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Discussion Starter · #1 ·
Anyone else have a hellacious experience with their FIAT Studio/dealership like I did?

I'm not a fan of publicly trashing businesses so I won't say which one this is - but I have been VERY disappointed in the quality of service since I bought my Sport in July. It has been one hassle after another, and some of the most pathetically unprofessional behavior I've ever seen in a sales context.

1. The sales person who first "hooked" me was a fried-looking, gravelly-voiced older woman who stank of cigarettes and was covered in pet hair. She cracked sex jokes and seemed to have a limited understanding about spec/tech details of the car. I know, I should have walked then, but this was one of few studios in my area. My options were limited.

2. When I finally signed the papers, I asked for the 2nd (spare) key. Which is standard, and essential to my situation as my boyfriend and I share a narrow driveway and have to move each other's cars a lot. There was no 2nd key. They tore the studio apart looking for it, I was at the dealership until 9pm trying to figure it out. They said, "we'll send it to you."

3. Over the last 4 months, I have called the dealership maybe a total of 8-10 times asking about the 2nd key. I would speak to someone different each time and be promised something different each time. It became almost like a game; I'd call about every two weeks and repeat my story and I'd get another name, and the following week that person would no longer be there or "wasn't in." YES I spoke with several "managers," a different one each time. On every call, I've been calm, cheerful, concise, clear and articulate. There's no chance in **** they couldn't understand what I was after. One time, I even called the 1-800-FIATUSA # and did a 3 way conference call with THE FIAT rep and a "manager" at this deslership who promised to call me back.........and never did.

4. One of the times I called, I **** you not, the phone was picked up by a male who sounded DRUNK. He was slurring his words so badly I couldn't understand a thing, and he giggled and hung up on me! I am not making this up.

5. For a punch line, FINALLY a female who answered the phone seemed to actually care about my situation. She actually called me back. She apologized profusely for all the runaround I'd been getting, and made an appointment for me to come in to get the 2nd key programmed and resolve the situation. Yay!

6. Boo! I drove the 35 miles to the dealership on my day off........and found this:
- they didn't have the proper cables to program my key
-the mechanic who was to do it called in sick
-the dealership/studio was in pieces, with construction debris everywhere, so they made me go down the street to the old Chrysler service desk, where no one knew what I was talking about
-the slimy "manager" at the FIAT studio was very obviously sick, blowing his nose and coughing all over everything. When he found out I'm a nurse, he seemed more interested in asking me what he could do to feel better instead of helping me. Then, he went outside to smoke a cigarette. Wow.

7. A seemingly sympathetic mechanic offered to drive to my house that upcoming weekend, leave me a loaner, drive my car to the Studio, program the key and drive it back to my house himself. We made a deal of it and exchanged cell#s.

8. I canceled plans and waited all day that Saturday for him and he never showed. I called the dealership again, and his cell, and neither #picked up.

9. As a side note, my credit union is bugging me for the new title and registration info. It's been almost 5 months and nothing from the DMV has shown up, no plates, no title, no nothing.

I am without my promised 2nd key, without a title or plates, my USB is dead, and she needs an oil change. Should I just go to another dealership? Should I call the DMV to see what's going on?

Is there a way to report this whole situation to some corporate entity at FIAT USA or Chrysler? When I called the 1-800-FIATUSA # they basically told me, these FIAT Studios are actually independently owned/franchised Chrysler dealerships and therefore there is no corporate oversight and nothing I could do. I don't believe that. Short of dragging their name through the mud on forums like this and Yelp, what can I do? Any ideas or discussion would be so appreciated.
 

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What a horrible experience. My advice:
1) Get a lawyer. I know that costs money. Do you have any friends or family members who are lawyers who can write a letter?
2) If getting a lawyer is not possible, go back to FIAT corporate. Tell them you want it in writing that they cannot help you with this problem
3) Tell the dealership OWNER (not a manger) what happened and if you don’t get your key in 10 business days you will be reporting them to the department of consumer affairs and the better business bureau, and reserve your right to take legal action.

Of these, FIAT corporate seems like a best bet. I simply don’t believe they don’t have any pull with Studios.
Oh, and me, I’d post the name of this dealership. They’ve earned that.
 

