Infiniti Service - Soured the brand
06-24-2008, 12:15 PM
#1
Infiniti Service - Soured the brand
I believe I am officially done with infiniti. I have never experienced worse customer service on anything in my entire life. Now granted, my experience is purely with the service department at Major Infiniti in KS, and not the dealership I bought it from which was in St. Louis, however, that SHOULDN'T matter at all.
I have been treated like dog crap the day I walked in for service. I'm going in for my 4th time now for the muffler/exhaust rattle issue, all 3 prior times I've been refused service on the car, after going out of my way to get the car there after work so it could be cold started, having the service manager and 2 techs ride with me and verbally say they heard the sound and then find out 2 hours later they decided the vehicle is in perfect condition.
The loaner car I get is crap, its got the torque converter clutch going out and its hard to drive because of that. Then when I call the service manager to tell him about how I'm going to drop it off the night before so we can cold start it, has the tenacity to tell me that "Well because you left the car with an empty tank last time we're going to require you to pay $12 up front this time". Sounds legit right? WRONG. The loaner car he gave me had 1/8 of a tank on it when I got it. I drove it 15 miles, and put in $5 and I have the f'in receipt. I returned the car with a bit over 1/8 of a tank of gas and he has the ***** to say I left him a car with no gas in it?
I proceeded to tell him this and that I will not pay them anything because the car had no gas in it when they gave it to me, they can't expect to receive the car with more gas then when it was taken. I told him I had the receipt as well and yet he continued on to say well we're now requiring everyone to pay 12 dollars up front because of what happened with you last time. I couldn't believe this crap, he trys to blame their incompetence and inability to manage keeping their loaners with gas in it on me. A respectable dealer would leave their loaners with a good 12-15 dollars of gas in it and then mark the tank position and mileage, and then retrieve money from the customer afterwards if there was any discrepancy. Instead I get the dealer once again accusing me of lying and blaming their problems on me.
I have recorded visual and audio proof that my muffler makes a loud rattle on start up, and its getting worse now to where it does it after being warm and sitting for 30min. I have gone to the regional specialist on the matter but they said they couldn't do anything because the dealer has to diagnose it. I have proof positive that my car is not acting the way it was when it was bought, and I am not having them line my car up against a new car in their garage with the service manager present with the tech working on my car, and I'm going to show them the sound. IF I get refused again, I will NEVER BUY INFINITI again, I will sell my car as soon as it makes sense to do so. I can't believe I pay 40 thousand dollars for a ****ing car and I get this kind of service.
It is beyond me how a company can operate like this...
I have been treated like dog crap the day I walked in for service. I'm going in for my 4th time now for the muffler/exhaust rattle issue, all 3 prior times I've been refused service on the car, after going out of my way to get the car there after work so it could be cold started, having the service manager and 2 techs ride with me and verbally say they heard the sound and then find out 2 hours later they decided the vehicle is in perfect condition.
The loaner car I get is crap, its got the torque converter clutch going out and its hard to drive because of that. Then when I call the service manager to tell him about how I'm going to drop it off the night before so we can cold start it, has the tenacity to tell me that "Well because you left the car with an empty tank last time we're going to require you to pay $12 up front this time". Sounds legit right? WRONG. The loaner car he gave me had 1/8 of a tank on it when I got it. I drove it 15 miles, and put in $5 and I have the f'in receipt. I returned the car with a bit over 1/8 of a tank of gas and he has the ***** to say I left him a car with no gas in it?
I proceeded to tell him this and that I will not pay them anything because the car had no gas in it when they gave it to me, they can't expect to receive the car with more gas then when it was taken. I told him I had the receipt as well and yet he continued on to say well we're now requiring everyone to pay 12 dollars up front because of what happened with you last time. I couldn't believe this crap, he trys to blame their incompetence and inability to manage keeping their loaners with gas in it on me. A respectable dealer would leave their loaners with a good 12-15 dollars of gas in it and then mark the tank position and mileage, and then retrieve money from the customer afterwards if there was any discrepancy. Instead I get the dealer once again accusing me of lying and blaming their problems on me.
I have recorded visual and audio proof that my muffler makes a loud rattle on start up, and its getting worse now to where it does it after being warm and sitting for 30min. I have gone to the regional specialist on the matter but they said they couldn't do anything because the dealer has to diagnose it. I have proof positive that my car is not acting the way it was when it was bought, and I am not having them line my car up against a new car in their garage with the service manager present with the tech working on my car, and I'm going to show them the sound. IF I get refused again, I will NEVER BUY INFINITI again, I will sell my car as soon as it makes sense to do so. I can't believe I pay 40 thousand dollars for a ****ing car and I get this kind of service.
