Complaints

This profile includes complaints for Plaza Motor Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Plaza Motor Company

  11910 Olive Blvd Creve Coeur, MO 63141-6730

  
• 

  Plaza Motor Company

  11830 Olive Blvd Creve Coeur, MO 63141-6718

  
• 

  Plaza Motor Company

  11654 Olive Blvd Saint Louis, MO 63141-7002

  
• 

  Plaza Motor Company

  11858 Olive Blvd Creve Coeur, MO 63141-6718

  
• 

  Plaza Motor Company

  951 Technology Dr O Fallon, MO 63368-2203

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2022, we bought a new Mercedes from this company and it was to be delivered our to us Florida. We were contacted and told they scratched the car during the delivery. I spoke to the salesman Bob at Plaza who said he spoke to his manager and they would reimburse us. We paid $1200 to the shop to fix the scratch. They still to this day have not reimbursed us. I asked to speak to the general manager about it and he never called me back.

  

  Business Response

  Date: 05/04/2023

  Good afternoon,

  After reviewing the compliant submitted we want to extend our deepest regret that this complaint was necessary to bring you resolution. I am not sure where the breakdown in communication occurred, but we will use this as a training tool on the importance of addressing concerns in a timely manner. We have issued a reimbursement check for the necessary repairs to correct the damage that occurred during the vehicle delivery process in the amount of $1200 as requested. The check was sent FedEx with tracking number **** **** **** on 5/2/2023. We strive to provide excellent customer service and please accept our apology for not meeting this standard in regard to this request. We do appreciate your business and look forward to assisting with any of your future automotive needs. 

  Sincerely,

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

• Initial Complaint

  Date:03/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1//16/2023 purchased car, extended coverage price was not told to me at time of purchase, no papers provided day of transaction, did not receive until couple weeks later, total amount was 5,999, was told I needed it when I called, I decided I wanted to cancel all of it, said I had 60 days, it was actually 30, they said a treatment of car was non refundable, I never got out of the car the whole time I was there, I have mobility issues, paperwork was all done in car, I wanted to pay for car that day, they pretty much said no, an account was opened at a credit union which I had no ideal was opened so the loan would be accepted, I have called several emails I have heard nothing, please help

  

  Business Response

  Date: 03/31/2023

  Good afternoon,

  I do see where Ms. ***** purchased a 2020 Infiniti Q50 **** ***************** from Plaza Infiniti in January. She also purchased a *********** ******* contract, ding shield coverage and Resistall policy. The *********** ******* contract and ding shield coverage can both be cancelled with a 100% refund. The Resistall is a protective coating application that cannot be removed and is non-refundable. We are happy to cancel the *********** and Ding Shield contracts and refund them at 100% to Ms. *****. Once we receive the acknowledgement that the attached cancellation form should be used to cancel these products, we will process the request and send the refund to Together Credit Union to be applied to the vehicle loan. If the loan has been paid in full a lien release or paid in full letter will allow us to refund to contracts directly to Ms. *****. We look forward to resolving this matter. Thank you.

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

  Customer Answer

  Date: 04/03/2023

  ********** ********
  
  I am rejecting this response because:
  
  I already sent form to cancel contract for warranty on march 22; I did a direct phone call to them to confirm: they said it was cancelled, the way this response sounds nothing was done! As I said before when and how was the protection process done? I hadn’t bought the car yet and upon arrival I got in the car, never got out,due to a physical condition, I tried to contact them today, not available no email repies no call back
  
  ********** **** *****

  

  Business Response

  Date: 04/07/2023

  *** ******

  After speaking with my warranty administrator, I was informed that he had your cancellation request and was waiting to receive the refunds from the warranty companies. He has received them at this point and has issued a check that is being sent to your lender to be applied against the auto loan. I have attached a copy of the check for your records. I apologize for any delay you experienced when initiating your cancellation request. We apologies for this delay. Thank you.

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

  

  Business Response

  Date: 04/07/2023

  Ms. ******

  Upon further review I see you were under the impression you had 60 days to cancel these products. We will be voiding our original check and issuing a new check in the amount of 4742.00 for a full refund of the cancellable products. I am sorry for the confusion on this refund. Have a great weekend. 

