ComplaintsforInfiniti On Camelback

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 7th I took my vehicle for a diagnostic after experiencing issues with my car and check engine light turned on. I specifically addressed the concerns I had with the car with the tech. I was called by them several days later and they reviewed the issue they identified which included replacing 2 parts related to the engine, brakes and an oil change. I authorized the repairs. I picked up the vehicle on June 14th and paid $2808 for the repairs. One of the sensors was still on (seat belt) when I got in my vehicle, so I left the car and returned later that evening as they said the vehicle was ready. On June 15th, my car began to experience the same issue. Due to unforeseen circumstances related to a family emergency, I was unable to notify the dealership of the issues with my vehicle. On June 20th, I called the dealership and shared with them the issues, including the fact that the check engine light was on again. They asked that I drop off the car on June 21st. On June 26th the tech called me and said my engine was the issue and the repair would cost $12,000 or I had the option to buy another vehicle. I spoke to the service manager, ****, and discussed my concern that I paid $2800 for a repair on two parts of the engine, when the whole engine was non-functional. He offered to connect me with the sales department to purchase a new car or provide a discount off the $12,000 engine replacement as a solution. I declined and asked for a full refund, because the car was not diagnosed correctly and unnecessary repairs made. Correct diagnostics of the vehicle would have provided me a clearer picture of the magnitude of the issues, repairs and costs associated. However, he said the work had been done on the car and they had no way of correctly diagnosing the issues without the initial repair. He declined a refund, asked me to return their loaner car by 5pm and hung up the phone.

  Business response

  07/05/2024

  Mrs. ****** vehicle was first brought in on 5/8/2024 for a check engine light, An outside shop told the customer the vehicle had Variable Valve Timing Actuator codes stored (which is the same codes as the second and third visit,P0011 and P0012) and they may need reprogramming. The vehicle was diagnosed here and the faults stored were past faults. Meaning they happened previously and the vehicle has not seen the issue again.
  
  The second visit was 6/7/2024 for a check engine light,vehicle stalling, and seat belt indicator illuminates at time. We diagnosed the vehicle and found the P0011 and P0012 present and the *** Actuators not responding. Upon further inspection we found there is no documented oil change between ***** miles and ***** which is a gap of ***** more than double the oil change interval and very low oil in the engine. We advised the customer we need to replace the Variable Valve Timing Actuators for not responding and perform and oil change to start but there may be further damage.
  
  The third visit the vehicle came back with a check engine light. We diagnosed the vehicle and there was again P0011 and P0012 stored.With the oil level correct and actuators replaced we were able to continue to diagnose the vehicle and see the timing was okay and the actuators were responding. We continued to diagnose the vehicle and remove the lower engine oil pan to check for debris in the oil. After removing the pan we found metal shavings present indicating internal engine failure due to lack of maintenance.
  
  These issues are caused by lack of maintenance that has been documented and evident. The customer still insists the vehicle was maintained properly. The first repair was a necessary repair in a multiple step issue. The customer is understandably upset about spending $2800.00 and having found out about further issues with her vehicle. The vehicle was not improperly diagnosed there were two issues present.
  
  Actuators not responding.
  Internal engine failure.
  
  

