Bad Service Experience on First Complimentary Service - Alfa Romeo Stelvio Forum
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post #1 of 15 (permalink) Old 10-08-2019, 06:01 PM Thread Starter
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Unhappy Bad Service Experience on First Complimentary Service

****** motors owns this dealership alfa of ********(1) along with Alfa of *********(2), which is 30 minutes further away from this one.When I called them to make an appointment, Dealer#2 service advisor offered me to do free tire rotation as the tire rotation a part of my first complimentary service. Same was offered by alfa of westbury(100 miles away) where I purchased my car. I made appointment at Dealer#1, because they are the closest and they had the earliest appointment available. When I got there I sensed the change on the face of service advisor as soon as he found out that this car was not bought at this dealership. Then he tells me I have to wait for the previous car to be done, even though I had 10 am appointment and I was there 950 am. I asked him about the tire rotation and he said, They do not recommend it and will only do it if I pay for $84 labor. When I made appointment they told me that Tire rotation will be a part of my first complimentary service. And of course even after making an appointment I had to wait 2 & 1/2 hour to get my car back. One thing to note is that they told me that they can not offer me a loaner because I did not buy the car there.

As soon as I drive out of the parking lot I can feel the tires are over inflated. I see TPMS is showing 37 on all 4 wheels. Alfa recommend 33 front & 36 rear. I did not like my bumpy ride back home.

When I went home from work at 5 pm, as I was checking my Oil level meter in the infotainment system, it was showing the level at 60% of the bar.
When I got the brand new car it was all full at 100%,
When I took the car in the service for it was showing 75%,
And after the oil change it was showing 60% instead it should show 100%. I called back and the guy asked me to come back the next day and they can take a look at it.
I could not take another day off from work so I sent my brother and They must have added little more oil and then it was showing 80%. But the service advisor was still trying to tell me that as long as oil level is showing between two bars , its ok, but my point was how come it can show lower than it was before if you just performed an oil change.

After the oil change on the first day, service advisor told me that he will email all the paperwork regarding the work done later that day so that I do not have to wait for him to print it. Yes that's good but how long does it take to print 2 pages. even after he said that he never send me the paperwork in my email. Once I called back at 5pm to complain about low oil level, instead of paperwork he send me this email asking me to confirm in the email that I have picked up my car.

And no car wash/ vacuum was offered or performed. I was at other dealership owned by the same group 3 months ago for some warranty work and they hand washed the car and cleaned the interior. But not this guy.

and all this drama I called Dealer#2 which is owned by the same ppl (****** Motors), and they told me that tire rotation is included into the first service if customer wants it. He also ack the different tire pressures in front vs back.
So two service advisors in two dealerships(Both owned by one group) tell me two different thing.

Very disappointed with the service of this dealership who happens to be maserati dealer as well. I took my uncle's Porsche Cayenne for service and it was such a wonderful experience. I wish I had somewhat similar.

My question to all of you is should I do the Tire rotation(apparently just from the look of it, I do not think they need rotation right now. 7 months - 9000 miles)? Would it throw off the alignment?
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post #2 of 15 (permalink) Old 10-08-2019, 08:12 PM
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One thing to note is that they told me that they can not offer me a loaner because I did not buy the car there.
That is not unusual. I bought my car at Miller Motorcars in CT, but I live on Long Island. Both the dealers on Long Island have stated that they do not offer loaner cars unless you bought the car from them.

The lead time for service at either dealer down here is 3 weeks. While you weren't happy with the experience, it sounds like you didn't have to wait a long time for the appointment. Wish I could say the same.

Frank Sapienza

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post #3 of 15 (permalink) Old 10-09-2019, 10:04 AM
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Originally Posted by [email protected] View Post
****** motors owns this dealership alfa of ********(1) along with Alfa of *********(2), which is 30 minutes further away from this one.When I called them to make an appointment, Dealer#2 service advisor offered me to do free tire rotation as the tire rotation a part of my first complimentary service. Same was offered by alfa of westbury(100 miles away) where I purchased my car. I made appointment at Dealer#1, because they are the closest and they had the earliest appointment available. When I got there I sensed the change on the face of service advisor as soon as he found out that this car was not bought at this dealership. Then he tells me I have to wait for the previous car to be done, even though I had 10 am appointment and I was there 950 am. I asked him about the tire rotation and he said, They do not recommend it and will only do it if I pay for $84 labor. When I made appointment they told me that Tire rotation will be a part of my first complimentary service. And of course even after making an appointment I had to wait 2 & 1/2 hour to get my car back. One thing to note is that they told me that they can not offer me a loaner because I did not buy the car there.