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

  

  Business Response

  Date: 04/07/2023

  Ms. *****,

  I have attached the new refund check that is being sent out today for a full refund of the *********** ******** in the amount of 3714.00. The ***** ******** ****** *** **** ****** ** ************** The Ding shield contract refund is being sent directly from the warranty company to your lender in the amount of 1028.00. We do not have tracking information for the portion being sent by the warranty company. We appreciate your patience through this process and apologize for any inconvenience. Thank you and have a great weekend.

  Sincerely,

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

  Customer Answer

  Date: 04/10/2023

  ********** ********
  
  I am rejecting this response because:
  
  I am still being charged over1200 for interior protection, as I stated before I did not get out of car that day, I arrived at dealership to see car FIRST I hadn’t purchased vehicle yet, the dealer drove when we went on test drive, so when was this process done?  I wouldn’t not purchased this, I am the only one driving vehicle and I don’t do anything to justify a plan like that, as I said before I never left the car the whole time I was there 
  
  ********** **** *****

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 Jaguar I-Pace in September for $39,000. I paid $4500 cash down and a $400 processing fee. I had the vehicle less than 60 days and it started to run hot. I called them to see if they would take care of it but no one would ever call me back so I made an appointment to have an inspection done and had to pay almost $300 for that. They told me the car needs $4700 in repairs: water pump, hose and some type of valve.I think they knew the issue beforehand and did not disclose it to me, which is not right. I was misled.

  

  Business Response

  Date: 03/14/2023

  The service manager from our Plaza Land Rover store has reached out to **************** and arranged to have the vehicle brought in. We have agreed to repair the vehicle for **************** and apologize for the miscommunication that initially took place. We will use this as a learning and teaching opportunity for creating better communication between our locations. We appreciate your patience and understanding. Thank you.

   

  Sincerely

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

  Market Controller 

  Plaza Motor Company

  Customer Answer

  Date: 03/21/2023

  I am satisfied with the resolution that the company provided.  They repaired my car for me.

• Initial Complaint

  Date:03/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2023 2700$ I brought my there because I felt wobbling they replaced the serpentine belt not even a week later the belt fell off my air compressor came off and the screws fell into the engine block broke in half they had to be tapped and retracted out. The belt ripped. I called and told them but they didn't offer a free tow and I could not afford a towe they just told me to bring my car in and never contact me. I took it to ***** which is right by my house I had to pay 1100$ at ***** on top of the 1600$ I paid at ******* is 2700$. I have the receipts also for this.

  

  Business Response

  Date: 03/14/2023

  The service manager for Plaza Infiniti has reviewed this file and found that this guest came in with her vehicle on 02/01/2023 for the following;
  
  Oil change
  Safety & Emissions
  Shimmy in the front end and vehicle pulling hard to the right
  Vehicle having trouble accelerating and bogging down
  
  Technician changed the oil and completed the inspection.
  
  When diagnosing the guests two concerns, technician recommended a tire balance & a 4 wheel alignment for the shimmy/pulling concern and was unable to duplicate the issue with the vehicle struggling to accelerate and bogging down. We attempted to reach out to the guest to provide more insight on this concern in hope to aid in the diagnostic, but the guest was unable to provide anything further.
  
  The technician also made the following recommendations on the free multipoint inspection done during the completion of the services requested.
  
  These recommendations were made based on a visual inspection as well as time and mileage recommendations from the factory. The guest was advised that since this is the first time we have seen their vehicle in our service department, we are unaware of the vehicles history and if any mileage/time based recommendation has already been completed at another repair facility to ignore the recommendation from our technician as we are only able to go off of what we can visually inspect and what is recommended from INFINITI.
  
  Here are the recommendations that were made;
  
  Wiper blades
  Cabin filter replacement
  Differential Service – Front
  Differential Service – Rear
  Transfer Case Fluid replacement
  Brake Fluid Replacement
  Engine air filter
  Transmission fluid replacement
  Drive Belt replacement
  Cooling system service
  Spark Plugs
  Wheel replacement or repair (recommended after tire balance as the wheel wouldn’t balance which is usually caused by a bent or damaged wheel
  
  I have highlighted the approved repairs/maintenance items that the guest authorized once the inspection was provided to her.  Any other recommendation was declined per the guest.
  
  A week after the services that were completed, the guest reached out to our service department advising that she was having a new issue after the service that was performed on her vehicle. She let us know the vehicle wasn’t drivable and would need to be towed. At this time we provided the phone number for the towing service we use and let the guest know that she could have the vehicle towed in and if the issues were related to any services we completed then we will make sure to take care of them as well as any towing costs.
  
