ComplaintsforSmith Infiniti of Huntsville, LLC

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2/22/24 Went to Smith Infiniti for brake pads. Service advisor recommended new rotors also. I said ok, so they replace both. Within a week, making metal to metal squealing noise. Called Infiniti. Was advised to drive a little longer.2/29/24 Grooves cut in left rear rotor 3/5/24 Replaced rotor & seated pads. Still same noise. 3/22/24 Called Infiniti. Advised to drive a few miles more.4/18/24 This time, they said the noise was coming from right rear. Told me that they re-surfaced rotor & replaced pads. Why would they re-surface a new rotor? That's not what I paid for. But I was willing to accept that, IF it fixed the problem. It did not.5/29/24 Still same noise. Told me I needed a hardware *********** because mine was missing. Because whoever did my brakes last, must have threw them away. Quoted me additional $338.00. They would have to order it. I declined. That means a 4th day off of work to bring my car back for a brake job that they haven't got right in the last 3 times. Now all of a sudden, this hardware kit needs replacing. If it wasn't there, why wasn't it obvious to the technician from day one? Is this a safety issue?

  

  Business response

  06/24/2024

  We apologize for the inconvenience. It was obviously amateur hour on this day so please accept our sincerest apologies and we will issue you a check tomorrow if we havent already.

  At Smith Infiniti of Huntsville we strive for excellence each and every day but we do know that there are challenging days and sometimes you arent at your best. We were not at our best on this day, but if you will allow us to make it up to you we would really appreciate the opportunity. 

  

  Business response

  06/25/2024

  Hello, my name is *****, the Service Manager here at Smith Infiniti.  I would like to clarify the details that transpired within said timeframe.  

   

  ********************* has a Q50 with Sport Brakes.  They are extremely noisy due to the compound and size.  All Infiniti Vehicles that have sport brakes are plagued with the noise and its "common knowledge".  We do have some that make more noise than normal and typically we find that replacing the pads and or rotors due to the friction compound will resolve excessive noise.  It is not uncommon to have sport brake customers return due to the noise created by the pads / rotors.  Most of the time we must have a conversation with the customer that sport brakes are noisy due to the compounds of materials used.  
  
  
  She had her workplace (dealer) replace her brake pads.  They used an aftermarket pad that was cheap quality so of course her brake pads made terrible noise.  She came to us, and wanted to know what was wrong.  We explained that they had used aftermarket pads and she would need to go back with factory pads / rotors.  We installed factory pads / rotors on her vehicle and about  two weeks later, she returned with noise and a visible line on the driver rear rotor.  We inspected and replaced the defective rotor under parts warranty.  She returned a little over a month later and stated noise was still present.  We verified the noise, and warrantied both rear brake pads left and right.   She returned again, about 1.5 months later stating there is still noise.  I had my master tech inspect since we had warrantied both rotors / pads, and we verified the noise from the rear.  It was this visit that the master technician determined that the shop that installed her aftermarket pads had removed the factory pins (what the pads slide on) and also the shim kit (which come "attached" to aftermarket brake pads and one  cannot reuse the hardware that is typically re-used when replacing factory pads).  The aftermarket pads come with new pins (different material) and also the aftermarket pads have shims that are "built" onto the brake pads, therefore the factory good Teflon coated slide pins and factory shims were discarded.  ********************* did not pay any other visits, but on this visit, we advised her that we would need to install the factory Teflon coated pins and factory shims to resolve the noise.  We only quoted her the parts cost, with no additional labor.  This would have been the same cost at the time of the 1st visit had we realized that the Teflon coated pins and factory hardware had been removed.  Brakes make dust and cover the brake parts making this hard to determine.  Only a service tech that had been working here since 2015 (when the vehicle was new) would have known this.  I assume since ********************* declined further repairs, that her brakes are still noisy due to the lack of factory parts.

  
  We have requested to speak with ********************* further on this matter.
  
  Sincerely,

   *********************

  Customer response

  06/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  After talking extensively with *********************, the Service Manager at Smith Infiniti, we have come to an agreement that I am satisfied with.  ************** has been more than gracious in trying to resolve this issue.  I accept the business's response to resolve this complaint.

  
  Sincerely,
  
  ***************************

  

  Business response

  06/28/2024

  I have spoke with *********************.  She understands the actions we took and why and was explained in detail our repair visits.  We did refund the full amount that she had paid.  We did offer her special pricing on the proper repair of the addition of factory shims and factory slide pins.  She seemed satisfied with our recourse and both parties were in agreement on the situation.

