ComplaintsforVan Nuys Alfa Romeo Maserati

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from them based on information they gave me about the vehicle options. Shortly after, I found out what they told me was false. I contacted them and an employee named ***** acknowledged the mistake, then denied it the next day. I paid over $4,000 more than what I should have been charged, and over $7,000 more than the vehicle I wanted that they told me was not an option, but it is. On 12/1/23 at 1:53 PM, the Manager ***********************************, ******* me indicating I could return the vehicle, see attached. So, I immediately made a deal for the same vehicle at another dealer. Then at 6:57 PM that same day, after I had already made a new purchase, Petros ******* me saying, "...I will not be allowed to cancel the deal...", see attached. All communications were documented in writing, now I need to pursue them for Breach of Contract.

  Business response

  12/17/2023

  hello, this is for the alfa store

  Van Nuys Alfa.

  but we will pass along the concerns to them.

  Thank you 

  Customer response

  12/19/2023

   
  Complaint: 20949531
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Certified pre owned 2020 Alfa Romeo Stelvio from *** Nuys Alfa Romeo (formerly Russell Westbrook) in October 2021. The car had roughly 12k miles, was in perfect condition, with a clean accident free Carfax. The dealer shipped to *******, where I live. Ive since driven it 14k miles in two years. The car has been serviced and maintained meticulously. 3 months ago, I pulled into a parking lot for lunch, the car stopped, steering wheel locked, went into park, began smoking, and caught on fire. The experience was horrific and traumatizing, had I been on the highway or even street, I would likely be dead or at minimum severely injured. What made this experience even worse was the utter failure from the manufacturer to address the matter in an ethical way, and the inability, after weeks of requests for paperwork and information, for any response from the dealership. I left dozens of messages and called daily. It wasnt until I threatened legal action, that the ** stepped in. The larger disgrace (unbeknownst to me), is that the manufacturer and the dealer were fully aware that there was a starter fire issue relating to potential catastrophic injury, and a recall was in affect on my exact make and model. Had I known, I never would have purchased this vehicle. One month and 20k + dollars in damage repair later, the car sits in my driveway. This was indeed a starter fire, the computer, starter, battery, condenser, wiring, AC, and various electrical and wiring elements were burned.The idea that I would ever want to step foot in this vehicle, let alone drive it is ludicrous. It was a traumatic and stressful event, that could have been deadly. The assumption that I, in good conscience, could sell it to another human being is wrong. The fact, that any business would willfully and knowingly sell a vehicle with recall history, that later catches on fire, and not reimburse the purchaser is despicable. I will be pursuing this matter in litigation.

  Business response

  11/07/2023

  Hello ****,

  I am sorry to hear about your experience with your Alfa and i am glad you are ok. Unfortunately we won't be able to refund you for the vehicle as we do not make the vehicles. I would recommend you reach out to Alfa corporate office and let them know about what happen and they will point you to the right direction to address your concern. 

  Thank You 

  Customer response

  11/09/2023

   
  Complaint: 20825220
  
  I am rejecting this response because:

  This dealership knowingly and willfully sold me a car labeled as Certified pre owned without doing their due diligence and ensuring the car was checked for the specific recall of ****** vehicles related to ignition fire. Absolutely the manufacturer has clear liability but the dealer does as well. Both parties were fully aware of the pre-existing issue of fire with potential catastrophic injury related to a recall. The dealer had a fiduciary responsibility to address that recall in service and inform me if this wasnt addressed. Considering the fact that the car spontaneously caught on fire and I could have died or been severely burned, its an abomination that I should not be offered some form of credit or replacement by this dealership. I will therefore, let the courts decide. 

  
  Sincerely,
  
  *****************

  Business response

  11/09/2023

  Recalls from manufactures are vin specific and at the time of sale your vehicle had no open recalls. All recalls if any are completed before sale of vehicle. 

  Customer response

  11/14/2023

   
  Complaint: 20825220
  
  I am rejecting this response because:

  As stated - my vehicle caught on fire in a parking lot and could have killed me. I NEVER want to go near that car again. ****** vehicles were recalled with specifics related to starter ignition fire with risk of catastrophic injury. Since that is exactly what occurred with the vehicle you sold me, clearly you dropped the ball when you deemed it certified This isnt exactly a mass produced vehicle, so ****** is a problem. 

  Furthermore, the complete lack of response and cooperation from the dealership when I called multiple times and sent emails for simple paperwork with zero response, server as further example of your complete and total incompetence and unprofessionalism. 
  

