Dealer 2-Year Rating

Overall Rating

3.3 / 5
Customer Service
3.5  
Friendliness
3.9  
Overall Experience
3.1  
Price
3.5  
Quality of Work
3.3  
Service
3  

Dealer Reviews

Show:  

Overall Rating

4.3  

5   Friendliness
4   Overall Experience
4   Price

My retirement car

By Lionel on 10/15/2018 at 1:10 PM.

I saw a car that interesred me online so I contacted the dealership to see what we could do and test drive the vehicle. I was impressed with the facility and the personnel.

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Great service

By Ajreny on 9/27/2018 at 3:59 PM. Helped by John Jones.

Great customer service, no pressure to purchase, John Jones was great help! And fair prices both on vehicle for sale and gave top dollar for trade in.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

First New car experience

By MSQUEENBEE on 9/21/2018 at 12:22 PM. Helped by Rhonda.

I have purchased now my third Cadillac from Suttle's. I'm very satisfied with my first new car buying experience and it made my 60th birthday so wonderful. My salesperson Jon Meadows was great and helpful even after my purchased. I've stopped by and had questions about my car and he's been able to help and encourages me to always contact him with any questions or concerns I may about my vehicle. This service makes you feel very special. The service Dept. there is great and my Gold team Rhonda always takes very good care of me whenever I bring my vehicles in to be serviced. I will return when it's time to buy another Cadillac and will always recommend them as my favorite care dealership.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Overall Experience
1   Price
1   Quality of Work

No loyalty to faithly customers

By Appleb1215 on 8/24/2018 at 7:57 PM. Helped by Service line Director.

For 5 years we have been bringing a 2013 truck in for all scheduled maintenance. On Saturday we had our truck towed in because the engine was ticking. Spouse was informed u need a new engine. How is this possible if you bring you truck in regularly. No prior warnings from the service departnent that we were having problems with the oil. Now we have a service line director of the service team saying u can't have a rental car because the motor is on back order and Suttle Motor will not be giving any assistance with the motor. Warning future customers check reviews and do your homework before using the service departnent.

I would not recommend this dealer.

Overall Rating

2.3  

5   Friendliness
1   Overall Experience
1   Quality of Work

Another loss wheel lock key

By JAIDON02 on 8/14/2018 at 9:08 PM. Helped by Jennifer Green Team.

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 😡

I would not recommend this dealer.

Overall Rating

1.5  

1   Customer Service
3   Friendliness
1   Overall Experience
1   Quality of Work

June 2018 - Typical Sub Par Dealership Service Department

By chesapeakechevy on 7/21/2018 at 12:19 AM.

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.

I would not recommend this dealer.

Overall Rating

4.6  

5   Customer Service
5   Friendliness
5   Overall Experience
3   Price
5   Quality of Work

Golden dealer

By Natalie M on 4/8/2018 at 11:46 AM. Helped by Rhonda.

Since I've switched to my local dealer, Shuttle I've been nothing but pleased with their service. Always willing to get me in and out. The Gold Team is the best!!!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Perfect experience in every way!

By new customer on 3/21/2018 at 1:41 PM. Helped by Jim Russo, Mark Marvuglio, Carrie Biddison.

I had never heard of Suttle Motors prior to finding them while shopping online for a 2016-17 Cadillac XTS with Kona Brown interior. They had the only one I could find in my 500 mile search area so, despite being a 2 1/2 hour drive away, I decided to contact them. My initial contact was Jim Russo who worked with me over the next couple of days to hammer out a deal (I had a car to trade). Once that was done, he handed me off to Mark Marvuglio to finalize things. Ultimately, Carrie Biddison in the Business Office entered the picture to arrange my deposit. I had both email and phone contact with all three of these fine folks. When we arrived at the dealership a few days later, Mark welcomed us and made us comfortable while we worked through the preliminaries. Then we went to Carrie's office to complete the business transaction and, a short time later, back to Mark for final delivery of our car. The entire experience was friendly and professional. I honestly don't see how it could have been any better. I was admittedly somewhat nervous about buying from a dealership so far from home, but I read through all the online reviews I could find and decided to take the plunge. At this point, I will say that, despite the distance, I will definitely consider Suttle Motors again whenever I make my next automotive purchase.

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

The Service Dept.

By foxygamer13 on 2/27/2018 at 3:06 PM. Helped by James Dianna and his head technician forgive me for not remembering his name.

