Penn Collision

[redacted] requested the following issues be investigated by Southwest Infiniti on 12/07/; Customer reports miss / hesitation at 40-mph both at steady speed and when acceleratingCustomer reports key fob will not lock / unlock carThe following services were recommended to [redacted] to address the miss / hesitation issue; replace spark plugs, replace engine air filters, fuel injection flush and decarb [redacted] declined, replacement of spark plugs and air filtersRegarding the key fob issue, Southwest Infiniti replaced the battery free of charge to repairIt is difficult to recommend proper care for [redacted] 's vehicle as there is no record of maintenance being performed at any Infiniti dealership for several years per the Infiniti portalBased on the mileage of 140,119, Southwest Infiniti recommended a factory 120,serviceThis service would include oil change, [redacted] declined the serviceSouthwest Infiniti also recommended replacement of all tires as tread measured far below safety minimums, [redacted] declined the replacement Southwest Infiniti

Mr*** does have a broken pulley on his 145,mile vehicleThe car was obtained as a trade and not purchased at an auction as Mr*** has describedLarge amounts of silicon are visible near the pulleyPossibly the silicon was applied in a large glob to stop an oil leak in a very
unprofessional mannerSouthwest Infiniti does charge a $diagnostic fee for high mile out of warranty vehicles however the fee is credited in full if repair work is authorized by the ownerMr*** has now authorized the repair and agreed to paymentWe have ordered the part for rush delivery and provided Mr*** with a new Infiniti courtesy vehicle to drive until repair is complete

Revdex.com:
This letter is to inform you that Southwest Infiniti, Inchas carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/25/11:10:AM and assigned ID ***
Regards,
***

[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.]
To Infiniti and Revdex.com,I owe an apology to the Infiniti dealership and all involved My car does not need an engine and all the accusations lodged against your dealership by myself turn out to be untrue The repair shop that my car was towed to was trying to scam me by telling me that I needed an engine and Infiniti was to blame They told me I should among other things report you to Revdex.com and blast it over the internet The next was to get a lawyer Another mechanic kept telling me that something was wrong and there was no way, by what I was explaining happened to my car, that I needed a new engine. Long story short I had my car picked up from their shop My mechanic unloaded my car and it started up! There is something possibly electric wrong, BUT I do not need an engine All I heard from this shop was Infiniti was to blame They were waiting on my $5,to put in their pocket apparently I have found several others who were scammed by them just within this last month Again, please apologize to whomever worked on my car as they did the job they were given I do wish that the Executive Manager would have handled my call differently and/or had been more personable and maybe he would have come to the same conclusion Thank you and I wish to close this complaint.Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

[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 ***, and find that this resolution would be satisfactory to me, not only have they kept me as a customer but they did it with amazing style, I've always loved Infiniti and how they are towards your car buying experience, yes I had a complaint that no one called me back on until Revdex.com got involved but that's doesn't go towards how they treat you in house or how their sales person treats you! My sales guy *** C was always in contact with me no matter the news and he always did what he could even today going back to sell back my car and get a different one he was amazing! A sales rep can only do so much and the big call was up to his manager which sadly I never heard from when I was making my complaintsHowever today I got to speak with him *** and he was excellent and he also re-gained my trust and got me into a beautiful car- ***, *** and *** did an amazing job turning my aspects around! My wife and I are extremely happy with the outcomeThank you!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would some what be satisfactory to me, reason: i still feel im being blamed for something a previous owner did (adding a leak stop sealant) the only thing I did was change out the engine oil cooler seal and changed out the oil and oil filter I do not like being blamed or accused of doing such work which is why i am upset at southwest.by me saying that Southwest did the timming repair I was not blaming them for the repair and the problem but simply stating that the tech might not have tightened or put the bolt back to correct spec. this was made clear to me from the tech stating that a lose bolt is the main reason a harmonic balancer (pulley) would break. however I do accept the response for split payment that is being offered to me, this is what I asked for in the begining at southwest and was told they would work with me then I was told no we dont do that here if this was simply done in the first place I wouldnt have had to file a complaint. consumers need to be treated like royalty and in some cases need a little special attention, I know of 3 friends that I have sent to southwest and that have made used car purchases, this is why they should treat people with respect and honor their word. thanks

Mr. [redacted] purchased the vehicle " as is" and signed documentation that he understood this. The sealant or silicon used to stop an oil leak was not applied by Southwest Infiniti. While it does not appear that Southwest Infiniti has done anything to cause the broken pulley or is responsible for items that have broken on this high mileage vehicle, we are very sympathetic to Mr. [redacted]'s situation and appreciative of his business. As a gesture of good will we would be happy to split the repair bill as requested.