  Customer response

  07/09/2024

  
  The information provided  is misleading and incorrect. When service advisor, ***************************, contacted me on 6/7/2024, he inquired about the oil change history. He was informed oil changes were  were completed at another reputable mechanic shop near my home. Contact info/records to demonstrate that the vehicle was serviced regularly, were offered.  Most importantly, under no circumstance was I notified that replacing the variable valve timing actuators was an initial starting point in locating the issue with the car nor was I informed there may be further damage. I was assured that this was the issue based on the codes & the inspection of their mechanic, and changing these 2 parts would restore my vehicle to working order. Had I known that there could be other potential issues affecting the functionality of my vehicle I would have reconsidered approving the repairs. I specifically raised this concern with service manager, *****. Another concern to raise is the way that the cost of the repairs were addressed. When I was notified by ****** that my car required two variable valve timing actuators, new breaks and an oil change, he quoted me at $3200. I was reluctant to move forward due to the high cost. I asked if there was a coupon available online. He informed me there were no coupons but stated, "We can work with you". He later asked me for an amount I'd be open to paying, attempting to negotiate a price. I told him I was unsure but he insisted that I give him a figure so he could present to his manager.  After some thought, I told him "It has to be less than $3k". Hours later, he called and offered to charge $2800. I am bringing this up and bring to highlight how this transaction occurred and why I continue to feel that the dealership was misleading and lacked transparency.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Despite several attempts to seek assistance,After the rim repair at Camelback Infiniti, I experienced issues with vibrations while driving on I-10 not long after leaving the dealership. Despite contacting the dealership and being assured that the car was safe to drive, the situation worsened on May 26 when the repaired wheel came off while I was driving on I-10, leaving me stranded and in a hazardous situation. The damage caused by the wheel detachment resulted in further issues with the car, including damage to the rotor and front tire. The mechanic who assessed the situation explained that the lug nuts had likely broken at separate times and were not installed or tightened properly during the initial repair at Camelback Infiniti. I requested urgent assistance from Camelback in arranging for the car to be towed to Camelback Infiniti for the necessary repairs. Camelback denied responsibilitiesand stated that I needed to communicate with my insurance company. I require replacement of the damaged rim(s) with the same type of rim due to the lug nuts breaking. Additionally, I would like to discuss the extent of the damage and how it can be rectified. It is essential that I have access to a loaner car during this process, as the car is currently not drivable. I have documentation of all expenses incurred as well as contact information for the state trooper who assisted me in getting to safety. I have attempted to contact Camelback Infiniti for assistance, but have received no response from ****** or ****, despite efforts to communicate via phone and email. I kindly request your intervention in this matter to ensure that proper action is taken by Camelback Infiniti to rectify the situation and provide the necessary support. Your prompt attention to this urgent matter is greatly appreciated. Thank you for your assistance and understanding.

  Business response

  06/26/2024

  This customer initially called into the store and spoke with my Service Director *****************.  After the initial call he then followed up diligently via email and phone.  We investigated what the customer was stating and found no fault from the dealership as we take this kind of thing very seriously.  While communicating with this customer her insurance company called and spoke with ***************** asking information about the incident.  They then told my service director that the customers insurance company will be taking care of the damages as they found that she was at fault in whatever initially caused the described issues.  I believe now she is asking us in her complaint to pay her insurance deductible which I do not feel is our obligation to do so.  Please let me know if there is anything further you may need from us regarding this complaint.  Thank you.

  Customer response

  06/26/2024

  The person at Camelback Infiniti sent a message to say that my insurance would speak to me. My insurance company has nothing to do with the wheel detaching from my car after being serviced at Camelback Infiniti. Buddyz auto repair and ****** Infiniti have inspected the car and stated that the wheel was not installed properly. My insurance company has not viewed the car. Telling me that my insurance company will talk to me is unacceptable. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had to sign contract 3 times. I never was notified that the contract was being changed. I had coverage on Run flat tires cause they were pricey. I called the Dealership cause my tire was flat n was told I didn't have coverage. I have paperwork showing I have coverage. They changed the contract without me knowing. No one Ever told Me that I wouldn't have coverage after signing New Contract.I could have keep my trade in, Only had 2 months left to pay off.I'm Very Depressed over this. Finance **************** ***** *******

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 24th I purchased a used 2015 ************* 350 GL from Infinity Camelback. After returning home with the vehicle two days we noticed oil leaking. He contacted infinity they said to bring the car back in. In the meantime, we got a new car inspection completed by **************************. They kept the car for three days prior to us, returning the vehicle for the crack in the radiator and CV boot leaking, Infiniti of Camelback said the leak was coming from the boot. They noticed the crack in the radiator and said that they fixed it because the coolant light was coming on as well after taking the car to another new car inspection with ********************* repair shop they noticed that there was also a leak and gave a recommendation wed have not had access to the vehicle since the purchase with the exception of picking the vehicle up yesterday July 6, we noticed the same oil in the same spot leaking in the car, shaking real bad, and the electronics not working infinity of Camelback has been dishonest and not trust worthy regret, making this purchase, and will continue to pursue whats fair, which would be a reversal of the transaction, especially since they refuse to fix the motor mounts, which is a great safety hazard this vehicle was to be used to transport minors to therapy and at this time cannot be driven in the condition that it is in

