ComplaintsforINFINITI of Birmingham

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning September 2022 I took my vehicle in for service for a grinding noise when the breaks were applied. I was told the rotors needed to be resurfaced, I paid for the service to be completed. Also while there I was informed by a service representative that they did not have a part and had to go to a local Auto Zone to retrieve the part. The same sound returned shortly after leaving the dealership. In October 2022 I made another appointment about the sound and after a couple hours was told by the service department that I needed to schedule a diagnostic and bring the car back because they were unable to find the problem. In March of 2023 I took the vehicle back for the diagnostic check, this being the third visit for the same noise when the breaks are applied. After having the vehicle for 6hrs I was informed that there was a part installed backwards on after market break pads and they fixed the part so the problem should be resolved. The same noise returned around 1wk after the 3rd visit. Tuesday May 22, I contacted the general manager regarding the issues informing him that I felt manipulated by the service department due to my vehicle still not being properly fixed. The gm informed me the problem may be from the after market break pads because they were not from the dealership and that I could come back for another inspection. May 23 I spoke with the service manager and we agreed for my vehicle to be brought in at 930pm on May 24. I dropped my vehicle off around 9am for the inspection. I called for an update at 303pm and was told someone would return my call. At 402pm I called again and after being on hold I was informed that a my vehicle was waiting to be diagnosed and a diagnostic takes between 24-48hrs. At no point was that information given to me any time that Id visited the dealership for a diagnostic. I had no choice but to go and retrieve my vehicle because I had to work and pick up my child. I was offered no solution and have not heard from anyone.

  

  Business response

  06/06/2023

  ************** initial visit regarding the brake noise came on Sept 22 2022. Our tech found front pads at 8m and rear pads at 5m and recommended a resurfacing of front & back rotors only. Also noted during inspection the tech found a stripped bolt on the caliper. He was able to rethread and install a new bolt. Additionally the tech noted that the pads were aftermarket brake pads. - Customer pay of $388.14

  10/27/2022 ************** returned with continued brake noise. Again the tech noted aftermarket pads and recommended replacing them with INFINITI OEM parts. Customer declined the recommended work.

  3/7/2023 Service visit - The tech heard the noise from the front pads. After inspection it appeared that the pads were not installed correctly causing the noise. We reinstalled the aftermarket pads on both sides at no charge to the customer. 

  In speaking with ************** she admitted that the brake pads were replaced in May 2022 and November 2022 by an independent shop that uses aftermarket products. We performed work on two different occasions at no cost to ************** trying to fix the problems the other shop caused. 

   

  Customer response

  06/07/2023

   
  Complaint: 20112579
  
  I am rejecting this response because: at no point did anyone in the service department recommend the break pads be changed to Infiniti OEM Parts. Aforementioned break pads were not on the vehicle at my first visit in October 2022 when the sound began. When I brought the vehicle to be serviced for the issue, I was told it was the rotors which is the service I paid for to be fixed. At the conclusion of each visit a service member did tell me we drove it and no longer hear the sound. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased my QX50 in 2020 and been having problems with it since I received it. I took my vehicle back the following week because it would not start. They claimed it was the battery and had me purchase a new battery which I did and still continued to have the same issue. I have a 2012 Toyota Camry that I don’t drive for weeks and never have a problem with it starting. I did my best to go through the proper channels by speaking with the “General Manager” **** ****** and all he gave me was excuses about part being delayed and a passing of someone family member. My condolences to their family. When ***** the service manager called after me having to call and see why I have not received a loaner or a call about an update about my vehicle. He proceeds to tell me I didn’t know why your car was sitting back there so we have not looked it. I’m so baffled at this dealership and their customer services. I’m more nervous about them sabotaging my car now for retaliation. I paid all this money for my vehicle and the extra for the warranty. I have recommended people to them and I hate I ever stepped foot in that location and bought an infinity. This ordeal has been a nightmare. I have documentation of all the times I had to call my insurance to come out and jump me off. This vehicle only has 25,000 miles on it. This was a birthday/retirement present to myself. At this point I feel like it’s discrimination. They are taking advantage that I am a woman.

