New car delivered dirty. Everyone can have a bad day. Went back to buy another car 7 mo later, Rich took name and number along with my wish list of features...he never called back

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Billy was awesome..He was able to make us a very very good deal within 24 hours.We would do business with him again in a minute

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I visited this Ford dealership tonight after doing extensive research on the new Fusion. I was still a bit undecided between the regular gas and hybrid model and wanted specific pricing information on each so I could make an informed decision. My intent was to make a purchase if all the numbers made sense. At first the sales person was friendly and helpful during a short test drive. She mentioned she had recently started working there. When we went back inside, she began to be very aggressive. She acted as if I was wasting her time (although there wasn't another customer in site) and was argumentative. She kept insisting that I sign that I intended to buy a vehicle, otherwise she wouldn't give me further information. When I refused to sign that I would buy the car, she refused to have anyone give me a trade in value on my car. After I was fed up with her aggressive and disrespectful behavior, I got up to leave. She asked if I'd like to speak with the manager, which I took her up on. Her introduction of me to the manager consisted of "I tried with her, but now she's all pissed off at me and wants to talk to you." The manager tried to be helpful and apologized. He offered to work with me instead and gave me a trade in value. At this point, I couldn't stomach working further with this dealership. I plan to make a purchase very soon - but with another Ford dealer. I was so very disappointed with this experience. No one should be treated this way and it's not the way to sell anything. I've been a manager for years and would be very upset if one of my staff ever spoke to a customer that way.

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Poor service, poor financing and deceitfulness is all I can say about this dealership. The car I got on Friday was great wasn't exactly cleaned out very well but ok. I took in on Friday and had to come back to prove income on Monday. I did include my promotion on the credit app thinking that I would be fine however I wasn't they wanted to know what I made now and that wasn't good enough for their financing dept. Long story short I had to return my car that day and take back my trade in...but right after I went to Dave Sinclair and got just what I wanted without hesitation and from the same credit union that Suntrup said I couldn't get one from!!!! DO NOT GO HERE PLEASE I AM WARNING YOU!!! GO TO DAVE SINCLAIR!!!!!! GOOD LUCK!!

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Awesome duo..I was stuck in a vehicle that I was totally upside don in and needed to get out of it. Talked to billy on phone and in person and when I got to the dealership I knew it was and uphill battle but low and behold in three hours, usually with other dealerships 1 to 2 days with nothing, Michael Jackson put the thriller in my loan and got me approved at a much lower int rate than I was paying. These two are a great combo and a great pleasure do biz with two hard workers who don't mind putting forth above average effort to build a great business relationship...they have my future business...they understood my delimna and fixed it to put me in a much better car....this dealership has a couple of great team members...will def send any biz their way.

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Everyone we dealt with was very friendly and helpful. They answered all our questions and tailored the experience to us. The icing on the cake was how (relatively) quickly we were able to complete the process and drive off with our new Ford Focus!

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Overall my experience with Suntrup Ford – West Port was good. Communication with Tony Skalnican was good. He responded to the questions I had and was able to find the kind of vehicle that I was interested in.

We sat down to discuss the details and I was upfront with him that if a deal couldn’t be made I was fine with that as I still liked my current vehicle and could just walk away but with the current incentives that FORD had it was worth a try as they may offset some of the cost of what I owed on the trade in.

We talked numbers and they drove the vehicle I was going to trade in and they assessed a value for it. I would have liked to see it a bit higher but it did have high mileage for the year it was. We talked numbers again and got the price and payment to where I wanted it and felt comfortable with. Now off to talk with the finance person.

Then we sat for two hours waiting for finance – with a few promises that they were working on it and we were next. I finally said that we needed to come back tomorrow as we needed to get home for the evening. Was told they were having some trouble finding finance with no money down but they would continue to try. I was given the potential new car to drive home that evening.

