Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disappointing Experience with Suntrup **** I recently purchased a 2023 Chevrolet 1500 with only 15,*** miles from Suntrup Ford Kirkwood for a work truck, and unfortunately, it has turned out to be a frustrating and concerning experience. The first time the truck was driven, we discovered the truck had a bent steering column from a previous wreck. This serious issue, which somehow passed their inspection, makes the truck extremely unsafe to drive at speeds over 50 mph. At those speeds, the steering wheel actually gets stuck in the same position and wont turn, creating an incredibly dangerous ************ test drive around the dealerships local neighborhood didnt allow speeds over 40 mph, so the problem wasnt noticeable at the time. After the sale, the truck was delivered by the salesman, ***** ******, who didnt mention any issues or safety concerns. He definitely drove it well over 50 mph on I-44 to get to us. Once I noticed the problem on the first drive after purchase, I immediately called the dealership to see if theyd help out.When I spoke with the ****, the manager, he admitted it was partly their fault for not catching the issue during their inspection but also blamed me for not noticing it during the test drive. He refused to assist with the $865 repair cost needed to make the truck safe to drive. When I followed up with ****, the general manager, he got upset with me for even asking if theyd help cover the repair.

  

  Business Response

  Date: 01/20/2025

  After reviewing customer concern, dealer and customer will split needed repair. 

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 27 2024, I took my car to suntrup ford Kirkwood for a recall on my 2017 **** Explorer.Rear Toe link joint and couple other recall were supposed to be done, A employee of the company came to pick up my car do the repairs and drove it back to my work when service was done. When I started to drive my car after work to start my 2nd job which is **** driving, I felt something different but I thought it was just since they change the piece. During my first ride with passenger ( 5 minutes later) once I hit the highway I felt the rear of my car moving like if I was loosing control, I went off the highway at low speed, cancel my passenger ride for safety reasons. Try to call the 3 different number of the shop that I had but it was evening so nobody answered. They were close on the next day for thanksgiving. And today November 29 the service area is said to be open at 7:30, it is 9:10 as of right now and nobody is here. I am not able to drive my car safely, Which doesnt allow me to use it to go get my son (divorce alternate custody of the child), nor going to work, nor driving for ***** This hole holiday weekend since November 27 evening until whenever I can get my car fixed is A loss of earnings to a thousand dollar and more.

  

  Business Response

  Date: 02/06/2025

  After review, found the customer was taking care of here and t he Dealership on Dec 2, 2024.  Sorry for our delay on responding. Please let us know if anything else is needed. 

  Customer Answer

  Date: 02/06/2025

  Complaint: 22617650
  
  I have reviewed the business' response and am rejecting it because:
  
  After taking the car back to the dealership they in fact found out that the mechanic did NOT perform the back wheel alignment after working on the toe link. 
  which resulted on the car not been able to be safely used. They fixed their mistake but no effort on offering compensation and/or commercial gestures were offered to cover for my loss of earnings during the holiday weekend, because of their mistake.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 02/06/2025

  Customer did not ask dealer for any compensation when he was at the dealer, we would offer him 2 free oil changes value of 300.00

   

  Customer Answer

  Date: 02/07/2025

  Complaint: 22617650
  
  I have reviewed the business' response and am rejecting it because:
  
  I do oil change and other small mechanical maintenance by myself. 
  offering free oil change as a apology for unprofessional service costing customers hundreds of dollars in work hours is not acceptable.
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poor customer service with the service ***** regarding an issue I had in early July 2024. After TWO MONTHS of communicating with ****** national office ************** calls), the issue has not been resolved. SEE THE ATTACHED DOCUMENT FOR DETAILS.

  

  Business Response

  Date: 12/03/2024

  Customer reached out to dealer and after reviewing and discussing customer concern found this to be more of a **** issue not dealer, on behalf of the customer we did open a case with **** and request a refund to customer for rental.  **** at that time declined a refund, advised customer of this and closed case.

  Customer Answer

  Date: 12/03/2024

  Complaint: 22382308
  
  I have reviewed the business' response and am rejecting it because:
  
  Logic dictates responsibilities are being ignored in this entire fiasco from the local dealership to ******************* national office. 

