Complaints

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:01/30/2025

  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.

  I started to order me a new Escalade 2025 and while I was in the process of ordering it from ************************** Cadillac informed me that they got the similar Escalade in transit at Crest Cadillac. Would you like to continue buying that one and I chose yes.After that, it start asking me how would you like to pay if youd like to trade and I chose that yes I would like to trade a vehicle at that moment it ask you to put the *** number and all your information and it gave me a price of $72,000 Next day when I went to the dealership, the guy named ****** over there is very rude very unprofessional very unethical pretty much told me thats not the price we can offer you. We can offer you ****** because thats what shows on CARFAX when I asked him that I got $72,000 on yalls website and its a ************************** he said theres nothing we can do and thats it so I would suggest guys stay away from thieves go find you another dealership but do not do business with Crest Cadillac. I am in the talk with Cadillac and Cadillac told me to contact the ** and once Im done talking to them and theyre still not honoring that price call Cadillac back. I have also filed a complaint in ****** with the transportation department.

  Business Response

  Date: 02/17/2025

  I spoke to Mr. **** and got him taken care of. We sold him a new Escalade. There was a misunderstanding, but we got it resolved. He is happy with us now

• Initial Complaint

  Date:10/29/2024

  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.

  Im filing a complaint regarding the Cadillac dealerships unprofessional handling of my vehicles infotainment issue. My vehicle, a 2023 Cadillac XT6 with a rebuilt title (rear-end damage, unrelated to the infotainment), had a nonfunctional screen that only displayed the camera. After inspection, the dealership suggested replacing the screen module at a cost of $1,500 but stated this might not solve the problem and is nonrefundable. I found this unreasonable given the high cost and lack of ************ avoid unnecessary expenses, I purchased an OEM screen myself for $200 and confirmed it wasnt the issue. This saved me from spending $1,500 on the dealerships inaccurate suggestion, proving their diagnosis was incomplete and misdirected.Instead of burdening customers financially, I believe the dealership shouldve used available resources to confirm the solution prior to recommending an expensive, nonreturnable part. Their restrictive policies only benefit them, leaving customers to bear unnecessary costs. This misdiagnosis also caused delays as I had planned to sell my car, but I couldnt until the infotainment issue was resolved, tying up significant funds.Given the incomplete diagnosis and financial risk placed on me, I request BBBs assistance in a reasonable resolution from the dealership to guarantee repair of the correct issue. Thank you for your attention to this matter.Uploaded pictures will show the original screen, as well as the replacement screen and the issue remain the same.

  Business Response

  Date: 11/06/2024

  Good morning,

  There is a process for diagnosing a radio problem. The first step we recommended was the correct one. As far as the pricing, we use exclusively Factory GM parts and they tend to be more expensive than some aftermarket options. The customer stated that he has a branded/salvage title on his vehicle and i verified this through **. When this happens the warranties become void with the exception of recalls. We would be happy to further diagnose his vehicle per his request since he has eliminated the screen as the problem.

  Thank you,

  ***** *****

  Service Director

• Initial Complaint

  Date:07/31/2024

  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.

  Filing a formal complaint against Crest Cadillac staff (***********************, ***** supervisor , and service Director ********************* for repeated negligence. I had my Escalade towed to Crest Cadillac with a new engine recently installed by another shop with an engine issue trusting they would get it repaired and safe for the road . My warranty company and I paid over $3K, for the repairs but my engine light came on less than 2 miles from leaving the service department. I called my service advisor ***** immediately expressed my concerns he clearly told me to keep it and continue driving it over the weekend. 2 hours later it seized up and came to a dead stop as I came off the freeway and could have caused a serious accident and hurt my family and anyone on the road. I have a video of that actually happening. You can hear the cars going by. I had it towed back to the dealership to be worked on it again when they told me it was everything was fixed but they were going to charge me $4200 for damaged catalytic converters. I made it clear that if the catalytic converters had had issues they wouldve charged me for them before I left the dealership. I had to argue back-and-forth with the service advisor till finally I sat down with the service Director ********************* to get him to approve them. On the contingency Only if I took my ****** review down, which made it sound more like a threat to get my truck back than a gesture to make it safe for the road again. When I informed them that the truck had broken down again, my service advisor not only refused to provide me with a loaner car, but also stated that I would have to wait in line like everyone else and that Crest Cadillac would not pay for any further repairs. His exact words were, 'We're not going to pay for a **** thing,' demonstrating a blatant disregard for my situation and the ongoing problems with my truck. Crest refuses a loaner car, avoids responsibility. Discussing with warranty company and engine manufacturer

