Sunset Ford - Service Center

Poor service Pulled into service bay... told by person at desk "I am just a driver, you need to wait for ________". That person was also far too busy to ask what Pulled into service bay... told by person at desk "I am just a driver, you need to wait for ________". That person was also far too busy to ask what help I needed. In STL on a pleasure trip, accumulator drier needed replaced on my late-model Lincoln Navigator as the air had started blowing warm/cold/etc. Told it would be three weeks before someone could look at it. This is why I purchased the Lincoln, easy service at any Ford dealer in case of an emergency. My local Ford dealer made an appointment to have it repaired the very NEXT day at 8 am and said they would have done it the very same day, except I was 120 miles away. So much for "gold key" emergency service... Love my local dealer, hate this one. More

DO NOT USE SUNSET FORD SERVICE DEPT. THEY ARE A FRAUD THEFT BY SUNSET FORD, SUNSET HILLS-MO Seeing that I have worked in corporate America for years and even more so, that I have been a nurse for over 27 THEFT BY SUNSET FORD, SUNSET HILLS-MO Seeing that I have worked in corporate America for years and even more so, that I have been a nurse for over 27, I am compelled to write this post and will not stop until I get resolution. I have never in my life had such poor customer service from anyone, anywhere, at any business than I had at Sunset Ford in Sunset Hills, MO. Let me tell you a little story about the thievery that is going on there. It started in November when the starter on my son's Ford F250 pickup truck went out and we had it towed to Sunset Ford. They were told the issue and in addition we told them there was an oil leak and asked for them to inspect it. My son informed them at that time that he was suspecting a misfire in the piston and maybe they should drop the oil pan to make sure there wasn't metal in the pan. They repaired the starter under warranty, and said there was no oil leak found. My son paid for diagnostics and sales tax on the repair to the tune of a couple hundred dollars. A month later in JANUARY, the oil was leaking on the driveway, so we took the truck back to Sunset Ford and reported the leak, again we expressed that we suspected the piston misfiring. They did yet another diagnostic check, then they informed us they needed to repair a gasket and the EGR valve, but that the piston did not misfire on diagnostics. The truck was under warranty and they billed the warranty company over $1000 and charged him over $300 for dx, fluids and tax. We asked if they dropped the oil pan to be sure? They said no, there was no reason and that the gasket should take care of the oil leak; however MIKE at Sunset Ford told us he was keeping our ticket open and to drive the truck for a few weeks. If we had any trouble, we were to bring it back and they would make sure it was fixed. Did not notice anything again until APRIL 6th when we had to bring the truck back with heavy oil leaking, and again we informed them the truck was misfiring. They took the truck in, and magically NOW telling us the piston was in fact misfiring and there was metal in the oil pan. In addition, we informed them that the truck was having front end issues and would pull extremely hard to the right or left at any given time to the point it was difficult to control. They also inspected the front end and said he needed 2 control arms, ball joint on the right front and a pitman arm sleeve replaced. NOW here is the problem. They informed us the entire engine had to be replaced and my son would have to pay for any sales tax and miscellaneous parts not covered under warranty. This totaled $1838. They THEN said the front end was not covered and those repairs totaled $1527. It is important to know that the truck has a small lift on, it but they informed us this was NOT a problem. However, the truck does have locked lug nuts on the tires and the tool to remove them was missing. I informed them to remove them with their own tools since I had been told they could put a smaller socket than required on them and a high torque drill and they would come off. When we asked them if replacing the control arms and ball bearing joint would fix the problem BRETT said yes it definitely will. After having the truck in their service department for over 6 weeks, we picked the truck up on May 18th and paid in total $3365. They informed us shortly before pickup that the gear box would eventually need to be replaced, but was not necessary at the moment, we would just notice some play in the steering wheel. My husband drove the truck home and said it still felt shaky on the front end. The truck sat (since my son works out of town) until right before memorial day. Since we paid for the repairs he was only allowed to drive to work and back until it was paid back. The funny thing is, he had a broken hand and did not return to work until the first week of JUNE. We had NOW only had the truck 12 days, when my son got in the car to leave and as he is getting on 141 the truck is unable to be steered and he nearly caused 4 CARS to crash into him. NOW, we immediately take it back to SUNSET FORD. We find out that they NEVER EVEN REMOVED THE WHEELS to do the front end repairs. They now tell us they will not fix their work NOR will they give us our money back. They then go on to say they do not guarantee their work, WHICH WAS NEVER DISCLOSED UP FRONT. The service manager, JUSTIN HEUTEL, (of course son of the OWNER, JIM HEUTEL) who has NO experience goes onto say that we took the truck and went off-roading and that is why the truck is not repaired. ARE YOU KIDDING ME???? He then went onto say his ASST Manager would explain why it wasn't repaired. They said that we took the truck off-roading and hit the ball bearing ONLY. so hard that it popped it out again. Of course there is NO broken arms again or sleeves or rods bent, but that it was a precise hit on the bearing. THIS IS INSANITY AND IS LITERALLY THEFT. I asked them how could they possibly repair the front end without removing the wheels since 2 other dealers and 2 automotive shops told me it would be impossible, and they said "they had ways to get around it". JUSTIN HEUTEL then went onto say and admit, they really didn't know what was wrong with it when it came in and they had to start SOMEWHERE. ARE you KIDDING me???? I asked him why they didn't just tell us they don't normally do work on lifted trucks, since I would have respected that and took it somewhere else? HE HAD NO ANSWER. In total, between the engine replacement and the front end, and the 2 visits reporting the engine issues previously, Sunset Ford has been paid by the warranty company and US a total of OVER $17,300 and the truck is STILL NOT REPAIRED. YES I SAID $17,300 It is sitting in front of my house unable to be driven and they REFUSE TO BACK UP THEIR WORK OR REFUND THE MONEY ON THE FRONT END. SUNSET FORD never actually did the repairs. Upon inspecting the work by another mechanic, he noted that the so called NEW control arms they put in and ball bearing are old and rusted and again THERE IS NO WAY THEY COULD HAVE REPAIRED WHAT WAS NEEDED WITHOUT REMOVING THE WHEELS. I will NOT stop until this is resolved, which at this point I would NEVER have them repair anything again. THEIR SO CALLED FAMILY OWNED BUSINESS is nothing but a lying, deceitful, thieving business, lacking integrity and honest workmanship. I HAVE NEVER BEEN SO CHEATED. And to think that over a measly $1527 they could have saved face, retained a customer and been known for backing up their service. I would never treat a patient or a customer this way. How do people like this sleep at night???? All we are asking for is the refund of $1527; pretty shameful if you ask me, since they already have been paid 10X that amount with no relief of the problem. More

