Suntrup Kia South - Service Center

My car's engine started vibrating, and we took it in right away. Brian Richter was assigned our service advisor. We received a text from Kenny, the tech, who sent a video explaining what he had done an right away. Brian Richter was assigned our service advisor. We received a text from Kenny, the tech, who sent a video explaining what he had done and what tests he felt were still needed. Immediately after watching the video, Brian sent us an estimate for an $8700 engine rebuild, citing an 'internal issue'. Given that Kenny had said that they were still diagnosing the problem, the estimate seemed premature and we called to ask about this. Brian said, "I told Kenny not to tell you that." What? Why? Brian insisted that the part Kenny described was not the problem and that he would be lying to me if he let me believe it was. So what IS the problem, then? Have we identified the point of failure or not? He didn't have an answer; he just kept repeating that he would be lying to us if he let us believe a full engine replacement wasn't needed. I was very angry. Nothing about that sounded on-the-level to me. I handed off the phone to my husband, who was much calmer than I was, but Brian hung up on us. An hour or so later he texted that they were going to replace the 'balancer' and get back to me. We told him to please just reassemble our engine and let us come get it. We're not under warranty, so we will go somewhere else. Despite the sound coming from the engine, the engine light had not turned on when we dropped it off. When we picked it up, the sound was louder and the engine light was on. Thanks, Suntrup! This is our second bad experience with Suntrup's service team; the first was relatively minor and we assumed it was a fluke. Now I feel like there's no way I can trust Suntrup Kia's service team to work with us in good faith. More

If I could rate service separate from the rest would give a one star. But since you should have 25-30 regular maintenance appointments to the one time you purchase the vehicle I have to give a two. If you a one star. But since you should have 25-30 regular maintenance appointments to the one time you purchase the vehicle I have to give a two. If you do unusual service request they are unable to do it. Took car in back in May for a PASSENGER SIDE window issue. They could not find anything wrong with the DRIVERS SIDE window. Took it back in and wanted lube and oil change and no one is communicating with me. Yes gave me a loaner that the inside front windshield had been sprayed but not dried so driving into sun trying to see through dried droplets of water... More

We have purchased three Kia vehicles from Suntrup. However, the experience I had with service scheduling system and a disappointing conversation with Mr. Rucks, the business manager, has significantly However, the experience I had with service scheduling system and a disappointing conversation with Mr. Rucks, the business manager, has significantly impacted our once-strong customer-dealer relationship. On three separate occasions we scheduled an appointment and my wife brought the car in for scheduled service (45-minute drive) and was told there was no appointment(!) When one of the Kias was stolen, the interaction with Mr. Rucks was far from satisfactory. Instead of addressing my concerns and providing helpful insights, Mr. Rucks adopted a defensive stance and made unsettling remarks that raised serious questions about the professionalism and customer service standards upheld by this dealership. Mr. Rucks dismissed the gravity of the situation, attributing it to media sensationalism, and even went so far as to boast about his ability to steal any car with a screwdriver within 30 seconds. Moreover, when I emphasized the relationship I believed I had with the dealership and my loyalty to the Kia brand, he disassociated himself from representing Kia and conveyed a lack of interest in addressing my concerns. Furthermore, Mr. Rucks shared personal details unrelated to the issue at hand, creating an uncomfortable atmosphere and further diminishing my confidence in the dealership's leadership. The lack of empathy, professionalism, and customer service training exhibited during this encounter has left me deeply disappointed. I am currently in the market for another vehicle but have lost confidence in this vendor to be a provider. More

