ComplaintsforJBA Infiniti

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on 3/12/2022. I was convinced by the General Manager to purchase an extended warranty in the amount of 2995, but given the option to decline the warranty afterwards for a full refund. I first made an attempt to get the warranty cancelled and refunded 5 days after the purchase. I was first told that I needed to complete a form that I was never sent. I then showed up in person and was told that the refund would be issued to my lender that same day and an email sent to me. The next time I spoke with someone I was told that my contract was in limbo. It's been three weeks now and nothing has been done. Meanwhile, this additional portion of my loan is accruing interest. I had a great purchase experience, but that's as much as I can say positively about this dealership.

  Business response

  04/14/2022

  Business Response /* (1000, 6, 2022/04/12) */ Please see attached Attached is our response to ******* ******'s complaint. Once I received his account information I check request was sent to accounting to process. ******* ****** Response ******* ****** purchased a 2017 Ford Explorer on March 12 from J.B.A. Infiniti. On March 18, customer called to request a FLAT CANCELLATION (not sure of who he spoke to). We receive an email from customer on March 24 to receive and update. I called him and told him that we need the account number for his Capital One account to make sure the funds are sent to the correct account. Mr. ****** came in on March 25 with his new account number. The check was processed on March 31 and sent to Capital One. Email to request the written cancellation was requested before we could complete the cancellation with vendor. Sincerely, Phil W. Sales Manager J.B.A. Infiniti (***) ******** Consumer Response /* (2000, 8, 2022/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Copy of check was forwarded to me on 04/5/2022. I am still awaiting confirmation from Capital One, but I am satisfied.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/20/21 I took my vehicle to J.B.A Infiniti for routine maintenance - specifically, the manufacturer recommends that a 100,000 mile inspection/check up. I had no concerns with the vehicle at this time - the service was just routine maintenance. The service manager recommended that the vehicle needed new spark plugs, a serpentine belt, and a few other small items - which cost approximately $1,900. About 1 week after this service took place, I noticed some changes in the operation of the vehicle. Specifically, the car felt as though it was going to stall out when I started it. Eventually this became much worse and the stalling was happening as the car was in motion, and the check engine light came on in the car on/around 1/12/2022. I took the vehicle back to the dealership on/around 1/19/22 - they reported the issue was a "spark plug misfire" (the same spark plug that had been replaced less than a month prior), and charged me approximately $1,100 to "fix" the issue. However, the check engine light came on the very next day. I returned to the dealership yet again, and after examining the vehicle they declared that there was engine failure, and there was nothing they could do to fix it. I was very upset - prior to taking this vehicle to the dealership, my car was running fine - now, less than a month later, I have a car that doesn't work and I am out $3,000. I called to talk through the issue with the dealership and Infiniti HQ - they both said that because the car is out of warranty, there is nothing they can do. However, it seems to me that this issue was caused by the service, or at the very least they misdiagnosed the problem and overcharged me - these issues have nothing to do with whether or not the car is under warranty.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/02/11) */ Contact Name and Title: KEN K. Contact Phone: ********** Contact Email: *********@jbaauto.com the vehicle was brought in for service on 12-20-21 for maintenance repairs and a hesitation when taking off or on turns.we performed the service on the vehicle and checked over for hesitation,check codes,no codes rd test etc unable to duplicate owners concern at this time,advised owner to monitor and advise if problem persists.vehicle was driven and quality checked before delivery,still no hesitation noted. on 01-27-22 (2200 miles later) owner brings vehicle in for a check engine light on and vehicle jerking and skipping when taking off(accelerating),we performed diagnostics and found a code in system p01301(misfire !#1 cylinder),perform test and found ignition coil on #1 cylinder not operating properly ,removed new plug on #1 cylinder and inspect ,found contamination on plug ,not sure if it was fuel from coil no operating ,or coolant etc ,replaced #1 coil and plug and retest .vehicle was rd tested and quality checked running fine at this time ,noted on repair order that we will monitor for possible internal engine issues.owner picks up vehicle all ok. on 01-31-22 (300 miles later) vehicle comes in with check engine light on and vehicle hesitating running rough ,perform diagnostics found same code p0301 #1 cylinder misfire,we check over and advised owner that the spark plug has coolant on it again ,the engine is having an internal issue ,do not know to what extent examples bad head gaskets,crack in cylinder head or engine will not know until further diagnostics is performed ,we just know that it is an internal engine issue.we have spoke in depth with the owner on what the possibilities are. the vehicle has been here 3 times and has had a complaint of a hesitation on the visits and we advised clearly on each repair order of what we found or could not verify but will monitor .we are in the customer service business and our customers are always our #1 priority. Consumer Response /* (3000, 7, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. ********** response is neither sufficient nor accurate. The facts are simple - the business took over $3,000 from me and either caused the problem or at the very least misdiagnosed and overcharged me. As shown in the attached documentation, I took this vehicle in for routine