Sacramento Infiniti

Please review attached documentsThe last time the client had the vehicle in to Sacramento Infiniti service dept was 10/20/The inspection for the lease drop is done by a 3rd party company hired by Infiniti financial ServicesSacramento Infiniti has no liability or claims on the condition reportThe charges are from Infiniti Financial NOT Sacramento InfinitiThe client should contact Infiniti Financial to discuss the charges

Sacramento Infiniti has not, does not, and will not have the authority to terminate or waive remaining lease payments for any customer.  Mr. [redacted]'s assumption this would be done based on common sense makes no sense.  We deal with hundreds of clients, and our car buyers choose to handle their business in any number of ways.  It is not our responsibility to guess how or why a client chooses to handle their business on an existing lease contract.  If Mr. [redacted] believes he was promised Sacramento Infiniti would be somehow assuming his liability on his existing lease contract then why is there no paperwork to that effect?If we as a dealer assume liability for a client's existing vehicle we do that solely by taking it on trade, which entails jointly signing a release of liability with the client.  In Mr. [redacted]'s case there is no such document, as he chose not to trade his car in most likely because his equity position was so negative more than double the expense of making the remaining lease payments.  I am very sorry Mr. [redacted] has incured an unexpected expense and we sympathize with his frustration regarding the cost.  If Mr. [redacted] falsely assumed his remaining payments were no longer required that assumption is his own, and at no fault of Sacramento Infiniti.  Please understand Mr. [redacted]'s lease was with Infiniti Financial Services, not Sacramento Infiniti.  It is his responsibility to fulfill that contract, not ours.

I am rejecting this response because: I do not want this location to touch my car ever again. I have read multiple reviews of this happening at this location before and oil should not be that dark and thick at only 4000 miles from last service. Also the inspection was not done properly because I left noticing that my windshield wipers were extremely torn but the report states they were in good condition. I'm not blaming the company for this but there was a lazy inspection performed on my car.

In response to this complaint.The vehicle in question 2007 jeep wrangler vin # [redacted] was sold to [redacted] on 9/9/15. Prior to the vehicle being offered for sale recondition repair were done at American Muffler invoice # 5003 mileage 140730.At that time the water pump was replaced...

along with other repairs.On 4/26/16 the owner brought the vehicle in to Sacramento Infiniti inv # 16465 miles 146356 complaining of fluid leaks,they were determined to be coming from the radiator/transmission cooler lines.The customer declined repairs at that time.On 6/7/16 ro 17802 miles 147440, the owner came in stating check engine light was on, diagnosis was multi cylinder misfires,and cat efficiency codes,internal engine noise,again customer declined teardown for inspection.The customer then took the vehicle to a dealer of her choice.The 3rd party extended warranty company then send a inspector to look at the vehicle,they stated it showed signs of water pump leaking,Sacramento Infiniti then provided documentation showing the water pump had been replaced prior to selling the vehicle. Unfortunately the 3rd party warranty did not authorize the repairs do to non-covered components, Sacramento Infiniti has no say so on what is or is not covered.That decision comes only from the 3rd party warranty company.Regards[redacted]Parts & Service DirectorSacramento Infiniti[redacted]

Hello,  After reviewing all available paperwork there is no evidence of any pre-existing problems related to the vehicle. We offer extended warranties on our vehicles for this very reason. Obviously over time problems can arise especially from vehicles that are seven years...

old, which is one reason we encourage protecting one's investment with an extended warranty. I would encourage our customer to bring the vehicle into our shop so that we can verify some of the issues this repair facility has claimed. Because of the lengthy time that has passed since the purchase we will not repair anything found at our cost but instead will offer a discount on any repair we discover after authorization from the owner of the vehicle.   Thank you,   [redacted]

I am rejecting this response because:I would prefer a full refund as if this transaction never happened.1.  As much damage as this vehicle has I don't want to be stuck with something with ongoing issues.  There may be more problems that we have not seen yet. 2.  Nothing on the lot I want and not sure about purchasing another vehicle from this dealership.They have made the offer of replacement with something on the lot or fixing.  Had they started this conversation earlier instead of just saying NO, we could have maybe gotten our 2 trade ins back and reversing this would have been easier.  Now our 2 vehicles are sold it is much more difficult.  That is not my fault.  We went to them initially and had no luck. Nothing resolved at the moment.