As soon as I drive out of the parking lot I can feel the tires are over inflated. I see TPMS is showing 37 on all 4 wheels. Alfa recommend 33 front & 36 rear. I did not like my bumpy ride back home.

When I went home from work at 5 pm, as I was checking my Oil level meter in the infotainment system, it was showing the level at 60% of the bar.
When I got the brand new car it was all full at 100%,
When I took the car in the service for it was showing 75%,
And after the oil change it was showing 60% instead it should show 100%. I called back and the guy asked me to come back the next day and they can take a look at it.
I could not take another day off from work so I sent my brother and They must have added little more oil and then it was showing 80%. But the service advisor was still trying to tell me that as long as oil level is showing between two bars , its ok, but my point was how come it can show lower than it was before if you just performed an oil change.

After the oil change on the first day, service advisor told me that he will email all the paperwork regarding the work done later that day so that I do not have to wait for him to print it. Yes that's good but how long does it take to print 2 pages. even after he said that he never send me the paperwork in my email. Once I called back at 5pm to complain about low oil level, instead of paperwork he send me this email asking me to confirm in the email that I have picked up my car.

And no car wash/ vacuum was offered or performed. I was at other dealership owned by the same group 3 months ago for some warranty work and they hand washed the car and cleaned the interior. But not this guy.

and all this drama I called Dealer#2 which is owned by the same ppl (****** Motors), and they told me that tire rotation is included into the first service if customer wants it. He also ack the different tire pressures in front vs back.
So two service advisors in two dealerships(Both owned by one group) tell me two different thing.

Very disappointed with the service of this dealership who happens to be maserati dealer as well. I took my uncle's Porsche Cayenne for service and it was such a wonderful experience. I wish I had somewhat similar.

My question to all of you is should I do the Tire rotation(apparently just from the look of it, I do not think they need rotation right now. 7 months - 9000 miles)? Would it throw off the alignment?
Hi [email protected],

While I sincerely regret to hear of the experience that you had, I do greatly appreciate you taking the time to provide the full details. Please know that this is certainly not the type of experience we expect for our loyal Alfa owners. If it would be of interest, I would be more than happy to have your feedback formally documented within our internal system. This will allow me to provide you with a case number for reference. Along with that, I have already taken your feedback expressed here and escalated it to the appropriate leadership team for further review.

Mark
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post #4 of 15 (permalink) Old 10-09-2019, 10:07 AM
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I NEVER let a dealer touch my tires. I always show up with my Guage post service to check. Seems all techs are clueless about tire pressures.


Will not cause alignment issues. If tire mileage is important to you, rotate. If fresh rubber every 2-3 years is more important, just run them till done or as i do with snow tire season, rotate in spring annually. Really depends on driving style. If you grind around corners locally, you will wear outside front edges more dramatically. Highway drivers will wear the rears quicker across the tread.

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post #5 of 15 (permalink) Old 10-09-2019, 10:18 AM
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The dealership experience is an area of opportunity for Alfa. The vehicles are premium and sold at premium prices but the service experience is well short of premium. My local dealers - there are 2 in the city - stated that until there is a lot more volume of Alfa sales they cannot offer a loaner and other premium experiences as it's just not cost effective to do so. The other side is that this dealer is part of a MUCH larger network including Mercedes, Kia, Jeep, Dodge, Ram, Chrysler. All are located n connecting parking lots so they could offer a nicer dealer experience if they wanted to. The best dealer experience (service especially) I have ever had was with Lexus. Wishing Alfa dealers mimicked that experience a bit - matching that experience with the job of driving the Alfa!
John

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2019 Jeep Grand Cherokee - Hers
2019 Chrysler Pacifica - Ours
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post #6 of 15 (permalink) Old 10-09-2019, 03:27 PM
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Originally Posted by [email protected] View Post
****** motors owns this dealership alfa of ********(1) along with Alfa of *********(2), which is 30 minutes further away from this one.When I called them to make an appointment, Dealer#2 service advisor offered me to do free tire rotation as the tire rotation a part of my first complimentary service. Same was offered by alfa of westbury(100 miles away) where I purchased my car. I made appointment at Dealer#1, because they are the closest and they had the earliest appointment available. When I got there I sensed the change on the face of service advisor as soon as he found out that this car was not bought at this dealership. Then he tells me I have to wait for the previous car to be done, even though I had 10 am appointment and I was there 950 am. I asked him about the tire rotation and he said, They do not recommend it and will only do it if I pay for $84 labor. When I made appointment they told me that Tire rotation will be a part of my first complimentary service. And of course even after making an appointment I had to wait 2 & 1/2 hour to get my car back. One thing to note is that they told me that they can not offer me a loaner because I did not buy the car there.

