The Service Dept. - foxygamer13
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!
Top Reviewed Specialists At This Dealership
Used Car Sales Manager
Outstanding Customer Service - obxboundfam
Brought my Escalade in for maintenance and to look at my XM radio channels as the radio was not able to locate higher channels. The dealership is really nice and everyone has a smile and friendly. Very nice dealership and I will return.
Problems from last visit - flittlejr
All it takes is talking to the right person. Had problems with service department, but one phone call to Jon Duncan, GM of Rick Hendrick Cadillac - Norfolk and all problems solved. Back on my to go to list
Excelelent Service - Customer1
Due to my hectic schedule I was running out of time for my State Inspection and stopped by to make an appointment. My Service Advisor, immediately took my car in the shop and performed the State Inspection plus the routine periodic service. I am deeply appreciative of the care and friendliness of everyone I dealt with at this dealership..
Take your Saab somewhere else - Saabloyalist
The service rep quoted me on a second 2007 Saab key - about $130 total. This included the cut metal key from the factor and then the black plastic cylinder (into which the metal key fits) that actually goes into the ignition. Fine. I ordered it, paid for it and they told me it would take 2-3 days. Twenty days later, I still had not received a call. I stopped by. The parts guy, whom is pleasant looks for it and says "Saab messed up. It isn't here. I'll have to order it again." They had my money but they didn't have process to match paid for items outstanding orders? Then, the ordered cut metal key comes in from Saab parts and they have it at the desk - but not with the ignition cylinder. That takes time. They finally come up with what I need to start my car. BUT NO, programming that black cylinder costs an extra $49 which the service rep has neglected to tell me. If I want the KEY TO ACTUALLY FUNCTION, it has to be programmed - but service rep said they could not do it that day. So, I have to come back the next day. The labor ticket is for .5 (half) an hour, $49. However, the technician drives it off and then drives back and only 14 minutes have elapsed. Not only was I over-charged for labor, but also the service rep made the call that the technician couldn't spare 10 minutes the day before? Really? There are at least 5 service errors made here and they made no apologies.
Extraordinary - Ahmed Alhazeem
My experience with this dealership was extraordinarily splendid. Jasper Fazio is the saleswoman any customer can wish for. She was attentive, and spared no efforts to get the deal I was looking for. The management left no stone unturned to overcome some of the credit-score obstacles. It was a long sweet experience which ended with us driving the Cadillac we wanted with the best deal possible.
Good Experience - Buck
This was a very good buying experience. I Dealt with Stu, Bruce and Don who each took all the time needed for me to get answers to all questions. I would go back. Carl
Best car buying experience ever! - Amy Wallace
From my first email inquiry to my final purchase, this was the best car buying experience I've ever had. The staff were friendly, knowledgeable and straight forward with any questions I had. James, our salesman, was so easy-going and made the experience completely stress-free. Couldn't be happier with my new Malibu.
Best car buying experience ever! - jmills
I am a heavy commuter and have purchased 4 new and 2 used vehicles in my lifetime. I have never had such a good experience at a car dealer that I felt compelled to tell people to BUY HERE! I live about 2 hours from the dealer so I called ahead for information about a specific car I was interested in buying. I was so lucky to be transferred to Athena Avery's line! She was so helpful and straightforward with all of her answers. She showed me that buying a car does not have to be stressful and overwhelming, and I would go out of my way to go back to her for my next vehicle! The dealership itself is a very impressive facility with a huge inventory. It was a good experience from start to finish despite long waiting around paperwork (to be expected with any car purchase) but Athena checked in on us about every 20 minutes, so we know she was trying her best to move things along and shared in our frustration.
Bad Experience - Jason S.
I traveled almost an hour to visit this dealership on their word that it would be worth my time. I was very disappointed with my consultant and the manager I dealt with. Both did not give me the impression that they were trying to help me and I left feeling like they weren't interested in earning my business. I was looking at a used Chevrolet truck. They refused to budge on the asking price, which I acknowledged was a good price, this would not have been an issue, but prior to my visit I was told via text (I still have the text) that there was some room to lower the price. In my business I would never tell a customer that I could do something that I could not do, poor business practice. They came in low on my trade. I know, you are thinking everyone says that, but I am talking $300 too low not thousands. I was told by the manager that he would be attending a mangers meeting the next day and he would try to get more for my vehicle. He called me the next afternoon and told me they couldn't give me a dollar more for my trade (2016 Jeep 14k miles). I said thanks for trying, he hung up and that was it. They didn't try to sell me any other vehicle. They didn't offer to show me any other vehicles of which they have plenty of the same models I was looking at with slightly fewer options for less money. The consultant I dealt with spent much of my time talking about his personal life, marriage separation and his classic car, when he could have walked me through the inventory to see other vehicles that maybe would have interested me or fit my budget better since they wouldn't budge on the truck I came to see. When leaving the dealership I asked for a business card from the manager and the consultant. The consultant had a card on his desk that had personal information of another customer written on the back with a note to call them when a certain vehicle arrives. He marked through the information with a single line and told me to ignore it and gave me the card, which I still have. This is not a good practice to protect private information of a customer. I have considered reaching out to this person since I have their phone number a reporting this to them. Two days later the truck disappeared from their website and they haven't reached out to me to see if they could help me in any way. Since 2012 I have purchased 4 brand new vehicles ranging from $25k to $42.5K and worked with 3 other dealerships for those purchases and not one treated me this way or showed a careless behavior in regards to protecting customer information. I would not, based on my experience recommend this dealership.
