Your system is for you. If you have something to communicate with me and I am waiting in your building then walk 100 feet and tell me directly. Leaving me hanging for two hours for a fifteen minute oil change and not giving me any feedback unless I directly ask is alienating. Expecting me to interact with you by text messages when you can talk to me directly is ridiculous.
I dropped my 2016 Kia Sorrento off to the service dept on Wed 8/27 for my appt in Thu 8/28 to get my car looked at. My husband explained what was going on with the vehicle so they knew what to look at. He was told that I should be receiving a text message from my customer representative the next day and get updates along the way to figuring out what was going with my vehicle. I actually received a text the next day that I missed my appt instead of from anyone with an update. I had to call the service dept to determine if they were looking at my vehicle. They assured me that they were and I would be receiving update texts. I didn’t hear ANYTHING from ANYONE for weeks. On 9/16 I called Kia asking for an update and had to leave a message bc I just got passed around until I reached a voice mail box. I then received a text that the tech was waiting to hear back from the Tech Line but that should happen by the end of the day. I didn’t hear anything, so on 9/18 I texted back asking if there was any update. Crickets…no response at all. Then on 9/24 I received a text that my vehicle work is complete & is ready to picked up. I felt very confused bc I had no idea what was wrong with my vehicle let alone did I approve any work to be completed on it. When I called the service center I find out that they put a new engine in my vehicle and that they got it approved through the warranty. But they had my car for 4 weeks with no communication at all. As someone who works in customer service, that was unacceptable and there was no customer service in this instance. I’m very unsatisfied with the customer service side of things. It was wonderful that I received a new engine and it was covered under the warranty, but that is the only bright light in this whole experience.
The technician (Becky) who worked on my car did a good job.
The person who I spoke to over the phone who made my appointment told me that I needed all the services that are actually due at 60,000 miles. I did not find out she was wrong until I received a call the morning the car was to be serviced. I believe it was Hasanovic who called me that morning. I was glad that he corrected the orders. The woman who took the appointment call did not know what services are needed at 30,000 miles. I’m not angry, I just want to point out that she needs to be trained in services versus mileage.
Was pleased with the time of my car being completed was done in a timely manner.
Chris was very sweet and kind to me today! He took the time to answer all my questions even if they were closing in 5 minutes. I’m very thankful for Chris for being so kind and patient. He’s the best experience I’ve had in your service center! I’d also like to shout out John, for washing my car. Looks great!
Bent my rear license plate and damaged my plate holder as well as somehow knocked out a screw from it. My plate is bent so severely I can’t even get it out of the plate holder. It was not like this prior to service. Very unhappy.
Service rep was awesome time and speed of fix great. New engine overfilled with 2 to 3 extra quarts of oil to be found by owner is very disappointing. Could have blown out seals and other damage if owner did not check the oil level after the engine was replaced.
I think paying $200 for the diagnostic should be covered under warranty since they actually found nothing wrong. My car is practically new and nothing was found and yet I had to pay $200?
Fast, very responsive. I’ms sincerely appreciative
Thank you KIA Suntrup for your team: Parts Manager Chris, Service Manager Billy, Service Representative Justen, Technician Nate for their expert knowledge and coordination. The work was completed in less than 24 hours. I was able to have my car returned. And most importantly, I did not have to cancel my husband’s cardiologist appointment. Thank you all.
Phone calls are artifacts of the past. I for one would appreciate a phone call when my car is ready.
Also fix your car wash:)
Good fast service, thanks.
He said he would call me today and let me know what was going on and I never got a call.
Chris was very helpful. He helped with additional paper work.
The front bumper of my car got hit while in care of Kia
Robyn did an excellent job from start to finish. She is the best in service associate I have worked with since I bought the Telluride from
Suntrup.
I always get the best from Suntrup
I had an appointment for an oil change and wiper blade replacement on October 6th at 1:15, that I scheduled on September 29th. I dropped the vehicle off at 8 am, expecting to hear from the service department sometime that afternoon that the work was completed. I still had not received an update at 5 pm, therefore I called to check the status. I received voicemail for the service advisor and the manager, leaving messages for both. I received a call back at 6:45 pm that the vehicle had just been finished and could be picked up the next day, since it was after hours. Why schedule an appointment if that time is not kept? And the appointment was scheduled an entire week earlier. A oil change and wiper blade replacement should not take four hours from the appt time to be completed. Needless to say, this was a very frustrating experience and the second time this has happened, with no communication.
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