Infiniti of Bellevue

10/11/ To Whom it may concern: Ms [redacted] did bring her vehicle into our facility and requested to have the vehicle key cylinders replaced, have an oil and filter change service, and requested that we give her an estimate to replace her broken door handle and chrome accent piece on her door lockHer year old vehicle with 163,miles on it had a multi point inspection performed that showed a total estimate of repair items needed totaling $12,547.68, all of which were declinedThe repair to replace her key cylinders did in fact take longer than a standard service visitLargely it was due to the age of the vehicle and lack of availability of the obsolete partsRegarding the statement of us having put a “GPS” in the vehicle, I spoke with the service consultant for more informationHe informed me that the customer had accused us of installing a “tracking device” in her vehicle and wanted us to remove itWe did not, nor would we ever, install any such thingMs [redacted] states that she “ took my vehicle in to be serviced and came out with lots of problems”, however, the vehicle is years old with 163,miles on it and our inspection showed her how extensive the list of needs were As for the requested desired settlement, I have documented proof that we performed the oil change at no charge due to the length of time it took to secure partsThe vehicle was brought in to estimate the replacement of the broken door handle and is not in any way our responsibility and we did not install a “GPS” in the vehicle so therefore will not need to remove one To close, in the years that we have service history on Ms [redacted] ’s vehicle, it has been in a total of timesOnly three of those were for oil changesThe total of all visits that they had come out of pocket for was $The total we have given Ms [redacted] in discounts and complimentary service in that time is $We are not in a position to offer the customer anything beyond what we’ve already given her

It is unfortunate that our customer is disappointed with their purchaseWe appreciate the opportunity to respond to their concernWhile we agree that the color name of the interior was incorrectly posted, we do post several high resolution photos (ATTACHED) for the customer to verify colors, options and conditionIn addition, if the interior color was that important to them, it would be my opinion that they should have communicated that to us in advance or they should have verified by vehicle identification number by contacting their local Lexus dealershipThere is also a disclaimer posted in all of our on line ads that reads: “All prices, specifications and availability subject to change without noticeContact dealer for most current informationThe features and options listed are for the new Lexus SCand may not apply to this specific vehicle.” With respect to the antenna, I was not aware of that issue until I was notified of this complaintI would be happy to work with the customer to resolve their concernWith the above being said, I did make an offer to let the customer return the vehicle at their costBecause all of the information and photos were available to them pre-sale, we do not feel that responsibility should fall on the dealershipOf course a reasonable restocking fee will be assessed as there are significant costs to the dealership to reverse a saleHowever, I do have an exchange program that I would be more than happy to explain in detail if they would be interested in that as an alternative to the returnAs for communication, we feel that we have been very communicative both by phone and e-mailWe would be happy to provide records should they be needed or requested Respectfully, Darren G [redacted] General Sales Manager Infiniti Of Bellevue

Complaint: [redacted] We respectfully disagreeWe did in fact offer to cover the labor if he would pay for the partsWe felt this was a fair compromise considering he received a discount on an already reduced, 158,mile AS IS carDue to the time involved and his eagerness to leave, we did suggest that he could also take his car to a Nissan Dealership close to his home for further diagnosis and repairCorrect, there was no indication of a fault because at the time of inspection and subsequent sale, there was no malfunction fault code presentMr [redacted] is making an accusation that he cannot supportThe facts are clear and transparentKeep in mind this was sold 100% AS IS because it is an older 158,mile plus car and things do breakMr [redacted] did acknowledge this agreement by his signature which, has been providedThe reason the discount was mentioned was merely to point out that we have been very kind to Mr [redacted] Normally on cars of this age and mileage at this price point, we do not reduce them furtherWe even went so far as to store the vehicle as a courtesy (no charge) for weeks

