Hello everyone, I am not a very active member on this forum, however, I would like to share what has happened during this past weekend.

After reading, please advise what additional things I can do to escalate this situation. I have placed a message through contact us on infinitiusa, notified the service advisor, and waiting for service manager to contact me beginning of this week.

I have made the youtube video unlisted at the moment, depending on the final decision of the "dealer/infiniti" handle this situation.

Much Appreciated! Excuse my grammar btw lol

Infiniti of Mission Viejo
28471 Marguerite Pkwy
Mission Viejo, CA 92692

Every visit I came to service, it has been great until this recent visit.
My original service advisor was Memo, however, he has been resigned and I have received a new service advisor Tony.
Recently I have swapped my whole set of wheels for a new set due to many rashes and scratches. Therefore, I let Tony know about "no car wash" due to chances of having the wheels damaged from the rail of the car wash machine. However, he had gone ahead and car washed telling me that it has been "hand washed".

Now this Saturday (6/27/2015), I have came for my regular ester oil change for my g37. I have told the service advisor to have my car "hand washed" like the last visit he has done and has accepted my request.
This visit, my BLACKBOX is currently recording 24/7 front and back for any cautions that are going on without my presence. While going through the videos, I would see service drivers driving harsher on my car than any other cars. I could hear my car been REV and driven HARSHLY throughout the garage. I understand the service drivers would honk to give awareness to the workers that the car is coming through. However, WHY is ONLY MY CAR be REVED and HONKED?
When they park my car in the service garage, why are all the workers calling out the coworkers to check out my car and share what electronic modification I have done on the car? I don't see any next upcoming cars for service given that particular "greet/checkout car/rev/eye look around/excessively comment" on a customer's car that is currently being serviced.
I DID NOT come to have my car to have service workers/drivers to hamper around my car. I CAME to have a standard ester oil change. They SHOULD be putting the car on lift, drain oil, replace oil filter, refill, point inspection, and then DONE.

After the car has been serviced, next was the car wash that "Tony" assumes as "HAND WASHED". I see my car driven through the "car wash machine" when I clearly told for no car wash machine due to risk of the rails. Tony states that he has told the person who washes the car for "hand wash" instead of the machine. However, Tony assumed it would be done in hand wash and left the scene.
Due to the "busyness", they were unable to fulfill the request and had car go through the car wash machine. My concern is, no matter how busy it is, if you are UNABLE to fulfill the request, you should not have the car go through the machine without the customer's consent.
When the car is finished, Tony "assumes" it is "hand washed" and tells me he has done in "hand washed". So on my previous visit, are you assuming the car has been "hand washed" and making the customer feel special that it has been "hand washed"? When I have arrived home, there would be grudges on the rim of the wheels that could have brought damage.
For the sacrifice I make as a customer to pay premium prices, this is totally UNACCEPTABLE as if I had my car serviced at a random shop.

I will have my statement on stand until the service department has made attempt to fulfill the customer's satisfaction.

Infiniti of Mission Viejo - Car Dealers - Mission Viejo, NJ - Reviews - Photos - Yelp

Video of evidence: 0:23-0:34 Hard Rev.
0:36-0:43 Unnecessary speeding with throttle in the garage area.
0:50-1:50 Wasting time by hampering customer's vehicle private items (you can hear them touching the middle console that has various wiring.)
1:27-1:31 you can hear them putting additional slight throttle onto the car in neutral.
2:27-2:30 driver place more throttle at an unnecessary time.
2:48 Vehicle is being placed into the rail for carwash, when requested and confirmed for no machine car wash due to rail damaging the wheels.

 

Man I can see what you are talking about, you should talk to the service manager at the dealership. I know it sucks the rev your car up but they should respected your wishes of not passing it through the wash machine. If I were you I would do my own oil changes from now on. Especially since you have your ride hooked up. Good luck with that

 

thanks vicsg37 for the reply. yeah I have expected more Class from the dealership as it is Infiniti. Not just only the rev, but also how I can hear them touching the center console(arm rest bin) where I have all my wiring done for my car. If they have time to comment and fuss around with the car, why don't they use that time to hand wash the car instead.

 

Sorry for your troubles. Really, there is no honor at the dealer or manufacturer level these days. Infiniti is Nissan spelled backwards, nothing more. From what I understand, the only manufacturer of non-exotics who respects the customer and holds their stealers accountable is Jaguar. Not that JDP is anybody, but Jaguar owners consistently rate their dealer service and manufacturer consumer affairs highest in the industry.