  This entire experience has been a disaster and I would suggest any consumer RUN. If a dealer doesnt step up when the Certified car they sold you explodes, find another car and dealer. Shame on you ! 

  
  Sincerely,
  
  *****************

  Business response

  11/21/2023

  Hello, Again at the time of sale the vehicle was recall free. If you have any other issues or concerns regrading the any recalls from the manufacturer you need to reach out to them. All recalls are vis specific.

  Thank you 

  Customer response

  11/30/2023

   
  Complaint: 20825220
  
  I am rejecting this response because:
  
  You sold me a car that exploded. A car that was certified and pre owned through your dealership. A car that frankly could have killed me. 
  

  Of course this is a disgrace and the manufacturer bears responsibility. You as a dealer also bear a responsibility. 
  

  Your complete lack of response to multiple phone calls, emails, and messages for simple paperwork made an already horrific situation far worse. Your total lack of communication and basic professionalism was an abomination. 
  

  I would recommend that anyone RUN away as far as possible from anything to do with your dealership. 
  

  You have zero problem taking a sale, but anything further or even a response after the fact doesnt happen. 
  

  Shame on you !!!!

  
  Sincerely,
  
  *****************

  Business response

  12/01/2023

  Hello ****,

  I'm not sure what else you would like me to say. Again at the time of sale the vehicle was recall free. If you have any other issues or concerns regarding the any recalls from the manufacturer you need to reach out to them. All recalls are vin specific.

  
  Thank you 

  Customer response

  12/01/2023

   
  Complaint: 20825220
  
  I am rejecting this response because:

  Once again theres zero acknowledgment relating to the fact that I couldnt even get a simple email or call response after weeks of requests for paperwork that went ignored. It wasnt until I literally had my attorney call your dealership that someone actually contacted me back. No apology, no basic professionalism, zero accountability, and abominable customer support. 
  

  If thats what you consider any level of customer service or communication, then you have no business whatsoever servicing or representing any brand or business ever. 
  

  As stated, my vehicle exploded in a parking lot almost killing myself and my passengers, including a child.  A certified vehicle I purchased from your dealership. The same vehicle that had 11,200+units recalled for ignition starter fire, with potential catastrophic risk ( EXACTLY WHAT OCCURRED IN MY CASE ). At minimum, you could have made this nightmare at least bearable. Instead, you elected to treat a customer like a castoff, by not responding and ignoring them. All this after their car exploded.
  

  I do not need or require any further  response from you. I never received an apology or even the courtesy of a reply to begin with, so why expect anything else from you. 
  

  As someone who owns multiple businesses specifically relating to customer service and social media branding marketing companies, I will make it my mission to warn EVERYONE about your dealership and the  reprehensible way you choose to treat your customers. 
  

  Please do not waste your fingers with further responses. 

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

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details:-May 6, 2023 through June 13, 2023 -Car funded through Chrysler CAP 6/13/2023 about $98,000 -The business committed in several emails to provide a check in the amount $2000 after the car funded; they've ditched emails and phone calls adjudicated to their dealership -New Car Finance Purchase -No, the dealership has not taken any actions as promised to resolve the matter within same day or next day: Today make two business days since car funded.-Application Number: ********* (Dealership and Chrysler CAP) -Sent documented texts and emails nobody has followed-**, in fact they're silent: Only resolve cut promised check ($2000) request from ******** in finance or unwind deal for new car of choice (please see attached emails promising $2000) and verbalized RECORDED conversations with Bank (Chrylser Cap)

  Business response

  06/19/2023

  Hello. My name is ***************, I am the sales operations and customer relations manager.This customer has been extremely aggressive and unreasonable with our dealership employees. She incessantly calls our dealership and uses profanity and derogatory terms towards our employees. We have been nothing but courteous to her and offered her a goodwill gesture to powder coat (black aesthetic design) her rims at our expense for the inconveniences that were experienced as part of getting a difficult loan funded through the bank. There is nothing in the due bill or retail contract indicating the payment or promise about powder coating the wheels, tinting the car or blacking out the badges, nor was this ever promised or agreed to prior to the funding delays. The car being financed is in the amount of $47.746.65, not $98,000. The email attachment is between the client and our finance assistant, who is responsible for getting deals funded through the funding source. She holds no authority to approve money going out or in unless specified by a manager to collect a down payment in the event of a bounced check. Goodwill gestures, compensation and reimbursements come through management as our Finance Assistant mentioned. We cannot give money to her directly as it would go against the contract we have in place with the funding source, but we are more than happy to make good on our goodwill gesture to powder coat her wheels. We have reached out to a shop for $700 estimate (approximate) to powder coat her wheels. We would be glad to pay this amount to a company of her choice that provides these services. 
  