If you need help look elsewhere - Rob rugg
I needed a flat tire checked on a Saturday with 30 minutes left till closing. I have road hazard purchased when I bought the truck new. The service manager immediately made excuses "too busy, tire guy wasn't available, and he would have to validate my claim" I had the rim and tire off the truck already I just needed the to hole. Then a younger guy literally locked me inside 30 minutes prior to posted closing time. I am thankful I have a dealer in Hampton that helped me out no questions. I guess when your in Williamsburg you can pick an choose who to help and when. I have been purchasing Chevy trucks for over 20 years I will never even consider this dealership to purchase or service any vehicle for me. Thanks for merchants tire down the street for finding the hole and helping me out.
STAY AWAY FROM THIS SERVICE DEPARTMENT! - Wise Green Owl
I recently scheduled my wife's Subaru Outback for routine maintenance at this dealer's service department. The car was supposed to have the oil and oil filter changed, spark plugs replaced, and air cleaner installed. My wife dropped her car off for a day and brought it home the next evening, PRESENTING ME WITH A BILL FOR $1352.37!!!!
The dealership did not do the work I had requested; rather, they did something called "Premium 60K Service".
I contacted the Service Manager and expressed my outrage. He promised to check into it and call me back. One of his service technicians called about an hour later and claimed that "my wife had requested the additional work."
Now, my wife knows nothing about auto maintenance and would not have understood any jargon which may have been used. But there is a much larger issue at stake here, and that is THE ABUSE OF CUSTOMER TRUST!!!
When I schedule a vehicle for maintenance at an auto dealership, I expect them to do the work I have requested, AND NOTHING ELSE. If they think additional work is necessary, they should CONTACT ME FIRST!!!
We will never visit this dealership again, and have made a point of telling everyone we know to avoid them. If anyone ever suggests you do business with them, I suggest you RUN, NOT WALK, AS FAST AS YOU CAN IN THE OPPOSITE DIRECTION!!!
Horrible potential car buying experience - ecologist633
Avoid at all costs. We tried to purchase a certified 2013 Cadillac XTS from the now Cadillac of Roanoke (new ownership). Completely insulting trade-in and they obviously thought they were dealing with people who were uneducated and could be scammed. Not so. We walked out and will never consider buying another car there. From a car buying standpoint, avoid at all costs.
Horrible excuse for service personell. - tokheim39
My Silverado pick up broke down on I 81 North on Sept.12th. Since the truck was covered by the GM Extended Warrantee, it was towed to the nearest Chevrolet Dealership for service. That was Elliott Chevrolet in Staunton, Va. They worked on it and called when it was done. They informed me that the repairs were not covered by the GM warrantee because they feel that someone, " has been inside the engine compartment doing repairs and leaving loose bolts, etc? I tried to assure the Service Manager that this was the first that I was aware of this and didn't think the it was correct? He still denied my claim. I was forced to pay the charges to release my truck and drive it home. I then went to my home town dealer, where I have purchased 11 Chevy cars and trucks, to get their thoughts on the matter. They basically agreed with me that the repairs should have been covered and gave me written proof of that. I then contacted the Elliott Service Manager and faxed the new info to him. I called Chevrolet Customer Claims and opened a claim for reimbursement. Today, I received a call from the Chevrolet Claims Supervisor stating the Elliott Chevrolet Service Manager is standing by his opinion and is denying my claim, once again? It makes a long time Chevrolet customer, buying new Chevy's since 1966, question why you would buy the very best extended warrantee, with a new vehicle, and pay a lot of money for the coverage. Then the one and only time you have an issue, the Service Manager in a Dealership thinks he sees something amiss and denies any help. As far as he is concerned.....Case Closed! When did these guys get to act like little the complete judge and jury? Beware of this Dealership. You might get burned as I did. Trouble with my case is that I truly did nothing wrong nor did I have reason to believe that the warrantee would not be honored?
I wouldnt go to any other service department. They do... - deanblankenship
I wouldnt go to any other service department. They do everything possible to help you out and get you the best deals and the best service.