To whom it may concern: With respect to the complaint lodged by [redacted] , please find our response below The vehicle was sold 12/01/2016, see exhibit #The vehicle was sold AS IS in exchange for a reduction in sale price, see exhibits and In addition, to the aforementioned price reduction, we also agreed to store the car as a courtesy for almost weeks at no additional charge The above said, It should also be noted that Mr [redacted] knew this vehicle was not defect free as he was given a copy of our internal inspection report, he also signed it, see exhibit If you would like to review the inspection report, you will see that there were no warning indicator lights present at the time of inspection In addition, our business manager, Mark H [redacted] who prepared the purchase paperwork for Mr [redacted] recalls offering him an extended warranty, as we always do when availableMark states that Mr [redacted] responded with, “I don’t need that, it’s a Nissan and they never break”Mark reminded him that it was a mechanical object at the end of the day and that it had over 150,miles on itMr [redacted] still declined the offer and consummated the transaction anyway Lastly, please find a statement from our service manager (below) who had direct contact with Mr [redacted] the day he returned with the car Thank you for taking the time to review our responsePlease let me know if I can be of further assistance Respectfully, Darren G [redacted] Statement from our service manager Chris B [redacted] : My discussion with Mr [redacted] was very clear and concise He had come in to fill out some finance paperwork and stated his malfunction indicator light (MIL) was onHe didn't have an appointment but I wanted to take care of him since he was already here, with the understanding it could take us longer than to process and diagnose the concern Once the failure was discovered, I informed him of the problem and said we would be willing to perform the repairs with no labor charge and he would be responsible for the parts cost plus taxMy verbal estimate was plus taxMr [redacted] then stated that he "knows he bought a used car as is" but felt we should take care of the concern I then directed him toward his sales consultant and that was the last of the interactions I had with him

Complaint: [redacted] I am rejecting this response because: (responses inline)We respectfully disagreeWe did in fact offer to cover the labor if he would pay for the partsWe felt this was a fair compromise considering he received a discount on an already reduced, 158,mile AS IS carDue to the time involved and his eagerness to leave, we did suggest that he could also take his car to a Nissan Dealership close to his home for further diagnosis and repair Response: This was originally offered by Chris B [redacted] prior to my first exit from the officeHowever, after returning because the indicator light came on immediately, I was confronted by Darren G [redacted] indicating I should visit a 3rd party repair facility as Bellevue Infiniti does not work with, or affordable in dealing with cars of this ageHe had zero interest in doing anything for meCorrect, there was no indication of a fault because at the time of inspection and subsequent sale, there was no malfunction fault code presentMr [redacted] is making an accusation that he cannot supportThe facts are clear and transparentKeep in mind this was sold 100% AS IS because it is an older 158,mile plus car and things do breakMr [redacted] did acknowledge this agreement by his signature which, has been provided.Response: Again, given the SMS I provided showed an error code minutes after leaving the dealership which leads one to clearly believe the error code was simply reset previouslyIf the car sat for weeks, there was no wear on the chainThere was a possibility of sensors clogged, sludge or some other issueHowever, Bellevue Infiniti had zero interest in troubleshooting as indicated aboveMultiple mechanics I have spoken to agree based on events that this was likely resetThe code has returned inconsistently ever since and I am still troubleshooting to this dayAt the very least, any reputable dealer would have acknowledged "this shouldn't happen" and tried to do the correct thing to resolve including offering a refundThe reason the discount was mentioned was merely to point out that we have been very kind to Mr [redacted] Normally on cars of this age and mileage at this price point, we do not reduce them furtherWe even went so far as to store the vehicle as a courtesy (no charge) for weeks.Response: The discount is a complete red herring and standard practice in the industryIt has zero to do with what clearly was a defective vehicle soldI am still contemplating small claims to resolveBut, I am still troubleshooting as indicated above with sensors changed, multiple oil changes and trying to avoid a chain replacement as recommended by mechanicThe total cost including work already done will be well over $This is a complete disgrace on a $vehicle Sincerely, [redacted]