Review: Suntrup Kia South Lindberg URGENT ATTENTION! !! For 8 years, I've trusted Suntrup Kia South Lindberg, where I even bought my first car and have continually used their services. Sadly, recent ev !! For 8 years, I've trusted Suntrup Kia South Lindberg, where I even bought my first car and have continually used their services. Sadly, recent events marked by oversight and a blatant lack of attention have completely eroded my faith in them. Recently, my car suffered intense engine damage, leading to repair estimates of a massive $8,300 - exceeding its present value of $7,200. On a September 12th visit. I paid out $500+ for a valve cover gasket fix and was told to return after 1,000 miles for a check. But their appointment system was confusing, and i had continuous oil problems. When reaching out, many calls led to voicemails. Only after a devastating engine breakdown on the freeway did I get a response – one that felt more like damage control than anything. Service manager Justin Glaze came off as indifferent and not supportive. Even with evident engine problems, he simply advised "adding more oil." His over-reliance on his position blinded him to clear issues that even a novice like myself could see. His team mainly overlooked critical signs such as rampant oil usage which can be caused from spark plugins not working causing incomplete combustion in the engine which can lead to scoring on the cylinder walls that cause oil to be burned. This is something completely overlooked by Justin. In spite of my genuine worries, both the dealership and notably Justin, denied responsibility. The tone became aggressive, with Justin resorting to insults, labeling me a smart*** and ordering me out of his office. He claimed I didn't adhere to guidelines, which were unclear, as I even stated this as I had left multiple messages conveying my uncertainties which went unanswered. The financial strain from this situation is overwhelming. When discussing a potential refund for the prior $500+ charges and the current repair expenses, I was met with indifference. Justin's assertion that they "resolved" the problem rang empty, more so when juxtaposed with a malfunctioning engine and undeniable proof that the oil consumption problem persisted. I requested to speak to Elliot Silk, the service director and got his extension. I’ve called everyday for the last 3 days without a call back. On day 2 Justin called me, starting the conversation that Elliot Silk was too busy in meetings to talk to me and that he trusts everything Justin said and will go with his suggestions unquestioned and without talking to me at all. They offered an insulting 10% off the repairs still leaving the cost above the value of the vehicle. Then proceeded to double down on his attitude and disrespect on the phone this time. Here are my grievances: Accountability & Professionalism: Dishearteningly absent. Justin's condescension and unprofessional behavior were unsettling. Cussing and resorting outright dismissing out of his office because of me calmly counter arguing his non-logical positions he held. Communication: Failed calls, missed voicemails because of their “new software” they just installed, lengthy unanswered call waiting, no call backs, and dismissive interactions in person show a breakdown in customer service. Technical Competency: Didn’t address my original problem of oil burning at the rate it was. Failed to suggest basic engine maintenance but consistently asked if my tires needed rotation, admission from master techs that a spark plug issue(which led to the engine blowing) was the cause of oil burning were all overlooked by Justin Glaze. Compensation: Now I have a massive bill and no vehicle. A mere 10% off, as offered, doesn't come close to addressing the distress caused before, during and now after. In summation, Suntrup Kia South Lindberg at large has failed to uphold the standards I once held them to. A trusted relationship built over eight year crumbled within days, leaving me with an unusable car, a massive bill, and broken trust. I implore potential customers to reconsider going here! More

Vosit to KIA Service Department with my A6 for oil change was an disappointment. Never again! change was an disappointment. Never again! More

To say I am disappointed with the way the service dept has handled my new telluride would be an understatement. After purchasing the package for oil changes where the finance dept told me one of the perks has handled my new telluride would be an understatement. After purchasing the package for oil changes where the finance dept told me one of the perks of this package would include being able to walk in and no appt necessary. After finding out by numerous employees laughing in my face that this was not true, I was upset. Now I have returned with an appointment and my car has been here since 11:30, it is now 5:52 and it is still not completed. I write this only since this would be the 3rd unacceptable interaction that has happened all trying to get my first oil change. Please beware that the same disrespect doesn’t happen to you, More

I went to Suntrup Kia to specifically test drive a 2017 Nissan and 2018. I had to find someone to help me. I saw Robyn and asked her. She then took my info and I asked about the 2018. She told me that it Nissan and 2018. I had to find someone to help me. I saw Robyn and asked her. She then took my info and I asked about the 2018. She told me that it was at the Hyundai store and I could stop by there and ask them to compare the 2017 to the 2018 so that's what I did. I don't know what happened in between that time but I got a rude text message from her stating that someone else wanted to look at the car I was test driving and that I should not be trying to get a new salesman to replace her. When I got back to the dealership she wouldn't even address me face-to-face she sent someone else out to talk to me. We were told by the GM that the salesman at the Hyundai store had posted something rude in a group text that they have for all the salesperson. I was upfront with the salesman Patrick at the Hyundai store that I was working with Robyn. Obviously my business was less important than the sales rivalry. More