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:05/23/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 5/3/25, I purchased a Certified Pre-Owned Maserati Levante from Maserati of Bergen County. I was sold a CPO warranty through Sept. 2028. After encountering mechanical issues over the following few days after purchase, I contacted Maserati Corporate and learned the warranty in their system ends Sept. 2027 one year earlier than our fully executed agreement ********* stated, the vehicle also had several issues that presented soon after purchase: battery failure, volume k*** malfunction, speaker rattling, and brake squealing. Maserati of Bergen County agreed to address and all were resolved except the brakes. For those, they attempted "hard braking" which only muted the squealing for a day. I then decided to have them inspected at Maserati of ***********, who found the rotors and pads were warped and scratched that they attributed to poor pre-sale storage and hard braking performed by Bergen Countys service team.Despite many efforts to resolve the matter (phone and email), Ive received inconsistent and dismissive communication. During a recent call, the General Sales Manager even raised his voice at me and my husband. Following that exchange, he agreed to apply a lesser-value extended warranty since the *** cannot be extended for 3 years. My follow-ups to confirm this have gone unanswered. Similarly, Ive received no resolution on the damaged brakes.Additionally, I paid $150 for registration and plate transfer at the time of sale. Weeks later, the finance manager has now said they undercharged by $244. This amount does not align with *** estimates, and the dealership has failed to justify the charge. As of now, they are withholding my registration unless I pay it.I am seeking the following: confirmation w/ documentation of the 3rd year warranty coverage, full brake repair (rotors and pads), registration processed with transparency on any add'l costs.I hope for support me in finding a fair resolution.

  Business Response

  Date: 06/02/2025

  Ms. ******* and I spoke on the telephone and she came into the dealership a few days after our conversation.  I showed Ms. ******* the Maserati Certification program guidelines.  I explained to her that a 3 year Certification is not offered from Maserati.  The salesman that she purchased the car from made a mistake on the valid dates of the certification.  I offered her 3 options: 

  1) $1,000.00 refund from her purchase price

  2) add the 7th year of warranty coverage with the ONLY warranty coverage Maserati offers for the 7th year of the car. This would be a full powertrain warranty from Maserati **************

  3) I would shop the marketplace and find a 1 year warranty from an aftermarket warranty company to complete the 7 years of coverage.  I explained that third party warranties are not always the easiest to work with.

  She was extremely nice in my office but it seems she did not believe me once she left the dealership.  She opened a case against Maserati of Bergen County with Maserati *********************** Services.  I sent the customer care team all the sales documents from the sale of the car to Ms. ************** After reviewing the paperwork I spoke on the telephone with the customer care leader and I reviewed the 3 options I offered Ms. ************** ************* felt that I offered 3 very generous options and asked me what the next step would be.  I replied that I need an email from Ms. ******* to me with her selection, I would prepare a release statement for her to sign and I would immediately process whichever option she chose and send her a copy of the completed paperwork.  The customer care team leader said he would also review the 3 options with the customer and the procedure to be followed.  The case was closed by Maserati ******************** I have not heard her choice yet.  I am fully prepared to execute whichever option Ms. ******* chooses.  Pursuant to the brakes, we checked the brakes when she was here and the brakes met the guidelines for a Maserati Certified Pre-owned vehicle.

  Customer Answer

  Date: 06/02/2025

  
  Complaint: 23368545
  
  I am rejecting this response because:
  
  Thank you for the reply. While I appreciate that the dealership has acknowledged a mistake in the Certified Pre-Owned (CPO) warranty term, I want to clarify that this issue is just one of several that remain unresolved.

