Suntrup West County BMW in Saint Louis, Missouri is one of the premier new BMW and used BMW dealers in the Midwest. We service
St. Louis BMW
, Chesterfield BMW, St. Louis County, Jefferson County, Franklin County, St. Charles, Ofallon, St. Peters, all of Missouri, along with Metro East Illinois. We treat the needs of each individual customer with paramount concern. We know that you have high expectations, and as a BMW dealer we enjoy the challenge of meeting and exceeding those standards each and every time. Allow us to demonstrate our commitment to excellence!
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Pressure from salesperson to "Buy Now"
Normal
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How did you first contact the Dealership
Internet
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Did you purchase from the Dealership
Yes
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Would you Recommend this Dealership
No
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Name of Your Salesperson
Andy
My Suntrup West County Bmw reviewCrooks! Called us 5 days after buying new BMW saying we owed them another $4000 for our trade and if we did not pay they wouldn’t pay off our trade. Said I lied to them about the car being all wheel drive when I most certainly disclosed that and is obvious on a VIN check. Then said I would only have to pay $1500. Like they were doing me a favor. I told them I would bring new car back and get our trade. They said no because deal was done. If deal was done I should owe them nothing. Was yelled at and berated by management. I have had to retain an attorney. Do not visit or buy from these awful, unethical people.
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Pressure from salesperson to "Buy Now"
Low
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How did you first contact the Dealership
Phone
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Did you purchase from the Dealership
Yes
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Would you Recommend this Dealership
No
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Name of Your Salesperson
Mike
My Suntrup West County Bmw reviewLet 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. Mike Cross is a complete joke as a salesman or a finance person.
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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Vehicle serviced for
Repair
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Accurate estimated wait time
No
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Would You Recommend this Dealership
No
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Vehicle year
1999
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Vehicle make
528i
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Service Technician
N/A
My Suntrup West County Bmw reviewThese arrogant scam artists will belittle and berate you if you review them in a bad light. They did needless repairs over and over again and their response to my displeasure was “don’t blame us if you can’t afford the repairs.” Now I paid every bill without question, but when the final $2K bill was handed to me after 3 $1K repairs not doing the trick previously I got a second opinion from another authorized BMW dealership. They confirmed my suspicions IN WRITING that I was being taken for needless repairs. So I was furious and Suntrup was condescending and took the oh well too bad soo sad approach. Years of giving them my business ad that’s what they pull? Sounds like the Suntrup family forgot what daddy worked for at the beginning, “customer service”. Happens with handed over business I guess? Anyway, their internet sales gal Sandra Hatchel lhas been non stop harassing me now threatening to publish my personal info, cell number etc. since she figured out who I was. Unbelievable. No, a shame.
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Pressure from salesperson to "Buy Now"
High
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How did you first contact the Dealership
Walk-In
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Did you purchase from the Dealership
No
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Would you Recommend this Dealership
No
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Name of Your Salesperson
Rico
My Suntrup West County Bmw reviewStill waiting for my $1000 down after being lied to continually. They are now holding the money when I have not even been approved, then asked for more money, paid off credit cards and many other hoops that I’m still jumping through. I want my money back. They have not held up to their bargain and now it’s past illegal. If anyone wants to follow suit and get a lawyer involved. I think that would be the best thing to do at this point.
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Pressure from salesperson to "Buy Now"
High
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How did you first contact the Dealership
Walk-In
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Did you purchase from the Dealership
Yes
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Would you Recommend this Dealership
No
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Name of Your Salesperson
Tim Everheart
My Suntrup West County Bmw reviewIf you want to get screwed over at every possible opportunity I would highly recommend Suntrup West County BMW. This dealership embodies your worst car dealer nightmare. The quality of service you get from these so called customer service professionals earning these huge salaries is a joke. I get better service ordering a hamburger than you will ordering a $40000 car. If you want to get lied to call Suntrup. If you want to be treated like an idiot call Suntrup (and believe me you will feel like one if you buy from here). If you want rude staff call Suntrup. If you want someone who will verbally beat you down and not let you talk if you have even the slightest issue call Suntrup. They will lie to you about the features on a car. The will tell you the car has features – and you will pay for these features – only to find out when you get home that you have been screwed. They will pull every trick in the book to get you to “Sign Today”. They will lie to you about financing, and payments. They will tell you – “I’m giving you $20000 for your trade in – BUT I JUST NEED TO PUT $14000 ON THE PAPERWORK because “insert reason here”. AND if you lease – they will screw you over with outrageous charges when you take the car back at the end of the lease. AND get this – all this is done with management backing – it’s like the sales staff are trained to be that way. By screwing you over they must get extra brownie points from their bosses. I can imagine the meetings – “So, how did you do today – well I managed to screw 2 customers with lies and false promises – oh good boy – here have a doggie treat. How these a** h***s have the conscience to sleep at night I will never know. Don’t expect any of your calls to be returned – unless they think you are going to sign on the dotted line in the next 30 minutes. Don’t expect any of your concerns will ever be listened to – THEY WON’T. Oh, and did I tell you that after I bought my car the finance manager called me the next day to demand another $2000. Not only is this highly immoral (typical for Suntrup) I expect it is illegal. And no, I didn’t pay it!! I used to love BMW but now I can’t look at one without becoming SICK. Oh, and you won’t get any help from BMW head office either who basically passively condone the c**p that goes on and tell you (very politely in not so many words) to go and screw yourself. YOU HAVE BEEN WARNED – IF YOU GO THERE NOW AFTER READING THIS THEN I’M SORRY BUT YOU DESERVE EVERYTHING YOU GET!!!
