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Consumer Complaints

BBB Accredited Business since 12/01/1991

Infiniti of Birmingham

Phone: (205) 985-2332Fax: (205) 402-2256

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by Resolution

Complaint Resolution Log (2)
03/06/2015Problems with Product / Service | Read Complaint Details
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Complaint
Car kept 5 days instead of one.Paid inflated charges of $877.62 when I was given an estimate of $150. Damages of paint on car, scrapes and scratches.
I was given an estimate of $42 oil change and $89 diagnosis over the phone by ****** ******** at Infiniti of Birmingham.On 01-28-15 when I brought my car in at 10:00 a.m. I was told that the diagnosis did not find anything wrong- should they go farther. I said yes. I had looked around the lot with a salesman but had not planned to buy a car. The salesman called later and said Infiniti of Birmingham would absorb all of the charges for repairs if I traded my car in on one of their cars. I asked what was the repair cost - he transferred me to ******. She said the gas needed draining and a filter needed to be replaced and new filter would not get there until the next day. So they would keep my car overnight. I called on the next day (Thursday)- my car was not ready. I went to pick up my car on Friday - the car was torn apart with the rear seat on the trunk all the doors open the hood up tools and rags everywhere, but no mechanic working on it. ****** said the mechanic was gone to lunch. I was told he was at lunch on Wednesday, Thursday and Friday when I inquired. Also, when I questioned why my charges were inflated from Approx. $150 to $982, ****** ******* said that I needed to drive the car since it only has 44,000 mi. on a 2005 Infiniti. She said she would give me a list of what needs to be done when the car was ready. About 2:00 on Friday I called and spoke with **** *********, the service manager. He said the charges should not be $982 from the screen in front of him because the repairs were an oil change, cleaning and replacing the old gas from the gas tank, and the diagnosis. He said he didn't know if he could get the car ready on Friday. I told him I really need my car. He offered to get a car, but I was afraid that I would get scammed into getting their car and I would never see my car again. My car was kept over the weekend. I called on today 02-02-15 at approx. 11:00 a.m. **** ********* told me,(After I asked to speak to the manager of the entire store, since, I had called 4 times and been given ****'s voice mail)that the car was being washed and it would be ready in an hour. **** said he would give me a 15% discount. I paid $877.62 for an oil change, a gas filter that I was told by ****** that the gas needed to be replaced and to clean out the gas tank and replace the gas filter. I was charged $22.65 of gas and a service charge of $3.58 to replace the gas. In addition to the $89 diagnotic test, I paid an approximately an additional $200 for diagnosis. There were misc-engine charges of $180, $360, misc-emission conrols of $269.85 not including $93.48 for spark plugs which I thought shoud have lasted atleast 50,000mi. The oil change I asked for was $10.37, +1.02 washer drain, and oil filter of $10.20. I was charged $20.34 for vehicle road test and to service the battery although the multi-point inspection indicated battery passed. When I arrived home I noticed nicks, scratches all over my car which were not there when I took my car to Infiniti of Birmingham. I discovered a large smear on the trunk that looks as if paint was removed and the beginning of a large rust spot or some type of solvent had been used on the trunk. I remember that the back seat had been placed on the trunk which evidently caused some sort of scratches and it looks as though there was complete negligence in Infiniti of Birmingham shop. The 5 days my car was kept, the inflation of charges, the negligence and the scrapes and scratches of my car is unsatisfactory. Eventhough my car is a 2005 it has been well taken car of, and it is kept in the garage so the paint job was in excellent condition. I am asking that my car be painted and refund of the inflated charges. I am a retired person on a fixed income and I feel I was taken advantage of when I requested an oil change and a diagnosis of my vehicle.

Desired Settlement
I believe that I should be refunded atleast $200 that I was overcharged for service repairs because I had gotten an estimate for $150 of an oil change and $89 for diagnosis because of the check engine soon light was on. Instead I was charged $22.65 of gas and a service charge of $3.58 to replace the gas. In addition to the $89 diagnotic test, I paid an approx. $200 diagnosis. There were misc-engine charges of $180, $360, misc-emission conrols of $269.85 not including $93.48 for spark plugs which I thought shoud have lasted atleast 50,000mi. The oil change I asked for was $10.37, +1.02 washer drain, and oil filter of $10.20. I was charged $20.34 for vehicle road test and to service the battery although the multi-point inspection indicated battery passed. When I arrived home I noticed nicks, scratches all over my car which were not there when I took my car to Infiniti of Birmingham. I discovered a large smear on the trunk that looks as if paint was removed and the beginning of a large rust spot or some type of solvent had been used on the trunk. I remember that the back seat had been placed on the trunk which evidently caused some sort of scratches and it looks as though there was complete negligence in Infiniti of Birmingham shop. The 5 days my car was kept, the inflation of charges, the negligence and the scrapes and scratches of my car is unsatisfactory. Eventhough my car is a 2005 it has been well taken car of, and it is kept in a garage. I do not put trashy gas in my car. Suspiciously, the same amount of gas was in my gas tank as when I dropped it off for repairs. There was nothing major wrong with my car and it drives the same after servicing, although new sparks have been done, oil has been changed, and supposingly the gas has been replaced and a gas filter. These are the three things that have been done for $982. I paid $877.62 because of a so called 15% discount. $877.62 is too much and extremely higher than the estimate given to me for such little work done on my vehicle.