  1. Warranty Misrepresentation & Incomplete Options
  I purchased the vehicle with an executed agreement that clearly shows CPO coverage through September 2028. I was later informed by Maserati Corporate that the *** warranty ends in September 2027. The options provided by the dealership including a $1,000 refund, the Extra 10 warranty, or a third-party aftermarket warranty are not equivalent to the originally agreed-upon coverage. The Extra 10 warranty excludes many components included in a Maserati CPO policy, and third-party warranties are often limited in scope and usability. Despite this, I followed up over email on May 13th, 15th, 21st, 24th and the 31st via written email communication of both my acceptance of the Extra 10 warranty option and inquiry of what steps were needed. No response to any of those emails was received and were left ignored alongside the phone calls and messages left for ****** to call me back and finish what was started.

  2. Brake Damage Dispute
  After continued brake squealing, I brought the car to another Maserati dealership, where they diagnosed that both the pads and rotors were scratched and warped, requiring full replacement. They noted that this was likely due to the vehicle sitting unused for a long period and hard braking by the prior dealership to temporarily correct the issue. Maserati of Bergen County has not addressed this despite being responsible for the condition prior to and during the sale. That Maserati dealership also provided documentation of the entire inspection they put the car through and the rotors and pads were mentioned as needing immediate replacement. This was the only issue found with the car. There is no reason that another Maserati dealership would put in writing such a claim if it were not true. ******** verbal claims that the car "met the guidelines" are not backed by anything but his word which I most certainly no longer have trust in and have received written documentation from Maserati of the opposite being true. The brakes do not pass Maserati's guidelines, let alone their CPO-certified guidelines. The reason that dealership even had the opportunity to inspect it was because an hour after picking the car up from Maserati of Bergen County for their version of the brake repair, the brakes started squealing again. Having made it back to ** already, I was not going to drive back. I also communicated to ****** the continued issue with the brakes via written email communication on May 15, 21st, 24th and the 31st with no acknowledgement or request to understand more. This does not include outreach attempts to discuss this with their service manager (******) about this matter via unanswered and unreturned phone calls.

  3. Registration Fee Concerns
  I was also charged $150 for registration at the time of sale, but later informed by the finance manager that an additional $244 was due with no clear breakdown or explanation. Despite repeated requests, I have not been provided documentation or justification for this additional amount, and my registration has been delayed as a result. I went ahead and paid the additional $244 to not face further delays despite the lack of clarity. That payment authorization unshockingly didn't go ignored and was immediately charged on My 29th, but as of today (June 2nd) I still have no follow-up or acknowledgement of when to expect my registration. The car now has expired temporary tags and requests made on May 15, 21st, 24th, and 31st to understand whether I could get a temp tag transfer have also been ignored. This does not include ignored communication (via phone) from their finance manager ***** on this same matter.

  4. Unprofessional Conduct
  Finally, I feel it important to note that earlier attempts to resolve this matter were met with unprofessional and hostile conduct from the General Sales Manager, including raised voices during a call. While I remained respectful and calm in person as ****** mentioned, this pattern of behavior has made resolution unnecessarily difficult. ****** mentioned my complaints showed him that I did not "believe him." All that I have been put through and documented after the purchase of a $65,000 luxury vehicle are the evidence of why that is the case. No customer should be treated so disrespectfully, especially over simple matters like a car registration, warranty typo, and brakes. The monetary value of these issues combined is probably worth less than both ****** and I's wasted time on these simple concerns and it is beyond my comprehension why this is being handled so egregiously. 
  
  In Summary:
  I am requesting that the dealership fulfill the originally promised warranty they offered that would run from September 2027 through September 2028, resolve the brake damage (as identified by another Maserati dealership), and provide full transparency and documentation regarding the status of my registration. I am still open to resolving this fairly and directly but have yet to see good faith efforts that address the full scope of the concerns and I will continue to pursue fair and reasonable resolution on this matter.  

