I was mislead by the service department and ended up paying $115.00 for something I was ill advised about. Also the sales department was relentless.
I had stopped by Lake Norman Infiniti just because I was driving by. My driver side window on my Infinti G35 does not role down and I wanted to inquire as to why. I was told that this would only take 15 - 30 minutes. The service employee advised me that no charge would be incurred for the service team to look at it, unless I agreed to go ahead and have work done if it were needed. He then mentioned a "diagnostic fee" - which I inquired further about. To me, A "diagnostic fee" sounds like it will be charged regardless of work being done, so I proceeded to ask again in order to make sure that I wouldn't be charged just to have the service desk look at my window.
Then - as I was sitting in the waiting room, a Sales department personal asked me if I would be interested in trading in my G35 and getting in a 2013 G37 for only $30.00 more a month on my monthly payments. He asked, and I quote "would you entertaine the deal?" I replied that I would, and was then taken to the sales department. After test driving the G37 - they then told me my car was going to take a bit longer, and asked me if I wanted to get lunch - so they provided me a loaner car so I could run and grab lunch. When I returned, they had come back with numbers for me on trading in my car. The sales employee came back to the table - telling me that I would have to put $2,700.00 down, and that my monthly payments would be $639.00 ... nearly DOUBLE what I currently pay on my car($342.00). I told him that this was nowhere near what he had offered me, and that there is no way I can do this. He then proceeded to pressure me into "giving him numbers I could work with." I told him that I could give him what he intially offered.
The sales department then proceeded to tell me that "I wasn't giving them any weapons to fight with, and that they cant come down that low, so give them a reasonable number." I insisted that I had no problem with my current vehicle, and that there was no way that I would be able to come to an agreement for what they wanted. I asked for my keys back multiple times - only to be told, "well let me go talk to my manager again." The sales person asked me to sign a blank piece of paper saying I would do $500.00 down, and $450.00 a month, which I still refused - so he replied " I don't get why your getting upset Mr. ****** - my mother always told me that its OK to negotiate." I tried mulitple times to tell him and his manager that I could not play ball in the area in which they wanted to negotiate but they just wouldn't have it. They kept insisting that they needed used inventory, and since my 2007 G35 only had 42k miles on it - they wanted it badly. All in all it took me 5 and a half hours to get out of the sales department where I was then directed back to the service desk.
When I got back to the service desk, I was greeted with. "OK Mr. ******, your windows motor is blown, and your total comes to $115.00 dollars today" .... I was so flabbergasted with this charge, telling him that I had made very clear that I didn't want to pay for anything today, and if just looking at my car was going to cost me something - that I DID NOT WANT IT. He insisted that he had informed me...and at this point, after 6 hours of being there- I couldn't take it any more. I paid the charge of $115.00 - finally got my keys back, and drove away with my car in the exact same condition as I had arrived.
All in all - my "15-30" minute visit - turned out to be a 6 hour harrasment, and a $115.00 dollar charge to my wallet.
This was the worst customer experience I have ever endured, and I have informed the dealership that I wanted my window repaired for the already paid 115.00 charge and no more. They negotiated the cost starting at $740.00 all the way to $330.00 and at this point I gave up calling them, and decided to resort to the BBB.
Please help me in solving this issue, so that no one else has to deal with this dealership in this manor.
I have informed the dealership that I wanted my window repaired for the already paid 115.00 charge and no more.
Business' Initial Response
Due to the miscommunication between Mr. xxxxx and our service consultant regarding a diagnostic fee to find out why his window would not operate, we will gladly refund the $115 paid for that diagnosis. We will not be able to perform the $532 window repair for the $115 requested.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
As you now know this is not the first time that I have brought this issue to your attention. I appreciate your offer of reimbursing me the $115, however that doesn't solve the issue of my window being fixed - nor does it begin to scratch the surface of why I have opened a complaint with the BBB.
With all due respect - I feel that I am entitled to the $115 reimbursement regardless, due to the fact that I never agreed to pay it. I made it very clear to your service team that I didn't want to spend anything that day, and that the diagnosis would be done free of charge. I quote: "You wont be charge anything today unless you decide to go ahead and have work done."
I have opened the complaint with the BBB because of your customer service, which by the way seems to continue in your response to my BBB ticket. I was kept at your dealership for 6 hours... and swindled into trying to make deals that were completely out of my buying intentions.
I would still like to have my window fixed, and feel that it would be the an act of customer service by your dealership to make this right. I have spent countless hours on the phone, in the dealership, and now writing BBB e-mails with you and your team, trying to tell you that its not about the money, its about the way your dealership handled the situation.
I'm willing to negotiate on the price that the window can be repaired for - but will only accept a fair response. The day of the incident in your dealership - the service department told me it could be done for $342 - and use my $115 towards that. A difference of $227. This is still a drastically better deal that what you have offered today and feel a better response should be reflective of this.
Business' Final Response
In the interest of customer satisfaction and goodwill we will honor the original price quoted of $342 and apply the $115 credit.