ComplaintsforCrossroads Infiniti South, Inc.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 27, 2023 I purchased a 2017 2SS Camero from Crossroads Infiniti of Apex, Once the sell was made I proceeded to drive the car off the lot. As I continue to drive the vehicle leaving the dealer the check engine light came on and the car announced that it was powering down and the car shut off. I waited a few minutes to start the car up the car started and I drove the vehicle back to the dealership to let them know the vehicle had cut off on me. Once I returned everyone was gone home, so I filled out paperwork (service Sheet) to let them know what I had just experienced. I called the dealership the next morning to follow up on the complaint that i had on the vehicle. I told them I was no longer interested in purchasing this vehicle. The supervisor ask me to allow them to make it right ( they would repair the issues that the vehicle had). I agreed. They provided me with a rental vehicle for a few days, when I picked my vehicle up and drove to my home the vehicle still had the same problems. The dealership provided me with another loaner (this was my second loaner) on 21 Dec 2023 for several weeks, they called and told me to come pickup my vehicle from the ******************* As I was driving the car to my home the problems continue to exist. The Infiniti Of APEX failed to fix all findings that was on the invoice provided by Chevolet Dealer.

  Business response

  02/23/2024

  While it is unfortunate that the customer is unhappy with her vehicle, ********************************************* of Apex is not responsible for any additional repairs to her vehicle.  Crossroads made efforts to address the customer's concerns and paid for an outside repair facility to review their work and provide a diagnosis.  The diagnosis revealed that the additional items of concern on the customer's vehicle are wear and tear items.  Much like tires, these wear and tear items are not the responsibility of Crossroads Infiniti of Apex.  Instead, these repairs would be handled by customer payment and can be replaced as she chooses.  Crossroads Infiniti of Apex has already paid for diagnosis of these concerns for the customer and she will reap the benefit of this payment should she choose to have the additional repairs addressed.

  Customer response

  02/27/2024

   
  Complaint: 21322353
  
  I am rejecting this response because:I have proof from date of purchase 10-27-23.I will forward paper work this evening.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2017 Infiniti QX60 in May, 2023. We had been looking for a car for a while and was told when we came in that we could purchase a bumper to bumper extended warranty for this vehicle if we purchased it. There were 2 different things that I specifically asked for, a warranty and a tow package added to the vehicle. We were told that it would not be a problem on either. I was very adamant about the extended warranty as there have been issues with used cars in the past. I signed all of the documents and asked multiple times if it covered everything and was told absolutely by the finance person we dealt with who had only been with the company 3 months. Our wheel baron went out within 2 weeks and they covered it 100%. Another wheel baron went out a couple of months ago and we were told we would have to pay over $1000 to have it fixed. I called and spoke with **** who told us that we did not have an extended warranty but he would check in to it and get it fixed. They did a courtesy repair and we had to pay a $200 deductible but I told them I wanted my warranty fixed immediately. He told me that the finance manager would call me back to have it corrected but he was out sick. We waited a month with no phone call even after I called once a week with no return phone call from anyone. I ended up calling again and was finally able to speak with the general manager and was told he would look in to it and call me back same day. That was last Wednesday and I have not heard anything back even after leaving multiple messages for him. I was also told that this is a Christian ***** company and they would make everything right when we purchased the vehicle. There is nothing further from the truth! They lied to get us to purchase the vehicle and then we are unable to get a call back from anyone. I know we purchased this warranty and was told by 3 different workers there that the warranty was purchased but now am unable to get any help or assistance from any employee that works there! The general manager has been very unhelpful and refuses to call me back regarding this which tells me they screwed up and don't want to deal with it. I need this corrected ASAP!! I am terrified that something else will go out on this vehicle and we will have to pay out of pocket to get it fixed and no one at this company cares which makes it not a Christian ************** We have only had this vehicle 5 months and it has already been in the shop twice.

  Business response

  12/13/2023

  The General Manager of Crossroads Infiniti of Apex spoke to this customer when her car was in for repair and explained to her that her warranty is in place, however, her warranty does not cover normal wear and tear, like the replacement of wheel bearings or tires.  Though her repairs were not covered under her warranty, Crossroads Infiniti of Apex extended goodwill to this customer and covered the entire cost of the first wheel bearing replacement, and only required her to pay her $200 warranty deductible on the second.  While it is unfortunate that this customer remains unhappy with the required service of her vehicle, Crossroads Infiniti of Apex has made repeated attempts to satisfy her and assure her that her purchased warranty remains in place.

  Customer response

  12/14/2023

   
  Complaint: 20994249
  
  I am rejecting this response because: I was told on multiple occasions before buying this vehicle that I had bumper to bumper warranty but when I took it back in they stated that I only have powertrain warranty on the vehicle even though I purchased the bumper to bumper. I understand the wheel bearings are considered a wear and tear item but I was also told by the service department that it was powertrain only.  When I called the general manager I am unable to get a call back which is very unprofessional.  If the car is covered, I need that in writing because I am not going through this again.  The only thing that Infiniti of Apex is interested in is making a sell and not taking care of their customers.  A returned phone call with this information would have been acceptable, however it was never done.  Please reply with which warranty I have and all of the parts that it covers.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother and I (co-signed) a 2023 QX 60 Infiniti SUV on 29 May 2023. From the beginning, we had issues with the purchase of the car. We wanted the car to come with the Welcome lights & running boards. The car we test drove was already purchased but they found one in ** for us. They had to install the running boards. Our dealer, RJ *************, stayed in communication with us as to when the car would be delivered & available for us to pick up. On 31May23, ** contacted us & let us know that the car was ready, with running boards installed as this particular SUV already came with the welcome lights. Upon arrival, ** informed me that the service team "didn't have time to figure out how to install the running boards so I may not see the welcome lights." Looking puzzled, I asked if installed incorrectly would they fix it? He said he didn't know but he'd find out. ** it was light out, when I got in my garage, I opened my door and sure enough, the lights weren't installed properly. I notified *******, my Finance guy ************* & notified him as he had been the person to assist with getting answers throughout the purchase. When I explained what happened, he didn't believe me. He got the Finance Mgr for me to repeat the story. On 2 June, a Customer Affairs rep ************* called me and apologized. She said they'd redo the installation, wanted to make my first month's car payment, $1705.76, which was due 13 July, and asked me to wait to complete the dealership's survey of my experience until after they made all corrections. I reached out to Customer Affairs inquiring on the ************* never responded. 17 July, I filed a claim (********) with their Corporation (via *****) & then suddenly, on 18 July 23, I received a response from Apex saying they'd be sending a check by the end of the week. Now they aren't responding at all & I haven't received the check. I want to bring light to this situation as their business ethics are poor. There must be some accountability.

  Business response

  08/02/2023

  Crossroads Infiniti Apex apologizes to this customer for failing to deliver funds as promised.  All monies promised have been sent via overnight mail and received by the customer.  ********************************************* Apex hopes to have the opportunity to serve this customer again in the future.

  Customer response

  08/03/2023

  I have viewed their response and I HAVE NOT received find from them. This is not a factual statement and I HAVE NOT received an apology for the treatment and service rendered to my family.  No one had picked up the phone and contacted to me to attempt to right this wrong. Treat people like they deserve, life we matter.  

  Customer response

  08/03/2023

   
  Complaint: 20397647
  
  I am rejecting this response because I HAVE NOT received any monies from you.  If you sent overnight yesterday then it could be delivered today but as of this moment, I've received nothing.  Not even a personal phone call from the Financial Manager to apology for this level of disservice. 
  
  Sincerely,
  
  *************************

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