To whom it may concern,
I am writing this in response to customer complaint ID: ***
Ms*** had brought her car in for service on 12/8/Our process for diagnosing the types of concerns she mentioned includes having one of our senior specialists go on a road test with the
client to verify the conditions in which the concerns present themselves
Our technician did in fact verify of the concerns Ms*** had brought upHowever, only one of those concerns was valid
The parking brake light switch had broken from its mount on the body of the assemblyThe switch housing is plastic and the assembly is steelIf the park brake is not released properly, it can cause the switch seat to break off over timeBeing that Ms*** purchased an year old vehicle with 70,miles on it, some things like this will occur
Ms*** spoke of several messages” left for the dealership manager.” Neither myself, the sales manager, nor the dealer principal have received any messages or correspondence at all until I spoke with her directly on the phone at lengthWe pride ourselves on making every effort to return phone calls in the most efficient way possibleOur business heavily relies on it
The following was taken word for word from my internal email concerning Ms***:
“I spoke to the customer at length the day the vehicle suffered lot damageIt was more paint transfer than damage so it looked a lot worseI told her that we were going to repair the vehicle and not charge her at all for her parking brake switch repairsShe was upset and had many questions and grievances, but in the end she authorized me to send the vehicle to B.A.R for repairShe mentioned something about Carfax and I told her we ( Infiniti) won't report that as we are subletting the repairs
I received not one phone call from her other than that one that I had made to herNo messages, emails, nothing
David Lasked me about the switchThe car is out of warranty and the broken switch happened some time after she took delivery
David did his job the way he was supposed toThe lot damage was fixed at the highest priority levelWe had the customer in a service loaner the entire time to avoid inconvenienceWe offered to deliver the vehicle to her upon completion as well.
Up until this email, I was under the impression that everything was how I had left it after the phone call.Regarding the damage to her vehicle, we are in the business of selling and servicing carsIf an accident occurs on our property, it usually involves a vehicle. I personally reached out to Ms*** to explain the circumstance and apologize for any inconvenienceIn the end she was displeased but authorized the repairs to be done through our
body shop at our expenseWe do not report to CarfaxWe in fact sublet the repairs to our top tier body shop as authorized by Ms***
I removed all charges from her repair bill from the parking brake switch and she paid nothing for the service visit
Ms*** states that she “didn’t purchase a wrecked car”, “it’s also a lemon that is in need of safety repairs”The vehicle is in fact not “wrecked” and has been repaired to the high standards we demand for all of our vehicles and there is not one safety related repair needed on the vehicle
Chris B***
Infiniti of Bellevue
Service Manager
***@infinitiofbellevue.com

To whom it may concern, I spoke directly with the customer and explained that two of my technicians had separately informed me that the steering column was in an unsafe manner to drive due to the amount of movement it had exhibitedThis is a stationary component that should have no movement
at allThe customer not only authorized the repairs but she also signed for, paid, and picked up her vehicle without a word of displeasure or any questions She had emailed me a complaint stating we should “give her a free battery”I explained we could not just give her a free battery but would in fact waive the labor chargeShe refused the offer She attempted to dispute the charge on her credit card as well to which I again explained the circumstances to the *** representative She was given the damaged part and I suggested she take it to another Infiniti dealer for a second opinionI’m not sure where the dispute is rooted since I have attempted every avenue to resolve the concern but each time the offer is refusedPlease feel free to contact me with any questions or concerns

Complaint: [redacted]
I am rejecting this response because: (responses inline)1. We respectfully disagree. We did in fact offer to cover the labor if he would pay for the parts. We felt this was a fair compromise considering he received a discount on an already reduced, 158,000 mile AS IS car. Due to the time involved and his eagerness to leave, we did suggest that he could also take his car to a Nissan Dealership close to his home for further diagnosis and repair.   Response: This was originally offered by Chris B[redacted] prior to my first exit from the office. However, after returning because the indicator light came on immediately, I was confronted by Darren G[redacted] indicating I should visit a 3rd party repair facility as Bellevue Infiniti does not work with, or affordable in dealing with cars of this age. He had zero interest in doing anything for me.2. Correct, there was no indication of a fault because at the time of inspection and subsequent sale, there was no malfunction fault code present. Mr. [redacted] is making an accusation that he cannot support. The facts are clear and transparent. Keep in mind this was sold 100% AS IS because it is an older 158,000 mile plus car and things do break. Mr. [redacted] did acknowledge this agreement by his signature which, has been provided.Response: Again, given the SMS I provided showed an error code 15 minutes after leaving the dealership which leads one to clearly believe the error code was simply reset previously. If the car sat for 3 weeks, there was no wear on the chain. There was a possibility of sensors clogged, sludge or some other issue. However, Bellevue Infiniti had zero interest in troubleshooting as indicated above. Multiple mechanics I have spoken to agree based on events that this was likely reset. The code has returned inconsistently ever since and I am still troubleshooting to this day. At the very least, any reputable dealer would have acknowledged "this shouldn't happen" and tried to do the correct thing to resolve including offering a refund. 3. The reason the discount was mentioned was merely to point out that we have been very kind to Mr. [redacted]. Normally on cars of this age and mileage at this price point, we do not reduce them further. We even went so far as to store the vehicle as a courtesy (no charge) for 3 weeks.Response: The discount is a complete red herring and standard practice in the industry. It has zero to do with what clearly was a defective vehicle sold. I am still contemplating small claims to resolve. But, I am still troubleshooting as indicated above with sensors changed, multiple oil changes and trying to avoid a chain replacement as recommended by 1 mechanic. The total cost including work already done will be well over $4000. This is a complete disgrace on a $7000 vehicle.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Thanks for the help with this claim. I didn't say I don't trust the dealership about the steering column ( it is being testing now )but they keep avoiding to answer why the battery pass the test when I drop the car and the batter was dead when I pick up the car. I am asking for a "free battery" because I think they should be responsible to any damage to the car which is left to be repaired.If in the report they say the battery is low pressure/load and I have no reason to ask so. But it is just 5 days I left the car, and the battery died. But they gave me a super detailed report of all parts on my car, indicated everything, and the battery was totally good and passed the test. Now the battery totally gone.The manager seems nicely and patiently to explain to me the steering column did broken. And I appreciate that. But he keep avoiding answering why the battery died in their shop. That's the main reason why I file this claim.

