Infiniti of Tyson's Corner

Tires were suggested because the tread depth was between 4 and 5/32" and the manager gave her a pro-rated price to replace based on the warranty.  He made it very clear that the tires are not unsafe but for the best performance, should be replaced soon (new tires start with approx....

11/32"). The warranty only covers the tires until 2/32".    Since 2014, Ms. [redacted] has purchased a battery for $102.37 (2/11/14) despite documented proof that her battery did not require replacement and we did not recommend it.  She insisted we replaced the battery.  On June 28th, 2014, the engine light came on and the store replaced 2 oxygen sensors for a total of $429.99.  February 10th 2015, the battery was tested and was replaced at no charge under warranty despite the test showing the battery was good and was still producing  508 of 650 CCA.  On February 24th, 2015, Ms. [redacted] requested the replacement of her headlights even though they were working at the time for a total of $35.28.  The battery was replaced again at no charge on January 8th 2016 and again the test results were good and no replacement was required.  During that visit, we gave Ms. [redacted] an estimate of $283.59 to replace a lock cylinder but did not charge to diagnose the problem.  The estimate was given assuming the cylinder was the problem but we would have to remove the door panel to confirm that was the correct fix.  The charge to remove the door panel to confirm the repair would have been around $50 but she declined.  We did inform Ms. [redacted] that if we replace the lock cylinder a different key would be required to operate the door unless a locksmith would re-key the cylinder.  Again, there was no charge for the diagnostic and we could not confirm the correct repair until the door was removed.  As you can see, the store has been more than accommodating and replaced the battery several times at no charge although based on the test results, replacement was not required.  We have never attempted to sell anything that was not needed, in fact, we attempted to discourage her from spending money on items that were currently working.  Ms. [redacted] spent a total of $566 over the last 3 years and is not entitled to a refund for services that were never performed.  The store has tried to work with her, performed several services for free and goes above and beyond every time she would visit the store.  The accusations from Ms. [redacted] are unfounded and we have documentation to prove our position.

Thank you for bringing your concerns to our attention. We appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our business. We apologize for any inconvenience that we may have caused, and we would like to make things right as...

we truly value your business. An internal case was set up for the Area Manager to review and resolve. The Area Manager indicates that this complaint was resolved and the store ended up taking care of it.

Thank you for alerting us of your tire concerns as we take tire safety very seriously. A formal file was created to document your experience within which our notes indicate Area Management has been in contact to ensure the tire issue is corrected and your concerns are properly addressed. Please...

reach back out to Area Management should you have any additional requests or concerns.

Per our Firestone Fixed-right...

guarantee,if the automotive repair or service was performed improperly, then we will re-perform the service at no additional charge to you during the established warranty period. In this case, we ensured there was no additional charge to you for making sure the vehicle was fully repaired to normal operating specifications. We apologize for any additional inconvenience this may have caused you.

Initial Business Response /* (1000, 10, 2015/09/23) */
Initial Consumer Rebuttal /* (2000, 13, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was recently refunded so there are not further problems.

Revdex.com: A refund for the alignment was issued,  No offer was made to refund me for my tires, No apology was given by anyone.  No statement of corrective actions. This tells me that what I experienced is common practice.  To place someone life at risk just to avoid having to compensate for a bad job.  Their warranty was an act of collecting more money, and the solution if it come back in was to show there was another issue they could not have seen.  Problem is: I had just had New Tires install and both I an engineer and the mechanics that reviewed my tires checked my cars steering hardware on the car before installing New Tires, Both the mechanic and I agreed, all it was originally was a bad alignment.  The 65 percent unscrewed control arm bolt was criminal not just bad customer service.  But bottom line my wife nor I was injured by their callous response during this whole ordeal so I choose to keep this Professional.  I choose to show my kids that even in dark times if you can keep it professional do so.  An outsider would not see why I responded in any other way,  but they will understand the story. My Chi is strong, and God is good to allow me to stay professional.  
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is what I expected so close the case.
Sincerely,
[redacted]

Complaint: 11708669
I am rejecting this response because: I talk to someone 1 time and I haven't hear anything back from them since to say the matter has been resolved!!
Sincerely,
Robert [redacted]

Initial Business Response /* (1000, 7, 2015/10/07) */
Please provide us with the store information and the invoices related so we can properly investigate this.

