Suntrup Hyundai Auto Repair Service

The work was completed in the time frame promised.

The work on the car was satisfactory completed. Unfortunately I had to wait 2 hours for a pickup ride back to the dealership. I live 2.3 miles away.

Tim McCarthy has been our go to service representatives for a number of year's. He is kind and friendly and makes you feel like you aare his top priority as his customer. He always goes over and above to make sure you are getting the best service possible. I told him that he is the reason I will be buyng my next vehicle from Suntrup. You definitely have a great employee I Tim, and I hope he will be with Suntrup until he is ready to retire.

Communication and phone system is completely chopped. When I dropped off my car, I was informed I would be notified about its updates throughout the day and I clearly requested that by the end of the day, I’d like to know if there is a rental car available, since I wasn’t sure if my car would be held overnight or not. I didn’t receive any notification the entire day. I left several voicemails on several different service staff’s office numbers, sent 2 messages through the client portal, and no response. The AI bot was of no help, a huge waste of money and resources, and only added more frustration to not being directed appropriately. I press 3 for the service department, and then the bot asks me what department I want, when I’ve already indicated beforehand that I want to be transferred to the service department. Genuinely a huge waste of my time. Because of this, I missed about 6 hours of work pay the next morning when I had to come in (no reliable transportation and had to practically beg a coworker ON THEIR DAY OFF for a ride) so that I could actually speak to someone about my car. I walked up to the counter and informed the 3-4 staff that I called all day the previous day and no one answered. They blankly stared at me and said they never received a call or messages from me. I showed them my call log and message logs and they chalked it up to “technology only works when it’s working.” I spoke to my advisor and expressed my frustration and disappointment with my experience. I’ve been a customer for more than 7 years and this past visit was by far the worst and I do not plan on returning to this location. I am not blaming the staff as I recognize how deeply overworked and underpaid they are, this is a serious structural and administrative issue and it must addressed immediately before you all tank.

Very nice and a great job

Service was slow and no one called us to keep us informed on car updates and why the car would not be ready. There is not enough service providers to handle the work volume. The tech working on the repair left early but we were not informed. I always have to call to follow up.

Explained what a cab filter was, and showed me where it was.

Austin is a major asset to your business. His professionalism is way above expectations, as was his courteous approach. Employees like that are hard to find. Congratulations!

Very professional from start to finish.

This was my first time working with Acacia as my prior Service Advisor had been transferred. Throughout the process of scheduling the service, she was prompt in her responses and worked hard to find a time where I could remain at the dealership during service. Upon arrival, I was greeted with a friendly smile and "Nice to meet you." Acacia was very knowledgeable and thorough in explaining the various service packages, which were still "free" and which were recommended. She also explained the recalls applying to the vehicle and told me she would notify me when the parts arrived and provide a loaner since the work is an all-day process. She used the system to keep me well informed of progress on the maintenance. She also came to the service area when the job was done, went over the invoice line by line, and asked if I had any questions. She also thanked me for my business and left me with another warm smile. Overall, Acacia is an A+ Service Advisor and I look forward to working with her going forward. Team members like her are the most valuable resource a business has.

Tim responded right away in the morning after I had dropped off my car in the evening after hours without an appointment. The car was done by lunchtime. Once again, Tim worked his magic.

Great service

Tim was great as usual and the overall experience was great thanks

Service was quick and Christopher was quite good

Excellent service from Tim and the mechanic who worked on my car! He found out what the problem was. Very happy!

Despite sending my warranty information immediately, it took three work days before my tire was ordered. Then, my electric car was not charge prior to picking it up. I did not have enough charge to get home so I had to charge it before I left. I bought my car at a Hyundai dealer in Virginian and my car was always fully charged when I picked it up. Five days to get a new tire seems excessive.

No

Special thanks to Austin Perrone after being determined to find out why my 2020 Sonata would not start. Even with the winter weather, he promised it would be solved and that I would get my car returned by a certain date. Appreciate his determination and persistence! Thank you very much!

I was not happy to have to return to the dealership with unresolved service issues. However this return trip was handled professionally and efficiently by Mr. Austin Perrone. I quickly received a video from the mechanic who explained the problem and it was repaired quickly while I waited for my vehicle. I would be happy to have Mr. Perrone assigned to me as a service advisor in the future.

She did great! She explained what was done to the car And answered a couple questions in a polite way. Thank you, John