Added Equipment to Truck Joe was very helpful in my decision to have Fog lights and remote entry key pad installed on my truck. Service was exceptional, well done and low wai Joe was very helpful in my decision to have Fog lights and remote entry key pad installed on my truck. Service was exceptional, well done and low wait time. Thanks to Joe and his service people. Kudos. More

appointment not honored I made an appointment on a Friday evening for 7 a.m. on Monday to have my 2012 Fleetwood motorhome service. The motorhome has an F53 Ford chasis. I ma I made an appointment on a Friday evening for 7 a.m. on Monday to have my 2012 Fleetwood motorhome service. The motorhome has an F53 Ford chasis. I made the appointment with their service writer Mike. When I arrived on Monday at 7 am, I was told by their service writer Brett, that her wasn't sure that they could diagnose why my windshield motor would not turn on and that he wouldn't be able to get me in for at least another day. I had told Mike I was already late departing on my trip and he assured me he could get me in first thing Monday. I have had numerous vehicles serviced here before but not anymore. Update as of 5/11/15...I worked with Svc Mgr Justin who appologized for the situation and helped me get my money refunded for a part I purchased from their parts department before I left the day of my appointment. More

Green Ford Fiesta I was having shifting problems with my Fiesta, I took it to the dealership I bought it from and I felt like they never actually fixed the problem. I I was having shifting problems with my Fiesta, I took it to the dealership I bought it from and I felt like they never actually fixed the problem. I decided to bring it to Sunset Ford and everyone there was so helpful, Brett Mathis was especially helpful, he was very detailed on what he was going to do to fix the problem. Once it was all done he explained what he fixed on it and how the transmission works in my car. I really appreciate his help and kindness. Thank you all!!! More

Service Department Doing Things Right In the past year I have had two service events. A normal 10K mile maintenance; and a factory covered door panel replacement. On the door panel repla In the past year I have had two service events. A normal 10K mile maintenance; and a factory covered door panel replacement. On the door panel replacement the Service Manager and Advisor kept me apprised of the status, and scheduled the repair. Great experience. More

I would like to express my Greatest thanks for the experience I had with the Parts Department personnel at Sunset Ford.They went out of their way to make sure what I wanted was what I needed to repair experience I had with the Parts Department personnel at Sunset Ford.They went out of their way to make sure what I wanted was what I needed to repair my car.They asked questions that made me feel that they where concerned about getting me the correct part the first time.Hats off to the Parts Department at Sunset Foed More

On Friday, Aug. 2, I was forced to bring my Expedition in as I needed an emergency Repair. It was about 1:30 on Friday afternoon and I had a " Caliper " on my left front wheel that was frozen up and wa as I needed an emergency Repair. It was about 1:30 on Friday afternoon and I had a " Caliper " on my left front wheel that was frozen up and was registering aabout 400 degrees. The dealership was really booked up, but the Service Manager and Scott said they would work me in. The car was finished at about 5:30, all ready to go. I want to thank Scott and all in the service department for getting me in and taking care of the problem. This is the kind of service that makes for good customer relationships. Thank You. Jack D. Schutt 314-308-3386 More

Debbie went above and beyond to get my questions answered and made me feel like she cared about my concerns. This is a dealership that even when one is looking they don't force themselves on you be provide and made me feel like she cared about my concerns. This is a dealership that even when one is looking they don't force themselves on you be provide credible assistance. More