Suntrup Kia South Auto Repair Service

Thank you KIA

Need to improve feedback with service status and timeline. Communication is key!

I scheduled service for noon and dropped my vehicle off in the morning. When I returned at 3:30, I was told it would still be another hour. The biggest issue, however, is the lack of real communication. Every time I tried to call for an update, I was routed to an AI system. Even when I asked for a person, I was sent to another AI. It was frustrating and unhelpful. Customers should not have to fight through layers of technology just to get a simple update. Good service requires clear, human communication, and this location falls far short. Unfortunately, I’m tied to this shop because of a service package, but I would not recommend it to others. Until they fix their communication system and put people first, I cannot give a positive review.

It was a comedy of errors. I originally wanted an emission inspection I asked that they check the rear passenger window, which was no longer functioning and my steering column was making a rubbing sound. They kept my car three days repaired the steering column and told me my car was ready. I asked about the emissions inspection, and they had forgotten to do it. They told me they ordered the part for my rear window. I made an appointment to have the window motor replaced when I returned a few weeks later, they had no record that the part was ordered. I had routine maintenance done. They assured me that the window motor would be ordered and repaired with my next visit. It is now fixed. However, the Porter left his walkie-talkie in my car, I called them to only get voicemail as I had other times only to get voicemail so I told them that I have the walkie-talkie I did not receive a return call. I’m keeping the walkie-talkie until they return my call.

Communication over my last 3 Suntrup Kia interactions have been terrible. - Back in June my service advisor was not responding to my calls or texts to the point I had to borrow a car to come up to get an update on my car. - last week I had to replace a tire because of a nail. I was trying to find out if my tire was under warranty and needed a new one. I didn’t get a call back until 7pm, 9 hours later. I couldn’t answer the phone. I called back at 9am the next morning, didn’t receive a call back again until 7pm… 10 hours later. At this point I had already had 4 new tires put on and you lost out on $900 of buisness. - today I had to call to see if my key was picked up from the overnight box at 9:30am… Ofcourse no one answered. Years past I would get a text at 7 or 7:30am saying you had my car. I texted at 3:45…. Suprise no response…. I texted again at 5:15 to check on the status as I had to arrange a ride to pick it up. Finally received a response. I have been a customer for over 12 years now and over the last 6months it feels like the service department has deteriorated significantly. I am typically not one to complain but if I don’t say anything you don’t know. Best, Jeff

Check in was extremely slow. I was thinking I would recieve an inspection report/video. If it was sent it didn't come through. It seems as if maybe your short staffed or something else is happening.

Grace is the best.

Chris was a delight - completely professional & pleasant. What I was concerned about is that my car was clearly finished when we got the inspection video and 20 minutes later we were still waiting & could see it out in the parking lot with the flashers on- possibly in line for the car wash that I did not even want and told Chris when we checked in. I finally went to Chris to find out if we could have the car back and leave. He was unsure what the hold up was but was finally able to get it within a couple of minutes.

Chad did an amazing job assisting with my scheduled vehicle maintenance.

She was very helpful! Thank you!

When I turned in my vehicle for service I was not given a contact name or number or an estimated time of completed work. Originally it was 1.5-2 hrs, then “it will take all day.” I specifically told the intake advisor NOT to have the technician check for the beeping problem for my car as I had already fixed this issue. I was told by the service manager that he couldn’t figure it out. I spent two hours trying to contact the service department trying to get an ETA and I was channeled through the AI automated phone system constantly. I left messages with no response. I talked to two different operators asking to speak to a human and they transferred me to the voice mail. Not until the third operator transferred me to a Manager did they tell my my diagnostic would take “24-48 hours”. I said that was unacceptable and not what I was told. She got a hold of the Service Manager who said my work was done. The courtesy driver who took me home in the morning was pleasant and polite and drove safely; however, the driver who picked me up to take me back to the dealership was playing obscene music including the “n word” and also drove erratically with high speed and sudden breaking and didn’t completely stop at at least one stop sign. I don’t think I will be bringing my car back for service here unless necessary.

It’s frustrating to make an appointment for A 9:30am oil change and tire rotation and told I had 2 recalls but they wouldn’t take long at all. I was told this would be a 60-90 minute service. I arrived at 9:30am and did not leave until 1:00pm.

Great customer service

Always like this dealership and have had very few bad experiences it would just be nice if an oil change and tire rotation wasn't a guaranteed 2 hours every time. Seems the dealership overbooks too much. I've been a few times and noticed it takes on avg 30 min to get my keys from when the car is pulled out of the shop. I know they typically wash it after but still. When you have a 2-hour total wait time for an oil change and 30 minutes of your wait time is after the car leaves the garage that's no fun. Justin my service manager was great. He was courteous, polite and did his job to the fullest extent.

It took two weeks to even look at my car. 5 days to approve the engine. Then another 5 days for the engine replacement. I wasn’t even offered a rental car. Came home and found two pieces, looks like some type of covers, in my trunk.

It took 2 days to have my tires rotated. I scheduled my 15,000 mile maintenance on my electric vehicle weeks ago. The car wasn't ready when they said it would be. They didn't have any cabin air filters for my car. The invoice was incorrect. It was probably one of the worst service experiences I've ever had

Everyone was friendly and despite there were a lot of customers, everything was great

I had to leave my car for a few days due to a recall that would take longer. It wasn’t ready when they said it would be but they also never called me back after I called to check on status. Never could get through to anyone on the phone. Also, when I got my car back the console had been messed with ; with things all moved around and I had two clothing items stolen that were in the back seat. Left a message with service manager after I realized things were stolen & messed with but still have not heard from anyone (it’s been almost a week). Definitely not a good experience and won’t be back.

Great job and timely service.

Very helpful and nice.