INFINITI of San Antonio

INFINITI of San Antonio responded

The used car in question was repaired by Audi under warranty and had been driven 800 miles and while we truly appreciate your business we only gave you $1000 less than you paid for the vehicle not thousands less and as a business owner who rents out higline vehicles you should be more than understanding that we can not take losses only because you are unhappy with your purchase, the vehicle had one repair made under warranty by Audi at no charge to you and we feel that our resolution was more than fair under the circumstances.

Mejsabas responded

Well that’s where you are misinformed. Initially you were attempting to give us $2500 less then what we paid for this vehicle. After going back and fourth with your general manager you agreed to $1000 less costing me $1500. The vehicle upon purchase had a bad charging portal, a missing window trim which was just thrown in the back luggage compartment of the SUV. Both repairs were completed by Audi Dominion. The vehicle spent several days at Audi. Audi also stated the routine maintenance had not been completed on the vehicle which was completed at that time. When we purchased the vehicle we were also informed by your sales guy the vehicle had 400 plus mile range on a full charge which was not accurate. A full charge gave us 180-200 mile range. We were misinformed and we did not receive a ready to go vehicle. We shouldn’t have to take a vehicle for any repair As soon as we drive it off your lot. According to your manager you guys don’t put any vehicles on the lot that have not been inspected and checked for any issues which obviously wasn’t done when I have a piece of vehicle trim thrown in the back and a bad charging device that won’t charge the vehicle.. I can guarantee you there was not 800 miles put on that vehicle while in our possession. It wasn’t even possible to drive this vehicle much less put mileage in it. This vehicle sat the majority of time. As an owner I wouldn’t hold my customers liable for a vehicle that is not up to standards. The problem is you are to concerned about a “loss” rather then fix a problem with a customer who had no fault in all these problems.

INFINITI of San Antonio responded

It is Unfortunate that you recieved less than our best on your visit but in no way does that explain taking a bad experience and assuming it is racism, I wish we had done better but we have a very diversified staff and I have to believe we would have had other complaints on this long term Highly Rated employee long before now if this was truly an issue and its unfortunate that this review site DealerRater allowed such a review to even be posted. We wish we had done better on meeting your service expectations but simply we did not and it was in no way based on anything but an employee who was helping another client when you arrived and someone else not stepping in to help you which has been addressed and we will continue to work to deliver our best daily to all of our clients.

S_lady31 responded

With all due respect I see where you are trying to go with your justification and the lack of customer service on the part of Mrs. Stewart (Service Advisor). Additionally I understand that you are trying to protect the integrity of the dealership in relation to customer services. However customer service is very important in every successful business. The mere fact that I asked Mrs. Stewart if she could explain my invoice and her response was “What is there to explain?” and then she asked if I knew how to use the app to pay my bill, granted it was my third time having a service done to my vehicle at the Infiniti of San Antonio. Therefore I was well aware on how to pay my bill through the app. Now to address the issue of being ignored when I arrived for an appointment scheduled by Mrs. Stewart. When I arrived (on time) for my 1pm appointment. Mrs. Stewart was standing at a desk in the service area with no one there. In fact there was one person in the waiting area when I sat down and waited 15 minutes to be acknowledged. My car was in the service area still running (my car sat for 15 minutes with the engine running). The service driver came to check on me twice and when I got tired of waiting and was getting ready to get in my car and leave the service driver let Tanner know that I had been waiting and Tanner asked if I could please give him the opportunity to rectify the situation and get me checked in, notify Mrs. Stewart that I had been waiting and was ready to leave because I had not been acknowledged. I do appreciate the service manager Ricky (Service Manager) contacting me several times asking me to remover the write up. However I’m not a lier nor do I appreciate being stereotyped. Tanner (Service Advisor) has what Infiniti of San Antonio should emulate when it comes to world class customer service. Thank you Tanner. I do appreciate all your assistance.