Suzuki Motor of America Inc

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello,
Attention: [redacted]
Attached you will find Suzuki letter response also attached is a warranty booklet for customer and a maintenance schedule.
Thanks,
Suzuki Customer Relations[redacted]Revdex.com of San Diego4747 Viewbridge Ave Suite 200San Diego, CA 92123Dear Ms....

[redacted]:We value Mr. [redacted] business and regret to hear of the circumstances thathave led to this inquiry. We take all of our inquiries seriously and appreciated theopportunity to assist Mr. [redacted] with his concern.Needless to say; we regret to hear of the circumstances that have led to this filing. Mr.[redacted] contacted us on May 15, 2015 requesting correction on the branded title of hisvehicle which was resolved May 22, 2015. At that time, Mr. [redacted] vehicle had the 7year/ 100,000 mile powertrain warranty. Due to this fact, we referred Mr. [redacted] back tothe Suzuki Service Provider for an inspection on his engine concerns. Mr. [redacted]contacted us again on May 27, 2015 with regards to timing belt issue. After carefulreview and consideration, the service provider and our field management teamdetermined the results of Mr. [redacted] engine repairs were due to the timing belt comingapart and causing damage to the engine. The timing belt is not cover under powertrainwarranty and it is consider a maintenance item which Suzuki recommends to replace atevery 4 years or 60,000 miles whichever comes first. As a matter of consideration andreview, our field management team requested from Mr. [redacted] maintenance records oftiming belt being replaced but Mr. [redacted] was not able to provide maintenance records.While we can empathize with his situation, unfortunately Suzuki does not offer anyassistance for issues not covered under powertrain warranty.Attached you will find an electronic copy of the 2008 New Vehicle Warranty Information,which we refer Mr. [redacted] to page 7 and 8 which indicates what is cover and not coverunder powertrain warranty. Also attached is the maintenance schedule which describesit is owner's responsibility to maintain.If any further questions, Mr. [redacted] can contact us at our Customer Relations·Department at our toll-free telephone number of (800) 934-0934.Thank you for allowing us the opportunity to serve you.Sincerely,Customer Relations Representative

Good morning,Please see attached response. Complaint; [redacted]Dear [redacted],We value Mr. [redacted]s business and regret to hear of the circumstancesthat have led to this inquiry. We take all of our inquiries seriously and appreciatedthe opportunity to assist Mr. [redacted] with his...

concern.It would be quite difficult for us to predict the life expectancy of your vehicle, or the various components, considering the great variety of stresses under widely different driving conditions. As a result of wear and use, certain adjustments and repairs might be necessary in the interest of proper performance and driver safety.Mr. [redacted]s 2007 XL7 VIN: [redacted] has expired the Federal Emissions Warranty for the catalytic converter of 8 years or 80 thousand miles, whichever occurred first. While we sympathize with the financial burden this repair may place on Mr. [redacted], we have explored all avenues in a good-faith attempt to provide Mr. [redacted] with some relief and, regrettably, are unable to do ?C).If we can be of further assistance, please feel free to contact our Customer Relations Department between the hours of 7:15 a.m. – 4:45 p.m. P.S.T., Monday through Friday. Our toll-free telephone number is (800) 934–0.934.

Please see Suzuki  Motor response letter attached.
Re: 2004 Suzuki LT-A40OF, VIN: [redacted]Customer: [redacted] Your File [redacted]Dear Ms. [redacted]:This letter is in response to the above referenced file regarding [redacted] and his LT-A400F. We understand Mr....

[redacted] has requested reimbursement for a failed stator, also known as a magneto rotor assembly.The subject vehicle was originally sold with a standard six-month Manufacturer's Limited Warranty in December 2004 by Suzuki dealer Cycle City Suzuki, located in [redacted], **. According to the purchasing consumer's information submitted by Cycle City Suzuki, Mr. [redacted] is not the original owner of the ATV, therefore, Suzuki Motor cannot ascertain the manner in which this unit was operated prior to his acquisition of the subject vehicle.Regarding the claimed failure, delamination of the magneto rotor magnets is attributed to exposure to excessive heat conditions primarily caused by abnormal methods of product operation during the operational life of the component. Therefore, while a **rt can fail, it does not insinuate there is a defect in the product. Regardless of what has caused the failure or whether Mr. [redacted] had a direct contribution to the condition, the Manufacturer's Limited Warranty period for the ATV expired more than 10 years ago on June 30, 2005.Suzuki Motor will not provide any financial reimbursement for this ATV.Sincerely,Customer Relations Suzuki Motor of America, Inc.3251 E. Imperial Highway, P.O.Box 1100, Brea, CA 92822-1100 • Phone (714) 996-[redacted]

