Infiniti of West Chester

[redacted] ,I am emailing you in reference to ID [redacted] .I have researched the vehicle and found that it did have body work done to the car before customer purchased it I found that the previous owners insurance company paid a claim on the vehicle to the body shop, which means they did not make the car a total lossI believe the customers title states that it is not a salvage title, it is a clean title I still believe that [redacted] is reporting it in error.Please let me know how I can be of further assistance.Thank you, Leigh *T [redacted] General Manager Infiniti of West Chester Infiniti of Ardmore ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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, pending the receipt of said vehicle Regards, [redacted]

8/8/Dear [redacted] :I am responding to consumer complaint (ID [redacted] ).I have contacted customer and was able to resolve complaint with him, he should be taking delivery of his new car in about a week.If you have any questions feel free to give me a call,Thank you,Leigh T [redacted] General Manager

Hello, The only outcome I would consider is honoring the price of $15,for said vehicleAt this point though, I would not wish to enter into any more negotiationsThis experience has been very unpleasant and has consumed over two weeks of my timeThank youRespectfully, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Infiniti claimed when I purchased the vehicle that the car had not been involved in any accidentsI will have *** do an investigation and depending on the response from *** *** will determine the resolution I will have with Infiniti.
Regards,
*** ***

Sept 3,I am responding to ID ***After reviewing the charges we found that the customer was charged by Infiniti
Financial Services $It was for a disposition of $and $for three maintenance lights and one tire pressure lightThey also charge
a 9% tax rate on the billOnce the car was turned in *** sends a bill to the Customer, the charges are not shared with Infiniti of West ChesterAfter Speaking with our *** representative he stated that any concern of charges needs to be handled by customer with ***.Please feel free to contact me with any questionsThank you,
Leigh TGeneral Manager

Additional Information*** *** Good Evening,*** did respond back to my inquiry that I made requesting additional information concerning my claim about my car being labeled as a "Total Loss" Since the *** report cannot be removed or updated my original request with Infiniti remains the same Please see the information below in correspondence to the inquiry.Good Afternoon ***, Thank you for contacting ***. I was happy to look into this for you and verified the Total Loss is correct for the vehicleAccording to the Federal Governments Title page the insurance company who paid the claim was *** Mutual Casualty Company. Since this has been confirmed I cannot remove it from the Vehicle History Report. Not all Total Loss vehicles receive a branded title because of the percentage the vehicle is damagedMost Department of Motor Vehicles require a vehicle to be damaged at least 75% of its' value before they issue a Salvage brandInsurance companies have differing ratios to determine a repairable and Total Loss vehicle. Please let me know if you have any questions or if there is anything further I can do to help. Thank you so much for allowing me the opportunity to work with you, it was my pleasure and I hope you have a wonderful day Sincerely *** *** *** Resolution ManagerSincerely *** *** *** Resolution Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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, pending the receipt of said vehicle. 
Regards,
[redacted]

March 17, 2015
I am responding to ID [redacted]. I have researched the 2009 Infiniti that the customer bought from us back in 2012. The vehicle did previously have auto body work done to it. I do not see anywhere that the vehicle was a total loss other then what [redacted] is reporting. I...

believe that [redacted] has made an error in reporting that it was a total loss. [redacted] will correct the reporting error but that must be requested from the owner of the car.If [redacted] would like I would be happy to help assist her in that process.The reason her title does not state that it was a salvage is because it is a clean title with no salvage history.Please let me know how else I can assist.
Thank you, 
Leigh T.
General Manager

[redacted],I am emailing you in reference to ID [redacted].I have researched the vehicle and found that it did have body work done to the car before customer purchased it.  I found that the previous owners insurance company paid a claim on the vehicle to the body shop, which means they did not make the car a total loss. I believe the customers title states that it is not a salvage title, it is a clean title.  I still believe that [redacted] is reporting it in error.Please let me know how I can be of further assistance.Thank you, Leigh *. T[redacted] General Manager Infiniti of West Chester Infiniti of Ardmore ###-###-####

