Suntrup Hyundai South - Service Center

AWFUL EXPERIENCE EVERY TIME! DO NOT USE THIS SERVICE CENTER! I have yet to have a positive experience since purchasing my car. Unfortunately this was the closest Hyundai dealership so it is where I bought my car I have yet to have a positive experience since purchasing my car. Unfortunately this was the closest Hyundai dealership so it is where I bought my car and I figured it would be best to go back to where I bought the car. I was unfortunately pulled into getting my service done here due to their Lifetime Warranty. I was under the assumption that this was a great promotion and I should take advantage of it. Although this warranty might be honored, I will not be returning here for service ever and will accept the manufacturer warranties as they are because it could not possibly be worth the troubles that I have endured thus far. Suntrup's prices are most of the time at least double any other place that I have been (including other dealerships, not even specific to the make of the vehicle). The description for the Lifetime Warranty for a new vehicle states "In order to maintain your reward eligibility benefits you are required to have all manufacturer recommended oil and filter changes and tire rotations performed at our service department. All maintenance services must be performed within 1,000 miles of the manufacturer recommended service intervals. For a list of manufacturer recommended maintenance services and service intervals, consult your vehicle owner’s manual." Yet I have been called and received emails for services/service intervals that are not recommended in the owner’s manual. The Car Washes For Life promotion is a complete gimmick as I have had the car for 5 months now and have been turned down 8 of the 9 times that I have attempted to get a car wash including 2 times while my car was there already for services. The one car wash that I was able to receive was after an oil change early in the evening. Since I could not get a response in person or over the phone I emailed Suntrup and surprising got a response: "We will perform an exterior wash on your car and you may come in anytime (weather permitting, outside temp has to be above 42 degrees) during operating hours to have a carwash performed. Service is open from 7am-9pm M-F." The 8 times that I have attempted and not received a car wash, the weather has been clear with an outside temp above 42 degrees. The customer service is awful as the phone receptionist only complicates issues and continually “transfers” me back to herself. Scheduling an appointment over the phone is ineffective as I have not had one done correctly with wrong dates, times, advisors, and services each time I attempted. Online scheduling is not any better as I have been logged out each time that I have attempted and have struggled to actually get into the schedule from my profile. I have made 2 appointments online and put a note along with a request for contact each time but was never contacted. An added bonus when scheduling an appointment is the option of your driving conditions although the only option available is Factory Severe Conditions. The 3 services that I have brought my car in for are the following: 1.) 3750 mile oil change (not recommended by Hyundai but scheduled at the time of purchase). 2.) 7500 oil change (recommended 1st oil change by Hyundai) 3.) TPMS (Light was on when I bought the car) I was told the TPMS light would take 50-100 miles to go off since my car only had 8 miles when I got it. I called my salesperson at ~150 miles and was told to “Swing by and they would check it and ensure that there are no issues and have the light turned off quickly.” I stopped by after work one afternoon and was told that this would take at least 2 hours which I did not have time for but I asked for the free car wash and was told that there was a line and it would be at least an hour if I wanted to wait but I did not have time for that so I just left. When I came in for my 3750 mile oil change at my scheduled time I was told it would be about 2 hours which is absolutely outrageous but I had no other choice than to wait since I figured it would be the normal 20-30 minutes that I have experienced every other time that I have had an oil change; especially since I had a scheduled appointment. I asked them to check my TPMS again but nothing was done and my light was still on when I got the car back after waiting an hour and a half (Glad that it was less than 2 hours but still not acceptable). My car was also not washed as requested so I chose to pay for my own car wash on my way home. I filled out the survey that I received and gave feedback with detailed information as asked for to no avail. Next, I brought my car in for the 7500 mile oil change at my scheduled time and was told it would only be about an hour and it was actually done in about 35 minutes and my car WAS washed this time! I asked them to check my TPMS again and they did this time but I was told that I would need to bring it back and leave it with them for a day due to short staff during my oil change. I filled out the survey once again and gave feedback with detailed information as asked for yet again to no avail. Finally, I scheduled the appointment for the TPMS and was notified that Suntrup does not have loaner vehicles but they could arrange a rental for me at $30 for the day through Enterprise and Suntrup does not cover the cost of the rental so I passed on that option and borrowed a family member’s car for the day instead. I was called and told that they found an electrical issue and would need to order a part and I would need to bring my car back. When I went to pick up my car, I was told that they would notify me when the part came in and schedule an appointment (only 20-30 minutes) to have it installed but I would have to wait during the service because they could only cover the rental car for one day. This was the first that I had heard of them offering to cover the cost of the rental AFTER the appointment for which I would have needed the rental! I called back a week later after not hearing from them and found out that the part had come in so I could come by and they would be able to fit me in but it might take a little longer than 30 minutes since I did not have an appointment. I dropped my car off around 5:15 pm but arranged for a friend to pick me up while it was being serviced and went to dinner. After not hearing back from them, around 8 pm I called and was told that my car was almost done and will be ready if I wanted to come back. I sat in the waiting room until 8:56 pm (they close at 9 pm) when I walked out and was told that my car was ready and I just needed to sign the paperwork that was being printed out so I should go back inside to the cashier. I went back inside to the cashier and was handed a bill for ~$170 although this was covered under my warranty. I told them that I am not paying for this since it is covered so they fixed the bill and I signed it after it was zeroed out but they also brought the paperwork for the rental refund which read $25. Although I did not get the rental car, the refund of only $25 means that Suntrup either charges $5 above what Enterprise is charging them or would not have fully covered the rental charge. I then walked outside and around the building not able to find my car and returned to the service advisor to ask where my car was. He asked for my keys, set off my alarm, and threw my keys to a porter and told him, “find this car and bring it up front for him” and then walked away. Once again my car was not washed as I had expected. I was called the following day with a voice recording stating that I will receive a survey once again for my service from Suntrup and an additional one from Hyundai but never received either. This was the final straw so I have decided to not return to Suntrup ever again because this has been more than enough to show it is not worth the lifetime warranty especially since they are overcharging from the get go. More

I brought my vehicle in because my "check engine" light was on. I was told it was fixed, but when I got in my Santa Fe the light was still on. After waiting an hour and a half, they thought engine" light was on. I was told it was fixed, but when I got in my Santa Fe the light was still on. After waiting an hour and a half, they thought they figured out the issue. I would have to bring the vehicle back in for a "20 minute repair". Well, that 20 minutes turned into 2 and a half hours. Still not fixed. The two visits cost me $500. To be fair, I did get an oil change so its not like I spent $500 for nothing. More