Hello,Attached is [redacted] response to complaint#[redacted].April15, 2015Revdex.com of San DiegoComplaint #[redacted]We are in receipt of the above subject consumer complaint recently filed with your office.We are sorry to hear of the circumstances that have led to this filing. Mr. [redacted]contacted SMAI on...

January 1, 2015 requesting assistance with towing. At that time, Mr.[redacted]'s 3-year/36,000mile warranty had expired. The 3-year/36,000miles warranty providestowing coverage. Mr. [redacted] vehicle is in Powertrain Warranty for 7 years/1 00,000 mileswhich does not include towing.The customer's complaint was for engine noise and after careful review, the Suzuki ServiceProvider determined the results of Mr. [redacted] engine noise was due to differential assemblyand hub, which is being covered under the 7yrs/100,000 miles powertrain warranty.While we sympathize with customer's concerns, unfortunately we cannot assist with any towingexpense since it is not covered under Powertrain warranty as described on page 8 of the 2008warranty booklet.If we can be of further assistance with warranty, please have Mr. [redacted] call our CustomerRelations Department. Our regular business hours are between 8:00am- 5:00pm P.S.T.,Monday through Friday. Our toll free number is ([redacted]) [redacted].Thank you for allowing us the opportunity to serve you.Sincerely,Customer Service RepresentativeSuzuki Motor of America, Inc.Attachment: 2008 Warranty Booklet[redacted]?

Hello,
Not sure if understood, if customer was not able to see attachment, I am re-attaching SMAI response.August 28, 2015[redacted] Revdex.com of San Diego CaSe |d {{ [redacted] Service Request #[redacted]429Dear Ms. [redacted]:Mr. and Mrs. [redacted] contact us by phone on August 26, 2015. We value Mr....

and Mrs. [redacted] business and regret to hear of the circumstances that have led to this inquiry. SMAI takes all of our inquiries seriously and appreciated the opportunity to assist Mr. and Mrs. [redacted] with their concern.After careful review and consideration, SMAI will review for possible Goodwill if . documentation can be provided. SMAI would need for customer to send documentation as to date issue occurred and inspection details by independent shop, while vehicle was still under warranty. SMAI will need detail documentation of condition of vehicle and what was the cause of concern described by independent shop or insurance investigation.Please submit the documentation to: Suzuki Motor of America, Inc. P.O. BOX 1100 Brea, California 92822-1100 Attn: Automotive Customer Relations Dept. Or by fax to: (714) 579–1272 Or by email to: autocr(3)Suz.comIf any further questions, Mr. and Mrs. [redacted] can contact us at our Customer Relations Department at our toll-free telephone number of (800) 934-0934.Thank you for allowing us the opportunity to serve you.Sincerely,Customer Relations Representative

Attached please find Suzuki Motor of America, Inc. response to a previous inquiry from the Attorney General in Washington.  SMAI position remains unchanged.  We appreciate the opportunity to review and comment.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Reference Revdex.com COMPLAINT ID [redacted] filed on 11/26/2016dealer is providing in accurate information. I picked up the ATV ON Saturday 12/17/2016 and the issuer has not been resolved and the Atv is under extended warranty.I want a new ATV. the tires have nothing to do with it turning off all after market parts will be removed all factory parts put back on and Suzuki can buy back there defect unit.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Gentleman/Madam,In response to your recent info e-mail regarding the recall on my 2010 Suzuki Grand Vitara,? front passenger seat.I first want to Thank your good organization and those involved with regards to my original letter.I need positive statements that the Suzuki Service Provider will replace all of the related hardware required to return my Suzuki to a safe condition, be road worthy and safe for all occupants sitting in the passenger seat in question.All of the required replacement of various bolts, clips, retainers, etc. must be replaced when replacing the seat cushion.I will forward again via USPS any and all documents of what is required to restore my Suzuki to a safe condition.I will not allow anybody to work on my vehicle that will side track safety concerns, awaiting your reply, I remain,Respectfully,[redacted]