I am rejecting this response because: The vehicle has broken/crushed motor mounts with pieces missing which is a serious safety hazard.  This can be seen by a visual inspection.  This is what causes the front end to shake.  In addition the shocks should have been replaced as they are out of their lifespan.  The broken rail on the drivers seat is a safety hazard.  There are still a lot more items that were overlooked by their "inspection" that they do when they get in a car.  Not to mention they never mentioned that this car was a prior rental.  From my understanding this is required disclosure and it was not.  In fact the salesperson said this car was always maintained by Infinity and he personally knew the history of this car and the person who turned it in.  He went on about how well maintained and even said it was better than another vehicle they had that was newer than the one we purchased.  Never mentioned it was a rental.  We want our money back or our vehicles back and money returned.

An offer has been made for Sacramento Infiniti to offer a full refund contingant upon inspection of the vehicle for any damage incurred during the [redacted]'s ownership.  Transport is being arranged.

On behalf of Sacramento Infiniti Inc. I would like to
apologize to Mr. [redacted] for any misunderstandings he had or has in regards
to either lease contract he signed. 
While Mr. [redacted] did bring to our attention that he had a current lease
with Infiniti Financial Services on a 2012 G37,...

we, as a dealer, are not
involved in that contract unless the vehicle is traded in.  Mr. [redacted] did not trade his car in, instead
he chose to terminate his lease early. 
Any existing or additional obligations involved in that transaction are
between Mr. [redacted] (lessee) and Infiniti Financial Services (lessor), and any
bill or debt regarding that agreement is exclusively between those two
parties.  Mr. [redacted] is implying that we
as a dealer somehow agreed to forgive his additional obligations regarding his
prior lease, which we have no authority to do as they are not our charges to
forgive.Due to the nature of the franchise model of automotive
dealerships, we as a dealer are often confused with the manufacturer, or
manufacturer’s financial entity. 
Unfortunately our franchise agreement leaves us little leverage in
getting Infiniti or Infiniti Financial Services to act on behalf of our mutual
clients.  In Mr. [redacted]’s case we did the
best we could negotiating on behalf of our client, and, as a courtesy, offered
to pay a portion out of pocket, but as a dealer we operate as an independent
entity, and thus are not able to eliminate his liability entirely.   We do not represent IFS in end of lease
liability or collection matters.   In Mr. [redacted]’s case we assisted in the termination of his
lease with IFS by ‘grounding’ the vehicle here. 
During that process as a dealer we jointly sign an odometer disclose for
IFS with the client, but this is the extent of our involvement.  We are not made privy to any additional
payments, mileage overages, or additional charges incurred by the lessee, nor
are we authorized to forgive them.Please understand the nature of a lease agreement between a
client and a financial institution. 
While the dealer facilitates the contract, as soon as the vehicle is
delivered that contract is between the lessor and lessee.  As a dealer we are neither party, and at no
point issue bills for mileage overage, condition, or remaining payments.  Those are issued by Infiniti Financial
Services.  If Mr. [redacted] wishes to pursue
his complaint in regards to his financial liability he will need to take up his
complaint with his lessor.  IFS can be
contacted at [redacted]  Please feel free to contact me for further clarification.[redacted]

I am rejecting this response because: I called the 3rd party to set up the appointment for the inspection for wear and tear and costs.  I was told that I could drop it off at the dealership and that they could inspect it for me.  I made an appointment and brought it into [redacted] - he gave me my odometer statement and advised that they would be in touch about any items that need to be repaired. This was 30 days before my end of lease (plenty of time to make repairs). I didn't receive any calls or letters indicating that any items were identified. Until I received my Statement. I called the Infinity Finance to discuss and they advised that this was something I needed to speak with the dealership about directly. And suggested that we work out the settlement of cost - fees.  For example the 250 for the winshield chip. This could have been repaired for much less, or even thru my insurance company. These excessive costs are not acceptable due to the fact that I called to have it inspected. Was advised that I could bring it to the dealership AND I had even allowed enough time to make the repairs - had I been notified.  It seems as though neither Infinity or Finance can accept responsibility and work with me to settle some of these charges.

