Suttle Motors

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

Best General Motors Dealership in hampton roads. From the Sales Dept to the Service Experience everything is always excellent. I have also had great experiences with the collision center. Steve Dav From the Sales Dept to the Service Experience everything is always excellent. I have also had great experiences with the collision center. Steve Davis is outstanding and has a great team. More

Horrible Sales Team I spent the last week trying to purchase a truck from Suttle. I showed up after contacting the Sales dept. about a truck I saw online. Drove almost I spent the last week trying to purchase a truck from Suttle. I showed up after contacting the Sales dept. about a truck I saw online. Drove almost an hour to get there to find out it is not even at the lot yet!!! The truck finally shows up several days later and I was told by Jim and Mark I would have first option to purchase. (I already have my financing set up and approved for a loan) I finally see the truck before it is sent to the shop for their inspection and repairs and MARK told me it will only be a day or two. After 3 more days I am calling MARK to find out where it is and if it is ready, only to get a Call TODAY telling me they SOLD IT!!!! Really?!?!? I have been waiting a week to buy this truck and it is sold!!! Had I known I could have put a deposit down or purchased it when I saw it I WOULD HAVE!!! I was told it has to go through the SHOP. I did not expect this at all. To top it off Miles Suttle called and left a VM acting like he was going to apologize for the horrible experience and when I called back it went straight to VM and still no response!!! More

Poor customer service I had to take my vehicle in for a paint repair for the ninth time and there is absolutely no quality control in there body and paint shop the service I had to take my vehicle in for a paint repair for the ninth time and there is absolutely no quality control in there body and paint shop the service guy I had to deal with has no clue what he is doing there I had to point out everything that was missed and it's still not right there's runs in the paint and the service guy tried to place the blame on me and when I asked him to get one of the Suttles out there he refused so I had to hunt down someone myself. Stay away from here they don't care about doing quality work. More

Treated like they did not want my business-arrogant From the moment I walked in they acted like they did not want to help me and definitely went out of their way to discourage me from purchasing a new S From the moment I walked in they acted like they did not want to help me and definitely went out of their way to discourage me from purchasing a new SUV. Larry the Sales Mgr was arrogant and would not even talk to me even though he was just a few feet away. He kept sending the sales person who was not able to provide answers. Worst the Sales Mgr was chatting with a coworker as I walked by him. We called another sales manager there and they did not return our call. Not sure why they seem to discourage some buyers by treating them so badly. More

Treated like lower class First off I've been in sales and have family in sales so i know how to play the game and how it works. Believe me when I say your sales team is less t First off I've been in sales and have family in sales so i know how to play the game and how it works. Believe me when I say your sales team is less than par. Not trying to damage anyones reputation by naming names. They will low ball your trade by offering you half of its value and tell you they cannot budge on their price in the least (not a fair trade off). My wife and I were treated like an inconvenience from the second we got there even when making an appointment. We were also traded off to someone other than who we were told we would be meeting with by the internet sales guy. We came in looking to buy that day and it seemed they didn't have time to deal with us and they were reluctantly running numbers. The length of time to even bring back figures for a deal took way too long and was blamed on a computer system that the sales guy said was ALWAYS going down or losing the data they enter. You would think that they would get a new system then. I had high hopes on buying that day but left in the vehicle I came in. I hate seeing dealers like this it really turns people off to the whole buying experience. There is a lot more to the poor experience but I am getting frustrated typing it out and thinking about it. Don't bother asking for me to come back we will not be back and I urge anyone looking for a vehicle here to be prepared for a lack luster experience. If you're a veteran or active duty you should look somewhere else (wont go into details but youre just another sale there) More