Suntrup West County BMW

Suntrup West County BMW
14417 Manchester Road
Ballwin, Missouri 63011

Sales: (636) 227-5454
Service: (800) 306-1773
Parts: (800) 306-1773

Manufacturer: BMW

Most Reviewed Employees
Orson Guyton Orson Guyton
GSM
Nick Guyton Nick Guyton
Sales
Need a New Car?

Dealership Amenities
After Hours Drop-Off
Cable TV
Customer Lounge Area
Free Coffee
Free Loaner Cars
Free WiFi
Instant Financing
Parts Store
Pet Friendly
Television
Vending Machines

Hours of Operation
Sales/Showroom

Monday: 8:30 AM - 9:00 PM

Tuesday: 8:30 AM - 6:00 PM

Wednesday: 8:30 AM - 9:00 PM

Thursday: 8:30 AM - 6:30 PM

Friday: 8:30 AM - 9:00 PM

Saturday: 9:00 AM - 5:30 PM

Sunday: Closed

Twenty-Four Month Rating: 3.2/5
51 Reviews
Suntrup West County BMW

Overall Score: 3 Star Rating3.2



About Suntrup West County BMW
Certified: Suntrup West County BMW
This dealership is a DealerRater Certified Dealer and is committed to providing quality customer service.

As a Certified Dealer, Suntrup West County BMW has the opportunity to contact reviewers that had unsatisfactory experiences at their dealership. Contact may be made privately, without giving out anyone's email address, through the DealerRater Message Panel with the goal to resolve any issues the reviewer experienced. Reviews will automatically post after the two week reconciliation period has ended.


This dealership is available to supply quotes for new vehicle inquiries.

About Suntrup West County BMW
hy BMWs Cost less in Manchester, MO...It is simple…Lower Overhead! At Suntrup West County BMW, we believe that owning our 3 Lots and 2 Showrooms lowers our overhead, and... we are able to pass that savings on to you, Our Customer!


catblock
4/16/2012 8:21:21 PM

Overall Score: 1 Star Rating   1.4  

Reason for Visit: Sales (New)

I recommend this dealer: No

Employee(s) Dealt With: Orson Guyton

My Review of Suntrup West County BMW:
I have nothing good to say about these people they left me speechless. I was going to purchase a car from them but had nothing but drama with them from day one. How they are still in business is beyond me. They are rude, don't recall phone calls, lie and are just the worst people to do business with. I in the end went elsewhere to buy a car, I couldn't deal with these people anymore. They have a huge change over of staff too so they probably treat their staff as bad or worse as their customers. Stay away from these people.

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stobbster
8/22/2011 9:29:24 AM

Overall Score: 1 Star Rating   1.2  

Reason for Visit: Sales (Used)

I recommend this dealer: No

Employee(s) Dealt With: Sandra in internet and Mike Bowman

My Review of Suntrup West County BMW:
I found that this dealership wasn't helpful, responsive or even much interested in selling me a vehicle. Over the course of 4 days I went to the dealership 2 times and called them many times but ended up driving past it and to another dealership.

The details are below.

I wanted to buy a cpo.

I went to the dealership Tuesday morning explained what I was looking for to Mike who said they didn't have anything on their lot but would look for it and call me that afternoon. I didn't hear from him until the Wed. afternoon and he said he was still looking. Thursday I drove by the dealership and saw a 'non-cpo' on their lot and so I called Mike right away to find out about it. He said he'd look into it and call me in about 1/2 hour. I didn't hear from him so I called back a couple of hours later and asked for the internet person who is Sandra. I asked her about the same auto and she said she'd walk the lot to find it and call me back within a few minutes. About 3 hours later I called at a [few minutes before 5pm,they close at 6]. I was told she left for the day and so I recorded a voice mail asking her to call me the next morning. I didn't hear from her or Mike and decided to drive to another dealership but I had to drive right past this dealership so stopped to learn about the car I was curious about [and another while I was there]. Sandra was in her cubical but I had not heard from her [nor Mike]. Neither car fit my needs so I left, drove to a competitor and bought a car on my first visit to the other dealership.

I'm writing this the following Monday, 3 days after my last visit there and still have not heard from Sandra or Mike.

