I would like to share my terrible experience with my 2018 Giulia Quadrifoglio
I bought a brand new 2018 Giulia QV in March this year at Auto Gallery Santa Monica. Beautiful spec black on black wheels with black interior. Yellow calipers, this car was amazing. 78K spec. I am a car collector, I own many Porsche, and I also have a 74 GTV and a 88 Milano verde. I was looking to replace my Cayenne Turbo with something different. When I saw that car in the showroom it was love at first sight.
Took possession of the car in March, and decided to respect a very strict break-in procedure as well as doing an oil change after 1000 miles. After a week only and 60 miles, the engine check light came out. I brought back the car, they diagnosed a bad battery, replaced it, and in a matter of 24h, I had my car back, happy.
3 weeks after, 1100 miles, I started to hear a noise in the steering/suspension, every time I would take a sharp turn. I decided to bring it back to the service as well as changing the oil for the first time. Service advisor on the phone when I told him I wanted an oil change : “what for???, manufacturer does not recommend this, laughing at me”. Well I could have spent 20 min talking about the benefits of changing the oil after 1000 miles but was it really necessary? I want an oil change, that’s my problem right? Anyway, that genius did not propose a loaner, and I came back home hoping to have my car back soon after that.
Well….this was 6 weeks ago, the car is still there, cover with dust, the whole front suspension out, lemon law lawyer involved, and me living with my frustration and waiting for my money back.
First week, communication by SMS with Mr Genius, “I have no news for you, we didn’t start the car, we are busy” (why did you ask me to bring the car on a tuesday then?). Second week “we take the whole front suspension appart, didn’t find anything wrong” Third week “we had to fly a special mechanic to LA who thinks we need to change the whole front subframe/suspension” Fouth week “waiting for parts” Fifth week “waiting for parts” Sixth Week “waiting for tooling, we never fixed that part so we don’t have the right tools”. At that point I lost my passion for that lemon of a car and decided it was over.
The whole time, I had to insist to have updates on the car, I always felt I was bothering that service advisor. Talking with service Manager, and Auto Gallery CEO, they both agreed at one point that the car would never be or feel the same, and I should ask for a replacement or my money back. I got in touch with Alfa Service Care department, telling them the whole story, they didn’t seem to realize the gravity if the situation. You buy a 80K + USD new car, drive it less than a month, and it’s blocked for 6 weeks for a problem they can’t fix. They call me back telling me “we are going to try our best to fix the car” after I clearly mentioned I wanted my money back OR a replacement.
At that point I contacted a Lemon Law lawyer who took my case quickly, told me it was an easy case, and Alfa was not very clever not to try to deal directly with me, as now they will also have to pay the lawyer fees.
But the whole process will still take time, I don’t expect to have my money back before September, it’s extremely frustrating… I am furious.
I told Auto Gallery CEO, I still loved that car and would even be ok to try my luck with another one, once I would get my money back, he then found the same spec, told me he would hold it for me, but come on….if I need to wait few months to get my money back…
Plus Alfa won’t cover the 1600 usd front clear bra I installed after I bought the car…
I leave the best for the end. When I told the service advisor that I would stop by to pick up the stuff in my car, he answered “don’t forget to bring back the loaner car”…. That genius knew my case so well that he even didn’t remember that he never proposed one…
Well done Alfa Romeo …. your come back in USA is a success, you are following the path of Fiat and their wonderful consumers rating in this country!