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:01/17/2025

  Type:Service or Repair 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.

  ***** ******- Owner) and I (***** ******) purchased a 2021 Maserati Ghilbi , granlusso from ****************** on 10/15/2024 w a full exclusionary warranty.A couple days after purchase I heard a loud squealing noises coming front / rear of all the tires. The dealership had to replace the brake pads on the front/ rear as the vehicle had failed md state inspection on 10/1/2024. I made several complaints via phone , text , email and actually come to dealership (elite autobrokers, **** *******/*****)over 4 times for them to diagnose the issue. Their mechanic , ******* reported that replacing the front rotors would cease the squealing noise. ****************** purchased the front rotors. The dealership finally replaced the rear rotors on 11/8/2024 after more advocation from me. However, a multipoint inspection was performed at ******** dealership on 11/8/2024. The multi inspection reported air bubble in rear tire (couldve result in physical injury or accident) and torn wipers blades that should not have passed md state inspection. I contacted the inspection station and spoke the manager (Fastel *******) who reported that he would not able assist or provide a refund as has been over 30 days since the inspection. However the inspection was performed by the dealership(Elite) on 10/1/2024 and we did not purchase until 10/15/2024. i was not able to get an appointment until 11/8/2024. I do not feel we should be penalize for an issue that occurred at MSI auto repair as an oversight and at dealership(neglect). Due to this reason I spent $572.00 for the two repairs. With more repairs to come this week. In addition, all the mileage resulting in me traveling from the eastern shore to ************ over 100 miles each time roundtrip four time(adding more mileage for concerns). Im requesting reimbursement of $572 for the oversight of the rear tire and wiper blades.

  Business Response

  Date: 01/20/2025

  The selling dealer was the owner who brought the vehicle to our facility in the first place to be inspected, we perform Maryland state inspections for this dealership. We do not perform repairs for them, only state inspections. The vehicle originally failed for the items on the report which are all brake pads being under specification and the right front tire being down to wear bar. Once those items were addressed by the dealership, they brought back the vehicle for a reinspection of them failed items, and by Maryland regulation, we will only be re-inspecting the items that had failed previously. These items were addressed as they replaced all the brake pads front and rear, and replaced the tire that had failed. Once this reinspection was complete, the dealership took back their vehicle and that is all. About a month later we received a phone call from Mrs. ***** ******, and she was asking questions regarding the inspection, she was concerned on why to her understanding only specific sides of the vehicle has the brake pads re-measured. We explained to her that only 1 reading per axle is required and we usually use the left front and right rear readings, although we do verify that all sides were replaced, and to inspection code, only the brake pads had to be replaced as the rotors were still above minimum specification therefore passing. Any issues arising after, would be non-applicable to us as the vehicle was test driven and confirmed for the failed items when it was re-inspected. Once she understood this matter and it was clear, she asked us to provide her a quote for resurfacing all brake rotors, we then notified her we would not be able to as our labor guide does not offer specified labor times for the repair. 
  
  We then reached out to the selling dealership and explained the situation about the customer, and they stated that she had already reached out to them complaining about the brake rotors and they decided to replace them for her. That is what we were told by the dealership. A couple days later, she called our shop back stating that the vehicle was at the Maserati Dealership and she was told that the driver rear tire had a bubble on the sidewall, the wipers were torn, and the drive belt was cracking. She wanted us to take responsibility on the repairs that needed to be done on the vehicle according to the ******** dealership, and we contacted the selling dealer (******************) who was the seller of the vehicle and they told us they will not take further responsibility on that vehicle as it was purchased as is. 
  
  She later then began to threaten to escalate this issue further if we took no action on the matter. We informed her that we never performed any repairs on this vehicle or sold her the vehicle for us to be taking any responsibility on the vehicle. She was not satisfied with that answer, and then she contacted the Maryland State Police Automotive safety enforcement division, and then our station supervisor reached out to us regarding the matter asking questions on the inspection and what was going on. We explained the issue to him and there was a time set up for him to go to see the Maserati Dealership and inspect the vehicle himself, although nothing was ever heard back from this issue. We asked our station supervisor a month later about the issue, and he stated that the customer declined to meet, and we have not heard anything back up to date until receiving this notice from BBB. Therefore there is nothing for us to refund or cover as we never took any payment from her, we only dealt with the selling dealership.