I brought my new car to the service department on December 8th following an attempted theft. The agreed-upon repairs included replacing the steering column, ignition switch, and reprogramming new keys. Over the next three weeks, both my insurance company and I repeatedly tried to contact the service department but were unable to reach them on most occasions.
After three weeks, I was told the car was ready, so I returned my rental. While on the way to pick it up, I was informed the vehicle could not be released because the service department failed to confirm payment details with the insurance adjuster, leaving me without transportation for the weekend.
When I went in person for an update, I discovered the agreed-upon work was not completed as discussed—the ignition switch was re-keyed instead of replaced and reprogrammed. Additionally, the car was returned with interior damage, including a stained headliner and muddy footprints, despite being in near-new condition (3500 miles)
Throughout the process, communication was very poor, and I encountered unprofessional behavior from customer service staff when seeking updates. After several attempts throughout the day at calling for an update, I was treated like the problem by Elizabeth and Mary for asking them to find a solution other than leaving messages (I still haven’t heard back from the manager I was told would call me).
Eventually Austin called and apologized and offered to get the car detailed. He said he would call back the next day to set this up. That was Monday, and today is Friday.
I received excellent customer service from Chris. He was thorough in reviewing the services and communicated expectations well.
Acacia Wolf was courteous, informed and efficient. Once again, it was a pleasure to have her to be my initial contact with Suntrup.
Great service and quick completion time as always.
The service was fantastic.
She was amazing, very helpful, and very transparent
Acacia is always so nice and listens to my concerns. She is a great asset to the service department.
Acacia was very friendly and polite.
She did a very good job!
Took my car and left when I got there because there were 2 issues and neither one were addressed. I knew the second one would not be because I needed my car back, but the first 1 was a P33 campaign that was supposed to be done and had plenty of time to be done since I dropped my car off at 4 PM the previous night for an 8 AM scheduled appointment that nothing got done on for the P33. I asked for my keys back and I left at 10:45 AM the following morning.
Chris was very kind and attentive. There is one small critique I'd like to offer, though. He was supposed to tell whoever places the sticker on my windshield to change the recommendation to 7500 miles instead of 5000. That did not happen. Not sure if it was communicated or just not followed through by the shop staff, but that is the only critique I have about today's visit.
It was a pleasure having him as my advisor today.
No words can describe how wonderful Acacia is. The two times I dealt with her she has been nothing but amazing and very helpful. Thank you Acacia
Was difficult to get a hold of anyone in service dept to let me know status on my vehicle fir pickup. I did text on message I received when I dropped off vehicle but didn't get a lot of info back. Otherwise was a good experience overall thanks
Acacia was great to work with.
Alex was great. Helped me out with information, got a ride for me to and from home, etc. Much appreciated.
Acacia was absolutely great to deal with. She is very professional and helpful to ensure a smooth process.
I received a text that the recall part was ready for my vehicle. I called set an appointment to drop my car today. I received a call later in the morning from Chris stating that the recall part is not in. He asked me to come pick up my car. I was very disappointed as I Have spent my own time and money to drop my car, arrange for another vehicle to use. I then ask, are you going to rotate my tires like requested on the sheet? He replied he can do that for a full charge. I said this is the second time I brought my car for the safety recall only to find out after I dropped it off The part is not ready. So your expectation is for me to waste my time and money two times and you can’t even rotate my tires for free. He said he is sorry and there’s nothing he can do. I had to insist to speak to a manager.
Excellent service! Everything as discussed and agreed upon.
Best customer service! Tim is great!
Austin went above and beyond to help us.
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