Infiniti of Tyson's Corner

The Area Manager has attempted to contact the customer to resolve this and left multiple messages for a call back to explain and apologize. We would like to offer a refund of $759.21 with a signed release. This way, she is refunded for the services and can take it to another shop for the repairs...

since we were unable to resolve the matter to her satisfaction. Please advise if she accepts this refund and we will send her the release agreement.

We are currently waiting on the customer to send in documentation to the claims advisor for further review and consideration.

Thank you for taking the time to reach out to us again and for being so patient. Please review your email as I have confirmed management has reached out today to help resolve this matter.

Thank you for alerting us of this concern. Management has reviewed your file with our Store Teammates and the requested refund has been issued. We apologize for any inconvenience this may have caused.

The store manager contacted Ms[redacted] and offered to take care of the problem at a much lower cost. The customer was satisfied with the outcome.

Initial Business Response /* (1000, 17, 2015/08/22) */
Contact Name and Title: Marc [redacted], Area Ma
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Mr. [redacted] was refunded 16 dollars and given a military discount of 10% on the installation of the tires since that was not...

already discounted. Mr. [redacted] was also offered a chance to bring the vehicle back for a reinspection where I would be present. He declined and stated he didnt want to waste any more time.
The tires he had installed on his vehicle were exactly what he requested and there are no issues with them, therefore a refund is unfair.
I will put the offer out again to reinspect the vehicle and if we are wrong with our recommendations on his vehicle, he will get his refund for the tires.

Thank you for alerting us of your concerns so that our damage claims department can investigate these claims further. A claims advisor has been assigned to your case at this time and is currently attempting contact. Please reach out to your claims advisor directly at your earliest convenience: Juan...

- [redacted]

Thank you for alerting us of your concerns so that management has an opportunity to help resolve this matter. A formal case was created upon receiving your complaint which indicates the vehicle has been diagnosed at no charge per your warranty agreement and the issue has been found. Please reach out...

to any of our Tires Plus locations should you have any concerns with work previously performed so that any needed warranty services can be addressed.

Review: I made an online appt to have my car looked at on 9/29/14. My online request stated left wheel and dragging noise. I also called Infiniti the next morning to ask the price of the diagnostic and to also explain the dragging feeling on my car. I took my car to Tyson's Corner Infiniti on 9/30/14 for a diagnose on my left front wheel and a dragging feeling when I turn my wheel left and right. During my consultation, I was giving this list of things to fix that total 2746.00. It was told to me that it wasn't nothing causing my car to shake from the left side; it was all coming the right and rear. It took them 4 days to complete the work. I picked my car up on a Friday (10/3/14); immediately I asked them did they test drive the car? They told me yes, however, they couldn't have because the car was doing the exact same thing. He told me to bring it back. [redacted] and I took the car for a drive on that Friday (10/3/14), and he was able to feel and see what my problem was; the car was at shop for another 3 days. I went to get the car on a Tuesday (10/7/14). I drove it home and no soon as I get to my house the same thing started to occur again. I called them again and told them I wanted to speak with the mechanic when I bring the car back. I took my car back Wednesday (10/8/14). The mechanic, Fernando and I, went on a ride. Immediately he heard the problems and said, "the noise is back!" Had me car at infiniti for another 2 days. I picked my car up today 10/10/2014 and my car is still doing the same EXACT thing! I called to tell them again; no one called me back.

I paid the in total 2946.00 and my car is still not fixed for what I asked them for.Desired Settlement: I would like Infiniti to either send my car to another dealer and have them (at another dealer) fix my issue, refund my money (at least 70%), fix it at Tysons as I paid for, and lend me a loaner car until this is sorted out.