  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 12/04/2024

  Unfortunately as we sympathize with the customer we the dealer have no authority to refund customer any  funds on ***** behalf, we recommend the customer contact **** directly for further assistance 

  Customer Answer

  Date: 12/05/2024

  12/5/2024 *****************. CASE # CXH-********-M7Z6W5

  Lawsuit pending with local small claims court.

• Initial Complaint

  Date:05/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up and appt to get an oil change and transmission flush. I dropped my car off the day before my appt. This was on Friday the 24th. I spoke to ****** and she asked me if I wanted tire rotation.. I said yes. I filled out paperwork. They told me the oil change was *****. Transmission flush fee was ******. When I went to pick up my car my bill was ******. I asked why the additional charges. Charged ***** filter, 13 .00for oil, ***** for topping off fluids. I believed the tire rotation came with the oil change. I did not expect to be charged for the tire rotation. They also charged me for parts.

  

  Business Response

  Date: 06/13/2024

  To whom it may concern, Customer are always charged for a tire rotation, it is not a complementary service. An Oil change is ***** for 5qts of oil and additional charge 6.92 per quart for any more oil. ******************** is ****** and customer was charged ******. When customer picked up veh. he spoke with ****** and she explained the final bill to the customer.  Customer then paid and signed file copy authorizing charges.  The filter was ***** and oil was ***** plus labor, not sure how the customer got those other prices. All Customers are always charged for parts and shop supplies.  I have attached the file copy with the customer signature for your file.  ********************** for will not be refunding customer for agreed payment. 

  Customer Answer

  Date: 06/14/2024

  Complaint: 21767448
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After taking my car to Suntrup for work I was told I needed a new engine and manifold because of sludge in the engine. I had an extended warranty but coverage was refused because of owner neglect , The bill was over $9000. I have paperwork to prove I was taking care of the car however the mechanic told me it could have been a previous owner. Even so it didnt matter because I was the owner now and the warranty people would not honor any repair that was deemed negligible. The car had no business being on their lot for sale with that type of damage. Sludge takes anywhere from ****** miles to ****** to become a problem. The only reason it took so long for me to notice was because in the past 3 1/2 years I only put 8000 miles on the car. Arent they suppose to check the car out before it hits the lot?The negligence is on the part of Suntrup on *****************************************, Mo. ***** **********

  Customer Answer

  Date: 04/01/2024

  Purchased on 10/09/2020

   

  i have receipts for work done on the Sonata and I am about to send a certified lettter to the *** of ******* in the States, ******************* and ***** Suntrup who is here in ********

  id like to send you my letter along with the receipts.  Could I fax them along with the case number.  If so whats your fax number. 

  Customer Answer

  Date: 04/02/2024

  I am sending my letter today to both ************* and *************.

  i hope the letter explains why I am pursuing this course  I have about sixteen pages of repairs and preventative maintenance that I can fax to you if you like. If so send me your fax number and I will send them tomorrow 

  Customer Answer

  Date: 04/02/2024

  I am sending my letter today to both ************* and *************.

  i hope the letter explains why I am pursuing this course  I have about sixteen pages of repairs and preventative maintenance that I can fax to you if you like. If so send me your fax number and I will send them tomorrow 

  

  Business Response

  Date: 04/02/2024

  We sold the vehicle in 2020 and haven't serviced this vehicle since that time. Suntrup Ford Kirkwood can not speak for the extended warranty and their decision.  

  Customer Answer

  Date: 04/02/2024

  Complaint: 21508217
  
  I am rejecting this response because:
  
  
  I was not required to have my car serviced by  a dealer.  I have sent the BBB service receipts from my own mechanic that I have used for many years   
  I also called the warranty company CNA National and they told me no one from Suntrup had contacted them regarding the vehicle.

   Once again I would appreciate an explanation as to why after driving the car a total of 8000 miles with oil changes amongst other work could I be responsible for the neglect of taking care of my car   Also I have had the car in your shop at least three separate times and I cannot recall any report regarding sludge in the engine.