As soon as I drive out of the parking lot I can feel the tires are over inflated. I see TPMS is showing 37 on all 4 wheels. Alfa recommend 33 front & 36 rear. I did not like my bumpy ride back home.

When I went home from work at 5 pm, as I was checking my Oil level meter in the infotainment system, it was showing the level at 60% of the bar.
When I got the brand new car it was all full at 100%,
When I took the car in the service for it was showing 75%,
And after the oil change it was showing 60% instead it should show 100%. I called back and the guy asked me to come back the next day and they can take a look at it.
I could not take another day off from work so I sent my brother and They must have added little more oil and then it was showing 80%. But the service advisor was still trying to tell me that as long as oil level is showing between two bars , its ok, but my point was how come it can show lower than it was before if you just performed an oil change.

After the oil change on the first day, service advisor told me that he will email all the paperwork regarding the work done later that day so that I do not have to wait for him to print it. Yes that's good but how long does it take to print 2 pages. even after he said that he never send me the paperwork in my email. Once I called back at 5pm to complain about low oil level, instead of paperwork he send me this email asking me to confirm in the email that I have picked up my car.

And no car wash/ vacuum was offered or performed. I was at other dealership owned by the same group 3 months ago for some warranty work and they hand washed the car and cleaned the interior. But not this guy.

and all this drama I called Dealer#2 which is owned by the same ppl (****** Motors), and they told me that tire rotation is included into the first service if customer wants it. He also ack the different tire pressures in front vs back.
So two service advisors in two dealerships(Both owned by one group) tell me two different thing.

Very disappointed with the service of this dealership who happens to be maserati dealer as well. I took my uncle's Porsche Cayenne for service and it was such a wonderful experience. I wish I had somewhat similar.

My question to all of you is should I do the Tire rotation(apparently just from the look of it, I do not think they need rotation right now. 7 months - 9000 miles)? Would it throw off the alignment?
Hi [email protected],

I just wanted to pop back into the thread to give you a heads up that I sent you a private message regarding your situation. Please take a moment to review that and follow up with me there when you can!

Mark
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post #7 of 15 (permalink) Old 10-14-2019, 01:46 PM Thread Starter
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Did anyone had low oil level showing right after the oil change as it shows in the pic that i posted?
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post #8 of 15 (permalink) Old 10-14-2019, 02:38 PM
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Did anyone had low oil level showing right after the oil change as it shows in the pic that i posted?
You're fine, man. As long as the oil level is ANYWHERE between those two bars at either end of the scale, you're good-to-go. When the oil level is below or above those bars, you need to either add or drain your oil until it's ANYWHERE between those two bars.

If the 4-Cylinder Stelvio actually had a dipstick, this is how you'd read it
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post #9 of 15 (permalink) Old Yesterday, 05:28 PM Thread Starter
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You're fine, man. As long as the oil level is ANYWHERE between those two bars at either end of the scale, you're good-to-go. When the oil level is below or above those bars, you need to either add or drain your oil until it's ANYWHERE between those two bars.

If the 4-Cylinder Stelvio actually had a dipstick, this is how you'd read it
Thanks.
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post #10 of 15 (permalink) Old Yesterday, 05:57 PM
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Just yesterday I brought my Quadrifoglio in for the 9,000 mile service Airpark Alfa in Scottsdale AZ. I went to Las Vegas to buy the car cause I saved about $7K. When I arrived the Service Manager said it would take about 2 1/2 hours and asked me if I wanted a loaner or a complimentary Lyft. I took the Lyft ride and 5 minutes after I got in the car I received a text that said “Thank you for trusting Airpark Alfa with your car. We will keep you posted on our progress”. They called me back in 2 hours and advised me the car was ready. They also offered a wash but I declined. By the way I hope someone from Alfa Care reads this and compliments the Alfa Service Manager Jon Kenny for his excellent customer care. Total charge $0.
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