John did an awesome job on washing my car. Thanks
Very professional and accommodating.
The lack of communication was awful. I would go a few days with no word on my vehicle even after 4 different promised completion dates came and went with no updates. I made multiple attempts to reach the service department via phone and texts, and only after 15 plus attempts throughout the day did I finally sometimes get a hold of someone. Only after driving to Suntrup and speaking with Cindy did the communication get better. What was supposed to be a 3 day safety recall fix turned into a two week debacle.
Grace is cheerful, friendly and very helpful during the process. It was a pleasure having our Kia serviced at your facility!~
Langford cleaned my car so well and as someone who tends to procrastinate my car cleanings, it was a delightful surprise when I was picking up my vehicle
Never have the car done at time as said, only two compitante people work here, the lady that work the cashier desk, and sahmir. Every time I put my car in, I have to dry on them and basically bribe them to actually work on my car.
Everyone was very nice and helpful.
It would be nice to be given an update on the pick up time. I didn’t receive a number for my service representative and was without a way to contact him.
Justin was courteous and professional. I received excellent service from everyone from Justin, to the mechanics working on my car, to the shuttle drivers, to the persons who first greeted me and the person who cleaned my vehicle. Job well done by all. Thank you.
Chad, had things well in hand! Nice addition to the service team. You need to keep him! I noticed the staff has completely changed again.
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.
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.
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