  Under the impression that the guest was bringing her vehicle back to the service department, we waited for the arrival of the vehicle.
  
  The guests vehicle never arrived and we didn’t hear back from her.
  
  On 02/14/2023 we received a ****** review from the guest about her experience to which we responded to with a way to reach out to our general manager to hear and provide a resolution to any issue she was having.
  
  The guest then reached out to our General Manager (***** ******* on Saturday 3/04/2023 and left a voicemail about repairs she had to have completed at ***** totaling over $1,000.00
  
  At this time we are more than happy to attempt to provide a resolution to Mrs. *****’s concerns, but we cannot offer to pay her ***** bill as requested based on the fact that we were not given the opportunity to address the claimed concerns and we are unable to determine the actual work performed at ***** and its relation to the service work performed in our service department.

  Sincerely

  ***** *****

  Market Controller

  Plaza Motor Company

   

  Customer Answer

  Date: 03/24/2023

  I have the receipt from plaza infinti right here it says you checked to see if any SCREWS were loose or BOLTS were loose. CHECKED FOR PLAY. They Shook down the front end etc. The bolts fell off the sepentone belt my air compressor came apart and the BOLTS/ SCREWS fell in my engine block. ***** told me to get my own towe truck never offered a towe truck. No one has contacted me and I have called 3 times. You can't issue a refund but I have the receipts saying you replaced the serpentine belt and receipt from ***** stating everything they had to do. No one offered ne a free tow which I spoke with *****. You are being untruthful as a buisness and I think this is very unfair that you are not being truthful at all. Jimmy told me he couldnt.find the issue I told him my car was bogging. You have not contacted me and have sent me a free radio membership. I am not taking it and if you don't want to resolve what your company did. Then.i will be taking you to small claims court. I posted my receipts on my.other complaint. I do not appreciate that you told me to call you ***** ****** and can return my calls and are untruthful about the whole situation.
  

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my Audi Q5 serviced on Jan 31. ******************************* said I needed a driver side CV boot replacement. I went back and met ****, the expert mechanic. He showed me the passenger side CV boot and confirmed it looked good and sound. As a mechanical engineer with manufacturing mechanical failure experience, I concluded. ****** called and harassed me to purchase a new vehicle a few days later. On Feb 11, I noticed oil all over my passenger side front tire. I called and ******** answered, laughing, saying, aww, it looks like it needs replaced too. I inspected it an it appeared that a large hole was in the previously determined sound, CV boot. It looked as if it was punctured with a screwdriver. I had my car parked in my personal garage and under my supervision after the initial appointment at the service department. I took it in for replacement and I was charged $747.23. I did not hear from the service manager asking how my service was, I also did not hear from Audi America. This had been standard procedure for me to be sent a survey, in the 20+ years of being a loyal customer. I am asking for a refund of $747.23 and reimbursement for my time away from my start-up company of $1800.

  

  Business Response

  Date: 03/07/2023

  Good afternoon,

   

  The ************ manager *************************; has reached out to ************** to reach a resolution.  They have come to an amicable resolution. 

   

  Thank You,

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

  Market Controller 

  Plaza Motor Company

   

   

  Customer Answer

  Date: 03/15/2023

  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.

  The AUDI Service Manager, ********************************* exceeded my expectations.  He actively listened to my concerns with much patience and no interruption.  He also shared personal information about himself, which built trust and therefore, my confidence in his work.  I am grateful to continue to work with ********************** and Audi St. Louis, of Plaza Motors.  

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

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Mercedes Benz on 7/2/2022, when we went to pick up the vehicle the window sticker was missing and was told they would order a new one and ship ****** now its February 16, 2023 and we still do not have it. What is so difficult? Multiple calls (to many to. mention) have been made to the ************************ manager, promises made but no follow up or they just don't return the call. We even attempted to contact Mercedes Benz directly and was sent back to the dealership, also tried the local dealership and apparently the window sticker must come from the dealership where it was purchased. This is a horrible representation of the Mercedes Benz brand and they should be ashamed they have partners in the states that do not follow thru with commitments to their customers. Tired of getting no response, obviously they don't want a return customer. Future customers need to be aware they work hard for the sale but once they get your money getting any action on an issue is not gonna happen.

