Santa Monica Maserati

This is the worst 'customer service' experience I've ever had. I called few weeks ago, as I needed a new rim for my Fiat 500 as mine got damaged. I decided to special order from here as they told me it would only take 10 days. The other places I inquired about the rim gave a better price but longer wait, so I decided to order from FIAT dealership as I need it my car. After a few days I paid for the rim and no contact was made with me I decided to follow up and only then I was told the rim would arrive in 3-4 weeks instead of 10 days. Extremely upset I was told that the fee was not refundable and I was then stuck. I never received an apology or a compensation for the mistake. After more than 3 weeks of waiting and nobody following up or sending any tracking for my rim, I decided to send an email and they replied that my rim was arrived. I then schedule a pick up time specifying that I would need also labor in order to change the rim (how else would I do it). I arrived at the date and time they agreed on and I was told no appointment was made. I then showed the email where they agreed on the time and they sent me to the parts department (which is a couple of steps away). At the parts department nobody wears a mask, just so you know. I was handed my rim in the box and in a very rude way I was told by R. (the most unprofessional employee I met in my life) that he only deals with parts and not service, and it would take too much effort for him to coordinate with his same dealership (couple of steps away) to accomodate customer needs after made him wait more than double the time it was supposed to. I was then told that if I wanted to make an appointment it would take another 3 weeks. In all this story I never received an apology, and they could change the rim in less than 10 minutes. I've never experience anything less customer service friendly than how I was treated by R. I WOULD ENCOURAGE EVERYBODY TO AVOID THIS PLACE AS THEY REALLY DON'T CARE ABOUT CUSTOMER SATISFACTION AND THEY ARE VERY DISHONEST PEOPLE.

I stopped by at Alfa Romeo Santa Monica on Monday to ask fixing some issues in the car (Alfa Rome Guilia 2020). Kenneth Moore came and said we can't take a look at your car because we're busy but I'm going to schedule a service for your car for Wednesday morning. I came back on Wednesday and he doesn't even know me!!!! He said I can't find your name and there is no time scheduled for your car. I was like there is no way! I talked to you on Monday and he started to look it up again and he finally found my name!!!!!! He said your car will be ready by 6pm and I told him why does it take so long and he said we can give you a rental! They dropped me off at the rental and the I waited over there for 30 minutes and Alfa Romeo assigned someone to work on someone's else rental car! Why? Because the person has Maserati and he is prioritized than me! After 30 minutes someone came to me and told me there is only one option available which is a SUV chevy and for renting other cars you should pay the difference! They gave me this xxxxty car and I just parked it in my parking because this is totally disrespecting the customer and I expected a better car! I came back around 6pm to pick up my car at Alfa Romeo Santa Monica. I asked Ken if my car is ready to pick up and he said it's not ready and I told him it's written on the receipt the it will be ready at 6pm and you also told me it will be ready by tonight. He didn't even call me that the car is not ready and I drove 40 minutes to the dealership. One of the worst experience I've ever had with the customer service. The day after I called many times to see if my car is ready and finally he said bring the rental car to Enterprise and I'm going to drive your car to the rental company. I dropped the car at Enterprise and waited for 20 more minutes and no one showed up! I called two more times to see what's going on and he said ask someone at Enterprise to drop you off at dealership. There was no one over there and I talked to the sales person and he dropped me off at the dealership. This was the second time he changed his word! I went to the dealership and he showed up and said we fixed every thing except the brake because it works well!!!!! I told him that I usually hear the noise when I push the brake and there is noise that I can hear. He said we can't do anything about it! He doesn't give a xxxx about my car and his behavior was disgraceful. When I was going to turn on the engine, a wired error popped up on the screen saying start/sop unavailable and .... I showed him and he said it';s because of the fuel. Fill up the tank and it wont pop up again. It still shows me this error. I totally wasted my time and energy dealing with this guy. I talked to Joe who is his manager and told him about my experience. I also told him that I'm going to write a review about you and he said I don't care and good luck. NEVER EVER take your car to Santa Monica Alfa Romeo because they don't have enough workers and time to work on your car. I usually take it to Russel West Brook Van Nuys where I leased the car and they were so nice to me. Communication is perfect at Van Nuys but in Santa Monica they behave like you don't know anything about car and this is disrespectful. They even didn't wash the car and asked me to take it by myself!!!!

I would not recommend anyone looking to for a car to go to them. I have experienced across the board nothing but the worse customer service from essentially anyone I have dealt with at this dealership. We went to them because we were referred by my brother. Byron our sales rep was fine and found us a vehicle that we were looking for. My brother also had a good experience with him. But beyond that everything goes south. Once it came to signing our lease Daniel one responsible is one of the most condescending and rude individual I have ever met. She sent a malicious email to my sister with a threatening tone. This is the first vehicle she has ever leased. Could they be a bit more understanding that she is new to the whole process? Byron told us to message the manager Eric who never responded back to us. Months later we're told that apparently there was an issue of us not having registered for a title properly in Nevada where we live. We're new to this whole process! So we went to the DMV to get that all taken care of the next day. After waiting several hours we're told by the DMV that the documentation the dealership provided us is not acceptable because they were negligent and simply crossed out an error with a pen rather than reissuing a new error free document. The Nevada DMV also told us that the dealership really should be handling all of this not us. That this was just laziness on their part to not do it for us. We get back to Jacqueline the DMV clerk and she keeps emphasizing that the leasing company needs the title as soon as possible. She tells us by signing the lease we are responsible for all the licensing/title/registration. We could have gotten the title during our last visit to the DMV had their not been errors in what they gave us! As of this writing we're in the process of getting updated documents to spend several hours at the DMV again to get a proper title.

