ComplaintsforPatriot INFINITI of Merrillville

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had nothing but problems since I purchased this vehicle from Bermans Infiniti that has now changed there name to Patriot Infiniti first the radio would cut off at will then the map goes black I have taken this vehicle back and forth to this dealer for over a year the last time was Friday Aug 25, 2023 when I went to pick up my vehicle I noticed a ding in the door that was not there when it left my home the manager **** state it was ther Im not going to argue with him but I am filing a complaint everything I told them was wrong with my vehicle of course they could not duplicate. So every time it happened I took it to the dealership so they could see exactly what I was talking about. So they finally replaced the audio system Im not sure if the problem is fixed or not this is the worst experience I had with any dealership i will be going to report this elsewhere

  Customer response

  09/01/2023

  I would like my vehicle repaired 

  Business response

  09/05/2023

  Customer concerns were corrected. Ding in door was visible prior to vehicle coming in for repairs. In good faith, I will attempt to correct the ding at no charge to the customer through one of our vendors that does paintless dent removal.

  Customer response

  09/05/2023

   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.

  
  

  Thank you.

  Customer response

  09/13/2023

   I am rejecting this response because:
  
  

  I recently filled a complaint against this business because ther was a ding in my door that had been at the dealership. Per the response from the business they were to take care of the issue I have not heard anything from the dealership since then. No call no nothing

  
  

  Business response

  09/13/2023

  I am confused, on 09/05/2023, the customer that issued the complaint responded and found the resolution satisfactory. Now, on 09/13/2023, the same customer is saying that they are rejecting the response which hasn't changed from her previous acceptance....

  This customer was just at the dealership saying she wants to trade in her current vehicle for a brand new similar vehicle, one year newer with no miles for an even trade. Impossible.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Are we boat Infiniti QX 60 2023 under lease contract and it is not our first Infiniti QX60 that is our third Infiniti. the last Infiniti that we owned I used to have a feature when someone walks by the car while we are reversing or front of it while we are going forward on low speed the car will stop, when we went to lease this car we asked about the same exact feature because I have health issues and cannot turn my head to look back to make sure that there is a clear way hundred percent for him. They confirmed that the vehicle has these features, and on the windows sticker its written that it does ****** and Brakes , if someone walking in front of it. after we left, we tested it out, It did not work. We called them several times they kept telling us that its only the settings we tried our best. It did not work out. We took the vehicle three times to the Infiniti dealer they checked it by their service managers and they said , it is OK and does not have any problem. We tested it out in front of them and the features we are looking for it does not work and now we are stuck with this vehicle even though we like it, but does not serve the purpose that we bought it for after we got promised to be satisfied with the features we asked for and their sales teams confirmed with confidence that the car does have we want. we filed a complaint with the Infiniti manufacturer and they kept throwing us to the dealer and the dealer throwing us back to the manufacturer and now we are here trying to get this resolved because of what we are looking for either to see the features working as intended and as we got a promised or we need to change the car to another that does have that.

  Business response

  08/21/2023

  I have attached a copy of the original window sticker for the 2023 Infiniti QX60 the customer purchased. As you can see, the vehicle is equipped with the following:  Predictive Forward Collision Warning, Forward Emergency Braking w/pedestrian detection, and Rear Cross Traffic Alert. These options are listed under "SAFETY" section of the factory window sticker. The customer did bring the vehicle into the dealership and we tested it for the features and they worked as designed.

  I hope that this information will close this case and have zero negative reflection towards Patriot Infiniti of Merrillville.

  Regards,

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

  Executive Manager

  Patriot Infiniti of Merrillville

  Customer response

  08/22/2023

   I am rejecting this response because:
  
  with all due respect to their response, and following the guidance of was on the window sticker. at the time we came to buy the car we explained exactly what we need and what we are expecting from the the QX60 ****************************************** the buying process because we have had the the same exact car ***************************************************************************************************************** behind it. and we tested that Infront of them and didn't work at all.  also we went out with one of the salesmen to test out the features and it did not work at all.

  and we talked to several managers and they clamed that the problem could be sensors that needed to be replaced because they where surprised that the features didn't work at all and that gave us an indication that they have no idea about the product that they are selling and they sold us and promised us something that didn't even know about it's functionality.

  we are here trying to get things corrected from your Infiniti part before escalating the matter the court.

  Business response

  08/31/2023

  Good morning, as I had previously mentioned, the vehicle is performing as designed. If the customer would like, I have 2 options :

  1) I will purchase the vehicle from the customer at current market value

  2) The customer can trade the vehicle in at current market value towards another vehicle we have in dealer stock

  Sincerely,

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

  Customer response

  09/05/2023

   I am rejecting this response because:
  
  I have already paid **** three times and the first check was for **** so I paid in total about **** and in few days I will be paying another ****. I am fine to pay what I have to but I am willing to lose any ***** that i am not suppose to lose since the whole problem not caused by me and the whole issue here is about functionality that I was promised to work as I requested I demand full refund for everything or to get exactly what I been promised and what i experience before from other QX60 models i have owned. 

  it will not make any sense that I love the car but i have to lose money and return it for things that was very disappointing from your end. 

