Customer Reviews

Chad did a great job in a very difficult situation. Being from Cincinnati I was not sure who to call, I am glad I chose Suntrup.

Worked with Rachel to get an appointment, everything went as planned. Excellent communication, easy drop off and pick up. Thank you for a great experience.

The body shop did a great job, particularly Tammy. She put the "service" back in customer service.

Came early and they even started fixing my car early! Did not miss a beat! Forget other dealerships- come here instead!

I worked with Tiffany buying a new car and she's very knowledgeable and easy to work with. I was very happy with the overall price that I got with my new car. Dave was very nice as the new car manager. I went to this dealer after going to two others and was given the best price for a similar vehicle. September 14th, 2021 I went in for an oil change and a basic checkup. They do a very thorough job and Tiffany was there to say hello as always. If you're not happy with their work they'll get it right if it's not the first time maybe the second time but they'll always get it right. And don't forget they still have their free coffee but it would be nice if they had cookies are donuts to go with it. Jeff Tiffany is still there waiting to wait on you and look for a car but at this time there aren't very many new cars to choose from. Service department was outstanding as always. But, they still do not have cookies or donuts to go along with the free coffee.

Everything went smoothly. I was notified promptly when things needed to be discussed Everyone was kind and courteous and the car looked beautiful when I got it back! The washing and detailing was awesome!

5 star rating. The man behind the counter took such good care of me and my car. Such a nice person!!

Fast service and friendly people

Excellent as usual

We just bought a 2022 Bronco Sport from Suntrup and I cannot say enough good things about this dealership! They were by far the most down to earth, easy to work with people. Tyler from sales and Tim from finance, THANK YOU! You guys made the process so easy and I appreciate you! I’m loving my new car!

Great service today. Exceeded my expectations!

Fast hassle free experience salesman was great.

Bought a 2020 Ford Explorer. Tyler was my salesperson. Stated there was a recall on the camera (knew that because there was one on my other Explorer) and he advised that the part has already been ordered. Once it arrived, they called to set up my service appt. Advised me that they will pick up and deliver my car. Super happy with the all-around service, during and AFTER the sale. I had a bad experience with another dealership (Dave Sinclair) that forgot I existed after I took the car off the lot. This is my 3rd car from a Suntrup dealership. Pretty sure I’m a lifelong customer from here on out.

Work done promptly. Repairs needed were explained to me

Would for sure use them in the future

I was visiting St. Louis when I had mechanical issues, I had to leave my car in St. Louis at Suntrup Ford. They were finally able to diagnose and fix the issue and the service was fantastic.

Wonderful service. Everyone was very kind and straight forward

I had a wonderful experience working with Suntrup Kirkwood. Today they fixed an open recall on my 2013 ford escape. While ai struggled getting this scheduled with other dealers they were ready to assist and got me scheduled the same week. The fix took less than an hour and I was able to wait while it was done. I highly recommend this dealership and will be back for more business!

Excellent service and communication easy to schedule I like the the pick up and drop off service

Ford provided quality and timely customer service and offered a complementary multi point inspection.

Chad was great, very helpful, and got me in and out very quickly! He also kept me informed through the whole process.

Worked me in immediately to repair tire puncture on our Mustang GT, courteous and fast services greatly appreciated

Always friendly and easy to work with.

Start to finish my buying experience from Kirkwood Suntrup has been outstanding. I did my research ahead of time, so I know I got a fair deal on the price. However, what separates Kirkwood Suntrup from other places I've bought cars from, is the care after the sale. I had a couple of minor issues with the used vehicle I bought, which were taken care of right away. They already had my money, but that didn't matter. They went above and beyond to make sure I was taken care of even after the sale. My Salesman Matt and the Sales Manager Eric are good people who really know how to take care of their customers.

Was there for a recall on Ford Escape. Bought this vehicle from my sister in Kansas City. All the other dealerships I called wanted appointments scheduled anywhere from January to June. Had the feeling because did not purchase from them. Suntrup treated me like I was a long time customer. Service Rep was very friendly and knowledgeable. Very happy. When ready to buy a new Ford Suntrup will receive my business, won't consider the others. Service after the sale is very important to me.