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle (Infiniti QX80 2020) from this dealership on 10/15/2022 from sales ***************************. The vehicle was at another dealership (Infiniti of Peoria), and I was told by ****** that Infiniti on Camelback owns this other dealership and she could arrange us to view the vehicle. My family and I view the vehicle at Infiniti on Camelback, noticed the vehicle was not inspected as there were numerous cosmetic defects and damages (grab handles, visors, wheel damages, faulty airbag light, alignment issues). ****** and the Sales Manager advised they would fix all of these issues with no problem, and signed a document labeling all of these issues. I was told I would get a call the next business day, There was no call the next 4 business days, I had to call- I spoke with the Sales Manager again who promised everything was being taken care of and theyd call when the repairs were finished. The next day, 10/20, my wife called in, they said the vehicle is fixed and it is operating properly. The vehicle is delivered to my house that afternoon, and none of the major mechanical issues were fixed. The Sales Manager and the service department (****) willingly sent the vehicle knowing there were potential mechanical issues. My wife is pregnant and have a 4 year old son and they provided a vehicle with an active faulty airbag warning light, which per the owners manual could mean a large risk in airbags deploying upon impact and to immediately take to the nearest dealership. I called the dealership back immediately upon receiving this vehicle and spoke to the ** *********************. He did not care for the safety of my family, and did not take accountability for the fact the vehicle was not initially inspected before selling to me, and for lying about the fact the mechanical repairs were completed. They misrepresented the condition of the vehicle, and misrepresented their ownership of Infiniti of Peoria. We still do not have the vehicle and have not received an update.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  There are codes that come up on your car that if a mechanic has even a competence level 5 out of 10 of simple mechanics 101 it's a very simple process to follow and fix the issue when using these codes. ***********************, in the service ***** told me he could get my Infinite fx35 into their shop immediately and fix the issue. I was not asking him to identify the problem, I knew what needed to be done, as I had already had another shop diagnose the issue, but couldn't get me in for two weeks. So I made the worse mistake ever & thought I may pay more by taking it to the dealership, but it will be done right. What a joke that turned out to be!! What should have been a two hour job, which was to replace the ********* Throttle Body turned into two weeks, and in the end I received my car back with absolutely NOTHING DONE!!! That's the short version. In case you don't know what happens when a throttle body is bad on your car, it will stall at lights, while driving on freeway - is it very dangerous. My car had been stalling for a few days when I brought it in. This was not only extremely dangerous, but humiliating and frustrating if you can imagine being at a light and every car behind you is honking at you to go and it's 115 outside and you have NO a/c as your car is STALLED. After sending me home on the first day I arrived at Infinite with a Lyft, thinking I would get a call with the throttle body replaced approximately two hours later I instead receive a call within 5 minutes of being home that my car is "fixed". I was very confused but thought they knew what they were doing. Apparently after doing a simple diagnostic, following the "manual's instructions" and driving my car for a mile or so they could not replicate the issue of stalling so they "reset my codes" and called it a day. Not doing what I asked which was to REPLACE MY LEFT BANK THROTTLE BODY! What followed for the next two weeks can't be fit into this very limited characters you provide...see email sent yesterday.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In October 2021, I travelled to the Infiniti Camelback dealership to inquire about trading my 2019 Jeep Grand Cherokee. After speaking with one of the sales representatives (***) for several months, I was ready to discuss my options to trade my vehicle. I was able to find a 2014 Infiniti QX80. After signing the paperwork, I was advised the detail department damaged the bumper on my newly purchased vehicle. I was given a 2017 Infiniti QX80 to drive until the bumper was repaired. After 2 weeks (or so), the vehicle I purchased was finally delivered to me. When the 2014 QX80 was delivered to me, the interior of the vehicle was dusty on the inside, there was grass in the compartments, and even a dead bug in the front console area. It was OBVIOUS this vehicle was not detailed. In addition, the vehicle had damage on the body such as the top trunck section was scratched, the driver seat moves, the rearview mirror on the driver side was broken, the third-row seat was broke, and the trim on the outside of the windshield window was separating. After speaking with the sales representative, the rear seat was fixed, however all other issues are still unresolved. I am NOT happy with the purchase and delivery of this vehicle. I would like BBB to help facilitate a mutual compromise with Infinti Camelback and I. What can we do to help me enjoy the vechicle I purchased? Thank you

  Business response

  12/29/2021

  Dear BBB Representative,

  A member of our management team has reached out to ****************** and is working with her to resolve this matter.

  We can provide a final update shortly.

  Best regards

  IOC Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