Complaints
This profile includes complaints for Aristocrat Motor Co's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:01/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Jan 14th 2025, I took my Maserati to service due to lose power steering. And got call around 4pm from advisor name ***** ******* told me it was the rodent damage so it’s not covered by warranty. Which I was okay with it. Then he told me if would like to fix it it’s gonna cost $9000. By common sense, I know there is no way just a wire will cost that much. So I bring the car to ******** *****, it ends up only cost$600.
Business Response
Date: 01/29/2025
29 January 2025
RE: Complaint #******** ***** ****
Aristocrat Motors is in receipt of the complaint filed by *** **** on January 18th regarding his 2020 Maserati Quattroporte.
The complaint indicates his frustration that another dealer charged him $600 to complete a repair that we quoted him a significantly higher amount to complete.
During our evaluation of his vehicle, it was determined that there was rodent damage on part of his main wiring harness. As this is outside influence it is not covered by the factory Maserati warranty.
Our prescribed solution was to replace the main wiring harness with a new one. As a Maserati dealer we are obligated to follow Maserati’s repair policy which expressly forbids splicing or repairing damaged cables as doing so both can invalidate a customer’s warranty coverage and can pose a significant safety issue.
Based on our communication with the customer it appears he was able to have another dealership to splice and repair the damaged cables for a dramatically lower sum; a repair we were unwilling to complete given warranty and safety guidance from the vehicle’s manufacturer.
As the original complaint to the BBB states that the desired settlement is a reasonable explanation of the issue, we would consider this matter closed unless further information is requested.
If you have any further questions, please do not hesitate to contact me directly.
********** *******
Director of Sales
Soave Automotive GroupInitial Complaint
Date:02/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Mercedes AMG GT 63S CPO'ed from Aristocrat Motor Co in Jan. 2023 with a can CarFax. I'm in the process of trying to trade this car in and I was made aware that this car has an accident on it's record according to Auto Check through Experian. Due to the accident, the value of the vehicle has decreased by roughly 8%. I have spoken to multiple dealerships regarding the appraised value of the vehicle and their appraisal is impacted because of the accident on the report. A Porsche dealer in Texas stated if there was not an accident on the report, they would offer 100k but due to the accident they would only offer 82K. Another Porsche dealer stated, they would not trade my car at all due to the accident. When I explained this to Aristocrat Motors, they made me an offer of 85k to 90K. I have received other offers for the same amount with the accident. Therefore, I am asking for Aristocrat Motor to compensate the difference between 85k and 100K. I have also taken the vehicle to ******* ****** ***** ********* ****** to access if this vehicle has been in an accident, and they notice there has been a paint job done on the drivers door and a panel under the driver was not put back securely. I am asking the BBB to help reach a solution in this matter. Mercedes Corp stated they are not responsible, and I should work with the dealer to resolve it. Unfortunately, the dealer is offering the value of the car with an accident. If I would have know the car had an accident, I would not have purchase the car. Thanks.Business Response
Date: 02/20/2024
We are in receipt as of February 14, 2024, of the complaint filed with your offices by ****** ****** (******) on February 01 2024, regardmg his 2019 Mercedes-Benz AMG GT 63S, purchased from Aristocrat Motors on January 17, 2023
Mr. ******'s request for $8000.00 to $10,000.00 is not supported by the transaction he completed with Aristocrat Motors on January 17, 2023.
If we look at the paperwork from the original transaction you find that when ****** took delivery of the vehicle, he signed the Car Fax Vehicle History Report the 2019 Mercedes-Benz did not have damage and had a clean title with no accidents or damage reported to CARFAX. This is the same CARFAX that we used to submit the vehicle for Certified Pre-Owned Warranty with Mercedes-Benz USA. CARFAX is the standard report MBUSA uses to grant a warranty extension under the Certified Pre-Owned program.
Also, when ****** took delivery, he signed a document that stated he was buying a pre-owned vehicle that might have had damage, we do this so the customer can feel comfortable taking the vehicle to a third party for inspection even with a "no damage reported" vehicle report from CARFAX. With his signature ****** accepted the delivery of the vehicle and waived his right to a third-party inspection.
A copy of the CARFAX that Mr. ****** signed and the disclosure document that Mr. ****** signed are enclosed.
Please note we acted in good faith to Mercedes-Benz USA and to Mr. ******. We used the documentation that Mercedes Benz requires (CARFAX report) to secure the Certified Pre-Owned Warranty, and Mercedes-Benz by their granting the warranty also accepted the results posted by CARFAX.
In our discussions with Mr. ******, it was suggested to him that. if there 1s fault it lies with the provider, GARFAX, and the guarantee they offer. Mr. ****** stated with his signature on delivery he did not want to have a third-party inspection, he accepted as we did the CARFAX report.
Of note, upon pulling a new CARFAX report on February 14, 2024, the report still states "No accidents or damage reported to CARFAX. A copy of that report is also enclosed.