It is beyond me how a company can operate like this...
06-24-2008, 12:31 PM
#2
Wow, sorry to hear that, I'd definitely let Corporate know about it.
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06-24-2008, 01:31 PM
#4
it is not infiniti. you've had the unfortunate luck to run into a douchebag of a service mananager and i think we all understand your frustration. if i were you, i would write a letter to the general manager with a cc to the service manager. in it, request the name, number and business address of the regional vp and infniti corporate. i know you can find this online, but make a statement ad have these ****** worry about their lack of professionalism.
does your car fall into the production vins that apply to the muffler tsb? you shouldn't have to deal with this run around since corporate has acknowledged the problem.
there are great infiniti service depts. and there are poor ones. don't let one a$$hole sour you.
does your car fall into the production vins that apply to the muffler tsb? you shouldn't have to deal with this run around since corporate has acknowledged the problem.
there are great infiniti service depts. and there are poor ones. don't let one a$$hole sour you.
06-24-2008, 01:43 PM
#5
Man Greg, your experience keeps getting worse and worse. I've had the exact opposite experience. Other than them washing my car and putting swirls in it without telling me first, I've had great luck at my dealer (Clear Lake Infiniti). Your dealership seems like they have only a-holes working there.
Please don't take this wrong, but are you sure that you haven't done something to **** them off at you from the start to get such poor treatment? I'm not accusing you, I'm just asking if maybe you got off on the wrong foot to start with and it's snowballed from there? It seems like nobody should be treated the way you are unless they are just a jerk and yo don't seem like it. I hope it gets better for you and you get your problems taken care of. It sucks that you don't live in a bigger market where you could just go to a different dealership.
Please don't take this wrong, but are you sure that you haven't done something to **** them off at you from the start to get such poor treatment? I'm not accusing you, I'm just asking if maybe you got off on the wrong foot to start with and it's snowballed from there? It seems like nobody should be treated the way you are unless they are just a jerk and yo don't seem like it. I hope it gets better for you and you get your problems taken care of. It sucks that you don't live in a bigger market where you could just go to a different dealership.
06-24-2008, 01:47 PM
#6
not entirely true. a horrible service dept. will allways have poor service no matter if you bought your car there or not. i find it odd that general management would put up with this since dealerships depemd on their service depts. for much of their income. i also find it odd that they would refuse common warranty service, since they get paid by corporate for this work. am i mistaken? if i am, someone please enlighten me.
edit
these forums are a good place to get the low down on dealership service for those who have several to choose from in their vicinity.
edit
these forums are a good place to get the low down on dealership service for those who have several to choose from in their vicinity.
Last edited by speedracer g37; 06-24-2008 at 01:56 PM.
06-24-2008, 02:04 PM
#7
it is not infiniti. you've had the unfortunate luck to run into a douchebag of a service mananager and i think we all understand your frustration. if i were you, i would write a letter to the general manager with a cc to the service manager. in it, request the name, number and business address of the regional vp and infniti corporate. i know you can find this online, but make a statement ad have these ****** worry about their lack of professionalism.
does your car fall into the production vins that apply to the muffler tsb? you shouldn't have to deal with this run around since corporate has acknowledged the problem.
there are great infiniti service depts. and there are poor ones. don't let one a$$hole sour you.
does your car fall into the production vins that apply to the muffler tsb? you shouldn't have to deal with this run around since corporate has acknowledged the problem.
there are great infiniti service depts. and there are poor ones. don't let one a$$hole sour you.
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06-24-2008, 02:18 PM
#8
Wow I can't even count how many times I've got a loaner Full or not and brought it back with no gas, they never have given me any problems. There is now an official TSB with regards to the muffler rattle, you should no longer have a problem getting it serviced.
06-24-2008, 02:51 PM
#9
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Oh damn Greg, I'm scared now. I'm supposed to take my car to Major here soon. I have heard the service dept wasn't that bad (everyone knows the sales dept sucks big time) but now I will be on guard when I go up there for service.
06-24-2008, 05:30 PM
#12
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I'd add trying to go "lemon law" to my list of things...
... to try to do to their sorry a$$e$. That manager must have a really tiny one to $crew with people for no reason...Hope your luck changes soon!
