Suntrup Hyundai Auto Repair Service

Great job, as always.

Everything went good and I was happy with the time that it took. I was kept informed about what was needed to be done and on the cost of everything.

Alex was great! I had an appointment on Thursday at 7:45, they didn't get a chance to troubleshoot the car until Friday. Found they needed parts, but didn't get those til Tuesday. The service reps are great, but the overwhelming amount of cars they have to service can reflect poorly on the business as far as turnover. Thank you.

Staff is very friendly and attentive.

Alex was great, the service was great. But 2 hrs for a tire rotation / balance was a long time. I know they do multi point inspections but they might let customers know it could be that long

Explained about the recall and what had to be done

You have ordered a new horn and will be letting me know when you have the parts so it will involve me returning for it to be installed. Austin informed me that this will be warranty.

I don't understand why you give appointment times when the service takes all day whenever you bring you car.

I took my car in for an appointment on Monday at 11:30 (dropped car off night before). It wasn't checked in until 12:30. This wasn't a big deal until later. I called and left a message wanting to know if my car was being looked at. Then I got a call a 1:17 pm explaining that it was super busy and that's why it took an hour later to check my car in. After talking with staff, I decided to just go through with fixing the recall and that I would do a diagnostic later if needed. Staff said alright no problem, and said it would be done before close and I could pick up my car then. At 4:17 pm staff calls back explaining that they actually don't have the part for the recall (even though I talked to someone on the phone to schedule this and they told me I had a recall so it was known that this was why my car was being serviced). I then had to reschedule my service and I picked up my car before close without any work done. This is not the first time I have had issues here and I don't think I'll be coming back due to the miscommunication and disorganization of the business. I also have been frustrated with the AI bot that automatically answers the phone when I call Suntrup on Lindbergh. I would like to talk to a human and it takes several obstacles just to get through to a human. Anyways, I've expressed my grievances before, specifically with the last problem I had here, and I was very understanding. There needs to be better communication and an overall better system at this Hyundai. This is not meant to be a hateful review, but more so just honest and critical feedback.

I booked for an appointment for my car to have an oil change and I would wait for the car to be finished. It took an hour and a half for my car to have the oil change completed. This shown inattentiveness to customers time and lack of efficiency from the technicians.

Alex was very helpful and the job was done faster than I expected

Staff listened and acted competently, great communication.

During any interactions, Acacia qas always professional and patient. She explained what was needed and answered all my questions. She was a pleasure to deal with.

Lack of communication

We have always had trust in Tim and appreciate his straight forward commitment to giving us the best service.

Tim Rocks!

I appreciate the communication and timely service.

So since you didn't have the part to upgrade my auto that was scheduled to be accomplished will Austin call me as soon as the parts arrive so my car can be made more secure as quickly as possible? Please keep me informed. Only after I was there did I find out you didn't even have the part. I am talking about the Anti-theft Ignition Cylinder Protector. Please call and let me know if that is the procedure now. Call ****-****-xxxx.

When I checked in, the advisor asked if there was anything else that I needed. I said I didn't think so. He did not appear to look at my records to see if anything else was needed. When I viewed the video from my technician, he stated that I declined a tire rotation. I never declined a tire rotation. It was never mentioned to me as needed or that it was part of my appointment. I expect my advisor to advise me and help me. I have been coming to Suntrup for almost 14 years for maintenance on my vehicle. The service has been inconsistent with the exception of Tim McCarthy who always provides amazing customer service!

Can anyone explain to me why the spark plugs were quoted as $367.24 and the bill shows it as $400.31? That is a 9% increase that I thought someone would have reached out about. Not including the 9.5% sales tax on parts and the additional 2% because I used a credit card. Also, when I approved the spark plugs I asked why I was told today when the car has 63,346 miles that I was supposed to have them replaced at 42,000. You are the ONLY shop that works on my car. So did you all allow me to possibly ruin something by driving it over 20,000 miles past the plugs expiration?