Infiniti of Peoria

January 27, 2015Thank you for the opportunity to respond to the complaint submitted by [redacted] ***.Our Service Director, [redacted] will be in touch with [redacted] to discuss the issue she is having with the vehicle We have researched the service records on [redacted] vehicle and were unable to find any record of a similar problem occurringThere were also no recall records on file with this problem or with this vehicle [redacted] did take the vehicle to an Infiniti dealership in her home area, where they were unable to duplicate the problem as describedthey released the vehicle as testedIt was after that visit to the dealership that she filed the complaint with the Revdex.com.Sincerely, [redacted] Compliance Director Infiniti of Peoria

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

On Saturday February 20th we received a package in the mail from Infiniti of Peoria, it contained to $American Express gift cards totaling $50, a fob and nothing elseNo owners manual We will be using the gift cards to purchase a car key, we desperately still need an owners manual and we would still like to receive the all weather mats as promisedThe conversation in December with Jason and the GM regarding the items that were promised was recorded and I have recently listen to it againIn the conversation we were told by Jason and Frank that the items had already been ordered yet here we are several months later and have never received themA company should stand by their promises

We apologize for the delay in our response to this complaintInfiniti of Peoria has been in contact with the customer and has asked the customer to bring the vehicle into the dealershipAt this time we have ordered two new tires, which we will install, and work with the customer to resolve her issues.Thank you for the opportunity to respond to this complaint.Infiniti of Peoria

February 26, 2016The owners manual had to be ordered and will be delivered to the customers home between 2/25/and 3/3/via USPSIt was our intention that the gift cards be used towards the purchase of the floor mats that the customer desired

The treatment I received at this dealership is exactly what gives used car sales a bad name! I found the vehicle I have been looking for, and I hope to have it for a long time. There was absolutely no reason for the salesman (Robert Saiz) or managers (William Munz and Jonathon...) to intentionally mislead me and flat out lie. Don't believe anything they tell you they are able to give you and do not sign until absolutely every detail is in writing. I was told that a lender and rate were listed on the paperwork because my lender was not open on Saturday but that it could change on Monday. Conveniently, the calls I made at 8:00, 9:00, and 11:30 were not returned until the afternoon when everything had been processed. I was actually charged for the warranty and service contracts (and an upgrade that was never even mentioned) that I was told they were providing because they couldn't get the price lower. Their service and lack of integrity causes me to have doubts about the quality of the vehicle I purchased. If they will say anything, they will sell anything...not would you would expect from a luxury car dealership! Mistakes can be made, but deceit followed by denial are completely unacceptable.

February 19, 2016We are in receipt of the complaint filed by Ms*** with your office.We apologize for the delay in providing a response to Ms*** concernsAn owner's manual, key fob, and American Express gift cards are being sent out today by Infiniti of Peoria to the address listed on this
complaint. As Ms*** indicated she has already received the $check as promised.Sincerely,Patti S*Compliance Director Infiniti of Peoria

We apologize for the delay in our response to this complaint. Infiniti of Peoria has been in contact with the customer and has asked the customer to bring the vehicle into the dealership. At this time we have ordered two new tires, which we will install, and work with the customer to resolve her...

issues.Thank you for the opportunity to respond to this complaint.Infiniti of Peoria

January 27, 2015Thank you for the opportunity to respond to the complaint submitted by [redacted].Our Service Director, [redacted] will be in touch with [redacted] to discuss the issue she is having with the vehicle.  We have researched the service records on [redacted] vehicle and were...

unable to find any record of a similar problem occurring. There were also no recall records on file with this problem or with this vehicle.  [redacted] did take the vehicle to an Infiniti dealership in her home area, where they were unable to duplicate the problem as described. they released the vehicle as tested. It was after that visit to the dealership that she filed the complaint with the Revdex.com.Sincerely,[redacted]Compliance Director Infiniti of Peoria

[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 would be satisfactory to me. I will have my G35 in Peoria infiniti within a week after making appointment with compliance director to determine if it is a default repair or not.  I will wait until for the business to perform this action and, if it does to my satisfactory, will consider this complaint resolved. 
Regards,
[redacted]

January 12, 2016We are in receipt of the complaint filed by Ms. ** with your office.Ms. ** has not had the issued diagnosed at our shop. Ms. ** should contact Shanna Sa[redacted] and arrange for a time to have the vehicle diagnosed at no charge to her. All parts warranty through Infiniti are 12...

months/12,000 miles, however we will provide options to assist Ms. ** once the root cause is determined.Thank you for the opportunity to respond to this complaint.Sincerely,Patti S[redacted]Compliance Director - Infiniti of Peoria

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

February 26, 2016The owners manual had to be ordered and will be delivered to the customers home between 2/25/16 and 3/3/16 via USPS. It was our intention that the gift cards be used towards the purchase of the floor mats that the customer desired.

