I posted some of my service experience at Aston Martin Boston on another thread but it deserves it own. My 21 DBX has been at the dealer for almost 3 months. It has been determined that one of the front struts has been leaking since I purchased it CPO 2 years back. It was brought in shortly after purchase but dealer never properly diagnosed it at the time. The dealer now will not honor to do the full repair even though Aston Martin will cover to replace both struts. The dealer deemed that I am responsible to pay for a $3k suspension module that operates the struts. The service person has made countless(over 20 times at least) promises of when there would news or when the vehicle would be complete. The latest promise was that the repairs would be completed by last Thursday. The dealer is located about an hour drive from me. Today I decided to go take a look for myself on its whereabouts/condition at the dealer. To anyone considering servicing their Aston Martin at Aston Martin Boston PLEASE DO NOT UNDER ANY CIRCUMSTANCES! The service location is in the parking lot of a rundown Advance Auto Parts location surrounded by dozens of other busy small businesses. All vehicles are all out there in the open. Nothing separating them from all traffic and people. No walls, fences, gates, etc. Literally millions of dollars of brand new Aston Martins out in the wide open public parking lot. I spotted my DBX immediately from the main road. My DBX is parked next to a broken 30 year old jeep, looking as if it was stolen, stripped of parts, abandoned, and on top of it crashed on the rear bumper. I left the vehicle there is pristine condition. I just had it completely detailed and ceramic coated. Now it just sits there in ruins. The vehicle doesn't look anywhere near complete. All underbody panels, wheel wells, and other parts are off the vehicle. I'm furious that it has been damaged and they never notified me. Even with a perfect bumper repaint the paint will never have factory new finish. There is serious diminished value now. I'm lost for words on how i feel about this whole situation. I feel betrayed, taken advantage of, and abused. This isn't the way a service department should work in any brand. And this is Aston Martin. See pictures of dealership, DBX before and after.
Before taking to dealer.

3 months later sitting abandoned at dealer. This in the advance auto parts parking lot. Everything out in the open.

Rear bumper damaged. Not notified of damages.

Look at all the Aston Martins in the Advance auto parts parking lot.

 

What a horrific experience 😡

 

That is really too bad and sorry for you and this situation.

Aston ownership, in many places in the US is two edged. They are some of the most beautiful, unique cars from a company that is teetering with very poor support to its customers. I hear stories all the time about cars sitting at dealers BC, either they don't have enough experience to really diagnose and find faults, or they cannot get parts or support from the mother ship.

I feel lucky with my DB11 (which will NEVER see the inside of a dealership backroom....ever.) that I've been able to do my own diagnosis and repairs for everything I've needed in the last two years. If it ever breaks down to a point that will cause it to be disabled, it will be in the security of my garage, and I will work to any end to repair it myself.

I know that doesn't work for many, but on these cars, to me, Aston Warranties or CPOs in the case of used cars have little meaning.

 

I've had Aston's for half my 72 years - originally Lagonda's. At the time I bought my Lagonda's 90% of all Astons made were still on the road and they still had great parts and support for all of the cars. I could actually get parts in fairly reasonable time because they could fabricate just about anything, and the prices were not too awful in cost.

When I took my Lagonda's out (I had all three series) of the series 2 and 3 the chance something (minor) going wrong was just part of having a hand formed and built car with seat of the pants engineering. The series 4 was much more reliable. never an issue with engine or transmissions, but pretty much anything else was open to issues.

When Ford took the reigns everything improved. I had to get service at Lake Forest Chicago from Minneapolis. Bought a new 2007 V8 Vantage assuming things would fail so I purchased a 5 year no mile limit warranty (the no longer offer that). Second day I had the car there was a squeal from the fan belt. I called Lake Forest service at 8AM and 15 minutes later a flat bed arrived at my office! I asked what they (on call truck) were charging to get the car to Chicago and they showed me a $1500 invoice. The next evening the car came back. I had another minor issue a year later - same thing picked up in the morning - they delivered it next evening. Because I had a 5 year warranty and my business was doing spectacularly good, I figured drive the **** out of the car and enjoy it 5 years than trade for a new one - anything that breaks so be it. I had to sell because of the recession as my land development design business was hard hit. But in the two years I owned it, I drove it aggressively and that car was amazingly bullet-proof. In general, the Vantages are reliable cars IF OWNERS SERVICE THEM PROPERLY.

When Ford sold, Aston started the downhill spiral which continues to this day.

At Morries in Minneapolis, who recently dropped the brand and who's current management treats customers like #@%$@ there was a beautiful orange V8 Vantage sitting outside all winter in the snow and ice waiting for a part that came in about a month ago.

The Ferrari dealer walking distance from my office wants my service work, and I know Aston Corporate is looking for alternatives in this market for warranty and general service. Maybe they will do a deal with Ferrari or another alternative.

