Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We visited George Harte Infiniti to look for a new car at the end of Sept 2024. The experience with this car dealer was horrible. We were cheated and trapped on multiple issues. At the end, we decided to not buy anything from them. However, George Harte Infiniti gave us a very hard time on refunding our deposit ($500) when it's 100% refundable. Two months has passed and we have received nothing. In our first couple of visits, we talked with salesman. After nailing down the model, the salesman gave us promotion information in writing which we accepted. When talking with his manager Leland, we got a totally different promotion numbers which request us to pay $3000 more. Leland said the info the salesman gave was wrong. We accepted the higher price and paid the deposit. After I got my documents (required to get the promotion) ready, I received a text message from the salesman saying Leland gave us the wrong info; we can't have the promotion. We negotiated with Leland again and was told we can ignore the salesman's message. Several days later, the salesman texted us saying the car arrived at GH Infiniti; we could go over to pay rest of the money and process the paperwork. However, when called to their front desk to make an appointment, we were told they had no car for us. Since being cheated and trapped so many times, we decide not to buy anything from them. They gave us a very hard time for our deposit refund. Leland first said we needed to go to their office again to get the refund. I asked him to show me this policy document. He said he had no document and we needed to provide our credit card detail including security code to get a refund. Since we no longer trusted Leland and GH Infiniti, we refused to give card info and asked their financial department to call us directly to give us a check or simply cancel the transaction of our deposit payment. It has been 2 months, no one from their finance called us nor responses to our calls/messages.

  Business response

  11/22/2024

  Good Afternoon,

  We need the credit card information to process the refund.  Please have *** **** reach out to our General Manager, Igor Z******, at the dealership to assist.

  Thank you,

  Erin T*******, Harte Auto Group

  Customer response

  12/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: The business asked me to reach out their general manager Igor Z****** to resolve this issue. However, they never provided me any contact info of this person. I have tried the business general line, but no one can help me reach Igor Z******. Please have the business provide his direct contact info.
  
  Sincerely,
  
  **** ****

  Business response

  12/04/2024

  Igor Z****** attempted to contact *** **** earlier today and left a voicemail.  His direct extension is *****. 

   

  Thank you,

  Erin T*******

  Customer response

  12/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I called back the George Harte Infiniti office with the extension -***** which provided by the business. However, there is no option for me to put in phone extensions. It only has options to Sales, Repair, Collision and Administration. I selected Admin but only reached a lady’s voicemail. Therefore, I have to reach out to the general line again and leave the operator my name & phone number. Hope the GM will call me back. 
  Sincerely,
  
  **** ****

  Business response

  12/13/2024

  This refund has been processed.

  Thank you- Have a great weekend.

  Erin T*******

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Infiniti for a simple diagnostic. The diagnostic came back which I allowed them to fix it. They said it would take 24-48 hrs. I get my car back a week later no update, no call, nothing. Finally, my car rolled in, it was not washed or vacuumed which is complementary. I get home shut my car off start it back up and I hear a noise under my car. I scheduled a follow-up with the service manager. I come in 3 days later. As I arrive I’m greeted by the same staff that I would assume was not trained in cultural diversity. I asked to speak to the manager who had requested I return the car. Never had a ****** to meet him. Not only did the service manager walk by me several times as I waited in the lobby but not one time did he stop to greet me. They ran another diagnostic check and 3 days later 4 new things pop up. There is a possibility that the original diagnostic (3 days prior) was faulty but the odds of that are less likely than potential tempering. Maybe it’s not a culture thing maybe it was something else but what I will say is my car came back with 4 new problems after the original diagnostic just 3 days prior. When I asked how was possible if one diagnostic was done and nothing popped up. The explanation that I received was “hey it’s pretty ironic”. 1,000 for the original fix and over 3,000 for the new fix. Let us recap. I dropped my car off at Infiniti on 2/24 for a diagnostic check. They gave me a copy of the diagnostic which they told me was the value cover gasket and radiator leak/flush. They informed me that it would take 1-2 days for the job to be completed, and I obliged. I received my car back on 3/7 unwashed, loud, and not running the same. I called on 3/9 and informed them that I wanted them to recheck it to which I stated that "I only wanted to deal with the managers." We schedule for 3/16. The same diagnostic test was run and 5 new codes reveals themselves totaling in over $3000 in parts and maintenance. I have both service reports

  Business response

  03/20/2023

  Mr. ******* brought his 2015 Infiniti *** with 80k miles into George Harte Infiniti on February 24, 2023 stating that vehicle heat and a/c was inoperable when the vehicle was idle.  Our technicians verified his concern; finding the a/c to be over-charged and a coolant leak coming from the heater house coupler.  We also found the wrong coolant in the vehicle.  We removed and replaced the heater house coupler and bled the system with new coolant.  This was covered under Mr.  ********* extended warranty so there was no charge to him for this service.
  