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!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Best General Motors Dealership in hampton roads.

By PeninsulaGuy on 2/27/2018 at 2:46 PM. Helped by Johnny Fazio.

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.

I would recommend this dealer.

Overall Rating

1.2  

1   Customer Service
1   Friendliness
1   Overall Experience
2   Price
1   Quality of Work

Horrible Sales Team

By Williamsberg on 2/24/2018 at 11:28 PM. Helped by MARK MARVUGLIO, MILES SUTTLE & JIM RUSSO.

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!!!

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Quality of Work

Poor customer service

By Gmc040 on 2/9/2018 at 12:25 PM. Helped by Doug Carter.

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.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Treated like they did not want my business-arrogant

By InsultedbySuttle on 7/29/2017 at 12:48 AM. Helped by Larry Preddy.

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.

I would not recommend this dealer.

Overall Rating

1.3  

2   Friendliness
1   Overall Experience
1   Price

Treated like lower class

By Callmeguns on 7/5/2017 at 2:27 PM. Helped by John Doe (hiding because sounds like they fire people for bad reviews).

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)

I would not recommend this dealer.

Overall Rating

2.0  

2   Customer Service
4   Friendliness
1   Overall Experience
1   Quality of Work

Incomplete

By Ginger on 5/30/2017 at 10:51 PM. Helped by Not sure.

Disappointed in service, car returned with inside scratches and not correctly put back together, problem not solved . Very sad I will have to buy another car after only owning for less than 2 years. Beware of certified used didn't seem to be the case for me.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Purchasing

By DeHaven1 on 11/20/2016 at 5:19 PM. Helped by Jim Russo and Steve Gamble.

From our home in North Carolina, I could correspond with Jim Russo at the dealership and was thrilled when we found our car. Thanks to a wonderful online experience our drive to Virginia was Worth every minute. Steve Gamble, the guru of gagetry, on the Cadillac SRX could not have been more helpful. We went through the car stem to stern enjoying the opportunity to learn more about the car we purchased. We highly recommend the Suttle Dealership especially the valued online eexperience. Thank you to Jim and Steve, our SRX guru, for a wonderful purchasing experience. The Hardy's

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Amazing

By Milikinr24 on 11/2/2016 at 12:00 AM. Helped by Vinnie.

I was just about finished looking for a quality used car from a dealer. I had been all around the area and most other places wouldn't even KBB values. Trying to tell me it's common to pay more. By chance I swung by this location and spoke to a salesman named Vinnie. I told them my price range and my monthly payment limit. I was shown as many cars as I wanted to see. Test drove a few, and found the one. It was two years old, 47,000 miles, with a clean car fax. The best part was that they were willing to take $1250 below KBBs suggested price. I'm very happy with this experience.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

100 percent satisfaction with Doug Trainum.

By Velma four on 10/27/2016 at 2:16 AM. Helped by Mr Doug Trainum.

I was very satisfied with Mr Doug Trainum because he was very professional and courteous, and he had a fantastic personality. I will recommend Suttle Motors to other people.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

Wonderful costumer service

By Srx girl on 8/10/2016 at 10:06 PM. Helped by Tom Wright.

It was truly our pleasure doing business with Tom Wright. We came to Suttle with the intention to meet with another salesman but he was unable to work with us upon our arrival. Tom professionally stepped in and proceeded to support us in our search for just the right vehicle to fit all of our requirements. He was extremely knowledgable of all the features of the Cadillac SRX. Equally important, he was very patient and answered each of our questions in detail. Once we decided to purchase, he ensured the SUV was detailed and cleaned and ready for us as soon as our paperwork was completed. We would recommend Tom to anyone seeking a trustworthy sales professional. As a note of importance, we found Tom to be far more knowledgeable and helpful than any other salesperson that we encountered at other dealerships in our search. He's a true asset to Suttle Motor Corportation. He became a significant reason we chose to do business at Suttle even through we live at a distance.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Very satisfied with the experience

By Car girl on 7/22/2016 at 6:12 PM. Helped by Tom Wright, Jaclyn Vazquez.

Tom Wright and Jaclyn Vazquez both went out of their way to work with us and make sure we picked the right vehicle for our needs. They displayed excellent product knowledge and great customer service and responsiveness without being pushy.

I would recommend this dealer.