Rickenbaugh INFINITI - Service Center

Rickenbaugh INFINITI responded

Mr. Romero, We regret that you had a negative experience, but we must clarify the situation for accuracy. When you arrived at our dealership, our team provided the correct key FOB and repair order to you, both clearly identifying your vehicle by VIN. Our service advisor, Robert, who was poorly treated by you, but still pointed you toward the correct vehicle, which you stood in front of while you waited for the tow truck. Despite this, your tow company representative loaded another customer’s vehicle without verifying the VIN or confirming the functionality of the key FOB, which did not operate the vehicle they towed. It is unclear how your representative was able to remove the vehicle, but later obtaining a new key without proper proof of ownership raises serious concerns. Your mechanic also performed unauthorized repairs on the vehicle, replaced parts that had no issues and at no point informed you that this may be the incorrect vehicle (the two vehicles in question are two model years apart and the only characteristic they share is they are both black sedans). Your own vehicle, for which you declined the recommended repairs, remained at our dealership the entire time. It was your decision to leave it on our lot while you arranged for a tow company. The rightful owner of the vehicle you removed reported the vehicle missing, and we were obligated to file a police report for theft with the Dacono Police Department. They are at a loss on what to do next, as their vehicle was reported stolen and a non-Infiniti mechanic replaced parts on their powertrain with parts that we cannot determine the source of. Furthermore, during your interactions with our staff, including multiple visits and phone calls, you were consistently rude and disrespectful, which made it challenging to address your concerns constructively. I personally witnessed a phone call where you yelled at my Service Manager, Brandon, for the entire 10 minute phone call. We understand your frustration but cannot take responsibility for costs or damages arising from this error. We encourage you to work with the Dacono Police Department to resolve the matter, as the vehicle’s owner and our dealership are affected by this situation. We aim to treat all customers fairly and respectfully, but we provided all the necessary documentation and the keys for the correct car. The accountability for the vehicle you removed lies with you and your tow company. Sincerely, Chris McNeal General Manager