Rickenbaugh Infiniti

We have all the documentation to verify that when the vehicle was loaded onto a transport truck to be transported to Mr [redacted] 's residence we had no knowledge of a brake issue Had we known that the vehicle had such an issue we would have repaired it It is always in our best interest to ensure that any and all issues with any new vehicles are addressed and repaired in accordance with Infinit's warranty policy Had we been able to perform the repair it would have meant a substantial amount of income for the storeMuch more than the $3,we lost retailing the car to Mr [redacted] He choose to lease this vehicle because we were offering it at such a discounted price due to the model year and the time on our lot Had we been able to perform the repair it would have substantially stemmed the loss for the retail sell Since the problem did not exist when the vehicle was driven onto the transport truck we had no knowledge that the vehicle was going to have an issue It is possible that during the transport that a part within the brake booster assembly came loose and caused the issue Unfortunately, it is an impossibility to determine how, when, and why the issue occurred What Mr [redacted] is alleging are simply blind guesses that aren't based in fact Cases like this are the reason that these vehicles have a manufacturers bumper to bumper warranty for four years or 60,miles The vehicle has been repaired by an authorized Infiniti retailer and Infiniti was kind enough to offer Mr [redacted] a month payment and a pre-paid maintenance contract Since Mr [redacted] did not purchase the vehicle and leased it for months he will be covered under warranty and for all maintenances during his lease term We cannot speak to the new issues that Mr [redacted] is experiencing because he is in [redacted] ***, ** and we are in Dacono, Colorado Those issues have nothing to do with Rickenbaugh and are a product issue related to Infiniti If Mr [redacted] has an issue with the product he needs to contact the manufacturer for a remedy We are simply a retailer and do not deal with product issues

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*** ***Rickenbaugh InfinitiAddress: GATEWAY CT DACONO, CO 80514They did contact me and performed the car
repair under it’s warrantyI have no further issues with themThank you for resolving this conflict.Thank you,***

[redacted] leased a 2016 Infiniti Q70L from Rickenbaugh on January 1st 2017.  Since [redacted] lives in [redacted], ** we had to arrange transport to his residence.  We drove the vehicle onto the Transport truck and the vehicle arrived at his residence around the 12th of January.  Prior...

to his receipt of the vehicle we had performed a pre-delivery inspection that is mandated by Infiniti to ensure that all systems are functioning properly.  There is a checklist that accompanies this operation that we retain in case we are audited by Infiniti.  During this process an Infiniti certified technician drives the vehicle to ensure proper operation of the systems.  Everything checked out during this inspection.  We also replaced a telematics control unit per Infiniti.  These are the only items ever done by our retailer.  Around January 13th [redacted] called Eric to let him know there was an issue with the brakes.  Eric instructed [redacted] to take the car to his nearest Infiniti Retailer to have the car checked out since it is under the manufacturers warranty.  From what we understood the issue was identified and repaired.  Shortly after the repair is completed we received a request from Infiniti consumer affairs to provide them with any and all documentation for repairs that we had for Geoff's vehicle, which we did.  We were told by Infiniti that the customer was seeking a vehicle repurchase.  About two weeks after we received the request from Infiniti we got the following review on our facebook page:"28 days ago I leased a new Q70L from Rickenbaugh. The car was delivered looking perfect. During my first drive I discovered serious problems with the brakes and seat belts. I contacted Rickenbaugh about the problem and was brushed off by my sales person Eric S[redacted]. I took the car directly to my local Infiniti Dealer for service. They diagnosed the problem with the brakes and repaired the manufacturers defect on my brand new car. I asked Rickenbaugh and Infiniti to take the "new" car back and allow me to buy a truly New car from them. They refused. This lack of customer service is unacceptable. I will pursue other remedies but you have lost any good will that you built up in the past 9 years of my business. In 38 more months I will return this car and you will never see one more penny of my money."  I responded back to his review and asked that he call me, which he did.  When we spoke he accused me of selling him a "defective" new car.  I asked [redacted] what was wrong with the vehicle and he said that there wasn't anything wrong now.  I then asked why he felt it was defective.  He said that we knew the car had a brake issue when he bought it.  I explained our pre-delivery inspection process and that it would of been to our benefit to find that issue because we would have been paid to fix it.  [redacted] continued to insist that his car was a "defective" new car and that he wanted a new car.  I explained that he has a new car that is not defective.  He said he didn't feel comfortable that there wouldn't be other issues.  I told him that he wouldn't have to worry about that since he leased the car and during his lease the car is covered under manufacturers warranty.  I could tell our co**ersation was going nowhere so I offered to call our Infiniti re to see if anything could be done.  I told [redacted] that neither Rickenbaugh or Infiniti would be buying his car back.  I called our rep and he told me that he would get in touch with the case handler at consumer affairs.  The next day my Infiniti rep called me back to let me know that Infiniti was going to offer to make one months payment ($650) for [redacted] and to provide him with a pre-paid maintenance plan ($1,000) to cover all his maintenance costs during his lease  period.  My Infiniti rep also told me to not contact the customer and to let them handle it.