Please review attached documents. The last time the client had the vehicle in to Sacramento Infiniti service dept was 10/20/14. The inspection for the lease drop is done by a 3rd party company hired by Infiniti financial Services. Sacramento Infiniti has no liability or claims on the condition...

report. The charges are from Infiniti Financial NOT Sacramento Infiniti. The client should contact Infiniti Financial to discuss the charges.

I don't see how any accredited business is able to determine that a engine's oil was not changed five months and 4000 miles later. The oil level could very possibly be low and dark at this interval if the engine is using oil due to wear and tear.Or due to seals or gaskets leaking.Sacramento Infiniti...

does not charge for work that is not performed.See attached copy of the multi point inspection.Sacramento Infiniti as a good will gesture,not admitting any wrong doing,will change the oil and filter on Mr [redacted]'s 2006 g35 coupe at no charge to him.

I am rejecting this response because:this response makes no sense. The fact is I was specifically told the dealership would take care of the final payments on the lease. I would not have gone through with a new lease agreement with three remaining payments and I certainly would not have left my vehicle with them while I was still responsible for the car. Again, this makes no sense to me or anyone else who has heard this situation. Conveniently or otherwise none of the people involved in this, work for this dealership any longer cexcept for a the manager [redacted].  I will state for the last time that no one in their right mind would continue to make make payments on virtually the exact same vehicle while paying on a new one. The dealerships ridiculous response being I had negative equity is absurd and completely irrelevant to a lease. I don't Have the time or energy to put toward this any longer but sadly this is why car dealerships in general have a bad reputation. I hope everyone who reads this and leases a vehicle from this dealership,  is very careful to get everything stated to them in writing or they will be dealing what the same situation. Infiniti is a great car just be careful where you purchase or lease one from

It is Sacramento Infiniti’s view point that some information in the [redacted]’s complaint is being either misrepresented or misunderstood.  As a religious business practice, we are careful to document any promises made to all our customers in writing (on a “Due Bill”).  Our clients all have...

the opportunity to back out of any transaction prior to taking delivery, if for any reason they are not satisfied with what was promised.  In this case we promised to balance the tires, and nothing more.  This is the correct repair for high speed vibration, which was the complaint the [redacted]’s made at the time of sale.  No connection has been made by either dealer between the shake felt at time of purchase, and the transmission failure.   In addition, any client who purchases an extended warranty signs and takes possession of a detailed contract disclosing coverage, deductibles etc.  Our staff is not trained to use the word “everything” regarding a warranty.  Also please note the inspector who declined the repairs was a 3rd party hired by the warranty company, and not an affiliate of Sacramento Infiniti.    Please keep in mind the other Infiniti dealer is trying to make a profit, and as a business practice, will recommend any possible repair to a client.  Regardless of a vehicle’s history, we make no claims that any pre-owned vehicle is perfect.  Any vehicle, new or pre-owned, is subject to breakdown or failure at any time, and regardless of how thorough we are inspecting and reconditioning a vehicle, some problems can not be foreseen.    Because of this fact, we had initially declined to pay for any repairs.  After reconsideration, Sacramento Infiniti has offered to pick up the vehicle from its current location and transport it here to repair the transmission/radiator at our expense, as well complete any other elective work at a discount.  The transmission/radiator is the only issue preventing the vehicle from being drivable.  Please let me know if you have any questions. [redacted] General Sales Manager Sacramento Infiniti [redacted] ext [redacted]  Desk

Review: Traded in 2 vehicles for a 2010 [redacted] QX56 with 70K miles on it. Had a couple issues with it when we bought it. Bought the extended warranty and was assured that it covered everything, even better than the new car warranties. Took it back twice they assured is the issue was fixed. It was not. The vehicle wobbled/shook on the road, their fix was to align the tires. Did not resolve issue. In the meantime drove just a bit and headed to LA as that was where we live. Took the vehicle in to the shop because it had more issues come up. The [redacted] said the radiator was cracked because of the shifting of the motor which the motor mounts were broken. Because the crack in the radiator it leaked fluid into the transmission. The other items were the seat rails broke, causing another safety issue. The [redacted] gave the Roseville office a list of items as well as warranty company. Warranty company declined fixing anything. Called Infinity Roseville and they said they will not fix anything. Sa Initially when we called them they said they would take care of it as they own part of the warranty company. Conflict of interest? In the meantime we have been without a vehicle. The general Manager [redacted] is declining any fixing saying all these issues were from us driving the vehicle after we bought the car on 12/19. They are not standing by their project, word of salesperson or service department. Sales person said he had personal knowledge of this vehicle and service records. He even recomended this one over a newer vehicle. They are declining any assistance with fixing, nor with the warranty company. This vehicle clearly had major issues before us purchasing it. They got 2 good running cars, one was a 2013 jeep and we got one we cant drive and is going to cost us about $10K to fix. We have talked to them and been patient but now we are just screwed and they don't give a damn about their customers and the product they received from them. This vehicle is a lemon.Desired Settlement: The Infinity should either purchase the vehicle back including the warranty. Other option would be for them to fix replace the motor mounts, transmission, seat rails and radiator. Reimburse out of pocket for repairs.

