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:06/23/2025

  Type:Sales and Advertising 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.

  Suntrup told me they didnt have a technician for my vehicle so thats the reason I went to infinity. I didnt just go on my own. I also have voice recordings of all calls of them telling me such. I also have voice recording of warranty company telling me they will cover cost of tear down because that is part of their process and to have them tear engine down and not cover nothing is not right. 
  

  

  Business Response

  Date: 06/23/2025

  Unfortunately the **************** is the only person who can authorize repair, I understand customer took it to Infinity on his own decision and also gave Infinity authorization to work on vehicle to find what was wrong with vehicle.  I believe Infinity thought damaged could have been caused by Hot Rodding the vehicle and this maybe why the warranty company did not cover. I can not however speak for Infinity or the **************** and would recommend customer contacting them.

  Customer Answer

  Date: 07/01/2025

  If they didnt respond what do I do next ? How long do I wait to hear my next step

• Initial Complaint

  Date:05/28/2025

  Type:Sales and Advertising 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.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ********** ********

  

  Business Response

  Date: 05/29/2025

  Please know this issue has been resolved with the customer. Thank you

• 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.

  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,
  
  ******* *****se 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. 

  

  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.

  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 

  

  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: 12/05/2024

  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.

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

  

  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. 

• 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.

  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 

  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.

  

  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: 04/04/2024

  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.

  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,
  
  ***********************

  

  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.