  Business Response

  Date: 08/17/2024

  Hello, 

  I had ******************** Advisor *********************** write down the list of events regarding repairs on his vehicle. I would like to note that we were working on a used engine replacement from another repair facility that was not in the best condition. I am not sure why **************** did not take it back to his original repair facility when the problems first started occuring. Below is *****'s account:

   

  APRIL 5TH / BROUGHT CAR FROM MAJOR AUTOMOTIVE WHO REPLACE USED ENGINE AND TRANSMISSION.DUE TO ENGINE WOULD NOT STAY RUNNING, AND WHEN IT DID RUN IT WAS VERY ROUGH. ***** MILES
  CAR WAS TOWED IN WITH DEAD BATTERY. WE HAD TO REPLACE BATTERY. ALSO REPLACE SPARK PLUGS WITH OEM DELCO PLUGS AND FOUND BAD WIRING TO THROTTLE BODY, WHICH AFTER SEVERAL CHECKS FROM MAJOR AUTOMOTIVE  , **************** WARR DID COVER THE BAD WIRING.
  THE ENGINE WOULD RUN BUT VERY ROUGH AND MISFIRING. WE THEN FOUND LOOSE GROUND WIRES ON BACK OF CYLINDER HEAD AND RUBBER GROMMET FROM ENGINE COVER IN CLYLINDER 5.
  AFTER PERFORMING THE NECESSARY REPAIRS, THE CAR WAS RUNNING PERFECT AND NO ENGINE CODES.
  **** PICKED CAR UP. 5/11/24
  ON THAT DATE THE **** CALLED BACK AFTER REFUELING AND SAID THE CHECK ENGINE LIGHT HAD COME ON. HE WANTED TO BRING IT BACK AND GET A LOANCAR.
  I TOLD HIM IT SHOULD BE OK TO DRIVE SINCE THE *** WASNT FLASHING AND WE DIDNT HAVE A LOAN CAR FOR HIM AT THAT TIME.
   **** CALLED BACK 90 MILES LATER AND ENGINE STARTED MISFIRING REAL BAD, SO **** STOPPED AND CALLED US TO TOW IT BACK TO THE DEALERSHIP. ***** MILES
  CAR WAS ****** BACK 5/13/24 WE DID TEAR DOWN AND FOUND  CODES P0420 AND P0430 FOR BOTH **** AS WELL AS # 5 INTAKE VALVE SPRING WAS BROKEN AND VALVE WAS BENT..NEEDED TO REPLACE LEFT CYLINDER HEAD. WARR SENT NEW HEAD  WHICH WE REPLACED, BUT WARR WOULDNT COVER ****, AND SAID THERE WAS NO WAY TO PROVE THAT IT CAUSED BY THE BAD HEAD ISSUE.
  **** MET WITH ******************* AND MYSELF TO DISCUSS THE **** REPLACEMENT, WHICH ************* SAID WE WOULD COVER.
  AFTER **** WERE REPLACE **** SENT OUT HIS INSPECTOR ***** TUESDAY JULY 16.
  ***** THEN PUT TOGETHER A LIST OF HIS OWN WHICH INCLUDEDDRIVING THE CAR ANOTHER 100 MILES UNTIL ALL 8 SENSORS WHERE CLEARED, REPLACE THE OIL DRAIN PLUG, REPLACE ALL FASTENERS TO THE ENGINE AIR CLEANER AND A COMPLETE DETAIL BEFORE HE WOULD PICK THE CAR UP.
  JULY 19TH **** SAID HE WAS SENDING HIS INSPECTOR BACK OUT TO CHECK THE CAR BUT DIDNT.
  **** PICKED THE CAR UP FRIDAY NEXT EVENING.
  **** CALLED ME BACK MONDAY MORNING WITH A VIDEO SHOWING HIM REMOTE STARTING THE CAR. IT WAS MAKING A DIFFERENT SOUND, BUT COULDNT TELL FOR SURE WHAT IT COULD BE.

   

  Thank you,

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

• Initial Complaint

  Date:07/26/2024

  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.

