ComplaintsforMaserati North America, Inc.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a very disappointed customer,spoke with ******* at *************************************************** and he was very rude. Kept speaking over me. I have a Masarati Levante under warranty and claim was denied because liquid from the cup holder damaged a brake sensor near the cup holder, and I am now responsible for paying. Shouldnt the area be water resistant if its an area holding liquid container? I am not only disappointed in the Denial but more disappointed in the manner ******* spoke to me. He refused to give me an employee ID or last name and said that there was no one else I could speak to about this. I hope this is not the way you treat your customers. I paid a lot of money for my ********************** and am now having regrets because of the manner in which the warranty was handled. Liquid from cup Holder getting past the cup holder and damaging sensor is a known issue, even the people at the service department admitted it, but the warranty person at MyMaserati claimed she had never heard of this issue. This is treatment is unacceptable from such a prestigious brand. I hope to hear back soon, my phone number is ************** and my email is ************************

  Customer response

  07/09/2024

  *****************

  Business response

  07/30/2024

  Thank you for your feedback as we take all complaints seriously.  We value your business and look forward to continuing to serve you. 

  Customer response

  08/04/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  unless I misread their statement, no action was purposed. The only thing I saw was where they said that they take all complaints seriously. Seemed  like a blanket statement. 

  
  Regards,
  
  *************************

  Business response

  08/05/2024

  Dear ****************,

  Thank you for your inquiry. As we understand it, your vehicle was repaired at customer pay as the problem was caused by an accidental liquid spill, not a manufacture defect. If you are having additional problems with your vehicle, please contact any of our Maserati Certified Dealerships for an appointment. If you need assistance with an appointment or something else, you can always call us at ************. As a reminder, we do record all calls for quality and training purposes.

  Sincerely, 

  Maserati North America

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a leased 2022 Maserati Levante. The rear backup sensors malfunctioned, resulting in a 5 inch dent above the right brake light. The sensors failed to pick up an obstruction while slowly backing up. Maseratis previously stated they called me about the problem. They did not. Here is my telephone number ************. The dealership where I leased the car, ********** Maserati, failed to help, stating that Maserati *** would have to assist and they are usually non-responsive. The dealership where I have my cars serviced, ********* Maserati ignored my request.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a 2022 Lavante new out of the dealership 15 miles. I've had nothing but problems from the first week, noise on muffler, breaks squeaking, and on and off beeping noise that hurts your ears, etc... I bought a new car, so I won't have issue, however, I spent more time trying to make time to take it to the dealers. The first time I took into repair shop they said everything is normal! NO it's not I've bought new cars and never had any issues, they made me feel as if I didn't know anything they keep turning me away telling me everything was normal, after so many times taking it to the dealer I told them I would file a complaint, all of sudden some of the issues were fixed, but my breaks still sound so loud scratchy, 2 different Maserati repair shops told me to that the breaks on those cars are like that and there is nothing they can do they've done all they could. I have new noises come up on the car, I recorded them showed it to the dealer and they find nothing every time, even showing them all the recordings. It is stressful and frustrating, I have no time to keep dealing with this! I hate all the problems on this car.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a 2023 Grecale in February and since then the car has been in the shop several times due to all kinds of issues. I contacted Maserati a few months back and was supported but now just a few months later I am being asked to purchased new tires on a 7 month old car and pay for an alignment when the car was given to me unalignment which was supposed to been fixed a month after purchase. I have had several luxury cars for years and never had to replace brand new tires on a car that only has ***** miles. *** has had to have several repairs only a month after purchase and now this with the tires and alignment asking for $2200. This car was either a lemon or Maserati produced c*** cars and I am having to pay for it. I am not purchasing new ties for a new car!! *** car was purchased at ******** Maserati in ******** **