This matter has been resolved.

Complaint: [redacted]
I am rejecting this response because: I am not satisfied with any response of this.1. Didn't explain why I drive one hour safely to your shop, and you don't allow me to drive away from the service department and force me to do repair in the shop. Do you have the right that don't allow me to drive my own car away?2. Didn't explain why the car battery died in your shop. Even though it is old, and only 4 days not driving, the battery died. I took bus to work everyday, I only drive my car on weekend, I always left my car 4-5 days not driving, why the battery only died in your shop?

The battery is 5.7 years old, Our expected battery life in our area is 4-6 years. Heat and cold are hard on batteries. Going into summer when the temp have raised significantly the last few weeks is what has taken out your battery. I can test it one day and it passes and the next day it can fail, Ask any technician in the industry. We performed honest and accurate service on your car. We offered to waive the labor and have you pay for the part and it was declined. Batteries do not and will not last forever. To get 5.7 years out of one is considered lucky.

Complaint: [redacted]   1. We respectfully disagree. We did in fact offer to cover the labor if he would pay for the parts. We felt this was a fair compromise considering he received a discount on an already reduced, 158,000 mile AS IS car. Due to the time involved and his eagerness to leave, we did suggest that he could also take his car to a Nissan Dealership close to his home for further diagnosis and repair. 2. Correct, there was no indication of a fault because at the time of inspection and subsequent sale, there was no malfunction fault code present. Mr. [redacted] is making an accusation that he cannot support. The facts are clear and transparent. Keep in mind this was sold 100% AS IS because it is an older 158,000 mile plus car and things do break. Mr. [redacted] did acknowledge this agreement by his signature which, has been provided. 3. The reason the discount was mentioned was merely to point out that we have been very kind to Mr. [redacted]. Normally on cars of this age and mileage at this price point, we do not reduce them further. We even went so far as to store the vehicle as a courtesy (no charge) for 3 weeks.

10/11/2017   To Whom it may concern:   Ms. [redacted] did bring her vehicle into our facility and requested to have the vehicle key cylinders replaced, have an oil and filter change service, and requested that we give her an estimate to replace her broken door handle and chrome accent piece...

on her door lock. Her 13 year old vehicle with 163,320 miles on it had a multi point inspection performed that showed a total estimate of repair items needed totaling $12,547.68, all of which were declined. The repair to replace her key cylinders did in fact take longer than a standard service visit. Largely it was due to the age of the vehicle and lack of availability of the obsolete parts. Regarding the statement of us having put a “GPS” in the vehicle, I spoke with the service consultant for more information. He informed me that the customer had accused us of installing a “tracking device” in her vehicle and wanted us to remove it. We did not, nor would we ever, install any such thing. Ms. [redacted] states that she “…took my vehicle in to be serviced and came out with lots of problems”, however, the vehicle is 13 years old with 163,320 miles on it and our inspection showed her how extensive the list of needs were.   As for the requested desired settlement, I have documented proof that we performed the oil change at no charge due to the length of time it took to secure parts. The vehicle was brought in to estimate the replacement of the broken door handle and is not in any way our responsibility and we did not install a “GPS” in the vehicle so therefore will not need to remove one.  To close, in the 10 years that we have service history on Ms. [redacted]’s vehicle, it has been in a total of 8 times. Only three of those were for oil changes. The total of all 8 visits that they had come out of pocket for was $648.00. The total we have given Ms. [redacted] in discounts and complimentary service in that time is $458.60. We are not in a position to offer the customer anything beyond what we’ve already given her.

