Infiniti of Montclair

Sept 30, [redacted] Resolution and Review Specialist Revdex.com Re Complaint ID# [redacted] Regarding issue # [redacted] , Infiniti of Montclair has attempted to assist the client for her concernsThe vehicle was brought into our facility on June 2, for a concern on her fuel system not registering the fuel levels properlyThe concern was diagnosed as the sending units failure that is located inside the fuel tankThe client authorized the repairs and we replaced both sending unitsThe repairs were tested upon completion of the work and the system operated as intendedThe client then picked up the vehicleOver two months later on August 12, the vehicle was brought back into our facility for inaccurate fuel gauge readingsThis time the concern was diagnosed as a fuel gauge malfunctionAlthough the sending units and fuel gauge are components of the same fuel system they are different and located in different areas of the vehicleThe fuel gauge is part of the instrument cluster and will need to be replacedI have spoken to Mrs [redacted] regarding assistance from Infiniti (the manufacturer) and she called the customer assistance phone number that I suppliedInfiniti Customer assistance unfortunately was unable to assist because of the two months that had passed between the first repair and the second concern In an attempt to assist Mrs [redacted] in this matter we have discounted the part to cost and agreed not to charge any laborThis brings the cost for the full repair down to $I am always available to discuss any concerns of our clients and hope that we can come to a mutually agreeable resolution on an unfortunate situation [redacted] Infiniti of Montclair

October 14, [redacted] Resolution and Review Specialist Revdex.com RE: Case # [redacted] In regards to the customer’s response, Infiniti of Montclair, as a goodwill gesture, will authorize the fuel gauge cluster repairs at no cost to the customer through our service facilityThis process may be completed by appointment and will take anywhere from to days to completeWe will reserve a loaner vehicle for the customer to drive while her gauge cluster is sent out for mileage documentation and replacementPlease have the customer contact me directly at her convenience so that I can personally reserve the loaner vehicle and oversee that the vehicle is processed properly and in a timely mannerOur goal always is to address our clients’ concerns at every opportunity, and we trust this resolution will meet with her satisfaction Thank you, [redacted] Infiniti of Montclair ###-###-####

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ Contact Name and Title: [redacted] GM Contact Phone: XXX XXX-XXXX Contact Email: ***@infinitiom.com [redacted] Resolution Specialist Revdex.com RE: Case #XXXXXXXX Regarding Case #XXXXXXXX filed with the Revdex.com, there seems to be some confusion with the consumer in regards to the residual value of a leased vehicle and what that residual value representsThe residual value is the value of a leased vehicle at the end of its leaseThis value is not a credit and has never been represented as a credit; it is part of the amount owed by the customer if she wishes to purchase her leased vehicle at the end of the lease(Or the customer can simply return the vehicle and owe nothing.) Had this customer waited until the end of her lease, she would have then paid the $17,residual (not been "credited" with it) in addition to other applicable charges including taxes and license fees, in order to purchase the vehicle(The residual does not somehow become a credit if one waits until the end of the lease.) Whether the customer purchased at the end of the lease or a few months prior to the end of the lease (as this customer did), her total amount of payments would have been essentially the same either way [redacted] General Manager Infiniti of Montclair XXX XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no confusion in regards to my complaintI was contacted by Infiniti of Montclair in October regarding my leased vehicle, when I stated my lease was not up yet, the response was I did not have to waitI have documentation from my original lease to prove I would receive $17,towards new lease or purchase of my current leaseI had no problem whatsoever waiting until end of my lease which was only a few months awayThe response from [redacted] is totally incorrect and apparently not familiar with my contractI am sure this has happened to other consumers as well! Final Business Response / [redacted] (4000, 9, 2015/09/11) */ Revdex.com Complaint Case# XXXXXXXX As we stated previously, at the end of the lease the vehicle has a residual value - in this case approximately $17,The residual amount is NOT a credit to the customer; it is part of the amount the customer must pay to purchase the vehicle at the end of the leaseThis is true for any lease, of any vehicle, at any dealershipIf the customer wishes to contact me (by phone, email or in person) I would be more than happy to explain this furtherIf the customer has any documents in addition to the contract (which I have fully reviewed) that she would like us to consider, I would be pleased to sit down and go over this matter with her [redacted] Infiniti of Montclair ***@infinitiom.com XXX XXX-XXXX Final Consumer Response / [redacted] (2000, 11, 2015/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will contact [redacted] to hopefully resolve this issue with the documentation I have

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIn return I will adjust my reviews I left on their Social Media pages, notifying their potential customers of the goodwill gesture they made to live up to their business goals and put the customer firstI appreciate everyone for taking the time to follow up on this issue and find a satisfactory resolutionThank you

