ComplaintsforNaples Luxury Imports
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Complaint Details
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Initial Complaint
07/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I brought my brand new Bentley in for a very expensive regular maintenance service. Bently insisted that they replace the batteries in the keys which we brought up to them on several occasions. As it turns out they did not replace the batteries and we are now left stranded in the car unable to start. When we brought this to Bently motors attention they blamed us as the customer and insisted that it was a low battery and not their fault. They repeatedly denied their mistake and not replacing the batteries and we are now stranded with a brand new Bentley. They push the problem back to the customer rather than taking responsibility. The sales staff is very courteous put the post cell service and follow up is deplorable. I would suggest using another dealership.Business response
08/22/2022
Business Response /* (1000, 5, 2022/08/05) */ It has been 3 months since the vehicle had any service or repairs completed at Bentley Naples. The last visit consisted of water pump replacement, transmission software, 4 tires/alignment and an annual maintenance (including key battery replacement for the only provided remote control). This past week the vehicle owner called his Sales consultant late in the day on Friday and stated there was a unknown starting concern. When the message was conveyed a Service advisor promptly called the client back to discuss the concern, he explained to the client that we would gladly take a look at the vehicle, however a proper diagnosis for a starting concern could not be completed without the vehicle present. As the vehicle was over 3 hours away from the dealership any local pickup services would not be feasible, so the service advisor first and foremost offered the services of Bentley 24 Hr. Roadside Assistance as well as a few quick ideas to test before that such as placing the key in the vehicles' emergency docking station, testing via their other known good vehicle key, initiating a system reset, or even jump starting the vehicle. In the days following, both the sales and service managers have reached out to the client to follow up numerous times, but the client's cell phone goes directly to voicemail and a message returns stating the voicemail box is full. The client has also been emailed in attempts to start a dialogue about his concern, but has not returned any calls or messages.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.