I give my service rep, Michael and the service team 5 stars 🌟!!! I was concerned about the dealership having my vehicle for a couple of days due to the recalls needed to be done but Michael was able to get my vehicle back to the same day by 4:30pm after I had a 7:30am drop off that same morning. He cared about my concern as a customer especially with that being my only form of transportation. Thank you so much Suntrup Ford - Kirkwood for having a dedicated , professional staff! Best, Tonya 🙂

I had an appointment on September 12 at 7AM. Leading up to that appointment Chad was always quick to respond to any questions I had or issues I thought might come up. My service appointment for for a 30,000 mile maintenance check plus fixing a faulty tire pressure monitor and a faulty battery. I was checked in just a few minutes after 7AM and was allowed to wait in their spacious and well lit lobby where I could plug in my laptop and get some work done while I was there. Jake the service tech did a great job and worked fast. I was expecting to be there for 5+ hours but was out a little past 11:30. Thanks to Chad and Jake for the incredible service and experience. Andrew Ahr

We have been coming to Suntrup for nearly 20 years for service on our Ford vehicles and have always had great service and trust the care of our cars only to the fine mechanics and staff at Suntrup Ford. They have always addressed any issues we have had with our cars and given us fair prices on all their services. The service advisors are the best and have always made sure our cars are in and out as quick as possible, even when they need to order parts. Fantastic staff at Suntrup!

Mike was able to facilitate my vehicle’s issues. He communicated with me regarding what my needs would be. Mike was then able to give me the great news, my vehicle part was in. Initially the part was going to take a month to get. However, it was only 10 days to 2 weeks wait! Thanks for all you & your crew did for me Mike!

Thé service was great and staff courteous. The problem was I had to wait several weeks to get an appointment then the car diagnostics were not performed for 4 days. It was another day before the work could be done because a part was needed. I am happy with the result but was without my car for a long period.

My appointment was for The Works package. Almost paid for the additives for mileage over 160,000 and glad I didn't. To have the tires rotated 8 of the lug nuts were replaced, adding $160.+ for labor & parts. Adding the shop charges I had a final bill of $190 more than expected. Otherwise, my experience was fine.

It's always good work done here, after being on wait for a month to get your oil changed... Don't even bother with actual service/repairs done because you will wait 3 months for that! Then charging $70 to change windshield wipers. Good people but time-frames really need to be improved ASAP. A customer should never have to wait 3 months to get something fixed with the vehicle they sold me not even 6 months ago.

I scheduled service a month ago. When I showed up, I was told it would take 4-4.5 hrs because of staff. After 5.5 hrs, it was done. Good thing I scheduled ahead. I understand there are issues with staffing, but at least act like you care. Then, I got no feedback on my service, except for the cashier just handing my service summary for me to read. Nobody bothered to let me know anything. All this for $700+. Oh, by the way, when I got back in my truck, my the sticker showing when to have my next service should be at 315,000 miles. I currently have 40,000 miles. I like the confidence, but I’m pretty sure I can’t drive for the next 275,000 miles. Just another example of not caring about the customer experience. Very disappointing

I will never be back. I waited two months to get an inspection appointment. (Which seems to be the norm with most places these days). Dropped my car off at 7:30 on a Thursday morning (my appt time) was updated at 1230 that day they were behind and again at 430 to let me know they wouldn’t be getting to my car. Friday same deal. Monday I literally waited on hold for 45 mins and still couldn’t get one person on the phone - the entire day! Tuesday I call at 7 am finally get a sales manager and finally get my car checked. 4 FULL days for a routine inspection. The communication is awful with this place.

Whenever they repaired anything from inside the car, they have always managed to either break an interior panel or sloppily put the interior back together. My poor little car is beat up on the inside.

Long review but I believe worth the read if you are thinking about using them for service or warranty work. I purchased a used Volvo from them that came with a 90 day 3000 mile warranty and ended up having issues with the car. The warranty was marked as dealer warranty so I assumed it needed to be taken to the dealer. My mistake and I own that but when I brought the car back for warranty work they should have informed me that they were In no way qualified to work on my car. My car sat from March 14 until March 22 without even being looked at as they were waiting on a technician that was sick to look at my vehicle. I was then told that my check engine light was from a sensor that was not covered by my warranty which I am now having to dispute because I believe it is written in black and white on my contract that it should be covered $670 out of pocket on a car they certified less than two months and less than 2000 miles earlier. I had several other issues that were wrong with the vehicle and was charged for diagnosing them but they were never corrected. The one repair that is in dispute took until March 28 to complete and when I picked up the vehicle nothing else was fixed even though the diagnosis was warranted repairs. I now only have a limited time to get my vehicle fixed before the warranty expires. I wasted 15 days of a 90 day warranty waiting for repairs that obviously they were not qualified to do and so I am scrambling to find a repair shop that is qualified to repair my vehicle in a week and a half. My sales experience was a nightmare as well as I was charged @ $2000 more than the price I negotiated and when I called the next day they acted as if I was charged the agreed upon amount. Will never do business with suntrup again.