  

  Business response

  09/12/2022

  A loaner vehicle has been provided to Mrs ******* and we are currently diagnosing/working on her vehicle.

  Service History show a battery was recommended 10/12/2020 and was declined. Then on Jan 8, 2021 Mrs ******* replaced her battery after experiencing the same issue. We have no additional records of her vehicle in for service since 1/8/2021.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refused to provide diagnosis. Started repairs before authorized date. Need proof of alleged damages and proof indicated repairs were done.

  

  Business response

  12/06/2021

  Business Response /* (1000, 9, 2021/11/10) */ She approved the work needed. The transmission was replaced by an individual or a shop other than here. She TOWED the vehicle to verify programming. Upon inspection we found the transmission is correct for her vehicle and notified her that no programing is required and that programing is only for new valve bodies or transmissions. However, upon inspection found the crank sensor was damaged by the installer (not us). This was causing a long start when cranking. Also found heater hose leaking coolant at a rate that would make the vehicle un-drivable. These are the repairs she approved directly to me and I also provided a loaner to her of which are in low volume and high demand at the present time due to her mother not being able to lend her a vehicle any longer. She also requested that she needed until 10/7/2021 to get paid so that she could pay the repairs. I also agreed to that. She had spoke to me when she picked up and was very receptive and paid for the repairs. She stated she was upset because she wasn't able to speak to me because I was tied up with other customer issues at the time and didn't trust the other staff. She made this case the same day as all the other cases to Infiniti and also to the GM. She left happy and also came back the next day because the check engine light had come on due to an oxygen sensor not plugged in all the way from the shop that had installed the transmission. We did not charge for that as well... As for as I know she is happy and driving her vehicle. Have not hear from nor seen her since the last visit. Consumer Response /* (3000, 11, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) On September 24,2021, I informed Mike Weeks, that had a transmission installed into a 2015 infiniti q40 and the mechanic ,whom installed the transmission, stated that transmission needed to be programmed. Mr. Weeks quoted me 140 an hour. He said that I could have my car towed to the service department the following morning. On September 25, 2021, i had the 2015 q40 towed to the Infiniti of Birmingham Dealership located *******************, Hoover, AL XXXXX. Mr Weeks informed me that the 2015 q40 will be ready for pick up on Tuesday September 28, 2021. On Tuesday, September 28, 2021, I arrived to pick up the 2015 q40. Mike then stated that the newly installed transmission was a perfect match for the computer and no programming was needed. Mr. Weeks stated that although the 2015 q40 infiniti did not need programming, it did need a crank starter along with a coolant hose. Mr. Weeks quoted me a price of a little over 1000.00. Mr. Weeks stated that the crank sensor was damaged when the transmission was removed and the coolant hose was damaged by the impact of the transmission being placed back into the 2015 infiniti q40. I immediately asked if I could see the diagnosis that indicated that the crank senor and the coolant hose were both damaged. Mr. Weeks informed me that that will not be a problem and he will get it for me from the mechanic that did the inspection. I informed Mr. Weeks that i did not want any repairs done until after I was given a copy of the computerized diagnosis that reflect the codes indicating the crank senor and coolant hose where both damaged. Mr. Weeks agreed. I also informed Mr Weeks that I would need a loaner he says that he didn't have any that day but I could pick up one the following day. I shook his hands and then again asked for a copy of the diagnosis he stated that he was very busy but the technician manager ******* will provide me with a copy the following day when I picked up the loaner. I informed Mr. Weeks that I did not want any repairs to began until after I received and reviewed the computerized diagnosis. He assured me no repairs week start until the following, Thursday September 28, 2021, and I would have the diagnosis before then. on the following day I arrived to pick up thy rental u asked the b technician manager musher. ******* for a copy of the computerized diagnosis asv he was writing **** my driver's license info on the loaner agreement. He stated that he could not put his hands on it but will have Mr. Weeks pricier to me in a later date. I called and stopped by the Infiniti dealership of Birmingham everyday up until Thursday everyday I was told when I came in person Mr. Weeks did arrived yet. When I called in was advised that he was busy and would give me a call back. Screenshot confirming calls where made everyday are attached. The following Wednesday, I came up there to see if Mr. Weeks was in and was advised that he was not. I then noticed that the dealership had the 2015 infiniti q40 in the repair shop. I asked the technician manager, why were they being repairs made and I hag not received a copy of the foreshadow diagnosis and he groaned that he cannot answer that. I had to go to work so in wrote on a sticky pad provided by the n technician ******* my name, phone and a request to send me a copy of the diagnosis, the vin number on the 2015 q40 in which he was doing the repairs on atv that time, and a picture on the transmission vin to confirm repairs did start before I was given the computerized diagnosis and also before Thursday as previously discussed. See the attachments as proof.

