ComplaintsforBerman INFINITI of Niles

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was handed over for maintenance/repair beginning of April of 2023. My vehicle was broken into and experienced extensive damage while on property, and in the care and possession of the dealership. The dealership failed to immediately inform me of the break-in. I was informed days later. I noticed on the patient portal that there was a new window and a new key fob ordered under my vehicle, and I was able to make my own conclusions that my vehicle was attempted to be stolen from that. Without my knowledge, my vehicle was sent to ***** Auto Repair and duplicate Insurance claims were filed under MY insurance without my knowledge or approval. I was informed in June that my vehicle was ready for pick up but once assessing the vehicle, I noticed the damages that were paid out by my insurance company have not been properly repaired. I called my insurance company and because the auto shop (that I didnt choose) is not within Network, my insurance company could not do anything about it. My vehicle has depreciated in value because of this. I am very unsatisfied with the customer service i have received thus far. I have attempted to reach out multiple times to the general manager and the sales director ****. I was even informed that berman infinity in Niles does not have a *** I have not had any phone calls returned and I have left multiple voicemails. I went to the dealership myself and requested to speak with the *** The ** informed me that this is human error, and they are not at fault. Once I spoke with the ** manager, she had no knowledge of the situation, regarding my vehicle. There seems to be a very concerning lack in communication between customers and staff members. Unfortunately, I have been back and forth with the staff at Infiniti regarding these repairs after months of patience. It is July 13 today and I have still not received my vehicle. Customers drop off their vehicles with the expectation that their vehicle will be returned in better condition.

  

  Business response

  07/15/2023

  Heba,

  Thank you for voicing your concerns. The situation that you are in is complex and unfortunate.

  Its my recollection that the general manager comped your entire service bill, correct?
  

  We have alarms and other forms of deterrent to try and mitigate the threat of thieves breaking in. Luckily, when the thieves broke in, they were unable to steal your car.

  Yes, they damaged your vehicle and we are working diligently with ***** to repair the vehicle.

  We have used your experience as a coaching tool for our advisors in regards to contacting insurance companies.

  If there is anything you need from me, I can be reached in my cell phone. My number is *************.

  Customer response

  07/25/2023

   
  Complaint: 20316832
  
  I am rejecting this response because:
  Hello,
  Again Ive attempted to reach out the the business and the ** is giving push back in scheduling a meeting to resolve the issue. During this process, my insurance requested security video of the incident since July 3rd and have not provided documentation. Due to this the insurance claims have been denied and I am still not able to resolve this matter.
  Sincerely,
  
  *************************

  

  Business response

  07/25/2023

  Hi,
  
  
  As part of our standard operating procedures we do not send out security footage to outside parties. If adjusters would like to preview footage, they are more than welcome to visit our establishment to view the tape. 

   

  Customer response

  07/26/2023

   
  Complaint: 20316832
  
  I am rejecting this response because:
  

  I have attempted to reach out to the dealership multiple times and I was informed by the service manager that the IT department has access to these footage. **** does not have access to this nor is he able to provide the insurance company with that footage. regardless, if that footage is not allowed to be given to the customer, I am not made aware of that by the dealership. There is clearly miscommunication in every aspect of my concerns.
  I have been attempting to reach out to the dealership multiple times regarding multiple issues, and Im never given a response within a timely manner or anything at all. 

  My insurance rates have now gone up because the claim was filed without my authorization, nor with my knowledge. My insurance ended up paying for all damages. I was not given the option to pay for these damages out of pocket nor was I given the option to pick which auto body shop Id like my vehicle sent to. Again, this was all done without my knowledge, nor was I made aware my car was sent to a body shop nor was I made aware that a claim was filed under my insurance.

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

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was serviced at this dealer and I don't believe the work was done! The rear suspension was serviced and a courtesy world class multi point inspection, and suspension inspection $167.44 was performed and a little over a year later 2 rear suspension components rusted and broke where the rear shock is mounted to! My receipt says nothing about this or any issues found during this service and no way these big metal lower control arms rusted to the point other parts are breaking off! This happened within a year & 1/2 after service with no mention of starting to look bad or anything! I've tried to *************** but sense nobody was hurt they won't help me! This is my wife's car and if this broke while driving her and my 2 children could've been hurt bad or killed! I called the # on receipt that says to call if not satisfied with work and was never called back!!! I'm in the process of getting the car fixed and once the mechanic has the car up pictures will be taken and parts saved! Please Help.

  

  Business response

  03/21/2023

  Hello, A lot of things can happen in 1.5 years. Can you call ******************* our Service Director directly on his cell at *************? Thank you. *************?
  