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Maserati NA has the absolute worst customer service of any consumer vendors Ive ever come across. Their manager of customer service ******* proclaimed that he is the absolute highest level of escalation for customer complaints and refused to disclose the name of his supervisor or provide contact information for someone who handles customers escalations outside of their generic email address. He also refused to put anything that he told me via phone into an email, claiming the information is proprietary. Late 2022, I was told in writing by a Maserati NA customer service representative via email, prior to purchasing my vehicle, that it has a prepaid maintenance contract which runs until September 2023. At the time he told me this, the vehicle was titled to Maserati NA - not the original owner. I relied on this information, which came directly from Maserati NA, and purchased the vehicle. When I took the car into a local Maserati dealership, I was told there is no maintenance contract. I contacted Maserati NA for an explanation and was told that the maintenance contract was cancelled because the original owner of the vehicle requested a refund on it. This cannot possible be true since a) the car was already titled to Maserati at the time I made the inquiry to their corp office and was told the maintenance contract is active and 2) maintenance contracts run with the **** not the owner of the car. I relied on a representation made directly by Maserati NA and they are now refusing to honor the maintenance contract or provide me with any plausible explanation as to why it disappeared from my VIN. I am demanding that they cover my annual maintenance, which is due now, as it would have been covered by the maintenance contract had it not been erroneous lapsed by their organization.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle with ***** miles (second Owner) and vehicle was fine up until approximately six months ago when all the surfaces in the vehicle became sticky. Not sure what was happening, I took the vehicle to a local Maserati dealership. I was told that this is a known defect in the interior coating of the dash board and other plastic surfaces that takes place in warmer climates. I had the dealership take pictures and contact Maserati and I did as well. After a month or so Maserati customer service contacted me and said because the car is out of warranty they could not help me. I asked to speak with a supervisor and was told there is no one else to speak to. My complaint is this is a know issue for years that is due to a defect, Maserati should have to make it right.

  Business response

  03/20/2023

  Dear ****************, 
  
  
  Thank you for reaching out with your concerns. Our decision to decline assistance for your 2015 Grancabrio is based on the expiration of the warranty period. You purchased the vehicle in July 2020, six months after the warranty period had ended. It is now more than three years outside of the warranty period and as such, repairs are not covered.
  
  
  We're sorry that you disagree with our decision. Please feel free to contact us if you have any further questions *************).

  Sincerely,

  Maserati Americas

  Customer response

  03/20/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I am aware of the warranty and when it expired, this is not a typical warranty issue. This is a known problem with this vehicle and only presents its self when in warmer climates. There are many online forums that all have the same complaints but yet Maserati hides behind the warranty instead of addressing the issue. Unfortunately for me the issue did not present itself until after the expiration of the warranty as it has for other Maserati owners. I would hope that Maserati would take some kind of responsibility for their shortcomings with this defect and at the very least this complaint serve as a buyer beware of a company who's only concern is the financial bottom line.
  
  Regards,
  
  ***********************

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is against one of your dealerships in ***** **- Momentum Maserati- how you let them stay in business is a question- see attached for all the details- I am now pulling the car from them and sending it to another dealership due to their inability to operate.

  Business response

  10/17/2022

  It appears we opened a case (******) and made two attempts to contact ***************************** in response to an email she sent with her complaint about the dealer (contact attempts were 10/13 and 10 14). There was no response from her, so the case was closed. We would be happy to speak with ***************************** if she would like to discuss further. The Maserati Americas contact number is: ************.

   

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,I own a 2011 GT that I bought new and have done all services at my local Maserati dealer. I took the car in as it had a check engine light come on, it was related to the thermostat, at the dealership they have informed me I have oil leaking from seals. I understand car repairs are a part of life my issue is that I replaced the same seals less than 3 years ago and the car has less than 50k miles and only a few thousand since the seal replacement which was part of $10k pairs I did at the time. The service rep at the dealership said this is an issue with the parts Maserati uses. It seems unreasonable that I will have to spend 3k every two to three years to replace the same seals because Maserati uses substandard parts. I have been a very loyal brand ambassador not because I was getting anything but because I believed in the brand. I am not really feeling that way right now as I feel like Maserati is using substandard parts that they know will fail. I am pretty frustrated with having to pay another 3k for theses seals after I just paid to replace them just a couple of years ago and have only put a few thousand miles on the car since. I would really appreciate if Maserati would assist in this additional costs to me that I really see as one that should not have happened so soon. If it turns out that I am going to have to do the same repair every two years at 3k each time I cant see sticking with Maserati. I look forward to hearing back from you with a proposed resolution. Oh and it should be noted that I have sent two emails to Maserati with no response!

  Customer response

  01/11/2022

  The vin is *****************

  Business response

  01/24/2022

  We have contacted Mr. ********** and addressed his concerns. There is a case in our system related to his inquiry: 298996

   

  Please let us know if you you need additional information. 

   

  Customer response

  02/03/2022

  [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.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, 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,

  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