Suntrup Ford Kirkwood

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

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

I flew down to St Louis to purchase a used truck from Kirkwood Ford. Tom Dietz picked me up at the airport and within minutes I felt completely comfortable. My experience at Kirkwood was extremely enjo Kirkwood Ford. Tom Dietz picked me up at the airport and within minutes I felt completely comfortable. My experience at Kirkwood was extremely enjoyable. Everyone I met was friendly and very helpful. The truck was everything I had expected and more. I would recommend Tom and his coworkers if you are looking for a new vehicle. More

internet response was quick and helpful dealer had the internet response was quick and helpful dealer had the right car at the right price Tom Dietz is an excellent salesman finance mgr was quick internet response was quick and helpful dealer had the right car at the right price Tom Dietz is an excellent salesman finance mgr was quick and efficient More

Tom and Kyle were very pleasant to work with. I felt really at ease talking with them both. They really explained things in a way that was easy to understand. I would recommend this dealership to anyone really at ease talking with them both. They really explained things in a way that was easy to understand. I would recommend this dealership to anyone who is looking for a new or used vehicle. Using the internet to search for my Escape waas easy and the pricing was very fair. Steve Gardner More