Ellis Auto Group

Review: We took our 2010 Suzuki Grand Vitara to Ellis Automotive 8/21/16 to have a coolant drip looked into before our 100,000 mile warranty expired. It turns out our vehicle was a fleet vehicle which made the warranty only valid to 60,000 miles. After five days of Ellis having our car and supposedly waiting for the Suzuki warranty people in California to decide,, we were told that it wasn't covered, there was a crack in the engine and that it would need to be replaced. My husband asked if we could pick it up so we could decide how to proceed. He asked for a copy of the estimate to repair and to see what all was done to the car. They did not give us the paperwork. When we dropped the car off, it had 99,941 miles on it. When we picked it up on 9/26/16 the odometer read 100,088 miles. That is 140 miles they put on our car during that week. I took a photo of the odometer when I got in the car. This has the time/date and location. (The gas tank was also on empty.) I drove approximately 2-3 miles and the car was gushing antifreeze, it overheated, broke down and had to be towed home. We called the general manager Leslie A[redacted] and she said "It would have broken at some point anyway", and unless we paid for a new motor or traded it in there was nothing she could do. We have a year to pay on this car, so the longer we could drive it the better. When we inquired as to why there were so many miles put on the car, she said that sometimes the mechanics drive the vehicles home? The service manager could not account for the miles, he said maybe one of the lot guys drove it mistakenly? We requested that he mail us the paperwork, we have never received it.

We called and left numerous messages for the owner, Jim E[redacted] and sent him an email. He never had the courtesy to contact us.

We then contacted Suzuki Warranty/Customer service in California to file a complaint. The next day we received a call from the general manager. She had the service manager in the office and they are saying that their paperwork says our vehicle had 99,979 miles on it when they pulled it OUT of the shop. This is a complete lie, I have the photo to prove it, along with the receipt of having it towed to our house. I cannot understand why they put 140 miles on my car, why a mechanic would drive it home without my permission, why they cannot account for who drove it and why they keep lying. Did I have an engine crack or did they cause it? My husband asked once again for the paperwork, They said they would mail it, it has been a week and we haven't received it.

On Suzuki's website it states that our right as a customer," To have our vehicle returned in the condition which it was left." We drove it in, it was DRIPPING antifreeze, it was not overheating and could and was being driven every day. Had we known they would damage the car to the point that it couldn't be driven we never would have brought it to them. This is my primary vehicle and it has been extremely difficult for the past two and a half weeks.Desired Settlement: I want our car to be repaired at their expense, by another garage or I want them to buy the car from us for what is owed, which is $4500.

Review: The customer service at Ellis Suzuki was unfathomable: Their language, laughing at me, and hanging up on me. They did work on my car replacing timing chains. I continued having issues with the vehicle. I called and asked questions and noone seemed to think there was anything wrong. I was told that the car was not running properly beforehand and so now it was going to feel and sound different. Eventually, the car broke down. I had it towed and diagnosed at a service shop in Cranberry because thats all the further my towing coverage allowed, 10 miles. Once I had the diagnosis I called Ellis Suzuki and asked them what my options were because the diagnosis was that there was an issue relating to the timing chains. The first person I spoke with, Guy, got smart with me and said I was accusing them of not properly doing their jobs. He yelled at me and spoke over me and I eventually asked to speak with someone else. He said he would check the work invoice and my extended warranty info and call me back in 10 minutes. I waited over an hr before I called them again myself. Then I spoke with [redacted] in Sales. He was the ONLY person who listened to me and did not get rude. He referred me to [redacted] who outrightly stated that he was new and did not know much about what I was asking. He told me the manager was on vacation and they were filling in. He transferred me to [redacted] and because I was making specific inquiries and stating I was receiving poor customer service [redacted] started yelling at me, told me I was threatening him, and he hung up on me! Again, I called back and Guy answered the phone asking me why I was calling when I just called a few minutes ago. I said [redacted] just hung up on me and he got smart again with me. It is unacceptable for a dealership to allow their employees to treat a customer this way. Especially when I had previously called with complaints about my vehicle. Ultimately, [redacted] and I spoke and he stated that I should not bother bring my car there because even if I did they would not touch itDesired Settlement: I am asking for a reimbursement of services provided at the dealership who did look at my car. Had Ellis Suzuki provided good, solid, quality service to me my vehicle would not have broken down. There would have been no reason for me to have it towed, diagnosed,and ultimately "cleaned up". The standard of care was poor. The customer service was poor. I am the one who has paid the price up until now. I think it only fair that Ellis Suzuki be held accountable for their lack of services.

Review: I bought my 2010 Jeep Compass 5/16/2013. Upon agreement of purchasing my jeep that they would fix the scratches that were on my vehicle but I needed to make an appointment because their detailer was gone for the day. So two weeks after purchasing I took my jeep in to be detailed and they took a look at my exhaust because I complained that it was too loud. They detailed most if the scratches but there are still visible scratches and they replaced my exhaust. Within a couple days of the exhaust being replaced I started hearing a loud noise and called the dealership. This visit to the dealership they had my jeep sent out for a safety recall regarding a letter that I received from Jeep Chrysler. They also needed to fix my horn because it would randomly blow and fix my exhaust. My exhaust needed 3 new clamps. Now I have only put on 1500 miles since I have purchased it. I had to get an oil change and while they were doing that they noticed my exhaust needs welded, one of the clamps is hitting another part of my jeep which is causing a racket noise, all 4 of my tires are rotted and needs replaced and my front brakes need replaced. The manager of the garage told me my Jeep shouldn't have been passed for inspection in April 2013. In order for these repairs is going to cost me $1,000. I also went to another tire shop to get a second opinion and he said the same thing.Desired Settlement: I would like for the repairs to be done at their costs. I talked to the GM and her response was that theywould not replace my tires.