  If you have to take it back what should i expect here as payment? 

  Business response

  09/06/2023

  I have been extremely transparent and upfront. I do not have any additional solutions 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  Ive been trying to get my money back from this business since July 18,2022 I requested a tire contract that I changed my mind a few days after requesting in writing that the contract be cancel I put the charges on my master card so my monthly payment would not increase I was told by management they would reach out to their team to see what can be done I also asked that the Germans value also be cancelled . I contacted my master card to let them know the contract was cancelled and to remove the charges in which they did only to put them back because ******* told them that was a down payment I didnt need a down payment because I had a trade in a 2020 ****** muruno with **** miles Hermans has now changed the name to Patriots Infinity I have recently went to patriots with my concerns spoke to the same person that had me signed paperwork Im so tired of these people trying to rip me off I dont know what t to do l dont have $1295.00 to give away I dont know what happened to the Bermans value Berman that know one seem to know what that is I have heard nothing from the dealership reguarding this issue I should not have to hire an attorney for something as simple as returning my money. This is the third time Im writing the better business about this same issues Citi state I waited to late to send proof I wasnt aware there was a time limit and I was out of town.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Around December of 2022 I received some coupons to Berman Infiniti and they expired on 1/15/23. I call the dealership in 1/3/23 and scheduled an appointment for 1/14/23. I was not made aware that new owners of the dealership were not accepting these very recent coupons. Of course I ended up paying more somewhere else due to this issue I felt it was bad business not to inform the customers with appointments about this matter. I dont know why coupons were sent out pending new ownership. I asked for my vehicle back and received service elsewhere. I scheduled my time and events around this matter. This was my first time at this location. The coupon was the draw to support this business.

  Business response

  02/08/2023

  *********************** came in for an oil change on 01/14/23 with a coupon from Berman's Infiniti and we are Patriot Infiniti. My advisor informed her we could not accept that coupon. It was a mistake on our end should have been accepted. I personally called *********************** and offered her a tire rotation and oil change on Patriot Infiniti. Customer has agreed to terms. No further action needed at this time

   

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

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

  Service Manager Infiniti Merrillville. 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  BBB unable to locate business

  More info

  I purchased a vehicle from Bermans of Merrilliville on 07/14/2022 I was quoted one price an another written up for me to sign the car I test drove had 63 miles the car I was given had 84 miles I was also told that I would not have to start my car by placing my feet on the brakes anymore when I inquired about that ***** said I would for the first time I was also quoted one price and another was written up. When I actually had a chance to look at the bill I immediately called and told ***** i wanted to return the vehicle she told me once it leave the lot I couldnt return it. I had a trade in my care was listed at one price I have also requested tire contract be removed back in July I havent received any information telling me it has been canceled I spoke with ******* that state she was the manager I have also spoke with ***** on multiple occasions that state she explained the contract to me she did not I dont know all of the functions of this vehicle I had to bring it in because the trunk was not working properly it was like a imposition the service guy acted like I was making this up I had no idea there was a button in the glove box I guess that wasnt important enough for me to know I was only told about ******* an my phone. You know Infiniti is suppose to be the luxury line for ****** just like any other luxury vehicle at least the price said so. Service says something different

  Business response

  08/17/2022

  Please contact General Manager *** D'****** at ************ or emailing him directly at ***********************************. 

  Customer response

  12/20/2022

   I am rejecting this response because:
  
  I have been trying to get this issue resolved since July the dealership lied stating the $1295.00 I paid for tire contract and cancel July 18,2022 was for a down payment that is not true I had a trade in in which paid off my vehicle and paid down on the new vehicle *****, lied I also spoke to with the manager **** that was going to reach out to someone to remove the barmans value as well. I received one email from the manager Staying he was still waiting to hear from someone I also went to the dealership in I believe AUGUST WAS TOLD HE WAS NOT IN I HAVE NOT HEARD FROM ANYONE nor have I received a refund Citi statement I took too long to reply I sent proof of our conversation to **** from *****, my email mistiriously disappeared I had to get it back before I could send the proof plus I was out of town nevertheless why am I paying for a product that I dont have. That I cancelled the last time I wrote to you the business asked that I reach out to them I tried no results oh and I was given a different car than I test drove my car had 63 miles the car I was given had 84
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased an Infiniti Q60 3.0T Luxe along with an extended warranty from this dealership on 10/08/20. I traded in this vehicle to another dealership on 1/25/22. The Q60 had ****** miles when I traded it in. I went into the Berman Infiniti dealership on March 7, 2022 and gave all the paperwork necessary (copy of original *************** Contract, Paid in Full letter from Infiniti ********* Services and Odometer Disclosure Statement from when it was traded in) to cancel the *************** Contract to the Finance Manager. After looking over the paperwork he stated he would forward the information to cancel the contract to the ******* office. He stated I should receive my refund within 6-8 weeks. 8 weeks passed and I hadn't received the refund check, so my wife called the dealership on May 09, 2022 to follow up on the status of our refund. She spoke with the receptionist who claimed both finance managers where not it. The receptionist said 1 of them will callback tomorrow with an update. No one ever returned her call. I went into the dealership on May 11, 2022 on my way home from work walking in the dealership at 5:30pm and again the receptionist claimed no manager was in. I expressed how unbelievable it was that no manager was available Monday or now. I told the receptionist I would be back the next day. On, May 12, 2022 I finally spoke with a blonde female who claimed she was the Sales Manager. She was very rude and was of no help at all. I explained to her I was getting very frustrated with the situation and if I didn't quickly receive satisfaction I would file a BBB complaint. The Sales Manager said she had to leave for an appointment, it was 3:30pm, and didn't have time to look into now. She promised I would receive call from her personally the next morning with an update. I have never received a call! I have included the paperwork I provided the dealership on March 7, 2022 to cancel the contract.

