Jim Rosser

Jim Ellis Maserati responded

Thank you for bringing your concerns to our attention. We genuinely regret that your experience with Jim Ellis Maserati has not met your expectations. Please know we are committed to transparency and fairness, and we appreciate the opportunity to provide additional context and clarification regarding this matter. Your vehicle was brought to our service department with an engine failure. Upon inspection it was found to have metal shavings in the oil. We understand how frustrating and disruptive an issue like this can be, and we want to assure you that our team worked diligently to assess the situation and escalate the matter to Maserati North America (MNA) Customer Care on your behalf. To provide complete background: - This engine was previously replaced under warranty by Jim Ellis Maserati in July 2021, following an earlier manufacturer issue. - At that time, MNA covered the full cost of the engine, provided a Jim Ellis loaner vehicle throughout the repair, and even went above and beyond by issuing a reimbursement check for two months of car payments ($1,728). - Your most recent engine issue, however, occurred nearly four years and over 41,000 miles after that replacement. MNA carefully reviewed your current case, including maintenance records you submitted from third-party repair shops. Unfortunately, based on the limited service history available (only two documented oil changes during that 41,000-mile period), they understandably declined coverage for this second engine failure, citing insufficient maintenance as a contributing factor. Our internal records confirm that your vehicle has not returned to our dealership for any routine maintenance or oil changes since the engine was replaced in 2021. Industry standards for Maserati engine care would typically call for four to five oil changes during this timeframe. We understand you submitted invoices from third party repair shops such as Eurofed, and Enzo’s, but unfortunately, MNA determined these records did not demonstrate adequate engine maintenance per the manufacturer’s specifications. Although MNA’s decision was communicated to you, we went a step further and personally followed up with MNA to ensure there was no misunderstanding or oversight on your behalf. At that point, MNA confirmed their decision was final. We deeply sympathize with your disappointment, and while we could not override the manufacturer’s conclusion, we continued to make ourselves available to support you in any way we could. We also want to note that throughout this process, our service advisors documented and maintained open lines of communication via MyKarma, text messaging service, and phone calls with you and your spouse. When you requested an escalation, we followed through. The lack of further contact from MNA is unfortunately beyond our control, though we agree that communication delays can be frustrating. We recognize your loyalty as a previous purchaser of a vehicle from our store and we sincerely regret that this experience has left you dissatisfied. Please know that we take all feedback seriously, and we remain committed to providing respectful and thorough service to every guest—regardless of the outcome. Should you wish to discuss this matter further or explore any future service or trade-in options, we would be more than happy to assist. Adam Rubin General Manager Jim Ellis Maserati

Jim Ellis Maserati responded

Hi, our staff is dedicated to providing all our guests with outstanding customer service and quality work you can trust! Please let us know if there is ever anything else we can do for you! Safe travels!