Infiniti of Scottsdale

To Whom it May Concern
We handled Ms. [redacted]'s complaints back in April of 2016. After her first complaint we brought her vehicle back and used a green company to flush Ms [redacted]s's system. This company only uses Hydrogen and Oxygen. We did this service at no charge to her. We have done...

everything that we can for Ms. [redacted]. I have spoken to her myself and in the last instance she hung up on me. If there are legitimate issues with her car we would be more than happy to address those concerns within reason, but at this point her demands are unreasonable. I am not sure how to proceed from here within reason.  
Thank you!
Kris S[redacted]

In fact we did not pull this gentleman's credit. We asked him to fill a credit application so that we could have a contract that we could cash in case [redacted] did not fund. He in fact now has a contract with [redacted], we never submitted or cashed the contract. His contract is with [redacted] is as he...

wanted. We sent the paperwork to [redacted] yesterday. We just called [redacted] and Jennifer there told us they had they recieved everything yesterday, [redacted] is welcome to check with them. We do apologize for any misconception [redacted] might have had.

I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter is in fact resolved.The confusion regarding my loan was entirely the fault of [redacted], the lendor. The loan application was originally submitted by my wife, with me as co-applicant, even though I was handling the purchase of the vehicle. When I was calling [redacted] on the loan status for some reason they showed the loan pending but had NONE of the updates, including the dealer submission for payment, which was all under my wife Amy's name. This was only clarified Monday when [redacted] from Infiniti called me yesterday to let me know that were calling for me, at which point we tracked down that the information was in my wife's name. I am still amazed that they did this, but [redacted] informed me he has had a similar experience himself.So in fact they did everything they were supposed to do, and [redacted] was confused.I am terribly sorry for any grief this has caused Infiniti of Scottsdale, and other than the one person on the phone who had no idea what I was talking about, and the massive confusion caused by my lendor, I have found their services to be top-notch.

Regards,[redacted]

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,

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,

Hello again,
 I wrote a long response to you and it must have  disappeared.
I want to let you know that I am still suffering very very badly from this car 'off gassing'.
 I have continued with my asthma and my coughing up sputum and sinus pain and ear pain ad headaches.
Please help me with the seriousness of this situation.
 I am not making this up. I am hurting and also now concerned of any long term results of off gassing. 
Yesterday I tied to go through my car outside as it was a cooler day. BUT-- I got very ill ~ dizzy, headache, can not wear my contact lenses, nausea, dry eyes, numb lips  and asthma pain.
My health is at stake.... and I have been suffering as well as my plans have been foiled due to Infiniti's non compliance.
Infiniti did not even help me with the damage to my car while using the Biosweep - ( dents tears in the door weatherstripping and scratches on the right side of the car..... all of this info was sent to INFINITI Customer Care -- they even received a thumb drive ( Tamia & Tamika) 
 please help me resolve this -- 
the Attorney General has a case which I would like to have shared with you.... case # [redacted]
 Thank you for helping me
 I want my life back  -- my car is my everything.... without it I am confined. A vehicle should not make me sick 
 PS -- I have much research about the chemicals I inhaled the first time ([redacted]  system and the dangers of OZONE  -- off gassing -- it make pure sense to me) 
THANK YOU

I need to know that the warranty was indeed cancelled like I was told and that the $2,550 will be credited to the loan balance.

In fact this customer has had his entire warranty cancelled and has had his money refunded to him.

The customer can bring the vehicle here, we will fix it under warranty, and make sure that they re-instate the warranty, and offer our apologies for the inconvenience. I believe this was a mistake from the warranty company, not ours, but we will handle it. 

Please contact [redacted]...

[redacted] the Service Director.

After my initial 39-month vehicle lease began, I was contacted once by the sales department and invited to participate in their "Track Days" event. I participated and never received the photo taken by the photographer at the event nor did I ever receive another invitation to participate. Apparently, my sales representative left the dealership and I never again heard from the sales department until 5 or 6 months ago.