Blaming the crack in the radiator on us is a horrible injustice considering this vehicle had a problem in the beginning and we brought it to their attention. Motor mounts made motor shift which cracked radiator which ruined transmission.

Business

Response:

It is Sacramento Infiniti’s view point that some information in the [redacted]’s complaint is being either misrepresented or misunderstood. As a religious business practice, we are careful to document any promises made to all our customers in writing (on a “Due Bill”). Our clients all have the opportunity to back out of any transaction prior to taking delivery, if for any reason they are not satisfied with what was promised. In this case we promised to balance the tires, and nothing more. This is the correct repair for high speed vibration, which was the complaint the [redacted]’s made at the time of sale. No connection has been made by either dealer between the shake felt at time of purchase, and the transmission failure. In addition, any client who purchases an extended warranty signs and takes possession of a detailed contract disclosing coverage, deductibles etc. Our staff is not trained to use the word “everything” regarding a warranty. Also please note the inspector who declined the repairs was a 3rd party hired by the warranty company, and not an affiliate of Sacramento Infiniti. Please keep in mind the other Infiniti dealer is trying to make a profit, and as a business practice, will recommend any possible repair to a client. Regardless of a vehicle’s history, we make no claims that any pre-owned vehicle is perfect. Any vehicle, new or pre-owned, is subject to breakdown or failure at any time, and regardless of how thorough we are inspecting and reconditioning a vehicle, some problems can not be foreseen. Because of this fact, we had initially declined to pay for any repairs. After reconsideration, Sacramento Infiniti has offered to pick up the vehicle from its current location and transport it here to repair the transmission/radiator at our expense, as well complete any other elective work at a discount. The transmission/radiator is the only issue preventing the vehicle from being drivable. Please let me know if you have any questions. [redacted] General Sales Manager Sacramento Infiniti [redacted] ext [redacted] Desk

Consumer

Response:

I am rejecting this response because: The vehicle has broken/crushed motor mounts with pieces missing which is a serious safety hazard. This can be seen by a visual inspection. This is what causes the front end to shake. In addition the shocks should have been replaced as they are out of their lifespan. The broken rail on the drivers seat is a safety hazard. There are still a lot more items that were overlooked by their "inspection" that they do when they get in a car. Not to mention they never mentioned that this car was a prior rental. From my understanding this is required disclosure and it was not. In fact the salesperson said this car was always maintained by Infinity and he personally knew the history of this car and the person who turned it in. He went on about how well maintained and even said it was better than another vehicle they had that was newer than the one we purchased. Never mentioned it was a rental. We want our money back or our vehicles back and money returned.

Consumer

Response:

I am rejecting this response because:I would prefer a full refund as if this transaction never happened.1. As much damage as this vehicle has I don't want to be stuck with something with ongoing issues. There may be more problems that we have not seen yet. 2. Nothing on the lot I want and not sure about purchasing another vehicle from this dealership.They have made the offer of replacement with something on the lot or fixing. Had they started this conversation earlier instead of just saying NO, we could have maybe gotten our 2 trade ins back and reversing this would have been easier. Now our 2 vehicles are sold it is much more difficult. That is not my fault. We went to them initially and had no luck. Nothing resolved at the moment.

Business

Response:

An offer has been made for Sacramento Infiniti to offer a full refund contingant upon inspection of the vehicle for any damage incurred during the [redacted]'s ownership. Transport is being arranged.

