International Infiniti

After Mr [redacted] complained about his oil still being dirty after his first oil change, we had Mr [redacted] bring the vehicle back in and we changed the oil again for him for freeUpon the completion of the second oil change (done at NO charge) Mr [redacted] was happy with the resolution of his issue Mr [redacted] received two oil changes for the price of one A refund will not be issued

***, Please find conversation with my rep from Infiniti Financial, Please send check either back to us, or to infiniti so they can take care of the balance for youIf any questions please call me at ###-###-####

[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 Thank you very much for your assistance I actually got in touch with the Infinity headquarters and the person that answered the phone was actually the regional managerShe has promised me that the money that is owed to me will be refunded no later than May 23, She means business If I need further assistance I will be sure to contact you Regards, [redacted]

Since the customer origially filed this complaint, Infiniti has agreed to replace the motor under warranty Customer was advised of this and placed into a loaner as to not cause her futher inconvenience After having spoken with the customer, it is our understanding that she was satisfied with the resolution We respectfully ask that the Revdex.com close this file satisfactorily Regards, International Infiniti Management

To whom this may concern as to my reason for not being satisfied, why was my motor oil still brown after a supposedly oil change days later . I believe Infiniti international dealership is in denial that they made a mistake but will not own up to their mistake ! So they tell me they change my oil twice is ridiculous .I believe I should be refunded my cost of the oil change that the dealership acted in bad faith .I will never recommend Infiniti International to none of my family, friends and coworkers and business contacts for any mechanical work at Infiniti International

We will be processing a refund to *** *** this week in the amount of $895.00. She will also be receiving a refund for the Tire & Wheel This was an oversight due to a previous employee not handling the cancellation *** was at Infiniti today with Perry, the finance
manager and all issues have been handled

[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.  Thank you very much for your assistance.  I actually got in touch with the Infinity headquarters and the person that answered the phone was actually the regional manager. She has promised me that the money that is owed to me will be refunded no later than May 23, 2018. She means business.   If I need further assistance I will be sure to contact you. 
Regards,
[redacted]

[redacted], Please find conversation with my rep from Infiniti Financial, Please send check either back to us, or to infiniti so they can take care of the balance for you. If any questions please call me at ###-###-####

After Mr. [redacted] complained about his oil still being dirty after his first oil change, we had Mr. [redacted] bring the vehicle back in and we changed the oil again for him for free. Upon the completion of the second oil change (done at NO charge) Mr. [redacted] was happy with the resolution of his...

issue.
Mr. [redacted] received two oil changes for the price of one.
A refund will not be issued.

Since the customer origially filed this complaint, Infiniti has agreed to replace the motor under warranty.  Customer was advised of this and placed into a loaner as to not cause her futher inconvenience.  After having spoken with the customer, it is our understanding that she was...

satisfied with the resolution.  We respectfully ask that the Revdex.com close this file satisfactorily.
Regards,
International Infiniti Management

Customer received two oil changes for the price of one, and also used a discount coupon when he came in. It is the expressed opinion that Infiniti North Shore has already addressed the original concern by changing the oil a second time for free, which was done in good faith and what the customer had originally requested.

Mr. [redacted] has only been here on two occasions.  The first
was on 7/10/2015 with his 2005 Cayenne with [redacted] miles with the following
complaint:“CUSTOMER STATES THAT WHEN ATTEMPTING TO START VEHICLE
INTERMITTENTLY THE VEHICLE WILL CRANK SLOW AND OR NOT AT ALL ON FIRST KEY TURN
- CUSTOMER...