As the end of my lease approached, A.M. (sales dept.) would leave me a voicemail every couple of weeks to discuss end-of-lease options. Whenever I called back, he was never available to take my call. My voicemails would go unanswered until his next end-of-lease template call. Eventually I stopped attempting to respond. This was followed about a month ago by a call from a [redacted] (sales manager) on a Friday night. I returned his call on Saturday morning and was told he was on the floor and I could be transferred to his voicemail. I advised the receptionist of what had transpired with my previous interaction with [redacted] and she attempted to page L. to the phone. I was told he did not respond to the page, but she (receptionist) would give my call-back information to him as soon as he came back in the door. You guessed it, no call-back. After a full week went by without a follow-up from either A. or L., I decided I'd had enough of this dealership.

I contacted Coulter Infiniti and left a message for the finance manager regarding my end-of-lease plans. He returned my call within 15 minutes and I'm all set with an appointment to handle my end-of-lease paperwork.

I'm disgusted by the lack of follow-through by the sales department at Infiniti of Scottsdale. While the service department is top-notch and treats their customers like family, the sales department has an immediate benefit mindset which does not work well to secure repeat business. I don't expect to be waited on hand and foot, but I also don't expect to be dismissed. I will never again cross the threshold of I.O.S.

On 11-4-2013 I purchased a used 2006 Jeep from Infiniti of Scottsdale.

I do not like dealing with cr dealers in general. Too many layers to deal with and so many is. But IofS had the Jeep I was looking for so there I was. I dealt with [redacted] the manager, [redacted] sales staff and [redacted] the financial manager. I told I wanted a great and speedy and fair experience and they made it happen. I got a better price than expected and in a reasonable lenght of time I was driving away.

I highly recommend IofS and their staff. Great team

Review: I was referred to Infiniti of Scottsdale through [redacted] Loan Dept's car buying service. I was pre-approved for purchase, and came with an Echeck from [redacted] for the purchase of the vehicle. Infiniti of Scottsdale forced me to run a credit application anyway, telling me it was due to the FBI needing to be sure I am not a terrorist. I did fill it out. After waiting in the lobby for two hours, they had me come into the finance office where they made me sign a supposed Back-Up loan agreement - that's what they told me it was - saying they needed to do this in case [redacted] did not pay on the car. The backup loan agreement for for 9.99% (my [redacted] loan was for 4.49%). I called [redacted] from his office and they told me it was okay to sign the loan agreement as a backup loan agreement, and reassured me that as soon as the dealer would submit the Echeck they'd get a transfer of the fund by morning. The dealer promised they would submit it last night... but in fact they have not submitted it, and now calling them they told me I have a loan through them, and they are not submitting some "bt e check form" as they called it. They were a certified [redacted] dealer too... I've also called [redacted] who were surprised they did this. They have basically forced me into a horrible loan, despite our agreement before I ever came in, as I informed them I was coming in with the [redacted] documents.Desired Settlement: I would like them to remedy this by contacting [redacted] and honoring my [redacted] loan and submitting the echeck, or simply take back the vehicle and give me back my trade-in, or pay for the trade-in at our agreed price (if they have already sent my trade-in to auction). And I'd like an apology for their strong-arm tactics. I do not want a 9.99% auto loan, it's just horrible. Thank you!

Business

Response:

In fact we did not pull this gentleman's credit. We asked him to fill a credit application so that we could have a contract that we could cash in case [redacted] did not fund. He in fact now has a contract with [redacted], we never submitted or cashed the contract. His contract is with [redacted] is as he wanted. We sent the paperwork to [redacted] yesterday. We just called [redacted] and Jennifer there told us they had they recieved everything yesterday, [redacted] is welcome to check with them. We do apologize for any misconception [redacted] might have had.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter is in fact resolved.

The confusion regarding my loan was entirely the fault of [redacted], the lendor. The loan application was originally submitted by my wife, with me as co-applicant, even though I was handling the purchase of the vehicle. When I was calling [redacted] on the loan status for some reason they showed the loan pending but had NONE of the updates, including the dealer submission for payment, which was all under my wife Amy's name. This was only clarified Monday when [redacted] from Infiniti called me yesterday to let me know that were calling for me, at which point we tracked down that the information was in my wife's name. I am still amazed that they did this, but [redacted] informed me he has had a similar experience himself.So in fact they did everything they were supposed to do, and [redacted] was confused.I am terribly sorry for any grief this has caused Infiniti of Scottsdale, and other than the one person on the phone who had no idea what I was talking about, and the massive confusion caused by my lendor, I have found their services to be top-notch.