  
  I could not have caused this damage however this incident does prove Suntrup sold me a vehicle off their lot that was destined for failure and already had damage that ultimately cost me money and grief.
  

   i bought the Sonata from a huge dealership that I had faith in, not some nickel and dime lot off Gravois Ave   
  

  i have sent both ************* and ***** Suntrup a letter describing what happened with my Sonata.  Hopefully they will be more understanding to this unfortunate outcome  

  i can understand the warranty company not covering negligence however the negligence was blamed on me instead of Suntrup 

   

   

  *********************

   

   

   

   

  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/02/2024

  Complaint: 21508217
  
  I am rejecting this response because:
  
  
  I was not required to have my car serviced by  a dealer.  I have sent the BBB service receipts from my own mechanic that I have used for many years   
  I also called the warranty company CNA National and they told me no one from Suntrup had contacted them regarding the vehicle.

   Once again I would appreciate an explanation as to why after driving the car a total of 8000 miles with oil changes amongst other work could I be responsible for the neglect of taking care of my car   Also I have had the car in your shop at least three separate times and I cannot recall any report regarding sludge in the engine.

  
  I could not have caused this damage however this incident does prove Suntrup sold me a vehicle off their lot that was destined for failure and already had damage that ultimately cost me money and grief.
  

   i bought the Sonata from a huge dealership that I had faith in, not some nickel and dime lot off Gravois Ave   
  

  i have sent both ************* and ***** Suntrup a letter describing what happened with my Sonata.  Hopefully they will be more understanding to this unfortunate outcome  

  i can understand the warranty company not covering negligence however the negligence was blamed on me instead of Suntrup 

   

   

  *********************

   

   

   

   

  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/02/2024

  Complaint: 21508217
  
  I am rejecting this response because:
  
  
  I was not required to have my car serviced by  a dealer.  I have sent the BBB service receipts from my own mechanic that I have used for many years   
  I also called the warranty company CNA National and they told me no one from Suntrup had contacted them regarding the vehicle.

   Once again I would appreciate an explanation as to why after driving the car a total of 8000 miles with oil changes amongst other work could I be responsible for the neglect of taking care of my car   Also I have had the car in your shop at least three separate times and I cannot recall any report regarding sludge in the engine.

  
  I could not have caused this damage however this incident does prove Suntrup sold me a vehicle off their lot that was destined for failure and already had damage that ultimately cost me money and grief.
  

   i bought the Sonata from a huge dealership that I had faith in, not some nickel and dime lot off Gravois Ave   
  

  i have sent both ************* and ***** Suntrup a letter describing what happened with my Sonata.  Hopefully they will be more understanding to this unfortunate outcome  

  i can understand the warranty company not covering negligence however the negligence was blamed on me instead of Suntrup 

   

   

  *********************

   

   

   

   

  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/02/2024

  Complaint: 21508217
  
  I am rejecting this response because:
  
  
  I was not required to have my car serviced by  a dealer.  I have sent the BBB service receipts from my own mechanic that I have used for many years   
  I also called the warranty company CNA National and they told me no one from Suntrup had contacted them regarding the vehicle.

   Once again I would appreciate an explanation as to why after driving the car a total of 8000 miles with oil changes amongst other work could I be responsible for the neglect of taking care of my car   Also I have had the car in your shop at least three separate times and I cannot recall any report regarding sludge in the engine.

  
  I could not have caused this damage however this incident does prove Suntrup sold me a vehicle off their lot that was destined for failure and already had damage that ultimately cost me money and grief.
  

   i bought the Sonata from a huge dealership that I had faith in, not some nickel and dime lot off Gravois Ave   
  

  i have sent both ************* and ***** Suntrup a letter describing what happened with my Sonata.  Hopefully they will be more understanding to this unfortunate outcome  

  i can understand the warranty company not covering negligence however the negligence was blamed on me instead of Suntrup 

   

   

  *********************

   

   

   

   

  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/03/2024

  Suntrup Ford Kirkwood found no issues with the vehicle at the time of the used car inspection or at the time of purchase 3 1/2 years ago, therefore this matter is better to ask either dealer working on car or extended warranty company.  Suntrup Ford Kirkwood is not affiliated with Suntrup *** and can not speak on their behalf.