  We were sold a faulty vehicle & an aftermarket vehicle warranty (MPP/Mechanical Protection Plan) who refuses to repair the vehicle. We were also told by Crest Infinity that the vehicle had a clean CarFax history. However, the dealership we took it to for repairs has informed us that there is an incident reported on this vehicle prior to our ownership. Soon after taking ownership, the car began making terrible sounds upon acceleration. We took it to *******, ************ and it was documented that it needed a new transmission. It sat on their lot for over 2 weeks waiting for an inspector from MPP. He stated that bc the car did not kick off an error code, they would not replace the transmission. Upon advice from that dealership, we returned a few weeks later and made a subsequent claim, and again received the same response. At that time, we could not afford the repair, so the car was driven as little as possible. We recently took it back to a different Porsche dealership (*************) for an oil leak, and to again address the transmission issue. The inspector finally came to look at the car and agreed to put in a transmission. However, we have been told they will only put in a USED part (not even refurbished); when I questioned management about this, he said it was simply a numbers issue and they werent going to spend what was required to put in a new part. They are now also denying the oil with the oil leak. ******* Tampa has reported that the car needs new valve cover gaskets & updated timing cover bolts. *** is claiming they dont cover anything related to oil. However, our contract states they cover All internal lubricated parts. *** refuses to cover any repairs on a vehicle we have purchased their product for. It is a complete scam. I have reached out to Crest Infiniti and spoken with the Service Manager and he is refusing to stand by his customer, and will not repair a car they knew had been damaged prior to our purchase.

  Business Response

  Date: 08/08/2024

  We are very sorry to hear about the difficulties you've experienced with your vehicle and the challenges with the warranty provider. We stand by the quality and integrity of the vehicles we sell, and we want to address your concerns directly.
  
  Regarding the CarFax report, the vehicle had a clean car fax that was signed by the customer (see attached). As shown on the CarFax, the vehicle was serviced and checked out at Porsche of Plano on 7/5/23 and again checked out by us on 7/7/2023. 

  We are committed to ensuring your satisfaction and will do our best to support you through this process.

  Customer Answer

  Date: 08/12/2024

  I am rejecting this response because:   The response to our complaint does not address the failure of Mechanical Protection Plan (MPP) sold to us by Crest Auto Group.  They have a fiduciary duty to not only stand behind the vehicle the sold us (an obvious lemon), but the failure of the product they sold us; MPP.  Crest told us this company was reputable and would warranty their product/car should we encounter issues.  Their sales department specifically told us that the plan we purchased (silver) would cover everything except for interior and cosmetic damage.  They refuse to repair issues found by other authorized ******* dealerships.  This has put a huge burden on us as the vehicle is not dependable and has had to sit parked at the dealership awaiting authorization/repairs for weeks on end.  During this time, we are still making payments on the vehicle, paying for insurance and continuing to pay MPP for a very damaged vehicle.  Crest is unethical in this sales practice.  

• Initial Complaint

  Date:03/30/2024

  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.

  I came across a 2021 Lexus GX 460 online being marketed by Crest Infiniti, I showed my interest and contacted the dealership. Shehab was the sales rep I spoke with, and we discussed further on my interest in buying the car.During the sale process, I also provided my insurance details and other documentations requested. On the 11th of March 2024 , i made an initial down payment of $5000 and wired an additional sum of $40,000 for the car payment. At every stage of the payment, which was done in 3 tranches by myself, my brother and my partner. I confirmed with Shehab if he got the payment alongside the sender details. At some point, ****** requested for the sender ID's, which I provided to him To my surprise, ****** and the team started behaving in a fowl way and stopped responding to my messages. After pushing more pressure on them, he teaches out, saying they were no longer willing to sell the car to me because 3 people had made the payments, I became very livid and could not understand the rationale behind their conclusion.I asked why they did not raise any concern when the payments were being made, I carried them along on the payment progress *** provided every sender details, why didn't they raise a flag at that point, how could they be so wicked and in-human to wait till when I finished making payment before they came back with such act. I made it clear to them I was abroad during the transaction as I'm expecting a baby and needed some rest, only for them to compound my emotional situation issues with these weird news. I am wondering what sort of organization operates in the way and manner they are behaving.Another surprise is that I found out the car is back online for Re-Listing with no consideration for the contractual terms we were both operating upon, they had told me that on 1st April, they would validate and provide their final position, it's not April 1st yet and the car is back for sale, a Car I had paid for and waiting to take delivery.

  Business Response

  Date: 04/16/2024

  All monies have been returned to customer

• Initial Complaint

  Date:02/28/2024

  Type:Customer Service 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.