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have purchased a used 2022 BMW X3 from this dealership in October of 2024, and during this purchase I was told to take out an extended warranty for the vehicle and GAPP insurance to reduce my payments on the vehicle. A week later into the contract I contacted the warranty company ******** ********* to cancel both services and after several emails and phone calls with the warranty company I was told by James Thompson that both services was cancelled and refunded to the dealership in March of 2025. I followed up with Robert C. of the dealership via phone calls and emails to get a status on my refund status, but to date, the dealership has not been responsive and has since given me the runaround with no refund. Today I have still not received full compensation for these services, as I have not heard anything back from the dealership at all. Also, when the vehicle was purchased in October I informed the dealership that I found the same car and VIN number on a site called TrueCar that is affiliated with the dealership with a dealer discount of $3,000. I presented this document to the dealership and was then told that the discount could not be applied, even though it was affiliated with the dealership. I have left a review on the company's website fully documenting my experience as this has been the worse car experience that I have EVER encountered.

• Initial Complaint

  Date:02/19/2025

  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.

  I was sold a ***** extended warranty and they denied reimbursement for almost $1300 in services I had to pay for out of pocket. An agreement to cover the cost of a comparable repair service was reneged upon when I attempted to have that done recently.

  Business Response

  Date: 02/20/2025

  Ms. ***** purchased her 2016 Chevrolet Traverse bearing the VIN: *****************, mileage ****** on December 10, 2022.  She had multiple complaints about her vehicle which we addressed (every one).  ************** became very upset that the car did not come with headphones for the onboard entertainment system.  We went to the local Chevrolet Dealer *************** and secured written documentation that this car was not originally equipped with headphones for the onboard entertainment system.  She did not accept that, we had to go out and purchase headphones for the onboard entertainment system to make her happy.  These are not common issues that a dealership would entertain for a customer that purchases an OFF BRAND car that was 7 years old at the time of purchase.  Two years later she came into our dealership demanding free service and reimbursement for some type of work she alleges she had performed at a repair facility near her home.  She contacted the warranty company AFTER the work was performed and the warranty company denied the claim.  All repairs need preapproval prior to the work being completed (other than roadside assistance).   Ms. ***** spoke with the President of the warranty company, in fact they exchanged cellular telephone numbers so she could contact him directly with any concerns.  The warranty was registered and in effect from the date of purchase, it is a valid and reputable warranty company.  Ms. ***** has a copy of her warranty contract which clearly explains the coverage and process for claims.

• Initial Complaint

  Date:12/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In mid-June, my Fiance and I purchased a used vehicle from the company in question, the purchase seemed to have gone off without a hitch, and we took the vehicle no questions asked. Upon needing to use the warranty we paid for through the dealership, we are now seeing that they took the payment for the warranty but never bought it. Now my vehicle has been in a dealership for over a month with the ending being that I just have to pay for the repairs myself. This coming after a month of them telling me that the warranty company was at fault. Seperately, they overcharged me for my car. They tacked on an extra $3500 and claimed it was the cost of the warranty, but it wasnt that at all. We paid $3500 and then paid another $3500 for the warranty as well.All around very slimy process. I am Looking for a refund for my warranty that doesnt work, and a refund for the $3500 that was added to our final bill without our knowledge.

• Initial Complaint

  Date:10/08/2024

  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.

  Purchased a 2021 Land Rover on 9/7/2024. Have not received plates. Temporary has expired. Everytime i call, just get the run around. Spoke to Senior Receptionist, she would call back, never happen. Spoke to salesman, he said I can keep driving vehicle with expired plate. Checked with officer, was told no. Spoke to another receptionist, was told issue with paperwork. Also asked for a new temp plate, was told no. Meanwhile I have a car I'm paying loan and insurance and cannot drive. I've own over 30 cars in my life never had this issue.

  Business Response

  Date: 10/15/2024

  Mr. **** purchased a 2021 Land Rover Velar bearing the VIN: ***************** on or about September 7, 2024.  The motor vehicle work was completed and Mr. **** was notified on October 14, 2024 that his license plates and registration were at the dealership and ready for pick up.  Please close this complaint.

  Customer Answer

  Date: 10/15/2024

  [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,
  
  
  **** ****

• Initial Complaint

  Date:08/27/2024

  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.