We have all the documentation to verify that when the vehicle was loaded onto a transport truck to be transported to Mr. [redacted]'s residence we had no knowledge of a brake issue.  Had we known that the vehicle had such an issue we would have repaired it.  It is always in our best interest to ensure that any and all issues with any new vehicles are addressed and repaired in accordance with Infinit's warranty policy.  Had we been able to perform the repair it would have meant a substantial amount of income for the store. Much more than the $3,000 we lost retailing the car to Mr. [redacted].  He choose to lease this vehicle because we were offering it at such a discounted price due to the model year and the time on our lot.  Had we been able to perform the repair it would have substantially stemmed the loss for the retail sell.  Since the problem did not exist when the vehicle was driven onto the transport truck we had no knowledge that the vehicle was going to have an issue.  It is possible that during the transport that a part within the brake booster assembly came loose and caused the issue.  Unfortunately, it is an impossibility to determine how, when, and why the issue occurred.  What Mr. [redacted] is alleging are simply blind guesses that aren't based in fact.  Cases like this are the reason that these vehicles have a manufacturers bumper to bumper warranty for four years or 60,000 miles.  The vehicle has been repaired by an authorized Infiniti retailer and Infiniti was kind enough to offer Mr. [redacted] a month payment and a pre-paid maintenance contract.  Since Mr. [redacted] did not purchase the vehicle and leased it for 39 months he will be covered under warranty and for all maintenances during his lease term.  We cannot speak to the new issues that Mr. [redacted] is experiencing because he is in [redacted], ** and we are in Dacono, Colorado.  Those issues have nothing to do with Rickenbaugh and are a product issue related to Infiniti.  If Mr. [redacted] has an issue with the product he needs to contact the manufacturer for a remedy.  We are simply a retailer and do not deal with product issues.

Complaint: [redacted]
I am rejecting this response because:I would like to begin by clarifying some points that have been reported incorrectly.  I leased this car from Rickenbaugh on Jan 3 (not Jan 1 as indicated by the Rickenbaugh representative).  At no point did Rickenbaugh participate in arranging transportation to [redacted], they simply gave me the name of a shipping company that they use and I made the arrangements myself.  The car arrived at my home on the morning of Jan 11. and passed my visual inspection.  Soon after that I took my first drive during which I encountered the problem with the seatbelts that was later revealed to actually be a brake problem.  I called Eric Smith during that drive.  He claimed ignorance and directed me to a local dealership.  I drove home and contacted Park Place Infiniti early in the afternoon of Jan 11 and delivered the car to them soon thereafter.  I texted with Eric Smith about my dissatisfaction with their treatment at 2:48PM Jan 11. He again pleaded ignorance.  At Park Place Infiniti my service adviser [redacted] immediately identified the problem as a serious brake failure and told me that anyone who drove this car would surely notice such drastic issues (seat belt slamming and brakes not engaging.)  They took possession of the car and began diagnostics to determine the exact issue and course of treatment.  A few days pass and I hear back from Park Place that the Brake Booster Assembly is defective and needs to be replaced.  I am told that this is not a common repair and the part will take a few days to arrive before being installed. I am also told that the only time they have seen this part fail is when a car has 100000 miles or more on it.  I am not happy.  My brand new car was delivered with a defective brake system which needs serious repair before I even have a chance to drive more than 2 miles.  When I return to collect the car I meet with the service manager Marc Lustig. He tells me that the only explanation for the failure of this assembly is that Infiniti manufactured it defective, further supporting the certainty that Rickenbaugh either knew about the problem or at least they should have.  I drive home and put the car in the garage while I interact with an Infiniti customer relations, North West division representative named Marita about having this car returned to them.  After much back and forth they offer 1 month refund and a service package. I have been without the use of this car for a month already so this is not compelling, and really I want out. While the car is sitting in the garage we notice a strange ticking sound coming from the door locks which begins when the car is locked and never stops.  I call Park Place and am told to bring it back.  They also hear the ticking but have no explanation or solution.  During this time I discover that the bluetooth connection to my phone is creating loud feedback on the other end.  I demonstrated this with the help of [redacted] who also notices the problem. Again I leave them the car and they return it to me unaltered saying that the could not replicate the problem with their phones and thus were not willing to do anything more.   The most important point and the reason I continue to take issue with Infinity is that Rickenbaugh sent us a car that was DANGEROUS - and they did so knowingly.  How many people knew is not clear, but anyone salesman who took the car for a test drive or any employee (or even customer) who spent any amount of time in the drivers seat would realize that something was very wrong.  This is bad business practice (and probably illegal) and Rickenbaugh and Infinity should take responsibility for what they have done.  
Regards,
[redacted]