Complaints

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• Initial Complaint

  Date:06/29/2022

  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.

  Date of Transaction: 30 Sep 2021 Money paid: Approx. ******* Business' Commitment: To perform a ***** Nature of Dispute: First Landing Auto Care Thoroughgood broke my car, refused to take ownership, set up a long list of barriers to agreeing to compensate, and once, complete, they did not compensate for damages. Specifics - A First Landing Auto Care mechanic, while performing a routine safety inspection, caused substantial damage to my ******** ****** display control unit ****** Before taking it in, the car's display always worked. Immediately after they returned it, the *** no longer functioned and would remain in that condition. After bringing the issue to the manager's attention, she asked me to take many steps before their shop would consider repairing the car or covering the damage they caused. The manager recommended I take my car to the ******** dealership to see if they could fix it (done), asked for a determination from ******** as to the cause (done), then she asked that I seek compensation from ******** (done). Ultimately, I received confirmation from an ******** mechanic and the service manager stating that First Landing very likely caused the damage, as well as confirmation that replacing the *** was the only option to address the issue. The manager at First Landing then asked me to provide a repair quote. Once I had cleared all of these hurdles, she said she would speak to the owners who were (conveniently?) unreachable. She said she would get back to me that week and then never responded. Bottom line, First Landing caused ****** in damage and then disappeared rather than taking ownership of the problem they caused. The business never truly tried to resolve. REQUEST: Arbitration before filling in Small Claims ****** Total cost to me is estimated at ******* Docs attached. Work Order ******* (30 September 2021)