  Customer Answer

  Date: 04/04/2024

  If Suntrup **** found no issues with the Sonata 31/2 years ago the car would have had to develop sludge after driving only 8000 miles with maintenance. Please provide this inspection to the BBB and I will contact Suntrup ******* at 5926 Manchester 

  i did find this on the internet and am surprised you are not affiliated with the Suntrup *****************  
  

  The Suntrup **************** family have been servicing and selling cars since 1957 for the ******** area. Bill Suntrup started the first dealership in the 1960s and a decade later his brother, Don *********************** began working in the automotive business. From there, the family involvement in the industry blossomed. Among the grown children of both **** and ***, there are more than 20 additional family members employed in the Suntrup **************** Group.

  ***** and ****************** Suntrups children, are partners in Suntrup ****************** Suntrup *** and Suntrup ******* in ************, and *** of *************. According to ***** *********************** All the Suntrup ****************s started early in the business, beginning at about age 12, and working at grunt jobs at the dealershipswashing cars, cleaning parts, and painting the walls.

  Customer Answer

  Date: 04/05/2024

  The Suntrup dealer on Manchester has reported the 2012 Sonata had no issues when put on their lot for sale. I would like to see the report along with sharing it with Suntrup on Lindbergh. 
  I dont see the logic in questioning them (********* people)with the report they presented to me regarding my cars damage to the engine etc. My claim has always been the Suntrup dealers on Manchester sold me a vehicle that already had sludge since at the time I bought the car I have serviced it and therefore could not have caused the damage. I believe the prove is in the paperwork ,  if necessary I will continue to talk this out with both of the dealers at Suntrup  

  I am not satisfied with  Manchester Suntrup resolnutio

  kmarrs

   

   

   

   

   

   

  Customer Answer

  Date: 04/05/2024

  Complaint: 21508217
  
  I am rejecting this response because: I am not satisfied with what they want me to do. they want me to go to another dealership. I want the people in Kirkwood to deal with it. 
  
  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/08/2024

  The primary reason I contacted the BBB was to challenge Suntrup for putting the Sonata on the sale lot. 
  Sludge just doesnt appear one day in the engine, and if theyre saying they found no issues regarding the car inspection and since sludge doesnt even show up for minimum of ****** miles it looks like Im the one holding the bag while they will continue selling any car that comes into their lot and passing problems on to the consumer  

  I cannot see how I was to blame for this sludge. I did not have the car long enough.

  ( 31/2 years, 8000 miles, and 2 oil changes among other maintenance )

  Im very disappointed. I read nothing that Suntrup responded to that seemed either fair or reasonable nor in good faith

   

  *********************
  

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my car off Feb. 13 with **** at this shop for repairs to my bumper and quarter panel (rear right side) after getting into a hit and run. A month later, I went to pick my car up and noticed two HUGE bulges in both my front tires. My car had no bulges or no issues with my tires when I dropped it off. Somehow in the month that they had my car in their possession this happened to my tires. Nobody has any explanation. ***** was VERY rude and hung up on me multiple times as I was trying to explain the situation. (She's been on vacation for the last week so she doesn't even know what's going on). She was constantly arguing with me and yelled over the phone that she's not going to help me, it's nothing they can do and for me to come pick my car up (with the BAD tires). They have pictures of my car from the day I dropped it off that show NO BULGES in the tires but SOMEHOW it is my fault that my tires did that while it was in their possession. They never showed me pictures of my car with budges in the tires from the day I dropped it off with them.Their communication is TERRIBLE!!!!!! ***** is a liar. I caught her in multiple lies. Somebody very clearly made a mistake and now I have to purchase two new tires on my dime. I don't know if they accidentally switched the tires out or what happened. Since I have no explanation I can only assume. We also spoke to the General Manager ************ who ultimately did nothing to help me in this situation.**** is currently on vacation and he is the person I dropped my car off to. I spent $196 per tire (2 tires) and $130 for an alignment after picking my car up. I should not have to pay for new tires when I dropped my car off in a different condition than I picked it up and they cannot prove to me I didn't. I also have a video of when this situation first happened and i was talking to the employee ****. I wanted to upload it but it is not letting me because it's too long, unfortunately.

