Demetrio Merlino | Page 8

Great experience!!! I walked into the dealership a couple of weeks ago, after almost having a deal closed with BMW. After trying and loving the car, I laid down the term I walked into the dealership a couple of weeks ago, after almost having a deal closed with BMW. After trying and loving the car, I laid down the terms I wanted to make a deal. Demetrio made it happen. Customer friendly and supportive. Great support from Dave and Brandy. Best car buying experience ever!! More

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BEWARE OF THIS DEALERSHIP AT ALL COST! I could not be more disappointed in a dealership as I am with Ferrari Maserati of Fort Lauderdale. Prior, I drove a Mercedes and BMW, then decided to I could not be more disappointed in a dealership as I am with Ferrari Maserati of Fort Lauderdale. Prior, I drove a Mercedes and BMW, then decided to get a new 2015 Maserati this time from Ferrari Maserati of Fort Lauderdale last month. The entire experience has been a SERIOUS disappointment. The sales person, Demetrio Merlino was nice and pleasant to deal with when I was at the dealership. However, everything from there on was mostly a disaster. My brand new 2015 Maserati Ghibli is less than one month old and is going into service for the THIRD (3rd!!) time in last 3 weeks for the exact same issue!! Not only that, the service guy I was assigned to, Luis Cue, was rude, disrespectful and sexist. He also lied about the first repair (told me that they replaced the low battery of my new car with a NEW battery... but then found out from the service manager a week later that it was a "lie" (verbatim, as the service manager put it)... turns out they only "charged" the dying battery). Why would my brand new car with 23 miles on it have a bad battery? And why would they LIE and say they REPLACED it when they only "charged it". I had to have the service manager look up all the paperwork to confirm this lie, which he did. Additionally, the two times that they gave me a loaner car, Luis Cue marked the paperwork as stating that the gas tank was Full, when it was almost empty (1st loaner) and then marked the paperwork for the second loaner as having a full tank when it was at a half tank (I have photos to prove). He incorrectly marked this paperwork, expecting that the loaner vehicles be turned back in with a full tank. He is dishonest and sexist. He does not communicate properly with female customers and does not apologize after rude behavior. Very disappointed that a brand like Maserati would employ a service employee like Luis Cue. He did not care about the issues with my car, that were very serious. He had no concern to repair my brand new car that I had been so excited about and instead, just casually told me I could "lemon law" the vehicle. He had no regard to help me! I just wanted my brand new vehicle to work properly- is that too much to ask? Moreover, my car has had the SAME EXACT issue where the horn/alarm goes off randomly while I am driving (very dangerous as I have to actually pull over, stop, turn off the car, and then turn on the car in order to get the alarm horn to stop sounding) for the entire time I have had this car, which as been less than a month. It has been serviced twice and is going back in for service for the 3rd time for this same issue. I even have video footage of this occurring! This happened to me twice this morning (October 21st) and I just got my car back (out of service) from the dealership less than 2 days ago. This issue keeps reoccurring after they have serviced it for this twice already and is now going into service for the third time now. This is very serious as I have to pull over each time, even when I am in moving traffic, just to stop and restart the car! Also, the car has locked me out of the vehicle twice (with the keys being inside the car) which it is not ever supposed to do (service confirmed this). One time, my dogs were inside the car and I went to open the door to let them out as I got out and all doors locked immediately. This was very serious. Yet, Luis Cue did not care. Had I not had access to a second set of keys, I would have had to call 911 or a locksmith to get my dogs out. But again, no concern from Luis Cue. He would not even directly discuss or communicate with me and instead would only address my boyfriend, as he is sexist and does not deal well with female customers. He even degraded me in the office as he tried to "explain how to read a gas gauge of a car"... Disgusting. I have been driving for almost 2 decades, have an MBA degree, and can certainly read a gas gauge of a car to see if it is "half-full" or "empty." This was sincerely a disrespectful comment from Luis Cue. The only good thing I can say about the dealership is that the service manager, Gabriel Casanova, took over the assignment of my vehicle issues and at least, he is very kind and actually responds quickly to all messages (I can't say this about anyone else at the dealership). He has been attentive and has made my vehicle much more of a priority after the amount of upset I have dealt with after 2 times of the car being in service. Gabe is probably the best asset (or the only asset) that the company has, so far as I have met. However, when I asked for the contact information of the General Manager of the dealership and any/all other upper management to discuss the serious matter of my car going into service for the 3rd time for the same issue, I was not given the contact info for any such persons. (so maybe there are some other good managers at the dealership, besides Gabe Casanova, but no one has been willing to connect me to any other managers so I wouldn't even know... I can hardly get a response back when I call the main dealership phone number). What's more is that Nicole Diamond, the Title Clerk, would not respond back to several phone calls and voicemails for over a week after I relentlessly reached out to her about the Registration on my brand new car being incorrect (Name). Additionally, Brandy Herndon, the F&I Manager did not disclose some of the important information on the lease and would not respond back to phone calls or emails when I requested copies. Once this dealership closes the deal with you, they have such low standards for response time and concerns for any issues regarding repairs, registration errors, missing financial copies, service appointments, requests for speaking with higher management, and more). I never, EVER, expected such lack of details from any car brand, especially that of Maserati. At this point, I am still waiting to have my NEW car repaired for the multiple and repetitive issues that it is still having. I have had this car less than one month and it was brand new at 23 miles when I got it on Sept. 23rd, 2015. Not only am I disappointed that the car is having so many problems still (and going into service for the 3rd time in 3 weeks since getting the car), I am more disappointed with the way that I have been treated by the staff of this dealership, other than Gabe Casanova. This whole experience has had me so upset and stressed, and yet, there doesn't seem to be anyone else at the dealership going out of their way to improve my overall experience to make me feel better. I understand that a car can have issues and technical problems, but there is absolutely NO REASON for the way that I have been treated by most of the staff at Ferrari Maserati of Fort Lauderdale. There is such a low standard of response and lack of care by this dealership. I have no idea what to do at this point but to hope and pray that they can fix my new car correctly this time. I don't want to have to take it in for the same issue for a 4th, 5th, or 6th time. I am really praying that this dealership can get their act together, fix my car, and at the very least, treat me like a human, with respect. What's worse is that I got this new car due to my last car being totaled when a drunk driver hit me head-on near the airport in Miami (could have killed me), so I am so extremely busy with doctor appointments every day and have surgery scheduled in a few weeks due to the injuries. Therefore, I am already stressed and in pain everyday, but on top of it all, I am spending numerous hours going back and forth to this dealership and spending hours at the service department each time to fix the same exact issue with my car. I have spent nearly as much, if not MORE, time driving a loaner vehicle than I have had an opportunity to drive my actual new car. I am so disappointed and just want my car fixed properly, decent response time, kind communication and a level of concern for this situation right now. I don't believe that this is too much to ask from a great brand, as Maserati. Again, I am just hoping and praying that Ferrari Maserati of Fort Lauderdale can and will fix my car so it actually works, and that they can be kind, honest and respond back quickly. More than anything, I want to be treated with respect, which so far, this dealership has failed to do. I can't even get in touch with any top management except for the service department. I would really like and appreciate this dealership's upper management to contact me to address these issues, if they even care. Please wish me luck. More

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