Purchasing the car was great. The service department is horrible though. They told me when I purchased the car I could request service through the car using Kia Connect, that doesn’t work. I scheduled a service for my car due to the KNOWN issue with K5s, the “ghost touch.” My appointment was at 9am, so I dropped my car off last night. It is now 3pm and I’ve received no updates, after calling 6 times I was able to finally contact Nicole. She was very unhelpful and told me a diagnostic could take up to 3 days and I only scheduled a “check in.” She continued to say “we aren’t holding your vehicle hostage, you’re more than welcome to come get it.” She’s rude and I don’t understand why it would take 3 days to diagnose a KNOWN car issue. They don’t offer a loaner while your car just sits there and waits for the master technician to actually get around to looking at your car. So I am supposed to just wait around for 3 days to see what the issue is. I would not recommend getting your car serviced here, especially if Nicole is the service advisor. I had Rachel last time I just needed an oil change and she communicated the whole time just for an oil change, Nicole on the other hand can’t communicate anything for a more complex situation other than my car is not being held hostage.
After having my car for a week, Suntrup is refusing the fix the issue. I went in for a known Kia issue, the manager even stated they’ve seen this issue before. They had multiple techs look at my car and couldn’t find the issue, then they called in a special tech. They then tell me my screen is cracked, I told them my screen has never been cracked and it had to have happened since this was not stated before and I never had a crack. They are refusing to accept responsibility and saying I cracked it and the crack is not visible. When they returned my car, the crack is very visible and would not be missed by someone evaluating the issues with the screen.
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After having my car for a week, Suntrup is refusing the fix the issue. I went in for a known Kia issue, the manager even stated they’ve seen this issue before. They had multiple techs look at my car and couldn’t find the issue, then they called in a special tech. They then tell me my screen is cracked, I told them my screen has never been cracked and it had to have happened since this was not stated before and I never had a crack. They are refusing to accept responsibility and saying I cracked it and the crack is not visible. When they returned my car, the crack is very visible and would not be missed by someone evaluating the issues with the screen.