maintenance (manufacturer recommended 100,000 mile - not "maintenance service"). This establishment recommended that the spark plugs be replaced (not because anything was wrong with them, but because this is a normal service provided during the 100,000 service inspection). I was charged over $1,900 for this service. Once the vehicle was returned to me, I immediately noticed a difference - specifically, the vehicle was stalling when I turned it on and randomly as I was driving down the road. This problem did not exist prior to the car being serviced by this establishment. It continued to get worse, until eventually the check engine light went on. I called to report the problem, and upon bringing the vehicle back to the dealership, they charged me another $1,200 to "fix" a spark plug that they had just replaced. This repair was clearly unneeded as the check engine light came back on the very next day. At this point, the service manager stated that the "engine failed" but would not provide a specific diagnosis, and recommended I "take the car to CarMax and sell it." Mr. ********** response stated "we have spoke in depth with the owner on what the possibilities are" - this is patently false. The dealer never diagnosed the problem, yet charged me for over $3,000, while falsely stating that the car required repairs, when in fact, these "repairs" where unneeded. I have attempted to speak with the managers of this establishment, and they do not return phone calls and/or hang up on me when in conversation. Business Response /* (4000, 9, 2022/02/18) */ THE VEHICLE WILL NEED A COMPLETED DIAGNOSIS TO DETERMINE THE CAUSE OF THE MISFIRE ON #1 CYLINDER.THER IS BELIEVED TO BE COOLANT GETTING IN THE CYLINDER,WHICH WAS PREVIOUSLY NOTED.WE WOULD NEED TO GO FURTHER TO IDENTIFY THE PROBLEM ,PERFORM CYLINDER LEAK DOWN TEST,COMPRESSION TEST ON ENGINE AND PERFORM BORIS SCOPE INSPECTION ETC.THE OWNER ELECTED NOT TO PERFORM ,WE ARE WILLING ASSIST WITH THESE PROCEDURES SO THE CUSTOMER WILL NOT HAVE TO PAY FOR THE COMPLETE DIAGNOSIS.WE WOULD LIKE TO RESOLVE THIS MATTER AND FIND THE CAUSE/SOLUTION FOR THE ISSUE. THE OTHER THINGS MENTIONED IN THE CUSTOMER RESPONSE AS FAR AS WHERE WE DID NOT TALK IN DEPTH WITH CUSTOMER ABOUT THE ISSUE , WE DID SPEAK NOW 2 DIFFERENT TIMES WITH CUSTOMER. THE FIRST WAS WITH THE OWNERS PARTNER? AND THEN THE NEXT WAS WITH THE OWNER AND PARTNER AND THEY HAD I BELIEVE A MECHANIC ON THE LINE WITH US. AS STATED ORIGINALLY THE OWNER SAID THE VEHICLE WAS HESITATING ON ACC ON THE FIRST REPAIR ORDER IN WHICH WE COULD NOT DUPLICATE AT THE TIME. Consumer Response /* (4200, 11, 2022/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in prior remarks, the service manager at this establishment refused to diagnose my vehicle. I took the vehicle to this establishment for 100,000 mile recommended routine maintenance. At that time, the service technician asked if there were any issues, to which I mentioned a "bumpiness" when I made right hand turns. The service technician told me that they didn't notice this, but they did recommend that I replace the spark plugs. After doing so and taking the vehicle home, I immediately noticed a difference in it's operation. Specifically, if felt like the vehicle was going to stall every time I turned it on. This was an issue I had never encountered before. This progressively got worse, until the check engine light came on 3 weeks later. I took the vehicle back to the establishment, and after taking a look, they reported I needed to replace spark plugs that had just been replaced. This clearly was not the problem because the check engine light came on the very next day. I returned for the THIRD time, and the service tech told me "your car has engine failure and there is nothing we can do. We recommend you sell the vehicle at CarMax". They never offered to diagnose the vehicle, and had no problem taking over $3,200 for services that were not provided or authorized. I tried to resolve this issue with the Service Manager and GM - after belligerently yelling at me, they hung up - again never offering to diagnose the vehicle. I am concerned because either the technicians broke my vehicle, or at the very least misdiagnosed and overcharged (essentially stealing), and provided dismal customer service. I am worried for the safety and well being of other consumers, especially after seeing the false statements made in the course of this process.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Q60 in 2019 an since I test drove the car it was driving funny an the sales rep informed me they had to get tires on the car. After I picked the car up it was still driving Funny an they said the tires needed air. Ever since I purchased the car it's been driving unstable. I have took it in to find out what's wrong an they keep telling me that there's nothing wrong with the car after looking at it, so I took it to a different Infiniti because the dealership where I purchased was giving me a hard time because I'm a woman an was by myself. The other dealership said the same thing when it evident that the car is not driving safe. The car drives like it's on roller skates an pulling all over the road. I was told by another shop that I needed an alignment really bad. The dealership says I don't an just tighten the steering wheel an the problem continued. So after my tire went flat an took it to be repaired the guy at the shop said the tires were bad an were stripped along the inside part of the wheel an both front wheels. He says the car is wearing unevenly because the car needs an alignment. Do I took the car back to the dealership where I purchased the car for a few reasons 1 I had a oil change a week ago an the very next day after the warning light came on stating there low oil in the car an 2 the tire sensors keep saying I still have a flat an 3 the problem with this alignment situation. The GM James A. was very rude an told me to leave his office an said there's nothing he can do then got irate an stormed out his office telling me to go get my car an have a nice day sarcastically. This should be on camera in the building he was ver UNPROFESSIONAL an wouldn't give me a contact for someone over his head to address the issue.