February 23, 2015Thank you for the opportunity to respond to the complaint submitted by [redacted] Parts Manager will order the trunk mat and paint, both of which will be sent to [redacted] at the addresslisted on this complaint.Sincerely,[redacted]Infiniti of Peoria

In regards to the Revdex.com complained filed on behalf of [redacted], I would like to explain any confusion that Mr. [redacted] may have experienced.  It should be known that I never once contacted Mr. [redacted] directly on the phone or via email, nor did Mr. [redacted] contact me directly prior...

to his visit to our dealership on July 5th, 2014.On July 3, 2014, our dealership received a phone call from [redacted] regarding a brand new QX60 that had been advertised on our website.  I immediately contacted Ms. [redacted], as she had set an appointment for the afternoon of July 5th, 2014 to see and drive the advertised vehicle.  The QX60 that was advertised did not have all available options like Mr. [redacted] mentioned, the vehicle was well equipped, but did not feature the two highest packages available on the QX60.  During my conversation with Ms. [redacted], I explained in great detail (our conversation was more than 20 minutes long) about an online pricing mistake and went into great detail about how I would give her special pricing on any brand new Infiniti we have in stock.  Ms. [redacted] acknowledged the pricing mistake and was fully aware of the offer that I presented to her over the phone that I would sell any QX60 at factory invoice minus all dealer cash.  Upon arriving at our dealership on the 5th of July, we allowed Ms. [redacted] and her guests to drive the QX60 and sent our Internet Director, [redacted], to ride along and point out the factory installed options on the vehicle.  Mr. [redacted] made it know what packages the QX60 was equipped with and what options/accessories were not installed on the vehicle.  Upon completing the test drive, I personally sat down with Ms. [redacted] and her guests to, once again, acknowledge the pricing mistake and express my apologies.  Again at this time, Ms. [redacted] recalled our phone conversation and said that she knew of the pricing error.  She also recalled telling me that her mother was not set on the QX60 she originally inquired on, as the DVD system and blind spot warning system were not a must have, but Navigation is required.  She acknowledged that I even went through all of the packages that would be required to get the Navigation that her mother wanted so that when they came to the dealership, they would be able to drive the properly equipped QX60 model.  In addition to the Black QX60 she originally called about, she had told me that her mother, who was present with her on the July 3rd phone call, was interested in a White QX60 as well, but only if it had the Navigation System. After completion of the test drive, they picked out two different vehicles, and In an effort to earn their business and do what was right, I offered to go above and beyond my original offer and agreed to sell them any QX60 in stock for $3,000 below factory invoice.  I offered them a discount that Infiniti USA does not even allow me to advertise, that price was what I felt needed to be done to show them my sincere apology and to let them know how much we appreciate their understanding of the problem.  As the pricing error was our mistake and even though it was thoroughly explained to all parties, I felt it was right to do everything I could do what I felt was right.I gave them two or three invoices of different QX60 models to review and told them that I could honor that discount on any QX60 regardless of color/option/accessories through the end of the month.  Until today, I never heard back from them in regards to the vehicle they selected or about any “bait and switch” tactics.I would be more than happy to include a copy of my phone conversation in which you will hear Ms. [redacted] acknowledge her understanding of the special pricing that I offered.Mr. [redacted] expressed his disappointment to Infiniti USA Consumer Affairs and they even offered him employee pricing on the vehicle of his choosing, however, the discount from Infiniti USA was not as great as the discount I offered him.  He has yet to take advantage of my special pricing and, to the best of my knowledge; he has not made a purchase using the exclusive pricing offered from Infiniti USA.

January 27, 2015Thank you for the opportunity to respond to the complaint submitted by [redacted].Our Service Director, [redacted] will be in touch with [redacted] to discuss the issue she is having with the vehicle.  We have researched the service records on [redacted]...