REPLACED BATTERY WITH AFTERMARKET BATTERY RECENTLY - CHECK AND
ADVISE”We performed diagnosis for his concern and found the following:“REMOVED DRIVERS SEAT TO INSPECT BATTERY, FOUND INCORRECT
AGM STYLE BATTERY INSTALLED. CHECKED CHARGING SYSTEM, ALL CHARGING CORRECTLY.
CHECKED REAR CARGO AREA FOR SECONDARY BATTERY, VEHICLE NOT EQUIPPED. FOUND
AFTERMARKET SUB/AMPLIFIER INSTALLED. FOUND MULTIPLE EXPOSED CONNECTIONS. FOUND
AMPLIFIER CONSTANTLY ON, EVEN WITH KEY OFF CAUSING A LARGE POWER DRAW. WORK
DECLINED.”Customer Charged $144.00 for diagnosis total after Tax =
$151.34We informed Mr. [redacted] at this time that the battery had failed
load test and was the incorrect battery type for this vehicle and that the
battery would need to be replaced.  We had also found an electrical draw
that appeared to be coming from some aftermarket stereo equipment that was
installed in his vehicle and that the electrical draw would need to be
addressed before we could go any further.  Mr. [redacted] had declined
replacement of aftermarket battery with Porsche battery at that time.  We
had then reassembled vehicle and Mr. [redacted] was given back his vehicle and paid
for diagnosis of slow crank.  Mr. [redacted] and then called on two occasions
informing me that he had the battery replaced with another AGM battery from the
store where he had purchased the first battery and I again informed him that
this vehicle does not use a AGM battery.  Mr. [redacted] then stated that he
will attempt to get a battery from his employer Johnson Controls whom he stated
makes batteries for Porsche.  He then installed battery himself or at an
independent shop, this replacement of the battery requires that the carpet,
driver front seat and trim panels be removed to gain access to the
battery.  Mr. [redacted] had vehicle towed to facility on Friday 11/6/2015 for
the second time with 133,754 miles for the following concern:“CUSTOMER STATES THAT THE VEHICLE INTERMITTENTLY WILL NOT
START AND BATTERY HAS RECENTLY BEEN REPLACED”We again performed diagnosis
for slow crank and found the following on Monday 11/9/2015:“TECH REPORTS PERFORMED DIAGNOSIS AND FOUND STARTER AND
STARTER RELAY IN NEED OF REPLACEMENT”Customer Charged $144.00 for diagnosis total after Tax =
$151.34I had contacted Mr. [redacted] on
Tuesday 11/10/2015 and informed him that the battery that he installed was
correct and it appeared that someone had removed the wiring for aftermarket
stereo equipment and no electrical draw was found and that the diagnosis was
performed for no start concern.  That diagnosis had found that the vehicle
was not starting due to a dead spot in starter and that the starter would have
to be replaced.  I had given Mr. [redacted] a price to replace starter and he
informed me that he needed to think it over as he had a trip that he was going
on and was not sure if he could afford the repair.  I had not heard back
from Mr. [redacted] until the following day Wednesday 11/11/2015 when a tow company
was here asking for keys so that he could remove vehicle from service.  I
asked tow driver to wait for Mr. [redacted] to come in as he had not yet paid for
his diagnosis nor informed us that he was going to have vehicle towed from
facility.  The tow driver informed me that he (Mr. [redacted]) would be in
soon and then the tow driver started loading vehicle onto his flat bed and
secured vehicle on tow truck.  The tow driver then started to leave
parking lot, at which point I went out and stopped him from leaving and
informed him that he needs to stay put until Mr. [redacted] settles his bill. 
The tow driver stayed in lot and waited until Mr. [redacted] had arrived and then
left when he had seen Mr. [redacted] come into my office and start talking to
me.  Mr. [redacted] had then paid for the diagnosis for the vehicle and left
the premises.  Approximately one hour later Mr. [redacted] had called me and
informed me that the rug and trim piece for driver side flooring were out of
position and that the trim piece looked broken.  I informed him that we
did not remove interior pieces to gain access to battery as we only were in
interior cabin to connect tester to lower dash panel.  Mr. [redacted] stated
that the tow driver informed him that was how the vehicle was when he had
entered vehicle to load the vehicle onto his tow truck.  At this point Mr.
[redacted] and I discussed that when he was too come back to have starter installed
I would re-secure trim panel and re-secure floor matting for him at no
charge.  Mr. [redacted] then stated ok I will call you when I am ready to
replace starter.  To this day Friday 12/11/2015 I have not heard from Mr.
[redacted] and I assumed that he had not repaired vehicle and or had repairs done
somewhere else as he did with battery replacement and car stereo equipment
removal.As he states in this case to
the Revdex.com many people (i.e. Mr. [redacted] himself, International Porsche, [redacted]
and others) have been inside this vehicle in an attempt to work on battery how
can we be blamed for what others have done.  The vehicle was properly
diagnosed on the first visit as he had driven vehicle after leaving here and
installing proper battery (which was our original diagnosis) 3,408 miles.  The vehicle was also properly diagnosed the second time as a starter, and the work was declined again by Mr. [redacted].  Also, four months had passed from the initial visit in July and his most recent visit in November.In my opinion giving Mr.
[redacted] restitution for diagnosis performed does not seem feasible as he is
claiming improper diagnosis and that the vehicle was given back to him not put
back together.  When he drove vehicle after installing proper battery (as
we diagnosed on first visit) for 3,408 miles and on second visit when he
removed vehicle from our facility without notice that he was coming in to have
vehicle towed away.