  
  This offer is good for 30 days from today, after such time, our offer is no longer valid.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Turned in my leased vehicle on march 4th. Alfa Romeo said they were purchasing it from me and I was owed $1,500.00 - $2,000 in equity. They informed me I would receive the check and my paperwork in the mail in 3-4 days. I had to follow up several times because the car was still showing in my name with the bank a month later (April 3rd). When I call they continue to reassure me everything is fine. Everything is NOT fine. I finally asked for a tracking number for the check they sent to the bank. The tracking number shows it was sent a MONTH after I dropped off the car. ***** tracking number: ************ - this shows label creation 4/3/2023 and NOT the day I turned it in which was 3/4/2023. As of today, 4/25/2023 I STILL have not received a check for the money they owe me. They have robbed me of $2,000. This is a terrible business of complete frauds.

  Business response

  05/09/2023

  The positive equity in question totals out to $1,476.50. We sent out a check (#******) and it was deposited on 4/28/2023. I have also emailed her copies of the contracts she signed.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12-1-22, purchased a 2021 used vehicle. I put $6000 down and financed the renaming. I went through the Costco auto buying program, and had scheduled an appointment prior to arriving. With the Costco program, I am to receive the Costco Member only pricing confirmation on the Costco letterhead. I asked several times, and was told that they do not provide such a thing, since I purchased 10 years ago with Costco I know how everything works. I called the following day on December 2 to Costco and they did say the dealer was supposed to show me the Costco member only pricing which they did not. Also, the sales rep told me the GPS was installed and did not tell me it was an option. I stated I did not want GPS but he said that it was already installed and I paid $999 for something I did not want only to find out when I get home I received an email saying that I purchased a subscription service. I have called the dealership and Costco has called the dealership. No one has sent over the Costco agreement so that I could see what the price that I was supposed to pay for this vehicle. In addition, I realize they did not give me any paperwork that I signed other than the financing agreement. I found out they are supposed to offer me an option for a two day cancellation, I was never offered that only told that there is no cooling off in California, but never offered an option to purchase a cancellation . I am very dissatisfied with the service, and no one has returned my call or replied. Tomorrow is day two and I am considering taking the vehicle back.

  Business response

  01/10/2023

  Business Response /* (1000, 5, 2022/12/12) */ We have acknowledged our mistake in not providing the costco member pricing sheet on this particular transaction. Due to a medical emergency that our costco certified rep was having she had to leave work unannounced. The only other representative I had was not Costco certified and forgot to provide a pricing sheet. I have since voided the transaction and have taken possession of the vehicle back. I am having the finance manager email the signed copies of the documents she signed during the initial transaction. I have spoken to the consumer directly when she was here in person and thought we had amicably come to a resolution. Consumer Response /* (2000, 7, 2022/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) This report was filed with BBB prior to me returning the car. I had called several times with no response and I decided to go into the dealership and return the vehicle. I however have never received the Costco price sheet even after asking when I returned the vehicle.

• Initial Complaint

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car had a engine failure so I contacted the russell westbrook maserati and they told me to tow the car to their service center so they take a look at it. They confirmed that it was an engine failure and that i needed a new engine. So i went to my warranty and the process took about a month. I towed the car to the dealer in November of 2021. After my warranty paid for the engine, and they replaced the engine, i went to pick up the car on December 16 of 2021. I noticed that the windshield was fogging up from the inside and the inside of the car was wet. I also noticed as i was driving back home from the dealer, that the leather from the passenger door and the dashboard was coming off. And so i was i took pictures and sent it to them and they said they'll get it repaired for me as it was in good condition when i took the car there. In January of 2022, they said that they found an upholstery vender but they haven't done this specific job so they will get back to me once they figure something else out. Two different service agents said that they spoke with the manager, **************, and will get back to me. One week later I messaged them again as we are communicating on their company messaging, there was no response. I tried messaging a few more times and again no response. Due to being very busy, i was unable to drive there to talk to them. Today i was able to go talk to them and the manager, **************, told me that I waited for a long time and they can't do anything about it even though i showed him the pictures i sent to the company and the confirmation i got from them that it will be fixed and i should wait for further instructions. I have all the conversation with them that states that the service agent spoke to him and I should wait for further instructions from Joe but he still claimed that he has no knowledge of it. I tried to fix it myself but it requires replacement of parts per upholstery company. Very expensive. I don't know what to do now.