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DavidRo
8/20/2011 7:33:38 PM

Overall Score: 1 Star Rating   1.4  

Reason for Visit: Sales (New)

I recommend this dealer: No

Employee(s) Dealt With: Marissa Zouglas, Rico

My Review of Suntrup West County BMW:
Two different "client advisors" failed to return phone calls/messages. Very poor followup. Terrible customer service!!

Marissa first said that she would find me something "similar" to the tv advertising, as that car or those were gone. She then failed to do anything satisfactory, became difficult and argumentative. When I said to her that she was not being very friendly, she told me that a lot of other customers "followed her". This had absolutely nothing to do with my experience! Once I even drove to the showroom to see her and when I missed her, she failed to call me. (I had left a message which I saw placed in her mailbox). Am not sure how a dealership sells vehicles this way.

On another occasion, when intern Peter suggested Rico, I left Rico a voice mail. Asked for a return call, which never came. Unbelievable!!

End result, I leased a BMW from Plaza Motors and received fantastic service from Bob.

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viperdriver1
6/22/2011 7:18:44 PM

Overall Score: 1 Star Rating   1.0  

Reason for Visit: Sales (New)

I recommend this dealer: No

Employee(s) Dealt With: Mike Bowman, Mike Cross, Omar

My Review of Suntrup West County BMW:
Let me first start by saying that I have bought a new car every year since 1987 so I am not new to the experience and I know what to expect.

With that in mind, Suntrup BMW was the worst dealership I have ever dealt with. How BMW has their name attached to this dealer I will never know.

For the list of problems I experienced, lets start with a car that was not ready for delivery when I arrived on Saturday April 2nd. I drove from Minnesota approximately 700 miles. They knew for a week I was coming and did a terrible job to say the least, not starting on the car until an hour before arrival and the one prep guy seemed much more concerned about his dad's corvette that he dropped off for him to put a coat of wax on. Chips in the paint, no wax or buffing, empty tank of gas, dirty interior, chip in the front window which could not be seen until I was on the highway and it was clear blue sky (mind you, 2 miles from the dealer and yes I called immediately) but was not going to turn around as I was hours behind already due to the incompetence. Not ten minutes was put into the prep, none of these things are acceptable, and the salesperson should be ashamed along with the dealer. He gave me a 140 to fill the tank myself and to fix the chip in the paint as they tried but it still looks awful. He also said they would pay for the chip in the glass and a full detail on the car but they will not pay until I provide receipts for the gas and the paint work. I am not giving them anything until my problems are resolved.

I was supposed to be in and out in a hour which was much longer as nothing was prepared. Mike Bowman was the salesperson and could have cared less about the sale or us. Every time I asked him a question, he would disappear for 10 to 15 minutes and nothing was accomplished. Mike Bowman is there for nobody but himself, he couldn't care less about customers. Mike Cross was the finance person we dealt with and was equally as bad. He would not let me sign off on the paperwork for the car until I filled out the BMW survey about the dealership with him glaring at me even though we had not even started the signing process for the vehicle. Incredibly uncomfortable. Every car I have ever bought I filled out a mail in card or a online survey so I felt I could answer the questions honestly. Mike Cross is just a joke.

Car was marked as new even though it had 900 miles which is fine. On the contract the car is marked as new with 4 miles which was a complete lie. Also find out the car has lost a year in warranty which again they lied about as I was told this was a new car with a full warranty. Complete lie.Called to question Mike Cross about the mileage being marked as 4 and he basically talked down to me and made me sound like a idiot but I was not going to start a fight as I had no copies of my paperwork at that time.

As for copies of the deal, I had to make Mike Bowman xerox me a copy of the contract otherwise they would have sent me out the door with nothing except a piece of paper in my back window for a plate driving across 3 states.

The one bright spot in the dealership was Heather. Another finance person who helped me as I would not talk Mike Cross again. Very polite incredibly nice and sounded rather horrified with my experience. She was going to pass the information on to Omar the manager but never heard a word again which I am not surprised considering the other reviews of him.

As for Suntrup, it really is quite sad a place like this exists because there are good dealers out there, but this one supports all the people out there that despise car dealers. I love cars, I love the experience, but this was my worst dealer ever and I have only had 3 bad experiences in my life buying a car.