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made an appointment to drop my infinity QX56 off at the service department because the airbag light was flashing. Mr J****** call me and told me the occupancy sensor was bad and quoted me a figure to repair the air and bleed the air from brake system. I agree to the quote of $1200.00 + dollars. A few hours later Mr. J****** call me back and said they could not get the system to reset and needed to replace the seat modular that cost and additional $4,000.00. I am suspicious of mechanic that breaks things and ask the customer to bear the replacement expenses. The dealership lowered the price to $2,300 but I believe that the mechanics caused the problem with the modular.

  

  Business response

  08/31/2021

  Business Response /* (1000, 5, 2021/08/17) */ Contact Name and Title: Mike W****/Service Direct Contact Phone: ********** Contact Email: ********************** Mr. O*** brought his vehicle in for a Airbag light on. Initial diagnosis showed we needed to start with a passenger's occupancy control module. After control module replacement vehicle coded for Occupancy sensor that requires the seat frame to be replaced on the passenger side. This had not been there with the old module. The initial repair was $1800.00 for the control module. When we were aware that the vehicle was going to need the seat frame as well which costs $4032.00 We helped Mr. O*** with the repair and got the cost covered to where Mr. O*** only had to pay $2226.67 which is $426.67 more than the original initial repair but had saved him $3605.33 Consumer Response /* (2000, 7, 2021/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 8th I bought a 2014 Ford Fusion from Infinity of Birmingham. The car started having issues the next day. Took the car back to the dealership and adv them of the issue. They adv one of their employees, Mark, was the previous owner and had the same issue with the car; they used his warranty to cover the needed repair. They kept the car until May 5th. I picked up the car and they adv a new transmission was installed. However, that same day the car stopped on the road and I had to have it towed home. The dealership had it towed for service three days later. I have contacted the dealership and received no answers. They promise call backs and do not follow up. I've contacted Long L****, the ones servicing the car, but they wouldn't give an update because they said Infinity has the car under someone else's name. As of today, July 5th, they still have the car. I paid $1000 down payment and made all note payments. Please help me out of this contract without. ruining my credit.

  

