ComplaintsforLamborghini Newport Beach

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2021 I ordered a Lamborghini Huracan *** Base 2WD from Newport Beach ***************** DBA MCLAREN NEWPORT BEACH, LAMBORGHINI NEWPORT BEACH. It accepted a $20,000.00 deposit and we spec'd the car. In no time since the order and slated delivery date did it initiate any correspondence with me, but did respond to an inquiry I recently made when I was to have taken delivery of the car, scheduled for April 2023. I was told at that time, 16 months after it accepted my deposit, that the factory had overcommitted to taking orders and was told, 'They are advising us to have depositors of the *** to switch to the Tecnica.' This statement and conduct, to me, seems to be at odds with ***. Code Regs. t** 4 ******, parts f and g and I would like to know if you agree. I have a record of every e-mail correspondence since the initial order was placed. I have received my deposit back, but that has never been the issue. I want what I ordered.

  Business response

  07/07/2023

  We value each of our customers and are grateful for the opportunity to respond to Mr. ********* complaint.  We strive to offer the best service and experience, and we try our best to make sure that every new client gets to enjoy the buying experience and ownership of a luxury and limited vehicle such as every Lamborghini. 

   

  Before filing this complaint, ******************** had been in contact with our sales team and also Automobili Lamborghini in ***** (the manufacturer).  ******************** signed a purchase order and placed a deposit to purchase a Lamborghini Huracan Evo.  We had every intention of selling that vehicle to *********************  The incident described in his complaint is the result of forces that were outside of our control, and is definitely not the result we intended for ********************, nor any other existing or potential new client.  Signing a purchase order for a Lamborghini, however, does not guarantee that a vehicle will be built by the manufacturer and delivered to the customer.  Unfortunately, this is what happened in Mr. ********* case.

   

  The Lamborghini Huracan Evo had been in production since late ********************************** ******* in 2020.  It was originally scheduled to continue production in 2022 and maybe longer.  As we are all aware, vehicle supply of all vehicles in the world has been severely impacted by supply chain limitations that began with the ******19 pandemic in early 2020 and have been influenced by other world events.  Lamborghini was also affected, as production was halted for over 3 months and we are all still suffering consequences from the supply chain limitations today.  For example, the actual wiring harness of the vehicle in question is actually produced in *******.  This, of course, has had an adverse effect on Lamborghinis ability to fulfill orders.  We are an authorized dealer for Lamborghini and, together with the ** importer (Automobili Lamborghini *******), and Lamborghini Headquarters in ***** (where vehicles are manufactured), have been trying to manage the continuous supply challenges.

   

  The manufacturer has been constantly trying to supply all requested vehicles, but it is our understanding that some critical decisions on product definition and supply had to be taken in order to guarantee production and business sustainability in a challenging and unpredictable time with consequences that are outside anybodys foreseen planning.  In this case, the manufacturer has gone through the process of changing the lifecycle of their offering and eliminated complexity to maintain their production facility active and sustain the business.  In this situation, the exact model, type and level of specification desired by ******************** was one of the models that the manufacturer has decided to stop assembling and offer at the worldwide level.

   

  At the time of taking Mr. ********* order, the situation was very unclear and fluid, from our side and from the manufacturer side.  We follow the manufacturer and importer policies which require every potential client and order to be validated only with a deposit (fully refundable) and a signed purchase order.  This does not guarantee the delivery of the vehicle but only the serious intention by the client to purchase a Lamborghini.  This information if transmitted to Lamborghini in order to evaluate the real demand of the product and adjust their production accordingly.  In a challenging economic situation like the one we lived in the last 3 years, the manufacturer has made any possible attempt to supply every vehicle requested but there have been times where unfortunate decisions to reduce production had to be taken.

   

  During this time of uncertainty, we had been trying to understand the timeline changes of Lamborghinis product offering in order to keep our clients updated.  The situation presented to us was constantly evolving and uncertain, and we did our best to keep our customers informed even though the constant fluidity of the changes made that difficult at times.

   

  The bottom line is this: unfortunately, the vehicle ******************** requested has completely terminated by the manufacturer and is completely out of our dealerships control.  This being a decision that came from Lamborghinis Headquarters involving the supply chain from over 50 countries, I can assume the vehicle is not going to be offered to any clients worldwide asking for it.  ******************** is one of many other clients who found themselves in the same situation and we can only offer them what the manufacturer offers and try to manage the changes and limitations they have to deal with in this global economy.

   

  As directed by the manufacturer, we offered our clients an alternative product and some clients accepted, while others decided not to proceed with the ordering of a Lamborghini.  This situation has also been very damaging for us.  We do not want to lose clients and revenue on sales, but we have been facing a number of challenges since 2020 and are doing everything in our power to mitigate the disappointment to all our clients.  While we regret that ******************** remains dissatisfied with his experience, we have already made every reasonable effort to resolve his concerns.  We therefore respectfully request that the BBB close Mr. ********* complaint.

   

  I am happy to give further insight upon request.  Please do not hesitate to contact me directly if you wish to speak about this further.

   

  Thank you for your help and support.

  Kind regards.

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

   

   

   

  

   

  Kind regards, Distinti Saluti

  ***************************** Dealer Principal 

   

  Lamborghini Newport Beach

   44 **************.

  ******, ** 92618

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

   

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

  www.*******.com

  
  @LamborghiniNewportBeach

  #LamborghiniNewportBeach

   

  Customer response

  07/19/2023

  Dear ****,

  I'm pleased that after 18 months, BBB was able to exert its authority and generate a response from the dealership owner. 

  I patently reject the dealership's statement, 'we did the best to keep our customers informed'. As can clearly be seen by the e-mails dated December of 2021 through to the slated April '23 delivery date, I was never informed of any delivery, or manufacturing challenges. The lack of communication precluded me from requesting my deposit back at an earlier date in order to pursue other viable opportunities. I find the passage of 15 months before learning something the dealer presumably knew much earlier, unacceptable. It knew at some point that it was not going to deliver me a car, but it never communicated that! While the dealership may believe there were valid reasons for its inability to perform, it never once shared them with me.
  

  Due to this information void, I lost out on the opportunity cost of deploying elsewhere, the liquid assets set aside for the full purchase price of the ordered vehicle. If not for me asking on the first business day of the delivery month, (April '23), what the delivery process would entail, I'm not sure I would have heard anything, which suggests to me, that the dealership may have completely lost track of my order. To a common man, it seems reasonable that a customer tendering a $20,000.00 deposit should expect some sort of notice, written, or oral, initiated by the dealer, but no such communication was provided. 

  Given the stated manufacturing issues, did Lamborghini Newport Beach not deliver any 2023 Huracan EVOs? If it did, how many of those delivered were ordered after my order placement date of December 6, 2021?

  Statement: 'we have already made every reasonable effort to resolve his concerns.' If by reasonable effort, its being suggested that I was offered the more expensive Tecnica, I reject that as being reasonable and in fact, it appears to be at odds with California Code Regs. title 4 1304.1. 

   

   

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