Nicole was very professional and helpfull
Overall experience was terrible. Service, timeline, communication, etc
The car was there for 5 days and not diagnosed properly and when I came to pick it up a light was on that wasn’t on prior. They quickly fixed it but now will need to bring it back as its not completely fixed.
Everything, even the issues went smoothly because Nicole was on top of it! Great customer service!
I had an appointment for Friday at 9;45 am. I dropped my vehicle off Thursday afternoon. When pulled into the service garage there were 4 porters sitting on their phones. Was told an advisor would be right with us. That wasn’t the case which is fine. We went inside. My vehicle was marked as an overnight drop which it wasn’t. Friday morning I get a call from grace at 10 am telling me they can only do the oil change that day and can’t do any diagnostics until the following week. I then told her only change the oil because we need our car for next week. At 530 pm on Friday after I’ve called and texted with no response I finally receive a vehicle inspection report. Vehicle is done with oil change and then proceed to the cashier. I told her I’ll pay debit to avoid 2 percent fee. She then tells me she has to manual punch my card numbers in to not pay the 2 percent fee. Terrible customer service and management. I won’t be back. Glad i only came in for a simple oil change.
The service advisors must remain in contact with customer's. I didn't receive any communication from Grace until 6:05pm on a Friday. I had no clue if car was done or what was going on. Dave was the hero of the day. He listened to my concerns and calmed me down as I was very irate with the service I received. He stayed until 645pm to listen to my concerns. Hopefully you can get more employees like Dave.
Loved Rachel at the front desk. She greeted me at my car and kept me informed every step of the way during the service. She was the most friendly person I’ve met there and I’ve been bringing my car there since 2018. This is also the fastest oil change in 8 years. No joke. Today was a great experience. Thank you.
The staff seemed a little stressed again
I did not get a new mileage sticker and have to clean off the residue from the old one. Other than that things seem great.
The Suntrup kia was very friendly.dly and professional. They explained everything and how long it could possibly take. I felt very comfortable with my car being there to be worked on. Thank you for the great service.
Good people to deal with. Thank u.
Grace Kettler was amazing and did a very nice job with my vehicle. She was polite, professional, and kept me posted through the whole transaction. I would recommend Suntrup Kia service, especially service advisor Grace.
David was very helpful and answered all my questions.
Didn’t cris cross my tires, the way I wanted. Didn’t ask me if I would like new wipers.
Made the appointment for an oil change and to address an engine code. Made arrangements to drop off the night before. Next morning received a text message that they needed to do diagnostics for $399 since the car had not been since 2024. This should have been disclosed when the appointment was scheduled, not after we drove it 40 minutes from home. Picked up the car without service being done and will take to our local mechanic. Total bait and switch and should have been discussed when we made the appointment so we could have decided prior to making arrangements to bring the car 45 minutes from our home.
We had an appointment at 11:30 & my husband waited over 3 hours for the oil change to be done.
Had an appointment and it took 3 hours to replace a TPS sensor while I waited.
Amazing work and great communication!
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