Faulkner Infiniti of Willow Grove

To whom it may concern: This client came in on 6/16/for a water leak occurring on both the passenger side and driver side of vehicle from the top of the windshieldThe client was charged $for the cleaning of the sunroof drains on his car due to an excessive about of debris found in the drainsHe called on June 27th to inform the Service department that the car was leaking on the driver side of the car, yet the passenger side was still dryThe customer was asked to bring vehicle in that day so we could check and verify the leakThe client at that point asked if A: We could provide him with a loaner car when he dropped the vehicle off, he was leaving town the following day and would not be back till the following FridayThe client was informed we could not lend him a loaner vehicle for an entire weekThe client was again suggested to bring the vehicle in to have the leak checkedB: He asked if we were going to reimburse him for fuel and tolls since he had been to the dealer three times this monthThe visits he mentioned were for three different repairs, one in April and two in June, again all different repairsThe client was informed that it is not our policy to pay for gas and tolls for a client to visit the dealer, however we would stand behind the work that was performed and that the water leak would immediately be checked and resolved at no chargeHe said that he expected not to be charged, but expected a monetary type of incentive because he had to return to the dealerHe was told once again that is not our policy, in which he said he would have to make an appointmentThe client has made an appointment for Friday 7/03/for us to check the water leak Thank you, Stan C [redacted] General Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Hi ***,I am truly very sorry for the hassle in getting this headlight replaced We have had many personnel issues since Faulkner has purchased Infiniti of Willow Grove from the previous owner on 9/1/ I would like to invite you back to the "New Faulkner Infiniti of Willow Grove" and experience the difference with all new people and processes I would also like to offer you a free oil change and tire rotation as well.Please give us a call at ###-###-#### to schedule your appointmentThanksKevin R***PresidentFaulkner Infiniti of Willow Grove###-###-#### [redacted] @faulknerinfiniti.com

To Whom it may concern, The information given by the General Manager was given to Him by myself Steve the Service ManagerI offered the customer to bring me the car immediately for service on the SaturdayThe customer then asked if he could have a loaner car and I said I did not have one availableThe customer then said he was going out of town the following day and wanted to know what would happen if it rained were he was goingI again offered Him to bring me the car that day so we could stand behind our workHe stated that if I was not going to give him a loaner he could not bring me the carThen he asked if He could bring the car would I refund Him for gas and tolls to come to the dealerI told the customer that we stand behind our work, we would recheck the water leak at no charge, that day, however it was not our policy to pay for a clients gas and tollsThe client stated that if we were not going to give Him a loaner, and we were not going to pay for his gas and tolls, he would not bring the car up that SaturdayThe customer called back and scheduled an appointment for July 3rd with a loaner car reserved Steve W [redacted] Service Manager [redacted] Willow Grove

[redacted] 's extended warranty company denied the coverage of the replacement engine We are unable to perform any repairs to his car until we know if it will be covered under his extended contract or until he agrees to pay for the repairs His engine is filled with oil sludge from lack of routine maintenance

This complaint was from months ago? Has it not been resolved yet?

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ***

Mr Carey did have a scheduled appointment to test drive and visually inspect the vehicle on 9/6/@1pm He did offer to leave a CC deposit to hold the vehicle which we refused to take and did tell him it was "not necessary" On 9/6/@ 10:am this same vehicle was sold and the customer purchased and paid for the car in full prior to [redacted] ***'s scheduled appointment Also, the sales representative emailed [redacted] at 11:14am on 9/6/to let him know it was sold at least hour prior to his arrival [redacted] was never promised that we would hold the vehicle for him Vehicles are available first come first serve We do not have another vehicle available at the same price point therefore we cannot offer him the same deal

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This is the incorrect company*** *** sold the Infiniti Store to the Faulkner Organization on 8/31/Please make this change and advise Faulkner Infiniti they have a customer concernPlease remove this complaint from the *** accountThank you

