Suntrup Kia South Auto Repair Service

Chad did a great job and did all he could for me.

My car, on the outside, was left completely dirty...I've gone through the car wash before coming to the dealer. My car was left a mess. There were greasy marks and fingerprints left on the silver part of the trim near windows. And no one has yet contacted me regarding the photos taken regarding my trim (the issue should be in your computer). It shouldn't take this long for someone to reach out. Ridiculous!!

The lack of communication for the two weeks my car was at the dealership was unacceptable. I would call, leave a message, and never hear back. I dropped my car off and wasn’t told until two days later what was wrong. I couldn’t get anyone on the phone to find out how long the work would take and what was covered under warranty. I was told my car would be done on a Friday. I never heard from anyone on that Friday. I called and left a message, trying to find out on Friday if my car was ready so I could arrange to get there. I didn’t hear from anyone until Tuesday. It was someone helping Chad, and she told me she had a rental car for me. I was confused and angry. I told her Chad told me the car would be ready the previous Friday. Why are they getting me a rental now? What was happening with my car, I was told, would be ready the previous Friday? She looked into it and finally put me on hold until Chad picked up. He informed me that my car needed more parts, and they didn’t have them. Maybe my car will be ready on Wednesday night? Maybe Friday? He also told me it takes 48 hours to run diagnostics which seems like something the service department should tell you when they schedule your appointment. I again did not hear from anyone until a text message on Friday at 4:30 telling me the car was ready. I had called earlier that day and left a message, but never heard from anyone. I could not get there before it closed at 6. I was then informed that the service department was closed on Monday, and I could get my car on Tuesday. I won’t use your service department again. I think a text message - if everyone is too busy it seems to make a phone call - letting someone know where their car is in service is the least someone can ask.

I was told my tires were rotated and this was a bold face lie.

When you make an appt and they don't bring your car in for service for over an hr, I find it as poor customer service.i was there 2 hrs just for an oil change.

Chris was very friendly and helpful.

Great service.

I had an oil change. Since then car is leaking. It's now weekend and your closed. I will have to take off to get this fixed after dealing with it all weekend. This has happened before.

Thanks Chad!

The reason for our appointment was the fact that the recirculation for the A/C kept shutting off after three minutes, and I wanted this fixed to constantly recirculate if possible. We dropped off our car on Wednesday night before our 7am appointment on Thursday 8/28. Did not hear anything for a day and a half. We left a message and tried calling again today but got no answer. Wasn’t necessarily upset at this point but we needed to make arrangements if we were going to be without a car for the holiday weekend. We were in the neighborhood a little after 12, having to share a car for our errands since we were down a car, so we decided to show up to ask in person. Chad is the one that talks to us when we walk in. Chad seemed to have no clue why we were there, which at first I understood because it was busy, but then he pulled up the report and proceeded to tell us about 3 recalls they fixed. We did not know these recalls were there or being fixed, but all good that they were. I then asked about the A/C circulation problem and if it had been fixed. He mentioned that they had reset a program (due to one of the recalls) and “the guys drove it around and the a/c problem is fixed now after the reset”. After this, my wife said thank you for the fixes but expressed her disappointment for the communication and that we had to come up and ask the status. Chad told us all was finished and the car would be ready in 20 minutes. I walked my wife and son out to our other car so they could go home and I would wait for the car. As I was walking in, the thing that I cannot forgive happened. Chad and Tamika were having a conversation as I walked in, and the part of the conversation I walked in was “So you brought your wife in with you to complain” and then made a whipping noise. I was astounded by what I heard. I am in sales and customer service myself, and I am absolutely blown away that your staff would so blatantly talk so poorly about a customer in the front of the service office nonetheless. I purchased my Kia K5 and Carnival from Suntrup over the last two years, neither were great experiences, but still came back and was considering buying an upgrade later this year, but the way we were treated today proves that Suntrup Kia is no place for our business with employees who obviously don’t care about their customers. Shame on Suntrup Kia, and this will not be the last place that I post these remarks. And to end it all off, your service department didn’t even fix the problem. Chad just told us it was fixed by “guys driving it around and making sure it was okay” to get us out of there obviously.

All the lights were still on the dash

Didn’t fix my vehicle properly

Techs answered all questions and had me in and out in a timely manner. Also they provided drinks and snacks while i waited in the waiting room.

I was never told my car would not be completed same day. I reached out repeatedly for an update and received no response. Finally got a text at 5:54pm stating that the service would “go into next week” and I had to rush to get back to the dealership before closing so I would have use of my car over the holiday weekend. Terrible customer service and I doubt I will return any time soon.

Grace was fantastic, everybody there is nice and professional.

Five phone calls were made beginning at 10:10 am to obtain a status for a car dropped off the evening before for an oil change. At 3:22 pm I finally received a text stating the car was ready. No phone calls were ever returned. When I spoke to one of the desk technicians, he stated they were understaffed, and the phone system was not operating correctly. He did apologize for any inconvenience.

I have never been more satisfied with the service and the I was treated in the buying process thank you so much

Everyone in the service department was very helpful especially Grace. No comment on the people up front. Hope you get that. Thank you

We are travelling from Canada and needed an oil change. The staff was fantastic, arranged a shuttle while we waited, let me know about my cabin filter and got that changed at the same time. Service was prompt, and efficient and again staff was awesome.

Grace explained everything carefully and made sure I understood everything.