Suttle Cadillac

No loyalty to faithly customers For 5 years we have been bringing a 2013 truck in for all scheduled maintenance. On Saturday we had our truck towed in because the engine was ticking. For 5 years we have been bringing a 2013 truck in for all scheduled maintenance. On Saturday we had our truck towed in because the engine was ticking. Spouse was informed u need a new engine. How is this possible if you bring you truck in regularly. No prior warnings from the service departnent that we were having problems with the oil. Now we have a service line director of the service team saying u can't have a rental car because the motor is on back order and Suttle Motor will not be giving any assistance with the motor. Warning future customers check reviews and do your homework before using the service departnent. More

Another loss wheel lock key I’m so angry right now. Once again my wheel lock key is missing. Yes it’s my fault right. This is the only dealership I take my truck to because for t I’m so angry right now. Once again my wheel lock key is missing. Yes it’s my fault right. This is the only dealership I take my truck to because for the most part they have treated me well. Long story short I go to take it to a tire shop and my wheel lock key is missing. So of course I call this dealership in hopes that maybe it was placed to the side. Nope there weren’t any wheel lock keys. Previously my key was damaged and I purchased another one; however this time I try to purchase one not that I wanted to but I was told I need to buy the entire kit...$65. Still no wheel lock key to take the other ones off...SERIOUSLY. Yes I am one unhappy customer. I think it’s time to find another dealership even after dealing with them for the pass 10 years. I just can’t anymore and I had just considered buying another vehicle. I’ll pass 😡 More

June 2018 - Typical Sub Par Dealership Service Department I brought our GM vehicle in for its very first 7,500 mile maintenance service in June 2018. 1. Service department, James Dianna Blue Team Service Mana I brought our GM vehicle in for its very first 7,500 mile maintenance service in June 2018. 1. Service department, James Dianna Blue Team Service Manager, over-promised and under-delivered. 2. Was told my vehicle's first 7,500 mile servicing would take 60 minutes, instead it took 2 1/2 hours. No serious apology, just "we washed your car too, sorry it took so long". 3. Complimentary car wash removed the "new car smell" and replaced it with a thick, noxious, perfumed, car cleaner odor. 4. Dealership noted 3 miles difference with my vehicle between checking it in and checking it out, but when I asked where they drove it, the service manager said it never left the dealership. The appointment was on June 11, I started trying to contact the dealership management on June 20 and finally stopped on July 10 out of sheer frustration. I tried to contact the Service Lane Supervisor twice with my concerns, thinking she presided over the endless list of "Team Service Managers", but she never responded. So I elevated my concerns to the Service manager, Johnny Fazio, who admitted to not knowing the 7,500 mile maintenance requirements, admitted to not knowing why "strong odored" agents were being used in his service department car cleaning attempts and was overall pretty apathetic with my initial questions until prompted to weeks later by his boss, which then his apathy turned into attitude. After notifying the Director of Fixed Operations at the dealership (who did send me a nice e-mail), he just had Johnny Fazio call me again. I had chosen Suttle Motors for the first 7,500 mile maintenance of our $50K+ GM vehicle based on personal experience in their sales department and a family referral. I made the appointment for my vehicle a week prior and drove 45 minutes from my home in Chesapeake with the hope that the Suttle Motors dealership would have been better than what was offered on the entire Southside Hampton Roads area. I gave Suttle Motors every opportunity to hear my concerns and as with my experience with other dealerships, they just don't seem to even care. I called the GM new vehicle warranty department and was told that if I wanted my warranty to be upheld "without costly delays" I should only use GM dealerships for the warranty required maintenance for my vehicle. So now I'm stuck having to use GM dealerships, instead of a small, local mechanic shop that I could trust. We had been die hard Hyundai owners for almost 17 years (best warranties, hands down and we could bring the vehicles for warranty maintenance to local mechanics without trivial BS), but they stopped selling the Vera Cruz in the U.S. That's why we chose the closest thing we could find to its quality & large size, but this is what we get. We even purchased the extended GM PP with AMT as the administrator (had to travel to Williamsburg to buy that too). Really doubtful if we would buy GM again. More

The Service Dept. I had an emergency with my Cadillac and had to be towed to Suttle Motors. This was my very first visit to this facility and I was astounded at the she I had an emergency with my Cadillac and had to be towed to Suttle Motors. This was my very first visit to this facility and I was astounded at the shear magnitude of this operation. I was happily greeted in the service lane, offered a complimentary alignment check (which I accepted gratefully) and directed to a service consultant. My service writer was James Dianna, he was very understanding, took down all of my information and offered me shuttle service if I did not want to wait for the diagnosis. I chose to sit in the lounge which was very comfortable, has a Starbucks coffee machine and a sweet woman comes around every now and again with complimentary snacks. The whole facility is very clean and all the employees treated me like family. After a little while I was called back to the service lane where I was met with James and one of his technicians, who was very nice and explained what was going on with my vehicle without sounding condescending. I really appreciated the way they conducted themselves since as a female I am used to being treated a certain way. Things with my vehicle were not as bad as I thought they would be and the treatment I had with Suttle Motors will definitely have me coming back. Thank you so very much! More