Customer purchased vehicle in 2014. Customer states radio has been having issues for two years, but he never made Suzuki Motors of America Inc., or the Suzuki service center aware of the radio issues. Suzuki Motors of America launched an SW recall which states will install an update to the Garmond...

navigation system. The recall was launched November of 2012. Customer did not own vehicle at the time, so notice was sent to original owner of vehicle. Suzuki received its initial call from customer on August 22, 2016 stating the service center would not complete the recall. After research which consisted of speaking with the service center CSR was advised per the repair order (RO) states the screen saver was flashing and no other functions on the radio was operable. Service center advised the recall cannot be completed if the buttons and/or apps on the touch screen are not working. Even with the radio on, the buttons would not work to complete recall. Customer was advised by the service center the radio would have to be repaired or purchase a new radio. The recall is not to repair the radio, but to update the navigation software only. In order to update the software, the radio has to properly function to allow the service technicians to maneuver to the next screen during update. After speaking with the tech department at Suzuki Motors of America Inc., CSR was further advised the radio is not working and would need to be repaired or replaced. The radio factory warranty is 3years at 36,000 miles (3/36) whichever occurs first. The warranty began from the date of first use which was 11/13/2012. The factory warranty does not start over once a vehicle is repurchased, as that would significantly prolong the warranty. The factory warranty on the radio expired on 11/12/2015. Had customer brought the radio issue to Suzuki’s attention at that time, it could’ve been repaired or replaced under factory warranty. Only the customer was aware his radio was not properly functioning, and has to assume some responsibility for his vehicle that he operates daily.  Customer did not contact Suzuki Motors of America until 8/22/216 after the factory warranty.  Digressing, the recall is to update navigation software only, and not to repair a broken radio. The two issues are separate. Customer has recently replaced the radio with aftermarket radio, so the recall no longer applies, as it only applies to factory radios.  Suzuki will not cover the cost of customer’s radio as customer requested. Radio was not properly functioning, and was outside of factory warranty of 3/36.   If you have any additional inquiries, I may be reached at 1-800-934-0934. Thank you in advance.   Best,   [redacted] Case Manager Customer Relations

Review: I have a Suzuki Reno 2008 the was parked in my driveway on July 28, 2014.The vehicle's electrical wires beneath the left side of the steering column caught fire. On the day of July 29th, 2014, I filed a complaint with the Suzuki Motors Corporation regarding the fire.Three days after filing my complaint, I received a recall letter in the mail from Suzuki (safety recall XA).The recall explains the issue the Suzuki Reno and Forenza 05-08 models, may have am issue with the abnormal operation of the High or Low Beam Headlamps and or abnormal operation of the Daytime Running Lamps. The recall goes on to further explain that the issue may generate heat in the Headlamp Switch or DRL module and could cause this to melt. The heat and subsequent melting of this component could lead to increased risk of fire.On August 7th, I took my burnt vehicle to Bill Seidle's Suzuki in Miami, Fl. Upon my arrival, I was helped out by the service manager, Alex who reached out to his district manager. I was informed by Alex that he was told that Suzuki was not responsible for the fire that had occurred.How can Suzuki not be responsible if the fire was caused by their issues with the overheating of said components. The recall stated there was currently no service parts available to deal with the problem. They also did not send me a recall notice until after I had filed a complaint with Suzuki. Motor Copr.Desired Settlement: I would like me Suzuki Reno repaired and returned to me. I currently do not have a vehicle.

