Infiniti of Tyson's Corner

Initial Business Response /* (1000, 8, 2015/05/04) */
Contact Name and Title: [redacted] Area manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Contacted customer on 4/22/15 explained to the customer the difference between the on-line quote and the actual final was sales tax...

that is not part of the on-line quote. Apologized for the difference and not properly explaining during the close of the transcation. Informed the customer that we would refund the difference, he just needed to return to the store to process the refund. As of 5/4/15 the customer has not returned to the store for the refund.

We apologize for these unfortunate circumstances. Unfortunately, the stores private property, the parking lot does not have the capacity to store an abandoned vehicle for the in excess of 5 month period this vehicle was abandoned for without obstructing the flow of business. Field Management has...

investigated further with our Store Teammates and have been advised that notice was given prior to the tow that the vehicle needed to be removed from the property.

Initial Business Response /* (1000, 5, 2015/10/14) */
An internal case has been set up for review/investigation. The area or region manager will review the info and follow up with the customer.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept...

the response from the business.)
Since 10/1/15 they (corporate and/or a regional manager) said they would contact me in regards to this issue and they have yet to follow through with their promise.
Final Consumer Response /* (4200, 12, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager NEVER called! She was standing at the front desk while the new employee checked me out so there was prime opportunity for her to explain everything. They also could have called to ask how to open the hood or even tell me they couldn't do the oil change. After 30 minutes of me heading home, I had to call the store to get an explaination about the note. I then had to go somewhere else to get an oil change and found out that Firestone put on my tires wrong and I had to pay money to get my tires rotated to the correct position. I spent more money fixing Firestone's mistake that could have damaged my car. I have the invoice from the service I had to pay for.
Final Business Response /* (4000, 14, 2015/10/27) */
Please send us the invoice from the oil change and rotation at the other facility. We will reimburse you for this as customer satisfaction to resolve the issue. Once again, we apologize for any inconvenience this issue caused you.

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 has indicated that he has attempted to reach you. Please call him back so he can discuss a proper resolution to this matter. Thank you.

(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to see if they fulfill their promise first. It should happen in the next days. I will update Revdex.com regardless...

on the outcome of this absurd case. (Firestone offered me reimbursement after a long saga. It should have arrived in the mail already. Waiting to see if it does in the next days.)

The customer was contacted today by the claims advisor, Gil. The address was confirmed and he processed the check via UPS and the customer will have it tomorrow. We apologize for the delay and we hope this resolves the complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11100635, and find that this resolution is satisfactory to me.
Sincerely,
Heather [redacted]

Thank you for alerting us of your unfortunate experience so that we can ensure management is in contact in addition to addressing this with our Store Teammates. A formal file has been created at this time and referred to Field Management for resolution (file#2242660). Please reach out to us at...

[redacted]@bfrc.com if you are not contacted within 2 business days.

Initial Business Response /* (1000, 22, 2015/09/29) */

Initial Business Response /* (1000, 15, 2015/09/23) */
Initial Consumer Rebuttal /* (2000, 17, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11188410, and find that this resolution is satisfactory to me.
Sincerely,
Clela [redacted]

Thank you for reaching out to us as we always want to ensure that our customers are happy with their tire purchase. After alerting upper management of your concerns, our records indicate that our Buy-and-Try Tire guarantee was extended and a new set of tires has been installed on your vehicle as of...

12/3. Please reach out to any of our retail locations should these new tires not be to your satisfaction.

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.
 I look forward to a Credit refund back to my account. Have a great day.
Sincerely,
[redacted]

We apologize for your unfortunate experience and would appreciate the opportunity to help make things right. A formal file was created to document your concerns and our records indicate that field management has been in contact to schedule replacement of the tires. Please reach back out to field...

management should you have any questions regarding this offer.

Thank you for alerting us of your concerns so that management has the opportunity to help make things right. A formal case was created to help ensure resolution of this matter and as of 2/13/17 we have been informed that your request has been honored. Please reach out to field management directly...

should you have any additional questions or concerns with the brake repair service.

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,
Melvin [redacted]

Thank you for bringing these concerns to our attention.A case was set up by our Corporate Claims Department. They have reached a settlement on this matter and the case has been closed. Thank you.

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,
Benjamin [redacted]

We apologize for any inconvenience this matter may have caused you. Management has indicated that unfortunately, the GM parts needed are on backorder and that there is no way to expedite the matter at this time. Management will be in contact as soon as an update is available.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11618333, and find that this resolution is satisfactory to me.
Sincerely,
Shanelle [redacted]