Review: I took my car for a oil change and filter change on 10/04/15 with my mileage being at 130,155. Now my car is at 134,050. The shop I took it to this time is an accredited business and they told me that a oil change was not performed on the date I told them. The oil was not only very low, it was extremely dark and old.so I am reporting them for not performing service on my vehicle, which I paid for.Desired Settlement: I would like to be contacted by the manager and be refunded for the "services" that were not performed.

Business

Response:

I don't see how any accredited business is able to determine that a engine's oil was not changed five months and 4000 miles later. The oil level could very possibly be low and dark at this interval if the engine is using oil due to wear and tear.Or due to seals or gaskets leaking.Sacramento Infiniti does not charge for work that is not performed.See attached copy of the multi point inspection.Sacramento Infiniti as a good will gesture,not admitting any wrong doing,will change the oil and filter on Mr [redacted]'s 2006 g35 coupe at no charge to him.

Consumer

Response:

I am rejecting this response because: I do not want this location to touch my car ever again. I have read multiple reviews of this happening at this location before and oil should not be that dark and thick at only 4000 miles from last service. Also the inspection was not done properly because I left noticing that my windshield wipers were extremely torn but the report states they were in good condition. I'm not blaming the company for this but there was a lazy inspection performed on my car.

Review: In August of 2015 I purchased a used 2009 MINI Cooper S from Sacramento Infiniti. In January of 2015 we began to have problems with the vehicle and on January 26th had it inspected by Niello MINI, as we wanted to have the manufacturers service location identify the issues. This inspection uncovered several issues, some of which the service team at MINI advised were not recent issues. Issues include: timing chain tensioner needing replacement; water pump leaking; brake sensors hanging with one of the brake calipers having gone bad; the oil pressure sensor not even being connected. In early February I looked up the contact information of the manager of Sacramento Infiniti and called several times, with nobody ever getting back to me. I was not able to visit the dealership in person until March 6 due to a 3 week business trip in February, and when finally speaking to someone at the dealership I was told that the manager I was trying to contact no longer worked there. At no point did the receptionist tell me this when I was trying to contact the manager, and I was transferred to his voicemail each time, which was still active. The sales team gave me the new GM's contact information and advised me he was not in over the weekend. The following week I left a message with [redacted] detailing my issue and providing my contact information. On Friday March 11th I left another message. I have not been contacted and am incredibly disappointed by the lack of acknowledgement we are receiving.Desired Settlement: Given the nature of the issues and that they appear to be pre-existing, I am looking for the dealership to repair my vehicle.

Business

Response:

Hello, After reviewing all available paperwork there is no evidence of any pre-existing problems related to the vehicle. We offer extended warranties on our vehicles for this very reason. Obviously over time problems can arise especially from vehicles that are seven years old, which is one reason we encourage protecting one's investment with an extended warranty. I would encourage our customer to bring the vehicle into our shop so that we can verify some of the issues this repair facility has claimed. Because of the lengthy time that has passed since the purchase we will not repair anything found at our cost but instead will offer a discount on any repair we discover after authorization from the owner of the vehicle. Thank you, [redacted]

Review: Purchased 2010 Infiniti M35 from Sacramento Infiniti on 06/23/13.

Within a week, rattling noise in left rear area began.

3 repair attempts have been made and problem still exists; no one is responding to calls to address the problem.Desired Settlement: Car problem resolved/fixed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sacramento Infiniti had offered to fix the car issues. Then I had contacted them three times to do so and no none responded back to me. Therefore, I filed this complaint with the Revdex.com.

Sincerely,

Business

Response:

I left a message for Mr. ** at ###-###-####. 1/30/14 @ 10:00 am

I had made arrangements with Mr ** to contact Infiniti of Marin to schedule his vehicle in there for repairs,due to the fact Mr ** did not want to drive back to Roseville for the repairs.As of today's date he still has not contacted Infiniti of Marin to schedule the appointment.

Review: Took large deposit from me, car apparently didn't exist. Said deposit was refunded, as of this writing it has not been.

