ComplaintsforSuttle Motor Corp.

• Initial Complaint

  11/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Vehicle is being worked on under warranty and have been told different times for the vehicle to be finished. The dealership has had the parts for a week to finish the job and they just finished the work. My vehicle will not be released because the dealership has a discrepancy in the labor per hour with the warranty company. Their labor cost is $*** per hour and they have on paper $*** per hour. They will not release the vehicle if I paid the difference in labor because the repair work has to be paid in full by the warranty company in order for me to get the vehicle back. I’ve been without a vehicle for 5 weeks and have not been able to have a functioning household because of the time it has taken to get everything together and do this job. I’ve offered solutions to resolve the difference in labor cost but they have been rude pushing off the repair and releasing the vehicle to me once the work has been finished.

  Business response

  11/04/2024

  Good morning,
  Vehicle arrived at our dealership on October 9 at 1:21pm with a Concern of a “Shudder, Sporadic and Intermittent at All Speeds”
  Our Technician was able to Duplicate concern and found Internal Transmission Fault.  The Service Advisor assigned to the vehicle contacted the Aftermarket Warranty Company October 10th.  Received Pre-Authorization for Replacement from Warranty Company October 14 and Transmission ordered October 15th.  With final needed parts arriving Oct 25th.  Work on Transmission Completed November 2nd.  Customer contacted with completion of vehicle.  Upon arrival, discussed cost difference of ****** per hour and notified of Authorization from Warranty Company of work at ******* while our Labor Rate is ********  Customer Upset at cost difference from what he thought his out-of-pocket expense of ******* total including 2 Week Vehicle Rental. Customer requested to take the vehicle, but Advisor needed to obtain final approval and discuss cost differenced with Warranty Company which was closed on the weekend. 
  Final approval was received Monday November 4th at the **** labor rate.  Although there still is a price discrepancy, we will release vehicle to customer for the **** deductible.  Customer was notified of this information Monday November 4th at 8:08am.

  Customer response

  11/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  When I arrived at the dealership Saturday and they presented this information to me I offered to pay the difference in labor to appease both parties so I could have my vehicle back that day but was rejected and told there was no way that I would be getting my vehicle until Monday. We were expecting to have the vehicle back Saturday after the phone calls to the sales rep where we left the call saying that I was able to pick my vehicle up in an hour. Due to not getting my vehicle my fiance was not able to go to work since we did not have a second vehicle. I had to take her daughter to work that night and she had to work in Williamsburg. This caused her to lose a days worth of work where I was more then happy to pay the difference to make sure that we did not run into this issue. In short it caused issues within our household because of the miscommunication on **** part where I was told that the vehicle wouldn’t be ready and then it would be ready 
  Sincerely,
  ***** *****

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I gave my car to Suttle motors body shop to repair my vehicle at the end of January. I have now been without my sole vehicle for 2 months. They lied about repair status and failed to provide status updates. They sent my vehicle to another dealership to get fixed and lied about the repair times as well as the parts that are going to be replaced. They told me I legally can’t pick up my vehicle until Suttle pays for the repairs. I am now missing work due to no rental/loaner vehicle. Therefore losing monthly income to pay my bills. All while still having to pay for the vehicle while it is in the shop. I have several photos. My vehicle also has a check engine light now, more miles, and radar sensor issues due to this company’s negligence and failure. I have contacted Jeep corporate and have been assigned a case manager but it is not enough. I am constantly ignored and forgotten about by this company.

  Business response

  03/27/2024

  In respect of the Complain concerning this client, I sincerely appreciate your acknowledgement that there are two sides to a story.  The customer has not been without a vehicle for the majority of the repair.