  Subject: Request for Resolution on Unfulfilled Window Tinting Agreement Dear Crest INFINITI Management,I am reaching out regarding a recent transaction involving the purchase of a 2014 **** Fusion (Deal #******) at your dealership located at *********************************************During the negotiation, it was agreed upon that window tinting would be part of the final cash offer for the vehicle. This agreement significantly influenced our decision to proceed with the purchase. We have since been made aware that this commitment is not being upheld, which is quite disconcerting and not reflective of the high standards of customer service and integrity we expected from Crest INFINITI.We trust this may be a misunderstanding rather than an oversight. Nonetheless, honoring agreements made at the point of sale is paramount for customer satisfaction and the esteemed reputation of Crest INFINITI.We kindly request that you rectify this matter by honoring the original terms of our agreement. Your expedient resolution of this issue will be greatly appreciated and will reaffirm our faith in your customer service ethos.Please contact me at your earliest convenience to discuss this matter. I am looking forward to your prompt and positive response.Thank you for your attention and cooperation.***********************

  Business Response

  Date: 02/29/2024

  Customer has been contacted and will coming in today at 3:00PM to resolve his concern.

  Customer Answer

  Date: 03/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/04/2024

  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.

  Crest Cadillac accepted my offer to purchase a vehicle on December 28, 2023 at 5:28pm CST, "We will do the ****** before fees and taxes.". This agreement was made via email and I can provide the complete email string. At ************************* (Sales Consultant) request, I called and we discussed details on how the sale would proceed. He asked me to send a copy of my drivers license and proof of insurance. I sent those and he said we would handle the details the next day. At no time was I told I needed to place a deposit to insure the sale. I got a call the next morning from the dealership that they had sold the vehicle to someone after we had made an agreement. I find this conduct extremely unprofessional and unethical. If something needed to be done beyond the below referenced agreement, ********************* (salesperson) should have informed me. The vehicle in question was as follows:2019 ****** Crosstrek KRE 5dr HB Limited AT Stock No: 63363A VIN:***************** Odometer:47672 I emailed the dealership requesting that they honor the deal. I was told by both *********************** and ********************* that the car could not be recovered. I requested that the dealership sell me a same or better Crosstrek or equivalent vehicle for the agreed upon price. ********************* said they would attempt to find a similar vehicle, but would do nothing about the price. **************** also proceeded to call me a "bully" for requesting that they should supplement the difference in a same or better Crosstrek. Their attempts to find a same or better Crosstrek did not yield any vehicles. Since we have now missed our end of year window. We were forced to purchase another vehicle for $2,500 more.

  Business Response

  Date: 01/22/2024

  Thank you for the opportunity to respond to the complaint submitted by our potential customer, *********************** (Customer.)
  

  ********************** (the Dealership) denies the Customers allegation there was a contract for the sale of the 2019 ****** Crosstrek. The Customer made it clear that he was looking at other vehicles at other dealerships after the Dealership attempted to finalize the sales process which would have held the vehicle for the Customer and prevent it from being offered from sale to other customers. Further, when the Customer indicated he was looking at other vehicles he did not indicate that he wanted to hold the vehicle in the event he decided to purchase this vehicle and not one of the others he was considering.
  

  In an effort to assist the Customer, the Dealership offered to locate another similar vehicle. The Dealership acknowledges it declined the Customers request the Dealership cover any cost of the other vehicle in excess of the proposed price of the original vehicle. As there was no contract for sale of the original vehicle, it is the position of the Dealership that it is under no obligation to provide the Customer with a vehicle for the exact price proposed for the original vehicle.
  
  It is the position of the Dealership the Customer was treated honestly and fairly and Dealership staff did more than what was required to assist the Customer.

  Customer Answer

  Date: 01/22/2024

  I am rejecting this response because:    The dealer's response in not accurate.  The emails clearly indicate that the dealership accepted my offer for the vehicle.  I discussed on the phone next steps to complete purchase the next day.  I was asked to send my drivers' license and insurance.  I did email those items.  In my final correspondence with the sales person, I asked if he needed anything further from me.  He told me no.  If the dealer is going to continue with this fabrication of events, I don't believe there to be a solution that will resolve my complaint.

• Initial Complaint

  Date:08/02/2023

  Type:Order 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.

  Tying to get financing and lied to saying I'm deceased when clearly I'm not won't help get me financing?

  Business Response

  Date: 08/02/2023

  The credit application ****** filled out had a social security number that all 3 credit bureaus reported as a deceased person.  No scores (n/a) reported on all 3 bureaus.

