ComplaintsforZeigler Maserati of Schaumburg

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended warranty for my Maserati Levante back in December of 2020. The warranty was a 5 year ******* mile warranty. There was a human error made by one of the former workers (Gabe). He failed to input my warranty in the Maserati database. In February of 2023, I came in for repairs that are covered by my warranty. I've been given the run around by the dealership for 5 months. They held onto my vehicle for 4 months without repairing the major issues. ******, in finance, tried assisting. ********, along with other members in service, tried assisting, but they kept coming back week after week for four months with the same results of not finishing the repairs on my vehicle. They were even trying to take their loaner back and force me to pay for a rental because of the length of time it was taking them to get the warranty issued and cover my repairs.I spoke with **** in person, and he told him to give a few days, and the issue will be resolved. He also told them to send him the invoice, and all of the repairs will be covered. Right after leaving the dealership, my vehicle was still making a knocking sound. I brought the vehicle back, and they told me it's the transfer case. They made me pay $1300 for the labor, which all of this was supposed to be covered by the warranty.After picking my vehicle up for the 2nd time, I still had the same issues. I brought my vehicle back to the service center, the mechanic who worked on the transfer case that they never fixed any of those issues.I spoke to ******** in the service department and asked him why did they lie to me about having my vehicle repairs fixed. He apologized and said that he was waiting on the warranty. I explained to him that it's 5 months now and my vehicle has not been repaired, *********************** said it would be resolved, and I haven't heard anything from him. I've contacted **** for over a week and left him several voice emails, and he has avoided me.

  Business response

  07/25/2023

  The issues with any applicable warranty come from Maserati - not Zeigler.  **************** makes it sound like it has just been one issue with his vehicle, and that Zeigler has failed to repair it.  The reality is that ******************** vehicle has needed several different repairs.  The transfer case was repaired.  When **************** brought the vehicle back again describing the noise, it sounded like it was likely to be a wheel bearing; however, Zeigler has not had the opportunity to verify the diagnosis because **************** did not authorize the service.  Zeigler remains willing to service ******************** vehicle.  Zeigler tries to accommodate its customers with loaner vehicles when possible, but loaner vehicles are not always available.  

  Customer response

  07/25/2023

   
  Complaint: 20369893
  
  I am rejecting this response because:

  The issue with my warranty
  has not been resolved yet. It's been over 5 months still not resolved. I also was sent back on the road with a vehicle that was not in driving condition after I told them that my vehicle wheel was wobbling. They still said it was safe and insisted on me driving it. Which caused the wheel to almost come off on the expressway which could have resulted in something tragic happening to myself and children. Most people don't care until their in a similar situation. 

  **** told me and the service people to send him an invoice on the repairs and they it will be taken care of. Also he said he will have it warranty issue resolved in a few days. It's a month later and thats still not resolved and I was also charged $1300 for repairs that should have been covered by the warranty or sent over to ********* 
  All of these problems developed from errors made on the behalf of your dealership but I'm at a huge inconvenience and as well as my safety of myself and children has been put at risk due to pure neglect.
  They're making excuses on loaners because of mileage that I placed on one of their loaners due to me having to drive it for 3 months while they tried to work out my warranty issue which is still not resolved neither are the problems fixed that were suppose to been fixed. That's not my fault. But it seems like the dealership makes customers pay for their errors and don't take action and fault for their mistakes.
  This should have been resolved back in February but it's July and it's still the same problems and even worse. 
  I should not be without a functioning vehicle. 
  I don't understand why it's taking a half of a year to resolve these issues and fix my vehicle. 
  This is very ridiculous.

  How can they not be understanding that I've been waiting since February for this warranty issue to be resolved and for my repairs to be done. I'm getting brushed off but it shouldn't take over 5 months to resolve this.  I also shouldn't have to suffer due to an error made by the dealership. They should understand that to the fullest. Also they should understand my frustration. I'm a long time customer of theirs and now these past 5 months have been outrageous and I've been calm. But it's becoming overwhelming when I'm constantly at an inconvenience due to their faults. 

  1. I need my vehicle fully repaired 

  2. I need this warranty issue resolved 

  3. I need a loaner to work and transport my children safely 

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

  Business response

  08/07/2023

  *********************** spoke with the customer after his initial rejection.  Zeigler has resolved the issues and the customer is now satisfied with the resolution.  