Negotiated a purchase of a 2010 Lexus IS350. Agreed on price. Sacramento Infiniti requested a deposit of $500 which was given to them on Friday October 25th, 2013. Dealt with [redacted] and [redacted] who is the sales manager. Subsequent to giving me the deposit, I purchased airfare and [redacted] agreed to pick me up at the airport on the morning of Sunday Oct. 27, 2013. I have emails confirming this with [redacted] I received a call from the dealership on Saturday the 26th informing me that the car had been sold. I let them know that they had already taken a deposit from me on the car. They said too bad and said they had already refunded my deposit. I checked my credit card online and no refund had been issued yet. Very dishonest people!!Desired Settlement: An apology. Restitution for lost time/money.

Business

Response:

Initial Business Response

Our customer called us from Southern California and inquired about a pre-owned vehicle that was offered for sale on the lot and on the internet. We had agreed on a price and made an appointment for our customer to sign the contracts and take delivery. Prior to our customer arriving to finalize the contract another customer inquired about the same vehicle and in the State of California a vehicle cannot be reported sold until the vehicle is contracted, so we had no choice but to sell it prior to the original customers arrival.

Review: RE: VIN#[redacted] had called to have someone inspect my vehicle for excessive use prior to Lease termination, but there werent any available appointments prior to the date that I needed. I was leaving town and needed to get the vehicle dropped off prior to the end of my lease. I was advised that the walk through could be done by the dealership as well. So,I made an appointment and brought my vehicle into the dealership on 1/17/2015. I was given an Odometer Statement and was advised that I would be hearing about any repairs needed. I wanted to be able to have them repaired prior to the Lease termination so that I could take care of them and not be billed by Infiniti. I didnt receive any calls, emails, or statements so, I assumed that my vehicle was fine. I recently received my final billing statement and there are MANY charges listed. For a dent, tires, and even a windshield chip for $250.00! That is exactly why I asked to be notified. The amounts that I am being billed are inflated, and I should have been contacted per my previous conversations. I spoke with Nissan Infiniti Finance and they indicated that I reach out directly to settle some of the charges. During the time of my lease, the convertible top had mechanical issues and I was without my car for approximately 6+ weeks. I was given a loaner but, no other compensation was offered. I paid my payments for a convertible during that time yet, didnt even have the vehicle. This was very disappointing but, I didnt make any demands or request any reimbursement. Now my lease is over and I am being billed for numerous repairs that I wasnt notified about, I would like to have that taken into consideration as well. This end of lease experience has been very disappointing and stressful. It was my first time leasing so I paid careful attention to the details to ensure it went smoothly. It has been everything but smooth. I have left messages and sent emails to FOUR different associates, No one has acknowledged my attempts.Desired Settlement: Itemized Charges:Dent in left Panel $342Tires (3 Total) @ $258/eachWindshield Chip $250Wheel Scratch ( 3 total) $55/eachIf I had been notified of these charges as the Associate indicated that I would. I could have paid to have them repaired myself, utilized my warranty or even submitted thru my insurance company. I wasn't given the opportunity so, now I am left with inflated "wear and tear" charges.In addition to not having use of my convertible for 6+ weeks. Instead I paid for a loaner.

Business

Response:

Please review attached documents. The last time the client had the vehicle in to Sacramento Infiniti service dept was 10/20/14. The inspection for the lease drop is done by a 3rd party company hired by Infiniti financial Services. Sacramento Infiniti has no liability or claims on the condition report. The charges are from Infiniti Financial NOT Sacramento Infiniti. The client should contact Infiniti Financial to discuss the charges.

Consumer

Response:

I am rejecting this response because: I called the 3rd party to set up the appointment for the inspection for wear and tear and costs. I was told that I could drop it off at the dealership and that they could inspect it for me. I made an appointment and brought it into [redacted] - he gave me my odometer statement and advised that they would be in touch about any items that need to be repaired. This was 30 days before my end of lease (plenty of time to make repairs). I didn't receive any calls or letters indicating that any items were identified. Until I received my Statement. I called the Infinity Finance to discuss and they advised that this was something I needed to speak with the dealership about directly. And suggested that we work out the settlement of cost - fees. For example the 250 for the winshield chip. This could have been repaired for much less, or even thru my insurance company. These excessive costs are not acceptable due to the fact that I called to have it inspected. Was advised that I could bring it to the dealership AND I had even allowed enough time to make the repairs - had I been notified. It seems as though neither Infinity or Finance can accept responsibility and work with me to settle some of these charges.