wbayne01

7 de mar. de 2013

So let me share our customer service experience at Viva Suzuki.I purchased a used 2008 Suzuki XL7, and was told it had a transferrable warranty left on my purchase. When I was having check engine lights coming on, I took it to a local Chevy dealership because we didn't have a Suzuki dealership local. I was in the process of retiring from the military and moving to Arizona. The Chevy dealership called and said they were not able to repair the vehicle because they didn't have the correct tools. They asked if we would give them permission to take it to Viva Suzuki because we were already out of state. We did and then that is when the saga really begins. This was Dec 31st 2012. (remember it has a 100K 8 year transferrable warranty) On 4 Jan 2013, I called to confirm they received my car, I was told yes and that it will all be covered under the warranty and I had nothing to worry about.... I was concerned because I heard Suzuki was filing bankruptcy but Viva's web-site said the same thing so good news for me. I then provided my contact information as the owner and requested all contact go through me directly, rather then the Chevy dealership who dropped it off?!?!? I had waited about two weeks and called again, I was told well... We have been running on short manning due to the holidays and the weather has caused employees to call in..... Okay, now what's going on with my repairs?... oh, well we left messages with the company that brought us the car as they are our "true customer", I reminded Mike (the service customer rep for my car) that I had called earlier and request that I be contacted..... Mike said, fine what I need now is the maintenance records for your car because my engine has sludge. Since I knew we had done all the required maintenance needed and then some, I told him I can provide the records for the last 18 months, as that is how long I have owned the car. Mike said that will do. As requested, I provided 3 oil change records. Then waited about another week, I had not heard anything back so yet again, I called them, none too happy... Mike said.... I don't understand why you might be upset. (remember I was told the first time I called all would be taken care of, and Mike told me all he need was the maintenance records while I owned the car). Then Mike told me he would call me back as soon as he heard something from Suzuki as they were waiting for warranty approval. Still not hearing from them, yet again, I called my extended warranty company to see if they could aid with my repairs. In my opinion, Mike and the service department led both Suzuki and my warranty company to believe it was a owners problem and not a warranty problem.Google sludge in Suzuki XL-7's...apparently this is a common problem in the Suzuki engine design and they are fully aware of this but take no responsibility... So long story short... After they had my car 5 weeks, it cost me almost $1200.00 in repairs.... Then when I received my car back, I needed to have follow-up maintenance done, every 1000 miles for the first 3 oil changes, as required by Mike. While having this follow-up service done at Pepboys, I asked them to look at the AC (it was not blowing cold air) Pepboys charged me $45.00 to run an electrical diagnostics of the AC system. Pepboys told me the AC compressor Relay switch was "MISSING"... ... I knew my AC was working when I had my car brought to Viva Suzuki, so as any other Red blooded American would do. I called Mike at 8:00 am 4 March, told him what was going on, Mike said let me get your information and I'll get with my Service Manager. So as requested, I gave my contact information.(for the umpteenth time)... Not to my surprise, no call back that day. So this morning, 5 March, at 9:00am I called to talk to the Service Manager. I asked him if he knew I had called the day before. Answer was, no!!! So, I told him the situation, yet again and I got nothing but push back.... so I asked to talk to his boss. I was then asked for my information again and was told he would call me back..... Guess what my friends???... here it is, Viva Suzuki is closed for the day and no call. Bottom line is, I asked for my $11.00 part back and the $45.00 that Pepboys charged me.... $56.00. So let me just say, buyer beware....be very careful when dealing with Viva Suzuki of El Paso and Suzuki as a company..... Suzuki is building Crap. (google law suites against Suzuki Motor Company for the sludge problems) Viva Suzuki of El Paso has the WORST customer service I have ever experienced, and they will steal parts off you vehicle as needed!!!! If you want to contact me I will be more than glad to let you know my frustration.