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 1/26/2022 I had an appointment to take a look at navigation as it was stuck on wrong address. **** who was the tech assisting me was horrible. To add insult to injury my car provided fault codes but was advised that I they still couldn't determine root cause. Shocking because normally theres steps on how to further assist with how to fix code. There's also TSB for commonly known issues with make and model of *******. **** who has 20+ years of experienced advised me that when he ran my vin# it came back as gen ******* locked to allude that the ******* is salvage, apart of an insurance claim that didn't pay out, and all the endless details that something is wrong my *******. I guess he figured since I was a woman what an easy target. To his surprise I offered the following: my carfax stating it wasnt a salvage car, no accident; the statement provided from the dealer conditions stating the car was not apart of any salvage; and asked why wasnt my extended warranty company not called in advised of faults to determine right than and there if it was covered or not. So I left after being there at 11am to 5pm as I had to pick up my child. How do you go from fault codes on scanner, having to run multiple diagnostic tests when it has already been determined root cause, than not call the warranty company. I believe I have provided ample examples of misappropriation of company's mission and guidelines as it refers to the servicing of a *******. I am requesting this service to be good will and a complete refund of the diagnostic test I paid for as well as made whole thereafter.

  Business response

  02/14/2022

  VIN -***************** 
  MILES - 30580
  In Service Date -02/25/2017 - 02/25/2021 FACTORY WARRANTY EXPIRED.
  Customer has 3rd party warranty. 
  
  Customer concern- Navigation is always stuck on same address.
  Inspected and found multiple codes for GPS circuit open, found wiring connector body side not found. 
  Antenna has adhesive (which we showed customer both antenna and connector concern)
  Need further diagnosis dropping headliner... customer declined further diagnosis... unable to contact 3rd party warranty without a full cause of failure. 
  
  Regarding the factory warranty block, which is a moot point since customer is out of factory warranty,**** notified customer : ********************** had a warranty block of some sort and he would then contact Maserati to have them look into it. 
  Maserati responded -vehicle flagged due to the previous owner modified/shortened a drain tube in the engine compartment and Maserati wanted the vehicle inspected before it went to auction. 
  The inspection did take place (elsewhere) and block should have been lifted at that time, block has been released. 
  **** thought it would be good for the customer to know and be completely transparent with customer. 
  
  **** notified customer regarding additional diagnosis maybe her responsibility if repair is declined from 3rd party extended warranty. 

  Customer response

  02/15/2022

   
  Complaint: 16746557
  
  I am rejecting this response because: the fact of the matter is he indicated that something was wrong and thought since I was a female I was a easy target. The fact that my warranty information was provided for the service and a claim was never filed to determine next steps is the principal of this complaint. Protocol was not followed and for that reason is why I want my money refunded back to me as no service was performed to rectify the issue of the navigation problem and for that reason alone should be refunded back to me as a new customer who service advisor didnt follow protocol. What facts do have stating that his assumptions as you perceive to be facts are true. Its insulting to advise the time spent in 6 hours on a wild goose **** when you yourself just stated they had the fault codes the machine produced but did not call the warranty company to provide details for a service covered under warranty. Make it make sense. The only thing to do to maintain your integrity is to finish the job but since we have made it to this point I wouldnt even trust a tech working on my vehicle. So refunding my $199 I paid for would suffice. 
  

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

  Customer response

  02/16/2022

   
  Complaint: 16746557
  
  I am rejecting this response because:PROTOCOL WAS NOT FOLLOWED AND **** NEVER CONTACTED WARRANTY TO ADVISE PERIOD. ALL YOUR SAYING IS HIS ASSUMPTION WAS WRONG REGARDING THE BLOCK ON MY VEHICLE. WHICH DOEENT MATTER SINCE YOU CHARGED ME FOR A SERVICE THAT WAS NOT GIVEN. WHAT **** WAS TRYING TO DO WAS KEEP CHARGING ME FOR LABOR AS HE ALREADY HAD THE DETAILS TO TROUBLESHOOT FAULT CODE SO WHY DIDNT HE JUST CALL IT IN FOR A CLAIM AS I STATED UPON MAKING THE APPOINTMENT I HAD ONE AND WAS ALSO PROVIDED. THIS IS NOT ABOUT MONEY THIS IS ABOUT THE MISHANDLING OF THE SITUATION AND FOR THAT IS THE REASON FOR THE COMPLAINT. WE CAN GO ON AND ON ABOUT PERCEPTION WHAT HAS BEEN PROVIDED ARE THE ***** AND FOR THAT REASON ALONE SHOULD BE REFUNDED. PLEASE REFUND MY MONEY AS I HAVE ALREADY CONFIRMED SERVICE IS COVERED AND WILL BE GOING ELSEWHERE FOR REPAIR. THE **** THAT YOU ARE ONLY REPEATING WHAT I ALREADY STATED SHOWS THE IMMATURITY OF THIS COMPANY AND THIS ENTIRE ORDEAL HAS DONE NOTHING BUT INCONVENIENCE ME MORE. THE CUSTOMER SERVICE APPROACH SHOULD HAVE BEEN HOW CAN WE RETAIN THIS NEW CUSTOMER NOT DRIVE THEM AWAY FOR QUALITY OF SERVICE ESPECIALLY AROUND A WORLD CRISIS WITH COVID. I LOOK FORWARD IN THE REFUND OF MY CARD BEING REFUNDED. 
  