[redacted] vehicle and were unable to find any record of a similar problem occurring. There were also no recall records on file with this problem or with this vehicle.  [redacted] did take the vehicle to an Infiniti dealership in her home area, where they were unable to duplicate the problem as described. they released the vehicle as tested. It was after that visit to the dealership that she filed the complaint with the Revdex.com.Sincerely,[redacted]Compliance Director Infiniti of Peoria

In regards to the Revdex.com complained filed on behalf of [redacted], I would like to explain any confusion that Mr. [redacted] may have experienced.  It should be known that I never once contacted Mr. [redacted] directly on the phone or via email, nor did Mr. [redacted] contact me directly prior...

to his visit to our dealership on July 5th, 2014.On July 3, 2014, our dealership received a phone call from [redacted] regarding a brand new QX60 that had been advertised on our website.  I immediately contacted Ms. [redacted], as she had set an appointment for the afternoon of July 5th, 2014 to see and drive the advertised vehicle.  The QX60 that was advertised did not have all available options like Mr. [redacted] mentioned, the vehicle was well equipped, but did not feature the two highest packages available on the QX60.  During my conversation with Ms. [redacted], I explained in great detail (our conversation was more than 20 minutes long) about an online pricing mistake and went into great detail about how I would give her special pricing on any brand new Infiniti we have in stock.  Ms. [redacted] acknowledged the pricing mistake and was fully aware of the offer that I presented to her over the phone that I would sell any QX60 at factory invoice minus all dealer cash.  Upon arriving at our dealership on the 5th of July, we allowed Ms. [redacted] and her guests to drive the QX60 and sent our Internet Director, [redacted], to ride along and point out the factory installed options on the vehicle.  Mr. [redacted] made it know what packages the QX60 was equipped with and what options/accessories were not installed on the vehicle.  Upon completing the test drive, I personally sat down with Ms. [redacted] and her guests to, once again, acknowledge the pricing mistake and express my apologies.  Again at this time, Ms. [redacted] recalled our phone conversation and said that she knew of the pricing error.  She also recalled telling me that her mother was not set on the QX60 she originally inquired on, as the DVD system and blind spot warning system were not a must have, but Navigation is required.  She acknowledged that I even went through all of the packages that would be required to get the Navigation that her mother wanted so that when they came to the dealership, they would be able to drive the properly equipped QX60 model.  In addition to the Black QX60 she originally called about, she had told me that her mother, who was present with her on the July 3rd phone call, was interested in a White QX60 as well, but only if it had the Navigation System. After completion of the test drive, they picked out two different vehicles, and In an effort to earn their business and do what was right, I offered to go above and beyond my original offer and agreed to sell them any QX60 in stock for $3,000 below factory invoice.  I offered them a discount that Infiniti USA does not even allow me to advertise, that price was what I felt needed to be done to show them my sincere apology and to let them know how much we appreciate their understanding of the problem.  As the pricing error was our mistake and even though it was thoroughly explained to all parties, I felt it was right to do everything I could do what I felt was right.I gave them two or three invoices of different QX60 models to review and told them that I could honor that discount on any QX60 regardless of color/option/accessories through the end of the month.  Until today, I never heard back from them in regards to the vehicle they selected or about any “bait and switch” tactics.I would be more than happy to include a copy of my phone conversation in which you will hear Ms. [redacted] acknowledge her understanding of the special pricing that I offered.Mr. [redacted] expressed his disappointment to Infiniti USA Consumer Affairs and they even offered him employee pricing on the vehicle of his choosing, however, the discount from Infiniti USA was not as great as the discount I offered him.  He has yet to take advantage of my special pricing and, to the best of my knowledge; he has not made a purchase using the exclusive pricing offered from Infiniti USA.

January 12, 2016
We are in receipt of the complaint filed by Ms. ** with your office.
Ms. ** has not had the issued diagnosed at our shop. Ms. ** should contact Shanna Sa[redacted] and arrange for a time to have the vehicle diagnosed at no charge to her. All parts warranty through...

Infiniti are 12 months/12,000 miles, however we will provide options to assist Ms. ** once the root cause is determined.Thank you for the opportunity to respond to this complaint.
Sincerely,
Patti S[redacted]
Compliance Director - Infiniti of Peoria

May 8, 2014

Thank you for the opportunity to respond to the complaint submitted by Ms. [redacted] regarding her experience at Infiniti of Peoria.

Our General Manager, [redacted] has been in touch with Ms. [redacted] regarding her complaints. A new hubcap has been sent out to Ms....

[redacted]

and Mr. [redacted] has agreed to make her first payment on the vehicle.

We apologize for the mistake made with the hubcap and any inconvenience this may have caused her.

[redacted]

Compliance Director - Infiniti of Peoria

January 27, 2015Thank you for the opportunity to respond to the complaint submitted by [redacted].Our Service Director, [redacted] will be in touch with [redacted] to discuss the issue she is having with the vehicle.  We have researched the service records on [redacted]...

[redacted] vehicle and were unable to find any record of a similar problem occurring. There were also no recall records on file with this problem or with this vehicle.  [redacted] did take the vehicle to an Infiniti dealership in her home area, where they were unable to duplicate the problem as described. they released the vehicle as tested. It was after that visit to the dealership that she filed the complaint with the Revdex.com.Sincerely,[redacted]Compliance Director Infiniti of Peoria