  

  Business Response

  Date: 02/27/2023

  Good afternoon,

  After receiving this complaint, I spoke with the sales manager and general manager in regard to this matter.  They confirmed they have requested the replacement window sticker multiple times from the manufacturer. They have also reached out to the Mercedes Benz representative to explain the difficulty they have had in obtaining this replacement sticker. After several phone calls and emails the representative confirmed the new sticker was printed and would be sent to us by ****** I now have the sticker here at the dealership and will be sending it ***** once I confirm the mailing address. We strive to provide our guests with an exceptional guest experience and sincerely apologize for not meeting this standard. Although we had requested this sticker be provided our follow-up on getting it from the manufacturer and providing it to you shows this is an area we need to improve on. Thank you for your patience in this matter. 

  Sincerely,

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

  Market Controller

  Plaza Motor Company

  Customer Answer

  Date: 02/28/2023

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

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to an error by the dealership I was promised a like set of tires to the ones that were installed when the new vehicle arrived. These should have been ** ***** *** ****** *** *****. What they provided was an inferior set of tires. The correct set is valued at ~$1200 and my claim is for that amount.

  

  Business Response

  Date: 02/10/2023

  After reviewing Mr. ******* complaint with the service manager and general manager for Plaza ***, I found that Mr. ***** claimed the prior service manager agreed to replace his summer tires with a set of all weather tires. It is standard practice for our team members to provide a written authorization for products or services being given to our guests. Although we did not have anything in writing to support Mr. ******* claim we did honor his request. We installed a set of factory authorized all season run flat ******* tires at no charge to Mr. *****. The vehicle was ordered by Mr. ***** with a ** rated summer tire with staggered fit. He requested All season tires to replace those summer tires. We installed the highest rated all season tire avaialble. They do not make a * or ** rated staggered fit all season tire for his vehicle. We honored his request and put the highest rated all season staggered fit tire on his vehicle. He is asking for Plaza *** to reimburse money he did not spend for a service we provided at no charge to him. We feel we have done our best to provide him with excellent customer service and to honor any verbal agreement he was given. 

  Sincerely,

  ***** *****

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

  Plaza Motor Company

  Customer Answer

  Date: 02/13/2023

  Complaint: ********
  
  I am rejecting this response in part due to the following:
  
  

  1, I was told by **** ******** on or about March 7, 2022, that the tires provided on the *** **** ****** I was ordering would be high performance (** *****), run flat all season staggered tires. This was  confirmed by Mr. ******** during the ordering process. This was one of the conditions that induced me to make a $3000 non-refundable down payment.

  2. On March 11, 2022, Mr. ******** and I discussed that tires and he confirmed a portion of this (see #1 above) in writing, as the other details already had been agreed upon.  He mentions that ****** ******* confirmed this as well. See attached document identified as Exhibit A.

  3. After purchase and delivery of said vehicle, I contacted Plaza *** when I noted the tires were not actually all-season tires. Instead, they were high-performance summer tires. I was told by **** ********, ****** ******* and then-******* ******** **** ****** that the tires would be replaced with tires that met the criteria in point #1, above. This was due to potentially hazardous driving as non all-season tires are not advised for cold temperature driving by any vehicle or tire manufacturer. Once temperatures dropped in early October, I contacted Plaza *** regarding the promised installation of the correct tires (see point #1 for tire description.) This led to an entire month of back and forth about if the tires actually would be installed. I believe it was an intentional delay tactic to get me to concede my rights.

  4. Ms. ***** incorrectly stated in her response that no one makes a * or **-rated staggered (********* *** *********) all-season tire for this vehicle. I would counter that by noting that both ******** and ******** make a properly rated all-season tire for my vehicle. See documents below labeled Exhibit B-1, B-2, B-3 and B-4.

  5. Mr. *** ******** made a similar incorrect statement October 24, 2022. He states,"...no tire manufacturer makes a run flat all-season tire in these sizes," He also stated that my car was not approved for all season tires. Obviouly it is. Also, ******, ******** and ******** do make said tire. Please see the document attached labeled Exhibit C. Additionally, as indicated in Exhibit C, Mr ******** states the tire to be installed is a ******** ********** ** *** ** rated all-season tire. It was not.

  6. On October 27, Mr. ******** indicated that the tires to be installed were offered to me by **** ******. At that point, Mr. ****** wasn't even the ******* *******. I was not told that by Mr. ****** or anyone else. I believe it merely was an attempt to pawn their error off on an employee that was not there to defend himself.

