Faulkner Infiniti of Willow Grove

Hi [redacted],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[redacted]PresidentFaulkner Infiniti of Willow Grove###-###-####[redacted]@faulknerinfiniti.com

[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]

[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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:   The response by the general manager of [redacted] of Willow Grove, PA is clearly erroneous, patently and deliberately deceitful and misrepresented. Firstly, it was the service manager Steve, who said he did not have a loaner car for me on Saturday June 27, 2015, when he asked if I could bring the car back on Saturday, for [redacted] to make the full repairs they were paid to during the earlier visit. I certainly DID NOT REFUSE TO BRING MY CAR BACK ON SATURDAY BECAUSE A LOANER WAS NOT AVAILABLE FOR A WEEK. I told Steve I was preparing to go away and could not bring my car there on Saturday. [redacted] general manager's response attempts to make it appear their gross failure to make the required repairs which I paid for and they mislead me to believe were done, is not the issue since I could not bring my car back on Saturday. I reminded Steve I was just there on Monday June 22, 2015 for [redacted] to stop and repair the water leak to my car. I asked if he would reimburse me for my additional expense, i.e. gas and tolls, for having to travel back and for the same repair issue, which he refused. I thought this was a reasonable request, in view of Infiniti's  failure and responsibility to make the TOTAL REPAIRS WHICH THEY CHARGED ME FOR AND MISLEAD ME TO BELIEVE WERE PROPERLY DONE, which makes it necessary for me to return back to Infiniti. Obviously, customer service is not a priority for [redacted] of Willow Grove, PA, when this customer has to resort to filing a complaint with the Revdex.com, seeking redress to this issue.  It has rained several days during my trip, which has resulted in a couple of inches of water, which has caused damages in my car and to my clothing, in addition to embarrassment, as a DIRECT RESULT of Infiniti's failure to stop the leak and prevent the water from entering my car. I made an appointment for July 3, 2015 when I return from my trip. If [redacted] of Willow Grove, PA finds that me asking for reimbursement for my additional travel expenses is OUTLANDISH, then they should give me a FULL REFUND AND I WILL GLADLY TAKE MY CAR TO ANOTHER [redacted] DEALER, TO HAVE THE REPAIRS PROPERLY DONE, and seek legal assistance for the resulting damages  caused by Infinit of Willow Grove, PA failure to make the repairs in the first place.Sincerely,[redacted]
ng
ring

To whom it may concern:
  This client came in on 6/16/2015 for a water leak occurring on both the passenger side and driver side of vehicle from the top of the windshield. The client was charged $60.95 for the cleaning of the sunroof drains on his car due to an excessive about of debris found...

in the drains. He 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 dry. The customer was asked to bring vehicle in that day so we could check and verify the leak. The 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 Friday. The client was informed we could not lend him a loaner vehicle for an entire week. The client was again suggested to bring the vehicle in to have the leak checked. B: He asked if we were going to reimburse him for fuel and tolls since he had been to the dealer three times this month. The visits he mentioned were for three different repairs, one in April and two in June, again all different repairs. The 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 charge. He said that he expected not to be charged, but expected a monetary type of incentive because he had to return to the dealer. He was told once again that is not our policy, in which he said he would have to make an appointment. The client has made an appointment for Friday 7/03/2015 for us to check the water leak.
 
Thank you,
 
Stan C[redacted]
General Manager

Mr Carey did have a scheduled appointment to test drive and visually inspect the vehicle on 9/6/17 @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 9/6/17 @ 10:30 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 9/6/17 to let him know it was sold at least 1 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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The details listed by [redacted] of Willow Grove are NOT correct.  The rattle from the rear wheel was heard immediately (yet intermittent) after receiving the vehicle back from inspection on 6/2.  It was not after someone else worked on the vehicle. No other service was performed on the vehicle by any other mechanic before returning to [redacted] of Willow Grove on 6/12 because the noise from the back wheel was getting progressively worse.  On that 6/12 visit, the dealership said there are no issues that they can find (besides tightening the heat shield) - but the rattling noise from the back wheel was still very prominent driving home from the dealership. Was the rear wheel even looked at? Or just a rush test drive and no desire to look for the real issue (on a Friday afternoon)? They made note that the brake backing plate was rattling, but not adjusted.  What was causing it to rattle?  Did anyone look? At this point, I had no choice but to take it to another mechanic since [redacted] of Willow Grove claims nothing is wrong but the continued noises/rattling obviously state otherwise.  I took the vehicle to a mechanic on 6/15.  During this visit to another mechanic it was quickly discovered that the e-brake was the source of the rattling noises. No work was done on the rear wheel other than noticing the rattling, taking off the rotor to identify the rattling and the e-brake pads falling out. As a note - while the brake backing plate was noticeably pried away, neither were loose or rattling in anyway as stated by the dealership. It was not until the visit to [redacted] of Willow Grove on 6/18 that they acknowledged that the e-brake was obviously a problem (because I had the e-brake pads in hand) which caused the noises and further damage. The rattling was no longer present after the e-brake pads fell out. There is no way this is just 'a bad coincidence' as they stated. The noises and rattling were consistent from the time of our first visit (6/2) and after our second visit (6/12) - no work was done on the car between these two visits.As for the other work that was declined - (1) none of it was needed for inspection; (2) the cost for the repair from [redacted] of Willow Grove was exorbitant.I am not asking [redacted] of Willow Grove to be responsible for repairs that another shop performed.  But I am asking that they own up to issues that result from their shop when the vehicle is returned to me. We do not use the e-brake except on rare occasions (and do not recall using it anytime after the service on 6/2) - and there were no noises before the car was brought in for inspection. Could the e-brake have sprung while one of the mechanics/drivers at [redacted] had it on, in their possession, even for a small amount of time? Because the noise/rattling occurred when the vehicle was returned - not before.  It also appears to me that non-[redacted] mechanics are more competent in finding the real issues then the ones at this dealership. 
Regards,
[redacted]

To Whom it may concern,
The information given by the General Manager was given to Him by myself Steve the Service Manager. I offered the customer to bring me the car immediately for service on the Saturday. The customer then asked if he could have a loaner car and I said I did not have one available. The 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 going. I again offered Him to bring me the car that day so we could stand behind our work. He stated that if I was not going to give him a loaner he could not bring me the car. Then he asked if He could bring the car would I refund Him for gas and tolls to come to the dealer. I 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 tolls. The 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 Saturday. The customer called back and scheduled an appointment for July 3rd with a loaner car reserved.
 
Steve W[redacted]
Service Manager
[redacted] Willow Grove