Review: On July 15th 2015 I took my 2005 Porsche Cayenne to International Infiniti to troubleshoot my starting issues for the vehicle. After the service work [redacted] informed me the incorrect battery for the vehicle caused the starting issues. Shortly after I replaced the battery with a Johnson Controls battery made specifically for the vehicle. After replacement the problem still occured. I took the vehicle fact with a 2nd opinion to [redacted] for another diagnosis to the vehicle. In which the mechanic on duty informed me the batteries were alway great the starter was going out very soon. The vehicle finally stopped starting on November 5th. I had the vehicle towed to International Infinit on November 6th for another troubleshoot. November 10th I received a call from [redacted] that infact the battery is not the issue but the Starter for the vehicle is the issue. The vehicle was returned not in the way it arrived to International Infiniti. The carpert and padding was pulled starting under the brake pedal to the door trim molding. No screws were in place, and the molding was bent out of place. ( Pictures Taken of the issue)Desired Settlement: I should be refunded of the bills that were paid in full to International Infiniti for 302.68 Paid on July 15th and November 15th 2015 for the misdiagnosis, and poor customer satisfaction of the way my vehicle was returned.

Business

Response:

Mr. [redacted] has only been here on two occasions. The first

was on 7/10/2015 with his 2005 Cayenne with [redacted] miles with the following

complaint:“CUSTOMER STATES THAT WHEN ATTEMPTING TO START VEHICLE

INTERMITTENTLY THE VEHICLE WILL CRANK SLOW AND OR NOT AT ALL ON FIRST KEY TURN

- CUSTOMER REPLACED BATTERY WITH AFTERMARKET BATTERY RECENTLY - CHECK AND

ADVISE”We performed diagnosis for his concern and found the following:“REMOVED DRIVERS SEAT TO INSPECT BATTERY, FOUND INCORRECT

AGM STYLE BATTERY INSTALLED. CHECKED CHARGING SYSTEM, ALL CHARGING CORRECTLY.

CHECKED REAR CARGO AREA FOR SECONDARY BATTERY, VEHICLE NOT EQUIPPED. FOUND

AFTERMARKET SUB/AMPLIFIER INSTALLED. FOUND MULTIPLE EXPOSED CONNECTIONS. FOUND

AMPLIFIER CONSTANTLY ON, EVEN WITH KEY OFF CAUSING A LARGE POWER DRAW. WORK

DECLINED.”Customer Charged $144.00 for diagnosis total after Tax =

$151.34We informed Mr. [redacted] at this time that the battery had failed

load test and was the incorrect battery type for this vehicle and that the

battery would need to be replaced. We had also found an electrical draw

that appeared to be coming from some aftermarket stereo equipment that was

installed in his vehicle and that the electrical draw would need to be

addressed before we could go any further. Mr. [redacted] had declined

replacement of aftermarket battery with Porsche battery at that time. We

had then reassembled vehicle and Mr. [redacted] was given back his vehicle and paid

for diagnosis of slow crank. Mr. [redacted] and then called on two occasions

informing me that he had the battery replaced with another AGM battery from the

store where he had purchased the first battery and I again informed him that

this vehicle does not use a AGM battery. Mr. [redacted] then stated that he

will attempt to get a battery from his employer Johnson Controls whom he stated

makes batteries for Porsche. He then installed battery himself or at an

independent shop, this replacement of the battery requires that the carpet,

driver front seat and trim panels be removed to gain access to the

battery. Mr. [redacted] had vehicle towed to facility on Friday 11/6/2015 for

the second time with 133,754 miles for the following concern:“CUSTOMER STATES THAT THE VEHICLE INTERMITTENTLY WILL NOT