  7. Ms. *****  states that the tires installed were run-flats. They are not. They are ******* all season tires not approved by *** ***** ******* for my vehicle. That is they are not * or **-rated. They also are not the ******** tire I was assured by Mr. *** ******** would be installed. They are in fact a lower-performance ******* ** non-run flat tire that are "Off program." 

  With all that being said, when I dropped off the car for the new tire installation, I again was told by the ******* ******* that ******** ********** tires would be installed. They were not run-flat but at least had the proper *** factory-recommended speed rating and were all-season. When I picked up the car I noticed that there was a thick coat of grease or some similar sticky substance covering the tires. I figured I would simply go home clean it off myself to ensure it was done properly. To my complete surprise after cleaning the tires, I noticed the tires installed were not ********* at all, but rather lower-rated **) ******* non run-flats. I immediately contacted Mr. ******* *********** and Mr. ******** to alert to this fact. After three emails and two phone calls were not returned, Mr. ********** finally messaged me saying that I shouldn't have driven off of the lot with incorrect tires and it was my fault for doing so. I believe that they covered the tires in some foreign substance in order to obscure the fact that they did not install the correct tires.

  All I asking for is that Plaza *** provide approximately $1200 in order for me to purchase and install the promised and necessary **-rated all season tires for safety reasons, preferably run-flat if available. I ask for the install outside of their shop for various reasons including the fact that they clearly lack product knowledge and have proven themselves incapable of providing the agreed upon tires. Additionally, I simply do not trust them with my vehicle. I believe it best for everyone that a disinterested third party private tire shop (e.g., recommended by **** ****, etc.) do the switch.

  I appreciate your attention to this important matter.

  Thank you and kind regards,
  

  
  Dr. ****** *****

• Initial Complaint

  Date:01/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 21st, 2023, I took my Mercedes Benz C300A Cabriolet to ******** **** ** ************ ********* The Mercedes Benz emblem on the front doesn’t not illuminate around the entire circumference. It only illuminates 180 degrees. The service technician, **** informed me this is something I would have to pay out of pocket because my warranty does not cover this item. So, the final charge was $500. I have purchased 5 Mercedes Benz’s and two from this dealership. It’s always a nightmare when it comes to honoring the warranty or giving me a car, I always have to take back because things are not in compliance initially. This is my 2nd or 3rd BBB & attorney general’s office complaint with this dealership. ALSO I HAVE CONTACTED MERCEDES BENZ CORPORATE AND FILED A COMPLAINT VIA THE ATTORNEY GERNERALS OFFICE OF MISSOURI.

  

  Business Response

  Date: 02/07/2023

  Good afternoon,

  I have reviewed this complaint with the service manager and the fixed operations director and determined that we had offered to replace the illuminated star emblem on Mr. ***'s Mercedes and had the appointment scheduled. Mr. *** missed that appointment, we are still happy to replace the emblem as we previously agreed to do. We will be reaching out to Mr. *** to reschedule his appointment for this repair. Thank you and have a great day

  Sincerely,

  ***** *****

  Market Controller 

  Plaza Motor Company

  Customer Answer

  Date: 02/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  Because they want me to pay $500 and I informed them when they called my car will no longer get serviced there. They are playing the BBB as if they are being helpful.
  
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 14, 2022, I took my vehicle to Plaza Infiniti for check engine light service. I provided the service department my car symptoms of: sputtering, heavy shaking and low acceleration. At this time, they put the vehicle on a machine to advise what the issue was and what is needed to fix the car. After, paying $2800 and picking up the vehicle the check engine light is still on. None of the work resolved my issue. I was told I need to put the vehicle back on the machine to find out the issue of the vehicle. I have ask for a refund as the "machine" did not provide a correct diagnostic from the first time. I have now replaced parts that did not have the issue and is being drained for more money. I was not provided the correct and informed information to make the best decision for my family and vehicle. I would like Infiniti Plaza to make this right.