  She was involved in an Accident and filed a claim through her insurance company (*****).  As a former employee of
  our dealership, she elected to have her vehicle repaired here.  Part of the needed parts (Front Radar Sensor) was on national back order and as she was running out of rental coverage she was offered to take her Jeep back to drive until we received the Sensor.  As such, we left part of the Sensor wiring loose from the removed damaged Sensor.  The client was explained that this would affect the Automatic Hi-Beam headlights, but they could be operated manually.  The client’s Jeep was operational with this exception.  She picked up her Jeep on February 13th.
  When we did receive the Sensor, the client went back into a rental vehicle as a supplemental repair by her insurance company.  We in turn took her Jeep to a local Jeep dealership as it is necessary to program the new Sensor.  During this installation, it was found that there was a wiring harness issue with the socket the new Sensor plugs into and this had to be ordered by the Jeep dealership.  The client  was provided a rental vehicle as requested on March 7 and returned this Rental vehicle on March 18 due to again running out of Rental Coverage. 
  The client’s Jeep is currently waiting on being completed at the Jeep dealership and Suttle will of course pay the dealership upon it’s repair.  Suttle delivered the New Sensor (as the initial replacement Sensor was defective) to the Jeep Dealer yesterday and we are hoping to have the vehicle back today or tomorrow and immediately return the repaired and thoroughly inspected Jeep to the client.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car is in the conclusion department which it has been in there since June 25,2023 and was supposed to done 7/7/2023 . I never received any updated on any delays or what was going on with my car but I did call a few days before the car was ready to make sure everything was on schedule and I was told yes. Friday came 7/7/2023 when I got there I was told by the manager that my car was not ready because they had ordered the wrong part. Well I have used up all my rental money from my insurance ******. He tells me he is not a part of the rental department. He goes in the back for a good 30 minutes come back out with a story that they just found out that the part was wrong this morning and they will only pay for two days of the rental car. I am stuck with the rest . It is there mistake but I am left with a bill and a big I am sorry. I am still was promise to get my car back by Tuesday ****** ***** assistant Manager ************

  Business response

  07/10/2023

   

   

  This concern can be closed.  To Start Suttle didnt order the wrong harness, we ordered it through checkered flag BMW by the VIN number.  Unfortunately during reassembly it was determined that we received the wrong harness.  Suttle agreed to pay the extra days in rental and the part is expected today.  We hope to deliver the vehicle by tomorrow.  The customer has been updated.

   

  ***** *******

  Fixed Operations Director

  Suttle Motors

  Customer response

  07/23/2023

  They only covered two days , I had to pay for the other days. They did not cover the other the days for they delay of the part and I told the assistant manager that at that time when I was told the part was not going be there until Tuesday that my rental money was running out. They were the cause of the delay not the accident or BMW so they are the ones who need to pay for the rental. They did not even talk to me when I pick my car up 

  Business response

  07/24/2023

  She was only charged for 1 day ***** see attachment from ********** ******. If she picked her car up the day, we notified her 7/12/23 @ 10:47am she would not have had to pay anything.

• Initial Complaint

  10/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 1, 2021, I had my vehicle towed to ****** Motors in Newport News, Virginia in order to find out why it would not start. The Service Department's leads staff ********** of the Gold Team later informed me that the tailgate module had been flooded and corroded. Afterwards ********** attempted to confiscate my vehicle (2016 Cadillac SRX Luxury Edition) by refusing to return my keys until I pay her ******* for such diagnostic testing. However, I disputed the ******* fee with ************* manager. Once the manager reviewed all of our telephone conversations and realized that ****** had not ever quoted me such ******* diagnostic test cost he then handed over my keys. At that time my vehicle was returned to me totally disassembled, headlining hanging loosely, sunroof not functioning, a flat tire and my spare tire had been removed from my trunk and never recovered. I am now seeking to have ****** Motors compensate me the cost of having my vehicle reassembled by a professional company of my choice and two new tires as soon as possible.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/12) */ September 14, 2021 Complainant had vehicle towed in due to no start condition "Like it was electrically dead." After several hours of electrical diagnosis, it was determined that the cause of the malfunction was a Shorted Liftgate Control Module due to Found Water in the Spare Tire Area. The repair estimate consisted of the replacement Of the LiftGate Control Module, plus Replacement of Sunroof Frame, Seal and Motor due to being inoperable (cause of the Water leak). When this was communicated to customer, customer filed Insurance Claim ************ Claim Number XX-XXXXXXX-XX) Deductible of ****** from ************ Customer desired to remove vehicle from our Shop as he was going To discuss deductible/claim with his insurance company. Customer wanted to remove his unrepaired vehicle from our shop until he had A resolution with insurance company. We advised him that we should not reassemble as he would only have to disassemble again (pay for disassembly again) when he decided to have it repaired. Customer became combative over Diagnosis Fee of ******* that was due for the Several Hours of our Technician time to determine, both the Issue of the No Start, plus determining the cause of the water leak. Our Service Manager returned vehicle key to customer, vehicle was towed from our facility in the unassembled condition. ******* ****** paid for the **** diagnosis fee, customer left without paying anything. ****** Motor Company does not have customer's spare tire (or create his flat tire), nor should be held responsible for Repair or Reassembly of Vehicle.

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