If I am correct, nissan's ester oil is simply dyno oil with high ester content ($10 a quart dyno oi). I use Motul 5W-30 X-Max and do my own changes with a Bosch synthetic filter. X-Max is high ester synthetic and a 5 qt jug is $50 plus, but for my extra effort I get boutique quality synthetic oil anf filter, ester count that exceeds Nissan's dyno/ester oil, and the service dept goons never get to molest my G (and I avoid 1st degree assault charges cause there's no reason to pistol whip the bitches once you have hard evidence they deserve it wi thout doubt.

For me , stealer service is a last resort. Either the job is too big for me, or it's covered on their dime. No other time do they touch my ride.

Just my 2 cents.

 

You don't go to the dealer for a simple oil change. Either do it yourself or find an independent shop to handle this task. Your request is not unreasonable.

I've only had the fortune of having a single warranty repair performed. I told the service adviser absolutely no car washes. Inside was a 5.5 x 8 (half a sheet) with the words "DO NOT WASH" in bold letters taped over the lcd display.

Incidents like this justify having a camera in the car.

Edit: I wouldn't lose sleep over the revving. You got a nonstock exhaust, it echos off the walls when driven through the shop. You got some kid porter/oil change guy working on it.

As for the car wash, a full detail job with buffing is what I'd be requesting. Live and learn.

 

I understand your complaint. It is evident that they probably don't hand wash cars at all. It requires more effort than simply running it through the machine.

The wash brush used can cause scratches in the paint (more obvious if your G is OB). I'd advise they flip the bill for a complete detail, (wash, wax, polish) of your choosing.

As for the revs, ask them if that would cause any maintenance issues (i.e. "throttle service") which is being pushed at my local Socal dealer.

 

Wow pretty blown away by an Infiniti dealership doing this stuff. Unnecessary revving.Good thing you have video evidence. I am really paranoid when I give my car to the dealership too, only reason I took there was because I had one year of free oil changes as a part of the deal when I purchased the car. I would literally watch them every second they would move the car and see what they were doing, IE removing or touching things unnecessarily. As my car is slightly modified, some techs and others like to look at it. Which is fine by me. My only complaint was one time I let them wash my car as well. Supposedly they hand wash all their cars too as you stated. I regularly hand wash/wax my car. So I know how my paint looks. My car came back with swirl marks everywhere! I didn't feel like making a scene and I had no proof the swirls weren't there before so I just took it home and washed it again and buffed it.

 

The "unnecessary" throttling doesn't seem excessive IMO. It wasn't like he was redlining the hell out of it. He blimped the throttle a few times but nothing major. Yes they checked out your car, turned some ***** maybe, and pushed some buttons, etc. They were unprofessional but nothing harmful really. Car wash would be unacceptable though. Definitely make them pay for any damages done.

 

Thanks everyone for all the replies!
Appreciate all the comments and opinions about this issue.

Before I had the chance to speak with the service manager, the service advisor made several attempts to contact me because he felt the risk of his job.. I would try to negotiate with him by giving me reimbersement of the service, but he tells me that once payment goes through it can not be reversed. He says neither he or the cashier can reverse the payment... REALLY? Lol.. He tries to offer me free future service, which I do not even care for future visit. Later he tells me that the porter boy admits the rev and driving behavior, saying that he is 2 yrs younger than me and wanted to try out my car. Speaking with service advisor was just a waste of time with no possible solution.

Eventually i got ahold of the service manager to reimberse the whole cost of the service that was taken place that day. Unlike what the service advisor said, MAGICALLY the service manager and the cashier was able to reverse the payment. Glad that it didnt turn out with an ugly solution with the dealer. Thanks to the dashcam, the dealer was unable to avoid/ignore the issue.
I suppose the porter boy will be snail pacing through the garage from now on..
I usually do not like going to the dealership, however the reviews on yelp was pretty high for a dealership which made me go there consistently. But after this incident, i should stick to the personal shop i always go when i needed major repairs.

Lesson learned.. Stick with a shop that lets you watch your car being done.

I really recommend people to get the blackvue dr550 2ch.. Its pricey but its paying off lol. Records 24.7.

 

A Nissan dealer once test drove my son's 350Z for 40 miles. Never went there again...

 

"made several attempts to contact me because he felt the risk of his job"

Do you really think that?

 

yeap he said if I didn't put 10 out of 10 on the survey I receive for him, it would risk his job and those who worked on my car.

 

I see no issue other than the car wash thing, he blipped the throttle and was interested in your car and what you've done to it. Minus the car wash, I'd say overreaction on your part.