  

  Business Response

  Date: 04/03/2024

  This compliant is from the customers mother, not the actual customer. ********************** did not replace used tires with other used tires with damage. So at this time Suntrup *****Kirkwood will not be able to Pay for tires for the customer. 

  

  Business Response

  Date: 04/17/2024

  Suntrup Ford Kirkwood did not replace used tires with other used tires with damage. So at this time Suntrup *****Kirkwood will not be able to Pay for tires for the customer. 

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Don't feel that they fixed my car right. I took my car to them in August 2021 for a recall on my 2015 **** focus hatch back. Now I'm experiencing the same issue with my car. When I talked to the manager she laughed and said in order for them to look at my car I had to pay $195 dollars for them to run the diagnosis test on my car. I feel like if they would have fixed it correctly I wouldn't be having the same problems that I took it in for.

  

  Business Response

  Date: 02/13/2024

  Explained to customer all customer sign off and approve the diagnosis fee, if vehicle was found to be related to any open campaign that would be covered by manufacturer the diagnosis fee would be covered by manufacturer.  Last visit from customer was 3 years ago, customer would need to approve diagnosis before we could look at vehicle in the case it would not be covered by manufacturer.  This is standard dealer policy. 

  Customer Answer

  Date: 02/15/2024

  Complaint: 21284656
  
  I am rejecting this response because:
  
  I went to another **** dealership, and they said that it depends on how they fixed the parts. I don't understand why they want me to pay for a person looking at my car, and not putting it on a machine.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 Ford Bronco from Suntrup 10/2022. Immediately received two recalls. Was told parts were on back order, etc. etc. I was concerned that if it took too long, the recall would not be honored. I spoke to a manager from the service department that told me it would be covered "as long as there was nothing I had done." I told him I had the car for three weeks! His comment was very concerning to me as it looked like he was creating a loophole. Finally able to schedule an appointment 2/23/23 only to be called the day before and told that the service manager had directed them to cancel ALL appointments because they were so behind!! This appointment was scheduled to fix the breaks recall and if they parts were in, the recall that could basically make my car catch on fire. (Told this by ****** in the Service Dept). During this 'cancellation' call, Rachel told me that my parts to fix the fire-causing problem were in...but they didn't have enough staff for me to come in. My next appointment was not scheduled until March 21 (FOUR months after purchasing the car). I get to the shop only to be told that my parts were 'given away'. I asked ****** how that was possible and she did not know - nor did she have one ounce of care about it. I realize there's COVID, short staff, parts not available, on and on and on. But I waited MY TURN - TWICE!! My parts should have been set aside!! During this visit, I was told I would be called when my parts were in. TWO months and not a single word! AND they didn't even fix the breaks! Still make the same noise. Before I left, I asked for the GM. He, of course, was not in. I asked for a business card and they gave me one with his cell crossed out. I was told he would be in at 10am the next day. Called and he was not in. (Would love his hours!!). I still have not been able to reach him. I called today - twice - and asked for the service department. No one ever answered. Finally got a person, explained my problem, and asked if the GM had an email. She said yes and then the line went dead. I called back EIGHT more times and the line was busy. Horrible, horrible customer service. This is the worst case of unprofessional, incompetent service I have EVER experienced! They need to honor their word and fix my car!!

  

  Business Response

  Date: 08/22/2023

  Called the customer and waiting for her to call back. 

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While I was having repair work done on the drivetrain of my car at Suntrup Ford in Kirkwood, a rodent managed to climb into my engine compartment and form a nest and chew? up some wires (I found this out later). My car sat on their lot for a week due to them needing to order parts. When I picked up my vehicle, my check engine light came on and I called them immediately, but their service department didn’t answer and I had to talk to customer service. I requested that they document that I called imemediately after getting my car time that my light came on simply to prevent any problems down the road and they ob. I was under the impression that the light was most likely due to issues with the prior repair work on my drivetrain. And there was no exterior damage to my car. When it did go in the shop, they discovered the nest and my car required approximately $2000 worth of repairs. I was initially under the impression that this was separate to my check engine light as it wasn’t until much later that they stated that the check engine light was on due to the rodent damage. ?after pointing out to them that my light came on immediately after getting my car, they are now claiming I waited three weeks before calling them (which is simply not true. I had not only contacted them about the light immediately, but I had called their service department for weeks only to get sent back to customer service because no one would answer (this is standard every time I get work done there) They had no interest in me providing cell phone records of a call to the dealership immediately after getting my vehicle (which they deny) as well as proof that I had to call the dealership for weeks before actually talking to the service department The code for the first repair was: P0011: "A" Camshaft Position - Timing Over-Advanced or System Performance (Bank 1) After I picked my car up it threw the same code