October 14, 2016
[redacted]
Resolution and Review Specialist
Revdex.com
RE: Case # [redacted]
In regards to the customer’s response, Infiniti of Montclair, as a goodwill gesture, will authorize the fuel gauge cluster repairs at no cost to the customer through our service facility. This process may be completed by appointment and will take anywhere from 3 to 6 days to complete. We will reserve a loaner vehicle for the customer to drive while her gauge cluster is sent out for mileage documentation and replacement. Please have the customer contact me directly at her convenience so that I can personally reserve the loaner vehicle and oversee that the vehicle is processed properly and in a timely manner. Our goal always is to address our clients’ concerns at every opportunity, and we trust this resolution will meet with her satisfaction.
Thank you,
[redacted]
Infiniti of Montclair
###-###-####

Sept 30, 2016
[redacted]
Resolution and Review Specialist
Revdex.com

Re Complaint ID# [redacted]
Regarding issue #[redacted], Infiniti of Montclair has attempted to assist the client for her concerns. The vehicle was brought into our facility on June 2, 2016 for a concern on...

her fuel system not registering the fuel levels properly. The concern was diagnosed as the sending units failure that is located inside the fuel tank. The client authorized the repairs and we replaced both sending units. The repairs were tested upon completion of the work and the system operated as intended. The client then picked up the vehicle. Over two months later on August 12, 2016 the vehicle was brought back into our facility for inaccurate fuel gauge readings. This time the concern was diagnosed as a fuel gauge malfunction. Although the sending units and fuel gauge are components of the same fuel system they are different and located in different areas of the vehicle. The fuel gauge is part of the instrument cluster and will need to be replaced. I have spoken to Mrs. [redacted] regarding assistance from Infiniti (the manufacturer) and she called the customer assistance phone number that I supplied. Infiniti Customer assistance unfortunately was unable to assist because of the two months that had passed between the first repair and the second concern.
In an attempt to assist Mrs. [redacted] in this matter we have discounted the part to cost and agreed not to charge any labor. This brings the cost for the full repair down to $526. I am always available to discuss any concerns of our clients and hope that we can come to a mutually agreeable resolution on an unfortunate situation.
[redacted]
Infiniti of Montclair

Initial Business Response /* (1000, 5, 2015/09/04) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@infinitiom.com
[redacted]
Resolution Specialist
Revdex.com
RE: Case #XXXXXXXX
Regarding Case #XXXXXXXX filed with the Revdex.com, there...

seems to be some confusion with the consumer in regards to the residual value of a leased vehicle and what that residual value represents. The residual value is the value of a leased vehicle at the end of its lease. This value is not a credit and has never been represented as a credit; it is part of the amount owed by the customer if she wishes to purchase her leased vehicle at the end of the lease. (Or the customer can simply return the vehicle and owe nothing.)
Had this customer waited until the end of her lease, she would have then paid the $17,000 residual (not been "credited" with it) in addition to other applicable charges including taxes and license fees, in order to purchase the vehicle. (The residual does not somehow become a credit if one waits until the end of the lease.) Whether the customer purchased at the end of the lease or a few months prior to the end of the lease (as this customer did), her total amount of payments would have been essentially the same either way.
[redacted]
General Manager
Infiniti of Montclair
XXX XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no confusion in regards to my complaint. I was contacted by Infiniti of Montclair in October 2014 regarding my leased vehicle, when I stated my lease was not up yet, the response was I did not have to wait. I have documentation from my original lease to prove I would receive $17,000 towards new lease or purchase of my current lease. I had no problem whatsoever waiting until end of my lease which was only a few months away. The response from [redacted] is totally incorrect and apparently not familiar with my contract. I am sure this has happened to other consumers as well!
Final Business Response /* (4000, 9, 2015/09/11) */
Revdex.com Complaint Case# XXXXXXXX
As we stated previously, at the end of the lease the vehicle has a residual value - in this case approximately $17,000. The residual amount is NOT a credit to the customer; it is part of the amount the customer must pay to purchase the vehicle at the end of the lease. This is true for any lease, of any vehicle, at any dealership. If the customer wishes to contact me (by phone, email or in person) I would be more than happy to explain this further. If the customer has any documents in addition to the contract (which I have fully reviewed) that she would like us to consider, I would be pleased to sit down and go over this matter with her.
[redacted]
Infiniti of Montclair
[redacted]@infinitiom.com
XXX XXX-XXXX
Final Consumer Response /* (2000, 11, 2015/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will contact [redacted] to hopefully resolve this issue with the documentation I have.