START AND BATTERY HAS RECENTLY BEEN REPLACED”We again performed diagnosis

for slow crank and found the following on Monday 11/9/2015:“TECH REPORTS PERFORMED DIAGNOSIS AND FOUND STARTER AND

STARTER RELAY IN NEED OF REPLACEMENT”Customer Charged $144.00 for diagnosis total after Tax =

$151.34I had contacted Mr. [redacted] on

Tuesday 11/10/2015 and informed him that the battery that he installed was

correct and it appeared that someone had removed the wiring for aftermarket

stereo equipment and no electrical draw was found and that the diagnosis was

performed for no start concern. That diagnosis had found that the vehicle

was not starting due to a dead spot in starter and that the starter would have

to be replaced. I had given Mr. [redacted] a price to replace starter and he

informed me that he needed to think it over as he had a trip that he was going

on and was not sure if he could afford the repair. I had not heard back

from Mr. [redacted] until the following day Wednesday 11/11/2015 when a tow company

was here asking for keys so that he could remove vehicle from service. I

asked tow driver to wait for Mr. [redacted] to come in as he had not yet paid for

his diagnosis nor informed us that he was going to have vehicle towed from

facility. The tow driver informed me that he (Mr. [redacted]) would be in

soon and then the tow driver started loading vehicle onto his flat bed and

secured vehicle on tow truck. The tow driver then started to leave

parking lot, at which point I went out and stopped him from leaving and

informed him that he needs to stay put until Mr. [redacted] settles his bill.

The tow driver stayed in lot and waited until Mr. [redacted] had arrived and then

left when he had seen Mr. [redacted] come into my office and start talking to

me. Mr. [redacted] had then paid for the diagnosis for the vehicle and left

the premises. Approximately one hour later Mr. [redacted] had called me and

informed me that the rug and trim piece for driver side flooring were out of

position and that the trim piece looked broken. I informed him that we

did not remove interior pieces to gain access to battery as we only were in

interior cabin to connect tester to lower dash panel. Mr. [redacted] stated

that the tow driver informed him that was how the vehicle was when he had

entered vehicle to load the vehicle onto his tow truck. At this point Mr.

[redacted] and I discussed that when he was too come back to have starter installed

I would re-secure trim panel and re-secure floor matting for him at no

charge. Mr. [redacted] then stated ok I will call you when I am ready to

replace starter. To this day Friday 12/11/2015 I have not heard from Mr.

[redacted] and I assumed that he had not repaired vehicle and or had repairs done

somewhere else as he did with battery replacement and car stereo equipment

removal.As he states in this case to

the Revdex.com many people (i.e. Mr. [redacted] himself, International Porsche, [redacted]

and others) have been inside this vehicle in an attempt to work on battery how

can we be blamed for what others have done. The vehicle was properly

diagnosed on the first visit as he had driven vehicle after leaving here and

installing proper battery (which was our original diagnosis) 3,408 miles. The vehicle was also properly diagnosed the second time as a starter, and the work was declined again by Mr. [redacted]. Also, four months had passed from the initial visit in July and his most recent visit in November.In my opinion giving Mr.

[redacted] restitution for diagnosis performed does not seem feasible as he is

claiming improper diagnosis and that the vehicle was given back to him not put

back together. When he drove vehicle after installing proper battery (as

we diagnosed on first visit) for 3,408 miles and on second visit when he

removed vehicle from our facility without notice that he was coming in to have

vehicle towed away.

