I purchased a used Buick Regal in 2012 from Suttle Motors in Newport News and have been taking the car back to Suttle service department ever since for all of the maintenance. Last week I took the car in for an oil change and for the team to look into my check engine light that had just recently come on. Ronda, my service manager, who is always professional and up front with my husband and myself about the goings on with my car, assured me it should be an easy fix and the car would be ready for pick up the next day. I picked up my car the next evening and drove it home with no issues. The drive home was about 6 minutes. The next morning, as I was driving my daughter to school, the car cut off in the middle of the street after driving for 10 minutes! This had NEVER happened before, not in all the 7 years I have had the car. After the car cut off, I was able to get it to start after 2-3 minutes, but it was completely undriveable. I had to have the car towed back to Suttle service department that day, and with no car, I was unable to go to work where I am a nurse.
After the team had a chance to look at my car, I was told that the car needed a new engine. What the..? The car was perfectly operable before it went in for service just two days before. I had been driving the car everyday to and from work. EVERYDAY for 7 years! How can I need a new engine?
Ronda, who is always great, said she would see what could be done. I waited patiently for a return call. When I called Suttle 6 days later, I was informed the car still needed a new engine and the cost would be $6000-$7000, and I would receive no assistance from GM at all. The best they could do would be to put me in touch with a sales person to see if I could get a trade on the car. What!? So, lets re-cap, I took my car in for an oil change and some MINOR work and now I need a new car? I am livid. My car was not broken or even driving weird when I took it in. My husband and I work hard. We have one son in college and a teenage daughter at home. I need my car and I was not banking on having to make any car payments because I paid the car off so I could afford tuition for my son to go to college. I am disappointed in the solutions I was offered from Suttle. I am angry and I feel totally taken advantage of. I have been a loyal paying customer for 7 years.
I did get a phone call from the Suttle sales rep wanting to "help me out with my car situation due to the high cost of a new engine" but I honestly don't want to purchase another vehicle from Suttle as I HAVE NO FAITH in Suttle Motors anymore. Buyers beware!