ComplaintsforBentley Atlanta

• Initial Complaint

  01/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is the second time I have used Bentley Atlanta to service my vehicles. The first time I had an issue with the catalytic converter on my 2017 Bentley Bentayga. I had to argue with the service manager ************************* about who was going to pay to ship the vehicle to her since it was a warranted repair. She refused to pay for the shipping and it is my recollection that Bentley *********, the dealer I purchased the car from paid for the shipping. She said that they did not believe the catalytic converter was the issue after I informed her that I had the code read here in ********** and it was a faulty catalytic converter. When they got the car she said indeed that was the problem and they kept my car for almost 2 months saying that they had to order the part from *******. When I finally got my car back, I drove it approximately 3 miles and the Check Engine light came on. It was the same issue. I called and this time they paid to have the car shipped to them. This time they kept the car almost a month. When I received it back after that repair it was repaired. I asked her why they didnt check the vehicle before they sent it back to me and she said they did. So much for that. After that I sent the car to Bentley ******* for service and was happy with them. I then traded for a 2020 Bentley Flying Spur. I had some warranty items that needed to be repaired and since I was attending a concert in Atlanta on Nov 4, 2023, I called ******* in October 2023 and scheduled the repairs. I furnished her a list of repairs which were 1) ******** missing latch 2) Rear shade inoperable 3) Rotating screen not operating correctly 4) PDC fault 5) Drive system fault 6) Rattle in front 2 doors 7) Brakes squeal in reverse Additionally, I called her the next day and told her about a loud ticking noise coming from the engine. I was called later and told that the car needed a brake job and an alignment. I told her to do the alignment, but not the brake job. When I received the car back, only items number 1,2,4 and 5 were complete. Also the car had a noticeable vibration at 70mph that wasnt present prior to them performing the alignment. Also the car had not be cleaned and had leaves and debris from sitting outside. I want Bentley Atlanta to pay shipping round trip to Bentley ******* and any charges necessary to effect the repairs that they did not complete at all or satisfactorily.

  

  Business response

  01/10/2024

  In response to this complaint:
  ********** purchased used cars that had issues from another dealer. The first car had a 3-year unlimited miles warranty. The car was out of that period. Bentley Motors will not pay for shipping on a car out of warranty. It appears that ************ was expecting us as the repairing dealer to cover his shipping.  Our service manager was communicating with ************ regarding this matter.  The selling dealer finally agreed to get the shipping taking care for *************  This was not up to Bentley Atlanta to pay any shipping on a car we did not sell, however we would be in position to help the customer setup shipping.

  When getting parts from the Bentley Motors and having to pull an engine there are sometimes delays with parts coming from *****, *******. On top of that it is 40-hour labor to pull and engine, plus go through tests to verify to the manufacture that a convertor is failed. Bentley has to give us authorization to replace certain parts. They did not have enough proof of the failure of the catalyst first visit, after further test that we absorbed internally. The convertor was approved second visit.  This is a process. When a customer purchases a used car from another dealer this does not mean the repairing dealer is responsible for the car the logistics expense.  Our goal is to resolve issues that *** be occurring with the vehicle along with the support of Bentley Motors.  It is in our best interest for guests to have a good experience with our dealership.

  On the recent car it was trim pieces that take time to receive from the factory. Rattles that are sometimes hard to find and also not covered under his warranty. Some items were not covered under warranty like brakes the guest did not want to pay for these things. He had to go to his selling dealer who originally declined any repairs. This was also time consuming. This car still needs work. we did correct items and items were declined #7. #6 is rattles very hard to identify on cars. We also need to be able to duplicate and take videos of issues # 3 (rotating screen) this never acted up while the car was here, no faults stored.
  As we see the repairs were complete
  #1 ******** REPAIRED trim piece from *****.
  # 2 rear shade REPAIRED trim piece *****.
  # 3 rotating screen could not duplicate no faults stored cannot repair something that is not duplicated.
  # 4 Pdc replaced part REPAIRED.
  # 5 Drive system fault repaired same as # 4 REPAIRED.
  # 6 rattle in doors not covered under warranty very hard to determine if we heard same noises.
  #7 Brakes DECLINED by guest no repair completed DECLINED.
  Customer spoke to manufacturer, and they will not pay or participate in shipping either. Currently, he has roadside on his current vehicle that he can utilize for items that would deem to be covered up Roadside assistance. We offered to ship his car back to our facility for further to address his concerns and return the vehicle back at our expense.  He refused to let us get the car back to recheck his concerns.  It is impossible to try to complete a repair without seeing the car again. We did ship the car back to the guest and also provided an Enterprise rental. On a vibration at 70 mph we would need to see the vehicle again, this has nothing to do with alignment. Our techs normally don't test cars over the speed limit; however, we are more than welcome to have another look at the car for *************  Every car is cleaned, service wash. Not a detail. There are trees around the dealership.  We can have the cleaning addressed as well if ************ if open to letting us pick up his vehicle.

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