Review: my vehicle broke down I was not told until a month later that it had a warranty on the drive by any of the business' that the vehicle had been in. I called a suzukI dealer ([redacted]) regarding finding a new engine for my vehicle. I was told that the drive train warranty had expired a month prior. I have attempted to contact suzukI corporate office. The representative [redacted] was rude, would not even listen to what I had to say, would not even consider the facts, and when I asked for a supervisor I was told that they do not escalate calls. When I asked to speak to someone other than him I again was told that I could not speak with anyone else. [redacted] then went on to tell me that no matter how many times I called I would get him and that he would not escalate the call. I asked if I could have an investigator and again was told no that he would not allow me to speak to anyone else. I was quite anger by this time, I have called the business 3 more times since that call and in fact am just transferred back to this same individual even though I ask for a supervisor.Desired Settlement: Would like the corporation to honor the warranty on the drive train or at least make some effort to help correct the problem. I currently feel that the company does not care what its customers feel about their customer service or the reputation of the corporation since they are a foreign company.

Business

Response:

Hello,

Not sure if understood, if customer was not able to see attachment, I am re-attaching SMAI response.August 28, 2015[redacted] Revdex.com of San Diego CaSe |d {{ [redacted] Service Request #[redacted]429Dear Ms. [redacted]:Mr. and Mrs. [redacted] contact us by phone on August 26, 2015. We value Mr. and Mrs. [redacted] business and regret to hear of the circumstances that have led to this inquiry. SMAI takes all of our inquiries seriously and appreciated the opportunity to assist Mr. and Mrs. [redacted] with their concern.After careful review and consideration, SMAI will review for possible Goodwill if . documentation can be provided. SMAI would need for customer to send documentation as to date issue occurred and inspection details by independent shop, while vehicle was still under warranty. SMAI will need detail documentation of condition of vehicle and what was the cause of concern described by independent shop or insurance investigation.Please submit the documentation to: Suzuki Motor of America, Inc. P.O. BOX 1100 Brea, California 92822-1100 Attn: Automotive Customer Relations Dept. Or by fax to: (714) 579–1272 Or by email to: autocr(3)Suz.comIf any further questions, Mr. and Mrs. [redacted] can contact us at our Customer Relations Department at our toll-free telephone number of (800) 934-0934.Thank you for allowing us the opportunity to serve you.Sincerely,Customer Relations Representative

Consumer

Response:

Ms. [redacted], thank you for forwarding the response. I am attaching the documentation that Suzuki is requesting. I am attaching documents from the original business that looked at the vehicle on 7/3, the Uhual bill from the truck and dolly that I had to rent to get the vehicle home, and the auto repair shop that our insurance directed us to. The Auto repair shop did talk to a "old" Suzuki dealer but did not retain the information in writting. If Suzuki has any questions they can contact the auto repair shop and talk to [redacted]. Should Suzuki wish to contact my insurance please let me know and I will gladly provide the claim number etc.

Review: I own a 2006 Suzuki boulevard m109r. I am a loyal Suzuki customer; I have never had any issues with Suzuki products until now. My boulevard along with thousands of other boulevards have a major transmission flaw. I've done my research and have talked to others about this issue. I have spoke to some who have had their transmission parts replaced by Suzuki and the issue of slippage and jerking comes back to haunt them. The clutch is the first issue, it can't handle the power of the 109 cubic inch motor Suzuki has placed into this bike. This causes second gear to not engage fully and with any torque at all the gear will slip and the bike will go into neutral while driving( very unsafe and scary for the rider). The shift forks are pretty much hallow with a sort of "vein" running through them. I can bend this shift fork with my hand, what do you think it's doing under the torque and pressure of a 109 cubic inch v twin engine?! This is a safety issue for all boulevard riders and Suzuki should pay for every one of us to send our transmission out to a machine shop and get this fixed the right way. The shift forks have a three millimeter button on them, it should be eight millimeters to eliminate slippage. The gears also need to be undercut and "ramped" to eliminate slippage into neutral. This is not a cheap fix and Suzuki should reimburse us for our financial suffers as well as compensate for our lives being at risk when we put our trust into Suzuki. Suzuki has fixed this issue on all model years newer than 2011. They fixed the issue because it wasn't up to par so shouldn't they be responsible for fixing the tens of thousands of defected bikes they sold us?Desired Settlement: I know Suzuki will not pay to fix my bike. That means they would have to accept blame and fix everyone else's. Though they should since lives are at danger. I've spoken to corporate Suzuki and they admit a "shotty" transmission and reassured me that every year they make their products better. I believe they have fixed the issue but they havnt fixed the damaged bikes that our on the road we are all driving on. Please don't hit the biker in front of you because his bike slipped into neutral.

