Johnny Fazio | Page 7

WARNING TO OUT OF WARRANTY CAR OWERS! Before you let Suttle Motor Co. Cadillac of Newport News Va do ANY repair work (if your car is out of warranty) to your vehicle. Please take your Before you let Suttle Motor Co. Cadillac of Newport News Va do ANY repair work (if your car is out of warranty) to your vehicle. Please take your car to another certified mechanic! From service management, service writer, to the mechanics they to NOT stand by their warranty of their parts or labor. I had a valve cover gasket replaced twice times at Suttle, the repair last lasted 29000 miles. Suttle service claimed it was timing chain cover. I caught them in their lie, doing the bait and switch! They tied to cover their loss of stating the (3rd valve cover gasket) oil leak was from timing cover. They even tied to say I needed a timing chain gear replacement, of which was done under recall about 87,000 miles ago. When I called them out on this the refunded the service charge. Yes, I have the copy of service bill that charged me saying the timing covers is leaking oil. BTW, the timing cover is still dry and has never leaked. Pictures to prove both. BEWARE, they will try to rip you off. This service department does not care about you! PLEASE before you have Suttle Motor do any repair (out of warranty car)to your car, take your car to any certified car mechanic to check it out!! I WAS loyal to Suttle Motor, NOT ANYMORE! I had used them for years spent $thousands of dollars their. NOT ANYMORE,! Hummm, my me wonder. Maybe played me for a fool? Talked to service management, literally laughed in my face. Please BEWARE and be careful in dealing with Suttle Motor on out warranty repairs. There are other certified shops that have honest and trust worthy Cadillac/GMC managers, service writers and mechanics! More

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Awesome customer service! Very professional in all aspects. Vehicle repaired quickly. Quality of work excellent! Would recommend this dealership for sales and service. Well done to Nicole Boone aspects. Vehicle repaired quickly. Quality of work excellent! Would recommend this dealership for sales and service. Well done to Nicole Boone More

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Could not have asked for a better family owned dealership!!! My family has been buying cars from Suttle since 1957. I have kept up the tradition. Melvin Dawson is my sales person and he is the best. He takes My family has been buying cars from Suttle since 1957. I have kept up the tradition. Melvin Dawson is my sales person and he is the best. He takes all the time to explain everything to you. No pressure and very competent. The service dept. is top notch also. I just can't say enough good things about this company. Thank you Suttle for being there for me!!!!. More

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MUST READ THIS REVIEW!!!! I cannot say enough about the complete Suttle Team from Keith in Sales to Carrie in Finance to Jennifer and Venus in Service and last but not least, M I cannot say enough about the complete Suttle Team from Keith in Sales to Carrie in Finance to Jennifer and Venus in Service and last but not least, Mike in Parts. The entire experience has been great. Everyone made absolutely sure my satisfaction was met and it was on every account. That includes the quality of the vehicle I purchased. So, I have owned my car now for over a month, I live in Suffolk but the 35-mile trek to Suttle Motors is well worth the trip considering the quality of service and the treatment by all I encounter. I have to say this is one of if not the best buying experience I have had and I have had many. I would highly recommend to anyone that the Cadillac line of vehicle are given a look and although I live only 2 miles from a local Cadillac Dealership in Suffolk Virginia, the trip to Suttle is far more worth it all considering. Besides, I hate writing reviews but this one was really easy to lay down. Highly recommend this dealership on all accounts!!!! Joe Frole More

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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

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