We have offered to buy back the car back from Mr. [redacted] and sell him a vehicle he has chosen. [redacted]

[redacted] requested the following issues be investigated by Southwest Infiniti on 12/07/2015 ; Customer reports miss / hesitation at 40-50 mph both at steady speed and when accelerating. Customer reports key fob will not lock / unlock car. The following services were recommended to [redacted] to...

address the miss / hesitation issue; replace spark plugs, replace engine air filters, fuel injection flush and decarb. [redacted] declined, replacement of spark plugs and  air filters. Regarding the key fob issue, Southwest Infiniti replaced the battery free of charge to repair. It is difficult to recommend proper care for [redacted]'s vehicle as there is no record of maintenance being performed at any Infiniti dealership for several years per the Infiniti portal. Based on the mileage of 140,119, Southwest Infiniti recommended a factory 120,000 service. This service would include oil change, [redacted] declined the service. Southwest Infiniti also recommended replacement of all tires as tread measured far below safety minimums, [redacted] declined the replacement.  Southwest Infiniti

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Regards,
I understand the response and there are some false remarks.1. No where did the techs show me silicon near or close to the crank pulley-there was some sealant that is used to seal an oil pan or the front cover that was placed but not by me and they didn't know whom either.2.I was told by a few personnel that this car was an auction item but had been serviced at southwest.(which also is where the timing was serviced when the previous owner had an issue) 3.I was questioned by every manager about what have I done to this car in the two three months I've had which made me feel very uncomfortable and as if they were trying to blame me for a mistake which I believe what done by the tech who fixed this car previously.  What really bothers me about southwest is that I explained my ordeal and they talked sweet to me saying they would try to help me out and that they would work with me, but when I showed up I was questioned about the car and then told by the sales manager Were not covering it! I felt littled, lied to and betrayed by a place I thought was to be a great dealership. After I was escorted to the shop where I was told this car had previous work done for timing and that they think the bolt wasn't properly replaced which cause the wobble I told them the pulley had and they agreed that the wobble would of eventually cause so much friction and vibration that the pulley broke. If they cant or will not cover the cost then help me with half I'm a father of two I work very hard to provided for my family I have a great job but these last few months took a toll on me and that's why I asked for their help and when they said they would try I was so relieved but then backed out. I feel I would even do the full amount in payments if they let me.

This person negotiated his entire transaction under threat of making bad reviews if we did not lower the price of the vehicle to what he wanted. After finally achieving his desired price, he called me personally the following day once again demanding that we sell him the car for $500 less or...

he would submit bad reviews about us. I asked him what exactly his complaint was with our service to which he replied that he wanted to by the car for an additional $500 less or he would wright the bad reviews. I agreed to his additional $500 discount. When he came to purchase the vehicle we requested personal information from him to access his supposed pre approval from a bank that he had contacted without our involvement. During this time he became aggressive and threating toward a female Finance Manager. When he stood and aggressively moved toward her she asked him to leave.   This persons abusive behavior is unsafe to our staff. His abuse of the review process is unfair and he should be stopped from continuing. He continues to wright this same review under assorted names on social media. Facebook has already banned the posts.

Servicing a vehicle in the recommended intervals is not
considered irrelevant at independent shops as opposed to the manufacture’s
dealer. There are issues that can arise regarding how the work is performed,
the parts used, and the ability to diagnose with the manufactures diagnostic
tool attached to the vehicles computer system.
We are confused by the statement, but told them it
was just done the day prior and was fine.
Did Ms.
[redacted] have the oil changed somewhere prior to her visit at Southwest Infiniti?
Again, a 120,000 mile scheduled maintenance was suggested and declined by Ms.
[redacted]. This service would include changing of oil and filter with other
beneficial work for a vehicle of this mileage.
It is
unclear what the issue is with the vehicle at this time and what the credentials
are of the party conducting the diagnosis are.