Kearny Mesa Infiniti

Review: Here is a summary of my experience with Kearny Mesa Infiniti over past 2 years-3 oil changes no problems-Passenger window warranty repair no problem-Oil change and driver window repair BIG PROBLEM see BelowI brought my G35 Coupe for an oil change and warranty for passenger window motor replacement. When I received my car I drove 2 blocks and my entire center console lost power and AC stayed on full. I brought back to dealer immediately and left it for 1 day they said they looked at it and everything was fine. I picked up my car and my clock was a half hour off so I expected they had disconnected battery for testing. I drove car for 2 days with intermittent console issues and on third day car would not start in my driveway. I jump started my car and returned to dealer and left it for 2 days for electrical testing. When I picked it up they told me that it may be console and that it was a recall part but not for my vehicle and my warranty company would not cover it. The next day I was stranded out of town and was forced to purchase a battery because jumpstart would not work. When I personally replaced with new battery on the side of the road the negative terminal came off in my hand with no tools. Upon closer inspection the clamp on cable was fully tight but stretched out so it would not properly connect. I returned to the dealer and my service rep had been fired that day. I requested a new rep and a meeting with service manager. I explained that at some point during the 3 visits someone may have disconnected terminal (clock was off 30 min). The service manager looked at my file and said his best tech never touched my cables (event though it was there for 3 days with a mystery electrical problem. I said it must have been loose possibly causing console issue from lack of steady current. He said that they would surely have checked terminal but wound not be removing. I said please come and look at my car and see that terminal is now upside down so it could make good contact. He refused rudely and I told him he could "F$ OFF". I immediately went to speak to [redacted] the General Manager who said he was already familiar with my car (do to negative feedback I left on survey). He said he was not a mechanic and when I asked him if he would be upset if his car was brought in for oil change and warranty but now needed $1500 in repair if he would be upset. He replied "I would never have that problem" I asked why? he stated he only drives brand new cars under warranty. I explained the reason I take my car to dealer is to avoid this type of problem. He asked then what I wanted from him, I said to test console to see if it was actually broken (I had to get fixed elsewhere with good (Nissan Part). I also wanted proper console (I had to get chinese since car would not run and nissan part would take a week. I also wanted cost of labor to install proper console. He said to give him 48 hours to reply. In 48 hours I emailed him back he said give him a few more days, a week later I emailed him and said I need a reply and would not go away. He replied "are you threatening me" I replied "No" I am just letting you know I will keep going up the ladder until I get resolution. I never heard from [redacted] again (now 3 months later) I am preparing to call (Revdex.com, B.A.R., post on Yelp, Angie's list, G35/G37 driver websites, contacting Sunroad Automotive, Infinity USA and anywhere else I feel like. I have seen several other even more horrific stories about richard and the service department and feel that others are being skrewed over on a daily basis and that it is giving Infinity a bad name as a result. I will NEVER EVER go there again and warn any and all that they are better off going to an idependent shop than Kearny Mesa Infiniti. Below find a copy of my letter to [redacted] for an amiable resolution to my problem, he of course did not offer even a car wash or an apology, [redacted] is a slick fast taliking 2 faced used car salesman, a liar, a crook and should be a car detailer for a used car lot not the GM of a major dealership.Desired Settlement: Below find list of parts I need to be satisfied that I have been properly treated as a valued customer. They include non OEM part, and battery, that I purchased to keep my car operational due to failure to diagnose battery terminal being loose.New JDM console w/AC Circuit $335 + $30 ship (attached pic)$365Install $150Sub $515-New negative battery cable and terminal (or $ for part and install at another dealership)-Test of old Radio console (so I can resell if OK) and paperwork that is ok or not (or $ for test at another dealership. (this will also show whether it was bad or not last week it was tested by your tech and was fine.I would unfortunately, have to have terminal installed, future service, warranty repairs done and IPL purchase at another dealership as I feel I have warn out my welcome. I will have to travel 30 min from my house to do this which is unfortunately for us both.I am not including--seat tear (done while window motor was being worked on)-prior seat tear (first oil

Business

Response:

Mr. [redacted] brought his vehicle to Kearny Mesa Infiniti to diagnose a problem he was having with his Infiniti G35. We diagnosed the problem and came up with a solution. Mr. [redacted] did not authorize Kearny Mesa Infiniti to repair his vehicle. Mr. [redacted] chose to have another repair facility do the repairs and he further authorized them not to use Genuine Infiniti parts. As a result the repair was less costly but was not in our estimation the proper repair for the vehicle. Mr. [redacted] has told me that the repair was not a perfect repair but he was willing to deal with the resulting issues due to the money he saved doing the repair elsewhere.

I came into contact with Mr. [redacted] after he had lost his temper. He was shouting obscenities and creating an issue that made other customers very uncomfortable. When he initially came into my office he began yelling and calling my employees and myself foul names and acting in a disgusting and uncivilized manner. Please keep in mind this was due to a failure in his car that he had another shop repair. I asked Mr. [redacted] to calm done and over a period of five minutes or so he did just that.

Mr. [redacted] alleged that he has a thorough understanding of mechanical things and vehicles in particular and he explained to me how he had taken the diagnosis we gave him and added some research on the internet deciding to have the other company repair his vehicle. His issue with me was that he believed that we had miss diagnosed the problem and that the only problem his car had was a loose battery cable. He believed that this was something we should have researched although he was not having a problem starting the car, his issue involved his radio. He further alleged that if the battery had been the issue his radio never would have had the problem.

Had Mr. [redacted] chosen to have Kearny Mesa Infiniti repair the problem and then Mr. [redacted] had experienced the failure of his car, Kearny Mesa would clearly have had an issue to resolve. I have no way to know what the other companies who worked on Mr. [redacted]’s car may have done in the process of their repairs. What I am confident of is that the diagnoses we offered when executed by Mr. [redacted] at another repair facility, did repair the radio and control issues that he approached Kearny Mesa Infiniti to investigate were solved.

When Mr. [redacted] left my office he told me he had the old parts in his car and asked if I could have them checked to verify his theory that the battery was the issue all along. Mr. [redacted] said he would go to his car and bring the parts right back to me so I could have them checked. I have not seen Mr. [redacted] since that day. I don’t know if Mr. [redacted]’s theory was right or wrong. I do know that this is not an uncommon problem for aging G35’s like Mr. [redacted]’s his vehicle is no longer under warranty and was not included in any Special service campaigns that may have been issued.

Kearny Mesa Infiniti’s position on this matter is simple; the repairs were not done at this facility and as such will not pay Mr. [redacted] for the repairs that he chose to have others handle.

Review: Kearny Mesa Infiniti Services department refused to repair my vehicle under warranty, claiming the "we could not replicate the problem." I have been having brake issues every since I took my vehicle in to Kearny Mesa Infiniti for a brake job that cost roughly $400, i'd say about two months ago. They continuously squeal in all conditions, while preforming very poorly. Sometime's it feels like the car doesn't want to stop, which was explained to the service advisor and department chairman both refusing to do further testing (taking the car further then around the block while its cold). After recently replacing the brakes at the dealer the car has been back three times for the same issue prior the vehicle being touched. It feels like I paid them to do absolutely nothing. I have never been mislead and treated without respect at a Luxury dealer. I'm not sure if its my age but I'm not happy with the way I was treated.Desired Settlement: I would like a total refund of the brake job preformed. After which, I will take it to a different Infiniti dealer and have the brakes addressed.

Business

Response:

July 20, 2013