  Business response

  09/02/2021

  Business Response /* (1000, 5, 2021/07/08) */ Contact Name and Title: Mark M******* GSM Contact Phone: ************ Contact Email: ************************* The Ford Fusion that was Purchased in February had a transmission issue shortly after purchase date we sent the Fusion to Long L**** Ford and waited on them to do the repairs. Infiniti of Birmingham provided the customer with a loaner car the entire time the transmission was being repaired. We received the Fusion back after longer than expected repair time, the customer brought it back the next day stating was doing the same thing. We would had offered the customer a loaner car again while repairs were being done, but the customer didn't abide by our company policies regarding loaner cars. After a longer than expected repair time Long L**** repaired the Fusion and stated that it was a sensor causing the Fusion to malfunction. We called the customer to inform them that we have the Fusion here at Infiniti of Birmingham and repairs are completed. Consumer Response /* (4200, 14, 2021/08/16) */ ***Document Attached*** Attached is the first and only service report received from Infinity after having to request it several times and them telling me they did not have it. The car is still not working as of today. Please advise if this can be resolved outside of court of if legal actions are necessary. Business Response /* (4000, 16, 2021/08/17) */ The Fusion That Ms. B****** bought is a as is purchase and we sold her extended warranty. Infiniti of Birmingham tried to help through the repair process, with dropping off the car to Long L**** and picking up the car from Long L****. Infiniti of Birmingham has been accommodating but we can't control Long L**** repair process, I recommended using a different Ford dealership for any repairs that may come up in the future. The first repair order shows what was done from Long L**** and the second repair ordered, did not list all repairs they did.

• Initial Complaint

  05/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 QX50 with Infiniti of Birmingham. I have had two different problems with the car since the purchase 12/18/20. The first incident on December 30,2021 alternator was not working properly. They fixed it and said they said they thoroughly checked out the car and there are no more problems. The second incident on May 7, 2021 is that the solar panel has went out. I smell burned electrical wiring in the car. Infiniti claims there is nothing wrong with this vehicle. I no longer feel it is reliable or dependable given it was purchased brand new and has failed two times so far.

  

  Business response

  09/01/2021

  Business Response /* (1000, 5, 2021/05/14) */ Contact Name and Title: Mike W****/Service Direct Contact Phone: ********** Contact Email: ********************** Ms. ******** did have an issue with her vehicle at 309 miles on 12/30/2020. The vehicles alternator had an internal fault and was not charging the vehicle. It was replaced under manufacturer's warranty at no cost to the owner. Later on 5/7/2021 the vehicle was towed in for an issue with the Sonar System that is part of the parking aids and driver aid system. The component was warrantied under manufacturer's warty as well with no cost to the customer. Customer is upset due to the vehicle having component issues with such low miles. Also unhappy with the limited supply of loaner vehicles due to our heavy customer volume. If she is unhappy with the vehicle and would like an exchange or other resolution, we at the dealer level can not make that decision. She would need to take that up with the manufacturer and go through that process. Consumer Response /* (3000, 7, 2021/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) After my brand new car failed twice, not one manger reached out to me to explain that I needed to contact the manufacturer about the defective car. I also feel that James D****, the service manager did not provide quality service nor did he or any other manager seem to care until I complained. I had to call them to find out what was wrong with my car the second time. Under the car warranty, it's on the contract that the dealership is to pay for the car to be towed. My car insurance paid for my car to be towed in because they deemed it unsafe to drive since I smelled something burning in the vehicle. Also under the warranty, I'm supposed to either provide a car loaner or reimburse me for a car rental up to $50 a day. None of these things were offered until I complained. The first time my car had problems, James D**** did not want to provide a loaner to me but Jacob B*** the salesman who sold me the car made sure he did. Yes I am upset about not being offered a loaner but I am even more upset at the fact that a $45,000 brand new vehicle had mechanical problems on two different occasions before I even had 2500 miles on it and no one tried to assist me with this matter. Overall, I feel that Infiniti did not provide quality customer service in this situation. They did not care about me as a customer who was basically at their mercy because they are the only Infiniti dealership in the Birmingham metro area. They did not try to assist me with this matter. I also feel that once they sold the defective car to me that no one cared or showed any kind of concern. It was my problem and they would not own the responsibility of selling me a defective vehicle. I do understand that nothing is 100% without problems but Infiniti is supposed to be a high end vehicle and I should not have had these kind of problems. I will never buy another vehicle from this car dealer nor will I ever spend any of my hard owned money at their service department because they did not value me as a customer or even treat me with any type of courtesy.

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