inferior repairs, failure to honor a repair agreement, poor customer service, delayed completion of repair, repairs that resulted in additional damage
We purchased a Suzuki XL7, on December 7, 2013. While test driving the vehicle, the heated seats did not work. The sales person was in the vehicle with us when we attempted to turn the seats on and witnessed that they did not work. He gave us a "we owe" service form saying it would be fixed for free since the vehicle was advertised to have heated seats.
We scheduled repair appointment for December 12 to address the heated seats and a missing sprayer nozzle for the windshield washer fluid. Service found nothing wrong with the seats and sent vehicle home without making any repairs. The sprayer nozzle was ordered. We picked the vehicle up on December 16.
The heated seats were not working when we got the vehicle back.
On January 17, 2014, we called the dealership to schedule an appointment for the sprayer nozzle and specifically asked if the part was in before making the appointment. The appointment was scheduled for January 20. On January 20 we brought the vehicle in to repair the sprayer nozzle. The part was not yet in, even though we asked that before making the appointment. We picked up the vehicle and no repairs were made.
We scheduled an appointment in February to address the heated seats, but subsequently cancelled the appointment because there was a significant snowstorm on the date of the appointment. An email confirmation of the appointment includes the note I typed as the reason for the appointment. The note states in part, "The heated seats are not working all the time. They only turn on about half the time, and sometimes when they do, they turn off after 20 seconds." We scheduled an appointment for March 19. An email confirmation of the appointment includes the note I typed as the reason for the appointment. The note states in part, "Investigate problem with heated seats. Heated seats are not working. They haven't worked properly since we purchased the vehicle and this was brought up to the dealer who sold it to us."
On March 19, we brought the vehicle in to repair the sprayer nozzle and the heated seats. The sprayer nozzle was put on, but the heated seat element had to be ordered so no work could be done on the heated seats at that time. So, we took the vehicle home again.
On April 24, we again brought in the vehicle to have the heated seats repaired. The heating element was replaced on the driver's side only, despite the fact that neither heated seat worked. We again drove to the dealership on April 26 to pick up our vehicle. After we got in our vehicle, we noticed that the driver's side seat belt was not attached, most likely due to the heated seat repair. Service was closed so we could not take our vehicle home.
*** kindly arranged for our vehicle to be fixed Monday, April 28, and delivered to us. The vehicle was in fact delivered to us on that day.
The heated seats did not work on either the driver's side or passenger side when we got the vehicle.
We again scheduled an appointment to repair the heated seats on May 6. When the vehicle was dropped off at the appointment and I pointed out that only the driver's side heating element was replaced, the service person indicated that we never reported that the passenger side was not working. However, throughout our repeated contact, we have only ever said that the heated seats were not working. We never referred to the passenger or driver's side individually. Our email confirmations verify that we have repeatedly reported that the heated seats were not working. I can provide these confirmations if necessary. The service person was very rude throughout the entire interaction. We pointed out that the driver's side heated seat still did not work despite the fact that the heating element had been replaced.
The experiences reveal a pattern of inferior repairs, failure to honor a repair agreement (We Owe service form), poor customer service, delayed completion of repair, repairs that resulted in additional damage (seat belt).
Repair heated seats as agreed in the purchase documents. Reimburse for travel expenses for multiple unnecessary trips for no repairs completed and additional damage.
Although we understand and apologize for the customer's frustrations regarding the vehicle repairs, I assure you we have done our best to exceed this customer's expectations. Although we have not always been able to duplicate the stated problems due to the intermittent nature of the issue, we have consistently followed the manufacturer's guidelines in diagnosing and repairing this vehicle. If the problem cannot be duplicated, the proper repair cannot be made. As soon as we were able to duplicate the problem with the driver's side seat heater, the seat element was replaced and this has worked correctly since.
We strive to be very clear with customers regarding repairs, and did specify to the customer regarding us ordering the part for the driver's side only. This was verified and authorized by the customer. At no time in the multiple visits have we been able to duplicate any problem with the passenger side seat heater, nor had a specific concern from the customer regarding the passenger seat. At this time, based on extensive attempts to duplicate the problem over a recent four day period, both seat heaters are working properly.
We apologize for the one unnecessary trip when we did not have the part for the sprayer nozzle repair on time as promised. This was out of our control as it was coming from another dealership who did not meet the promised time, and we apologize for that. We have tried to be very accommodating with this customer including providing a free rental car for every visit as well as delivering their car to them when needed.
Although we strive for complete customer satisfaction, we feel we have done everything we can for this customer at this point. I understand the frustrations due to the intermittent nature of his complaint, but we do feel both seat heaters are operating properly at this time.
(The consumer indicated he/she DID NOT accept the response from the business.)
There are false statements in the response. The driver's side heated seat has not worked correctly since the "repair." The problem remains the same since the day we purchased the vehicle with salesperson witnessing the problem. In no instance had only one side ever worked. If one side wasn't working, they both weren't working. I never specified driver or passenger side. I always said heated seats with an "S," and always used plural pronouns such as "they" indicating more than one. This is consistent with the language on the "We Owe" service form, and is also consistent with language in previous correspondence, both in verbal conversations and in written service requests. An example of such correspondence is as follows, "Investigate problem with heated seats. Heated seats are not working. They haven't worked properly since we purchased the vehicle and this was brought up to the dealer who sold it to us." The same problem still exists for both the driver's and passenger side. I would not have requested only the driver's side be fixed, especially since the repairs were supposed to be provided anyway. When they ordered the part, they said I needed a new heated seat element. They did not specify driver or passenger. The driver vs. passenger side issue didn't even enter the conversation until I brought the car back again after the "repair." I trusted they were competent in their trade of automobile repair and their assertion that this would fix the problem. It did not fix the problem, even for the driver side. The same symptoms are still present for both seats. I posted 4 videos of this occurring on February 16, May 17, and May 19. These videos can be viewed at https://www.youtube.com/channel/UCKcUAlmFXGA0bTrmKK0X4mg and show the problem we have been experiencing since December that is still occurring today. In the videos, both the driver and passenger side heated seats do not work. These are only a few examples of what has been happening frequently since December 7th. I have calculated that in total, I have driven 258 miles back and forth to the dealership. This is in addition to the normal miles I would have driven on those days. We would not have purchased this vehicle without the agreement to repair heated seats or if we had known they would be incapable of diagnosing and fixing the existing problem. As for the unnecessary trips, there were multiple unnecessary trips, including the trip to the dealership to pick up the vehicle after "repair" when the seatbelt was detached and we had to go home without our vehicle. In regards to the rental, all other dealerships I have purchased from have provided free loaners for customers who purchased the vehicle from the dealership. I wasn't aware they were providing me with an added service.