Regards,

Review: My husband took my 2011 G37 into Infiniti of Scottdale on 10/9/13 for what I thought was a warranty repair as the ABS light had come on and the steering had been getting harder and harder to steer for awhile. After having a quick look at my car, they said, "a woman must be driving this car", it needs an alignment and the rear brakes need replaced, they were still trying to diagnose the ABS issue. We asked for an estimate of everything. Then on 10/11/13 we received a phone call that said the car appears to have been in a front end accident and this will be a major claim so I should contact my insurance company, and there was still no estimate we could see. I filed a claim with my insurance immediately telling them about what I was told and that the only thing that was ever hit with my car was an empty milk crate months ago. After another conversation with my insurance company I was told about body damage to my bumper that may need replaced and since I had only ever noticed the grill coming unsnapped I was a little confused as to what damage they were referring to. This prompted me to go to the dealership who had possession of my car and look at all the damage that I was filing this insurance claim for. The damage I saw on my car was minor in my opinion (2 partway spliced wires and the grill was still unsnapped from the bumper), I was then a bit confused about what I was filing an insurance claim for. We asked for an estimate of the damages yet again because I really wanted to understand what the major damages were. We were also told that Infiniti does not have a body shop so they would be having another company doing the body work. On 10/14 we finally received an estimate from a body shop that did not even include any body work, the mechanical work came to a grand total of $5,157.85, this was parts and labor to replace the ABS sensor and engine wiring harness (17 hrs labor just for the harness replacement alone). This total and the fact that there was all of a sudden no body work required threw up a red flag for me. At this time we contacted a service manager for clarification as to why we finally get an estimate but the mechanical work is being done through a body shop and no body work was on the estimate. I called my insurance company and asked when they would be coming out to look at the car. They scheduled an adjuster to go to the dealer and look at my car on 10/17. The adjuster looked at the car and provided his estimate of damages, including the wiring repairs and body damage, which came to a grand total of $1027.94. After a conversation with the adjuster we decided we would take the car elsewhere for repair as his estimate seems more realistic to us and we don't have very much trust left in the dealer due to the difficulty getting an estimate, different stories, etc. My husband left a message that said we will just pick up the car. He got a call back from [redacted] that we can come get the car after we pay $557.04 for an ABS sensor that the already put in?! We didn't authorize any repairs, initially we thought we were going in for small warrantied item and as soon as that wasn't the case we requested estimates. Even if we kept the car there for these repairs, the insurance would only be paying $284.43 plus 0.2 hrs of labor ($27.60) for the ABS sensor so this $557.04 charge seems unwarranted. I didn't authorize them to start any work whatsoever. Now my car is being held until payment is made in full for a repair I didn't ask for nor approve.Desired Settlement: They have lost my trust completely and I would just like to have my car back, I prefer to take my car to a more trustworthy company for the needed repairs.

Business

Response:

October 25, 2013

To whom it may concern,

Mr. [redacted] brought his 2011 G37 in for service on October 9th with several different concerns. One of the concerns was the ABS brake light coming on.

We found the wiring at the right front ABS sensor damaged and replaced the sensor. It was necessary to replace the sensor to continue with further diagnosis. We also noted damaged to the engine harness. At that point we reached out to Mr. [redacted] and informed him that this was not a warranty repair and also advised him to contact is insurance company.

His insurance company requested a written estimate from us. We informed Mr. [redacted]’s insurance company that we had already replaced the sensor. The agent informed us that the sensor replacement was not an issue but requested that we keep the part for their inspection. Replacement of the harness was recommended by the technician and submitted to Mr. [redacted]’s insurance company. Mr. [redacted]’s insurance company came to inspect the vehicle. The insurance company informed us that they would not authorized replacement of the harness but would cover repairing the harness along with the replacement of the ABS sensor.

