Suntrup Ford Inc (MO)

“Made a visit to this location to get some parts that were recalled on my vehicle. After the panels were put on and they pulled my car out, I noticed a black, glue-like substance on both sides of windshield, splattered on my side windows, and also on the hood of my car. I notified Morgan (service advisor), she went back to the shop area and returned with a spray bottle and a towel. She then attempted to remove it. It worked for the windshield, but damaged the paint on the hood of my vehicle. Morgan suggested I take my car to a car wash. I left and went to the car wash right after. It was then, I noticed all of the glue-like substance wasn’t removed AND the spot that was sprayed on the hood, damaged the paint. I called and spoke with Justin Glaze (Service Dept mgr) made him aware of the situation, he told me to return Friday morning (9/19) so he could take a look at it. I get there Friday morning, Morgan let him know I was there, she asked for my keys, took my vehicle around the back to get washed. I was under the impression after it got washed, Justin was gonna come out and take a look at it, like he said he would. When they pulled my car out, the guy handed me my keys. I asked Morgan was Justin on his way out to take a look. She said, “he’s in a meeting”. What a joke, right? I brought my car up here just for you guys to WASH IT??? Unbelievable. Justin Glaze never once showed his face…as if he didn’t tell me himself to return! Morgan sprayed my vehicle with a chemical she obviously had no knowledge about, and this is the thanks I get . Awful. I’ve dealt with several Ford service departments in this city, THIS location has been the worst! POOR management. If you’ve made it this far, do yourself a favor, go where customer service is prioritized!”

“Under absolutely no circumstances should you take a vehicle here for service. I had an electrical problem so I described all the symptoms. The problem was covered by the warranty but coincidentally my left low beam lamp was out. They changed me $210 to diagnose that problem. I have never dealt with a more shameless group of thieves. And to top it off they didn't finish replacing all the trim the removed.”

“The Service Dept is either inept or dishonest. They made a ton of money out of Ford warranty replacing working hardware on my car. Ford support said, "The modem is broken so take this to a dealer to replace the modem." Two visits later with car in shop for a total of over a month and a half, and over $6k of parts were replaced, my whole car wiring replaced, the same broken modem is still in the car and the same problem still exists! Amazingly! When it was last in shop, it took a week for them to schedule and once there it took another week to have a qualified tech look at it! Why not just let me keep the car until you can have someone see it? Two weeks later after it mostly sat around, the issue didn't happen while there and the 4 videos showing the issue were not enough to just get the modem replaced. I would give 0 stars but Morgan in service was nice so I'll give 2. She seemed to understand how terribly the dealership let me down. Maybe this is common for their service dept to milk warranty money replacing good parts and ignoring the problem and diagnosis. I think this place just has really bad techs. Maybe they did it on purpose for the much bigger payout but I think they are just incompetent. The picture shows the modem problem they won't accept pictures for because if they did, they would have to fix it instead of keep swapping working parts. Not much money in fixing though.”

“I recently purchased a truck from Suntrup Westport, I had to take it back for warranty work and was very happy with the service I received. Very professional place to do business with, service department is the best! Justin and Brian in service were very helpful with all of my needs. I'd recommend this place to anybody wanting to purchase a vehicle and will be back for my next purchase and continue doing service with this company. Also I would like to add a thank you to Andrew Suntrup one of the owners of this company, he treated me with the utmost respect even though my warranty was running out he took care of every issue plus I had a loaner vehicle to use whenever I needed it.”

“Just bought a 2025 Ford Mustang Mach-E GT from Suntrup, and it was easily one of the best car buying experiences I’ve had. Nathan, the sales associate, was very helpful as I had been “stalking” that car since it was announced for delivery. Tony was my finance assistant, and he helped make what is usually an interminable process smooth and quick. I am very happy with the deal they gave me in my trade in, and feel like the whole process was a win-win transaction. I’d happily recommend Suntrup to anyone looking for a new Ford!”