SHOP DAMAGES VEHICLE, NO ACCOUNTABILITY. On March 6th, I had gotten in contact (through texting) with Chad in the service department, about a piece in my vehicle that was broken off while in their shop. I contacted them as soon as I picked up my vehicle, and took photos. I sent him a photo of the broken piece, and he had told me that the, “Part has been ordered 3-4 days to get. ill let you know when it arrives.” (March 6th) Unfortunately, I haven’t heard anything from Chad for weeks, and I’ve called several times, which the women who answered had claimed they would leave a message for him. I have not received a call back, text, nothing. Yesterday, March 26th, I finally managed to catch Chad at work, and he had told me they didn’t send the part in, and that he would call me tomorrow (March 27th). He seemed nice about it. Though, of course, I haven’t received a call. Now, it is believed that this type of part should be in their shop already, and it seems the situation is being dismissed entirely. I understand that the service department can be busy, but this is horrible customer service, and lacks accountability for damages done to my vehicle while in your shop. I will delete this review once the situation has been taken care of. However, it has almost been one whole month since I’ve initially contacted Suntrup Ford about this issue, and I shouldn’t be subjected to such a stressful situation.

Do not buy from them. Once the sale is done you no longer exsist. We've made the mistake of buying from them a couple years ago. Ripped us off on the paint chip warranty. Why we went back to buy my truck was a huge mistake!!! Rear bumper was literally glued back on near the driverside wheel well. They refuse to repair it. Can't even put on a license plate braket right. Shady dealer. Avoid at all costs.

Took my F-150 in for some issues I was having with some hard shifting. They took a look at it and replaced the transmission valve. Told me that it was all set to go. Upon leaving I immediately noticed that it was doing the exact same thing. I called to report this and was told it would need some time to correct the issue on its own. Next week it was still doing it so I called again to bring it in. A few days later Chad in service called to let me know that the entire transmission needed replaced and now the cam phasers needed replaced too. Said it would be $12,000 and since they replaced the transmission valve that they would take $2,000 off since it would be taken out with transmission. I denied the service and when asked about reimbursement for the $2,000 of work that was incorrect. I was told by Chad and Collette that they would not issue that reimbursement because that work was needed. Not sure why a business would issue a credit if the work was needed. To add to this, when asking Chad about checking the codes on the truck as he referenced those as tells for needing this work. He said they did not check those because that I, not a mechanic, didn't mention anything that was in the codes and that they only check what they are told. Either this shop is clueless on what is happening with vehicles or they are sending customers down a road to see just how much money they can get from them, especially if that Ford warranty has run out. I believe it to be the latter based on the insulting discussion I had with Chad when bringing up these questions. I would think that a dealership with direct ties to Ford would be a place that someone could trust but unfortunately for this location, Chad and Collette have not made that the case.

Want to say I’m not overall pleased with my last experience first off they lost my rim key lock and I had to pay for another one which I had to drive across town only to find out the other dealership the parts guy sent me to didn’t have the rim key. I could go on but I rather not.

The service department did an excellent job. But the auto body was just horrible. I will not take my truck back. I waited 1 week for the reception to say we don’t have an appointment even though my insurance made the call with me on the line. I was told your insurance don’t make our schedule. The auto body rep lied about the status of my truck repair multiple times. I’m guessing parts may have been ordered last minute but my truck sat on a lot near 2 weeks when some of the repair could’ve been started and completed waiting for the passenger window. All other repair shops said 2-3 days tops to get that same glass. I understand all Ford repair shops are experiencing worker shortage and part delays. But give customer timely updates about their vehicles. Don’t lie. All I got was I’ll call you with no call.