Thank you for alerting us of your concerns so that this matter can be properly investigated. After review, a formal case has been set and referred to our claims department. Notes indicate your assigned claims advisor will be reaching out to you on 9/15 to discuss this case further.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/04/14) */
Managment spoke with the customer and she had some valid concerns. The team obtained a price from a vendor that caused the mark up to be well above the correct price. Management priced the dealer as well as preferred vendors and was able to...

obtain a part for much less than quoted. Managment apologized to the customer and have processed a refund in the amount of $986.00 as per her request. Issue has been resolved.

Thank you for bringing your concerns to our attention. We appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our business. We apologize for any inconvenience that we may have caused, and we would like to make things right as...

we truly value your business. An internal case was set up for the Area Manager to review and resolve. Someone should be following up with you shortly to discuss a proper resolution. Thank you.

Initial Business Response /* (1000, 6, 2015/09/14) */
Contact Name and Title: Rich [redacted] - Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Attempted to contact Thuy [redacted] on 9/8/15 @ 9:50AM - left voice message. Call was returned on 9/9/15 by the customer. Attempted to...

contact customer again on 9/10/15 @ 11:09AM - left voice message. Waiting on callback. I will be happy to assist in setting up a damage claim to resolve the issue stated on the case. Will continue to try contacting customer to resolve issue.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, Rich did called and left messages and I have attempted to return the calls several times but it took me to his voicemail. I have actually attempted to call again today, Sept 17, and have left a voicemail to Rich to return my calls. I have also emailed Rich as well so we can soon resolve this issue. Please return my call Rich, I would love to resolve this issue as soon as possible too. You can either call or email me, I have available anytime. Thanks!
Final Business Response /* (4000, 10, 2015/09/23) */
Received update from Area Manager, Rich [redacted]:
I was finally able to make contact with the customer on Monday. I discussed the issue with her and offered to set up a vehicle damage claim so that the car could be inspected. The customer stated that there is no physical damage visible, nor did she see anyone maliciously damage her vehicle, but they had to adjust the steering column in order to drive her car. It has an electronic adjustable steering column and it now makes a clicking noise.
I submitted a request for a claims referral, case # XXXXXXX. I explained to her that the vehicle will have to be inspected by an Infinity dealer as our stores do not perform work of that scope, and that a claims representative will be in contact with her within the next few days.

We apologize for any inconvenience this unfortunate experience caused you. Our records indicate management has been in contact with you to help make things right and this matter has come to a mutual resolution. Please reach back out to management should you have any further concerns.

Thank you for bringing these concerns to our attention and giving us the opportunity to resolve this matter.The Area Manager indicates that this has been resolved with Mr. [redacted]. We are going to refund the tire he purchased at store [redacted] since we lost his old tire. Francisco (AM for DLFW) is...

going to call him to make him an appointment to get the correct 3 tires installed at store [redacted]. The customer is satisfied with the resolution.

Thank you for bringing your concerns to our attention. We appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our business. We apologize for any inconvenience that we may have caused, and we would like to make things right as...

we truly value your business. An internal case was set up for the Area Manager to review and resolve. As of 07/14/16 the Area Manager followed up with you to discuss the issues. An explanation was provided concerning the issue with the ball joints and that they couldn't have caused the ball joints wear/tear. However, as customer satisfaction they offered to assist with 2 tires in good faith. It was relayed that the tie rods and ball joints however, would still need to be replaced.

Revdex.com:
I have reviewed the response made by the business in reference to com[redacted]int ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The notes in our internal case indicate that they refunded the customer for the part to resolve the issue and satisfy the customer.

Complaint: [redacted]
I am rejecting this response because: I was told it was leaking due to the old age of the car/parts..  What I don't understand is, how my car goes from not leaking...

coolant when I take it there, to leaking coolant like I am running water down my sink...  While I understand things happen, I can't accept that it is a random occurrence.  My Grandmother [redacted] is on a limited income, she can not afford to fix a major fix on her car.  We sadly did not reach a resolution when talking.  I would like to speak with someone from corporate next time.
Sincerely,[redacted] (Grandson)On Behalf of: Pat Frazier

Thank you for bringing your concerns to our attention. We appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our business. We apologize for any inconvenience that we may have caused, and we would like to make things right as...

we truly value your business. An internal case was set up for the Area Manager to review and resolve the complaint. The Area Manager has left a message for you to call him back to address the issues. Please return his call so we can rectify this matter. Thank you.