Business Response
Dear Better Business Bureau,

Thank you for your help and for providing the opportunity to resolve this issue with Mr. and Mrs. **** ****. Your role in bringing us together was the catalyst that help bring us together and we sincerely appreciate it.

Below is some background into our position on the concerns that M/M **** raised but in summary we have agreed to a goodwill refund of $250.00, in the form of a check, toward the cost of repairing their engine miss and for a brake master cylinder cover.

The client brought in their 2005 G35 on Wednesday January 28, 2015. Their concern was that the check engine light was on. The client authorized the initial diagnostic charge which revealed a misfire in several cylinders and it was determined that additional diagnostic time would be required to pinpoint the root cause. A call was placed the same day to the customer and the additional cost was approved, a recording of which is attached (1 and 2). We were able to determine that the fuel in the vehicle was bad, possibly due to extended sitting and that fuel would need to be drained and the spark plugs replace. We got an estimate to the client on Thursday January 29, 2015. When talking to the client we suggested while we were in the fuel tank draining the fuel that it would be wise to replace the fuel filter which is located in the fuel sending unit as heard on audio (3). The client authorized repairs of replacing spark plugs, drain the tank and to replace fuel filter heard in audio (3). We believe the audio recordings clearly show that the client's statement that they were not told of the costs until after the repairs is inaccurate. However, we agreed to their request of a $200.00 refund.

Mr. and Mrs. **** also claimed that we did not replace a cover that goes over their vehicle's master cylinder. First, this is a 2005 model year vehicle and it is the first time we have seen this vehicle. Presumably, many other shops have worked on this vehicle. Second, we did not perform any brake work that required us to access that area of the vehicle. Third, this model did not come with this cover but the client asserted that they had an aftermarket one installed. We agreed to reimburse the client $50.00 towards the replacement of a new cover.

Mr. and Mrs. **** stated the paint was damaged when we performed the repairs. After discussing the need for an inspection of the paint to determine placement of the damage and the age of the scratches, the ***** retracted their request for a new paint job.

While we regret the circumstances that prompted their letter, we feel strongly that everyone at Infiniti of Birmingham communicated in the best possible way with the customers to ensure they understood the repairs and associated costs. We also believe that sometimes you step above the specifics and do what you can to please a customer. We hope you believe we did that in this case.

Thank you again for this opportunity to respond.

Sincerely,
**** *********
Service Director


Consumer Response Consumer indicated satisfaction with the refund received.

06/27/2014Problems with Product / Service | Read Complaint Details
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Complaint
My vehicle was repaired and after I picked it up it had 2 cuts on my hard top and a scratch on the door.

Good Morning Mr. President and CEO ****** ******

I am writing to inform you on an unethical and dishonest act that happened to take place at Crown Infinity in ******* *** I purchased a pre-owned 2013 Infiniti G37 with only 5,000 miles on it from ********* ***** on ***** ***** ***** This luxury vehicle was in superb condition with a crisp clean look free of scratches, dents, and touch-up paint as I expected it to be considering the cost of the vehicle and the brand name. I took my vehicle to Crown Infiniti located at **** ********** *** S in ******* ** on Wednesday, *** **** precisely at **** pm to get my vehicle inspected to see what could be causing my convertible to stop during the process of letting it back. The receptionist, by the name of ******, told me my car would be ready in a couple of days, so I called on Friday afternoon around 3:30pm to see if it was ready and ****** stated yes and I could pick it up before they close. So, my daughter ***** ******* and I made it to Crown Friday, *** **** at ****** to pick up my vehicle. As I walked out the door, I noticed ****** already had the top back so I kept the top back thinking she was being kind by doing so and drove home. I made it home around 7:30pm that same evening and noticed a scratch on my driver side door, which made me further inspect my entire vehicle only to find my hard top with cuts on each end that appeared to have bubbly touch-up paint on the cuts to cover up the damage. I instantly knew it had to come from the service dept at Crown Infiniti considering my vehicle was free of any marks when I dropped it off. I spent the entire weekend upset about my vehicle being damaged knowing I could not do anything about it until the next business day. So, due to ****** being a holiday, Tuesday, *** ***** I called ****** at Crown to explain my findings only for her to instantly state that the guy who worked on my vehicle did not do it, as if she was a serviceman working in the back. I then stated that I did not bring my brand new car here nor did I purchase this car with any cuts or touch-up paint on it. Instead of her asking what can they do to correct the issue, she stated that she has seen numerous drop-tops that become damaged in the two spots my top is damaged from people leaving items in the trunk or having shattered glass in the trunk. I implied numerous times that my vehicle had neither issue and the cuts were not there. She then suggested I call ********* ***** to see if they could tell me if the cuts were there and I immediately stated no, because I would not have purchased an expensive luxury vehicle with cuts on the hard top. I then tactfully expressed my urgency to utilize my attorney to get this issue resolved. ****** then stated she would give me a call back after some research, so after one hour, she called and stated that she contacted ********* ***** without my consent questioning the condition of my vehicle and I told her she had no right to do so without my consent after I truthfully stated there were no cuts on my hard top when I purchased my vehicle. She then told me to bring the vehicle back to them so the serviceman can put touch-up paint on my brand new vehicle and I told her no because I have several pictures for proof that those cuts were not there, and they already applied touch-up paint on it trying to cover up their ostentatious and styleless work before I picked my vehicle up, which explains her reasoning for having my top back upon my arrival of picking it up.