We had a 9:00 appointment on Thursday. Upon dropping off, the girl signing me in said they might not get to it till the next day. I called the next day around noon and she informed me that they wouldn't be getting to it till Monday. Do you expect us to be without a car for 5 days? What are the appointments for if you don't make the repair that day? No apology just excuses and very rude about it. Completely unacceptable. We picked the car up unfixed and won't be relying on your dealership for anything in the future.

This dealership needs to look up the word communication in a dictionary. After the headlights on my 2005 grand marquis quit working, I discovered that there was a recall for my car relating to the headlights, so I decided to take it to this dealership to see if that would fix the issue. My car ticket was assigned to Chad, one of the supervisors in the service department. Chad told me that my car should be ready the same day. He later calls me and says that the recall is coming along and should be ready at 4pm but they came across a separate issue and I told him to go ahead and take care of it. 4pm rolls around and I call and the receptionist tells me they did the recall but my headlights still don’t work and I can’t speak to Chad or a mechanic because everyone has left. I was annoyed that I had to call them to find out that my car wasn’t ready after being told it would be ready that day but I left it there for another day. From then on my experience was a nightmare. Chad told me on Friday that they could do additional diagnostic work but not until the following day. Them being closed over the weekend I asked if I could get my car and bring it back, and Chad told me no because it was taken apart and they were about to leave but he would call me Monday. If you did the recall, why is my car currently taken apart BEFORE getting my consent for further diagnostic work? Sketchy. But okay, I tell him go ahead and he tells me he will update me Monday morning. Fast forward to Monday EVENING I have heard nothing so I call and ask to speak to Chad. Apparently he is on vacation. So the supervisor I’m assigned to doesn’t bother letting me know that my car will be in someone else’s care? After declining to leave a message and demanding to speak to someone, I spoke to Rachel, another service supervisor who was apologetic but said several things that upset me. 1) When I questioned the lack of communication I was receiving, she told me that she wasn’t reaching out to Chad’s customers until they called first. 2) She told me she didn’t know much about my car because it’s “old”. Can y’all maybe hire someone that knows what they’re doing then???? I was still understanding but asked her specifically for more updates and communication as I work long shifts and crazy hours as a restaurant server and need my car back. She agreed, but for the next 3 days I had to call the dealership to find out any information pertaining to my vehicle. For two days, I was given the same lousy excuse that they had a mechanic looking at my car first thing in the morning but he was pulled away to look at other cars. So I guess from 8am-4pm two days in a row, other vehicles were more important than mine even though my car was supposed to be completed in one day and had already been there for almost a week. I would love to know why those cars were more important than mine which was currently being looked at. They kept thinking that saying they planned on having my car looked at would make me less mad instead of just being honest and saying they had not gotten to it. I’m not angry that they are short staffed or that my car took longer than expected, I’m angry that they didn’t update me unless I called, that they upsold me on an extra repair before knowing that my first repair was successful, that they transferred my ticket to a different supervisor without telling me, and that they BS’d me and gave me the runaround for DAYS even after me expressing that I was uncomfortable. I will never ever return here nor would I tell anyone I know to go here. Pathetic honestly.

I bought a 2020 Ford f150 XLT, I was not very impressed with the buying experience I had. The truck I bought was on there lot for a couple of weeks and when I went to drive it is wasn't too clean inside, I thought that must be normal. When I took it home it was surprisingly filthy with sunflower seeds in crevices and gunk on the wiper control. I cleaned it up and I drove the truck for a couple of months, water was leaking into the passenger foot well and I saw that ford put out a service advisory. They couldn't get me in for a month and half and expected me to leave my truck there for God knows how long. I scheduled a month and half later and when I brought it in they said they need $180 to troubleshoot this leak. On top of that my dang hood latch kept making the alarm randomly go off and the service advisor said you are the first one to have that problem, THERE ARE FORUMS WITH THIS PROBLEM IN IT! I was so mad at the dealerships handling of the truck I bought from them 4 months ago I traded it in for Ram down the street. I will never go back to this dealer ship again even if it was the last one out there. Oh and it also had a cracked tail light housing they clearly missed when they took it in, if you plan on going there take your time with the car you are looking at and don't let them jerk you around. Don't get me wrong the truck was a champ after I poured my blood and sweat into it cleaning it and making the repairs myself. I couldn't handle the incompetency I felt there.