Aston is running on fumes - unfortunately this means they are ignoring the critical existing owners by not providing parts. Without parts there cannot be quick services. My buddy Dale headlight is out and he was told there are none new, and he can't even find the proper one used. DB9 and Vantage tail lights condensate, and then knock out the LED's. Aston knew this was an issue from 2006 through 2017 yet did nothing. Savvy owners who don't mind wrenching or hire a shop to reseal and vent (YouTubes on this), or Divinatech, which was the route I took. Why Aston never fixed this issue I cannot fathom. A dealer told me the new models also have the same issue!

I've been in communication with Corporate at least on my local service but did mention to them people complained about Boston AM also and that they should be reading complaints on blogs and here.

 

I would recommend anyone looking to purchase an Aston Martin to first visit the dealer that will service the vehicle. Unfortunately the closer you are to a major city the better your chances.

 

Thank you. I appreciate the mention. If brand new vehicles can't be serviced by their own dealers, they shouldn't be sold. Period.

 

Definitely. I never could've predicted the disaster waiting for me. I always had great Porsche service with my current and previous Porsche vehicles. I think it may be the pinnacle in luxury and performance. With dealers that can actually service them correctly and quickly. Even though Aston Martin may be more luxurious. Whats the point? New Aston Martins are disposable?

 

I am not making excuses for Aston Martin, Their problem is scale. Porsche sells more cars in a month than perhaps Aston Martin in a year. That said if you cannot support your product then it really does not matter how good your product is, it will ultimately fail.

Most AM dealers also support other exotics and the more successful ones also support a main stream brand (i.e. Nissan, Toyota etc.) This allows them to have the main brands subside, to some extent the AM repairs.

 

I have used Galpin and I cannot say enough great things about them. They would never let customer cars sit out in some parking lot like that, they are kept inside out of the elements.

 

If I had been jacked around by the Boston dealership like you. I would have contacted the Attorney General of Massachusetts. Maybe also call the state police and report the car has been vandalized or wrecked or both. Let the dealer explain to them about your damaged SUV. Then let your insurance company know also. They may send a claim adjuster to check it out. Let them get involved explain the damage and now diminished value of your vehicle. The down side is getting vehicle serviced there in the future. I think AM can’t afford to lose anymore dealerships so I am not sure if they can or will help.
AM is a great car when it runs but if you can’t get it serviced why have one. Oil changes are $1200 or a brake fluid change is $600. No wonder people go to independent shops for service on routine service. The service department keeps the place going because they sure are not moving any cars. If I were to but a 2019 onward Vantage I would wait a few more years and get one with 15000 miles and 1/3 or so of the cost of a new one.
This may be what you get when a clothing guy owns the company. Stroll will run the company to ruin then someone like the Middle East sovereign fund will buy him out or somebody like Geely will get them and try to turn AM around. But it will take years to turn them around if possible.

 

Just returned from the Orlando dealer. As I have said before, they have consistently treated me extraordinarily well. If you can get to them that’s the dealer that I recommend.

 

unfortunately I'm in Massachusetts

 

This kind of thing is a problem with any brand which has a limited number of dealerships, you are so dependent on how good or bad the dealer is that happens to be near you. Aston seems to be worse than others because they don't seem to hold their dealers very accountable, which I have certainly run into. Luckily my local dealer is pretty good and I have a couple of other choices if need be.

 

@B4uget2old
That really sucks. Sorry to read this is how it has played out. Did you send these photos to AM Corporate?

The owner of your local franchise is indifferent to the marque or its customers. That dealership totaled a friend's DB9 recently and could care less.

Anyone who's passionate about AM or Lotus has left. Sales staff has is a revolving door and they are yet to have a full-fledged dealership for either franchise. The cars are stored in off putting conditions as you've documented. Both the cars in service and for sale sit exposed all year round and it shows.

I was hot for an Emira but knowing what I would have to deal with made me think twice. Aston corporate is aware of what's going on and I think they'd revel in someone else taking the franchise. The old ownership and staff cared, were passionate about the marques and supporting them.

 

Funny (ok not so funny) story. We happened to be driving on Rt. 1 South on a Sunday evening at dusk. I decided to stop at Aston Martin Boston since I'd never been there, and I thought I'd ogle cars for a few minutes and drive on. We found the place in, as the OP says, a very unlikely location. More suitable for a sandwich shop than a high end car dealer. A couple or maybe 3 cars inside that we could see through the window, and the rest sitting outside. I'd pretty much had my fill of looking around (there were not a lot of cars there) when I put my hand on the latch of the rear gate on a brand new DBX707 in the lot (such as it is - more like a few parking spots). The car was unlocked, that the rear hatch opened right up. The battery tender and umbrella and other misc stuff was back there. I soooo wanted that umbrella but I'm no thief, so I just opened the driver's door and got to sit in the vehicle for a while. That part was fun, but I have no desire to back there 😎