Suntrup Hyundai South - Service Center

Suntrup Hyundai has the worst service department I have ever had to use. I currently own my 3rd Santa Fe and obviously I love the cars. I went to Suntrup for service because they are close to home, but i ever had to use. I currently own my 3rd Santa Fe and obviously I love the cars. I went to Suntrup for service because they are close to home, but in the future I will drive the extra distance to Dean Team in Ballwin because this is not the first bad experience I've had at Suntrup. For this service issue, I started calling, leaving messages, and contacting them through the website back in August. It is now November. It took over 11 weeks of repeatedly calling and leaving messages just to get someone to return my call and talk to me. When they finally did, they scheduled my appointment within 3 business days which seemed great. This entire service experience was a series of misinformation and false statements. Sadly it was almost 2 days after I brought it in when they actually started working on the problem (my app tells me when they access the car). According to the Service Advisor, "they had over 30 clients ahead of me that they were taking care of", even though he was the one who gave me that appointment. He explained that "with all the electronics on these cars, it often takes over 48 hours to diagnose a problem". When I dropped my car off, I asked for a rental car which is covered under my service warranty. It was 3 days before they got me a rental to drive because the Service Advisor said he couldn't get approval from the warranty until after they did the diagnostics. During the second afternoon I had called and texted him but he hadn't answered, hadn't returned my calls, and hadn't replied to my texts. So my daughter drove me up there in person to ask about the status at the end of that day. He said they would get me the rental the following day, but on less than 24 hours notice I would not be able to get off work and get a ride back down there before the rental division closed. He said my daughter could pick up the rental and they would list me as a secondary driver. He just needed to make copies of my driver's license and insurance cards (which he did) and assured us that was all that was needed. At 4:15pm that following day, he texted to tell me that they had the car for her to pick up, but could not use the documents that he printed for the rental. I asked why he made the copies and said they could use them, but at that point he said that the policy said they can't do that with no explanation of why he told us to do it that way in the first place. Then he suggested that I just drive my daughter's car. I picked my car up today, and to cap off what was already a bad experience, the credit card receipt that they gave me was someone else's, I didn't get mine. I called and left yet another message which did not get returned. After I made the second call, the cashier said she would email me a copy of the receipt, but that never came through. At this point, it's going to take at least one more call to get a receipt. I drove the car two or 3 times and realized that when it was idling it was running so rough it seemed like it would die. I talked to them, had to wait another 13 days to get an appointment for them to fix what they messed up. When I got there, I was told it will be another 24 - 48 hours before they will look at it. More

Tim was extremely disrespectful when interacting with me (a woman). He talked down to me like I was 5 years old and refused to listen to my issue with my car because he claimed it was user error. I highly r (a woman). He talked down to me like I was 5 years old and refused to listen to my issue with my car because he claimed it was user error. I highly recommend not working with Tim and finding another dealership in the Saint Louis area. More

She’s rude. I’ve had multiple encounters with this woman and have not a single positive thing to say. I’ve had multiple encounters with this woman and have not a single positive thing to say. More

Beware of this service dept! !! Took son’s car there to check out brake issue. Got quoted $1200 for pads and rotors. Told them no thank you and I would get 2nd opinion. They then !! Took son’s car there to check out brake issue. Got quoted $1200 for pads and rotors. Told them no thank you and I would get 2nd opinion. They then lowered the labor on the quote. Still told them no. As we received car from porter, a mechanic was riding with him and says, “hey, the brake pad “fell off” as we were driving car out”. It is unsafe to drive. Another 2nd shop informed us that “brake pads don’t just fall off”. Very suspicious to us and I do not trust them at all! More