Hello,
The only outcome I would consider is honoring the price of $15,000 for said vehicle. At this point though, I would not wish to enter into any more negotiations. This experience has been very unpleasant and has consumed over two weeks of my time. Thank...

you.
Respectfully,
[redacted]

8/8/14
Dear [redacted]:I am responding to consumer complaint (ID [redacted]).I have contacted customer and was able to resolve complaint with him, he should be taking delivery of his new car in about a week.If you have any questions feel free to give me a call,Thank you,Leigh T[redacted]General Manager

March 17, 2015I am responding to ID [redacted]. I have researched the 2009 Infiniti that the customer bought from us back in 2012. The vehicle did previously have auto body work done to it. I do not see anywhere that the vehicle was a total loss other then what [redacted] is reporting. I believe that...

[redacted] has made an error in reporting that it was a total loss. [redacted] will correct the reporting error but that must be requested from the owner of the car.If [redacted] would like I would be happy to help assist her in that process.The reason her title does not state that it was a salvage is because it is a clean title with no salvage history.Please let me know how else I can assist.Thank you, Leigh T.General Manager

Review: I involved in a car accident months ago? In brief, a woman driving a [redacted] hit my car in rear. After the collision, I wrote down all her information and called my insurance company. I don't have a full coverage of insurance, and her insurance only has a liability.

Before her insurance company come to me, I went to Infiniti dealer to get an estimation of repair on 9/9/2013. The infiniti official [redacted] collision center gave me an estimation of $2551.42.

Two days later, her insurance company ([redacted]) came to me on 9/11/2013 and did an estimation of $4117.91, and said her insurance maximum liability is $5000.

So I compared this price to $2551.42, then I decided to go for [redacted] collision center to repair my car. I drove to Infiniti dealer, and finished all the paper work. During this process, I informed the guy who picked up my car from [redacted] collision center, the insurance liability is $5000.

On 10/10/2013, I went to the collision center to get my car. He showed me a repair total of $11890.15, much higher than the woman's insurance liability and much much higher than his estimation on 9/9/2013.

Absolutely, I cannot accept this repair fee, because I didn't sign anything during the process to pay for additional fees to repair my car. I left my car there for about one month. During this month, I talked with the collision center several times, but no result.

He admitted that he believed my insurance is full coverage. And said nobody told him the liability is $5000 and my insurance is not full coverage.

What he say is totally ridiculous. He should communicate with the insurance company before taking action on my car. And also he should informed me to get my permission to continue repair when exceeds $5000. Right?

---------------------------------------------

So I think this body shop did a lot of things wrong during this process.

I feel they steal my money: give me a low estimation at the beginning, and repair it very expensive, they even replaced many parts that work well after collision.Desired Settlement: $11890.15 is much higher than my ability. The insurance paid me $5000. that's the most I can pay for this case, because insurance estimation is $4117.91 & [redacted] collision estimation is $2551.42.

Review: After putting $500.00 down and signing final agreement for $14000 for 2005 [redacted], I took it to [redacted] for a Pre-Purchase Inspection (PPI). The PPI was a condition of taking final delivery of vehicle along with any repairs needed. PPI showed leaking P/S coolant hose and costly sunroof problem needing repair. These PPI results were shown to Infiniti who reviewed vehicle internally, then took it to [redacted] and [redacted]. I was then forcefully handed new price of $16150 to cover repairs which was not previously agreed upon. Quoted repairs went from 2100 to 2600 during negotiations. I was denied sale even after offering $15000 as consolation. I had [redacted] approved loan along with warranty approved and ready for execution. Now vehicle is listed on dealership website for $16889. The rude customer service and extortion of their clients is regretful, and I hope Joe B[redacted] is aware. This coming from a USMC veteran.Desired Settlement: With NADA, KBB, and Edmunds averaging trade-in for this exact vehicle (2005 [redacted] 4.4i, 67800k miles, well equipped, clean/good condition) at ~$10,800, my offer of $15,000 not only covers the cost of repairs, but exceeds it. Not to mention original signed agreement was for $14,000. Buyer Beware.

