Complaints

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for a standard oil change due to an upcoming 1000+ mile road trip on 8/1/24. My road trip took place on 8/2/24 and was only able to drive 200 miles before my dash warning signals coming on. I pulled over and paid for a rental car $401.49 for remainder of trip. I came back on 8/6/24 and was able to drive the 200 miles home before dash warning signals came on again. I took the car to my friend and he indicated there was only splashes of oil on top of engine and that the oil dipstick was not inserted fully back into dipstick holder. I took the car back to oil changers the following day, which was 8/7/24. I informed them of the problem with my dash signals and what was discovered with dipstick not being put back in all the way and that there was oil all over top of engine and it was low on oil now. The technicians response was" that is due to the car's poorly designed dipsick" They wiped up the oil on the top of engine and said it was only low a half of a quart and that I should be all set, that my warning lights should go away. Well the following day more lights appeared on 8/8/24 and car was stalling. I made appointment with Infiniti of ************ and could not get in until 8/14/24. Infiniti indicated my alternator was completely saturated in oil and that it ruined it and required replacement. During this time I had to rent another vehicle for an additional ***** and my car repairs cost me $4480.98 and this was paid on 8/16/24 when repairs were completed. I would like this business to take accountability for their negligent actions and I should be reimbursed. I did file a claim with their corporate office and was denied and they refuse to take accountability for their negligence

  Business response

  10/28/2024

  This guest came in on 08/07/24 with concerns of her oil dipstick not being put in correctly. When inspected there were a couple spots of oil on the engine cover and not seen anywhere else. This was cleaned up and the oil was topped off half a quart. After this visit we did not hear from the guest until an invoice was dropped off at the location towards the end of the month (August). At this time, we conducted an investigation on the matter. Interviewing the guest and pulling video footage of the original service were the only avenues we had to look at, considering we were not notified an issue persisted nor able to inspect the vehicle due to services already rendered by a third party. According to the guest she had at least 2 persons inspect the vehicle prior to the dealership. The claim was denied due to the video footage showing my team member inserting the dipstick and pushing down on it twice to ensure it was in place. The guest was made aware of the footage, and we offered to have her view it. This was denied and we were told she was bringing us to court. Please let me know if you need additional information.

  Customer response

  10/29/2024

   
  Complaint: 22411419
  
  I am rejecting this response because: They are not taking accountability to their negligence.  The technician blamed the poorly designed dipstick for their negligence.  I would like to be reimbursed for their negligence.
  
  Sincerely,
  
  ****** *****

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