A picture is worth a 1000 words
http://www.youtube.com/watch?v=_miSTiq1qFY
I have dealt with Tim Everhart also, and he was great!!! So maybe you should put the blame on the dealer. As you can see from more post that dealership is very very bad. DEALERSHIP NOT THE PEA ON SALES PEOPLE
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Pressure from salesperson to "Buy Now"
High
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How did you first contact the Dealership
Walk-In
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Did you purchase from the Dealership
No
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Would you Recommend this Dealership
No
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Name of Your Salesperson
Jean Roux
My Suntrup West County Bmw reviewI walked into dealership today, looking for a new car for my son. I was introduced to gene. Gene would not answer my questions directly about pricing of a vehicle. when time came to negociate, he told me they do not give prices unless i sign a peace of paper that says, I______ agree to purchase a vehicle now. When i refused to this, he told me his time is very valuable, he didnt just say this to me once but multiple times. and he implied this to me as if my time isnt, and im a doctor. He did not treat me with respect at all. he refused to give me numbers unless i signed the document. As we began talking even more i understood this guy just doesnt care that i am willing to spend up to 50k for a car. He then told me he would not help me anymore unless i signed. keep in mind iv only been here for 20mins. no one buys a car on an impulse decision like this. i told him im unless he starts being reasonable im leaving. he told me to he cant help me,.
simply put. avoid this dealership. it sucks.
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Pressure from salesperson to "Buy Now"
High
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How did you first contact the Dealership
Walk-In
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Did you purchase from the Dealership
Yes
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Would you Recommend this Dealership
No
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Name of Your Salesperson
Tim Everhart
My Suntrup West County Bmw reviewIf you want to get screwed over at every possible opportunity I would highly recommend Suntrup West County BMW. This dealership embodies your worst car dealer nightmare. The quality of service you get from these so called customer service professionals earning these huge salaries is a joke. I get better service ordering a hamburger than you will ordering a $40,000 car.
If you want to get lied to call Suntrup.
If you want to be treated like an idiot call Suntrup (and believe me you will feel like one if you buy from here).
If you want rude staff call Suntrup.
If you want someone who will verbally beat you down and not let you talk if you have even the slightest issue call Suntrup.
They will lie to you about the features on a car. The will tell you the car has features – and you will pay for these features – only to find out when you get home that you have been screwed.
They will pull every trick in the book to get you to “Sign Today”. They will lie to you about financing, and payments.
They will tell you – “I’m giving you $20,000 for your trade in – BUT I JUST NEED TO PUT $14,000 ON THE PAPERWORK because “insert reason here”.
AND if you lease – they will screw you over with outrageous charges when you take the car back at the end of the lease.
AND get this – all this is done with management backing – it’s like the sales staff are trained to be that way. By screwing you over they must get extra brownie points from their bosses. I can imagine the meetings – “So, how did you do today – well I managed to screw 2 customers with lies and false promises – oh good boy – here have a doggie treat.
How these a** h***s have the conscience to sleep at night I will never know.
Don’t expect any of your calls to be returned – unless they think you are going to sign on the dotted line in the next 30 minutes.
Don’t expect any of your concerns will ever be listened to – THEY WON’T.
Oh, and did I tell you that after I bought my car the finance manager called me the next day to demand another $2000. Not only is this highly immoral (typical for Suntrup) I expect it is illegal. And no, I didn’t pay it!!
I used to love BMW but now I can’t look at one without becoming SICK.
Oh, and you won’t get any help from BMW head office either who basically passively condone the c**p that goes on and tell you (very politely in not so many words) to go and screw yourself.
YOU HAVE BEEN WARNED – IF YOU GO THERE NOW AFTER READING THIS THEN I’M SORRY BUT YOU DESERVE EVERYTHING YOU GET!!!
This sounds like my story exactly. What happened regarding the $2000 they demanded?