Consumer

Response:

Hello,

Review: On February 28, 2012, the finance manager [redacted] at Infiniti of West Chester sold me a protection plan for the M37 I leased. He stated that the protection plan would take care of the car internally and externally. He stated that the program was new and that it was phenomenal. I paid $1496.00 for this protection plan for 3 years. When my car was scratched in the front, I called the number on the flyer given ###-###-#### for this plan. An receptionist of an Apartment building answered. I called several times, same response. SInce I have had this plan, every employee at Infiniti of West Chester stated that they are unaware of this plan. Finally, when I was able to get to a manager name [redacted]. He stated, "I am not sure what you were told but this plan will not cover external damage to the car but only since you are a good customer, I will have something done for you but this is really not our problem." I met with [redacted] and [redacted] and they made me feel very uncomfortable. I refused to return to this car dealership because of the treatment I received. I have contacted the Infiniti Corporate office and explained my situation and a liaison named [redacted] mediated communication between myself and members of Infiniti of West Chester. Nothing was solved, she stated that [redacted] a sales manager denied that I had any claims at this branch. [redacted] stated that in February 2012, I was sold an after market protection plan and that because it was after market, the Infiniti Corporation was not responsible for this problem. [redacted] was the salesman who sold me the car in February 2012.Desired Settlement: All Managers including [redacted], [redacted], [redacted], and [redacted] have been dishonest and unprofessional. I refuse to have any contact with these men. [redacted] sold me a product in which he falsely advertised in February 2012. I have done everything possible to rectify this situation. However, twice I have brought my car to this branch and the service representative Rebecca tells us automatically (without looking up the plan) that my car is not covered. I have been in good standing with Infiniti since 2009. I feel that they have scammed me. If I have to pay for all of the small issues (internally & externally) and the $1496.00 for this non-useful protection plan, I will have spent well over $6,000.00 by Jun 2015 when I return this vehicle. I want justice!

Business

Response:

Tuesday, September 3, 2013

Dear [redacted]:

ID: [redacted]

I am responding to a consumer complaint that we received. I am concerned because we show no records of customer ever using our service department. I have met with customer one time as she mentioned and took care of the complaint. Customer and family member have purchased cars here so I am a little confused on why this is happening, I hesitate to call client because she states that she refuses to have any contact with us.

I have enclosed a copy of the protection plan that she has purchased which states what coverage she has.

The phone number she provided is our phone number and I have not had any other complaints that the number is for an apartment building.

I stated earlier that I addressed a concern she had but that was many months ago, if there is a new concern I would be happy to try and help.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

as I stated, [redacted] sold me an falsely advertised plan. A plan which has not covered my car since I taken my car there for service. Every time I have met with the service representatives, two issues occur. They are not aware of this plan or the plan will not cover my car. [redacted], [redacted], and [redacted] make me feel uncomfortable regarding this issue. When I spoke with [redacted] and [redacted] about the issues I was having with the plan, [redacted] said very little and [redacted] stated that they were working out the "kinks". Since then, they are denying any recollection of this issue and this is unjust. This dealership refuses to care for my car given the plan that they sold me. During the last visit, [redacted] tried to pacify me but made me feel uncomfortable by stating that the service that my car needs is not really their responsibility but he will take care of it because I am a good customer. Their dishonesty, lack of professionalism, and poor ethics have forced me to get my car serviced at [redacted]. Their argument that I do not bring my car there for service has been explained and justified. [redacted] was present during both occasions and meetings I have had with these men, and states that she will be willing to write a statement regarding my treatment and service. I am extremely disappointed, I trusted them because I leased my first M35 from them. I AM A GOOD CUSTOMER, I never expected this type of treatment. I AM DEVASTATED!

Regards,