Van Nuys Fiat — Local services in Los Angeles

Let’s start at the beginning—December 2024—when I found myself stranded because the battery in my Fiat 500e key fob died. Simple fix, I thought. Replace the battery, and I’d be back on the road. Not so fast. Replacing the battery should have solved the issue. Instead, my original Fiat 500e key fob inexplicably disabled itself. Was it from swapping the battery? Who knows—Fiat apparently doesn't. I scheduled an appointment at Russell Westbrook Van Nuys Alfa Romeo, Maserati, and Fiat Service Department. I was informed it would cost $350 to reprogram my original key. Outrageous. I asked what a brand-new key would cost and was told “around $250.” Fine. I paid approximately $280 for a new key, which had to be special ordered. Two weeks later, I received a call that the new key had arrived. Eager to finally drive my car again, I headed down to Russell Westbrook Van Nuys Alfa Romeo, Maserati, and Fiat. And that’s when I was hit with the next surprise: The $280 key I had just paid for couldn’t do anything until it was programmed—for another $350. I was stunned. Furious. Why wasn’t this disclosed when I bought the key? Why is a key sold in a non-functional state with no clear explanation? No manager stepped in. No one apologized. No one even tried to resolve the miscommunication. I took my unprogrammed $280 paperweight and left. Fast forward seven months. I finally decided to get the key programmed. I scheduled another appointment for 10 a.m. I arrived, dropped off my car, and was told it would take about 90 minutes. By 10:58 a.m., I received a call—confusion over why I had three keys and only one worked. I calmly explained: one working spare, one original dead key, one brand-new unprogrammed key purchased from them. At 11:45 a.m., I got a second call. Still confused. I returned to the service department and explained everything again—how I had previously paid for the new key and was now trying to get it programmed. A manager was brought out. He asked how the “new” key was programmed if both other keys were “disabled.” I explained again that I had swapped the housing on the new key, but the electronics remained unused and needed programming. Then came the kicker: “We can’t program a disabled key.” So let me get this straight—Fiat designed a key fob that can disable itself simply from a dead battery or from being stored too long. And then, rather than resolving the issue, this dealership tells me my only option is to buy yet another $280 key—and then pay another $350 on top of that for programming. That was the end. I lost my patience. I expressed my anger—justifiably so—and the manager, rather than taking any responsibility, declared he would “not be disrespected,” as if my fury was somehow out of bounds after months of incompetence and nearly $700 in unresolved key issues. He instructed the service rep to “get the paperwork” and send me on my way. That was it. No solution. No effort. Just a dismissal.

Here's what I’ve learned: • Fiat/Chrysler has designed a car that can strand its owner over a dead battery in a key fob. Even the mechanical key won't help you start the vehicle without functioning electronics. • Russell Westbrook Van Nuys Alfa Romeo, Maserati, and Fiat Service Department will happily sell you an unprogrammed key, fail to explain critical costs upfront, and then charge you an additional $350 just to make that key work. • If anything goes wrong, don’t expect help, transparency, or accountability. You’ll get none of the above. I have completely lost confidence in: • Fiat’s engineering—for designing a key fob this fragile and critical. • Fiat’s customer experience—for failing to provide even the most basic failsafes. • Russell Westbrook Van Nuys Alfa Romeo, Maserati, and Fiat Service Department—for their stunning lack of communication, problem-solving, or basic professionalism. Not only will I never buy another Fiat or Chrysler product, I’ll go out of my way to warn others...

I have a great disdain for writing reviews but feel that it is necessary in the event that an issue is so unacceptable that i would be doing other customer or potential customers a disservice by not doing so.

I leased my 2017 Guilia from this dealer and while the experience was lack luster and not the most warm and happy one I associate with purchasing a new vehicle, it did not warrant a negative or positive review.

My issue is in regards to the service department. Never in my 30 years of purchasing cars have I had the negative experience I have from this dealership. Coming from a customer service background, the first thing I can say is that the staff I have been in contact with have left a bad taste in my mouth to say the least. No greeting, no smile, nothing!! In any event, to the actual event that has brought me to my review.

My moonroof was inoperable. I made an appt. to take it in and it was discovered that the motor was "fried". I was told there was no sense leaving my car since it would take about a week or so before the part came in. I would get a call when it was in then arrangements would be made to have me bring my vehicle back, and drive a loaner until the repair was made. The approximate time given to me for this process was approximately 2 - 3 weeks. About 2 months later i realize I am still waiting for the call. I contact the dealer again, and nobody seems to know what happened. Mind you this is after several calls. I then speak to the person (Elizabeth) in the parts department and she assures me she would personally order the part now that it was determined someone dropped the ball. I say ok, fine. I get a call a couple of days later asking me to make an appt to come in to have the repair done. I make my appt for the following Saturday. I show up at the dealership to drop off my car and low and behold, the part was never ordered. I asked to speak to the manager, was never given the opportunity to do so. The service tech simply asked me to give him a chance to make this right and only showed me a copy of the part that was NOW being ordered. It magically appeared in stock the following Tuesday and my car is in the shop now. The service tech that knew about the issue saw me walk in to drop off my car and didn't even make eye contact with me. The tech that greeted me (Yohana) was very friendly, knowledgeable and even advised there was a recall that would be taken care of while my car was in.

Now, that fact that nobody had the courtesy to apologize for all of my inconvenience is far from unprofessional amongst other things. It reconfirms my decision to not do business with this dealership again. My lease is up in 2 months and I love the Guilia so much I plan on leasing another and guarantee I will not give Fiat of Van Nuys my business. You can do so at your own discretion but you have...

If you really value your vehicle and your wallet, do not bring your behicle here. Not only they give you different stories regarding your vehicles needs, but they also do not want to warranty any parts you buy from them. Really bad customer service people. Managers are never around and the workers get to call the prices they want. I love my fiat dont het me wrong, but last oil change I went to, one of the aervice people said that They could not do the oil change because the drain plug was tampered. I told them that it was a pamper seal from other fiat dealership which service person said, “ we dont believe it and we wont do the oil change unless we sell you a brand new oil pan and drain plug. I could not believe what this fool was telling me. He even said, take your car out of here and take to other dealership and let them figure out what needs to be done. I contacted other dealerahip in Glendale and got on the phone with the fool that wanted to sell me an 800 dollar oil pan excluding labor. Glendale dealerahip made it clear it was tamper seal on oil pan plug and it is fine to unscrewed it and do oil change.

Please what wver you do, do not trust any of their service people or mechanics there. They have no clue regarding fiat vehicle. You have...