Complain about a product or service

Infiniti of Coconut Creek

Coconut Creek, FL

James of Oakland Park, FL October 22, 2009

On October 4th, 2008 co-owner of our 2008 Infiniti EX35 was in a car accident, which they were rear ended. The vehicle was still driveable and was driven to the dealer which we purchased the vehicle from which is Infiniti of Coconut Creek. I contact the dealership before the vehicle arriving to ask about their body shop. They informed me that they do not have a body shop on premise but send all body shop customer to Proway Collision in Delray Beach, FL. They then gave me the contact number of the body shop. I contact the body shop and they picked up the vehicle from Infiniti of Coconut Creek later that day. After the vehicle being in the body shop for over 2 months I finally received it back just before Christmas.

Fast forward about 1 year. The back end of my car where the body meets the bumper, the paint is peeling off in chips. I contacted Infiniti of Coconut Creek and they informed me that I needed to contact ProWay, which come to find out is no longer in business. I informed Infiniti of Coconut Creek that the body shop that they sent my vehicle to is no longer in business they informed me that they could not do anything about the vehicle and that I would need to contact my insurance company. My insurance company informed me that because the vehicle was not sent to one of their recommended body shops that they do not guarantee the work and the Infiniti of Coconut Creek should take responsibility.

My insurance company (Mercury) contacted Infiniti of Coconut Creek and they were informed that they will not guarantee the work that the body shop they sent me to and that they inform there customers that they do not guarantee the work. I was never told that by Infiniti of Coconut Creek because if I was informed of that, I would have asked my insurance company to provide me with a reprutible company. I am now stuck with a 2008 Infiniti EX35 with painting chipping of the back and Infiniti of Coconut Creek will not except responsibility for their actions and sending a customer to a body shop that they do not guarantee. I do not believe that I should be the one paying for my vehicle to be fixed. I am not the one that pointed me in the direction of the low quality body shop. If anyone could help me, I would like to file a suit against Infiniti of Coconut Creek just to pay for the repairs of my vehicle. Thanks

Kristina of Port St Lucie, FL April 24, 2008

I originally went into the location to look at a used G35 but after speaking to one of the sales reps Larry Karlin we ended up putting a deposit down on a 2008 G37. While there that night and talking to Larry he showed me the new 2008 QX56 and I fell in love with it. About 3 weeks later I came back and bought the QX56, everyone that night was very nice and very professional. About 2 weeks later the G37 came in and once again we were back at the dealership purchasing another car from Larry. Everything at this point was great; Larry was extremely helpful and very kind and I thought that the chocolate baskets they sent were a nice touch. I was very impressed and had already started referring people to Larry and the dealership.

On September 29th my temporary tag was almost up and I was headed out of town so I called the dealership to find out if my new tag had come in yet. At this time they informed me I needed to come in to fill out some paperwork. Although not understanding what paperwork, I explained I was headed out of town and to please have everything ready as I was in a hurry. When I got there, nothing was ready! We spoke to Janet who had originally done the paperwork and she explained that they had not been able to get the deal approved and so they had to redo all of the paperwork. I asked why no one had contacted me, but she had no answer for me. Ironically, I had been driving my car for 30 days and the financing still wasn’t complete. At this point Ali the Finance Manager came over and asked why I was so upset. I explained the situation and he just told me I didn’t need to be upset about it, I just needed to fill out the paperwork. The conversation went down hill from there, Ali was extremely rude and seemed to have no people skills at all.

Janet printed out the new contract for me to sign and got me a new temporary tag. As I was walking out the door, she came running out because she had to print it again in order to change the start date on it since my first payment would have been due already. This was now the third contract I signed.

A couple days later I got a phone call from Janet saying they are missing a $2500 check from the money I put down on the cars. After doing research on the checks I had written to Infiniti it appeared that they had taken the $2500 deposit we put down on G37 and posted it towards the $5000 we put down on the truck. Therefore the $2500 check that should have been applied to the G37 we had purchased was now missing. At this point Janet accused me of not giving her the check the night I bought my truck. I explained to her I did give her the check and in fact she put them in the file with my paperwork and I had the carbon copies for both. She later explained that Ali was upset and needed me to bring in a new check. After much conversation back and forth I had to submit a stop payment on the check and pay via credit card over the phone with Larry.

At this point I was at wit’s end with Infiniti of Coconut Creek. You would think that after you drive off of the car lot with a car you wouldn’t have to deal with the finance department on a regular basis as I had to do. Then the real aggravation started! I get my welcome letter from Infiniti Finance in the mail on October 15th along with my first statement. The statement shows that I owe two months of payments. The next day I call Infiniti finance and explain that I just received my welcome letter and my first statement. They said that the contract that they received from dealership showed my first payment being due on September 29th and not October 29th. Although they didn’t understand how my first statement would require two payments that is what they had in the system. They told me I needed to contact the dealership to have them fax over the correct contract. I contacted Janet once again and spoke to her about the situation. She asked me to fax over the welcome letter and the statement showing the two payments being owed and she would get Ali to sent in the correct statement to Infiniti Finance.

I went home that night and completed the survey that we had received for the purchase of the G37 as I had already returned the one for the QX56. I put into the survey how disorganized and rude the finance department was at the dealership, and specifically named Ali. At this point I figured this feedback was necessary since I was still dealing with the finance nightmares of purchasing my truck and had found Ali to be very unprofessional in our dealings. About a week went by and I called back to find out Infiniti Finance had received the correct contract. They had not! I went back into the dealership since my problem was still not resolved. When I spoke to Janet that night she told me that Ali had read my feedback on the survey and was pissed and had said he was not faxing the correct contract to Infiniti Finance for me. At this point I was irate. I spoke to Bob, one of the managers, and he said he would take care of it. About a week later I received a letter from one of the credit bureaus saying I had requested the status of my account and there were no late payments showing for Infiniti Finance. I was happy to know it had been resolved, or so I thought!

