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Discussion Starter #1 (Edited)
Am i a spoiled brat or what? I need to get my '02 GT Coupe serviced at Ferrari/Maserati Bev Hills in Santa Monica. They told me they stopped issuing loaner cars in October. Seriously... i dont think it's too much to ask to get them to give me something to drive while i'm paying $1000 per service. There are also several things wrong with the car that are covered under the warranty. Why should i be inconvenienced for their defective car? What's the norm around the country?
 

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just don't go to Beverly Hills, period, THEY SUCK!!! They over charge and will not treat you respectfully unless you go there in a Ferrari.
 

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You got a service appointment at FMBH? Wow...every time I call they tell me it's a 6 week wait minimum. Owning that dealership is basically a licence to print money--they've got no incentive to give good service.

The Auto Gallery in Woodland Hills is not bad. If you have any mechanical difficulties they fix it right away, although if you go in with a broken power auto ashtray emptier mechanism motor they just kind of shrug their shoulders and go "yup, it's broken." You can get an appointment within a week as far as my experience has been. No loaners but there's a Hertz onsite and an Enterprise across the street.

I hear Orange County gives loaners but I don't know what they are.
 

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I bought my car from Ferrari of B.H. I found their staff to be pretentious, and their service dep. to be unhelpful. Pretty sad.
 

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Calabassas is not bad

Auto Gallery is o.k. Gary (service advisor) is honest, fair, and works real hard. I like him and would recommend him. However, no loaner cars and service ain't cheap. However, I do trust their ability with the cars and they do seem to care that the customer's car runs right (even if it costs).

The owners of the dealership are too busy driving their Ferraris to care whether their Maserati customers are satisfied. The lack of loaners for these cars has pissed me off from day one and may be the single reason I don't buy another Maserati. I mean, a $1000 to $2000 service and they can't loan me a car?

In my opinion, the factory should step up and make their dealers treat us as if we just bought a car for $90K. It is amazing how much loyalty a $50 per day loaner would engender. Hello, factory, are you listening????????
 

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i have similar experience with the lack of loaner cars. the dealer does offer rides and pickups, but it is very inconvenient; let alone i do not want the service ppl drive the QP around town.

they do offer free rental cars, which i hated because i end up have to go to the rental company and do all the extra paper works, plus paying extra insurance.

it really does detract the ownership experience of a maserati when they cannot offer a loaner car on site.

when i take in my BMW, i always get something like a 330i to 325i loaner.
when i take in my Audi, i always get an A4 to a Beetle to the sales manager's A6 4.2.
I am sure if you drive a $100k MB, Lexus, infiniti,... (there is no $100k lexus...) you will get a decent loaner.

may be in the future when Alfa Romeo is back, we will all get alfa's for loaners.
 

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service

i use ferarri maserati of lajolla in san diego
Great service and they do treat you like you have a 90,000 car. Also maserati pays 50/day for loaner if car takes over a day, usually does. I never use it since have other car
 

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I have been told numerous times by my local Maserati service department that, in fact, Maserati does have a loaner car policy, wherein they will pay for a rental car at the rate of up to $50.00 per day for a maximum of five days. Should the car not be ready in five days due to a part being unavailable, that limit is removed. I've personally experienced this multiple times, and have never paid for the rental car. Granted, you're not given an exotic to ride around in, but usually they're premium cars depending on what rental chain you use. FYI.
 

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I recently had my QP in to FMOC. They had to keep it longer than expected because of a delay in getting a part (water pump). I live about 120 miles from the dealership. They provided a loaner car (through a rental agency) at no charge for the entrire period and then returned my car tp me via flat bed tow truck and hauled away the loaner at no charge.

Seems like pretty first class service to me.

Ken
 

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Discussion Starter #13
Cant we write Maserati N.A. to complain?

This is B.S.! I went to the web site and cant even find a phone number...

When you go to BMW-- they kiss your ass and make you feel like a real customer. The service reps depend I used to go to would go to any length to make me happy. I used to have to rate every experience i had with them...and that's how the rep got his bonuses.

Obviously there is no incentive for these guys to do any hard lifting... FMBH doesnt have an open appt until the end of February! This is ridiculous. My car is worth $100K, and they're treating me like I'm bringing in an '89 corolla.
 