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/01) */ The customer brought his 2015 ******** *** to our shop for an oil change. Our ASE certified technician performed the oil change and reset the service reminder in accordance with manufacturer's instructions. The following day, the customer returned and alleged that we had done something to his infotainment center and it no longer worked properly. Our senior technician used our diagnostic tool to attempt to resolve the problem without success. We advised him that nothing involved in doing an oil change should affect the operation of the infotainment center. Our Service Advisor recommended taking the car to the dealer to have them use their manufacturer diagnostic tool to look deeper into the problem. We also recommended contacting Infiniti corporate customer service to explore other options for resolving the problem. To our knowledge, the customer has not taken advantage of either of these suggestions. He provided us with a parts quote from the Infiniti dealer for replacing the infotainment center that included a hand written entry for labor. We will be happy to assist in resolving the problem, but we don't agree that we are responsible for the issue. Consumer Response /* (3000, 7, 2022/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) A. The repair shop claims, "Our *** ********* technician performed the oil change and reset the service reminder in accordance with manufacturer's instructions." Response: Whether the technician performed the procedures in accordance with manufacturer's instructions is clearly in question. Evidence to the contrary: 1. The ******** *** *** always worked until immediately before servicing and subsequently never worked once after servicing at First Landing Please know that I am a **** ***** in the Navy. The risk to me if I were dishonest could include loss of my job and even retirement. This is a matter of principle. 2. Two separate repair technicians (one junior and one senior) at ******** ********** stated that the likely failure mode was the improper performance of the reset procedure. 3. There are many websites that mention where ******** *** operators accidentally broke their DCU's/Infotainment center by improperly resetting the DCU. Most often, they accidentally selected factory reset, which caused a same/similar failure mode, which the First Landing Technician had no business selecting. A small sampling of those websites follow: a. https://www.infinitiq50.org/threads/uh-oh-i-done-broke-it.XXXXXX/ b. https://www.infinitiq50.org/threads/factory-reset-in-self-diagnostic-menu.XXXXXX/ c. https://www.infinitiq50.org/threads/did-factory-reset-and-all-apps-are-gone.XXXXXX/ B. The repair shop claims, "We also recommended contacting ******** corporate customer service to explore other options for resolving the problem. To our knowledge, the customer has not taken advantage of either of these suggestions." Response: I have uploaded an attachment, which shows that I provided First Landing with the ******** Case # #XXXXXXXX that explored other options and concluded that the DCU needed to be replaced. This proves that the claim above is false. For the details, I spoke with the First Landing manager and informed her that I followed her recommendation that I contacted the ******** corporate customer service and was informed that no other repair option was available. She asked that I forward the case number via email, which I did and she responded, "Received". I specifically stated in the attached email, that "I previously opened up a technical case from with ******** Consumer ******* to be certain that replacement was required. ******** confirmed that replacement is required via tech case #XXXXXXXX." C. The repair shop claims, "He provided us with a parts quote from the ******** dealer for replacing the infotainment center that included a hand written entry for labor." Response. The attached shows that this claim is also at least mostly false. I have an email from Mr. **** ******* an *** at Priority ********* with the quote below. The labor quote was typed in the email and handwritten in his quote. Therefore the Infiniti ASM provided the information in two different means with the same amounts. The quote, provided electronically from Infiniti, is also pasted below: Part #XXXXX-XHB7E ******** Labor ******* Taxes/disposal ******* Total ******** 5 Business days to ship and receive part-1-2 hours to install. Also, the manager claimed that she would get back with me immediately and then ever did after many engagements where I keep completing each requested task. If a handwritten quote was an issue, I wish she would have brought this to my attention (or responded in any way). Besides the issues above, which call this business' version of the facts into question; I believe that a reputable business would follow up with a customer trying to seek resolution on their terms. Please know that I am very open to resolve this matter through a more formal process if required. Business Response /* (4000, 9, 2022/07/18) */ After further internal review and research, we have found the following: If our technician had stumbled into the Factory Reset function, the unit would have been rendered totally unusable. All functional displays and interconnection to vehicle controls would be disabled. The system software would then have to be "rebuilt" using a ****************** ********************** tool. This unit is not disabled. According to our Master Technician, the system has lost the ability to store user settings for seats, bluetooth, radio, etc. So the question arises, what button or combination of buttons could our technician have pushed to create this situation? None that we can find. A member of our team owns a 2017 ******** **** One day the information center in the middle of the instrument just quit working. No amount of diagnosis has revealed the cause of the problem, but the dealer's solution is a new instrument panel for ****** It's the nature of the world we live in. The customer's Display Control Unit ***** is a seven year old electronic device controlled by internal software. Anyone who has used a personal computer in their daily lives can attest to the fact that sometimes they fail and require either repair, reprogramming or replacement. It might have failed just prior to our work on the car, during our service or just after. There is no evidence that our technician was negligent in his actions. Dealers and many shops are inclined to throw new parts at a customer's problem rather than actually diagnosing it. Our research led to some possible solutions, that, if it were our vehicle, we would try before condemning the **** Reboot the DCU by holding the audio power button for seven seconds Delete and ******** the users in the system. It might rebuild the user memory. Have the dealer perform a Factory Reset and rebuild the operating software. (Though these are standard procedures, we are not responsible for the results.) If there is some combination of button presses that can cause a technician or the vehicle owner to unexpectedly disable functionality, then the complaint should be pursued with ******* In summary, we will not willingly replace this seven year old device with a new ***** part. Consumer Response /* (4200, 11, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) So the business clearly made false claims to the **** as shown below in documented correspondence. Once caught being dishonest (doesn't this bother you?), you don't apologize nor address why you were dishonest to **** you instead change your story entirely as if no one would notice. As another glaring inconsistency, First Landing also clearly asked me repeatedly to engage ***are the OEM of course. Yet, once you get an answer you don't like, you change the story (again). I think it is clear to any objective observer that you have no intent to be objective, consistent, or honest, or work to arrive at a fair nor equitable resolution. Also, you are either dishonest yet again or have no memory of our conversations. I hope it is the latter but your actions leave doubt. As stated to the manager, I don't need the issue to be corrected by *** nor am I pursuing the most expensive option as the only solution. *********** I just want the car to be fixed; returned to the condition just prior to bringing it to your shop. There are many ways to achieve that and I am willing to contribute. However, I don't have a willing partner. Please feel free to call me soonest if you would like to discuss practical solutions to remedy your error. I think you know it is the right thing to do, and you will find that I am willing to be help, to a limited degree. My number is XXX-XXX-XXXX. For the *** reps who curate this exchange, I would greatly appreciate (and request) your thoughts on the merits of both positions and a reasonable solution. Thank you all for your time.