns. It took a few trips for us to nail down the issue, but his support through the process allowed me the confidence to know it was going to get resolved. Mike was great. More

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