  During our inspection we also found valve covers to be leaking from the value cover seals and tube seals.  We removed and replaced both valve cover gaskets and tube seals.  This repair was also covered under his warranty and was performed at no cost.
  
  In addition to the seal leaking, our inspection uncovered an exhaust leak.  We also recommended a coolant flush and an oil/fuel additive service as regular maintenance.  Mr. ******* declined these repairs.
  
  Mr. ******* had a key fob reprogrammed during this visit as well.
  
  Due to parts availability, this repair did take a few extra days to complete.  Mr. ******* picked up his vehicle on March 7, 2023.
  
  Mr. ******* returned to the dealership on March 16, 2023 with the following concerns:
  
  -Vehicle is running “rough”
  -Abnormal noise heard with heat or a/c on inside vehicle while idling
  -Trunk not opening correctly
  -Check engine light on
  
  Our technician road tested his vehicle and could not replicate his concerns regarding a “rough” ride or abnormal noise pertaining to heat and a/c.  We did, however, find tire noise and an exhaust leak present.  Mr. ******* declined any further repair of those concerns.
  
  We also found that his trunk was not functioning properly due to a valet switch being activated.  We changed the position of that button and verified it was functioning as designed.
  
  With regards to his check engine light, we ran diagnostics and found multiple codes present including P0420, P0430 & P1220 indicating issues with bank 1 and 2 catalytic converters. Mr. ******* declined repair of these concerns.
  
  Mr. ******* was not charged for any diagnosis during this visit. 
  
  It is important to note that during his visit in February, there was no indication of a check engine light issue; therefore we would have had no reason to run a check engine diag.  The catalytic converter codes were not documented during his visit in February because no complaint pertaining to engine concerns was brought to our attention.
  
  We strive to provide a totally exceptional experience.  We are sincerely sorry that our service manager was unable to meet with Mr.  ******* during his last visit.  Mr. ***** had planned to sit and discuss these issues with him, however, the dealership had been broken into the evening before resulting in fairly substantial loss and damage.  Mr. ***** was unfortunately tied up with detectives and trying to ascertain damage and repair plans.  We are sorry for any perceived slight, none was intended.

  
  We remain happy to sit with Mr. ******* to discuss his concerns.

  Sincerely,

  Erin T*******

  Harte Auto Group

  Customer response

  03/22/2023

  
  Complaint: ********

   

  While I do appreciate the prompt responsiveness there are errors that I must correct. When I brought my car in Feb. I indicated to my specialist that my car had an indication prompt that read check for maintenance which I assumed need to be diagnostically checked. Which I asked the Rep to do along with key fob and a/c. The rep came back to me and informed me that diagnostic was done and it be covered by my forever car warranty. Which we both are on a recorded line asking if this diagnostic would be covered. My warranty rep informed me that they were charged 200+ for the diagnostic and that if I did not comply to the services offered by Infiniti then I would have to pay for the diagnostic myself. It was never a check engine light it was check maintenance. I have since called my warranty company and asked were they charged for the diagnostic and they say they were. I came in specifically requesting a diagnostic check. I want to make this clear as well, my car was never running load nor was there any other problems then what I requested to be done i.e a/c, key fob and just a simple reading of check maintenance. My check engine light has since come on and car has not been running the same. What about the complimentary vacuum and wash? let me guess something else that you guys are going to apologize for. I came in expecting quality assurance in service and my car came back worse then how I left it. and dont get me started on the customer service. The contact number for my warranty agency is ###-###-####. If you are saying I never request or inquired about a diagnostic check I am on a record line and well as your rep (infinti).       

   

  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Business response

  03/23/2023

  Mr. ******* came into the dealership in February asking the dealership to check and advise regarding his heat & a/c functioning.  We performed our diagnostic based on the conditions he represented.  We did perform a visual multi-point inspection which yielded additional concerns that we shared with Mr. *******.  We were not informed of any engine concerns and there were no illuminated engine lights present, therefore we did not run an engine diagnostic.   
  
  It should be noted that there are many different diagnostics that can be performed on a vehicle.  Service technicians complete the diagnostic that is relevant to the issue presented.  Just as a doctor wouldn’t necessarily order an MRI for a laceration that needed stitches, our technicians address the complaint presented at drop off.
  
  During our complimentary visual inspection, we uncovered valve covers leaking oil, a coolant leak and an exhaust leak.  Leaks of any kind are common in higher mileage vehicles and when left untended can promote additional issues down the line.  Exhaust leaks in particular become very loud and problematic when not addressed.  Mr. ******* declined repair of the exhaust leak during this visit.
  
