Rusnak Bentley Rolls-Royce

Rusnak Bentley Rolls-Royce responded

Chuck, thank you for sharing your efficient experience while shopping with us. We are grateful for your business and look forward to any future visit. Have a great day.

Rusnak Bentley Rolls-Royce responded

Cindy, we appreciate you informing us that your experience was enjoyable. Christopher is going to enjoy the news that you are so satisfied. Congratulations on your new vehicle. Let us know if there is anything else that we may assist you with.

Rusnak Bentley Rolls-Royce responded

Mr. Albert Abkarian, Thank you for taking a moment to complete several social media reviews in lieu of speaking with me directly regarding your recent visit. Please allow me to respond as well to your concerns. I am very glad to hear that the rattle noise has finally been resolved. The car has been in several times over the last year with multiple descriptions of where the noise was coming from, from a clunk noise in the left rear of car, rattling and clicking in the left dash area and noise in the left front seat. We have looked at the vehicle and spent quite a bit of time driving and trying to verify the intermittent noise during those visits. At no time, during any of those visits, did we charge you or the body shop after the accidents, including yesterday’s visit. We decided not to charge you any amount (original inspection fee of $207.25) due to the inconvenience of the amount of trips it took to find the exact noise. In the end, the lower encapsulation panels have been damaged and knocked loose from either an accident, parking blocks, curbs or otherwise, creating the noise. This is not a warrantable repair that Maserati can reimburse Rusnak Maserati service for, so we absorbed the technicians time to assist you. Regarding the horn. This was a brand new concern that you asked us to inspect. The advisor clearly advised you that the car would be inspected, and if the concern was not a warrantable repair covered by Maserati NA, an inspection fee of $105 would be charged if we inspected the vehicle, diagnosed the issue, and you declined the necessary repair. This is also clearly indicated on the repair order you signed for acknowledging the inspections to be made. We found the horn to be damaged along with the bracket that mounts them, from an impact. After raising the vehicle and removing all of the lower encapsulation panels, it is very clear that the horns, hidden behind the bumper and above the lower panels, had be damaged from impact. Whether that happened from a parking block, or from an accident, I cannot say. Unfortunately, if I was to replace the part under warranty and then send the part back to Maserati NA for their review, they would decline the repair and not pay our service department for the part or labor because it was physically damaged. This would become a loss to us. We did provide an estimate to replace the horn, which you declined, and we charged you $105 as agreed upon at time of writing up your vehicle, to find out why the horn was not working. As always, should you return to have the repair completed, we will deduct the $105 from the total estimate provided to complete the repair. In conclusion, we absolutely hate to see you leave Maserati, they make amazing vehicles such as yours, and are sorry for the unfortunate news that we cannot absorb the cost for a repair that was caused by outside influence. This is a business and we are here to make a fair profit as any business should. Unfortunately, we at Rusnak and Maserati NA may have lost your business moving forward based on your unwillingness to accept that the horn was damaged by impact, and not a warrantable defect. We are still committed to assisting you should you ever decide to return. Happy Holidays, Brian Edwards Service Manager

Rusnak Bentley Rolls-Royce responded

Good morning Mr. Hailey, Thank you very much for the feedback on your recent experience! It is our pleasure to assist you and we look forward to working with you again in the future. Please contact us anytime with questions or concerns on your Maserati, we are always here to assist you. Brian Edwards Service Manager

Rusnak Bentley Rolls-Royce responded

Good morning David Rips, Thank you for completing the survey regarding your experience after we spoke yesterday. Unfortunately, we inadvertently did not reinstall the SD card for your navigation after the software recall was completed as we should have. This serves as a great lesson for our staff to make sure the vehicle is returned after every visit as received. Unfortunately, the receptionist is not familiar with how each recall may be performed and may have relayed incorrect information in trying to assist you. We are happy to rewash the vehicle and clean any scuff marks present at your convenience. Due to the current demolition of the AVON building directly behind our location, we are experiencing a considerable amount of dust and debris this week. Please feel free to contact me directly at 626-316-5607. Brian Edwards Service Manager