Review: On 01/08/2014, I had a scheduled appointment to get an oil change, tire rotation & they asked me if I would also like to schedule for the safety recall (NHTSA Recall 13V-430 accelerator pedal assembly and reprogram the Electronic Control Module) to be done at that time, and I said yes. They finished my vehicle early evening & I picked it up the same evening. The next day I noticed a faint burning smell, wasn't sure if it was coming from the car or from somewhere around where I was at in the city, that was on 01/09/2014. Then 2 days later while pulling into a garage I again noticed the faint burning smell 01/11/2014. Then while driving the vehicle on 01/14/2014, a lot of dashboard lights began flashing on/off (slip, brake, AWD, ABS, cruise control, VDC etc) I immediately started taking video of this to be able to show what was happening with my vehicle & called the dealer immediately at 14:21 and got a voicemail, to make an appointment I received a call at 14:34 and had an appointment scheduled for the next day (01/15/2014) at 10:00am. They looked at the vehicle & also did diagnostics on it which they showed me the printout where sometimes the vehicle would say everything was normal, and other times certain things would say that there was an error ( on the same things that had just said they were normal), and even showed me a printout. About 4 hours later (I waited at the dealership the entire time) they came out & told me they weren't exactly sure where the wire connection was possible broken or damaged, but that I should have the entire wiring harness replaced. The cost quoted to me was $2200.00. I was upset about this since they couldn't exactly be sure what the problem was, but they said they were quite sure that was it. Also, I began the problem with my vehicle the very next day after they worked on it when it was running just fine before that. I told three different people what was wrong with the vehicle, even the burning smell, and they all asked me if I thought it was an electrical burn.Desired Settlement: I want to exactly what the problem is, not just a "shot gun maintenance" approach. Also, could the work done on the day before have caused this problem? I don't feel comfortable trusting that I should just shell out an enormous amount of money $2200.00 for something that is not confirmed or may be caused by a result of their work the day before. And, I don't feel as though I can trust them to be the ones to determine this since they can't exactly know what is wrong, just guess.

Business

Response:

The client was in on 1/8/2014 to have an open recall performed and

an oil and filter change. The recall was performed, which consisted of

replacement of the accelerator pedal (which is inside the vehicle) and a

software update for the ECM. The vehicle was test driven after the repair

and no other issues were occurring. Client returned one week later

complaining of a burning smell and that there were multiple malfunction lights

coming on via the instrument cluster. My technician scanned the computer

for fault codes. There were no codes in the system for the ECM. My

technician traced the fault down to the engine room wire harness.

Performing the recall in no way, affected the ECM or the wire harness in

question. We have performed many of the same recalls on the same year and

model and have not had any issues with affecting anything else on the

vehicle. There may be a break in a wire (s) for the harness, but we would

need to perform further diagnostics. If the client agrees, I would invite

her to bring the vehicle in so my technician can spend some additional time to

diagnose further. The reason why we told client that the harness would need to

be replaced is because it is sometimes difficult to repair specific wires in a

wire harness.

Review: In June 2013, I purchased a 2011 [redacted] with 24,480 miles. Since then I've experienced major issues with the vehicle. The truck has had major repairs done for it to be only 3 years old. The truck has had the timing chain replaced, some repairs to the engine and a hole in the radiator. I can't help but to feel like my shiny new truck has gone sour and I been sold a lemon. I fear for my life and safety driving this vehicle. While on a family vacation in May 2014, returning from Ohio the engine light appears and the car just started jerking and shaking on the highway. This is the 3rd time the truck has had to go into the service department for repairs. Just yesterday I'm driving on the highway making a run on my lunch break and the truck started to shake and jerk again.Desired Settlement: I'm asking International Infiniti to remove me out of this vehicle immediately and allow me to get another vehicle without penalties or negative equity.

Business

Response:

Since the customer origially filed this complaint, Infiniti has agreed to replace the motor under warranty. Customer was advised of this and placed into a loaner as to not cause her futher inconvenience. After having spoken with the customer, it is our understanding that she was satisfied with the resolution. We respectfully ask that the Revdex.com close this file satisfactorily.

Regards,

International Infiniti Management