Ken Williams

Edit: I see your reply on Google offering for me to call a manger. I appreciate that. I have left 3 voicemails already though. I just received John’s sarcastic e-mail on his day off thanking me for my 1-st a manger. I appreciate that. I have left 3 voicemails already though. I just received John’s sarcastic e-mail on his day off thanking me for my 1-star review so it’s clear we will not see eye-to-eye on this situation which I can respect. I thank you for your time and I will let my husband handle everything with Suntrup moving forward as it is his truck. —————————————————— I was wanting to avoid submitting a review, but I’m hopeful this will get someone to physically pick up a phone to speak with me. On 3/11, I purchased a 2023 F-150 XLT for my husband as a gift. My experience at Suntrup started out fantastic, but once I had concerns and questions, that’s when the issues began. I want to start with the positives as I do think it is important to represent the reality of my experience with Suntrup: -Ken was my sales person and he was patient and helpful. I appreciate my entire experience with him. -John Aronson has been responsive to my concerns via email and has been kind and professional during this process, but will not call me. -The day I purchased the truck for my husband, Ken drove it to my house so I could drive my own vehicle home. Above and beyond. 4/1- Now is where I’m feeling unheard and I do think Suntrup is avoiding me and my calls as I cannot get anyone to return my voicemails. I have left 3 voicemails. All correspondence has been by e-mail and my concerns are taking days to address as a result. Here is where I am needing follow up from Suntrup: 1.) Not a major deal, but the truck was sold to me with no front plate as is required by the state of Missouri (301.130 RSMo). When I brought it to Suntrup’s attention, they told me they would call me on Monday with a bracket to install on the truck. Nobody called me and I had to reach out to them. 2.) They “got me” with an add on protection package that I ultimately did not understand. I signed the paperwork so I understand there is nothing to be done there. Can I at the very least get a copy of what is included in the $2k protection plan? There is no mention of the protection plan in any of my paperwork. 3.) I was charged $599 for window tint. When I questioned this with John, he told me it must be for tinting the two front windows. I let him know the front windows are not tinted. I was then told to bring the truck back to tint the two front windows. If I had never questioned the tint, they would’ve never contacted me about tinting the two front windows. What is the typical process Suntrup follows when a customer purchases additional window tint? Also, I hope this tint is made of pure gold for $599 (only two windows are being tinted). The FTC has strong stances on informed and written consent for add ons that I feel was blatantly ignored in this case. 4.) I had to come back to get the mats that were sold with the truck as well as cup holder covers as they never provided those for me. Again, not the end of the world, but I expect better when purchasing at $45k gift. The matter for urgency and why my frustrations are escalating is I bought a car on 3/11 that my husband cannot legally drive in the state of Missouri and it is 4/1. I just want someone with urgency to call me and I want to change this review into a 5-star!! I showed up at the dealership on 3/13 asking for help with my initial concern. Nobody has called me since. I have personally bought vehicles from several West County dealerships with no issues or unexpected add ons. Could this experience be because I am a female? I certainly hope not, but cannot rule that out at this point. I feel as though these add ons (especially the tinted windows) were done dishonestly. I am still wanting a phone call from anyone that works at Suntrup. I have expressed that via voicemail and e-mail. My requests have been ignored. More

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