Suntrup Kia South - Service Center

Worst dealer in south county LIES. I took my current KIA into the dealer for routine oil change and couple recalls to be taken care of, and while waiting test drove a used car on the lo I took my current KIA into the dealer for routine oil change and couple recalls to be taken care of, and while waiting test drove a used car on the lot. When my wife and I returned, and showed some interest in the vehicle, our salesman Matt L. went on and on about how great of a deal it was and that the carfax report was stellar no issues. Once we came to terms and we returned with the check for purchase he gathered our paperwork and we finished signing things he got us out the door, but before we left, I checked the second key fob and noticed it was missing the KEY part. I brought this to Matts attention, and naturally he couldn't find anyone to let me know if I could get it replaced. Then later that day ( after hours) I noticed the passenger rear door had been repaired and it was a horrible job and looked like crap, returned the next day and yep no key the service manager still was MIA. I mentioned the door issue, and was told "I don't see nothing" WOW really!! In summery : They wont fix the door, and I had to buy my own key to complete the second fob. I have purchased several KIA'S from this dealership, and im positive this is my last! BEWARE More

YIKES!!!!! Unreachable & Unprofessional!!!!!! I don't even know where to start and I am not one to write reviews, however, this whole experience has been a nightmare and I think it needs to be sha I don't even know where to start and I am not one to write reviews, however, this whole experience has been a nightmare and I think it needs to be shared! Before I start, I want to make this very clear... This has NOTHING to do with any other department other than the SERVICE DEPARTMENT. I apologize for the length of this review, but per Suntrup's response to my husband's review, they want other consumers to "hear the truth" so I feel I must be as detailed as possible. Although there are other complaints I have, I will stick with these two because they are the only ones that matter. Complaint #1: No one answers the phone when you call. It's nearly impossible to get an update on your vehicle or speak with someone about compliments/complaints. Complaint #2: Brian Richter, Dave Gower & Elliot Silk are extremely unprofessional and rude. Here's the backstory: We purchased a Kia out of state that had a light on. Before making the purchase, that dealership assured us that we could bring it to any Kia dealer back home (St. Louis) and have it fixed because it was covered under warranty. We brought it to Suntrup Kia South to have it fixed. There were several issues while it was being serviced (covered under warranty/not covered under warranty, payment, etc.), but the biggest issue was that after over a day of it being there, no one called to update us or let us know if it was done. I am not exaggerating when I say this... WE CALLED CONTINUOUSLY FROM BOTH OF OUR PHONES FOR CLOSE TO 2 HOURS!!!!! No one answered the phone. I finally told my husband to take my car up there to check the status in person. It had been done for a few hours! Suntrup Kia South said this was not covered under warranty so the out of state dealership cut a PO to cover payment. My husband received a receipt from the cashier and they released the vehicle. One day later, the light came back on. This is when my husband left a Google review about the horrible service regarding them not answering the phone or updating us... He did not mention anything else about the light coming back on or anything like that. This is where it gets a little humorous... Suntrup responded to his review, naming everything else that went wrong (while basically blaming my husband) EXCEPT for what he actually complained about! They didn't say one word in their response about the fact that no one answered the phone. I am not sure why they even responded if they weren't going to address the ONE issue my husband mentioned. Because it was impossible to get a hold of the service department, we decided to take it to a different dealership to get it fixed... again. This is where I want to give HW Kia of West County a HUGE shout out! They were responsive, engaged, informative, empathetic and NICE!! Highly recommend them!! They told us that it was actually going to be $1,300+ to fix. After speaking with the out of state dealership that we purchased the vehicle from, they told us we needed to take it back to Suntrup Kia South since that is who we originally brought it to for repair. Obviously we weren't thrilled about having to do that, but it is what it is. We tried calling to make an appointment, and, guess what - No one would answer! The out of state dealership ended up making the appointment for us. When we dropped it off, Brian Richter (Service Consultant), who dealt with my husband previously was there serving another customer and overheard my husband telling the other consultant about our situation and why we were back. That is when Brian stopped what he was doing with his current customer and started raising his voice at my husband. He mentioned how he told my husband "this" and "that" and that he didn't appreciate the Google review because it "had 5 people coming after him to see what was going on". My husband politely told him to finish up with his current customer and that they would discuss it when the other customer left. Brian was rude while he checked my husband in but gave him his card so he could be contacted directly. We didn't hear anything all day so my husband called Brian directly in the afternoon. Brian actually answered but quickly transferred my husband to Dave Gower (Service Manager). Dave told my husband that it was going to be a few MONTHS before he could get to our vehicle because they are busy, backed up and they prioritize their customers based on the reviews they are given - Because of that, we should just come pick up the vehicle. So, what I'm hearing is that because my husband wrote a bad review, that is why it would take months to get to... right? My husband then asked for his manager's information and all he would give him was his first name. He just said that "Wayne" would call him back. We weren't going to wait for a call back so we reached out to someone else we found online via e-mail and he forwarded it to Elliot Silk (Service Director). Wayne ended up calling and said that he would talk to Elliot and call us back. Elliot called my husband back and said that he remembered the situation from the time he initially left the Google review and asked what he could do for us. My husband told him that we just needed our vehicle fixed and that Brian/Dave were basically refusing to work on it. This is when Elliot said he stood by Dave (Bravo!) and that we should do what my husband suggested in his review and "go elsewhere" to get it fixed. Something else I forgot to mention earlier is that Dave and Elliot both said we "stiffed" them the first time we came in because we didn't pay. If payment wasn't made, how did we get the vehicle back and why do we have a receipt? I don't care that the light came back on after it was serviced and I don't care that they refused to service our vehicle. What I do care about is that no one ever answered the phone, there was never any type of follow up, Brian made a scene and neglected another customer just to get his "words" in to my husband, and that both Dave and Elliot only refused to service our vehicle because of a bad Google review. Any company can refuse to provide service to someone and I get that and am ok with that. What I don't get is that if they weren't going to service the vehicle, they should have told us that when it was dropped off or called us to let us know. That did not happen. In conclusion, after speaking with the out of town dealership, we will be taking our vehicle to HW Kia of West County (thank goodness!) to have it fixed and the out of town dealership will be covering the cost. If Suntrup Kia South would have been better about answering the phone and weren't always in such a rush then we could have explained everything to them regarding warranty, payment and what the out of town dealership told us. I suggest you get a better phone system, put a proper follow up procedure in place and train your employees on how to speak/not speak to customers... especially while in front of other customers. It doesn't matter what the situation is or if you agree or disagree, EVERYONE deserves to be spoken to politely and respectfully. While receiving proper customer service from HW, we will be trying everything we can to get in touch with Craig and Butch Suntrup. We will also be reaching out to the Kia Regional Manager to let him know about this experience. More

