Customer Reviews

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.