Complaints

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/2/22, I went to Beverly Hills Auto Group in ******, ** to test drive a 2012 Infiniti G37x; the salesperson that helped my wife and I was *************************. The first issue that I came across was the short drive for a test drive; I was only permitted to go around two blocks. We were assured that the car was well maintained when the original owner had it and thereafter with the dealership, so I purchased it that day, WITH a warranty. Not even 3 days later, the *************** warning light comes on, stays on, and airbag light then started blinking; also, on is the passenger airbag light that indicates that airbags will NOT deploy (these are not supposed to be on while the seat belts are fastened). I contacted ***** and he recommended that I go to their recommended repair shop, 360 Repair Group (since their dealership does not have one). They claimed the only issue besides the airbag system was a small hole in the exhaust. With these pre-existing issues that was not disclosed to me when purchasing the car, I took the car to Infiniti dealership for diagnostics (12/28/22 - which I have the invoice for), and they have confirmed a power steering leakage and issues with ************* as well. I provided 360 Repair Group with a copy of the report, and ***** & 360 assured me that they would fix this issue. On 1/12/23, ***** texted me asking me to fabricate the time frame in which the issues arose, insinuating this was the only way they could get the repairs done; however, I was previously notified, by the third-party warranty company, that the policy will be effective after a 60-day waiting period. When I declined to do so, ******* (owner) grew belligerent, telling me that I was making a big mistake and they would not pay for anything.

  Business response

  02/22/2023

  Hi, this is in Response to *************************** allegations.  ************* called us 3 days after he purchased the vehicle as he stated in his complaint.  He stated that his check engine light and airbag light went on.  When he got to us we noticed he had an exhaust leak which we took care of, it cost us about $400, we took care of it.  Upon checking the issue with the airbag light we noticed it needs an occupancy sensor in the seat, which you need to purchase the whole seat to replace or find a used seat and replace.  This repair was cover 100% by the warranty company, and we told him we can put in a claim.  He then decided to take the car to an infiniti dealer, the infiniti dealer diagnosed several things on 12/28/22, the customer at that point put about **** miles on the vehicle.  The infiniti dealership could have put in a claim and everything that was valid would have been covered.  He did not have them put in a claim, no idea why he didnt. He brought the car back to us we checked the rack and pinion issue and the power steering "slight leak" and found no issue.  At that point we said to him take the car back to the infiniti dealer if you want to cover the other items because we will not put in a false claim, thats insurance fraud.  He agreed to only put the claim in for the airbag seat issue.  We put in the claim and an adjuster called him to see when it happened, his own words were "3 days after he purchased the vehicle".  He went on a 40 minute recorded rant with the warranty company how he wants the dealership to pay for these issues not the warranty company.  The warranty company called us and said that the customer told us not to cover the claim, even though we were going to fix it.  Customer claims there is a 60 day waiting period and that's why the claim was denied, however he was told the coverage is from the date he purchased the vehicle.  See attached copy of the warranty start date, it is circled and marked.  The text messages the customer had attached are meaningless, we just wanted to remind him as the customer stated himself that it happened after he purchased the vehicle.  Customer requested us to cancel the warranty, so we did, and refunded him the full amount.  See attached for copies of cancellation form that he signed, his letter to us and the check issued to him that he picked up the next day.  Unfortunately we tried to handle this as amicably as possible however the customer has all these people putting things in his head.  The bottom line is the repairs were covered and the other repairs claimed by infiniti dealer were not verified by **, however the infiniti dealer could have put in a claim for all the items and instead he tells the warranty company not to pay any claims and requested us to cancel the warranty which we did.  We did nothing wrong here, i wish the customer well, id like to try and help him in the future, however these issues are his now since he cancelled the warranty.  He claims he is looking for $5,747.04, unfortunately thats on him.  Just because infiniti dealer gives you a bill doesnt mean thats what it costs to fix.  We checked the vehicle and it needs a seat to resolve the aribag issue which you can buy a used seat for $300-$500.  He is doing this to try and get us to pay him that money, he never had the intention of fixing the car, he wanted to pocket the money orelse he would of allowed the warranty company to send and inspector to validate the issues and pay the claim.  He told the warranty company on a recorded line that he doesnt want them to pay he wants the dealer to pay.  Then he asks us to cancel the warranty and is now asking for $5,747.04.  At the end of the day we are not liable for these issues under the ************** lemon law, especiallty since 2 of them dont even exist.  TY 

