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Sunset Ford of Waterloo - Service Center

1.7

18 Lifetime Service Reviews

1425 N Illinois Route 3, Waterloo, Illinois 62298

18 Reviews of Sunset Ford of Waterloo - Service Center

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January 15, 2018

"Terrible customer service!!!"

- CindyB12

I called to make a service appointment because my service engine light was on the soonest they could even see it was 2 weeks. When I said my daughter drove this car and she was on break from college 4 hours away they basically said not their problem. I said we could take it to St. Louis location the lady told me the first available appointment there was a month away. I made first appointment available for a Friday and asked if it could be ready for Saturday because my daughter had to return to school Sunday. The lady said she couldn’t say because they had to run diagnostic so I offered to leave it there early so they could run diagnostic whenever they could find a minute. She shot this idea down also. So I did the only thing I could and made appointment for first available day. I brought the car the day before and talked to the actual service department and explained my dilemma. Justin made it seem like this wasn’t a problem to get it done and would call me the next day after he figured out was wrong the next day. At 3pm when I hadn’t heard from him I called to only get his machine. He finally called back at 7:30pm with more excuses. He said they knew what was wrong but just didn’t have time to call warranty department that day it would be Monday. He acted like he didn’t remember the conversation about my daughter going to school 4 hours away the next day. His response was well it might be ok for her to drive it but he wouldn’t. He told me if the check engine light started to flash to tell her just to pull over and stop driving. Really I don’t think so!!! Never again will I buy a car here and I will make sure everyone I know of the TERRIBLE CUSTOMER SERVICE!!!

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Recommend Dealer
No
Employees Worked With
Justin Krueger
November 17, 2017

"Appointments don't matter"

- HH

I made an appointment 10 days ahead of time for 0730, 11/17/2017.. I called at 1145 to get a status and they had not even started looking at the car. Engine light on and I think the thermostat needs to be replaced. Bought my car there, have had it serviced therein the past, but never had this, "we're busy so we'll get it in when we can" attitude. Why make appointment? A call would have been nice letting me know that they could not meet the appointment schedule.

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Recommend Dealer
No
Employees Worked With
Forgot who I made the appointment with, but he was going deer hunting (also very nice)., Justin Krueger
Nov 21, 2017 -

Sunset Ford of Waterloo responded

Hello and thank you for providing feedback on your most recent visit. I sincerely apologize the way this was handled as I am sure it made it very difficult for you to coordinate your day without having proper communication from our staff. That is something I will be sure to address immediately. Please know that this isn’t the experience we want for any customer. It is always our goal to get our customers in and out in a timely manner while communicating clearly. While our dealership is very busy, we should always be communicating to you throughout the day so you know exactly what is going on with your vehicle. We truly apologize for the experience you had and I am happy to speak with you further about the situation. Due to your username I am unable to find your contact information, if you are willing to discuss this, please contact me at your earliest opportunity. - Justin Heutel, Fixed Operations Manager - 314-467-1120

December 30, 2015

"Great service!"

- cerich

Great experience getting my tiers rotated and oil changed. I'll be coming back in the future! Thank you for getting the work done quickly!

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Yes
Employees Worked With
Jan 05, 2016 -

Sunset Ford of Waterloo responded

Thanks for the positive feedback! Please let us know if there is anything we can do to help in the future.

December 30, 2015

"Great experience!"

- richeb

Had a great experience getting my car's wiper motor replaced. They got the part quickly and I was in an out in no time!

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Recommend Dealer
Yes
Employees Worked With
Mike Rich
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Jan 05, 2016 -

Sunset Ford of Waterloo responded

Thanks for the positive feedback! Please come back and see us for any future service needs.

August 24, 2015

"Awesome Experience"

- Mike&Lynne

We bought a 2015 Titanium Escape and love it. Jerry Edwards and Mike Carr went over and above for us and we sincerely appreciate it. The whole Sunset experience was the best we ever had buying a car. We are from Massachusetts and were on vacation, came in for an oil change and ended up buying a car. Brad in Service was great, Jerry spent a LOT of time with us and Mike was very helpful and efficient. We couldn't be happier with the experience. Would highly recommend Sunset!

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Recommend Dealer
Yes
Employees Worked With
Jerry Edwards, Brad Middendorf, Mike Carr, Jerry Edwards, Mike Carr
Aug 24, 2015 -

Sunset Ford of Waterloo responded

We are happy to know that Jerry and Mike were able to help you find the right car. They are very valuable assets to our team. We hope you love your new Escape!

January 15, 2015

"Great"

- mjones2004

All the people I have dealt with have be friendly and really care about the customers, and there prices and services are better than anywhere else. I have bought a car or had service done and I would recommend that everyone take there cars there to be serviced and to go there first if they are looking for a new car.

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Justin Krueger
Jan 15, 2015 -

Sunset Ford of Waterloo responded

Hello and thanks for the 5 star review! We appreciate your kind words and look forward to seeing you at the dealership in the near future.

January 08, 2015

"Excellent Service!"

- tkdc926

Today I took my 2012 Ford Focus in for its 10,000 mile checkup. I was greeted by Brad Middendorf who quickly took my information and determined that I needed an oil change and tire rotation. He then directed me to the customer waiting area where I enjoyed a nice cup of coffee. About 30 minutes later Brad came in and informed me that there was a serious problem with the rear tire on the driver's side and that the tire needed to be replaced. A couple of weeks ago while on Christmas vacation in southern Missouri I had accidentally bumped a concrete median and blew out the front tire on the drivers side. The company that replaced the tire did not notice that the rear tire was also damaged. The technician at Sunset Ford did notice and saved me another blow out in a few weeks (or days!). I had road hazard insurance on the tires and Brad contacted the insurance company and arranged for a replacement tire at no cost to me (thank you Brad!). The oil change and tire rotation were completed promptly and I was soon back home. What more can I say but excellent service!

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Yes
Jan 09, 2015 -

Sunset Ford of Waterloo responded

Hello, and thanks for the 5 star review! We appreciate you taking the time to share your experience with us. Brad had a pleasure working with you. Thanks for choosing Sunset Ford of Waterloo!

December 30, 2014

"Very accommodating "

- unhappy customer

I got the pleasure if working with Mike Rich personally he was very helpful and took care of my service needs. I am thankful I got to work with such a nice guy. I am glad I found a dealership who can be so accommodating! I will return in the future for sure. Thanks again Mike!!

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Yes
Employees Worked With
Dec 31, 2014 -

Sunset Ford of Waterloo responded

Thanks for the review and for choosing Sunset Ford of Waterloo!

December 16, 2014

"Good Customer Service"

- dakada8

Customer service continues long after purchasing your vehicle. Brett is great to work with. He cheerfully helps me with all my technology questions. (Blue tooth)

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Recommend Dealer
Yes
Employees Worked With
Brett Bergman
Dec 17, 2014 -

Sunset Ford of Waterloo responded

Thanks for the 5 star review! Brett and the team are always here if you ever need anything!

November 01, 2014

"Took my vehicle in for service, left with a different one!"

- LOF1

While my vehicle was in for service, saw something on the showroom floor. Started talking with Jeff Bakken, would up buying it about an hour later. Excellent, knowledgeable, friendly staff - definitely recommended!

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Jeff Bakken, Mike Carr
Nov 03, 2014 -

Sunset Ford of Waterloo responded

Thanks for the feedback! We appreciate you choosing us for service, and we hope you're loving the new ride you left in!

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