Sussman Automotive

Review: I RECEIVED A WRITTEN SALES QUOTE ON A 2014 MAZDA CX-5. THE DEALERSHIP IS AN HOUR AWAY FROM MY HOME, SO I CALLED BEFORE I LEFT HOME. I SPOKE TO A [redacted] AND TOLD HER I HAD A QUOTE AND WAS COMING TO THE DEALERSHIP THAT DAY. WHEN I GOT TO THE DEALERSHIP THEY SAID THEY DID NOT HAVE THE CAR THAT THEY GAVE ME THE QUOTE ON. I EXPLAINED THAT I HAD SPOKE TO [redacted] BEFORE I CAME AND THAT SHE SHOULD HAVE TOLD ME THAT THEY DID NOT HAVE THE CAR THEY QUOTED ME, I WOULD NOT HAVE WASTED MY TIME OR MONEY GOING THERE.

THEY OFFERED TO QUOTE ME ON A MORE EXPENSIVE CAR. I FEEL THIS IS THE OLD BAIT AND SWITCH

I SPOKE WITH [redacted], SALES MANAGER AND HE SAID THAT MAKE QUOTES ON ANY MAZDA CAR WEATHER THEY HAVE IT IN STOCK OR NOT. I FEEL THIS IS DECEITFUL PRACTICES AND SHOULD NOT BE TOLERATEDDesired Settlement: I WANT THE CAR I GOT THE QUOTE FOR OR BETTER AT THE QUOTED PRICE.

Business

Response:

The customer, [redacted], came to our dealership in search of a very particular vehicle. She wanted a 2014 Mazda CX-5 in the Touring trim with no additions, in the color Soul Red. I agree that prior to her visit, when she contacted us and provided (which I am only assuming she did) the specific vehicle and color she was interested in, that she should have been told that we did not physically possess that vehicle in that color. The salesperson assigned to [redacted] attempted to show her a vehicle in the color she desired, rather than the trim/price level. When the sales manager came over, he tried to explain that all new model vehicles are available to us, but that not all of them were in stock at any one particular time, but that with an agreement of sale, we could attempt to find her the car she was interested in, with no obligation on her part if we were unable to follow through with her request. A quick count shows that Mazda, when taking into account all available trim options, and the average number of color combinations per vehicle, has over 800 combinations available. Our dealership has the capacity to store approximately 130-180 vehicles at any given time. It is physically impossible for us to be able to provide all options to all customers at all times. We would also like a mutually beneficial outcome to this unfortunate situation.

We need to quote for any Mazda vehicle available, because we have the ability to procure any Mazda vehicle currently in production, but we cannot always have it in stock, ready to deliver. We would be happy to attempt to locate the right vehicle for [redacted].

Sincerely,

Sales Manager

Sussman Mazda

Review: My vehicle was brought to the Sussman Kia dealership on 4/29/13 at 8:54 am for a failed fuel pump. The Sussman employee, [redacted], informed me of the diagnostic they would perform which I approved. My vehicle sat until about 9:30 am before the diagnostic began. I was then informed at 10:20am that the repair would require replacing the fuel pump and was going to cost about $660 (approximate I do not recall the exact amount). I was caught off guard and requested the break down of the pricing, which included a fuel pump at over $400. I informed them that the price for the fuel pump was excessive and they said they would install a Genuine Kia product if I could provide it myself. I contacted another Kia dealership which yielded a price of $270. With the lower price in hand I spoke with Sussman's parts department and they reduced the price to $321.77. The fuel pump was to be delivered around 11:00 am so no work was done until the part arrived. At this point I authorized the service of my vehicle under the agreement that the price included the diagnostic as the repair labor hours was 2.6 hrs and included the disassembly to remove the faulty fuel pump (essentially the diagnostic).

At 12:05 pm [redacted] came to inform me the repair had been completed. She then told me the bill was now $729.36 including the reduced part price and tax. I objected as it was more then it was with the higher part price to which she replied that didn't include diagnostic. I informed her that diagnostic fees, which was shown as 1.1 hrs, are included in the repair hours, as I will demonstrate below, to which she replied that is not standard practice. I reluctantly paid the bill and departed, upon which I contact a garage and 2 other dealership service departments. All of them agreed that the diagnostic fee becomes included in the repair and I was double charged for hours worked. I know the dealership charged me the diagnostic fee to recover the excessive charge they were attempting to thrust upon me for the cost of the fuel pump part itself.

Hours of labor:

9:00 - arrival

9:30 - service begins

10:20 - Diagnostic complete (1 hr of work completed)

11:00 - replacement part arrives, reassembly begins

12:00 - Repairs completed (2 hrs of total work completed)

I was billed for 3.7 hrs and only 2 hrs of work was done. If the time when my vehicle sat is included, then 2.5 hrs of work was done.Desired Settlement: I would like a refund of $115.43 as I was billed at a rate of $99.00/hr for 3.7 hrs yet I only agreed to pay for 2.6 hrs. The service on my vehicle including diagnostic totaled 2.5 hrs of labor, which yields a net over charge of 1.2 hrs.