On November 30, 2019, I purchased my Certified used 2016 Quattroporte S from Maserati of Santa Monica (Maserati). As an avid and loyal German car fan, I wanted to try an Italian exotic car and sold my Audi S4 to purchase the Maserati QP. I really loved the car and enjoyed the service I had received from Maserati up until January 2021. I had dropped off the car on January 18th as you’ll see on the included invoice picture. On January 21st, I texted my service advisor, Pedro Leal, to find out when my car was to be ready for pickup and he called me back immediately after to notify me that in the morning it was discovered that my car was stolen overnight likely from inside the service area. My car was recovered by the LA County Sherriff’s department in Cerritos. I also found out that it was involved in high-speed chase with the CHP. I was able to go to the impound on February 1st to have it towed to Maserati of Santa Monica for an assessment of damages. I have attached pictures of my damaged recovered car. The assailant got a way and the only reason why the car was recovered because the suspension was severely damaged. When I spoke to the service manager, Jose “Joe” Gutierrez, on February 8th on the phone, I had to review the police report. Joe and I discussed the estimated damages and how I needed to reach out to my insurance State Farm to begin the process. Joe even mentioned that they had a clause in their Terms and Conditions that waived any coverage for theft, fire, or vandalism in their invoice contract. It was their attempt of trying to push the liability in my opinion in a predatory manner that negatively impacts consumers, who had no cause or role in the incident. Since the car was driven off, I knew keys were likely in the car. Joe did say that the keys were left in the car, but he also said that it was locked behind a steel gate and bollards, so it was common to leave keys in the car. The police report confirmed that my car was left unlocked in the service area. The dealership was negligent in leaving my car completely unlocked and the car was in their possession for services. On February 16th, I reached out to Maserati to schedule a meeting to resolve this situation. I met with Eric Martin, General Sales Manager at Maserati on February 18th. Eric apologized for the lack of communication from the dealership and assured me that the dealership will “make me whole;” Eric mentioned that he had a vehicle in mind that would be comparable to 2016 QP stolen vehicle. On February 26th, I went to see the comparable vehicle, which was a 2018 Quattroporte S with approximately 5,200 miles on it. Unfortunately, “keeping me whole” was a different meaning for Eric and his Sales team. All he wanted to do is offer a low number for my car that was stolen because of their negligence, have me repair the car using my own insurance, and then sell his newer QP for a slight discount. I felt that his effort was not in good faith, and he only was concerned about preserving the finances of the dealership and its ownership. The insurance company representing the dealer, Interstate Fire and Casualty, which is a Broadspire Company, wrongfully denied any liability on their client’s behalf. The dealership and the insurance company pushed this liability to my insurer, State Farm. I opened a claim with State Farm as I’ve had no choice and the car was repaired at Russell Westbrook Maserati, who did a great job repairing my car. I would highly suggest if you wanted to purchase or service a Maserati, you do not go to Maserati of Santa Monica. The ownership there does not value the consumer and they failed in protecting customer’s property. Also, the ownership showed their true motivations when they refused to reasonably work with me to resolve the matter they caused up until the time I made it a Legal matter. Beware of them and go to another dealer.

Chrysler Capital (their leasing company) damaged my credit during the Covid19 outbreak. I tried to return my Fiat 500e (the 2nd one I'd leased from them) when the lease was up. The dealership refused to take the car because Chrysler Capital hadn’t picked any of their cars for over a month and they were full. Tried contacting Chrysler Capital and nobody would give me answer. Then they hit me with late charges for not returning the car on time and reported me to the credit agencies. I contacted the dealership again and their sales manager "Art" told me I had better keep paying the lease until Chrysler Capital took back or they would further damage me credit. Never mind that by this time, I had replaced the Fiat with another car and was not about to make insurance and lease payments for a car I didn’t own or use anymore. Talk about a Catch 22. My head about to explode, I drove the car to the dealership and onto their lot. Art and his minions came out yelling and threatening me with "trespassing" and said they would leave the car in the street to be ticketed and that I’d be liable – all this in spite of the fact I had an actual letter from Chrysler Capital asking me drop the car off at their dealership. I left the keys and the letter on the hood of the car and walked away as their screams faded in the distance. A fitting end to a miserable experience.

I came in to lease an alfa for my son the car they advertised and sales manager confirmed was in stock was not a more expensive version was presented. After nearly 6 hours a deal was done and i decided to lease one as well. I was entitled to numerous rebates as i already owned an alfa they bickered over all of this and tried their best not to honor. I made a deal on my lease and when I returned to complete it again the sales manager refused to honor it. They failed to payoff my existing lease as part of the deal and missing cap to windshield wiper was missing and never replaced. Neither the sales manager or salesman had the courtesy to return my emails regarding these issues. They are not a good dealership and from the top to bottom handle their customers poorly.