Business

Response:

[redacted],

Mr. [redacted] contacted SMAI on 3/5/2014 with a complaint that his 2006 [redacted] had a transmission issue and demanded that SMAI pay to repair his motorcycle. This motorcycle has been in service since 4/20/2006 and Mr. [redacted] is at least the second owner.

When Mr. [redacted] contacted Suzuki in March he stated that he had disassembled the transmission and found a defect in a gear and demanded Suzuki pay for the repair. Suzuki explained the terms of the 1 year warranty which expired on 4/20/2007. Mr. [redacted] became very abusive and using foul language. Mr. [redacted] was asked to keep the call provisional or Suzuki would terminate his call. Mr. [redacted] continued to be abusive and continued to use foul language. Suzuki was forced to terminate the call.

SMAI will stands behind our warranty. Since Mr. [redacted]’s motorcycle has been out of warranty since 4/20/2007 SMAI is unable to provide financial assistance.

Customer Compliance Manager

SUZUKI MOTOR OF AMERICA, INC.

3251 East Imperial Highway | Brea, CA 92821

Ph: 714-572-1490 | Fax: 714-996-4545

Review: I have a 2004 Suzuki Eiger with less than 600 easy miles. The unit would not start due to a defective stator that required a replacement to correct the existing problem. Numerous ATV dealerships were contacted for quotes regarding the necessary part replacement. Per the feed back from various service people, the stator was a universal defective part. The glue/adhesive holding the magnets was of very poor quality resulting in them becoming loose. A letter was sent to the CEO Mr. [redacted] on, September 22, 2015, with a copy of the repair invoice dated Sept. 14th for $563.82 requesting a refund. As of today no response has been received.Desired Settlement: Please contact Mr. [redacted]or a refund. Corporate ph# is 714 [redacted]. I will fax you a copy of my letter and paid repair invoice. I am curious why a timely response was never received.

Business

Response:

Please see Suzuki Motor response letter attached.

Re: 2004 Suzuki LT-A40OF, VIN: [redacted]Customer: [redacted] Your File [redacted]Dear Ms. [redacted]:This letter is in response to the above referenced file regarding [redacted] and his LT-A400F. We understand Mr. [redacted] has requested reimbursement for a failed stator, also known as a magneto rotor assembly.The subject vehicle was originally sold with a standard six-month Manufacturer's Limited Warranty in December 2004 by Suzuki dealer Cycle City Suzuki, located in [redacted], **. According to the purchasing consumer's information submitted by Cycle City Suzuki, Mr. [redacted] is not the original owner of the ATV, therefore, Suzuki Motor cannot ascertain the manner in which this unit was operated prior to his acquisition of the subject vehicle.Regarding the claimed failure, delamination of the magneto rotor magnets is attributed to exposure to excessive heat conditions primarily caused by abnormal methods of product operation during the operational life of the component. Therefore, while a **rt can fail, it does not insinuate there is a defect in the product. Regardless of what has caused the failure or whether Mr. [redacted] had a direct contribution to the condition, the Manufacturer's Limited Warranty period for the ATV expired more than 10 years ago on June 30, 2005.Suzuki Motor will not provide any financial reimbursement for this ATV.Sincerely,Customer Relations Suzuki Motor of America, Inc.3251 E. Imperial Highway, P.O.Box 1100, Brea, CA 92822-1100 • Phone (714) 996-[redacted]

Consumer

Response:

Revdex.com of San Diego November 6, 2015Re: File #[redacted]Dear Ms. [redacted],Your involvement in the above referenced subject matter is greatly appreciated. This letter is in response to the letter received from Customer Relations, Suzuki Motors, dated 10-30-2015. I forwarded a copy of their letter to all the ATV dealers that I had requested quotes to replace the defective stator. We ALL had a good laugh since the essence of my letter was ignored. Suzuki has failed to acknowledge that fact.The previous owners took very good care of the unit prior to my purchase. My Certificate of Title is dated 10-26-2005 and it only had 28 miles per the odometer reading. The owner had to sell the unit since they were moving and their original asking price went from $7,200 then $6500 and my purchase price was $5,000. They took a modest loss. In my opinion this was a super bargain. Per the ATV dealers referenced in my first letter, they all disagreed with my opinion. Had this unit been a competitors unit such as [redacted], this would have been an exceptional buy. I was informed that Suzuki is synonymous with poor quality.Suzuki Motor referenced the failure of the defective part may have been accelerated due to excessive heat conditions. This unit only has a fan to help cool an overheated motor. Their competitors had a better engineered product which had a radiator to keep the motor from building up excessive heat. Why didn’t Suzuki utilize this process/product?In closing, if my original request is not accepted, I will be compelled to inform the general public of Suzuki’s poor quality/product due to defective **rts and poor engineering. The internet is a superior tool which can be very informative when noting facts.I await a timely response.[redacted] Rd.[redacted], [redacted]

