INFINITI of Hoffman Estates

Mr [redacted] bought a car from our Hoffman Estates INFINITI Dealership new off the showroom floorThis is a black vehicleHe took car home then called and stated there were some surface marks on the vehicleWe offered to have the vehicle buffed outWe did and returned vehicle He then stated there were small scratches/chip by the his plate on the bumper and he was not satisfied with the buffing jobHe could still see swirl marksAgain, this is a new vehicle straight off the showroom floorNot a vehicle park outside in inventoryThe vehicle is under lighting and the customer choose it off the showroom floorWe offered to take care of the bumperProtocol for this type of blemish is to have the whole bumper painted professionally by an authorized body shopMr [redacted] was not happyHe wanted a new bumperHe was advised that a new bumper comes with primer and that would be sent to a body shop as well for paintingParts do not come pre-paintedHe insisted that will diminish the value of the vehicleIt does notIf non-OEM parts were to be used, or non OEM paint that could possible effect the valueNot what we are doingWe are and authorized INFINITI dealership and know the business wellWe are not electing to have it touched up but the whole bumper painted and put back on carWhen he was advised that the car was ready he demanded again a new bumper be put onTo accommodate what he is asking there is only one option to not have painting involvedWe have to locate a black, same make vehicleThis is currently what is being doneHis vehicle has been clay buffed and wet sandedMr [redacted] will have his vehicle by 10/18/as it currently standsAt this time, we have exhausted all our means to accommodate this customer issues even outside the meansWe will not be doing a replacement , buy back or compensation for a diminish in value that does not existAgain, he bought the car new off the showroom floorHe saw the vehicle in full lightAs a dealership, we did nothing wrong and have only gone to great lengths to make it right and the customer happy

This case was resolve by Motor Werks July 19th A check was issued for full amount and personally picked up by the customer at our Infiniti Hoffman dealership [redacted] Customer Relations Manager MOTOR WERKS AUTO GROUP [redacted] ** [redacted]

Mr. [redacted] bought a car from our Hoffman Estates INFINITI Dealership new off the showroom floor. This is a black vehicle. He took car home then called and stated there were some surface marks on the vehicle. We offered to have the vehicle buffed out. We did and returned vehicle.  He then...

stated there were small scratches/chip by the his plate on the bumper and he was not satisfied with the buffing job. He could still see swirl marks. Again, this is a new vehicle straight off the showroom floor. Not a vehicle park outside in inventory. The vehicle is under lighting and the customer choose it off the showroom floor. We offered to take care of the bumper. Protocol for this type of blemish is to have the whole bumper painted professionally by an authorized body shop. Mr. [redacted] was not happy. He wanted a new bumper. He was advised that a new bumper comes with primer and that would be sent to a body shop as well for painting. Parts do not come pre-painted. He insisted that will diminish the value of the vehicle. It does not. If non-OEM parts were to be used, or non OEM paint that could possible effect the value. Not what we are doing. We are and authorized INFINITI dealership and know the business well. We are not electing to have it touched up but the whole bumper painted and put back on car. When he was advised that the car was ready he demanded again a new bumper be put on. To accommodate what he is asking there is only one option to not have painting involved. We have to locate a black, same make vehicle. This is currently what is being done. His vehicle has been clay buffed and wet sanded. Mr. [redacted] will have his vehicle by 10/18/18 as it currently stands. At this time, we have exhausted all our means to accommodate this customer issues even outside the normal means. We will not be doing a replacement , buy back or compensation for a diminish in value that does not exist. Again, he bought the car new off the showroom floor. He saw the vehicle in full light. As a dealership, we did nothing wrong and have only gone to great lengths to make it right and the customer happy.

This case was resolve by Motor Werks July 19th 2015.  A check was issued for full amount and personally picked up by the customer at our Infiniti Hoffman dealership.    [redacted] Customer Relations Manager MOTOR WERKS AUTO GROUP [redacted]...

[redacted]

I apologize for the delay, however we are working with the customer on the issues with his vehicle title. We have given him options on how he wants us to pursue this to meet a satisfactory resolution. As of today, he contacted us and stated he will advise us tonight. Until he advises us, I...

cannot close this out.