  Customer response

  02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  

  Hi good day,

            To address the response of the dealership. Yes, I called them with concerns about the check engine and airbag light on. I was told to bring it to their mechanic at 360 Auto Group (****************). ***** claims it was a small leak in the exhaust pipe and was not sure of the issue concerning the airbag.The mechanic ***** claimed it was repaired but I still smelled gas while driving the car. As a result of their lack of efforts to fix my car on numerous occasions I proceeded to do my own research, found the part (vent control Valve: $68) and Infiniti Bulletin with directions on how to fix the issue. I was called back to 360 Auto Group several times after in hopes of having the airbag fixed. I also presented other concerns about the car but was told by ***** that there was nothing wrong with the car and that he personally inspected the car himself. Having an unsettling feeling surrounding the car I decided to take the car to Infiniti Dealership to have a diagnostic done.According to Infiniti the rack and pinion & airbag were the only remaining issues. I was told by the service consultant that this issue should be covered by the dealership you bought the car from and that warranty companies do not cover pre-existing issues. I presented 360 Auto Group with a copy of the report and was told they would get back to me regarding this matter. I was later told by **** and the car salesman ***** that they will be submitting a claim to the warranty for the issues. I did not believe this was possible, so I called the warranty company (PerformanceFirst Ultimate Protection) to get some clarity.First and foremost, I was told by a representative that they could not see my contract in their system because it has not passed the 60-day period for it to be active. I further asked about what my contract does not cover (which I read and discussed with them in detail) and the issues regarding my car. The representative said they do not cover any pre-existing issues nor what it states in the contract (NOT COVERED) and therefore a claim would be denied. I later spoke to a claim supervisor regarding the claim that the dealership submitted without my authorization/approval. I discussed with the claim supervisor issues surrounding my contract, car and the dealership, as well as to cancel any claims made regarding my car. This, which I thought was confidential, was later disclosed to the dealership manager *******. I went into Beverly Hills Auto Jan. 14, 2023, to cancel my warranty and was approached by ******* (manager) who was ranting and belittling me and my wife. ******* said, he knows everything I discussed with the warranty company and that he was not going to pay for anything. ******* also mentioned that he spoke to the *** of the warrant company about our stupid decisions and the *** said that they would have fixed it if we did not cancel the claim. He was acting very unprofessional and belittling, in an attempt, to persuade me not to cancel the warranty. Prior to this I returned to 360 Auto Group Jan. 9, 2023, to obtain any invoices that ***** neglected to gather for me, after requesting several times, was not in their system. In general, if you lie to your insurance company to gain a benefit for you or someone else, your conduct amounts to insurance fraud. Beverly Hills Auto wanted me to say that the issues arose sometime between Jan. 12, 2023 Feb. 2023, When really it occurred Saturday night Dec.3, 2022, I took the car off their lot Dec. 2, 2022. I was unable to report the issue till Monday Dec. 5, 2022, because they were closed on Sunday Dec. 4,2022. Attached is a picture of my warranty (What is NOT Covered, Waiting Period, Cancellation), the text in which they told me to pick up the canceled warranty check, and a written cancellation I submitted to Beverly Hills Auto in person.  