Review: There was a recall issued on June 26 of 2015 on 2008 and 2012 suzuki m109r on the back rest bolts being too long and could damage rear tire or cause an accident. I purchased bike in 2012 and the tire was destroyed while me and my wife where driving. Had too replace tire Wichita cost me 300$ plus 35 $ mount and balance fee. I understand that this is 3 years prior to racially being issued .I contacted suzuki and they told me unless I can send then the tire or repair tickets they can't do anything for me. My problem is why would I keep a damaged tire for 3 years to see if there would be a recall on the vehicle that would have caused this issue. I would like to be refunded on the price of a the tire I had to replace due to the poor quality and lack of safety caused by suzuki manufacturer.Desired Settlement: Refund.

Business

Response:

Attn; [redacted]Revdex.com of San Diego4747 Viewrldge Ave #200.San Diego, CA 92123Complaint #[redacted]- [redacted] F [redacted]RE: SR# [redacted]Dear [redacted],No. 8529 P. 1/3VIA FAX: (858)-4962141Suzuki Motor of Amenoa, Inc. Is In receipt of the above subject consumer complaint recently flied with youroffice. We are sorry to learn of Mr. [redacted]'s complaint and apologize for any Inconvenience Mr. [redacted]has experienced.Our records indicate that Mr. [redacted] contacted our customer Relations Department on 7/20/15 regardingthe VL1800 Backrest Mounting Bolts Safety Recal.l Campaign Issued to [redacted]. Mr.[redacted] stated that a new rear tire was damaged from the mounting bolts described in this recall andrequested a reimbursement.In accordance with Suzuki Motor's recall reimbursement policy enClosed and available online atwww.SuzukiCycles.com (reference ~customer reimbursement for remedies prior to recall notification", page2, 41n condition for reimbursement), we requested a copy of the sales Invoice and/or rep,!lr order for thereferenced tire purchase and replacement, plus lnspecUon of the damaged tire for verification of rear tiredamage from the 110mm mounting bolts addressed In this recall. Unfortunately, Mr. [redacted] stated thisdamage occurred 'more than a year ago and he was unable to provide either.While we sympathize with the customer's concern, we are unable to consider reimbursement withoutdocumentation of the expense and Inspection of the damage claimed.Thank you for allowing us the opportunity to serve you.Sincerely,Customer Relations Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]

Regards,

I understand that sometimes proof of damage is required however how would I have known of this recall 2 years ago when it was just issued this year. This is negligence on the company's part that could have killed me and my wife. But I guess that's the American way. Thanks for you crappy product Suzuki. I will never buy another one of your products.

Review: We purchased a Suzuki 90hp motor in 2005 as a part of a package for a boat and motor. After 536 hours the motor required what a certified Suzuki repair shop estimated to be a $4000 repair in the exhaust system. In researching Suzuki's operator's manual, the "Chart of Total Operating Hours Indication" shows that the expected life of this motor ranges as high as 2040 hours or more. The repair was required because of a dissimilar metals corrosion problem between the bolts used and the exhaust casing. Researching the internet showed that this was a known and not uncommon problem with this Suzuki engine from 2004-2006. We are not making our claim based on Suzuki's 7 year warranty. It is based on an Implied Warranty of Merchantability. Not only didn't the motor conform to its basic expectations but when the problem became known, there was no recall notice issued. This is not a saltwater issue as the corrosion occurred well above the waterline. The boat and motor has been kept in dry storage except when in use. We have all the pictures and records concerning this situation. We have since replaced the engine, with a new Suzuki 90hp because we determined that once Suzuki discovered the problem, they changed the design of the engine to eliminate this situation.Desired Settlement: We want Suzuki to issue us a check for what the certified Suzuki repair shop estimated to be the cost of repairing the exhaust system. I have an estimate from Master Marine Services, Inc in Mt. Vernon, WA that states that the estimated cost to repair the motor is $4000. We decided to replace the engine because of a lack of confidence in the engine even after being repaired. We decided the old engine presented a safety concern that we were not willing to accept.

