Complaints

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/24/2024 I took my 2015 QX80 to have my car check , cause of a service they provided in the past. I felt my car stalled a bit .Ones I got there the check engine light came on. Left my car there and was send a quote for $4183.12 to replace the catalytic converter as well as 2 sensors. This was a serviced not needed by my car. I declined the service but was still charge $215 for an incorrect diagnostic. I call the dealer and spoke to service manager. He requested proof that my car just passed smog. I did bring proof the same day to get my $215 refund. He promised a call back the same day. Call was never received.

  Business response

  03/24/2024

  ****************** did bring his vehicle into Infiniti of Elk Grove on 1/24/24 for a stalling concern as well as a check engine light being illuminated. He was given an estimate to Diagnose his concerns of $215.00. The vehicle presented an active stored code for the Catalyst System as well as past codes as well. The Technician followed the factory prescribed diagnosis flow chart and per Infinitis diagnostic procedure it was determined that the bank 1 Catalytic convertor and O2 sensor were the cause of the check engine light. ***************** declined to make that repair. At no time has ****************** provided any documentation from another facility that our diagnosis was inaccurate or that another form of repair was needed instead. So at this point because we did not make a repair it is impossible to say that our diagnosis was wrong or incomplete. Now had we made a repair and the check engine come back on for the same code then we would absolutely agree that ****************** would have something coming to him.
  
  So ****************** was charged the $215.00 per the initial estimate provided, a complete and thorough diagnosis by a factory trained technician was completed  and he was given the proper repair needed to remedy his concern. The $215.00 is due and payable regardless if the repair is made by our facility. He also mentions a smog inspection which would be a moot point in his case as Infiniti was not a Smog Repair facility and no mention of it needing to pass smog played a part in this diagnosis procedure.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to a Infiniti Elk Grove about my car not running right check the codes and it gave me a code U100-00 got my appointment at Tuesday, April 5, 2022 8:30 AM , Next 3days infiniti got back to me, they said it was a ecm problem (ecu) that water/coolant went to it, so they tried cleaning it with a brush but i didnt work out. So i thought they will fix because car still has extended Warranty to 90k mileage which is the car has only 65k and bought to their lot . Next called me again they said they cant cover it under warranty because they have no clue a coolant went to a ecm harness. So asking my self i dont know either cause thats Infiniti Problem. So the car was sitting there for 1 month at their dealership. on may 13 which is im writing this message today when i decided to get my car from them because their not doing any action. towed back home around 10pm check everything making sure theres no damage . So decided to look the ecm they talking about and i saw a pin that is broken because i think they were tryna clean it with a steel brush. now the car is definitely broken and alot of money will be involved to fix it which is i dont have it like that.

  Business response

  05/16/2022

  ****************, 

  The vehicle was towed in on April 4th with a check engine light and no start. You stated there was a code of *** lost communication codes. The next day our technician verified the check engine light was on and the vehicle would not start. Found multiple systems have U100  CAN Communication Circuit Failure code and the *** does not come up on the Diagnostic Trouble Code (DTC) confirmation.  Removed Electronic Control Module (***) connections for inspection, found the *** pins corroded and broken due to extreme corrosion. On April 9th we provided you an estimate to replace the *** & EGI harness due to no communication. With the modifications to the vehicle including aftermarket hood with vent holes above ***, we escalated concern to the INFINITI Field Technical Specialist (FTS) to review. Based on the **** repairs are not covered under INFINITI Warranty. We Invited you to review the technicians findings, and suggested you contact automotive insurance for possible coverage. On April 11th you provided us with the National General Claim number. On the 18th our Service Advisor called to verify when the adjuster would be coming to inspect the vehicle. On April 29th we received notice that your insurance claim was denied due to the aftermarket hood. We notified you the vehicle was ready for pick-up on April 30th and the vehicle was picked-up on May 13th. We are happy to repair the vehicle for you for the quoted price we provided to you. This is not a warrantable repair please contact our Service Manager Hope if you would like to move forward with the recommended repair. 

  Customer response

  05/17/2022

  I am rejecting this response because: Car should be under warrantied theres no point getting a extended warranty of its gonna be useless, Dealership tried cleaning with a steel brush thats ****** more my (***) which is more worse because you cannt bring the car to other dealer anymore, Dealership Doesnt even know how a coolant went to my (***) i dont know either cause my car showed no signs of overheating, i wouldve know if my car is overheating it will start leaking coolant or something. yes i got invited to the dealership so they can show me a coolant was on my (***) and thats what they tryna clean with steel brush, Infiniti Elk Grove Approve me Warranty Work with my Turbos but not (***) which is uselsss getting a new turbo when the car is not running just stupid from me, Talked to other tech that used to work at INfiniti San **** car should be warrantied and get it fixed because dealer itself doesnt know how it happened, well i woudnt know too, I cant just pop my hood while driving be like oh coolant in my ecm And how do they know that a whole EGI harness need to be replace when all they did is just check the *** Cause the car was just at parking lot for 1mos and not drivable or so.
  

  Business response

  05/18/2022

  Infiniti came out and performed an inspection on this vehicle. They stated the AfterMarket Hood is directing water on to the ecm connector causing corrosion on terminals. The corrosion weakens the terminal pins, and if agitated can **** ** break more easily, than normal. The Issue is directly caused by customer modification.

  Customer response

  05/18/2022

  I am rejecting this response because: Infiniti said a coolant went to my Ecm not water. Brought the car to Infiniti how it is got the car back from Infiniti with a broken pin?! so how am i gonna bring it to the other dealersip with a broken pin?! problem just got worst. Aftermarket Hood was not the reason and not related to it.Infiniti Elk Grove cant even figure *** how coolant went to my Ecm! thats why you guys didnt even bother tryna work with my Warranty. You guys civered my turbo but noy my Ecm?! I dont want the turbo just replace my Broken ECM So the car can run!
  

  Business response

  05/18/2022

  Additional questions on why the repairs were not covered under warranty can be directed to Infiniti Consumer Affairs at ************. Infiniti Corporate is who made the decision the repair is not covered under your warranty.
  Both Infiniti and your insurance have denied the repair due to the aftermarket hood. We are happy to perform the repairs once you approve the *** and the *** Harness replacement. Please reach out to Hope our Service Manager to discuss a discount on the repairs needed. She can be reached at ************ or ***********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