06-24-2008, 05:58 PM
#13
Thanks for the encouragement guys. I am actually one of the most easy to work with people you can meet. I am very chill and almost never get upset. This dealer has gone out of its way to push my buttons and to continually claim I #1 Have no clue about cars and #2 Have no problems with my car. This is why I am refusing to leave the dealership until I have had my car in the garage side by side with a new car so I can show this so called service manager/mechanics what the problem is and how it doesn't occur on other new 6mt coupes.
I have gone through corporate and got to the regional manager. Is there anyone above them I can get to? I am ready to take this all the way up the latter. I will also do the letter to the General Manager explicitly stating I will never recommend and in fact will sway people away from this dealership due to my experience with them.
My car is INDEED covered under the TSB that is currently out. I printed it out after being denied the 2nd time, and still, after the third visit I showed them the TSB and that my car was covered and I was denied again. I'm not nit picking either, When I rev up my car it makes this rattle that is deafening and is extremely cheap sounding and sounds as if my muffler is about to fall off.
I also want them to fix the possible throw-out bearing being seized as my car makes a very loud grinding sound when the clutch is released but makes no sound when it is depressed. I've noticed stuttering while releasing the clutch now so I think its getting worse. Of course if I can't get them to warranty something covered in a TSB whats the chances of them covering something that isn't?... None.. Aside from those 2 issues, I'm completely happy with my car and love it, but these two issues are horrible.
When I start up the car and drive away in my neighborhood I have to be sure to keep the car below 2500rpm's, otherwise there will be a loud resonating metal rattle sound that everyone will look at and think an old 1980's civic junker is driving by.
I take the car in next week Wednesday, so I'll keep you informed. I'm not using their loaners since they now require an upfront payment for gas, and have continued to blame me when I have proof to contrary of all their claims.
I have gone through corporate and got to the regional manager. Is there anyone above them I can get to? I am ready to take this all the way up the latter. I will also do the letter to the General Manager explicitly stating I will never recommend and in fact will sway people away from this dealership due to my experience with them.
My car is INDEED covered under the TSB that is currently out. I printed it out after being denied the 2nd time, and still, after the third visit I showed them the TSB and that my car was covered and I was denied again. I'm not nit picking either, When I rev up my car it makes this rattle that is deafening and is extremely cheap sounding and sounds as if my muffler is about to fall off.
I also want them to fix the possible throw-out bearing being seized as my car makes a very loud grinding sound when the clutch is released but makes no sound when it is depressed. I've noticed stuttering while releasing the clutch now so I think its getting worse. Of course if I can't get them to warranty something covered in a TSB whats the chances of them covering something that isn't?... None.. Aside from those 2 issues, I'm completely happy with my car and love it, but these two issues are horrible.
When I start up the car and drive away in my neighborhood I have to be sure to keep the car below 2500rpm's, otherwise there will be a loud resonating metal rattle sound that everyone will look at and think an old 1980's civic junker is driving by.
I take the car in next week Wednesday, so I'll keep you informed. I'm not using their loaners since they now require an upfront payment for gas, and have continued to blame me when I have proof to contrary of all their claims.
06-24-2008, 07:13 PM
#14
Make sure you file a complaint with Infiniti Consumer Affairs. Hey $12 isn't bad if they give you a full tank, keep the car for a week and bring it back empty. I've taken mine on vacations for 5-6 days just so I didn't have to put the miles on my G35 lol, never had any problems, and quite frankly it's sad they want a deposit for a loaner! Pathetic stealer****!
06-24-2008, 09:45 PM
#15
Yeah these guys are scrabbling over $12 when they give you the loaner ( all 3 times ) with 1/8 of a tank. What are the expecting? I'm not putting more gas then what I received in the car originally. Bad enough I have to drive cars that are automatics but when you press the gas lightly from a stoplight, the car just JERKS forward b/c the torque converter clutch is stalling until 3500+ rpms. Lame. I will go to my dealership if I can't get this resolved next wednesday.
One thing is for sure. I'm not leaving the stealership until I've had them do exactly what I want as far as diagnosing the sound. I've been pushed around enough now. I'm definitely prepared to make a scene, let everyone else know what they are getting themselves into if they buy from them. Its not too much to ask for a proper diagnosis of a car, I get better help from the birds who crap on my car.
One thing is for sure. I'm not leaving the stealership until I've had them do exactly what I want as far as diagnosing the sound. I've been pushed around enough now. I'm definitely prepared to make a scene, let everyone else know what they are getting themselves into if they buy from them. Its not too much to ask for a proper diagnosis of a car, I get better help from the birds who crap on my car.
