INFINITI of Escondido

UPDATE: After posting my original review, the General Manager contacted us and worked with Infiniti to revisit our case. Infiniti authorized a 50 percent goodwill participation toward the repair, which w Manager contacted us and worked with Infiniti to revisit our case. Infiniti authorized a 50 percent goodwill participation toward the repair, which we appreciate and recognize required additional effort from the dealership. Unfortunately, due to ongoing financial hardship related to my husband’s medical disability and loss of income, our remaining portion is not feasible for us at this time. We are currently exploring options and hope to proceed when circumstances allow. I am updating this review to reflect that the dealership did take steps to reengage the manufacturer and assist in pursuing a resolution. While the situation is not yet resolved, I appreciate the follow up and communication that occurred after escalation. I am writing this review as a warning to anyone considering purchasing an Infiniti vehicle or doing business with Infiniti of Escondido or Mossy Automotive. Our experience has shown a deeply troubling pattern between the manufacturer, the dealership, and corporate leadership that ultimately leaves the consumer unprotected, even when a known defect exists and an extended warranty was specifically issued to address it. Our vehicle suffered a failure related to the turbo system, an issue that Infiniti itself has acknowledged as a known defect by issuing an extended turbo warranty. This was not a surprise failure. It is documented, widespread, and well known within Infiniti service departments. In fact, an initial technician acknowledged that the turbo seal was the likely cause of the failure. I have this in writing. However, instead of conducting a thorough, unbiased diagnostic, the service department took a narrow and assumptive approach. They focused on the presence of sludge and immediately used it as a loophole to shift blame to the consumer, despite service records and despite the known failure pattern of these turbos leaking coolant into the oil, creating sludge, and reducing oil levels. This exact chain of events is the reason the extended warranty exists in the first place. By framing the issue as “engine failure first,” Infiniti was able to deny coverage under their own extended warranty, effectively rendering it meaningless. This tactic feels calculated. The warranty exists because the product is faulty, yet when the failure occurs in the real world exactly as expected, the consumer is told it does not qualify. Mossy Automotive’s corporate leadership offered no meaningful support. Attempts to reach executive leadership were met with silence, deflection, or claims that contact information was unavailable. There appears to be a deliberate barrier between consumers and anyone with real authority. Once the dealership submits its version of events, corporate simply aligns with it. I also want consumers to understand this clearly: the BBB does not independently investigate these cases. They rely entirely on what the dealership’s service department reports. If that diagnostic is flawed, incomplete, or biased, the consumer has no real recourse. You are effectively stuck. This experience has caused significant financial strain and stress, particularly because this vehicle was a primary source of transportation for a disabled veteran. The lack of accountability, transparency, and integrity shown throughout this process is alarming. If you are considering an Infiniti, understand this: the company may acknowledge defects publicly, but that does not mean they will stand behind you when it matters. And if you are considering Mossy Infiniti of Escondido, be aware that once something goes wrong, you may find yourself completely alone. ****Proceed with caution.**** More