INFINITI of Gwinnett - Service Center

INFINITI of Gwinnett responded

Mr. Poteete, Your previous repair was not leaking. There was a new leak reported in October. Sun roof drains get clogged even with vehicles that are not driven a lot or stored in a garage. When driving there is debris in the air, or from other vehicles on the road and over time dirt will collect in your sun roof drain tubes. You paid $150 for the technicians time to find the leak, unclog your drains and confirm the repair by performing a water leak test. Your carpet was wet and needed to be pulled, disinfected, cleaned and dried, along with the water sitting underneath the carpet. That is what the $850 quote was for. That was for the labor to pull the seats, remove the entire carpet, disinfect it, clean it and then dry it and reinstall all components. You declined that repair so your carpet was still wet even though we did unclog your drains.

kentpoteete responded

Yes the previous repair was for leaking in the passenger side and you indicated that it was the lines had broken away from the firewall mounts and mounts had to be replaced After I brought the car in for service in October, the service performed was to verify the origin of the leak. (I) had indicated that the front floor and the back floor were wet (as they were from 2017 work). Service determined that the lines were clogged, in the service work it was NOT defined which lines were clogged. Once work was done, I brought vehicle home I realized there was water in the rear passenger side and the front as well. I was not offered the $850 after this service UNTIL I complained that they could have at least topically vacuumed the water as courtesy. I put it on a slant, vacuumed the remaining water and put a fan on the area. This was a simple process. Unfortunately, I cannot attest to the service work they did or did not do as it again leaked 2 days after the service. Once I notified that it was still leaking they indicated they will need to charge an additional $150.00 to "re-evaluate" the "NEW" leak. Obviously they either didn't remediate the leak or created the issue when blowing out the tubes(the tubes can disassociate from the connector under extreme pressure) Either way I found this to be prosperous being that after the new rain 2 days after the pickup of vehicle, it had the same leaked situation, same side. In all accounts I called around to check the labor costs and found others who would "clean up" the aftermath for less (with removing 2 seats and lifting the carpet to vacuum and dry area as the driver side had no issue) but would not address the leak as it is best left to the manufacturer whom has specialized skills to find the issue. Obviously I thought I took it to the manufacturer service center and the skills were apparently not applied to this car as it still has the leak. In the mean time I have put a tarp over the car to resolve the leak but find that the service needed was not handled effectively and that there should have been some form of warranty to the work performed. At this point I am at a stand still as I don't feel I should have to pay an "additional fee" to service work that was just not completed properly. One would expect for the value (cost) of the vehicles it would be addressed in a higher level of decorum than what I have received. I am now forced to search out another qualified regional service center to again pay my $150.00 to start the entire process over again....not the customer service experience I was expecting.

INFINITI of Gwinnett responded

Mr. Poteete, Your repair in 2017 was not the cause of your new leak. The repair from 2017 was to replace the grommet and sealant. It is still in place and working properly. It was noted by the tech on the repair order from your visit in October. The leak in October of 2020 was from the sun roof drains being clogged. We can provide you with copies of your repair orders so you can see exactly what was done at each visit. Please let us know if you would like for us to send those to you. The reason we recommend to remove the seats in order to pull the whole carpet, disinfect, clean and dry is so you do not end up with mold and then the entire carpet would need to be replaced. There is standing water under the carpet when there is a leak because there is an area under the floorboard where there is a well and water will accumulate so once you drive, it will slosh and re-wet the carpet. We charged you fairly to diagnose, unclog the drains and perform a water leak test to ensure the drains were no longer leaking. Had we removed the water and pulled the carpet, ect there would have been an additional charge. We feel we were transparent with our pricing and you agreed to the $150.

kentpoteete responded

Mr Brannon, Yes please do send the previous repair documents (you have my email on file) as they will be useful moving forward. I understand that removal of seats and possible dash if required would be time consuming. As far as the present charge, I am not disputing the charge was reasonable. I don't believe I was offered the water removal at the time of service as I don't believe the parties involved realized the extent of the standing water or negated to inspect before release, only after I raised the issue was it offered. I am disputing that the service was not comprehensive and if one was to determine if the car still had a leak they would have to remove the water to determine if it returned in the compartment during the " water leak test" in turn the car is still leaking if un- covered and if water was not removed how would someone sign off on the work to verify the leak was in fact remediated? I am unclear of said techniques but would assume that unless the water is squirting out during the " water leak test" it would pool slowly and would be difficult to determine which tube was clogged unless it pooled into and area.....never the less charging an additional service charge when the service was sub-par just adds insult to the injury. I would love to not have to search out another service center to perform the service required but I'm not feeling the "customer is always right satisfaction in this situation...