ComplaintsforInfiniti of Naperville

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 21 2024 I myself and my attorney from the ***************************** tried to contact ******************************* and **** the service manager of Naperville Infiniti to try to get all of the service notes that were done on my vehicle as I am filling a claim on the lemon law. The two of these people refused to provide me with any service notes I asked them to email me and they told me that I was not able to obtain any information thru email. I had my attorney contact both these individuals as well and they refused to release any information. I am needing all documents and warrenty payments that were done thru infiniti do me sent to myself thru email at ***************** or to me in the mail at ********************* ******************************************. I live 3 hours round trip from this dealership and do not want to have to make the trip if not necessary

  Business response

  03/21/2024

  What **************** wrote is a complete misrepresentation and somewhat fictitious. I did indeed speak with ****************. He asked me to email him his history because he had been declined that by others at both stores. I explained that there had been changes at the beginning of the year regarding emailing personal information and that we had taken classes about it. I explained that I would be happy to fax it to him because per the class, faxes are encrypted. He stated he had no access to a fax machine. He went on to tell me he set an appointment for that Saturday at my *************** location and I then said great,
  I would print everything for him and since I was working that Saturday, I would personally give it to him. That packet of paperwork is still in my bin because he never came in. In addition neither I nor **** received a call from a lawyer representing him. We have in the past been sent registered letters from lawyers dealing in buy backs(particularly **** and ****) and always fax over the documents as requested. If **************** or his attorney provides me with a fax I would be more than happy to send over the paperwork he requested. Other than being information compliant there would be no reason for us to withhold this information since his buyback concerns Infiniti of ******* and not either of our Infiniti stores.
   
  *************************
  Service Director

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our infinity had an issue while driving our car in ********. Naperville Infiniti was the closest one for us to have it serviced. We had to go to an Infiniti since it is still under ************* have extended warranty on this car for future. They claimed the car had bad gas, which I have documentation to prove it was not bad gasoline. I have uploaded the reports from the ******* company provider from the gas station we bought the gas from. They also kept changing their story on why the gas was bad, first just contaminate, then it was the wrong type (the gas they claimed was in the car isn't even sold at that gas station, (so impossible), then they said it had water, but no true lab testing and they have no proof of it even coming out of our car. They were searching! They showed us a couple of different pictures of what was supposedly our bad gas. The pictures looked different each time and didn't look like they had water in it per our gas/oil company. Per the computer test, the fuel pump had failed. Which would have all been covered under our warranty, but since they assumed it was bad gas for some reason they drained and cleaned the gas tank and engine. They finally used our warranty for the fuel pump replacement but still made us pay for their mistake to pay for the engine cleaning so we could get our car back. We spoke with several experts from ***** Infiniti and they recommended that we send our information into BBB. They messed up and were taking advantage of us. Bad gas would not have caused the fuel pump to go out like it showed on the computer tests. It was simply a warranty issue and the fuel pump went bad. We have proof the gas wasn't bad, and they have none to prove it was. The computer tests also help prove their poor business practices. ************************* the service director, finally gave into my continued debate with them and used the car warranty, which should have been done in the first place and covered everything.

  Business response

  11/22/2023

  ********************,

  In response to the complaint, the vehicle was towed to us on 09/21/2023 idling rough, barely running and had no power. We verified the concern and conducted some test as required by Infiniti. I have attached copies of the before and after readings of the alphas while idling. They were out of spec with the bad gas and back in spec after the gas was flushed out and the car was idling/running better after the bad fuel was flushed. Included is a picture of a test that was performed, showing that the fuel was contaminated with something, probably water.  The old fuel definitely had a pungent smell that was not normal. The receipts the client provided were 11 days old at the time of the car arriving and the bill of lading was from the middle of August. None of that information proves where the customer purchased their fuel, nor does it show if she took a trip to ***** and purchased fuel on the way there or 

  back. The fuel was contaminated, and it does not matter how or where it happened. It is preposterous to insinuate that we faked a fuel sample. We are an award-winning dealership and would never risk our reputation nor integrity for any amount of money. When we went to road test the vehicle we found that it did not have enough power, after performing some additional tests we found that the alphas were still in spec., but the high-pressure fuel pump was not providing enough fuel. The customer was contacted and told she needed a fuel pump and that she would have to pay. I was out of town when the pump issue was discovered but upon my return called the customer and told her I would check into things. I concluded that there was indeed fuel contamination but did not think that caused the pump failure, (even though in the last four years we have only sold 5 pumps). I called my Infiniti representative and explained what was going on and that I was going to warranty the pump and he agreed and so I called the customer and let her know what we were going to do and that the bill would not be $3000.00 but $1070.04. She sounded relieved and said they would pick up the vehicle on Saturday. Infiniti of ***** cannot with any certainty or proof say there was no contamination because they did not take the fuel sample and test it nor run any tests or work on the vehicle at all, that is merely speculation and hearsay. I understand the customer is upset as would I, but that does not mean we did anything wrong.

