My first scheduled service experience was very disappointing. I scheduled my service for my car to be picked up on Thursday, April 4th, spoke with "Dana" I am sure I did not spell this write but he referenced himself as the manager. I was not in the system although I have had the Maserati for a little over a year and Karifa Mara was my sales person (btw, he was great). Provided my name, telephone number for both me an my husband as well as our address, he said we were not there. So he got all the information and said he would have someone leave their office at 9 am and they would be at my house by 10 am on April 4th. I verified twice, to which he repeated they will leave there at 9 am and be at my home by 10 am. Thursday, April 4th at 10:20 am I called and asked was the driver running late, it was the same person I scheduled the service with and he said I show you are bringing your car to us. I reminded him of our conversation and that he was the person who scheduled the service although he tried to act like someone else made this error. So he said he would have someone leave right now since according to the map they could be at my house in 26 minutes. I said okay, I can wait until 11:25 am but have to leave for my doctor's appointment. 11:32 I called and once again, same guy. Oh, he says, he should have been there by now, we will reschedule and I will just call him to come back. He said they could come on Saturday morning, I said anytime before 10:30 am would be fine.
Saturday arrives, and once I am dressed and ready to leave I see I have 3 missed calls and voicemail stating they are calling to make sure someone is here before they send their driver and to call them. Really, I can't believe this. The driver picks up the car, asks me to complete the paperwork and although I told them when I scheduled the service I pre-paid for the service as well as the "replacement tire" plan I am being asked to provide my credit card number. I refused and told the guy I understood he was doing his job but I paid for this and it should be on file and I am not providing my credit card number. He says okay, and I ask about the car being washed. He assured me the car would be cleaned and shinning when returned which would be Monday.
It just doesn't end; so I am out doing my Saturday things and I again get voicemails from the same guy asking me to call. When I return the call he states that he isn't sure he can get the car back to me today, I said I was told it would be Monday anyway so it was fine. Since I am keeping the car he needs me to send him a copy of my drivers license. I am just amazed at this as I am in the middle of a store and I am going to send him a copy of my drivers license. I ask him to call my husband and he can provide the number and probably send a copy as he is home. We agree he will be bringing my car first that Monday morning as I have a 10:30 appointment. yes, will be first.
Monday rolls around and its a new guy from the service department calling me; see I have a missed call and now my husband has 2; it is a little after 9 when we see this and I call. The service guy, I believe he said Anthony but not sure, great news your car is ready. Well it was ready Saturday and you were supposed to be here before 10:30, same story. We will send someone right now...the driver does get here at 10:30, late for the appointment and the car is NOT clean, honestly the windows dirtier than before, they did vacuum the carpet but it is far from clean and once again disappointed. This is truly one of the worsts experiences I have had with a service department and think I would rather take the car to a NAPA to have the oil changed compared to dealing with them again. I was very hopeful I would be given the opportunity to complete a survey for the service but did not receive one so I wanted to share.
I do not recommend purchasing a car or having it serviced here based on this overall experience. While you have a great sales person, the experience doesn't stop once we drive off. Repeat business is what most strive for and I can assure you, you will never get mine. And lastly, next time you bring someone a car to drive it should be of the same caliber and quality not lesser.