Sorry for the long read, but I just wanted to share my personal bad experience with Infiniti. They make great cars, but their dealer network and customer service sucks. Below is a letter I wrote to customer service. I requested compensation to have my tire repaired at a location of my choice and they have denied my request.

I have had an extremely unpleasant ownership experience with my 2006 G35 coupe. What should be a small problem has turned into a reoccurring pain and major inconvenience.

The issue lies in the tire pressure sensor monitoring system (“TPMS”). By referencing the above file number, you should be able to access the full repair history on my vehicle. The TPMS has faulted multiple times.

Santa Monica Infiniti (Santa Monica) in California further complicated the problem by curb damaging three of the wheels during one visit. In order to resolve the damage, Santa Monica sent the wheels to an outside vendor for repair. Apparently, the repair results were unacceptable so Santa Monica swapped on a new set of wheels and tires off of a 2007 inventory vehicle.

I moved to Texas and the TPMS fault light came on again. I brought my car to Crest Infiniti (“Crest”) to service. After a couple of failed attempts, Crest discovered that the sensors are for a 2007 model year G35. They did not believe they would be able to obtain factory authorization to perform the repair because the sensors and wheels were off of another vehicle and would only be covered under the dealer warranty. The problem was further complicated due to the negligence of Santa Monica. I had already been in contact with Consumer Affairs to get this resolved. Vim at number 866-799-1690 ext. 1437 has been my representative.

After several back and forth telephone calls and messages between myself, Santa Monica, Crest, and Consumer Affairs, Santa Monica authorized the replacement of the sensors from the 2007 ones to the correct 2006 ones but they needed to be installed with and adapter to fit the 2007 rims.

Todd Baumgartner has been my service advisor at Crest. He informed me that things are going to work out and scheduled me for an appointment on June 17, 2008 to have the correct sensors put in. The work was completed, but I was informed that his Service Director, Arik **** would not authorize the release of my car back to me because Crest had not secured payment from Santa Monica for the parts and labor. Santa Monica apparently refused to issue payment via credit card, but would overnight a check instead.

I was very upset about this because I just wanted my car back. Why did Crest inform me that they were ready to perform the repairs when they had not secured payment from Santa Monica first? What is the point of holding my car hostage when Santa Monica is the party who owes them money? I was told a story by Mr. **** about how he was “burned” by another dealer in the past that never paid for a dealer warranty repair. So what? That is not my problem. What authority or persuasive power do I have over Santa Monica? I was told that the only way Crest would release the car back to me was when Crest received payment from Santa Monica or payment from me. I am not paying for repairs done on my car that was the result of the incompetence of another dealership and of Nissan/Infiniti for installing a lousy TPMS. If Santa Monica were to never pay for the repair then Crest would indefinitely hold my car? If presented with all the options ahead of time, I would not have taken my car back to Crest until they received payment from Santa Monica. My car is fully drivable and I am more than capable of checking my own tire pressures so it really doesn’t matter to me if the system is not working. The only reason I brought it inn in the first place is because I was under the impression that Infiniti would stand by its products that are well within the manufacturer’s warranty period.

I was lied to directly by Mr. **** by his statement that neither Crest nor Santa Monica has any accountability to Infiniti. If that is the case, then why does Infiniti bother sending out customer satisfaction surveys? If this is the attitude Mr. ***** has, then Infiniti should seriously consider stripping the usage of all Infiniti trademarks by Mr. **** and Crest as they have no problem disparaging your company. I understand Crest’s concern for payment, but in the long run, is them covering their behinds over a $500 bill worth an upset customer?

I do understand that the dealerships are independently owned and operated, but ultimately, they are representing Infiniti and its good name. These people walk around with the Infiniti logo on their shirts and on their business cards. In situations like this, I expected Infiniti to step in to facilitate the resolution. Aside from some telephone calls, I have the sense that Infiniti neither cares nor has the power to make the customer happy and to ensure return buyers. This incident has definitely deterred me from purchasing another Infiniti and recommending others from purchasing an Infiniti. I will be looking at Lexus and Acura from now on. This is a shame as I truly believe Nissan/Infiniti builds nice cars in general. Unfortunately, if the lack of support from corporate and the attitudes from your dealerships is what I am to expect, then no thank you. Mr. Baumgartner has tried his best, but his Director, Mr. **** places his own interest ahead of those of his customers.

I was finally able pick up my car the following day after Crest received the check from Santa Monica. However, upon inspection, there was a knick on the lip of the front right wheel. Mr. Baumgartner assured me that he would call me the next morning to have the wheel repaired. I left the lot and after driving approximately 20 miles, the TPMS light came on again right before I reached my home. I pulled into my garage to see that the front right tire was completely flat. If the preexisting issue with the TPMS light was not there, I would have pulled over immediately when the light came on. It was a good thing that I was close to home or else I may have lost the entire tire and control of the vehicle on the highway.

The car was transported back to Crest the next morning on a flatbed where the tire was supposedly inspected and re-inflated. A road test was performed and I took the car back. However, within a week, the tire pressure dropped to below 25psi. Another trip was made back to Crest Infiniti where sealant was reapplied along the bead and again, the car was road tested. Everything is fine for 50-75 miles and then the tire starts to lose air again. I have absolutely no confidence that Crest or Infiniti can properly resolve this issue 100% on their own. It is a waste of my time to continue bringing my car back to Crest. I do not understand why shops like Discount Tire can have no issues installing and repairing tires on my previous and other current vehicles, but an allegedly factory authorized dealer service department cannot fix a faulty TPMS without causing other issues.

I would like a written apology from a corporate representative with Infiniti and assurance that some type of disciplinary action will be taken on Mr. ***** for his business practices and attitude. I would also like payment from Infiniti to have the tire replaced at a location that I trust of my choosing as I do not intend on making the trip back to Crest again. The front right tire has obviously suffered some type of permanent damage due to the poor workmanship at Crest. The TPMS issue seems to have been resolved, but now the front left tire has a slow air leak and has to be checked and refilled at least weekly.

A prompt response to my request is appreciated.

 

Have you contacted the tire manufacturer (bridgestone?) regarding tire warranty?

Sorry to hear about your bad experiences; the franchise will be taken away with enough bad complaints. Regarding your local dealer in TX: they do have to watch their own backs.

 

Dam, I'd be pissed. I'd have had the cops there in a heartbeat if they were holding my car for a payment from another dealer.

Fortunately most of us haven't gone through what you're going through, but I feel your pain.

 

I have had different issues but the same sort of stuff and i feel your pain. hopefully it gets fixed up and you can enjoy your car!

 

Wake up you're having a nightmare or it
sure sounds like! I'd just replace the tire if Crest won't admit to there lack
of knowledge in the simple process. (a monkey and a screwdriver could
change a tire....and offen do) LOL Had Santa Monica done the job right in
the first place you wouldn't have all these issues. Only return to the
dealership for warranty work and become a DIY person. (save your receipts)
Gary

 

Bought my car from CREST, went there for a few issues... then gave up... SEWELL FTMFW!!!! Won't ever visit Crest again, guy at Sewell said they get a lot of customers from Crest coming over there looking for better service. I must say, I have nothing but great things to say about Sewell, besides the drive...

 

I feel yoru pain... cept my experience is from insurance companies!