   

   

  Customer response

  11/27/2023

   
  Complaint: 20782463
  
  I am rejecting this response because:

  You need to take another look at all the Fuel Test & Reports that we sent.  They are time stamped for the dates when we filled up the car in ********.  And have the receipt of gas to prove that from the Credit card.  We do have proof to show the gas was NOT contaminated from the fill up in Sept.  The car was shipped up from ***** and was driving fine.  No trip to ***** or bad gas or car issues until September.  When there appeared to be a faulty parts problem, not a bad gas issue.  So the labor should have been covered under warranty.  Instead of making us pay for your mistake.  ******* issue would not have caused the part  (pump) to go bad anyway... per several experts in the service department at **************.  It was a warranty issue, miss diagnosed and over labor charged.
  
  Sincerely,
  
  ***************************

  Business response

  12/14/2023

  TellMs. ********,
  In response to the complaint, the vehicle was towed to ** on 09/21/2023 idling rough, barely running and had no power. We verified the concern and conducted some test as required by Infiniti. I have attached copies of the before and after readings of the alphas while idling. They were out of spec with the bad gas and back in spec after the gas was flushed out and the car was idling/running better after the bad fuel was flushed. Included is a picture of a test that was performed, showing that the fuel was contaminated with something, probably water.  The old fuel definitely had a pungent smell that was not normal. The receipts the client provided were 11 days old at the time of the car arriving and the bill of lading was from the middle of August. None of that information proves where the customer purchased their fuel, nor does it show if she took a trip to ***** and purchased fuel on the way there or 
  back. The fuel was contaminated, and it does not matter how or where it happened. It is preposterous to insinuate that we faked a fuel sample. We are an award-winning dealership and would never risk our reputation nor integrity for any amount of money. When we went to road test the vehicle we found that it did not have enough power, after performing some additional tests we found that the alphas were still in spec., but the high-pressure fuel pump was not providing enough fuel. The customer was contacted and told she needed a fuel pump and that she would have to pay. I was out of town when the pump issue was discovered but upon my return called the customer and told her I would check into things. I concluded that there was indeed fuel contamination but did not think that caused the pump failure, (even though in the last four years we have only sold 5 pumps). I called my Infiniti representative and explained what was going on and that I was going to warranty the pump and he agreed and so I called the customer and let her know what we were going to do and that the bill would not be $3000.00 but $1070.04. She sounded relieved and said they would pick up the vehicle on Saturday. Infiniti of ***** cannot with any certainty or proof say there was no contamination because they did not take the fuel sample and test it nor run any tests or work on the vehicle at all, that is merely speculation and hearsay. I understand the customer is upset as would I, but that does not mean we did anything wrong. us why here...

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been in for service on the transmission a total of 4 times. The vehicle is now recently out of warranty. It expired at ****** miles and the vehicle is now at ****** miles. I suspect the dealership did not want to fix the transmission correctly the first time, and has only done patchwork fixes until this point. Now that the vehicle is out of warranty, the "fix" they used before is no longer good enough, and the vehicle requires a new transmission.

  Business response

  01/26/2022

  Did call Lisa  #************ @ 11:32 AM on Jan. 26th 2022 and left a message for her to call me back and ask for ************************* (must use last name ... there are multiple ****** here) .

  I did review the client profile and would like to appeal the warranty decision of "Not Covered" with the manufacturer. With some assistance from the client I have had success in getting help in these cases ... the decision is 100% the Manufacturer's ... not a dealer level decision ... we would love the work ... we look for ways to get to a "YES" ... a "NOT COVERED" answer is bad for everybody ... we dont like them at all.

  When we have vehicles with concern's we abide by the three C's policy ... Complaint, Cause, and Correction. With the transmission we must submit he information to "Tech Line" and they guide the dealer on the repair procedure ... we do not have free reign to do what we like ... we must follow manufacturer guide lines and procedures to the letter.

  Please have Missis ****** or Mister ****** call me so we can put a game plan together to see if the Manufacturer will provide Goodwill / Assistance.

   

  ************************* / Manager

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

  Customer response

  01/28/2022

   
  Complaint: ********
  
  I am rejecting this response because:Infiniti has put a bandage on this problem and never have fixed it. They should have replaced the transmission sooner. I paid into having the extended warranty. I will be writing a complaint on Infiniti next for not resolving this issue with full coverage. Absolutely ridiculous that they are still asking for me to pay $2000.
  
  Sincerely
  *********************

  Business response

  02/01/2022

   

  I did reach out to the Manufacturer ... provided client service history and associated information to Corporate handler. 
  

  Did perform CVT trans associated correction as instructed by the manufacturer (see below)
  

  08/30/2013 ***** and ********************* took possession / delivery of 2014 QX60 with 10 miles on odometer
  

  09/17/2013 Installed Tow Hitch and Harness @ 519 miles
  

  04/23/2016 Replaced transmission @ ****** miles
  

  11/02/2017 Replaced Valve body @ ****** miles
  

  02/01/2021 replaced Valve body @ ****** miles
  

  (All of the above was performed under factory warranty with zero cost to the consumer)
  

  01/25/2022 came in concerned of occasional judder @95,734 miles ... ******** repair.
  

  Factory warranty expired 08/30/2019 
  

  Extended warranty expired 09/02/2020
  

  Infiniti CVT Transmission Extension Expired 08/30/2021 
  

  **** (Store Manager) did appeal the declination on ******** behalf and was offered 5000-$ goodwill assistance toward the 6,987-$ repair ... ****** was not satisfied and declined.
  

  Please close this case in regards to finding a resolution at the dealer level.
  

  MikeK

   

   

   

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