Business

Response:

Attached please find Suzuki Motor of America, Inc. response to a previous inquiry from the Attorney General in Washington. SMAI position remains unchanged. We appreciate the opportunity to review and comment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Dear [redacted]

Suzuki resent the same form letter they had previously sent to the WA State Attorney General. As I stated in the complaint I sent to the Revdex.com, this does not address the complaint. I am not questioning the fact that the warrantee had expired, my complaint was based on the Warrantee of Merchantability of the motor.

Review: My Suzuki Kizashi 2012 died on March 13th en route to visit a sick family member.AAA was called, was unable to start the car. car was towed to Nashua Firestone. Unable to Diagnose the problem. It was towed to Manchester Suzuki.unable to get car started. Unsure of what the problem was,so they ordered a part that may work to get car started. car started but would not continue to idle. After exhaustive attempts and calls to Suzuki corporation and two weeks of work, they finally got the car running.It turned out to be an "actuator" which the mechanic said was a 13 hour procedure. Alex the mechanic did everything he possibly could to keep me updated and get the job done. On March 16th I stopped by Suzuki of mancheter to inquire about a courtesy car as I had to work every day in Burlington Ma. They do not have courtesy cars as they are not a Suzuki dealership. I was told they no longer sell New Suzukis in the United States. I had to rent a car at 40 dollars a day for 2 weeks. I was charged 509.00 dollars by Enterprise.I feel that Suzuki made a defective product, that the mechanic had never seen this before,and it took two weeks to fix. Not only did I have to pay for a rental car but my car payment was due soon which is 460.00. I called Suzuki Corp. today April 7th. Spoke to a man named [redacted] who states Suzuki doesn't pay for rental cars. Asked to speak to a manager, was given Brad who wasn't helpful. Asked to speak to his boss, he states he doesn't have one! the number that I was given by the mechanic was 1-[redacted]. I thank you for your time.[redacted]Desired Settlement: I feel Suzuki should pay for the rental car as my car was a defective product.

Review: was giving the refund form because I had previously had the work done about 6 months ago costing 200 dollars then received the recall notice on the part that was fixed 6 months ago I submitted everything they requested and then got a letter yesterday stating that I didn't submit everything that was needed when I submitted everything that I had on the repair.Desired Settlement: I would like the refund of 200 dollars of the work that I had done because I had done the repair before the recall was given and then turned around and had the recall done all I would like is my refund

Review: The above listed complaint is not in the purest sense a repair issue but it is a RECALL ISSUE.Roughly two weeks ago I received a notice that my car could be listed in a recall. I am not sure when received the first notice as I have been in the hospital for a dual subdural hematoma. After I came home from the hospital I started thru my mail and I basically found both notices at the same time. In the second notice it confirmed my car is included.I found a phone # in the second notice that was supposedly dealth with questions. As I had already had the car fixed because the DRL's would not go off when the motor stopped and the battery was drained twice and it had to be replaced. After much exploration by my mechanic it was determinded the modual had melted. So he wired it out of the system. The system has worked without problems. Now to my complaint. I called the number listed in the literature and what started out as a very pleasant call, very quickly escalated into a shouting match. I requested a supervisor as I do in such cases. I was told "no" on at least five occasions in the conversation. Each and every time I was told no. With me just out of the hospital for nearly 19 days I feel she was entirely out of line. I needed to know what I needed to know in these types of cases. But she was STUCK with the PARTY line which she constantly repeated. No wonder in the greater Orlando area which encompasses 5 counties there is one Zuzuki dealer and one shop that services Zuzuki's. If this is the company party-line no wonder where I purchased this car has closed not very long after opening their new dealership. MY car has just rolled over to 30,000 miles. That is just shy of 5,000 miles a year. 30,000 miles and is now six years old.Desired Settlement: A refund of what I paid for the repairs of what I paid to have it fixed. I might have been more flexible except for the rep that start this entire mess and that it is a mess.

