ComplaintsforInfiniti of Lexington

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I brought my 2014 ******** **** to ******** of Lexington on January 19, 2022 for a 90,000 mile inspection. During this time, I was contacted and notified that my rear brakes were in "fail" condition and needed to be replaced. At this time, my inspection report showed that my front brakes were in "pass" condition. I proceeded with this repair and my invoice states: Replace rear brake pads and machine discs. Cause: required due to condition or inspection. In total, I paid $315 for this service. Towards the end of July, I started noticing that my car was making an odd noise. I tried to get into ******** of Lexington, as I was needing to get my car checked immediately as I was going on an out of town work trip. However, they could not fit me in and I needed to go elsewhere. When I took my car to ***** **** ******* * *****, they let me know that my rear bake pads were completely worn down and on one tire so worn down that it had affected the rotor and needed to be replaced. At this inspection, my front brake pads were still in good condition. The total for replacing the rear brake pads and rear rotors was $461.62. Where my confusion stems from is how could my front brakes be in good condition in January and continue to be in good condition in July. While I completely replaced my rear brake pads in January and they were completely worn out by July. I did call in and speak with ********'s Service Director *** ********. He claimed that there was something wrong with the brakes and nothing was of fault of ********. However, he could not answer that if something was wrong in January and something was wrong in July it seems like they never fixed the root cause of the problem in January. He did offer me a $250 in store credit, but I will never be brining my car to ******** of Lexington again as I can not trust them to do the right thing. This is also not the first time that a situation like this has arisen.

  Business response

  09/09/2022

  We are terribly sorry about the experience and hope to get another opportunity to make it up to you.  We will be sending a refund  of 344.50 for the brake job.  Please look for the check next week via mail.

  Customer response

  09/14/2022

  
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a certified pre owned car from Infiniti and have since been told by 3 other dealerships that there has been front end damage to this car, which as a result has lowered the value of my car. Also in the certification the car didn’t have worn down tires replaced and the back tires were completely worn down on the inside only even after purchasing an alignment.

  Business response

  06/18/2022

  The Q50 that was purchased by Ms. **** was inspected and met the criteria to be an INFINITI Certified Pre-owned vehicle after reconditioning by an INFINITI Technician.  As part of the process 2 new tires were put on the rear of the car.  The front 2 tires were measured at 7/32 and 8/32 and exceeded the required measurement of 5/32 to be eligible to certify the car.  I did speak to Mr. **** regarding her concerns and offered an inspection of the vehicle. Please find the attached copy of the Carfax report.  Please let me know if I can assist further.

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

  Executive Manager

  INFINITI of Lexington

  Business response

  07/01/2022

  The last thing we want is for a customer to be upset with a transaction.  I read the concerns by Ms. **** and have reviewed the transaction.  Attached are 3 documents, the first is a Carfax BuyBack guarantee that is part of the INFINITI Certified Program, https://www.carfax.com/company/carfax-buyback-guarantee-terms-and-conditions. Two other documents signed that indicate the vehicle is sold AS-IS. The vehicle after reconditioning did meet the requirements to Certify it under INFINITI's program.  One of the most significant reasons the value of the vehicle has reduced, is the vehicle as of June 2022 has over 55000 miles on it, when it was purchased in July 2021 it had just under 25000 miles.  I'm not sure what the ask is from Ms. ****

  Customer response

  07/06/2022

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

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