  
  
  
  Sincerely,
  
  ***********************************

  Business response

  02/21/2022

  This customer appears to be an expert it automobile service and diagnostics, so there is little that Zeigler can offer to appease the customer.  

  Customer response

  02/24/2022

   
  Complaint: 16746557
  
  I am rejecting this response because:The level of unprofessionalism in an effort to resolve the issue has been blatantly disrespectful. The fact that I came for a service and the service wasnt provided should have been simple enough to pay it forward for the inconvenience overall. I provided ample amount of examples of misappropriation of your companys mission as well as process. I will not continue to go back in forth with Zeigler in an effort to resolve matter as it clear they are not willing or capable of owning the opportunity to change behaviors mentioned on numerous correspondence. The fact that an apology or even good faith effort was shown shows this. For that reason I will be pursuing the matter further. How is Zeigler refused to take accountability for the mistreatment of customer who was a African American female for a head liner.  I will be talking to someone who has the capacity to make an executive decision in this matter with proven facts provided. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  01/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April 2017, I bought a Maserati GT convertible from Zeigler for $55,000, they gave me the Carfax which showed no accidents. I was told the the car had never been in an accident. I just went to trade it in and discovered it had been in a major accident and had frame and structural damage the dealer history sheet showed it was sold in an auction as AUCTION ANNOUNCED STRUCTURAL AND FRAME DAMAGE. They knew it had been in an accident but only showed me the Carfax which did not show the complete history of the car.

  Business response

  01/20/2022

  I am general counsel for Zeigler ********** and each of its affiliates and subsidiaries, including Zeigler Maserati of Schaumburg.  The customer admits that at the time of purchase he received a CarFax report (third party vehicle history report) showing no accidents.  This customer has had the vehicle for almost 5 years and does not allege that he ever had any issues with the structure of the vehicle or frame.  According to the customer, now the AutoCheck (3rd party vehicle history report) is showing that it was announced by an auction as having structural damage. Unfortunately this is somewhat common that many months or years later a vehicle history report may be updated, and different third party reports receive different information.  Zeigler cannot control what a third party reports or does not report.  Zeigler relies on the same reports it provides to its customers.  Zeigler did not purchase the vehicle from auction.  It was traded in by a private party and there was not a brand on the title or anything else to suggest that the vehicle had previously been labeled as having structural damage. Simply put, there was no way for Zeigler to have known at the time of purchase that the vehicle may have suffered damage in the past. 

  The customer signed an AS-IS buyer's guide and was permitted to do his own investigations prior to purchase. 

  ***************************, Esq.

  Customer response

  01/22/2022

   
  Complaint: 16476599
  
  I am rejecting this response because: I find it highly questionable that as a dealer of the Maserati brand they did no due diligence beyond the carfax when they purchased the vehicle. I am a private consumer, I do not have access to the data and information the dealer has. At the time of purchase I asked the sales person whether car had ever been in an accident he said it had not and provided only the carfax report as evidence. I have an extremely hard time believing that Zeigler did not have the complete history of this car and I also believe that had they shared the complete history the value and sales price of the vehicle would have been a fraction of what I paid.    
  
  Sincerely,
  
  *****************************

  Business response

  01/26/2022

  Zeigler had no knowledge of an accident at the time the vehicle was sold to this customer.  It's unclear what additional resources this individual believes the dealer has access to that he doesn't, but the fact remains that a buyer is entitled to inspect a vehicle and ensure it is in the condition the buyer desires the vehicle to be in. 

  Customer response

  01/27/2022

  
  Complaint: 16476599
  
  I am rejecting this response because:

  the dealer has much greater access to the history of the vehicle, this vehicle was sold in an auction on 03/13/2015  as "STRUCTURALLY AND FRAME DAMAGED" are they claiming they did no due diligence on a vehicle they purchased? Zeigler bought this car 6 months after it had been sold as damaged in the auction, how can they say they didn't have access to that information? I specifically asked the sales person if there was anything wrong with the vehicle and was told No there was nothing wrong with it.  
  
  Sincerely,
  
  *****************************

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