Suntrup Kia South Auto Repair Service

I had a 10:30am appointment for a simple oil change.  I dropped off the vehicle at 9:30am.  I had to pay for an Uber to get to work from there as the shuttle driver was busy at that time.  There is $25 for an Uber. Chris did come state the driver was available just after I paid for the Uber, I didn't want to cancel the Uber so I just stuck with it.  I told Chris I would need a ride back to avoid an Uber fee.  Mind you this is 9:30am for a simple oil change. At 12:37pm i text the shop asking if the oil change had started as I hadn't received any notifications thus far. I never received a response. I then hand to walk from walk to a grocery store to get something to eat for lunch because i had no ride. 4:21 pm I text asking what time they closed.  I received no response. I then paid for an Uber so I wasn't stranded without a vehicle. At 5:02pm I finally get a text stating the oil change is done.  $100 for an oil change that takes ALL DAY!  Plus two Uber costs to get to and from work!  All this amd while I was at work I had a conversation with another coworker about my experience.  Before I could tell him where my vehicle was being serviced.  He stated, "Let me guess, Kia Suntrup".  He was correct, sounds like you have a reputation for taking all day to do a simple scheduled appointment.   This is not my first experience waiting an extremely long time for service here.  I love my Kia vehicles, I have two.  I really like the Salesman James too.  However I won't purchase another vehicle here. Nor would I recommend you because of the service after the sale.  Sadly, I will being somewhere for vehicles going forward.  Sent via the Samsung Galaxy S24, an AT&T 5G smartphone I had a 10:30am appointment for a simple oil change.  I dropped off the vehicle at 9:30am.  I had to pay for an Uber to get to work from there as the shuttle driver was busy at that time.  There is $25 for an Uber. Chris did come state the driver was available just after I paid for the Uber, I didn't want to cancel the Uber so I just stuck with it.  I told Chris I would need a ride back to avoid an Uber fee.  Mind you this is 9:30am for a simple oil change. At 12:37pm i text the shop asking if the oil change had started as I hadn't received any notifications thus far. I never received a response. I then hand to walk from walk to a grocery store to get something to eat for lunch because i had no ride. 4:21 pm I text asking what time they closed.  I received no response. I then paid for an Uber so I wasn't stranded without a vehicle. At 5:02pm I finally get a text stating the oil change is done.  $100 for an oil change that takes ALL DAY!  Plus two Uber costs to get to and from work!  All this amd while I was at work I had a conversation with another coworker about my experience.  Before I could tell him where my vehicle was being serviced.  He stated, "Let me guess, Kia Suntrup".  He was correct, sounds like you have a reputation for taking all day to do a simple scheduled appointment.   This is not my first experience waiting an extremely long time for service here.  I love my Kia vehicles, I have two.  I really like the Salesman James too.  However I won't purchase another vehicle here. Nor would I recommend you because of the service after the sale.  Sadly, I will being somewhere for vehicles going forward.  Icing on the cake, I could not get the mobile app to submit my response. I was so frustrated, I actually took the time to enter the link in on a PC to enter this response.

I had a 9am appointment. I was told it would take an hour to an hour and a half. However I was there for almost three hours.

I responded to the text , letting him know I needed the shuttle to pick me up , received no response. Called Kia went to Voicemail, called they transferred me yet another voicemail, I finally asked to speak to manager and voicemail. Then I actually spoke to someone she said she will send someone right over I am 5 min drive away. No one came it had been 50 min. I had someone from my office drop me off on their way out to lunch. When I arrived the driver called and was at my business. If I was actually able to speak to someone this could’ve been avoided.

I got a nice video with the inspection and they all clear. I really appreciate the way the technicians at Suntrup go over the car.

Unfortunately this is now the second time i have came here and been told mis information. First time i came and dropped my van off for an oil change and for them to look and see if recall work needed to be done. Said it would be done in one day but took two days… for an oil change. Not sure why i have to make an appointment if things cannot be done in the time frame i was told. Live over an hour away so trying to shuffle things around and get rides while also getting multiple children where they need to go was very frustrating, challenging and has to involve two cars to accommodate all the needs. It is what it is but when i went to drop the van off for the second time for recall work was told it would take 6 hours for the work to be completed, thankfully i was offered a loaner car. Again made multiple calls to make arrangements as i have 3 car seats and needing to arrange things for my kids to get where they need to go. To then receive a call only 2 hours later after dropping the van off to be told that now the work is all complete. Leaves me to think either 1. Was told false information or 2. The job was not done to the standard or quality it should be and my children’s feet will continue to get burnt when they step in the van if they do not have proper shoes on. A problem all in itself. I will say everyone was very nice just unfortunately communication has significantly lacked both times which thus created a large inconvenience both times. Both my father and brother have both worked in the car industry for 30+ years so i am comparing the communication they have given me in the past to now an industry that is centered to “customer satisfaction” instead of transparency.

Excellent service and attentiveness to needs

Great and timely job today. I appreciate the improvement from my past experiences with other employees.

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.