ComplaintsforInfiniti of Columbus, LLC

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I visited Infiniti of Columbus on 7/8/23. There was a Certified 2021 Infiniti QX50 offered for sale at $34,200. I negotiated a price to $33,600 which also included roof rack rails both parties had a verbal agreement at $33,600. I did end up signing a sales order which included a line item of $1,395 for a Zurich shield 5 years. I assumed it was included in the $33,600 that we had agreed to because I did ask about it and the salesman said it was already been applied and that they couldn't "certify" the car unless it had this protection. It wasn't later (at time of financing) that I realized that it was ADDED to the price of $33,600 and that I was actually paying $34,995 (which was actually more than what the car was listed for sale). I told the salesman that it should have been included in the price that we agreed to. He said he was losing money on selling the car but he would reduce the cost of the the Zurich shield to $1,100 (his cost). I went into the dealership to talk to the GM. I told him that I thought this should be included in the cost because it was already added before we bought it. He said that the State of Ohio actually REQUIRES them NOT TO include items like this in the selling price. I'm pretty sure that's not the case. I have called multiple dealers who agree with me. I'm asking for the $1,100 refund for the Zurich shield, and I would like them to recognize that when you agree to a price with a consumer, you should not adjust the price for costs that are already part of the car. Everyone in the process was professional. I appreciate your time.

  Business response

  08/14/2023

  Complaint ID 20332895
  ***** ***** <*****************************>
  Attachments
  Aug 7, 2023, 3:56 PM (7 days ago)
  to [email protected]
  
  ***** *****
  Infiniti of Columbus
  Phone: ###-###-####
  Email:  *****************************
  From: ***** ***** <*****************************>
  Sent: Monday, August 7, 2023 11:19 AM
  To: [email protected] <[email protected]>
  Subject: Complaint ID 20332895
   
  Good Morning!
  
  I did not see the link in the letter I received regarding this complaint. If there is a different place I need to send my response, please let me know.
  
  I have included two documents which were both presented and signed by Mr. ********. We itemized and disclosed our paint and interior protection as seen in the first document. In an effort to practice a transparent sales process we are sure to itemize all add-on's when presenting purchase options. The first document was presented to Mr. ******** and agreed upon before he purchased the vehicle. The second document was also presented to and agreed upon by Mr. ******** in the finance office. 
  
  
  
  ***** *****
  General Manager
  Infiniti of Columbus
  Phone: ###-###-####
  Email:  *****************************
  2
   Attachments
    •  Scanned by Gmail
  

  
  

  Customer response

  08/14/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20332895
  
  I am rejecting this response because:  Read the reply from the General Manager.   He refers to the paint and interior protection as "an option".   This application was installed on the car PRIOR to the car was presented for sale, so how is that an option?   If it can't be removed (as this is), it becomes part of the car,  just as the wheels, tires, windshield wipers, etc.       Just because you itemize it doesn't make it an option.    We negotiated a price in good faith and reached a selling price agreement with the dealership.  That price should have included the price of the paint protection, not added after the fact.    I totally take responsibility for over-looking it as it is on the sales documents.      
  
  Regards,
  
  *** ********

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 2017 Infiniti QX 80 from a different dealer than Infiniti of Columbus. When we noticed we were having an issue with the vehicle we took it into Infiniti of Columbus to have the issue reviewed. Brad our service guy was very helpful in looking into the vehicle issues and reported that the vehicle needs a new warranty. Here is where the issue lies. The vehicle was originally purchased in Canada in March of 2018. We are the 2nd owner of this vehicle. In the vehicle warranty book for the 2017 Infiniti it shows that the vehicle has a basic warranty (4 years 100,000KM/62,137.119 Miles) The basic warranty for this vehicle is expired. The vehicle also has a (6 year or 110,000KM/68,350.831 Miles) this information can be seen on Page 1 of the attached warranty book from the Infiniti Canada website. On page 2 of the same manual you will find the below information showing that our vehicle is under warranty and should be covered. WARRANTY START DATE AND APPLICABILITY Nissan Canada Inc., (NISSAN) is the warrantor of your 2017 INFINITI vehicle. The warranty period begins on the date the vehicle is delivered to the first purchaser other than a Canadian Infiniti dealer (Buyer) or the date it is put into service, whichever is earlier. This warranty applies to INFINITI vehicles distributed by INFINITI, a division of Nissan Canada Inc., and registered in Canada and normally operated in Canada or the Continental United States of America (referred to as the Continental U.S.). This warranty is generally transferable to subsequent owners of the vehicle at any time ownership of the vehicle is transferred, without any action on your part. We have already opened a case with Infiniti of America (#********) we would like assistance in resolving this in a timely manner. Please help us work with Infiniti to verify that our vehicle is covered as they state in their documentation. Thank you! Elizabeth Buxton 614-633-6721

  Business response

  08/25/2022

  Very sorry for the hassle however to my knowledge this has been resolved. We are fixing the issue with the help of INFINTI. Please confirm.

  Warm regards,

  Joe B

  Customer response

  08/25/2022

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  

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