Complaint: [redacted]I am rejecting this response because:
1. The only interaction with Darren G[redacted] was at the tail end of a 3 hour stay to send me on my way. There was NO volunteering of covering labor for any activity. His specific instructions were to see a 3rd party for repair. The majority of the time was spent with his Service Manger Chris B[redacted]. Chris B[redacted] was the person that suggested the issue may be with sensors (which I have since replaced) that has not solved the issue. (at a 3rd party)
2. There is NO indication of a P0011 fault or dashboard indicator in this fault report. Nothing in the report eludes to the problem that was clearly known prior to taking delivery of the car. If there was an indication or fault light, I would likely not have purchased the vehicle.  
3. The discount was less than $400 and had NOTHING to do with the engine light fault of the vehicle. This was never discussed at time of sale. The comment is ludicrous quite frankly if you think of the black book value of the vehicle and the cost to repair a timing chain. The comment from Mr. G[redacted] supports my claim that the dealership was aware of timing chain issues and failed to disclose. (which they have denied to date) There is nothing in the provided reports that suggest a fault light or related problem were present at sale. 
I am now faced with the possibility of changing the timing change as all recommendations have failed. This is the recommendation of Automeister II located in Issaquah. I can provide contact as required. This will be an additional $2500+ in addition to what has already been spent. 
br,
[redacted]
 
Sincerely,[redacted]

To whom it may concern:
 
With respect to the complaint lodged by [redacted] [redacted], please find our response below.
 
The vehicle was sold 12/01/2016, see exhibit #1. The vehicle was sold AS IS in exchange for a reduction in sale price, see exhibits 2 and 3 . In addition, to the...

aforementioned price reduction, we also agreed to store the car as a courtesy for almost 3 weeks at no additional charge.
 
The above said, It should also be noted that Mr. [redacted] knew this vehicle was not defect free as he was given a copy of our internal inspection report, he also signed it, see exhibit 4. If you would like to review the inspection report, you will see that there were no warning indicator lights present at the time of inspection.
 
In addition, our business manager, Mark H[redacted] who prepared the purchase paperwork for Mr. [redacted] recalls offering him an extended warranty, as we always do when available. Mark states that Mr. [redacted] responded with, “I don’t need that, it’s a Nissan and they never break”. Mark reminded him that it was a mechanical object at the end of the day and that it had over 150,000 miles on it. Mr. [redacted] still declined the offer and consummated the transaction anyway.
 
Lastly, please find a statement from our service manager (below) who had direct contact with Mr. [redacted] the day he returned with the car.
 
Thank you for taking the time to review our response. Please let me know if I can be of further assistance.
 
 
Respectfully,
Darren G[redacted]
 
Statement from our service manager Chris B[redacted]:
 
My discussion with Mr. [redacted] was very clear and concise.
 
He had come in to fill out some finance paperwork and stated his malfunction indicator light (MIL) was on. He didn't have an appointment but I wanted to take care of him since he was already here, with the understanding it could take us longer than normal to process and diagnose the concern.
Once the failure was discovered, I informed him of the problem and said we would be willing to perform the repairs with no labor charge and he would be responsible for the parts cost plus tax. My verbal estimate was 500.00 plus tax. Mr. [redacted] then stated that he "knows he bought a used car as is" but felt we should take care of the concern.
I then directed him toward his sales consultant and that was the last of the interactions I had with him.

It is unfortunate that our customer is disappointed with their purchase. We appreciate the opportunity to respond to their concern. While we agree that the color name of the interior was incorrectly posted, we do post several high resolution photos (ATTACHED) for the customer to verify colors,...

options and condition. In addition, if the interior color was that important to them, it would be my opinion that they should have communicated that to us in advance or they should have verified by vehicle identification number by contacting their local Lexus dealership. There is also a disclaimer posted in all of our on line ads that reads:  “All prices, specifications and availability subject to change without notice. Contact dealer for most current information. The features and options listed are for the new 2007 Lexus SC430 and may not apply to this specific vehicle.” With respect to the antenna, I was not aware of that issue until I was notified of this complaint. I would be happy to work with the customer to resolve their concern. With the above being said, I did make an offer to let the customer return the vehicle at their cost. Because all of the information and photos were available to them pre-sale, we do not feel that responsibility should fall on the dealership. Of course a reasonable restocking fee will be assessed as there are significant costs to the dealership to reverse a sale. However, I do have an exchange program that I would be more than happy to explain in detail if they would be interested in that as an alternative to the return. As for communication, we feel that we have been very communicative both by phone and e-mail. We would be happy to provide records should they be needed or requested.   Respectfully, Darren G[redacted] General Sales Manager Infiniti Of Bellevue