  Thank you,

  *********************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1.Synopsis of 2-6 May 2024 Events with Smith Infinity Huntsville Dealership:a.On 2 May 2024, I, ****************************** had a discussion with **************************** about the sell of Smiths Infinity 2009 vehicle. Mr. ********** He stated he would hold the vehicle for 72 hours which would allow me to drive over and complete the transaction.b.Subsequently, on 3 May 2024, ******************************* and his ******** Mr. ******************************** called me. I told them that I have the $1,000 and was prepared to give it to them to hold the vehicle until my friend ************************* could go home in ******* and **** over Tuesday or Wednesday to inspect the vehiccle and and I would drive over and purchase the car on Saturday 11 May 2024.c.. ******************** said I did not have to put up the $1,000; we could just come over on Saturday 11 May inspect the vehicle, and purchase it upon my approval and drive the vehicle back to ******, MS the same day. d. While we (***************************** and myself) were on our way, at approximately 1:55 PM, I noticed I had received phone message from ********************** stating that he had already sold the infinity about an hour earlier.e. I were outraged. My hopes and desires were obliterated with the message and without the decency of a call before the call to inform me that someone wanted to make an offer on the vehicle that ******************** and ********* had promised me. It was a miss, considering all the time and effort it tool for me to get ****************** to drive from *********** and pick me up to come to Huntsville to purchase the car. I was truly devastated. I had to get someone to attend to my mother while I was away. this was such underhandedness and total disregard for myself and ****************** (travels). It was if I or ****************** did not matter. We appeared to be sub-humans, and therefore be handled any way Smith Infinity Dealership wanted with no moral or morays.f. Memo to File (2)Subject: Follow up on Smith Infinity of Huntsville Occurrence May 2024 2.Upon our (****************** and *************************) arriving at Smith Infinity of Huntsville, approximately 2 PM, 4 May 2024, we were told that Mr. ************************** the sales manager, had to leave for a wedding or some other personal event and would not be available. However, Mr. ************************ the sales manager in charge, would see us along with *******************************. a.****************** and myself was escorted into an office with ****************** and ********************** where we had discussions (more clarity to follow).b.In summary, on 4 May 2024, after the vehicle ****************** wanted had been sold prior to our arrival to the dealership. ****************** stated that this was a great mix up and the sale should have ever happened. He was stun to here that ******************** had said that the security of $1,000 was not need, but just come on down today and the financing could be taken care of and the car would be sold to her if she wanted it. ****************** look at ****************** face with grief and pity and we must fix this. We will come as close as possible to get you a replacement vehicle at or near the price you were quoted. He said he would do all within his power to make it happen. With his comments I was relieved. ****************** stilled looked heart broken and hopeless. I honestly believed that ****************** and I had a meeting of the minds. This minority sales manager and given us hope. Even ********************** became silent after I told him that my discussion on the 2 May ************************************************************************************************* about the Infinity being available for my inspection on Wednesday, 8 May 2024. i.****************** continued his attempt to console ******************, by giving ********************** a credit card and telling him to trail us to the gas station and fill up my truck for our ride home. I mentioned that ****************** had not eating in her hast to get to Huntsville to get her car. We talked about eating places and he insisted that we get a good meal and he would pay for it. He noted that there was plenty of places to eat in Huntsville. He repeated get a got meal and the administrator was not her, but he requested that we send the bill and he would pay for it immediately. So, ****************** sent the bill the next day and she had not heard from ****************** so she request that I go by to see what had happen since I lived her in the Huntsville area. I was delight to do as she requested.

  

  Business response

  05/20/2024

  Deposit and Holding Policy :

  ****************** was informed multiple times that a deposit was required to hold the vehicle. Our policy clearly states that vehicles can only be held for 24 hours.

  Despite our requests, ****************** did not provide the deposit, leaving the vehicle available for purchase.

  The vehicle was sold on 4 May 2024 prior to her arrival at the dealership. Upon realizing the sale, our salesperson, *** **************************** made multiple attempts to inform ****************** via phone calls and texts. ****************** stated she would arrive no later than 11a.m. However, she arrived around 2p.m. during which time the vehicle remained available for other customers. Therefore, this vehicle was sold because it did not have a deposit placed on the vehicle.

  Last, we provided ****************** and ****************** with a full tank of gas as promised. 

  We regret any inconvenience caused to ****************** and ****************** but our policies are clear and were clearly communicated to her.

   

  Customer response

  05/24/2024

   
  Complaint: 21717939
  
  I am rejecting this response because: I was treated unfair and deliberately lied to.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a SUV from Smith Infinity months ago. It finally came in and I picked it up on April 1st. It is now 7/4 and I still do not have my car tags. I have called them multiple times and have called Infinity Consumer Affairs. All I receive are excuses as to why I do not have them and the last time I called, was told it was now my fault that I did not have the tags. I would like BBBs assistance in obtaining the tags or I am more than happy to return the vehicle to them and have my monies returned to me.

  

  Business response

  07/05/2023

  Everything was sent out last week.  Due to the holiday I'm sure this had added another day. We have been at the mercy of the *** from another county and state not to mention our mail system.  We are not blaming you at all, the title work was just sent to the wrong *** the first time and it has been a slow process ever since.

  We will be happy to comp you a free service and we apologize for the incovinience. 

   

   

  Smith Infiniti of Huntsville team

   

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