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reynolk
6/2/2011 1:09:42 PM

Overall Score: 5 Star Rating   5.0  

Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Mike Cross & Sandra

My Review of Suntrup West County BMW:
This is an actual rebuttal statement to my previous review. I spoke with Sandra who has gone above and beyond to provide me with excellent customer service. I would definately do business with this dealership but never the young lady who sold me the vehicle. Mike Cross, Sandra and Orson are phenomenal, but I would advise anyone to choose the sales person wisely.

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Delowe
5/15/2011 7:14:48 PM

Overall Score: 5 Star Rating   5.0  

Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Sandra Hatchell

My Review of Suntrup West County BMW:
The entire purchase process at this dealership was outstanding! From the showroom right down to the financing department. All of my request were meet and in some cases exceeded expectations. The staff was very professional and friendly and patient with me during the purchase of my vehicle.

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JV17365
5/13/2011 5:50:57 PM

Overall Score: 1 Star Rating   1.0  

Reason for Visit: Sales (New)

I recommend this dealer: No

Employee(s) Dealt With: Mike Bowman

My Review of Suntrup West County BMW:
Never again will I use West County BMW. I have dealt with West County BMW for 10 years and have been a very loyal customer. I have leased 3 BMW over this span of 1O years and have been very pleased with the service and sales staff. However, I recently leased a 2011 528 in March 2011 and this is where everything went down hill. I received an end of lease letter from BMW Financial stating I owe $1,496. After several calls over a period of a month to the sales agent , Mike Bowman, the bill was reduced to $801. The remaining charges were for damages to the car, a scratch and two tires. Let me point out that was not a scratch and the tires still have many more mores left. Mike Bowman stated that he would call BMW financial to remove the remaining charges based on the final inspection from West County BMW. I called several times to Mike Bowman during the week of May 2nd to May 13th to determine if the charges were removed. There has not been one return call back from Mr. Bowman or from West County BMW. I have also called BMW Financial to see if anybody from West County BMW submitted any information or even called them. BMW financial stated they have not received any information from West County BMW.

I have been a loyal customer since 2003 and this is the type of service.

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Response from: SandraH
Added: 5/30/2011 3:25:11 PM
This review was resolved with the customer. Misunderstanding with BMW FS not the DEALER

Thank you

Bouhasin
4/25/2011 8:15:28 PM

Overall Score: 5 Star Rating   5.0  

Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Marissa zouglas

My Review of Suntrup West County BMW:
Marissa was very well informed about the details of the car sale. She made my overall buying experience pleaseAnt. Service thus far had been fantastic. A loaner is always ready, the hours of operation are agreeable with my busy work schedule and they are very responsive to my overall needs.

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SardorK
4/25/2011 10:49:33 AM

Overall Score: 5 Star Rating   5.0  

Reason for Visit: Sales (Used)

I recommend this dealer: Yes

Employee(s) Dealt With: Marissa Zouglas

My Review of Suntrup West County BMW:
Bought a used 2009 BMW X6 at this dealership. I live in Maine, so after they have received the payment for the car, they have shipped it right here and I got it only two days after! Car is in a great condition (like new) and everything appears to be as described on the advertisement of the car. Special thanks to Marissa Zouglas who personally made sure I had received all the documentation for the car on time.

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BSutter2011
4/24/2011 10:23:07 AM

Overall Score: 5 Star Rating   5.0  

Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Marissa Zouglas

My Review of Suntrup West County BMW:
Marissa at West County BMW is simply fantastic. From test drive, to negotiation, to delivery, she was customer focused, attentive and made the leasing process all around pleasant. i shopped the other St. Louis area dealers, but none of them compared. When the car i wanted was not available, Marissa ordered it for me and loaned me a 5 series until it arrived. When my car arrived and there was a misunderstanding about some of the equipment, she made it right. In short, I highly recommend Marissa and WC BMW.

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Response from: Suntrup West County BMW
Added: 4/28/2011 2:13:25 PM
Thank you so much for your review and kind words about our dealership and our Client Advisor, Marissa Zouglas. At Suntrup West County BMW we take great pride in our team and we strive to ensure that we deliver the utmost customer service to our clients. Please let us know if there is anything additional we can do for you. We appreciate your business and look forward to meeting your BMW needs for many years to come.

Best regards,
Suntrup West County BMW

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