Business

Response:

Attached is Suzuki Motor of America, Inc.’s response regarding ID # [redacted] – [redacted]. If you need additional assistance, please do not hesitate to contact us. Thank you for allowing us the opportunity to review and respond. Sincerely, SUZUKI MOTOR OF AMERICA, INC.Customer Relations Team?Dear Ms.[redacted],VIA EMAILThank you for taking the time to speak with our Customer Relations Department on February 9, 2015. Your email was also received, thank you. Please accept our apologies for the delay in responding.We are sorry to learn of Mr. [redacted]'s complaint and apologize for any inconvenienceMr. [redacted] has experienced.Our records show Mr. [redacted] contacted our Customer Relations Department on August 6, 2014 regarding the XA Safety Recall notice he received based on his vehicle identification number (VIN) [redacted]. At that time, Mr. [redacted] was referred to an authorized Suzuki service provider in his area, Suzuki of Central Florida to have the recall repair performed.In order to qualify for possible goodwill reimbursement, open recall(s) need to be performed at an authorized Suzuki service provider. After further research and basedon Mr. [redacted]'s, VIN, ([redacted]), our records show the Safety Recall XAwas performed at Suzuki of Central Florida on January 7, 2015.Since Mr. [redacted] has had the XA Safety Recall performed, SMAI is asking that Mr. [redacted] submit a copy of the past repair order, along with a copy of the payment method (credit card, cancelled check) and copy of the vehicle registration for reimbursement review.Thank you for allowing us the opportunity to serve you.Sincerely,SUZUKI MOTOR OF AMERICA, INC.Customer Relations Team

Review: I purchase a 140 hp Suzuki outboard motor from [redacted] in Lafayette, La in April 2013. The first time I used the motor I reported to the dealer that the motor idled too slow and would die when slowed to idle speed. When I brought my motor in for 20 hr service, [redacted] did something with the computer system to adjust the idle. I had my boat serviced at 100 hrs and complained about the idle speed as it had slowed down. At approximately 120 hrs when I was coming to a stop at my camp after a 45 minute ride from the boat launch my boat killed and this time would not start. The only way to get the motor to start was to power the idler but every time the idler was brought back to neutral position the motor would die. Limped back to the boat launch and brought boat to [redacted]. They spoke with Suzuki and changed a part and the "boat is running fine." Brought my boat to launch, loaded it down and it would not start. Brought boat back to [redacted] Three weeks ago. as of today my boat is still at [redacted] shop. They have changed every part Suzuki has told them to Change and the boat still not running right. [redacted] owner advised me yesterday he has no idea what's wrong with it and the Suzuki technicians from Texas and California have no idea what's wrong with it. I called Suzuki cuts service yesterday @ [redacted] and spoke with [redacted]. She advised me that she sees my work order, they are working on the motor, have no eta and they will fix and repair motor. I advised [redacted] that their technicians have tried everything and motor still isn't running right. She replied well that's all we can do. I requested a new motor. She replied they do not replace motors for warranty work. I asked if they can't figure out the problem then what. She said well they will keep on trying. I again asked how long could this take. She replied no etaDesired Settlement: I purchased this boat for the sole purpose of travelling two and from family property by boat 45 minutes from land. The trial anode rod procedure Suzuki is using to fix my boat has left me and my family stranded once I. The marsh. Now they have no idea how to fix my engine have no timeframe to fix it and have no care that they have left me with no way to access my property that needs to be tended to n a weekly basis. The only manageable solution is to replace the motor with a new one

Business

Response:

Your email to [redacted] has been forwarded for a response. Mr. [redacted] does not respond to inquiries regarding outboard product.

We have received information that the Technical Service Manager was at the dealership yesterday, May 21, 2014 and the running issues/concerns expressed by the consumer have been repaired. Furthermore the dealer principal tested the outboards and both agree that all repairs have been completed. The dealerhship will be contacting the customer to pick up the motor/boat.