ComplaintsforSewell INFINITI of Dallas

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Q50 was taken to Sewell Infiniti of Dallas for repairs because the automobile kept stopping. The car was purchased at ****** Infiniti of Grapevine, TX. ****** failed miserably to repair the car, however, they were paid over $38,000.00 to make repairs. The maintenance department was very difficult to work with and we were left with a lemon. Then the automobile was taken to Sewell for the repairs. Sewell's maintenance supervisor was very rude and I believe conspired with ******. Both dealerships reported that the car never received oil changes and the report from CARMAX showed differently. Both Sewell and ****** made the same report to my insurance company (State Farm). Both dealerships were more interested in selling us a new car rather than trying to make a resolution for repair. Sewell wanted an additional $30,000.00 if we did not repair the car. Sewell reported that the engine was blown and that was the replacement cost. The car was driven into the dealership and running and became inoperable under Sewell's watch. We were in the process of towing the car away from Sewell and the car disappeared. I contacted Infiniti Corporate, ******, and Sewell to give me the location of the car. We have never gotten a response on where the car is. The car was stolen and we had many valuables and none of them have been recovered to this day, we have not seen or have any knowledge where the car is.

  Business response

  04/09/2024

  To whom it may concern,
  
  On February 9th, 2023,the customer came into our service department for an oil change and a check engine light diagnostic. The customer expressed other concerns with the vehicle as well- a Stabilitrak light was on, and the customer stated that the vehicle felt like it was hesitating to accelerate. In addition to these concerns, they also stated that when switching between first and second gear at lower speeds it felt like the vehicle was struggling to catch, which would cause it to buck.The customer spoke to ************************* who was the Service Advisor during this visit.
  
  Once the vehicle was examined by **************, the technician found small and medium-sized metal debris in the oil pan. Sewell recommended that the customer either replace the engine or trade the vehicle. The customer was also offered the option of picking up the vehicle without making any repairs.
  
  On February 15th,2023, the customer visited the sales department and left without purchasing a replacement vehicle. The customer proceeded to leave with our loan car, which was provided on the first service visit. Sewell made several unsuccessful attempts to communicate with the customer so they could pick up their vehicle and return the loan car.
  
  On March 20th, 2023,*************************, the Service Director contacted the customer to inform them that the vehicle was considered abandoned since they had not picked it up after repeated requests to do so. The customer remained unresponsive.
  
  The customers vehicle was repossessed by the lienholder, who provided required documentation to Sewell Infiniti on April 5th, 2023.
  
  Notwithstanding repeated requests for the customer to return ********************* loan car, the customer continued to possess the loan car until May 8th, 2023 when Sewell visited the customers residence to ask for the vehicle back.
  
  If the customer has any questions regarding why their vehicle was repossessed, they should refer those questions to the lienholder.
  
  Regards,
  Sewell Infiniti of Dallas

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **************** experience was horrible! I have been a long time 12 year customer of *******************************************! I felt like I could trust *****, but he has been by far the worst manipulator that I have met in the car industry. He was literally charging me over $1800 plus dollars to install the **** hoses and oil change per our conversation over the phone. Then he dropped down to $1600 then to $1400! I felt like he was running a "CON." So, I told him not to do anything to my car and I would pick it up that day by 6 pm.On my way, I get a text message indicating that the oil was changed. I told him why would I want to get oil changed if the car was not running properly and it would cost $1800 plus dollars to get it repaired. He said it was too late. On top of that , I had a 1000 miles left on my oil change. Now, if he was trying to provide EXCELLENT customer service, why would he proceed with the oil change. Yes, I signed the paper before I left requesting an oil change since I was there to get the car fixed. I thought it was spark plugs when I dropped the vehicle,but it was evape hoses needing to be replaced. I asked for Manager when I made it to the dealership and he was in cahoots with him from his NONCHALANT response! "Oh we change oil before it is due all the time!"I have a lot to lose so I was not about to argue with the likes of those con artist! So, I paid and left. I would rather walk until my feet start to BLEED before I set foot in Sewell Infiniti dealership again. Yes, he was well aware through phone conversation and text message that I no longer wanted the oil change.It was like I was dealing with ******************** (mob) on yesterday at Sewell Infiniti! Sewell is definitely guilty of PRICE GOUGING! I was charged $245 for diagnostic which seemed a bit ridiculous and the difference was for the oil change which I asked for and then subsequently declined.*****************************

  Business response

  03/06/2024

  ************ brought her vehicle in at 11:18 AM on 2/13/2024. *************************, her service advisor, greeted her and listened to her concern about the check engine light and vehicle running rough. ***** explained in detail that we would need to perform a diagnostic to identify the issue and since the vehicle was no longer under warranty the diagnostic fee would be $245. During the conversation, ************ also asked for an oil and filter change to be performed. ***** reviewed the service history and let her know that she wasnt due for another ***** miles, but ************ chose to proceed with authorizing the diagnostic fee and the oil change for an initial estimate of $356.99. 
  
