Complaint Review: Goss Suzuki - Nashville Tennessee

Please beware of Goss Suzuki sales. When you encounter multiple problems they can't seem to fix and you call Suzuki corporate for help, they will "lecture" you about how you are not to give them any score below a "7" and become angry with you.

We recently purchased a car from this dealership, bypassing a much closer one because we thought the experience would be better. This one is over 50 miles away.

Here are the issues it took them multiple attempts to complete:

1. Financing. They asked us if they met a range of $250-$270 for our monthly payments would we buy a car today. We said yes. Go into financing, payments are @ $274 and tried to get us to sign. We said no. They came back with $268. We agreed and signed. This was on Saturday.

They then called on Monday, stating there had been a "mistake" and the payments went up to $272. We again said no. They agreed to buy down the loan with the bank and get it to $270 exactly. We went back to the dealership to again sign the papers, only to find it was $270.12. What part of their offer to us did they not understand??????

2. Features. On the test drive, the dealership did not put in the GPS (leaving an empty cradle). When we got back and were waiting for financing, they took the car around back to get it prepped for delivery. 2 salesmen then went over every feature of the GPS, stating it would be able to be paired to our phones via bluetooth, it would get MSN direct, basically everything in the brochure.

Upon leaving, they gave us the GPS. Both salesmen then sat in the car for about 15-20 minutes trying to get the bluetooth to connect. They even called someone inside the building and that person said I needed to go home and do the updates on the computer for it to appear. It did not. The Nuvi 750 does not have bluetooth capabilities.

In talking with the manager, they agreed to replace the GPS unit with one that had all the functionality of what the 2 salesmen described. It would be put in when we came back to have our xm radio and pinstripe installed.

3. Service. After purchase, we were promised a full tank of gas. I go out to the car, 3/4 of a tank. When I asked about it, they said that Suzuki doesn't pay for a full tank of gas anymore. After checking inside for well over 15 minutes, they came out and asked if they could ride to the gas station with me to fill the tank.

After "filling up", the gas guage was still 1/8 from full. Concerned the guage was not right, I asked the salesman who said he filled it up until it stopped. When we got back, he admitted he had only put in $5. Another salesman then came out and handed me a $5 bill so I would not give them a bad review on their survery.

Here is the summary of their attempts:

1. Initial detailing. When we had detailing scheduled, they were short on staff and could only wash the car. Why do I care? There was sticker residue all over the car and headlights from the protective plastic used during transport. Attempt #2 was during the pinstripe application - after multiple verbal confirmations they would do the whole car, they only did the area where the pinstripe went, leaving a clean streak along the car. Attempt # 3 not started.

2. Pinstripe. Attempt # 1 - scheduled, but when we got to the dealership they said he was too busy and could not do it. Attempt #2 - pinstripe was applied straight on right side of car and crooked on the other. End of stripe was at the middle of the right headlight on the right side and at the bottom of the left headlight on the left side. Attempt #3 not started.

3. XM radio. Attempt #1 - scheduled, but when we got to the dealership they told us it had not been ordered. Attempt #2 - installed, but they scratched and gouged our center console during installation.

4. GPS. We were promised the GPS had many features it did not have. Because of the misinformation, the dealership stated they would upgrade at their cost to all the features discussed. When they replaced the unit, it had the bluetooth but not the MSN. When I called and asked about it, the service department said to "read the manual" to figure it out myself. I had had enough at this point and called corporate Suzuki and filed a report. The Service manager then called me back and said all it needed was another part and when I came in to fix the pinstripe and detailing, they would have it all hooked up for me.

Then it got ugly. The Sales Manager called me back and was very angry about me calling Suzuki corporate and told me he was not going to install the MSN now because he said we never agreed to it (absolute lie). Then why did they call me earlier to say it would all be installed and apologized? The manager went back on his word because I "went over his head". How many chances at simple issues can you give a dealership over 50 miles away??

After saying how I most definitely told him about all the features and how he agreed to supply them, the manager said I had "mental issues" and how I "needed therapy" because he's "55 years old" and no one tells him what to do.

While I am extremely grateful for the dealership to upgrade the GPS, the reason they were doing it was because they misrepresented it in the first place. The only reason I was upset was because they kept saying everything was going to be taken care of and to give them a chance to make it right, then they went back on their word when they couldn't complete the simplest of tasks.

This is why I say to get everything in writing, which was our mistake. Don't promise Disneyworld then deliver Dollyworld because it cost more than you thought it would and you made the promise without looking at the cost. Better to promise nothing, that way when you deliver it, no one's disappointed.

I would recommend a Suzuki, but I would definitely not recommend this dealership to anyone. If you want a Suzuki, look elsewhere. You will end up with a much better experience.

Disappointed Buyer

Rockvale, Tennessee

U.S.A.