Short staffed and work not done completely It's is near impossible to reach anyone in the service department by phone. Spent 25 minutes on the phone, ended up in voicemail for the service mana It's is near impossible to reach anyone in the service department by phone. Spent 25 minutes on the phone, ended up in voicemail for the service manager several times. I didn't leave a message because I was frustrated and it would have been harsh. Called through the main number asking to page someone from the service department and this ended being placed on hold long that I know their phone commercials word for word. Every time I have my oil changed there is always a puddle of oil the next day on my garage floor from the oil drained but not wiped up from the underside. Also, the oil service interval is never is reset I have to ask each time to have this done which should be a standard to do. The other item no longer available is the oil change discount cards so know I pay more and get less and less in service. I don't see this as the same place 3 years after my car purchase who values their customers. How they have earned 4.6 stars is beyond me. I don't want someone to strive to correct an issue they should strive to "not" have any oversight this is what I call "great" customer service, quality and workmanship. More

Cindy is awesome! I wanted to express my happiness with your service department. Specifically, Cindy at Suntrup Kia on South Lindbergh. I came in for my first oil cha I wanted to express my happiness with your service department. Specifically, Cindy at Suntrup Kia on South Lindbergh. I came in for my first oil change after purchasing my 2012 Honda Accord in February. I was greeted with courtesy and enthusiasm by the beautiful Cindy. She demonstrated customer service skills that have been all but lost at most businesses. She was incredibly polite, genuine, and made me aware of the 3 year/36,000 mile oil change/tire rotation plan that I was not even aware of. I was very surprised, relieved, and excited to have such an excellent deal! To have it brought to my attention by such a fantastic person was the icing on the cake! I am very happy that I bought my car from your dealership and will be telling my friends about my experience. Thank you, Cindy! More

Laurie Cooley Best car buying experience ever the only issue is I haven’t received my car payment booklet or whatever I’m supposed to get to make my car payment and Best car buying experience ever the only issue is I haven’t received my car payment booklet or whatever I’m supposed to get to make my car payment and my payment is due June 29. Can you advise More

Service appointment Another great experience at Suntrup Kia South. Clay went above and beyond as always. Work was completed in a timely manner. See you next time! Another great experience at Suntrup Kia South. Clay went above and beyond as always. Work was completed in a timely manner. See you next time! More

command I brought in my 2016 Kia to get a oil change, but left out with a 2019 Kia. Looking at the newer models thinking t my self nice cars, wow I wasn't I brought in my 2016 Kia to get a oil change, but left out with a 2019 Kia. Looking at the newer models thinking t my self nice cars, wow I wasn't expecting that to drive off the lot. I told Mr. Steve Johnson what I needed and wanted if I was to drive off the lot with a new car. My job was to sit and look beautiful . ready to sign. he moved fast . I signed and drove off smiling , love my new car and the service I received from Steve Johnson .Denise More

Winshield driver side wiper was not working! Stopped at the dealer with no appt and went to service desk and asked if they could work me in. John was very helpful got me in and out in about 1 hr Stopped at the dealer with no appt and went to service desk and asked if they could work me in. John was very helpful got me in and out in about 1 hr and 15 mins. Very thankful to him as it was pouring down and only one wiper working. The staff has always been attentive and very helpful from the time I bought the car to routine service checks. More

Crooks Took vehicle in for oil change. Was told about this new machine that can check your vehicle's alignment by just driving through it. Just had tires a Took vehicle in for oil change. Was told about this new machine that can check your vehicle's alignment by just driving through it. Just had tires and alignment done somewhere else in November, so there shouldn't be a problem. They call me and tell me that the front is aligned perfectly but the back is out. They want $99 for an alignment. I asked them to double check. They call back and tell me that there is no way any one could have aligned the front tires because the front ball joints, on a scale of 1-10 are a 10. They won't even pass inspection, but the magical alignment machine said they were perfectly aligned. They quoted me 3 prices, $682-$945 for front ball joints. I told them not to do it. I took the vehicle to my mechanic and watched him check the ball joints. No movement in them at all! Nothing wrong! Guess that's what happens when you go at the end of the month. Sales must have been down and they thought they could get me. Probably would have told me that my floor mats were out of alignment too. Last year they dropped something on the bumper of my vehicle and then denied it and would not repair it. More