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Business Profile

Auto Repairs

Faulkner Infiniti of Willow Grove

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/16/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Certified Pre-owned 2020 **** March 2, 2023. The car had scratches on the bumper and the dealer agreed to fix. The car did not go into the shop until Mar 16th and I did not receive the car back until the March 30th. When I brought the vehicle in On the 16th I ask my sales rep ************************* about the front bumper. I showed him how I had to pop the corners in. I also inquired about the white looking paint in the grooves of the bumper. He informed it was just white composite from work that was done, and he could whip it off. Also, when I picked my car up from the bumper repair, it was returned with some new scratches. The service dept. was able to buff them out. I didn't want to be an over picky customer, so I didn't push the issue. Going forward The bumper keeps popping out of place and getting worse, so I call the dealer and asked the next time I bring it in for an oil change can they just put clips on it. I was first told; Faulkner Infinite would not fix my bumper because is passed PA  inspection. I was very surprised and disappointed with that answer. Then I was told that they would fix the bumper and scheduled me an appointment. Then I get a call from the Service department saying the Bumper has been hit. I explained to them that I had previously identified that issue to ****************** and the damage and this was not new. I also asked ****************** to send pics of the so called new damage and he never sent me the pics. I realize this a not a Brand new, although new to me. I have a ****** showing where the car has some minor damage on the areas that I am also addressing, which I will be consulting with a lemon law attorney. Now Faulkner is showing not to be a reputable business. I should have known this Dealer unethical when they run my credit without my permission. I came to the dealer with my own financing.. ****** damage date is 12/2022

  • Initial Complaint

    Date:08/09/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Came to the dealership on Friday, 7/15 for a 40k mile check up and oil change. I was informed I would need front and back brakes. I had the front brakes replaced. I did not drive my car Saturday 7/16. On 7/17 my abs light came on. I did not immediately make an appointment as I thought it was a result of having them changed and it would go away but it did not. I took my car to the dealership on 8/4. I received a call telling me the light issue could be due to the back brakes or my battery. I knew it could not be the back brakes since I went to the dealership in Ardmore and they informed it was not time for my brakes to be changed. Steve assured me the issue was the battery and once it was changed the light would go off. It did not go off. Steve then informed me it was a switch assembly stop lamp. They charged me over $500 for a battery that was not the issue. The stop lamp was not even mentioned as a possible cause. When I questioned him on this he spewed a bunch of mechanical terms which I’m sure he knew I would not understand. If the issue was not known, I should not have been guaranteed the battery would fix it. When I received my car back, the air was blasting and my tank was literary on empty. No gas at all. I barely made it to the gas station. Steve stated gas is not replaced when they need to run test and it is listed on the receipt after you’ve already paid. That makes no sense at all. Even if test are required, my air conditioner does not need to be on max to do so. They are scam artist at this dealership and do not want to admit they made a mistake. We are in a recession and I am a single mother. This was highway robbery.

  • Initial Complaint

    Date:08/03/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 2019 Infiniti *** from willow Grove INFINITI in February 2022,and it was suppose to be a pre own certified. I immediately had issues with the safety of the vehicle all 4 rims are bent . I alerted the dealership and they made a 3rd party attempt to fix the issues and the issues still exist. I went for a second opinion at Infiniti of ********* pa and was told about the Crack in poor condition rims .The situation has gotten a worst because now the rims are cracked and is a safety issue. I asked for the report before time.of purchase and was giving the wheel and tire information after I signed the documents. The service report shows the rims had previous issue before my purchase. It was a pre own certified which mean a 165 point inspection was supposed to be done and it wasn't

  • Initial Complaint

    Date:06/20/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Cheers, in April, I put a deposit down on a ****, and was told it would be given back to me. On 14 June $2,000 was supposed to be refunded to me and it never was, even though they say it was. I provided the dealer my credit card statement showing no money went back to my account 7 days after. They are refusing to refund me the money which we agreed upon. I have attached my current statement which shows that it has not been returned to me and on April 13, highlighted where the charge was paid.

  • Initial Complaint

    Date:06/16/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 originally took my car to a certified mechanic on May 16, 2022 for an oil change and a "check engine light" notification. My mechanic ran a diagnostic on the engine to which resulted in Error Code *****, which is indicative of a timing chain issue. My mechanic advised me to take the car into the Infiniti dealer, since my car was still covered under the power-train warranty. I then took take my car to Faulkner Infiniti on May 17, 2022. I explained to the service technician ( Nick) that I just had an oil change and had a diagnostic done on my engine due to the check engine light. I also told Nick the error code my mechanic found (*****). Nick told me this would be a lengthy process due to the warranty claim process. At that time, Nick took my car and gave me a loaner for my convenience. After 1 week I reached out to Nick for an update on my vehicle. Nick stated he had no updates and that the warranty process had begun. After an additional week I called Nick for an update, in which he informed me that the warranty company would need me to provide proof of maintenance /oil changes for the vehicle. I promptly emailed Nick 4 receipts that showed 4 oil changes in the past 18months. Nick stated that he forwarded all the receipts to the warranty company and was awaiting approval from the warranty company to proceed with the claim. After 2 additional weeks Nick notified me that the Infiniti service technician would need to drop the oil pan out of the engine to diagnose the the problem. Nick also told me the costs of this procedure will be picked up by the warranty during claim processing. After no further updates, on June 15, 2022 another service technician (Steve) notified me that my warranty claim had been denied due lack of maintenance. Steve also stated I would have to pay all labor costs at the amount of $641.00 to get my car back. I emailed Nick that night with no response. I paid the bill on June 16, 2022 and my car still has a check engine light notification.

Faulkner Infiniti of Willow Grove is NOT a BBB Accredited Business.

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