  Business response

  01/31/2023

  Business Response /* (1000, 5, 2022/10/14) */ Regarding**************. The client came back to the dealership 10 months later and showed me the door panel was in the trunk of the vehicle. This was the first time I even heard that there was a problem. I realize people are busy but the phone works 24/7. The client claims the windows were fogging up when he left the dealership then why wait 10 months to come see the manager or even call. this is a 6 year old vehicle and unfortunately it is not covered under warranty. The vehicle has a service contract however it does not cover cosmetic defects. The Client claims that he tried to fix it himself. Why would you fix something yourself when you claim it was the dealerships fault. How can this dealership damage the upholstery on the inside of the vehicle when we replaced an engine? Consumer Response /* (3000, 7, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was able to physically drive there on Sep 30, 2022, after I tried contacting and communicating with the dealer on their company service messaging on *************** Which has been the main source of communication up to this point as I have all the conversations to prove. On Dec 16, 2021, when I was picking up the car, I noticed that the car windshield and windows were fogging up from the inside the car at the dealership and noticed the right forward passenger door panel leather was disbanded from the door panel at the time. I showed it to *****(service rep)at the dealer and was informed that it will be fixed, I will be notified when to bring in the car. As I was driving home from the dealer, I noticed that the leather on the dashboard was also disbanding and took a picture of it and sent to ***** and asked her to confirm that she got the pictures. She did conform and informed me that she "will show him as well"(*** the manager). On Dec 17, 2021, I was informed that they are trying to get a date for me to go in, and that reached out to a upholstery vendor to fix the door and dash. Dec 22, 2021 I messaged the number again as I didn't hear anything back, and ***** informed me that the vendor is completely booked until after Jan 1 of 2022. On Jan 5, 2022, I messaged again and it said they are closed and will get back to me when they're open. Jan 7th, 2022, I messaged again because they didn't get back to me and again no response. Jan 10, 2022, I messaged again and******(service rep) responded. I explained to him what was going on and he said "ok let me check with *****".****** got back to me on Jan 12, 2022 saying he spoke with the upholstery vender and unfortunately he is unable to fix the panels as he has never done that with these cars specifically.******(service rep) also stated in that same text that, "I SPOKE WITH ***(MANAGER) REGARDING THE ISSUE. WE ARE TRYING TO GET THIS RESOLVED AS SOON AS POSSIBLE. THANK YOU FOR BEING PATIENT WITH US. AS SOON AS *** GIVES ME ANY MORE INFORMATION REGARDING OTHER VENDORS TO FIX THE DOOR PANEL. I WILL LET YOU KNOW". Jan 19, 2022, after I didn't hear anything back, I messaged again and no response. On Jan 28, 2022, I messaged again to fallow up, and no response. On July 1, 2022, I messaged again and no response. On Sep 30, 2022, I finally called and asked if the manager was there and they said yes, so I drove there to see ***. *** said that he has no knowledge of any of this and why did I go 10 months later. Clearly, as I even have all the conversation and will submit it with this, I have been trying to get in touch with them but they have not been responding. I asked ***( manager) if the number I have been using for the communication is current, he confirmed that yes it is. After talking to *** face to face, I got a feeling that they don't want to fix it on Sep 30, 2022 and so I drove to a upholstery myself to see how much it would cost me to get it fixed. The upholstery informed me that the leather has shrank and it needs to be replaced. Can't be fixed. I called to get an estimate on parts and it came out to be a little over 15k. The estimate was from a Maserati dealer. As far as the door panel, I installed something similar but different for the time being, until my original door panel was fixed or replaced. Again, I tried to contact the dealer multiple times in a few months, and no response. I don't know what they did or how the leather started disbanding while they were changing the engine, but I know that it was a very cold month and raining, as you can see in the pictures as well, on the day that I picked up the car. my guess would be that as the car was parked there for a month with, they left the door open. But again, it's not for me to make assumptions. All I know is that the car was in good condition when it went to the dealer for service and when it came out of there, it had this defects. You can see how over time the leather on dashboard and door panel got worse. I will be submitting all the conversation with the dealer and pictures. It's sad to see a big dealership like this trying to overpower a customer because they feel like they can and have a lot of resources at the disposal. Business Response /* (4000, 12, 2023/01/11) */ Hello again. I stand with the previous response that 10 months have passed and that the Client "tried to fix it himself". My question is why wait 10 months and why try to fix it on his own if it was caused by someone else. Also the door panel was off the vehicle when the customer showed up 10 months later. I apologize but we cannot be responsible for this concern.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle in July from this dealership. I currently live in Phoenix, Az so I flew into Van Nuys to purchase my car from this dealership. The salesman gave me a day pass to cross over state lines to purchase registration in Az; as he advised me it would be cheaper. Upon arriving to Az I registered my vehicle. Last month I received a letter from CA DMV which included CA registration for the amount of ******** I was shocked once I received this so I called the CA DMV for clarification. They advised me in fact the dealership had charged me for CA registration when I purchased the vehicle. Therefore I paid for 2 registrations, when I was told to purchase my registration in AZ. I've called the dealership 6 times already and everyone is giving me the run around. I've left numerous messages and voicemails for someone to return my call in regards to this issue. I've asked for managers and no one ever passes me the phone, I've been hung up on as well. I'm unable to walk in and get this resolved as I live in a different state. I need to be refunded for this CA registration for the full amount of ******* as this was never mentioned when I purchased the vehicle.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/07) */ I spoke to the client yesterday after reviewing the review and our records. Our documentation and the retail contract itself shows that only a $39 transfer fee was paid by the client. The $744 she is referring to the expired registration that was due on the vehicle which is a fee we paid. The receipt went to her, I believe in error from DMV, simply because she is now the registered owner. That receipt should have came to us but we can always pull one electronically. I went over every line with the customer on the retail contract to ensure that she didn't double pay her registration fees.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was taken advantage of by predatory lending practices at Russel Westbrook Alfa Romeo. I brought a $15000 down payment for a $37000 car. I was misled and made to sign off on several charges such as a $10000 financing charge. Also I was made to sign a writ of no cancelation stating that I cannot return the car no matter what.