  Name: *************************
  Status: Red Flag Alert
  Red Flag Score: 9001:Deceased
  Redflag Input SSN recorded as deceased
  Inquiry age younger than SSN issue date
  Hit to the Decease Master File. SSA reports death benefits are being paid on the SSN
  SSN Issue date prior to input year of birth
  Deceased
  Deceased
  
  

  Also, income listed as $2500 month.  Payment that would have been submitted for approval was $725 (29% payment to income) a month which was over the 15% threshold most all banks cap auto payments.   

  Customer Answer

  Date: 08/03/2023

  My social Security number is 514-86-3773 I have sent in a copy of my social security card so they that's just an excuse I'm not dead I'm alive so that's a lie ?

  Customer Answer

  Date: 08/20/2023

  They said I was deceased when they pulled my credit but I have a letter showing they pulled my credit and it doesn't say I'm deceased?

  Business Response

  Date: 09/06/2023

  The letter this potential customer is not from the credit bureaus, but from our safeguard software when verifying the identity and credit worthiness of a customer. He submitted an online credit app with a deceased persons ***. The *** he provided was not the social security number on **************. In addition, he was not qualified from a credit standpoint for the vehicle he was wishing to purchase. 

  Our salesperson tried to verify the social at that time and said it was correct.  We also asked for a cosigner at that time as his income was insufficient to get an approval on a ******* payment regardless.
  

  Business Response

  Date: 09/06/2023

  Consumer submitted an online application with a deceased persons ***. The *** shown in his document/picture is not the *** you utilized on your credit application.

  The document you provided is not from the credit bureau.
  

• Initial Complaint

  Date:07/11/2023

  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.

  This place is a joke!! I bought a car here and had scratches on it. I was told they were going to fix it. The car was painted and they left over spray all over the back. That doesnt include when I first got the car they tried to tell me they would they would lower my interest rate if I would sign on the extended warranty plans they have thats kind of fishy because the bank dont negotiate extended warranty or interest rates !!!!Sad to say, but ********************* has better service than this place.!!!!!! the proof is right there in the pictures so they cant say I am lying!!! I will be getting a attorney!!

  Business Response

  Date: 07/11/2023

  Thank you for bringing this to our attention. It looks like we sent the vehicle to our 3rd party paint company to assist with scratches above the liftgate emblem on March 8, 2023. I apologize if they did a less than satisfactory job but we can readdress this issue for you with the company management team. I will reach out to you at the number we have on file. I can be reached at *********************. 

• Initial Complaint

  Date:06/15/2023

  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.

  5.15.23, I dropped off my 2018 Infiniti Q60 at Crest Infiniti with Service Advisor, Drake ***** for routine maintenance, Zaktek paint protection and an oil change. I was provided with an Infiniti QX55 as a loaner. 5.23.23, I arrived to pick up my car and was greeted by another Service Advisor who took me to the cashier to make payment. They stated they would bring my car around and locate Drake. I was given the invoice to review and pay but disagreed with the amount. The military discount that I was promised by Drake had not been applied. The cashier took the paperwork to him to update and returned it with $100 off. I asked if she would have him come speak with me because that was not what he stated. After reminding him of our conversation, he agreed and revised the paperwork again to reflect the $150 discount. In the meantime, I asked to see my car because I wanted to inspect the wheel repairs. We walked to my car talking about random things and I asked him to let me know which tires were the new ones (I purchased two new tires). As I was walking around the car, I guess he saw my facial expression and it was THEN that he told me the car had been badly damaged by hail in the storm (see attached pictures). I was out of state so I knew of no hail storm and he certainly had not mentioned it ONE time prior to me seeing it in-person. He said the cars they had for servicing were outside and sustained a lot of hail damage. In a state of shock, disappointment and frustrating, I asked what they were going to do about it since he went into no further detail. He said I would need to file a claim with my Insurance Carrier but they would do everything they could to “assist” with the deductible. I returned their loaner in the condition I received it, undamaged by hail. I asked why I wasn’t informed of the damages before seeing it for myself. Were they hoping I didn’t notice? Had they notified the other owners? *see attachment for the full narrative/timeline

  Business Response

  Date: 06/29/2023

  We sincerely apologize that your vehicle was impacted by hail while it was at the dealership for service and certainly sympathize with your frustrations. Unfortunately, this would need to be filed as an insurance claim as it is your personal vehicle and the incident is considered an "act of God" which is out of our control. We will gladly assist in helping with your deductible, if need be. I have attached signed documents stating "I (customer)understand that the Dealership is not responsible for loss or damage to the vehicle or articles left in the vehicle in case of fire, theft, hail wind or any other cause beyond its control"