Suzuki review: Unacceptable service and behaviour - suzuki vitara – license plate ha300jt

Dear Sir or Madam,
to whom it may concern,I am writing to formally bring to your attention a very serious and disappointing situation involving Suzuki Italy and an authorized Suzuki dealer, which has left me deeply frustrated and disillusioned by the way a brand of Suzuki’s standing is being represented and managed at local level.

Despite having sent multiple formal communications, including certified electronic registered letters (PEC) (suzukiitalia@pecsoci.ui.torino.it) to Suzuki Italia, I have never received any written response, nor any concrete action, clarification, or commercial gesture.
This total lack of accountability and customer care is, in my view, unacceptable for a company of your reputation.
Below, I summarize the facts in detail in order to give you a clear and transparent picture of what I have experienced.
Summary of events
On 27/11/2025, I delivered my vehicle to the authorized Suzuki dealer for a repair involving the rear bumper.I had to wait 7 days merely to receive a quotation, an already unjustifiable delay.On 04/12/2025, I formally accepted the quotation, signing it and paying a €900 advance on 05/12/2025.On the same day, I was assured by phone that:spare parts had been ordered on 04/12, they would arrive within 3 days,the repair would be completed quickly. On 09/12/2025, only after my insistence, I was informed that the parts had arrived and that the repair was underway.On 15/12/2025, following yet another phone call from me, I initially received a vague and unacceptable answer: “we don’t know”.
Only after my firm objection did the dealer contact the body shop, at which point I was told that additional parts were missing, and that delivery would be postponed until just before Christmas.

I collected the vehicle on 23/12/2025, in the presence of Mr. Marco, who continued to state — with insistent and at times inappropriate tones — that he did not understand the reasons behind my email complaint, effectively once again shifting the situation against me.

I was subsequently informed that his father had asked Mr. Edoardo to offer an apology; however, as can easily be understood, the damage — both on a personal and professional level — had already been done.

I was also verbally informed by Mr. Marco that Suzuki Italy allegedly considered my account of the facts to be “exaggerated.”
I find it unacceptable that assessments of this nature are conveyed exclusively on a verbal basis.

For this reason, I formally request:

that such statements be confirmed in writing, without taking refuge behind the absence of an official response;
that I be informed of the concrete actions you intend to take in order to remedy the inconvenience suffered and the inaccurate information that has been attributed to me.
By way of example, and without limitation, a commercial goodwill gesture, such as the offer of two complimentary maintenance services, would represent a tangible sign of attention and fairness toward the customer.

Serious concernsI am astonished by the total lack of coordination, transparency, and professionalism shown throughout this process.As a customer, I entrusted my vehicle to an authorized Suzuki service center, and it is their responsibility — as well as Suzuki Italy’s — to:properly monitor the repair process, and to coordinate with subcontractors,provide accurate and timely information to the customer.
Instead, I experienced:contradictory information,updates provided only after repeated and insistent phone calls, missing parts discovered weeks later,personal offenses and complete silence from Suzuki Italy, despite formal PEC communications.
To this day, no written response, explanation, or commercial gesture has been offered.

Final considerationsI am sincerely saddened that a global brand such as Suzuki allows this level of behavior, neglect, and disregard for customers.I regret having entrusted this dealer — and, by extension, Suzuki Italy — not only with the purchase of my vehicle, but also with an important repair.

If this is how a relatively straightforward repair is managed, one can only wonder how more serious issues would be handled.This situation has already cost Suzuki a customer, and very likely future purchases as well.I kindly ask Suzuki Motor Corporation to:
take note of the conduct of the Italian subsidiary and the authorized dealer involved,
ensure that this matter is reviewed seriously,
and guarantee that customers are treated with the professionalism and respect that Suzuki’s name should represent worldwide.
I remain available to provide copies of all correspondence, PEC receipts, and documentation upon request.

Yours faithfully, Julio Cesar Lacava
Via del Boschetto 6/b - 10060 Frossasco Torino - ITALIA
SUZUKI VITARA – License plate HA300JT – Dealer name MS CARS Corso Primo Levi 23/c, C.so Primo Levi, 35/c, 10098 Rivoli TO (ITALIA)