Whatever you do, do not leave your car serviced at Sacramento Infiniti by the name of Greg Sills. I do not know the others, but he's one of the service advisor there that do not possess any customer skills, do not know what he's talking about, argues with customers, also watch out, he might even put hands on you. That's exactly what happened to me today at around 5:15pm.

Make the long story short, I brought my car there to check the car drifts to the right problem (http://www.infinitihelp.com/Ownershi.../ITB03-028.htm) for the 2nd time.

First time was with the same guy. I left the car there for 7+ days. I had to call him several times and each time I called, I asked him if I need to come in to show the technician again (I already showed the technician how it drifts to the right during highway speed when I brought the car in.) and each time I was told no. On the last day, this guy called me to pick up the car and I was told that they could not replicate the problem and that they would not going to work on my car anymore because it's been there for 5 days.
I was upset, argued with him on the phone and then once again when I went there to pick up the car. Was I the one who kept the car there? How can customer service tell their customers that they will not work on their anymore when the car is still under warranty? Didn't I ask several times if I need to come in and replicate the problem for them?

Today, they were able to replicate the drift, replaced the compression rod and the problem still exists. They performed the alignment and the problem fixed. However, it was without my consent of doing the alignment for $99 when I could have brought it to my friend's shop for half the price.

I need 3rd opinion... Here's what I signed this morning when I brought in the car: "CUST STATES THERE IS A DRIFT TO RIGHT CK & ADVISE ALIGN IF NEEDED", then there's "$99" for Labor all the way to the right of that line. Plus a couple more items listed on the service sheet; check breaks (which they changed under warranty) and oil change.

Tell me if this statement means they can do the alignment without my consent first? Does all Infiniti do that, meaning they don't call the customers first before performing jobs a customer has to pay while the item is still under warranty?

He threatened that if I don't pay, I'm not going to get the loaner and my car will not be released. I demanded to talk to his supervisor, but he was already gone for the day.

The worst was when I was arguing with him about it, I took the service paper print out that was laying on the counter and wanted to point out that it stated "...advise align if needed". At that time, he grabbed my hand and wanted to take the papers back. We were doing "tug'o war" for about 10 seconds. I didn't want to let go and we kinda torn about an inch of the paper and he said, "let go of my papers, don't tear my papers, that's my papers, these are the properties of Infiniti." This was in front of all other customers and the cashier lady. At the time, I was so irate so upset so outraged and was thinking, I was only trying to point out what was wrote down black and white, why would a customer be treated like this?
I pointed my finger (not middle finger) at him and said, "you do not belong in customer service and you will not lay your hands on me again!"

He walked out of the cashiers office. The cashier's Lady told me I should pay and can call his supervisor tomorrow. I did and left the place with the most outrage, upsetting experience I have ever encountered.

Not that I can't afford $99. But a treatment like should never be experienced by a customer. Besides, why would I pay more than 1/2 of what they charge when I can have the same result from my friend's shop. I am a Tech Support Lead and have been in customer service for 5 1/2 years. A rep like this in my department would be handed a pink slip w/o questions asked, not to even mention being physical with customers. Customer is not always right, but they pay for your job and should be treated with respect.

Sorry, I thought it would be short. Thank you for reading and your patience.

 

wow, i would have gone ape**** on him and let him have it right infront of everybody.

he would have lost his job.

 

Sorry to hear about your experience. Definitely talk to his supervisor/manager and report him. I would of twisted his neck backward if I was in your situation.

Since your car was drifting one side, shouldn't Infiniti fix it for FREE under warranty? Why would they even charge you for Alignment. I mean I don't have enough experience with dealers but with local shops they would always call you prior to performing any service.

Without a doubt, do not let this guy slide by like that.

 

That is total BS. I would file a written complaint with Infiniti and copy the dealership's management of both sales and service. Conduct, such as you had experienced is not acceptable and should not be tolerated under any circumstances. I trust you will be afforded a speedy resolve to your complete satisfaction.

 

I would go back down and get my $99 back. The car is under warranty and it should be fixed FOC

The key here is don't get pissed. Talk to the general manager. Be polite but don't take no for an answer.

 

Sorry to hear about your bad experience. Try contacting Infiniti Consumer Affairs @ 1-800-662-6200 and let them know about your experience. I believe this is the same group that reviews the survey in which you get from Infiniti after a purchase and or service. Good Luck and don't take their $hit.

 

Guys, thanks for the support. I didn't really want to get into the trouble and involving any cops with me going crazy in there. I almost lost my composure, but held back took several long breath, think before talk. I couldn't believe I did not even swear in there.
I'm still upset at this whole fiasco. My face still turns red, heart still pumps faster and faster and blood pressure still going up when I think about what happened. Hopefully I'll feel better tomorrow morning.
I'm definitely going to talk to his supervisor tomorrow and escalate it up the chain. I will definitely call Infiniti Consumer Affairs as well.

 

You did the right thing by not turning this into a physical fight. Assaulting the POS Service Advisor would have only made things worse. Definitely follow up on this and let us know what happens.

 

WOW, that sounds like a horrible experience, I'm surprised to were able to not sock him out right there. I also purchased my car from Sacramento Infiniti, and will definitely look out for that guy. You should complain to customer support, because no matter what happens, they shold never touch you. Hope everything works out okay, plz let us know how the matter is resolved.

 

In my opinion they should warranty the 99 bucks, but here's something to think about... I don't think they can really check and "advise" if an alignment is needed. It seems to me that once you have the car on the machine and get it set up, take the measurements, do a camber sweep etc, that is, the "checking" part, in a lot of cases that's going to be 90% of the work. It would be kind of illogical to do all that, see the camber's out on the RR wheel, and then call the customer to see if he wants me to adjust it. To me, it's all part of the same process. I think your better argument is that they should warranty the $99.

 

Wow, echo what everyone above said. You stayed composed, which is good. I think I'd have knocked that guy out. Definitely follow up with all the pertinent entities (Infiniti of U.S, his manager, etc...) and get your money and an apology. Good luck.

 

+100

 

It doesn't matter who's right and wrong with the service, they should treated better than that. More so since it is an upscale dealer. The way you were treated was so juvenile.
An alignment might be expected since your car doesn't drive straight. It would be a little different if they replaced expensive suspension parts without your consent. Whatever the case, that dude should of dealt with you in a more professional matter. If you could of got an alignment for $50 at a friends place, I would of done that before taking it to the dealer.

 

Stay composed, firm, and detailed when you go back and speak to the MANAGER of the dept. Going further I would mention that I was considering legal action if the answer doesn't go your way. But stay calm and polite at all times.

 

Please post the dealership's contact information....

If this isn't resolved by lunch time Monday, we should all do our best to spread this on the net.

We can easily make things very difficult for this dealership....