  I PURCHASE A 2022 MASERATI LEVANTE ON NOVEMBER 21, 2021 FROM MASERATI OF BERGEN COUNTY SINCE THE FIRST DAY I BEEN HAVING ISSUES WITH THE CAR BUT NOW THE VEHICLE IS BEING IN THE SHOP OVER 2 MONTHS WITH TRANSMISSION ISSUES AND THEY THEY KEEP CHANGING PARTS AND THEY DONT FIND A SOLUTION TO THE PROBLEM. I CONTACTED THE MASERATI HEADQUARTERS AND THEY SAID I HAVE TO WAIT FOR THE MASERATI IN ***** TO FIND A SOLUTION. THEY DONT GIVE ME A LOANER AND I HAVE TO PAY OUT OF MY POCKET. THE PERSON IN CHARGE OF MY CASE IS ******* ************ CASE# ******. I ASKED THEM TO RELESE ME FROM THE LEASE BUT THEY KEEP SAYING THAT THEY HAVE FIX THE CAR FIRST AND THE DONT KNOW WHEN. IN THE MEAN TIME I DONT HAVE A CAR AND I HAVE TO PAY FOR A LOANER. I NEED COMPENSATION AND TO BE REINBURSED FRON THE MONEY THAT I PAID TOWARD RENTING A LONER.

  Business Response

  Date: 09/05/2024

  **************** is correct.  His Levante is at Maserati of Bergen County for repair.  The original complaint is for a transmission issue.  ******************** Levante is under factory warranty which means we have to follow Maserati ***************** procedures for any repair.  We are working closely with the Maserati technical team from Maserati Corporate to correctly repair ******************** Levante.  We were authorized to ordered a transmission control module that Maserati Corporate feels will correct the problem with his Levante.  The new module will be here on Monday and installed on Tuesday.  I will have an update for everyone by Wednesday September 11, 2024.  Please withdraw this complaint from Maserati of Bergen County. 

  Maserati ************* assured **************** that he would be reimbursed for the money spent on the rental car. 

• Initial Complaint

  Date:06/29/2024

  Type:Order 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.

  Date of the transaction- 5/31/24 ??The amount of money you paid the business- $1,608 ??What the business committed to provide you- Pay off my previous car note ??What is the nature of the dispute- I still have an outstanding balance on my previous loan of $23,343.32. The dealership is already selling my old vehicle on their website. They have not paid my balance as per contract and agreement. ??Whether or not the business has tried to resolve the problem- I have reached out numerous times to the sales person ********************* and the general manager *******************************.

  Business Response

  Date: 07/05/2024

  ****************** is correct.  We were unable to make this payment due to the Terrorist's hacking and shutting down the *** automotive website.  We have every intention of paying off the balance due on the car ****************** traded in to Maserati of Bergen County immediately now that *** is back in service.  I explained this to ****************** when he and I spoke.  I also explained to ****************** if he needed to make a payment in the interim I will gladly reimburse him the amount he needed to pay.  I anticipate the payment to go out to the bank on Monday July 8th, 2024.  I will email ****************** a copy of the payoff check for his records.  I will consider this matter resolved with the completion of this payment.

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased a used vehicle and paid cash. After agreement was made finance states no warranty would be granted unless purchase of their warranty from the dealer was purchased. Warranty was presented as a bumper to bumper warranty. Later was discovered that this was not the case when car brought back with a check engine light within a few weeks.Cancel request sent to warranty directly which was not from dealer but a third party.Refund requested since January. Its been 6 months and no refund given and company refuses to pay or explain why there is a delay.Would like full refund back.

  Business Response

  Date: 07/01/2024

  Any cancellation must be done in writing to the dealership.  Please send me your request.  My email address is: ***************************************.  I will be more than happy to process the cancellation and send the customer any refund due 

  Customer Answer

  Date: 07/09/2024

  
  Complaint: 21866893
  
  I am rejecting this response because:
  This has already been done months ago. This was also sent to and through the 3rd party warranty company who in turn also sent communication to Maserati Bergen County. I also have not received any call back or communication regarding this if this is all that is pending. I will resend another email regarding this again.
  
