I am a long-time customer who has just completed the - David Johnson
I am a long-time customer who has just completed the purchase of my sixth vehicle from West Houston Infiniti. Until now, I have been consistently pleased with the professionalism and transparency at this dealership.
Unfortunately, my most recent experience with Assistant General Manager Jose has left me deeply disappointed. During my transaction, I traded in a one-year-old vehicle with substantial funds due back to me from pre-paid warranty and maintenance programs. Without prior disclosure to me or my salesperson (with whom I have worked on all six purchases), Jose applied the majority of my refund from these programs toward the price of my new car to "make the deal work."
I was not made aware of this until I reached the finance department after all paperwork was signed and the trade-in was completed. At that point, when the numbers did not add up, Finance explained that my refund had been used to discount the price of the car as part of the deal. I was then told that if I wanted extended warranty and maintenance coverage on the new vehicle, I would need to pay for them again, out of pocket, or roll into my note.
When I contacted Jose for clarification, he was initially unable to explain where the money came from. Only after I specifically asked if he had applied my refund to the deal did he confirm this, and then attempted to justify it. I find this lack of transparency and communication unacceptable, especially from someone in a leadership position.
As a loyal customer, I expected more honest and straightforward treatment. I am requesting a thorough review of my transaction and a clear explanation of how my refund was applied. I would appreciate your prompt attention to this matter and a resolution that reflects the standards I have come to expect from West Houston Infiniti.
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