Complaints

The 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:03/17/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  12/26/23 I was mislead into trading in my Levante. GM Matt ******* stated they have a new Levante, basically same car which he could get me around the same lease price. I was told I would get a $500-$600 refund of my wheels/tire package in 4-6 weeks. The car needed service and tires were wearing and stated that if I can trade in my current Levante for a new one without having to pay for any maintenance or tire wear I would do the deal. I said "I want to give you the keys and not pay a penny more then what we agree to before signing". Maserati Capital sent me a letter 1/18 that I owed an additional $1,747 for excessive tire wear. I have had multiple unreturned phone calls and emails to Mr. ******* and current GM Steve *****. Spoke with with owner Terry ***** ************ who listened and put me in touch with Renee who was helpful. I received my tire/wheel refund however it was only $327 and 12 weeks later. Mr. ******* finally called back and said that what we discussed never happened and he didn't receive any of my communication, both of which is not true. I called Maserati Capital 2/29 in which I have to pay for the payoff and tires now and they looked into it, stated this is happening a lot and told me I have to deal with the dealership. 3/18 I have to pay Maserati Capital the full amount otherwise it goes to collections so paying the full amount. If this dealership was honest and told me I would be paying wear and tear then I would have kept my other lease to duration, bought new tires and would have looked at other options. Now they have me locked in for 3 years. Hoping the BBB can facilitate a resolution that honors the original terms discussed, including a refund for the wear on the tires amounting to $1,747, and to address the misleading practices that have significantly impacted my trust and financial standing with this Dealership which I have leased 5 cars. I was also told by one of the representatives at the dealership that no one cares about my loyalty.

  Business Response

  Date: 03/29/2024

  This is Matt *******, VP of Rafih Auto Group. The paperwork and notes in the deal states that we are taking car of all the remaining payments. Any excess wear and tear to be handled by the client. The exchange for the new car was done as stated. We took care of all the payments. The refund of the tire contract has already been handled. The employee he spoke to does not work for our organization. That store was sold 2 months ago. All our obligations have been fulfilled. 

  Customer Answer

  Date: 05/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  
  

  Hello,

   

  The new Maserati GM met me halfway. The person I delt with, Matt ******* was unprofessional and completely lied about what transpired however since Matt no longer works for Maserati and they tried to make it right we can remove my compliant.

   

  Please confirm receipt of this, thank you,

   

  **** ******

   

  
  

• Initial Complaint

  Date:03/16/2023

  Type:Customer Service Issues
  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 3/6, I brought my Maserati in to get the annual maintenance (which I have brought to this business before and have spent thousands of dollars at). When my maintenance was done and I got my car back, I immediately checked to make sure everything was still in my car. I noticed right away a bottle of my Dior cologne was stolen out of my middle console, and other compartments in my car were opened that I keep closed. Which goes to show even more that someone was going through my car looking for valuables. I am amazed someone could steal from a client at a luxurious car dealership, then when I contacted them about this to make them aware - they responded once to ask what happened and haven’t heard from them since to even apologize or try to rectify this situation. Safe to say they have lost a loyal client.

  Business Response

  Date: 04/03/2023

  Client called the store a week after the incident. So its hard to blame on store. We inform all clients not to leave anything of value in the car as we would not be liable for it during its stay. 

  But as a goodwill gesture we would offer a $50 voucher to use for future service.