Desired Settlement
As a customer, my expectations of this company was not extreme satisfaction at all. I am very irate and disappointed in the poor customer service I received along with the detrimental treatment I received from the employees at Crown Infiniti. I read your personal message to consumers that stated the following: "We have to remember that when customers buy cars, their decisions are often based on both rational and emotional factors. Creative, appealing, design can stir a strong emotional reaction, enhance pride of ownership, and foster lasting loyalty to the Nissan brand *****************). Just as you stated here, my decision to purchase this Infiniti coupe, my dream car, had an emotional factor involved and to see these careless damages on my brand new vehicle is hurtful and unexpected out of this company. I want my vehicle to have a brand new professional paint job or to be given the option to choose a brand new vehicle such as the one I already have that is exactly the same. I will go to *********** get with my attorney to prepare for a lawsuit with Crown, and tell everyone I know not to ever go there to purchase a vehicle or get service done to their vehicles. Word of mouth is the number one marketing tool for all companies and I am willing to carelessly damage their name just as they carelessly damaged my vehicle. I am kindly asking for your assistance to get this issue resolved with integrity and honesty by giving me the exact same look that attracted me when I first purchased my vehicle. I am a loyal Nissan/Infiniti customer in superb standing with the company and I need this issue resolved today.

Business Response
Contact Name and Title: ***** ********* (Manager)
Contact Phone: XXX-XXX-XXXX
Contact Email: ******************************
We have verified with the selling dealer where the customer purchased the vehicle that the damage was on the vehicle before Crown ever recieved the car.**** ********* the Infiniti service manager has explained this to the customer and has a recording of the conversation from the from the selling dealer.Please feel free to call me ***** ********* **** *********** I can be of any assistance.



Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This is absolutely obsurd! It would take a person of insanity to believe I purchased my DREAM CAR WITH DAMAGES ON THE TOP! This is a very expensive vehicle and to say I purchased it with those damages is very detrimental. The entire world will know of your dishonest acts and staff lack of integrity. Words can be utilized in ways that cause others to respond in a way YOU want them, and I said that to say that recording is null and void. I'm sure your service manager asked CLOSED-ENDED questions that do not require further explanation but yet a simple yes or no. I sent every General Manager, Business Manager, and Sales Manager at your dealership the same email that was sent to BBB, CEO, VP, consumer affairs, Executives, and all higher ups over the Nissan and Infinity family, but yet this is a company that acts and performs with INTEGRITY? I think not! Witnesses such as *** ***** and ***** ******* ******* ****** ******* ******** ******* *******, ******* *******, ******* *******, ****** ******** and many many more! It is of great insult for you to say I purchased my dream car with those damages. This company will regret this and no good will come to you all for this. Those names above refuse to purchase vehicles there and this matter will be pushed as far as I have to. ***** and **** why don't you both show me the camera footage of my vehicle being rolled into the service center? How dare you all carry the title of manager and not posses integrity, leadership, consumer satisfaction, exceptional customer service? Crown Automobile does not stand up to their mission or values so do not be surprised when the front doors of this business are shut forever. It shows further how customer satisfaction means nothing to this company, which decreases value in the product you are offering. To be so willing to risk being shut down over refusing to repair damages that your staff is responsible for and that I'm sure cost under $1500 is an act of malicious intent. I am not satisfied at all and will get to the bottom of this. Take a good look at Crown Automobile so when you see it on the headlines you will not be baffled.

Final Business Response
I would ask that the customer call the person saying the damage was there before it left and get the facts. When asking a person was the damage there and he gives you a yes then you take it at face value. Crown Automobile has and will always take responsibility for any mistakes that was made. I will be glad to discuss this matter with **** ******* and her selling dealer. Let me know I can be of further assistance.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the proposed resolution because the problem is still there. Seriously? You say when you ask a person was there damaage and you accept a YES as face value with no explanation!!!! Who would purchase an expensive vehicle with cuts at the top of the convertible? Not me, PERIOD! I work too hard to spend my money on a luxury vehicle that's my dream car with cuts. If you had any act of integrity you would have been called me. That lady told me yall can put touch-up paint on it after yall had already applied touch-up paint to cover what yall did. What's done in the dark comes to the light and that's a fact! Give me a call at XXX-XXX-XXXX with the dealer on as a conference call and settle this immediately! I can't fathom the dealer saying yes when he clearly knows I did not purchase that vehicle with those damages on there and I have numerous pictures as proof! Your service department and secretary have proved to me how lowdown they can be. I have to be the one to have purchased my dream car with cuts????? ******************** I want a phone call asap. I will not back down but yet continue *****************************************

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