The next day the finance person was out of the office so they would call the next day for sure. The next day the call did come in that they found finance and could I come in to sign the forms. Once I was back at the dealer it went pretty quick and I signed the papers. They were able to find financing at an excellent rate and I put some money down as well.

I will note that I live in Illinois and asked that the sales tax be rolled in and I knew the appropriate sales tax rate – however when sent the papers and payment to pay for the taxes and transfer plates the sales tax was figured wrong and was $165 dollars BELOW what the check was to that the dealership figured. So Illinois buyers beware or know how the dealer should figure the tax. I would have thought that a dealer who receives customers from Illinois would know how to properly figure the sales tax and provide the right amount.

Didn’t get the FORD extended warranty through this dealership as you can get one MUCH cheaper if you do a little searching on the web and looking in a few FORD forums for suggestions and names of other dealers. They may tell you that it is not the same but it is.

Also check with your insurance company on GAP coverage – some insurance companies offer the coverage at a MUCH cheaper rate as well.

So overall a good experience but it could have been better with just plain old good customer service. Doing the little things to show the customer who just spent a large amount of money with your dealership that you value them and you want them to remember so they come back and purchase again.

For instance – after signing all the documents to purchase the new car – provide an envelope to put the papers in for the customer. Why should the customer have to fold them up and try to make sure they don’t lose anything on the way to their new car?

Have the sales person go over the features and functions of your new car with you.
Such as:
• pairing your phone to SYNC if available
• showing how to use the keyless lock if available
• where things are in the car – emergency flashers, hidden compartments, headlights, radio, wipers, fold down the seats, adjust the headrests, adjust the seats, things like that.
• talking about the maintenance of the car – how often on oil changes where to find this information etc.

Having the sales person write a short note thanking the customer you for the purchase or calling a few weeks after having the car just to check in and make sure things are going well.

Showing the customer what accessories are available and providing a discount if bought within the first month of ownership.

While this may seem like a waste of time to some buyers it shows that the salesman is there for the long haul and you can turn to them if you have questions and not feel like once the papers are signed you aren’t important to them anymore since the deal is made.

A customer may be very familiar with FORD products and able to read and learn on their own but doing that little extra in customer service can perhaps make or break the customer returning in the future.

Just my two cents!

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We stopped in to look at the new 2013 Ford Explorer. The entire experience was top notch from start to finish. Starting with the actually vehicle, the Ford is fantastic. We never thought we'd ever buy a Ford.
Next the dealership, very pleasant experience. There was no pressure - period. And that alone was nice.
We worked with Cindy Wilson and Michael Jackson (awesome name by the way :), and they were both fantastic thoughout the entire purchasing process.
Thank you for such a great car buying experience. When we need our next car we'll definitly be coming back to Suntrup.

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I had a superb new car shopping experience at Suntrup Westport recently. This is the second new Focus I've purchased from this dealership. I ordered a 2007 at the end of '06 and was quite happy with it until this Spring when it was heavily hail damaged and I was faced with an estimated nine-day repair. I figured that I would instead invest the insurance and vehicle in a new Focus and start the good experience all over again. So I went back to Suntrup with exactly what I wanted already in mind... and knowing that the end of model year production might be scarce to order what I pictured. Cindy was both cordial and friendly, and determined to find what I wanted as we laid out my options. Dave Evans worked very hard in his search for me and Cindy kept my name project in the forefront until one was found. I was impressed with their efforts and result. Michael Jackson handled my accounting seamlessly and made financing an event with no anxiety. I commend these folks and the dealership that I'll most likely come back to for my next new one. Thanks

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I recommend Suntrup, they are a pleasure to work with. The people are friendly and if there is any concern no matter how small, they take it seriously and try to resolve it. I found this out after the sale when I had a little trouble reaching Michael/Cindy, they immediately responded and answered my questions. Thank you Michael & Cindy and to the other coworkers at Suntrup Ford!! I will return if/when the time comes to purchase another vehicle!

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