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:09/05/2023

  Type:Sales and Advertising 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.

  This dealership is committing "Deal Package Fraud" General Manager Robert C******** and Finance team member Henry is well aware of it. All numbers and terms were agreed on, given to me in writing and via text, the minute I'm ready to sign and drive the numbers some how changed and the deal was $7,000 more on the bottom line. My credit was ran and hit my score, the numbers all changed, and the manager Robert is now saying my trade numbers changed. Trade numbers changed in a matter of hours ????? This dealer is packaging deals.
  
  2019 Maserati Ghibli S Q4 GranSport VIN: ***************** STOCK: *******

  Business Response

  Date: 10/03/2023

  ********************** was in contact with ********************* (Finance Manager). They were discussing his trade in value and the price of the new car. ********************** was calling from his home. **************** quoted a price to ********************** over the telephone. **************** immediately realized he made a mistake on the prices quoted and called ********************** back and explained that he made a mistake and quoted him the correct price BEFORE ********************** left his home. The issue was the trade in value. I called ********************** and also apologized for the mistake. I invited ********************** to the dealership and promised him that I would personally handle all the pricing and give him the absolute best price possible. ********************** only wanted to yell at me and tell me that his family is head of the BBB and the ************************* and he was going to destroy me. If ********************** would like to come in as a gentleman and discuss his options it would be my pleasure to personally assist him.

  
  

  Customer Answer

  Date: 10/04/2023

  
  Complaint: 20557854
  
   I am rejecting this response because: This is all false information, shows the lack of integrity, ethics, and honesty this dealership has to its customers. How does a financial manager make a $8,000 trade appraisal mistake, how is a car pre-owned certified on the lot but the day of sale the customer is responsible for paying additional fees for the certification, how did the advertised price increase on the deal paperwork, and I can continue but it would be a pointless to all involved. 
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/13/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  5/8 I sold my Maserati Ghibli with a financed loan to dealer. Dealer promised me they will send a check to bank so the loan can be removed from my account since the car is sold to them.5/27 on the loan due date, which I was NOT supposed to be responsible for since the car was already SOLD. However bank didn't receive check from dealer, I still had to pay for the May monthly loan!! Otherwise bank will charge me late penalty!6/13 *********** again, they still haven't received check from dealer. However dealer told me they mailed the check 2 weeks ago. I asked them to provide proof of tracking, they never got back to me.6/27 **** loan due date is approaching, the car has been sold to dealer for over a month yet the loan is still under my name.I cannot imagine if I had to pay for **** monthly loan too after I already over paid ***'s?? HOW ON EARTH WOULD THAT MAKE SENSE? WHEN WILL THE CHECK ARRIVE TO BANK?? DID YOU SEND IT OR NOT?You really should be more professional and not to treat your customers like this. I have never dealt with ANY business like this before.The unprofessional level is beyond my imagine.

  Business Response

  Date: 06/30/2023

  A check for the full amount was sent to ********************* via **** in a timely fashion at the address given to ** by **********************  The customer contacted the dealership stating she never received the check.  When we asked her to confirm her mailing address SHE INFORMED US THAT SHE MOVED AND HAD A NEW ADDRESS.  To expedite a resolution to the issue I had ********************* come to the dealership and I handed her the check in person.  This issue is resolved and ********************* is paid in full.

  Customer Answer

  Date: 06/30/2023

  
  Complaint: 20181396
  
  I am rejecting this response because:

  1. I had emailed them my new address before they mailed the check to me. It is unacceptable they are stating they didnt know.
  2. Reason they asked me to pick ** in person was they wanted me to remove a previous negative ****** review in front of them in order to get my check back.

   

  I got my check but not satisfied with them being dishonest and pressured me to remove my ****** review.

   

  I need an apology by treated this way.
  
  
  Regards,
  
  *********************