  Business response

  01/31/2022

  Business Response /* (1000, 8, 2021/11/26) */ THERE IS A LOT TO RESPOND TO ON THIS CLAIM . SO AS FAR AS THE VEHICLE TIRES WHEN PURCHASED ,THE VEHICLE PASSED MARYLAND STATE INSPECTION ,WHICH MEANS THE TIRES EXCEEDED WHAT THE STATE STANDARD ARE FOR SAFETY ALSO THE VEHICLE HAD FRONT END ALIGNMENT PERFORMED DURING THE INSPECTION FOR VEHICLE TO BE READY FOR SALE ON LOT.DURING INSPECTION THE VEHICLE GETS A EXTENSIVE CHECK OVER FROM BRAKES TO STEERING TO LIGHT OPERATION, SO THIS VEHICLE WAS IN AND ABOVE PROPER SPECIFICATIONS FOR DELIVERY.THE VEHICLE CAME BACK 1 TIME AFTER OWNER PURCHASED TO CHECK FOR NOISE WHEN BRAKING AND TO HAVE RECLEANED.SINCE THAT REPAIR VISIT THE VEHICLE HAS NOT BEEN BACK TO OUR DEALERSHIP FOR 18 MONTHS OVER 21000 MILES. NOW THE VEHICLE CAME IN ON 10-29-21 FOR AN OIL SERVICE WHICH WAS PERFORMED.THEN ON 11-09-21 THE VEHICLE HAD A LOW OIL PRESSURE LIGHT COME ON AND A FLAT TIRE WARNING ALSO .THE OWNER WAS UPSET BECAUSE THE VEHICLE WAS JUST SERVICED HERE (10 DAYS PRIOR),SO WHEN THE VEHICLE CAME IN ON SATURDAY @1PM WE CHECKED THE OIL LEVELE ETC ALL WAS FULL,WE NEEDED TO PERFORM SOME FURTHER DIAGNSTICS AND WE PROVIDED THE CUSTOMER WITH A LOANER VEHICLE SO WE COULD HAVE TIME TO INVESTIGATE FURTHER , AFTER WE PERFORMED OUR DIAGNOSTICS THE VEHICLE HAD A FAULT CODE IN SYSTEM FOR A OIL PRESSURE HARNESS ,WE HAD TO REPLACE THE SUB HARNESS IN THE ENGINE FOR THE ISSUE ,ALSO THERE WAS A PIECE OF METAL IN R/F TIRE CAUSING THE TIRE LIGHT TO BE ON. WE PLUGGED TIRE AS PER OWNERS REQUEST.THE OIL HARNESS WAS STILL UNDER THE VEHICLE WARRANTY,THE TIRE REPAIR WAS COD. THE CUSTOMER MET WITH JAMES A.(GM) ON 11-06-21 AND SHE BECAME VERY RUDE AND DEMANDING TO JAMES AND GETTING LOUD ,HE ADVISED HER THAT EVERYTHING WOULD BE CHECKED OVER ETC BUT OWNER WAS STILL VERY RUDE , OWNER WAS PROVIDED A LOANER AT THAT TIME AND ADVISED WE WOULD CALL MONDAY ON DIAGNOSIS AND TIME TABLE. I CALLED AND SPOKE WITH MRS ******* AND ADVISED HER OF WHAT THE VEHICLE NEEDED AND HOW LONG IT WOULD TAKE AND WENT OVER EVERYTHING THAT TOOK PLACE ON SATURDAY ,IT JUST SEEMS THAT THE OWNER WAS VERY UPSET ABOUT HER VEHICLE AND THAT IS HOW EVERYTHING GOT ESCALATED TO THIS. JAMES SAID HE TRIED TO ADVISE OWNER THAT WE WOULD RESOLVE THE ISSUE WITH THE VEHICLE BUT WAS NOT TRYING TO HEAR THE RESOLVE AND JUST WANTED TO ARGUE. WE TAKE PRIDE IN WHAT WE DO FOR OUR CUSTOMERS AND GO THE EXTRA MILE FOR CUSTOMER SATISFACTION ,WE VALUE OUR CUSTOMERS AND WANT TO RESOLVE ANY ISSUES AS QUICKLY AND EASILY AS POSSIBLE

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