We informed Mr. [redacted] that we had received authorization for the repairs. At that point Mr. [redacted] elected to remove his vehicle from our shop. Clearly we had lost his trust with the difference in the pricing between replacement verses repairing the harness. We removed the ABS sensor that we had installed and reinstalled the original sensor that the vehicle came in with and delivered the vehicle back to Mr. [redacted] at no charge to him. Every customer is important to us and it is disappointing that communication clearly got in our way.

Sincerely,

Review: I purchased an extended protection plan from infiniti in December and now when it came time to use the warranty in march , I'm being told the plan isn't valid to cover my vehicle . They told me that the warranty was sold to me outside their normal parameters for extended warranties , however they did in fact swell me the policy and I've been paying for it since December . The contract I have states the car is under warranty until December 2016 or mileage hits 99913 miles. I understand they don't normally offer warranties to cars that are beyond 3 months of their last warranty, but they were happy to sell it to me and collect money until I need them to cover work on the car.Desired Settlement: Honor the contract and its terms

Business

Response:

The customer can bring the vehicle here, we will fix it under warranty, and make sure that they re-instate the warranty, and offer our apologies for the inconvenience. I believe this was a mistake from the warranty company, not ours, but we will handle it.

Please contact [redacted] the Service Director.

Consumer

Response:

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,

Review: On 01/01/2014 I purchased a pre-owned vehicle from this dealership. I also purchased an extended warranty which you could cancel at any time for a pro-rated refund. On 01/02/14 I found a warranty for less money so I called and emailed the finance guy, [redacted], requesting that they cancel the warranty. He said that they would and that the $2,550 would be deducted from the loan balance. I asked if we needed to re-do the contract and he said we did not. I asked him to send me an email confirming but he has not. I have called, emailed and stopped in the dealership with no response. He even put the wrong current mileage on the warranty contract which would effectively shorten the length of the warranty that I purchased. According to photos on the dealers own website the vehicle had at least 15,433 miles on it. The warranty contract states that it has 14,806.Desired Settlement: I need to know that the warranty was indeed cancelled like I was told and that the $2,550 will be credited to the loan balance.

Business

Response:

I need to know that the warranty was indeed cancelled like I was told and that the $2,550 will be credited to the loan balance.

In fact this customer has had his entire warranty cancelled and has had his money refunded to him.

Consumer

Response:

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,

I purchased a used 2005 QX56 from this dealership in 2007. Over a 3 year period the car was in the shop a dozen times. One incident caused the car to stall on the highway with my family at 75mph. Infiniti Scottsdale said it was debris that caused it, not to worry and that this has never happened. Infiniti consumer affairs issued me 2 free oil changes, YIPEEE! 6 mo later Infiniti issued a nationwide recall for this part.

It get's better.

I traded the car in to this dealership as I thought I would give them another shot. I purchased another used 2008 X56 from them which has a car fax showing a damage report. The salesman/owner said it was minor damage to the bumper, nothing serious. We asked to see the report and he said he couldn't get access to it but it was nothing to worry about. We trusted them. Since we bought the the car it has been in the shop 15-20 times for issues, maybe more. 30 months later I went looking to trade this car in and behold, the dealership I was speaking with pulled the car fax report and found that the QX56 had major damage to the tune of $5,000. (Just a bumper eh?) If I knew this I would have NEVER bought the car. Maybe this is why it was in the shop so much? The dealers owner/salesperson went silent when I told him that I knew about it and he actually shrugged it off as if it was no big deal. More importantly I now have the actual auto body repair invoice which I received from his dealership service dept that was in the cars file all along.

Here's the best yet.

Instead of making it right, the owner/salesperson said the car is worth more to him than anyone else and he would make it right and get us into a newer car with discounts. Would you believe it when I tell you that he wanted to soak me on the 2008 QX56 and make a ton on a newer model?

Last but not least, I reported this to Infiniti consumer affairs (which I now know does nothing) and they said they spoke with the dealership about the incident and they would be calling me right away to discuss the issue. 2 weeks later, still no call. Well I guess that's what happens when you get your hand caught in the cookie jar.

I should have learned the first time.

Am in the process of buying a G37. Thus far, all at the company have been open, forthcoming, and helpful.

I previously went to two [redacted] dealers and an Infiniti dealer. In the past, I dealt with [redacted] and [redacted]. This dealer along with [redacted] have been tops.