  Business response

  10/21/2022

  Business Response /* (1000, 5, 2022/10/03) */ Contact Name and Title: ******** Contact Phone: ************* Contact Email: *************************** Customer is stating we misled him on $10000 financing charge which is the interest due on the principal balance for the loan of 72 months. That 10000 is what he would have to pay if he only made his minimum obligation to the bank. I explained this to him multiple times in great detail when he revisited the dealership. We do not have our own bank that gave him the interest rate so we cannot dictate what he would have to pay in interest for the loan. We provide the service of getting financed through other lenders which the customer accepted at the time of sale. The writ of no cancellation is a ********** law that states "no cooling off" period. He was given the option to cancel the loan and return the vehicle within the next 3 days if he chose to buy the contract cancellation option, he refused to buy it. The best I can offer is to buyback the vehicle at market value but I cannot cancel a contract simply because the customer is now stating the finance charges are too high or possible buyer's remorse.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2019 Jeep Wrangler from this dealership in October 2020. This sale included an ELO GPS package of $1,299. I sold this car on July 11, 2022. I reached out to ELO GPS to process a prorated refund and they told me to contact the dealership. I contacted the dealership and was told someone named ******* is the only person that can assist. I have since left SEVERAL messages for ******* to contact me and i have not received 1 call back.This dealership is withholding a prorated refund that needs to be processed ASAP.

  Business response

  12/12/2022

  I have spoken with ******* personally regarding the *** Gps and have notified her that this isn't a product that can be cancelled with proration. This is a front end product that is a part of the vehicle. This is a dealer installed accessory that she could have negotiated at the time of sale not 2 years and 2 months after she has taken delivery of the vehicle.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yes, I was looking for a Car a Mercedes Benz 2018 e400 . So I went online and I found a Car in the car at *************************************************************************************. I noticed the e400 was a lot lower than market value so after all the added fees the price went up to what ever other dealer was Selling this Car For , So reluctantly I signed a Email Agreement , but the I called and Talk My salesman **** ****** And I also Talked to ***** the Sales Manager. I was told as long as I have not taken possession of the Car the is No problem They would cancel the contract. I asked the Sales manager To Please e-mail the Confirmation . I never got the cancellation confirmation. So I never took possession of this Car or any paper work Either. I found out about this non cancellation because I am still looking for a a and the dealership I was tring to get a Car thru Can tried to get financing thru a bank and the Bank told the dealer I have a open loan , which I dont . So at this point the loan was never canceled by Russell Westbrook Alfa Romeo. So I did talk to this Finance Company and I was Told the first Payment on this car that will be due May 14 2022 , I never took Possession of this Vehicle , and this Car Was never shipped to Me.

  Business response

  05/25/2022

  Consumer Response /* (2000, 9, 2022/05/23) */ Yes the issue was resolved . Thank You.

*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. ↩