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cueball123 said:
...Obviously there is no incentive for these guys to do any hard lifting...
why would they?! it is the 90210 we are talking about here. The last time they screwed up I gave the rep. all 1's on the JD Power survey, I did get a call from their service director afterward but nothing's changed and the rep. hates me now. It's been almost a year now and no one has responded to either my letter or message at FM headquarters in NJ. Just stay away from those those arrogant bastards. Oh and stay away from Maserati of Pasadena as well. They are the reason why my spyder is blue instead of yellow.
 

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Discussion Starter #15
I think we can do something about this issue

Anyone willing to write a letter to Maserati? I think if we can get 10-20 names on that letter, we can make a difference. We can even put our VIN #'s on that letter (so that they know we're not a bunch of bullshitters). We can state that we are disgusted by the level of service that is available to us. I for one would re-consider buying another Maserati.
 

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FWIW I just received a letter in the mail in response to my recent Serivce

It is from James Selwa President of Maserati NA

they want me to call 1 888 554 6522 between 8am-7pm PST or visit
www.surveynetwork.com/maseraticsi

you do need a code to provide a response (code I assume, relates the survey to the particular service call)

Problem is, my recent service Maserati of Mill Valley was great, my prior service there was terrible, plus my attempt at getting service at FM of Silicon Valley was the Most horrendous ever.....

I do have to admit, oddly, once I began dealing with Gino, a Service advisor, instead of Kevin, the Service MANAGER, @MillValley, I have nothing but praise for Gino......

Perhaps, they should promote Gino to Service Mgr??/\


I was also told, and this again is another BEEF, is that at FM MillValley, they provide loaner cars to those who are Original owners, not 2nd or 3rd owners....that would be fine with me, if that rule was applied across the board....I big issue with me, is that things I hear from other dealers are not excercised consistantly at other locations
 

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cueball123 said:
Anyone willing to write a letter to Maserati? I think if we can get 10-20 names on that letter, we can make a difference. We can even put our VIN #'s on that letter (so that they know we're not a bunch of bullshitters). We can state that we are disgusted by the level of service that is available to us. I for one would re-consider buying another Maserati.
i'm in...where do I sign?
 

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Mill Valley (FM of San Francisco)

I've used them once now, after being thoroughly disgusted with the service at FM Silicon Valley.

The two biggest drawbacks are the distance - it's about 50 miles away across the Golden Gate and they're REALLY busy. Granted it was Christmastime and having the clutch replaced wasn't minor service, but it took about 3 weeks to get in the shop and get everything done. They were totally up front about the timeit would take and stuck to their promised delivery date.

I amthe second owner so didn't get a loaner (don't actually neeed one as the Spyder isn't a daily driver) but did get the "shop rate" from the rental agency to make the trip back down the penninsula.

I thought Gino was great but I didn't have any problems with Kevin either. What happened with you Demoe?
 

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haha said:
just don't go to Beverly Hills, period, THEY SUCK!!! They over charge and will not treat you respectfully unless you go there in a Ferrari.
Thats strange.

I have been to BH Service about 3 times and they treated me very respectfully. Both Eric and Dikran were very nice. Last time I was there, Eric followed me out to the car. He said they could tell I take care of my car and they find quite a few people dont realize how special these cars are.

I didnt even bother asking for a loaner as I have a beater I use for the beach and places in los angeles where the maserati doesnt go. They always have offered a ride.

I think the entire staff from sales to service is professional.

My friend was getting the run around from other dealships on the quattroporte/neiman marcus edition. FOBH was able to secure a car & have it shipped from the factory. This was a limited edition model that sold out in a few minutes. Only a few were held back at the factory. He was a first time buyer as well. They also advised him that they will pick the car up on a flatbed for service.

If you are looking for a reputable independent in west los angeles, try FX Performance.
 

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beverly hills and silicon valley have are the same owners

i guess that would explin how they have the equal complaints on their service calls. i guess mill valle isnt that after hearing all these horror stories at SV.

i have bought 5 mercedes from autbahn motors and no one can exceed their service, the have truly something that most dealers lack, a respectful service department....
 
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