Suntrup Kia South Auto Repair Service

No follow up during the day, ask for my Kia to be washed and it was not, very disappointing day

I like the service Thank you very much.

My only comment is that the communications could have been better. There was additional work recommended, but there was not a clear way through the text/website that I could authorize the work. When I tried to call to authorize the work, your automated attendant said that my advisor "Chris" was not a name it recognized. My vehicle was ready the day after I dropped it off - I was told it would be done "first thing" in the morning, but it wasn't until 3PM that I received communication that it was done. Totally happy with the service, but the communications have usually gone a bit smoother than they did today.

Labor charges are too high, and costly.

Nicole was outstanding.

The service department staff continues to provide an up to the minute report of the timeline and an estimate of how long you can expect your service to be completed.

Thank you to Dave who stepped up when Nicole was out and took care if my service!

I only approved $190 worth of service to be completed and then received a bill for $290. Ultimately the bill was lowered to $250 but I wouldn’t say I was satisfied with that. I was misquoted on the type of oil that was needed for my vehicle, and I did not feel very valued in having to pay the extra amount, and not get any extra money off for my next appointment. Personally I feel that if you misquote someone then you should have to eat the extra cost, not me.

David was very helpful in keeping me posted about the service on my vehicle.I had an appt for an oil change. After doing my multi point inspection I needed tires. The service dept was very busy but very accommodating. They were able to get new tires on and I got my car back before my road trip.

Grace Kettler and Treasure were both amazing in helping me through the process of getting my car fixed. I was worried about some things not being covered but since these girls understood the situation with such ease I only had to explain myself really one time, which I feel is very impressive especially during such a busy time for the dealership. There was no question at any point during this process whether or not I was in the right hands. HUGE thank you to these two wonderful girls and happy holidays!

Kayley was great, very helpful, efficient and friendly

I did not receive a video or summary. David sent me one when I asked. When I clicked on it, it wouldn’t let me in. My shuttle driver said probably b/c Suntrup’s system has just been updated.

When I made an appointment and ordered new tires for my Kia, I was not told that I would need a ride and it would take several hours. So I had to wait an hour and a half until someone could pick me up. I think that should be made clear when an appointment is made. When I ask why it was taking so long I was told that a lot of people were getting tires that day and I was a walk-in. I explained to her I was not a walk-in. I made an appointment two weeks prior.

Horrible service! I have a 2025 Seltos that I bought 2/14/25 and this was my first oil change (mileage 3700). I had an appointment, I sat in my car in front of the garage door for at least 5mins. No one opened it. I went inside then at, no greeter at the podium. I walk in the sliding doors, man at that podium and other two service people were busy. No one greeted me or said anything. Stood there for at least 5 mins, lady gets off the phone and says “I will be right with you” and walks to another dept and never returns. 10mims goes by. Another customer comes in and is greeted and they said they would be right with her. She said she has an apt for an oil change. The service guy said to pull up to the door and he will let her in. I said “I waited in my car at the door for at least 5mins and no one opened it and I’ve been standing here another 10 waiting to be waited on.” Service guy apologized and said to pull the car to the door and he will open it. I asked if someone could do that cause I’m disabled and it’s hard for me to walk or stand (as I’m standing there with my cane). The guy behind the podium spoke for the first time and said he would pull my car in. Then a shift change happened at the service podium and a female came in to take over asked if she could help me, got me checked in. I told her I had a coupon at home for $10 off oil change and forgot to bring it and she said she had to have it but I could look on the website for one, knowing there isn’t any on there for oil changes. Mind you we’re now over 20mins into my apt. My son and I waited in the waiting area. We went to check out when done, the cashier was very rude and unprofessional. I had questions about the pricing on my bill. She looks at it says I don’t know, calls another lady over to explain it and the cashier throws the paperwork onto the counter at her and asks is this right. The lady explains that I was charged a little more because my car took more oil than the average car. I have a brand new Seltos with 3700 miles. What do you mean it took more oil?!?! Then I get into my car to leave, not only was the seat slid up (which is fine) but the bucket of the seat was raised all the way up and the back of the seat was sitting straight up! There is no reason all my seat settings have to be changed to pull the car around for service. That was ridiculous. Sliding the seat forward or back is one thing, all the other adjustments is uncalled for. If a person has to do all that to pull the car around back then they don’t need to be driving my car or any car! And by the way, the original lady who said she would be right wit me and walked off, never returned for the 30mins I was there. In the end, very poor customer service, poor pricing, very poor over all experience. I bought a brand new car from you guys and couldn’t even get a free first oil change, let alone a $10 coupon comped. I will never be back to your business for an oil change or car sales.

The service advisor was not professional I call many times to ask about my car she didn’t answer my call she just called me one time and when I visited to pick my car there was another lady after paying she just handover the key to me with the receipt and I ask her I have to go pick my car or someone is going to bring to me this was my first time I visited Suntrup Kia service like I don’t know where is my car parked is that how they treat there customers I am also working in Audi dealership I know how it works I am happy with the technician he send me the video I satisfied with his work but I am not satisfied with the service advisor and I don’t think so I can bring my car for service agin and I hope you guys work on your service advisor and give them some training like guest centric thank you.

I appreciated the detailed report and clear explanation to my questions. The car was very clean after being serviced .

I was thoroughly satisfied with Kaylee’s service. She exceeded my expectation.

Accommodating

Something I'd like know but forgot to ask. Do you sell packages (4, 6 or 8 count) of oil changes?

Everyone very nice and helpful!!