  The technician proceeded to diagnose the customer concern and complete the authorized work on the vehicle, which included the oil change, as well as performing a complimentary Multi Point Inspection. 
  
  ***** called ************ with the findings of the vehicle diagnosis as well as the findings of the multi point inspection. ***** offered pricing to take care of the diagnosed issues (evap hoses) and the other items on the vehicle. When ************ chose not to move forward with repairs, ***** offered pricing to just repair the diagnosed evap hose issues which was also declined. 
  
  When ************ arrived to pick up, the total amount was $349.29 which was less than the previously approved amount of $356.99. ************ voiced her displeasure in the oil change being completed despite the vehicle needing additional repairs. ****** explained that our process was to complete work that was initially approved on the car and that during our process we will complete the oil service while we are doing the multi point inspection. 
  
  It is Sewell Infinitis opinion that all repairs that we approved were completed and delivered to the customer as the customer received the diagnosis for the Check engine light and the oil change was performed as initially requested. 
  
  If there are any additional questions, Ms. *************** contact ******************* at ************** or by email at *****************************.
  
  Sewell Infiniti of Dallas 
  

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I brought my GMC Sierra into Sewell for an oil change and to investigate water coming into the rear portion of the cab. After their Diagnostic they determined that the water was coming in from underneath the spoiler and once removing the spoiler that was not the case. It took me physically going to the vehicle after their initial diagnoses to have them investigate where the actual leak was coming from. My service manager ******* **** incorrectly listed there being cracks in the rear sealant when the issue is in fact a cracked power sliding window. When ******* wrote the report and checked with extended warranty insurance he stated that the sealant has cracks in it instead of the water leak path due to cracks in the rear sliding window plastic upper rail glass guide. This has caused the warranty to deny the claim and has forced me to pay out of pocket for the cost. This is a known defect in theses vehicles and the cost to remediate the issue should not fall upon me. On the known issue there is an official GM Bulletin # ********* there are pictures and official steps to remediate the issue and it accounts for 1.9 hrs of labor. I was charged $1,031.90 and Sewell refused to provide me with an itemized breakdown for the labor hours and I believe I was severely overcharged for the labor hours as well. Also not that it is of much expense but there are 8 nuts in the removing the spoiler on the rear portion of the cab that have to be loosened to access the area needed to repair and Sewell charged me $73.44 to replace all of these nuts as if all of them were lost in the removal process. 1 or 2 of the nuts are lose and roll around the cab when I turn while driving with the vehicle that I cannot access to remove. Sewell tried to deny that my headliner was attached when I took the vehicle in for service and has returned the truck to me with the rear headliner unattached and creased where their technicians did not handle the headliner appropriately during the remediation of issue

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In Jan and March 2022 I brought my ************ for recommended needed repairs. I spent $5000 in repairs for my vehicle. My car started to have issues again in April my car blew white smoke and stopped in the middle of an intersection. My car was towed back to the dealership. I was told it was the radiator and it would be almost $1600. After expressing that I have spent over $3000 in repairs just a couple weeks ago I couldn't afford another $1600. Sewell decided to cover the labor cost leaving me with a $499 bill. I paid the bill and these were the reported repairs: Replace radiator upper & lower Hose Radiator lower Radiator assy Clamp hose Thermostat Gasket Seal-O-ring Hose radiator upper Fast forward to May 29, 2022 my car stops again and white smokes blows from hood accompanied by a leak. I was provide with a bill saying if will cost $519.74 to fix a hose connector and side heater hose. These repairs sound similar to the repairs there were supposed to be fixed back in April of 2022. At this point I believe the car dealership is not fully completing repairs and milking me for more and more money. I have spent over $5000 with with dealership with repairs and my car is still having issues. I would like my car fixed without additional payment from me because is appears the technicians at Sewell Infiniti Dallas may be at fault at the continued issues with my car. As a customer I have been extremely patient. I think the dealership could be taking advantage of because I am a woman and have limited knowledge about cars. But I know what is going on here isn't right and something should be done about this.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  see attached

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in for service and my Mirror was broken when I received my vehicle back.

  Business response

  02/07/2022

  Business Response /* (1000, 16, 2021/12/08) */ To whom it may concern, The original complaint went to our Sewell Infiniti of Dallas dealership. After investigating the complaint, we determined Mr. ****** had serviced at Sewell Buick GMC of Dallas. We are happy to replace the mirror and resolve the concern for Mr. ******. Brad M*****, Service Director at Sewell Buick GMC of Dallas, will reach out to get the matter resolved. If there are further questions or concerns, you may reach out to Brad M***** at 214-956-3783 or email at bm*****@sewell.com.

*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. ↩