  Business response

  06/06/2022

  Hello, We spoke with customer on the phone to informed him that we sent out the check last week and he should be receiving it shortly. Thank you. 
  
  

  Customer response

  06/10/2022

   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.

  
  

  Thank you.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company has not refunded the monies owed for the extended warranty that was purchased 11/13/2021. The vehicle was ruled a total loss by the insurance and finance company March 3, 2022. They extended warranty company was contacted early February about the cancellation. The loan account has been paid in full and the warranty funds are to be refunded.

  Business response

  03/29/2022

  We do not have any record of this request. Please contact *** D'****** General Manager at ************ so we can get his issue resolved.
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/3/21 I purchased a vehicle at Berman Infiniti of Merriville, IN. On the date of purchase I opted for the extended service warranty totaling the amount of $2295. I was informed that I would be able to cancel at anytime. Upon arriving home with my newly purchased vehicle, I had changed my mind and decided to call the car dealer who sold me the car. He informed me that the dealership was currently closed and he in fact was on his way home and that I could cancel it the next day. On 5/4/21 I was not able to make it to dealership but had been in communication with the financial advisor, ***************************. On 5/5/21 I went back to the dealership to cancel the service warranty and to sign the paperwork. I have a signed and dated disclosure stating my request to cancel the warranty that includes his signature as well as mine that is dated for 5/5/2021. He informed me to give it about a week and the auto loan department would remove it from my loan account. He stated that I would receive a letter in the mail from the bank showing that they had credited the warranty amount to the loan. After about a week I checked with the bank and they had not received a payment and there had not been any adjustments to my account. I reached out to ****** again, and inquired about it and he stated he had done his part so at this point it was just a waiting game. We reached out to the bank and they informed us that they hadnt received any payments from the dealership. Fast forward to November , after calling, leaving messages, not getting my calls returned, and not getting the issue resolved I was informed that ****** was no longer employed with Bermans Infiniti and *******, the new financial advisor informed me that ****** in fact, DID NOT cancel the warranty. ******* mentioned it was a corporate matter and had it canceled on Jan. of 2022. They prorated it from the Jan. for only $1200.56 instead of the full amount of $2295. Corporate has not returned my calls after expressing my issue.

  Business response

  02/18/2022

  Our General Manager *** D'****** reached out regarding this issue. He left her a message and sent an email. We are going to issue a check for the difference.

  
  

  
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2019 Infiniti Q50 (VIN *****************) from Berman Infiniti in Merrillville, ******* during the month of November 2019. On April 26, 2021 the vehicle was paid in full and confirmation of a resolved balance was received from Infiniti ********* Services on April 30, 2021.June 2021, I reached out to the company Infiniti works with to provide ************** The company informed me Gap Coverage was still active and I needed to contact the dealer who I purchased the vehicle from for an official cancellation that would need to occur for me to receive any refund due to me.On the same day, I contacted Berman Infiniti and spoke to a receptionist who transferred me to the Finance Manager's extension. I left a lengthy voicemail with full detail and asked that I be contacted with any follow up questions. I never heard back.Since I did not hear back, on August 18, 2021, I emailed the Finance team at the parent location in ******* ************************************** provided the full detail and asked for a helpful resolution. Again, I never heard back from the dealer.I am asking that Gap Coverage be cancelled retroactive to the date of payoff and all applicable refund be returned to me. In years past, after purchasing a vehicle and closing the contract, if any refund for Gap Coverage was required to be administered, this occurred without my need for contact and follow up. Berman is the first auto dealer I've ever experienced this issue with.

  Business response

  12/22/2021

  Hi ******,We apologize for the inconvenience.  Its under Administration review, which is out of our dealerships hands.Once its approved by Administration they will release the funds. It could take up to four weeks. As soon as the funds are received we will issue a check. We have your updated address. Thank you for your patience, and we appreciate your business. 

*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. ↩