ComplaintsforAtlantic Infiniti Inc

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New Infiniti Q50 18,000 miles has mechanical clicking sound in the steering wheel. Advisor listened and he hears it. Said there is a policy Tech needs to hear it before a part is ordered or schedule repair. I went to see ***** the sales manager about buying a car. 30 min later they scheduled me to put in a "clock spring". I arrive Tuesday informed the part was not ordered as" a tech needs to listen to it before it can be ordered. A tech listened to it the week before. Then the service manager is barking to a service advisor to listen to the noise. I confronted him the policy you never have an advisor listen to a noise ONLY a tech, breaking his own policy. So he was embarrassed in front of his underlings and it severely upset him as he starts yelling at me. A tech again confirmed the noise and ordered the clock spring. Told the noise is fixed I come get the car. I bring it back as noise is still there after being told its fixed. I leave the car again and this time "loose front end bolts" they were torqued and the service advisor calls to say its fixed to come get the car. I bring it immediately back because the noise still there. Service manager sent two techs to listen again and one of them say its a tire tread issue. I disagreed how a tire tread would cause a mechanical clicking sound in the steering wheel. 3rd time they have 10+ days. **** advisor calls to get the car its "being" fixed. rotating tires and front end alignment later today. How can it be fixed and noise gone when the rotation and alignment not even done yet? **** said after being asked the car is not fixed they dont know what is wrong but being threatened with being fired by service manager to lie to me and say its fixed. I pick up again and it still has the noise. I set a future meeting with the GM but when manager heard this in a rage went ballistic on me screaming to advisor to cancel the meeting. Employees are managed by intimidation threatened with job loss if they dont lie to customers!!

  Business response

  04/04/2022

  Due to the hostile, aggressive and intimidating behavior of this man to our employees we have asked him to take his car to another dealer in the future and the manufacturer has requested the same. He very nearly injured an employee with his car on his last visit and this cannot be tolerated. The other dealer in town will service his car.

  Customer response

  04/07/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Its a complete misrepresentation of the situation to protect the systemic culture of the deception and misrepresentations as described to me by 6 different employees how they are forced to misrepresent the facts to customers form the service manager. Not one employee there from the sales reps, the sales manager ***** or the finance manager would have any such opinion of me to deal with EXCEPT the narcissist service manager. The employees are the ones who directed me to call the 800 Infiniti Consumer Affairs number to go over the head of the GM and Service manager as they are tired of lying to me as directed by the service manager under intimidation of threat of loss of employment. I didnt even know that number existed if an employee had not recommended it to me as they were disgusted how I was treated.  I called the 800 number and the Infiniti counselor thanked me for standing up to the narcissist little intimidator and refused to be manipulated like he does the employees. THEY were the ones who recommended I report this to the BBB, not me.  My references are ***** the sales manager, the 71 year old salesman who tried to make a recommendation that was rejected by the GM and the finance manager who has had multiple interactions with me. A meeting was arranged to mediate the issues at hand however the service manager manufactured this excuse not to hav the meeting as he would have to be held accountable and explain HIS actions and be exposed as the narcissist manage by intimidation person he really is.  

  Regards,

  ***** **********

  Business response

  04/08/2022

  As previously stated, the complainant is best served by taking his car to the other dealer in town.

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