Infiniti of Tyson's Corner

Initial Business Response /* (1000, 8, 2015/04/09) */
The area manager has left several detailed messages for the customer to return his call. Area Manager is [redacted]

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.

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.

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

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.

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 understand that your time is valuable and apologize for any inconvenience you may have experienced during these return visits. Our records indicate that management has been in contact and the tires in question have been replaced under warranty to fully resolve the vibration issue. Please reach...

out to any of our Tires Plus locations should you have any concerns with the new tires.

Initial Business Response /* (1000, 19, 2015/09/04) */
STORE HAS CONTACTED ANTHONY AND HE WAS DROPPING THE TRUCK OFF 8/25/15 TO LET US SEE WHERE THE VIBRATION IS COMING FROM.

Thank you for alerting us of your concerns so that Field Management has an opportunity to address this further. We have created a formal case and asked our Area Manager to reach out to you within the next 1-2 business days to discuss how we can help make things right. Please reach out to us at...

[email protected] should you have any additional questions or information relevant to your case.

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 claims department to investigate. Your claims specialist is [redacted] and he has tried to reach you to discuss the claim. He has emailed and left you a voicemail. Please return his call at [redacted]. Thank you.

Thank you for reaching out so that our Store Claims department can fully investigate the cause of these engine issues. A formal file has been created to document your concerns and at this time a Claims Specialist has been assigned. Our file indicates the Claims Specialist has attempted to reach out...

via phone and email as of 3/14/17. If you did not receive these messages, please reach out to our consumer affairs team with your file#[redacted] at 800-367-3872.

Initial Business Response /* (1000, 18, 2015/08/24) */
This case was closed on 11/23/13 ref case #2040141.
The store manager called the customer:
STORE MANAGER TO THE CUSTOMER
Details:THE MANAGER CALLED THE CUSTOMER TO APOLOGIZE FOR THE CONFUSION. THE CUSTOMER BELIEVES THAT WE PURPOSELY TOOK...

A NEW TIRE OFF HER VEHICLE DURING THE TIRE ROTATION AND REPLACED IT WITH A WORN OUT TIRE SO WE WOULD HAVE THE OPPORTUNITY TO SELL HER A NEW TIRE. THE MANAGER EXPLAINED THAT THIS WOULD NEVER HAPPEN AND OFFERED TO REPLACE THE TIRE IN QUESTION WITH A NEW ONE AT NO CHARGE TO RESOLVE THE ISSUE. THE CUSTOMER WAS PLEASED WITH THE RESOLUTION.
--NOTES ENTERED IN THE CASE UPON RESOLUTION.
Initial Consumer Rebuttal /* (3000, 20, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I FEEL THAT WHEN ME AND MY BOYFRIEND WENT INTO THE STATION TO GET THE CAR LOOK AT WE WERE BEING PUT ON THE SPOT FOR NO REASON. IT JUST SEEM LIKE THE ATMOSPHERE WAS UNCOMFORTABLE QUIET AND THEY DID THAT WE DID NOT QUITE MEET THEIR SAY TICKET. I HAD BEEN THERE MANY TIMES, BUT WHEN ME AND MY FRIEND ENTER THE STORE IT WAS A NEW THING FOR ME.MAYBE THAT IS WHY IT WAS A DIFFERENT SCENARIO TO THEM.
ALSO THE PERSON THAT LOOK AT THE DASH WANTED TO REMOVE THE WHOLE FRONT OF IT AND WHEN I TALK TO THE CARPARTS.COM GUYS ONLINE I WAS TOLD IT IS INDIVIDUAL ITEMS LIKE SPEEDOMETER, GAS GAUGES ETC
Final Consumer Response /* (4200, 30, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DURING THE TIME THAT I TRUSTED THE CARE OF MY VEHICLE WITH THIS INDUSTRY A LOT OF BAD NOT NORMAL THINGS HAVE HAD HAPPENED TO MY CAR. NONE OF THE WINDOWS WORK IN THE CAR. I HAD TO PAY TO HAVE FIXED SO THE WINDOWS DID NOT GAP OPEN IN WINTER AND RAINY SEASONS. THE REPAIRS WERE WAY OVER THE COST OF THE CAR. IT HAS BEEN INHUMAN TO HAVE TO DRIVE WITH NO VENTING DURING ALL SEASONS AND YOU CAN NOT EVEN HAVE NORMAL CONVERSATION IN THE VEHICLE WITH TREMENDOUS RINGING SOUND IN THE EARS. I CONTACTED THE RECALL LIST FOR CHEVY NONE OF THIS WAS AVAILABLE ON THEIR LIST THAT WARRENTED ANY INSPECTION. IQUESS, I FEEL LIKE BECAUSE OF THE FAULT OF THE LOCAL COMPANY THAT I CAN NOT TRUST AND WOULD LIKE MY ACCOUNT BALANCE ERRASED AND A NEW CAR.
Final Business Response /* (4000, 28, 2015/10/09) */
There seems to be a mistake with our last response. It was entered as the consumer's response and not the business. We would like to know if the customer accepted our offer for the value vouchers? Please advise. Thank you.

The Area Manager reached out to Ms. [redacted] and refunded $150 as customer satisfaction to resolve this matter.

Initial Business Response /* (1000, 5, 2015/09/15) */
An internal case will be set up and the Area Manager will follow up with the customer to attempt to resolve the issue.

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 claims department to resolve. The case notes indicate a settlement check was sent to you for $5235.88 to resolve this matter.Again, we apologize for any inconvenience and we hope we have resolved this matter to your satisfaction.

The Area Manager states they have agreed to replace the tire. Will that resolve this complaint?

Thank you for taking the time to voice your concerns as we want to ensure that this is addressed with the teammates involved. In addition, a full refund of the service in question has been issued for any inconvenience this may have caused you.