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Wow. While I was reading #7 I was expecting it to end with him hitting on you. Where the heck do you live? You need to blast off an email to everyone including the owner and copy Chrysler and Fiat with that email. You state your purchase date, your requests, the people you spoke with(send the emails to them too) and the disappointing responses. Everyone involved needs to know that someones head is going to roll or else.

I did this and I had every dept call me back for days trying to resolve the issue and someone did lose their job.
 

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that IS horrible. :eek:

I would recommend you find the NEXT nearest FIAT Studio and make nice with them. even if its several minutes/hours away........THAT kind of [email protected] should NOT be tolorated.

I would even recommend you go as far as contacting FIAT USA at their 800# and complain. hopefully they'll follow up on it but if not, at least YOU might feel somewhat better! :)
 

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Post it, I'll call them from Canada to give them sh!t
 

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Discussion Starter · #7 ·
that IS horrible. :eek:

I would recommend you find the NEXT nearest FIAT Studio and make nice with them. even if its several minutes/hours away........THAT kind of [email protected] should NOT be tolorated.

I would even recommend you go as far as contacting FIAT USA at their 800# and complain. hopefully they'll follow up on it but if not, at least YOU might feel somewhat better! :)
In the last paragraph I wrote I DID call them! And they said there was little they could do since each dealership/studio is an independently owned and franchised Chrysler dealership.
 

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Discussion Starter · #8 ·
Okay here goes nothing. FIAT of Van Nuys, CA.

Anyone know good email addresses of FIAT and Chrysler corporate? I know I can get them off their websites but if anyone has additional info, I'd like to carpet-bomb as many people as I can with my story.
 

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Yeah, that's not just sour grapes, dude, that's massive negligence and incompetence. I would give them (the dealership owner) one last chance, and tell them flat out that you've told people about them, but not named them, and how people are clamoring for the name of the dealership. If that doesn't get them to set things right, TELL THE WORLD about them by name. Post it to the Fiat facebook pages, post it here, Yelp, and everywhere else. Call your local news agency and see if their consumer advocates want to do something about it.
And if you can't get a lawyer, join Pre-Paid Legal to get one to send a letter. ;-)
 

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I have a few contacts withing Chrysler I can send you if you dont get anything from those emails ^^^

Make the extra trip to the Motor Village Dealer in LA... would be a bit of a drive though if you are out towards the Thousand Oaks area.. good people at the LA dealer
 

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That really sucks! (Sorry, but most descriptive word I could think of.)

My experience with the Studios I have visited have been so good, I've actually brought a couple of friends over to where I bought mine to show them around. I had a couple of relatively minor "prep" issues that were taken care of 110% better than any dealer I've ever bought from.

Oh, and they have a killer espresso machine. :)
 

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Oh my ...

I know we had a similar experience when we bought my husband's car. When we drove it off the lot, the car had a nail in the tire and we told the sales person about it and he said they would take care of it when we came back.

Well, we bitched and complained because they did not want to fix it. I, along with my husband, had to miss several days of work so we could take the car in. They kept it for almost two weeks and we kept calling and calling to see what was happening. Finally, we call and they tell us the car is ready and fixed. When we show up, they told us that they couldn't find the nail in the tire. So they kept the car for two weeks, for what? Nothing. So my husband walked up to the car and pointed straight to the nail in plain view. So we had to wait several more days so they could tell us that yes, they were going to fix the tire but they were only going to plug it.

That's when I lost it. We filed a complaint with BBB and I barged straight in demanding to speak the manager. The manager avoided me for about an hour so I walked straight into his office, while he had maybe customers and employees present, and I told him that he better talk to me.

We ended up leaving with a free ipod cable adapter and tinted windows. But I guess after all of the missing work days and gas spent, it wasn't free at all.

We will never shop from there again.

Anyway, my experience with my local Fiat dealer has been nothing but pleasant.
 

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Oh my ...

I know we had a similar experience when we bought my husband's car. When we drove it off the lot, the car had a nail in the tire and we told the sales person about it and he said they would take care of it when we came back.
This is unbelievable! There had to be a couple dozen cars on the lot with the same wheel and tire. All they had to do was swap it out. I would have cancelled the sale before driving away with a nail in he tire! If the choice was swapping wheels and losing a sale, you know they would have swapped out the wheel.
 
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