Suntrup Kia South - Service Center

THIS PLACE IS A JOKE. I CALLED NUMBER FOR APPOINTMENT AND NOBODY ANSWERS. BEEN ON HOLD 45 MINUTES. LEFT MESSAGE FOR CALL BACK AT 9:00 AND IT NOW NOON. NOBODY KNOWS WHAT TH I CALLED NUMBER FOR APPOINTMENT AND NOBODY ANSWERS. BEEN ON HOLD 45 MINUTES. LEFT MESSAGE FOR CALL BACK AT 9:00 AND IT NOW NOON. NOBODY KNOWS WHAT THEY ARE DOING. EVA THE ONLINE HELP DID NOTHING BUT GIVE ME NUMBERS THAT WERE NO GOOD. THE LADYTHAT ANSERS PHONE WHEN YOU PUSH 0, TRANSFERS TO BAD NUMBERS TOO. IDIOTS AND HORRIBLE SERVICE. GO ELSEWHERE More

I have had the WORST experience with the service department. It’s honestly the worst customer service I think I have EVER received from anyone. My car started burning through oil like crazy, so department. It’s honestly the worst customer service I think I have EVER received from anyone. My car started burning through oil like crazy, so I made an appointment for 11/29/21 for it to be looked at. I was literally on the highway 10 minutes away from my appointment with Kia when my engine went out. My brakes wouldn’t work, the car started dying, and there was nowhere to pull over, so it was a pretty scary experience. Popped the hood and noticed my car was completely out of oil AGAIN even though I put 3 quarts in 4 days prior, and it wasn’t leaking anywhere. I ended up having to get my car towed in, which I paid almost $130 out of pocket for. I called to let them know I was going to be a little late since it had to get it towed in, but I obviously still need it to be looked at. They ended up cancelling my appointment? And after all of that I was only 40 minutes late. I re-explained everything when I came in, and all they said was “ I’m not going to have time to look at that today.” Which I get it, because it got towed in, but I DID still make an appointment, and I called to let them know I was obviously going to be late. They kind of brushed me off to the waiting room, and said they would let me know what they were going to do. So I waited for like 40 minutes or so until I went and found someone and asked if I was supposed to be staying or not. They were just like “Yeah, we’re probably not going to have time to look at it today.” Ok. Great. Thanks for letting me know. Normally I get Brian in the service department, and he has always been wonderful. So I'm sure if he was the one working on my car this wouldn't have happened. Anyways, I kept calling for updates and kept getting told “they were going to look at it tomorrow”. They went DAYS before even looking at it, and then I finally get told it needs a new engine, and that they will have to keep my car for 2-3 weeks. They told me that I couldn’t even get a loaner car until they “clock in that they’re working on my car.” Which is completely ridiculous. After almost a month and STILL not having any update on my car I threw a fit about needing a loaner because I have 2 kids, and sharing my husband’s truck was NOT working out. So, I finally get a call from Andy and was told I could get into a loaner, and that all the parts were in on my car, and that it shouldn’t be too much longer…….so another MONTH goes by. I got told someone from Kia Customer Service was going to get back with me about my car and then nobody ever responded. So I call again on 1/27/22, and was told that all of my parts just came in, but I was confused because I was told that a month ago. He said that they had to order 17 parts and an engine, which I was never told before. He said that my car would be done within the next couple days or so. Next thing you know, I get a text the following day saying my car was ready. I had a funeral and wake I had to go to, so I wasn’t able to drop it off. I asked if I could keep it until Monday because of the funeral, and because I was told it was going to be a couple days. They told me I was going to have to pay $39 a day for it if that’s what I decided to do. I said absolutely not, and went off about my 2 MONTH ordeal. Not once did I get an apology for my experience. I typed out a huge response and all Cindy had to say was “Who is the he you’re referring to so I know?”. No apology, nothing. I haven’t been rude, or nasty to anybody, but I think any person would be frustrated after 2 MONTHS of NOT KNOWING what is going on with their car. I wouldn’t have cared if I would have been consistently updated. I wouldn’t have cared if someone was even just nice to me. Trust me, I get it. With everything going on in the world I KNOW there is delayed shipping times on parts, materials, etc. I really do, but all they had to do was let me know, or simply just be kind! When I went to pick up my car today, Cindy was rude to the girl who drove me over from Hyundai, and then I just got handed my keys to leave. Nobody went over to my car to show me the work that was done on it, heck nobody even told me what really happened with it. The very sweet woman working the cashier's desk, Naomi, kind of just read the paperwork description to me, but that was all. And that's not her job so I'm not blaming her at all. But I received no apology, gas tank on E, and trashed floor boards. I thought after 2 months it would maybe at least be vacuumed. But no. And I still haven’t been reimbursed for my towing. My car has 71K miles on it. Pretty sad I had to go through all of this with a car that hasn’t even hit 100k miles yet. The ONLY good thing is that my warrantee covered the engine. I will make sure I NEVER buy from Kia again. More

Service department at Kia Suntrup is horrendous. Made appointment to have rear alignment checked. Called 3 hours later for update and they couldn’t find my car. Then said they need to keep it overnight b appointment to have rear alignment checked. Called 3 hours later for update and they couldn’t find my car. Then said they need to keep it overnight but I’d be their top priority the next morning. Morning came and went never heard a thing. No text. No call. Tried calling but could only get voicemail. Texts are ignored. Go anywhere else but here. They’re probably the most disorganized and most unprofessional service department I’ve ever encountered. They simply don’t care. More

The catalytic converter was stolen off of my car while it was at Suntrup for service. Suntrup did not take any responsibility or pay for it. was at Suntrup for service. Suntrup did not take any responsibility or pay for it. More

I have a maintenance contract with Suntrup otherwise I would NEVER come here. I get here every time around 7 when they open, which I have an appointment, I wait a minimum of 2 hours. We all have jobs and would NEVER come here. I get here every time around 7 when they open, which I have an appointment, I wait a minimum of 2 hours. We all have jobs and lives and cannot afford to wait these times. Unacceptable! More