About 4 or 6 weeks ago, my credit watch program notified me that my credit score had decreased by 90 points because Infiniti Financial had reported a past due balance. I was just beyond upset at this point as this was now affecting my future. Once again I called the dealership and Infiniti Financial. At this point I was told that both Ali and Janet were no longer with the company. Although not surprised, I knew this was going to be more aggravating having to explain the situation to someone new. I was told that Sandy Alexander was the new Finance Manager and they would have him call me back first thing in the morning. By noon the next day I still had not received a phone call so I called and once again spoke to another manager who said they would track Sandy down and have him call me back.

When Sandy did call me he seemed annoyed that he had a note that said he was suppose to call me back and didn’t. He asked if he had spoken to me before and told me he would call me back. I explained that I called the night before and was told they would leave a note for him to call me in the morning. He said he didn’t know anything about it. I gave him the information and he quickly started telling me it was impossible that I would have signed 3 contracts and that they would have sent the wrong one to the finance company. I told him to pull my file and he would see that was the case, he then told me I was being demanding and rude. When I asked how I was being demanding, he said I told him to pull the file, I explained that might be a good place to start as he would see all the contracts in there. He told me that it was 2008 and he didn’t understand why I was dealing with this now. He said he was not the manager back then and wasn’t the person that I needed to be dealing with. I explained I had been trying to deal with it for months and I spoke to the sales manager who told me that Sandy would be the one to take care of it. He said they were just pushing it off on him and he knew nothing. Once again dealing with someone with no manners and no willingness to help me, which seemed common in the finance department, I decided to hang up and call back to speak with Bob the manager I had been dealing with previously. Bob was not in the office so I got sent to another manager Rick Namm who said he would look into it and call me back. The next morning I drove down to the dealership again and Rick pulled my file and found all three contracts in there and kindly faxed the correct one to Infiniti Finance. He was the first person in months that had been helpful in the least!

As of today April 24th, almost 8 months after purchasing a car from Infiniti of Coconut Creek my problem still exists. My credit score is still down 90 points, my statement I received this month still shows 2 payments due plus $354.80 in late fees and Infiniti Finance still has no answers for me. I am sure if they had received the correct contract the first time I contacted Infiniti of Coconut Creek it would have been easier for IFS to correct the problem.

Before writing this letter I pulled Rick Namm’s card out to get the address and found it funny that the slogan on the bottom of the card reads, “It’s easier than you think!� I would have to completely disagree after what I have been thru with this company.

Tushar of Fort Lauderdale, FL December 31, 2007

Hi, I went to lease an Infiniti 2008 M35 from Infiniti of Coconut Creek on December 30, 2007. We negotiated a lease offer and we agreed and shook hands with the Sales Manager “Rick Yudri�. The dealership inquired about mine and my wife credit score and we co-signed the deal. Unfortunately, we couldn’t take the delivery of the vehicle as the car was not ready for delivery on December 30, 2007. We were told to come on December 31, 2007 at 9:30 by our sales agent “Michael Mignott� .

We reached the dealership and to our surprise that despite spending more than 6 hours at the dealership on December 30, 2007 and negotiating a lease and signing all the paperwork for our credit inquiry, the car dealership changed their mind and asked for approximately $1,600 more before they give us the delivery of the car. We were treated very rudely by the Sales Director “Joel Gomez� and he asked us to sign a new deal for $650/month lease plus taxes. Our original agreement on the lease was $650/month including tax. This is despite the fact that the dealership pulled our credit on December 30, 2007 and we also gave a deposit on our credit card of $1,600.

When we refused to sign a new deal which is $1,600 more than our original agreement and complained the Sales Director “Joel Gomez� that we will complain to Better Business Bureau, we were threatened by the Sales Director “Joel Gomez� that he will call the police. We never threatened any damage of the property and were with my 4 year old son who had to go through 5 hours of grueling with us, because dealership did not intend to honor the agreement we struck to. Mr. Joel Gomez told us that despite the dealership pulled the credit and has us sign 30 papers, and also taken our deposit, we don’t have an lease agreement.

Dave of Coral Springs, FL January 15, 2006

I leased an infiniti G-35 Oct/20/05 from Coconut Creek Infiniti. I recently found out the car was re-painted and with body work done to several parts of the car. The trunk of the car is starting to rust and the rest of the car has air pockets in the paint that will start to peel (according to the body repair man at the infiniti dealer). The service department at the dealer told me that the factory warranty was no good now that the car was repainted.

When I purchased the car, I asked the salesman if there was any chance that anything was wrong with the car or had previous damage. The salesman assured me that any previously damaged cars were sent directly to the auction and not sold at the dealer’s lot. I was also told that the car had a full factory warranty which turns out not to be true. I informed the general manager about my problem who assured me that they would switch me out to a comparable car. When I went in to take care of this, one of the general managers told me that I would have to put another $5000 down on another car to keep my payments the same or have my monthly payments go up $110 on the same car that I have.

I informed him that there should be no reason why I should have to put out more money because of their mistake. He gave me two choices, either put down more money or keep the car I had. I feel this is a case of fraud considering they told me nothing was wrong with the car and also sold it to me with a factory warranty that is not good.

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