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Pressure from salesperson to "Buy Now"
High
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How did you first contact the Dealership
Walk-In
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Did you purchase from the Dealership
No
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Would you Recommend this Dealership
No
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Name of Your Salesperson
Tim Eberhart
My Suntrup West County Bmw reviewConsumer’s Original Complaint :
On 5/14/09 A.M. talked to Rob Winters about a BMW Z4. Came back in p.m. Arick Heffner greeted us. Told him we were working with Rob. Rob said hello and then Arick helped us and I test drove a 2008 & a manual 2009 Z4. Arick told me to price on-line. On 5/15/09 a.m. I sent e-mail from bmwusa.com site for pricing. Tim Eberhart called me regarding pricing on a 2009 Z4. He indicated if I just sign paperwork on Friday and put down $1,000 to purchase a 2009 Z4, that I could come in on Saturday test drive an automatic 2009 Z4 and 2 other cars (740, 650) and if I wanted to cancel the Z4 order, it was “NO PROBLEM”. I could get a refund of the $1,000 deposit or apply it to another car. So I faxed the credit app. and credit card on the understanding that I could make a final decision on Monday 5/18/09. 5/16 pm Arick called and asked if we had a problem with him and why we switched reps to Tim. I told Arick that I told Tim up front about both Rob and Arick helping us the prior day. Now I am in the middle of Suntrup’s sales reps tug of war! Did test drives on Sat 5/16 with Rob. Told him I am not sure about purchase and may cancel the order on Monday. Called Rob on Monday 5/18 am to say I was still unsure and ask if he could show me other 650’s on the lot. Rob was not available, so I left message to call me back. Rob called back left a message for me saying “Congratulations on my new Z4 purchase!” I called right back to say I did not order the car. Rob said Tim ordered it on Friday, talk to Tim. Long story short: Sales Manager Orson Guyton FINALLY gets on the phone with me and proceeds to be belligerent and loud saying he will cancel the Z4 order, but UNDER NO CIRCUMSTANCES is he giving me a refund of the $1,000. I went to Orson’s ofc. Wanted Rob, Tim, and Orson in the room and for Tim to lie straight to my face about what he said to me. I addressed my problem and understanding from Friday to all three. Tim sat there and said he knows their credit policy and would NEVER have told me I could get a refund. At this point, it is my word against Tim’s. Orson is raising his voice and being belligerent. Told me he would NEVER consider refunding my money. It is against company policy, but I could buy a car with him. Why on earth would I want to buy a car from the likes of him?? Their sales and business practices are unethical and give car salesmen everywhere a bad name. Every one of them pointed their fingers at each other and had a different story. Tim said Rob ordered the car on Sat; Rob said Tim ordered it on Fri. Regardless, I was dissatisfied with their sales practices and misleading promises and had no further wish to do business with them; especially after Sales Manager (Orson) was yelling at me after I asked him to calm down and be reasonable. He would not provide his boss’s name, the business owner’s name, the regional BMW contact, no one! Said he is THE FINAL WORD at the dealership and if I wanted to talk to anyone else then I could find their number on my own. He said he was done with me and to leave his office. I left. I have no idea if they cancelled the order, but I do know I did not receive my $1,000 back. How could he, in good conscience, think he should keep that money which hasn’t even posted to my credit card at the time I am writing this??
Consumer’s Desired Resolution:
Refund $1,000 to my credit card and cancel the unauthorized order of a 2009 BWM Z4.
BBB Processing
05/18/2009 web BBB Complaint Received by BBB
Letter sent to owner:
May 18, 2009
Barry Suntrup
Suntrup West County BMW
14417 Manchester Rd
Ballwin, MO 63011
Dear Mr. Suntrup:
This letter is a follow up to my very unpleasant conversation around noon today with your sales manager, Orson Guyton. I have never had any representative of a company address me or conduct themselves as belligerently and as loudly as he, even after I asked him to calm down so that we could have a reasonable conversation. The video that was recorded today clearly shows his unprofessional behavior. Yelling at me did not make what he said right or change the facts that I did not authorize the order of the car or the charge until Monday, May 18, 2009. I want you and/or Suntrup BMW to honor your sales representative Tim Eberhart’s sales promise on Friday, May 15, 2009. In Tim and my conversation on Friday around 3:30 in the afternoon, I was told if I signed the credit application and put a $1,000 deposit down that on Monday I would be allowed to cancel my order and get a refund of the deposit or apply the deposit to another car. I called at 10:00 a.m. on Monday, May 18, 2009 to cancel my order and get a refund of my deposit. If they ordered a car without my authorization you need to cancel it and not penalize me for the misrepresentation of your sales rep. I also expect to be sent a refund of my deposit of $1,000. You can send a credit card refund receipt to my attention at 14413 Rue De Gascony Ct, Ballwin, MO 63011. I don’t know why nor do I care why your sales reps’ stories have changed between 3:30 p.m. on Friday and 10:00 a.m. on Monday, but this is not how a reputable company does business. The credit card charge has not even posted to my account as of today, so I don’t understand why you can’t refund the charge as I was told on Friday afternoon. I have filed a complaint with the Better Business Bureau, made an executive complaint to BMW, and have contacted a local news station due to the numerous complaints against Suntrup BMW for poor customer service, misleading sales practices, and difficulty in obtaining refunds. I expect that you will be hearing from all of them. This has been the singularly most unpleasant sales experience that I have ever had and I never wish to do any further business with your company. I am trying not to hold Mr. Orson Guyton’s behavior against BMW as a whole, but his conduct today was reprehensible.
Again, I repeat, I am requesting that you cancel my order and send my credit card refund receipt to the address indicated above. Anything less is unacceptable. What I have outlined here is only the end of a very bad story. There is much more frustrating detail I can provide if you wish to have any further facts about how your employees are running and representing your dealership. In the economic environment that we are in today, I do not think that you can afford to continue to verbally abuse and mistreat your potential customers.
Respectfully,