Complaints

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have attached a letter describing my problem with Hertrich Infiniti of Newark. In summary, I brought a 2019 Infiniti qx60 in 2020 and the engine died 3 years later on November 8, 2023, before I was even finished making payments. I was told that the engine was not covered under warranty although it was a ' pre-certified' car. I also noted in my letter that although I had oil changes performed there was no oil signal light that came on in my Infiniti. My credit score has suffered due to this situation and the trauma of trying find out how I would get to work with no car. I had to come up with a down payment to get another vehicle to get to work. I would you; the Better Business Bureau to get Hertrich Infiniti to admit that they sold me a car with prior problems and that they should have paid for the engine, since the car was PRECERTIFIED. I am looking for a just settlement for all of the headaches this has caused to include a balance of $0 owed to Hertrich Infiniti of Newark.

  Business response

  10/04/2024

  Good morning, We have attempted to contact Ms. ***** 5 times since receipt of the concern filed. We have been unable to make contact with her to discuss the matter, and as such consider it closed. She had contacted the store quite some time ago requesting a repair be paid by the store. The manufacturer process and procedure requires submission of maintenance records. She did not provide maintenance records and we were unable to file a claim on her behalf. Should she return and provide those records we would follow the manufacturer's process and submit a claim for their consideration. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle from this dealership on 4/17/2024. The old vehicle was traded in with this dealership (2017 BMW vehicle ID # W**********680814. On May 13th, I received two charges for tolls. One for $57.40 from Pennsylvania and the other for $28 from Ohio. How? I live in Delaware and I no longer possess the vehicle. It was given to the dealership along with the tags. I would not have even checked my EZ pass account had it not been for the viral tiktok. I'm not sure if this was a mistake on the company's behalf. If so, please reimburse me for the $85.40 toll charges since this is of no fault of my own. .

  Business response

  06/20/2024

  Mr. ****** would need to submit proof that the charges in question were billed to the vehicle after the trade in (Delaware EZ Pass usually provides a full detailed bill with the actual date of the toll, a picture of the vehicle going through the toll, and the total violation amount). The account statement from EZ Pass does not delineate what vehicle it was charged to, what account this was billed to, etc. Without proper documentation and proof we cannot reimburse the customer. The customer can either contact the store to provide this information or email the documents to myself at tgladden@hertrichs.com. We again cannot reimburse the customer without proper proof these items were billed to the vehicle that was traded in.

   

  Thank you,

  Customer response

  06/27/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint. I have received the message listed (below) from EZ pass, and since their wait time is 7-10 days; I have no choice other than to consider this matter satisfied until I can receive the verification needed from EZ pass so that I can give it to the dealership. If the dealership does not honor their words, I will immediately submit a new statement of dissatisfaction with the consumer complaint division at the Delaware Attorney General's Office, because this incident should not have happened in the first place.  

  Regards,
  
  Complaint ID: 21859080

  "Dear Customer,
  
  Thank you for contacting Delaware E-ZPass. Your email has been received. A member of our Email Department will respond to your inquiry within 7-10 business days. If you need immediate assistance please contact us directly at 888-397-2773. Our hours of operation are Monday - Friday 7:00 a.m. - 7:00 p.m. and Saturday 8:00 a.m. - 2:00 p.m.
  

  Thank you,
  Delaware E-ZPass Customer Service

  
  

   

   

   

*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. ↩