Hi ***,I am truly very sorry for the hassle in getting this headlight replaced. We have had many personnel issues since Faulkner has purchased Infiniti of Willow Grove from the previous owner on
9/1/16. I would like to invite you back to the "New Faulkner Infiniti of Willow Grove" and experience the difference with all new people and processes. I would also like to offer you a free oil change and tire rotation as well.Please give us a call at ###-###-#### to schedule your appointmentThanksKevin R***PresidentFaulkner Infiniti of Willow Grove###-###-####***@faulknerinfiniti.com

*** ***'s extended warranty company
denied the coverage of the replacement engine. We are unable to perform any repairs to his car until we know if it will be covered under his extended contract or until he agrees to pay for the repairs. His engine is filled with oil sludge from lack of routine maintenance

To whom it may concern:
This vehicle came to us for PA State Inspection and Emissions InspectionThe vehicle failed due to excessive play in the tie rod endsThere were also several other repairs that were needed, all of which were declined by the customerAmong those repairs needed
was a spiral cable for steering wheel controls to operate, a new air pump for suspension in rear of vehicle, a door light and a wheel and tire balanceThe client declined all repairsWhen we inspected the car there was no issue with the brakes that would have warranted us to perform anything other than a visual inspection of the brakes for PA InspectionThe client stated that after he left here he had someone else perform work on his vehicleIt was after someone else worked on his vehicle that he and his wife heard a rattleOur Service Manager drove the vehicle with a technician they only heard a minor rattle from the exhaust heat shield that was then correctedThe client then returned a third time with a noise and the emergency brake pads in his handThe e-brake pads are located inside of the rear rotorsAnother shop had been working on the vehicle where they removed the rear brake caliper and rotors this is the only way the client could have the e-brake pads in his hand. We cannot be responsible for repairs to a vehicle that has been worked on by another shop. The client drove 1,mile from time of inspection until time of him returning with the e-brake pads in his handIt is possible for the emergency brake pads to become sprung if the client drove with the e-brake engaged for a small amount of timeIn order to pass a PA Inspection the e-brake must hold the weight of the vehicle in which it did at the time of inspectionNo further inspection of the e-brake would have been requiredWe cannot be held responsible for something that could have happened at any-time after inspection or when it is consistently worked on by a non-*** dealership/shop
Thank you,
Stan C***
General manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This complaint was from months ago? Has it not been resolved yet?

To whom it may concern,
The client did not return from the original inspection until days later. The client states that the rattle was heard immediately after we worked on the truck, however did not return for days The truck was driven three times on the June the twelfth date with no noise heard except that from an exhaust heat shield that was repaired at no charge. The client stated that another shop took the brakes apart before the 6/visitThis was again another seven days between visitsThis was when the customer stated that the car was at another shop and is why by the customers own statement he came in with the e-brake pads in his handThis means that someone outside of *** of Willow Grove between the June the 12th visit and the June the 19th visit was working on this truckThe e-brake pads are inside of the rear brake rotorThis means that some between June the 12th and June the 19th was working on the brakes
Steve W***
Service Manager
*** Wiloow

This is the incorrect company*** *** sold the Infiniti Store to the Faulkner Organization on 8/31/Please make this change and advise Faulkner Infiniti they have a customer concernPlease remove this complaint from the *** accountThank you

Mr Carey? did have a scheduled appointment to test drive and visually inspect the vehicle on 9/6/@1pm.? He did offer to leave a CC deposit to hold the vehicle which we refused to take and did tell him it was "not necessary".? On 9/6/@ 10:am this same vehicle was sold and the
customer purchased and paid for the car in full prior to *** ***'s scheduled appointment.? ? Also, the sales? representative emailed? *** *** at 11:14am on 9/6/to let him know it was sold at least hour prior to his arrival.? ? *** *** was never promised that we would? hold the vehicle for him.? Vehicles are available first come first serve.? We do not have another vehicle available at the same price point therefore we cannot offer him the same deal.?

This complaint was from months ago?? Has it not been resolved yet?? ?

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***