  
  When Mr. ******* returned in March, his check engine light was illuminated, which is what prompted us to perform an engine diagnostic.  Many of the concerns he presented during this visit could not be replicated by our technicians.  This included his vehicle running  ”roughly” and the abnormal noise inside vehicle while idling.  His trunk concerns were related to a valet switch. 
  
  We did find tire noise and the exhaust leak still present.
  
  The check engine light codes we pulled were in relation to Mr. ********* catalytic converters.  Again, higher mileage vehicles do begin to have issues as they age.  These issues were certainly not created by the dealership; they are simply due to over 80k miles of driving.
  
  We apologize again for not being able to sit with Mr. ******* and discuss this specific concerns.  We remain happy to schedule a time at his earliest convenience to go over any questions that he might have.

  Sincerely,

  Erin T*******

  Customer response

  03/23/2023

  
  Complaint: ********
  
  

  If the “visual diagnostic” is complementary what was a diagnostic fee of 200+ charged for? You guys also say that car washes and vacuum are also complimentary but did that happen? And again I came in specifically asked the rep for a diagnostic because my vechicle had indicated that maintenance service was needed. No my check engine light was no on at all. But since my vehicle has returned has turned on. You guys also said that this job would take 24-48hrs. I received my car back in a week. If the visual check is indeed complimentary and you are stating a diagnostic was not conducted for my vehicle why was there a charge for one? 

   

  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Business response

  03/23/2023

  As previously stated, Mr. ******* brought his 2015 Infiniti *** with 80k miles into George Harte Infiniti on February 24, 2023 stating that vehicle heat and a/c was inoperable when the vehicle was idle.  This was the concern that we diagnosed.  This was the concern that our diagnostic charge covered. During the diagnosis, our technicians were able to verify and repair the issue.  This was covered under Mr.  ********* extended warrantee so there was no charge to him for this service.
  
  We offer a complimentary multi-point inspection.  This inspection yielded the additional issues outlined in our prior responses.
  
  His vehicle’s check engine light was not on during this visit and our staff had no reason to perform any additional diag pertaining to engine concerns at that time.
  
  When he returned to the dealership with the check engine light illuminated, we then performed additional diagnostics pertaining to that new concern.  The codes pulled for his catalytic converter were not related to his heat a/c issue.
  
  I hope this helps to clarify.

  Sincerely,

  Erin T*******

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/21, I brought my car to Infiniti in ************ ** to buyout my lease and have the dealership perform the end of lease inspection. Upon inspection, it was noted that there was sludge build-up in the engine. I was told it was ok and to keep servicing my vehicle regularly. I was never told by anyone in the dealership that this was an issue that needed to be addressed or what the possible outcome could be. The bank processing the buyout, sent the check to an old Infiniti location in New Jersey. I was told by Infiniti in Wallingford that I would need to drive to NJ to finalize the lease buyout, over 2 hours away. I was not told by anyone in this dealership that I could cancel the lease buyout through the bank and could instead process through them. Less than a year later, I am now facing a double turbo and engine replacement (I was quoted around $15,000 for used parts, $25,000 for new by Infiniti in ********** **). No one will fix my car and this all could have been avoided had I been told this was an issue that needed to be addressed when I brought my car in to George Harte Infiniti. I have been without a car for 3 months and have opened multiple complaints with various companies. I was advised to file a complaint with BBB against the dealership by ****** ******** *********.

  Business response

  10/05/2022

  Ms. ******* brought her vehicle into George Harte Infiniti for an inspection to buy out her lease. We performed the inspection and noted on her paperwork two items for her consideration:  passenger front seat buckle gets stuck and some sludge inside the motor. 
  
  We performed the lease buyout inspection of her vehicle as requested.  We alerted her to issues pertaining to seatbelt and engine sludge. She did not request that we complete any further repairs and since this was her vehicle that she was buying out (not one that we had for sale) we did not perform any further work. 
  
  While we are certainly sorry that Ms. ******* is having issues now with her vehicle, George Harte Infiniti did what was requested and documented for her concerns we found.  Sludge buildup is typically due to a lack of recommended maintenance.  We are not her servicing dealership and do not take responsibility for recommended services that were not completed throughout her time of ownership.  We were simply the dealership that performed her lease buy out inspection. 
  
  In addition, we were not the selling dealer of this vehicle.  We did not facilitate any lease buyout paperwork either.  We simply performed the lease buy out inspection as requested.
  
  Attached please find the repair order indicating our findings of the inspection.

  Feel free to reach out with any questions or concerns.

   

  Erin T*******

  Harte Auto Group

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