  

  Business Response

  Date: 04/06/2023

  While reviewing this customers concern when he reached out to Suntrup prior to filing with BBB it was explained to him that we do not believe this damage was caused at our location.  This customer first repair was Jan 19, 2023 and completed Jan 24, 2023 due to waiting on camshaft position sensor parts.  We have several vehicles on the lot every day and have never had any rodent damage concerns. After reviewing repairs with tech. he explained that the amount of leaves and debris found on the customer return visit lead him to believe rodent damage was mostly the cause of the first repair with the camshaft sensor.  When the Advisor explained to the customer the findings of the customers concern on March 23,2023 visit, the customer even mentioned that he parked on the street of his residence and could see how rodent damage could have happened, at that time he authorized the repair needed and pre-paid 1000.00 to have repair completed. We apologize the customer feels frustrated but after heavy consideration we feel that our decision is valid. 

  Customer Answer

  Date: 04/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I authorized repairs because once again, I was under the impression by the dealership that the nest had nothing to do with the check engine light until I was provided paperwork with statements from the mechanic after I paid the down payment. The shop has not addressed my numerous phone calls and the fact the check engine light came on immediately after getting the vehicle back and I asked their customer support to document that since their service department went weeks without answering. Every single car I have ever seen has to park outside so that is not enough justification to reject the possibility that it happened on their lot (the check engine light coming on after getting the vehicle is), and by the company’s logic, I have never had any rodent damage done to any vehicle that has ever been owned by me prior so I can make the same argument it was unlikely it happened on my property or any property I routinely visit. The company still has not addressed that I immediately contacted them after picking up my vehicle and asked them to document that my check engine light came on at that time in order to clarify the situation when I finally did get my car back in the shop. When denying this to me, they refused for me to even provide proof in the form of cell phone records with time stamped phone calls that would prove that not only did I call the shop that day and talk to somebody for multiple minutes (whether or not my request to document when the light came on was fulfilled is not something I can control), but I continuously called the shop for weeks after due to me not being able to get in contact with the service department. It is unreasonable for them to make a claim that I did not contact them when their service department continuously did not answer the phone, and I had to communicate with a customer service worker. 
  If my check engine light came on immediately after picking up my vehicle from them, and a rodent nest was not present when I dropped my car off, then the company must explain why it is not likely the damage was done on their lot. All of this could’ve been prevented with better communication to the customer, instead of multiple unanswered phone calls and automated emails/text messages with very little context about what was going on with my car in the first place. I was told to that while looking at my car they found a “furry friend”. They did not speak clearly or professionally and indicate what directly caused the damage which is why I was confused in the first place
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my car in June 10th 2022. I got her home and discovered an exhaust leak. I took it back they told me part was on back order will take about 2 weeks. In the meantime, I took to get it legal. Couldn’t do that due to expired inspections. Which they knew selling me the car knowing it wouldn’t pass inspection in the state the car was in. 3 weeks later part finally comes in. They replace and do NOT do the inspection as they said they would. I go and get it done instead of waiting another 2 weeks. Barely passes because guess what ANOTHER LEAK. I take it back up there for them to tell me that the bracket is broken. (They knew this at the time of giving me back my car just hopped it would last) they also didn’t put the bottom flap back as it was. And of course, part is on back order AGAIN another 3 weeks I finally have an apt the 18th in the meantime exhaust is getting louder something is flapping under when I drive down highway and still no refund for the inspections and late fees I paid for after sending all the receipts back in JULY and told September 22nd that the check was being mailed and now, we are at 10/13/2022 and still nothing.

  Customer Answer

  Date: 04/13/2023

  I did receive the refund from the company.