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:01/18/2023

  Type:Service or Repair 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.

  I have an issue with a warranty claim from Infinity Milwaukee which was included as a lifetime power train warranty for my 2013 Jeep Grand Cherokee that was purchased from Infinity Milwaukee in 2016. The jeep has a few oil leaks happening. I have a local Jeep dealership working to help on this claim. The issue started in January of 2021 which at the time the *************************** team found and reported during an oil change. (January 12th, 2021) When I questioned it they stated it was not a big deal and to not worry about it. If they found it and reported it on the record, why was it not a big deal? Fast forward to today a year later and the oil leak is now a problem. DAS states that because of an oil change record that cannot be proven between 5/22 and 8/22 (after the initial issue) they will not proceed with the claim. WE have provided all other service records from the time of purchase. Infinity also has never recommended any Jeep scheduled maintenance other than oil changes. I have been told that if there is an issue to take it to a Jeep dealership for repairs. I had a seal fixed by the local Jeep dealership at 117k miles and they stated it was due for new spark plugs and other recommended items, which I had them do at the time. DAS states it should have been done at 100k miles. They also state that differential fluids were to be changed but Infinity never said anything about that. I am at a loss. I had an oil leak a year ago, was told by the Infinity of Milwaukee Dealership that I service the vehicle at to not worry about it and now that it is an issue it won't be covered. I bought this vehicle with power train warranty and when I use it I cannot. I have taken it to a non-jeep dealership for oil changes and required maintenance and was never informed of the jeep scheduled maintenance. Now that I need the warranty, I cannot use it because of Jeep recommended maintenance.

  Business Response

  Date: 01/31/2023

  We have tried to reach **************** a couple times and left voicemails.  Our Service Director and Service Manager have both made attempts.  We are going to approve the claim.  *************** can proceed with repair of timing cover and it will be covered.  We now consider this matter closed.

  Customer Answer

  Date: 02/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

   

  Lupient Infinity was more than helpful in working with me to make sure that I was heard.  They really do stand up for their customers and that goes along way in the customer service spectrum.  I had a really great conversation with the service Manager and I am very happy with the end result.   At the end of the day I just wanted to be heard and they gave me that peace.  
  
  Regards,
  
  ***************************