  

  Business Response

  Date: 12/16/2022

  Good evening,

  I have spoken with the service manager about this repair. When the vehicle was brought to our shop it had multiple diagnostic trouble codes stored. When there are multiple codes the diagnostic flow chart provided by Infiniti directs the technician on the repair that should be made.  Since there were multiple codes it often indicates multiple problems may be going on at the same time.  The flow chart gives the technician a starting point to clear the trouble codes with the understanding that there may be additional repairs needed to address all the trouble codes. This situation was explained during the initial visit. The service engine light did come on again and the vehicle was towed back to the dealership. We again utilized the diagnostic charts provided by the manufacturer to determine the additional repairs that would be needed. We do understand that having unexpected vehicle repairs can be a burden. Our Market Director ***** ****** did offer to discount the additional repairs by 1,000 to help assist and relieve some of the burden of this expense. This offer was not accepted, and the customer requested the vehicle be towed back to their residence. We stive to provide excellent customer service and are still offering the discount of 1,000 toward the additional repairs needed.

   

  Sincerely,

  ***** *****

  Market Controller

  Plaza Motor Company

   

   

• Initial Complaint

  Date:11/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Auto repair. Quoted $ 170 to buy & install a drive belt on a 2001 Infinity i-30. Was told it would take one hour to complete. Was told this by the woman who gave me the initial quote over the phone when I scheduled the repair & again when I sat down at Plaza Infinity with the man in the service department, *****. 4 hours later, I was told it was missing 2 bolts and they had to order them from ***********. They were kind enough to give me a ride back to my house. Next time I heard from them was when i received a call days later telling me the car was ready to be picked up and if I had any questions, to call. I called to find out how much more the additional 2 bolts from *********** was going to cost, but never received a call back. I got a ride from a friend after waiting most of that day.When I got there, I was presented with a bill for $ 700. $ 170 for new belt and installation..........they billed me $ 700.....then 630 after applying a senior citizen discount.170 was a fair price and why I took the car to them. That just never happened. They lied.

  

  Business Response

  Date: 11/14/2022

  Good afternoon,

  I have reviewed this file with the service manager at Plaza Infiniti. The customer's vehicle was brought in for the drive belt replacement. This was the obvious repair needed and the original quoted price was for this repair. After beginning the job that is when it was discovered that the belt came off due to a missing nut and bolt on the alternator. This wouldn't have been identifiable without getting into the repair. At that time, we let ************************ know that we would need to replace the missing bolt and nut. He did approve the additional repairs and was given an updated quote. The service manager did speak with him, and he indicated he thought the repairs were too expensive, the service manager applied a 10% senior discount which did reduce the repair cost from the original quoted price. We strive to provide excellent customer service and although we understand the frustration of needing additional repairs those repairs were necessary to complete the repair and were authorized. 

  Sincerely,

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

  Market Controller

  Customer Answer

  Date: 11/14/2022

  Complaint: 18378566
  
  I am rejecting this response because:
  I was NEVER consulted after I was told the extra bolts needed to be ordered. An over $ 500 addition to the original $ 170 quote....for 2 missing bolts is CRAZY. I was clearly robbed by Plaza Infinity and they continue to lie about what they told me and when. The first I was told how much I was to be charged for the 2 bolts came when I received the over-inflated bill at $ 700 when I came to get the car. These people are clearly unethical in every respect.

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

  

  Business Response

  Date: 11/15/2022

  ************************ was at the dealership and was informed of the need to replace the missing nut and bolt. This was during the same time we made arrangements to get him transportation back to his home. The additional cost and nature of the repair needed were discussed with ************************ while he was in our dealership during his initial visit. We were not able to predict the need for the bolt replacement so would not have been able to give a more accurate estimate for the replacement of the drive belt.  We understand it is never pleasant to be faced with automotive repairs but have done our best to provide excellent customer service by properly diagnosing and repairing Mr. *********** vehicle and providing transportation when it was determined additional parts would need to be ordered. The original estimate was accurate given the information we had when it was quoted. When additional information was obtained, and we had to update the estimate to include all needed repairs.  

  Sincerely,

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

  Market Controller

  Plaza Motor Company

  Customer Answer

  Date: 11/15/2022

  Complaint: 18378566
  
  I am rejecting this response because:
  
  iT IS A COMPLETE FABRICATION FROM WHAT HAPPENED. THE FIRST I WAS INFORMED ABOUT THE CHANGE TO THE COST WAS WHEN I WAS PRESENTED WITH THE $ 700 BILL. UP TO THAT POINT, IT WAS $ 170 7 THEY WERE SENDING TO *********** FOR TWO BOLTS.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/07/2022

  12/07/2022: Mediator sent an email to the consumer requesting an update.  Email bounced back.