We purchased an Infiniti-Certified-Pre-Owned (CPO) QX60 - Wen
We purchased an Infiniti-Certified-Pre-Owned (CPO) QX60 from this dealership earlier 2023. From the experiences with them and the Infiniti US Headquarter, we wouldn't purchase another Infiniti again. If we had to, we would not get it from this dealership. If we had to deal with them again, we would ask for anything writing before signing anything or putting down the first dollar.
During paper-signing, the person doing the paper works told us that, since it’s a CPO, the vehicle was checked thoroughly: they would’ve repainted any color mismatches, fixed any dents and anything big or small; and, we could bring it back if we found any problems, they would fix it. He continued, pushing us into purchasing the “bumper-to-bumper warranties”. Many people who bought vehicles from them would have heard of the same.
A few weeks later, we noticed a problem with rear bumper. We contacted them for repair. Because of the three-month and the bumper-to-bumper warrantees, we thought they should’ve taken care of it.
But, no. They wouldn’t do anything about it. We were finally able to talk to a sales manager, Mak Khan. We told him what we were told. He then asked us, “do we have any proof of that?” We knew then we were skewed.
He later told us that the “bumper-to-bumper-warranty” DOES NOT include the “Bumpers”. He said he would, as doing us a huge favor, try to fix it. Despite his attitude, we were fine if it was fixed properly. But sadly, the problem came up again soon after their fixes.
We contacted them again. This time, Mr. Khan said we should’ve checked it thoroughly before purchasing and suggested us using our insurance to cover the repair, implying us caused the problems! What a wild, baseless, and insulting accusation!
Knowing that going nowhere with them, we contacted the Infiniti’s USA Headquarter. The HQ representative asked us to bring the vehicle back to the dealership. They replaced a bumper-bracket that time. It seemed alright initially, but, the problem came up again.
We contacted the HQ again. Another representatives, Ms. Wendy and Ms. Adia, handled the case. From them, we found where the Infiniti stands on customer services. From Wendy, we learned what it meant when they said something need to be replaced within certain time period or certain mileage. She, thus Infiniti, said if the customer is paying for that item, it’ll be whichever comes first; and, if they need to pay for it, it’ll be the one that comes later.
Because we were asked for the “proof” of whatever we were told by dealership, we always asked for everything in writing. But we never got one. We thought Ms. Adia, the supervisor, will be different when she said she would summarize the phone conversions in an email. But, she’s never sent it. They asked for proof of conversations to provide service, but they refuse to give out one!
The other incident we had with this dealership is about the license plate. During signing, we were told we should get the plate in about 6 weeks. We did not get it two month later. They gave us the second temporary plate before the first one expired.
We still hadn’t received it one month into the second plate. We called them for about a week, and were told every time someone would contact us. No one ever did. We had to raise our voice before we could talk to someone other than the front desk, Mr. Boatman. He told us they just got the title, and we should get the plate soon. (Unbelievable! They got the title three months after it was sold!)
One week before the second temporary plate expired, we contacted Boatman, but didn’t get any responses from him for several days. Eventually, someone else called, saying the plate is ready. We're really bothered by the ways they handled the case.
If we could redo, we would have spent a bit more for the real luxury line of vehicles, like Lexus, Acura, or even Genesis, instead of this wannabe; or a bit less for Honda or Toyota, would've got a better-quality vehicle either way. And, we would get it elsewhere.
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