  Customer response

  03/30/2023

   
  Complaint: 19616630
  
  I am rejecting this response because:
  

   I called Berman Infiniti and left messages for the service manager and never heard anything back from them. Is there anything else I can do, probably not and my car is still not fixed. It's been to 2 different mechanic and was told this work is dealer only and the 2 closest dealers are Berman so now I have no idea what to do. 
  
  Please Help,
  *************************

   

  

  Business response

  03/30/2023

  Hi,

  The repairs and inspection were performed in 2021. It's now 2023. With salt, water, and road brine, a lot of things can happen to a metal spring that sits under the vehicle. Do you expect our inspections to last greater than two years? 

  Customer response

  04/05/2023

   
  Complaint: 19616630
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Yes I filed this later than when this part broke on me! I called your service manager and left a message and never got a response back so I had to take this route! This broke 1 1/2 years after service your team supposedly remove the rear tires to service the rear end, but didnt notice any parts *****??!! According to the paperwork, you guys found no issues anywhere!!! It rusted so bad that the air shock bracket broke off both sides, lower and upper control arms are rusted some have holes in them that doesnt happen in a year and a half sorry!!! When calling you guys back to tell you about this and I got no response. All I wanted to do was have you guys somehow make it right Im not expecting to fix it for free but you know give me some kind of break and you didnt even bother to respond to me!!! So I dont expect anything to happen with your responses on acceptable!!! Have a nice day.!!! 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It all started when i took my vehicle in for service originally on 6-10-22. It went in for a coolant service and to check suspension and lof . Asked them to inspect suspension because the vehicle ***** loose. They performed coolant service and lof. They stated that there was nothing wrong with suspension. Then 8-8-22 took it back for a suspension issue and noise at p/s . They replaced a control arm and p/s hose . At that time i advised them to please recheck entire vehicle as i was going on a 3 hour road trip with family. This is were everything started happening . I picked up my car before closing and as soon as i got in the car. You can tell the alignment wasnt done correctly .vehicle would drift in and out ,had to take vehicle that way and suspension was still making noise at r/f strut mount. then came back on 8-23-22 , when then they replaced ***** mount and supposedly redid the alignment. They requested a bunch of work that was not needed and gave me the vehicle back with overinflated tires and vehicle would still drift. I emailed the service advisor and no response . I then emailed one of the owners/operator at dealer **** berman, I then received a call from their service mgr ******************* to bring vehicle in to be re inspected . At that time i informed them that i needed a lof that i was going to pay for .They rechecked vehicle . He stated that the alignment was off again. Redid and didnt charge me for the lof . Vehicle still wasnt well i took vehicle back to where i had new tires recently installed and they confirmed that dealer didnt do alignment right and paid out of pocket for their mistake. Now this vehicle was at their location 899 miles ago and the maint reminder light is back on. because they lied. They never performed lof on it .it should come on every 3k and it can be seen that the lof wasnt done . Also they claim that they did a full inspection 3 times and never noticed a extensive leak coming from l/f axle.

  

  Business response

  10/14/2022

  ******, we have called and reached out to resolve this. Please contact me directly at ********************************* or call me back at your earliest convenience.
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2022 QX80 Infiniti in October from Berman. Car has had multiple electrical issues: car alarm goes off randomly (not related to anything), internal seat belt sensors go off randomly, parking sensors go off when it rains, dashboard goes BLACK (no information, including speedometer, available), radio gets stuck on high volume and won't turn off, radio gets stuck on static and won't turn off, touch screen occasionally doesn't work. Car has been in shop for 40ish days. I have been driving a loaner. I don't want the car. The part they are putting in (and we waited for) won't even address the alarm and sensors. It is meant for the radio. The first time TWO times the car was in the shop, the issues were not resolved. Dealer telling me that Infiniti Corporate is decision maker about buying back the car. But, I can't reach anyone above a phone rep at corporate. Dealer promising me they are on my side and to keep waiting. I feel powerless. I have no recourse. I won't want to spend MORE money on a lawyer. I just want my old car back and for them to take back this car. I have videos of all of the malfunctions, and have shared them with dealer. Dealer confirmed they were able to duplicate malfunctions at the shop.

  

  Business response

  02/11/2022

  Hi, There is an open case with INFINITI and they are coming out to look at the customers car on 2/15. Customer has been in contact with ********************** consumer affairs, and they are the point of contact as this maybe eligible for Lemon law buyback. Berman INFINITI of Niles can't move forward without guidance from INFINITI.

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