Initial Complaint
Date:09/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
see attached July - charged 1,005.87 they did nothing to solve the problemBusiness Response
Date: 10/06/2023
To Whom is Handling the Complaint:
We are in receipt of this second complaint by *** ****** about his service visit to Aristocrat Motors on 23 June 2021, regarding the repair work that was authorized by *** ****** on his 2001 Mercedes-Benz E430 W and completed by the Service Department. We originally responded to *** ****** first complaint, that response you have on file. In his “explanation” of the problem he refers to dismissing the Small Claims Mediation that was held in pursuance to his filed complaint with the Johnson County, Kansas District Attorney’s office (Case DA2I-407).. I am enclosing a copy of the response we submitted to the District Attorney’s office, it will, hopefully, also serve as our response to this complaint. If you have any questions regarding this response or any further needed information regarding the transaction or the mediation, please do not hesitate to contact me directly.
****** *******
Initial Complaint
Date:05/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I’ve taken my car to them several times for the same problem about the battery draining and the car not starting because of it.. I have all the records to show I’ve only brought it to them for the one specific problem.. The first being 8/19/20, they replaced the battery for $556, I went to pick up the car when the said it was fixed and the battery light on the dashboard was still on showing an error.. I have a witness that was with at the time that actually spotted it before I did.. They kept the car and said the needed to replace the battery charging system which was $943.. Again they said they had the problem fixed so I paid and believed they had it fixed, this was 9/1/20.. I took it to them for an oil change and regular service on 10/9/20 they said the car was good and no issues with the battery or anything else.. 3-4 months later I came out to start the car and it had the same issue with not starting because the battery was dead again.. I never contacted them about it because I was just finished with the hassle of the car and was going to trade it in so it sat in the garage for about a year.. I decided not to trade it in and scheduled service with them around 3/1/21 I asked that they go thru the whole car and let me know any and everything that was wrong including why it isn’t starting again after having it fixed for the same problem about a year prior.. They sent me a whole rundown check list about everything being wrong including some suspension work.. The list had about $6,000 worth of stuff needing fixed.. I asked them if everything was under warranty because I don’t want to waste money on it if they could never figure out why the battery kept dying and not starting.. They said everything was under warranty and they assured me the problem would be fixed.. So I opted to get everything on the list except some sway bar links and another part.. All the other services/parts would cost $3,704.. I paid for everything and I still have the same problem with the car.Business Response
Date: 05/20/2022
We are in receipt of your letter of May 10, 2022, regarding the repair history of the 2009 Jaguar XF belonging to *** ***** ***** **** ******************* ***** ** ********** *** ******s frustration with his vehicle, we also understand that we have done everything he has asked of us and have gone the "extra mile" to limit his costs.
To review the work, we have done on his vehicle I would like to further refine his chronological history of the work we have done on his Jaguar.
08.19.2020 Jaguar M****** did not replace the battery on his Jaguar. The BMS module was replaced, as well as the negative battery cable. The actual battery was charged and passed the load test. Mr. *****'s cost was $556.72
09.01.2020 We replaced the rear junction (fuse) box because of a drain it was causing. We then Tested the battery, cleaned the grounds, the inline junction box cable and programmed the junction box. The cost of this was just the parts cost of $943.95, Jaguar Merriam did not charge any labor.
10.09.2020 A month later the vehicle was back in our shop, with the complaint of the battery being dead after sitting for two weeks. We replaced the Battery, we did not charge any labor for replacing it. The total for the Battery was $239.75
We now move forward to the next time the vehicle was in our shop.
03.08.2022 The repair order complaint given by the owner was the vehicle sat for a year. The battery was replaced, and a leak at the sunroof was reported by the owner. The leak was dripping onto the dash and into the headliner.
The other work that was done had nothing to do with the electrical system of the vehicle but represents a car that had been sitting for a year. We did work on the suspension (rear toe links), replaced the tires and aligned the vehicle.
************ * **** **** **** ******* ******** ****** ***** * ************************
I.ntVDJ'
-JAGUAR MA*PRATt
Mr. ***** reported the fact the car had been sitting and approved all of the work that was done in advance. The total of this work was $3704.
04.12.2022 The vehicle was brought to our facility with the complaint the car alarm goes off randomly. To stop the alarm the battery had been disconnected.
After connecting the battery, checking the operation of the hood, tailgate, and all latches, and having the car sit on our lot for five hours we could not duplicate the issue. We recommended if it occurred again Mr. ***** take a picture of the dash screen so the codes would not be lost if he disconnected the battery.
We did not charge Mr. ***** for this work.
05.16.2022 The car was presented with a dead battery and would not jump start.
Jaguar Merriam diagnosed the issue as moisture in the Climate Controlled Seat Module. This caused a drain on the battery because the module would stay powered even when the car was shut off.
We recommended the repair to the Seat Module and noted to him that his XF needed a Coolant Expansion Tank. We have offered the installation of both parts at just the parts prices, with Jaguar Merriam doing the labor to install them at no cost. The prices of these two items are $281.48 froth the Seat Module and $202.31 for the expansion tank.
As of today, we are awaiting his decision on this work.
As you can see by this history, we have not duplicated any work or replaced any part twice on Mr. *****'s Jaguar XF, except for the battery that need to be replaced after the car sat for a year. You will also note we have and continue to work with Mr. ***** on the cost of the work.
I hope this gives you a more complete picture of the interaction and also points out the length of time his complaint covers, not to mention the extenuating circumstances created by the car sitting unattended for long periods of time.
If you have any questions please do not hesitate, and we will keep our offer open to Mr. ***** on the work his car currently needs.
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