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  Business response

  02/28/2023

  I am sorry, however ************************* got bad advice and cancelled his warranty, he admitted in his own words that the airbag light came on several days after he purchased the vehicle.  I did include verbiage from the warranty company that the warranty does start on the purchase date, I will upload another copy.  ******* is just simply lying and is making false claims.  He is getting horrible advice from a third party and thinks he is going to get all this money from us which will never happen.  The warranty company called him simply to ask him if the airbag light was on before he drove off the lot with the car.  We did everything to try and help him, even the warranty company did not feel comfortable with him.  If the airbag light was not a covered component or if the warranty had a 60 day grace ****** then the warranty company would have never called him.  He himself told the warranty company that he didn't want them to pay for it, those were his words to the warranty company.  The warranty company has everything on a recorded line.  When the customer went to the infiniti dealer to get the car checked out why didn't he tell them to put in a warranty claim??  ************************* simply want to put all this money in his pocket.  He knows he can put in a used seat for $300-$500 and resolve the airbag sensor issue, and he know all the other items claimed by Infiniti dealer were false, because we put the car on the lift and showed him at our shop.  He is just trying to pull a fast one.  We tried helping him, however he is not looking for help he is looking for a payday which wont ever happen, not from us at least.  Please close out this cae, Thank you very much. 

• Initial Complaint

  07/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 25th, 2022 I purchased a *** ***i from Beverly Hills Auto Group. On July 1st, 2022 I received the plate, registration, and receipt of fees paid to NC***. After viewing the receipt of payment and viewing my buyers order and vehicle purchase agreement i noticed several things wrong that I will list below:-The vehicle price on the Buyers Order and Vehicle Purchase Order are different. The Buyers Order lists the vehicle at $25,385.00 and Purchase Agreement lists it as $26,280.00.-*** Receipt for Title/Registration/License fee only equaled to $94.75; I was charged $395 for "License/Registration Fee Estimate". I am told the difference of $300.25 is being used to pay their people who did the "out of state paperwork" when a "doc fee" of $175 was charged.(The vehicle purchase agreement states if the amount is less than what is charged I am to automatically be paid the difference.)-I was charged an "*** state tax ****%" for the vehicle which equaled $1,905.30. This is incorrect as ** only charges a one-time 3% Highway Use Tax which is also on the *** Receipt totaling in $793.65. I am being told nothing regarding tax difference of $1,111.65. I've tried to reach a resolution with the salesperson and business with no desired outcome. I have screenshots available of the conversation between myself and the salesperson involved if needed. I am expecting a full refund in overpaid fees and taxes totaling in $1,411.90.

  Business response

  08/01/2022

  Seriously?  She is a total liar, *** sales tax first of all is *****% not 7.25%.  SHE told us her sales tax rate is 7.25%.  When asked that's what she answered.  The amount was refunded to her immediately as we both realized it was incorrect.  In regards to the pricing of the vehicle.....She came to buy the vehicle however she did not qualify for the whole amount as a loan.  She asked if we could hold the vehicle for her for 1 month!  Who does that?  Guess what we did!!  We told her there is a cost to that and she agreed, we took the car off the market for 30 days as agreed.  Everything was great she obviously agreed to the price and was happy because a few days later she sent us a 3 or 4 paragraph review stating that it was a fantastic buying experience and that she loved the vehicle.  In regards to the $395 for DMV fees, that's what we charge every out of state customer, there is a cost to registering the vehicle which she doesn't understand which includes 3 times overnight charge, once to NC DMV once back to us and once to her, that cost us almost $150.  Next is the person who physically registers the car for use, its a tag agency, there fee ranges from $120-$200 depending on the state.  These overnight fees and tag agency fees are in addition to what her local DMV charges as far as plates and registration fees.  Most dealers charge wayyyy more than $395.  Unfortunately she is looking to defame the business where she bought an amazing car, which were here words.  And at the end of the day she signed documents were the pricing was explained to her in FULL.  We did not over charge her 1 *****.  She is falsely accusing us of nothing.  Her sales tax was refunded to her and we overnighted her the check.  Please see attached for the proof:

*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. ↩